Customer
Service
Readily readjust priorities to respond to pressing and changing demands. Anticipates and meets customer needs; achieves quality end-products; is committed to continuous improvement of services.
Leadership Levels
Organization/Staff
Keeps commitments.
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Transactional
Shares information readily
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Relational
Approachable, but decisive without being arrogant or abrupt when dealing with sensitive & complex issues.
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Transformational
Works effectively with many different people in a variety of settings and gains their support.
Competency
Behavior Indicators
Builds consensus through give & take.
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Builds trust through reliability & authenticity.
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Demonstrates understanding, tact & concern.
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Seeks to understand culture, beliefs, values, biases, preferences, feelings, and other drivers of behavior—both conscious and unconscious—in oneself and others.
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Considers and appropriately responds to the needs, feelings, and capabilities of different people in different situations.
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Demonstrates discretion and tact when correcting or questioning another’s idea or action.
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Seeks feedback to avoid blind spots that can misunderstandings.
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Demonstrates respect for the values and ideas of others, even while not agreeing with them.
Leadership Essential
Has a sense of presence and self-assurance; recognizes how emotions and moods affect the organization and adapts accordingly; sets a personal example of expectations; shares credit and gives opportunities for visibility of others.
Emotional Intelligence
Training Formula
Increase Personal Effectiveness
The ability to build solid relationships of trust and respect inside and outside the organization. To understand general attitude, temperament, decision-making methods, and communication styles.
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Self-Awareness:
Being aware of your own needs, values and emotions and their impact on your behavior.
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Self-Management:
Keeping your emotional reactions in check, and controlling feelings that could result in destructive behavior.
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Social Awareness:
Being in tune with other's feelings and needs.
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Relationship Management:
The ability to build relationships based on mutual trust and respect.
Training Tools & Resources
Personality
Profile
Values
Assessment
Motivation
Theory
Development Activity
Strategic Skills:
Develop competencies to expand awareness of organizational functions and strategy.
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Interpersonal Skills:
Develop competencies that increase effectiveness to work with and manage other employees or teams.
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Personal Effectiveness:
Competencies related to performance and personal development
Stretch Assignments
