Service Orientation
Anticipating, recognizing, and meeting others’ needs
People with this competence:
Understand others' needs;
Monitor and seek ways to increase others’ satisfaction;
Gladly offer appropriate assistance; make themselves available; and
Grasp others’ perspective, readily, and can respond and act appropriately.
People lacking this competency:
Focus on their own objectives rather than others’ needs;
Provide routine or “off-the shelf” solutions and ideas;
Speak poorly of others;
Refuse to take a stand on behalf of another person;
Fail to provide extra help (or even any help at all);
“Pass the buck”; and
May be discourteous.
Development tips:
Look for opportunities to be helpful, to be of service, to others;
Anticipate and be aware of the needs of others; plan ahead to meet people’s needs if possible;
Create a culture of service by modeling the behavior;
Ask questions to understand another’s needs; act on or agree to a course of action;
Under-promise and over-deliver; do more than expected; and
Follow through; check to ensure satisfaction.
“The best job goes to the person who can get it done without passing the buck or coming back with excuses.” - Napolean Hill
Great Resource: Servant Leadership, by Robert Greenleaf
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