Transcript W4W Manager Framework

Managers
All Staff
Working Together
Listening to People
Openness and Honesty
Aiming for Excellence
Caring and Supporting
Fairness
Managers
All Staff
WARWICKSHIRE VALUES
Working for Warwickshire – Managers’ Competency Framework
Managers’
Competencies
Behavioural Indicators
Knowledge and Skills
Suggested Learning and
Development
LEADERSHIP
• Is a role model who
demonstrates the Warwickshire
values
• Takes responsibility,
accountability and ownership of
the service
• Communicates a compelling
view of the future
• Implements corporate
decisions with energy and
commitment
• Demonstrates a positive
approach to work, leading by
example
• Takes measured risks and acts
decisively
• Has trust in employees’
capabilities and involves them
through effective delegation
• Recognises achievement and
celebrates success
• Drives the organisation to
confidently embrace change
• Maintains a resilience and
focus under pressure and
unexpected circumstances
• Manages time well to meet
competing priorities
• Adapts quickly and flexibly to
new demands and change
• Communication, written and
verbal
• Interpersonal
• Decision making
• Mentoring
• Coaching
• Delegating
• Inspiring
• Commercial skills
• Business analysis
• Networking
• Risk Management
• Presentation skills
• Political awareness
• Team working/building
• Talent management
• Managing change
• Developing resilience
• Time management
• Equality and Diversity
• Emotional intelligence, selfawareness, relationship
management
• Feedback
• Facilitation Skills
• Modern and Flexible working
Advice and Guidance
• Intranet Policies/Procedures
• WCC Values
Communicates clear strategic
direction with enthusiasm,
empowering others to take
action and recognising their
achievements
Self Assessment
Use in context of requirement of
role
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Consistently demonstrated
Menu
Development Opportunities
• WILMa
• Corporate Training Brochure
• Corporate Training Calendar
• Mindtools
Managers’
Competencies
Behavioural Indicators
LEADERSHIP
• Presents information, opinions
and decisions in a clear, concise
and convincing way
• Communicates with enthusiasm,
conveying messages in an
appropriate and timely manner
• Is politically and commercially
aware to identify opportunities or
risks, initiating appropriate service
response
• Demonstrates and encourages
open, flexible and innovative
thinking
Communicates clear
strategic direction with
enthusiasm empowering
others to take action and
recognising their
achievements
Knowledge and Skills
Menu
Suggested Learning and
Development
Managers’
Competencies
Behavioural Indicators
Knowledge and Skills
Suggested Learning and
Development
DELIVERING
SERVICES
• Works with partners to achieve
WCC objectives
• Delivers a service by
translating strategic objectives
into effective operational
actions
• Regularly reviews the progress
of work plans and projects and
takes positive action when
needed
• Recognises when decisions
need to be made and takes
realistic and practical actions
• Seeks and applies best
practice appropriately from
outside the organisation
• Continuously improves the way
services are delivered through
the effective use of innovation
and technology
• Makes best use of flexible
working arrangements to meet
the needs of the service
• Adopts commercial thinking
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Advice and Guidance
• Intranet Policies/Procedures
Translates organisational
strategy into realistic and
practical operation using best
practice and innovation to
meet customer needs.
Self Assessment
Use in context of
requirement of role
Rarely demonstrated
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Sometimes demonstrated
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Often demonstrated
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Consistently demonstrated
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Menu
Negotiating
Communication
Interpersonal
Problem solving
Decision making
Giving feedback
Innovation/creativity
Planning and organising
Collaborating
Social media
Project management
Marketing
ICT
Modern and flexible working
Facilitation Skills
Equality and Diversity
Commercial Skills
Development Opportunities
• WILMa
• Corporate Training Brochure
• Corporate Training Calendar
• Mindtools
Managers’
Competencies
Behavioural Indicators
Knowledge and Skills
Suggested Learning and
Development
SERVING
CUSTOMERS
• Responsible for implementing
WCC Customer Care Charter
and Standards
• Uses Customer Insight to
shape and improve services
• Challenges and seeks
improvement, even when levels
of satisfaction are high
• Reviews working methods to
implement effective change for
the benefit of the customer.
• Responsible for dealing with
customer engagements
effectively, reflecting individual
need
• Deals with enquiries decisively,
promptly and objectively
• Manages customer
expectations through effective
communication
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Advice and Guidance
• Intranet Policies/Procedures
• Customer Care Charter and
Standards
Takes positive action to
understand customer needs
and actively seeks feedback
to inform service improvement
within restraints of available
resource.
Self Assessment
Use in context of
Requirement of role
Rarely demonstrated
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Sometimes demonstrated
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Often demonstrated
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Consistently demonstrated
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Menu
Negotiating
Communication
Problem solving
Decision making
Assertiveness
Challenging
Giving feedback
Meeting skills
Innovation/creativity
Handling resistance
Objection handling
Dealing with conflict
Handling complaints
Planning and organising
Business analysis
Networking
Social media
Presentation skills
Marketing
Political awareness
Equality and Diversity
ICT
Modern and flexible working
Development Opportunities
• WILMa
• Corporate Training Brochure
• Corporate Training Calendar
• Mindtools
Managers’
Competencies
Behavioural Indicators
Knowledge and Skills
Suggested Learning and
Development
DEVELOPING
PEOPLE
• Recognises and harnesses
strengths in others to achieve
positive solutions
• Plans learning and
development to realise Return
on Investment
• Values the sharing of
knowledge and experience with
others and applies the learning
• Uses delegation as a
development tool to aid
succession planning and talent
management
• Uses recruitment and selection
as an opportunity to bring in
talent (skills, experience and
potential) to enhance and
improve services
• Respects confidentiality and
treats employees fairly
• Empowers and supports people
to work collaboratively across
organisational boundaries
• Holds regular 1:1 meetings with
employees and is available
when needed.
• Aligns and prioritises learning
and development with
organisational priorities
• Continually invests time to
develop teams and individuals
for their current and future roles
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Advice and Guidance
• Intranet Policies/Procedures
Actively identifies, manages
and develops the potential in
self and others in line with
organisational priorities.
Self Assessment
Use in context of
requirement of role
Rarely demonstrated
1
Sometimes demonstrated
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Often demonstrated
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Consistently demonstrated
4
Menu
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Facilitation
Negotiating
Communication
Interpersonal
Problem solving
Decision making
Assertiveness
Mentoring
Coaching
Delegating
Challenging
Motivating self and others
Giving feedback
Meeting skills
Handling resistance
Objection handling
Dealing with conflict
Planning and organising
Business planning
Team working/building
Performance management –
getting the best out of
people
Talent management
Managing change
Equality and Diversity
Emotion intelligence, selfawareness, relationship
management
Modern and flexible working
Recruitment and Selection
Development Opportunities
• WILMa
• Corporate Training Brochure
• Corporate Training Calendar
• Mindtools
Manager’s
Competencies
Behavioural Indicators
DEVELOPING
PEOPLE
• Seeks and acts on feedback to
create own development plan
• Gives effective feedback to
improve performance
• Manages people effectively to
meet service needs
• Demonstrates a coaching style
of leadership to improve
performance
Actively identifies, manages
and develops the potential in
self and others in line with
organisational priorities.
Knowledge and Skills
Menu
Suggested Learning and
Development
Managers’
Competencies
Behavioural Indicators
Knowledge and Skills
Suggested Learning and
Development
MANAGING
RESOURCES
• Plans and manages their
service within budget and
financial regulations.
• Understands and manages the
operational impact of strategic
changes on resources
• Plans resources and effectively
develops service and teams
• Takes positive action and
effectively negotiates
• Seeks ways to maximise
resources
• Identifies and manages the
cost of risk effectively
• Manages all projects and
service developments using
clear and appropriate project
management structures and
systems
• Understands the workload of
their team and redistributes
tasks when necessary.
• Uses management information
as an improvement tool
• Ensures a safe and healthy
working environment
• Minimises adverse effects of
workplace stress
• Complies with legislation and
corporate governance
arrangements
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Advice and Guidance
• Intranet Policies/Procedures
• WCC Health and Safety
Policy
• Information Management
• WCC Financial Regulations
Plans and manages resources
effectively in line with
organisational policies and
procedures to meet the
changing needs of customers.
Self Assessment
Use in context of requirement
of role
Rarely demonstrated
1
Sometimes demonstrated
2
Often demonstrated
Consistently demonstrated
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Menu
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Facilitation
Negotiating
Communication
Interpersonal
Problem solving
Decision making
Meeting skills
Innovation/creativity
Planning and organising
Business planning
Business analysis
Risk management
Financial skills
Report writing
Presentation skills
Project management
Performance management –
tracking performance
targets/opportunities for
investment
Time management
Managing stress
Equality and Diversity
ICT
Modern and flexible working
Development Opportunities
• WILMa
• Corporate Training Brochure
• Corporate Training Calendar
• Mindtools
Managers’
Competencies
Behavioural Indicators
MANAGING
RESOURCES
• Retains and manages
information according to
national and corporate
guidelines
Plans and manages resources
effectively in line with
organisational policies and
procedures to meet the
changing needs of customers.
Knowledge and Skills
Menu
Suggested Learning and
Development