Competencies are measurable clusters of KSAs (knowledge, skills, abilities) that are critical in determining how results will be achieved. For example, in the job description for Registered Nurse, one of the competencies might be customer service, which includes knowledge (of principles and processes for providing customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction), the skills of active listening and speaking, and the ability to identify problems.
B. The second step involves identifying indicators that will allow us to understand the extent to which each individual possesses the competency in question. These indicators are behavioral manifestations of the underlying (unobservable) competency. For example, an indicator that could be developed for the Registered Nurse competency of customer service might be:
In describing competencies, one must:
a. First clearly define it; for example (adapted from the job description for Registered Nurse): customer service includes knowledge (of principles and processes for providing customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction), the skills of active listening and speaking, and the ability to identify problems. Another definition from dictionary.com: “assistance and other resources that a company provides to the people who buy or use its products or services” is found at http://dictionary.reference.com/search?q=customer%20service.
b. Describe behavioral indicators showing the presence of the competency; for example (adapted from the job description for Registered Nurse): customer service includes the use of active listening, which is described as: “Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at