Core Competency Library

McLean & Company has defined core competencies that can be used across many organizations. Use this template to learn about
core competencies in order to develop your organization's own core competency framework.

Proficiency levels for each competency can be defined as follows:

Level 1 = Foundational: Baseline behaviors.

Level 2 = Capable: Practical application of the behaviors.
Level 3 = Inspirational: Role models, coaches, and influences demonstration of the behaviors.
Level 4 = Transformational: Envisions and innovates the next generation of the behaviors.

Tab 2. Core Competency Framework: Familiarize yourself with McLean & Company's core competencies, which are applicable to
any organization. Learn their definitions and the behavior-based proficiencies associated with each competency. Use this as a
reference tool for all core competency related initiatives.

For acceptable use of this tool, refer to McLean & Company's Terms of Use. These documents are intended to supply general
information only, not specific professional or personal advice, and are not intended to be used as a substitute for any kind of
professional advice. Use this document either in whole or in part as a basis and guide for document creation. To customize this
document with corporate marks and titles, simply replace the McLean & Company information in the Header and Footer fields of
this document.
Core Competency Framework
McLean & Company defines core competencies that suit most organizations. Select 3-5 competencies to include as your organization's core competencies. Be sure that the core competencies align with your organization's corporate values. You can chose to modify any elements of this
framework to define competencies more specific to your organization.

Ensure that each competency is defined by behaviors from Level 1 through Level 4. Each level should be inclusive of the levels below it. For example, a person demonstrating level-two proficiency is also expected to demonstrate level-one proficiency.

Competency Definition Level 1 Level 2 Level 3 Level 4

• Makes decisions and acts in a manner that is congruent with the

• Inspires others to act in a manner that models the organization's mission, • Actively engages in setting the organization's mission, vision, and values.
• Demonstrates a basic knowledge of the organization's mission, vision, organization's mission, vision, and values; supports peer decisions that
vision, and values. • Demonstrates expert insight into the organization's risks and opportunities within the
and values. are internally consistent.
• Demonstrates knowledge of the organization's risk and opportunities within competitive environment.
• Demonstrates knowledge of the organization's primary competitors. • Demonstrates knowledge of the organization's standing in the
the competitive environment. • Establishes the competitive value of all of the organization's products and services, and
• Describes the organization's core products and services. competitive environment.
Contributes to the organization by • Improves the competitive value of the organization's core products and sets new directions for product and service development.
• Understands department's core functions and capabilities. • Understands the competitive value of the organization's core products
Organizational understanding and aligning actions with services. • Politically aware and can identify key players internally and externally.
• Understands how the job contributes to departmental goals and key and services.
Awareness the organization's goals, core functions, • Demonstrates knowledge of the organization's capacities and constraints. • Internally sets policies and standards. Externally influences policies and regulations that
performance indicators. • Understands the organization's core functions and capabilities.
needs, and values. • Understands how different roles within the organization contribute to attaining govern the industry.
• Complies with basic organizational policies and regulations. • Understands how their job contributes to organizational goals and key
organizational goals and key performance indicators. • Looks beyond stated organizational goals to develop people practices that support both
• Demonstrates knowledge of the strategic direction of the organization. performance indicators.
• Internally influences development and enforcement of policies and standards. the people and the goals.
• Acts in a manner that is consistent with the organization's goals, core • Models and champions organizational policies and regulations.
• Influences, supports, and communicates the strategic direction of the • Adapts the organization's goals, core functions, and values with industry changes to
functions, and values. • Demonstrates understanding of the strategic direction of the
organization. ensure the organization's offering is consistent with target market needs.
organization.

• Assesses and addresses underlying internal and external customer needs

beyond those originally expressed. • Anticipates future internal and external customer needs and incorporates them into goal
• Responsive to internal and external customer requests. • Applies knowledge about the customer to inform decision making and • Identifies and implements best practices and solutions to improve customer setting, products, and services.
Prioritizes and takes action on the needs • Actively listens and asks questions to determine customer needs. problem solving. service. • Identifies new opportunities for developing new internal and external customer bases.
of both internal and external customers. • Addresses internal and external customer inquiries promptly. • Strives to provide additional value to the customer experience. • Designs processes with the customer experience top of mind. • Prioritizes and continuously communicates the importance of exceptional customer
Customer Focus Designs and delivers products and • Keeps customers up to date and well informed. • Actively solicits internal and external customer feedback in order to • Implements systems to record and analyze customer feedback and the service.
services with the customer experience top • Brings forward internal and external customer service incidents and improve business relationships. overall customer experience. • Forms strategic relationships with other organizations in order to improve the customer
of mind. concerns. • Suggests ways to improve the customer experience. • Coaches employees on how to manage and build internal and external experience.
• Takes pride in delivering high-quality service. • Collaborates with colleagues to deliver high-quality service. customer relationships. • Fosters a service orientation in the organization's management team.
• Creates an environment where employees are empowered to put customers • Designs processes with the customer experience top of mind.
first.

• Clearly outlines and communicates performance expectations and metrics to

staff, aligning them with departmental and organizational goals. • Establishes and communicates organizational performance goals and metrics to the
• Prioritizes and distributes work to deliver objectives on time and to the • Recognizes and rewards good performance and addresses poor management team.
• Meets performance expectations associated with the role. highest standard. performance in a timely manner. • Acts as an accountability role model.
• Prioritizes work to deliver objectives on time and to the highest • Recommends additional resources and helps others access resources • Inspires the department to meet stretch goals. • Approves resources required to achieve objectives.
standard. to support goal achievement. • Ensures appropriate resources are available to achieve objectives. • Sets organizational financial goals and approves budgets, expenditures, and investments
Invests time in upfront planning to achieve • Follows direction and seeks clarification when required. • Identifies opportunities to improve the effectiveness and efficiency of • Proposes defensible departmental budgets and works to control expenditures in accordance with those goals.
organizational goals and objectives while • Brings forward any obstacles or challenges to work completion in a work processes. in accordance with organizational financial goals. • Prioritizes operational effectiveness and highlights the importance of using the
Planning and
meeting quality standards, following the timely manner so deadlines continue to be met. • Contributes to setting work priorities and direction, supporting the team • Ensures policies, procedures, and measures are in place to support organization's strategic plan to set operational priorities.
Results Orientation
appropriate processes, and demonstrating • Manages own time and follows through on commitments, using the in achieving goals and objectives. achievement of objectives. • Stays current on competitive landscape and identifies threats to achieving organizational
continuous commitment. resources available to them. • Identifies in advance when intended results may not be achieved and • Invests time in planning, discovery, and reflection to drive better decisions or departmental goals.
• Has high expectations of self and others to meet goals and objectives. develops a plan to address gaps. about department priorities that are free from bias. • Pushes the organization to higher standards of performance.
• Adheres to and investigates issues that interfere with organizational • Takes initiative and is not satisfied with the status quo. • Recognizes and rewards good performance and addresses poor performance in a timely
processes, policies, and compliance requirements. • Actively participates in project team meetings and is involved in • Identifies in advance when intended results may not be achieved and manner.
developing individual and team project plans. develops a plan to address gaps. • Invests time in planning, discovery, and reflection to drive better decisions about
• Prioritizes and distributes work to deliver objectives on time and to the organizational priorities that are free from bias.
highest standard.
 • Establishes and maintains relationships with other members across multiple
divisions within the organization.
• Builds and maintains strategic alliances with all business units in the organization and
• Asks questions to identify shared interests, experiences, or other • Recognizes the business concerns and perspectives of others and • Proactively develops relationships with peers, clients, employees, and
works together to achieve business goals.
common ground. works in a manner that is mutually beneficial. leaders of the organization.
• Fosters a culture that supports intra-departmental relationships throughout the
Develops internal and external trusting, • Shows an interest in what others have to say; acknowledges their • Consistently communicates and shares information with others. • Acts as a network broker by identifying when to trigger a connection between
organization to break down silos and barriers.
Relationship professional relationships. Purposefully perspectives and ideas. • Interacts effectively with people of diverse backgrounds. people rather than just passing on information.
• Develops professional connections with associates or customers, and effectively and
Building develops networks to build value through • Expresses gratitude and appreciation to others who have provided • Establishes a reputation as a neutral, approachable professional within • Builds support through impact and influence.
appropriately uses the relationships to expand business network or achieve work-related
collaboration. information, assistance, or support. the department, across business units, and with external contacts. • Values good ideas, regardless of the source.
goals.
• Takes time to get to know co-workers and the work they do. • Develops networks within the organization to enable the achievement of • Identifies opportunities to increase efficiencies with external stakeholders and
• Uses deep understanding of their network to establish and activate connections between
• Begins to build relationships with employees in other departments. their own and others' work-related goals. better meet their needs.
people in order to create value and make the organization stronger.
• Enables an environment where others feel empowered to step forward to
take on a leadership role when appropriate.

• Fosters team camaraderie, collaboration, and cohesion.

• Understands the impact of one's actions on the ability of team members • Creates a culture of collaboration among teams, departments, external business partners,
• Understands role on the team and the associated responsibilities and to do their jobs. • Demonstrates ownership and accountability for team/department outcomes. and all employee levels.
accountabilities. • Respects the differences other team members bring to the table by • Motivates the team towards achieving goals and exceeding expectations. • Breaks down silos to achieve inter-departmental collaboration.
Capable of working well with others both • Treats team members with respect. openly seeking others' opinions. • Reaches out to other teams and departments to build collaborative, cross- • Demonstrates ownership and accountability for team/department/organizational outcomes.
on the team and cross-functionally to • Contributes to team decisions and to the achievement of team goals • Helps the team accomplish goals and objectives by breaking down functional relationships. • Uses an inclusive and consultative approach in setting team goals and objectives, and
achieve individual goals, team goals, and objectives. shared goals into smaller tasks. • Creates a culture of collaboration that leverages team members' strengths, making team decisions.
Teamwork and
department goals, and/or organizational • Demonstrates a positive attitude. • Approaches challenging team situations with optimism and an open even when the team is remote or virtual. • Coaches managers on how to identify and proactively mitigate potential points of team
Collaboration
goals. Values diverse perspectives and mind, focusing on coming to a respectful conclusion. • Leads initiatives to improve team engagement and effectiveness. conflict.
working with others as a way to achieve • Works cross-functionally to achieve common goals and to support the • Makes suggestions to improve team engagement and effectiveness. • Builds consensus to make and implement team decisions, often navigating • Recognizes and rewards teamwork throughout the organization.
the best output possible. achievement of other team/department's goals. • Supports implementation of team decisions. through challenging task or interpersonal obstacles.
• Values working in a diverse team and understands the importance of • Professionally gives and seeks feedback in order to achieve common • Values leading a diverse team and understands the importance of differing • Provides the tools and resources necessary for teams to succeed.
differing perspectives to develop unique solutions or ideas. goals. perspectives to develop unique solutions or ideas. • Values diverse teams and understands the importance of differing perspectives to develop
• Values working in a diverse team and understands the importance of unique solutions or ideas.
differing perspectives to develop unique solutions or ideas.

• Seeks information and input to fully understand the cause of problems.

• Demonstrates broad knowledge of information sources that can be used to
• Takes action to remove obstacles and address problems before they • Prioritizes objective and ambiguous information, and analyzes this when making decisions.
assess problems and make decisions.
• Alerts others to possible problems in a timely manner. impact performance and results. • Solicits a diverse range of opinions and perspectives as inputs to decision making.
Uses critical thinking to evaluate • Invests time in planning, discovery, and reflection to drive better decisions.
• Seeks appropriate support to solve problems. • Initiates the evaluation of possible solutions to problems. • Applies frameworks to decision making, particularly in situations that have little base in
problems, gather information, understand • Effectively leverages hard data as inputs to making decisions.
• Actively contributes to the creation and evaluation of possible solutions. • Makes effective decisions about work task prioritization. prior experience.
causes, and identify best possible • Garners insight from abstract data and makes appropriate decisions.
Problem Solving and • Acts on solutions selected and decisions made as directed. • Appropriately assesses risks before making a decision. • Makes effective decisions about organizational priorities.
solutions. Invests time in planning, • Coaches others in effective decision-making practices.
Decision Making • Makes effective decisions about how to complete work tasks. • Effectively navigates through ambiguity, using multiple data points to • Holds others accountable for their decisions and consequences.
discovery, and reflection to drive better • Delegates authority to solve problems and make decisions.
• Demonstrates the capability of breaking down concrete issues into analyze issues and identify trends. • Creates a culture of empowerment and trust to facilitate effective problem solving and
decisions and more efficient
parts and synthesizing information succinctly. • Does not jump to conclusions. decision making.
implementations. • Thinks several steps ahead in deciding best course of action, anticipating
• Collects and analyzes information from a variety of sources. • Draws logical conclusions and provides opinions and recommendations • Makes sound decisions that have organization-wide consequences and that influence
likely outcomes, risks, or implications.
with confidence. future direction.
• Establishes metrics to aid in decision making, for self and teams.
• Takes ownership over decisions and their consequences.

• Identifies changes in the internal and external environment that may • Identifies changes in the internal and external environment that may impact
impact the organization in the short term. the organization in the medium to long term. • Identifies changes in the internal and external environment that may impact the
• Engages in departmental discussions to improve processes and • Questions common practice and contributes to improvement of • Creates an environment that encourages individuals to champion organization in the long term.
Thinks beyond the confines of traditional
outputs. processes and outputs. improvements to processes and outputs. • Prioritizes and encourages innovation across the organization.
Creativity and models to recognize opportunities and
• Open to new ideas and ways of doing things. • Proposes novel ideas. • Synthesizes ideas and insights. • Sees the potential of innovation before others can articulate it.
Innovation find new and better ways of doing things.
• Generates and shares new ideas and approaches. • Uses appropriate brainstorming techniques to generate ideas. • Researches and seeks out experts to identify potential opportunities. • Open to radically new ways of doing things.
Encourages experimentation and accepts
• Participates in discussions about what led to the success or failure of • Researches current thinking and shares ideas. • Recognizes and rewards creativity and innovation. • Establishes a culture of analyzing and learning from both successes and failures across
failure as a driver of innovation.
new approaches or ideas. • Explores alternatives that would achieve a similar output, with the goal • Empowers employees to champion process and output improvements. the organization.
of achieving process simplification or efficiencies. • Ingrains a practice of analyzing and learning from both successes and • Shares innovations and ideas with the business and industry at large, when appropriate.
• Seeks to learn from both successes and failures. failures within the department.
 • Coaches leaders on change management and activities, identifying best
• Cultivates and embodies a culture that views uncertainty as an opportunity and supports
• Actively communicates and advocates the advantages of change and practices.
change and innovation.
Adjusts thinking and behavior to resiliently • Able to make decisions when faced with uncertainty. how it will affect current practice. • Ensures others are supported in adapting to change.
• Collaborates across the organization on change initiatives.
face change, and uses experience to fuel • Able to work effectively in a changing environment. • Shares constructive coping strategies with team members. • Listens and responds to feedback regarding change and uncertainty.
• Develops and manages change management strategies for major organizational change.
Managing Through growth. Embraces failure as a learning • Open to and respects new ideas. • Acknowledges uncertainty and accepts that change is constant.
• Leads and champions change in the organization. Acts as a role model.
Change and opportunity for themselves and others. • Open to changing processes, practices, and direction. • Identifies and brings forward obstacles to change. • Anticipates and mitigates obstacles, risks, and business disruptions caused
• Anticipates and mitigates obstacles, risks, and business disruptions caused by change
Uncertainty Enables the process of change and • Readily adapts to change and uncertainty. • Follows, implements, and communicates change management by change initiatives.
initiatives.
transition while helping others deal with • Participates in initiatives designed to prepare for change. strategies and plans. • Plans, implements, and communicates change initiatives.
• Personally communicates a clear vision and strategy for the change and its impact.
the effects of change. • Leverages change management best practices. • Presents the business need for change in positive, but realistic terms.
• Continuously seeks to advance knowledge and best practices in change management.
• Readily adapts to change and uncertainty. • Assesses change impacts and adjusts plans as necessary.
• Readily adapts to change and uncertainty.
• Readily adapts to change and uncertainty.

• Successfully negotiates with internal and external groups to facilitate

decisions. • Consistently uses effective negotiation techniques to gain consensus with others when
• Develops a specific negotiation strategy and adapts it to changing representing the organization, including in high-risk situations.
• Effectively employs a variety of negotiation techniques, allowing differing
circumstances. • Negotiates complex, innovative, or contentious issues (e.g. acquisitions, policies, and
• Effectively employs techniques that facilitate win-win outcomes and parties to reach mutually agreeable solutions.
• Listens, questions, and challenges others’ proposals without damaging complex business contracts) to generate significant business opportunities for the
agreements. • Works from facts and a strong knowledge base.
relationships. organization.
• Articulates key needs and interests clearly. • Builds consensus with differing interests and opinions to solve problems
Negotiates in a manner that results in • Identifies when it's appropriate to be assertive and when to compromise • Uses complex negotiation strategies to uncover new options or opportunities for the
• Listens to others’ points of view with an open mind and tries to relate to or make decisions.
positive business outcomes, while without ceding on key needs. organization.
Negotiation their experience. • Successfully negotiates with internal groups to facilitate partnerships.
maintaining strong relations with the other • Recognizes common needs and interests to develop win-win outcomes. • Listens, questions, and challenges others’ proposals without damaging relationships.
• Seeks to develop trust and maintain positive relationships. • Effectively works with external groups, understanding the needs and
party. • Negotiates with external clients and vendors and manages relationships and • Coaches peers and direct reports on how to effectively negotiate.
• Gathers information to support successful business negotiations. interests of others in the negotiation process.
outcomes. • Assumes full responsibility for negotiation outcomes and meeting deadlines for decisions
• Identifies key stakeholders in negotiation processes and serves as the • Changes negotiations or communications approach based on
• Coaches peers and direct reports on how to effectively negotiate. or solutions.
first point of contact for basic negotiation enquiries. anticipated responses from others.
• Assumes full responsibility for negotiation outcomes and meeting deadlines • Uses trust and accountability to develop and maintain long-term relationships.
• Seeks to develop trust and maintain positive relationships.
for decisions or solutions. • Understands environmental factors that may impact the negotiation process and uses it to
• Uses trust and accountability to develop and maintain long-term the advantage of the organization.
relationships.

• Seeks to understand others' points of view, looking at verbal and non-

• Actively listens, learns through observation, and uses clear and precise
verbal cues to encourage open and honest discussions. • Ensures effective communication takes place at the departmental level. • Sets and exemplifies standards for respectful and effective communications in the
language.
• Invites and encourages others to participate in discussions. • Engages stakeholders using appropriate communication methods to achieve organization.
• Possesses an open and approachable demeanor, with a positive and
Effectively and appropriately interacts with • Projects a sincere and genuine tone. Remains calm when dealing with desired outcomes. • Comfortably delivers strategic messages supporting their function and the organization at
constructive tone.
others to build relationships, influence others who are upset or angry. • Creates opportunities and forums for discussion and idea sharing. the enterprise level.
• Demonstrates interest in the thoughts and feelings of others.
others, and facilitate the sharing of ideas • Provides and seeks support to improve communication. • Demonstrates understanding of the feelings, motivations, and perspectives of • Communicates with senior-level executives on complex organizational issues.
• Considers potential responses of others before speaking or acting.
Communication and information. Uses tact and diplomacy • Does not jump to conclusions or act on assumptions. others, while adapting communications to anticipated reactions. • Promotes inter-departmental communication and transparency.
• Checks own understanding of others communications by repeating or
to navigate difficult situations. Relays key • Tailors messages to meet the different needs of different audiences. • Coaches others on how to craft effective messages. • Achieves buy-in and consensus from people who share widely different views.
paraphrasing.
messages by creating a compelling story, • Accurately interprets responses of others to their words and actions. • Shares insights about their own strengths, weaknesses, successes, and • Shares complex messages in clear, understandable language.
• Demonstrates self-control in stressful situations.
targeted to specific audiences. failures to show empathy and help others relate. • Accurately interprets how they are perceived by others.
• Provides feedback effectively and with empathy. • Discusses contentious issues without getting defensive and maintains a • Rallies employees to communicate ideas and share differing perspectives to drive
• Provides clear, concise information to others via verbal or written
professional tone. innovation.
communication.
• Coaches employees and managers on how to effectively communicate.

• Seeks feedback from multiple sources, on their own and their team's
performance.
• Identifies the team's knowledge and skills, as well as current and future gaps
• Actively seeks opportunities for the development of their own, and • Drives analysis of the workforce knowledge and skills required to effectively deliver on the
based on organizational objectives.
• Actively seeks feedback and opportunities to learn new knowledge and others', skills and knowledge. organization's strategy.
• Coaches and mentors others in both technical and soft-skill development.
Continuously seeks opportunities to learn, skills. • Proactively experiments with new approaches and development • Creates and promotes a coaching culture.
• Promotes an environment where two-way feedback can be delivered without
questions the applicability of past • Accepts and acts on constructive criticism. opportunities. • Makes development and continuous learning a priority by providing resources and support.
Dynamic Learning fear of reprisal.
approaches in the current environment, • Seeks to learn lessons from both successes and failures. • Offers feedback and constructive criticism in a respectful way. • Establishes an environment that enables and celebrates learning from both successes and
Mindset • Constructively challenges existing practices and is resilient in the face of
owns growth, and embraces failure as a • Demonstrates resiliency in the face of setbacks. • Actively solicits feedback on their own performance from others. failures.
change.
learning opportunity. • Engages supervisor in discussions about opportunities for improvement • Seeks to learn lessons from both successes and failures. • Sets the standards for leadership development.
• Facilitates the creation of development opportunities for others.
and taking on additional responsibilities. • Shares new knowledge and findings with others. • Serves as a role model by actively engaging in lifelong learning and seeking feedback.
• Seeks opportunities to share expertise and knowledge.
• Takes ownership of their own development. • Uses experience to fuel growth and identify past tactics that no longer fit the context.
• Motivates others to own their own growth, identifying opportunities to improve
and develop.
• Consistently analyzes successes and failures to better learn and develop.

• Anticipates the effect of one's approach on the emotions and • Takes a planful approach to influencing others by identifying stakeholder
sensitivities of others. interests, common goals, and potential barriers.
• Designs strategies that position and promote ideas and concepts to stakeholders.
• Uses facts and concrete examples to demonstrate a point and gain • Practices active listening while demonstrating positivity and openness. • Builds upon successes to gain acceptance for new ideas.
• Uses third-party alliances and experts to persuade stakeholders.
Impacts others' thinking, decisions, or support from others. • Customizes discussion and presentations to include "what's in it for me" • Facilitates connections between members of their network for the benefit of
• Demonstrates the ability to draw on trusting relationships to garner support for ideas and
behavior through inclusive practices and • Openly listens to the perspectives of others. for the audience. the organization or others.
Influence action, within and outside the organization.
relationship building. Drives action • Builds relationships through honest and consistent behavior. • Presents compelling information to emphasize the value of an idea. • Demonstrates the ability to draw on trusting relationships to garner support
• Creates an environment where individuals trust the leader and the leader trusts those
through influence, often without authority. • Understands the impact of their own actions and how others will • Involves others in refining ideas or making decisions in order to drive for ideas and action.
they’re leading.
perceive it. buy-in and action. • Encourages a culture that allows space for influence to drive action.
• Creates a culture that allows space for influence to drive action.
• Knows how to appropriately use influence to achieve outcomes when • Adept at appropriately leveraging influence to achieve business unit
lacking formal authority. outcomes.
 • Proficiently applies Agile methodologies and concepts to their context and
• Maintains oversight over project/product delivery timelines and assumes accountability for
• Successfully applies Agile methodologies and concepts to develop educates team members in their application.
overall project/product delivery, often for multiple projects.
products/manage projects. • Effectively collects, interprets, and articulates stakeholder and customer
• Activates networks across the organization (and externally) to enable cross-functional
• Contributes to project meetings by articulating progress and challenges requirements, feedback, and project goals to the project team.
collaboration.
and suggesting solutions for goal-achievement. • Guides project planning and maintains oversight over project/product
• Demonstrates a basic understanding of Agile methodologies and • Communicates, clarifies, and frequently confirms requirements, end-state, and
• Proactively identifies their strengths, weaknesses, and capacity in delivery.
concepts. project/product delivery updates to internal and external stakeholders (e.g. clients or
committing to tasks. • Encourages team members to assume ownership of task allocation, progress
Successfully applies appropriate Agile • Participates in and seeks to contribute to sprint or project cycle customers).
• Effectively applies time-management techniques to accomplish goals updates, and solution generation, providing guidance as necessary.
methodologies (e.g. Scrum, Kanban, XP) meetings (e.g. daily scrums, planning sessions, review sessions) as • Empowers team members of multiple teams to take ownership over project components,
within specified timelines. • Investigates and facilitates resolution of challenges and roadblocks, updating
to develop products or manage projects in required in their role. providing support.
• Collaborates effectively with a cross-functional team to divide tasks, stakeholders in a timely manner.
Agile Methodology an iterative and incremental approach. • Assumes ownership over completion of assigned tasks, raising • Ensures timely resolution of challenges and roadblocks experienced by project teams,
solicit feedback, generate solutions, and resolve issues in a timely • Effectively applies time-management techniques and assists team members
Practices Agile values and principles of challenges or seeking assistance in a timely manner. updating all stakeholders appropriately.
manner. in prioritizing feedback and accomplishing goals within specified timelines.
collaboration, self-organization, time • Communicates effectively with cross-functional teams and stakeholders • Role-models ownership, making difficult decisions in prioritizing multiple projects and
• Demonstrates flexibility in responding to changes to projects or project • Seeks to activate networks to enable cross-functional collaboration for the
management, agility, and flexibility. to achieve goals. assuming accountability for product/project delivery.
plans. team.
• Applies time-management techniques to deliver on tasks with • Champions change that results in improved quality of products, supporting Agile teams in
• Assumes ownership for tasks they committed to by proactively • Role-models flexibility to adapt to new challenges in an incremental and
appropriate guidance. managing change.
identifying barriers and seeking assistance as necessary. iterative approach to product/project development.
• Identifies and articulates appropriate use of scaling Agile methodologies across an
• Demonstrates ability to incrementally improve products/projects by • Models acceptance of ownership over commitments and accountability for
organization to improve product delivery.
balancing iterations with delivery timelines; open to iterations post-initial mistakes or failures.
• Champions Agile transformations or sponsors Agile projects across business units or
launch/delivery. • Champions the use of new tools and methods to improve team experience
organization-wide.
and product/project delivery.

• Identifies and experiments with new technology that improves performance • Is a subject matter expert on relevant technology trends and can explain their implications
Successfully adopts and champions new
• Demonstrates basic awareness of technology trends and the for themselves or their team. for the organization in business terms.
technology (digital solutions) to the • Uses existing technology efficiently as required in their role.
opportunities they create for themselves or their team. • Helps teammates learn and use required technology, and is the go-to for • Creates a clear business case for new technology that improves performance for the
relevant context. Is aware of technological • Adopts new technology with the help of training and resources.
Digital Literacy • Actively seeks to learn and adopt required technology. questions about it. organization.
trends and improves or solves business • Overcomes technological challenges that arise by following instructions
• Troubleshoots challenges that arise with using new technology without • Troubleshoots challenges that arise for their team when implementing new • Becomes a subject matter expert on new technology as it is being implemented in the
challenges by identifying, applying, or or seeking assistance.
requiring detailed instruction and or training. technology. organization.
creating technological solutions.
• Champions and encourages teammates to adopt new technology. • Actively champions the adoption of new technology across the organization.

• Encourages others to practice self-reflection and supports team members in uncovering

• Uses self-reflection to understand and articulate their own emotions and the underlying causes of emotions.
needs. • Demonstrates vulnerability in sharing their own experiences and responding to the
• Reflects on their own emotions and behavior to identity tendencies and • Seeks to understand others’ emotions and read emotional cues. experiences of others.
• Reflects on their own emotions and behavior with guidance.
Demonstrates self-awareness in causes. • Asks questions to clarify others’ needs and perspective. • Assists others in identifying appropriate behavior or responses in emotionally challenging
• Expresses an interest in understanding others’ emotions and
identifying their emotions and regulating • Actively listens and seeks to understand others’ emotions. • Reflects on appropriate response and approach to each situation before situations or interactions.
perspective.
Emotional their behavior. Seeks to understand and • Attempts to regulate behavior to suit the specific context or situation. acting. • Assesses the impact of their behavior or responses on themselves and others before and
• Is open to adjusting behavior and interactions with training and
Intelligence empathize with others’ emotions, needs, • Displays professionalism in interactions with others, seeking guidance in • Seeks support and engages in self-care when faced with adversity. after acting, adjusting accordingly.
guidance.
and perspectives to guide their managing emotionally challenging interactions or situations. • Displays professionalism in difficult situations and interactions. • Demonstrates open-mindedness in their interactions, seeking to challenge their own
• Uses provided self- and relationship-management techniques (e.g.
interactions. • Demonstrates a willingness to persist when faced with obstacles or • Supports team members’ efforts to building self- and social awareness. assumptions, biases, or automatic responses.
communication tools, resilience tools) as required in their role.
adversity. • Approaches interactions with others with open-mindedness and flexibility. • Enables an environment where others feel empowered to communicate their emotions and
• Recommends available self- and relationship-management techniques to needs.
others. • Champions and models the appropriate use of self- and relationship-management
techniques, setting boundaries and practicing self-care in response to adversity.

• Seeks opportunities to integrate design-thinking concepts and prioritize the

end-user experience in their work and interactions.
• Assists team members in applying design-thinking concepts in the
• Seeks to design products and services to optimize end user’s • Supports leaders and teams in designing and selecting solutions that optimize the end
appropriate contexts.
experience. user’s experience.
• Guides team in finalizing the problem statement based on user research.
• Applies the stages of the design-thinking process, concepts, associated • Identifies and champions the appropriate use of design-thinking process and principles to
• Demonstrates a basic understanding of the design thinking process • Articulates and clarifies understanding of the finalized problem statement(s).
Designs solutions that prioritize the end tools, and methods. address organizational challenges.
and concepts. • Effectively facilitates ideation/brainstorming sessions by selecting the
user’s experience by executing the stages • Collects and analyzes end-user research to understand or define core • Influences the design of the organization’s programs, products, and policies to be prioritize
• Participates in end-user research collection, analysis, and testing as appropriate methods, maintaining participants’ focus. and challenging
of design thinking: empathize, define, problems. the experience of the end user.
required in their role. participants to question assumptions and think differently.
Design Thinking ideate, prototype, and test. Adopts an • Actively contributes user-centric ideas and solutions in • Ensures relevant stakeholders and users’ perspectives are accounted for in product
• Uses provided tools and methods associated with each stage of design • Identifies the appropriate methods of generating prototypes and facilitates
iterative approach to designing solutions, brainstorming/ideation sessions. design.
thinking. their usage.
integrating ideas or feedback generated • Participates in developing prototypes or solutions as required in their • Coaches others on balancing the end user’s needs and the organization’s strategic
• Is open to making changes to their work based on feedback or testing, • Maintains oversight over the testing phase, encouraging team to define
at various stages. role (e.g. designing product prototypes or participating in process priorities, needs, and constraints.
and seeks assistance in how to integrate feedback. boundaries of the prototype and comparing alternatives.
mapping). • Recognizes others who embody design-thinking principles or display innovation in problem
• Coaches team members in adopting an iterative approach to product design
• Demonstrates flexibility in integrating feedback and results from testing solving.
and integrating feedback from end users/testing within organizational
in an iterative development process. • Ensures diverse perspectives are represented in the organization’s products or programs.
resources/timelines.
• Guides team in finalizing the most appropriate solution for the end users,
seeking to ensure diverse perspectives are represented.
 • Acknowledges when change is needed and demonstrates flexibility in • Articulates the purpose of change and supports others in navigating change • Champions and actively supports organizational change, maintaining momentum as
responding to changes and ambiguity in their role and direct work or ambiguity. changes are implemented.
• Displays openness to change and ambiguity in their role.
environment. • Assists team members in overcoming challenges and applying learnings from • Responds quickly and effectively to unexpected changes in a department, business unit, or
• Maintains professionalism in difficult or stressful situations.
• Demonstrates flexibility in responding to challenges, proactively seeking past failures. the organization, supporting others in adjusting.
• Reflects on, and applies, learnings from challenges, failures, or
Thrives and grows in a rapidly changing assistance as required. • Maintains professionalism in difficult situations and unforeseen changes, • Actively solicits, incorporates, or responds to feedback to improve the organization’s
mistakes, seeking assistance from managers or experienced peers as
and complex environment. Displays • Actively seeks feedback to find new ways to improve the quality of their supporting others in adjusting to change. programs or practices; receives feedback with humility.
needed.
Resilience flexibility, activates networks, and adopts work. • Provides quality feedback to, and welcomes feedback from, team members. • Champions and models the use of resilience techniques.
• Solicits support from team members and internal networks as required.
a continuous growth mindset to learn from • Encourages others to participate in personal and professional learning • Identifies and recommends new resilience tools for team members to use • Strategically develops the organization’s inventory of suitable resilience tools, clarifying
• Identifies and participates in personal and professional learning and
mistakes and bounce back from adversity. and development opportunities. and for the organization to add to their inventory. their appropriate application.
development opportunities.
• Identifies opportunities to collaborate with internal and external • Activates networks for others by making meaningful connections where • Activates networks within (and external to) the organization to facilitate cross-functional
• Uses provided resilience tools such as self-care, mindfulness, and
networks. appropriate. collaboration and development.
training on difficult conversations.
• Promotes and supports the use of resilience tools such as self-care, • Supports others’ personal and professional development by participating in • Supports employees’ personal and professional development by providing feedback,
mindfulness, and training on difficult conversations. informal or formal relational learning opportunities (e.g. mentoring, coaching). coaching, or mentoring where required.

• Actively promotes and celebrates individual differences.

• Respects the uniqueness of individuals. • Enables an environment where people feel safe to speak openly. • Demonstrates self-awareness of biases and preferences for how to get things done.
Contributes to an environment in which all • Values the differences that individuals bring to the team.
• Listens to others’ points of view with an open mind and tries to relate to • Rallies employees to communicate their ideas and share differing • Uses an inclusive approach in setting strategic direction and making decisions.
employees feel a sense of belonging, • Openly seeks diverse opinions and ensures everyone is heard.
their experience. perspectives. • Recognizes and rewards inclusive behavior throughout the organization.
Inclusion valued for their differences and • Makes it safe to propose new ideas.
• Understands the impact of their own actions and how others might • Shares insights about their own strengths, weaknesses, successes, and • Influences others to promote and embrace diversity and inclusion.
empowered to participate and contribute • Shares credit for success.
perceive it. failures to show empathy and help others relate. • Helps the organization to understand the business case for diversity and inclusion.
freely. • Gives team members decision-making authority.
• Speaks up and challenges non-inclusive behaviors and work practices. • Recognizes and rewards inclusive behavior. • Creates accountability for diversity and inclusion progress in the organization.
• Demonstrates accountability for ensuring work practices are inclusive.