C Conceptual

o
thinking
m
pe
te
nc
y
titl
e
Co The recognition of
m patterns and the use
pe or invention of
te concepts-to
nc understand
or
y
diagnose situations
de
scr
ipt
io
n
Competency
indicators/Levels
Level
Level Level
1:
2:
3:
Beginn Practit Leade
er
ioner
r
Appli
es
simpl
e
rules,
com
mon
sense
and

Appl
ies
and
mod
ifies
com
plex
learn
ed

Crea
tes
new
conc
epts
that
are
not
obvi

past
exper
ience
s to
identi
fy
busin
ess
issue
s.

conc
epts,
theo
ries
or
meth
ods
appr
opri
ately
.

Whe
n
looki
ng at
infor
matio
n,
sees
patter
ns,
trend
s or
missi
ng
piece
s.

Competency
title
Competency
description

ous
to
othe
rs
and
not
lear
ned
fro
m
prev
ious
educ
atio
n or
expe
rien
ce
to
expl
ain
situa
tion
s or
reso
lve
prob
lems

Initiative

Going beyond the job requirements and tackling problems before

they become urgent or inescapable
Competency indicators/Levels
Level 1: Beginner
Level 2: Practitioner
Level 3: Leader
Takes

personal Takes initiative to resolve Contributes to the

responsibility for, and pride problems

where
the identification of
in own work. Recognizes solution may not be stretched objectives for
what needs to be done and immediately apparent.
delivery. Ensures
does it.
processes and
procedures are in place
for the delivery of the
service.

Competency
title
Competency
description

Flexibility

Seeing situations objectively, recognizing the validity of other

viewpoints.
Adapting ones style or role to fit the needs of the situation
Competency indicators/Levels
Level 1: Beginner
Level 2: Practitioner
Level 3: Leader
Demonstrates willingness
to
change
ideas
or
perceptions based on new
information or contrary
evidence.
Understands
other points of view

Competency
title
Competency
description

Decides how to do
something based on the
situation.
While
maintaining the same
overall goal or strategy,
changes the method to
accomplish the goal. Acts
to fit the situation
or the person.

Makes
small
or
temporary organizational
changes, as authorized
by position, to meet the
need of a specific
situation. Changes the
overall plan

Directiveness/Assertiveness
Set boundaries and expectations
Say no when necessary
Tell people directly what to do on occasion

Confront misbehavior
Competency indicators/Levels
Level 1: Beginner
Level 2: Practitioner
Possess
great
clarity Can tactfully and justly
between various behaviours express his preferences,
e.g. aggressive, submissive needs and opinions.
Able to overcome fears and
self-depreciation.

Level 3: Leader
Able to show positive
emotions (joy, pride) as
well
as
negative
emotions
(complaint,
criticism) with equal
ease.
Able to change and
terminate conversations
comfortably.