Mastering COMPETENCIES – a must have for every Manager responsible for people performance
Our comprehensive library caters for 35 types x 5 levels of Core and Elective competency, and like every great ‘cook book’ it can be overwhelming unless you are fortunate enough to be trained to use it by the chefs that wrote it. Which you will be !
Our method of teaching is utterly unique because our trainers are business process engineers who think the ‘right way around’. They seek to teach you to align roles and levels to your business value chain and its specific service delivery requirements. To use your business metrics to ensure the correct players are in place along the value chain: service by service; activity by activity; volume and quality – KPI by KPI. This means you create immediate interest and intense ownership in the business for a method that will set you apart.
Why is it different and How does it work?
Like any great world cup winning manager [ think sports as an easy example – soccer, football, rugby, netball, basketball ] there are specific coaches managing all the different types of competencies required of the differing roles on the field and bench. Then there is an overall coach managing the competencies every role should possess e.g. communicating and team-working ONE game plan. Now you are 1 person – but you may manage managers and whether you are alone or manager managers, this blueprint is for you.
When you learn competencies in the language, you, a business manager operates in – you sit up and pay attention because the difference between 1 A player vs. 4 C players = 3 x more costs! If adopting competency development can help you grow plus keep A quality players – you are interested: cost of service; cost of labour; rework and escalation levels etc.
Your competency library becomes a blueprint for building the ‘right team’ and is used all the time in your business. We have found this is the way to create both interest and huge adoption for understanding competencies in the language of business. This transparent approach helps managers explain to their bosses ‘a business KPI need’ for each level of competency, with a clear ROI in the context of the services they deliver and the service level. Science is always more enthusiastically adopted because it can be measured and evidenced.
A behavioural competency library is by its nature observable: you can see, hear and assess the true effectiveness of a person’s performance in any given situation. All definitions in this library are tangible, everyday behaviours appropriate to a level of manager. Each competency is leveled and connected to Drotter’s 6 Levels of Manager.
There is huge competitive advantage in:
- Scientifically connecting the right competencies and levels to each role type across your value chain or service map;
- Using the the selected competencies to assess current and potential role holders and future talent;
- Successfully coaching highly performance teams.
Additionally, competencies must be contextualised and informed by your Purpose, Values, Goals and how you run your Services.
Types of Competency
There are 3 types of competency – CORE – ELECTIVE – TECHNICAL
CORE means every role holder in the organisation should display each CORE competency. Using a simple example of an aircrew taking passengers from Asia to Europe, every single role holder should be a competent communicator, and have excellent customer awareness – from the pilot to the newest steward. Levels of competency will be discussed later.
ELECTIVE means is it generic but only applies to certain types and levels of role. Using our simple example of an aircrew not every role needs to be competent in information and data control but the navigator must be.
TECHNICAL means it is very specific to that role. Using our simple aircrew example – the pilot and co-pilot need to know how to take off, fly and land.
A good competency library must include all CORE and ELECTIVE competencies. It must also point to the TECHNICAL competencies per role. There are typically 8 – 10 CORE competencies and 25 – 30 ELECTIVE competencies
Levels of Competency
Each competency must be detailed with a clear descriptor plus differencing behavioural indicators for at least 5 levels of leader i.e. applicable from (5) Manager of Group to (1) Manager of Self.
A behavioural competency is by its nature observable: you can see, hear and assess the effectiveness of manager’s behaviour in any given situation. All definitions must be tangible, everyday behaviours, appropriate to a level of manager. At a behavioural example level, your library can be adapted to reflect your words or language, enabling your people to readily relate to the competencies and the value of working towards and maintaining them.
Examples of Competencies and Levels
The images across demonstrate example of CORE and ELECTIVE competencies with a descriptor plus individual behaviour indicators for 5 levels of leader.