Developing and Managing Relationships

This competency explores how well you work with others to meet mutual goals and objectives. It considers the extent to which you discover, understand and meet the needs of team members, internal and external customers. It shows how you build a foundation of trust.

[Note: the “other person” of a partnership referred to in all the behaviours may be an internal or external customer, a business colleague or any stakeholder; as a result this competency covers all the requirements of providing effective customer service]

Competencies

Developing and Managing Relationships

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Level1

Meeting Stated Needs

responds to other people’s stated needs and expectations; keeps others informed about progress; monitors satisfaction; addresses differences of opinion on an informal basis; takes responsibility for own actions, feelings and thoughts rather than blaming others

Current Competence
Desired Competence
No actions

Level2

Establishing Mutual Interest

probes and questions to learn about other people’s underlying needs and to ensure mutual understanding; regularly liaises and monitors satisfaction with the outcomes; is able to initiate and develop effective new relationships when appropriate; sought as a valuable team member

Current Competence
Desired Competence
No actions

Level3

Nurturing Relationships

seeks to identify and overcome any barriers that may hinder relationships; maintains informal and formal contact even when there are no current issues to be handled; seeks to understand the ideas, opinions and expertise of others; deals effectively with conflicting priorities when working with others; shows a natural inclination to confer with others

Current Competence
Desired Competence
No actions

Level4

Adding Value to Relationships

works to identify shared goals; creates situations which enable “win-win” outcomes; shows empathy and understanding in response to stated concerns; facilitates and enhances the various role relationships within teams; promotes groups working together through open discussion and encouraging others to express ideas

Current Competence
Desired Competence
No actions

Level5

Sustains Long - Term Partnerships

becomes personally involved in the decision-making processes of others and becomes a trusted advisor; is respected for developing an independent, objective opinion on the other person’s current and long-term needs, problems and opportunities; has a high reputation for trustworthiness; seeks to develop joint strategies which are distinctly more effective than either could develop independently

Current Competence
Desired Competence
No actions