Behavioral Competency Assessment


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									A Behavioral Competency Dictionary helps identify the typical behavior that makes
some individuals more successful than others. This form identifies and gives a
description of twelve (12) different behavioral competencies in a chart form. This form is
useful for companies that wish to identify which employees will be successful based
upon certain assessed behavioral competencies.
                                                       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

                                                                                                                                                        Behavioral Competency Dictionary


                                                                 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

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.

                                                                                                                                              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;

                                                                                                                                              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.

                                                                                                                                            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

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,

                                                                                                                                                           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

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.

                                                                                                  Behavioral Competency Dictionary

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