Behavioral Competency Dictionary
The Behavioral Competencies
1. People Accountability
2. Conceptual Thinking
3. Communication & Coordination
4. Judgment & Decision making
5. Accomplishment
6. Team working
7. Leadership
8. Managing Execution
9. Resilience
10. Problem Solving
11. Flexibility
12. Client service orientation
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Behavioral Competency Dictionary
13.
Behavioral Competency Dictionary
Competencies Level D Level C Level B Level A
1- People Accountability Addresses longer term Challenges individuals openly and Monitors performance against Accepts accountability for own
performance problems, removing constructively about performance clear standards or deadlines, actions and performance Sets limits
poor performers from positions problems, adapting a firm but fair providing appropriate feedback for others’ behavior; gives clear
when necessary; provides guidance stance; holds people accountable when required; helps staff to start instructions and lets people know
and support as well as challenge for their actions and performance. again when setbacks occur. what is expected of them.
and positive criticism.
2- Conceptual Thinking Develops new and practical Identifies similarities and Uses basic knowledge and rules Thinks in a simple and straight
concepts or workable models to differences between current and and common sense in one’s work; forward manner; shows preference
explain situations, resolve issues or past situations; modifies or applies able to organize information into towards highly predictable or
increase productivity; analyses appropriate concepts and patterns, trends and identifies consistent issues / situation with
contributing factors to underlying methodologies in looking at missing pieces and discrepancies. little ambiguity.
reasons and conceptualizes to see different situations; assembles and
the bigger picture. present complex ideas, issues and
situations in a clear and simple
manner.
3- Communication & Serves as a role model for effective Uses persuasion, negotiation and Encourages others to share point of Uses appropriate format and
Coordination communication; cascades counseling to influence others; view and probes for more details; adapts content and style of
information down / across explains and shares sensitive and takes the necessary time to seek presentation to suit the audience;
functions with facts, rationale and critical information effectively; out others’ concerns and listens and views people’s
interpretation; communicates gives and receives feedback comments; present complex ideas suggestions positively; uses tact
issues which are unpopular; honestly and diplomatically; stands and concepts with confidence; and diplomacy in communicating
presents arguments logically using firm when faced with opposition, explains, justifies and delivers facts, conflicting ideas; ask clear
facts and breadth of knowledge; perseveres and continues to pursue ideas and opinion in a clear questions;
creates and communicates a s valid point. manner.
compelling and inspired vision.
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Behavioral Competency Dictionary
Behavioral Competency Dictionary
Competencies Level D Level C Level B Level A
4- Judgment & Decision Judges when to empower other to Takes timely information, where Uses professional knowledge and Draws on past experience in
making take decisions in uncertain necessary, based on limited understanding to evaluate options; making informed decisions;
circumstances; looks beyond the information, focuses clearly on real supports all decisions with relevant considers the risks and
existing policies to understand the issues, is not unduly swayed by information and arguments; takes consequences before taking a
underlying principles and applies to personal feelings and is not account of feedback and revises decision; keeps an open mind and
the situation; consider wider policy pressurized into hasty decisions; decisions; opens to possibility of is objective in accessing
issues before taking a decision. aims for consensus but can take changing a decision when new information; is aware of own
unpopular decisions when required information becomes available. limitations and refers difficult
to do so; is not constrained by past decisions to those better placed to
experiences and readily considers make them; consults fully with
new approaches. concerned staff.
5- Accomplishment Achieves significant progress in the Tackles difficult problems and takes Understands and works towards Clarifies what is expected; is
long term; has own measures of personal responsibility for reaching goals set by others; measures positive and enthusiastic about the
excellence and works to these; Acts solutions; pursues ways to improve progress against targets. job; does not give up at the first
entrepreneurially to make overall performance levels to give Acknowledges the work and hurdle.
performance gains. higher levels of satisfaction to contribution of others.
target groups.
6- Team working Makes people feel good about Looks for opportunities to Participates willingly in making Participates willingly and supports
being part of the group; able to contribute towards the effective decisions and accomplishing tasks team decisions; be a good team
bring out the best in people; and timely completion of on-going as a group; value input and player by doing his share of work;
promote a friendly climate; tasks led by others; publicly credit expertise of others; supports and keeps other team member
promotes / protects group others who have performed well; acts in accordance to group informed and up to date about the
reputation with outsiders; brings encourages and empowers others. decisions even when such decisions group’s progress; shares all
conflicts within team into open and may not reflect one’s position; relevant and useful information;
facilitates a beneficial resolution. promotes intra/inter team speaks positively of team
cooperation. members;
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Behavioral Competency Dictionary
Behavioral Competency Dictionary
Competencies Level D Level C Level B Level A
7- Leadership Serves as a role model of desired Protects the group and its Adopts an openness that Lead group meetings with clear
behaviour; provides direct, positive reputation by anticipating potential encourages team members to agenda and objectives; agrees
and corrective feedback; thinks problems; obtains resources / express ideas and views; makes timeframe and assigns role to solve
positively and does not hold back information for the group; team members feel that they can problems; provides all necessary
what needs to be said; motivates establishes and maintain good contribute to the team; looks for information on timely basis;
others to improve the quality of rapport with key players of other opportunities to promote team communicates information /
their work; communicates a groups / departments; faces up to morale and productivity. decisions to the people affected in
compelling vision to generate team members’ problems and is an appropriate manner; explains
commitment to group mission and not afraid to take unpopular the reasons for a decision where
objectives. decisions. appropriate.
8- Managing Execution Using situational leadership to Prepare to look across organization Evaluates past experience and level Identifies task and responsibilities
delegate task to accommodate the for the right skills and experience of interest in determining task to be assign based on past
varying skills and experience level and negotiate to obtain allocations; Assign and co-ordinate experience; Assign and coordinates
of staff; Looks for assignment for commitments; Assigns and co- resources and makes optimal use resources to get work done; Checks
which others can take complete ordinates resources and empowers of resources; Spend more time understanding on instruction and
authority and allocate assignment them with appropriate level of face-to-face to check requirement of tasks; Follow up
confidently; Gets involvement from authority; Shows care and concern understanding and provide with relevant parties based on
the beginning, discusses regularly and offers help to make appropriate assistance and agreed timelines to ensure
assignment and allows staff to things run more smoothly; support; Sets aside time weekly to completion of assignment; Explain
illustrate understanding; Set up Generally anticipates the meet with relevant parties to patiently the expected end
information Presents broad issues requirements to liaise with relevant review progress and success; products and involves staff in
and let staff to plan, create and parties and ensure appropriate Guides staff on key activities of identifying key activities and
‘own’ the solution. actions are taken; Empower staff to assignment and allows staff to be setting deadlines.
set down deadlines, monitor and independent in its implementation.
review progress while making self
easily available.
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Behavioral Competency Dictionary
Behavioral Competency Dictionary
Competencies Level D Level C Level B Level A
9- Resilience Wins others to work together and Maintains consistent work style Sees obstacles as “challenges” and Keep poised and professional in an
manages reluctance by being when under tight deadlines, tired enjoys overcoming them; Does not emotionally charged situation;
assertive and firm; Keep work or opposed by other parties; Stick quit after meeting with rejection Takes persistent, repeated action
commitment by focusing on end with difficult task with over long and keeps trying until found the to overcome obstacles; Keeps on
results; Does not give or abandon period of time to complete it, or solutions; Keep control of the emotions from interfering with
own position or ideas even when until it becomes obvious that the situation when responding to work; Copes and adapts well with
others appear to hold opposite task is not reasonably attainable; opposing views or raising changing conditions and situations;
opinion on an issue/decision; Stay Willingly accepts additional important issues; Takes upon own Recover quickly after an
calm in the face of other’s anger of responsibilities when required to self to proceed work by others; unsatisfactory interaction with
lack of control and defends all takes risk to try new approaches in Prepares to accept additional work others, rejection or
decision with ease when challenge; new responsibility. when required. disappointment; Refrains self from
Consistently works effectively impulsive behavior.
despite being under immense
pressure.
10- Problem Solving Recognizes and synthesizes Systematically breaks down a Able to see relationships among Generally, able to see basic
complex, unique relationships even complex problem or process into several parts of a problem / relationship, needs advice and
among apparently unrelated issues, component parts, making them situation, Encourages input from input to identify complex points /
seeks new information / concepts more manageable, Makes multiple others, probes and seeks issues, Refers to available materials
on an industry-wide basis to causal links between components information from several sources and past practices of the
facilitate analysis and of the problems; Looks outside to get at root of a problem / organizations, Uses fairly
interpretation of complex issues own area of expertise for ideas and situation, Uses acquired technical appropriate methods / techniques
and problems and studies their probes for information from all know-how and effective methods to solve a problem, Suggests
implications on the organization possible sources (either internal or to solve difficult problems, appropriate solutions using various
and the industry, puts together external) to get at root of a Understands and draws accurate standard references as the basis to
ideas, issues and observations and problem / situation, Uses rigorous conclusions / solutions using resolve problems when they occur
helps others to develop analytical logic and methods to solve difficult precedents as well as new ideas
skills in deriving at problems problems with effective solutions,
solving process, generates several Draws accurate and where
solutions / options and their value appropriate, innovative,
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Behavioral Competency Dictionary
Behavioral Competency Dictionary
Competencies Level D Level C Level B Level A
impact on the organization and its conclusions / solutions to
processes, applies appropriate problems, Anticipates and
problem solving techniques, evaluates problems and initiates
diagnostic studies, evaluation and preventive actions to ensure non
feedback to enhance occurrence
recommendations, uses new
technology, creative thoughts and
ideas to create alternative
solutions and their implications
11- Flexibility Models flexibility in all aspects for Responds to new and changing Adjust approaches to match varied Maintains effectiveness in new
others to emulate; understand responsibilities and tasks maturely; task requirements; changes tasks and changing environment;
repercussions of group conflicts identify areas of agreement when priorities and maintain composure receptive to changing assignments
and prevents from recurring; conflict arises and resolve conflict to meet changing demands; and policies; handles disruptions
manages conflicts with win-win effectively; deals effectively with maintains effectiveness when while still meeting deadlines.
solutions with outside work groups. ambiguity. dealing with people of diverse
cultures.
12- Client service orientation Establishes ways / methods to keep Sensitive to clients’ needs; be client Takes personal responsibility to Listens attentively to clients’
clients informed of the current advocate; assumes ownership to serve clients dependably and requests and concerns and
developments; serve as a role problems despite adverse responsively; handles difficult client promptly provides appropriate
model through exemplary personal circumstances; uses good judgment requests with positive and helpful information to resolve problem;
behavior; seeks synergistic service about what to give away; takes an attitude; follows through until shows resourcefulness in resolving
opportunities with other related active role in building service problem is resolved or question challenging client needs; maintains
parties; thinks cross functionally excellence into the organization. answered. composure and objectivity when
and illicit cooperation to support confronted with difficult clients.
client service objectives.
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