Generic Model
Generic Model
Interpersonal Skills
Demonstrating sensitivity/empathy – Shows sincere interest in others and their concerns, and
demonstrates sensitivity to the needs and feelings of others; helps others resolve sensitive
interpersonal problems as appropriate; looks for ways to help people, and pitches in to help
others.
Demonstrating insight into behavior – Recognizes and accurately interprets the verbal and
nonverbal behavior of others; shows insight into the actions and motives of others, and
recognizes when relationships with others are strained.
Respecting diversity – Demonstrates sensitivity and respect for the opinions, perspectives,
customs and individual differences of others; promotes and strives to create a workforce and
environment that represents and values diversity of people and ideas.
Working with diverse people – Is flexible and open-minded when dealing with a wide range
of people; listens to and considers others’ viewpoints and alters opinion when it is
appropriate to do so; works well and develops effective relationships with highly diverse
personalities.
Learning about other cultures – Takes action to learn about and understand the climate,
orientation, needs, and values of other groups, organizations, or cultures; willingly adjusts
behavior or appearance as necessary to show respect for others’ values and customs.
Integrity
Behaving ethically – Abides by a strict code of ethics and behavior; chooses an ethical
course of action and does the right thing, even in the face of opposition; encourages others to
behave accordingly.
Acting fairly – Treats others with honesty, fairness and respect; makes decisions that are
objective and reflect the just treatment of others.
Taking responsibility – Takes responsibility for accomplishing work goals within accepted
timeframes; accepts responsibility for one’s decisions and actions and for those of one’s
group, team, or department; attempts to learn from mistakes.
Maintains a positive attitude – Projects a professional image of oneself and the organization;
demonstrates a positive attitude towards work; takes pride in one’s work and the work of the
organization.
Initiative
Persisting – Pursues work with energy, drive, and a strong accomplishment orientation;
persists and expends extra effort to accomplish tasks even when conditions are difficult or
deadlines are tight; persists at a task or problem despite interruptions, obstacles, or setbacks.
Taking initiative – Goes beyond the routine demands of the job; takes initiative in seeking
out new work challenges and increasing the variety and scope of one’s job; seeks
opportunities to influence events and originate action; assists others who have less experience
or have heavy workloads.
Setting challenging goals – Establishes and maintains personally challenging but realistic
work goals; exerts effort toward task mastery; brings issues to closure by pushing forward
until a resolution is achieved.
Working independently – Develops own ways of doing things; is able to perform effectively
even with minimal direction, support or approval and without direct supervision.
Attending to details – Diligently checks work to ensure that all essential details have been
considered; notices errors or inconsistencies that others have missed, and takes prompt,
thorough action to correct errors.
Complying with policies – Follows written and verbal directions; complies with
organizational rules, policies and procedures.
Willingness to Learn
Participating in training – Takes steps to develop and maintain knowledge, skills, and
expertise necessary to achieve positive results; participates fully in relevant training
programs and actively pursues other opportunities to develop knowledge and skills.
Anticipating changes in work – Anticipates changes in work demands and searches for and
participates in assignments or training that address these changing demands; treats
unexpected circumstances as opportunities to learn.
Tier 2
Academic Competencies
Reading
Attention to detail – Identifies main ideas; notes details and facts; detects inconsistencies;
identifies implied meaning and details; identifies missing information; identifies trends.
Application – Integrates what is learned from written materials with prior knowledge;
applies what is learned from written material to follow instructions and complete specific
tasks; applies what is learned from written material to future situations.
Writing
Mechanics – Uses standard syntax and sentence structure; uses correct spelling, punctuation,
and capitalization; uses appropriate grammar (e.g., correct tense, subject-verb agreement, no
missing words).
Tone – Writes in a manner appropriate for business; uses language appropriate for the target
audience; uses appropriate tone and word choice (e.g., writing is professional and courteous).
Mathematics
Quantification – Reads and writes numbers; counts and places numbers in sequence;
recognizes whether one number is larger than another.
Computation – Adds, subtracts, multiplies, and divides with whole numbers, fractions,
decimals, and percents; calculates averages, ratios, proportions and rates; converts decimals
to fractions; converts fractions to percents.
Speaking – Expresses information to individuals or groups taking into account the audience
and the nature of the information (e.g., technical or controversial); speaks clearly and
confidently; information is organized in a logical manner; speaks using common English
conventions including proper grammar, tone and pace; tracks audience responses and reacts
appropriately to those responses; effectively uses eye contact and non-verbal expression.
Listening – Receives, attends to, interprets, understands, and responds to verbal messages
and other cues; picks out important information in verbal messages; understands complex
instructions; appreciates feelings and concerns of verbal messages.
Reasoning – Possesses sufficient inductive and deductive reasoning ability to perform job
successfully; critically reviews, analyzes, synthesizes, compares and interprets information;
draws conclusions from relevant and/or missing information; understands the principles
underlying the relationship among facts and applies this understanding when solving
problems.
Mental agility – Identifies connections between issues; quickly understands, orients to, and
learns new assignments; shifts gears and changes direction when working on multiple
projects or issues. [is this part of critical thinking]
Active Learning
Learning strategies – Applies a range of learning techniques to acquire new knowledge and
skills; processes and retains information; identifies when it is necessary to acquire new
knowledge and skills.
Comprehending the basics – Understands and efficiently uses basic computer hardware
(e.g. PCs, printers) and software (e.g. word processing software, spreadsheet software) to
perform tasks; understands common computer terminology (e.g., program, operating
system) and is familiar with the fundamental capabilities of computers.
Entering data – Enters data into computer files quickly, with an acceptable degree of
accuracy; double checks data entry carefully; notices when data are missing or look
wrong and takes steps to ensure computer files are complete and accurate.
Preparing documents – Uses word processing programs to create, edit, and retrieve
document files; types materials quickly and accurately; checks work carefully and
identifies/corrects typographical errors; uses basic reference materials and tools (e.g.,
spell check) to ensure accuracy.
Tier 3
Workplace Competencies
Teamwork
Acknowledging team membership and role – Accepts membership in the team; shows
loyalty to the team; determines when to be a leader and when to be a follower depending on
what is needed to achieve the team’s goals and objectives; encourages others to express their
ideas and opinions; identifies and draws upon team members’ strengths and weaknesses to
achieve results; learns from other team members.
Identifying with the team and its goals – Identifies the goals, norms, values, and customs of
the team; is a team player and contributes to the group’s effort; uses a group approach to
identify problems and develop solutions based on group consensus; effectively
communicates with all members of the group or team to achieve team goals and objectives.
Employing unique analyses – Employs unique analyses and generates new, innovative ideas
in complex areas; integrates seemingly unrelated information to develop creative solutions;
develops innovative methods of obtaining or using resources when insufficient resources are
available.
Entertaining new ideas – Is open to considering new ways of doing things; actively seeks
out and carefully considers the merits of new approaches to work; willingly embraces new
approaches when appropriate and discards approaches that are no longer working.
Dealing with ambiguity – Takes effective action when necessary without having to have all
the necessary facts in hand; easily changes gears in response to unpredictable or unexpected
events, pressures, situations and job demands; effectively changes plans, goals, actions or
priorities to deal with changing situations.
Customer Focus
Acting professionally – Is pleasant, courteous and professional when dealing with internal or
external customers; develops constructive and cooperative working relationships with
customers, and displays a good-natured, cooperative attitude; is calm and empathetic when
dealing with hostile customers.
Keeping customers informed – Follows up with customers during projects and following
project completion; keeps clients up to date about decisions that affect them; seeks the
comments, criticisms and involvement of customers; adjusts services based on customer
feedback.
Prioritizing – Prioritizes various competing tasks and performs them quickly and efficiently
according to their urgency; finds new ways of organizing work area or planning work to
accomplish work more efficiently.
Allocating resources – Estimates resources needed for project completion; allocates time and
resources effectively and coordinates efforts with all affected parties; keeps all parties
informed of progress and all relevant changes to project timelines.
Creative Thinking
Seeing the big picture – Has broad knowledge and perspective; pieces together seemingly
unrelated data to identify patterns and trends and to see a bigger picture; understands the
pieces of a system as a whole and appreciates the consequences of actions on other parts of
the system; possesses a big-picture view of the situation.
Identifying the problem – Anticipates or recognizes the existence of a problem; identifies the
true nature of the problem by analyzing its component parts; uses all available reference
systems to locate and obtain information relevant to the problem; recalls previously learned
information that is relevant to the problem.
Locating, gathering, and organizing relevant information – Effectively uses both internal
resources (e.g., internal computer networks, company filing systems) and external resources
(e.g., internet search engines) to locate and gather information; examines information
obtained for relevance and completeness; recognizes important gaps in existing information
and takes steps to eliminate those gaps; organizes/reorganizes information as appropriate to
gain a better understanding of the problem.
Choosing a solution – Decisively chooses the best solution after contemplating available
approaches to the problem; makes difficult decisions even in highly ambiguous or ill-defined
situations; quickly chooses an effective solution without assistance when appropriate.
Keeping current – Demonstrates an interest in learning about new and emerging tools and
technologies; seeks out opportunities to improve knowledge of tools and technologies that
may assist in streamlining work and improving productivity.
Internet applications – Effectively uses the internet and web-based tools to manage basic
workplace tasks (e.g., timekeeping, maintaining employee records, conducting
information searches); understands and performs internet functions requiring the use of
log-in and password information; is aware of company guidelines surrounding internet
usage and complies with those guidelines.
Spreadsheets – Uses spreadsheet software to enter, manipulate, edit and format text and
numerical data; effectively creates and saves worksheets, charts, and graphs that are well
organized, attractive, and useful.
Arranging – Makes arrangements (e.g. for traveling, meetings) that fulfill all
requirements as efficiently and economically as possible; handles all aspects of
arrangements thoroughly and completely with little or no supervision.
Shiftwork – Effectively coordinates the transition of employees at the beginning and end
of each work shift; disseminates crucial information in an organized manner to rapidly
bring employees up to speed at the start of their shifts; ensures that employees are
updated on work completed on past shifts and work that still needs to be completed.
Detecting errors – Detects and corrects errors, even under time pressure; notices errors or
inconsistencies; forwards or processes forms in a timely and accurate manner.
Completing forms – Selects and completes appropriate forms quickly and completely;
attends to and follows through on important information in paperwork; expedites forms,
orders or advances that require immediate attention.
Business Fundamentals
Business ethics – Demonstrates respect for coworkers, colleagues, and customers; acts in
the best interest of the company, the community, and the environment; complies with
applicable laws and rules governing work and reports loss, waste, or theft or company
property to appropriate personnel.
Market knowledge – Understands market trends in the industry and the company’s
position in the market; knows who the company’s primary competitors are, and stays
current on organizational strategies to maintain competitiveness.
Tier 6
Occupation-Specific Knowledge Areas
Biology
Knowledge of plant and animal organisms, their tissues, cells, functions, interdependencies,
and interactions with each other and the environment.
Knowledge of materials, methods, and the tools involved in the construction or repair of
houses, buildings, or other structures such as highways and roads.
Chemistry
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing,
managing files and records, stenography and transcription, designing forms, and other office
procedures and terminology.
Knowledge of principles and processes for providing customer and personal services. This
includes customer needs assessment, meeting quality standards for services, and evaluation of
customer satisfaction.
Design
Knowledge of economic and accounting principles and practices, the financial markets,
banking and the analysis and reporting of financial data.
Knowledge of principles and methods for curriculum and training design, teaching and
instruction for individuals and groups, and the measurement of training effects.
English Language
Knowledge of the structure and content of the English language including the meaning and
spelling of words, rules of composition, and grammar.
Fine Arts
Knowledge of the theory and techniques required to compose, produce, and perform works
of music, dance, visual arts, drama, and sculpture.
Food Production
Knowledge of techniques and equipment for planting, growing, and harvesting food
products (both plant and animal) for consumption, including storage/handling techniques.
Foreign Language
Knowledge of the structure and content of a foreign (non-English) language including the
meaning and spelling of words, rules of composition and grammar, and pronunciation.
Geography
Knowledge of principles and methods for describing the features of land, sea, and air
masses, including their physical characteristics, locations, interrelationships, and distribution
of plant, animal, and human life.
Knowledge of historical events and their causes, indicators, and effects on civilizations and
cultures.
Mathematics
Knowledge of machines and tools, including their designs, uses, repair, and maintenance.
Knowledge of the information and techniques needed to diagnose and treat human injuries,
diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and
interactions, and preventive health-care measures.
Knowledge of different philosophical systems and religions. This includes their basic
principles, values, ethics, ways of thinking, customs, practices, and their impact on human
culture.
Physics
Knowledge of raw materials, production processes, quality control, costs, and other
techniques for maximizing the effective manufacture and distribution of goods.
Psychology
Knowledge of principles and methods for showing, promoting, and selling products or
services. This includes marketing strategy and tactics, product demonstration, sales
techniques, and sales control systems.
Knowledge of group behavior and dynamics, societal trends and influences, human
migrations, ethnicity, cultures and their history and origins.
Telecommunications
Transportation
Knowledge of principles and methods for moving people or goods by air, rail, sea, or road,
including the relative costs and benefits.
Tier 9
Management Competencies
Identifying resources – Continually seeks to identify resources (e.g. staffing, training and
monetary resources), both internal and external, that can be useful to unit and assist in work
accomplishment; proactively works to secure additional resources for work unit.
Informing – Develops strategic plans for making a wide array of resources available; ensures
that knowledge of those resources is spread throughout organization.
Creating efficiencies – Consistently seeks to perform work unit tasks in a cost efficient
manner; identifies ways to produce the same level and quality of work while utilizing fewer
resources; creates an organizational climate in which cost effectiveness is valued and
rewarded.
Gathering information – Studies all relevant budget material and anticipates future needs by
gathering data on forthcoming plans; ensures that budget proposals incorporate all elements;
translates organizational objectives, priorities, and analysis of current resources into accurate
budget proposals.
Preparing – Prepares highly accurate and precise estimates of costs; obtains the most recent
cost estimates from vendors or catalogs.
Ensuring completeness – Prepares budget justifications and proposals that reflect the needs
of the office; submits proposals that are thorough and accurate, and that receive management
acceptance with little or no questioning.
Staffing
Planning – Effectively engages in staff planning and helps to ensure that work unit is
appropriately staffed to accomplish its goals; anticipates obstacles to staff planning, such as
shifting economic and political climates, and makes appropriate contingency plans for these
possibilities.
Building cooperative teams – Encourages and builds mutual trust, respect and cooperation
among team members; seizes opportunities and utilizes creative methods to build team
cooperation and cohesion.
Explaining job duties – Clearly explains job duties, responsibilities and priorities; informs
employees of the work for which they will be responsible for and helps them establish
priorities; checks to ensure that employees understand duties and responsibilities.
Setting performance goals – Helps employees set performance goals; in consultation with
employees, sets goals that are clear, specific and attainable; informs employees of deadlines
for goal attainment.
Monitoring Work
Reviewing work – Conducts frequent progress review meetings with subordinates and team
members to discuss progress and any barriers to progress; conducts after-reviews upon task
completion to identify lessons learned and generate ideas for more effective task completion
in the future.
Soliciting feedback – Solicits feedback from multiple sources during and following task
completion to ensure employee tasks are performed correctly, and to learn how employee and
team performance can be improved; conscientiously monitors downstream consequences of
work to ensure tasks are completed correctly and have intended consequences.
Informing
Gathering and disseminating – Continually gathers data from diverse sources to determine
what information employees need to perform their work; disseminates information to
employees in a timely, efficient manner.
Delegating
Delegating efficiently – Efficiently delegates tasks so that organizational goals are met
within established timelines; delegates tasks that are not central to the leader’s role and which
allow the leader to use his/her time more effectively.
Delegating appropriately – Makes delegation decisions that take into account the size of the
task, whether an employee has the necessary background and skills to complete the task, and
the sensitivity and importance of the task; delegates tasks that are challenging but not
overwhelming; delegates tasks that develop and extend employee skills.
Supporting Others
Demonstrating positive regard – Shows acceptance and positive regard for employees;
maintains a pleasant, cheerful disposition; provides support and sympathy when others are
anxious or upset.
Advocating – Publicly affirms the importance and value of individual and group tasks in
order to minimize the effect of budget cuts or other constraints on resources; skillfully
advocates on behalf of employees, teams and their work; works hard to increase the
prominence of employee’s or team’s work within organization.
Enhancing skills on the job – Provides opportunities for skill development on the job; plans
for and seeks out developmental opportunities and stretch assignments that simultaneously
develop employees and help the organization reach its goals; when appropriate, gives
employees opportunities to mentor more junior employees.
Identifying career issues – Provides career advice; helps employees identify career problems
including lack of advancement, interpersonal conflicts and burnout; helps employees identify
career paths and promotion opportunities in the organization.
Rewarding – Rewards employees for high performance; takes the time to determine what is
rewarding for individual employees, and fairly and objectively dispenses rewards based on
performance indicators that reflect a person’s effort and competence.
Setting an example – Sets an example for others by acting in ways that are consistent with
organizational goals and objectives; confronts behavior that undermines the reputation of the
organization.
Developing a vision – Develops a strategic vision for the future of the organization or unit.
Generating excitement – Identifies fundamental values and beliefs to guide the organization
into the future; generates excitement, enthusiasm and commitment for the vision.
Strategic Planning/Action
Establishing objectives – Establishes long-range objectives and specifies the strategies and
actions necessary to achieve those objectives; identifies the most probable short and long-term
Identifying emerging trends – Identifies emerging trends and forms strategic plans to address
them.
Networking
Partnering – Establishes strong and lasting partnerships with business contacts; proactively
seeks ways of increasing business opportunities with contacts; skillfully influences and
negotiates with partners to create opportunities that increase the competitive position of both
parties.
Leveraging contacts – Leverages contacts to obtain information relevant to the health and
continued growth of the organization, including enhanced perspectives and feedback on
organizational performance.
Entrepreneurship
Thinking innovatively – Constantly searches for new ways of improving existing processes
and doing things more efficiently; strives to understand what is missing from current product
stream, and searches for new ideas for product improvement everywhere; attempts to address
product gaps and build the business by creating innovative and unique solutions.
Championing great ideas – Advances and promotes the best ideas, even in the face of
organizational resistance; shields the team from bureaucratic processes that interfere with an
innovative climate, and works to change processes that interfere with growth and innovation.
Rewarding innovation – Recognizes the contributions of those who have enabled positive
change, and gives appropriate rewards for extraordinary achievements.