DEVELOPMENT

RESOURCE GUIDE
 TABLE OF CONTENTS

COMPETENCY PAGE

INTRODUCTION ................................................................................................. 1

CUSTOMER FOCUS (CF) ................................................................................... 4

IMPACT AND INFLUENCE (IMP) ..................................................................... 10

LISTENING, UNDERSTANDING & RESPONDING ................................................ 17
RESULTS ORIENTATION (RO) ......................................................................... 26
 INTRODUCTION

This Development Resource Guide is designed to help you develop the competencies required
for outstanding performance in your role (or the people you manage). Prior to working with this
guide, you will need to spend some time identifying those competencies which are the most
important for you to develop.

Based on a self assessment, choose two or three behavioural competencies that will be most
helpful for you to work on. Focus On Developing Only Two Or Three Behavioural
Competencies at a Time. You will have additional opportunities to develop other behavioural
competencies throughout the course of your developmental plan.

HOW TO USE THE DEVELOPMENT RESOURCE GUIDE

For each behavioural competency, the Development Resource Guide provides:

 A definition and levels of the competency.
 Suggestions for improving the competency and help in understanding what it means.
 Three categories of resources for developing the competency:
1. Ideas for ACTIVITIES YOU CAN DO ON THE JOB, categorized by competency
level, to help you recognize and understand the competency.
2. Activities for people striving to reach the HIGHER LEVELS of the competency
3. Relevant BOOKS AND VIDEOS.
4. PUBLIC SEMINARS AND EXTERNAL DEVELOPMENT PROGRAMS you may
want to attend.

The Development Resource Guide is not intended as an exhaustive list of possibilities. Rather, it
serves as a starting point for your own individual development plan. Don’t try to do all the
activities! Just pick one or two activities that correspond to your developmental needs.
PLEASE NOTE:
Books and videos sometimes go out of print or become unavailable. Therefore, you may not
always be able to access one of the suggested titles. However, the guide lists suggested books
and videos to provide a range of alternatives.

Before purchasing a book or video, check in the Human Resources library to see if we already
have a copy of it. You may only purchase material directly if you control your own budget;
otherwise you need to talk to your manager about purchasing materials.

DEVELOPING A COMPETENCY
Developing a competency is a step-by-step process that also involves a partnership between you
and your manager. The primary responsibility for development, however, rests with you. Your
manager acts as support and a resource as you work through the suggestions and activities
provided in this document.
In developing a competency, you should move through the following steps:

Step 1. Recognize and understand the competency.

 Look for the competency in other people, in books, in films.

 Study the definition and levels for the competency as outlined in your model and
this Development Resource Guide.

Step 2. Identify the relevance to your job.

 Think of examples when you have demonstrated the competency in the past. Think
about what you have done and what you could have done differently.
 Ask your manager or other experienced people how you could apply the
competency.
 Get feedback on your performance.
 Train a junior person about the job; explain the competencies to him/her.
Step 3. Experimentation, practice.

 Plan ahead. Think of opportunities where you can practice the competency. If
necessary, invent opportunities (e.g., practice providing good customer service with
your friends or family).
 Consider if there is any knowledge or skill you need to gain or modify.

Step 4. Skill Practice.

 Competencies are learned through practice; be patient with yourself -- practice and
you will improve.