6/6/2010 Competencies, Key Behaviors

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� On the pages that follow you will find questions that address specific
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6/6/2010
Workers Comp Competencies, Key Behaviors
�State HR Labor
Resources � Achievement Orientation � Job Motivation

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Compensation
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Services � Communication Skills (Oral & � Leadership
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�Variable Pay � Creativity

� Decision Making � Planning and Organizing Skills

Benefits
�Benefits
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�Surveys
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You should feel free to create your own competencies, key behaviors and questions
� BPR
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Law / Legal
�Courts and
Court Cases Achievement Oriented
�Litigation and _________________________________________________________________________
Laywers
�Artibration and Identifies and accomplishes challenging objectives or personal goals.
Mediation
�Sexual
Harassment
�Age Key Behaviors Questions to Ask
Discrimination
�Affirmative � Establishes challenging short- � Tell me about the
Action
�Legal and long-term goals. accomplishment you are most
proud of and why.
Resources
�Laws, Statutes,
Regulations � Takes initiative, persists at tasks � What risks were you willing to
�Diversity
�FMLA and pursues completion of take to achieve goals you set for
�Government objectives. yourself?
Links
�Disability � Takes reasonable risks. � Describe your future goals and
Resources
�Drug and � Overcomes obstacles and
the steps you plan on taking to
reach these goals.
Alcohol
�ADA resistance to change.
�Accommodation
�Termination and � � Explain a project you undertook
Websites Engages in healthy competition.
o your own initiative that made a
Dismissal
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6/6/2010 Competencies, Key Behaviors
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major impact on your
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�Industrial and
Labor Relations
�MBA
�Executive MBA
�Industrial /
Organizational
Psych

I/O Psychology
�Industrial / Analytical Ability
Organizational
Psych _________________________________________________________________________

Reviews & analyzes a wide variety of information and recommends a specific

course of action.

Key Behaviors Questions to Ask

� Grasps new concepts, approaches
and systems.
� Examines & interprets a wide
variety of data/information and
makes recommendations or
decisions.
� Tell me about a time you were
asked to evaluate a situation and
recommend a new approach.� �
What factors did you take into
consideration when analyzing the
data?

� Defines parameters of task and � Give me an example of a

desired objectives. potential work problem that you
anticipated and resolved.�� What
� Develops results-oriented are some of the measures you
conclusions. took to prevent the situation from
becoming a problem in the
future?

� Anticipates problems, � How do you stay attuned to new

opportunities and needs of the trends in your area of expertise?
organization and the constituent.

� Organizes ideas and information

in unique ways.

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6/6/2010 Competencies, Key Behaviors

Additional Key Behaviors Additional Questions to Ask

Communication Skill (Oral & Written)

_________________________________________________________________________

Takes the initiative to communicate accurate, up-to-date plans and information to

subordinates, peers, and management.� � Expresses thoughts clearly, both verbally
� Listens and understands the views of others.
and in writing.�

Key Behaviors Questions to Ask

� Writes in a concise and organized
manner.
� Writes results clearly &
grammatically.
� Appears knowledgeable &
confident in communicating
information.
� When communicating with
others, do you generally write
them a memo, call them, or talk to
them in person?
� Tell me about a time when
someone returned one of your
reports or memos because they
didn�� t understand it.�
� What
did you do?

� Shares information with others to � What courses have you taken in

help them perform their jobs & communication, business writing,
seeks information from others. effective speaking, etc.?

� Is sensitive to the communication � Describe a time when your

levels required by different ability to listen helped you
audiences. communicate better.

� Listens actively & speaks clearly � This job requires you to spend a
and directly. large amount of time writing.��
How would your supervisor
� Conducts effective meetings. describe your writing skills?

Additional Key Behaviors Additional Questions to Ask

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6/6/2010 Competencies, Key Behaviors

Creativity
_________________________________________________________________________

Develops new ideas and unique and novel solutions to problems.

Key Behaviors Questions to Ask

� Challenges current procedures to � Give me an example of a unique
develop other alternatives. and novel solution you had for a
recent problem you encountered
in your work.

� Seeks ways to improve all � Tell me about a time when you

aspects of the job. were creative and explored new
ways of thinking.

� Brainstorms to develop � Describe a time when you broke

suggestions and new ideas.
� Develops several approaches or
solutions to a problem.
away from the regimented way of
thinking and developed a
creative solution.

Additional Key Behaviors Additional Questions to Ask

Decision-Making Skills
_________________________________________________________________________

Makes decisions while exhibiting judgment and a realistic understanding of

issues; ability to use reason, even when dealing with emotional topics.

Key Behaviors Questions to Ask

� Identifies purpose and � What technique do you use in
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6/6/2010 Competencies, Key Behaviors
objectives. making decisions?

� Gathers and analyzes data and � Describe, in detail, a situation in

develops rationale for decision.
� As appropriate, involves
subordinates and others in
making decisions.
which you used your training and
experience in making a decision
that required sound judgment.

� Considers alternatives and � What is the most difficult

assesses their impact and business decision you have had
potential problems. to make?

� Implements decision and � Tell me about a time when you

evaluates results. involved others in the decision-
making process.

� � In you prior job, what decision

did you ponder the longest
before making?� � Why was it
difficult?

Additional Key Behaviors Additional Questions to Ask

Diversity Orientation
_________________________________________________________________________

Recognizes and values the benefits in the diversity of people, ideas and
� Encourages differences as a way to enhance group productivity.
cultures.�

Key Behaviors Questions to Ask

� Treats each person in the � How do you value the
department as an individual with differences that employees bring
individual needs and issues. to the job?

� Maintains and enhances the self-
esteem of others.
� Understands and responds to
� needs and priorities.
others�
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� What benefits have you seen in
the changing demographics in
your work environment?
� How have you adapted your
6/18
6/6/2010 � needs and
others� Competencies,
priorities.Key Behaviors How have you adapted your
behavior to the changing
� Values differences among team workforce?
members.

� Promotes equal treatment while � Give me an example of how you

refusing to tolerate workforce manage the members of your
bias or racism. staff differently but equitably.

� Gives equal time to all staff

within department.

Additional Key Behaviors Additional Questions to Ask

Flexibility
_________________________________________________________________________

� Willing to
Recognizes and responds to unanticipated events and requirements.�
do what is necessary to get the desired results.

Key Behaviors Questions to Ask

� Copes successfully with � Describe a time in your current
unexpected events. job when you boss assigned you
a rush project even though you
� Handles several projects had other important priorities at
simultaneously. � How did you feel and
the time.�
what was your response?

� Adapts own behavioral and � Explain a situation where you

communication style to gain adapted your behavior and
cooperation of managers, co- communication style to gain
workers, peers, customers or cooperation on a team project.
suppliers.
� Tell me about a time when you
� Adapts well to, and supports, were able to adapt to a difficult-
change. to-deal-with employee.

� Brings simplicity and order out

of complexity and chaos.
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6/6/2010 Competencies,
of complexity and chaos. Key Behaviors

Additional Key Behaviors Additional Questions to Ask

Initiative
_________________________________________________________________________

Actively seeks opportunities to make a contribution rather than passively

accepting situations.�� Takes action to achieve goals beyond what is necessarily
called for; originates action.

Key Behaviors Questions to Ask

� Actively seeks solutions to � Tell me about a project you
problems before being asked or generated on your own & what
directed. prompted you to initiate it.

� Give me an example of how you

� Questions the way a process is made a change in a work-related
done and suggests changes. procedure or process, why you
made the change & the results.

� Tell me about some new ideas

� Initiates self-development and suggestions you have made
efforts. to your supervisor in your current
� Which were accepted and
job.�
why.

� Seeks additional job � What do you do differently than

responsibilities to assume. other employees in your current
job?

� Looks for new ways to contribute � What have you done to add
to the business. value in your department?

Additional Key Behaviors Additional Questions to Ask

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6/6/2010 Competencies, Key Behaviors

Interpersonal Skills
_________________________________________________________________________

Establishes productive, cooperative relationships with subordinates, peers and

management.� � Understands and responds to others� � needs and priorities.�
�
Resolves conflict in positive ways.

Key Behaviors Questions to Ask

� Resolves conflict in positive
ways.
� Gives and seeks feedback that
will increase the productivity of
relationships.
� Deals with the diverse behavior
of others in groups in order to
increase the group��s
productivity.
� Maintains and enhances the self-
esteem of others.
� Give me an example of a time
when you encountered conflict
� Tell
with another department.�
me how you resolved it.
� Describe a difficult employee
relations issue you were involved
with and how you managed it.
� Tell me about a situation where
you had to demonstrate empathy
or sympathy to someone.

� Explain a time when you were

� Recognizes strengths and sensitive to the diversity of a team
limitations of self and others. or group you were working with
and how you affected the
productivity of that group.

Additional Key Behaviors Additional Questions to Ask

Job Motivation
_________________________________________________________________________

� Has
Maintains a high level of interest and enthusiasm for job responsibilities.�
demonstrated record of being� � a self-starter and self-motivated.
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6/6/2010 Competencies, Key Behaviors

Key Behaviors Questions to Ask

� Takes pride and derives � Give me an example of when
� s job.
satisfaction in one� you felt the greatest sense of
achievement.

� Assumes ownership for getting
the job done.
� Enthusiastic about taking on
challenging projects.
� All jobs have their frustrations &
problems.� � Describe an example
of specific job conditions, tasks or
assignments that have been
dissatisfying to you.�� What did
you do?

� Goal oriented; concerned with � What gave you the greatest

achievement & doing better. feeling of achievement in your
job at _________________?

� Makes plans and follows � What makes a job interesting to

through. you?

� What � turns off�� your

motivation in a job?

Additional Key Behaviors Additional Questions to Ask

Judgment
_________________________________________________________________________

Weighs alternative courses of action and makes decisions that reflect factual
information and are based on rational and logical assumptions that take
organizational resources into consideration.

Key Behaviors Questions to Ask

� Describe a decision you recently
� Makes sound decisions by made and identify the process
considering alternatives. �
that led you to that decision.�
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6/6/2010
Competencies, Key Behaviors that led you to that decision.�
considering alternatives.
� Considers impact in other areas
of the organization.
� Weighs alternatives and selects
practical solutions.
� Reviews decision to see if it
satisfies long-range plans.
Additional Key Behaviors
Leadership
_________________________________________________________________________
Uses appropriate interpersonal styles and methods to guide individuals or groups
toward achieving results.
Key Behaviors
� Develops and communicates a
vision of challenging goals,
growth and progress.
� Motivates others to work
together toward common
objectives.
� Successfully gains cooperation in
situations where the person has
no direct authority.
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�
What were some of the sources
�
you used to reach that decision?�
What were some of the issues you
took into consideration?
� Give me an example of a good
decision you made in the last six
months.� � What were the
� Why was it a good
alternatives?�
decision?
� What was the toughest decision
you had to make in your current
� Tell me about it.
job?�
� Give me an example of a time
when you had to ask your
manager for assistance on a
project or situation.
Additional Questions to Ask
Questions to Ask
� Describe a situation in which you
had to gain cooperation of others
outside of your organization
where you had no direct
� What were the
authority.�
challenges and how did you
overcome them?
� Have you ever developed a
mission statement for your
department?� � How did you go
about it?
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6/6/2010 Competencies, Key Behaviors
� Works effectively in cross-
functional groups.
� Takes on a leadership role in
school, work and/or community.
Additional Key Behaviors
Management Skills
_________________________________________________________________________
Motivates, trains, and develops a diverse workforce and provides an environment
conducive to achievement and growth.
Key Behaviors
� Delegates effectively and
acknowledges accomplishments.
� Responds positively to
innovative ideas and suggestions
from subordinates.
� Resolves personnel problems
quickly and effectively.
� Communicates plans and
information to staff in a timely &
thorough manner.
� Promotes teamwork and
cooperation within the
department.
� Meets budget responsibilities.
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� Describe the role you usually
take in a task team situation.
Additional Questions to Ask
Questions to Ask
� How would your staff describe
you as a manager?� � What would
�
they say are your strengths?�
Opportunities for improvement?
� How would you describe
yourself as a manager?
� Describe a personnel problem
� How did you
you had recently.�
handle it and what was the
outcome?
� How do you communicate
organizational changes and other
relevant information to your
staff?
� What methods do you use to
accomplish the projects that add
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6/6/2010 Competencies, Key Behaviors accomplish the projects that add
Meets budget responsibilities.
value to your department?
� Provides constructive, ongoing
feedback. � Give me an example of a
performance issue in your
� Balances concerns for results, department and how you
deadlines, tasks, and people. managed it.

Additional Key Behaviors Additional Questions to Ask

Persuasiveness
_________________________________________________________________________

Utilizes appropriate interpersonal styles and methods to gain agreement or

acceptance of an idea, plan, activity or product.

Key Behaviors Questions to Ask

� Gains approval of a plan or idea � When convincing others of your
by focusing on the benefits of the ideas, what skills or personal
proposal to the audience. abilities do you use?

� Persuades people from various � Describe a situation where your

levels, positions or backgrounds
by using a variety of
interpersonal techniques and
approaches.
� Improvises, thinks quickly on
his/her feet.
enthusiasm persuaded a person(s)
to your point of view.
� Tell me about one of your
toughest � sales�
� experiences
and the steps you took to gain
acceptance.

� Sells ideas despite resistance. � Give me an example of a

situation when you were
unsuccessful in selling your idea
to the � customer�� and changed
your approach to gain support.

Additional Key Behaviors Additional Questions to Ask

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6/6/2010 Competencies, Key Behaviors

Planning and Organizing Skills

_________________________________________________________________________

Establishes a course of action for self or others to accomplish a specific goal.

Key Behaviors Questions to Ask

� Develops plans to achieve � How do you ensure you meet
objectives. your objectives?

� Identifies resources needed to � Give me an example of a project

accomplish objectives.
� Resolves conflicting priorities
and accomplishes work on time.
� Utilizes a � to do�
� list, calendar,
or some type of planning tool.
� Maintains a balance and
awareness of status of all projects.
� Anticipates obstacles and ways to
overcome them.
� Develops short-and long-range
plans.
you were given and how you
accomplished it.
� How do you prioritize your
daily, weekly, etc.
responsibilities?
� Give me an example of when
you had conflicting priorities and
how you completed them on
time.
� Tell me about a time when you
used your organizing and
scheduling skills to create a
productive work environment.

� What kinds of project planning

and administration to you enjoy
in your current job?

Additional Key Behaviors Additional Questions to Ask

Presentation Skills
_________________________________________________________________________

Expresses oneself in a clear, concise manner during individual or group situations.

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6/6/2010 Competencies, Key Behaviors

Key Behaviors Questions to Ask

� Presents in a confident and
enthusiastic manner when
addressing people in a large or
small group.
� Describe your presentation style.
� What steps do you take before
making a presentation?�� How
do you prepare?

� Demonstrates a sound � What has been one of your most

knowledge of the subject matter. � Why?
successful presentations?�

� Delivers information in a clear, � To

� How often do you present?�
concise, and logical manner. whom?

� Gains acknowledgment of � Describe a presentation where

audience and is able to you had to persuade an audience
understand the communication on an idea, service or change.
level required.
� Tell me about a time when you
� Effectively uses various audio- had to present information
visual media to enhance outside of the scope of your
presentations. responsibilities.

� Tell me about a time when a

presentation did not go well and
what you did to � rescue�� it.

Additional Key Behaviors Additional Questions to Ask

Problem Solving Skills

_________________________________________________________________________

Identifies and defines problems through the gathering of relevant information

leading to the development of alternative solutions.

Key Behaviors Questions to Ask

� Identifies the existence and cause � Do you use any particular
of a problem �
problem-solving techniques?�
Please explain.

� Brainstorms potential solutions. � Describe a problem you solved

where you used your
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6/6/2010 Competencies, Key Behaviors
� Identifies conditions that
solutions must meet.
� Evaluates alternative courses of
action.
� Identifies key people involved in
evaluating solutions to the
problem.
� Implements solutions and
evaluates results.
Additional Key Behaviors
Team Building/Team Work
_________________________________________________________________________
Promotes cooperation within the department and in interactions with other
� Values differences among team members and can manage work
departments.�
groups with diverse influences.
Key Behaviors
� Promotes open participation and
communication within
department and throughout the
organization.
� Shares pertinent information
with all members of the team.
� Adapts to other people��s
behavior style in order to achieve
the desired goals of the team.
� Provides opportunities for
subordinates to participate in
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where you used your
investigative skills to get to the
heart of the problem.
� Give me an example of a
problem you dealt with that
� Explain why,
frustrated you.�
and what you did about it.
� How much autonomy do you
have in the problem-solving
� When does your
process?�
manager get involved?
� Describe a problem you
identified and explain how you
obtained agreement & support
from key individuals as you
developed solutions.
Additional Questions to Ask
Questions to Ask
� What sets you work group or
department apart from others in
your organization?
� Tell me about a task force or
project team that you were a
member of and the role you
played in that group.
� Give me an example of a difficult
situation with another
department that you need to
work with regularly and how you
resolved it.
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6/6/2010 Competencies, Key Behaviors resolved it.
project teams, task forces, etc., for
development purposes.

� Promotes a team spirit within

and outside department; partners
with other groups.

Additional Key Behaviors Additional Questions to Ask

Time Management
_________________________________________________________________________

Manages a variety of responsibilities in a timely, efficient manner.

Key Behaviors Questions to Ask

� Effectively prepares and uses a � What methods or techniques do
daily � to do�� list. you use to help manage your
time

� Allocates time to planning, � Describe how you manage to

thinking and mapping out tasks. maintain balance between
accomplishing projects and
� Assigns priorities to tasks. attending meetings.

� Controls time spent in attending � How do you handle

meetings. interruptions to ensure that you
complete your projects on time?
� Controls interruptions.
� Describe a time when you had
several projects to complete and
how you prioritized your
workload.

� In your present position what

limits your ability to manage your
time?�� How do you work with
these limitations?

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6/6/2010 Competencies, Key Behaviors

Additional Key Behaviors Additional Questions to Ask

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