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Next Generation Agent
Competencies
Following
are the 21 Next Generation Agent Competencies by which
TICA State Farm agents are measured.
The 21 Next Generation Agent
Competencies have been placed into categories based on
the Leadership Model utilized within the Enterprise.
Three Next Generation Agent competencies are not
included in the Leadership Model -- Entrepreneurial
Spirit, Competitiveness and Need for Recognition.
Entrepreneurial Spirit has been added to the Strategy
grouping and Competitiveness and Need for Recognition
have been included with the Results competencies.
Personal
Impact: Personal impact competencies address how someone
influences and inspires people around them.
Integrity: Acts
ethically and honestly in all business practices and
builds professional relationships by promoting mutual
trust. Builds credibility through straight talk and
taking personal accountability for actions. Is respected
by others and follows through on commitments. Is highly
responsible and is a role model for others.
Passion: Embraces the
essence of State Farm. Demonstrates a commitment to the
company's mission and values, a strong work ethic and an
internal drive for excellence. Is energetic, optimistic
and invigorates others.
Self Awareness:
Analyzes own behavior and performance results to learn
from mistakes and successes. Actively engages in a
process of personal change to improve performance. Knows
own strengths and shortcomings. Demonstrates humility.
Learning: Has an
affinity for discovering new ideas, experimenting to
learn and acquiring knowledge. Demonstrates an
understanding of the technical and professional aspects
of the work. Embraces continuous learning and renewal.
Seeks internal and external business knowledge beyond
current area of responsibility.
Leadership Courage:
Demonstrates confidence by making tough decisions,
challenging the status quo when appropriate and taking
business and personal risks to achieve business goals
and objectives. Is able to communicate bad news and
appropriately share it. Has the willingness to state
one's beliefs. Admits mistakes.
Relationships: Relationship competencies address the way
someone interacts with others.
Coaching:
Communicates clear expectations, observes and assesses
performance and provides ongoing feedback, coaching,
mentoring and training. Makes the development of others
a top priority. Challenges self and others to critically
evaluate personal strengths and weaknesses. Finds
opportunities to give feedback at the earliest time
possible. Tailors feedback and training techniques to
the individual style of employees. Provides
developmental challenges through the use of appropriate
delegation and assignments.
Relationship Building:
A good leader values relationships. Develops, cultivates
and maintains a wide network of key internal/external
relationships where trust and respect are shared an
advice or support can be sought.
Influence: Gains the
support of others and acts as a catalyst causing them to
take action or change behavior. Understands and
anticipates the reactions of others and develops
appropriate responses. Establishes credibility through
intellectual honesty.
Teamwork: Generates
commitment through collaboration and energizes people to
achieve collective goals. Seeks input that capitalizes
on teh unique capabilities and contributions of
different individuals. Works toward common goals by
supporting, encouraging and sharing information with
colleagues. Keeps management and key stakeholders
informed and appropriately involved. Celebrates
accomplishments.
Strategy:
Strategy competencies address someone's ability to look
at the "big picture" and guide others and function in
the best direction; pursuing the necessary actions to
achieve superior results.
Adaptability: Is
flexible, resilient and versatile. Initiates and
supports change when needed. Alters the approach as the
business situation demands. Easily deals with a variety
of people, levels, departments and tasks. Handles
multiple tasks and issues simultaneously. Manages change
and has a tolerance for ambiguity.
Inclusiveness: Values
and encourages diversity of thought and experience.
Builds relationships with all team members. Avoids
stereotyping and seeks opportunities to learn about
others. Is fair and treats others with respect. Draws
people in so they feel wanted and part of the team.
finds the common ground, keeps own opinions in check and
seeks consensus and support. Understands the business
case for diversity and contributes toward these goals.
Vision: Sees
possibilities and develops insightful and innovative
approaches to define and support the company's vision.
Builds a visionary bridge from the present to the
future. Creates, defines and clearly communicates a
realistic and credible future, and brings about shared
enthusiasm and focus. Links vision to goals and
objectives, and even in times of ambiguity, enables
others to act. Recognizes the impact on the enterprise
of issues, plans and activities.
Communication: Seeks
to understand and to be understood. Tests for clarity.
Uses communications processes to inform, influence and
motivate others. Develops communication strategies to
drive strategic messages. Understands the appropriate
method, timing and audience of messages. Communicates
clear expectations and provides ongoing meaningful
feedback. Speaks and writes effectively in a variety of
circumstances.
Customer Focus:
Focuses efforts on discovering and meeting customers'
stated or unstated needs and expectations. Plans and
responds effectively to meet customer needs in a
changing marketplace. Makes and delivers on commitments
to customers. Understands the causes of customer
complaints. Decisions reflect sound judgment and are
customer-focused.
Entrepreneurial Spirit:
Ready and willing to assume the risk of a business
venture with State Farm's objectives aligned.
Characterized by an internal drive for success. Thrives
on profit and desires a connection between success and
hard work. Understands the long-term costs and benefits
of such an investment. Ability to generate commitment
through collaboration and energize people to achieve
collective goals.
Results:
Results competencies are about execution and taking
action while others remain idle.
Initiative: Takes a
proactive approach, seizes opportunities for change and
takes action when appropriate. Recognizes what needs to
be done and accomplishes it with minimal supervision.
Sees opportunities to take action and advance the
success of the team. acts promptly in resolving issues.
Results Oriented:
Focuses on enhancing results and is accountable for
outcomes. Sets high expectations and targets that align
with organizational goals. Positively contributes to
acceptable financial results. Creates an environment
that fosters achievement, encourages others to take
ownership and accepts personal accountability for
results. Knows what to measure and how to measure it.
Empowers associates and holds them and others
accountable for actions and results.
Problem Solving:
Anticipates issues and develops solutions. Develops
creative and innovative approaches to solve business
problems, based on available information and business
objectives. Articulates and solicits specific criteria
that must be addressed to reach agreement to resolve an
issue.
Business Acumen:
Identifies information and materials both internally and
externally that contribute to the completion of work
objectives for optimal impact. Understands and
contributes to the organization's business strategy.
Knows the goals of the enterprise. Develops knowledge
base and understanding of current issues related to
department, enterprise and insurance industry. Manages
information well. stays current with advancements in
technology and has the capacity to continuously learn
and grow.
Competitiveness:
Motivated by and works well in competitive situations.
Determined by competition for business.
Need for Recognition:
Thrives on and is motivated by attention for actions
that set apart differences in performance. |
