鳳舞期-經(jīng)理人勝任力與價值

Competencies

and

Values勝任力和價值講師

:

總經(jīng)理部門：總辦1a. The

ability

todo

something

successfully

or

efficiently高效且

完成工作的能力b. Competence

is

the

ability

of

an

individual

to

do

a

job

properly個人正確完成工作的能力22Every

job

has

a

requirement

of

specific

set

ofcompetencies

to

undertake

it

efficiently,

and

theindividuals

who

would perform

the

job

need

to

belaced

with

those

competencies每個工作都有其特定的勝任力要求，任何人想要高效地完成工作，都需具備該職位所需的全部勝任力Competencies

with

their

specific

behavioral

indicatorsfacilitate

the

demonstration

of

appropriate

skills

andbehaviors勝任力各項行為指標(biāo)將促進你有較好的工作表現(xiàn)3e. A

competency

is

aset

of

defined

behaviors

andstructured

guide

that

describes

the required

skill,attribute,

or

behavior

for

a

specific

job.

It

is

used

todefine

and

measure

an

individual’s

effectiveness

inthat

job勝任力是指某項工作所需的特定的技能、行為與特質(zhì)，用來定義和衡量一個人的工作效力4勝任力的本質(zhì)Competencies

give

employees

a

clear

guidefor

what

isexpected of

themin

terms

of

their

performance

They

indicatewhich

behaviors

are

valued,

recognized

and

rewarded勝任力清晰地告訴員工，哪一些特性是最被需要、最有價值的、將被認(rèn)可的Each

competency

consists

of

knowledge,

skill,

ability

oral

characteristics,

sometimes

incombination勝任力可以是知識、技能、能力或者個性，有時候勝任力包含以上全部要點5酒店經(jīng)理的勝任力模型There

are

4

categoriesand

10

Competencies一共10種能力，可分為4組Category-Wanting

to

Win

第一組-贏的#1–Drive

For

Results

結(jié)果導(dǎo)向Category

-

Understanding

What

Needs

To

Be

Done第二組–知道該做什么#2–Understanding

The

Business

了解業(yè)務(wù)#3–Problem

Solving,Decision

Making

解決問題的能力、決策能力#4–Customer

Focus

顧客導(dǎo)向#5-Innovation

創(chuàng)新能力6勝任力的10種模型Category

-

Knowing

How

to

Make

Things

Happen第三組-知道該如何開展工作以實現(xiàn)目標(biāo)#

6

–

Teamwork團隊合作適應(yīng)能力#

7-

Adaptability7Category-

Delivering

Performance第四組–提升業(yè)績#8–Impact

andInfluence

影響和改變他人#9–Leadingand

Develo

people

引領(lǐng)與發(fā)展他人Plus

One

附注#

10

–

CulturalAwareness文化認(rèn)同勝任力的10種模型8Definition定義Competes

against

a

standard

of

excellence.

Sets

highperformance

standards

and

pursues

aggressive

goals;strives

for

constant

improvements;

takes

responsibilityfor

achieving

business

results;

perseveres

despiteobstacles不斷

標(biāo)準(zhǔn)。樹立高績效標(biāo)準(zhǔn)，勇于追求高目標(biāo)；努力實現(xiàn)、不斷進步；主動追求業(yè)務(wù)目標(biāo)的實現(xiàn)；不懼，堅持不懈9Sets

challenging

goalsto

increase

revenues

and

results為增加收益，設(shè)立有 的目標(biāo)Establishes

clear

accountability

for

self

and

others

to

achieve

goals

ands為完成目標(biāo)明確自身及他人責(zé)任Monitors

ongoing

performance

and

progress

and

stays

focused

onwhatis

critical

to

success跟進工作的發(fā)展與進度，關(guān)注能推動成功的關(guān)鍵因素Persists

in

the

face

obstacles

and

is

able

to

achieve

quickand

effectiveresolution

of

outstanding

issues面對

，能堅持不懈；面對突

況，能靈活應(yīng)對，高效處理10Takes

action

to

improve

business

performance

that

fallsbelow

plan若業(yè)績 于進度，能果斷進行改進Takes

immediate

action

to

resolve

crises面對

，

采取行動Drives

efforts

to

continuouslyimprove

allorganizationalprocesses

and

services努力改善工作及服務(wù)流程11Uses

ben arkingto

set

standards

of

performance采用標(biāo)桿管理，建立績效標(biāo)準(zhǔn)Recognizes

and

pursues

opportunities

for

business

growthand

improved

operational

effectiveness抓住業(yè)務(wù)增長機會，提升經(jīng)營效益Continually

searches

for

new

work

challenges

andnewideas

for

improvement不斷搜索新 ，新想法，以求持續(xù)進步12結(jié)果導(dǎo)向的消極指標(biāo)Establishes

few

goalsthat

improve

current

results基本無改善現(xiàn)狀的想法與計劃Sets

goals

that

are

vague

or

not

really

challenging目標(biāo)太模糊或者不具有

性

Does

not

monitor

or

have

systems

for

measuringprogress

towardsgoals;

fails

to

offer

suggestions

toaddress

inefficiencies對工作推進過程缺乏 ；無力改善團隊工作效力低下問題13結(jié)果導(dǎo)向的消極指標(biāo)Has

difficulty ing

obstacles

oris

easily

discouraged

byunexpectedobstacles難以克服 ，容易因為遇到意外的阻礙而氣餒

Is

reluctant

to

put

in

extra

effort

or

time,

andas

a

consequence

fails

tomeet

organizational

goal不愿意付出額外的努力或時間，因此無法實現(xiàn)工作目標(biāo)Defers

decisions

and

delays

actions

leaving

issues

unresolved

andmissing

business

opportunities;

hesitates

to

act

withoutthe

approvalof

others拖延決策，遲遲不解決問題，錯過業(yè)務(wù)機會，一意孤行，猶豫不決14結(jié)果導(dǎo)向的消極指標(biāo)Makes

little

effort

to

improve

or

streamline

keyprocesses基本沒有改善或精簡流程的想法與計劃Sets

standards

of

performance

or

goals

that

are

too

easy

to

achieve設(shè)定可輕而易舉完成的目標(biāo)9.

Does

not

challenge

self

or

othersbusiness

and

operational

effectiveness停留于在現(xiàn)有的業(yè)務(wù)及操作效率上，從不maintaining

existing自己及他人10.Does

not

supportor

look

for

ideas

for

improvements;avoids

newchallenges

不支持、不思考進步的方法，躲避新的15Definition定義Demonstrates

an

interest

in

and

understanding

of

issues

relevantto

the

business;keeps

knowledge

up-to-date對于業(yè)務(wù)相關(guān)問題，表示感

和理解；不斷增長自己的業(yè)務(wù)知識16了解業(yè)務(wù)的積極指標(biāo)/衡量標(biāo)準(zhǔn)

Demonstrates

an

in-depth

understanding

ofcompetitors’

major

strengths

and

weaknesses完全了解競爭對手的優(yōu)劣因素

Is

knowledgeable

about

the

hospitality

industry

anddemonstrates

an

understanding

of

the

major

trends

andfactors

affecting

his

business.了解服務(wù)行業(yè)，知道其發(fā)展趨勢，清楚行業(yè)影響因素17

Demonstrates,

by

communicating

with

others,

a

solidunderstanding

of

the

organization’s

strategic

priorities,

strengthsand

weaknesses通過與他人溝通，非常了

的 重點，優(yōu)勢及劣勢

Establishes

and

interprets

key

performance

indicators

tomanage

the

business;

consistently

takes

into

account

financialimplicationsof

business

decisions

and

mendations對關(guān)鍵指標(biāo)進行解釋說明，參考財務(wù)數(shù)據(jù)以做出業(yè)務(wù)上的決定或給出建議了解業(yè)務(wù)的積極指標(biāo)/衡量標(biāo)準(zhǔn)18了解業(yè)務(wù)的積極指標(biāo)/衡量標(biāo)準(zhǔn)

Hasa nd

in-dept owledge

of

how

business

is

run;

focuses

onmajor

factors

necessary

to

ensure

that

the

business

issuccessful

andprofitable對業(yè)務(wù)有全面的了解，關(guān)注提升業(yè)務(wù)的關(guān)鍵指標(biāo)Applies

experience

and

understanding

of

key

business

issues

to

arrive

atdecisions

that

add

value

to

the

organization根據(jù)經(jīng)驗及公司的業(yè)務(wù)性質(zhì)，作出對公司有價值的決定Actively

seeks

information

that

helps

keep

hospitality

up-to-date,

such

as,technical

and

professional

developments主動搜索提升服務(wù)的信息，如：技術(shù)、專業(yè)發(fā)展信息19了解業(yè)務(wù)的消極影響Has

a

limited

knowledge

of

the

competition

and

noawarenessof

competitive

threats對競爭者和自身

不了解Shows

little

understanding

of

industry

trends

anddevelopments

that

may

affect

thebusiness對影響業(yè)績的行業(yè)發(fā)展趨勢了解不足Demonstrates

alack

of

understandingof

theorganization’s

strategic

priorities,

strengths

and

weaknesses對組織

重點，優(yōu)勢跟劣勢了解缺失20了解業(yè)務(wù)的消極影響Does

not

use tative

information;

makes

decisionsand mendations

without

considering

financialimplications做決策跟建議時不參考具體數(shù)據(jù)、不考慮財務(wù)影響

Has

a

narrow

and

limited

understanding

of

the

businessand

does

not

draw

upon

cross

disciplinary

knowledge

whendealing

withopportunities

and

issues對業(yè)務(wù)了解較少，處理事情或 機會需做出決策時不懂得綜合考慮問題21Lacks

understanding

of

key

business

issues

and

drivers

ofquality

and

profitability對關(guān)鍵業(yè)務(wù)問題跟質(zhì)量收益提升指標(biāo)不了解

Fails

to

keep

business

knowledge

up-to-date,

relies

oninformation

that

is

out-of-date,

waits

to

learn

aboutsomething

until

it

is

clearly

related

to

the

immediate

work依賴過時的知識，不主動學(xué)習(xí)新的知識保持信息與知識持續(xù)更新，除非需要用到時不得不學(xué)了解業(yè)務(wù)的消極影響22解決問題，作出決策Definition定義Effectively

diagnoses

problems

and

thoroughlyyzesinformation

to

guide

decision-making;

evaluates

andassimilates

critical

information

when

reaching

conclusions.Makes

logical

and

competent

decisions全面

問題和分析信息以作出決策；評估并吸收其中的關(guān)鍵信息以得出結(jié)論。作出符合邏輯的最恰當(dāng)?shù)臎Q策23解決問題，決策能力的積極指標(biāo)

Anticipates

and

prepares

for

problems;

recognizes

broadimplications

of

problems,

and

designs

solutions

to

preventfuture

occurrences.可能出現(xiàn)的問題，并作出相應(yīng)準(zhǔn)備，防止問題的發(fā)生Draws

accurate

conclusions

from

financial

and

othertative

information根據(jù)財務(wù)和相關(guān)數(shù)據(jù)信息作出正確決策24

Quickly

and

accura y

understands

and

synthesizescomplex

situations

and

the

relationships

between

abroad

range

of

factors常能在復(fù)雜的情況下或大量信息中快速精確地抓取有效信息

Is

able

to

understand

the

broader

strategic

issueswhile

solving

a

problem,

distils

key

points

from

a

massof

information處理問題時，能夠理解深一層的

問題，從大量信息中提煉關(guān)鍵部分解決問題，決策能力的積極指標(biāo)25

Applies

thoroughand

systematic

collection

and

ysisof

date

to

understand

root

cause

of

issues

and

to

arrivecurate

conclusions分析收集到的資料，找出問題的根源，準(zhǔn)確做出決策Critically

evaluates

the

impact

of

alternative

courses

ofaction

before

making

a

decision在做決定之前，客觀地分析此決策可能帶來的影響Takes

decisive,

prompt

action

in

the

face

of

uncertaintyor

ambiguity面對不確定的情況，果斷采取措施解決問題，決策能力的積極指標(biāo)26解決問題，作出決策的消極指標(biāo)1. Does

not

recognize

the

implications

of

problems

and

issuesthe

most

apparent

ones沒有考慮到問題

面的影響2. Misses

critical

issues

in

financial

and

otherinformation作決策時忘記考慮財務(wù)或相關(guān)數(shù)據(jù)信息tative3. Treats

factors

independently

and

ignores

their

underlyinginterrelationships解決問題時沒有考慮問題之間的相互關(guān)聯(lián)性27解決問題，作出決策的消極指標(biāo)4. Fails

to

gather

sufficient

relevantinformation;in

detail收集到的信息不全面，拘泥于細節(jié)es

miredDoes

not

sufficiently yze

problems;

takes

information

atface

value

or

overlooksimportant

factors對問題分析不徹底不全面，忽略某些關(guān)鍵因素Makes

decisions

without

fully

evaluating

implications做決策時沒有將可能出現(xiàn)的 思考透徹Tends

to

wait,

ho that

the

problem

will

solve

itself;

delaysaction

to

gather

more

information不主動出擊，靜等問題自己得到解決，遲遲不去收集 信息284. Customer

Focus

以客戶為中心Definition定義Builds

and

maintains

relationships

with

internal

and

externalCustomers

，understands

and

anticipates

customers’

needs，takes

action

toaddress

Customer

needs，strives

to

exceedCustomer

expectations內(nèi)外部客戶關(guān)系的建立和 ，了解并 客人的需求，采取行動滿足客人的需求，努力超出客人的期望29Customer

Focus,Indicators

以客戶為中心的積極指標(biāo)

Understands

and

communicates

who

the

Company’sCustomers

are

(both

internal

and

external)

and

identifies

theircurrent

and

future

needs熟悉公司的客戶（包括公司

及外部的客戶），了解他們目前和將來的需求

Proactively

seeks

and

responds

to

Customer

feedback

andutilizes

it

to

continuously

improve

the

quality

of

Customerservice主動了解和回應(yīng)客人反饋，以不斷提高對 務(wù)質(zhì)量30Customer

Focus,Indicators

以客戶為中心的積極指標(biāo)Impresses

the

Customer

withexceptional

service

or

work提供個性化服務(wù)給客人留下深刻的印象Sets

out

to

exceedthe

expectations

of

Customers;encourages

others

to

provide

exceptional

service努力超出客人的期望；鼓勵為客人提供個性化服務(wù)Works

to

build al

relationships

with

Customersthrough

regular

contact通過定期和客人聯(lián)系來建立良好的人際關(guān)系31Customer

Focus,Indicator

以客戶為中心的積極指標(biāo)Take al

responsibility

for

makingsure

that

Customerproblems

areresolved將解決好客人的問題作為個人的責(zé)任

Agrees

Customer

service

expectations

and

takes

everyopportunity

to

encourage

others

to

satisfy

or

exceed

these.盡量實現(xiàn)客人的服務(wù)期望，并抓住機會鼓勵其他人同樣要做到去滿足和超出客人期望32Customer

Focus,

Contra

Indicators以客戶為中心的消極指標(biāo)Has

difficulty

recognizing

who

the

Customer

is;

showsa

limited

understanding

of

Customers’

current

and

futureneeds不知道誰是你的客戶；對于客人現(xiàn)在和將來的需求不太了解Listen

to,

but

does

not

solicitCustomer

feedback

and

input;ignores

or

disregards

Customer

feedback只是聽但沒去進一步了解客人的反饋；忽視甚至不尊重客人的反饋33Customer

Focus,

Contra

Indicators以客戶為中心的消極指標(biāo)Does

not

consistently

deliver

a

satisfactory

level

ofCustomer

service;

is

intolerant

of

Customers不能持續(xù)提供讓客人滿意的服務(wù)，對客人沒有耐心Does

not

place

a

high

priority

on

improving

serviceto

Customers對客人滿意度提升工作不予重視34Customer

Focus,

Contra

Indicators以客戶為中心的消極指標(biāo)

Fails

to

develop

effective

relationships

with

Customers;does

not

stay

in

regularcontact

withimportant

Customers未能與客人建立良好的關(guān)系，未與重要的客人保持聯(lián)系Fails

to

respond

to,

or

resolve

Customer

issues沒有重視和解決客人的問題Does

not

respond

to

all

Customers

witha

high

sense

ofurgency

and

commitment.未能給賓客及時的回應(yīng)和承諾35Definition定義Generates

new

ideas

and

encourages

creativityfrom

others，recognizes

the

need

for

new

ormodified

approaches,

and

creatively

combinesdifferent s

and

approaches從別處得到新思想并鼓勵創(chuàng)新，能夠認(rèn)識到工作流程需要創(chuàng)新或改進,把不同的觀點和方法創(chuàng)造性地結(jié)合起來36Proposes

new

and

significantly

different

ideas

and

creativeapproaches

to

deliver

the

business

strategy

profitably提供新的想法和思路以形成有利于企業(yè)發(fā)展的Thinks

laterallyto

identify

and

develop

original

and

highimpact

solutions橫向發(fā)散思維挖掘一些新穎有

的問題解決方法Actively

seeks

out

opportunities

to

explore

and

experimentwith

different

and

novelways

of ng

things積極尋找機會用新的方式來探索和試驗37Creatively

integrates

different

ideas

and s

to

developnew

businessopportunities;

applies

ideas

from

other

sectors

or

industries從其他部門和行業(yè)吸收創(chuàng)意，把某些觀點和看法創(chuàng)新性地結(jié)合起來發(fā)展新商機Is

comfortable

in

challenging

“the

ways

things

are”;

regularly

identifies

areasrequiring

change

and

suggests

ideas

to

support

the

change常能在傳統(tǒng)常規(guī)的工作做法中發(fā)現(xiàn)可以改進的地方，能提出有效建議，勇于創(chuàng)新38Rewards

and

actively

encourages

others

to

innovate

andsuggest

opportunities

for

change積極激勵團隊成員對工作予以創(chuàng)新和優(yōu)化Champions

new

ideas

and

directions the

scope

ofcurrent

responsibilities有著

于本職位的遠見和想法Anticipates

future

challenges

andopportunities

and

suggestsstrategies

to

address

them未來的 、機遇并想出應(yīng)對措施39Seldom

offers

innovative

ideas;

ideas

and

solutions

tend

to

be

standard很少提出有創(chuàng)意的點子；想法和主意偏于傳統(tǒng)Offers

solutions

that

are

off

or

plete提供無針對性和不完整的解決方案Applies

familiar

methods

to

most

situations大部分狀況都采取相同的解決方案404.

Adopts

a

narrowsolutions

toproblemswhen

looking

for以狹隘的視角去尋找解決問題的方案5. Prefers

to

maintain

existingways

of ng

thingsand

accept

commonly

held

assumptions保持現(xiàn)有的做事方式，接受事先消極的假設(shè)41Discourages

others

from

suggesting

new

ways

of

ngthings;

gives

others little

latitude

to

do

things

differently

orcreatively不鼓勵團隊成員用新方法去做事，給團隊成員很小的權(quán)限以限制創(chuàng)新和差異Focuses

on

concrete

immediate

issues;

ignores

opportunitiesfor

improvement關(guān)注直接和實在的問題，忽略可改善的機會Tends

to

be

over-cautiouswhen

proposing

or

consideringchanges當(dāng)提出建議和思考改變時，表現(xiàn)得十分謹(jǐn)42慎Please

choose

one

competency

from

the

fivethat

we

havelearnt,

readthecontra

indicators

and

share

a

story

or

one’s

experience

related

with

the

contraindicator.每小組可從剛

過的五個勝任力模型中挑選一個，閱讀所挑選的這一勝任力模型的消極指標(biāo)，小組的案例或故事。（你所經(jīng)歷過、見過的跟其中某一消極指標(biāo)相關(guān)時間）#1–Drive

For

Results

結(jié)果導(dǎo)向#2–Understanding

The

Business

了解業(yè)務(wù)#3–Problem

Solving,Decision

Making

解決問題的能力、決策能力#4–Customer

Focus

顧客導(dǎo)向#5–Innovation

創(chuàng)新能力43Definition定義Demonstrates

cooperation

and

trust

withcolleagues

andteams,

and

across

organizational

boundaries，participatesas

a

team

player

and

establishes

strong

workingrelationships

to

deliver

positive

results與同事、團隊成員、其他部門保持合作和信任，團隊中各成員應(yīng)當(dāng)建立強有力的合作關(guān)系并為團隊帶來積極的結(jié)果44Works

to

include

and

valuethe

contributions

from

allteammembers

by

listening,

acknowledging

and

praising工作中去

、承認(rèn)和贊揚所有團隊成員的工作貢獻和價值Proactively

encourage work;

addresses

andremoves

obstacles

to

collaboration

among

team

members

andbetween

work

groups鼓勵團隊成員間相互合作，解除影響合作的

和Utilizes

the

full

range

of

skills

and

resources

of

other

teammembers整合團隊成員的技能和資源45Actively

seeks

input

and

commitment

to

team

goals

andplansfrom

allteam

members;

consults

with

those

affected

beforemaking

adecision積極探索全體成員的共同目標(biāo)并在做出決策前與團隊中有的成員溝通Routinely

acknowledges,

rewards

and

celebrateplishments經(jīng)常認(rèn)可、慶祝和 團隊的成就Actively

encourages

relationship

building

between

differentdepartments

within

the

organization鼓勵與 間建立良好關(guān)系467.

Develops

effective

working

relationships

with

othersregardless

of

level

or

business

function,

including

directreports,

peers,

and

higher

management與下屬,同事,和管理層保持良好的工作關(guān)系8.

Places

high

priority

on

success

of

team;

forgoesinterest

tosupport

team當(dāng)個人利益與團隊利益發(fā)生 時，優(yōu)先考慮團隊利益al47Treat members

unequally

in

ways

that

reduce

trust;

fails

toacknowledge

others

or

use

active

listening

skills對待團隊成員

，故而得不到團隊成員的信任，不愛聽取和采納他人的意見Ignores

obstacles

tocooperation

within

team

or

between

workgroups;allows and

uncooperative

behavior

among

team

members

andbetween

work

groups

to

persist忽略團隊合作中的

，默許團隊間的 持續(xù)存在48Is

unaware

of

the

skills

and

resources

of

team

membersand

does

not

put

these

to

good

use.不了解團隊成員的技能和優(yōu)勢，不能加以利用Works

independently

and

does

not

involve

others

in

plansand

decisionsthat

affect

them單獨完成某項目，未能將團隊成員組織加入進來共同合作49團隊合作的消極指標(biāo)Fails

to

acknowledge

the

work

of

the

team不認(rèn)可團隊的工作

Prefers

to

work

alone

and

not

with

other

groups;

takesadvantage

of

resources

and

expertise

in

other

areas

of

theorganization

but

does

not

share

best

practices喜歡獨自工作,而不是充分發(fā)揮組織其它成員的資源和專業(yè)技能相互協(xié)作5051團隊合作的消極指標(biāo)

Makes

little

effort

to

develop

effective

working

relationshipswith

other

groups;

has

a

significantly

better

relationship

withone

group

versus

another和某個小團隊關(guān)系特別好，而疏遠于其他，較少努力和有工作關(guān)聯(lián)的團隊保持好的合作關(guān)系Puts

own

needs

before

those

of

the

team把個人利益放在團隊利益的前面Definition定義Works

comfortably

and

effectively

in

anenvironment

of

ambiguity

and

change;

isreceptive

to

new

ideas

and

responds

to

work-place

changes

with

flexibility

and

optimism在變化和不確定的環(huán)境中輕松高效地工作;接受新的想法并靈活樂觀地應(yīng)對工作中的變化52Readily

adapts

to

changing

directionand

priorities

and

demonstrates

apositive

and

optimistic

attitude

when

faced

with

change

or

uncertainty當(dāng)面對改變和不確定的情況時，能夠率先展示積極樂觀的態(tài)度來適應(yīng)變化Looks

to

develop

and

change al

approach,

adapting

to

newsituations

throughcontinuous

review

and

learning注意調(diào)整和提升自身的溝通方式，不斷學(xué)習(xí)新知識以適應(yīng)新環(huán)境

Maintains

a

clear

sense

of

purposeand

high

standards

of

performanceand

cooperation

during

periods

of

change

and

uncertainty在合作期間遇到變化和不確定因素時，保持清晰的目標(biāo)和高標(biāo)準(zhǔn)的要求53Works

constructively

under

stress

and

high

pressure,

maintaining

a

highlevel

of al

and

team

productivity在工作壓力大的情況下,個人和團隊能保持高的工作效率Routinely

identifies

areas

requiring

a

different

course

of

action;

acts

as

anadvocate

for

significant

change

in

the

organization倡導(dǎo) ，定期尋求新的突破54Prepares

other

people

to

respond

effectively

and

quickly

to

changing

customerand

business

conditions;

communicates

the

objectives

and

requirements

for

thechange.在面對不斷變化的客戶要求和業(yè)務(wù)條件下能做好準(zhǔn)備，并快速有效作出反應(yīng)；溝通了解改變所需要的支持。Anticipates

the

need

for

change

and

proactively

introduces

systems

to

easeandsupport

changes

and

transition主動

并調(diào)整制度來適應(yīng)變化55Is

resistant

to

change

and

reluctant

to

consider

newways

of

working;

can

lose

focus

when

faced

withambiguity抗拒改變,不愿意考慮新的工作方式,在面對爭議的時候失去主見Covers

up

past

mistakes;

repeats

same

mistakes掩蓋錯誤，并重復(fù)犯同樣的錯誤563.

Causes

standards

of

performance

to

fall,

or

losesfocus

when

faced

with

changing

priorities

or

ashiftin

work

demands在工作重點發(fā)生轉(zhuǎn)變或工作要求發(fā)生變化的時候，降低標(biāo)準(zhǔn)或失去主見4.es

overtly

tense

or

frustrated

under

stressand

work

suffers在工作壓力下或者工作不如意的時候，明顯張和失望而影響正常工作緊57Rarely

changes

position

once

plans

are

in

place;

unwillingto

adjust

to

achieve

a

more

important

goal執(zhí)行計劃時很少改變，不愿意通過調(diào)整來實現(xiàn)更重要的目標(biāo)Consistently

acts

the

same

way

despite

changingcircumstances

and

conditions盡管環(huán)境和條件不斷變化，仍然不愿改變原有的工作方式Neglects

to

introduce

systems

and

structures

to

supportchange.忽視引入相關(guān)的體制和結(jié)構(gòu)來支持變化58Definition定義Promotes

ideas

persuasively

，

shapes

the

opinion

of

othersand

es

，establishes

influential

contacts，builds

consensus

for

action，negotiates

mutually

beneficialsolutions

to

problems口才很好，重塑別人的觀點并克服阻力，建立順暢的溝通，達成行動共識，協(xié)商互利的解決方案59Readily

commands

attention

and

respect

by

presenting

ideas

in

aclear,compelling,

and

enthusiastic

manner

that

is

appropriate

to

the

audience以非常清晰、熱情、有理有據(jù)的方式說服他人、并能緊緊抓住聽眾的關(guān)注點Creates

enthusiasm

inothers

for

ideas

and

proposals;

states

own

position

andopinions

in

an

assertive,

confident

manner

(to

be

understood

one

mustunderstand)不僅熱情的

別人的想法和建議，并且自信地強調(diào)自己的立場和觀點60

Anticipates

and

responds

effectively

to

the

positions

and

reactions

of

others;

isable

to

maintain

support

for

a

position

when

challenged對方對事情的觀點和反應(yīng)，并已經(jīng)做好說服對方的準(zhǔn)備，在受到質(zhì)疑和挑戰(zhàn)的情況仍能成功堅持自己的想法Shows

success

in

sha the

opinions

of

different

stakeholders

(customers,shareholders,

management,

colleagues

and

team

members)影響著不同利益相關(guān)者的意見（客人，股東，管理層，同事及團隊）615 Has

significant

impact

on

the es

of

discussions,

even

in

the

mostcompetitivesituations你的觀點對

結(jié)果起著決定性作用,

有著能夠讓對方從不認(rèn)可到能夠接受的力量6. Effectively

persuades

others,

within

the

team

and his/her

direct

span

ofcontrol,

to

takeaction在你的團隊中或不在直接管轄的團隊中，均能說服他人，讓其心服口服地聽從指揮Actively

spends

time

building

networks

within

and

outside

of

the

organization

todevelop

strong

contacts花時間在團隊

及外部建立良好的關(guān)系網(wǎng)Constructively

resolves through

effective

negotiation

and

compromise;creates

a

“give

and

take”

relationship

with

others通過有效的談判和協(xié)商積極解決

;與他人之間建立“有舍有得”的關(guān)系Demonstrates

success

innegotiating

“win-win”

solutions;

appropria y

balancescompromise with

achieving

company

goals在以實現(xiàn)“雙贏”為目標(biāo)的前提下，適當(dāng)妥協(xié)以實現(xiàn)公司目標(biāo)63的消極因素1.

Gains

little

support

as

presents

ideas

orunconvincing

or

offensive

mannermendations

in

an用沒有說服力且容易得罪他人的方式表達自己的觀點，所以觀點得不到大家的支持Does

not

communicate

own

ideas

and

positions

with

the

confidenceneeded

to

persuade

others不能自信地表達自己觀點跟立場，難以說服他人Responds

ineffectively

to

challenges

from

others;

is

unable

to

adoptposition

to面對別人的e為力；無法調(diào)整自己的狀態(tài)去克服阻力64的消極因素Has

difficulty

sha the

opinionof

others

or

effectively

selling

ideas難以影響及塑造他人的觀點Has

difficulty

influencing

others

or

gaining

interest

and

support難以獲得他人的

和支持Has

difficulty

persuading

others

to

take

required

action很難說服他人采取必要的行動Does

not

build

a

network

of

support;

relies

on

policy

or

authority

to

convince

others不能營造能夠支持自己的關(guān)系，通過政策或

來說服別人支持自己65的消極因素s

when

disagreements

arise8.

Has

difficulty

seeing

different當(dāng)出現(xiàn)爭議時容易忽略別人的觀點9.

unwillingly

compromises

or

works

with

others

towards

“win-win”resolution;

Struggles

to

negotiate

in

a

way

th hieves“win-win”

deals;may

compromise

or

back

down

too

quickly;不愿意達成“雙贏”的結(jié)果，完全堅持自己的觀點，毫不妥協(xié)；或當(dāng)你想要實現(xiàn)“雙贏”的談判結(jié)果時；你可能會很快就妥協(xié)或讓步66Definition定義Inspires

others

to

excel

by

clearly

communicatingbusiness

values

and

direction;

recognizing

goodperformance

and

providing

managerialsupport;developsthe

potential

of

others

throughcoachinganddevelopment

opportunities

to

buildorganizationalcapability

for

the

future

.將公司價值觀與發(fā)展方向給下屬以激勵他們，肯定下屬的績效并提供管理上的支持，通過適當(dāng)指引和給予其發(fā)展機會以鍛煉下屬的組織能力，使其能夠充分發(fā)揮潛能。67和發(fā)展下屬的積極指標(biāo)1.

Fosters

the

development

of

a

shared

vision

by

clearlycommunicating

the

strategy

and

direction

of

the

team及發(fā)展方向al

commitment

to

the

team’s

goals

and與部門成員分析2.

Demonstratespriorities向下屬展示自己對于實現(xiàn)目標(biāo)的決心3.

Ensures

that

team

members

clearly

understand

their

roles

andtheir

contribution

to

departmental

objectives確認(rèn)部門成員了解自己在部門中的定位、角色以及他能為部門作哪些的貢獻68和發(fā)展下屬的積極指標(biāo)Regularly

provides

on-going

specific

and

constructivefeedback;quicklyand

effectively

deals

with

performance

problems對正在進行中的工作定期跟進并給出具有建設(shè)性的建議和反饋Regularly

takesan

interest

and

opportunities

to

coachall

teammembersas

part

of

their

day-to-day

management，encourage members

tocoach

each

other.定期培養(yǎng)團隊成員，對員工培養(yǎng)工作感

，鼓勵團隊成員之間相互學(xué)習(xí)。69和發(fā)展下屬的積極指標(biāo)Creates

opportunities

that

provide

team

members

with

developmentalchallenges

that

stretch

their

proven

capabilities;

encourages

others

toexplore

and

reach

their

full

potential為團隊成員的發(fā)展 以證明他們能力，鼓勵下屬去積極探索并充分發(fā)揮他們的潛力Understands

and

support members’

career

advancement

byestablishing

career

plans

and

seeking

to

involvethem

in

new

opportunities為下屬制定人才培養(yǎng)計劃，并為其尋找新的發(fā)展機會70和發(fā)展下屬的積極指標(biāo)Removes

obstacles

and

provide members

withthe

appropriate

training, al

supportandresources

required

for

success為團隊成員消除職業(yè)發(fā)展道途中的 ，提供適當(dāng)?shù)呐嘤?xùn)及職業(yè)發(fā)展所需的支持和資源Appropria y

recognizes

and

rewards

individuals

andthe

team

for

theirachievements.適當(dāng)去承認(rèn)并 個人和團隊的成績71和發(fā)展下屬的消極指標(biāo)Focuses

on

day-to-day

priorities

andfails

to

communicateperformance

expectations

or

a

broader

vision更關(guān)注日常工作，而不是部門業(yè)績目標(biāo)等更重要的事情Focuses

on

own

work

and

does

little

to

provide

directiontoteammembers專注于自己的工作,很少為團隊成員提供指導(dǎo)72和發(fā)展下屬的消極指標(biāo)Makes

little

effort

to

clarify

team

members’

roles

orhow

they

contribute

to

organizational

success沒有與團隊成員說明其在團隊中的定位和角色Provides

others

with

little

performance

feedback;gives/dispenses

general

and

vague

feedback;avoids

addressing

performance

problems很少