美国技术支持人员胜任特征词典翻译

美国技术支持人员胜任特征词典翻译 美国技术支持人员胜任特征词典 Support Staff Competency Dictionary - Project Management LABEL DEFINITION Establishes a course of action for self and others to accomplish goals, PROJECT utilizing appropriate resources. Follows-up by monitoring results of MANAGEMENT delegations, assignments, or projects. INDICATORS 1. Sets short & long-term time frames for completion of established goals and objectives. 2. Estimates time needed to complete assignments. 3. Establishes workload priorities. 4. Appropriately uses resources to accomplish tasks. 5. Consults with appropriate persons to review progress on action items. 6. Seeks feedback on results and analyzes effectiveness. 7. Requests clarity to insure specifics and completeness of assignments. EXAMPLES 1. Create office manual on specific procedures. 2. Maintains an electronic or manual tickler file system to eliminate missed deadlines for self and others. 3. Maintains activity calendar of relevant tasks for entire region. 4. Checks-in daily with internal & external customers to set priorities. 5. Coordinates with others to accomplish work related activities. 6. Reads relevant materials that strengthen project management skills. 7. Seminar attendance to broaden scope of expertise. KNOWLEDGE: , Policy guidelines , Procedures based on "on the job training" (OJT) , Time Management principles , Proper utilization of electronic time saving equipment and software SKILLS: , Policy guidelines , Operate an electronic or manual time management system , Plan strategically , Use time saving electronic devices , Organize , Make decisions Support Staff Competency Dictionary - Life-Long Learning LABEL DEFINITION Takes responsibility for own learning and development by acquiring and LIFE-LONG refining of technical and professional skills needed in job related areas. LEARNING Obtains developmental opportunities proactively. Applies knowledge and/or information gained as appropriate. INDICATORS 1. Enhances own skills by observing and modeling highly proficient co-workers. 2. Takes initiative to seek out new information from appropriate sources. 3. Improves skills through practice. 4. Participates on teams as a source of continuous learning. 5. Pursues opportunities for higher education and advanced training. Examples 1. Volunteers for office projects that stretch beyond own abilities. 2. Reinforces own learning by teaching others. 3. Recognizes where developmental gaps exist and read subject literature to enhance those areas. 4. Attends seminars and classes beyond normal scope. 5. Solicits co-worker's help to accomplish work related activities. KNOWLEDGE: , Proper utilization of training manuals , Seminar attendence , On the job training , Volunteer experience , Reading material , Instructional videos , Self-initiated job rotation assignments , Instructional CD Rom SKILLS: , Teach/Mentor others , Utilize software and office equipment application , Self-management , Motivate self Support Staff Competency Dictionary - Quality Assurance/Attention to Detail LABEL DEFINITION Accomplishes tasks through concern for all areas involved, no matter QUALITY how small. Shows concern for all aspects of the job. Accurately ASSURANCE/ checks for processes and tasks and follows and follows up in a timely ATTENTION TO manner with appropriate persons. DETAIL INDICATORS 1. Maintains checklist to cover details of task. 2. Consults with appropriate persons for accuracy and completeness of outputs. Reviews progress against established goals and milestones regularly, and if necessary, 3. puts forth extra effort to achieve them. 4. Checks and double checks to ensure quality of own products and services. 5. Understands how individual work relates to the larger ETA goals and how it effects the over-all mission. Examples 1. Takes responsibility to ensure priority correspondence. 2. Double checks time and dates of events, sets priorities of events coordinate with daily activities. 3. Ensures the quality of manual and electronic files. 4. Applies knowledge of office procedures to ensure quality product. 5. Ask for clarity to ensure understanding of purpose and results. 6. Applies Proofreading backwards to focus on each and every word to eliminate errors going undetected. KNOWLEDGE: , Latest electronic technology , Office procedures , Total quality principles , Policy guidelines , ETA's programs, products and services SKILLS: , Operate P.C. and appropriate software applications , Operate office equipment , Meets deadlines , Proofread , Provide expert technical assistance , On-line editing soft/hard copy Support Staff Competency Dictionary - Teamwork/Collaboration LABEL DEFINITION Working effectively in teams and/or outside the formal lines of TEAMWORK/ authority to accomplish organizational goals; taking actions that COLLABORATION respect the needs and contributions of others; contributing to and accepting consensus; subordinating own objectives to the organization or team. INDICATORS 1. Puts team goals ahead of individual/personal goals. 2. Uses Development Dimensions International (DDI) Key Principles. a. Maintain or enhance self-esteem. b. Listen and respond with empathy. c. Ask for help and encourage involvement. d. Share thoughts, feelings. e. Provide support without removing responsibility. 3. Supports ETA definition of consensus.* 4. Adhers to teams, ground rules, charter, mission and values. 5. Shares information with other team members as appropriate. Examples 1. Uses ETA team guide to help team achieve goals. 2. Takes initiative to know enough about the team project to assume another team member duties. 3. Recognizes the need and takes the initiative to secure a facilitator for the team. 4. Involves all parties and considers all points of view to reach consensus. 5. Forms support staff team to smooth daily operations. KNOWLEDGE: , ETA team kit , DDI team guide , Team building training , Use interpersonal skills , Facilitation principles SKILLS: , Train others in team skills effectively , Assume different team roles , Work with others to achieve team goals , Articulate thoughts to be understood and listen to understand , Use interpersonal skills to foster team cooperation Support Staff Competency Dictionary - Verbal and Written Communication LABEL DEFINITION Express ideas effectively in individual and group situations VERBAL & WRITTEN adjusting style and methods to the specific needs of the COMMUNICATION audience. INDICATORS 1. Determines what needs to be communicated. 2. Delivers information in the most appropriate way. 3. Employs listening techniques to ensure understanding. 4. Uses correct grammar, language, format and style to address appropriate needs of audience clearly and concisely. 5. Uses visual cues to coincide with ideas effectively. Examples 1. Moderates and facilitates workshop of three hundred participants representing various Federal agencies. 2. Applies exceptional interviewing techniques for later use in JTPA Instructional video. 3. Develops new SF-612 form for Federal job openings. 4. Develops Support Staff Competency Model (SSCM). 5. Writes office procedures manual for office ensuring the smooth flow of work. KNOWLEDGE: , Grammar rules , Computer skills , Telephone techniques , Public speaking , Listening skills SKILLS: , Display interpersonal skills , Think and make decisions logically , Speak publicly , Operate P.C. and other appropriate software , Articulate thoughts so as to be understood , Use effective writing techniques Support Staff Competency Dictionary - Customer Service LABEL DEFINITION Seeks first-hand information from customers: uses own ETA technical CUSTOMER knowledge and consulting* skill to go beyond customers' expressed needs; SERVICE matches customers' requirements to existing product and services, and/or designs, develops and customizes additional products and services; maintains own and others attention on internal and external customers' needs; takes personal responsibility for continuously raising the standard of customer service. INDICATORS 1. Verifies that specific criteria needed in the final product meets customer satisfaction. Anticipate customer needs by understanding ETA product meets customer satisfaction. 2. 3. Takes personal responsibility to use ETA technical knowledge and consulting skills to produce a product that anticipates the unexpressed needs of the customers. 4. Acts to prevent problems and crises by anticipating the impact of action and decision upon customers and collegues. 5. Solicits and uses feedback from customers to continuously improve customer service. 6. Set high quality goal standards and work toward customer satisfaction. Examples 1. Returns calls to customer with requested information, thus, saving customer long distance charges. 2. Takes a personal interest in following up on customer service by providing a name for personal contact. 3. Mailed out-of-town customer a copy of want ads to facilitate job search. 4. Calms irate customer who had been transferred many times by going extra step (giving needed information to customer). 5. Called customers to verify that material received is appropriate. KNOWLEDGE: , Public Relations , The Organization's Mission and Values , ETA's Best Practices , ETA programs, products and goals SKILLS: , Display interpersonal skills , Provide technical assistance , Use quality principles , Network , Listen to understand and articulate thoughts to be understood Support Staff Competency Dictionary - Initiative LABEL DEFINITION Independently takes action to influence events. Offers own ideas for improvement INITIATIVE and to promote the goals of the organization. Seeks feedback from appropriate persons on effects of actions. INDICATORS 1. Acts and thinks beyond tasks to accomplish the organizational goals. 2. Learns ETA's program, product and services that identify opportunities to further the organization's goals. 3. Uses feedback from appropriate persons to enhance customer service. 4. Involves self early in process to assure that input is included in continuous improvement initiatives. 5. Ensures proper routing of projects and assignments that affect the overall goal/mission of organization - not just in terms of own job assignment. Examples Designs procedures to put innovative practices and programs into motion. 1. 2. Establishes and implements computer program to expedite agency assignments. 3. Establishes team for betterment of support staff in ETA. 4. Organizes and monitors an in-house mentoring program. KNOWLEDGE: , ETA's program, products and services , Communication techniques , Personality/learning style , Future business trends , Reengineering SKILLS: , Assess and analyze , Listen to understand, speak to be understood , Give and receive feedback , Use interpersonal skills , Identify impact and consequences Support Staff Competency Dictionary - Flexible/Adaptable to Change LABEL DEFINITION Recognizes that the environment in which ETA functions is constantly FLEXIBLE/ changing and adjusts own approach and behavior accordingly; is confident ADAPTABLE TO of trying something different and is unafraid of taking and making CHANGE mistakes; is resilient and capable of dealing with disappointments and setbacks. INDICATORS 1. Accepts the challenge of unfamiliar tasks willingly. 2. Modifies and approaches behavior quickly and appropriately in response to new and/or unexpected circumstances. 3. Is open to suggestions and experimentation for improvement of products and services. 4. Acknowledges own errors and misinterpretations, and incorporates lessons learned from them into subsequent plans and activities. 5. Maintains self-control and ability to function in unusual situations and/or under changing conditions. Examples 1. Accepts last minute request with professional attitude. 2. Develops and maintains internet web page. 3. Meets the challenge of work at a higher level and outside the scope of one's regular duties enthusiastically. 4. Organizes interoffice Support Staff Team to ensure all customers are served at all times. 5. Takes on leadership role on team of higher grade professional. KNOWLEDGE: , Knowledge of ETA's programs, products and services , ETA's Best Practices , Office procedures , Managing crisis techniques SKILLS: , Think and make decisions logically , Prioritize task , Process information and interpret results , Mediate/defuse stressful situations Support Staff Competency Dictionary - Problem Solving LABEL DEFINITION Commits to actions after identifying alternative methods that are based on PROBLEM logical assumptions and information. Takes into consideration resources, SOLVING constraints, organizational values and changing environments. INDICATORS 1. Weighs pros and cons of the impact of alternative actions on possible solutions. 2. Involves others in developing creative solutions to problems. 3. Makes innovative use of computers and other information technology to contribute to problem solving. 4. Produces practical solutions based upon a combination of risks and alternatives. 5. Recognizes new and different information as it becomes available and willingly reevaluate original decision. Examples 1. Makes a decision to telephone customers with information rather than writing a letter to eliminate excessive correspondence. 2. Approaches RIO for professional facilitation. 3. Uses a tickler file to avoid missed deadlines. 4. Recognizes the need and takes the initiative to secure a facilitator for the team. 5. Utilizes software knowledge to solve scheduling problems and to display work group plans. KNOWLEDGE: , Logical/data analysis techniques , Personal experience , Program knowledge , Organization's mission and values , Anticipation and impact of problems SKILLS: , Professional judgement techniques , Analyze , Solve problems , Communicate , Think creatively Support Staff Competency Dictionary - Technical/Professional Skills LABEL DEFINITION Achieves a proficient level of technical and professional TECHNICAL/ skills/knowledge in job-related areas; acquires and refines current PROFESSIONAL developments in areas of expertise. SKILLS INDICATORS 1. Performs increasingly more complex tasks to expand area of expertise. 2. Broadens job skills to expand areas of expertise by taking on new projects. 3. Strengthens and builds new technical skills using available resources (see #2, Life-Long Learning Competency). 4. Provides exemplary technical assistance to customers to establishself as in-house expert. 5. Uses personal networks, customer contacts, and other informational systems. Examples 1. Joins professional association as a source of networking in order to expand areas of expertise. 2. Uses participation on a team as a way to expose oneself to perform fresh ideas which stimulates back. 3. Volunteers for "stretch" projects. 4. Stays current on unique industrial characteristics and changes occurring to enhance self value to ETA. 5. Shadow an exemplary co-worker and model learned behavior. KNOWLEDGE: , How and when to apply a technical skill or procedure , Technical expertise required for changing work environment , Software applications and basic office equipment , Broaden job projects SKILLS: , Deliver training effectively , Anticipate changes , Trouble shoot , Learn and unlearn 项目管理 名称 定义 项目管理 利用适当的资源为自己和他人制定行动步骤从而实现目标。通过观察任务或项 目的结果进而采取下一步的行动。 指标 1. 为以确立的目标的完成设立短期和长期的时间框架。 2. 估计完成任务所需时间。 3. 确立工作任务的优先权。 4. 为完成任务合理的使用资源。 5. 与合适的人商议以便于重新审视行动上的进展。 6. 寻求对结果的反馈并影响。 7. 要求保持清醒以确保任务的明晰与完成。 例子 1. 制定有关具体程序的办公手册。 2. 保留一个电子的或手制的难题档案系统，确保不超过为自己和他人设置的期限。 3. 保留与整体任务相关的行动日程表。 4. 每天做好内部和外部客人的记录从而设定优先级。. 5. 与他人配合以顺利完成与工作相关的活动 6. 参阅读相关资料以加强项目管理能力。 7. 加研讨会以拓展专业知识的领域。 知识 政策指导方针 基于职业训练的程序 时间管理的原则 能节省时间的电子设备和软件的合理使用 能力 政策指导方针 操作一个电子或手制的时间管理系统 有策略地 使用能节省时间的电子设备 组织 做出决定 终身学习 名称 定义 终身学习 获得在职业相关领域所必需的业务能力，并且总结提炼， 从而为自己的学习与发展负起责任。积极主动地获得发 展的机遇。随时应用适时获得的知识和信息。 指标 1.通过观察、模仿高水平同事来提升自己的能力 2.积极主动地从合适的源泉搜寻信息。 3.通过实践提升能力。 4.参与到集体之中，并把它作为持续学习的源泉。 5. 寻求进一步教育深造、培训的机会 例子 1. 自愿参加一些超出自己能力的工作任务。 2. 通过教别人来促进自己的学习。 3. 弄清发展的鸿沟存在何处，阅读学科的相关文献进一步拓展那些领域。 4. 参加一些非同寻常的研讨会、进修班。 5. 寻求同事的帮助以顺利完成与工作有关的活动。 知识 训练手册的正确使用 参加研讨班 职业培训 自愿者经历 阅读文献 指导性的视频 自主的、周而复始的工作任务 指导性的音频文件 能力 教导他人 使用软件和办公设备 自我管理 自我激励 对质量无微不至的保证和关切 名称 定义 对质量无微完成任务时考虑到相关的所有领域，不管它是多么细微。对工作的方方面面不至的保证都充满关切。对任务与过程进行准确无误的检查，然后与其他同仁一起及时和关切 的、不断的进行下去。 指标 1. 保留一个能对任务所有方面进行核对的清单。 2. 与适当的人员商讨确保产品的精确无误与顺利完成。 3. 经常审视能阻碍既定目标和重要成果的进展。如果必要的话付出更多努力去实现他们。 4. 一而再再而三地检查以确保产品与服务的质量。 5. 能理解个体的工作是如何与ETA目标相联系的以及它是如何影响整个的任务的。 例子 1. 承担起相应的责任，确保首要问题的协调。 2. 重复检查重要事件的日期和时间，把重要事件与日常行为的一致性放在优先考虑的位 置。 3. 确保手册和电子版文件的质量。 4. 运用办公程序相关知识确保产品质量 5. 明察秋毫以确保对目的与结果的理解。 6. 事后运用校对资料，聚焦每一个字词，确保能排除不被察觉的差错。 知识 最新的电子技术 办公程序 整个的质量理念 ETR的、产品、服务。 技能 操作电脑和适当的软件 操作办公设备 在底限时间前完成工作 校对 提供额外的技术支持 在线编辑、实施软、硬拷贝 团队合作 项目 定义 团队合作 在团队里和正式职权外积极有效开展工作以实现组织目 标;尊重别人的需要与贡献，在此基础上采取行动。为和 谐一致做出贡献并且接受它;个人的目标服从集体。 指标 1. 个人的目标服从集。 2. 使用DDI关键原则。 a. 保持或提升自尊。 b. 倾听和反应时学会移情。 c. 寻求帮助并鼓励参与。 d. 分享思想和感受。 e. 承担责任，提供支持。 3. 支持ETA对和谐的诠释。 4. Adhers to团队，基本规则，宪章，使命和价值。 5. 适当地与其他团队成员分享信息。 例子 1. 使用ETA团队指导帮助团队实现目标。 2. 积极主动地深入了解团队项目，承担其他团队成员的责任。 3. 认清需要，积极主动地为团队发挥积极的促进作用。 4. 包罗万象，异中求同。 5. 成立支持组织，缓和日常矛盾。 知识 ETA团队系统 DDI团队指导 团队建设培训 使用人际交往技巧 督促原则 技能 高效的运用团队技能训练其他人 承担不同的团队角色 与其他人一道为实现团体目标而努力 清楚地表达自己的想法让别人更好的理解，并注意倾听。 运用交流的技巧促进团队的合作 口头和书面交流 项目 定义 口头和书面交在集体和个体的情境下有效的表达自己的观点，能根据听 流 众的特定需要调整风格与。 指标 1.决定什么需要交流 2.用最合适的方式散布信息 3.使用倾听技巧确保能够理解 4.清楚地、准确地使用语法、语言、标点和风格满足听众的需要 5.有效的呈现与观点一致的表情线索 例子 1. 缓和并促成有三百人参加的研讨会，而这些人代表不同的联邦机构。 2. 运用不一般的面谈技巧以便于在JTPA的教学光碟中的后期使用。 3. 为了联邦政府的就业岗位进一步完善新的SF-612表格. 4. 完善支持人员胜任力模型 5. 编写办公程序手册，以确保工作的顺利开展。 知识 语法规则 电脑技能 打电话技巧 公共演说能力 倾听技巧 能力 展示交流技巧 理性的思考与做出决定 在公共场合下演说 操作电脑，运用适当的软件 清楚地表达自己的想法从而让别人能够理解 使用有效的写作技巧 客户服务 项目 定义 客户服务 从客户哪儿获取第一手资料;运用自己ETA技术知识和咨询技巧满足并超 出客户的需要;让现有的产品及服务满足客户的要求，或者、发展、 定制额外的产品及服务;把自己或其他人的注意力保持在客户内在、外在 的需求上;为不断提升客户服务的水平而承担起责任。 指标 1. 确保最终产品中所需的特定标准能达到客户的满意。 2. 认识到ETA产品要达到客户的满意，所以要预料到客户的需要 3. 使用ETA专业知识和协商技巧生产出能引导客户潜在需要的产品，并为此承担起责任。 4. 能预见到针对客户的行动与决定的冲突，并借此避免行动与危机。 5. 征求意见、获得客户的反馈，进而不断提高服务水平。 6. 设置高的质量标准，为达到客户的满意而努力。 例子 1. 针对客户资讯的信息要打回电话，以此为他们节省长途话费。 2. 为一对一的交流提供一个姓名从而在后续的工作中唤起对客户服务的兴趣。 3. 给城镇外的客户邮寄一份招工广告复印件以便于他寻找工作。 4. 安慰那些因多走冤枉路，来来回回折腾了很多次而感到愤怒的客户。 5. 给客户打电话进一步确定客户收到的产品是合适的。 知识 公共关系 组织的使命与价值 ETA最佳的实践练习 ETA程序、产品、目标 技能 展示人际交流技能 提供技术支持 运用质量准则 网络 注意倾听并且把自己的想法阐述清楚让别人能理解 主动性 项目 定义 主动性 独自采取行动影响事件的发生。为促成组织目标而提出自己的见解。从合 适的人群获得对行动的效果的反馈。 指标 1. 行动及思考不拘泥于任务本身以更好的实现组织目标。 2. 学习ETA的程序、产品和服务，因为它们能为深化组织目标提供机会。 3. 从适当的人群中获得反馈，并利用反馈提升客户服务。 4. 参与早期的过程以确保投入成为连续增长的主动性中的一个因素。 5. 确保项目及任务的正确路线，因为它们不止影响自己的工作任务还影响整个的集体目 标。 例子 1. 设计合理的程序让新颖的方案和实践有实施的机会。 2. 建立并应用电脑程序以加快任务的完成。 3. 为支持人员的提高创建一个团队 4. 组织并指导一个室内支持方案。 知识 RTA的方案、产品、服务 交流技巧 人格及学习风格 未来的商业发展趋势 业务流程再设计 技能 评估和分析 注意倾听并且把自己的想法阐述清楚让别人能理解 发出、接受反馈 运用交往技巧 发现冲突及影响 灵活变革 项目 定义 灵活变革 认识到ETA运行的环境是不停变化的进而相应的调整自己的方法与行为; 有信心尝试不同的事情，不怕犯错误;有能力处理挫折并保持豁达的心态。 指标 1. 愿意接受陌生任务的挑战 2. 根据新的或没预料到的形式迅速、合理的修正、调整行动。 3. 对能提高产品和服务的建议和实验持开放的态度。 4. 承认自己的失误和错误的阐述，把从中吸取的教训整合到下一步的计划和行动中。 5. 保持自我控制及个人能力能够在非同寻常的形势或不断变化的条件下正常运行。 技能 1. 以专业的态度接受即时的请求。 2. 开发和维护互联网网页 3. 在更高水平上、在自己正常的职责范围外热情地迎接工作上的挑战。 4. 组织成立办公室间支持人员团队以确保所有的客户能全天候接受服务。 5. 在更高层次的专业团队中承担领导角色。 知识 ETA方案的常识，产品和服务 ETA最佳的实践 办公程序 危机控制技术 能力 理性的思考并作出决定 把任务放在优先的位置 缓和压力情景 问题解决 项目 定义 问题解决 一旦在合理假设和掌握信息的基础上确定了方法就采取行动。充分考虑资 源、局限、集体利益和变化的环境。 指标 1. 权衡基于问题解决而采取的行动的利与弊。 2. 让其他人参与问题的解决，并提出有创见的解决方式。 3. 灵活创新的使用计算机和其他的信息技术，促进问题的解决。 4. 综合考虑了风险和可能性后提出切实可行的解决方案。 5. 新的、非同寻常的信息一出现就能识别，并重新审视最初的决定。 例子 1. 1.做出决定与客户打电话了解信息而不愿写信去消除过多的对应关系。 2. 为了专业上的便利接近RIO。 3. 使用一个问题file以避免超出底限 4. 发现需要，积极主动为整个团队维系便利的条件。 5. 利用软件知识解决程序安排问题并展示工作团队的计划。 知识 合理的数据分析技术 个人经验 程序知识 集体的目标与价值 预见和问题的影响 技能 专业判断的技能 分析 解决问题 交流 创造性的思考 专业技能 项目 定义 专业技能 在与工作相关领域里专业技能、知识达到较高的水平。在自己的专业领域 努力获得并总结最新发展成果。 指标 1. 执行一些难度逐步增加的任务以扩展专业领域。 2. 从事新的项目，拓展工作能力进而扩大专业领域。 3. 利用可获得的资源形成，巩固技术技能。 4. 为客户提供优良的技术支持 5. 利用个人网络、客户交流和其他的信息系统。 例子 1( 为扩展专业领域加入职业联盟并把它作为网络的一个来源。 2( 把加入一个集体作为一种展示自我，提出新观点的途径。 3( 自愿参加拓展项目。 4( 对特有的行业特征和进行的变革能紧跟潮流以提高个人对ETA的价值 5( 向优秀同事看齐，学习有学识的行为方式 知识 怎样，何时应用专业技能和专业程序 适应不断变化的工作环境所需的专业技能 软件应用及基本的办公设备 拓展就业项目 技能 有效的提供培训 故障检测 预见到变化 学习与遗忘