SOURCES: This generic competence framework distills findings from: MOSAIC competencies for professional and administrative occupations (U.S. Office of Personnel Management); Spencer and Spencer, Competence at Work; and top performance and leadership competence studies published in Richard H. Rosier (ed.), The Competency Model Handbook, Volumes One and Two (Boston : Linkage, 1994 and 1995), especially those from Cigna, Sprint, American Express, Sandoz Pharmaceuticals; Wisconsin Power and Light; and Blue Cross and Blue Shield of Maryland. Much of the material that follows comes from Working with Emotional Intelligence by Daniel Goleman (Bantam, 1998).
PERSONAL COMPETENCE
Self-Awareness
EMOTIONAL AWARENESS: Recognizing one’s emotions and their effects. People with this competence:
– Know which emotions they are feeling and why
– Realize the links between their feelings and what they think, do, and say
– Recognize how their feelings affect their performance
– Have a guiding awareness of their values and goals
ACCURATE SELF-ASSESSMENT: Knowing one’s strengths and limits. People with this competence are:
– Aware of their strengths and weaknesses
– Reflective, learning from experience
– Open to candid feedback, new perspectives, continuous learning, and self-development
– Able to show a sense of humor and perspective about themselves
SELF-CONFIDENCE: Sureness about one’s self-worth and capabilities. People with this competence:
– Present themselves with self-assurance; have “presence”
– Can voice views that are unpopular and go out on a limb for what is right
– Are decisive, able to make sound decisions despite uncertainties and pressures
Self-Regulation
SELF-CONTROL: Managing disruptive emotions and impulses. People with this competence:
– Manage their impulsive feelings and distressing emotions well
– Stay composed, positive, and unflappable even in trying moments
-Think clearly and stay focused under pressure
TRUSTWORTHINESS: Maintaining standards of honesty and integrity. People with this competence:
– Act ethically and are above reproach
– Build trust through their reliability and authenticity
– Admit their own mistakes and confront unethical actions in others
– Take tough, principled stands even if they are unpopular
CONSCIENTIOUSNESS: Taking responsibility for personal performance. People with this competence:
– Meet commitments and keep promises
– Hold themselves accountable for meeting their objectives
– Are organized and careful in their work
ADAPTABILITY: Flexibility in handling change. People with this competence:
– Smoothly handle multiple demands, shifting priorities, and rapid change
– Adapt their responses and tactics to fit fluid circumstances
– Are flexible in how they see events
INNOVATIVENESS: Being comfortable with and open to novel ideas and new information. People with this competence:
– Seek out fresh ideas from a wide variety of sources
-Entertain original solutions to problems
– Generate new ideas
– Take fresh perspectives and risks in their thinking
Self-Motivation
ACHIEVEMENT DRIVE: Striving to improve or meet a standard of excellence. People with this competence:
– Are results-oriented, with a high drive to meet their objectives and standards
– Set challenging goals and take calculated risks
– Pursue information to reduce uncertainty and find ways to do better
– Learn how to improve their performance
COMMITMENT: Aligning with the goals of the group or organization. People with this competence:
– Readily make personal or group sacrifices to meet a larger organizational goal
– Find a sense of purpose in the larger mission
– Use the group’s core values in making decisions and clarifying choices
– Actively seek out opportunities to fulfill the group’s mission
INITIATIVE: Readiness to act on opportunities. People with this competence:
– Are ready to seize opportunities
– Pursue goals beyond what’s required or expected of them
– Cut through red tape and bend the rules when necessary to get the job done
– Mobilize others through unusual, enterprising efforts
OPTIMISM: Persistence in pursuing goals despite obstacles and setbacks. People with this competence:
– Persist in seeking goals despite obstacles and setbacks
– Operate from hope of success rather than fear of failure
– See setbacks as due to manageable circumstance rather than a personal flaw
SOCIAL COMPETENCE
Social Awareness
EMPATHY: Sensing others’ feelings and perspective, and taking an active interest in their concerns. People with this competence:
– Are attentive to emotional cues and listen well
– Show sensitivity and understand others’ perspectives
– Help out based on understanding other people’s needs and feelings
SERVICE ORIENTATION: Anticipating, recognizing, and meeting customers’ needs. People with this competence:
– Understand customers’ needs and match them to services or products
– Seek ways to increase customers’ satisfaction and loyalty
– Gladly offer appropriate assistance
– Grasp a customer’s perspective, acting as a trusted advisor
DEVELOPING OTHERS: Sensing what others need in order to develop, and bolstering their abilities. People with this competence:
– Acknowledge and reward people’s strengths, accomplishments, and development
– Offer useful feedback and identify people’s needs for development
– Mentor, give timely coaching, and offer assignments that challenge and grow a person’s skill
LEVERAGING DIVERSITY: Cultivating opportunities through diverse people. People with this competence:
– Respect and relate well to people from varied backgrounds
– Understand diverse worldviews and are sensitive to group differences
– See diversity as opportunity, creating an environment where diverse people can thrive
– Challenge bias and intolerance
POLITICAL AWARENESS: Reading a group’s emotional currents and power relationships. People with this competence:
– Accurately read key power relationships
– Detect crucial social networks
– Understand the forces that shape views and actions of clients, customers, or competitors
– Accurately read situations and organizational and external realities
Social Skills
INFLUENCE: Wielding effective tactics for persuasion. People with this competence:
– Are skilled at persuasion
– Fine-tune presentations to appeal to the listener
– Use complex strategies like indirect influence to build consensus and support
– Orchestrate dramatic events to effectively make a point
COMMUNICATION: Sending clear and convincing messages. People with this competence:
– Are effective in give-and-take, registering emotional cues in attuning their message
– Deal with difficult issues straightforwardly
– Listen well, seek mutual understanding, and welcome sharing of information fully
– Foster open communication and stay receptive to bad news as well as good
LEADERSHIP: Inspiring and guiding groups and people. People with this competence:
– Articulate and arouse enthusiasm for a shared vision and mission
– Step forward to lead as needed, regardless of position
– Guide the performance of others while holding them accountable
– Lead by example
CHANGE CATALYST: Initiating or managing change. People with this competence:
– Recognize the need for change and remove barriers
– Challenge the status quo to acknowledge the need for change
– Champion the change and enlist others in its pursuit
– Model the change expected of others
CONFLICT MANAGEMENT: Negotiating and resolving disagreements. People with this competence:
– Handle difficult people and tense situations with diplomacy and tact
– Spot potential conflict, bring disagreements into the open, and help deescalate
– Encourage debate and open discussion
– Orchestrate win-win solutions
BUILDING BONDS: Nurturing instrumental relationships. People with this competence:
– Cultivate and maintain extensive informal networks
– Seek out relationships that are mutually beneficial
– Build rapport and keep others in the loop
– Make and maintain personal friendships among work associates
COLLABORATION AND COOPERATION: Working with others toward shared goals. People with this competence:
– Balance a focus on task with attention to relationships
– Collaborate, sharing plans, information, and resources
– Promote a friendly, cooperative climate
– Spot and nurture opportunities for collaboration
TEAM CAPABILITIES: Creating group synergy in pursuing collective goals. People with this competence:
– Model team qualities like respect, helpfulness, and cooperation
– Draw all members into active and enthusiastic participation
– Build team identity, esprit de corps, and commitment
– Protect the group and its reputation; share credit
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