Leading and Managing People
Performance Evaluation
Level One Skills
- Makes sure staff understand evaluation criteria and evaluation process
- Works with staff to articulate clear performance plans and goals
Level Two Skills
- Works with staff to rewrite position descriptions and performance plans as organizational change occurs
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- Follows up throughout the year to ensure goals are appropriate and are being attained
Staff Development
Level One Skills
- Identifies staff members’ strengths and delegates tasks appropriately
- Uses rewards and recognitions effectively to recognize staff contributions
- Encourages professional development within resource constraints
- Directs staff having difficulties with personal and professional life to appropriate resources
Level Two Skills
- Recruits, develops, and retains a diverse and qualified workforce in an equitable manner
- Employs different approaches to getting work done
- Expands individual staff responsibility with assignments that increase discretionary range and scope
Collaboration and Team Building
Level One Skills
- Identifies and addresses morale concerns
- Encourages and facilitates cooperation within the organization and with customer groups
- Identifies and helps resolve conflicts to the satisfaction of all parties
Level Two Skills
- Develops leadership through coaching, rewarding, and guiding staff toward goal accomplishments
- Prevents conflicts by proactively addressing sources of conflict
- Creates a culture of trust, confidence, and high ethical standards through personal demonstration
Customer Relations
Level One Skills
- Actively promotes the ITU Customer Service Guidelines
- Uses a regular process of service evaluation from all customers
- Identifies customers and understands their needs
- Identifies customer concerns and collaboratively develops solutions
Level Two Skills
- Analyzes customer input to improve services
- Proactively anticipates customer needs
- Seeks continuous improvement in quality of services, products and processes
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