Attributes and Behaviors

LIST
 ORGANZATON
Attribute: Vision and Innovation Required Current
 Level Level
Creates the global strategic direction of the organization
Leads other people and makes important things happen
Develops a clear vision for the business or business unit
Recognizes when it is time to shift strategic direction
Thinks beyond one’s own work unit and division to consider the
territory and company overall
Foresees obstacles and opportunities and acts accordingly
Demonstrates a clear understanding of the entire business,
both domestic and international
Revises plans and objectives in response to changes in market
conditions
Translates objectives into practical action plans
Understands how work unit and division strategies impact
individual roles
Understands external market forces (competitors, partners,
suppliers, customers and regulatory environment) - and their
effects on business decisions
LEADERSHIP
Attribute: Developing People Required Current
 Level Level
Determines business unit’s people development requirements
in light of strategy, organization Attribute requirements and
business challenges
Creates an environment where a diverse pool of high potential
people can thrive and contribute to the organization’s goals and
performance
Supports formal training and development with timely, specific
feedback and ongoing coaching
Works with others to build a long-term plan for other’s and own
development and effectiveness
Allocates resources according to strategic priorities
Delegates work and decisions to the lowest appropriate levels
Empowers others with the authority needed to achieve
objectives
Confronts problem performers directly, holding them
accountable for performance standards
Conveys clear expectations for assignments
Establishes standards of performance for self and others
Understands own strengths and development needs
LEADERSHIP
Attribute: Promoting Teamwork Required Current
 Level Level
 Creates a participative environment
Maintains a balance between concern for people and concern
for work
Gains commitment and involvement from people not under
one’s direct control
Uses a team approach to solve problems when appropriate
Determines and considers the needs and objectives of others
Resolves problems/conflicts without alienating others
Creates strong morale and spirit in the team
Demonstrates and expresses confidence in others’ abilities
Celebrates individual contributions to team accomplishments
Promotes teamwork across groups; discourages “us versus
them” thinking
Works well in teams with members from different cultural
backgrounds, functions or geographic locations
Encourages and values the suggestions and contributions of all
team members
LEADERSHIP
Attribute: Communication Required Current
 Level Level
Changes tactics midstream when a presentation is not working
Provides clear, direct and succinct answers to tough questions
Asks appropriate questions to understand others’ concerns
Communicates mission and goals effectively
Writes clearly and succinctly in a variety of communication
settings and styles
Makes clear, concise presentations in a variety of settings:
one-on-one, small and large groups, both inside and outside the
organization
Expresses opinions without intimidating others
Develops appropriate rapport with people at all levels
Behaves consistently with expressed beliefs and commitments
Listens carefully to understand various points of view, whether
or not he/she agrees
LEADERSHIP
Attribute: Change Advocacy Required Current
 Level Level
Supports ideas with the appropriate influence tactics
Plans the pace and process of change to maintain operating
effectiveness
Inspires others to change by encouraging employee
commitment
 Generates new ideas; sees fresh, resourceful solutions
Handles uncertainty and ambiguity associated with changes
comfortably
Takes lead in advancing ideas or opinions on important issues
rather than studying the problem indefinitely or waiting to see
what others think.
Implements new and useful concepts proactively to improve
performance
Recognizes the process for adapting to changes
CLIENT FOCUS
Attribute: Developing Business Required Current
 Solutions Level Level

Develops business solutions to meet customer needs

Negotiates solutions to customer concerns, balancing customer
satisfaction with sound business practices
Sells solutions, not merely products
Generates workable solutions by seeing unique relationships in
seemingly unrelated pieces of information
Considers a wide range of alternatives before proposing a
solution or product
Identifies critical success factors in different business solutions
Positions the full range of the company’s capabilities with the
customer
Takes actions that are in the best interest of all stakeholders
Determines profitability and revenue potential in business
opportunities
Demonstrates a results-focused approach
Orchestrates internal company resources during and
immediately following the sale to ensure client commitments are
upheld
CLIENT FOCUS
Attribute: Analyzing Customer Needs Required Current
 Level Level
Seeks opportunities to add value for a customer in a manner
that maximizes business performance
Assesses impact of external environmental influences on
customer’s business and needs
Identifies needs that are common across multiple customers
Identifies each customer’s unique solution and service
expectations
Determines the customer’s unique needs, priorities,
requirements and expectations through intelligent, thought-
provoking questions
 Asks the right questions to get needed information and to
properly size up a situation
Gets first-hand information and uses it for product and service
improvements
Meets the expectations and requirements of internal and
external customers
Identifies root causes of customer dissatisfaction via customer
focus groups, surveys or other measurements
Monitors external environmental influences on customer’s
business and needs
Understands customers’ concerns
CLIENT FOCUS
Attribute: Marketing the Business Required Current
 Level Level
Aligns selling process with the customer’s buying process
Develops marketing plans
Positions the company as a value-added entity in a worldwide
environment
Negotiates skillfully to get the best deal possible
Successfully brings the creative ideas of others to market
Shifts “satisfied” customers to “loyal” customers
Targets quality prospects in the marketplace
Anticipates and overcomes resistance in the customer’s
organization
Demonstrates the value of the company’s services to existing
clients
Sells company philosophy to brokers, customers, etc.
Understands and administers company pricing concepts
Understands marketing, sales and service functions
CLIENT FOCUS
Attribute: Providing Value Adds Required Current
 Level Level
Identifies business services that will provide value to customers
beyond their current needs
Creates strategies for providing value added products and
services to our customers
Identifies opportunities for the company to meet customers’
needs in ways that our competitors do not
Promotes the use of GE type Work-Out sessions
Identifies opportunities for adding value when working with
customers
Understands the full range of the company’s business products,
services and capabilities
 QUALITY
Attribute: Risk Taking/Accountability Required Current
 Level Level
Anticipates risks and devises contingency plans to manage
them
Takes appropriate risks
Considers the broad impact of decisions
Stands up to criticism and makes “lonely” decisions
Sets and meets aggressive targets and challenging goals for
every aspect of the job
Persists in the face of obstacles
Places organizational success above individual gain
Accepts responsibility for successes and failures
Makes decisions with appropriate information
QUALITY
Attribute: Process Thinking Required Current
 Level Level
Anticipates effect on other elements of a process or system
when one component is changed and adapts actions
accordingly
Envisions opportunities for synergies and integration
Focuses on important information without getting distracted by
unnecessary detail
Separates or combines tasks into efficient work flow
Analyzes relationships among several parts of a problem or
situation
Breaks down a complex task into manageable parts in a
systematic way
Improves organization processes and products continuously
Organizes people and activities effectively
Observes discrepancies and trends in data
QUALITY
Attribute: Business/Financial Savvy Required Current
 Level Level
Demonstrates an understanding of current events and
short/long-term market conditions and how they impact the
business
Interprets and disseminates up-to-date information of industry
practices and developments
Demonstrates a basic understanding of accounting principles
and policies; develops and controls budgets
Administers and applies principles of credit/risk management
 and credit/risk analysis
Keeps corporate bureaucracy and “red tape” to a minimum
Regularly communicates business results
Uses benchmarks and performance measures to track
performance
Understands how the business is run
Understands the financial position of the organization within a
global context
Grasps the full meaning and interrelationships of key financial
indicators
QUALITY
Attribute: Innovation & Creativity Required Current
 Level Level
Creatively integrates different ideas and perspectives
Creates an environment that encourages innovation
Demonstrates good judgment about which creative ideas and
suggestions will work
Champions new ideas and initiatives
Identifies new business opportunities
QUALITY
Attribute: Technical Competence Required Current
 Level Level