FORWARD One of the responsibilities faced by every person in a managerial or supervisory position is the evaluation of employee performance. Most successful organizations require periodic performance evaluations. This guide is designed to help the appraiser in selecting phrases and words which accurately describe a variety of commonly rates factors. The phrases contained in this handbook are extremely positive and reflect superior performance. By simply altering the phrases, it is possible to describe areas in need of improvement. For example, “Excels in delegating routine tasks to subordinates” can easily be changed to; “You can improve your effectiveness by delegating routine tasks to subordinates”. 1 TABLE OF CONTENTS TABLE OF CONTENTS I. I. EFFECTIVE PHRASES ACCURACY 4 ACHIEVEMENT 5 ADMINISTRATION 6 APPEARANCE 7 COMMUNICATIVE SKILLS 8 COMPETENCY 10 COMPUTER SKILLS 11 COST MANAGEMENT 12 CREATIVITY 13 DECISION MAKING 14 DELEGATING 15 DEPENDABILITY 16 DEVELOPMENT 17 EVALUATION SKILLS 19 GOALS AND OBJECTIVES 21 IMPROVEMENT 23 INITITATIVE 24 JUDGEMENT 25 KNOWLEDGE 26 LEADERSHIP 27 LEARNING ABILITY 28 LOYALTY AND DEDICATION 29 MANAGEMENT ABILITY 30 MATURITY 33 MENTAL CAPACITY AND APPLICATION 34 MOTIVATION 36 ORAL EXPRESSION 38 ORGANISING 40 EFFECTIVE PHRASES (cont) PERFORMANCE QUALITIES GENERAL 41 2 PERSONAL QUALITIES 43 PLANNING 44 PROBLEM SOLVING 45 PROFESSIONALISM 46 QUALITY 47 QUANTITY 48 RELATIONSHIP WITH OTHERS 49 RESPONSIBILITY 51 STRESS 52 SUPERVISORY SKILLS 53 TACT AND DIPLOMACY 56 TIME MANAGEMENT 57 VERSATILITY 58 WRITING ABILITY 59 TABLE OF CONTENTS II. HELPFUL ADJECTIVES PAGES 60 - 62 III. HELPFUL VERBS PAGES 63 - 66 IV. PERFORMANCE RANKINGS PAGES 67 - 68 V. TIME FREQUENCY PAGES 69 - 70 VI. GUIDELEINES FOR SUCCESSFUL EVALUATIONS PAGES 71 - 73 3 ACCURACY recognises the importance of accuracy performs with a high degree of accuracy performs with consistent accuracy achieves results with accuracy and precision maintains high statistical accuracy strives for perfection excels in achieving perfection avoids mistakes and errors conforms to strict tolerances meets precise standards meets rigid specifications keeps accurate records maintains accurate documentation provides explicit documentations give meticulous attention to detail excels in detail checking forecasts with extreme accuracy makes accurate predictions about future trends, directions and development 4 ACHIEVEMENT achieves optimal levels of personal performance and accomplishment produces a tangible, positive impact achieves consistently high results achieves bottom-line results achieves lasting results exceeds the norm accomplishes more with fewer people demonstrates the ability to achieve desired results attains results without negative side effects attains results through positive actions 5 ADMINISTRATION ADMINISTRATION demonstrates a high level of administrative competence manages paperwork efficiently and effectively improves administrative efficiency through the effective use of forms constantly examines administrative effectiveness and seeks better procedures establishes effective systems for record retention encourages administrative efficiency and effectiveness keeps simple records with little duplication achieves high administrative output establishes effective systems for information retrieval avoids burdening management with administrative details analyzes relevant information effectively uses exception reporting to keep management informed understands and applies basis statistical methods makes effective use of statistical applications clearly establishes administrative rules and regulations uses sound statistical control techniques enumerates and specifies procedures for implementing and administering written policies properly controls the release of proprietary information develops policies and procedures to improve department respects confidential information maintains complete confidentiality improves administrative support systems supplies necessary support services keeps informed of new technologies for administrative support develops successful administrative strategies ???????effective use of office equipment excels in simplifying systems and reducing paperwork excels in eliminating unnecessary paperwork effectively controls paperwork 6 APPEARANCE recognizes the importance of appearance presents an attractive appearance takes pride in personal appearance displays the type of grooming which is neat, attractive and appropriate gives proper attention to personal hygiene and dress dresses consistent with organizational expectations conforms to proper standards of dress wears appropriate clothing and accessories dresses appropriately for the position displays good posture projects poise and authority makes positive first impressions makes excellent impressions projects a positive image 7 COMMUNICATIVE SKILLS COMMUNICATIVE SKILLS excels in effective and positive communications effectively communicates management decisions to achieve understanding and acceptance communicates effectively openly, forcefully and effectively effectively communicates upwards, downwards and laterally communicates clearly and concisely communicates with credibility an confidence communicates effectively both horizontally and vertically communicates high expectations develops and maintains two-way communications improves the effectiveness of communications and interactions with others keeps other departments informed of developments affecting their function provides and intellectual atmosphere conductive to the stimulation and interchange of ideas communicates confidently with superiors, peers and subordinates excels in interpersonal communications effectively communicates with co-workers excels in communicating with individuals and small groups optimally utilizes all channels of communications conducts meetings that achieve results demonstrates good judgement in selecting the proper mode of communications is a skillful meeting participant knows when to cover topics by letter or phone makes a strong impact at meetings makes appropriate use of formal vs. informal communications demonstrates string committee procedures and techniques encourages open communications to achieve mutual understandings excels in intercommunications and interactions demonstrates and ability to perform and communicate demonstrates sound negotiating skills effectively communicates goals and interplay of ideas and concepts is a competent communicator prevents unproductive responses 8 COMMUNICATIVE SKILLS avoids communication breakdowns makes the best impression in all situations demonstrates proper telephone techniques and etiquette makes effective use of the telephone effectively explains and interprets organizational policies and procedures effectively organizes ideas for logical presentation and acceptance responds quickly to all oral and written communications excels in verbal and non-verbal communications uses proper oral and written language possesses a strong vocabulary displays productive assertiveness conveys an impression which reflects favorable upon the public relations of the organization. excels in dealing with the public uses communicative skills to bolster the organization’s image promotes organizational policies, the quality of its products and its reputation demonstrates and conveys a favorable image of the organization 9 COMPETENCY COMPETENCY demonstrates competent performance is uniquely qualified projects a special competence effectively capitalises on strengths demonstrates a high level of expertise keeps informed of the latest trends and development demonstrates string personal effectiveness constantly sharpens and updates skills demonstrates strong interpersonal competence believes in self uses abilities to the fullest devotes appropriate time and effort to the development of professional competence attends seminars and workshops to improve job performance maximizes personal strengths excels in the effective application of skills displays a high level of technical competence effectively blends management skills with technical expertise combines technical competence with dependability and loyalty demonstrates highly sophisticated skills and strategies possesses specialised skills highly skilled in all phases of job excels in operational skills displays excellent attention to technical skills especially effective in the development and use of supportive skills 10 COMPUTER SKILLS maximizes the benefit of computer technology incorporates the newest computer technologies identifies computer support requirements ensures that computers are used to generate meaningful information and increase efficiency encourages employee assistance and use of computers ensures the proper training of computer operations utilizes the power of computers makes effective use of computer equipment and facilities possesses a strong knowledge of computer fundamentals understands computer applications is computer literate keeps alert to new computer hardware keeps abreast of new software applications 11 COST MANAGEMENT COST MANAGEMENT effectively controls costs through economical utilization of personnel, materials and equipment ensures that all expenditures are in the best interests of the organization effectively commits resources of staff, funds and time excels in controlling costs and eliminating waste makes maximum use of allocated funds makes realistic budget projections gives close attention to monitoring budget variances and plans appropriate adjustments strives for maximum return on investment excels in profit-oriented decisions demonstrates sound costs effectiveness maintains effective cost control exercises appropriate cost control effectively identifies areas needing cost reductions displays sound judgement in managing and controlling expenses adheres to sound auditing principles plans travel, entertainment and related expenses to achieve essential organizational goals adheres closely to organizational policies and procedures when requesting expense reimbursement 12 CREATIVITY CREATIVITY displays creative imagination initiates fresh ideas demonstrates creative strength excels in nurturing new ideas successfully develops creative strategies displays a sense of inquiry excels in creative experimentation maintains high level of curiosity seeks creative alternatives displays a strong power of observation challenges conventional practices considers innovative possibilities explores new paths, procedures and approaches encourages an environment conductive to creativity taps the creative potential of a group encourages innovator excels in creative thinking and problem solving promotes a creative climate creates satisfying solutions to problems creates interest demonstrates a high degree of originality and creativity creates opportunities originates and develops constructive ideas initiates good conceptual ideas with practical applications excels in developing spontaneous ideas originates unsought ideas seeks new ideas and approaches stimulates ideas promotes the flow of good ideas is receptive to new ideas 13 DECISION MAKING DECISION MAKING makes decisions with confidence makes sound decisions under pressure can be relied on to make sound decisions avoids hasty decisions makes inventive and resourceful decisions concentrates on developing solutions is willing to make difficult and unpopular decisions excels in seeking solutions seeks staff input for decision making develops fresh solutions makes sound decisions in the absence of detailed instructions excels in suggesting optional solutions thoroughly analyses conditions and reaches independent decisions develops resourceful solutions supports convictions with sufficient force uses the most penetrating and objective evaluations to arrive at decisions strives to improve decisiveness weighs alternative decisions before taking action encourages decision making at lowest possible level carefully evaluates alternative risks practices sound risk taking is willing to take calculated risks exercises a wide range of decision making control foresees the consequences if decisions excels in foreseeing the effects of decisions communicates decisions with confidence demonstrates an ability to effectively influence key decision-makers 14 DELEGATING DELEGATING delegates to improve organizational effectiveness may be delegated the broadest discretion delegates to maximize organizational strengths delegates to evaluate employee potential recognizes the need to concentrate on people rather than tasks effectively assesses delegation capability recognizes the importance of working through subordinates delegates to improve job satisfaction of subordinates encourages delegation demonstrates effective delegation techniques effectively delegates responsibility gives subordinates the authority needed to effectively carry out delegated responsibilities delegates with clearly defined responsibility and authority provides subordinates with the resources needed to accomplish results delegates while maintaining control knows when and what to delegate delegates routine tasks to subordinates makes effective use of secretarial support delegates to the proper person effectively delegates unpleasant tasks prevents reverse delegation 15 DEPENDABILITY DEPENDABILITY is consistent, dependable and accurate in carrying out responsibilities to a successful conclusion is very dependable and conscientious is extremely reliable and supportive can be relied upon to meet schedules and deadlines fully accepts all responsibilities and meets deadlines meets logically developed priorities can be relied upon to do the job and any other assigned tasks is always fully prepared can be relied on to successfully complete all assignments achieves results when confronted with major responsibilities and limited resources consistently punctual utilizes all available resources to achieve results is regular in attendance can be counted on to achieve results in emergency situations effectively follows up assignments is exceptionally reliable and trustworthy when given an assignment uses proven methods and techniques to achieve results displays a strong personal commitment to successfully completing all projects displays rigid self-discipline attains results regardless of task levels meets responsibilities promptly fulfills all commitments meets expectations 16 DEVELOPMENT DEVELOPMENT excels is selecting and developing individuals with high potential talent encourages individual growth and development of employees identifies staff development needs excels in tapping hidden talents recognizes development levels and ability to self……… and others exploits under-utilized capabilities initiates and establishes personal growth and career path displays an ability to turn weaknesses into strengths turns potential into action excels in developing career paths develops subordinates in high achievers plans for effective career development cultivates strengths of subordinates plans for future career development and accomplishment effectively develops employees seeks personal growth and development develops managerial candidates understands personal strengths and weaknesses encourages managers to develop subordinates is successfully demonstrating the ability to develop from a specialist to be generalist excels in developing synergy regularly assesses the development and effectiveness of subordinates gives proper attention to personal succession planning develops qualified successors inspires subordinates to achieve their fullest potential (can’t read properly)-???? employees to acquire?????????? and knowledge encourages broad development of employees shows genuine interest in ???????(can’t read) encourages special preparation and training of personnel effectively tracks employee progress uses a wide variety of training methods deals effectively with different career stages of employees makes effective use of role-playing improves the skills and develops the talents of subordinates 17 DEVELOPMENT successfully builds subordinates coaches toward achievement encourages employees to improve abilities for greater responsibility effectively recommends methods to assist subordinates in overcoming weaknesses concentrates development on weak areas encourages constructive actions by employees assists subordinates in reaching new levels of skills, knowledge and attitudes makes winners out of subordinates assists subordinates in applying new skills, techniques and understandings facilitates learning develops creative potential profits from experience builds on strength reinforces employee strengths builds on the positive 18 EVALUATION SKILLS EVALUATION SKILLS establishes clear and meaningful criteria or standard for effective performance accurately assesses potential accurately evaluates employee effectiveness clearly establishes performance objectives and evaluation criteria effectively assesses the quality of work performed by subordinates establishes credible standards establishes credible measurement methods rates on the basis of performance and note personality effectively and continually evaluates activities programs and functions effectively rates job performance and not the individual constantly evaluates techniques and practices effectively evaluates subordinates on the basis of performance effectively appraises departmental resources and skills accurately monitors performance against objectives effectively make quantitative determinations of ability recognizes high potential employees identifies individuals who have a capacity to perform effectively evaluates others without creating resentment or negative responses show significant frequency differences in appraising employees gives recognition to deserving individuals effectively grants rewards on the basis of objective accomplishment recognizes special talent and capabilities of employees effectively identifies goal achievers produces highly accurate assessments understands accomplishments, strengths and weaknesses of employees effectively assesses employee resources, strengths and competencies identifies and discusses weaknesses of staff members regularly assesses growth identifies individuals needing periodic retraining effectively tracks performance 19 EVALUATION SKILLS directs performance appraisals toward the selfimprovement of employee effectively utilizes performance reviews as a motivation tool plans for appraisal interview gives proper attention to performance appraisal interviews encourages and facilitates self-evaluation effectively critiques own work benefits from constructive criticism excels in establishing feedback systems for evaluating results accurately measures and assesses employee feedback 20 GOALS AND OBJECTIVES GOALS AND OBJECTIVES controls the quality of the most crucial of all the variables contributing to the realization of departmental goals and objectives effectively develops objectives excels in planning, forecasting, setting objectives and determining courses of action establishes feasible and attainable goals achieves cognitive objectives sets realistic goals effectively develops individual, departmental and organizational goals to obtain objectives effectively blends personal goals with organizational objectives sets reachable targets sets compelling personal goals sets worthy goals sets goals that are compatible with those of the organization effectively develops goals excels in formulating goals and plans of action is a goal seeker clearly establishes goals to achieve a significant productive impact clearly establishes goals and purposes establishes performance targets for both short range and long range effectively establishes truly relevant objectives and performance standards establishes specific and measurable goals sets, obtains and manages managerial objectives sets clear and measurable objectives formulates realistic objectives effectively sets group performance objectives establishes specific objections effectively establishes group goals effectively determines workable objectives establishes methods for attainment of goals excels in the perception of objectives encompasses every objective valued by the organization effectively organizes, assembles an arranges resources to meet goals effectively matches goals to resources effectively communicates objectives 21 GOALS AND OBJECTIVES effectively matches resources with objectives is aware of longer-term goals and larger frameworks of concepts effectually evaluates goals displays sincerity of ambitions and objectives achieves and surpasses goals 22 IMPROVEMENT IMPROVEMENT constantly strives to strengthen and refine professional effectiveness sets ambitious growth goals consistently strives to improve performance tactfully discusses areas in need of improvement moves constructively toward improving performance clearly identifies improvement to be achieved improves effectiveness by eliminating the confusing work cooperatively toward the identification of areas needing improvements excels in self-supervision and self improvement excels in isolating characteristics in need of improvement often makes valuable suggestions for improvement clearly pinpoints areas in need of improvements excels in developing improved techniques identifies performance improvement problems develops totally new strategies monitors improvement progress devises improved means of accomplishing results displays an eagerness to improve makes affirmative contribution to improvements demonstrates a strong effort to improve produces changes for the overall improvement of the department displays a willingness to discuss weaknesses and make improvements uses constructive criticism to improve performance establishes goals for improvement of performance targets welcomes opportunities for improvement seeks opportunities for self improvement responds favorable to suggested actions for improvement displays improved potential for advancement shows steady progress develops future goals for self-improvement continues to grow and improve articulates goals for future improvement 23 INITIATIVE INITIATIVE demonstrates a high level of initiative displays ingenuity in anticipating and meeting unexpected situations is a self-starter provides opportunity for initiative is judicious in carrying out assignments without direction gathers and provides data in advance of need excels in self-directing and self-pacing plans and organizes with little or no assistance demonstrates an ability to think along constructive original lines takes action without undue haste or delay does things without being told is a solution seeker has the quality of knowing what has to be done effectively initiates solutions take charge in the absence of detailed instructions makes practical suggestions requires minimum supervision demonstrates self-reliance and resourcefulness displays self-reliant enterprise is alert to new opportunities, techniques and approaches seizes all opportunities explores new opportunities captures all opportunities innovates and creates new and unique methods and procedures effectively applies new concepts and techniques constantly finds new and better ways of performing job extremely active and eager to try new approaches 24 JUDGEMENT excels in making appropriate judgements can be entrusted to use good judgement excels in developing new perspectives follows a variety of approaches in activities and techniques effectively diagnoses situations or conditions systematically evaluates options in terms of consequences considers alternative courses of action displays excellent intuitive judgement exercises judgement on behalf of others 25 KNOWLEDGE knows basis management principles and methods possesses the knowledge to handle work of the most complex nature clearly understands purposes, objectives, practices and procedures of department displays strong knowledge of responsibilities thoroughly understands all aspects of job understands needs and requirements of job is secure in job knowledge is very knowledgeable over a wide range of job responsibilities has excellent “real world” experience possesses practical hands-on experience demonstrates strong technical and operational knowledge is exceptionally well informed shares knowledge for the benefit of employees keeps alert to current practices demonstrates a comprehensive knowledge of the field keeps well informed on business, political and social issues 26 LEADERSHIP LEADERSHIP takes charge projects self-confidence, authority and enthusiasm inspires the co-operation and confidence of others demonstrates natural leadership ability is emulated by peers and subordinates displays leadership stature displays an ability to stimulate others demonstrates strong, dynamic leadership commands the respect of others shows dynamic leadership qualities commands the attention of others displays the strengths of the exceptional leader demonstrates imaginative leadership shows appreciation for contributions and achievements displays strong leadership patterns promotes harmony and teamwork displays leadership traits appropriate to the situation promotes group harmony encourages team-building efforts excels in training, leading and motivating people builds a team spirit effectively uses power and influence demonstrates decisive leadership ability faces problems with confidence and assurance inspires confidence and respect is a catalyst of success radiates confidence ehcits confidence effectively maintains leadership in a group environment 27 LEARNING ABILITY shows eagerness and capacity to learn displays an exceptional ability to learn new methods displays and ability to learn rapidly and adapt quickly to changing situations responds promptly to changes and opportunities responds quickly to new instructions, situations, methods and procedures quickly grasps new routines and explanations is receptive to new ideas keeps alert to new learning opportunities makes effective use of hands-on learning benefits from all learning situations encourages a positive learning environment stimulates curiosity to improve learning 28 LOYALTY AND DEDICATION is loyal to organization, associates and subordinates displays absolute loyalty to superiors and to the organization builds loyalty in subordinates increases superior’s strengths shows positive attitudes toward employer and employees places organizational interest ahead of personal convenience displays a renewed sense of purpose is committed to organizational goals displays a genuine interest in the organization extremely dedicated takes pride in job displays a high degree of honesty, loyalty and integrity 29 MANAGEMENT ABILITY MANAGEMENT ABILITY accurately assesses management effectiveness effectively applies sound management principles effectively uses contemporary management concepts keeps management informed on questions of policy excels in obtaining management support demonstrates productive management techniques encourages participative management consistently prepares appropriate recommendations stimulates management efficiently and effectiveness displays strengths in human resources management multiplies management effectiveness provides management with valid and reliable information for human resources planning successfully integrates objectives, opportunities and resources is a powerful asset to the organization develops sensible and realistic programs provides management with accurate information concerning the strengths and weaknesses of employees effectively resolves conflicts between individual needs and requirements of the organization orchestrates successful programs successfully builds and reinforces essential programs respects both employee rights and management prerogatives identifies major management problems effectively solves problems that cross organizational boundaries sees the big picture excels in resolving interdepartmental conflicts demonstrates an ability to recognize management problems and develop solutions obtains the full support of other departments pulls the organization together knows when to seek help outside the organization identifies relevant and appraisable components of effective management recognizes the important roles of responsibility, authority and accountability 30 MANAGEMENT ABILITY MANAGEMENT ABILITY holds subordinates accountable for results builds strong sense of teamwork and purpose relates consequences to accountability excels in task-oriented team development demonstrates superior executive ability under a variety of circumstances obtains maximum team performance conveys executive stature shows those qualities that make a manager forceful and effective achieves teamwork effectiveness strives for maximum team performance encourages efforts toward common goals displays attributes of an effective manager excels in developing synergistic strategies effectively manages self maximizes the use of company resources displays an effective, productive management style accounts for effective and efficient use of personnel recognizes the difference between managing and doing avoids managing by crisis provides subordinates with the resources needed to attain results excels in human resource management attains results through the proper direction of subordinates is a challenging and inspiring manager gives clear direction excels in solving people problems is aware of potential contributions of department excels in defining, measuring an increasing productivity maintain firm departmental control achieves high productive output while maintaining high morale promotes co-operative behavior and team efforts follows proper codes of conduct effectively recognizes the need for change effectively manages change 31 MANAGEMENT ABILITY implements change with minimal resistance effectively deals with resistance to change implements change with a positive impact keeps fully alert to the weaknesses, strengths, threats and opportunities facing the organization excels in positioning for the future 32 MATURITY displays a high degree of emotional maturity excels in separating emotion from rationally displays emotional stability displays strong emotional control copes constructively with emotions keeps anger under control displays mature reactions maintains a mature attitude maintains string self-control displays superior emotional adjustment and stability keeps situations in proper perspective displays maturity in handling disappointments responds positively on inconsequential issues 33 MENTAL CAPACITY AND APPLICATION MENTAL CAPACITY AND APPLICATION grasps the most difficult concepts displays fresh insight displays a depth of understanding uses intelligent reasoning understands both theoretical and practical concepts displays considerable flexibility displays strong flexibility distinguishes between perception and reality displays imaginative thinking exceptionally keen and alert displays organized thinking is reasonable, smart and keen excels in analytical thinking is alert, quick and responsive excels in heuristic thinking is alert and broad-minded excels in independent thinking capable of sustaining a high level of concentration thinks strategically gives undivided attention displays consistent, logical and orderly thinking demonstrates original and independent thinking displays excellent comprehension and retention demonstrates a strong power of analytical reasoning displays strong powers of mental retention sustains logical thinking in one area possesses strong memory skills thinks before taking action displays a strong power of recall thinks fast on feet displays a very high cognitive ability uses common sense excels in systematic observation uses common sense to reach workable conclusions gains new perspectives demonstrates intellectual inquisitiveness uses sound fact-finding approaches widens intellectual horizons demonstrates innovative insight 34 MENTAL CAPACITY AND APPLICATION makes effective use of mental imaging demonstrates positive mental outlook thinks futuristically 35 MOTIVATION MOTIVATION strongly motivated to achieve optimal results displays energy and vitality in performing daily responsibilities strongly motivated to achieve higher expectations displays intense involvement highly motivated to achieve individual attainment seeks total involvement strives for the achievement of excellence strives for maximum effectiveness displays maximum drive in fulfilling job responsibilities volunteers for extra work and demanding assignments is totally absorbed in job is a significant driving force achieves success when confronted with limited resources keeps drive alive turns past failures into future successes displays a strong sense of purpose is success-oriented displays a strong personal commitment capitalizes on opportunities displays strong achievement drive maximizes the opportunities within every situation displays a strong competitive drive operates effectively under adverse condition displays intense desire effectively overcomes personal and organizational blocks to achieve results displays a spirit of determination maximizes individual resources and energies effectively uses behavior modification to create motivation and achieve results optimizes individual traits displays an enthusiastic spirit displays highly motivated inner drive displays extraordinary enthusiasm goes beyond one is expected sparks enthusiasm gives maximum effort builds employee enthusiasm develops a motivating environment 36 MOTIVATION motivates and challenges sees subtle techniques to motivate displays positive energy is a prime mover is a compulsive achiever is ambitious and hard-driving is task-oriented is results-oriented displays progressive attributed is a self-motivator maintain own momentum maintains self-motivation competes and co-operates makes effective use of positive imagery to achieve success 37 ORAL EXPRESSION ORAL EXPRESSION is a polished and confident speaker presents ideas with power and persuasion faces any size audience with confidence achieves creditability and persuasiveness excels in speaking on special occasions has excellent persuasive ability excels in impromptu speaking situations uses voice and body to effectively convince and persuade excels in extemporaneous speaking is a skillful interviewer speaks efficiently on feet possesses superior verbal understanding makes presentation with poise and self-confidence demonstrates strong personal presentation skills uses understandable language that is relevant and meaningful makes lively and effective presentations excels in speech proficiency demonstrates excellent oral presentation skills is eminently clear in verbal expressions uses visual aids effectively is highly articulate makes effective use of charts, graphs, figures and illustrations displays clarity in expressing views states positions clearly makes effective demonstrations displays an ability to present views logically negotiates with skill speaks at a pleasant tempo displays strength in negotiating enunciates clearly in a well-modulated voice disagrees without arguing speaks in a positive tone knows how and when to say “no” makes effective use of questions 38 ORAL EXPRESSION ORAL EXPRESSION effectively develops organisational capabilities and integration of objectives organises work well organises effectively to achieve greater results develops programs to improve the effectiveness of the department and overall operation of the organisation demonstrates a systematic approach in carrying out assignments builds organisational effectiveness is very orderly and systematic excels in developing jobs, organisational structure and systems is methodical in planning and performing keeps organisational levels to a minimum avoids over-staffing maximises organisational productivity encourages co-operative organisational action overcomes organisational block-ups makes the most of organisational energy and potential makes effective use of all organisational resources makes a substantial contribution to the growth of the organisation exerts a positive influence of the organisational climate deals effectively with organisational climate identifies organisational needs displays an organised approach to the job 39 ORGANISING ORGANISING effectively develops organisational capabilities and integration of objectives organises effectively to achieve greater results develops programs to improve the effectiveness of the department and overall operation of the organisation builds organisational effectiveness demonstrates a systematic approach in carrying out assignments is very orderly and systematic is methodical in planning and performing excels in developing jobs, organisational structure and systems keeps organisational levels to a minimum avoids over-staffing maximises organisational productivity encourages co-operative organisational action overcomes organisational block-ups makes the most of organisational resources makes effective use of all organisational resources makes a substantial contribution to the growth of the organisation exerts a positive influence on the organisational climate deals effectively with organisational climate identifies organisational needs displays an organised approach to the job organises work well 40 PERFORMANCE QUALITIES -GENERAL PERFORMANCE QUALITIES -GENERAL demonstrates consistently distinguished performance is extremely resourceful is extremely resourceful and enthusiastic generates greater success in highly complex situations demonstrates exceptional work habits consistently exceeds performance expectations work diligently performance regularly exceeds job requirements extremely industrious provides a competitive edge displays hard working persistence is not content with mediocrity displays strong perseverance excels in cutting through confusion displays persistent attention to the job turns risk situations into opportunities is precise and efficient turns competitive impulses into the most constructive channels displays concentrated effort displays refinement, character and objectivity displays industriousness, conscientiousness and diligence in performing tasks displays trust and confidence possesses all traits associated with excellence demonstrates credibility displays strong analytical qualities faces conflicts with confidence excels in tedious research competes with confidence recognises and accepts personal assets and liabilities extremely self-confident radiates self-confidence displays accurate self-perception of abilities demonstrates positive self-concepts optimises the use of all available resources excels in self-discipline generates enthusiasm capitalises fully on talents effectively applies skills 41 PERFORMANCE QUALITIES -GENERAL PERFORMANCE QUALITIES -GENERAL responds quickly to feedback maintains a high degree of involvement develops success oriented approaches displays positive approaches turns negative into positives displays positive attitude toward job and others maintain an optimistic outlook when faced with difficulties excels in handling tough situations develops positive expectations develops realistic expectations is a high potential employee is very performance conscious sets high standards of personal performance receives and carries out tasks in a co-operative manner is an important contributor to the success of the department excels as a team player projects as a team player projects objectively prevents personnel conflicts from reducing productivity 42 PERSONAL QUALITIES PERSONAL QUALITIES is fair, cheerful and follows businesslike procedures to accomplish objectives displays many positive character traits displays a winning personality displays a pleasant, cheerful disposition displays a pleasant personality displays natural charm and charisma displays an enterprising personality displays a pleasant demeanor displays an outgoing personality has a calm, even temperament displays energizing optimism is stable, patient and steady projects energy and enthusiasm is relaxed, confident, enjoyable is polished and poised is very cordial displays social grace is warm and genuine is sincere displays positive responses to negative situations displays positive, friendly and relaxed attitudes uses humor constructively displays keen wit displays a harmonious and co-operative spirit possesses a personal magnetism possesses many valued personal traits 43 PLANNING PLANNING establishes strategic plans for future success excels in developing action plans proposes plans of action which are timely, realistic and positive effectively puts plans into action effectively translates ideas into action plans with a fresh perspective effectively plans to avoid future problems plans, organises and completes tasks in the shortest, most efficient manner effectively formulates strategies, tactics and action plans to achieve results prevents problems from occurring excels in problem prevention anticipates and resolves conflicts plans appropriate strategies to arrive at solutions plans for predictable resistance plans effectively for systematic results develops innovative strategies excels in defining problems and planning solutions develops positive strategies excels in anticipating needs develops innovative plans and solutions meets or exceeds standards for major responsibilities or objectives on time or ahead of schedule develops effective strategies to attain good performance constantly develops techniques to generate new strategic alternatives excels in developing “what if” scenarios keeps comfortably ahead of work schedule excels in developing strategic alternatives translates planning into reality develops sound contingency plans effectively establishes task priorities is not controlled by events and crisis situations formulates plans and envisions goals develops rational planning techniques effectively implements plans with harmony and cooperation 44 PROBLEM SOLVING demonstrates a strong ability to identify, analyse and solve problems displays an ability to solve problems, think, reason and learn displays a practical approach to solving problems utilises a variety of analytical techniques to solve problems unusually decisive in handling difficult problems effectively solves problems rather than symptoms excels in identifying the real problems excels in solving critical problems solves problems before they become critical excels in trouble shooting works well with others in solving problems translates problems into practical solutions turns problems into opportunities 45 PROFESSIONALSIM PROFESSIONALSIM demonstrates an exceptional mastery of professional skills conveys professionalism displays professional pride demonstrates professional expertise displays high standards of professional behavior displays well-oriented professional knowledge is a seasoned professional demonstrates high standards of professional conduct seeks a higher degree of professional excellence displays a professional style shows concern about professional improvement displays a professional profile sustains a professional growth strategy maintains high professional ethics strives to grow professionally through continuous study and participation follows ethical procedures stimulates professionalism constantly seeks to broaden professional horizons engenders respect for profession maintain a high degree of professional participation displays loyalty to profession develops the skills needed to maintain the highest standards of professional excellence quality of work reflects high professional standards writes memos, letters and reports that reflect professional expertise develops enduring professional relationships provides subordinates with definite, positive assistance to correct professional difficulties 46 QUALITY quality of work is consistently high achieves the highest standard of excellence shows professional concern for quality work emphasizes quality enhancement promotes quality awareness recognises the importance of quality recognises the importance of quality in providing a competitive edge demonstrates accuracy, thoroughness and orderliness in performing work assignments performs with unusual accuracy, thoroughness and effectiveness is committed to excellence achieves consistent effectiveness strives for state-of-the-art perfection is extremely neat provides total quality assurance displays pride in work 47 QUANTITY makes a substantial contribution to the continued operation and growth of the organisation quantity of work is consistently high performs at peak efficiently maintains a peak performance sustains a high achievement level works at a high achievement level performs at a high energy level effectively expends energy maintains unusually high output is fast and productive performs with unusual speed at a high rate of output exceeds normal output standards produces beyond normal expectations constantly produces more than expected 48 RELATIONSHIPS WITH OTHERS RELATIONSHIPS WITH OTHERS excel in effective human relations promotes relationship of trust and respect understands human behavior understands and knows how to get along with coworkers identifies and understands personal values of superiors, subordinates, peers and others displays a high degree of recognition, acceptance and prestige in dealing with others works effectively with others establishes effective working relationships promotes harmony among associates makes favorable impression and easily gains acceptance by others builds positive relationships with superiors makes the best impression in every situation works effectively with multiple superiors conveys a positive personal image conveys considerable influence with superiors excels in obtaining enthusiastic commitments establishes credibility with superiors and subordinates gains management commitments interacts effectively with peers well accepted by other under difficult circumstances displays unconditional positive regard work harmoniously and effectively with others conveys positive influences gets along well with others displays genuineness in dealing with others develops a strong working rapport with others conveys a willingness to help develops positive working relationships excels in promoting team efforts develops mutual support is an excellent team worker builds a close rapport exceptionally willing and successful as a team worker builds trust and rapport generates synergy 49 RELATIONSHIPS WITH OTHERS encourages organisation-wide co-operation promotes participative approaches extremely co-operative with associates demonstrates an ability to relate excels in sustaining concentration while avoiding confrontations promotes co-operation is co-operative and constructive exercises considerable influence demonstrates strong interpersonal skills develops interpersonal trust displays an interpersonal regard displays positive affectivity respects the opinions of others 50 RESPONSIBILITY devotes appropriate attention to all responsibilities accepts responsibility for own decisions and those of subordinates assumes responsibility for mistakes and shortcomings of subordinates is willing to accept ultimate responsibility accepts responsibility for compliance with rules and regulations continues to seek and accept responsibility takes positive action to meet growing responsibility delegates responsibility effectively is especially effective in assigning responsibility builds personal accountability displays a willingness to face conflicts accepts new job assignments willingly views new assignments as an opportunity for growth 51 STRESS STRESS successfully copes with demands from superiors, subordinates and peers projects composure copes effectively with risk and uncertainty effectively handles competing priorities adjusts promptly and calmly to change works effectively for multiple superiors handles the unexpected the coolness thrives on stressful situations successfully copes with unintended consequences copes effectively with pressures and tensions effectively manages stress effectively handles stress and anxiety capably handles potentially volatile situations handles crisis and emergencies with coolness demonstrates coolness under stress makes positive use of stress to improve performance shows finesse in situations of stress remains in solid control performs well in crisis situations gains control over job pressures performs well under pressure recognises stress-related problems works effectively in high pressure situations recognises the impact of stress and ???? organisational effectiveness works calmly in a turbulent environment knows when to seek help remains calm in crisis situations gets things done calmly displays impressive poise under stress recognises the importance of sound physical and mental health for top performance effectively balances the demands of job with private life shows poise when under pressure maintains personal composure in high stress situations 52 SUPERVISORY SKILLS SUPERVISORY SKILLS effectively motivates subordinates to exert the effort necessary to attain organisational goals maximises the performance of people and equipment excels in the supervision and leadership of subordinates gives constant encouragement to subordinates gives constructive suggestion to subordinates maintains a work situation which stimulates the growth of individuals strives to make job more meaningful, challenging and contributory to the betterment of the department effectively coaches subordinates toward achievement brings out the best in employees challenges the abilities of subordinates makes certain that employees have a clear understanding of their responsibilities recognises the important relationship between rewards, reinforcement and results excels in analysing and adjusting work procedures for maximum efficiency maximises the value of recognition and rewards effectively prevents over-staffing makes effective use of constructive compliments establishes realistic work demands gives proper recognition develops precise job expectations excels in giving verbal praise divides work into manageable activities effectively balances work flow develops a climate providing motivation, participation and opportunities for employee initiative expects and demands superior performance promotes an effective climate places emphasis on results encourages a climate for action excels in getting work done by others develops a spirit of teamwork optimises productivity builds co-operation maintains maximum productivity from employees promotes a comfortable, friendly organisational atmosphere 53 SUPERVISORY SKILLS SUPERVISORY SKILLS effectively communicates organisational policies and other information to subordinates assists employees in career assessments gives sound, practical advice is readily accessible to subordinates promotes positive involvement guides employees to proper resources whenever help is needed encourages active involvement of staff properly asserts authority receives full support from staff is effective in giving orders and directions stimulates individual participation avoids over-supervising stimulates productive discussions sessions for positive action promotes a high degree of morale gains employee confidence effectively seeks and obtains ideas from group members develops strong credibility with subordinates shows concern for the employee as a person shows empathy hires qualified people shows genuine respect gives helpful guidance to new employees shows warmth and consideration shows a sincere interest in employees and the solution to their problems is sensitive to the feelings of others supervises firmly and fairly excels in effective coaching and counseling of subordinates is fair and firm when dealing with subordinates effectively uses counseling techniques and skills establishes acceptable tolerance levels inspires voluntary support and guidance to employees overcomes resistance to technological change lends support and guidance to employees effectively handles employee problems and discontent 54 SUPERVISORY SKILLS SUPERVISORY SKILLS effectively deals with mistakes and errors handles employee problems professionally copes effectively with misunderstandings recognises and deals with signs of employee unrest corrects without criticising encourages constructive feedback takes positive steps to avoid recurrence of errors turns complaints into opportunities keeps informed of supervisory legal responsibilities settles disputes firmly take appropriate remedial action maintains order and discipline quickly settles disciplinary problems handles disruptive behaviour with firmness takes prompt corrective action handles problems immediately keeps small situations from becoming big problems uses constructive discipline effectively controls employee absenteeism and tardiness overcomes personality conflicts capably manages the marginal performer excels in revitalising employees who are coasting capably handles resistance from staff members deals effectively with resistance 55 TACT AND DIPLOMACY TACT AND DIPLOMACY displays a high degree of tact and diplomacy employs procedures that reveals poise handles situations with poise, understanding and tact accepts constructive criticism tactfully admits mistakes and errors deals tactfully with both lower and higher authority displays proper etiquette works well with others in the solutions of mutual problems respects the opinions, abilities and contributions of others displays grace and style follows proper protocol is polite in all situations is co-operative and open-minded in working with others effectively turns defensive situations into supportive relationships displays excellent mannerisms conveys sincere appreciation at every opportunity takes appropriate action without offending handles situations in a calm, objective manner effectively resolves misunderstandings accomplishes results without creating friction handles confrontations with tact disagrees with diplomacy is tactful in conflict situations negotiates with tact displays trust and mutual understanding 56 TIME MANAGEMENT TIME MANAGEMENT achieves maximum time effectiveness maximises peak times places a high value on time effectiveness uses time productively excels in priority determinations uses time wisely distinguishes between low and high priority activities makes effective use of travel time make effective use of waiting time demonstrates effective allocation of time resources maintains control over interruptions concentrates on activities with a high payoff concentrates on areas yielding the greatest return concentrates on situations that offer the highest return effectively controls telephone, visitors and other time traps schedules time effectively schedules all appointments focuses on relevant issues effectively uses the calendar eliminates tasks which contributes the least to organisational goals effectively eliminates unnecessary paperwork identifies unessential activities works smarter, nor harder identifies unessential activities makes effective use of discretionary time identifies and eliminates time wasters keeps personal, family, and work life in proper perspective avoids time snares avoids confusing activity with accomplishment uses systematic methods to accomplish more in less time delegates for maximum time effectiveness sets realistic time goals makes effective use of peak time periods 57 VERSATILITY possesses many talents and capabilities demonstrates competence in many areas has the ability to perform a wide range of assignments successfully handles multiple projects at the same time displays versatile expertise demonstrates diversified skills extremely versatile effectively handles special assignments displays flexibility in adapting to changing conditions effectively copes with accelerating changes is flexible and open toward change extremely valuable in providing back-up support for other jobs 58 WRITING ABILITY writes letters, memos and reports that command attention and achieve results writes with remarkable clarity an consistency writes precisely and effectively writes to convey a positive impression writes in a positive tone writes in a positive manner to reflect favorably upon the organisation writes reports that achieve maximum impact writes with persuasion writes proposals that win approval prepares persuasive presentations prepares concise and meaningful reports excels in converting complex information into simple, readable form places emphasis on meaningful action words possesses a large vocabulary demonstrates strong editing skills demonstrates creative writing ability 59 II. HELPFUL ADJECTIVES 60 HELPFUL ADJECTIVES HELPFUL ADJECTIVES absolute considerable eminent great accurate consistent energetic hands-on active constructive enlightening harmonious adaptable co-operative enterprising helpful adept courageous enthusiastic high affirmative courteous excellent high-tech alert creative exceptional honest ambitious curious exciting imaginative analytical decisive extra immerse articulate dedicated extraordinary important calm definite extreme independent capable dependable factual industrious challenging desirable fair ingenious charismatic determined favourable innovative clear-thinking diligent fine intense competent diplomatic flexible involved complete discreet forceful keen composed distinctive foremost knowledgeable comprehensive dynamic forward-looking lasting concise eager frank latest confident effective genuine logical conscientious efficient good-natured loyal HELPFUL ADJECTIVES HELPFUL ADJECTIVES magnificent poised self-confident ultimate major polished self-demanding understanding mature positive significant unique maximum powerful sincere unlimited meaningful practical sizable unusual motivated precise sophisticated utmost neat predictable sound valuable objective productive special versatile observant professional splendid vibrant open-minded progressive state-of-the-art vigorous opportunistic prominent stern well-liked optimal proper stimulating winning optimistic prudent strong worthy orderly punctual successful zestful organised quick superb original rational superior outstanding realistic supportive patient reliable systematic perceptive remarkable tactful perfect resourceful tedious persevering respectful thorough persuasive responsive trustworthy pleasant rigorous truthful 62 III. HELPFUL VERBS HELPFUL VERBS HELPFUL VERBS accentuates arises carries out contemplates accepts arranges challenges continues accomplishes articulates checks contributes accounts ascends circulates controls achieves ascertains clears conveys acquaints aspires coaches co-operates acquires assembles collaborates co-ordinates acts asserts collects copes actuates assigns commands creates adapts assimilates communicates dedicates adheres assists compiles delegates adjusts assumes completes demonstrates administers assures complies determines adopts attains comprehends develops advances attempts computes devotes advises attends concentrates directs analyses audits conducts discusses anticipates authorises conforms displays applies averts conjects disseminates appraises builds considers distinguishes appropriate calculates consolidates drafts approves capitalises consults effects 64 HELPFUL VERBS HELPFUL VERBS elicits expects impresses motivates emanates expedites improves necessitates emphasises explores influences negotiates employs expresses informs notifies empowers faces initiates observes emulates facilities Inspects obtains encompasses focuses Inspires operates encourages follows-up Insures optimises enforces foresees Interacts orchestrates enhances formulates interprets organises enlightens fosters interviews overcomes enriches fulfills investigates oversees ensures furnishes issues paces establishes gains judges participates evaluates generates keeps perceives evidence gives knows performs evokes grasps learns perpetuates examines guides maintains plans excels handles makes possesses executes helps manages practices exercises identifies meets prepares exhibits implements mobilises presumes 65 HELPFUL VERBS prevents represents sustains processes requires takes produces resolves thinks projects respects tolerates promotes responds trains proposes reviews translates provides revises treats persues schedules understands radiates secures uses realises seeks utilises receives serves verifies recognises shows vitalises recommends solves weight records sparks reflects stimulates regards strengthens regulates strives reinforces studies relates submits releases supervises relies supports reports surveys 66 IV. PERFORMANCE RANKINGS PERFORMANCE RANKINGS exceptional extraordinary excellent distinguished outstanding very good good superior fair satisfactory sub-standard unsatisfactory unacceptable 68 V. TIME FREQUENCY 69 TIME FREQUENCY always usually frequently often continuously sometimes occasionally rarely seldom never 70 VII. GUIDELINES FOR SUCCESFUL EVALUATIONS 71 GUIDELINES FOR SUCCESSFUL EVALUATIONS I. II. RATE OBJECTIVELY USE SIGNIFICANT EXAMPLES Most appraisal systems require the rater to site examples of performance. Examples should be objective and specific rather than subjective and general. You can improve the accuracy of your ratings by recognising the following factors that subvert evaluations 1. THE HALO EFFECT Whenever possible use quantitative examples which can be expressed in numerical terms using figures, percentages or amounts. For Example, is it preferable to state “exceeded sales objective by 10%” rather than “exceeded sales objectives.” The tendency of an evaluator to rate a person good or bad or all characteristics based on an experience or knowledge involving only one dimension. 2. LENIENCY TENDENCIES Attendency toward evaluating all persons as outstanding and to give inflated ratings rather than true assessments of performance. 3. STRICTNESS TENDENCY The opposite of the leniency tendency: that is a bias towards rating all persons at the low end of the scale and a tendency to be overly demanding or critical. 4. AVERAGE TENDENCY Attendency to evaluate every person as average regardless of major difference inperformance Legislation, court cases and government directives have added a new dimension to the performance appraisal process. Employee evaluation may become a key issue in litigation. Clearly the accuracy of performance appraisals is a requirement of the highest priority. 72 III. PLAN FOR APPRAISAL INTERVIEW III. PLAN FOR APPRAISAL INTERVIEW (continued) The appraisal interview is one of the most important element of the evaluation process. The purpose of the interview is to review performance and let people know how they are doing. You can improve the effectiveness of the interview by adhering to the following guidelines: develop positive action plans end the interview on a positive and supportive basis select a quite comfortable and appropriate location plan to avoid interruptions allow ample time for the discussion put the person at ease conduct the interview in a positive manner Effective performance appraisal programs place emphasis on planning for future development. The attainment of organisational goals coupled with maximum employee growth is the mark of true management success. You can develop the full potential of subordinates by implementing the following; review the rating by category keep the interview performance oriented IV. EMPHASISE FUTURE DEVELOPMENT 1. Analyse performance and develop appropriate strategies for strengthening areas in need of improvement. 2. Develop a goal-oriented plan, to prepare for greater responsibility. encourage the person to talk listen carefully avoid the defensive 3. Establish follow-up plan to ensure employee growth. respond to objection, problems and disagreements 4. Use positive reinforcement to motivate concentrate on facts be honest be a coach not a judge place emphasis on positive reinforcement V. EMPHASIS THE POSITIVE The positive use of performance appraisal combined with sound management practice will contribute to improve effectiveness of any organisation. 73
