Logical Fallacy

Topics: Customer, Decision making, Customer service Pages: 9 (3084 words) Published: December 5, 2013
Competency Definitions

AdaptabilityDemonstrates flexibility during periods of change or innovation. Easily transitions to revised goals, deadlines, or expectations as a result of organizational constraints or changes to objectives. Seeks out environments where routine and monotony are minimized. Assists in the management of organizational change. Building Partnerships Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals. Building TrustInteracting with others in a way that gives them confidence in one’s intentions and those of the organization. Change ManagementChampions change efforts, rallying support and eliminating or effectively minimizing individual and organizational sources of resistance. Communicates the need for change, explaining the logic behind it as well as a vision for what the organization can become. CoachingProviding timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem. Continuous ImprovementRemains abreast of changes and developments in the profession and keeps skills and knowledge up to date. Maintains an active interest in study, learning, and continuous self-development and improvement. Is never content with the status quo. Quickly assimilates new information, masters new tasks/techniques, and gets up to speed on new procedures and methods. Continuous LearningActively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. Cooperation/Concern for OthersActively cooperates with coworkers. Maintains a cooperative, team-oriented attitude. Is supportive of others at all levels in the organization. Willingly helps coworkers as needed. Is patient with others and values the differences between people. Remains tolerant of others, even when in disagreement. CoordinatingKeeps others, up and down the chain of command as well as laterally, informed of all pertinent information. Disseminates information internally. Supplies ongoing technical and informational support internally and externally. Intercedes with other parts of the company if necessary on behalf of department/function. Ensures inclusion of own group and other relevant groups in multi-functional activities.

Correcting Performance Problems
Provides specific, meaningful feedback pertaining to substandard performance, pointing out deficiencies as they occur and providing corrective guidance as appropriate. Takes immediate action on poor performance, confronting performance that falls below expectations. Tactfully and privately coaches employees on ways to close the gap between performance and expectations, remaining focused on improvement strategies versus shame and punishment. Customer Service OrientationActively strives to provide excellent customer service. Seeks to meet customer needs and demands. Remains calm and professional when dealing with customers. Reviews complaints from internal/external customers and takes action to remedy the complaint. Always treats the customer as if he/she were correct. DecisivenessPersonal confidence fuels decisiveness and empowers him/her to stay the course, remaining committed to a decision amidst controversy and doubt. Demonstrates the courage of his/her convictions, even when things at first are not going well. Almost never defers decisions upward. Avoids analysis paralysis by sticking to deadlines and limiting analysis to necessary and productive efforts. Delegating and DirectingConverts budgets and plans into specific assignments for self and work group. Delegates the authority to complete assignments and ensures that each person is working on the highest priority activity. Gives clear direction as to what needs to be done....
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