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Human Resources (Organisational and Staff Development Services) Career Planning and Mobility Workshop 2: Develop a Winning Job Application

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Page 1: Human Resources : Human Resources : The University of Western …€¦  · Web viewHuman Resources (Organisational and Staff Development Services) Career Planning and Mobility. Author:

Human Resources (Organisational and Staff Development Services)

Career Planning and MobilityWorkshop 2: Develop a Winning Job Application

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How to use this workbook

The purpose of this workbook is to provide information and resources to assist staff looking to develop the tools to market themselves in preparation for the next career step they choose to make. We will be:

Creating cover letters Developing Resumes – Generic and Tailored Addressing selection criteria

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Table of ContentsResearching your ‘fit’ to a role..................................................................................................5

Analysis of a ‘best fit’............................................................................................................5

General Manager – IT position.............................................................................................6

Exercise 1: Your Fit..............................................................................................................8

More information needed?...................................................................................................9

Cover letters...........................................................................................................................10

What should go into a cover letter?....................................................................................10

What is a cover letter?.......................................................................................................10

Tips for writing effective cover letters:................................................................................10

Cover Letter: Template..........................................................................................................13

Example cover letter paragraphs...........................................................................................14

Your Resume.........................................................................................................................15

Creating a generic resume.................................................................................................15

Creating a tailored resume.................................................................................................15

Layout and presentation........................................................................................................16

Exercise 2: Start your Resume..............................................................................................16

Selection Criteria....................................................................................................................20

Essential Criteria.............................................................................................................20

Desirable Criteria............................................................................................................20

S.T.A.R Technique................................................................................................................21

Creating your statement.....................................................................................................22

Examples of Specific Selection Criteria.................................................................................23

Example 1: Written & Oral Communication....................................................................23

Example 2: Sound Project Management & Teamwork...................................................24

Example 3: Use and Application of Information Technology..........................................25

Example 4: Customer Service and Presentation............................................................26

Exercise 3: Writing your Response to the Selection Criteria.................................................27

Appendix A: Word power.......................................................................................................27

Appendix B: Competency examples with Performance Statements......................................29

Appendix C: Word List to Help with Selection Criteria...........................................................50

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Know what you have to offer an employer.

Workbook/Workshop 1 – Know Yourself covers identifying what you have to offer an employer in detail.

The appendices provide Competency examples and performance examples which will help when you are asked to identify and summarize your key competencies for your Resume.

These competencies are sourced:

(Ref: http://hr.wa.gov/SiteCollectionDocuments/Strategic HR/Workforce Planning/CompetencyExamples.doc and provide a great list of various competencies and examples of achievements related to these)

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Researching your ‘fit’ to a role There are two things you need to do before you start applying for positions.

Understand exactly what an employer is looking for and whether it will be a good ‘fit’ for you. It is important to:

1. Ensure you only apply for jobs that genuinely appear to be a good fit.

2. Utilise your generic resume to tailor a specific resume for the job.

3. Understand the key competencies and attitudes required

Employers tend to think about your ‘fit’ across four different areas:-

Knowledge: the experience and qualifications you possess

Skill: the skills you can demonstrate

Abilities: your ability to carry out a range of tasks within your skill set and grow in the role

Attitudes: Your personality and the degree to which you are enthusiastic, flexible and positive in your approach

Analysis of a ‘best fit’

From the advertisement below, we have identified the most important attributes sought after by the employer. We have then transferred these attributes across to the table on the following page. By summarising the requirements, we can then transfer the skill set requirements into our resume, selection criteria and cover letter.

Following on from this example is an opportunity for you to go through an advertisement of your choice and do the same.

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General Manager – IT position

General Manager – Technology

The role:

Principally the role will focus on developing a strategic IT plan that supports business objectives and future system requirements. There is a need to review and evaluate existing hardware/software and to manage a small support team.

The person:

You are a business manager first and foremost who understands the retail industry. You have a thorough understanding of information technology, including current and future directions across the Internet/Intranet and Extranet. You possess strong people management skills and appreciate the importance of getting the best out of staff. You have exceptional presentation skills and can tailor content to suit a broad audience. Excellent written presentation skills are required to communicate organisational needs and persuade senior management to implement system changes. This is an excellent opportunity for a successful individual to join a rapidly developing organisation and to make an impact on its future direction. Please send your resume to …..

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From this Job advertisement we are able determine that the company’s best fit for this role would have:

Job requirementsKnowledge Knowledge of the retail industry

Business management IT (Internet, Intranet, Extranet) Change management techniques

Skills Leadership – implementing change Strategic business planning Decision-making People management- managing a small support team Performance management – keeping the team’s

performance at an appropriate level Presentation skills – oral and written Business management – managing a departmental budget

Abilities Influencing others, especially at senior management level Decisive Innovate and adapt Inspire others Forward thinking

Attitude Adaptable and innovative Open to trying new things Positive and enthusiastic Confident

By extracting the key elements of the requirements of the role it now gives us the language to be able to write powerful and targeted applications. In the next section, Cover Letters, we have provided you with an example of a cover letter that addresses the above advertisement’s requirements.

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Exercise 1: Your Fit

Worksheet – Job Profile

Find a job advertisement that is of interest to you and complete the exercise below based on the activity above.

Job requirements Me?Knowledge

Skills

Abilities

Attitude

Degree of fit Outline your degree of fit. Would you apply for this role?

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More information needed?

Sometimes the advertisement does not provide all the information you require to make a definitive decision. Sometimes you may need to do more research and determine further detail as outlined below.

Research the organisation and the position ‘fit’

What’s happening in the company and their industry? Why is the role important to the organization? What other knowledge or training might you need, given the job’s purpose? What would a star performer in this role look like?

You can research the organisation by:

The organisation’s website, LinkedIn profile Conducting an Information Interview Asking someone you know who works in the organisation The media Someone already doing the job or something similar elsewhere Annual reports/company brochures Industry trade magazines or journals e.g. Australia’s Top 500 companies Industry trend analysis Industry directories

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Cover lettersWhat should go into a cover letter?

The cover letter is a soft sales document sent with your resume and often provides the first opportunity to present yourself to a potential employer to entice them to read further. A cover letter should accompany each application and is a targeted, precise, interesting communication tool that provides an opportunity for you to highlight skills and experience, and express an interest in the position. The aim of a cover letter is to encourage the employer to look closely at the accompanying resume and other paperwork, and to invite you to an interview.

Sometimes employers request that the applicant address the selection criteria within the cover letter. While possible it is more difficult to achieve effectively. Where possible you should address Selection Criteria in a separate statement.

What is a cover letter?

Introduces you to the employer Highlights key information from your resume Tells the employer why they should consider employing you Tells the employer why you are interested in them Invites the employer to read further to find out more Convinces the employer that you are worth interviewing

Tips for writing effective cover letters:

Be no longer than one page Aim for 3-4 paragraphs Make sure you address any key requirements in the advertisement Get feedback from an independent person Personalise your letter – this ensures you have a follow up contact Be targeted for each application Aim at getting attention quickly Be error free Be courteous Have a positive, enthusiastic tone Make use of short paragraphs and clear language Refer to the organisation and include why you want to work for them Tell the employer how you will meet their needs Be balanced between self-confidence and modesty Be drafted and redrafted until it is right Be presented on good quality paper Be typed, not hand written Be sent, unfolded, with your resume (use an A4 envelop) Brief but succinct and highlight the core skills needed Make clear reference to the position’s expectations

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Your NameYour AddressSuburbState and postcode

Date

Their NameCompany’s NameCompany’s AddressSuburbState and postcode

Dear Sir/MadamRe: General Manager – Technology

I would like to take this opportunity to express my interest in the above position advertised on Seek.com on March 3rd 2015.

I have been in the retail industry since my teenage years and have worked my way into Management roles by showing leaderships skills and readily making decisions when required, leading to positive changes in the way we service our clients. I have managed small teams of up to 15 plus staff and also conducted the performance reviews of these staff, ensuring they receive adequate training as and when required. I am able to inspire, motivate and influence others to achieve positive outcomes for our clients and our organisation as a whole.

I have over ten years’ experience in both reviewing and evaluating hardware and software across internet, intranet and extranet systems. This experience has been gained through various positions including Management of the Internal Systems Auditing Team at XCom, where we assisted clients troubleshoot their internal IT needs, and as the Senior Manager at YRW where I lead a team of 12 in the development of a streamlined approach to their retail ordering systems.

I have the skill set needed to fulfil this position’s requirements as I have a business management background, leadership background and solid knowledge of the retail industry. I am adaptable, keen to try new innovations and confident in my leadership abilities and ability to drive change at a higher level.

I have attached my resume for your perusal and sincerely look forward to speaking with you soon. I am to be contactable on M: 0000 000 000

Kind regards

Bob Builder

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Further Information:

Focus on the job at hand. It’s fine to tell a prospective employer how great you are but people are only interested in how your skills relate specifically to the position they need to fill. In other words, do you have the particular skills and abilities that they need? Make it relevant. Find out exactly what the job will involve and tailor your letter accordingly.

Less is more. There is no need to write more than one single page. Successful people are busy and getting straight to the point is appreciated.

Get the little things right. Make sure that the names are spelled correctly – in fact; make sure ALL words are spelt right. Check the grammar and punctuation. Make sure that the date is correct, your contact information is correct as well as their contact information.

Show that you value what you’ve learned from your education and other work and life experiences and that you recognise the transferable skills gained that you will be able to apply to this workplace. Focus on what the employer is looking for – they won’t spend much time trying to find ways in which you can meet their requirements so make it easy for them.

The letter is a link between your resume and the job or organisation. It is used to emphasise, to highlight or to build on information in your resume, and to convince the organisation you have skills and experience necessary to be the best applicant for the position.

You should consider contacting the company to find out any additional information such as the name of the person to whom you need to address the letter and whether they can provide you with any additional information about the company. Only contact them IF the questions you are asking have not been addressed in the application or on their website.

Show clear understanding of the structure of the company, where the position fits into the company and the company’s products and market as well as their missions and values

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Cover Letter: Template

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Your NameYour AddressSuburbState and postcode

Date

Their NameCompany’s NameCompany’s AddressSuburbState and postcode

Dear Sir/MadamRe: Clearly define what the letter is about – position name and number

Kind regards(insert signature)

Your name

PARAGRAPH ONE: Introduction State the position you are applying for, where and when it was advertised and provide a summary (short) of your career objectives.

PARAGRAPH TWO: Why you – what you have to offer.Outline your qualifications, training, experience and learned skills that would be relevant to the position.

PARAGRAPH THREE: Who you are – Values / strengths / PersonalityOutline what your personality traits are and the strengths and type of commitment you would bring to the organisation. i.e. self-motivated, hard working, creative, good communicator….

PARAGRAPH FOUR: What next?Let them know you are available to be contacted for interview at their convenience. Resume and Selection Criteria is attached in support of your application.

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Example cover letter paragraphs

PARAGRAPH ONE:

I am writing in response to the advertisement for an Officer Manager advertised on Seek on the 30 May 2015.

PARAGRAPH TWO:

The key elements of my expertise and achievements are summarised below and demonstrate my capacity to undertake staff and resource management, financial control and general administration of the office. I have 10 years’ experience in a slightly smaller practice and would relish the opportunity to operate in a busy, larger medical practice. .

PARAGRAPH THREE:

You will see from my resume that I have participated in a range of medical administration conferences and have an excellent understanding of the legislation and industry best practice. My experience have enabled me to further develop my skills in time management, working under pressure, professional communication and presentation, and creative problem solving, as well as the range of technical skills required in advertising and public relations. I am hard working and have maintained part-time employment while studying to become a nurse practitioner and have a very positive work ethic. I am a self-motivated and enthusiastic person with a strong passion to develop my career and am eager to implement the professional skills I have developed. I am committed to ongoing learning.

CLOSING PARAGRAPH:

Example One

Thank you for considering my application. Please find enclosed a copy of my resume which provides more details of how my skills and experiences meet the requirements of your position. I would appreciate the opportunity to meet with you to further discuss my suitability for this position. I can be contacted on my mobile 0413 721 201 or via email at [email protected]

Example Two

I am confident my experience, academic qualifications and interests will fulfil the requirements of the position outlined. The opportunity to discuss my application with you would be greatly appreciated. I can be contacted on…or by message on…during work hours.

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Your ResumeCreating a generic resume – Some guiding principles and resources

A generic resume is one that contains all of your professional experiences and attributes. It is yours to refer to whenever you have to create a tailored resume. It is not designed to forward onto prospective employers but instead is a document for you to refer to and extract relevant pieces of information from. Having a generic resume provides you with a template you can build upon. Save your generic resume as one you can refer back to. You build onto your generic resume and use it to create new, tailored resumes.

Your generic resume will contain all of the skills, abilities, employment history and qualifications you have accumulated throughout the years. Never send your generic resume; it is only a place to store career information.

Creating a tailored resume – Some guiding principles and resources

To create the “Skills and Abilities” section in your tailored resume, and prove that you are the best ‘fit’ for the specific position you are applying for, you need to:

Analyse the job advertisement as above Ensure that the specifications of the job are matched with your skill set Review your generic resume and identify skills and abilities that you can transfer

to your tailored resume and that are relevant to the role Always tailor your resume to ensure it reflects the job advertisement

requirements Design an achievement and outcomes focused resume that highlights your

relevant to the job competencies Choose the resume style that best suits the position:

o Chronological o Functional – emphasises skills and achievementso Combination of chronological and functional. Retains much of the fixed

order of the chronological but with more emphasis on skills and achievements. If you use this style emphasise skills, knowledge, abilities.

Keep to the 4-S rule – Keep it Simple, Structured, Succinct and Significant Always focus on your achievements

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Layout and presentationThere are a plethora of resume templates available online. Regardless of which one you choose, you need to ensure you adhere to the following guidelines below. Never increase the margins and make sure you have plenty of white space. It is

very difficult to read anything if the margins are extended and there is not enough spacing between the individual lines

Ensure you use the same font throughout – Arial, Times new Roman, Tahoma or Palatino are preferred

It is perfectly acceptable to use bullet points. Using bullet points is good for brevity as long as you ensure the meaning is not lost

If submitting in hard copy, do not use both sides of the paper Do not fold – place in an A4 envelope Do not use vibrant colours at all. Stick to white, black and grey (if desired) Do not put clip-art, cartoons or other illustrations on your resume In Australia it is not common practice to include a photograph Use high quality white paper Use positive adjectives to better convey your abilities. A list of positive adjectives

is supplied as thought starters at Appendix B Recruiters and employers receive a lot of applications. You want to ensure that

yours is to the point and highlights what they want to see i.e.: relevance to the position. Avoid ‘waffle’ and try not to go over three pages in length. Less is more when it comes to resume writing

See http://hr.wa.gov/SiteCollectionDocuments/Strategic HR/Workforce Planning/CompetencyExamples.doc for a great list of various competencies and examples of achievements. Appendix A: Competency Examples with Performance Statements

Exercise 2: Start your Resume

The template below is a guide to how you can structure your resume. Under each heading you will see there are hints and tips on information you can include.

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Resume Template (pg 1)

Your Resume is a reflection of you and is the most powerful marketing tool you have. YOU are the product!!

RESUME

Alternative headings: CURRICULUM VITAE/PERSONAL PROFILE/CV

NameAddressPhone contactsEmail address and LinkedIn Address!Optional IF applicable: Own reliable car and driver’s license/ Hobbies/ Police clearance/ Languages (or this can be included in Skills and Abilities)

CAREER PROFILE

Alternative headings: CAREER SUMMARY/PROFESSIONAL PROFILE/CAREER OBJECTIVE.

Provide a clear and concise profile Summary of your experience and/or key strengths that relate to the job. Remember this is about what you offer and matching what the employer wants This must change every time you send your resume. It must relate specifically to the

position you are applying for. It only needs to be a few sentences.

SKILLS AND ABILITIES

Alternative headings: CAPABILITIES AND SKILLS/KEY SKILLS/ CORE COMPENTENCIES/ COMPETENCIES/ RELEVANT SKILLS/ SKILL SUMMARY/

Consult the position description and the advertisement to ensure that the skills and abilities listed in this section meet the needs of the position and organisation as a whole.

These must be easy for the employer to read and be listed on the first page of your resume. The Appendix will assist you in identifying statements that can be ustilised in this section.

Make sure the skills you choose are aligned with the skills required in the job description and from your research of the organisation

Highlight relevant skills & abilities (6-10) – not too long! List a combination of skills: Specific, generic/transferable skills and IT skills Each skill must be credible, demonstrable and specific Try to expand your competencies by adding more detail as to how you have used them

or where they were developed

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Resume Template (pg 2)WORK HISTORY

Alternative headings: PROFESSIONAL EXPERIENCE/ CAREER EXPERIENCE/ CAREER HISTORY/ EMPLOYMENT/ CAREER OVERVIEW/ EMPLOYMENT HISTORY/ RELEVANT EXPERIENCE

Always start with your most recent employment first. DATECOMPANY TITLE

Provide 2-3 lines on what the position involved that will help the reader understand what the role entails/what you actually did.

If you have had an significant achievements in the role, include them as well.

EDUCATION

Alternative headings: ACADEMIC ACHIEVEMENTS/ ACADEMIC HISTORY/ EDUCATION AND TRAINING/ QUALIFICATIONS/ PROFESSIONAL DEVELOPMENT

Always start with your most recent education first. DATEINSTITUTION COURSE STUDIED

VOLUNTARY WORK

Alternative headings: COMMUNITY INVOLVEMENT/COMMUNITY WORK

Volunteer work shows commitment to the community and a willingness to give back without expectations. It also provides the employer with insight into your values.

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Resume Template (pg 3)PROFESSIONAL MEMBERSHIP

Alternative headings: PROFESSIONAL ASSOCIATIONS/ RELEVANT MEMBERSHIP

This section isn’t entirely necessary, however if you do have professional membership with an association or organisation, especially if it is directly related to the industry you are hoping to gain employment in, then definitely include this.

REFERENCES

It is preferable that you have a minimum of two professional references (that is, people who have worked with you in a professional context, such as a Manager, Supervisor or work colleague). Always check with the person first before including their name and advise them each time you apply for a position. Also provide them with the details of the position and why you have applied so they have an opportunity to consider their input.

NAME

TITLE/COMPANY

CONTACT DETAILS (Make sure you have provided Phone and email contacts)

Notes:

If information that is under one heading spills on to the next page, either shorten the amount of information in that section or, on the next page, make sure you write the heading again and put ‘Cont…’ to show that the information is a continuation from the previous page.

Some helpful websites are:-

http://www.dayjob.com/downloads/cv_examples http://www.jobsearch.about.com/od/cvadvice/qt/cvacademia.html http://www.resume-now.com/builder/load.aspx http://www.jobaccess.gov.auhttp://www.career-advice.careerone.com.au

Extensive library of free cover letter templates covering a variety of jobs and situations encountered in the job find process: http://www.careerlab.com/letters/

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Selection CriteriaThe selection criteria are the skills, qualifications and experience that the employer considers are needed to successfully do the work of the advertised position. Selection Criteria are usually included in the position description and in part in the advertisement. Not every job has a position description or selection criteria, if it does it will be stated in the advertisement.

The selection criteria are your chance to prove that you can meet all these requirements better than any other applicant.

There are two categories of selection criteria - ESSENTIAL and DESIRABLE.

Essential Criteria

You MUST be able to address all of the requirements listed under the Essential heading. If you can’t, there is little point in applying for the job….there will be other jobs more suited to your skills.

Desirable Criteria

Desirable Criteria are those that would greatly assist the person in doing the job. Employers would like you to have these, but they are not essential. They are still important to the job and therefore you should attempt to address them as best you can. Applicants who can meet both essential and desirable criteria will be more competitive.

Writing Your Selection Criteria

Before attempting to address the selection criteria you need to prepare well.

Read through the ENTIRE application package carefully. Analyse what the company wants in the role. Research the company and the industry. Are there page limits for your resume and selection criteria? These will be

outlined in the application package. Respond in the order listed in the selection criteria sheet and use the exact words

they have when you are writing the heading. Use your best example in your written response and different examples at the

interview. Try to make your examples as closely related to the position as possible. Never use the same example twice. Be specific. Focus on what YOU did, not others people in your team.

The current approach to staff selection at interview is to use “behavioural” questioning. This means that the panel will look at past behaviour as an indication of your future behaviour. For example, if you can demonstrate good “planning” skills in your current or past positions, the assumption is that you will probably do the same in your future position.

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To be able to address behavioural based questions effectively, follow the STAR technique.

S.T.A.R TechniqueThe STAR technique is a way to help you structure your responses to the individual Selection Criteria. When you address each criteria make sure you only include one example per criteria and always start with a positive statement.

S – Situation: Set the scene. Where were you and what were you doing? Try to do this in approximately three lines

T – Task: State what the task was and you were trying to achieve. In other words what was your desired outcome?

A – Action: What did you specifically do? What skills did you use? How did you handle the situation? Was it complex? This should make up the main body of your response.

R – Result: What was the result of your actions? Try to make this as positive as possible. Even if the Outcome was not the desired one, what did you learn or how would you handle it differently next time.

Remember that the most important part of this is how you acted to get the result. The result of your action must be positive, short and concise. Where possible, indicate how successful you were at achieving your tasks. You could do this by referring to outcomes, measurements, feedback you've received from others, suggestions you have made that have been adopted, and/or changes you have implemented that are still being used. Try and make it as tangible as possible.

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Examples:

'As a result, the report I wrote about .... that was well received by the .... Committee, and circulated as a discussion paper.'

'As a result, the accounting spreadsheet system I introduced two years ago is working effectively and it easier for staff to use.'

Your examples must be able to be supported by your referees. A simple everyday task does not demonstrate skills. Try to think of an example that challenged you and where you used your very best skills to bring about a positive result. At every level try to find the highest possible situation to describe. Try to establish that the situation was challenging, i.e.: you were carrying out a complex task, dealing with a difficult person, working in a politically sensitive environment or bringing about a major change.

Creating your statement

Create a document that is separate from your resume and cover letter Title this document ‘Statements addressing the selection criteria’ Use each of the selection criteria as headings Address each criteria carefully providing behavioral examples to support your

claims Ensure you have addressed all aspects of each selection criteria Draw upon different evidence in support of different criteria. Do not repeat the

same achievements over and over for each criteria Use positive language Check for word and page limit. If it isn’t stated in the advertisement, call the

organisation and ask Make sure every claim you make in addressing these statements is consistent

with claims made in your resume and covering letter AND that you can verify these

Be specific. Focus on what YOU did, not others.

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Examples of Specific Selection Criteria The following section provides you with some example responses to specific criteria. In the examples, you will notice that we have highlighted particular words and/or phrases. This is to demonstrate the importance of making the links between your responses and the criteria. While you wouldn't highlight these in your response, it is important to clearly make the links back to the criteria to ensure that you are answering the questions.

Example 1: Written & Oral Communication

SC1. High level of interpersonal skills, with a strong focus on oral and written communication

I have strong interpersonal skills, demonstrated through both oral and written communication. These skills have been forged throughout my employment history as well as through professional development opportunities I have embraced. An example that demonstrates my interpersonal skills is in the research component of my study. I was tasked with presenting an oral overview of a written research proposal with the purpose of persuading my academic peers and examiners to approve my research project. The outcome of my written and oral presentation was approved without challenge and I also received valuable feedback that I could incorporate into any future research and presentations. 

Firstly, I prepared a logically sound and concise written proposal document for an examiner to scrutinise. My interpersonal skills assisted me in the production of this document, allowing me to discuss ideas for my project with a diverse group of my peers and academics to receive feedback. The purpose of this complex document mandated that it be readable by any examiner with or without a detailed knowledge of the subject matter. To achieve this, technical terms were made plain with clear language, and concepts were developed logically with the assistance of diagrams. This written document achieved a high distinction grading.

Secondly, in preparation for the oral presentation of my proposal, I attended a night course in public speaking to sharpen my skills. This course allowed me to present my research proposal with clarity and confidence to a group. Importantly, it also heightened my ability to discuss my somewhat complex research topic to laypeople.

The outcome of this written and oral presentation of my research proposal was that my research was approved without challenge but with valuable feedback that I could incorporate. I learnt that strong interpersonal skills contributed to the effectiveness of communicating my research. I am confident that my interpersonal skills will contribute to my individual and team tasks, as I am an attentive listener and clear

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communicator. I believe that these interpersonal skills will be a valuable contribution to the specific tasks of this position.

***Note the distinct division of the SITUATION, the specific TASK, and then clear ACTIONS in this response, demonstrating the use of the skills asked for. When addressing your job application, you will need to clearly link your skills to the specifics of the tasks outlined in the job advertisement to make it an even stronger response.

Example 2: Sound Project Management & Teamwork

SC2 Sound project management skills and a capacity to contribute positively to a team environment.

My career, particularly at ‘Company Y’, has been based upon my ability to work both as a member and/or leader of teams to facilitate the completion of project based work. Critical to this were the skills I developed in communicating the project requirements to various team members and mapping out a strategy that ensured timely completion of the job whilst allowing the flexibility to adapt as the conditions or requirements evolved.

A specific example of my project management abilities can be seen through the coordination of a task that my team was regularly required to carry out; the maintenance or replacement of power poles. As team leader, I was responsible for a variety of tasks including examining the job plans (designed by the planning department) for anomalies, and then physically visited the jobsite to ascertain the site specific requirements. On completion of this task I then ordered external suppliers, such as traffic controllers; ensured project requirements were communicated effectively to affected customers; organised and confirmed receipt of appropriate materials; and evaluated and sourced labour and plant requirements to specification. I also ensured the running of the job to adhere to completion parameters. Given the scope of my role, I was therefore exposed to a variety of internal and external stakeholders and developed considerable communication and negotiation skills that were required to efficiently complete the job. These jobs varied in size and scope from small jobs in residential backstreets to major upgrades on arterial roads.

One of the key factors in my work at ‘Company Y’ was the need for teamwork. My role required me to ensure that we operated well as a team. Our team worked in a relatively dangerous environment and mistakes could literally prove fatal. Critical to the effectiveness of this teamwork were excellent communication skills between the members of the team and also with support staff. I regularly asked open ended questions to ensure that these lines of communication were clear and strong amongst team members and external stakeholders. I further developed these skills through exposure to a wide variety of people from very diverse backgrounds.

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All of the skills I have acquired whilst carrying out these activities, particularly the communications aspects, are readily transferable across jobs and can be applied directly to the communication industry. I believe that my practical application of organisational and time management skills would also be quickly adapted to the requirements of this role.

Example 3: Use and Application of Information Technology

SC3. Skills in the use and application of information technology.

I have well developed skills in the use and application of information technology software and hardware. In my current research studies I have gained skills in the use and application of software such as Microsoft Windows for file management and Microsoft Office for the creation, management and communication of financial and documentary (textual) information. I have also applied non-Microsoft software to my studies, including database and internet searching applications, statistical analysis packages, and other specialist programs for textual analysis. In addition, I have gained skills in using information technology hardware to ‘back up’ important records, access research resources, and communicate remotely.

Furthermore, the skills I have developed in using Microsoft Excel have enabled me to undertake the task of extracting and analysing the financial data of 116 company annual reports from a database. Using Excel, I created organised files of financial information and then used editing and formula creation functions to reduce my data to a meaningful financial ratio for each firm. From this point, I used the statistical functions of Excel to produce a percentile analysis of firms within industries, which formed an input to further analysis. This financial analysis was supported by Macro programs I created in Excel and in Microsoft Word to extract text files. Textual analysis software applied to the letters to shareholders from the same companies yielded results which, together with the financial analysis results, formed inputs to statistical analysis programs.

Bringing these components together, my skills in using Microsoft Word have allowed me to collate the writing of my thesis to communicate this complex process and my research findings. My skills with information technology hardware are evidenced by my system of backup devices that hold my important information, such as using portable storage devices and either OneDrive or iCloud systems. Not only have I learned the skills needed to operate the hardware and software I have used, I have also learned the skills needed for my research and writing tasks to quickly understand and evaluate technology so it may be applied effectively. I am confident that my information technology skills would allow me to tackle research tasks efficiently and effectively and with a minimum of training.

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Example 4: Customer Service and Presentation

SC4. Possess excellent and professional customer service manner and presentation.

During the last two and a half years, I have held positions at two retail stores with primary responsibilities that demanded the provision of excellent customer service and immaculate presentation.  Both positions have allowed me to develop high levels of communication skills through conversing on a daily basis with a broad cross-section of the community and senior staff.

Whilst in these positions, I have demonstrated excellence in customer service by: Being responsive to customers. Providing accurate and timely information and advice at a level to match

customer understanding. Remembering the names and personal details of regular customers. Keeping staff informed of any particularly difficult situations which needed

sensitive handling. Ensuring that records were updated when new information was received. Listening carefully to distressed customers and ensuring that they received more

than just ‘the standard answer’. Explaining directions relating to correct and safe product use.

The quality of my customer service was recognised by the consistent positive feedback customers provided in supportive correspondence received, and in the tendency for regular customers to seek my assistance when they called.

Through my induction at one store, I have been thoroughly trained in the finer aspects of customer service, code of conduct issues, and ensuring professionalism at work.  Since I work on the floor and am continually dealing with customers, I am continually practising customer service and am conscious of the impression I am portraying to the customers.  I believe I have an agreeable nature and try to always keep my appearance neat and professional, especially when working in such a role.

Adapted from http://www.lms.uwa.edu.au/course/view.php?id=9458

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Exercise 3: Writing your Response to the Selection Criteria

Use a selection criteria on the position description or advertisement you have brought with you, work through the STAR approach to address that criteria.

Selection Criterion Write in the name of the selection criteria

_________________________________________________________________________

Statement - Start with an overarching positive claim.

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Task - Set the scene. Where were you and what were you trying to do?

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Action - This is the important part. Give details of how you acted

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

_________________________________________________________________________

Result - Keep it short and focused – punchy!. It must be a successful result

_________________________________________________________________________

_________________________________________________________________________

If you do this for every selection criteria for every job application you will slowly

accumulate a library of behavioural examples that you can draw on when

applying for jobs.

Do not forget also Selection criteria written in the STAR form are excellent interview answers!

More in Workshop 3 – Interview Skills.

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Appendix A: Word powerBelow is a list of positive adjectives that can be used to describe the way you approach your work when referencing your achievements, skills and abilities.

(Ref. Bright & Earl, 2004)

Overcame Achieved Enlarged Developed Discovered

Controlled Managed Delivered Reorganised Won

Applied Defeated Eliminated Engineered Overhauled

Presented Founded Instigated Created Directed

Attracted Led Initiated Established Enjoyed

Contributed Modified Specialised Expanded Repaired

Improved Analysed Coordinated Trained Organised

Guided Conducted Implemented Built Designed

Persuaded Helped Proved Utilised Simplified

Investigated Completed Compiled Demonstrated Accomplished

Transformed Introduced Finalised Headed Constructed

Supervised Illustrated Outlined Selected Monitored

Quickly Successfully Rapidly Carefully Decisively

Competently Resourcefully Capably Efficiently Consistently

Effectively Positively Cooperatively Selectively Creatively

Assertively Energetically Enthusiastically Responsibly Flexibly

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Appendix B: Competency examples with Performance Statements(Ref: http://hr.wa.gov/SiteCollectionDocuments/Strategic HR/Workforce Planning/CompetencyExamples.doc for a great list of various competencies and examples of achievements related to these)

The examples below of competencies may be used in various staff management functions like:

Planning performance expectations.

Determining training and development needs.

Establishing recruitment and selection criteria.

The competencies are grouped together under categories. Each competency includes a title, a general definition, and several measurable or observable performance statements.

This list is useful as a reference, but is not all-inclusive. The performance statements listed are to be used to generate thought about how the competency is displayed when performed well on the job. The competency descriptions are intended to be tailored to individual positions.

Position-specific competencies are best determined through a job analysis process. Supervisors should talk with their HR office to receive specific direction around competency identification.

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Competency Group – Communication

Competency Title Description Performance statements

Listening Understands and learns from what others say. Examples

Reading Comprehension

Grasps the meaning of information written in English, and applies it to work situations.

Examples

Speaking Conveys ideas and facts orally using language the audience will best understand.

Examples

Writing Conveys ideas and facts in writing using language the reader will best understand.

Examples

Competency Group - Cognition

Competency Title Description Performance statements

Analysis/Reasoning Examines data to grasp issues, draw conclusions, and solve problems.

Examples

Creative & Innovative Thinking

Develops fresh ideas that provide solutions to all types of workplace challenges.

Examples

Decision Making & Judgment

Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

Examples

Mathematical Reasoning

Uses mathematical techniques to calculate data or solve practical problems.

Examples

Problem Solving Resolves difficult or complicated challenges. Examples

Researching Information

Identifies, collects, and organizes data for analysis and decision-making.

Examples

Competency Group – Personal EffectivenessCompetency Title Description Performance

statements

Accountability & Dependability

Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.

Examples

Adaptability &Flexibility

Adapts to changing business needs, conditions, and work responsibilities.

Examples

Attention to Detail Diligently attends to details and pursues quality in Examples

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accomplishing tasks.

Customer Focus Builds and maintains customer satisfaction with the products and services offered by the organization.

Examples

Development & Continual Learning

Displays an ongoing commitment to learning and self-improvement.

Examples

Ethics & Integrity Earns others’ trust and respect through consistent honesty and professionalism in all interactions.

Examples

Results Focus & Initiative

Focuses on results and desired outcomes and how best to achieve them. Gets the job done.

Examples

Safety Focus Adheres to all workplace and trade safety laws, regulations, standards, and practices.

Examples

Self Management Manages own time, priorities, and resources to achieve goals.

Examples

Stress Tolerance Maintains composure in highly stressful or adverse situations.

Examples

Tact Diplomatically handles challenging or tense interpersonal situations.

Examples

Competency Group – Interaction with Others

Competency Title Description Performance statements

Influencing Others Influences others to be excited and committed to furthering the organization’s objectives.

Examples

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Examples

Teamwork Promotes cooperation and commitment within a team to achieve goals and deliverables.

Examples

Valuing Diversity Helps create a work environment that embraces and appreciates diversity.

Examples

Competency Group – Occupational

Competency Title Description Performance statements

Advocating Causes Influences others to act in support of ideas, programs, or causes.

Examples

Enforcing Laws, Rules, & Regulations

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Examples

Facilitating Groups Enables cooperative and productive group interactions. Examples

Gaining Voluntary Convinces others to follow recommendations and advice Examples

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Compliance to bring them into compliance with regulations, standards, or policies

Interviewing Others Asks questions in ways that enhance the clarity, quality, and reliability of information.

Examples

Managing Projects or Programs

Structures and directs others’ work on projects or programs.

Examples

Mediating Disputes Helps others resolve complex or sensitive disagreements and conflicts.

Examples

Negotiating Agreements

Reaches deals or compromises. Examples

Operating Equipment

Uses tools, machines, and vehicles to transport goods or people, or to create work products.

Examples

Providing Consultation

Partners with clients to identify and resolve complex or sensitive issues.

Examples

Training & Presenting Information

Formally delivers information to groups. Examples

Competency Group – Management Qualities

Competency Title Description Performance statements

Business Alignment Aligns the direction, products, services, and performance of a business line with the rest of the organization.

Examples

Coaching & Mentoring

Enables co-workers to grow and succeed through feedback, instruction, and encouragement.

Examples

Leadership Promotes organizational mission and goals, and shows the way to achieve them.

Examples

Fiscal Accountability Follows fiscal guidelines, regulations, principles, and standards when committing fiscal resources or processing financial transactions.

Examples

Organizational & Political Savvy

Uses knowledge of the organizational and political climate to solve problems and accomplish goals.

Examples

Planning & Organizing

Coordinates ideas and resources to achieve goals. Examples

Staff Management Manages staff in ways that improve their ability to succeed on the job.

Examples

Strategic Vision Sees the big, long-range picture. Examples

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Accountability & DependabilityDefinition

Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.

Performance Statement Examples

Shows up to work on time, and follows instructions, policies, and procedures. Meets productivity standards, deadlines, and work schedules.

Stays focused on tasks in spite of distractions and interruptions.

Makes the best use of available time and resources.

Balances quality of work with meeting deadlines.

Does not make excuses for errors or problems; acknowledges and corrects mistakes.

Does not diffuse blame for not meeting expectations; faces up to problems with people quickly and directly.

Adaptability & FlexibilityDefinition

Adapts to changing business needs, conditions, and work responsibilities.

Performance Statement Examples

Responds positively to change, embracing and using new practices or values to accomplish goals and solve problems.

Adapts approach, goals, and methods to achieve solutions and results in dynamic situations.

Copes well and helps others deal with the ongoing demands of change; sees and shows others the benefits of change.

Recovers quickly from setbacks, and finds alternative ways to reach goals or targets.

Manages change in a way that reduces the concern experienced by others. Clarifies priorities when leading change.

Advocating CausesDefinitionInfluences others to act in support of ideas, programs, or causes.

Performance Statement Examples

Actively promotes and solicits support for a program or cause. Builds credibility as a representative by demonstrating personal commitment and sharing information.

Using knowledge of audience views and interests, chooses and employs diverse methods, tools, and resources to educate and build enthusiasm in potential partners and supporters.

Ensures others grasp the purpose and benefits of the program or cause. Tailors messages to specific audiences to develop interest and endorsement.

Displays passion for the cause, and sparks that same passion in others.

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Analysis/ReasoningDefinition

Examines data to grasp issues, draw conclusions, and solve problems.

Performance Statement Examples

Identifies key facts in a range of data. Notices when data appear wrong or incomplete, or need verification. Distinguishes information that is not pertinent to a decision or solution.

Breaks down complex information into component parts. Sorts and groups data, and applies causal relationships. Sees underlying principles, patterns, or themes in an array of related information.

Applies logic and complex layers of rules to analyse and categorize complicated information. Sees relationships between information in varied forms and from varied sources.

Goes beyond analysing factual information to develop a conceptual understanding of the meaning of a range of information. Integrates diverse themes and lines of reasoning to create new insights or levels of understanding for the issue at hand. Thinks in terms of generalized models rather than concrete details.

Attention to DetailDefinition

Diligently attends to details and pursues quality in accomplishing tasks.

Performance Statement Examples

Performs tasks with care; is thorough. Makes few if any errors.

Checks work to ensure accuracy and completeness.

Compares observations or finished work to what is expected to find inconsistencies.

Remains aware and takes care of details that are easy to overlook or dismiss as insignificant.

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Business AlignmentDefinition

Aligns the direction, products, services, and performance of a business line with the rest of the organization.

Performance Statement Examples

Seeks to understand other programs in the department, including their services, deliverables, and measures.

Integrates executive direction into every decision and consultation.

Advocates for and positively represents other programs and services when working with customers and stakeholders.

Coaching & MentoringDefinition

Enables co-workers to grow and succeed through feedback, instruction, and encouragement.

Performance Statement Examples

Coaches others regardless of performance level. Shares specialized approaches and skills that will increase capabilities.

Helps others identify key goals and use their talents to achieve those goals. Sees others’ potential and strengths, and works to build on them.

Takes time to observe behaviours that contribute to or detract from others’ success. Highlights performance strengths and weaknesses by giving factual, specific, non-judgmental feedback.

Builds relationships with teammates so that coaching efforts are received in a positive, developmental manner. Takes steps to learn the work interests and career goals of teammates.

Actively supports others stretching beyond their comfort levels and trying new techniques that may enhance success. Coaches for incremental, one-step-at-a-time improvements, offering praise and recognition as each step forward is made.

Encourages repeating and building upon areas of strength, and dissects areas that may be improved. Suggests methods and gives examples that provide a roadmap to improved performance.

Models success behaviours, a high performance work ethic, and constant self-improvement.

Creative & Innovative ThinkingDefinition

Develops fresh ideas that provide solutions to all types of workplace challenges.

Performance Statement Examples

Sees old problems in new ways and has novel approaches to solving those problems.

Contributes original and resourceful ideas in brainstorming sessions.

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Connects seemingly unrelated ideas, events, and circumstances to find global solutions to individual problems.

Sees opportunities for creative problem solving while staying within the parameters of good practice. Generates unique but workable and useful solutions to difficult problems.

Thinks in terms of desired outcomes, not just reactive, quick solutions. Finds ways to turn the ideal into reality. Experiments with new ideas, methodologies, and procedures.

Visualizes potential problems and solutions without needing tangible, “real-life” examples. Can discuss and project the aspects and impacts of issues and decisions.

Customer FocusDefinition

Builds and maintains customer satisfaction with the products and services offered by the organization.

Performance Statement Examples

Can describe customers’ business and expectations. Shows interest in, anticipates, and responds timely to customer needs.

Focuses on the customer’s business results, rather than own. Goes beyond basic service expectations to help customers implement complete solutions.

Delivers products and services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied.

Provides to customers status reports and progress updates. Seeks customer feedback and ensures needs have been fully met.

Seeks ways to improve service delivery. Assesses the organization and its services from the customer’s point of view. Emphasizes a team approach to providing great customer service.

Recognizes adverse customer reactions and develops better alternatives.

Decision Making & JudgmentDefinition

Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.

Performance Statement Examples

Gathers data and others’ input when making decisions. Considers lessons learned from experience, differing needs, and the impact of the decision on others.

Balances analysis, wisdom, experience, and perspective when making decisions.

Finds solutions that are acceptable to diverse groups with conflicting interests and needs.

Weighs the pros and cons of each option before making a decision and moving forward.

Can explain the rationale for a decision.

Makes necessary decisions even when information is limited or unclear.

Learns from the consequences of decisions.

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Development & Continual LearningDefinition

Displays an ongoing commitment to learning and self-improvement.

Performance Statement Examples

Applies own talents to work assignments, and hones the competencies needed in current job.

Looks for better ways to perform routine aspects of job.

Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job.

Finds and maximizes opportunities for growth and development from multiple sources.

Sees failure as an opportunity to learn from past results, and continues to learn and grow.

Enforcing Laws, Rules, & RegulationsDefinition

Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.

Performance Statement Examples

Clearly explains laws, rules, and regulations, as well as what constitutes a violation.

Objectively applies “the letter of the law” during all interactions, yet clearly understands “the spirit of the law” when deciding if enforcement action is needed. Exhausts other options, such as seeking voluntary compliance, before resorting to enforcement action.

Recognizes situations that warrant assertive action and moves forward without hesitation.

Balances enforcing all laws, rules, and regulations against the need to respond to the worst (or most harmful) violations first.

Remains calm during the course of enforcement activities to lessen the chance of hostility.

Ethics & IntegrityDefinition

Earns others’ trust and respect through consistent honesty and professionalism in all interactions.

Performance Statement Examples

Respects and maintains confidentiality.

Tells the truth and is honest in all dealings.

Keeps promises and commitments made to others. Does the right thing, even when it is difficult. Does not yield to pressure to show bias or manipulate others.

Avoids situations and actions considered inappropriate or which present a conflict of interest.

Adheres to a set of core values that are represented in decisions and actions.

Does not misrepresent self or use position or authority for personal gain.

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Facilitating GroupsDefinition

Enables cooperative and productive group interactions.

Performance Statement Examples

Prepares for group meetings by identifying the key issues, goals, and stakeholder expectations. Identifies resources that are most likely to help the group with its task. Clarifies the agenda and objectives, and allocates time for topics.

Leads the group in its initial stages, outlining issues, communicating direction and desired outcomes, and helping participants understand their tasks, roles, and contributions to the process.

Engages all members in the discussion. Builds on the ideas of contributors, while ensuring other members are not overwhelmed or discouraged from giving input.

Sees when the group is off-track and redirects the conversation toward productive channels.

Guides the discussion of complex or divisive issues to help members develop insights and remain engaged with the task. Judges when issues cannot be resolved in the group, and re-focuses the dialogue on the essential goals.

Allows ownership of the process by group members. Highlights group successes, and builds a sense of shared accomplishment. Reinforces success by becoming an advocate for the group's decisions.

Fiscal AccountabilityDefinition

Follows fiscal guidelines, regulations, principles, and standards when committing fiscal resources or processing financial transactions.

Performance Statement Examples

Handles currency carefully and attentively. Verifies the authenticity of money, recognizes when it is suspect, and takes action to confirm its value before completing any transactions.

Safeguards fiscal resources, and adheres to all internal control procedures designed to prevent and detect theft or misuse of funds. Remains alert to security breaches and reports problems. Seeks ways to improve internal controls.

Keeps current on fiscal procedures, principles, standards, rates, etc. Ensures all financial data is properly calculated and reported.

Responsibly allocates and accounts for the use of fiscal resources, weighing alternatives and their benefits. Monitors budget usage and ensures critical costs are covered. Seeks ways to reduce costs.

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Gaining Voluntary ComplianceDefinition

Convinces others to follow recommendations and advice to bring them into compliance with regulations, standards, or policies.

Performance Statement Examples

Clearly communicates the reasons for seeking compliance. Explains the regulation, standard, or policy within the context of the customer’s situation. Sees when the client fails to grasp key provisions of the law.

Listens to the customer’s point of view to ensure recommendations truly meet their needs within the provisions of the law.

Anticipates and responds constructively to customer resistance. Avoids confrontational approaches and keeps the communication positive. Points out the obvious and hidden benefits of voluntary compliance.

Explains to the customer the consequences of failure to comply with regulations, standards, or policies. Ensures the customer understands the next steps in the enforcement process.

Influencing OthersDefinition

Gets others excited about and committed to furthering the organization’s objectives.

Performance Statement Examples

Inspires and persuades others to voluntarily follow direction, pursue and achieve goals, and adopt new positions or opinions.

Promotes the creation of shared mission, vision, and values, and uses those principles to guide actions.

Displays a positive attitude about the work to be done, co-workers, customers, management, and employer policies.

Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner.

Leads by example and sets standards for professional behavior. Helps those in need of assistance, regardless of rank.

Shows dedication in completing the work that must be done.

Interviewing OthersDefinition

Asks questions in ways that enhance the clarity, quality, and reliability of information.

Performance Statement Examples

Plans the interview process in advance, identifying the key information to collect.

Puts the interviewee at ease, and ensures he or she understands the process and its purpose. Develops trust to obtain honest responses.

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Asks direct, focused, and logically ordered questions that comply with all legal or policy requirements. Tactfully broaches sensitive subjects.

Spots when initial answers are insufficient. Asks clarifying questions that get to the heart of issues or that supply needed information. Sees when to doubt or verify information.

After the interview, reviews, clarifies, and documents notes and impressions while the information is still fresh in memory. Notes key points that are most relevant to the issue.

LeadershipDefinition

Promotes organizational mission and goals, and shows the way to achieve them.

Performance Statement Examples

Creates a positive work environment where all staff are motivated to do their best.

Conveys confidence in a group’s ability to prevail over challenges to reach its goals.

Links mission, vision, values, goals, and strategies to everyday work.

Sees the potential in others and takes opportunities to apply and develop that potential.

Takes calculated risks to improve performance, try a fresh approach, or reach a challenging goal.

Sets clear, meaningful, challenging, and attainable group goals and expectations that are aligned with those of the organization.

Suggests and asks for others’ ideas to improve quality, efficiency, and effectiveness.

ListeningDefinition

Understands and learns from what others say.

Performance Statement Examples

Gives the speaker undivided attention and appears interested in the message (e.g., maintains eye contact, nods).

Attends to verbal and non-verbal cues that create a deeper understanding of the message.

Allows others to speak without unnecessarily interrupting them.

Asks clarifying questions that elicit clearer or more detailed information.

Confirms understanding by paraphrasing or summarizing what others have said.

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Managing Projects or ProgramsDefinition

Structures and directs others’ work on projects or programs.

Performance Statement Examples

Ensures the project’s or program’s goals, purpose, and criteria for success are clear defined. Clarifies the related roles and responsibilities, deliverables, milestones, limits for independent decision-making, and needs and desires of the primary customers.

Ensures needed resources and skill sets among staff are available. Averts scope creep.

Develops reasonable performance standards and ways of evaluating outcome quality.

Integrates the ideas and needs of others in developing feasible strategies to achieve goals. Obtains stakeholder acceptance of and support for those strategies.

Evaluates progress and success against performance standards. Appraises and resolves deficiencies and challenges. Ensures deadlines are met and keeps stakeholders informed of project/program status.

Mathematical ReasoningDefinition

Uses mathematical techniques to calculate data or solve practical problems.

Performance Statement Examples

Performs basic arithmetic (i.e., addition, subtraction, multiplication, and division) and uses basic numerical concepts (e.g., whole numbers, percentages) to complete job tasks. Makes reasonable estimates of arithmetic results without a calculator.

Measures distance, area, volume, and weight using standard tools and mathematical formulas.

Applies basic algebra and statistical techniques and formulas (e.g., measures of central tendency, standard deviation) to calculate data.

Understands and can select and use advanced statistical and quantitative techniques and principles (e.g., random sampling, multiple regression, factor analysis, analysis of variances, and discriminate analysis) to achieve desired data or solutions.

Creates ways to measure and analyze concepts or goals.

Mediating DisputesDefinition

Helps others resolve complex or sensitive disagreements and conflicts.

Performance Statement Examples

Maintains an objective, neutral stance. Shows respect for the needs and perspectives of all sides in the dispute.

Clarifies the issues, interests, and objectives of each party. Helps parties see things from each other’s perspectives.

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Recognizes when parties have become more willing to compromise. Helps others find common ground and viable solutions that meet their needs.

Sees when parties are so entrenched that the mediation process is not progressing. Seeks additional resources or moves to a different strategy for resolving the issues.

Negotiating AgreementsDefinition

Reaches deals or compromises.

Performance Statement Examples

Presents interests in ways that foster the understanding and resolution of problems. Seeks to understand others’ interests.

Gains other parties’ trust by being honest, respectful, and sensitive to their needs. Knows when to be gentle and when to be assertive, and acts accordingly. Avoids ultimatums.

Questions and counters others’ proposals without damaging relationships. Explains ideas or positions that gain acceptance or agreement. Works from facts and a strong knowledge base.

Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties.

Seeks common interests and win/win solutions or mutually agreeable trade-offs.

Operating EquipmentDefinition

Uses tools, machines, and vehicles to transport goods or people, or to create work products.

Performance Statement Examples

Learns the functions, purposes, and limitations of new equipment, and practices using it.

Accurately sets up and calibrates tools and machines.

Routinely inspects equipment, and adheres to the proper maintenance schedule.

Follows safety and other regulations when handling and operating equipment.

Uses equipment for its intended purpose only, protecting it from damage and misuse.

Responds quickly to malfunctions, seeking assistance as needed and ensuring equipment is fully operational prior to using it again.

Organizational & Political SavvyDefinition

Uses knowledge of the organization and political climate to solve problems and accomplish goals.

Performance Statement Examples

Understands how the roles, products, and services of own work unit relate to and impact those of other work units. Sees the interrelationships between parts of the organization.

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Applies to issues a knowledge of the mission, values, resources, culture, systems, and business strategies to find solutions that best serve the organization and its customers. Knows the reasoning behind key policies, practices, and procedures, and seeks exceptions when needed to achieve goals.

Capitalizes on both formal channels and informal networks to achieve goals. Forms alliances with key players to get things done.

Understands internal and external politics and their impacts on the organization. Aligns resources and manoeuvres politics to solve problems or reach goals.

Planning & OrganizingDefinition

Coordinates ideas and resources to achieve goals.

Performance Statement Examples

Identifies the sequence of tasks and the resources needed to achieve a goal, and prioritizes key action steps. Anticipates the impacts and risks of decisions and actions.

Seeks and uses others’ input about critical actions, timelines, sequencing, scope, methodology, expected outcomes, and priorities. Sees potential challenges and opportunities, and adjusts plans based on input.

Creates realistic schedules for projects and follows them. Evaluates progress against schedule and goal.

Monitors and evaluates social, fiscal, and political trends that affect the plan. Prepares strategies to deal with problems or drastic changes.

Evaluates proposed actions and timelines against organizational mission and values. Integrates the current plan with other plans as needed to achieve the overall mission.

Problem SolvingDefinition

Resolves difficult or complicated challenges.

Performance Statement Examples

Frames problems before trying to solve them. Breaks down problems and identifies all of their facets, including hidden or tricky aspects.

Shows insight into the root-causes of problems. Generates a range of solutions and courses of action with benefits, costs, and risks associated with each.

Probes all fruitful sources for answers, and thinks ‘outside the box’ to find options. Uses the good ideas of others to help develop solutions. Seeks advice from those who’ve solved similar problems.

Tests proposed solutions against the reality of likely effects before going forward; looks beyond the obvious and does not stop at the first answers.

Evaluates the chosen course of action after it has been implemented to determine its worth and impacts.

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Providing ConsultationDefinition

Partners with clients to identify and resolve complex or sensitive issues.

Performance Statement Examples

Eagerly engages clients in identifying issues, options, and desired outcomes. Develops a clear picture of the needs and best options from the client’s perspective.

Identifies resources and potential solutions that are practical and effective. Knows and explains where, when, and how to implement those options.

Helps clients navigate complex or sensitive issues, keeping the client’s best interests in mind and advising on best practices.

Remains committed to helping the client long after initial solutions have been applied. Follows up to make sure desired outcomes are realized.

Acquires a keen perspective on the client's business and operational needs. Uses that broadening view to help resolve more complex and difficult issues, and to anticipate new client needs.

Acts proactively, recognizing important trends that will affect clients. Communicates those trends so clients can better prepare to meet new challenges. Develops new services and service models in line with those needs.

Reading ComprehensionDefinition

Grasps the meaning of information written in English, and applies it to work situations.

Performance Statement Examples

Learns from written passages by discerning the main idea or key facts. Locates or infers from their context the meaning of unknown or technical words.

Understands basic correspondence, instructions, rules, policies, graphs, and/or charts.

Draws logical conclusions from text, and ‘reads between the lines’ to find underlying meaning. Detects bias, separates fact from opinion, and discerns the author's purpose and tone.

Can interpret complex, technical, professional, or legal information and publications.

Relationship BuildingDefinition

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Performance Statement Examples

Maintains an open, approachable manner, and treats others fairly and respectfully. Preserves others’ self-confidence and dignity, and shows regard for their opinions.

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Seeks and considers ideas from those who are reluctant to express their points of view. Anticipates and recognizes the concerns of others, even if those concerns are not openly expressed.

Builds rapport by listening to, discussing and negotiating with, and rewarding, encouraging, and motivating others.

Seeks to resolve confrontations and disagreements constructively. Focuses on the situation, issues, or behaviours, rather than the people.

Celebrates workplace success and achievement. Supports the good ideas of others.

Promotes the contributions and accomplishments of customers or clients to others.

Demonstrates a balance between building rapport and getting the work done.

Researching InformationDefinition

Identifies, collects, and organizes data for analysis and decision-making.

Performance Statement Examples

Knows where and how to access the right data for the assignment. Pursues leads for additional sources of information.

Screens out irrelevant and vague information, keeping the high-quality data. Questions the limits, quality, and accuracy of data; digs for details and confirms suspect data.

Clearly documents sources, and organizes the information according to the research needs.

Knows when more information is needed and when enough has been collected to reach a conclusion.

Finds the trends and relationships in the emerging fact pattern, and identifies new or related lines of research that lead to more successful or complete conclusions.

Results Focus & InitiativeDefinition

Focuses on results and desired outcomes and how best to achieve them. Gets the job done.

Performance Statement Examples

Sets high goals and works doggedly to achieve them. Pushes self and others to reach milestones.

Looks for opportunities to help move a project along; volunteers to help others with projects or assignments.

Sees when analysis and discussion have served their purpose and moves to action.

Responds to setbacks with renewed and increased efforts; is persistent in the face of difficulty.

Willingly puts in extra time and effort in crisis situations; goes the “extra mile” to ensure the goal is met.

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Safety FocusDefinition

Adheres to all workplace and trade safety laws, regulations, standards, and practices.

Performance Statement Examples

Performs work in a safe manner at all times. Avoids shortcuts that increase health and safety risks to self or others. Maintains emergency supplies and/or personal protective gear.

Organizes the personal workspace to minimize the likelihood of an accident or other unsafe situation.

Checks for and reports potential hazards or breaches of security plans while in the workplace or in the field.

Responds positively to safety-oriented feedback.

Encourages and supports others to be safe while at work.

Self-ManagementDefinition

Manages own time, priorities, and resources to achieve goals.

Performance Statement Examples

Prioritizes tasks by importance and deadline. Discerns what is crucial from what is just urgent. Adjusts priorities as situations change.

Focuses time and effort on key tasks. Groups related tasks to be more efficient. Easily transitions between tasks and picks up where left off when interrupted.

Makes reasonable estimates of resource needs to achieve goals or complete projects. Uses sound methods to plan and track work, appointments, and commitments. Evaluates progress on tasks and adjusts work style as needed.

Completes high volumes of work, keeping a rapid pace without sacrificing accuracy.

Meets and exceeds deadlines through efficient

SpeakingDescription

Conveys ideas and facts orally using language the audience will best understand.

Performance Statement Examples

Uses correct vocabulary and grammar. Avoids slang and offensive language.

Presents information clearly, concisely, and logically. Focuses on key points.

Gives the listener time to process information and ask questions.

Reads others’ body language, and adjusts tone and style accordingly.

Uses plain talk to explain complex or technical concepts. Varies content, style, and form to suit the subject, the purpose, and the needs of diverse audiences.

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Captures and holds others’ attention. Uses language, inflection, pauses, and body language for increased impact.

Staff ManagementDefinition

Manages staff in ways that improve their ability to succeed on the job.

Performance Statement Examples

Aligns the right work with the right people; delegates tasks according to people’s strengths and interests.

Ensures staff have the skills and resources to get things done. Provides staff with coaching, training, and opportunities for growth to improve their skills.

Gives staff ongoing, constructive feedback on their performance and progress in light of expectations and goals. Holds timely discussions and performance reviews.

Lets staff know what is expected of them and holds them accountable. Differentiates between high and low performance. Rewards and recognizes hard work and results. Addresses performance issues promptly and corrects poor performance.

Works to create a strong team. Treats all staff fairly and consistently. Shares accountability when delegating. Involves staff in setting their performance goals.

Balances guiding the others’ actions with granting authority for decision-making within set limits. Provides direction when needed without micro-managing.

Strategic VisionDefinition

Sees the big, long-range picture.

Performance Statement Examples

Sees where current trends will lead, and how they may influence the organization’s direction. Foresees opportunities that will come and go.

Forms and articulates a clear picture of the future the organization should strive for. Explains why that future is important and how current decisions make or break the chance to reach it.

Using a global perspective, reliably forecasts future needs and devises plans to meet those needs.

Analyzes options and decisions based on long-term pay-offs or outcomes.

Translates the vision for a program or organization into clear strategies.

Stress ToleranceDefinition

Maintains composure in highly stressful or adverse situations.

Performance Statement Examples

Handles high workloads, competing demands, vague assignments, interruptions, and distractions with poise and ease.

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Remains steady or thrives under pressure, using it to fuel productivity and efficiency.

Stays calm and maintains focus in turbulent, threatening, or emergency situations. Makes rational decisions and continues to perform effectively.

Provides direction in crisis situations. Defuses potentially violent people or situations, calming others and removing them from harm.

TactDefinition

Diplomatically handles challenging or tense interpersonal situations.

Performance Statement Examples

Strives to understand the data, the people, and their views before making decisions and taking action.

Works through difficult or awkward interpersonal situations in a positive manner. Broaches sensitive issues ways that allows rational and open discussion.

Focuses on issues and interests instead of people or positions, even when personally attacked.

Delivers tough messages with sensitivity to minimize the negative impact on others; critiques constructively.

Thoughtfully intervenes in conflicts to improve communication, diffuse tension, and resolve problems. Seeks to find common ground and preserve relationships.

TeamworkDefinition

Promotes cooperation and commitment within a team to achieve goals and deliverables.

Performance Statement Examples

Knows and supports teammates’ work and deliverables. Helps teammates who need or ask for support or assistance.

Acknowledges and celebrates the achievements of teammates. Praises the team and its achievement to others.

Encourages team unity through sharing information or expertise, working together to solve problems, and putting team success first.

Helps remove barriers to team productivity and success.

Ensures joint ownership of goal setting, commitments, and accomplishments. Involves everyone on the team.

Training & Presenting InformationDefinition

Formally delivers information to groups.

Performance Statement Examples

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‘Sets the stage’ for optimal learning. Comes prepared, and gauges the audience’s level of knowledge. Tailors the teaching style to the audience.

Combines exercises, group discussions, lecture, and other methods to meet diverse learning styles. Uses props, slides, and other presentation aids well.

Interacts with the audience, reading body language, gathering feedback, and holding their attention. Sees when listeners fail to grasp critical concepts and take steps to ensure comprehension. Uses individuals’ strengths to help them learn.

Gives adequate attention to individuals without neglecting the group as a whole.

Develops accurate standards or activities to measure the audience’s learning.

Seeks ways to enhance the learning experience. Ensures that content is current, and that activities are engaging and effective.

Valuing DiversityDefinition

Helps create a work environment that embraces and appreciates diversity.

Performance Statement Examples

Sees the value of cultural, ethnic, gender, and other individual differences in people. Creates an environment of learning about, valuing, encouraging, and supporting differences.

Seeks different points of view and leverages diverse perspectives in group processes and decision-making. Checks own views against the views of others.

Supports fair treatment and equal opportunity for all. Listens to and objectively considers the ideas/input of others. Respects the talents and contributions of all individuals.

Strives to eliminate barriers to diversity; ensures that new barriers to diversity are not built.

WritingDefinition

Conveys ideas and facts in writing using language the reader will best understand.

Performance Statement Examples

Uses correct vocabulary, spelling, grammar, and punctuation.

Composes clear, direct, concise, complete messages.

Chooses the most effective and meaningful form to express ideas and information. Uses bullet points, tables, or other tools to organize and present detailed or complex information.

Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication. Uses plain talk to explain complex or technical concepts.

Organizes information so that facts or ideas build upon one another to lead the reader to a specific conclusion.

Uses formal writing styles or advanced literary techniques and formats suited to the job.

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Appendix C: Word List to Help with Selection Criteria Administrative Skills

Administering corporate plans Clerical tasks Customer inquiries Data entry Drafting replies E-mail Facsimile machine Filing and organising files Implementing policies Leave records Mail registry and dispatch Meetings Minute taking Office management Office teamwork Photocopiers Purchasing and allocating

consumable Receiving money Record keeping Recourses Rosters Salary payments and

variations Telephone / switchboard /

PABX Timetables Using computers Using forms Working within budgets Executive secretary duties Co-ordination

Analytical Skills

Critical thinking Making connections Evaluating Seeing the big picture Ability to divide a problem into

its component parts See cause and effect Tracing the implications in a

step by step way Organising the parts of a

problem in a systematic way. Use of research methods Decision making skills

Renewing skills Make critical assessments Ability to make detailed plans Can see relationships between

facts

Change Management

Understand theories of change Top-down and bottom-up

change Consulting techniques Team building Strategic planning Inter group development Goal and objective setting Mission statements Innovation Centralisation and

decentralisation Organisation reconstruction Downsizing and right-sizing Shaping and guiding values Knowledge of organisational

culture Relocating recourses Transition techniques Ensuring adequate information

flow Allocating rewards Evaluation of change progress Copying with resistance to

change Introducing new technology Training in new technology Persuasion powers Rational decision making Leadership functions in

promoting change Analysing change

requirements Conflict management

Communication Skills – Oral

Persuasion Selling Influencing

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Teaching Explaining arguing Debating Liaising Advising Consulting Negotiating Interviewing Speaking clearly Meetings Gathering facts Being assertive Telephone inquiries Dealing with clients and the

public Being a good listener Saying what you think Speaking up for yourself Speaking freely to supervisors

and subordinates Expressing opinions without

anger

Communication skills – Written

Drafting letters Writing memos Report writing Annual reports Research findings Performance appraisals Minutes Funding submissions Taking notes Writing speeches Taking notes Writing file notes Personal writing School, TAFE and university

essays Lesson plans Preparing documents Case study notes Preparing statutory

declarations Writing victim impact

statements Letters of support Writing reviews and articles Funding submissions

Conceptual Skills

Creative thinking that generates new ideas

Seeing the inter-dependency of parts

Understanding priorities Forecasting tendencies or

probabilities Seeing patterns Decision making accomplished

by setting specific goals and constraint, and choosing the best alternative

Problem solving by recognising the problem and devising an implementing solution

Mental visualisation Thinking about what

something might or might not be

Reasoning that discovers and applies

Critical thinking Making sense of vague and

abstract notions To form a concept our of

observation, experience or data

making sense of confused data to visualise the perfect solution

ability to handle abstract thought

to apply theoretical models to apply theories to a problem to cope with mental rather

than physical challenge to hold many ideas in the mind

and relate to them to form a structure

ability to think through hypothetical situation

understanding how to apply a suitable framework

generating creating innovative ideas

Able to create and hold a vision in the mind.

Customer relation / Focus skills

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delivering services linked to customer needs or requirements

ensuring delivery standards are in line with customer expectations

Achieving competitive performance standards

Working with internal and external customers

An attitude of helpfulness Showing interest in people Patients Politeness Good listening skills Empathy Follow through with inquiries Knowledge of policies Understanding the

organisation and services Using initiative

E.E.O Principles

No discrimination on grounds of gender, race, age, religion, physical disability or family responsibility

Ensuring fairness and equality Recruitment of staff Staff selection Selection of acting positions Staff training Sexual harassment laws Allocation of tasks Shift rosters

Financial Management Skills

Budget, management, formulating and planning

Use of cost centres Budget monitoring Knowledge of FAAA

requirements Knowledge of the finance,

administration and audit Act Use of computer accounting

systems Accounting skills Spreadsheets Knowledge of accrual

accounting principles

Human Resource Management Skills

Recruitment techniques Staff selection and induction

procedures Staff development (Training) Performance appraisal Giving feedback and providing

motivation Organisational change Strategic planning Team development Career development Knowledge of awards and

contracts HR functions – payroll, records Deployment and

redeployment O.H.S.W Act E.E.O Act

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Initiative

Being assertive Being creative Being flexible and not hide-

bound by precedent Going outside standard

procedures to solve a problem Looking ahead and planning

on appropriate course of action

Not waiting to be told Original thought Recognising opportunities Recognising possibilities or

potential where others don’t Seeing a potential problem

and alerting others Seeing that something has to

be done and doing it Setting personal goals,

strategies and action plans Taking control of an

emergency situation Thinking for yourself Working beyond your usual

requirements Working without supervision

Innovation Skills

Analytical ability Comprehending complex

concepts Conceptual skills Lateral thinking Making lateral associations Making links between

dissimilar facts Problem solving Segmenting complex issues

into manageable chunks

Interpersonal Skills (Very similar to oral communication in some areas.)

Supporting others Good relationships

Liaising Persuading Negotiating Meditating Being a good listener Working co-operatively with

others Establishing and maintaining

positive working relationships Generating participation

involvement Being able to solve

interpersonal conflicts Not holding grudges Not manipulating Smoothing things over Being open, approachable and

helpful Maintaining self control and

being consistent Speaking freely Expressing opinions without

anger Being assertive, saying what

you think Taking an interest in other

people and their problems Maintaining confidentiality Maintaining a network of

contacts Having a clear oral

communication Using appropriate self-

disclosure Being open and honest Politeness, social graces, not

causing offence Having a positive and

confident attitude to life Understands and uses body

language Giving and receiving feedback

without animosity Being able to handle difficult

situations Giving others equal air time Being likeable, cheerful and

popular Doing extra work without

grumbling Having an appropriate sense

of humour Communicating effectively

with the media

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Leadership

Getting the task completed, keeping the team working together, and honouring the individual

Styles of leadership are authoritarian, democratic, and laissez-faire

Being a manager, supervisor or team leader

Chairing a meeting Inspiring and promoting the

development of a shared vision

Providing clear, well reasoned and purposeful leadership

Adopting behaviour recognised as leadership

Influencing others to share ownership of common goals

Selecting and leading a team of workers

Taking responsibility for the task and ensuring it is completed on time, within budget and to the required standard

Setting goals, strategies and action plans

Providing clear strategic direction to staff

Allocating tasks and responsibilities

Utilising a range of decision making skills

Monitoring the progress of the tasks

Providing feedback of the team

Having open lines of communication

Taking responsibility for the individual so that they are treated fairly, are valued and have personal growth and satisfaction

Showing initiative Taking control and delegating

fairly Liaising successfully with

superiors and subordinates

Making appropriate decisions, either democratic or authoritarian

Lesson skills with senior management

Assessing job requirements And liaising with management

as to how best to undertake the task

Assessing the needs of clients and liaising with management to arrive at a satisfactory solution

Liaising with students, junior staff, supervisors, lecturers to design a training course

Working in a team environment with staff at all levels

Quickly adapting to different procedures and standards of work

Seeing authority to act Using diplomacy and tact Retaining confidentiality

Liaising effectively with staff at all levels

Oral communication Knowing which communication

style to use Adjusting your personal

approach Negotiating personal skills Knowledge of office procedure Using judgement Flexibility Teamwork Using initiative Participation in meetings Sensitivity to others needs Have a positive attitude A “down to earth” approach Listening skills Being assertive Be prepared Show empathy An attitude of helpfulness Can seek information

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Be approachable An ability to gather

information Co-operative manner Organisational and analytical

skills Able to convey information

clearly Understand cultural diversity Ability to interpret information Protecting senior staff A sense of place Not being daunted Confidentiality Loyalty Knowledge of protocol

Management skills

Getting things done through people

Directing activities of others Taking the responsibility for

the achievement of objectives Proficiency in technical skills Expertise in methods,

procedures, processes, and techniques

Human management skills such as understanding others

Motivation Sensitivity Judgement Leadership Inter-group relationship skills Conceptual skills Analytical skills

Mathematical and numeracy skills

Arithmetic skills Performs basic computations Choosing appropriate

mathematical techniques Spreadsheets Use of calculators Mental numerical functions Accounting Payroll Calculating tax Computer statistical packages Handling petty cash Balancing books

Negotiating and conflict resolution skills

Listening to the other side Collaborating with others Seeking a win / win solution Recognising positive and

negative effects of conflict Assertion skills Control of emotion Demonstrating empathy Negotiate with others Recognise the needs of people

in conflict

Organisational skills

Sets goals, objectives, timelines and procedures

Set priorities Maintains records Uses the filing system

correctly Follows up messages Keeps others informed Keeps to budget Understands and interprets

policies and guidelines Can predict difficulties Plans the use of recourses Understands and uses

timetables and rosters Can organise functions and

events Comprehends the big picture Is personally organised, meets

deadlines, is punctual, keeps appointments

Manages personal finances Returns telephone calls

Personal practices, Industrial awards and regulations.

Recruitment of staff Staff selection Selection for acting positions Staff training Job descriptions Duty statements

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Selection criteria Personal information

management systems Leave entitlements Award contracts

Policy development

A clear need Researching background

information Analysing information Study previous or similar

policy Market survey Use of consultants Establish focus group Target audience Within overall corporate plan Not in conflict with other

policies Meets needs with clear

instructions Workable Uniformity with other policies Approval by others Implementation stages Fine tune

Problem solving skills

Can make sense of confused data or situations

Ability to listen to people to get both sides of the story

Can analyse the components of the problems of the problems – human, financial, equipment

Can prioritise issues Has alternative thinking Sees the whole picture rather

than the little issue Uses conceptual skills Can negotiate with stake

holders Can identify emotional

influences Understands the “problem

environment” Can balance the needs of the

organisation with the needs of the people involved

Takes personal responsibility for solving the problem and has good personal conflict resolution techniques such as: assertion, negotiation, win-win

Project development and management skills

Allocating resources (human, financial, physical and technological) to projects

Monitoring resources in relation to planned outcomes

Initiating or contributing to policy development for projects

Handles projects independently with minimal supervision

Manages small to large projects

Makes confident decisions Pull peers and managers

together Neutralises tough personality

types Negotiates win-win

agreements Formulates daily, weekly and

monthly plans Establish project definition

and proposed outcomes and objectives

Planning strategies and tactics

Set clear objectives for cost and scope of project

Task breakdown Establish agreed processes

and mechanisms such as project control group or steering committee, tender process, use of consultants

Monitoring the progress of the project against objective, goals, outcomes, time, cost and scope

Financial and time management

Human resource management Using appropriate leadership

and interpersonal skills

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Research skills

Archive research Library research Searching the filing system Gathering facts Using questionnaires Telephoning for information Interviewing people Searching newspapers for

information Asking people their opinions Examining materials Studying statistics Creating lists of materials,

venues, people Preparing to respond to a

ministerial question Preparing facts for a paper Preparing to answer a F.O.I

inquiry

Self management skills including adaptability and flexibility

Time management Stress management Organizational skills Ability to set priorities Dealing with tasks as they

arise Completing the task Ability to set goals and

objectives Perseverance and self

discipline Use of initiative Flexible approach to dealing

with change Not being constrained by

tradition An open mind An ability to adapt Looking forward rather than

back Willingness to change A knowledge of some change

strategies

Acceptance of the need to be retained

Ability to work with heterogeneous groups

An awareness of how you react to change

A willingness to take up new challenges

Self maintained work group principles

Higher levels of performance Greater job satisfaction More work accomplished Faster work Uses a wealth of common

knowledge Co-operation within teams Competition between teams Sense of team ship Tasks assigned within groups Jobs are exchanged More pride in work Group motivation is higher

than individual Develops interpersonal skills Technical skills are taught Mentoring Individuals are supported

when necessary Group decisions are made Conflict resolution skills are

learned Takes pressure off manager Better service to clients Multi-skills of group members Efficiency increases

Staff development

Group facilitation skills Rapport building Training needs analysis Workshop organisation and

planning Coaching Teaching Training Programming development Group management Managing difficult behaviours

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Knowledge of adult learning techniques

On-the-job training Giving feedback Motivation and

encouragement Demonstrating skills

Strategic planning skills

Applying strategic thinking to long term planning

Analyse the situation Getting to the heart of the

matter Look ahead to future

requirements and objectives Identify priorities Analyse symptoms and

identify causes Finding solutions Creating frameworks Identify resources including

human, financial, physical and technological

Identify strengths and weaknesses within the team

Keep within the organisations vision and mission

Divide into manageable chunks

Collect information Build in review / evaluation

processes Awareness of current and

future trends

Supervisory Skills (see also leadership)

Delegation of work Feedback, both positive and

corrective Motivation Good communication skills Assertion Listening skills Setting goals and time limits Monitoring progress Equality and fairness Team cohesion Leads by example

Keeps team informed Available to individuals Ensures task are done on time Arranges staff to cover

absences

Teams (ability to manage and work with a variety of teams – Note that managing and working with teams is not the same as leadership. You may manage teams that you do not lead)

Setting expectancies for the team

Giving them authority to work Providing time for them to

come together and work as a team, having meetings, discussions and decision making time

Recognising different abilities within a team

Providing resources for the team. Physical, human, financial and technological

Assign tasks equitably and according to ability

Encouragement and motivation of teams

Ensuring that team members receive the benefits of working in a team, such as belonging, support and skill development

Handling conflicts according to your style of management be it democratic, care taker of authorities

Keeping the teams functional and on target

Providing experiences that promotes group cohesion

Team building exercises Maintaining contact Morale boosting Recognising a good result and

showing you value work done Motivating teams by

reassurance, honouring good results, applauding a new process or method, providing rewards, care, compliments, feedback, passing on positive

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comments received from outside clients

Teamwork – ability to work as a member of a team

Experience in working in small groups

Ability to use humour appropriately within the group

Cooperation in developing professional skills

Demonstrates empathy with team members

Division of responsibilities Group cohesion skills Group conflict resolution skills Mentoring Openness in communicating

with team Participative meeting skills Participative team making Providing and receiving

feedback from team members Recognising the strengths and

weakness of others Reliable in carrying out tasks Resource sharing Setting common goals and

objectives Sharing information with

others Sharing knowledge about

strategies, tactics and techniques

Supportive behaviour Team work experience

Ability to facilitate learning – adult learning

Knowledge of adult learning techniques

Student empowerment skills Skilled in techniques that

promote the transfer of learning

Knowledge of different styles of learning such as activist, reflector, theorist and pragmatist

Use of general experiential learning strategy – experience, reflect, generalise and apply

Application of learning theory Applied teaching skills Facility with technical learning

and teaching equipment Ability to provide feedback

and progress reports to students

Able to rectify student problem behaviour

Coaching skills Demonstrations skills Communication skills Awareness of individual

differences and how to meet them to reach learning goals

Can set mutually satisfactory learning objectives with students

Able to motivate students Can relate theory to industry

practice Has researched and provided

leadership in the study area Familiar with learning

evaluation techniques Can use behaviour

modification techniques to enhance learning

Is open and available to all students

Has designed learning experiences

Uses the wider communities resources to enhance learning

Teaches “how to learn” techniques

Is creative and innovative in teaching practice

Maintains high standards Advises and counsels students

professionally Explores new learning

situations with students Acknowledges and uses

students prior experiences Gives control over learning to

students Collaborates with students

over learning objectives Is flexible and can

accommodate adult difficulties

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Treats students as adults and shares power

Uses students experiences as the basis for learning

Makes provision for disadvantaged / disabled students

Is non-sexist / racial and uses appropriate language

Encourages non-sexist attitude toward career choice

Provides full positive and corrective feedback on assignments

Can encourage shy or reluctant students to participate

Educational leadership (see also “leadership”)

Taking responsibility for the individual so that they are treated fairly, are valued and have personal growth and satisfaction

Taking responsibility for the task be ensuring it is completed on time, within budget and to a required standard

Taking responsibility for the team by ensuring there is cohesion, team spirit, support and conflicts are resolved amicably

Demonstrating academic excellence

Leadership in developing professional skills

A higher capacity for conceptual thinking

An ability to make rational and credible decisions

An ability to motivate and enthuse staff

Providing financial, physical, technological and human resources as required

Setting faculty or department goals and objectives

Having a clear vision for the faculty

Ability to communicate with teams of teachers

Allocating tasks and responsibilities

Being expert in a vocational or academic area cooperating with teachers and administrative officers

Manages a variety of teams Encouraging team

cooperativeness Deciding on the division of

responsibilities Setting team educational

standards Remaining open and available

to staff Information sharing with staff Using group development

stages and skills to assist the group through those stages

Making appropriate decisions, either democratic or authoritarian

Arranging for the mentoring of new staff

Monitoring the progress of teams

Establishing participative meeting skills

Promoting participative team decision making

Providing hones positive and negative feedback to team members

Ensuring professional development of teachers

Leading by showing initiative in educational trends

Supporting the staff through changing conditions

Identifying and interpreting trends in education

Highly developed administrative skills

Ensuring the selection of the best staff available

Promoting equality for all staff and students

Having the respect of the teaching team

Conflict resolution skills

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