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Transcript of Bc Generic Skills
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8/6/2019 Bc Generic Skills
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Generic Skills
Generic Skills
1. Business Management and Development
2. Communications
3. Financial Planning & Management
4. Marketing and Customer Service
5. Project & Contract Management
6. Human Resources
7. Computer Skills
The United Kingdoms international organisation for educational opportunities and cultural relations.We are registered in England as a charity.
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Business Management and Development
Definition
The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate businessstrategy, to understand crucial business drivers, both internal and external, and assess various business development options and interrogatemanagement information. Effective management of resources across the business.
Area ofResponsibility
Level 1 Level 2 Level 3
Market analysisand businessintelligence
Understands the importance ofmarket analysis and is aware ofmarket trends, including competitoractivity.
Collects and uses relevantquantitative and qualitative data onthe target audience or market.
Contributes to the identification andanalysis of needs for existing andnew markets, clients, partners andcustomers.
Establishes and implements systemsto collect, analyse and disseminatemarket information.
Identifies and understands marketsegments, applies this knowledge inanticipating and meetingclient/customer/partner needs and
generates a creative and successfuloffer in response.
Monitors market trends and potentialopportunities.
Recognises the need for market intelligenceand is responsible for the design of marketresearch.
Understands and uses market intelligencee.g. market gaps and competitor position inthe development of new sources of incomegeneration and commissioning of new
products and services which achieve theincome and impact required.
Assesses and makes judgements on marketintelligence either to expand businessopportunities, commission newproducts/services or to decommissionexisting work.
Businessstrategy
Understands how new activitiessupport achievement of corporateoutputs.
Ensures that activity is in line withtechnical and financial businessobjectives.
Makes a measurable contribution tothe development of business strategyand value for money indicators.
Positions the business for now andthe future by identifying innovativesolutions to achieve impact andrevenue targets.
Understands negotiation tools andtechniques and can apply these tosupport the achievement of businessobjectives.
Establishes business strategy and leads therealisation of dual-key plans.
Leads on the design of innovative business
development approaches and theassessment of delivery mix to achievemaximum impact and income for the BC andclients / customers / stakeholders / partners.
Leads on the development andimplementation of negotiation strategies andpartnership agreements that lead toenhanced business achievements.
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Area ofResponsibility
Level 1 Level 2 Level 3
Product andservicedevelopment
/commissioning
Understands the need to developand/or commission new products,services and solutions that supportthe delivery of corporate objectivesand meet stakeholder andcustomer needs.
Develops, through recognisedplanning processes, new projectsand services with an understandingof which approaches will work in localcontext and of how it will facilitateachievement of corporate outputs.
Understanding of and the ability tomanage commissioning andtendering processes.
Takes the lead for product and servicedevelopment across a portfolio of services.
Recognises and manages either gaps in the
product/service portfolio or opportunities fornew products and services.
Responsible for identifying, designing andsecuring appropriate competitively tenderedprojects.
Managing Risk Demonstrates an understanding ofbusiness risk and can identifywhere risks may originate from.
Undertakes business riskidentification and analysis for specificinitiatives in line with BRMF. Usesthis to inform approach and managerisk.
Responsible for risk and opportunityidentification across the business andunderstands when a level of risk isacceptable.
Complies with Business Risk Management
Framework responsibilities (if identified as aBMRF Process Owner).
Managingrelationshipswith customers,clients andstakeholders
Collects and analyses client /stakeholder / partner feedback andperceptions and identifies needswithin specific area of work.Identifies barriers to servicedelivery and contributes to theirresolution.
Communicates consistently andeffectively with stakeholders and
responds to changingcircumstances in order to enhancebrand and reputation.
Takes the lead role in managing theclient and stakeholders for a specificactivity.
Keeps abreast of operating context.Uses stakeholder analysis, facilitationand problem solving approaches toresolve issues and remove barriersto effective service delivery.
Identifies important relationships anddevelops strategies to strengthenthese within specific area of work.
Manages complex or strategically importantclient/stakeholder/partner relationships, whichachieve significant impact for the Council.
Anticipates changing circumstances andbarriers to stakeholder engagement andtakes action to minimise these.
Resourcemanagement forbusinessdevelopmentandimplementation.
.
Understands and uses human,financial, IT and knowledgeresources efficiently and effectivelyin order to achieve results.
Has strong sense of value formoney and understands theimportance of delivering withinexpenditure and income budgets.
Negotiates and manages thedeployment of resources in efficientmanner and in the context of a clearunderstanding of overall strategy.
Identifies and actively manages thedevelopment of staff skills that areneeded when building new strategiesand business.
Takes the lead and is responsible for theefficient use of all resources in order toachieve corporate outputs.
Uses the commissioning process to alignresources with priorities.
Develops effective resource managementstrategies and policies for a portfolio of work
and monitors their implementation.
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Area ofResponsibility
Level 1 Level 2 Level 3
Supports procurement andnegotiation processes.
Understands how to use andcommunicate managementinformation.
Identification and management ofresource risks including anticipatingchanging circumstances andmediating between conflicting needsand expectations.
Monitoring andEvaluation
Understands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.
Supports the achievement oftargets and monitors own
contribution towards these.
Builds monitoring and evaluation intothe business strategy.
Grounds evaluation in externalmarket context and adjustsmeasurement to provide clearevidence of effectiveness.
Studies evaluation data to see if newapproaches have had the desiredimpact, reflects on lessons learnedand communicates the results ofvaluation.
Identifies best practice, learning, newprocesses or ways of working that lead tocost savings/improved delivery beyond teamlevel.
Agrees measurable and challenging targetsfor individual initiatives and manages
progress towards these.
Ability to understand and interpret the resultsand leads on the discussion anddissemination of the results.
Links to Job Families
1. Human Resources.
2. Contract Management.
3. English.
Links to Behavioural Competencies
1. Achievement.
2. Analytical thinking.
3. Entrepreneurship.4. Leading and developing others.
5. Relationship building for influence.
6. Working strategically.
7. Customer service orientation.
Links to generic skills.
1. Human Resource Management.
2. Financial planning and management.
3. Contracts and projects.
4. Marketing and customer service.
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Area of Responsibility Level 1 Level 2 Level 3
Speaking and listeningskills
Contributes to discussions andpays attention to the timing andsetting of discussions
Is able to express non-complexideas, thoughts and feelings
Gives feedback honestly andconstructively
Asks questions when he/she doesnot understand what is being saidor to clarify the issue
Listens attentively, usesappropriate tone of voice and ispolite
Makes balanced and effectivecontribution in difficult situations e.g.conflicts between staff members
Communicates ideas clearly, effectively,persuasively to an individual or a group
Varies speaking style according toaudience
States different and/or critical opinionswithout causing offence
Is aware of his/her own and others bodylanguage
Contributes to meetings effectively toensure all parties can respond and/orparticipate
Delivers presentations effectively
Acts as a sounding board for colleagues
Listens empathetically (paying attentionto words, feelings and thoughts of thespeaker, and responding appropriately)
Motivates, encourages and inspiresindividuals and groups throughappropriate use of language andmanner
Delivers presentations to internaland external audiences, andhandles questions effectively
Able to communicate directly andappropriately with senior externalstakeholders (e.g. at receptions,presentations etc)
Uses consultancy skills (listening,questioning, analysing issues,outlining options etc.) to enhanceunderstanding and help othersexpress and develop their ideas
Understanding purpose Judges when to communicate andunderstands theimpact/consequences of his/hermessage on others
Ensures communications areappropriate to purpose andprepares for important discussions
Has a basic understanding of thecultural environment in whichhe/she is communicating
Develops, implements and evaluates aneffective communication strategy andplan
Applies level 1 principles in complexcommunications to diverse audiences
Demonstrates an understanding of the
wider environment (cultural, political,social etc.) in which he/she iscommunicating.
Plans and manages acommunications programme todeliver corporate and businessobjectives
Takes calculated risks withcommunications in order to provokea desired response
Understanding theaudience
Identifies and understands thecommunications needs,expectations and preferences of theaudience he/she wants tocommunicate with
Adapts his/her approach for simplemessaging to his/her audience
Analyses the communication needs ofnew target audiences
As appropriate, encourages andgenerates two-way communications withtarget audiences to increase mutualunderstanding and adaptcommunications as required.
Uses market research techniquesto improve understanding of anaudiences communicationspreferences and needs (now and inthe future)
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Area of Responsibility Level 1 Level 2 Level 3
Understanding tools andmedia
Chooses between basiccommunication methods dependingon context
Is aware of and understands how to usea wide range and the right combinationof communication tools as appropriate
Understands the impact of different tools
Evaluate effectiveness ofcommunications
Able to plan and manage multi-media communications programme
Assesses potential of new andexisting communicationstools/media
Develops new and existingcommunications tools and media
Knowledge Sharing Passes on information proactivelyand in a timely manner
Finds out where knowledge andinformation are held
Is aware of British Councilknowledge sharing practices andtools
Understands the importance of
appropriate knowledge sharing
Is aware of and applies BritishCouncil Records standards andguidelines
Understands and applies dataprotection principles
Demonstrates commitment to sharinginformation and knowledge withcolleagues throughout the organisation
Able to build appropriate networks
Encourages others to share informationand knowledge with one another.
Able to create knowledge sharingstrategy for project/business
Links to Job Families
1. Marketing and Communications
2. Web, Knowledge and Information Management
Links to Behavioural Competencies
1. Analytical thinking
2. Customer service orientation
3. Flexibility
4. Intercultural Competence
5. Leading and Developing Others
6. Professional Confidence
7. Relationship-Building for Influence
8. Self-Awareness
9. Teamworking
10. Working Strategically
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Financial Planning and Management
Definition
Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreedresults/outputs within established criteria for budget and timescale, using the appropriate policy and process.
Area ofResponsibility
Level 1
This level - will be expected toseek guidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3will provide guidance to L1 and L2
Risk Management Awareness of corporate/globalpolicies and processes in relation torisk management including thebusiness tool, Business RiskManagement Framework (BRMF)and know where to locate thisinformation
Knowledge and experience ofcorporate/global policies and processesin relation to risk (including BRMF) andhow these link todepartmental/country/regional level riskmanagement
Ability to identify and manage these
risks
Communicates exceptions atdepartmental/country/regional level
Lead on the management of risk, byassigning roles and responsibilities,ensuring reviews take place and risksare managed at adepartmental/country/ regional level
Ability to identify opportunities andmanage any financial risks associated
with them
Takes responsibility for reportingexceptions to the appropriate seniormanagement forum
Planning andForecasting
Awareness of BC planning cycle anddeadlines and where to locate thisinformation
Understanding of process to set upand maximise benefits of an effectivemanagement reporting structure(WBS + cost codes) includingbudgets and commitments
Has basic knowledge of the conceptof cashflow (movement of money inand out of the organisation) andprovides the relevant financialinformation to budget holder as partof the cash flow forecasting exercise
Knowledge and application of BCplanning cycle plus policies, processes(FPS) and timetables
Contributes to departmental/country/regional financial plan
Uses systems to accurately cost a
project/activity
Supervises the setting up of a financialmanagement reporting structure (WBS+cost codes for FABS countries)including budgets and commitments
Produces a cash flow forecast forproject/activity
Ability to produce a financial plan tosupport programme of activity fordept/country/region
Ability to cost activity, including costbenefit analysis where appropriate
Ability to construct pricing structures
(e.g. pricing exams, course fees)
Use forecasting as a tool to identifypatterns/trends in expenditure/income
Monitoring andReporting
Understand how to access reportsand verify transactions posted tobudgets, where financial role permits
Knows how to create and maintain
Understand how to access and processreports, including income andexpenditure statements and balancesheet
Takes lead responsibility for monitoringand reporting at departmental/country/regional level
Able to analyse and interpret complex
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Area ofResponsibility
Level 1
This level - will be expected toseek guidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3will provide guidance to L1 and L2
financial management informationrecords for projects/activity (showing
budget, actuals, commitments andforecast outturn)
Understands how to review thestatus of creditors and debtors andknow how to escalate problem itemsas appropriate
Has basic knowledge of BRMF toolfor monitoring and is aware of theirown role in this process
Monitor financial performance againsttargets and takes action to manage
exceptions (e.g. over/underspend on aparticular budget)
Monitor creditors and debtors and reportexceptions at BRMF meetings asappropriate
financial data in order to makeappropriate
recommendations/proposals tobusiness plans/projects
Reports directly and appropriately withinternal and external stakeholders onfinancial matters
Receipts Process:
Invoiced and non-invoiced
Knowledge of customer master data -process plus content and data
standards
Ability to run debtor reports or knowwhere to access them and identifydebtor position e.g. check if amountsare overdue
Awareness of the concept ofreconciliation and ability to prepare astatement of expected income whererequired
Knowledge plus application of bad debtpolicy and process
Checks and approves reconciliation ofreceipts to cash banked (whererequired)
Lead on any bad debt applications forwrite off
Takes responsibility for ensuringreconciliation of receipts to cashbanked are completed where required
Payment Process Knowledge of the procedures for
setting up vendors on the corporatesystem (SAP)
Awareness of payment systemprocess and document standards,including travel and expenses, orwhere to locate the information
Knowledge of, and manages, the risks
associated with setting up of vendorsEnsures payments are processedcorrectly and creditors are effectivelymanaged
Ensure that resources are in place,
roles and responsibilities are clearlydefined and allocated and that there iscompliance with corporate standards,to enable the payment process to runefficiently and effectively
Impact of financialtransactions onBC statutory
reporting plus
Has a basic awareness of howtransactions impact on corporateaccounts
Understands how transactions impacton the corporate accounts
Understand internal management
Demonstrates an understanding of thewider environment in which theorganisation is operating and the
impact this has on financial
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Area ofResponsibility
Level 1
This level - will be expected toseek guidance from L2 and L3
Level 2 Level 3
Although not specifically stated L3will provide guidance to L1 and L2
other reportingobligations
Awareness of statutory and internalmanagement principles and
practices, including accruals, andwhere to locate guidance e.g.Essential Finance
Ability to correct accounting entriesand to cross charge betweenbusiness activities or provide relevantinformation for the journal to beraised.
principles and practices, includingaccruals, in the recording of transactions
transactions, e.g. devaluation
Takes lead responsibility for ensuring
that transactions are properly recordedin the accounts
Links to Job Families
4. Finance
5. Contract Management
Links to Behavioural Competencies
8. Analytical Thinking
9. Holding People Accountable
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Marketing and Customer Service
Definition
Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussedproducts and services at the right time, in the right place and in an appropriate way.
Area of Responsibility Level 1 Level 2 Level 3
Understanding the BritishCouncil and its values
Understands the British Counciland works within the values
- Who we are
- Why we are here
- What we want to achieve
Ensures new colleaguesunderstand and apply BritishCouncil Values
Positively influences all customersabout British Council in a mannerthat encourages them to engagewith the organisation
Takes responsibility for championingthe brand and ensuring that brandvalues are embedded in allprogrammes, projects, products andservices
Understanding potentialmarkets/customers
Provides input into basicadministration of market research
Recognises potential customersand actively promotes BritishCouncil products and services tothem
Understands the importance ofmarket research and the benefitsit provides
Supports the development ofproducts, services, projects andactivities for agreed target groups
Applies customer/market intelligencein formulating strategy
Takes responsibility for shapingresponse to the needs of keysegment groups to achieve businessbenefits
Understanding customerneeds
Is able to gather required customerand market information
Applies knowledge of DataProtection and Freedom ofInformation standards
Establishes systems to collect andanalyse customer and marketinformation
Commissions, scopes and co-ordinates appropriate customer andmarket research
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Area of Responsibility Level 1 Level 2 Level 3
Responding to customerneeds
Controls the interaction with thecustomer. Listens effectively anduses questioning skills to clarifycustomer needs
Delivers excellent service at all
points of contact
Plans and supports a serviceapproach that balances apersonalised delivery withbusiness needs.
Investigates service delivery and
provides solutions to anyproblems/issues.
Shapes and leads on MCS strategythrough applying:
knowledge of the externalenvironment (political,sociological, economic,environmental, technological andlegal aspects);
interpreting market information;
having a comprehensive
understanding of the nature,
profile and demands of customers
Leverages and exploits available
resources to better meet customer
needs and expectations.
Building strong relationships
which add value to theUnited Kingdom
Uses strong interpersonal skills to
build effective rapport withcustomers
Uses systems to accurately
manage customer information
Ensures staff have sufficientmarketing/customer service skills
Uses knowledge of best practice in
customer relationship managementto make strategic decisions.
Obtaining and evaluatingfeedback
Actively and systematically collectsfeedback and data through avariety of means
Analyses and evaluates actualcustomer experience againstexpectations using feedback,benchmarking and managementinformation.
Feeds management informationinto continuous customer serviceimprovement.
Makes strategic decisions on productand service development, balancingcustomers needs and expectationswith organisational priorities,objectives and resources.
Promotes by example a culture ofcontinuous improvement.
Links to Job Families6. Marketing and communications
Links to Behavioural Competencies1. Customer service orientation2. Relationship building for Influence3. Inter-cultural competence4. Self awareness5. Analytical thinking6. Working strategically
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Project and Contract Management
Definition Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle ofidentification and development, implementation and evaluation and reporting; understanding the context of projects and contracts and theircontribution to British Council purpose.
Area of Responsibility Level 1 Level 2 Level 3
Context, market andstakeholders
Understanding the contextand market to identify anddevelop new projectopportunities, and managingclients/partners/ stakeholders
Understands project identificationprocesses and demonstratesability to contribute to these.
Uses effective approach tocommunicating with projectstakeholders to maintainrelationships.
Applies knowledge of organisationalpurpose, strategy and businesscontext to identify appropriate projectopportunities, products and services,and partnerships, underpinned bydual-key planning.
Manages and developsclient/partner/stakeholder
relationships that support the deliveryof specific projects
Assesses and makes judgementson project investments that achievemaximum impact against corporateoutputs and business targets.
Responsible for identifying,managing and developing strategicrelationships with principal clients,partners and stakeholders.
Development and delivery Understands processes fordeveloping proposals anddemonstrates ability to contributeto these
Contributes to the developmentand implementation of projectplans and schedules usingappropriate systems and tools.
Undertakes assigned role(s) in
project delivery to internal andexternal client/partner/stakeholdersatisfaction.
Leads the development/authoringand quality review of projectproposals to corporate standards andinternal/external client requirements.
Takes lead responsibility for theimplementation of projects atdifferent stages of the project cycle toensure delivery of project outputsand targets and manages change.
Designs and manages logically inter-related input plans, costings,schedules and responsibilitymatrices, revenue forecasts and workbreakdown structures.
Leads the development of highlycomplex and business criticalproject proposals using appropriatetools, business processes andsystem standards.
Ensures fit between project leveloutputs and targets and theachievement of corporate outputs.
Takes lead responsibility for
implementation of highly complexand business critical projects.
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Area of Responsibility Level 1 Level 2 Level 3
Tendering andprocurement
Application of tenderingprocess (competitive and
single source) to winbusiness; procurement ofgoods, services, internal/external resources to supportproject delivery
Understands basic contractingterminology and uses thisappropriately
Has basic understanding of
tendering and procurementprocedures
Supports the procurement andmanagement of: project goodsand services, and internalresources.
Leads in developing, negotiating andmanaging pre-contract agreements,contracts and Service LevelAgreements with individuals,departments and organisations.
Designs appropriate tenderdocuments. Manages theprocurement process to internal andexternal client standards for specificprojects.
Leads on the identification,procurement and management ofgoods, services, and internal/external resources (includingconsultants, partners and suppliers).
Manages the tendering process tocorporate and external standardsacross a portfolio of projects.
Negotiates and manages strategic
partnerships which enhance BCsreputation.
Is responsible for and manages theprocurement process to secureinternal and external resources tocorporate and external standardsacross a portfolio of projects
Managing risk Demonstrates an understandingof project risks and operatingcontext, and adjusts planningaccordingly duringimplementation.
Undertakes business riskidentification (technical and financial)and analysis for specific initiatives.Uses this to inform approach andmanage risk.
Responsible for risk and opportunityidentification and businessassurance across a portfolio ofprojects.
BRMF Process Owner for projectrelated areas (as appropriate).
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Human Resource Management
Definition
HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining thestructure, numbers and skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and
performance managed in line with our policies and legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feelmotivated and confident about working creatively in a supportive and inspiring culture that is in line with our values and EO and Diversity.
Area of Responsibility Level 1 Level 2 Level 3
Resourcing:
Establishing and maintainingappropriate structure, numbersand skills in teams (staffingprofile) to enable the businessto meet itsgoals and objectives
Understanding of the businessobjectives and goals of theteam/department/country/region;being clear about own role andthe roles of others, and how thiseffects the staffing needs andprofile
Awareness of the relevant HRpolicies and procedures andknowledge of where to obtainguidance on them
Awareness of the British CouncilsEO & Diversity policy
Contributes to the development ofthe staffing profile for theteam/dept/country/region in linewith the business/country/regionalplan
Good knowledge of BCrecruitment and selection policiesand processes
Ensures an equal balance in thedistribution of work within theteam/dept/region
Ensures EO & Diversity policiesand procedures are considered inwork planning and distribution
Knowledge of the different staffingcontracts used locally.
Knows where and when to seekadvice on local legislation.
Advocates appropriate changes tothe personnel profile as requiredto maintain efficiency
Assesses and makes judgements onthe correct staffing profile to deliverthe business objectives/goals and anunderstanding of any associatedrisks
Leads recruitment exercises,adhering to HR policies. Ensuresothers are trained in this area.
Ensures staff are employed in linewith Council policies and incompliance with local legislation.
People and performance:
Enhancing business outputs byenabling staff to perform at
their optimal level
Awareness and understanding ofthe performance managementcycle and active engagement in
the process
Uses Performance Managementtools to induct, manage, developand evaluate staff performance
Engagement and promotion ofperformance management system toensure best practice
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Area of Responsibility Level 1 Level 2 Level 3
Gives and receives feedbackinforming own and othersperformance
Awareness of the relevant HRand health & safety policies andprocedures that affect people andperformance
Working knowledge of HR policiesand procedures relating to themanagement of staff
Takes a lead in developing thecapacity of others to apply Councilstandards in key HR areas such asrecruitment, induction, performance
management, EO and Diversity.
Ensures Health & Safety guidelinesare adhered to, to mitigate risk withinthe business
Acts on feedback from the StaffSurvey, to enhance own and staffperformance and motivation
Ensures staff terms and conditions ofservice are reviewed regularly andare in line with HR policies and local
legislationDevelopment:
Enabling staff to acquire anddevelop the skills to maximisetheir potential and performance
Awareness of the developmentopportunities available within theorganisation for both individualand business growth
Takes responsibility for selfdevelopment and career planning
Consistent approach to staffdevelopment through the use ofcoaching and mentoring
Analyse skills needs/requirementsand identifying potential gaps
Understands role as a facilitator ofothers, and the importance ofappropriate delegation
Knowledge of the different typesof learning and developmentopportunities andacknowledgement of the diverselearning/working styles of staff
Contributes to the production of thedevelopment strategy and budget
Analyses the long term training anddevelopment (T&D) needs in line withcurrent and future businesstargets/goals/requirements
Ensures that others in the team aretrained in HR management (whereappropriate), and are clear about
their role and responsibility in relationto the management of others
Seeks staff feedback on analysesand T&D planning processes.(thoroughness, fairness, access,diversity)
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Links to Job Families
7. HR Job family
Links to Behavioural Competencies
10. Holding people accountable
11. Leading and developing others
12. Professional confidence
13. Intercultural competence
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Computer skills
Definition
To understand and use the Councils IT systems in an effective manner
Area ofResponsibility
Level 1 Level 2 Level 3
Using theComputer
In line with EOand Diversitylegislation (e.g.reasonableadjustments being
made if needed)
Understand basic concepts and termsassociated with using computers (e.g.screen, mouse, right-click etc.)
Switch devices on/off appropriately
Understand and comply with IT securitystandards
Adjust equipment to meet Health and Safetyrequirements (e.g. seating, monitor, screen,
brightness etc.)Work with a data projector in accordance withH&S requirements
Able to describe and report issues/problemsaccurately to the IT helpdesk or appropriatesupport personnel
Recognise basic faults and know how toresolve simple problems without referralto the helpdesk (e.g. is the screenswitched on?)
Able to search the system, findingsoftware and files in full autonomy withoutreferring continually to a colleague, PowerUser or IT Manager in the office.
Burn CDs/DVDsInducting new staff to BC systems (e.g.global address book, intranet, emailgroups, word templates)
Recognise different ports such asUSB, mouse & keyboard, printer,monitor, sound, etc.
Ability to set up a computer plus a dataprojector and resolve basic issues
Ability to identify, appreciate and thenalert helpdesk in reporting problems onbehalf of a number of colleagues with
similar symptoms
Working in awindowsenvironment
In line with EOand Diversity
legislation (e.g.reasonableadjustments beingmade if needed)
Understand and apply basic windowsconcepts including use of menus, toolbars,application windows and the in-built helpfeatures
Log on and off in line with IT security
standards
Understand file structures, drives, USB keysand file extensions/types
Understands the importance of logicalnaming conventions for documents andfolders
Able to save files to the right location
Use shortcuts
Copy, rename, search, move and delete filesusing Windows Explorer
Understand what a computer virus is and be
Able to choose and change default printersettings
Ability to inspect a print queue and canceljobs
Know how to reset passwords in line withIT security standards
Use task manager to cancel tasks
Use control panel to customise thesystem as appropriate
Find and use all (the majority of)programmes installed into the system
Add and remove toolbars in applications
Create and manage shortcuts
Awareness of the profile size and its
restrictions
Find and add a new printer to a printqueue
Awareness of file size and knowledgeof how to use file compression
Awareness of how to manage profilesand reduce profile size
Understand and use rights andpermissions to enable a User ChangeRequest to be created and for thisUCR to be clear to the colleagues whoare taking action on it.
Act as DITA / Power User
Understands image credits
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Area ofResponsibility
Level 1 Level 2 Level 3
able to report it to the appropriate person iffound
Search for and start applications
Scan and adjust images
Understand copyrights
Using Outlook
In line with EOand Diversitylegislation (e.g.reasonableadjustments beingmade if needed)
Create, send, forward and reply to emailsSend, open and save attachments
Set up out-of-office assistant messages
Able to recall email messages sent in error
Delete unwanted items
Set up/ respond to meeting requests usingCalendar
Use and search the global address listincluding distribution lists and public folders
Recognise SPAM and phishing attempts (e.g.
scams; chain letters)
Use voting buttons on emails sent andreceived
Manage distribution lists
Manage own appointments and setreminders using the Calendar function.
Set up own Calendar to allow at leastread-only access to Calendar to a suitableset of colleagues.
Check for colleagues availability usingCalendar.
Change views (reading pane, sorting,
calendar, etc)
Use tracking facilities
Restore items accidentally deleted
Create, organize and manage messagefolders
Create and maintain contacts
Use tracking facilities and expiry dateson email
Create/assign tasks and monitor taskprogression
Know how to use outlook for emailmerging
Effectively use Outlook to manage andfile emails including writing email rulesand managing alerts
Apply and create categories toorganise items
Using Word
In line with EOand Diversitylegislation (e.g.reasonableadjustments beingmade if needed)
Identify, open, create and print Word files
Be aware of and use templates
Use basic character and paragraph
formatting (e.g. bold, bullets etc.) and stylesUtilise spelling and grammar checking tools
Change margins and paper orientation
Insert images and symbols
Change document views and modifydocument options
Use, modify document properties
Be aware of and use BC templates
Create, modify and format standard tablesand borders
Understand the principle of styles andhow to modify them
Create and modify drawing objects anddiagrams (e.g. text boxes)
Perform basic mail-merge facilities (withinword)
Use hyperlinks and bookmarks
Format and manipulate images in relationto text
Use automatic numbering facilities.
Create and update a Table of Contents
Perform complex mail merges (Wordinto other applications)
Create document templates usingstyles
Create and format complex diagramsand graphics
Insert bookmarks, Table of Contents,footnotes and endnotes
Understand and use section and pagebreaks
Create/manipulate outlines styles fornumbering and bullets
Create/amend complex documentsusing several levels of headings and
sub-headings and handling indexes,
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8/6/2019 Bc Generic Skills
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Area ofResponsibility
Level 1 Level 2 Level 3
feature to reduce large file sizepresentations
Using InternetExplorer
In line with EOand Diversitylegislation (e.g.reasonableadjustments beingmade if needed)
Know the difference between internal(Intranet) and external (Internet) sites
Understand basic concepts and termsassociated with using the Internet in line withgeneral IT security standards
Use search engine tools to locateinformation of interest
Able to bookmark and print web pages
Able to add and organise favourites
Be able to listen to or watch podcasts
Able to access and use the BC intranetsite
Refine searches using advancedsearching mechanisms
Evaluate search results, assessingauthority, authenticity, currency of websitecontent
Understand copyright issues relating tousing web material
Save a web page as a file
Use web casts (e.g. webinar)
Commission and manage internetpages and podcasts
Create and use blogs, wikis anddiscussion forums
Use Obtree to create BC web pages
E-Learning
In line with EOand Diversitylegislation(reasonableadjustments beingmade if needed)
Register/enrol for online conferences,courses and other elearning events
Follow a course of instruction
Have a critical view of quality/delivery ofonline materials
Creating and editing a personal profile
Download/upload materials
Understand the conventions of on linediscussion forums (threading, replying,sorting, etc.)
Be aware of on-line etiquette (netiquette)
Moderate on-line discussions
Commission and manage onlinecontent
Understand the functionality andapplicability of different on-line tools(wikis, blogs, VoIP, quizzes)
Adapt materials for an online audience
Links to Job Families
8. Information Systems and Technology (IST)
9. English
10. Web, Knowledge and Information Management
Links to Behavioural Competencies
14. Achievement
15. Analytical thinking
16. Professional Confidence
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