The 6 competencies 1 Competency 1 of 6 Communicate with Purpose Conveys ideas and information to groups for mutual understanding, commitment and action. Leading Self Listens to others Focuses on others speaking without interrupting, and listens for complete message without judgment Expresses self using written and verbal communication Expresses ideas and opinions effectively and appropriately in writing and spoken conversations Drives for mutual understanding Acknowledges others’ perspectives and restates ideas and opinions of others to improve mutual understanding Leading Teams Envisions the future Explains expectations, goals and tasks in a way that provides clarity, excites interest, and ensures that resulting conclusions and actions are fully understood by all Enlists others Uses appropriate influence strategies to make case, handle objections, and gain commitment for next steps Demonstrates transparency Demonstrates openness in sharing information and proactively keeping others informed Leading Teams of Teams Communicates with impact Captures and holds audience’s attention at all levels; uses compelling language and tone to stimulate others’ thinking, understanding, and commitment in small and large groups Inspires others Motivates others to accomplish goals by articulating organizational vision & values in a way that helps others see and feel impact Drives transparency Creates a culture of openness by removing barriers and facilitating information sharing through systems, practices and processes 2 Competency 2 of 6 Accountable for your Actions Accepts responsibility for own actions regardless of outcomes Leading Self Leading Teams Drives for results Accomplishes goals, completes tasks, uses resources, and meets commitments in timely and responsible manner Sets direction Identifies actions, resources, and steps to achieve goals for self and others; coordinates and directs activities to achieve these goals Takes initiative Takes action without needing direction from others and follows up as appropriate Sets guidelines Establishes agreement on follow up process, proactively follows up on progress, names broken commitments, and facilitates way forward Demonstrates resilience Takes feedback positively, and persists in pursuing goals despite obstacles and setbacks by focusing on opportunities Demonstrates professionalism Acts in accordance with expectations, policies, ethical principles, and standards Delegates Assigns work to others based on tasks, skills, and workloads, and sets clear expectations on results, specific actions, deadlines, and task owners Models the way Sets example by clarifying values and aligning actions with shared values Leading Teams of Teams Determines strategic plan and priorities Identifies how strategic direction will be achieved by setting short and long-term goals, securing resources, and adjusting priorities as circumstances change Leads by example Role models accountable behavior by inviting candid feedback, honoring commitments, and demonstrating ownership and responsibility for outcomes Creates organizational accountability Ensures those responsible for implementing initiatives have role clarity and accountability for required actions and results as well authority to act 3 Competency 3 of 6 Relationships built for Success Creates and maintains partnerships based on mutual trust, respect and purpose Leading Self Cares about People: Displays sensitivity and interest towards the attitudes, feelings, concerns or circumstances of others. Cares about others Displays sensitivity and interest towards the attitudes, feelings, concerns or circumstances of others Seeks relationship opportunities Proactively builds effective working relationships Encourages teamwork Collaborates with others to achieve goals, balancing task focus with attention to relationships Leading Teams Builds teams Creates effective groups based upon required skills, goals, and tasks Fosters collaboration Promotes inclusive, safe and engaging environment by building trust and drawing all members into active and enthusiastic participation Manages conflict De-escalates, negotiates, and resolves disagreements between self and others and/or between others Celebrates values Builds spirit of community by celebrating shared values and successes Leading Teams of Teams Cultivates networks Builds and maintains a strategic network internally and externally to facilitate current and future objectives Develops partnerships Identifies and initiates key collaborative relationships for mutual benefit Subordinates own area’s goals Places higher priority on organization’s goals than on own area’s goals; anticipates effects of own area’s actions and decisions on stakeholders Leverages diversity Respects and values individual differences to obtain desired result 4 Competency 4 of 6 Improve & Innovate Recommends and Implements changes to better the organization Leading Self Identifies improvement opportunities Reviews processes to determine any gaps between current outputs and expected requirements Determines causes Identifies, analyses and communicates symptoms and causes of gaps Solves problems Researches and identifies solutions given available information Leading Teams Searches for opportunities Searches for and champions new methods, systems, and processes to improve performance Experiments Encourages others to question processes and assumptions; seeks and uses input from diverse sources to generate alternative approaches; promotes and celebrates flexibility and safe risktaking Implements improvements Tests solutions, gathers feedback on effectiveness, reviews impact, and modifies solutions as appropriate to ensure effectiveness Leading Teams of Teams Catalyzes change Proactively improves organizational culture, processes, products, or services; encourages and supports others to achieve a best practice approach; translates new ideas into concrete action plans Removes barriers Determines and breaks down barriers to change; explains benefits of change; demonstrates sensitivity to change fears, and helps others overcome their resistance Fosters improvement culture Builds environment and supporting processes in which caregivers feel safe to speak up and challenge practices 5 Competency 5 of 6 Nurture, Inspire, & Develop Seeks & supports development opportunities for self & others to fulfill responsibilities more effectively Leading Self Leading Individuals Leading Managers Assesses self Actively assesses and evaluates own strengths and weaknesses, and reviews development on continuous basis Assesses skill gaps Collaboratively diagnoses strengths and gaps in knowledge, skills and behavior crucial to current and future performance of team Determines talent gaps Determines mix and talent required by the organization to support current and future organizational goals Seeks feedback Proactively seeks feedback to identify areas for development; willingly accepts feedback, and uses it constructively to improve skills, knowledge, and behavior Drives performance through feedback Provides specific and constructive feedback on regular basis to maximize individual and team performance Identifies future leaders Initiates development strategies and assignments to build future leaders and organizational talent pipeline Strengthens others Develops competence by offering support, coaching, on the job learning opportunities, and career direction to others on continuous basis Creates learning environment Secures resources required to support development efforts; ensures development opportunities are available; structures work environment and processes to foster learning Develops self Actively seeks and acquires new knowledge and skills to remain up to date with and/or grow beyond current role requirements Recognizes contributions Champions learning and celebrates caregiver growth 6 Competency 6 of 6 Go beyond Patient Expectations Leverages caregivers, information and opportunities to exceed patient expectations. Leading Self Focuses on quality Strives to meet quality standards and produce quality work Focuses on service Provides courteous, timely, and helpful service to foster care and loyalty; proactively matches needs to services available Focuses on safety Follows directions, policies, and procedures to guard against adverse effects, accidents and injuries Leading Individuals Leading Managers Fosters culture of service delivery Encourages caregivers to be proactive in dealing with service issues; monitors standards of service provided, and takes action as appropriate Demonstrates industry insight Applies knowledge of industry trends and outlooks in setting and achieving organizational strategy and goals Processes information Gathers, organizes and analyzes diverse sources of information and applies professional insight to achieve clinical and business goals Drives Patients First culture Builds environment and supporting processes which drive service quality and excellence Anticipates patient needs Anticipates and addresses future patient needs and aspirations Manages resources Determines, allocates, and monitors caregivers, expenditure, and materials to maximize sustainable service quality and excellence Demonstrates organizational citizenship Exceeds role responsibilities to support organizational excellence 7
