british council generic skills dictionary

8/11/2019 British Council Generic Skills Dictionary

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Contents

1. Introduction and explanation ofgeneric ski lls 3

2. Generic skil ls 5

(a) Business management and development 6(b) Communications 9(c) Computer ski lls 12(d) Financial planning and management 16(e) Human resource management 19(f) Marketing and customer service 21

(g) Project and contract management 23


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1. Introduction and explanation of

generic skills

Introduction

The purpose of the British Council is to build mutually beneficial relationships between people in the UK and othercountries and to increase appreciation of the UKs ideas and achievements.

Everything we do must contribute to one or more of the following outcomes:

Improved perception of the UK in other countries

Greater mutual understanding between the UK and other countries

Stronger ties between the UK and other countries

The work of every British Council member of staff contributes in some way to the achievement of these outcomes, and it istherefore important that we all have a clear understanding of what our role is and what is expected of us.

To do this we use Job Descriptions which describe the aims and objectives of jobs and the organisational skills profile,which describes the important skills and competencies needed to do a specific job. One of the components we use is astandard set of 7 generic skills which are described in further detail in this dictionary. They are listed in alphabetical orderin Section 2 of this document and displayed across the page in following format:


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Areas of responsibil it y:breaks down the higher levelskill definition into componentparts with a more detailed

description of what this wouldentail

Generic skill definition: thisdescribes in more detail whatthe skill is about and what itinvolves

Generic skill title

Shows linksto other parts ofthe organisational skillsprofile (e.g. behaviours)

Shows levels the increasing increments or complexity atwhich the skill can be demonstrated.

Level 1- Describes someone who is learning the skill andwhen facing something new or unusual has to refer toprocedures, manuals or other team members for guidance

Level 2- Describes someone who can cope with standardproblems/common situations, is competent at day to day

application of the skill and is able to present concepts,information and solutions.

Level 3- Describes someone who can cope withunusual/non-standard problems and issues, is aware ofalternative options and approaches to situations, can guideor advise others (seen as setting an example to others) inthis skill and is able to look ahead and anticipate (seen as arecognised expert and visionary in the field).

The British Councils recruitment policy requires candidates applying for jobs to provide evidence against thosecomponents of the organisational skills profile required for the job advertised. This dictionary provides guidance on themeaning of each of the generic skills and their levels.


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2. The Generic Skills

1. Business management and development

2. Communications

3. Computer skills

4. Financial planning and management

5. Human resource management

5. Marketing and customer service

6. Project and contract management


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Business Management & Development

Definition

The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate business strategy, to understandcrucial business drivers, both internal and external, and assess various business development options and interrogate management information. Effectivemanagement of resources across the business.

Area o fResponsibility

Level 1 Level 2 Level 3

Market analysisand businessintelligence

Understands the importance of marketanalysis and is aware of market trends,including competitor activity.

Collects and uses relevant quantitative

and qualitative data on the targetaudience or market.

Contributes to the identification andanalysis of needs for existing and newmarkets, clients, partners andcustomers.

Establishes and implements systems to collect,analyse and disseminate market information.

Identifies and understands market segments, appliesthis knowledge in anticipating and meeting

client/customer/partner needs and generates acreative and successful offer in response.Monitors market trends and potential opportunities.

Recognises the need for market intelligence andis responsible for the design of market research.

Understands and uses market intelligence e.g.market gaps and competitor position in the

development of new sources of incomegeneration and commissioning of new productsand services which achieve the income andimpact required.

Assesses and makes judgements on marketintelligence either to expand businessopportunities, commission newproducts/services or to decommission existingwork.

Businessstrategy

Understands how new activitiessupport achievement of corporateoutputs.

Ensures that activity is in line withtechnical and financial businessobjectives.

Makes a measurable contribution to the developmentof business strategy and value for money indicators.

Positions the business for now and the future byidentifying innovative solutions to achieve impact andrevenue targets.

Understands negotiation tools and techniques and canapply these to support the achievement of businessobjectives.

Establishes business strategy and leads therealisation of dual-key plans.

Leads on the design of innovative businessdevelopment approaches and the assessment ofdelivery mix to achieve maximum impact andincome for the organisation and clients /customers / stakeholders / partners.

Leads on the development and implementationof negotiation strategies and partnershipagreements that lead to enhanced businessachievements.


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Product andservicedevelopment/commissioning

Understands the need to developand/or commission new products,services and solutions that support thedelivery of corporate objectives andmeet stakeholder needs.

Develops, through recognised planning processes,new projects and services with an understanding ofwhich approaches will work in local context and of howit will facilitate achievement of corporate outputs.

Understanding of and the ability to manage

commissioning and tendering processes.

Takes the lead for product and servicedevelopment across a portfolio of services.

Recognises and manages either gaps in theproduct/service portfolio or opportunities for newproducts and services.

Responsible for identifying, designing andsecuring appropriate competitively tenderedprojects.

Managing Risk Demonstrates an understanding ofbusiness risk and can identify whererisks may originate from.

Undertakes business risk identification and analysis forspecific initiatives in line with business riskmanagement frameworks. Uses this to informapproach and manage risk.

Responsible for risk and opportunityidentification across the business andunderstands when a level of risk is acceptable.

Complies with Business Risk ManagementFramework responsibilities (if identified as aBMRF Process Owner).

Managingrelationships

with customers,clients andstakeholders

Collects and analyses client /stakeholder / partner feedback and

perceptions and identifies needs withinspecific area of work. Identifies barriersto service delivery and contributes totheir resolution.

Communicates consistently andeffectively with stakeholders andresponds to changing circumstances inorder to enhance brand and reputation.

Takes the lead role in managing the client andstakeholders for a specific activity.

Keeps abreast of operating context. Uses stakeholderanalysis, facilitation and problem solving approachesto resolve issues and remove barriers to effectiveservice delivery.

Identifies important relationships and developsstrategies to strengthen these within specific area ofwork.

Manages complex or strategically importantclient/stakeholder/partner relationships, which

achieve significant impact for the organisation.

Anticipates changing circumstances and barriersto stakeholder engagement and takes action tominimise these.

Resourcemanagement forbusinessdevelopment

andimplementation.

.

Understands and uses human,financial, IT and knowledge resourcesefficiently and effectively in order toachieve results.

Has strong sense of value for moneyand understands the importance ofdelivering within expenditure andincome budgets.

Supports procurement and negotiationprocesses.

Negotiates and manages the deployment of resourcesin efficient manner and in the context of a clearunderstanding of overall strategy.

Identifies and actively manages the development ofstaff skills that are needed when building newstrategies and business.

Understands how to use and communicatemanagement information.

Identification and management of resource risksincluding anticipating changing circumstances andmediating between conflicting needs and expectations.

Takes the lead and is responsible for theefficient use of all resources in order to achievecorporate outputs.

Uses the commissioning process to alignresources with priorities.

Develops effective resource managementstrategies and policies for a portfolio of work andmonitors their implementation.


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Monitoring andEvaluation

Understands the importance ofevaluation. Is thorough in thecollection and communication ofevaluation data.

Supports the achievement of targets

and monitors own contribution towardsthese.

Builds monitoring and evaluation into the businessstrategy.

Grounds evaluation in external market context andadjusts measurement to provide clear evidence ofeffectiveness.

Studies evaluation data to see if new approaches havehad the desired impact, reflects on lessons learnedand communicates the results of valuation.

Identifies best practice, learning, new processesor ways of working that lead to costsavings/improved delivery beyond team level.

Agrees measurable and challenging targets forindividual initiatives and manages progress

towards these.Ability to understand and interpret the resultsand leads on the discussion and d isseminationof the results.

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 job families:

1. English

2. Information systems and technology (IST)

3. Marketing and communications

Links to other generic skills.

1. Human resource management.

2. Financial planning and management.

3. Project and contract management.

4. Marketing and customer service.


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Communications

Definition

Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and external audiences, often in cross-cultural situations, in order to develop two-way understanding between the audience and the communicator.



Reading and WritingSkills

Identifies the main points and ideas indifferent types of documents

Asks questions when he/she does notunderstand what he/she is reading or to

clarify the issueUnderstands how to use different kinds ofdocuments for different purposes (i.e.letters, memos, reports etc.)

Writes clearly, in a style suited to purposeand with the needs of the reader in mind

Makes sure information is well organisedand easy to use

Avoids jargon and explains acronyms andtechnical terms where the reader isunlikely to understand them

Avoids discriminatory language

Able to produce summaries of complexdocuments for a specific audience

Writes business documents clearly andeffectively using standard corporate formats

where available (e.g. reports, PowerPoint,web, etc.)

Able to manage documents through severaldrafts with various contributors

Reports disagreement with sensitivity andeven-handedness

Understands and applies plain Englishguidelines

Makes perceptive comments on what he/sheis reading demonstrating an understanding ofthe authors reasoning and motivation

Writes and Quality Reviews strategic

documents, policy papers and corporatereports

Writes for internal and external publication

Writes speeches clearly and appropriate tothe audience being addressed

Ability to assimilate long and complexdocuments quickly and effectively

Produces accurate and concise records ofmeetings.


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Speaking and listeningskills

Contributes to discussions and paysattention to the timing and setting ofdiscussions

Is able to express non-complex ideas,thoughts and feelings

Gives feedback honestly andconstructively

Asks questions when he/she does notunderstand what is being said or to clarifythe issue

Listens attentively, uses appropriate toneof voice and is polite

Makes balanced and effective contribution indifficult situations e.g. conflicts between staffmembers

Communicates ideas clearly, effectively,persuasively to an individual or a group

Varies speaking style according to audienceStates different and/or critical opinionswithout causing offence

Is aware of his/her own and others bodylanguage

Contributes to meetings effectively to ensureall parties can respond and/or participate

Delivers presentations effectively

Acts as a sounding board for colleagues

Listens empathetically (paying attention towords, feelings and thoughts of the speaker,

and responding appropriately)

Motivates, encourages and inspiresindividuals and groups through appropriateuse of language and manner

Delivers presentations to internal andexternal audiences, and handles questionseffectively

Able to communicate directly andappropriately with senior externalstakeholders (e.g. at receptions,presentations etc)

Uses consultancy skills (listening,questioning, analysing issues, outliningoptions etc.) to enhance understanding andhelp others express and develop their ideas

Understandingpurpose

Judges when to communicate andunderstands the impact/consequences ofhis/her message on others

Ensures communications are appropriateto purpose and prepares for importantdiscussions

Has a basic understanding of the culturalenvironment in which he/she iscommunicating

Develops, implements and evaluates aneffective communication strategy and plan

Applies level 1 principles in complexcommunications to diverse audiences

Demonstrates an understanding of the widerenvironment (cultural, political, social etc.) inwhich he/she is communicating.

Plans and manages a communicationsprogramme to deliver corporate and businessobjectives

Takes calculated risks with communicationsin order to provoke a desired response

Understanding theaudience

Identifies and understands thecommunications needs, expectations andpreferences of the audience he/she wantsto communicate with

Adapts his/her approach for simplemessaging to his/her audience

Analyses the communication needs of new target audiences

As appropriate, encourages and generatestwo-way communications with targetaudiences to increase mutual understandingand adapt communications as required.

Uses market research techniques to improveunderstanding of an audiencescommunications preferences and needs (nowand in the future)


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Understanding toolsand media

Chooses between basic communicationmethods depending on context

Is aware of and understands how to use awide range and the right combination ofcommunication tools as appropriate

Understands the impact of different tools

Evaluate effectiveness of communications

Able to plan and manage multi-mediacommunications programme

Assesses potential of new and existingcommunications tools/media

Develops new and existing communications

tools and mediaKnowledge Sharing Passes on information proactively and in

a timely manner

Finds out where knowledge andinformation are held

Is aware of knowledge sharing practicesand tools

Understands the importance ofappropriate knowledge sharing

Understands and applies data protectionprinciples

Demonstrates commitment to sharinginformation and knowledge with colleaguesthroughout the organisation

Able to build appropriate networks

Encourages others to share information andknowledge with one another.

Able to create knowledge sharing strategy forproject/business


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

Links to job families

1. English

2. Human resources

3. Information systems and technology (IST)


5. Programme and project management (PPM)

6. Arts

Links to other generic skills


2. Computer skills






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Computer Skills

Definition

To understand and use the Councils IT systems in an effective manner in compliance with IT security standards including the ability to describe and reportissues/problems accurately to the IT helpdesk or appropriate personnel



Using Outlook

In line withdisabilitylegislation (e.g.

reasonableadjustments beingmade if needed)

Create, send, forward and reply to emails

Send, 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)

Understands and complies with IT securitystandards

Use voting buttons on emails sent andreceived

Manage distribution lists

Manage own appointments and set remindersusing the Calendar function.

Set up own Calendar to allow at least read-only access to Calendar to a suitable set ofcolleagues.

Check for colleagues availability usingCalendar.

Change views (reading pane, sorting,calendar, etc)

Use tracking facilities

Restore deleted items

Create, organize and manage message folders

Create and maintain contacts

Add and remove toolbars

Use tracking facilities and expiry dates onemail

Create/assign tasks and monitor taskprogression

Know how to use outlook for email merging

Effectively use Outlook to manage and fileemails including writing email rules andmanaging alerts

Apply and create categories to organiseitems


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Using Word

In line withdisabilitylegislation (e.g.reasonableadjustments being

made if needed)

Identify, open, create and print Word f iles

Be aware of and use templates

Use basic character and paragraph formatting(e.g. bold, bullets etc.) and styles

Utilise spelling and grammar checking tools

Change margins and paper orientation

Insert images and symbols

Change document views and modify documentoptions

Use and modify document properties

Save, copy, rename, search, move and deletefiles


Create, modify and format standard tables andborders

Understand the principle of styles and how tomodify 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 relation totext

Use automatic numbering facilities.

Update a Table of Contents

Track and manage changes during editing andreviewing


Perform complex mail merges (Word intoother applications)

Create document templates using styles

Create and format complex diagrams andgraphics

Insert bookmarks, Table of Contents,footnotes and endnotes

Understand and use section and pagebreaks

Create/manipulate outlines styles fornumbering and bullets

Create/amend complex documents usingseveral levels of headings and sub-headingsand handling indexes, tables and a cross-reference system as appropriate

Awareness of file size and knowledge of howto use file compression

Using Excel

In line withdisabilitylegislation (e.g.reasonableadjustments beingmade if needed)

Understand and apply basic concepts andterms used in Excel including the differencebetween cells containing data and formulae

Create, format, modify, sort, print and deletesimple spreadsheets

Format spreadsheets using text colour,shading, borders



Create and format graphs and charts

Handle complex tables sorting data andrepeating vertical/horizontal headingsfacilitating the consultation of the spreadsheet

Create formulas using simple mathematicaloperators and functions

Freeze, lock, hide spreadsheet ranges andformat for printing

Import and export data to other applications


Troubleshoot problems

Summarise data using pivot tables

Link spreadsheets to other files andapplications including formulas acrossmultiple sheets

Write and modify macros

Understand and apply statistical analysis forcreating complex formulae

Calculate using more complex formulae (e.g.IF/AND/OR)

Track and manage changes on sharedworkbooks

Create and manage scenarios and what ifdata tables



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Using Databases


made if needed)

Understand and apply basic databaseconcepts (e.g. navigate records)

Perform simple database queries to extract orselect records from the database according tospecified criteria

Produce reports from tables and queries

Retrieve and search for information usingstandard reports

Perform more advanced queries using thebuilt-in query tool to search data and producereports

Identify areas for improvement for use withexisting databases

Know how to commission databasedevelopment according to businessrequirements

UsingPowerPoint


Load and run PowerPoint presentations

Create and format basic presentations usingpre-defined slide layouts

Insert basic graphics (e.g. clipart)

Print slides and handouts in a variety of paperlayouts suitable to the target audience

Use a data projector for presentations


Apply various slide show animated effects

Create, edit Master slide templates

Create a new template from scratch

Create images and charts within (andbetween) presentations

Demonstrate confidence in using the slidemaster, handout master and notes master

Import and embed data from other applicationsincluding Word and Excel tables and

hyperlinks


Add audio-visual information to presentationsincluding video clips

Create animated text and graphic effects

Know how to store PowerPoint presentationson the web.

Use the PowerPoint presentation feature toreduce large file size presentations


Using InternetExplorer


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 locate informationof 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 British Councilintranet site

Understands and complies with BC securitystandards

Refine searches using advanced searchingmechanisms

Evaluate search results, assessing authority,authenticity, currency of website content

Understand copyright issues relating to usingweb material

Save a web page as a file


Use web casts (e.g. webinar)

Commission and manage Internet pages andpodcasts

Create and use blogs, wikis and discussionforums

Use Obtree to create BC web pages


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E-Learning


made if needed)

Register/enrol for online conferences, coursesand other elearning events

Follow a course of instruction

Have a critical view of quality/delivery of onlinematerials

Creating and editing a personal profileDownload/upload materials


Understand the conventions of and contributeusing different on line communication tools(discussion forums, text chat, voice chat, videochat etc.)

Be aware of and apply on-line etiquette(netiquette)

Understanding and application of onlinelearning techniques (time management, selfreflection, problem solving and asking for help,apply awareness of learning style etc.)

Moderate on-line learning (e.g. administrate,design for, facilitate, evaluate and providetechnical assistance for learners)

Commission and manage online contentincluding ensuring sites are secure in linewith British Council security standards

Understand the functionality and applicabilityof different on-line tools (chat, discussionforums, wikis, blogs, VoIP, quizzes, FAQs,calendars, etc.)

Adapt materials for an online audience

Link to other Generic Skills


2. Communication skills



Links to Job Families

1. Information Systems and Technology (IST)

2. English

3. Web, Knowledge and Information Management

Links to Behaviour al Competencies

1. Achievement


3. Professional Confidence

4. Team working


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Financial Planning & Management

Definition

Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreed results/outputs withinestablished criteria for budget and timescale, using the appropriate policy and process.


Level 1

This level - will be expected to seekguidance from L 2 and L3

Level 2 Level 3

Although not sp ecif ically st ated L3 wi llprovide guidance to L1 and L2

Risk Management Awareness of corporate/global policiesand processes in relation to riskmanagement including business riskmanagement framework tools (BRMF)and know where to locate this

information

Knowledge and experience ofcorporate/global policies and processes inrelation to risk (including BRMF) and howthese link to departmental/country/regionallevel risk management

Ability to identify and manage these risks

Communicates exceptions atdepartmental/country/regional level

Lead on the management of risk, by assigningroles and responsibilities, ensuring reviews takeplace and risks are managed at adepartmental/country/ regional level

Ability to identify opportunities and manage anyfinancial risks associated with them

Takes responsibility for reporting exceptions tothe appropriate senior management forum

Planning andForecasting

Awareness of financial planning cycleand deadlines and where to locate thisinformation

Understanding of process to set up andmaximise benefits of an effectivemanagement reporting structure (WBS +cost codes) including budgets andcommitments

Has basic knowledge of the concept ofcashflow (movement of money in andout of the organisation) and provides therelevant financial information to budgetholder as part of the cash flowforecasting exercise

Knowledge and application of British Councilplanning cycle plus policies, processes(FPS) and timetables

Contributes to departmental/ country/regionalfinancial plan

Uses systems to accurately cost aproject/activity

Supervises the setting up of a financialmanagement reporting structure (WBS +costcodes for SAP countries) including budgetsand commitments

Produces a cash flow forecast forproject/activity

Ability to produce a financial plan to supportprogramme of activity for dept/country/region

Ability to cost activity, including cost benefitanalysis where appropriate

Ability to construct pricing structures (e.g. pricingexams, course fees)

Use forecasting as a tool to identifypatterns/trends in expenditure/income


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Level 1

This level - will be expected to seekguidance from L 2 and L3

Level 2 Level 3

Although not sp ecif ically st ated L3 wi llprovide guidance to L1 and L2

Monitoring andReporting

Understand how to access reports andverify transactions posted to budgets,where financial role permits

Knows how to create and maintain

financial management informationrecords for projects/activity (showingbudget, actuals, commitments andforecast outturn)

Understands how to review the status ofcreditors and debtors and know how toescalate problem items as appropriate

Has basic knowledge of business riskmanagement tools for monitoring and isaware of their own role in this process

Understand how to access and processreports, including income and expenditurestatements and balance sheet

Monitor financial performance against targets

and takes action to manage exceptions (e.g.over/underspend on a particular budget)

Monitor creditors and debtors and reportexceptions at business risk managementmeetings as appropriate

Takes lead responsibility for monitoring andreporting at departmental/country/ regional level

Able to analyse and interpret complex financialdata in order to make appropriate

recommendations/proposals to businessplans/projects

Reports directly and appropriately with internaland external stakeholders on financial matters

Receipts Process:

Invoiced and non-invoiced

Knowledge of customer master data -

process plus content and data standardsAbility to run debtor reports or knowwhere to access them and identifydebtor position e.g. check if amounts areoverdue

Awareness of the concept ofreconciliation and ability to prepare astatement of expected income whererequired

Knowledge plus application of bad debt

policy and processChecks and approves reconciliation ofreceipts to cash banked (where required)

Lead on any bad debt applications for write off

Takes responsibility for ensuring reconciliationof receipts to cash banked are completed whererequired

Payment Process Knowledge of the procedures for settingup vendors on the corporate system(SAP)

Awareness of payment system processand document standards, includingtravel and expenses, or where to locatethe information

Knowledge of, and manages, the risksassociated with setting up of vendors

Ensures payments are processed correctlyand creditors are effectively managed

Ensure that resources are in place, roles andresponsibilities are clearly defined and allocatedand that there is compliance with corporatestandards, to enable the payment process to runefficiently and effectively


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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 the structure, numbers andskills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and performance managed in line with our policiesand legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feel motivated and confident about working creatively in a supportiveand inspiring culture that is in line with our values and EO and Diversity.

Area o f Responsib il it y Level 1 Level 2 Level 3

Resourcing:

Establishing andmaintainingappropriate structure,numbers and skills inteams (staffing profile)to enable the businessto meet itsgoals andobjectives

Understanding of the businessobjectives and goals of theteam/department/country/region;being clear about own role and theroles of others, and how this effectsthe staffing needs and profile

Awareness of the relevant HRpolicies and procedures andknowledge of where to obtainguidance on them

Awareness of the EqualOpportunities and Diversity policiesand practices

Contributes to the development of the staffingprofile for the team/dept/country/region in linewith the business/country/regional plan

Good knowledge of British Council

recruitment and selection policies andprocesses

Ensures an equal balance in the distributionof work within the team/dept/region

Ensures Equal Opportunities and Diversitypolicies and procedures are considered inwork planning and distribution

Knowledge of the different staffing contractsused locally.

Knows where and when to seek advice onlocal legislation.

Advocates appropriate changes to thepersonnel profile as required to maintainefficiency

Assesses and makes judgements on the correctstaffing profile to deliver the businessobjectives/goals and an understanding of anyassociated risks

Leads recruitment exercises, adhering to HRpolicies. Ensures others are trained in this area.

Ensures staff are employed in line with BritishCouncil policies and in compliance with locallegislation.


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People andperformance:

Enhancing businessoutputs by enablingstaff to perform attheir optimal level

Awareness and understanding ofperformance management and activeengagement in the process

Gives and receives feedbackinforming own and othersperformance

Awareness of the relevant HR andhealth & safety policies andprocedures that affect people andperformance

Uses Performance Management tools toinduct, manage, develop and evaluate staffperformance

Working knowledge of HR policies andprocedures relating to the management ofstaff

Engagement and promotion of performancemanagement system to ensure best practice

Takes a lead in developing the capacity of others toapply British Council standards in key HR areassuch as recruitment, induction, performancemanagement, Equal Opportunities and Diversity.

Ensures Health & Safety guidelines are adhered to,to mitigate risk within the business

Acts on feedback from the Staff Survey, to enhanceown and staff performance and motivation

Ensures staff terms and conditions of service arereviewed regularly and are in line with HR policiesand local legislation

Development:

Enabling staff toacquire and develop

the skills to maximisetheir potential andperformance

Awareness of the developmentopportunities available within theorganisation for both individual and

business growth

Takes responsibility for selfdevelopment and career planning

Consistent approach to staff developmentthrough the use of coaching and mentoring

Analyse skills needs/requirements andidentifying potential gaps

Understands role as a facilitator of others,and the importance of appropriate delegation

Knowledge of the different types of learningand development opportunities andacknowledgement of the diverselearning/working styles of staff

Contributes to the production of the developmentstrategy and budget

Analyses the long term training and development(T&D) needs in line with current and future businesstargets/goals/requirements

Ensures that others in the team are trained in HRmanagement (where appropriate), and are clearabout their role and responsibility in relation to themanagement of others

Seeks staff feedback on analyses and T&Dplanning processes. (thoroughness, fairness,access, diversity)


1. Holding people accountable

2. Leading and developing others

3. Professional confidence

4. Intercultural competence


1. Human resources

2. English



2. Communications




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Marketing & Customer Service

Definition

Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussed products and services at theright time, in the right place and in an appropriate way.


Understanding the BritishCouncil and its values

Understands the British Council andworks within the values

- Who we are

- Why we are here

- What we want to achieve

Ensures new colleagues understand andapply British Council Values

Positively influences all customers aboutBritish Council in a manner that encouragesthem to engage with the organisation

Takes responsibility for championing thebrand and ensuring that brand values areembedded in all programmes, projects,products and services

Understanding potentialmarkets/customers Provides input into basic administrationof market research

Recognises potential customers andactively promotes products andservices to them

Understands the importance of marketresearch and the benefits it provides

Supports the development of products,services, projects and activities for agreedtarget groups

Applies customer/market intelligence informulating strategy

Takes responsibility for shaping response tothe needs of key segment groups to achievebusiness benefits

Understanding customerneeds

Is able to gather required customerand market information

Applies knowledge of Data Protectionand Freedom of Information standards

Establishes systems to collect and analysecustomer and market information

Commissions, scopes and co-ordinatesappropriate customer and market research


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Responding to customerneeds

Controls the interaction with thecustomer. Listens effectively and usesquestioning skills to clarify customerneeds

Delivers excellent service at all pointsof contact

Plans and supports a service approach thatbalances a personalised delivery withbusiness needs.

Investigates service delivery and providessolutions to any problems/issues.

Shapes and leads on Marketing andCustomer Service strategy through applying:

knowledge of the external environment(political, sociological, economic,environmental, technological and legalaspects);

interpreting market information;

having a comprehensive understanding of

the nature, profile and demands ofcustomers

Leverages and exploits available resources

to better meet customer needs and

expectations.

Building strong relationshipswhich add value to theUnited Kingdom

Uses strong interpersonal skills tobuild effective rapport with customers

Uses systems to accurately managecustomer information

Ensures staff have sufficientmarketing/customer service skills

Uses knowledge of best practice in customerrelationship management to make strategicdecisions.

Obtaining and evaluatingfeedback

Actively and systematically collectsfeedback and data through a varietyof means

Analyses and evaluates actual customerexperience against expectations usingfeedback, benchmarking and managementinformation.

Feeds management information intocontinuous customer service improvement.

Makes strategic decisions on product andservice development, balancing customersneeds and expectations with organisationalpriorities, objectives and resources.

Promotes by example a culture ofcontinuous improvement.


1. Customer service orientation

2. Relationship building for Influence

3. Inter-cultural competence

4. Self awareness


6. Working strategically



2. English



2. Communications




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Project & Contract Management

Definition

Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle of identification and development,implementation and evaluation and reporting; understanding the context of projects and contracts and their contribution to British Council purpose.


Context, market andstakeholders

Understanding the contextand market to identify anddevelop new projectopportunities, and managingclients/partners/ stakeholders

Understands project identificationprocesses and demonstrates ability tocontribute to these.

Uses effective approach tocommunicating with projectstakeholders to maintain relationships.

Applies knowledge of organisationalpurpose, strategy and business context toidentify appropriate project opportunities,products and services, and partnerships,underpinned by dual-key planning.

Manages and developsclient/partner/stakeholder relationships thatsupport the delivery of specific projects

Assesses and makes judgements on projectinvestments that achieve maximum impactagainst corporate outputs and businesstargets.

Responsible for identifying, managing anddeveloping strategic relationships withprincipal clients, partners and stakeholders.

Development and delivery Understands processes for developingproposals and demonstrates ability tocontribute to these

Contributes to the development andimplementation of project plans andschedules using appropriate systemsand tools.

Undertakes assigned role(s) in projectdelivery to internal and external

client/partner/stakeholder satisfaction.

Leads the development/authoring andquality review of project proposals tocorporate standards and internal/externalclient requirements.

Takes lead responsibility for theimplementation of projects at differentstages of the project cycle to ensuredelivery of project outputs and targets andmanages change.

Designs and manages logically inter-relatedinput plans, costings, schedules andresponsibility matrices, revenue forecastsand work breakdown structures.

Leads the development of highly complexand business critical project proposals usingappropriate tools, business processes andsystem standards.

Ensures fit between project level outputsand targets and the achievement of corporateoutputs.

Takes lead responsibility for implementationof highly complex and business critical

projects.


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Tendering and procurement

Application of tenderingprocess (competitive andsingle source) to winbusiness; procurement ofgoods, services, internal/external resources to support

project delivery

Understands basic contractingterminology and uses thisappropriately

Has basic understanding of tenderingand procurement procedures

Supports the procurement and

management of: project goods andservices, and internal resources.

Leads in developing, negotiating andmanaging pre-contract agreements,contracts and Service Level Agreementswith individuals, departments andorganisations.

Designs appropriate tender documents.Manages the procurement process to

internal and external client standards forspecific projects.

Leads on the identification, procurementand management of goods, services, andinternal/ external resources (includingconsultants, partners and suppliers).

Manages the tendering process to corporateand external standards across a portfolio ofprojects.

Negotiates and manages strategicpartnerships which enhance BCs reputation.

Is responsible for and manages the

procurement process to secure internal andexternal resources to corporate and externalstandards across a portfolio of projects

Managing risk Demonstrates an understanding ofproject risks and operating context,and adjusts planning accordinglyduring implementation.

Undertakes business risk identification(technical and financial) and analysis forspecific initiatives. Uses this to informapproach and manage risk.

Responsible for risk and opportunityidentification and business assurance acrossa portfolio of projects.

Business Risk Management FrameworkProcess Owner for project related areas (as

appropriate).Monitoring, evaluation andreporting

Understands basic monitoring andevaluation tools and processes.

Contributes to the development ofmonitoring plans and takes part inmonitoring.

Contributes to project closure,including systems closure.

Supports project reporting by collatingmanagement information.

Contributes to the collection ofinformation for lessons learnt.

Agrees monitoring and evaluation criteriaand plans with internal and externalclients/partners/ stakeholders at project pre-implementation.

Manages the delivery of monitoring plansand takes action to ensure projects aredelivered to time, quality and cost targets.

Communicates outputs and targets.

Takes the lead for specific projects on themanagement of project/contract closure

and financial and technical reporting tointernal and client/partner/ stakeholderstandards and needs.

Communicates the findings from projectimpact evaluation, captures anddisseminates lessons learnt.

Acts as internal consultant to monitoring andevaluation design and delivery.

Manages and monitors project deliveryacross a portfolio of projects to meetcorporate strategy and business targetrequirements.

Takes the lead for highly complex orbusiness critical projects on the managementof project/contract closure and financial andtechnical reporting to internal and

client/partner/ stakeholder standards andneeds.

Applies the results from project impactevaluations to strategic businessdevelopment, leading to performanceimprovements.


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Business and systemprocesses

Operates within corporate guidanceand standards for projectimplementation on SAP, managesexpenditure and income to plan.

Ensures compliance with corporatestandards and guidance for projectimplementation, including on SAP.

Contributes to the development of bestpractice for the use of SAP in project deliverycorporately.

Links to Behavioural Dictionary

1. Achievement2. Analytical thinking

3. Leading and developing others

4. Relationship building for influence

5. Holding people accountable


1. English2. Programme and project management (PPM)


Links to Other Generic Skills

1. Human Resource Management2. Financial Planning and Management

3. Business Management and Development

british council generic skills dictionary

Documents