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MANAGEMENT BEHAVIOURAL COMPETENCY

SERVICE ORIENTATION

Definition: Acts with the needs of stakeholder(s) in mind by establishing a rapport with the other party. Involves putting oneself into the mindset of the stakeholder and facilitating
delivery of solutions that meet their underlying and unexpressed needs. It implies a genuine desire to assist others while developing and maintaining strong relationships with
them. Focuses ones efforts on discovering and meeting the needs of client(s), while balancing NRCs key business and strategic priorities. Stakeholder is broadly defined,
including internal or external individuals, customers, groups or organizations.

Scale progression: The scale progresses based on the depth of understanding of and response to the other partys needs.

Level 1 Level 2 Level 3 Level 4 Level 5


Maintains clear Takes responsibility and Acts to make things better and Nurtures relations; addresses Uses a long-term perspective;
communication personal pride in providing to provide better service underlying stakeholders needs acts as a trusted advisor
support, advice or services
Follows through, when Takes personal Thinks and acts in the best Understands the stakeholders Becomes involved in the
asked, on stakeholder responsibility for correcting interest of the client with a business issues and/or seeks stakeholders decision-making
inquiries, requests and/or service problems promptly mindset of improving service information about his or her process, while remaining
complaints in a friendly, and non-defensively; and/or solutions. underlying needs, beyond those objective, impartial and
cheerful manner. responds promptly to client States candidly what can be expressed initially. upholding the ethical principles
Keeps stakeholders concerns and ensures that done to meet others needs, Shows a genuine interest in of NRC.
informed about progress they are aware of what offering innovative/creative connecting with the other party Builds an independent opinion
of projects; provides useful actions are being taken. solutions to problems. over the longer term; learns more on the stakeholder needs,
advice, information and Explains the rationale for Meets and/or exceeds about the stakeholder in order to problems/opportunities, and
expertise. decisions and/or outcomes stakeholders expectations. enhance the relationship and possibilities for implementation;
Provides customers with to the client.
Defines value of service from
provide a better service. may act on this opinion (e.g.,
timely, effective Works cooperatively with the point of view of the client. Adds value by taking action recommends approaches
information, products and beyond normal expectations; which are new and different
other departments and/or Makes self fully available, from those requested by the
services. agencies to meet client demonstrates a client first
especially when client is going other party).
Is prompt and courteous in needs. through a critical period. (e.g.,
orientation by working to remove
ensuring that the barriers and identifying Anticipates challenges and
spends extra time and effort
customers immediate new/creative approaches to opportunities for high value
with client when the client
needs or complaints are providing top-notch client service. customer/client segments;
needs it).
satisfied. Commits to doing (or having proactively seeks and
Asks questions of the others do) additional structures new solutions in
other party to maintain work/research in order to solve a clients best interests.
clear communication stakeholders problem or surpass
regarding mutual and their need(s).
realistic expectations, Continually seeks information
desires or needs for from multiple sources about a
improvement; monitors clients underlying or future
satisfaction. needs.