Competencies

competencies are the knowledge, skills and attitudes (easily remembered by the initials K.S.A. or Kingdom of Saudi Arabia) used by an employee to carry out their job in the most effective (quality) and efficient (quantity, speed) manner. 

knowledge, skills and attitudes (KSA) can be further explained as follows:

		Explanation
K	Knowledge	Things learnt in a classroom or training – theory, background knowledge.  the trainer will decide what is learnt, when it's learnt (the order it's introduced and how it's learnt)
S	Skills	Things learnt in no particular order which are usually described using a verb. e.g. write, speak, listen, cook, draw
A	Attitudes	How you deal with situations, people and work Usually described using an adjective.  e.g. happy, sad, angry, frustrated,

as a trainer, thinking about competencies is important simply because if you need to feedback to a student about their need to improve, they are far more likely to accept feedback in areas which are either knowledge or skills, rather than attitudes.

knowledge and skills are external - suggested and passed on by others and can easily be improved or changed, simply by attending a training session or through coaching and feedback.  attitudes however arise from inside a person and are the summary of what they have experienced.    

Practice

decide which of the following competencies are Knowledge, which are Skills and which are Attitudes.  Then decide if they have more than one of K, S or A:

1. Technical Ability

Carries out company standard service at all times.  Monitors & maintains quality and productivity.  Plans in advance.  Avoids waste

  

2. Communicates:  Listens, Speaks

Willingly speaks and listens to all.  All communication is carried out in a friendly respectful manner, regardless of nationality, clothes, role, age, ability or gender

  

3. Solves Problems & Makes Decisions

Uses initiative, asks for further information to understand problems.  Checks facts and data.  Makes rational decisions from this information

4. Manages Time

Works productively & actively under pressure

5. Focuses on the Customer

Demonstrates willingness to deliver a world class service with a ‘why not?’ attitude.  Relates well to all types of customers.  Responds quickly to their needs, their reactions & their feedback

   

6. Professionalism

Manages own impression on customers and coworkers.  Maintains a positive outlook.  Controls emotions during difficult situations, stress and/or fatigue. 

  

7. Complies with Policies & Procedures (P&P)

Follows company and regulatory P&P.  Remains updated with amendments and changes

  

8. The Company

Up to date knowledge about the company and marketing campaigns.  Aware of competitor activity & industry trends.  Ambassador for the company

9. Leadership

Builds team spirit.  Shares information & expertise.  Aims for respect rather than being liked.  Understands the team is only as good as the weakest member/s

image taken from here