LEADERSHIP
Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.
Unskilled Developing
Treats success derived from implementing best practices as a
secret to be kept versus a tip to be shared.
Hoards knowledge and information as a way to gather more
power or influence.
Expresses disagreement and differences of opinion in a harsh
manner.
Focuses too much on the day-to-day work which obstructs the
identification of longer term issues or needs.
Offers solutions, rather then posing questions that help staff
members learn, when presented with problems.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success
Unskilled Developing
Establishes unrealistic project completion dates.
Over-promises and under-delivers on commitments and results,
causing missed commitments when unexpected obstacles arise.
Uses basic financial terms out of context and displays a limited
understanding of financial processes.
Shows a limited view of global markets which narrows thinking and
eliminates any opportunity to serve new clients in other countries.
Distracted and often misdirected by challenges which arise in the
pursuit of goals.
Proficient Highly Skilled
Acquires best practice knowledge from internal sources.
Discusses differences and looks for common ground.
Shows team members how their efforts contribute to the strategies
of the organization.
Understands Convergys' position in our industry, knows the factors
that contribute to our success.
Develops a clear picture of improvements needed and sets specific
goals and plans to achieve that vision.
Proficient Highly Skilled
Identifies the necessary expertise and acquires additional
resources needed to meet commitments.
Exceeds performance expectations and consistently gets
results.
Assesses team objectives and initiatives regularly to determine if
staff resources are allocated to highest priority goals.
Anticipates changes that may impact budget projections and
implements contingency planning.
Makes fulfilling customer needs and meeting deliverables the
highest priority.
Role Model
Networks with others inside and outside the company
to identify new trends and best practices.
Encourages discussions of difficult or controversial
topics.
Engages in ‘what if’ thinking to consider future
implications and weighs the benefits and risks
associated with actions.
Anticipates changes in industry, creates strategies to
deal effectively with those changes.
Evaluates information with global and long term
perspectives.
Role Model
Creates value for customers by anticipating their
needs, partnering with them, exceeding expectations in
services and products for them.
Anticipates customer needs and consistently exceeds
their expectations.
Perseveres even in the most difficult circumstances to
achieve goals.
Sets high goals for self and others to increase short
term and long term profitability and growth.
Uses financial performance of the business unit to help
identify new financial goals that are aggressive, yet
attainable.
Attracts and Develops Top Talent - Attracts talented people to their organization and spends considerable time coaching their people, preparing them for other great jobs at
Convergys.
Unskilled Developing
Fails to help staff members turn mistakes into opportunities to
learn and improve performance.
Shows impatience when coaching staff members.
Displays favoritism and inconsistently applies policy.
Provides inconsistent performance feedback, if at all.
Discusses the outstanding accomplishment of team members with
manager or others on an infrequent basis, if ever.
Drives Change - Anticipates and champions opportunities for change that positively influence the direction of the organization; never complacent with current success.
Unskilled Developing
Does not communicate changes on a timely basis or to all parties
affected.
Focuses too much on what will be lost as a result of change versus
what the team or organization will gain.
Resists change and stifles team members' initiatives to improve
existing processes or service.
Demonstrates little understanding or concern that others may have
regarding change.
Launches change/improvement efforts without enlisting others
whose support is critical for successful implementation.
Proficient Highly Skilled
Acknowledges and recognizes people for their talent.
Creates and reinforces a climate for success in which people want to
do their best.
Allocates budget and time for each staff member to participate in
development activities.
Supports an inclusive work environment, where each employee has
the opportunity to contribute and achieve.
Providers helpful, behaviorally specific feedback for employee
development and improved performance in a timely manner.
Proficient Highly Skilled
Introduces new concepts, products, alliances, organizational
processes and business models.
Develops a clear picture of improvements needed and sets specific
goals and plans to achieve that vision.
Brings people together to discuss and deal with problems resulting
from change initiatives.
Implements Convergys vision, diversity goals, priorities and values.
Shows knowledge of the implications and cost involved in setting, as
well as changing priorities.
Role Model
Identifies critical jobs and ensures equal access
to opportunities associated with those jobs.
Encourages staff members to interface with
higher level managers through work assignments
and mentoring opportunities.
Recognizes people who recognize other's
accomplishments.
Sets high goals and standards of performance for
self and expects similarly high goals and
performance from others.
Customizes what forms of recognition or rewards
are most meaningful to each team member.
Uses variety of non-monetary rewards that are
unique and motivates each team member.
Role Model
Uses novel ways to deal with organizational
problems and opportunities building on the
creative ideas and efforts of others.
Leads change efforts and promotes innovation; is
vigilant in seeking efficient and effective ways of
doing business.
Demonstrates knowledge of the dynamics of
large systems/organization change, and how to
influence and support desired change.
Considers all possible consequences of the
change by identifying 'what if' scenarios and
prepares for that possibility.
Demonstrates sensitivity to the impact
organizational or process change has on each
member.
Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels
Unskilled Developing
Hoards knowledge and information as a way to gather more power
or influence.
Unable to sound convincing or persuasive when challenged to
defend rationale for decisions.
Tends to hire, promote and surround themselves with people who
only share their background and experience.
Uses clichés and words with vague meanings rather than more
precise words.
Seeks to win by intimidating others rather than seeking cooperative
solutions to issues.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's objectives.
Unskilled Developing
Fails to anticipate and encourage future developments in the
industry that may threaten the client's competitive advantage.
Surprised by marketplace changes due to lack of network contacts
and information.
Recommends solutions that don't support the client's and/or
Convergys' business needs and strategies.
Treats the action of seeking different opinions, perspectives and
approaches as a waste of time.
Works alone at times when working with others would build
stronger relationships and produce better results.
Proficient Highly Skilled
Admits making mistakes and seeks opportunities to strengthen self-
awareness by inviting feedback from others; is authentic.
Gives priority to activities where others achievements are praised and
highlighted.
Practices “management by walking around” to ask employees for both
negative and positive comments.
Models excellence in the way they perform their work.
Engages in effective, concise two-way personal communication.
Proficient Highly Skilled
Participates aggressively in developing relationships with senior client
management.
Seeks customer's input of how Convergys service and products
measure up to our competition.
Establishes internal and external relationships to promote sharing of
resources and best practices.
Develops distinctive strategies to achieve competitive advantage, and
positions his/her organization successfully to capitalize on
opportunities.
Gathers information from multiple sources (external and internal).
Role Model
Gains trust and respect from others by
consistently delivering results on commitments
and acts with integrity.
Acknowledges courageous employees who have
demonstrated high ethical standards or beliefs
through their behavior.
Stays in touch with and maintains relationships
with people at all levels of the organization.
Positions messages with motivating rationale that
inspires commitment and enthusiasm.
Displays confidence and stability when faced with
difficult, crisis situations requiring decisions to be
made under conditions of high uncertainty.
Role Model
Builds mutually beneficial business relationships
with internal and external client executives in a
collaborative manner.
Stays up-to-date on the 'best in class' practices
of other organizations and seeks to apply what is
learned to Convergys.
Incorporates the client's business challenges,
opportunities and strategies into collaborative
discussions of solutions.
Demonstrates the ability to apply concepts and
solutions from other businesses inside and
outside Convergys to meet the client's challenge.
Creates value for customers by anticipating their
needs, partnering with them, exceeding
expectations in services and products for them.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.
Unskilled Developing
Seeks to win by intimidating others rather than seeking cooperative
solutions to issues.
Fails to challenge organizational policies or practices that appear
to be exclusionary.
Demonstrates lack of understanding of other functional groups
which creates conflict and causes teams to work at cross-
purposes.
Hoards knowledge and information as a way to gather more power
or influence.
Does not demonstrate interest or encourage others to share ideas.
Proficient Highly Skilled
Utilizes effective negotiation skills (win/win).
Expresses appreciation and respect for others when they share
contrary opinions or sensitive feelings.
Listens, and allows for silence to help others generate differing
opinions.
Encourages open discussion.
Keeps their word by doing what they say they'll do.
Role Model
Achieves desired business results through others
with different backgrounds, perspectives, and
approaches.
Explores alternatives and positions to reach
outcomes that gain all parties support and
acceptance.
Communicates openly about innovative
approaches and ideas that create operational
efficiencies to others.
Encourages peers and team members to create
and share process improvement ideas.
Helps when a colleague needs support on a
project or assignment.
MANAGERIAL
Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.
Unskilled Developing
Treats success derived from implementing best practices as
a secret to be kept versus a tip to be shared
Hoards knowledge and information as a way to gather more
power or influence.
Expresses frustration with people who express contrary
views.
Shows indifference towards planning against goals and
working the plan.
Offers solutions, rather then posing questions that help staff
members learn, when presented with problems.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success
Unskilled Developing
Shows a limited view of global markets which narrows
thinking and eliminates any opportunity to serve new clients
in other countries.
Over-promises and under-delivers on commitments and
results, causing credibility to suffer.
Demonstrates a lack of understanding of financial data
which delays urgent decisions.
Establishes unrealistic schedules with overly aggressive
time frames to accomplish milestones.
Consumed by individual plans at the expense of managing
the overall strategy.
Proficient
Acquires best practice knowledge from internal sources.
Discusses differences and looks for common ground.
Articulates how the industry is changing and understands
what factors are currently impacting it.
Encourages continuous improvement initiatives.
Develops new approaches to improve or replace existing
procedures or systems.
Proficient
Gathers appropriate resources, technology and people.
Manages resources against plans and budget to deliver
commitments and to produce results.
Keeps self and others focused on key performance
deliverables.
Plans for contingencies.
Makes fulfilling customer needs and meeting deliverables the
highest priority.
Highly Skilled Role Model
Networks with others inside and outside the company to
identify new trends and best practices.
Questions established practices or procedures in the interest
of improving them.
Incorporates the client's business challenges, opportunities,
and strategies into collaborative discussions of solutions.
Evaluates information with global and long term
perspectives.
Highly Skilled Role Model
Creates value for customer and exceeds customer
expectations by knowing their business and key drivers,
anticipating their challenges, building partnering
relationships with them, and delivering services and
products to Service Level Agreements.
Anticipates customer needs and consistently exceeds their
expectations.
Persists despite obstacles and opposition.
Establishes work, projects, and team focus by identifying
short-term tactics to meet long term goals.
Sets and achieves goals consistently to provide
highest quality product/services which meet
needs and requirements of customers.
Attracts and Develops Top Talent - Attracts talented people to their organization and spends considerable time coaching their people, preparing them for other great jobs at
Convergys.
Unskilled Developing
Fails to help staff members turn mistakes into opportunities
to learn and improve performance.
Shows impatience when coaching staff members.
Displays favoritism and inconsistently applies policy.
Provides inconsistent performance feedback, if at all.
Discusses the outstanding accomplishment of team
members with manager or others on an infrequent basis, if
ever.
Drives Change - Proactively identifies change/improvements that will add value and helps employees understand what they need to do differently as a result of changes.
Unskilled Developing
Does not communicate changes on a timely basis or to all
parties affected.
Focuses too much on what will be lost as a result of change
versus what the team or organization will gain.
Resists change and stifles team members' initiatives to
improve existing processes or service.
Overlooks dealing with people's reactions and feelings
during and after tough issues are discussed.
Launches change/improvement efforts without enlisting
others whose support is critical for successful
implementation.
Proficient
Acknowledges and recognizes people for their talent.
Creates and reinforces a climate for success in which people
want to do their best.
Allocates time and resources for each staff member to
participate in development activities.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve.
Providers helpful, behaviorally specific feedback for
employee development and improved performance in a
timely manner.
Proficient
Introduces new concepts, products, alliances, organizational
processes and business models.
Establishes structures and processes to plan and manage
the orderly implementation of change.
Brings people together to discuss and deal with problems
resulting from change initiatives.
Implements Convergys vision, diversity goals, priorities and
values.
Shows knowledge of the implications and cost involved in
setting, as well as changing priorities.
Highly Skilled Role Model
Identifies critical jobs and ensures equal access to
opportunities associated with those jobs.
Identifies challenging opportunities for growth and enrolls
individuals into participation.
Recognizes people who recognize other's accomplishments.
Determines and measures personal accountability for
accomplishing work goals as well as own goals.
Customizes what forms of recognition or rewards are most
meaningful to each team member. Uses variety of non-
monetary rewards that are unique and motivates each team
member.
Highly Skilled Role Model
Uses novel ways to deal with organizational problems and
opportunities building on the creative ideas and efforts of
others.
Initiates and champions process reform when needed.
Invites participation from the key stakeholders to manage
change to ensure acceptance and transition.
Manages the conflicting factors of change.
Demonstrates sensitivity to the impact organizational or
process change has on each member.
Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels
Unskilled Developing
Hoards knowledge and information as a way to gather more
power or influence.
Unable to sound convincing or persuasive when challenged
to defend rationale for decisions.
Tends to hire, promote and surround themselves with
people who only share their background and experience.
Uses clichés and words with vague meanings rather than
more precise words.
Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's
objectives
Unskilled Developing
Demonstrates insensitivity to client issues by not
considering market and time pressures imposed by our
clients.
Surprised by marketplace changes due to lack of network
contacts and information.
Jumps to consideration of solutions without understanding
the client's view of their needs and challenges.
Shows a limited view of global markets which narrows
thinking and eliminates any opportunity to serve new clients
in other countries.
Works alone at times when working with others would build
stronger relationships and produce better results.
Proficient
Admits making mistakes and seeks opportunities to
strengthen self-awareness by inviting feedback from others;
is authentic.
Gives priority to activities where others achievements are
praised and highlighted.
Practices “management by walking around” to ask employees
for both negative and positive comments.
Models excellence in the way they perform their work.
Engages in effective, concise two-way personal
communication.
Proficient
Participates aggressively in developing relationships with
clients/customers.
Demonstrates the ability to out think our competition by taking
into account our industry knowledge and experience.
Establishes internal and external relationships to promote
sharing of resources and best practices.
Leverages emerging opportunities present in the marketplace
and the industry.
Gathers information from multiple sources (external and
internal).
Highly Skilled Role Model
Gains trust and respect from others by consistently
delivering results on commitments and acts with integrity.
Acknowledges courageous employees who have
demonstrated high ethical standards or beliefs through their
behavior.
Cultivates a broad network of relationships to exchange
ideas and rally support.
Creates and reinforces a climate for success in which
people want to do their best.
Empowers others to take personal initiative to produce
results
Highly Skilled Role Model
Builds customer confidence by communicating and
demonstrating regular progress against deliverables.
Networks with others inside and outside the company to
identify new trends and best practices.
Incorporates the client's business challenges, opportunities
and strategies into collaborative discussions of solutions.
Demonstrates the ability to apply concepts and solutions
from other businesses inside and outside Convergys to meet
the client's challenge.
Creates value for customers by anticipating their needs,
partnering with them, exceeding expectations in services
and products for them.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.

Unskilled Developing Proficient Highly Skilled Role Model

Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Fails to challenge organizational policies or practices that
appear to be exclusionary.
Demonstrates lack of understanding of other functional
groups which creates conflict and causes teams to work at
cross-purposes.
Hoards knowledge and information as a way to gather more
power or influence.
Does not demonstrate interest or encourage others to share
ideas.
Utilizes effective negotiation skills (win/win).
Expresses appreciation and respect for others when they
share contrary opinions or sensitive feelings.
Listens, and allows for silence to help others generate
differing opinions.
Encourages and welcomes discussions of difficult or
controversial topics in staff meetings.
Keeps their word by doing what they say they'll do.
Achieves desired business results through others with
different backgrounds, perspectives, and approaches.
Explores alternatives and positions to reach outcomes that
gain all parties support and acceptance.
Communicates innovative approaches and ideas that create
operational efficiencies.
Encourages peers and team members to create and share
process improvement ideas.
Helps when a colleague needs support on a project or
assignment.
SUPERVISORY
Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.

Unskilled Developing Proficient Highly Skilled Role Model

Treats success derived from implementing best practices as Routes articles regarding technical, professional and industry Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared. knowledge to others. identify new trends and best practices.

Hoards knowledge and information as a way to gather more
power or influence.
Expresses frustration with people who express contrary
views.
Shows indifference towards planning against goals and
working the plan.
Displays a limited perspective of the Convergys mission,
goals, strategies, strengths and weaknesses within the
scope of their supervisory responsibilities.
Discusses differences and looks for common ground. Initiates and champions innovation and process
improvement when needed.
Demonstrates the ability to see beyond the obvious and think
outside of defined norms. Evaluates project’s strategy and goals against industry
trends based upon knowledge from own role.
Uses continuous improvement and quality tools when
creating or documenting processes.
Accesses internal and external resources that
provide information on industry and market
trends.

Achieves Extraordinary Results - Consistently delivers results that directly impact business success.

Unskilled Developing Proficient Highly Skilled Role Model

Treats the action of seeking different opinions, perspectives
and approaches as a waste of time.
Over-promises and under-delivers on commitments and
results, causing credibility to suffer.
Impedes progress towards goals by unnecessarily
prolonged decision making.
Establishes unrealistic project completion dates.
Consumed by individual plans at the expense of managing
the overall strategy.
Provides team with focus and necessary resources to achieve
goals.
Sets and achieves goals consistently to provide highest
quality product/services which meet needs and requirements
of customers.
Keeps self and others focused on key performance
deliverables.
Identifies genuine priorities and communicates an appropriate
sense of urgency about goals, tasks, and projects.
Demonstrates understanding of how the efforts of their team
contribute to the success of the organization.
Creates value for customer and exceeds expectations by
knowing customer business and key drivers and delivering
services and products to Service Level Agreements.
Shows determination to achieve important goals.
Persists despite obstacles and opposition.
Seeks further resources on a proactive basis; does not wait
until resources are depleted.
Makes fulfilling customer needs and meeting deliverables
the highest priority.
Coaches for Improved Performance - Provides helpful, specific feedback for employee development and improved performance in a timely manner.
Unskilled Developing
Fails to help team members turn mistakes into opportunities
to learn and improve performance.
Shows impatience when coaching team members.
Avoids confronting team member’s poor performance and
hesitates to begin constructive action.
Gives vague feedback to team members and does not offer
specific ideas on how to improve performance.
Discusses the outstanding accomplishment of team
members with manager or others on an infrequent basis, if
ever.
Drives Change - Proactively identifies change/improvements that will add value and helps employees understand what they will need to do differently as a result of changes.
Unskilled Developing
Does not communicate changes on a timely basis or to all
parties affected.
Resists change and is obstinate when a different approach
is suggested.
Pressures team to deal only with the task at hand and stifles
reactions to change.
Overlooks dealing with people's reactions and feelings
during and after tough issues are discussed.
Seeks to convince others rather than seeking to understand
the other's point of view.
Proficient
Acknowledges and recognizes people for their contribution.
Recognizes and reinforces people's developmental efforts
and improvements.
Schedules coaching time with their employees just as they
would any other fundamental business activity.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve.
Assesses strengths and development needs of employees in
an accurate manner.
Proficient
Looks for better ways of doing things.
Keeps alert to new practices and technologies.
Seeks challenging and critical thinking and diverse opinions
from others.
Communicates changes in a way that makes the changes
sound feasible.
Communicates pending changes, rationale, for change, and
needed participation from team.
Highly Skilled Role Model
Provides helpful, behaviorally specific feedback for
employee development and improved performance in a
timely manner.
Meets with team members immediately after they complete
a training program to review what was learned and how
lessons are to be applied to the work setting.
Recognizes and rewards people who achieve an
outstanding result immediately.
Determines and measures personal accountability for
accomplishing work goals as well as own goals.
Customizes what forms of recognition or rewards are most
meaningful to each team member.
Uses variety of non-monetary rewards that are unique and
motivates each team member.
Highly Skilled Role Model
Communicates innovative approaches and ideas that create
operational efficiencies.
Initiates and champions process reform when needed.
Communicates with other teams or groups involved in
implementation of the change.
Gives guidance to team members as they work through the
process of transition.
Initiates and/or proposes solutions proactively.
Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels.
Unskilled Developing
Hoards knowledge and information as a way to gather
more power or influence.
Unable to sound convincing or persuasive when challenged
to defend rationale for decisions.
Tends to hire, promote and surround themselves with
people who only share their background and experience.
Uses clichés and words with vague meanings rather than
more precise words.
Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to attain business goals, focused on meeting the customer's
objectives.
Unskilled Developing
Fails to develop relationships throughout the organization
and experiences difficulty in achieving goals as a result.
Gets caught off guard by marketplace changes due to the
lack of network contacts and information.
Relies upon limited or select sources of information.
Fails to enlist the assistance of key organizations.
Works alone at times when working with others would build
stronger relationships and produce better results.
Proficient
Admits mistakes and seeks opportunities to strengthen self-
insight by inviting feedback from others; is authentic.
Gives priority to activities where others achievements are
praised and highlighted.
Practices “management by walking around” to ask employees
for both negative and positive comments.
Demonstrates and models the performance standards
expected from others.
Engages in effective, concise two-way personal
communication.
Proficient
Collaborates with other business units to seek alignment.
Cultivates a broad network of relationships to exchange ideas
and rally support.
Builds constituencies and consensus.
Takes advantage of available internal resources to maximize
operational performance.
Gathers information from multiple sources (external and
internal).
Highly Skilled Role Model
Gains trust and respect from others by consistently
delivering results on commitments and acts with integrity.
Acknowledges courageous employees who have
demonstrated high ethical standards or beliefs through their
behavior.
Cultivates a broad network of relationships to exchange
ideas and rally support.
Expresses appreciation and respect for others when they
share contrary opinions or sensitive feelings.
Fosters an environment of trust and respect for the
individual.
Highly Skilled Role Model
Builds customer confidence by communicating and
demonstrating regular progress against deliverables.
Networks with others inside and outside the company to
identify new trends and best practices.
Utilizes effective negotiation skills (win/win).
Cultivates mutually beneficial relationships throughout the
organization in the interest of achieving results.
Uses strong interpersonal and communication skills to
develop relationships in organization.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.

Unskilled Developing Proficient Highly Skilled Role Model

Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Fails to challenge organizational policies or practices that
appear to be exclusionary.
Focuses exclusively on own operation rather than
developing a broad perspective of other initiatives in the
organization.
Hoards knowledge and information as a way to gather
more power or influence.
Does not demonstrate interest or encourage others to
share ideas.
Viewed as a team member, not a competitor with peers.
Encourages the team to consider better ways of doing things.
Listens, and allows for silence to help others generate
differing opinions.
Encourages and welcomes discussions of difficult or
controversial topics in staff meetings.
Keeps their word by doing what they say they'll do.
Achieves desired business results through others with
different backgrounds, perspectives, and approaches.
Explores alternatives and positions to reach outcomes that
gain all parties support and acceptance.
Encourages peers and team members to create and share
process improvement ideas.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve
Engages team as problem-solvers for all challenges.
INDIVIDUAL CONTRIBUTOR
Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.

Unskilled Developing Proficient Highly Skilled Role Model

Treats success derived from implementing best practices as Routes articles regarding technical, professional and industry Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared. knowledge to others. identify new trends and best practices.

Hoards knowledge and information as a way to gather more
power or influence.
Is quick to criticize and question others who present
opposing opinions.
Shows indifference towards planning against goals and
working the plan.
Displays a limited perspective of the Convergys mission,
goals, strategies, strengths and weaknesses within which
their responsibilities lie.
Discusses differences and looks for common ground.
Demonstrates the ability to see beyond the obvious and think
outside of defined norms
Uses continuous improvement processes effectively.
Accesses internal and external resources that
provide information on industry and market
trends.
Initiates and champions innovation and process
improvement when needed.
Evaluates own performance, products, services, and
processes against quality standards.
Participates in cross-functional teams to gain cross-
fertilization and diverse disciplines' viewpoints.
Communicates innovative approaches and ideas that create
operational efficiencies.

Achieves Extraordinary Results - Consistently delivers results that directly impact business success.

Unskilled Developing Proficient Highly Skilled Role Model

Causes confusion when priorities are not anchored to the
goals of the organization.
Completes only those projects and tasks that have been
assigned; rarely looks for opportunities to do more.
Impedes progress towards goals by unnecessarily prolonged
decision making.
Establishes every task, project or activity as a high priority
item.
Focuses too much on the day-to-day work at the expense of
longer term issues.
Establishes project plan and team focus.
Manages self and resources against plans and budget to
deliver commitments and to produce results.
Focuses on key performance deliverables.
Monitors and adjusts activities to meet objectives.
Makes fulfilling customer needs and meeting deliverables the
highest priority.
Builds mutually beneficial business relationships with
internal and external clients in an open, friendly and
accepting manner.
Shows determination to achieve important goals.
Persists despite obstacles and opposition.
Seeks further resources on a proactive basis; does not wait
until resources are depleted.
Cultivates a broad network of relationships to exchange
ideas and rally support.
Drives Change - Proactively identifies change/improvements that will add value and positively contributes to the implementation of change.

Unskilled Developing Proficient Highly Skilled Role Model

Does not communicate changes on a timely basis or to all
parties affected.
Resists change and is obstinate when a different approach
is suggested.
Verbalizes a lack of confidence about successful outcomes
of impending change.
Stifles team members’ initiatives to improve existing
processes or service.
Looks for better ways of doing things.
Is alert to new practices and technologies.
Generates new and appropriate interpretations and behaviors
in response to unfamiliar cultural settings.
Adapts to changes in work parameters in a productive
manner.
Proposes new approaches, methods, or technologies
Communicates innovative approaches and ideas that create
operational efficiencies.
Initiates and champions process improvement when
needed.
Displays a ‘can-do’ attitude and approaches challenges
from a problem-solving perspective.
Acknowledges the transition process for accepting change
both for self and others.

Reacts to changes in the business instead of proactively Initiates and/or proposes solutions proactively.
planning for them.

Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels

Unskilled Developing Proficient Highly Skilled Role Model

Hoards knowledge and information as a way to gather more
power or influence.
Fails to project enthusiasm or energy in their tone of
speaking.
Ignores comments that hurt, alienate or may embarrass
people from a different background or belief system.
Uses clichés and words with vague meanings rather than
more precise words.
Seeks to win by intimidating others rather than seeking
cooperative solutions to issues.
Accepts full responsibility for individual results.
Shows a level of patience appropriate to the situation.
Promotes harmony among team members.
Demonstrates appreciation for diversity and cultural
differentiation.
Shows respect for others' opinions.
Utilizes effective negotiation skills (win/win).
Adjusts actions as appropriate in consideration of others
needs and circumstances.
Gains trust and respect from others by consistently
delivering results on commitments and acts with integrity.
Achieves desired business results through others with
different backgrounds, perspectives, and approaches.
Works cooperatively with others to produce innovative
solutions.
Builds and Leverages Customer Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's
objectives.
Unskilled Developing
Socializes plan with stakeholders on a minimal basis.
Surprises stakeholders by making changes which are not
communicated.
Focuses too much attention on tasks and details and not
enough on people and relationships.
Judgmental and critical to an extreme in day-to-day dealings
with others.
Works alone at times when working with others would build
stronger relationships and produce better results.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.
Unskilled Developing
Seeks input and opinions from a select few.
Fails to challenge organizational policies or practices that
appear to be exclusionary.
Treats the success derived from implementing a best
practice as a secret to be kept versus a tip to be shared.
Surprises others by sharing information in meetings that
needed to be communicated beforehand.
Does not demonstrate interest or encourage others to
share ideas.
Proficient
Collaborates with other business units to seek alignment.
Cultivates a broad network of relationships to exchange ideas
and rally support.
Accesses internal and external resources that provide
information on industry and market trends.
Uses support systems to navigate transition.
Gathers information from multiple sources (external and
internal).
Proficient
Viewed as a team member, not a competitor with peers.
Solves problems collaboratively.
Listens actively and gives full attention to the speaker.
Embraces change personally and encourages others to
embrace change.
Responds quickly to questions and requests for information
that others may have.
Highly Skilled Role Model
Brings diverse perspectives and approaches together to
create unique solutions.
Networks with others inside and outside the company to
identify new trends and best practices.
Utilizes effective negotiation skills (win/win).
Builds mutually beneficial business relationships with
internal and clients in an open, friendly and accepting
manner.
Matches people and activities to get things done effectively.
Highly Skilled Role Model
Achieves desired business results through others with
different backgrounds, perspectives, and approaches.
Shares information regarding observed developing trends
with upper management.
Collaborates with other business units to seek alignment.
Supports an inclusive work environment, where each
employee has the opportunity to contribute and achieve.
Discusses differences and looks for common ground.