Passion To Learn & Succeed Takes initiative for own learning and development.
Constantly enhances product knowledge through experimentation and play.
Actively seeks to learn by asking questions and listening to others.
Recognizes own areas for development and consciously seeks assignments that will provide practice in areas of developmental need.
Holds self and others accountable for goal achievement.
Critiques own performance and learns from experience as a source of continuous improvement.
Is motivated by the desire to be "the best".
Persists until goals are achieved and commitments are met.
Demonstrates through personal behavior the commitment to high standards of performance.
Out Of The Box Thinking Seeks out best practice methods within and outside the Company to create continuous improvement in performance.
Visits other departments to capture ideas and inspirations and make networking contacts.
Creates innovative methods of developing others and improving their performance.
Analyzes normal procedures and identifies opportunities for improvement.
Develops effective solutions for viewing problems from a different point of view.
Looks beyond company for new ideas and innovative approaches.
Shares innovations with other managers, peers and supervisors.
Uses own and others' knowledge and experience to create new ways of doing routine activities.
Self Management Analyzes interpersonal problems instead of reacting to them.
Deals with conflict by controlling own emotions by listening, being flexible, and sincere in responding.
Does not allow own emotions to interfere with the performance of others.
Analyzes own reactions on the spot to ensure that communication does not appear to be driven by anger.
Steps away from a situation to process appropriate response.
Consciously controls own negative emotions in order to keep team morale up.
Uses patience and self-control in working with customers and others.
Sets an example for others during stressful periods by maintaining a positive, can-do attitude.
Is aware of personal impact on others and adjusts behavior to create a positive leadership presence.
Responsive to Customer Service Actively works to ensure that the customer has a satisfying experience.
Acts in an empowered way to handle customer service issues.
Asks questions and listens carefully to determine customer needs and to ensure that the customer's needs are met.
Ensures that customer service standards are maintained while completing support tasks by greeting, assisting, and thanking each customer.
Stays focused by seeing all aspects of the situation through the customers' eyes.
Responds quickly to customer problems and needs.
Satisfies customers' needs by offering agency information, and alternatives as appropriate, to meet needs.
Commitment To Results Coordinates all activities into a cohesive team effort.
Creates a sense of urgency among the team members to complete activities.
Willing to do whatever it takes-not afraid to have to put in extra effort.
Conveys strong sense of own pride in the company.
Planning And Organizing Creates back-up plan.
Accomplishes major tasks by breaking them into manageable pieces.
Develops systematic approach to get resources needed to accomplish the goal.
Anticipates potential challenges, develops plan to overcome them and then carries out the plan.
Developing Develops others' strengths by encouraging them.
Assesses others' developmental needs by asking questions about what they know and what they like to do.
Encourages others to accomplish tasks or projects by helping them break projects down into manageable pieces.
Encourages co-workers through recognition of positive changes in behavior.
Empowering Leadership Seeks input and ideas from coworkers by asking them questions and involving them.
Demonstrates commitment to long-term development of self and co-workers.
Encourages others to question certain procedures which they may not understand and to communicate what they need.
Clearly explains performance expectations and goals to be reached at the beginning of a project, then allows others decide how to achieve the goal.
Consistently communicates why something needs to be done or changed and relates current initiatives to Company vision and goals.
Identifies and shares information which is useful to self and others to promote prompt response to business needs.
Values upward feedback from subordinates and peers and solicits it actively.
Pays attention to and conveys understanding of the comments and questions of others.
Is accessible and approachable.
Recognizes and celebrates teams' accomplishments, contributions and successes.
Juggling Multiple Responsibilities Plans and organizes continuously while performing all other responsibilities and activities.
Bounces back from daily crisis, disappointments and frustrations.
Manages impact of increased traffic flow by planning of controllables and by anticipating and reacting positively to uncontrollables.
Maintains self-confidence and a positive mental attitude while facing challenging peaks and valleys of activities.
Quality Demonstrates competence in required job skills & knowledge; keeps skills up-to-date.
Demonstrates knowledge and understands the company's programs, policies and procedures.
Constructively challenges established processes to improve company productivity and quality.
Work is of high quality and free from errors and mistakes.
Show confidence to manage most circumstances within area of authority.
People and Organizations Excellence Follows established policies and procedures.
Takes initiative and demonstrates commitment to the job and organization.
Writes documents and verbally communicates clearly, concisely and effectively.
Interacts productively with me in formal/informal groups within and outside their department.
Does not blame others or make excuses but rather helps define solutions and/or resolutions to problems.
Makes sound decisions, based on facts rather than emotion.
Open to constructive criticism and responds positively to instructions and procedures.
