Behavior refers to a pattern of actions or conduct.
Behaviors are rarely broken down into mastery levels. Instead, they are typically evaluated in terms of consistent adherence to a set of behavioral standards. Lists of three to five behavioral standards are common.
Examples of behavioral competencies and associated standards include:
Customer Focus - builds and maintains customer satisfaction with the products and services offered by the organization.
- Focuses on the customer's business results, rather than own.
- Seeks customer feedback and ensures needs have been fully met.
- Delivers products and services when and where the customer needs them. Explores options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied.
Business Alignment - aligns the direction, products, services and performance of a business line with the rest of the organization.
- Integrates executive direction into every decision and consultation.
- Seeks to understand other programs in the department, including their services, deliverables, and measures.
- Advocates for and positively represents other programs and services when working with customers and stakeholders.