Académique Documents
Professionnel Documents
Culture Documents
Generic Skills
1. Business Management and Development
2. Communications
6. Human Resources
7. Computer Skills
The United Kingdom’s international organisation for educational opportunities and cultural relations. We are registered in England as a charity.
Business Management and Development
Definition
The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate business
strategy, to understand crucial business drivers, both internal and external, and assess various business development options and interrogate
management information. Effective management of resources across the business.
Page 2 of 21
Area of Level 1 Level 2 Level 3
Responsibility
Product and Understands the need to develop Develops, through recognised Takes the lead for product and service
service and/or commission new products, planning processes, new projects development across a portfolio of services.
development services and solutions that support and services with an understanding
Recognises and manages either gaps in the
/commissioning the delivery of corporate objectives of which approaches will work in local
product/service portfolio or opportunities for
and meet stakeholder and context and of how it will facilitate
new products and services.
customer needs. achievement of corporate outputs.
Responsible for identifying, designing and
Understanding of and the ability to
securing appropriate competitively tendered
manage commissioning and
projects.
tendering processes.
Managing Risk Demonstrates an understanding of Undertakes business risk Responsible for risk and opportunity
business risk and can identify identification and analysis for specific identification across the business and
where risks may originate from. initiatives in line with BRMF. Uses understands when a level of risk is
this to inform approach and manage acceptable.
risk.
Complies with Business Risk Management
Framework responsibilities (if identified as a
BMRF Process Owner).
Managing Collects and analyses client / Takes the lead role in managing the Manages complex or strategically important
relationships stakeholder / partner feedback and client and stakeholders for a specific client/stakeholder/partner relationships, which
with customers, perceptions and identifies needs activity. achieve significant impact for the Council.
clients and within specific area of work.
Keeps abreast of operating context. Anticipates changing circumstances and
stakeholders Identifies barriers to service
Uses stakeholder analysis, facilitation barriers to stakeholder engagement and
delivery and contributes to their
and problem solving approaches to takes action to minimise these.
resolution.
resolve issues and remove barriers
Communicates consistently and to effective service delivery.
effectively with stakeholders and
Identifies important relationships and
responds to changing
develops strategies to strengthen
circumstances in order to enhance
these within specific area of work.
brand and reputation.
Resource Understands and uses human, Negotiates and manages the Takes the lead and is responsible for the
management for financial, IT and knowledge deployment of resources in efficient efficient use of all resources in order to
business resources efficiently and effectively manner and in the context of a clear achieve corporate outputs.
development in order to achieve results. understanding of overall strategy.
and Uses the commissioning process to align
implementation. Has strong sense of value for Identifies and actively manages the resources with priorities.
money and understands the development of staff skills that are
Develops effective resource management
importance of delivering within needed when building new strategies
. strategies and policies for a portfolio of work
expenditure and income budgets. and business.
and monitors their implementation.
Page 3 of 21
Area of Level 1 Level 2 Level 3
Responsibility
Supports procurement and Understands how to use and
negotiation processes. communicate management
information.
Identification and management of
resource risks including anticipating
changing circumstances and
mediating between conflicting needs
and expectations.
Monitoring and Understands the importance of Builds monitoring and evaluation into Identifies best practice, learning, new
Evaluation evaluation. Is thorough in the the business strategy. processes or ways of working that lead to
collection and communication of cost savings/improved delivery beyond team
Grounds evaluation in external
evaluation data. level.
market context and adjusts
Supports the achievement of measurement to provide clear Agrees measurable and challenging targets
targets and monitors own evidence of effectiveness. for individual initiatives and manages
contribution towards these. progress towards these.
Studies evaluation data to see if new
approaches have had the desired Ability to understand and interpret the results
impact, reflects on lessons learned and leads on the discussion and
and communicates the results of dissemination of the results.
valuation.
Page 4 of 21
Communications Skills
Definition
Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and external
audiences, often in cross-cultural situations, in order to develop two-way understanding between the audience and the communicator.
Page 5 of 21
Area of Responsibility Level 1 Level 2 Level 3
Speaking and listening Contributes to discussions and Makes balanced and effective Motivates, encourages and inspires
skills pays attention to the timing and contribution in difficult situations e.g. individuals and groups through
setting of discussions conflicts between staff members appropriate use of language and
Is able to express non-complex Communicates ideas clearly, effectively, manner
ideas, thoughts and feelings persuasively to an individual or a group Delivers presentations to internal
Gives feedback honestly and Varies speaking style according to and external audiences, and
constructively audience handles questions effectively
Asks questions when he/she does States different and/or critical opinions Able to communicate directly and
not understand what is being said without causing offence appropriately with senior external
or to clarify the issue stakeholders (e.g. at receptions,
Is aware of his/her own and others’ body presentations etc)
Listens attentively, uses language
appropriate tone of voice and is Uses consultancy skills (listening,
Contributes to meetings effectively to questioning, analysing issues,
polite ensure all parties can respond and/or outlining options etc.) to enhance
participate understanding and help others
Delivers presentations effectively express and develop their ideas
Acts as a sounding board for colleagues
Listens empathetically (paying attention
to words, feelings and thoughts of the
speaker, and responding appropriately)
Understanding purpose Judges when to communicate and Develops, implements and evaluates an Plans and manages a
understands the effective communication strategy and communications programme to
impact/consequences of his/her plan deliver corporate and business
message on others Applies level 1 principles in complex objectives
Ensures communications are communications to diverse audiences Takes calculated risks with
appropriate to purpose and Demonstrates an understanding of the communications in order to provoke
prepares for important discussions wider environment (cultural, political, a desired response
Has a basic understanding of the social etc.) in which he/she is
cultural environment in which communicating.
he/she is communicating
Understanding the Identifies and understands the Analyses the communication needs of Uses market research techniques
audience communications needs, new target audiences to improve understanding of an
expectations and preferences of the As appropriate, encourages and audience’s communications
audience he/she wants to generates two-way communications with preferences and needs (now and in
communicate with target audiences to increase mutual the future)
Adapts his/her approach for simple understanding and adapt
messaging to his/her audience communications as required.
Page 6 of 21
Area of Responsibility Level 1 Level 2 Level 3
Understanding tools and Chooses between basic Is aware of and understands how to use Able to plan and manage multi-
media communication methods depending a wide range and the right combination media communications programme
on context of communication tools as appropriate Assesses potential of new and
Understands the impact of different tools existing communications
Evaluate effectiveness of tools/media
communications Develops new and existing
communications tools and media
Knowledge Sharing Passes on information proactively Demonstrates commitment to sharing Able to create knowledge sharing
and in a timely manner information and knowledge with strategy for project/business
Finds out where knowledge and colleagues throughout the organisation
information are held Able to build appropriate networks
Is aware of British Council Encourages others to share information
knowledge sharing practices and and knowledge with one another.
tools
Understands the importance of
appropriate knowledge sharing
Is aware of and applies British
Council Records standards and
guidelines
Understands and applies data
protection principles
Page 7 of 21
Financial Planning and Management
Definition
Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreed
results/outputs within established criteria for budget and timescale, using the appropriate policy and process.
Page 8 of 21
Area of Level 1 Level 2 Level 3
Responsibility
This level - will be expected to Although not specifically stated L3
seek guidance from L2 and L3 will provide guidance to L1 and L2
financial management information Monitor financial performance against financial data in order to make
records for projects/activity (showing targets and takes action to manage appropriate
budget, actuals, commitments and exceptions (e.g. over/underspend on a recommendations/proposals to
forecast outturn) particular budget) business plans/projects
Understands how to review the Monitor creditors and debtors and report Reports directly and appropriately with
status of creditors and debtors and exceptions at BRMF meetings as internal and external stakeholders on
know how to escalate problem items appropriate financial matters
as appropriate
Has basic knowledge of BRMF tool
for monitoring and is aware of their
own role in this process
Receipts Process: Knowledge of customer master data - Knowledge plus application of bad debt Lead on any bad debt applications for
process plus content and data policy and process write off
Invoiced and non-
standards
invoiced Checks and approves reconciliation of Takes responsibility for ensuring
Ability to run debtor reports or know receipts to cash banked (where reconciliation of receipts to cash
where to access them and identify required) banked are completed where required
debtor position e.g. check if amounts
are overdue
Awareness of the concept of
reconciliation and ability to prepare a
statement of expected income where
required
Payment Process Knowledge of the procedures for Knowledge of, and manages, the risks Ensure that resources are in place,
setting up vendors on the corporate associated with setting up of vendors roles and responsibilities are clearly
system (SAP) defined and allocated and that there is
Ensures payments are processed
compliance with corporate standards,
Awareness of payment system correctly and creditors are effectively
to enable the payment process to run
process and document standards, managed
efficiently and effectively
including travel and expenses, or
where to locate the information
Impact of financial Has a basic awareness of how Understands how transactions impact Demonstrates an understanding of the
transactions on transactions impact on corporate on the corporate accounts wider environment in which the
BC statutory accounts organisation is operating and the
Understand internal management
reporting plus impact this has on financial
Page 9 of 21
Area of Level 1 Level 2 Level 3
Responsibility
This level - will be expected to Although not specifically stated L3
seek guidance from L2 and L3 will provide guidance to L1 and L2
other reporting Awareness of statutory and internal principles and practices, including transactions, e.g. devaluation
obligations management principles and accruals, in the recording of transactions
Takes lead responsibility for ensuring
practices, including accruals, and
that transactions are properly recorded
where to locate guidance e.g.
in the accounts
Essential Finance
Ability to correct accounting entries
and to cross charge between
business activities or provide relevant
information for the journal to be
raised.
Page 10 of 21
Marketing and Customer Service
Definition
Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussed
products and services at the right time, in the right place and in an appropriate way.
Page 11 of 21
Area of Responsibility Level 1 Level 2 Level 3
Responding to customer Controls the interaction with the Plans and supports a service Shapes and leads on MCS strategy
needs customer. Listens effectively and approach that balances a through applying:
uses questioning skills to clarify personalised delivery with
• knowledge of the external
customer needs business needs.
environment (political,
Delivers excellent service at all Investigates service delivery and sociological, economic,
points of contact provides solutions to any environmental, technological and
problems/issues. legal aspects);
• interpreting market information;
• having a comprehensive
understanding of the nature,
profile and demands of customers
Leverages and exploits available
resources to better meet customer
needs and expectations.
Building strong relationships Uses strong interpersonal skills to Uses systems to accurately Uses knowledge of best practice in
which add value to the build effective rapport with manage customer information customer relationship management
United Kingdom customers Ensures staff have sufficient to make strategic decisions.
marketing/customer service skills
Obtaining and evaluating Actively and systematically collects Analyses and evaluates actual Makes strategic decisions on product
feedback feedback and data through a customer experience against and service development, balancing
variety of means expectations using feedback, customers’ needs and expectations
benchmarking and management with organisational priorities,
information. objectives and resources.
Feeds management information Promotes by example a culture of
into continuous customer service continuous improvement.
improvement.
Page 12 of 21
Project and Contract Management
Definition Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle of
identification and development, implementation and evaluation and reporting; understanding the context of projects and contracts and their
contribution to British Council purpose.
Page 13 of 21
Area of Responsibility Level 1 Level 2 Level 3
Tendering and Understands basic contracting Leads in developing, negotiating and Manages the tendering process to
procurement terminology and uses this managing pre-contract agreements, corporate and external standards
appropriately contracts and Service Level across a portfolio of projects.
Application of tendering
Agreements with individuals,
process (competitive and Has basic understanding of Negotiates and manages strategic
departments and organisations.
single source) to win tendering and procurement partnerships which enhance BC’s
business; procurement of procedures Designs appropriate tender reputation.
goods, services, internal/ documents. Manages the
Supports the procurement and Is responsible for and manages the
external resources to support procurement process to internal and
management of: project goods procurement process to secure
project delivery external client standards for specific
and services, and internal internal and external resources to
projects.
resources. corporate and external standards
Leads on the identification, across a portfolio of projects
procurement and management of
goods, services, and internal/
external resources (including
consultants, partners and suppliers).
Managing risk Demonstrates an understanding Undertakes business risk Responsible for risk and opportunity
of project risks and operating identification (technical and financial) identification and business
context, and adjusts planning and analysis for specific initiatives. assurance across a portfolio of
accordingly during Uses this to inform approach and projects.
implementation. manage risk.
BRMF Process Owner for project
related areas (as appropriate).
Page 14 of 21
Human Resource Management
Definition
HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining the
structure, numbers and skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and
performance managed in line with our policies and legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feel
motivated and confident about working creatively in a supportive and inspiring culture that is in line with our values and EO and Diversity.
Page 15 of 21
Area of Responsibility Level 1 Level 2 Level 3
Gives and receives feedback Working knowledge of HR policies Takes a lead in developing the
informing own and others’ and procedures relating to the capacity of others to apply Council
performance management of staff standards in key HR areas such as
recruitment, induction, performance
Awareness of the relevant HR management, EO and Diversity.
and health & safety policies and
procedures that affect people and Ensures Health & Safety guidelines
performance are adhered to, to mitigate risk within
the business
Page 16 of 21
Links to Job Families Links to Behavioural Competencies
7. HR Job family 10. Holding people accountable
11. Leading and developing others
12. Professional confidence
13. Intercultural competence
Page 17 of 21
Computer skills
Definition
To understand and use the Council’s IT systems in an effective manner
Page 18 of 21
Area of Level 1 Level 2 Level 3
Responsibility
able to report it to the appropriate person if Scan and adjust images
found Understand copyrights
Search for and start applications
Using Outlook Create, send, forward and reply to emails Use voting buttons on emails sent and Use tracking facilities and expiry dates
Send, open and save attachments received on email
In line with EO Set up out-of-office assistant messages Manage distribution lists Create/assign tasks and monitor task
and Diversity Manage own appointments and set progression
Able to recall email messages sent in error
legislation (e.g. reminders using the Calendar function. Know how to use outlook for email
reasonable Delete unwanted items merging
Set up own Calendar to allow at least
adjustments being Set up/ respond to meeting requests using read-only access to Calendar to a suitable Effectively use Outlook to manage and
made if needed) Calendar set of colleagues. file emails including writing email rules
Use and search the global address list Check for colleague’s availability using and managing alerts
including distribution lists and public folders Calendar. Apply and create categories to
Recognise SPAM and phishing attempts (e.g. Change views (reading pane, sorting, organise items
scams; chain letters) calendar, etc)
Use tracking facilities
Restore items accidentally deleted
Create, organize and manage message
folders
Create and maintain contacts
Using Word Identify, open, create and print Word files Be aware of and use BC templates Perform complex mail merges (Word
In line with EO Be aware of and use templates Create, modify and format standard tables into other applications)
and Diversity Use basic character and paragraph and borders Create document templates using
legislation (e.g. formatting (e.g. bold, bullets etc.) and styles Understand the principle of styles and styles
reasonable how to modify them Create and format complex diagrams
adjustments being Utilise spelling and grammar checking tools
Create and modify drawing objects and and graphics
made if needed) Change margins and paper orientation
diagrams (e.g. text boxes) Insert bookmarks, Table of Contents,
Insert images and symbols footnotes and endnotes
Perform basic mail-merge facilities (within
Change document views and modify word) Understand and use section and page
document options breaks
Use hyperlinks and bookmarks
Use, modify document properties Create/manipulate outlines styles for
Format and manipulate images in relation
to text numbering and bullets
Use automatic numbering facilities. Create/amend complex documents
using several levels of headings and
Create and update a Table of Contents sub-headings and handling indexes,
Page 19 of 21
Area of Level 1 Level 2 Level 3
Responsibility
Track and manage changes during editing tables and a cross-reference system
and reviewing as appropriate
Using Excel Understand and apply basic concepts and Create and format graphs and charts Troubleshoot problems
In line with EO terms used in Excel including the difference Handle complex tables sorting data and Summarise data using pivot tables
and Diversity between cells containing data and formulae repeating vertical/horizontal headings Link spreadsheets to other files and
legislation (e.g. Create, format, modify, sort, print and delete facilitating the consultation of the applications including formulas across
reasonable simple spreadsheets, selecting the print spreadsheet multiple sheets
adjustments being area and using the page-breakdown
made if needed) previous to fit the spreadsheet Import and export data to other
applications
Create formulas using simple mathematical
operators and functions Write and modify macros
Format spreadsheets using text colour, Understand and apply statistical
shading, borders analysis for creating complex formulae
Freeze, lock, hide spreadsheet ranges and Calculate using more complex
format for printing formulae (e.g. IF/AND/OR)
Track and manage changes on shared
workbooks
Create and manage scenarios and
‘what if’ data tables
Using Databases Understand and apply basic database Produce reports from tables and queries Identify areas for improvement for use
In line with EO concepts (e.g. navigate records) Perform more advanced queries using with existing databases
and Diversity Retrieve and search for information using the built-in query tool to search data and Know how to commission database
legislation (e.g. standard reports produce reports development according to business
reasonable Perform simple database queries to extract requirements
adjustments being or select records from the database
made if needed) according to specified criteria
Using Load and run PowerPoint presentations Apply various slide show animated effects Add audio-visual information to
PowerPoint Create and format basic presentations using Create, edit Master slide templates presentations including video clips
In line with EO pre-defined slide layouts Create a new template from scratch Create animated text and graphic
and Diversity Insert basic graphics (e.g. clipart) effects
legislation (e.g. Create images and charts within (and
Print slides and handouts in a variety of between) presentations Import and embed data from other
reasonable applications including Word and Excel
adjustments being paper layouts suitable to the target audience Demonstrate confidence in using the slide tables and hyperlinks
made if needed) Use a data projector for presentations master, handout master and notes master
Know how to store PowerPoint
presentations on the web.
Use the PowerPoint presentation
Page 20 of 21
Area of Level 1 Level 2 Level 3
Responsibility
feature to reduce large file size
presentations
Using Internet Know the difference between internal Able to access and use the BC intranet Use web casts (e.g. webinar)
Explorer (Intranet) and external (Internet) sites site Commission and manage internet
In line with EO Understand basic concepts and terms Refine searches using advanced pages and podcasts
and Diversity associated with using the Internet in line with searching mechanisms Create and use blogs, wikis and
legislation (e.g. general IT security standards Evaluate search results, assessing discussion forums
reasonable Use search engine tools to locate authority, authenticity, currency of website
adjustments being Use Obtree to create BC web pages
information of interest content
made if needed)
Able to bookmark and print web pages Understand copyright issues relating to
Able to add and organise favourites using web material
Be able to listen to or watch podcasts Save a web page as a file
E-Learning Register/enrol for online conferences, Understand the conventions of on line Moderate on-line discussions
In line with EO courses and other elearning events discussion forums (threading, replying, Commission and manage online
and Diversity Follow a course of instruction sorting, etc.) content
legislation Have a critical view of quality/delivery of Be aware of on-line etiquette (netiquette) Understand the functionality and
(reasonable online materials applicability of different on-line tools
adjustments being (wikis, blogs, VoIP, quizzes)
made if needed) Creating and editing a personal profile
Download/upload materials Adapt materials for an online audience
Page 21 of 21