360 Degree Feedback Items List

Item Selector

This form is used to help us develop a questionnaire to meet your needs. We have a list of questions (shown below) from which you may choose or get some ideas about the types of questions to ask on your survey. You are not limited to just the items shown here. This list is displayed to give us a starting point in developing your questionnaire.

You may use this form to tell us a little about the types of items you would like included on your questionnaire. Please select the items you wish to include by checking the box next to each item. Then when you are done, scroll to the bottom of the web page and press the SUBMIT button to submit this request. We will receive the request and contact you if needed.

If you want to add additional items, you may do so by typing them into the box at the bottom of this form.

Please tell us about yourself

Your name:
Title:
Company:
Email Address:
Phone:

The items shown below are organized into several dimensions. Please feel free to pick as many items from each dimension as needed.

Accountability
Defines objectives and strategies to meet customer requirements and organizational goals and objectives.
Acts like an owner when they make decisions.
Can be counted on to do what they say they are going to do.
Tackles issues head on and finds solutions.
Takes ownership of mistakes and learns from them.
Identifies and addresses areas of weakness that may affect organizational performance.
Keeps informed of performance through face-to-face meetings, written communications, analytical reports, and performance measures.
Keeps supervisor informed of progress, issues, and potential problems.
Maintains a cost/effective balance of controls and risk-taking to ensure effective and efficient operation within budget.
Manages performance to achieve expected results.
Takes full responsibility for results.
Achievement
Accepts setbacks and challenges as improvement opportunities
Complete work to a high technical standard
Complete work to given time frame and to budget
Demonstrates a well-organized and timely approach to achieve desired results
Follows-up and takes aggressive action; acts like an "owner" when goals are not met to ensure better results in the future.
Makes a plan for getting things done and drives execution of the strategic plan, actively supporting or leading initiatives to closure.
Promotes secure and appropriate system accessibility
Schedules time for self and others to optimize high priority and long term actions. Monitors progress towards business goals.
Set high standards in their performance
Systematically works to improve the organization
Action
...is not afraid to take corrective action when necessary.
...makes effective decisions, even when under pressure.
� effectively makes decisions
� positively motivates & supports others to gain skills
� positively motivates others to achieve or exceed goals
Displays high energy and enthusiasm on consistent basis.
Drive and mobilizes others progress toward goals.
Exhibits personal ambition and drive but not at expense of others.
Exhibits personal ambition and drive.
Seeks and utilizes opportunities for continuous learning and self-development.
Will do whatever it takes (within reason) to get the job done.
Works across organizational lines and boundaries to attain goals.
Works quickly when faced with difficult problems.
Adaptability
Ability to recognize the potential benefits of change, and create an infrastructure which supports change.
Develops insights and applies innovative solutions to projects and problems.
Flexible and open to new ideas and encourages others to value change.
Learns from personal experiences and/or mistakes.
Performs a wide range of tasks, responds to changes in direction and priorities and accepts new challenges, responsibilities, and assignments.
Recognizes and implements changes to enhance efficiency and effectiveness.
Willing to change ideas or perceptions based on new information or contrary evidence which is presented.
Administrative Skill
Able to develop, justify and present a budget.
Completes reports on-time.
Enthusiastic about taking on challenging projects.
Implements and uses performance measures.
Takes responsibility for decisions.
Analytical
Able to interpret financial data, reports, balance sheets, and cash flow analysis.
Analyzes issues and reduces them to their component parts.
Asks the "right" questions to size up or evaluate situations.
Can effectively interpret and analyze data.
Identifies patterns in conflicting information, events, or data.
Identifies patterns in conflicting information, events, or data.
Is comfortable working with numbers and data.
Selects the appropriate techniques for analysis.
Understands complex issues and problems.
Actively seeks constructive feedback from others.
Analyzes data and information from several sources and arrives at logical conclusions.
Connects experiences, analyzes the facts and spots issues across a wide array of legal and business issues to see patterns and draw conclusions not readily apparent to others.
Evaluates the integrity and comparability of data and identify existing gaps.
Identifies the part of the business value chain that is affected by a particular decision or action, diagnoses the situation, and prioritize what needs to be done and who needs to be involved.
Organizes information for decision making.
Recognizes areas of missing data and suggests other ways to obtain the needed information.
Recognizes patterns, draws logical conclusions, and makes recommendations for action.
Understands the connectivity of conflicting goals - present & future, cross-functional.
Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail.
Approaches a situation or problem by defining the problem or issue; determining its significance; collecting data; using tools such as flow charts, Pareto charts, fish diagram, etc. to disclose meaningful patterns in the data; making inferences about the meaning of the data; and using logic and intuition to arrive at conclusions or decisions.
Carefully weighs the priority of things to be done.
Identifies a set of features, parameters, or considerations to take into account, in analyzing a situation or making decisions.
Identifies many possible causes for a problem.
Makes a systematic comparison of two or more alternatives.
Notices discrepancies and inconsistencies in available information.
Sees most of the forces, events, entities, and people that are affecting (or are being affected by) the situation at hand.
Weighs the costs, benefits, risks, and chances for success, in making a decision.
Attitude
Builds open and trusting relationships.
Contributes to a positive and fun work environment.
Shows by their actions that they trust in the positive intentions of others.
Treats all people fairly and with respect.
Visibly supports and encourages diversity in style and background.
Works to eliminate unnecessary work or barriers that get in others' way.
Bias for Action
Coach others to foster an environment which can adapt quickly and willingly to rapid change.
Completes work on time
Converts the strategic plan into action
Conveys a sense of urgency about addressing problems and opportunities
Displays high energy and enthusiasm on consistent basis.
Drive and mobilizes others progress toward goals.
Effectively makes decisions
Encourages risk taking and experimentation to improve performance
Exhibits personal ambition and drive.
Identifies ways to simplify work processes and reduce cycle times
Is concerned about getting things done on time and within budget
Is not afraid to take corrective action when necessary.
Makes effective decisions, even when under pressure
Motivates others to achieve or exceed goals
Positively motivates & supports others to gain skills
Positively motivates others to achieve or exceed goals
Projects a "can-do" attitude when interfacing with peers, subordinates and customers(especially during difficult and challenging times).
Responds quickly to tough "people issues" when dealing with internal or external customers.
Seeks and utilizes opportunities for continuous learning and self-development.
Sets priorities for his/her action and initiates timely action
Supports others to gain skills
Takes decisive action to address problems, following up with relevant team members and coaching them on how to improve.
Works across organizational lines and boundaries to attain goals.
Works quickly when faced with difficult problems.
Business
Able to align resources to meet the business needs of the company.
Anticipates marketplace opportunities and supports speed to market.
Keeps informed of current income and expenses.
Maintains a focus on the 'bottom line' and profitability.
Understands and applies business and financial principles.
Understands how strategic choices are impacted by cost of capital.
Understands impacts of domestic & global market events & issues.
Understands the costs, profits, markets, and added value of issues.
Uses sound business judgement when making decisions.
Views problems from a business perspective, opportunity, investment, risks, and anticipated results.
Able to align resources to meet the business needs of [Company].
Asks the 'right' questions to size up or evaluate situations.
Can effectively interpret and analyze data.
Understands complex issues and problems.
Business Acumen
Able to align resources to meet the business needs of the company.
Acts decisively to frequently changing and uncertain external market.
Anticipates marketplace opportunities and supports speed to market.
Applies the knowledge of work processes to influence the achievement of business goals
Coach others to foster an environment which can adapt quickly and willingly to rapid change
Considers business models from outside the organization to help drive the market�s success using different approaches
Considers external and internal environmental factors when providing advice and solutions to problems.
Considers impact of actions on other areas of the organization.
Demonstrate sound commercial awareness
Demonstrates an understanding of appropriate R&D, Area, and Market resources to utilize for specific needs
Demonstrates an understanding of the hospital in its entirety and works to achieve results across disciplines, departments, and functions.
Demonstrates knowledge of the healthcare market and delivery systems in which we operate
Effectively develops and uses resources (people, time, money, supplies, equipment, and space) to improve organizational performance
Encourages Area team to keep up with industry changes; makes recommendations regarding recent business publications/resources
Encourages team to share best practices, challenges, and concerns, to drive help innovation and consistent district improvement
Exhibits behavior that is consistent with the vision, mission, and core values of the organization
Explores new directions/approaches for accomplishing job objectives
Focuses on business strategies that will lead to success in the market place.
Identifies and acts promptly to take advantage of potential market opportunities
Identifies new business opportunities.
Informs market team of available resources to provide information/developmental contacts for team
Is a "change champion," even when change appears difficult or initially unfavorable
Keeps up to date with business/industry trends using non-Company�s resources (newspapers, magazines, Internet)
Keeps up to date with business/industry trends using non-Company�s resources (newspapers, magazines, Internet) and shares this information with others
Links personal goals to [Company] growth and productivity goals
Maintains a focus on the 'bottom line' and profitability.
Maintains currency with laws, regulations, policies, procedures, trends, and developments.
Periodically assesses the current market environment, considering the following: competitive analysis surveys, each branch�s customer base, current consumer trends, new technology, how local and nati
Present a smart and professional image
Questions validity of company direction when it does not meet the needs of the Area
Recognizes "change champions" early when new processes/programs are introduced and points these people out as role models for others to follow
Recognizes constraints and works to remove barriers that may stand in the way of achieving organizational objectives
Seeks clarity when new directions, procedures, or programs are introduced
Sees potential future business opportunities and challenges by keeping up to date with business/industry trends (e.g., 5-year forecast)
Shares district ideas/recommendations with the rest of the market to drive market progress
Shares idea and methodologies with Area VP
Shares recent market and company-wide developments to keep team informed
Shares recommendations and plans with R&D, focusing on adapting to changes early within own area
Take prompt action when opportunities arise
Takes action based on knowledge of what [Company] must do to win the marketplace
Understands and applies business and financial principles.
Understands and uses appropriate R&D & Area resources
Understands how strategic choices are impacted by cost of capital.
Understands impacts of domestic & global market events & issues.
Understands the "basics" as to how [Company] functions/operates.
Understands the challenges facing Rohm & Haas.
Understands the costs, profits, markets, and added value of issues.
Uses Company�s communication tools (Email, internet, GroupWise) to share ideas and best practices with others
Uses sound business judgement when making decisions
Uses sound business judgement when making decisions.
Views problems from a business perspective, opportunity, investment, risks, and anticipated results
Weighs alternatives and selects practical solutions.
Business Literacy
Articulates management issues surrounding payroll as it relates to budgeting for the branch
Coaches co-workers on their role in maintaining and updating their knowledge of digital distribution and printing processes
Coaches Supervisors on how to use these reports to ensure branch�s success
Coaches Supervisors through the Branch Improvement Plan process and regularly assesses BIP progress of each branch in district
Collects and shares best practices and learning opportunities within each market (e.g., commercial account "wins," successful process ideas, etc.) and selects strongest for distribution to R&D
Collects and shares departments' best practices and learning opportunities with the Director
Collects and shares departments' best practices and learning opportunities within the market
Conducts system audits within the branch to ensure continuous improvement
Demonstrates a deep understanding of Company�s Financial Income Statement, Gap Analysis, BOA, BIP, MSM, and BOCP reports
Demonstrates an understanding of Company�s digital distribution and printing processes
Demonstrates an understanding of the processes and objectives of the sales program
Demonstrates working knowledge of POS report functions and uses
Effectively bids jobs for both single- and multiple-branch offices
Effectively manages cash control/security and loss prevention procedures
Encourages a climate of "open-book management" to ensure that every level of the organization is aware of Company�s current financial status
Follows Company�s HR policies, as well as national Employment Law standards (e.g., EEO, ADA, safe-site program, OSHA)
Helps co-workers understand their role in maintaining and improving branch systems
Helps to resolve any challenges among the DMs and RSMs
Hires based on annual business cycles to achieve highest branch productivity
Implements and maintains branch systems (e.g., Jet Lite, Waste Tracking)
Is sought out by others for advice and solutions because of his/her expert technical and product knowledge
Maintains an attractive, fully functional branch using knowledge of routine maintenance (d/w/m)
Manages to exceptional customer service standards, communicating customer service as a key business strategy
Models and encourages strong partnerships between Ops and Sales
Monitors performance of each district within the market, utilizing reports to ensure that sales growth, cost management, and profitability targets are met
Monitors performance of each market within the Area, utilizing reports to ensure sales growth, cost management, and profitability targets are met
Selects applicants who complement the competencies of the branch
Shares branch financials at every branch meeting and encourages co-workers to help address opportunities to improve branch performance
Spends time in departments with Managers to ensure that branch programs and systems are implemented, up-to-date, and effectively managed
Understands Company�s digital distribution and printing processes; drives digital competence within the market by requiring appropriate training and system management processes
Uses basic computer skills to meet customer needs
Uses his/her understanding of the processes/objectives of the sales program to work effectively with sales partners
Uses the branch purchasing and inventory systems effectively
Utilizes the BIP process to ensure continuous improvement
Change Management
Accepts the ambiguity that comes with change activities.
Acts as a champion for change.
Addresses change resistance and shows empathy with people who feel a loss as a result of change.
Demonstrates support for innovation and for organizational changes needed to improve the organization's effectiveness.
Develops, plans, and follows through on change initiatives.
Encourages others to question established work processes or assumptions and challenges them to ask "why" until cause is discovered.
Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities.
Establishes structures and processes to plan and manage the orderly implementation of change.
Facilitates groups or teams through the problem-solving and creative-thinking processes leading to the development and implementation of new approaches, systems, structures, and methods.
Facilitates the implementation and acceptance of change within the workplace.
Helps employees develop a clear understanding of what they will need to do differently as a result of changes in the organization.
Helps others to successfully manage organizational change.
Implements or supports various change management activities (e.g., communications, education, team development, coaching).
Initiates, sponsors, and implements organizational change.
Involves appropriate parties in changes.
Works cooperatively with others to produce innovative solutions.
Clarity
Allows employees to influence the performance goals that are set, rather than essentially setting goals for them
Attends to all the important details when doing a job
Defines the standards of excellence required, avoiding unclear or conflicting standards (i.e. Five Field Measures)
Is strict about checking details
Makes problems and their causes completely clear so that employees can correct them
Makes sure they are clearly and thoroughly explained and understood when tasks or projects are assigned
Sets challenging and difficult performance goals and standards for employees
Works to reduce ambiguity and mixed messages
Client Focus
Ensures client commitments & requirements are met or exceeded
Focuses the team on meeting clients� requirements
Follows up to ensure client needs are met
Forms strong client relationships
Pursues the best client-focused responses that add value to the business
Satisfies client's needs
Seeks opportunities to do things that have a positive impact on Clients before being asked or forced by circumstances
Spends time with clients to define their expectations and where improvements can be made
Co-worker Development
Adapts coaching and mentoring approach to meet the style or needs of individuals
Coaches/mentors individuals outside of direct team for performance improvement and to help them be effective coaches for others
Documents problematic performance issues and actions to be taken.
Gives others development opportunities through project assignments and increased job responsibilities
Matches the competencies and confidence of the co-worker to the task when delegating assignments (i.e., uses Situational Leadership)
Monitors and assesses the performance levels of individuals and team, measuring them against targets
Provides access to development resources for co-workers
Provides ongoing feedback to co-workers on their development progress
Provides performance coaching for each co-worker to help him/her improve
Provides specific, timely, meaningful feedback for Supervisor team when performance is substandard, pointing out deficiencies as they occur
Reviews others' work for quality and provides feedback
Sets and clearly communicates expectations, performance goals, and measurements to others
Sets high/stretch goals for individuals and teams
Takes immediate action on poor performance
Teaches Situational Leadership principles to team members
Works to identify root causes of performance problems
Works with representatives from Training and HR to identify training needs and training-based solutions
Writes complete developmental performance appraisals with clear goals, using SMART criteria
Writes performance reviews based upon facts and demonstrated behaviors
Coaching
Actively develops the capability of others.
Communicates high personal standards informally � in conversation, daily contact, and so on
Expects employees to find and correct their own errors, rather than feeling that you must correct errors and solve problems for them
Knows the capabilities and motivations of the individuals in the work group Building warm, friendly relationships with employees, rather than remaining cool and aloof
Provides clear, motivating, and highly constructive coaching and feedback.
Sits down regularly with employees to coach them on areas that will enhance their success
Clarifies responsibilities, authority, and expectations.
Communicates effectively and develops subordinates.
Conducts performance appraisal and feedback.
Provides guidance in how to strengthen knowledge and skills to improve personal and organizational performance.
Provides new assignments and experiences to develop the employees� capability.
Provides timely guidance and feedback to help staff accomplish a task or solve a problem.
Works with employee behavior problems.
Comments
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Commitment To Result
Conveys strong sense of own pride in Company to associates by creating a shared vision around sales and customer service.
Coordinates all store activities into a cohesive team effort.
Creates a sense of urgency among the store team members to complete activities, which drive sales.
Creates and maintains a store environment that welcomes customers by providing an appealing, interactive and exciting store.
Creatively selects demo products and gets them out of the box to maximize daily sales potential.
Looks for opportunities to maximize sales by making merchandise presentation customer friendly and accessible.
Willing to do whatever it takes-not afraid to have to put in extra effort.
Communication
� listens well
� takes time to listen to you
Able to deliver presentations.
Able to demonstrate persuasiveness in pursuit of objectives.
Able to effectively prepare and deliver presentations influentially.
Accurately attends to/understands ideas which are exchanged.
Addresses issues of key importance to stakeholders.
Can effectively deliver presentations.
Clarifies words or statements to gain better understanding of the message.
Communicate well
Communicates a clear understanding of the subject at hand.
Communications with college leadership
Communications with department leadership
Conveys ideas confidently and succinctly.
Conveys priorities with right sense of urgency and importance.
Delivers effective presentations.
Delivers influential presentations.
Delivers messages with energy, enthusiasm, and conviction.
Delivers messages with personal energy, enthusiasm, and conviction.
Delivers well-prepared, informed, poised and succinct presentations.
Listening to your side in employer/employee disputes
Prepares and delivers presentations.
Speaks clearly, fluently, and in a compelling manner to both individuals and groups.
Writes in a clear and concise manner, using appropriate grammar, style, and language for the reader.
An effective listener who is responsive to information needs
Chooses the communication medium (ie. email, voice mail, memo, project document) that reflects the needs of the content. (ie. urgency, confidentiality, content scope)
Communicates effectively with all levels of the organization.
Communicates project information accurately and clearly.
Communicates the vision of the organization to all employees
Communicates to employees how their jobs/ works/ goals relate to organizational goals
Considers the audience in how the communication is presented.
Delivers clear and concise instructions.
Delivers effective public presentations.
Delivers information in a clear, concise, and logical manner.
Demonstrates clear verbal and written communication skills
Demonstrates persuasiveness in pursuit of objectives.
Effectively prepares and delivers presentations influentially.
Focuses communications on the relevant key issues.
Is an effective and motivating communicator.
Is an effective communicator
Listens actively & speaks clearly and directly.
Listens carefully.
Listens well
Persuasive and articulate when communicating.
Takes time to listen to you
Writes in a concise and organized manner.
Asks clarifying questions when understanding is incomplete to assure the speaker of the commitment to understanding what was said.
Demonstrates a willingness to share ideas and perspectives and encourages others to do the same.
Documents created include correct spelling, grammar and punctuation.
Ensures that important information from management is shared with employees and others as appropriate.
Ensures that others involved in a project or effort are kept informed about developments and plans.
Ensures that regular, consistent communication takes place within area of responsibility.
Establishes communication plans and/or systems to ensure that communications fully support the work of the organization.
Keeps manager informed about progress and problems.
Listens effectively (see definition, page 39).
Maintains eye contact with all members/areas of the audience, unless cultural norms dictate not maintaining eye contact in individual communications.
Makes clear and convincing oral presentations(to individuals and groups) that achieve their purpose.
Organizes ideas in a clear, logical flow that can easily be followed by the audience.
Organizes written ideas clearly and signals the organization of the document to the reader (e.g., through an introductory paragraph or use of headings).
Persists in seeking understanding despite obstacles.
Presents information, analysis, ideas, and positions in writing in a clear and convincing manner.
Provides feedback on what was heard.
Responds to statements and comments of others in a way that reflects understanding of the content of what was said and the accompanying emotion expressed.
Shares ideas and information with others who might find them useful.
Speaks clearly so that others can hear what is being said.
Summarizes or paraphrases understanding of what listeners say in questions or comments to verify understanding and prevent miscommunication.
Tailors oral communications, whether formal (e.g., speech) or informal, to the level and experience of the audience.
Tailors writing to effectively reach the intended audience.
Uses appropriate writing style consistent with organizational guidelines and norms.
Uses graphics and other aids to clarify complex or technical information.
Uses multiple channels or means to communicate important messages (e.g., memos, newsletters, meetings, email, intranet).
Uses presentation software, graphics, and other aids to clarify complex or technical information.
Communication Skills
Checks for understanding throughout conversations or group presentations/discussions
Coaches others and provides feedback on the use of different oral communication styles for different audiences
Coaches others on their written communication skills
Comes across as comfortable and effective as a public speaker
Communicate effectively with colleagues and customers
Communicates clearly and concisely in writing (e.g., professional correspondence is well-organized, to the point, and uses correct spelling, punctuation, and grammar)
Communicates company/market changes to appropriate team members in a timely manner
Communicates Corporate initiatives in a relevant and actionable manner to employees within his/her organization.
Communicates effectively with management, both upward and downward
Communicates goals of project, resources required, resources available, etc. to team
Communicates progress on business goals to team and upper management
Conducts regular performance feedback discussions with individuals and teams
Deal with difficult situations calmly and confidently
Delivers difficult messages to co-workers in an appropriate manner
Delivers difficult/sensitive messages to co-workers in an appropriate manner
Effectively and regularly communicates regarding issues that are critical to the team
Effectively delivers presentations to teams, large groups, and diverse audiences
Explains complex concepts clearly, using terms/style appropriate for the audience
Explains issues logically, breaking down complex issues into manageable pieces of information
Explains the "why" behind decisions and actions
Expresses ideas clearly and concisely to individuals and groups, in both formal and informal settings
Has the confidence to communicate effectively to all levels (from CEO down) of the organization, external customers, suppliers, as well as the senior counsel of other companies.
Inspires others to take action based on his/her communications
Let people know what is expected of them
Listen and understand
Listens attentively and without interrupting to team members and customers
Listens to others' points of view with an open mind
Maintains self-control in conversations; expresses opinions without coming across as overly emotional
Makes the complex simple. Presents issues, ideas, and strategy concisely and clearly and can effectively translate legal jargon into business context.
Prepares effective external communications, using basic familiarity of legal requirements and limitations
Present their message with professionalism
Receives and answers questions - on the spot. S/he has a willingness to address the tough questions.
Responds to questions with accurate and complete answers
Reviews any "action steps" resulting from meetings or conversations before concluding to ensure clarity and that plans will be executed
Takes steps to prevent interruptions when important issues are being discussed
Uses active listening techniques (e.g., paraphrasing, reflecting, open-ended questions) to ensure successful communication
Uses effective non-verbal communication (e.g., eye contact, nodding, gestures, etc.)
Writes complete and developmentally-oriented performance appraisals with clear goals, using SMART criteria
Company
Attends [Company] gatherings and social events.
Expresses loyalty and dedication to [Company] in interactions with others.
Follows existing procedures and processes.
Impresses upon others the important aspects of [Company].
Subordinates personal or immediate department goals to overall needs of [Company].
Supports [Company]'s marketing efforts.
Understands how decisions impact other business units beyond their immediate department of work group.
Understands the "basics" as to how [Company] functions/operates.
Understands the use of [Company] products and services.
Understands the 'basics' as to how [Company] functions/operates.
Conflict Management
Deals effectively with others in an antagonistic situation.
Finds agreement on issues and follows through on implementation.
Recognizes differences of opinion, brings them out into the open for discussion, and looks for win-win solutions.
Uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.
Continual Improvement
Builds on ideas of others to come up with new ways to address organizational issues or problems.
Generates creative new solutions and approaches to customer issues and organizational processes.
Makes use of quality tools to improve processes.
Stresses accountability and continuous improvement.
Continual Learning
Builds on strengths and addresses weaknesses.
Curious.
Demonstrates an understanding of new information.
Masters new technical and organization concepts and information.
Pursues self-development.
Seeks feedback from others and is receptive to new ideas and perspectives.
Seeks opportunities to master new knowledge.
Customer Focus
...friendliness and courtesy
...friendliness and courtesy of our customer service representatives/tellers
Considers customers point of view when making decisions.
Does not hesitate to address customer concerns or complaints.
Ensures all customer commitments & requirements are met or exceeded.
Ensures customer commitments are met with quality products and services.
Evaluates both operating and customer requirements when solving a problem.
Expresses courtious attitude with customers.
Focuses on needs of customers.
Has received few complaints from customers.
Is effective in satisfying customer needs.
Is not condescending toward customers.
Is willing to answer questions from customers.
Listens to and fully understands the customers needs.
Our team�s current activities reflect a strong focus on the customer
Pursues the best customer-focused responses that add value to the business.
Understands the importance of addressing customer concerns.
Works extra if needed to assist a customer.
Actively works to ensure that the customer has a satisfying shopping experience and leaves the store with the desire to return.
Acts in an empowered way to handle customer service issues at store level.
Asks questions and listens carefully to determine customer needs and to ensure that the customer's needs are met.
Communicates to associates that visual presentation of the store should reflect the customer's point of view and what they would like.
Consistently models positive customer service attitudes.
Displays behaviors that support a broad definition of customer.
Does whatever it takes to make sure the customers' needs are fully met.
Ensures all customer commitments and requirements are met or exceeded.
Ensures that customer service standards are maintained while completing sales support tasks by greeting, assisting, and thanking each customer.
Focuses the team on meeting customers� requirements
Follows up to ensure customer needs are met
Form strong customer relationships
Forms strong customer relationships
Has a sense of urgency regarding customer communication and satisfying customer needs.
Maintains regular 2-way dialogue with the customer
Our team?s current activities reflect a strong focus on the customer
Responds quickly to customer problems and needs.
Responds to customer needs, questions, and concerns in an accurately timely manner.
Satisfies customers' needs by offering product knowledge and alternative product to meet needs.
Seeks opportunities to do things that have a positive impact on customers before being asked or forced by circumstances
Seeks to understand what the customer wants or needs.
Spends time with customers to define their expectations and where improvements can be made
Stays focused by seeing all aspects of the store through the customers' eyes.
Turns customer needs into actions and results.
Understand customer needs
Develops and maintains strong relationships with customers.
Develops and sustains productive customer relationships.
Develops trust and credibility with the customer.
Finds ways to measure and track customer satisfaction.
Goes the extra mile to satisfy customer needs and expectations.
Is accessible and provides prompt, attentive service.
Lets customers know he/she is willing to work with them to meet their needs.
Makes customers and their needs a primary focus of one's actions.
Presents a cheerful, positive manner with customers.
Quickly and effectively solves customer problems.
Readily readjusts priorities to respond to pressing and changing client demands.
Talks to customers (internal or external) to find out what they want and how satisfied they are with what they are getting.
Understands and is responsive to customers' objectives and needs.
Decision Making
Asks for additional information when making critical decisions, rather than operate blindly
Assesses the risks, benefits, and potential impact of a number of options when deciding a course of action
Balances analysis with decisiveness in order to meet deadlines
Breaks complex issues into manageable parts and organizes them in a systematic way before making decisions
Coaches team members individually when "poor" decisions are made; helps them see what could have been done differently
Coaches team on decision-making, especially from a multiple-site-management perspective
Comes across as confident, decisive, and resilient
Defers decisions upwards only when necessary and appropriate
Determines where actual results differ from desired results and makes necessary corrections
Develops and shares effective decision-making practices and tools to further develop Area Team
Does not lose sight of the big picture when making decisions
Effectively prioritise and organise themselves and their workload.
Encourages and helps others to "stay the course," even when faced with adversity
Encourages team to provide input on branch decisions when appropriate
Evaluates the effectiveness of decisions and transfers learnings to future decisions
Focuses attention on treating the causes of problems rather than simply addressing the symptoms
Helps the Supervisor team make effective business decisions by ensuring the correctness of Company�s reports/resources
Is well-versed in Company's reports and uses them to make effective business decisions
Make sound and timely decisions under pressure
Makes decisions that positively impact branch performance
Makes effective, practical decisions based on factual information and logic, as well as his/her own knowledge, learnings, and judgment
Responds quickly to tough "people issues" when dealing with internal or external customers
Seeks input from key people who should be involved in, or will be affected by, decisions
Solicits feedback from others on the quality of his/her decision-making
Systematically gathers, analyzes, and interprets information from a variety of sources
Takes calculated risks
Takes decisive action to address problems, following up with relevant team members and coaching them on how to improve
Trains/coaches others on how to make effective decisions
Uses reasonable assumptions and logic to decide between alternate courses of action
Compares data from different sources to draw conclusions.
Creates relevant options for addressing problems and opportunities and achieving desired outcomes.
Identifies and understands issues, problems, and opportunities.
Includes others in the decision-making process as warranted to help make the most appropriate decision and to gain buy-in.
Makes timely and sound decisions.
Modifies decisions based on new information when appropriate.
Takes action that is consistent with available facts, constraints, and probable consequences.
Takes calculated risks.
Takes responsibility for decisions.
Understands the impact and implications of decisions and provides feedback on outcomes.
Uses effective approaches for choosing a course of action or developing appropriate solutions.
Delegation
Assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.
Clearly communicates the parameters of the delegated responsibility, including decision making authority and any required actions, constraints, or deadlines.
Establishes procedures to keep informed of issues and results of delegated responsibilities.
Provides appropriate support and acts as a resource depending on the situation and capabilities of the employee.
Developing Others
Assesses associates' developmental needs by asking questions about what they know and what they like to do.
Assesses own and other's abilities to train and develop by having associates ready to move to the next level.
Develops associates' strengths by offering and encouraging them in new and/or additional responsibilities.
Encourages associates through recognition of positive changes in behavior.
Encourages associates to accomplish tasks or projects by helping them break projects down into manageable pieces.
Makes it easy for others to say what's on their minds
Makes sure that associates understand where they stand with their performance.
Makes sure that there is an available and qualified pool of external candidates for future openings.
Receives feedback openly
Recognizes and celebrates other�s accomplishments
Recognizes that every associate needs to be managed and developed based on their individual learning style and capability and assigns responsibilities appropriately.
Seeks and provides helpful feedback and coaching
Seizes every planned and unplanned visit and activity as an opportunity to train.
Shows respect in daily interactions
Tries to understand others' point of view before making judgments
Uses active listening and questions to enable associates to explore their own understanding and solutions while providing positive reinforcement, honest feedback, and the knowledge to achieve more.
Collaboratively works with direct reports to set meaningful performance objectives.
Expresses confidence in others' ability to be successful.
Gives people assignments that will help develop their abilities.
Helps others learn new systems, processes, or programs.
Participates in opportunities to enhance knowledge and skills in others.
Provides effective coaching.
Provides helpful, behaviorally specific feedback to others.
Recognizes and reinforces people's developmental efforts and improvements.
Regularly meets with employees to review their development progress.
Shares information, advice, and suggestions to help others to be more successful.
Uses appropriate methods and a flexible interpersonal style to help others develop their capabilities.
Emotional Intelligence
Balances feelings with reason, logic, and reality.
Demonstrates an ability to control and filter emotions in a constructive way.
Demonstrates an appreciation of the differences in how others feel about things.
Demonstrates recognition of the various psychological and emotional needs of people.
Exhibits consideration of the feelings of others when/before taking action.
Expresses feelings clearly and directly.
Empowering Others
Encourages groups to resolve problems on their own; avoids prescribing a solution.
Encourages individuals and groups to set their own goals consistent with organizational goals.
Gives people latitude to make decisions based on their level and area of responsibility and level of knowledge and skills.
Provides resources and support needed.
Entrepreneurship
Actively seeks out and identifies opportunities to develop and offer new products and services within or outside the organization.
Initiates actions that may involve deliberate risk to achieve a recognized benefit or advantage.
Proposes innovative business deals to customers, suppliers, and business partners.
Stays abreast of government, business, industry, and market information that may reveal opportunities for innovative products and services.
Establishing Focus/Direction
Acts to align own unit's goals with the strategic direction of the organization.
Can effectively handle several challenging problems or tasks at once.
Deals effectively with pressure and stress.
Effectively manages own behavior and time, including balancing work and personal life.
Ensures that everyone understands and identifies with the unit's mission.
Ensures that people in the unit understand how their work relates to the organization's mission.
Ensures that the unit develops goals and a plan to help fulfill the organization's mission.
Keeps functioning effectively under critical and tight deadlines, heavy workloads, and/or other pressures.
Maintains a sense of humor under difficult circumstances.
Maintains focus and intensity and remains optimistic and persistent, even under adversity.
Maintains self-control when personally criticized (vs. criticizing ideas), verbally attacked or provoked.
Recovers quickly from setbacks.
Uses effective techniques to define outcomes and expectations. Exercising Self-Control and Being Resilient
Excellence
Can be counted on to add value wherever they are involved.
Demonstrates the analytical skills to do their job.
Demonstrates the functional or technical skills necessary to do their job.
Is planful and organized�.uses processes to get consistent results.
Keeps themselves and others focused on constant improvement.
Produces high quality work.
Takes a lot of pride in their work.
Feedback
Accepts the views of others.
Actively seeks feedback from others.
Asks others for their ideas and opinions.
Considers other's opinion and suggestions.
Is easy to approach with ideas and opinions.
Is not embarassed to ask for an opinion.
Looks to others for input.
Open to the suggestions of others.
Seeks and utilizes data from several sources.
Seeks feedback to enhance performance.
Fiscal Management
Complies with administrative controls over funds, contracts, and procurements, to preclude fraud or mismanagement of government resources.
Develops program and resource plans and budgets for projects, or units.
Monitors and verifies ongoing cost effectiveness.
Monitors expenditures and resources to ensure spending is within allotments, or makes appropriate modifications.
Understands the relationship of the budget and resources to the strategic plan.
Flexibility
Able to adapt to new situations.
Acts decisively in frequently changing and uncertain environment.
Adapts to circumstances as needed.
Adapts to new procedures.
Effective in incorporating new ideas.
Encourages others to adopt new procedures.
Learns from personal experiences and/or mistakes and integrates experience to cope with new or untried events.
Learns from personal experiences and/or mistakes.
Re-organized the functions in the department.
Responds to changing organization.
Successfully implemented the changes proposed in the re-organization.
Willing to change ideas or perceptions based on new information or contrary evidence which is presented.
Willing to try new ideas.
Continually evaluates the direction and speed of the organization and makes appropriate mid-course adjustments
Identifies new opportunities to achieve goals
Implements changes as a result of having listened to employees
Is open to alternative ways to accomplish goals
Demonstrates openness to new organizational structures, procedures, and technology.
Is able to see the merits of perspectives other than his or her own.
Maintains effectiveness when experiencing major changes in work tasks or the work environment.
Makes decisions and acts without having to have every detail clear.
Makes effective decisions and achieves desired results in the midst of major changes in responsibilities, work processes, timeframes, performance expectations, organizational culture, or work environment.
Picks up on the need to change personal, interpersonal, and professional behavior quickly based on the demands of the project, customer, or solution.
Readily integrates changes midstream into work processes and outputs.
Re-evaluates decisions when presented with new information.
Shifts gears comfortably.
Switches to a different strategy when an initially selected one is not working and not worth the investment to try to make it work.
Global Perspective
Accepts setbacks and challenges in foreign markets as improvement opportunities
Aligns personal vision with global strategies.
Analyzes global issues/problems that are having a large impact on the Company.
Applies knowledge of overseas markets.
Can effectively deliver presentations to international clients.
Can effectively interpret and analyze data in several languages.
Considers customers point of view when making decisions.
Demonstrates working knowledge of global transactions.
Develops both the cultural awareness and business skills to grow our business in all countries, and work effectively across borders with employees, customers, and shareowners.
Ensures all customer's unique needs are met with quality products and services.
Forges new relationships among foreign suppliers.
Forms strong client relationships with international partners.
Has some understanding of legal systems outside of the US but knows how and when to obtain more specific advice and counsel.
Implements changes as a result of having learned from experiences in overseas assignments.
Is able to get appropriate resources from foreign market.
Sets the example for team on importance of cultural awareness.
Takes off the blinders of the �US" way of doing business. Considers that there are other ways � many which may be better.
Understands how cultures differ and how these differences impact work behavior.
Understands the "basics" as to how foreign markets function and operate.
Understands the commitments & requirements of overseas customers.
Goals
...makes sure that I have a clear idea of our group�s goals.
Achieve established goals
Achieves goals.
Conducts timely follow-up; keeps others informed on a need to know basis.
Establishes and documents goals and objectives.
Goal Setting
Keeps abreast of current developments pertaining to the job
Measures and evaluates performance as related to business/customer needs.
Seeks projects in areas outside immediate responsibilities.
Sets high expectations and goals; encourages others to support the organization.
Sets short and long term goals for self without being pushed.
Understands & contributes to development of strategic goals.
Achieves established goals.
Makes sure that I have a clear idea of our group's goals.
Makes sure that team members have a clear idea of our group's goals.
Initiative
Coach others to foster an environment which can adapt quickly and willingly to rapid change.
Does more than what is normally required in a situation.
Identifies what needs to be done and takes action before being asked, when the situation requires it.
Seeks and utilizes opportunities for continuous learning and self-development.
Seeks out others involved in a situation to learn their perspectives.
Takes decisive action to address problems, following up with relevant team members and coaching them on how to improve.
Takes independent action to change the direction of events.
Takes prompt action to accomplish objectives and achieve goals beyond what is required.
Innovation
Adapts best practices and processes to the work unit.
Creates a work environment that encourages creative thinking and innovation.
Develops better, faster, or less expensive ways to do things.
Develops new products or services, methods or approaches.
Exhibits creativity and innovation when contributing to organizational and individual objectives.
Explores numerous potential solutions and evaluates each before accepting any, as time permits.
Helps others overcome resistance to change.
Is receptive to new ideas and adapts to new situations.
Seeks out opportunities to improve, streamline, re-invent work processes.
Sponsors the development of new products, services, methods, or procedures.
Takes calculated risks.
Targets important areas for innovation and develops solutions that address meaningful work issues.
Thinks expansively by combining ideas in unique ways or making connections between disparate ideas.
Innovative
Brings up good ideas at meetings.
Creates new and efficient processes.
Creates new and imaginative approaches to work-related issues.
Creates new products or services.
Develops new products and services.
Effective in bringing up new ideas.
Effective in developing innovative products and services.
Finds creative ways to get things done with limited resources.
Generates alternative solutions to problems and challenges.
Generates innovative and practical ideas and approaches.
Identifies fresh approaches and shows a willingness to question traditional assumptions.
Improves on ideas of others.
Looks for breakthrough business ideas and practices within and beyond the company; encourages others to do the same.
Looks for new ways of doing things.
Starts new programs and concepts.
Uses "unconventional" approaches to solve customer and business problems.
Analyzes normal procedures and identifies opportunities for improvement.
Builds on ideas of others
Challenges current procedures to develop other alternatives.
Constructively challenges existing work processes and products to enhance value
Creates and implements improved methods or solutions for meeting business needs
Creates innovative methods of developing associates and improving sales.
Develops effective solutions for viewing problems from a different point of view.
Develops several approaches or solutions to a problem.
Establishes processes for continuous improvement
Generate innovative and practical ideas and approaches
Is open to innovative ideas.
Looks beyond company for new ideas and innovative approaches.
Looks for opportunities to apply new and evolving methods or technologies.
Promotes constructive change
Pursue innovative opportunities to provide new services
Searches for opportunities and innovative ways to improve the organization.
Seeks out best practice methods within and outside the Company to create continuous improvement in performance.
Shares innovations with other managers, peers, supervisors, and Home Office.
Uses own and associates' knowledge and experience to create new ways of doing routine activities.
Uses 'unconventional' approaches to solve customer and business problems.
Visits other stores to capture ideas and inspirations and make networking contacts.
Integrity
Creates an environment that builds trust and eliminates fear
Demonstrates sincerity by suspending judgment and listening with an open mind
Demonstrates, and expects in return, honesty and truthfulness at all times
Protects the integrity and confidentiality of information
Provides guidance to the organization regarding ethical implications of legal and regulatory issues.
Carries his or her fair share of the workload.
Conveys a command of relevant concepts, facts, and information in matters involved in.
Does what he or she commits to doing.
Has calm and steady demeanor.
Is honest and forthright with people.
Provides frank, open, and accurate feedback while avoiding destructive comments.
Respects the confidentiality of information and concerns shared by others.
Takes responsibility for own mistakes; does not blame others.
When confronted with ethical dilemmas, acts in a way that reflects relevant law, policy and procedures, agency values, and personal values.
Works through interpersonal conflicts to ensure problems are addressed and relationships are strengthened.
Interpersonal Skills
Applies Situational Leadership techniques to meet the needs of his/her co-workers
Changes management style to meet the needs of the individual/situation
Coaches and develops others on their style and influencing skills
Coaches others on how to influence
Coaches team on how to offer alternative solutions in order to help customers achieve desired results
Comes across as credible, knowledgeable and sincere
Consistently follows, and coaches others to follow, the Commitments to Communication
Creates an atmosphere that supports the open expression of ideas
Defuses potentially hostile/angry individuals in group settings
Defuses volatile customer situations by using appropriate written and oral communication techniques
Demonstrates an understanding of others' points of view and accepts their legitimacy
Demonstrates awareness of how specific actions, or inaction, could affect others
Demonstrates empathy and compassion when dealing with the needs and concerns of others
Does not take conflict personally; accepts conflict as part of business
Effectively manages conflicts by dealing with them directly and immediately
Encourages departments to set up recognition programs to reward individuals who demonstrate initiative and "live out" company values.
Encourages others to share ideas to develop team cohesion.
Encourages team and team members to seek and respond to constructive criticism
Establishes camaraderie with co-workers and stays in touch with store/customer needs by occasionally working as part of branch floor team
Expresses ideas in an appropriate manner to overcome resistance, complaints, and frustration from others
Facilitates the resolution of conflicts among others when needed or asked to do so
Gets things done through people at all levels of the organization
Gives other honest criticism and suggestions for improvement
Holds team members accountable to commitments made.
Influences others on his/her team to reach goals, improve performance, and try new things
Inspires a sense of area pride and culture; co-workers are aware of what makes their area unique.
Is a role model for others
Is open and approachable
Is open to input on alternative ways to accomplish objectives
Is recognized for his/her influencing skills
Is trusted by peers and co-workers; others are willing to confide in him/her
Listens to and interacts with customers and team members in an effective, tactful, and pleasant way
Listens to others, withholding judgment, and comes across as open to all viewpoints
Positively impacts his/her team's morale, sense of belonging, and participation
Provides learning activities to help team members better relate to one another and create a collaborative environment
Provides resources to enable individuals to develop themselves.
Recognizes and rewards behavior that produces top performance.
Remains poised and rational in debates, seeking an understanding of all sides
Secures commitment from subordinates, supervisors, and members of other departments when working to gain support for ideas or decisions
Secures cooperation from and/or persuades others to support his/her solutions and decisions
Seeks common ground and collaborative solutions in negotiations with others
Seeks input from key people who should be involved in, or will be affected by, decisions.
Strives for win/win solutions
Uses appropriate persuasive techniques when talking with people of varying backgrounds and resistance levels
Uses knowledge and charisma rather than position, power, or coercion to influence others
Will listen to suggestions and advice from others
Anticipates and resolves confrontations, disagreements, and complaints in a win-win way.
Considers and responds appropriately to the needs, feelings, and capabilities of different situations.
Demonstrates consistency and fairness.
Is tactful, compassionate and sensitive, and treats others with respect.
Maintains confidentiality.
Provides timely and honest feedback in a constructive and non-threatening way.
Relates well with others.
Juggling Multiple Responsibilities
Bounces back from daily crisis, disappointments and frustrations.
Integrates developing others with driving sales, serving customers, merchandising, performing operational procedures, and maintaining an appealing store environment.
Maintains self-confidence and a positive mental attitude while facing challenging peaks and valleys of activities.
Manages impact of increased traffic flow and freight receipt by detailed planning of controllables and by anticipating and reacting positively to uncontrollables.
Observes, analyzes, and responds to merchandise needs while serving customers and accomplishing operational tasks.
Plans and organizes continuously while performing all other responsibilities and activities.
Recognizes and responds to product placement and signing needs while staying alert to customers' needs, store activities and training associates.
Leadership
...overall, is a highly effective supervisor.
...takes an active interest in my success.
� demonstrates effective leadership talent and skills
Ability to influence decisions at [Company]
Ability to influence decisions at the institution
Ability to influence decisions in the department
Ability to influence others
Ability to influence the department
Ability to influence the organization
Able to align manpower, design work, an allocate tasks to achieve goals.
Able to conceptualize, organize, staff and manage a program with results.
Able to organize efforts of co-workers.
Appears to trust own instincts and hunches, even in uncertain situations.
Can organize efforts of other employees.
Can organize others.
Can persuade other employees
Coaches others and prepares them for current and future business demands.
Effective leadership talent and skills
Empowers others to achieve results and holds them accountable for actions.
Encourages peers and subordinates to challenge his/her views or opinions.
Gives others direct, constructive, and actionable feedback which can be used.
Guides and mentors others as they proceed throughout their decisionmaking process.
Influences [Company]
Influences department
Influences organization
Influences others
Influences others in a way that results in acceptance, agreement, or behavior change.
Motivates others in order to reach organizational goals.
Projects a "can-do" attitude when interfacing with peers, subordinates and customers(especially during difficult and challenging times).
Selects the best people available from inside or outside the company.
Uses a "consequences-based" approach of management.
Ability to influence others.
Ability to influence the organization.
Acts decisively in implementing decisions.
Can persuade other employees.
Clearly communicates company, area, and market objectives and inspires others to action
Clearly communicates the importance and thought process behind the company and area vision, thus inspiring others to work toward key objectives
Clearly explains performance expectations and goals to be reached at the beginning of a project, then let's others decide how to achieve the goal.
Coaches core team to document and hold co-workers accountable for assignments and commitments
Communicates calmly and honestly with co-workers, customers, and supervisors, even when stressed
Communicates frequently with entire core team to ensure inter-departmental alignment and collaboration to accomplish objectives
Consistently communicates why something needs to be done or changed and relates current initiatives to Company vision and goals.
Consistently communicates with team members regarding how they contribute to and support the company's mission
Consistently follows the Commitments to Communication in dealing with others
Critiques own performance as a means of self-improvement and initiates self-development activities
Demonstrates and encourages a strong customer focus
Demonstrates commitment to long-term development of self and associates.
Demonstrates core value behaviors in actions towards others and in work performed
Demonstrates effective leadership talent and skills
Demonstrates empathy for the impact of change on people and processes
Demonstrates high ethical standards.
Encourages and is receptive to working out problems and challenges --- no reluctance from team members to come forward with concerns/issues.
Encourages dialogue to clarify decision making and inform staff
Encourages MDs to set up recognition programs to reward individuals who demonstrate initiative and "live out" company values
Encourages others to question certain procedures which they may not understand and to communicate what they need.
Encourages self-development for employees at all levels of the organization
Establishes a sense of order and control in the branch; co-workers know their roles
Explains the concepts behind, and the value of, Company�s Philosophy, Mission Statement, Core Values, and Commitments to Communication
Faithfully hosts monthly branch meetings and core team meetings
Fosters an environment in which initiative is valued
Fosters team cooperation, builds trust among team members and creates commitment to team goals.
Gains commitment by persuasion, not by demanding
Gains support and buy-in through participation of others.
Gathers and analyzes data and develops rationale for decision.
Gets others to participate in making decisions and in setting goals for project completion without dictating or providing answers. Guides decision-making by coaching, counseling and rewarding.
Guides individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills.
Has own self-development plan; seeks opportunities for self-development on an ongoing basis
Has the trust and support of the Supervisor and district core teams
Helps co-workers/teams understand the company, area, and market vision and priorities
Helps others develop ideas and actions to reduce and minimize stress within the work environment
Helps to develop team members
Holds core team members and DMs accountable to commitments made
Holds Supervisor and core team members accountable for commitments and assignments
Holds team members accountable to commitments made
Identifies and shares information which is useful to self and others to promote prompt response to business needs.
Implements decision and evaluates results.
Implements Philosophy/Mission-based initiatives within work environment and monitors results
Incorporates the company Philosophy, Mission Statement, and Core Values into daily branch life so that co-workers accept them as more than just written documents
Incorporates the company Philosophy, Mission Statement, and Core Values into the district's culture so that co-workers accept them as more than just written documents
Influences others on his/her team to reach goals, improve performance, and try new things
Influences the organization
Inspires a "branch culture" by keeping co-workers informed, energized, and aware of what makes their branch unique
Inspires a sense of area pride and culture; co-workers are aware of what makes their area unique
Inspires a sense of district pride and "followership" from Supervisor team and district core team
Inspires the shared vision of being the most trusted choice for healthcare in our region.
Is a highly effective supervisor.
Is able to get the appropriate resources to support individual or team initiatives.
Is accessible and approachable to associates.
Is more likely to recognize employees for good performance rather than to criticize them for a performance problem
Leads by example; is identified by peers as the role model for delivering high-quality work
Looks for opportunities to make a contribution outside of immediate role
Makes a strong effort to improve work quality
Meets regularly with subordinates to understand career objective, how they align to business goals and how to best accomplish them.
Motivates others to work together toward common objectives.
Overall, is a highly effective supervisor.
Pays attention to and conveys understanding of the comments and questions of others.
Performs effectively, even under frustrating or challenging work conditions
Projects a 'can-do' attitude when interfacing with peers, subordinates and customers(especially during difficult and challenging times)
Provide one-on-one counsel when necessary for members of the team
Provides resources to enable individuals to develop themselves
Recognizes and celebrates teams' accomplishments, contributions and successes.
Removes performance barriers by providing necessary systems, information, tools, and resources people need to do their jobs and develop.
Responds to performance feedback, identifying development opportunities (i.e., training) related to current job
Rewards employees for innovation and calculated risk taking
Rewards individuals who demonstrate initiative (e.g., sets up recognition programs)
Runs efficient and effective meetings with agendas, action items, and accountabilities clearly spelled out
Seeks input and ideas from associates by asking them questions and involving them in decisions.
Seeks out ways to give others an opportunity to contribute, has the ability to move lesser performer to a higher level and/or confront non-performer in a way that leads to positive change.
Sets a positive example that others choose to follow
Sets and strives to achieve specific, measurable, and challenging goals
Sets clear direction and delegates effectively to ensure that projects run smoothly
Sets high expectations for him/herself and by example challenges others to do the same.
Sets personal standards of performance that exceed others' expectations
Sits down regularly with employees to review their overall individual performance
Solicits performance feedback from others as to how to improve own performance
Suggests methods to prevent and overcome stress within work environment for other team members
Supports mentoring relationships
Takes an active interest in my success.
Takes ownership and accountability for branch results
Teaches co-workers about what makes their market different, inspiring a sense of market pride, culture, and followership
Uses knowledge of individual strengths, weaknesses, and styles to facilitate effective learning
Uses situational leadership employing the appropriate leadership style to maximize performance given the situation.
Utilizes recognition, and non-monetary rewards, as well as financial compensation, to reward excellent performance
Values upward feedback from subordinates and peers and solicits it actively.
Volunteers to participate on projects, teams, and committees
Acknowledges and thanks people for their contributions in completing work and meeting customer needs.
Aligns staff to goals, delegates effectively, motivates others, gives clear direction, and initiates projects or actions.
Builds architecture to implement that vision and direction and empowers and enables organizational members to carry out and implement that vision.
Effectively distinguishes process from content.
Evokes participation and creativity from others.
Exhibits behaviors and techniques that enhance the quality of group processes.
Expresses pride in the group and encourages people to feel good about their accomplishments.
Finds creative ways to make people's work rewarding.
Gives talks or presentations that energize groups.
Identifies a clear, motivating, challenging vision, and direction.
Identifies and promptly tackles morale problems.
Provides challenging and enriching assignments that employees enjoy and learn from.
Provides structure.
Provides training and development activities.
Recognizes and rewards people for their achievements.
Sets long- and short-term goals.
Signals own commitment to process by being personally present and involved at key events.
Uses group skills to lead the group to consensus, effectively solve problems, and accomplish tasks.
Management
Delegate tasks effectively
Deliver effective feedback on a regular basis
Is ready to offer help
Keep staff informed about what is happening in the company
Makes you feel enthusiastic about your work
Sets an example for others to follow
Takes responsibility for things that go wrong
Managing Performance
Deals firmly and promptly with employee performance problems by establishing facts of behavior with the employee, setting expectations, monitoring behavior/performance, and taking disciplinary action when the behavior warrants it.
Deals firmly and promptly with organizational performance problems by working with staff to diagnose problems, develop solutions, and monitor progress while keeping upper level management informed.
Develops performance expectations and performance agreements with direct reports.
Establishes and maintains formal and informal methods to track employees� progress and performance (e.g., status reports, managing by walking around).
Evaluates priorities to ensure the top priorities are handled satisfactorily.
Provides specific performance feedback, both positive and corrective, as soon as possible after the event or action.
Sets clear goals for the employees and the work unit.
Supports employee efforts to achieve job and organizational goals (e.g., by providing resources, removing obstacles, acting as a buffer).
Works with employees to set and communicate performance standards that are specific and measurable.
Managing Risk
Creates a positive internal control environment by demonstrating support for the company's internal program through behavior, presentations, and discussions.
Establishes prevention and detection internal controls which address potential risks of inefficiency, ineffectiveness, fraud, abuse or mismanagement with reasonable assurance (i.e., meet cost/benefit criteria).
Handles risk and uncertainty.
Takes actions in which the benefits to the efficiency and effectiveness of service delivery are weighed against potential risks.
Takes stances or makes decisions that involve personal risk, but which are judged advantageous to the individual and agency.
Objectives
...consistently provides me with timely feedback for improving my performance.
...encourages me to take on greater responsibility.
� effectively organizes resources and plans
Ability to establish realistic goals.
Able to organize work.
About [Company]
Assures [Company] principles are understood, employed & pursued.
Communicates goals and objectives to employees.
Displays organizational savvy; knows who to contact in order to get things done.
Establishes goals and objectives for the department.
Establishes goals and objectives.
Establishes performance criteria.
Expresses immediate department needs and issues within the context of larger business unit, company, and corporation.
Goals and objectives are consistent with those of [Company].
Knows the industry and its value chain, suppliers, products, dynamics and trends.
Meets with supervisor to discuss goals and objectives.
Organizes and schedules events, activities, and resources.
Remains focused on guiding others towards most important objectives.
Sets high goals and strives to meet them.
Sets long-term and short-term goals.
Sets performance objectives and standards.
Sets standards for performance.
Works toward achieving established goals and objectives.
Works with supervisor in establishing appropriate goals.
Works with the department to meet established goals.
Assures Affymetrix principles are understood, employed & pursued.
Consistently provides me with timely feedback for improving my performance.
Effectively organizes resources and plans
Encourages me to take on greater responsibility.
Others
...is able to see issues from others' perspectives.
...treats others with respect and dignity.
� helpful
Builds rapport with others in and beyond ones own workgroup or organization by utilizing consensus, negotiation, and other interactive techniques.
Consistently demonstrates ability and willingness to trust others.
Constructively receives criticism and suggestions from others.
Displays confidence in others abilities and talents.
Includes others within and beyond their own workgroup or organization in problem-solving, planning, or decision making when needed.
Keeps control of his/her feelings and behavior, even in high pressure situations.
Keeps others informed and involves them appropriately in decisionmaking.
Networks with others across organizational boundaries.
Provides assistance to others as needed.
Recognizes and rewards people for doing their best.
Respects individual differences and utilizes "diverse" contributions of all.
Willingness to help
Able to see issues from others' perspectives.
Is able to see issues from others' perspectives.
Is helpful
Respects individual differences and utilizes 'diverse' contributions of all.
Treats others with respect and dignity.
Actively seeks out different viewpoints and leverages the benefits of different perspectives.
Develops and uses measures and rewards to hold self and others accountable for promoting and achieving diversity in respect to women, ethnic groups, and others in hiring and utilizing and developing staff.
Fosters an environment in which people who are culturally diverse can work together cooperatively and effectively in achieving organizational goals.
Leads and manages an inclusive workplace that maximizes the talents of each person to achieve sound organizational results.
Recruits, develops and retains a diverse, high quality workforce.
Seeks to understand the perspective of others when he or she disagrees with them, and responds appropriately.
Shows respect for people regardless of race, gender, disability, lifestyle, or viewpoint.
Values diversity as exhibited in hiring choices, assignments made, teams formed, and interaction with others.
Partnering/Networking
Collaborates across internal and external agency boundaries to meet common objectives.
Develops networks and builds alliances.
Keeps support areas like budget and HR informed of program priorities, needs, and issues, in pursuit of responsive service.
Participates in cross-functional activities to achieve organizational objectives.
Passion To Learn
Actively seeks to learn by asking questions and listening to all store associates.
Constantly enhances product knowledge through experimentation and play.
Critiques own performance and learns from experience as a source of continuous improvement.
Demonstrates through personal behavior the commitment to high standards of performance.
Holds self and associates accountable for goal achievement.
Is motivated by the desire to be "the best".
Persists until goals are achieved and commitments are met.
Recognizes own areas for development and consciously seeks assignments that will provide practice in areas of developmental need.
Takes initiative for own learning and development.
Performance
...Overall Performance
...Produce Quality
� has great overall performance
Effective in performing his/her job.
Encourages others to increase their job performance.
Expects members of the department to each contribute to the attainment of goals.
Meets reqularly to discuss job performance.
Rewards achievers and confronts sub par performance.
Sets a high standard for job performance.
Shown significant improvement in job performance.
Works effectively in the department.
Works well in this position.
Ability to establish realistic goals.
Able to organize work.
Communicates goals and objectives to employees.
Consistently provides me with timely feedback for improving my performance.
Displays organizational savvy; knows who to contact in order to get things done.
Effectively organizes resources and plans
Encourages me to take on greater responsibility.
Has great overall performance
Listens and responds to issues and problems
Sets and achieves ambitious goals; makes change happen
Sets high goals and strives to meet them.
Sets long-term and short-term goals.
Sets performance objectives and standards.
Sets standards for performance.
Uses relevant facts to measure & track progress toward achievement of individual & team goals
Persuasion and Influence
Gains cooperation from others to obtain information and accomplish goals.
Is recognized for his/her influencing skills.
Persuades others to consider alternative points of view.
Takes a long-term view and acts as a catalyst and champion of change.
Uses knowledge and charisma rather than position, power, or coercion to influence others.
Achieves "win-win" outcomes by identifying common interests, clarifying differences, and achieving consensus or compromise.
Appropriately, involves others in a process or decision to ensure their support.
Clearly presents own perspective and wants.
Confirms agreement on the facts.
Confirms understanding of others' perspectives and wants.
Gains the support of others in meeting objectives by acknowledging their resistance and fears; addressing their questions and concerns; and accommodating them to the extent possible without undermining the effort.
Identifies and targets efforts to influence the real decision makers and those who can influence them.
Offers trade-offs or exchanges to gain commitment.
Presents facts, analysis, and conclusions or solutions in a way that demonstrates command of content; factors in perspectives and interests of the audience; and shows what's in it for them or what meets the common good.
Presents information or data that has a strong effect on others as evidenced by their reactions to it.
Seeks out and builds relationships with others who can provide information, intelligence, career support, potential business, and other ways to help.
Structures situations (e.g., the setting, persons present, sequence of events) to create a desired impact and to maximize the chances of a favorable outcome.
Takes a personal interest in others (e.g., by asking about their concerns, interests, family, friends, hobbies) to develop relationships.
Uses graphics, overheads, or slides that display information clearly with high impact.
Uses language and examples that speak to the issues, experience and organizational level of the audience.
Uses stories, analogies, or examples that effectively illustrate a point.
Works to make a particular impression on others.
Planning
Able to identify the needs of the department before a major change.
Able to look ahead (beyond the present) when addressing the work/needs of the department.
Anticipates resources needed to successfully implement a plan or project.
Anticipates unexpected hurdles or obstacles to a plan or project.
Consistently restates and reinforces his/her direction or forward plan.
Consults with the research department before making major changes.
Developes a strategic plan.
Develops and works contingency plans as needed.
Has developed an effective strategic plan.
Identifies what must be accomplished for successful completion of project.
Integrates planning across functional, divisional and departmental boundaries.
Organizes activities and events at conferences.
Organizes lists of items required for meetings or presentations.
Plans and organizes events effectively.
Plans for future enhancements of the products.
Plans meetings effectively.
Purchases equipment and software that will be needed in the future.
Sets up and monitors timeframes and plans.
Works in an organized manner
Works toward identifying potential problems and solutions for addressing them.
Accomplishes major tasks by breaking them into manageable pieces.
Anticipates obstacles and ways to overcome them.
Anticipates potential challenges, develops plan to overcome then and then carries out the plan.
Creates back-up plan for each quarter to ensure achieving sales goals.
Delegates role to team members to accomplish goals.
Develops systematic approach to get resources needed to accomplish the plan.
Ensures performance measures are in place to monitor and assess attainment of goals and objectives.
Establishes and monitors timeframes and timelines.
Establishs a course of action for self and others to accomplish specific goals.
Identifies resources needed to accomplish objectives.
Makes plans and follows through.
Plans freight processing during non-operating hours or off the sales floor to maximize customer service.
Plans schedules based on associates' strengths to maximize sales.
Plans schedules in detail to include breaks and specific assignments, by associate, by hour to maximize customer service.
Regularly plans and participates in networking and recruiting activities to ensure additional help is available throughout the year.
Sets up and monitors timeframes and plans
Problem Solving
Ability to develop innovative solutions to problems.
Ability to solve problems at root cause rather than at symptom level.
Able to balance the needs of different people in a solution to a problem.
Able to meet the needs of different constituents in the solution of a problem.
Able to solve problems with multiple criteria that need to be met.
Accurately evaluates the implications of new information or events.
Actively seeks the root cause of a problem.
Asks the "right" questions to size up or evaluate situations.
Assumes new and difficult challenges and manages them as opportunities.
Developes creative solutions.
Effective in solving difficult problems.
Effective in solving problems.
Effective problem-solver
Generates alternative solutions to problems and challenges.
Makes judgments based upon relevant information.
Open to the suggestions of others when working on a problem.
Solves difficult problems with ease.
Willingness and comfort level in handling multiple and often times conflicting priorities.
Works dilligently until the problem is solved.
Works extra as needed to find the best solution to a problem.
Able to develop innovative solutions to problems.
Able to solve problems at root cause rather than at symptom level.
Asks the right questions to size up or evaluate situations.
Asks the 'right' questions to size up or evaluate situations.
Compares analgous situations transfering insights to new situations.
Develops innovative solutions to problems.
Effective in developing innovative products and services.
Effectively uses a variety of problem-solving/analytical approaches to address challenges within the Area.
Establishes realistic budgets consistent with strategic objectives
Evaluates alternative courses of action.
Finds creative ways to get things done with limited resources.
Gathers input from staff for use in problem solving.
Generates innovative and practical ideas and approaches.
Has the ability to compare "best practice" performance to current situation and affect improvements.
Identifies fresh approaches and shows a willingness to question traditional assumptions.
Implements solutions and evaluates results.
Is a good problem solver and decision maker
Links process improvement and results improvement
Selects operating indicators to track organizational performance over time and communicates current status to the organization
Also see Analytical Thinking.
Approaches a situation or problem by defining the problem or issue.
Collects data, distinguishing between relevant and irrelevant data.
Determines the significance of problems.
Implements solutions to organizational problems and develops organizational or service delivery systems in a way that factors in or encompasses the interactions of all of the systems and organizational entities involved.
Makes inferences about the meaning of the data.
Provides analysis of problems and issues that accounts for the interactions of all systems and organizational entities involved over time.
Uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
Uses tools such as flow charts, Pareto charts, fish diagram, etc. to disclose meaningful patterns in data.
Professional Develop
Contributing fully to the extent of their skills
Demonstrate enthusiasm and a willingness to learn new skills and knowledge
Keep themselves up-to-date of technical/professional issues
Quickly acquire and apply new knowledge and skills when needed
Project Management
Anticipates potential problems and institutes controls and contingency plans to address them.
Defines outcomes and expectations based on customer requirements.
Ensures quality and quantity standards are met.
Ensures support for projects and implements agency goals and strategic objectives.
Identifies improvement areas and resolves barriers to task completion.
Monitors project progress and evaluates performance.
Responds effectively to unforeseen problems.
Seeks and documents customer needs and ensures and measures customer satisfaction.
Sets deadlines in a way that gets commitment from all parties involved.
Uses resources efficiently and manages effectively within budget limits.
With staff, develops a workplan with tasks, timeframes, milestones, resources, and dependencies.
Recognition
Compliments other people when they do good work
Finds opportunities to recognize others.
Is sincerely interested in the suggestions of co-workers
Lets employees know when they have done well
Makes people around them feel appreciated and valued.
Readily shares credit and gives others opportunity for visibility.
Recognizes the abilities and skills of self and others
Responsible
...takes accountability for leading change efforts.
...takes personal responsibility for results.
...works in a way that makes others want to work with her/him.
� holds herself / himself accountable to goals / objectives
� honest
� sets a good example
Acts as a resource without removing individual responsibility.
Behavior is ethical and honest.
Keeps control of his/her feelings and behavior, even in high pressure situations.
Sets high personal standards of performance.
Shows consistency in hiring, promoting, evaluating, and rewarding employees.
Takes ownership and responsibility for future direction of organization.
Holds herself / himself accountable to goals / objectives
Is a person you can trust.
Is honest
Sets a good example.
Takes accountability for leading change efforts.
Takes ownership and responsibility for future direction of [Company].
Takes personal responsibility for results.
Works in a way that makes others want to work with her/him.
Results Oriented
and responding to DM requests)
Communicates top performance to R&D to drive future results
Consistently and effectively communicates R&D's and Area�s goals/objectives
Demonstrates the personal confidence to "stay the course," even when faced with difficulty
Directs team in prioritizing daily work activities
Encourages a high-energy, fun work environment and coaches others on how to do the same
Explains the "whys" behind organizational objectives
Explains the positive impact of maintaining a high energy level to drive branch performance
Focuses sufficient time and attention on important, yet longer term, activities (e.g., planning each quarter's and year-end goals)
Focuses sufficient time and attention on important, yet longer term, activities (e.g., strategic planning for long-term results)
Handles multiple tasks simultaneously (e.g., handling co-worker and customer issues, managing branch operations, and responding to DM requests)
Identifies and acts upon opportunities to increase quality of team output
Inspires and motivates co-workers to be productive and energetic at work
Models high energy and a positive attitude on the job with co-workers and customers
Recognizes and rewards behavior that produces top performance
Requests specific action-oriented support from District core team, including HR/Training, Tech, Sales, etc.
Requests specific, measurable results and continuous progress from MDs; holds them accountable for any missed targets
Requests specific, measurable results and continuous progress from Supervisors; holds them accountable for any missed targets
Shares market-developed productivity and process improvements within the market and with the general manager.
Spends majority of time working on "important and urgent" activities.
Translates plans into specific assignments for branch management team
Translates plans into specific assignments for self and branch co-workers
Works with multiple departments and objectives effectively; leads special cross-functional projects successfully
Continues to work toward achievement of goals in the face of obstacles.
Develops clear and challenging but achievable personal and organizational goals.
Does not allow mistakes, failure, and other personal crises to undermine results.
Finds or creates ways to measure performance against goals.
Has a strong sense of urgency about solving problems and getting work done.
Identifies and pursues desired outcomes for projects and meetings.
Seeks to accomplish critical tasks with measurable results.
Shows a significant level of effort, persistence, and time commitment to achieve goals.
Strives for excellence in performance by surpassing established standards.
Takes extraordinary measures to solve problems and get work done when the situation calls for it.
Takes risks in improving products and services, while holding self and others accountable.
Self Management
Analyzes interpersonal problems instead of reacting to them.
Analyzes own reactions on the spot to ensure that communication does not appear to be driven by anger.
Consciously controls own negative emotions in order to keep team morale up.
Deals with conflict by controlling own emotions by listening, being flexible, and sincere in responding.
Does not allow own emotions to interfere with the performance of others.
Is aware of personal impact on others and adjusts behavior to create a positive leadership presence.
Sets an example for associates during stressful periods by maintaining a positive, can-do attitude.
Steps away from a situation to process appropriate response.
Uses patience and self-control in working with customers and associates.
Strategic Focus
Communicates goals and objectives to employees.
Creates plans to develop and promote organizational and area strengths, as well as to address weaknesses.
Focuses attention on treating the causes of problems rather than simply addressing the symptoms.
Monitors performance of each market within the Area, utilizing reports to ensure sales growth, cost management, and profitability targets are met.
Sustains or achieves a competitive advantage for the organization by analyzing the best practices and lessons learned from other organizations.
Understands & contributes to development of strategic goals.
Strategic Insight
Analyzes district�s GAP Analysis reports; coaches Supervisors to utilize the BIP to address any resulting branch performance issues
Analyzes unique issues/problems that are having a large impact on the Area
Anticipates sales lulls and makes appropriate adjustments early
Asks questions to identify root causes of problems
Coaches his/her team on how to use various problem-solving approaches
Communicates best machine usage strategy to team to maximize utilization and machine cost savings
Consistently communicates his/her vision for company and area�s future
Creates plans to develop and promote organizational and area strengths, as well as to address weaknesses
Effectively uses a variety of problem-solving/analytical approaches to address challenges within the Area
Evaluates the effectiveness of solutions and plans
Formulates strategies and action plans with district core team to ensure successful execution/implementation of programs and projects
Handles 'people problems' early to prevent future poor performance or morale issues
Identifies problems that may impact multiple markets and involves appropriate individuals for resolution
Makes adjustments as needed based upon sales projections to ensure branch hits core cost targets and profit goals
Monitors others' performance and communicates results to ensure that plans, deadlines, and budgets are met
Plans and budgets for co-worker training
Prepares Area for change by communicating the change to the team, including the purpose and intended impact of the change
Prioritizes objectives to enable proper allocation of time and resources to each
Recruits and hires co-workers in advance of expected seasonal sales peaks
Spends time analyzing branch GAP Analysis and utilizing a BIP to address any resulting branch performance issues
Stays up to date on changes within the market, Area, company, and business world in order to effectively plan for those changes and make decisions
Uses a variety of resources (both internal and external to Company�s) to develop opinions and make informed decisions
Uses branch planning calendar/tool to plan and communicate with core team
Uses district planning calendar/tool to plan and communicate with core team and Supervisors
Uses the Performance Management process to plan and execute effectively
Uses the Performance Management process to plan and execute effectively Area GENERAL MANAGER
Utilizes appropriate data to accurately forecast branch sales (daily, monthly, annual data)
Works with others to systematically outline resources and actions required to produce desired results
Formulates strategies that are achievable, cost-effective, and address organizational goals by themselves or in coordination with other strategies.
Formulates strategies that take organization's strengths and weaknesses into account.
In taking action, demonstrates an understanding and consideration of how it will impact stakeholders and affected areas in the organization.
Makes remarks and gestures in politically charged situations that move the group or situation toward a productive outcome.
Provides analysis of policy issues, develops program proposals, and develops plans that address long-term customer and stakeholder needs and concerns.
Researches, interprets, and reports on long-term customer/client trends for the purpose of formulating policy and strategy.
Uses the "informal" organization to obtain information or accomplish something when the formal organization can not meet the need, without creating problems with the formal organization.
Supervisory Skills
Appropriately recognizes and rewards employees.
Delegates effectively.
Effectively resolves internal employee and/or organizational conflicts through knowledge of management techniques.
Promotes teamwork and cooperation within the department.
Provides constructive, ongoing feedback.
Resolves personnel problems quickly and effectively.
Responds positively to innovative ideas and suggestions from subordinates.
Treats all staff equitably.
Teamwork
...encourages teamwork and collaboration.
Effective team player
Encourages collaboration of fellow employees to achieve results.
Works to get buy-in of individuals based on common good of business.
Act as an effective teamplayer
Actively and openly participates in group meetings.
Actively participates as a team member
Actively participates in the work of teams; seeks and listens to others� contributions
Applies knowledge of team behavior to help achieve organizational goals and objectives.
Builds consensus and shares relevant information.
Builds motivators into program implementation and communicates those motivators, providing inspiration for co-workers to accomplish set tasks
Builds relationships across boundaries and with key stakeholders by developing informal and formal networks.
Carries his/her share of the workload
Coaches team members on how to build motivators into program implementation
Coaches team members to build motivators into program implementation
Coaches team on how to problem-solve, plan, and meet market goals/results
Comes across as a reliable, committed team member
Conducts performance discussion meetings with team members to review and gain agreement on team measures and feedback systems
Contributes to and supports team decision-making process
Creates and implements team reward and recognition programs
Creates opportunities to learn with other team members
Creates teams (both internal and external) that have diverse representation (e.g., gender, race, location, business, function etc.) to ensure all viewpoints are considered and best outcome accomplished.
Demonstrates compassion and respect for others through actions; is concerned about their work and non-work issues
Does not rely solely on PA process to provide performance feedback; views performance feedback as an ongoing process
Emphasizes the importance of getting individuals to work as a team
Encourages Open Communication
Encourages others to share ideas to develop team cohesion
Encourages teamwork and collaboration.
Encourages, promotes and rewards collaboration for improved performance
Ensures that the right people are on the team in the appropriate roles, including who should be team leader for a particular project/situation.
Facilitates conflict resolution discussions between individuals in different teams
Facilitates team discussions and problem-solving
Facilitates team-building within the leadership team
Facilitates the development of team/unit work standards
Fosters respect and understanding among team members
Fosters teamwork rather than individual competition
Helps other managers in need of assistance, such as providing needed resources (co-workers, supplies, etc.)
Identifies and resolves conflicts within the team to increase team effectiveness
Is open to new ideas that may change own goals for benefit of the team
Maintains co-worker files with equal amounts of constructive and positive documented feedback
Models excellent team behavior; recognizes �out-of-bounds" behavior and addresses as appropriate.
Partners with people from other work units to improve overall performance
Promotes a team spirit within and outside department; partners with other groups.
Promotes open participation and communication within department and throughout the organization.
Promotes organizational growth by stressing personal and team responsibility for learning and performance
Provides assistance and support to other team members when needed
Provides coaching and team-building ideas/opportunities for district core team and branch managers
Provides coaching and team-building ideas/opportunities for market core team and district managers
Provides coaching and team-building opportunities for area core team and Divisional team
Provides direct feedback to team members on behavior that is negatively impacting the team�s effectiveness
Recognizes and respects the contributions and needs of each individual.
Recognizes contributions of others, and celebrates team accomplishments.
Relates to all kinds of people tactfully
Relates to all kinds of people tactfully, from shop floor to executives
Seeks and listens to other�s contributions
Shares credit for accomplishments with team members
Shares pertinent information with all members of the team.
Shares relevant information, ideas, opinions, and feelings with other district team members
Solicits and implements ideas from all appropriate team members and uses these ideas to help accomplish market goals
Translate team-building theories into usable tools and techniques appropriate for team members� needs
Uses a system to document team members' motivators and uses this tool to inspire team to produce great results
Willingly share their technical expertise
Works effectively with all departments, district and area staff, and R&D
Technical
Demonstrates mastery of the technical competencies required in his/her work.
Is naturally sought out by people outside his/her particular area for advice and opinion on a broad range of matters - not necessarily solely legal advice.
Keeps current with technical advances within his/her professional discipline; embraces and applies new techniques and practices
Makes legal expertise relevant to company's growth and business expectations.
Uses expertise to identify issues and think through creative solutions to get a problem solved or objective accomplished.
Willingly shares his/her technical expertise; sought out as resource by others
Willingly shares information and expertise; sought out as resource by others
Technical Credibility
Addresses organizational technical training and development needs.
Appropriately applies procedures, requirements, regulations, and policies to related service delivery or regulatory activities.
As technical legal and policy issues arise within the workforce, communicates understanding, interest, and commitment to addressing them.
Develops program goals, objectives and strategies that are feasible and desirable in clear recognition of technical policies, issues, and limitations.
Hires managers/supervisors who taken together provide an appropriate mix of technical and managerial expertise.
Technology Use/Management
Develops strategies using new technology to enhance decision making.
Encourages staff development and training for new IT applications.
Explores new applications or enhancements with appropriate IT staff to assist staff in carrying out responsibilities and to provide better services to customers.
Explores technological options for program operations.
Is creative and visionary in the application of technology to improve services and productivity.
Proficient in using appropriate personal computer software and agency communication systems.
Understands and uses basic technology as a tool in staff communication (e.g., email, scheduling, etc.).
Understands technology well enough to make management level decisions on purchasing equipment, software, and other IT related expenses.
Understands the impact of technological changes on the organization.
Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness.
Trustworthy
...is a person you can trust.
Is trustworthy; is someone I can trust.
Conducts work-unit meetings that serve to increase trust and mutual respect among work-unit members
Demonstrates a sense of responsibility and commitment to public trust.
Demonstrates congruence between statements and actions.
Emphasizes and demonstrates goal commitment and persistence in achieving goals
Enables others to feel and act like leaders
Encourages employees to initiate tasks or projects they think are important
Is Candid and Forthcoming
Persists to meet commitments despite obstacles
Shows consistency in hiring, promoting, evaluating, and rewarding employees.
Strives to set team or group goals, as well as individual goals
Takes ownership, delivers on commitments
Takes personal responsibility for results.
Widely trusted
Works in a way that makes others want to work with her/him.
Addresses perceived harm to the other person by fully acknowledging any harm done, clarifying intentions, and finding a suitable remedy that affirms the value of the relationship.
Communicates an understanding of the other person's interests, needs and concerns.
Demonstrates honesty, keeps commitments, and behaves in a consistent manner.
Develops, maintains, and strengthens partnerships with others inside or outside the organization who can provide information, assistance, and support.
Identifies and communicates differences as appropriate.
Identifies and communicates shared interests and goals.
Makes and meets commitments that contribute to addressing the other person's interests, needs, and concerns.
Remains open to others� ideas and opinions even when they conflict with their own.
Shares thoughts, feelings, and rationale so that others understand personal positions.
Uses a win-win approach to resolving conflicts or conducting negotiations.
Vision
Appeals to people�s hearts and minds to lead them in a new direction
Behaves in a way that is consistent with business values & code of conduct
Clearly articulates a vision for his/her work and inspires others to support it
Communicates the vision and strategy of [Company]
Creates a positive picture of the future for [Company] and of the work group
Demonstrates consistency between words and actions
Develops action plans to align his/her work with the goals of the organization
Takes action based on the best interest of the company rather than how it may affect him/her personally
Works to support the strategy of [Company]
Builds a shared vision with others.
Communicates a clear, vivid and relevant description or picture of where the organization should be three, five, or ten years out.
Expresses the vision in a way that resonates with others as demonstrated by their words and actions.
Influences others to translate vision to action.

Additional Items