Skills_Dictionary--可口可乐公司员工培训发展政策.doc

SKILLS DICTRIONARY Page 1 of 32 Skills Dictionary 2001 SKILLS DICTRIONARY Page 2 of 32 Introduction The SKILLS DICTRIONARY was developed through the efforts of a number of business and functional units across The Coca Cola Company It is intended to provide a common language for the processes of people development selection interviewing and performance planning This version of the SKILLS DICTRIONARY includes examples of behaviors Typical key behaviors or actions associated with each dimension of a core competence A skill can be used to assess gaps for individuals and organizations The dimensions can also be used to establish hiring criteria develop selection guides and for development plans SKILLS DICTRIONARY Page 3 of 32 Table of Contents Core CompetenceDimensionPage Commitment to Development 5 Coaching 6 Providing Feedback 6 Developing Others 7 Developing Self 7 Commitment to Learning 8 Commitment to Excellence 9 Customer and Client Focus 10 Improvement Focus 10 Flexibility 10 Pro activity 11 Integrity and Ethics 11 Respect for Others 11 Teamwork 12 Collaboration 13 Team Participation 13 Team Leadership Facilitation 14 Valuing Differences 14 Conflict Resolution 15 Planning and Execution 16 Planning 17 Organizing 17 Thinking Strategically 17 Managing to Key Business Indicators 18 Results Focus Execution 18 Judgment 19 Risk Taking 19 Personal Management 19 Project Management 20 Process Management 20 Change Management 20 Influencing 21 Persuading 22 Motivating 22 Leading 23 Empowering Others 23 Negotiating 24 Acting Positive 24 SKILLS DICTRIONARY Page 4 of 32 Table of Contents Core CompetenceDimensionPage Communication 24 Listening 26 Probing 26 Speaking 26 Writing 27 Presentation 27 Consultation 27 Updating 28 Problem Solving 29 Creative Thinking 30 Use of Information and Data 30 Problem Solving 31 Evaluation 31 System Thinking 32 Analytical Thinking 32 Knowledge of the Business Professional and Technical Skills Motivational Fit SKILLS DICTRIONARY Page 5 of 32 Commitment to Development Commitment to Development Actively works on building both current and future capabilities of self and others Coaching Providing Feedback Developing Others Developing Self Commitment to Learning SKILLS DICTRIONARY Page 6 of 32 Commitment to Development COACHING Facilitates learning and provides guidance to learn how to achieve results and build capability for the future Examples of Key Actions Asks non judgmental questions and creates awarenes about critical variables within a job Communicates the importance of establishing performance goals Involves others in identifying performance goals Key Result Areas and performance expectations Encourages other s self confidence in meeting a challenge or solving a problem Creates an environment for discovery to occur Encourages others to determine the best solution or techniques for themselves Demonstrates trust in others to do what is right PROVIDING FEEDBACK Provides timely clear constructive and consistent information both positive and for improvement to others regarding results and the effects of their actions so that it is heard and accepted by the person or group receiving it Example of Key Actions Clarifies behaviors necessary to achieve performance goals Uses a systematic method of observation for performance evaluation Provides timely feedback on performance Evaluates performance against established performance expectations SKILLS DICTRIONARY Page 7 of 32 Commitment to Development DEVELOPING OTHERS Provides assistance support direction and challenging assignments to others to help them learn perform better and deal more effectively with problems or opportunities facing them Example of Key Actions Reinforces behaviors that indicate progress towards goal Creates opportunities to apply new skills Mutually identifies developmental needs and opportunities Discusses and agrees on developmental goals Agrees on tasks projects to meet developmental goals Minimizes barriers to development DEVELOPING SELF Is aware of one s own values needs interests motivations competencies and behavior is aware of the effect of personal behavior on others Seeks feedback and additional information resources and tools to enhance performance Examples of Key Actions Seeks opportunities for further development of skills Volunteers for developmental assignments projects Stays abreast of current trends in area of expertise Seeks feedback on development areas Establishes developmental goals for self SKILLS DICTRIONARY Page 8 of 32 Commitment to Development COMMITMENT TO LEARNING Approaches work as a continuous learning opportunity continuously upgrades own skills and work Changes behavior in response to feedback and experience Example of Key Actions Seeks to identify and adopt new ways of doing things Seeks opportunities to further develop skills Encourages and supports others in their efforts to further develop themselves Establishes developmental goals for self Applies new knowledge or skills Acquires skill by observing others SKILLS DICTRIONARY Page 9 of 32 Commitment to Excellence Commitment to Excellence Demonstrates personal work habits and ways to approach work that support organizational values that exemplify the way the organization wants to conduct business and that help ensure personal and professional success Customer and Client Focus Improvement Focus Flexibility Pro activity Integrity and Ethics Respect for Others SKILLS DICTRIONARY Page 10 of 32 Commitment to Excellence CUSTOMER AND CLIENT FOCUS Values customers and clients meets or exceeds customer and client requirements consistent with business priorities Examples of Key Actions Clarifies customer s need Enlists the help of others to meet customer s need Takes responsibility for action Listens and emphasizes Meets or exceeds the need Confirms satisfaction Anticipates customers needs and responds quickly and accurately Is patient and understanding with customers who make unreasonable demands IMPROVEMENT FOCUS Constantly seeks to improve and enhance products processes and services Examples of Key Actions Generates ideas for improvements Sets high performance standards Emphasizes high standards for others Dissatisfied with substandard performance Seeks opportunities for self improvements FLEXIBILITY Adapts behavior and approaches in dealing with changing situations and people is open minded and adjusts priorities in response to unanticipated events Functions effectively in ambiguous situations Examples of Key Actions Adjusts approach to match Adapts to changing policies or procedures Changes priorities to meet changing demands Adjusts behavior toward people of different cultures or backgrounds Adjusts quickly to new responsibilities or tasks SKILLS DICTRIONARY Page 11 of 32 Commitment to Excellence PRO ACTIVITY Anticipates trends situations or changing market conditions Takes appropriate action on a timely basis Examples of Key Actions Solves problems without being asked Takes advantage of opportunities without being asked Generates ideas for improvement Takes actions to achieve goals beyond what is required Does more than is required INTEGRITY AND ETHICS Acts with integrity to support the goals of the Company focuses on doing the right thing and does not sacrifice long term integrity or viability to deal with short term pressures Examples of Key Actions Shares complete and accurate information Maintains confidentiality Adheres to policies and regulations Meets personal commitments and promises Represents the organization s capabilities accurately RESPECT FOR OTHERS Treats everyone with appropriate dignity and respect Examples of Key Actions Maintains and enhances self esteem Listens and responds with empathy Acknowledges others Demonstrates an understanding of others needs or position Shares thoughts feelings and rationale SKILLS DICTRIONARY Page 12 of 32 Teamwork Teamwork Works collaboratively with others as appropriate to accomplish goals and objectives builds and maintains constructive partnerships Collaboration Team Participation Team Leadership Valuing Differences Conflict Resolution SKILLS DICTRIONARY Page 13 of 32 Teamwork COLLABORATION Works effectively with others inside and outside the lines of formal authority to accomplish organizational goals and to identify and resolve problems Uses cross functional resources for optimal solutions and commitment Examples of Key Actions Maintains or enhances self esteem Supports group decisions Shares credit for good ideas or accomplishments Addresses conflicts within the group Works cooperatively with peers or team members Shares information ideas and suggestions Volunteers ideas and help TEAM PARTICIPATION Works well and cooperates with others to produce quality work approaches issues and problems through teamwork and collaborative efforts is openly involved and openly participates in the team is committed to team decisions Examples of Key Actions Participates proactively Volunteers ideas and help Builds on others ideas Exchanges information freely Supports team decisions Puts team goals ahead of individual or own goals Asks for help and encourages involvement SKILLS DICTRIONARY Page 14 of 32 Teamwork TEAM LEADERSHIP FACILITATION Provides direction support reinforcement and coaching to create a high commitment high performing work team facilitates meeting effectively to achieve goals Examples of Key Actions Makes procedural suggestions Follows a logical sequence in running a meeting Solicits ideas or suggestions in meetings Summarizes agreements reached on issues or concerns Intervenes during a meeting to settle disagreements or interpersonal problems among others or peers Anticipates roadblocks and develops strategies to overcome them Ensures that all voices are heard and understood Checks for understanding and agreement Asks for help and encourages involvement Maintains and enhances self esteem VALUING DIFFERENCES Knows the customs and beliefs of various groups or cultures racial social political religious in the organization its community or its markets understands how these differences affect performance and manages interactions accordingly communicates effectively with people whose gender language dialect or customs are different from own Examples of Key Actions Seeks different points of view to solve a problem Demonstrates an understanding of other s needs or position Listens and responds with empathy Seeks the contributions ideas input and suggestions Acknowledges others Considers cultural or regional differences when designing programs Maintains or enhances self esteem SKILLS DICTRIONARY Page 15 of 32 Teamwork CONFLICT RESOLUTION Brings conflict into the open and works to resolve it when necessary to enhance the effectiveness of working relationships or the quality of decisions Example of Key Actions Proactively raises issues for resolution Checks for understanding and agreement Seeks alternative solutions Makes procedural suggestions Listens and responds with empathy Asks for help and encourages involvement SKILLS DICTRIONARY Page 16 of 32 Planning and Execution Planning and Execution Organizing resources and work to effectively and efficiently accomplish individual team and organizational goals Planning Organizing Thinking Strategically Managing to Key Business Indicators Results Focus Judgment Risk Taking Personal Management Project Management Process Management Change Management SKILLS DICTRIONARY Page 17 of 32 Planning and Execution PLANNING Develops an overall Plan of action and sets appropriate goals taking into account both immediate and future needs re plans as necessary to fit plans into the context of Company business strategies and priorities Example of Key Actions Estimates times and schedules activities Uses planning tools for scheduling Adjusts work assignments or schedules Prepares plans and timetables for projects Sets objectives Plans ahead to ensure resources are available Establishes priorities ORGANIZING Prioritizes coordinates and organizes resources and people in efficient and effective ways to accomplish larger strategies and goals Examples of Key Actions Organizes work based on available resources Assigns priorities Identifies and allocates resources Schedules work with other departments or areas Target assignments to appropriate individuals THINKING STRATEGICALLY Sees the big picture and helps set the vision by creating a longer range perspective on problems decisions situations and events plans so as to position and align organizational strengths and weaknesses with plans Example of Key Actions Defines a desired future state Understands and communicates the big picture Anticipates expansion opportunities or emerging markets Takes a broad long term view of business SKILLS DICTRIONARY Page 18 of 32 Planning and Execution MANAGING TO KEY BUSINESS INDICATORS Sets goals and identifies effective measurements with individuals or teams to monitor and provide feedback on progress does so in a manner that is timely enough to make course corrections Examples of Key Actions Establishes systems to monitor performance Meets with others to review project status Collects and reviews performance reports Obtains feedback on results RESULTS FOCUS EXECUTION Takes responsibilities for ensuring that work is completed within specified time and quality parameter follows through to ensure that customer client and profitable requirements are met even when faced with obstacles or delays Examples of Key Actions Monitors productivity and performance Confirms that actions have been taken Contacts others to review progress and share information Establishes follow up dates Collects and reviews reports Reviews organization report or documents to stay informed SKILLS DICTRIONARY Page 19 of 32 Planning and Execution JUDGMENT Generates options and chooses actions that takes facts resources constraints and organizational values into consideration does so in a timely fashion even in ambiguous situations Examples of Key Actions Defines decision criteria Considers alternatives Considers all pertinent data Considers short and long term impact of alternatives Informs others when necessary Commits to most appropriate action Anticipates the consequences RISK TAKING Chooses options that appropriately balance the potential for gain and the risk of loss to reach desired results Makes decisions like an owner of the business Example of Key Actions Makes decisions when outcome is unclear Takes actions that others might avoid Makes decisions with potential negative consequences Considers pros and cons before making decisions Considers risks involved with various courses of action Challenges the status quo when convinced it is no longer appropriate PERSONAL MANAGEMENT Effectively manages time as a resources gives balanced attention to appropriate long and short term priorities Example of Key Actions Sets priorities for self Estimates times and schedules activities Uses planning tools e g calendar files charts Adjusts personal schedule to changing priorities Schedules time for long term issues and planning SKILLS DICTRIONARY Page 20 of 32 Planning and Execution PROJECT MANAGEMENT Understands and uses effective tools and techniques to plan secure resources for manage assess and ensure the progress and ultimate completion of designated projects Examples of Key Actions Establishes schedules Establishes system to monitor work progress Identifies and secures resources Establish follow up dates Meets with others to review project status PROCESS MANAGEMENT Identifies existing processes to provide more efficient ways to accomplish goals and meet customer and client requirements continuously improves the processes though regular assessment and adjustment may use tools such as process mapping or activity based costing Examples of Key Actions Examines process work flow Decreases cycle time and minimizes hand offs Identifies effective processes to accomplish goals Establishes and monitors processes CHANGE MANAGEMENT Understands and uses processes for effectively planning monitoring and implementing change involves those who will be affected in planning and implementing the change obtains appropriate sponsorship Examples of Key Actions Establishes plans for change efforts Communicates vision of the change to others Involves others in the planning and implementation process Defines and communicates responsibilities and time frames Coordinates and supports necessary resources Minimizes interference with change process Establishes system to monitor implementation SKILLS DICTRIONARY Page 21 of 32 Influencing Influencing Presents ideas and suggestions in ways that influence the beliefs and decisions of others and inspire them to action establishes appropriate performance expectations of others Persuading Motivating Leading Empowering Others Negotiating Acting Positively SKILLS DICTRIONARY Page 22 of 32 Influencing PERSUADING Gains the cooperation and commitment of others to take action Examples of Key Actions Determines needs and decision criteria Selects approach appropriate too situation Demonstrates how recommendations products or services meets the needs Determines nature of objections and responds appropriately Gains commitment to recommended actions Presents compelling arguments to support positions MOTIVATING Understands how individuals and groups behave learn and are motivated stimulates others to take actions or make progress toward a goal uses rewards recognition and positive reinforcement effectively to sustain high levels of performance Examples of Key Actions Asks for and gains commitment to action Develops enthusiasm for a task or project Inspires people toward goal achievement Gives credit for ideas and suggestions Expresses appreciation for the efforts of others SKILLS DICTRIONARY Page 23 of 32 Influencing LEADING Creates desired changes by helping others see and feel how things an be different and better establishes performance expectations of others needed to br