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facilitate development of skills inherent in workplace
Some time ago, I was involved in the
development of a workplace competency program at my local
community college. In fact I learned many of my present
facilitation skills while engaged in this program, which
involved a focus on the skills and qualities that many employers
see as requisite for success in the modern workplace. We're not
talking specific technical skills, but those foundational skills
and qualities that enable success anywhere at any time.
We came up with about 16 competencies in cooperation with local
employers and with input from research done in this field by
various agencies. We discovered that these competencies really
represented life-mastery and that we as facilitators learned as
much or more as the students in our efforts to teach and model
I thought you might find a summary list of these competencies
useful in any work you might do with people seeking more
effectiveness in the workplace. We also identified a associated
performance criteria for each competency that I may include in
an upcoming book or booklet on workplace mastery, or how to
become a master worker. Please let me know if you have any
interest in this project.
SERVICE AND PUBLIC RELATIONS
- Maintains a
POSITIVE ATTITUDE in the workplace.
- Makes customers
priority ONE and understands how important this is for
long-term business success.
- Has good
telephone skills. Makes customers feel welcome over the
- Generally, has
good personal relationship skills. Gets along with people!
BASIC business concepts: capitalism, organizational
structures, customer relations, productivity & PROFIT!
- Understands how
these BASIC business principles contribute to short and
long-term business success.
- Treats the job
as their OWN business and knows how he/she contributes to
- Understands the
employee/employer relationship (i.e. "at will").
BASIC workplace requirements and house rules.
- Gets to work ON
TIME. Works the full required time, and is generally
appropriately for the job.
- Complies with
drug-free workplace policies.
- Practices good
grooming and personal hygiene.
- Maintains good
health practices for business productivity.
- Understands and
complies with relevant safety rules.
understands the zero tolerance rules regarding sexual
harassment in the workplace.
- Basic keyboard
and computer skills.
- Basic office
skills: capable of filing, organizing, etc.
- Keeps business
and personal matters separate.
- Clearly defines
the problem and its impact -- WHO and WHAT it effects.
- Identifies what
can be changed and what can't.
- Breaks down a
problem into components and prioritizes work.
- Researches the
history of the problem. Collects, organizes, analyzes data.
imaginative solutions and alternative solutions
- Asks for help
- Is proactive,
states problems and acts to solve them.
- Makes informed
performs obligations and duties (in spite of personal ups
- Capable of
assigned tasks efficiently using resources.
- Chooses a
course of action and accepts the consequences of that
- Accepts shared
responsibility for the total picture as well as individual
deadlines! Able to effectively carry a project to completion
by managing people, time, money & resources.
- Writes down
assignments and keeps checklists.
- Keeps some form
of calendar for recording important dates.
- Estimates time
to complete tasks, time available and task deadlines.
- Develops and
follows an effective schedule.
- Tracks progress
and adjusts schedule as necessary.
- Has a TEAM
attitude and is open to ideas, even if it's isn't THEIR
IDEA. Willing to compromise.
group dynamics, consensus building & facilitation.
- Is NOT
territorial, shares all resources with peers. Does NOT
encourage "cliques" or group division.
cooperates and works well as a part of a team--does FAIR
SHARE of the work.
positive input to group problem solving sessions.
willingness to share the workload in a group
DESIRE TO LEARN MORE
- Demonstrates a
desire to continually improve.
originates ideas and action items.
- Willing to take
on ADDITIONAL tasks. Speaks up when tasks are done, so other
tasks can be assigned.
- Open to new
ideas, and has ongoing interest to learn new techniques.
- Puts new ideas
and techniques to good
- Is capable of
performing the specific tasks that they CLAIMED they could
perform on their resume.
- Is honest,
fair, and respectful of others. Possesses deep-rooted value
- Puts moral or
ethical consideration ahead of personal gain.
- Keeps one's
word and follows through with commitments.
compliments the good work of others.
- Deals with
others directly regarding differences or misunderstandings,
with diplomacy and compassion.
capabilities of others and accepts them without comparing
them to pre-conceived standards.
- Displays common
courtesy, listens without interrupting, does not keep people
personal opinion from professional behavior.
- Accepting of
others regardless of sex, race, etc.
verbal instructions and is capable of interpreting basic
body language of speaker.
listening posture (good eye contact, receptive body
patiently and with acceptance -- suspends judgments.
- Gives and
receives feedback effectively.
- Uses perception
checking (Example: paraphrasing techniques).
- Takes good
notes recording the essence of the communication.
thoughts clearly and concisely. Organizes content
- Capable of
writing appropriate material (Example: letters, manuals,
reports, proposals, etc.).
- Researches and
uses resources effectively.
- Selects proper
format and style for audience/recipient.
information accurately and legibly.
- Uses correct
grammar, punctuation and spelling.
- Fills out forms
accurately and completely.
prepares material and adequately knows subject matter.
speaking to different levels as appropriate (knows the
- Presents ideas
in a logical fashion.
confidence and enthusiasm verbally.
- Good grammar,
vocabulary, pronunciation and enunciation.
- Uses a variety
of techniques to keep the audience's interest.
- Defuses hostile
situations. Resolves work related and personal differences
- Separates fact
from fiction. Gathers data in neutral mode.
- Sees the
conflict from both sides.
confidence, pride and belief in oneself-recognizes personal
contributions and accomplishments.
- Accepts and
understands constructive criticism.
- Recognizes the
symptoms and causes of stress.
- Balances work,
family and emotional needs using stress management
- Maintains self
control in stressful situations.
the thoughts and feelings of others.
- Maintains and
uses support network as needed.
week, read these competencies and choose one you feel could use
improvement in your work life and list three things you could do
to make progress. I'd love to hear you're perspectives and
experiences. Please email
your comments to us.
What skills or qualities of the "Master Worker" are
missing or should change from the above list?
us your input and we'll send the entire
collection to everyone who contributes.