Knowledge, Skills and Behaviours
The Knowledge, skills and behaviours of leaders - those individuals who influence a group of people to achieve a common goal.
Collaboration
• Work effectively with people of all levels to achieve goals and identify and resolve problems.
Communication
• Communicate clearly and concisely with all staff.
• Talk through work problems with others on a one-to-one basis.
• Give information over the phone in a clear, concise and informative way.
• Explain or give details of changes or problems to colleagues.
• Write letters and reports in a straightforward way which is readily understood by the receiver.
Decisiveness
• Be ready to make decisions and judgements even though they may be difficult or unpopular .
• Make decisions and recommendations where a quick response is necessary.
• Defend your decisions and show them to be well thought through if they are challenged.
Implementation Skills
• Set priorities, define targets, give responsibilities and plan work so that results are achieved on time and within budget.
• Plan your time and the time of other staff to undertake tasks. • Set priorities for work of your section.
• Plan when to monitor and review the work of your section.
• Take steps to correct errors.
Influencing Skills
• Get others to play close attention to your comments.
• Build support for your ideas with colleagues.
• Use facts and information effectively to persuade staff and clients.
• Persuade others by linking your ideas and action to their needs e.g. solving an office problem by considering your colleagues needs.
Create support for others ideas or initiatives e.g. support change initiatives.
Initiative
• Take responsibility for and encourage action towards achieving goals and changes which benefit the company.
• Take the lead to “make things happen”.
• Come up with ideas and suggestions to improve processes.
• Widen your responsibilities to make business opportunities.
Leadership
• Take responsibility for a task and give direction, provide structure and give responsibilities to others to get a task done.
• Coordinate the work of colleagues i.e. lead a team.
• Give directions to others and delegate to get a task done.
• Take responsibility for the work of your team and for the success or failure of you and your team.
• Be a central point which colleagues refer to for help and guidance. • Widen your own responsibilities to get a task done.
Maximise Business Performance
• Establish performance criteria for the business and try to maximise effectiveness by monitoring and reviewing overall performance.
• Set up systems to monitor performance and results.
• Monitor workflow patterns to make sure there is maximum efficiency and effective use of resources.
• Identify ways of minimising costs whilst increasing income.
• Set standards which the team’s performance can be measured against.
• Stress efficiency and productivity when planning work and establishing responsibilities for staff.
Maximising Performance
• Set individual performance goals, coach, provide training and evaluate performance improvement.
• Involve staff in setting performance criteria that can be measured.
• Establish a systematic method for evaluating the performance of your team.
• Support and encourage staff to do the things necessary for improved and effective performance of their job.
• Identify and organise relevant training and coaching for staff.
• Build staff’s self confidence by enabling them to meet challenges or solve problems. • Evaluate staff performance accurately and fairly, giving regular and accurate feedback to staff on their performance.
Need for Excellence
• Encourage others to carry out tasks to the highest standard possible to improve upon previous performance.
• Improve the way in which a task was done before.
• Make the team aware of your high expectations for excellence in performance and productivity.
• Show a concern for progress and quality.
• See and deal with things which get in the way of reaching a standard.
• Motivate others to achieve goals.
Problem Solving
• Look at a problem or issue so that the important things are identified and practical high quality solutions are chosen.
• Link information together so that a problem can be understood.
• Establish how the cause of a problem will give rise to a certain outcome (that is “if x happens, then y should follow”).
• Take account of different side issues while dealing with the main area of concern.
• See and consider fully the different interests and points of view held by colleagues. • Create a range of options or alternatives when faced with a problem.
• Simplify information to explain what has happened.
• Think through the effects of carrying out various options.
• Consider any factors which might give rise to future problems before reaching a solution.
• See the pros and cons of preferred solutions when weighing up which to choose.
Staff Development
• Create a positive climate in which staff receive feedback, support and coaching to improve their performance and skills.
• Give on-the-job training and coaching to staff as part of improving their performance.
• Praise and encourage good work by others.
• Encourage and give recognition to staff for undertaking development activities. • Identify and discuss the strengths and development needs of staff.
• Create an environment in which staff can develop themselves.
Team Skills
• Work openly, sensitively and in cooperation with others.
• Stress the need for staff to work together and encourage a team approach to solve difficulties.
• Ask team members for their ideas and suggestions.
• Keep others informed by sharing your own ideas and feelings.
• Use good humour to reduce tension at work.
• Give attention to the needs and feelings of others.
Technical Knowledge
• Have wide and detailed technical knowledge, experience and market awareness.
• Have detailed knowledge of products or systems.
• Software program knowledge.
• Keep up-to-date on changing business trends.
• Use technical knowledge and experience to improve job performance.
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