The Competency Dictionary helps identify general competencies for occupational groups.
defines a general competency
identifies behaviors associated with that competency
As we apply these terms to each occupational group, we may refine definitions and behavioral indicators.
This dictionary applies to general competencies and may not address technical competencies.
Approaching a problem by using a logical, systematic, sequential approach.
Makes a systematic comparison of two or more alternatives
Makes connections and patterns among systems and data issues
Notices discrepancies and inconsistencies in available information
Identifies a set of features, parameters or considerations to take into account in analyzing a situation or making a decision
Approaches a complex task or problem by breaking it down into its component parts and considering each part in detail
Weighs the costs, benefits, risks, implications, and chances for success, when making a decision
Identifies many possible causes for a problem
Weighs the priority of things to be done
Recognizes key actions and underlying issues and problems
The use of technology in the performance of one's job. Includes the integration and acceptance of new technology when appropriate.
Accepts and understands the benefits of using technology in the performance of work
Uses technology to simplify and streamline tasks
Is open to learning new technology techniques to enhance the job
Managing, leading, and enabling the process of change and transition while helping others deal with their effects.
Develops new approaches, methods, or technologies
Develops better, faster, or less expensive ways to do things
Recognizes the potential benefits of change
Recognizes and manages the challenges that can accompany change
Encourages others to value change
Listens to others and communicates in an effective manner.
Knows that listening is essential to understanding
Ensures that others involved in a project or effort are kept informed about developments and plans
Ensures that important information from management is shared with employees and others as appropriate
Shares ideas and information with others who might find them useful
Keeps manager informed about progress and problems
Ensures that regular consistent communication takes place within area of responsibility
Gives and receives constructive feedback
Preventing, managing, and/or resolving conflict.
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/groups
Finds agreement on issues and follows through on implementation
Deals effectively with others in an antagonistic situation
Ability to look at situations from multiple perspectives. Tendency or ability of individual to do or create something new. Creates solutions to problems using novel methods and processes.
Personally develops a new product, service, method, or approach
Sponsors the development of new products, services, methods, or procedures
Proposes new approaches, methods, or techniques
Works cooperatively with others to produce innovative solutions
Identifying and responding to current and future client needs; providing excellent service to internal and external clients.
Solves customer problems quickly and effectively
Talks to customers (internal or external) to find out what they want and how satisfied they are with what they are getting
Discovers and meets underlying needs of customers
Lets customers know they are willing to work with them to meet their needs
Finds ways to measure and track customer satisfaction
Presents a positive manner with customers
Making decisions and solving problems involving varied levels of complexity, ambiguity and risk.
Makes critical and timely decisions in difficult or ambiguous situations
Takes charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made
Makes tough appropriate decisions (e.g., closing a facility, reducing staff, accepting or rejecting a high-risk deal)
Willingness to delegate responsibility, work with others, and coach them to develop their capabilities.
Provides helpful, behaviorally specific feedback to others
Shares information, advice, and suggestions to help others to be more successful; provides effective coaching
Gives people assignments that will help develop their abilities and competencies
Meets with employees on a regular basis to review their developmental progress
Recognizes and reinforces people's developmental efforts and improvements
Expresses confidence in others' ability to be successful
Identifying the information needed to clarify a situation and drawing out the information when others are reluctant to disclose it.
Identifies the specific information needed to clarify a situation or to make a decision
Gets more complete and accurate information by checking multiple sources
Probes skillfully to get at the facts, when others are reluctant to provide full, detailed information
Questions others to assess whether they have thought through a plan of action
Questions others to assess their confidence in solving a problem or tackling a situation
Asks questions to clarify a situation
Seeks the perspective of everyone involved in a situation
Seeks out knowledgeable people to obtain information or clarify a problem
Conveying confidence in employees' ability to be successful, especially at challenging new tasks; sharing significant responsibility and authority; allowing employees' freedom to decide how they will accomplish their goals and resolve issues.
Gives people latitude to make decisions in their own sphere of work
Lets others make decisions and take charge
Encourages individuals and groups to set their own goals, consistent with business goals and their mission
Expresses confidence in the ability of others to be successful
Encourages groups to resolve problems on their own; avoids prescribing a solution
Degree of trustworthiness and ethical behavior of an individual with consideration for the knowledge one has of the impact and consequences when making a decision or taking action.
Treats others fairly and with respect
Takes responsibility for own work, including problems and issues
Uses applicable professional standards and established procedures and policies when taking action and making decisions
Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them
Anticipates and prevents breaches in confidentiality and/or security
Adapting to and working with a variety of situations, individuals and groups. Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things.
Sees the merits of perspectives other than their own
Demonstrates openness to new organizational structures, procedures, and technology
Switches to a different strategy when an initially selected one is unsuccessful
Demonstrates willingness to modify a strongly held position in the face of contrary evidence
Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies.
Anticipates possible problems and develops contingency plans in advance
Notices trends and develops plans to prepare for opportunities or problems
Anticipates the consequences of situations and plans accordingly
Anticipates how individuals and groups will react to situations and information and plans accordingly
Promoting equal and fair treatment and opportunity for all.
Seeks information from others who have different personalities, backgrounds, and styles. Includes them in decision-making and problem solving
Communicates and cooperates with others who have a diversity of cultural and demographic backgrounds
Makes it easy for others to feel valuable
Includes in conversations people with diverse backgrounds, and invites them to be part of informal work-related activities
Helps recruit and orient employees with a diverse cultural and demographic background
The ability to recognize and address issues that are outside our local perspective. Issues are viewed without any pre-set biases or limitations. Ability to see the "big" picture.
Has global experience: considers problems and opportunities from a global perspective
Understands and takes into account global and local impacts on day-to day activities
Role model for staff on global initiatives
Demonstrates cultural awareness
Proactive - prepares locally to support global activities
Empathetic and sensitive to global issues
The ability to gain others' support for ideas, proposals, projects, and solutions.
Presents arguments that address others' most important concerns and issues and looks for win-win solutions
Involves others in a process or decision to ensure their support. Offers trade-offs or exchanges to gain commitment
Identifies and proposes solutions that benefit all parties involved in a situation
Enlists experts or third parties to influence others
Develops other indirect strategies to influence others
Knows when to escalate critical issues to own or others' management, if own efforts to enlist support have not succeeded
Anticipates the implications of events or decisions for various stakeholders in the organization and plans strategy accordingly
Identifying and dealing with issues proactively and persistently; seizing opportunities that arise.
Identifies what needs to be done and takes action before being asked or required
Does more than what is normally required in a situation
Seeks out others involved in a situation to learn their perspectives
Takes independent action to change the direction of events
Extent to which an individual gets along and interacts positively with co-workers. Degree and style of understanding and relating to others.
Understands the interests and important concerns of others
Notices and accurately interprets what others are feeling, based on their choice of words, tone of voice, expressions, and other nonverbal behavior
Anticipates how others will react to a situation
Listens attentively to people's ideas and concerns
Understands both the strengths and weaknesses of others
Understands the unspoken meaning in a situation
Finds non-threatening ways to approach others about sensitive issues
Makes others feel comfortable by responding in ways that convey interest in what they have to say
Desiring and making an effort to acquire new knowledge and skills for work. Concern for the acquisition of new job knowledge.
Demonstrates an understanding of new information
Masters new technical and organizational concepts and information
Builds on strengths and addresses weaknesses
Pursues self-development on a continual basis
Seeks feedback from others and is receptive to new ideas and perspectives
Seeks opportunities to master new knowledge
Overall concern for the developmental level of an individual, a group of peers, or employees.
Clarifies responsibilities, authority, and expectations
Provides timely guidance and feedback to help staff accomplish a task or solve a problem
Provides guidance in how to strengthen knowledge, skills, and competencies to improve personal and organizational performance
Provides experiences to develop the employee's capability
Communicates effectively and develops employees
Understanding the workings, structure, and culture of the organization as well as the political, social, and economic issues affecting the organization.
Understands the purpose of the organization including the statutory mandate, its customers, its products and/or services, and its measures of mission effectiveness
Keeps current with issues, which may have a future impact on mission
Understands and effectively works within the organization's structure and policies
Supports the public service mission and goals
Demonstrating concern that one be perceived as responsible, reliable, and trustworthy.
Follows through on commitments
Respects the confidentiality of information
Respects the concerns shared by others
Displays honesty and is forthright with people
Carries their fair share of the work load
Takes responsibility for own mistakes and does not blame others
Conveys a command of the relevant facts and information
Defining tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
Anticipates and prepares for upcoming events ensuring adequate resources are available
Considers the impact of something before it happens and makes necessary preparations or changes needed
Puts things in a sequential and/or logical order in preparation for accomplishing a goal
Provides/develops appropriate documentation to track progress of a project
The commitment to improve one's technical and personal growth.
Continues to learn about and improve theories and principles
Takes advantage of professional development opportunities
Seeks out new learning experiences
A justified belief in one's ability to do the job.
Provides an opinion or advice when appropriate
Takes a decisive course of action
Expresses beliefs with conviction
Expresses confidence in own judgment
Seeks challenges and independence
The ability to develop, maintain, and strengthen relationships with others inside or outside of the organization who can provide information, assistance, and support.
Asks about the other person's personal experience, interests, and family
Asks questions to identify shared interests, experiences, or other common ground
Shows an interest in what others have to say; acknowledges their perspectives and ideas
Recognizes the business concerns and perspectives of others
Expresses gratitude and appreciation to others who have provided information, assistance, or support
Takes time to get to know co-workers, to build rapport and establish a common bond
Builds relationships with people whose assistance, cooperation, and support may be needed
Provides assistance, information, and support to others, to build a basis for future reciprocity
Ensures the effective, efficient, and sustainable use of public service resources and assets; human and financial resources, real property and business information.
Protects and uses resources and assets in the performance of work
Identifies wasteful practices and opportunities for optimizing resource use
Monitors to ensure the efficient and appropriate use of resources and assets
Focusing personal efforts on achieving results consistent with the organization's objectives.
Develops challenging but achievable goals
Develops clear goals for meetings and projects
Maintains commitment to goals, in the face of obstacles and frustrations
Finds or creates ways to measure performance against goals
Exerts unusual effort over time, in achieving a goal
Exhibits a strong sense of urgency about solving problems and accomplishing work
Identifying, assessing, and managing risk while striving to attain objectives.
Willingness to take a chance
Taking risk while considering the parameters of the organization
Assessing the comfort level of participants, group, stakeholders, and sponsors before decision is made
Creates options with levels of risk identified
The ability to function effectively when under pressure and maintain self control in the face of hostility or provocation.
Remains calm under stress
Handles several problems or tasks at once
Controls their own response when criticized or provoked
Maintains a sense of humor under difficult circumstances
Manages own behavior to prevent or reduce feelings of stress
Ability to effectively manage and guide group efforts. Includes providing appropriate level of feedback concerning group progress.
Recognizes and rewards people for their achievements
Acknowledges and thanks people for their contributions
Expresses pride in the group and encourages people to feel good about their accomplishments
Shares knowledge and resources and encourages the same of others
Finds creative ways to make people's work rewarding
Signals own commitment to a process by being personally present and involved at key events
Identifies and promptly tackles morale problems
Gives talks or presentations that energize groups
Ability to effectively work and complete assignments in group settings. Works cooperatively with others to achieve common goals.
Listens and responds appropriately to other team members' ideas
Offers support for others' ideas and proposals
Confers with other team members about their concerns
Expresses disagreement constructively (e.g., by emphasizing points of agreement, suggesting alternatives that may be acceptable to the group, etc.)
Reinforces and gives credit to team members for their contributions
Gives honest and constructive feedback to other team members
Provides assistance to others when they need it
Works toward solutions that all team members can support
Ensuring that one's own and other's work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.
Sets up procedures to ensure high quality of work
Monitors the quality of work by setting up procedures
Acts to verify information
Checks the accuracy of own and others' work
Develops and uses systems to organize and keep track of information or work progress
Prepares for meetings and presentations
Organizes information or materials for others
Reviews and checks the accuracy of information in work reports
Supporting, promoting, and ensuring alignment with the organization's vision and values. Understanding of how an organization must change in light of internal and external trends and influences.
Communicates a clear, vivid, and relevant description or picture of where the organization should be in 3, 5, or 10 years
Expresses the vision in a way that resonates with others as demonstrated by their words and actions
Builds a shared vision with others
Influences others to translate vision to action
The effective recruitment, selection, development, and retention of competent staff; includes making appropriate assignments and managing staff performance.
Hires appropriate staff
Delegates tasks according to ability
Provides feedback on performance
Rewards and reinforces positive performance
Understands and complies with basic HR regulations and laws
Conducts performance appraisal and provides feedback
Addresses employee behavior problems
Ability to Communicate ideas, thoughts, and facts in writing. Ability/skill in using correct grammar, correct spelling, sentence and document structure, accepted document formatting, and special literary techniques to communicate a message in writing.
Expresses ideas clearly and concisely in writing
Organizes written ideas clearly. Tailors written communications to effectively reach an audience
Uses graphics and other aids to clarify complex or technical information
Writes using concrete, specific language
Uses punctuation correctly
Uses proper grammar
Uses an appropriate business writing style