Manager, Supervisor & CEMA Skill Set Model County of Santa Clara

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1 Leads Innovation Leadership Styles Manages Change Models Integrity, Trust & Transparency Strategic Thinking and Planning Manager, Supervisor & CEMA Skill Set Model County of Santa Clara Conflict Management Customer Focus Interpersonal Communications Meeting Management Presentation Skills; Public Speaking Leadership Skills Visionary Communication Skills Interpersonal Operational Skills Tactical Supervisory Skills Managerial County Business Processes Critical Thinking/Decision Making Fiscal Responsibility Measuring and Reporting Outcomes Priority Management Project & Program Management Quality Improvement Accountability Coaching & Mentoring Collaboration & Teambuilding Employee Engagement Supervisory Skills/Managing Performance Created by Learning & Employee Development, LED Executive Steering Committee & CEMA

2 Organizational alignment to mission/values/goals as evidenced through: LEADERSHIP SKILLS - Visionary Leads Innovation Leadership Styles Manages Change Models Integrity, Trust & Transparency Strategic Thinking and Planning COMMUNICATION SKILLS - Interpersonal Conflict Management Customer Focus Interpersonal Communications Meeting Management Presentation Skills; Public Speaking OPERATIONAL SKILLS - Tactical County Business Processes Critical Thinking/Decision Making Fiscal Responsibility Measuring and Reporting Outcomes Priority Management Project & Program Management Quality Improvement SUPERVISORY SKILLS - Managerial Accountability Coaching & Mentoring Collaboration & Teambuilding Employee Engagement Supervisory Skills/Managing Performance

3 Leadership Skills Visionary Leads Innovation Leadership Styles Managing Change Models Integrity, Trust and Transparency Strategic Thinking and Strategic Planning Applies original thinking to job responsibilities that improves processes, methods, systems, or services. Generates new ideas, challenges the status quo, takes risks, supports change, and solves problems creatively. Develops new insights into situations and applies innovative solutions to make organizational improvements; fosters a work environment that encourages creative thinking, innovation and reasonable risk taking; designs and implements new or cutting-edge programs/processes. Evaluates and shares information regarding key technologies, best practices, and tools to others in the group. Employs different leadership styles to maximize performance of diverse employees requiring varying levels or types of guidance. Changes behavioral style or method of approach, when necessary, to optimize results. Adjusts style and strategy as appropriate to the needs of the situation. Leads change by example. Establishes a sense of urgency. Anticipates and accepts change as positive. Adapts plans as necessary. Secures early wins to build credibility and shared acceptance of value. Effectively involves key people in the design and implementation of change. Effectively managers others resistance to organizational change. Looks for ways to make changes effective when implemented, rather than only identifying why change will not work. Shows willingness to learn new methods, procedures, or techniques, resulting from departmental or County-wide change. Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports County values, and conveys good news and bad. Shows a commitment to serve the public. Ensures that individual and organizational actions meet public needs. Aligns organizational objectives and practices with public interests, ensuring compliance with public visibility laws. Applies systems thinking: views problems as parts of an overall system. Focuses on long-range cycles rather than linear cause and effect. Identifies the linkages, interdependencies and interactions between system elements. Accurately pinpoints small or incremental changes that affect the system positively. Formulates objectives and priorities, and implements plans consistent with the long-term interests of the County and the department. Considers policies, economy, environment, politics, resources, capabilities, constraints, and County mission, vision and values. Scans the environment within and outside the County for current risks, opportunities, and future changes. Can rapidly capitalize on opportunities and manage risks and contingencies, recognizing the implications for the organization and stakeholders Learning & Employee Development Page 3

4 Communication Skills Interpersonal Conflict Management Customer Focus Interpersonal Communications Meeting Management Presentation Skills; Public Speaking Operational Skills Tactical County Business Processes Critical Thinking/Decision Making Addresses substantial conflicts and disagreements and attempts to resolve them collaboratively through consensus-building. Recognizes conflict and identifies ways to help involved parties work through their conflict. Identifies and leverages areas of agreement when working with conflicting individuals or groups. Maintains awareness of broad, longer-term objectives and works to ensure that all parties share this awareness while seeking solutions. States own point-of-view in a non-defensive manner without criticism. Effectively listens and responds to customer s questions and complaints, communicates with customers, deals with service problems politely and efficiently. Is always available for customers, follows procedure to solve customer problems, understands company products and services, and maintains pleasant demeanor and professional image. Effectively demonstrates active listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, provides accurate and tactful feedback, handles difficult conversations effectively, solicits feedback and welcomes constructive criticism. Possesses emotional intelligence and awareness of interpersonal dynamics. Maximizes the effectiveness of meetings through tools such as agenda, facilitation, minutes, and timekeeping protocols. Agendas include goals/outcomes and time allocations. Utilizes a variety of facilitation techniques to delineate problems and develop solutions. Ensures that participants leave meetings understanding shared responsibilities or actions assigned specifically to them. Meetings produce outcomes that resolve issues and continually improve operations, delivery of services, and customer satisfaction. Can effectively present to groups in both formal and information presentation settings. Demonstrates ability to use appropriate technology and visual aids to enhance presentations. Is aware of audience engagement, understanding of material and/or message. Changes delivery style when something is not working. Possesses a comprehensive understanding of the topic and the ability to articulately respond to spontaneous comments and questions. Comfortably presents to a broad and diverse audience using a variety of presentation methods to maintain interest. Demonstrates a broad understanding of administrative, fiscal and operational business processes which exist within county government and the relationships that exist between their organization and others. Understands County organization structure to accomplish specific activities or goals. Stays informed of current County processes by navigating resources, including Board of Supervisors agendas, videos, and minutes. Exhibits higher level thinking by skillfully analyzing, evaluating, and rationalizing current thinking mode. Gathers and assess pertinent information from observations, asks critical questions to interpret data, ideas, and concepts effectively. Identifies problems through analyses, separates important information from unrelated, involves stakeholders in pursuing solutions, and responds in timely manner Learning & Employee Development Page 4

5 Operational Skills Tactical Fiscal Responsibility Measuring and Reporting Outcomes Priority Management Project & Program Management Quality Improvement (continued) Demonstrates broad understanding of principles of financial management and can advocate for ideas/initiatives that foster transparency and the responsible and efficient use of resources. Engages stakeholders to ensure appropriate funding levels. Identifies cost-effective approaches. Understands the organization's financial processes. Develops, justifies, and administers the program budget. Applies sound fiscal resource management principles, business/industry best practices, and applicable policies, regulations and laws to support operations. Sets clear, quantitative and qualitative measures to monitor process, progress and outcomes. Uses a variety of program measures (e.g. cost, quality, data, inputs, outputs) to show accomplishment or lack of toward set goal or objective. Assesses outcomes for effectiveness and efficiency against identified objectives. Clearly reports on progress, outcomes, and in meeting goals and objectives. Establishes a systematic course of action for self and others to ensure accomplishment of a specific objective. Sets priorities, goals, and milestone timetables to achieve maximum productivity. Develops or uses systems to organize and keep track of information (e.g., "to-do" lists, appointment calendars, follow-up file systems). Continually evaluates priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved. Tracks activity status and keeps clear, detailed records of activities related to accomplishing stated objectives. Possesses a comprehensive understanding of project scope and goals. Plans project implementation through the establishment of project goals, milestones, processes, and reporting mechanisms; defines roles and responsibilities. Acquires and manages project resources; coordinates projects throughout the organization, using collaborative approaches and tools. Communicates status and resolves issues effectively with all stakeholders. Program Management manages a set of related projects by aligning several projects to achieve program goals and leverage the collective benefits of these projects. Ensures that the overall program structure and program management processes support successful completion of the individual project with the program. Makes sure that project deliverables align with and support the program s end product, service, results, or benefits Uses a variety of tools to analyze existing processes to identify areas to improve. Determines and focuses on root causes, rather than Band-Aid short-term solutions. Rigorously addresses apprehension so that honest evaluation of ideas and solutions occurs. Celebrates failures and mistakes as opportunities to learn. Institutes training and learning as part of the job. Builds realistic and reasonable improvement plans and includes a wide range of stakeholders in the ideas. Provides logical and consistent communications about the improvement change and adopts input easily. Measures the results of the implementation and honestly reports outcomes Learning & Employee Development Page 5

6 Supervisory Skills Managerial Accountability Coaching & Mentoring Collaboration & Teambuilding Employee Engagement Supervisory Skills/Managing Performance Demonstrates consistent commitment and dedication, and follows through on all duties, projects, goals, and obligations. Fulfills commitments to others and can be consistently trusted to meet professional responsibilities at a high standard. Holds self and others accountable for responsibilities; keeps their word. Can be relied upon to ensure that projects within areas of specific responsibility are completed in a timely manner and within budget. Accepts responsibility for mistakes. Establishes an effective, professional, and positive relationship with staff. Facilitates skill development by directly providing clear behavioral and operational specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem. Describes the impact of actions and checks for understanding. Develops relationships that encourage a committed, long-term engagement which supports emotional growth and professional development of a mentee. Develops an ongoing process that helps the mentee grow and mature professionally. Creates a safe environment where the mentee is able to talk freely and confidentially. Develops networks and builds alliances, engages in cross-functional activities; collaborates across boundaries, and finds common ground with diverse stakeholders. Utilizes contacts to build and strengthen internal support bases. Develops teamwork while participating in a group, working toward solutions which generally benefit all involved parties. Demonstrates respect for the opinions of others. Provides assistance, shares information and expertise with others to enable them to accomplish goals. Defines and acknowledges team success. Understands and continually implements best practices for building high performance teams. Anticipates and resolves conflicts, utilizes team diversity and unique talents as advantages, defines processes and goals, works for consensus. Inspires creativity, engagement, and commitment from team members. Fosters an environment where employees are encouraged to commit to exceptional customer experiences. Provides an atmosphere for employees to share ideas, learn, progress, advance, and feel respected and valued. Develops relationships with employees to learn about their talents, interests, strengths and needs to achieve individual and department goals. Builds and manages workforce based on organizational goals, budget considerations, and staffing needs. Ensures that employees are appropriately recruited, selected, trained, appraised, and rewarded. Develops realistic plans, sets short and long-term goals, and aligns plans with County and department goals. Conducts regular one-on-one coaching for both development and performance, and watches for career opportunities. Delegates both exposure (the chance to watch higher-level work done by others) and experience (the chance to practice new skills on actual work). Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance and self-confidence. Gives praise and other means of recognition Learning & Employee Development Page 6

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