Developing new insights into situations and applying novel solutions to make positive improvements.
Examples
introducing new concepts or strategies that improve or revise procedures or processes
seeking new ways to meet customer needs & create value
encouring creative thinking & innovation
seeking opportunities for growth & change
exploring new ideas, methods, different positions, & alternatives
Leading Through Vision & Values
Definition
Establishing and communicating organizational vision and values as a means to positive change and results.
Examples
vision & values communication
relationship influence
change management
strategic planning
building & leveraging trust
Advocacy, Influence, & Inspiring Others
Definition
Building support for ideas, proposals, and solutions; and influencing others to take action to advance mission, vision, and objectives.
Examples
leveraging relationship & expert influence
exercising discretion in using authority & role influence
communicating vision & values
creating a guiding coalition
extolling value & partner preferences
negotiation & compromise
Library Fundamentals
Definition
Knowledge of UT Libraries’ operations, services, and mission that are necessary for contributing to organizational objectives and serving our customers.
Examples
knowledge of Libraries spaces & services
knowledge of academic libraries & higher education
being accessible to patrons & colleagues
Leveraging Diversity & Inclusion
Definition
Intentionally creating and sustaining inclusive environments, fostering partnerships, facilitating conversations, and modeling behaviors that promote and celebrate individual and collective achievement.
Examples
inclusive access & service
promoting individual differences
adding inclusivity value to curriculum & pedagogy
community outreach & underserved populations
accessibility
employee sourcing in underutilized talent pools
2020 Featured Competency
Communication & Customer Service
Definition
Effectively organizing and expressing ideas and information in a manner that is appropriate for the audience and that results in understanding and acceptance; demonstrating a personal commitment to monitoring, anticipating, and ultimately meeting the needs of our customers.
Examples
oral & written communication
active listening
customer orientation
customer value creation
public speaking
non-traditional communications
Focus Areas for 2020
Communication StylesJanuary – March
By the end of the session, participants will be able to:
Identify individual communication preferences with strengths and challenges.
Understand how our communication preferences impact team communication.
Articulate behaviors of effective communication.
Apply effective communication behaviors that uphold our individual and team preferences.
Customer ServiceApril – June
By the end of the session, participants will be able to:
Identify their style and skills for engaging in complex conversations with customers.
Understand the impact of their style and skills in complex conversations with customers.
Apply critical components of kind candor in complex conversations with customers.
Inclusive CommunicationJuly – Septemeber
By the end of the session, participants will be able to:
Identify ways in communication be used to include or exclude individuals.
Understand what communication and behaviors create an inclusive environment.
Apply inclusive communication when interacting with team members and customers.
Active ListeningOctober – December
By the end of the session, participants will be able to:
Identify the elements of active listening.
Understand how active listening positively impacts communication.
Articulate strategies to implement active listening during dynamic communication.
Apply active listening behaviors and strategies when communicating with team members and customers.
Resources
L&OD Learning Event: Communication Styles – Tuesday, January 21, 2020 & Thursday, February 13, 2020
L&OD Learning Event: Inclusive Communication – Thursday, July 23, 2020
L&OD Learning Event: Active Listening – Thursday, October 22, 2020