Job Family Competency Models 

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This is an example of a competency model where the company defines competencies across levels or grades within the organization.  Note the job descriptions and their progression of competence at the bottom of the table.  

 

Competency Category, Syntax and Performance Behaviors:

Interpersonal Effectiveness – Communication

 

Note: The competence definitions are descriptive of the level at which the competency area is demonstrated on the job.
Levels:  A level is a degree of organizational impact, influence, and responsibility.
The items listed under the "Level 1 - 4" headings are descriptive examples.	Level 1 Definition   Primarily and most frequently work is under direct supervision, within one functional area, and of a routine nature	Level 2 Definition   Primarily and most frequently work is under general supervision, with related functional areas and more advanced applications	Level 3  Definition   Primarily and most frequently work is performed independently, with diverse functional areas and more specialization and ability to train others	Level 4 Definition   Primarily and most frequently work is performed as leader or director with broad functional areas and more expertise and strategic focus
Core Competency	Level 1	Level 2	Level 3	Level 4
Interpersonal Effectiveness -   Communication:   Definitions: Active Listening: Listens to the ideas and expressions of others attentively Written Communication: Communicates in writing clearly, using grammar, spelling and words correctly Oral Communication: Communicates  orally clearly, using appropriate language Teamwork: Demonstrates teamwork and the ability to collaborate with others Influence: Influences others for positive and productive outcomes Conflict Resolution: Resolves conflicts by facilitating agreement	Responds effectively to inquiries and requests   Composes clear and accurate written communications   Exchanges and/or presents general information clearly, efficiently and effectively   Listens to the ideas of others   Effectively supports and participates with co-workers to benefit the team or work group   Establishes rapport with co-workers and others	Provides information and guidance that assists others in making decisions; explains issues and/or concepts with clarity and confidence   Composes documents and reports that analyze, synthesize and convey complex information accurately and professionally.   Listens to the ideas of others and applies them on the job, as appropriate and is able to suggest communication process improvements   Balances individual and group needs	Reviews documents for professional, technical, and content errors, and may be called on to review and revise more complex documents   Often acts as a formal or informal team leader or project leader   Provides communication support or consultation	Independently prepares concise and clear complex and strategic documentation   Analyzes complex or difficult communication situations and formulates effective responses   Balances and optimizes the skills and contributions of others; creates an environment that allows others to willingly share expertise with others   Able to provide ongoing feedback, perform formal evaluations   Promotes positive solution-oriented communication
Job Classification	Customer Service Representative – Basic Level	Customer Service Representative – Master Level	Customer Service Supervisor	Customer Service Manager