Supervisor'S Performance Review Handbook Page 86
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90MANAGERIAL & TECHNICAL
JOB
FACTORS/COMPETENCIES
STANDARDS
Exemplary
Exceeds Expectations
Meets Expectations
Needs Improvement
Unsatisfactory
flexibility and positive attitude
needs occasional help to
when faced with new
understand and handle the
situations; regularly handles
impact of change; learning to
stressful situations calmly
adapt to unusual stressful
and professionally.
situations.
Communication
Clearly articulates thoughts and
Regularly demonstrates the
Demonstrates the following
Inconsistent ability to
Lacks the interpersonal
adds value in a variety of settings
following abilities: Builds
abilities with occasional need
develop professional
skills to develop productive
and styles; cultivates professional
constructive and effective
for assistance/coaching :
relationships with others;
professional working
relationships across the College
professional relationships;
Builds constructive and
often inarticulate; does not
relationships; unable to
and at all levels of the organization;
uses diplomacy and tact;
effective professional
consistently demonstrate
deliver appropriate
makes frequent use of
manages assumptions and
relationships; uses diplomacy
diplomacy and tact;
messages verbally and in
active/reflective listening.
personal filters;
and tact; communicates
communication skills are
writing; does not
communicates articulately
articulately and concisely
weak or inconsistent.
demonstrate effective
and concisely both verbally
verbally and in writing;
communication and
and in writing considering the
understands and uses
listening skills.
type of audience;
active/reflective listening.
understands and uses
active/reflective listening.
Quality of Work
Consistently knows when extra
Regulary seeks actively the
Demonstrates general
Inconsistently solicits
Does not demonstrate the
effort is necessary and intuitively
information to understand
proficiency in seeking
appropriate information to
ability to gather information
reacts to customer needs; displays
and anticipate customer
information from others to
assist with customer needs;
and take action to ensure
a high level of dedication in
needs; shows initiative and
ensure customer needs are
does not always follow
customer expectations are
everyday situations; goes above
takes action to ensure
met; learning more about
through to fulfill customer
met; often fails to deliver on
and beyond to ensure needs are
expectations are met and
College services to best
expectations; often does
customer needs; does not
met; regularly surprises customers
issues resolved; takes
assist customers;
not accept responsibility for
exhibit initiative or take
with unexpected levels of service.
ownership and is
demonstrates frequently
actions and decisions.
ownership in responding to
always assures that work is done
accountable. is attentive to
responsiveness. Delivers
Inconsistently produces
requests. Requires
right, thoroughly or precisely..
details and produces work
quality work with occasional
accurate work; shows
extensive instruction,
with consistent accuracy;
problems or errors and
concern when errors are
direction and oversight;
rarely may need instruction
learns from such. Needs
made but does not make
produces work that contains
and direction to complete
occasional guidance in new
efforts to fix them
notable and careless errors;
work even with new tasks or
tasks or duties.
demonstrates lack of
duties.
concern for getting details
right
Community Contact
Sought out by others due to
Regularly demonstrates the
Demonstrates the following
May be seen as
Unapproachable; is
unrivaled willingness to help;
following abilities: Is easy to
abilities with occasional need
unapproachable in certain
unpleasant, pessimistic and
always displays self-control and
approach and talk to; open
for assistance/coaching: Is
situations; often
difficult to be around; is
a positive attitude, even when
and maintains composure
easy to approach and talk to;
demonstrates negative or
abrasive when interacting
handling difficult people or
when faced with difficult
pleasant and able to maintain
disingenuous behaviors;
with others; creates tension;
situations; always demonstrates
situations; puts others at
composure when faced with
actions and non-verbal
projects attitudeof superiority
genuine interest and empathy
ease; builds trust and rapport;
difficult situations; puts others
responses may be
and finds fault with others; is
SPR Handbook: Appendices
rev 7/5/12
86
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