Promotion

Earn "Exceeds Expectations" two consecutive quarters

Demonstrate competencies for role moving in to
PIP
career stallers
needs improvement competencies
time frame
severity

Provide friendly Responsiblties

and efficient service via
inbound and outbound calls and/or emails to
Analyze
a conflict,
identify root causes, and
our global
community
assist
parties
in
finding
a resolution
Addressing concerns and
mediatingquickly.
disputes
within
our
community.
Consistently achieve metric goals with minimal
direction
support.
Stay
up toand
date
with and follow on-going
Support
your
team
by answering
process, product, policy
changes.questions,
anticipating
needs,
and
staying
positive in the
Build a culture of open and honest
face
of
challenges.
commmunication
by offering
being open
Promote the culture,
values, and mission
of to
receiving
feedback.
Airbnb and act as a steward of the brand and
Ensure
the privacy and security of confidential
community.
Be
available
when
our users need us with a
Guest and Host
information.
flexible schedule that might include weekends,
Confidently
own a case
beginning to
mornings, evenings,
andfrom
holidays.
resolution.

Skills
Ability to actively listen, understand, and
Ability
to build
rapport
well to a
summarize
with
clarityand
and relate
simplicity.
diverse
global
community.
Use
diplomacy
Ability to handle conflict, maintain
and tact to mediate
situations.
composure,
and be high-tension
a settling influence
in
Genuinely
care
about
people
and
is
eager
stressful
situations.
Constantly
drives
excellence
in
and ready to
help for
under
any circumstance
achieving
goals
with
minimal
supervision
Can skillfully, diplomatically, and directly
Ability
to dig
deep to
uncover awith
problem's
and direction.
negotiate
to settle
differences
minimal
root
cause;
anticipate
hidden,
related
Enjoys
conflict.challenging learning experiences,
problems;
andas
create
solutions
based on
views
failures
a learning
opportunity,
honest,
critical
analysis.
flourishes
in unfamiliar
and is a
Can
communicate
with territory,
clarity, style,
relentless
learner.
compassion, and purpose.

Preferred Qualifications
Add?
Experience in customer service
Ownership
Prior use of Airbnb
Fluency in other languages
Early adopter of online technology
College degree

CORE VALUES

Price of
Admission

Be a Host

CORE COMPETENCY
Listening

Interpersonal Savvy

Composure

Compassion
Be a Cereal
Entrepreneur

Drive for Results

Every Frame Matters Mediating and Negotiating

Problem Solving

Embrace the
Adventure

Simplfy

Learning on the Fly

Written Communications

Champion the
Mission

Courage

Timely Decision Making

Skilled Use
Practices attentive and active listening. Has the patience to
hear people out. Can accurately restate the opinions of
others even when he/she disagrees.

One on One Interview Questions

-Answers the question being asked
-Can restate question, asks clarifying
questions

Relates well to all kinds of people, up, down, and sideways,

inside and outside the organization. Builds appropriate
-Tell me about a time when you had a
rapport. Builds constructive and effective relationships. Uses
diplomacy and tact. Can diffuse even high-tension situations conflict with a coworker or customer.
comfortably.
Is cool under pressure. Does not become defensive or
irritated when times are tough. Is considered mature. Can be
counted on to hold things together during tough times. Can
handle stress. Is not knocked off balance by the unexpected.
Doesn't show frustration when resisted or blocked. Is a
settling influence in a crisis.
Genuinely cares about people. Is concerned about their work
and non-work problems. Is available and ready to help. Is
sympathetic to the plight of others not as fortunate.
Demonstrates real empathy with the joys and pains of
others.
Can be counted on to exceed goals successfully. Is
constantly and consistently one of the top performers. Very
bottom-line oriented. Steadfastly pushes self and others for
results.
Can negotiate skillfully in tough situations with both internal
and external groups. Can settle differences with minimum
noise. Can win concessions without damaging relationships.
Can be both direct and forceful as well as diplomatic. Gains
trust quickly of other parties to the negotiations Has a good
sense of timing.

Uses rigorous logic and methods to solve difficult problems

with effective solutions. Probes all fruitful sources for
answers. Can see hidden problems. Is excellent at honest
analysis. Looks beyond the obvious and doesn't stop at the
first answers.

Learns quickly when facing new problems. A relentless and

versatile learner. Open to change. Analyzes both successes
and failures for clues to improvement. Experiments and will
try anything to find solutions. Enjoys the challenge of
unfamiliar tasks. Quickly grasps the essence and the
underlying structure of anything.

Is able to write clearly and succinctly in a variety of

communication settings and styles. Can get messages
across that have the desired effect.

-Tell me about a time when you were

working on something and it didn't go
as expected?
-What's your crazy idea?
-What's something about an old job
that you were like to impove, and how?

Doesn't hold back anything that needs to be said. Provides

current, direct, complete, and "actionable" positive and
corrective feedback to others. Lets people know where they
stand. Faces up to people problems on any person or
situation (not including direct reports) quickly and directly. Is
not afraid to take action when necessary.

Makes decisions in a timely manner, sometimes with

incomplete information and under tight deadlines and
pressure. Able to make a quick decision.

Behaviors in Role Plays Behaviors in Group Activity Intro Observations

-Who talks over others?
-Addresses the specific user
-Brings others in to conversation. -Who is saying hello to
issue
-Restates, builds on input from
others? Interacting?
-Restates user issue
others
-Smiling
-Doesn't over commiserate
-hand shaking
-Uses professional language -Brings in quiet team mates
-asking names,
and tone
introducing
-Is not knocked off balance
by curve balls

-aligns with user's emotional

state

-Force candidates to deliver

bad news, not give us what
we want
-Owns decision without
borowing authority
-Doesn't side immediately
with host or guest,
empowers them to reach to
other party, doesn't jump to
conclusions
-Was their solution relevant
to the problem
-Did they anticipate hidden
problems (transportation,
-Assesses value of resources in
additional expenditures,
scenario
comfort)?
-Addresses core needs:
safety, comfort, ease

Other

-do a skillshare--meet in a
small group, learn activity,
teach it to others
-do a new group activity
-Hire art: have 3 timed ticket
questions
-write a listing description or
a review on a poor
experience based on review
guidlines

-Update hire art: give a

question and require a timed
written response
-Have a timed problem
solving section
-Give a task at the beginning
of the meetup and a
deadline before they leave

Host
Simplify
Every Frame
Matters
Be a Cereal
Entrepenuer
Embrace the
Adventure
Champion the
Mission

Works well with others through empathy

Gives and receives constructive feedback
Treats everyone like a guest
Communicates clearly
Prioritizes effectively
Grasps the essence of a solution and eliminates the unnecessary
Exhibits craftsmanship that inspires others
Accounts for details both big and small, seen and unseen
Seeks excellence in their work
Consistently delivers creative and unconventional ideas
Does more with less
Relentlessly pursues an outcome until its realized
Driven by curiosity to learn and grow
Welcomes uncertainty
Demonstrates flexibility
Goes beyond whats asked to better Airbnb
Exhibits passion
Puts customers first

CORE VALUES
Host

Be a Cereal
Entrepreneur

Path

SL 1
Listening
Composure
Compassion

SL 2
Negotiating
Peer Relationships

Drive for Results

Customer Focus

Problem Solving
Functional & Technical
Every Frame Matters
Skills
Embrace the
Adventure
Simplfy
Champion the
Mission

Learning on the Fly

Decision Quality
Dealing with Ambiguity

Written Communications Organizing

Approachability

Interpersonal Savvy

SL 3
Motivating Others

SD
Listening
Composure
Approachability

Lead
Approachability
Caring about Direct Reports

Creativity

Creativity

Business Acumen

Drive for Results

Action Oriented

Decision Quality

Informing

Time management
Business Acumen
Organizational Agility

Time Management
Courage

Confronting Direct Reports

Dealing with Ambiguity

Problem Solving
Time Management
Developing Direct Reports and Others
Timely Decision Making Organizing
Priority Setting
Functional/Technical Skills
Action Oriented
Motivating Others
Managerial Courage
Motivating Others
Manging Vision and Purpose

OM

SL1
You are a master at your
core work--non trip and
trip tickets. You can
handle difficult situations
on the phone with ease.
Meeting metric goals is
easy with your
knowledge of workflows,
product, and people
skills.

COREHost
VALUES

CORE COMPETENCY
Listening
Composure

Be a Cereal
Entrepreneur
Every Frame
Mattersthe
Embrace
Adventure
Simplify
Champion the
Mission

Compassion
Drive for Results
Problem Solving
Functional & Technical Skills
Learning on the Fly
Written Communications
Approachability

Skilled Use Description

Practices attentive and active listening. Has the patience to
hear people out. Can accurately restate the opinions of
Is cool under pressure. Does not become defensive or
others even when he/she disagrees.
irritated when times are tough. Is considered mature. Can be
Genuinely cares about people. Is concerned about their work
counted on to hold things together during tough times. Can
and non-work problems. Is available and ready to help. Is
handle
Is on
nottoknocked
balance
by the unexpected.
Can be stress.
counted
exceed off
goals
successfully.
Is
sympathetic to the plight of others not as fortunate.
Doesn't show
when
or blocked.
Is aVery
constantly
andfrustration
consistently
oneresisted
of the top
performers.
Demonstrates
real empathy
with the
joys and
pains
of
Uses
rigorous
logic
and
methods
to
solve
difficult
problems
settling
influence
in a Steadfastly
crisis.
bottom-line
oriented.
pushes self and others for
others.
with
effective solutions. Probes all fruitful sources for
results.
Has
the functional and technical knowledge and skills to do
answers. Can see hidden problems. Is excellent at honest
the job at a high level of accomplishment.
analysis.
Lookswhen
beyond
the new
obvious
and doesn't
stop atand
the
Learns
quickly
facing
problems.
A relentless
first answers.
versatile
learner. Open to change. Analyzes both successes
Is able to write clearly and succinctly in a variety of
and failures for clues to improvement. Experiments and will
communication settings and styles. Can get messages
tryeasy
anything
to find solutions.
Enjoys
the the
challenge
of to
Is
to approach
and talk to.
Spends
extra effort
across that have the desired effect.
unfamiliar
Quickly
grasps
essenceand
andgracious.
the
put
others tasks.
at ease.
Can be
warm,the
pleasant,
Is
underlyingtostructure
of anything.
sensitive
and patient
with the interpersonal anxieties of
others. Builds rapport well. Is a good listener. Is an early
knower, getting informal and incomplete information in time
to do something about it.

Examples of Expected Behavior and Performance

Related Lominger Competency

Demonstrated Behaviors
-asks the correct questions, doesn't interrupt
people
orcalm
SHUT
PEOPLE
all
-keeps a
tone
during DOWN,
stressfulgathers
situations
infos
within
and without
tickets/calls
-- Is
present
for
teammates
during difficult
exemplifies
the
AAA's
-situations
Practice non
violent
communication
techniques
for
Tick
Talks
and
picks
on
elevated
time, meets/exceeds
60up
closed
tickets
--manages
Self monitor
tone/stress
levels
of
those
around.
Offers
a
a week
shoulder
necessary
situations.
- Focusesinon
higher NPS
-- Active
listening
for
coworkers
and users
uses resources before presenting
question to
teammates,
is
resourceful
(consults
Stanley
-keeps up with ever-changing product
and + UI
index
prior
to
Tick
Talks)
platform
(reads
updates,
rolls with
the punches)
-3
A's, 3appropriate,
P's,
direct
language
emails
- when
keep TT'sinconcise
-makes an effort to meet and communicate with
many types of people, inside the office and out,
knows boundaries for diff types of people

Resources
shadowing, listening to other people's calls
- Nonviolent communication class
- Count
to 10
- Practice
active
listening
--Place
a
user
on hold
Practice
rephrasing
- Sit next -toPauses
high producers
-Compassionate
communication
course
-Tech
tips
-Double
draft
emails
- Meditation/Distraction Avoidance
- Using Stanley, UI, Tick Talks, knowledge base
-SD's
and Leads
forfeedback
questions
- Actively
request
- Use
QA toStyle
improve
- Study
Airbnb
Manual
- Triangulating (Giving
multiple
sources
of information)
- Happy Hour
- Find wordsmiths- AirShares
in the office, cling to them.
-Off Sites
-Cross-functional collaboration

SL2

CORE VALUES
Be a Host
Be a Cereal
Entrepreneur
Every Frame
Matters
Embrace the
Adventure
Simplify
Champion the
Mission

CORE COMPETENCY
Negotiating
Peer Relationships
Customer Focus
Decision Quality
Functional & Technical Skills
Dealing with Ambiguity
Organizing
Interpersonal Savvy

Skilled

Demonstrated Behaviors

Can negotiate skillfully in tough situations with both internal

and external groups. Can settle differences with minimum
Can quickly find common ground and solve problems for the
noise. Can win concessions without damaging relationships.
good of all. Can represent his/her own interests and yet be
Can
be both to
direct
and forceful
as well asand
diplomatic.
Gains
Is dedicated
meeting
the expectations
requirements
fair to other groups. Can solve problems with peers with a
trust
quickly
of external
other parties
to the negotiations
Hascustomer
a good
of
internal
and
customers.
Gets first-hand
minimum
of noise.
Is seen
as a considering
team playerhow
and much
is
Makes
good
decisions
(without
time it
sense
of
timing.
information
and uses it for improvements in products and
cooperative.
trustofand
support
of peers.
takes)
basedEasily
upon agains
mixture
analysis,
wisdom,
services.
Acts with and
customers
in mind.
Establishes
andto do
Has
the
functional
technical
knowledge
and
skills
Encourages
collaboration.
peers.and
experience, and
judgment. Can
Mostbe
ofcandid
his/herwith
solutions
maintains
relationships
with customers and gains
the
job at aeffective
high level
of accomplishment.
suggestions
turn
out with
to bechange.
correct and
accurate
when judged
Can
effectively
cope
Can
shift
gears
their trust and respect.
over time Sought
out by others
advicehaving
and solutions.
comfortably.
Can decide
and actfor
without
the total
Can marshal resources (people, funding, material, support)
picture. Isn't upset when things are up in the air. Doesn't
to get things done. Can orchestrate multiple activities at
have to finish
before
movingup,
on.down,
Can comfortably
Relates
well tothings
all kinds
of people,
and sideways,
once to accomplish a goal. Uses resources effectively and
handleand
riskoutside
and uncertainty.
inside
the organization. Builds appropriate
efficiently. Arranges information and files in a useful manner.
rapport. Builds constructive and effective relationships. Uses
diplomacy and tact. Can diffuse even high-tension situations
comfortably.

-Remains calm on the phone

-restates
opinions
-Effectiveusers
Tick Talker
--Gives
comesconstructive
up with creative
solutions
-- Extensive
Product feedback
Knowledge
sets clear boundaries
and expectations
-- Rapport
Effectivewith
Helpusers
and Information Seeking
-- demonstrates
empathetic
tone and understanding to users
Confidently
Makes
timely Decisions
- Comfort with the product
-- details
route
to
user/sets
expectations
withand
internal
-- Comfort
Multitasking
time tools
management
leaves detailed
notes
for future agents
-- Confidence
in of
making
decisions
Keeps on top
updates,
emails, calendar, tech updates to do job mo
-- Honest
rapport
with
users
extensions,
tips, increases
efficiency
- uses
friendly
and open tech
in conversation
group,
team, one
-on
Time
Management
one

Resources

-Reading Product Updates

- Practicing Purposeful Tick Talking
--Teach
Self Knowledge
skills to coworkers
-- Set
Metric
Goals In The Air,
Product
Updates,
Moment of Truth, SD's
Ex using google docs as a resource

SL3

CORE VALUES
Be a Host
Be a Cereal
Entrepreneur
Every Frame
Matters
Embrace the
Adventure
Simplify
Champion the
Mission

CORE COMPETENCY
Motivating Others
Creativity
Time management
Business Acumen
Organizational Agility
Problem Solving
Action Oriented

Skilled
Creates a climate in which people want to do their best. Can
motivate many kinds of direct reports and team or project
Comes up with a lot of new and unique ideas. Easily makes
members. Can assess each person's hot button and use it to
connections among previously unrelated notions. Tends to
get
thehis/her
best out
ofeffectively
him/her. Pushes
tasks and
decisions
Uses
time
and efficiently.
Values
time.
be seen as original and value-added in brainstorming
down. Empowers
others.
Invites
input
from
each person
and
Concentrates
his/her
efforts
on the
more
important
priorities.
settings.
Knows
how
businessesvisibility.
work. Knowledgeable
in currentfeel
and
shares
ownership
Makes
each
individual
Gets more
done inand
less time than
others.
Can
attend to a
possible
future
policies, practices,
trends,
technology,
and for
his/her work
is of
important.
someone
people
working
broader
range
activities.
Knowledgeable
about
howIsorganizations
work.like
Knows
how
information
affecting
his/her
business
and
organization.
Is
and
with.
to
get
things done both through formal channels and the
awarerigorous
of how strategies
and tactics
the marketplace.
Uses
logic and methods
to work
solveindifficult
problems
informal network. Understands the origin and reasoning
with effective solutions. Probes all fruitful sources for
behind working
key policies,
and procedures.
Understands
Enjoys
hard.practices,
Is action oriented
and full of
energy for
answers. Can see hidden problems. Is excellent at honest
cultures
of organizations.
the things
he/she
sees as challenging. Not fearful of acting
analysis. Looks beyond the obvious and doesn't stop at the
with a minimum of planning. Seizes more opportunities than
first answers.
others. Able to identify office-wide issues, create solutions,
and act with minimal direction and supervision.

Demonstrated Behaviors

Resources

- Negotiate peer relations

-- Think
Masterbig
SLand
1&2outside
skills the box
-- Provide
helpful/appropriate
feedback
and encouragement
to
change
- Identify
work onbehaviour
more thanpatterns
one issue
at
a time
-- practice.
Pay notes
attention
time and budget
Reads exec.
andtonewsletters
-- Uses
calendar
effectively
Familiarizes
with
competencies
-Speak
openly
withlist
leadership
-Keeps
organized
-- Pay
attention
to
meetings
and global happenings
Provide
feedback
to
superiors
-Get
shit
done
- Asks challenging questions
-- Up
to dateout
onfor
hiring
structure
sought
help
advice and can provide it
- Is
Volunteers
to take
on and
projects
-- Comfortable
asking
for
help
Self-starter, minimal supervision
- Practice appropriate work/life balance

-Shadow current SD or Lead

-- Practice
effectiveTeach
communication
Go to Airshares,
Airshares
-- Ask
iCal for Unique Cases
-Find
creative
outlets
outside the office
-efficient,
timely
tick talks
- E-staff notes
- office meetings of all kinds, elective
and mandatory

Shift Deputy

CORE VALUES
Be a Host

CORE COMPETENCY
Listening
Composure

Be a Cereal
Entrepreneur

Approachability
Creativity
Drive for Results

Every Frame Matters Decision Quality

Embrace the
Courage
Adventure
Simplify
Time Management
Organizing
Functional/Technical Skills
Champion the Mission Motivating Others

Is cool under pressure. Does not become defensive or

irritated when times are tough. Is considered mature. Can be
Practices
listening.
the patience
Is
easy to attentive
approachand
andactive
talk to.
SpendsHas
the extra
effort toto
Skilled
counted
on to hold things together during tough times. Can Demonstrated Behaviors
hearothers
people
Can
accurately
the and
opinions
of Is
put
atout.
ease.
Can
be warm,restate
pleasant,
gracious.
handle stress. Is not knocked off balance by the unexpected.
others even
when
he/she
disagrees.
sensitive
to and
patient
with
the interpersonal anxieties of
Doesn't show frustration when resisted or blocked. Is a
others. Builds rapport well. Is a good listener. Is an early
settling influence
in aofcrisis.
Comes
up with a lot
new and unique ideas. Easily makes
knower, getting informal and incomplete information in time
connections among previously unrelated notions. Tends to
to
do
something
about
it.
Can be counted on to exceed
goals successfully. Is
be seengood
as original
and(without
value-added
in brainstorming
Makes
decisions
considering
how much time it
constantly
and
consistently
one
the top
performers.
Very
Doesn't
hold
back
anything
that of
needs
to be
said. Provides
settings.
takes) based upon a mixture of analysis, wisdom,
bottom-line
oriented.
Steadfastly
pushes self
and others
current,
direct,
complete,
and "actionable"
positive
and for
experience, and judgment. Most of his/her solutions and
results.
corrective feedback to others. Lets people know where they
suggestions turn out to be correct and accurate when judged
stand. Faces up to people problems on any person or
over
Sought
out by others
advice and
solutions.
Usestime.
his/her
time effectively
andfor
efficiently.
Values
time.
situation a(not
including
direct reports)
quickly
Is
Creates
climate
in which
do and
theirdirectly.
best.
Can
Concentrates
his/her
effortspeople
on thewant
moretoimportant
priorities.
not
afraid
to
take
action
when
necessary.
Can
marshal
resources
(people,
funding,
material,
support)
motivate
many
kinds
of
direct
reports
and
team
or
project
Gets more done in less time than others. Can attend to a
to get things
done.
Caneach
orchestrate
multiple
activities
at it to
members.
Can
assess
person's
hot button
and use
broader range
of
activities.
once
to best
accomplish
a goal. Pushes
Uses resources
effectively
get
the
out of him/her.
tasks and
decisionsand
efficiently.
Arranges
information
files
in each
a useful
manner.
down.
Empowers
others.
Invitesand
input
from
person
and
Has the functional and technical knowledge and skills to do
shares ownership and visibility. Makes each individual feel
the job at a high level of accomplishment.
his/her work is important. Is someone people like working for
and with.

Resources

CORE VALUES

Lead

Be a Host

CORE COMPETENCY
Approachability

Caring about Direct

Reports

Be a Cereal Entrepreneur Business Acumen

Action Oriented

Every Frame Matters

Informing

Time Management

Embrace the Adventure

Confronting Direct Reports

Dealing with Ambiguity

Simplify

Developing Direct Reports

and Others

Priority Setting

Champion the Mission

Managerial Courage

Motivating Others

Manging Vision and

Purpose

Skilled
Is easy to approach and talk to. Spends the extra effort to put others at ease.
Can be warm, pleasant, and gracious. Is sensitive to and patient with the
interpersonal anxieties of others. Builds rapport well. Is a good listener. Is an
early knower, getting informal and incomplete information in time to do
something about it.
Is interested in the work and non-work lives of direct reports. Asks about their
plans, problems, and desires. Knows about their concerns and questions. Is
available for listening to personal problems. Monitors workloads and
appreciates extra effort.
Knows how businesses work. Knowledgeable in current and possible future
policies, practices, trends, technology, and information affecting his/her
business and organization. Knows the competition. Is aware of how strategies
and tactics work in the marketplace.
Enjoys working hard. Is action oriented and full of energy for the things he/she
sees as challenging. Not fearful of acting with a minimum of planning. Seizes
more opportunities than others.
Provides the information people need to know to do their jobs and to feel
good about being a member of the team, unit, and/or the organization.
Provides individuals information so that they can make accurate decisions. Is
timely with information.
Uses his/her time effectively and efficiently. Values time. Concentrates his/her
efforts on the more important priorities. Gets more done in less time than
others. Can attend to a broader range of activities.
Deals with problem direct reports firmly and in a timely manner. Doesn't allow
problems to fester. Regularly reviews performance and holds timely
discussions. Can make negative decisions when all other efforts fail. Deals
effectively with troublemakers.
Can effectively cope with change. Can shift gears comfortably. Can decide
and act without having the total picture. Isn't upset when things are up in the
air. Doesn't have to finish things before moving on. Can comfortably handle
risk and uncertainty.
Provides challenging and stretching tasks and assignments. Holds frequent
development discussions. Is aware of each person's career goals. Constructs
compelling development plans and executes them. Pushes people to accept
developmental moves. Will take on those who need help and further
development. Cooperates with the developmental system in the organization.
Is a people builder.
Spends his/her time and the time of others on what's important. Quickly zeros
in on the critical few and puts the trivial many aside. Can quickly sense what
will help or hinder accomplishing a goal. Eliminates roadblocks. Creates
focus.
Doesn't hold back anything that needs to be said. Provides current, direct,
complete, and "actionable" positive and corrective feedback to others. Lets
people know where they stand. Faces up to people problems on any person
or situation (not including direct reports) quickly and directly. Is not afraid to
take negative action when necessary.
Creates a climate in which people want to do their best. Can motivate many
kinds of direct reports and team or project members. Can assess each
person's hot button and use it to get the best out of him/her. Pushes tasks
and decisions down. Empowers others. Invites input from each person and
shares ownership and visibility. Makes each individual feel his/her work is
important. Is someone people like working for and with.

Communicates a compelling and inspired vision or sense of core

purpose. Talks beyond today. Talks about possibilities. Is optimistic.
Creates mileposts and symbols to rally support behind the vision.
Makes the vision sharable by everyone. Can inspire and motivate
entire units or organization.

CORE VALUES

OM

Be a Host

CORE COMPETENCY
Organizational Agility

Customer Focus

Be a Cereal Entrepreneur Business Acumen

Innovation Management

Every Frame Matters

Perspective

Managing and Measuring Work

Embrace the Adventure

Composure

Dealing with Ambiguity

Simplify

Delegation

Process Management

Champion the Mission

Managing Vision and Purpose

Developing Direct Reports and Others

Building Effective Teams

Knowledgable about how various organizations work. Knows how to get

things done through both formal channels and informal networks. Undertands
the orign and reasoning behind key policies, practices and procedures.
Understands the culters of organizations.
Dedicated to meeting the needs and expectations of external and internal
customers. Seeks out first-hand customer information and uses it for
improvements in products, services and internal processes.
Knows how businesses work. Knowledgable in current and possible future
policies, trends, technology, and information affecting the business and
organization. Knows the competition. Is aware of how strategies and tactics
work in the marketplace.
Is good bringing the creative ideas of other to market. Has good judgement
about which creative ideas and suggestions will work. Has a sense about
managing the creative process of others. Can facilitate effective
brainstorming. Can project how potential ideas may play out in the
marketplace.
Looks toward the broadest possible view of an issue / challenge. Has broadranging personal and business interests and pursuits. Can easily pose future
scenarios. Can think globally. Can discuss multiple aspects and impacts of
issues and project them into the future.
Clearly assigns responsibility for tasks and decisions. Sets clear objectives
and measures. Monitors process, progress, and results. Designs feedback
loop into work.
Is cool under pressure. Does not become defensive or irritated when times
are tough. Is considerd mature. Can be counted on to hold things together
during tough times. Can handle stress. Is not knocked off balance by the
unexpected. Doesn't show frustration when resisted or blocked. Is a settling
influence in a crisis.
Can effectively cope with change. Can shift gears comfortably. Can decide
and act without having the total picture. Isn't upset when things are up in the
air. Doesn't have to finsh things before moving on. Can comfortably handle
risk and uncertainty.
Clearly and comfortably delegates routine and imprtant tasks and decisions.
Broadly shares both responsibility and accountability. Tends to trust people to
perform. Let's direct reports and others finish their own work.
Good at figuring out the processes necessary to get things done. Knows how
to organize people and activity. Understands how to separate and combine
tasks into efficient workflow. Knows what to measure and how to measure it.
Can see opportunities for synergy and integration where others can't. Get's
more out of fewer resources.
Communicates a compelling and inspired vision or sense of core purpose.
Talks beyond today. Talks about possibilities. Is optimistic. Creates milestones
and symbols to rally support behind the vision. Can motivate organizations.
Provides challenging and stretching tasks and assignments. Holds frequent
development discussions. Is aware of each person's career goals. Constructs
compelling development plans and execute them. Pushes people to accept
developmental moves. Will take on those who need help and further
development. Is a people builder.

Blends people into team when needed. Creates strong morale and
spirit. Shares wins and successes. Fosters open dialogue. Defines
success in terms of the whole team. Creates a feelnig of belonging in
the team.