Teamwork
"Is about co-operating effectively with others in the team and working with them in a constructive manner"
- Treats others with dignity and respect at all times
- Encourages, supports, and values contributions of others, shares credit and responds positively to requests for help
- Makes a full contribution to successful team performance
- Takes responsibility for own actions and takes their share of team tasks
- Demonstrates personal commitment to the team
- Shares knowledge and information and encourages feedback
Communication
"Is about clarity and confidence in written and oral communication with others and ability to listen to and understand others"
- Is open and approachable
- Demonstrates effective listening skills and empathy
- Has the ability to communicate in the appropriate style, altering style and method to suit the audience
- Has the ability to communicate effectively at all levels in a way that encourages two-way communication
- Accurately communicates information in a clear and concise manner
Building Relationships
"Has the ability to create positive working relationships with colleagues at all levels of the business and external clients"
- Demonstrates understanding of cultural differences and diversity
- Adapts communication style to a wide range of people
- Actively seeks opportunities to develop positive relationships with clients/colleagues
- Proactively keeps clients/colleagues informed of progress, issues and problems
Client Focus
"Is about attitude and response to satisfying the needs of the internal and external customer to the mutual benefits of them and the business"
- Identifies and clarifies client priorities and ensures client requirements are met
- Takes action to fully understand the clients needs
- Has the ability to manage and exceed client expectations
- Takes personal ownership by responding promptly to internal and external customer requirements
- Requests and values client feedback
- Monitors customer satisfaction and identifies areas for improvement
- Promotes client loyalty by building relationships with all clients
Problem Solving and Decision Making
"Is about analysing problems, getting to the heart of the matter quickly and being able to critically evaluate different ideas to produce the best solutions"
- Has the ability to break a problem down into its component parts
- Gathers and assimilates the information needed to solve problems including evaluating priorities and timescales
- Takes ownership of and resolves straightforward problems quickly and effectively
- Strives to identify alternatives solutions in order to solve difficult problems and refers to others where appropriate
- Awareness of how decisions impact others
- Has the ability to effectively make decisions under pressure
Planning and Organisation
"Is about being systematic, being organised, planning flexibly but effectively"
- Structures and plans tasks effectively and makes plans in accordance with agreed goals
- Plans ahead, prioritises tasks and monitors progress, making alterations where necessary
- Demonstrates a proactive approach to ensuring tasks are complete to specific deadlines
- Makes full use of the resources available to complete tasks on time
- Has the ability to successfully manage a number of tasks at one time
Determination to Succeed
"Is about driving oneself to achieve, being self-motivated and being seen as determined and committed"
- Is self-motivated to achieve results
- Demonstrates commitment to both WYG and future career development
- Has ambition to meet and exceed professional and personal objectives
- Demonstrates the ability to influence irrespective of hierarchical power
- Demonstrates professionalism and credibility at all times