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Competency: Interpersonal Skills

• Is a role model for others
• Displays positive interactions.
• Understands that stress is part of work and does not let it affect them personally.
• Addresses critical customer issues in a timely manner.

• Uses tact, compassion, and sensitivity in interactions with others.
• Anticipates the concerns of other employees.
• Demonstrates compassion and understanding of others.
• Demonstrates an understanding of other points of view.
• Demonstrates awareness of how specific actions, or inaction, could affect others
• Listens to and interacts with customers and team members in an effective, tactful, and pleasant way

• Adapts management style to meet the needs of the individual or situation.
• Uses knowledge and charisma rather than position, power, or coercion to influence others
• Influences others on his/her team to reach goals, improve performance, and try new things
• Positively impacts his/her team's morale, sense of belonging, and participation
• Secures cooperation from and/or persuades others to support his/her solutions and decisions
• Expresses ideas in an appropriate manner to overcome resistance, complaints, and frustration from others
• Holds team members accountable to commitments made.
• Is recognized for his/her influencing skills
• Inspires a sense of area pride and culture; co-workers are aware of what makes their area unique.
• Secures commitment from subordinates, supervisors, and members of other departments when working to gain support for ideas or decisions
• Recognizes and rewards behavior that produces excellent performance.
• Uses appropriate persuasive techniques when talking with people of varying backgrounds and resistance levels

• Comes across as credible, knowledgeable and sincere
• Gives honest feedback and suggestions for improvement.
• Gives honest opinions when asked.
• Is honest and trustworthy.

• Is trusted by peers and co-workers; others are willing to confide in him/her
• Keeps and maintains confidentiality and trust.

• Coaches others how to communicate with influence and persuasion.
• Coaches employees on how their style influences the outcomes of situations.
• Coaches team on how to offer alternative solutions in order to help customers achieve desired results
• Provides resources to enable individuals to develop themselves.
• Provides learning activities to help team members better relate to one another and create a collaborative environment
• Encourages team and team members to seek and respond to constructive criticism
• Coaches others whenever possible.

• Demonstrates willingness to work with others.
• Able to work with individuals at all levels of the Company.
• Applies appropriate communication techniques to the situation.
• Builds a strong rapport with co-workers.
• Willing to communicate in person instead of through a mobile device.
• Establishes good rapport with employees and customers.
• Works cooperatively with others in the department.
• Helpful, considerate, and cooperative towards others.
• Able to work closely others who are considered to be difficult to work with.

• Creates an atmosphere that supports the open expression of ideas
• Is open and approachable
• Values the opinions of others.
• Is open to input on alternative ways to accomplish objectives
• Maintains and open and accepting manner.
• Is open to innovative ideas and suggestions from others
• Open to input on alternative ways to accomplish objectives.
• Actively listens to others.
• Encourages others to share ideas to develop team cohesion.
• Will listen to suggestions and advice from others
• Listens to others, withholding judgment, and comes across as open to all viewpoints
• Seeks input from key people who should be involved in, or will be affected by, decisions.

• Expresses appreciation of other's work.
• Appreciates the work of direct reports and subordinates.
• Recognizes the contributions of others.
• Encourages others to recognize the work of outstanding employees.

• Strives for win/win solutions
• Successfully resolves conflicts and grievances to a win-win solution.
• Effectively manages conflicts by dealing with them directly and immediately
• Successfully mediates conflicts and disagreements.
• Facilitates the resolution of conflicts and grievances.
• Defuses hostile/angry individuals in group settings to prevent disruption of work.
• Resolves conflicts and disagreements constructively.
• Resolves conflicts in a positive way.
• Able to work through disagreements with co-workers.
• Seeks common ground and collaborative solutions in negotiations with others
• Remains poised and rational in debates, seeking an understanding of all sides

• Provides constructive feedback in a way that fosters acceptance and development.
• Receives feedback (both positive and negative) in a constructive manner.

• Accepting of individuals with different cultural backgrounds.
• Fosters a diverse workforce free from discrimination and harassment.

• Treats others with respect.