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Concern for Employee Satisfaction Clearly demonstrates a desire for a high level of satisfaction among employees. Communicates regularly with existing employees and makes it clear that employees can initiate conversations about concerns or issues. Accurately assesses the level of employee satisfaction through both confidential surveys and ongoing dialogue. This is distinctly different from being seen as difficult to approach, assuming that "no news is good news", downplaying issues that are creating dissatisfaction or failing to identify practices or conditions that are adversely affecting the level of satisfaction, engagement or turnover. |
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Solving Problems Takes a proactive approach to anticipating and preventing problems. When problems occur, defines those problems, investigates obstacles, gathers relevant information,decides whether solving the problem should be a group decision, generates and analyzes alternate solutions and arrives at a workable solution. This differs from those who are not proactive, typically get surprised when problems occur, attempt to solve problems without the right mix of people involved, push too quickly for solutions or generate solutions that are not viable. |
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Technical Credibility Has achieved credibility related to technical standards and procedures. Can describe the rationale for standards and procedures and serves as a positive role model when it comes to following safety practices and equipment procedures. Participates on special committees and other initiatives that enhance knowledge and awareness of safety issues. This contrasts with individuals who lack credibility in the technical arena due to a lack of awareness of safety practices, who fail to participate on special teams or committees, and/or who lack credibility when it comes to various technical standards and procedures. |
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Building Team Environment Establishes an environment that creates incentives for, and eliminates barriers to, a team environment. For example, articulates common goals, communicates how individual roles contribute to team success, provides both clear direction and sufficient resources while removing or reducing obstacles to team success. This contrasts with those who reward competitive behavior within the team, fail to connect individual roles to team goals, talk/write about the importance of teamwork without providing adequate resources or fail to play a key role in neutralizing any other obstacles to team success. |
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Delegating Responsibility Makes it a practice to delegate responsibility whenever it is appropriate to do so. Sees to it that employees have the ability, potential and motivation level to perform delegated work effectively and gives them enough authority to carry out these assignments. This contrasts with those who hold onto tasks that could be done by others, assign tasks without clear direction or sufficient authority, select inappropriate individuals to take on delegated assignments, or tend to overload certain individuals with tasks in a manner that creates an unbalanced workload on the team. |
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Empowering Employees Empowers others in an intentional manner that accepts the risk of mistakes while focusing on the benefits. Allows others to find their way, yet helps when needed. Uses good judgment related to the level of authority and the amount of leeway to extend to particular individuals. This contrasts with leaders who focus more on the risks involved from empowerment, do not make it clear how much authority someone has been given or use poor judgment about how much to empower particular individuals. |
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Encouraging Accountability Ensures that employees understand their level of accountability, including what they are responsible to deliver and are expected to undertake. Employees are confident about how much support they will receive when they accept ownership of projects and issues. This is in contrast to those individuals who leave too much room for interpretation when it comes to expectations and accountability, or who leave those who commit to do assignments feeling unsupported or abandoned when they encounter obstacles or need answers to questions that arise in the course of a project or task. |
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Encouraging Customer Focus Consistently conveys that customers are the highest priority. Respects customer needs and expectations and lets customers know if their expectations cannot be met. Refrains from complaining about (or speaking negatively about) customer behavior or expectations. Communicates in a manner that promotes and sustains customer satisfaction and encourages others to do the same. Achieves these outcomes by ensuring that customer needs and deadlines are realistic and that they are met. Publicly recognizes those who deliver excellent customer service. This is markedly different than those who speak unkindly about customers, fail to inform customers about any unrealistic expectations, complain about customer expectations, and fail to recognize or reward those who think and behave otherwise. |
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Encouraging Skills Development Encourages and facilitates skills development by finding training and development activities and resources, identifying areas that need development, reducing or neutralizing barriers to such development, encouraging and motivating skills development and framing skills development as a desirable and practical way to enhance long-term personal impact and effectiveness. This is in contrast to leaders whoare primarily focused on short-term results, see skills development as someone else's responsibility, create barriers to development, fail to frame and describe the long-term benefits of skills development and are not viewed by others as someone who can be entrusted with the development of others. |
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Establishing Focus Establishes a clear and realistic sense of direction by clarifying organizational goals as well as how employee roles and responsibilities contribute to them. Ensures that departmental goals match those of the larger organization and that resources are allocated to meet priorities. Maintains staff motivation and focus on goals and priorities throughout the year. This is in contrast to those who leave goals and expectations unclear, fail to dovetail unit goals with those of the organization or fail to align resources and day-to-day focus in a manner that facilitates goal achievement. |
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