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    Competency - Service Orientation

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    nehachopra1990
    This document defines the competency of service orientation for management behaviors. It involves understanding and meeting the needs of stakeholders, including customers, groups, and organizations. The scale progresses from maintaining clear communication and following up on requests, to nurturing long-term relationships by addressing underlying needs and acting as a trusted advisor. Level 5 behaviors include getting involved in decision making processes, building an independent understanding of stakeholder needs, and anticipating opportunities to provide high value solutions. The overall focus is on discovering and fulfilling stakeholder needs while balancing the company's priorities.

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    Competency - Service Orientation

    Uploaded by

    nehachopra1990
    544 views1 page
    This document defines the competency of service orientation for management behaviors. It involves understanding and meeting the needs of stakeholders, including customers, groups, and organizations. The scale progresses from maintaining clear communication and following up on requests, to nurturing long-term relationships by addressing underlying needs and acting as a trusted advisor. Level 5 behaviors include getting involved in decision making processes, building an independent understanding of stakeholder needs, and anticipating opportunities to provide high value solutions. The overall focus is on discovering and fulfilling stakeholder needs while balancing the company's priorities.

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    competency description of Service Orientation

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    Competency- Service Orientation

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    This document defines the competency of service orientation for management behaviors. It involves understanding and meeting the needs of stakeholders, including customers, groups, and organizations. The scale progresses from maintaining clear communication and following up on requests, to nurturing long-term relationships by addressing underlying needs and acting as a trusted advisor. Level 5 behaviors include getting involved in decision making processes, building an independent understanding of stakeholder needs, and anticipating opportunities to provide high value solutions. The overall focus is on discovering and fulfilling stakeholder needs while balancing the company's priorities.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    544 views1 page

    Competency - Service Orientation

    Uploaded by

    nehachopra1990
    This document defines the competency of service orientation for management behaviors. It involves understanding and meeting the needs of stakeholders, including customers, groups, and organizations. The scale progresses from maintaining clear communication and following up on requests, to nurturing long-term relationships by addressing underlying needs and acting as a trusted advisor. Level 5 behaviors include getting involved in decision making processes, building an independent understanding of stakeholder needs, and anticipating opportunities to provide high value solutions. The overall focus is on discovering and fulfilling stakeholder needs while balancing the company's priorities.

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    MANAGEMENT BEHAVIOURAL COMPETENCY

    SERVICE ORIENTATION

    Definition: Acts with the needs of stakeholder(s) in mind by establishing a rapport with the other party. Involves putting oneself into the mindset of the stakeholder and facilitating
    delivery of solutions that meet their underlying and unexpressed needs. It implies a genuine desire to assist others while developing and maintaining strong relationships with
    them. Focuses ones efforts on discovering and meeting the needs of client(s), while balancing NRCs key business and strategic priorities. Stakeholder is broadly defined,
    including internal or external individuals, customers, groups or organizations.

    Scale progression: The scale progresses based on the depth of understanding of and response to the other partys needs.

    Level 1 Level 2 Level 3 Level 4 Level 5


    Maintains clear Takes responsibility and Acts to make things better and Nurtures relations; addresses Uses a long-term perspective;
    communication personal pride in providing to provide better service underlying stakeholders needs acts as a trusted advisor
    support, advice or services
    Follows through, when Takes personal Thinks and acts in the best Understands the stakeholders Becomes involved in the
    asked, on stakeholder responsibility for correcting interest of the client with a business issues and/or seeks stakeholders decision-making
    inquiries, requests and/or service problems promptly mindset of improving service information about his or her process, while remaining
    complaints in a friendly, and non-defensively; and/or solutions. underlying needs, beyond those objective, impartial and
    cheerful manner. responds promptly to client States candidly what can be expressed initially. upholding the ethical principles
    Keeps stakeholders concerns and ensures that done to meet others needs, Shows a genuine interest in of NRC.
    informed about progress they are aware of what offering innovative/creative connecting with the other party Builds an independent opinion
    of projects; provides useful actions are being taken. solutions to problems. over the longer term; learns more on the stakeholder needs,
    advice, information and Explains the rationale for Meets and/or exceeds about the stakeholder in order to problems/opportunities, and
    expertise. decisions and/or outcomes stakeholders expectations. enhance the relationship and possibilities for implementation;
    Provides customers with to the client.
    Defines value of service from
    provide a better service. may act on this opinion (e.g.,
    timely, effective Works cooperatively with the point of view of the client. Adds value by taking action recommends approaches
    information, products and beyond normal expectations; which are new and different
    other departments and/or Makes self fully available, from those requested by the
    services. agencies to meet client demonstrates a client first
    especially when client is going other party).
    Is prompt and courteous in needs. through a critical period. (e.g.,
    orientation by working to remove
    ensuring that the barriers and identifying Anticipates challenges and
    spends extra time and effort
    customers immediate new/creative approaches to opportunities for high value
    with client when the client
    needs or complaints are providing top-notch client service. customer/client segments;
    needs it).
    satisfied. Commits to doing (or having proactively seeks and
    Asks questions of the others do) additional structures new solutions in
    other party to maintain work/research in order to solve a clients best interests.
    clear communication stakeholders problem or surpass
    regarding mutual and their need(s).
    realistic expectations, Continually seeks information
    desires or needs for from multiple sources about a
    improvement; monitors clients underlying or future
    satisfaction. needs.

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