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Competency: Interpersonal Skills

• Applies appropriate communication techniques to the situation.
• A good listener who is attentive to others.
• Demonstrates good communication with colleagues and customers.
• Maintains open and regular communication with others.
• Communicates initiatives in a clear and actionable manner to employees.
• Understands the core issues of conversations.
• Attends to both the content and the context of what was being said.
• Easily approachable.
• Communicates well at all levels of the organization.

• Uses tact, compassion, and sensitivity in interactions with others.
• Anticipates the concerns of other employees.
• Considers the other individual's point of view.
• Demonstrates compassion and understanding of others.
• Pays close attention to what is being communicated verbally and nonverbally.
• Demonstrates an understanding of other points of view.
• Has empathy for coworkers.
• 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

• Comes across as credible, knowledgeable and sincere
• Maintains a high degree of honesty and integrity.
• Honest about owning up to mistakes made.
• Is transparent and honest in communications, intentions, and actions.
• Is honest about making mistakes and willing to fix them.
• Honesty and integrity are core tenets of interpersonal relationships.
• Gives honest feedback and suggestions for improvement.
• Gives honest opinions when asked.
• Is honest and trustworthy.

• Demonstrates willingness to work with others.
• Able to work with individuals at all levels of the Company.
• Builds a strong rapport with co-workers.
• Builds strong relationships with team members.
• 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.
• Able to work closely others who are considered to be difficult to work with.
• Helpful, considerate, and cooperative towards others.

• 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
• Coaches others whenever possible.
• 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
• Provides resources to enable individuals to develop themselves.

• 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
• Positively impacts his/her team's morale, sense of belonging, and participation
• Influences others on his/her team to reach goals, improve performance, and try new things
• Holds team members accountable to commitments made.
• Expresses ideas in an appropriate manner to overcome resistance, complaints, and frustration from others
• Secures cooperation from and/or persuades others to support his/her solutions and decisions
• Uses appropriate persuasive techniques when talking with people of varying backgrounds and resistance levels
• 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.

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

• Takes time to recognize the efforts of others.
• Gives credit where credit is due.
• Appreciates the extra efforts made by coworkers.
• Expresses appreciation of other's work.
• Shows appreciation for other's work.
• Recognizes when others do a good job.
• Offers praise to colleagues who have successfully completed major projects.
• Recognizes the contributions of others.
• Appreciates the work of direct reports and subordinates.
• Encourages others to recognize the work of outstanding employees.

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

• Provides constructive feedback in a way that fosters acceptance and development.
• Offers constructive criticism to have a positive impact on performance.
• Gives good advice and suggestions to coworkers.
• Gives constructive feedback on performance reviews.
• Is thoughtful and honest about the feedback they give others.
• Receives feedback (both positive and negative) in a constructive manner.

• Sees values in the diversity of individuals on the team.
• Creates diverse teams of individuals with different backgrounds, skills, and abilities.
• Promotes acceptance of diverse viewpoints from team members.
• Embraces the differences in individuals that comprise the team.
• Willing to overlook personal differences and focus on completing the task at hand.
• Accepting of individuals with different cultural backgrounds.
• Fosters a diverse workforce free from discrimination and harassment.

• Values the input from coworkers.
• Is well respected in the department.
• Respectful of the opinions and ideas of others.
• Respects other members of the team/department.
• Is a highly respected individual in the company.
• Treats others with respect.

• Is a committed and reliable partner.
• Is someone you can trust.
• Is trusted by peers and co-workers; others are willing to confide in him/her
• Keeps commitments made with coworkers.
• Keeps and maintains confidentiality and trust.
• Is a reliable and dependable worker; will do what they say they are going to do.

• Works diligently to assist customers in finding the right products.
• Responds quickly to inquiries from potential customers.
• Is willing to lend a hand to those in the department who need help.
• Addresses critical customer issues in a timely manner.
• Follows up on inquiries in a timely manner.
• Assists those in the department who need help in meeting performance metrics.
• Assists employees that need help.

• Is a role model for others demonstrating the importance of interpersonal skills.
• Demonstrates positive behaviors for others to follow.
• Demonstrates a high degree of ethics and integrity in the workplace.
• Strives to lead by example to demonstrate the value of interpersonal relationships.
• Displays positive interactions.
• Understands that stress is part of work and does not let it affect them personally.