Select two individual competencies you would like to focus on for further development.

• Write a one-page, double-spaced essay in Microsoft Word describing two competencies from this self-assessment on which you would like to focus your further professional development and explain your improvement plan.

DeVry University COMPETENCY 1: ADAPTABILITY Definition Key Characteristics Individual Contributor: Lead Yourself Competency Self-Assessment Demonstrates positive attitude, resilience and openness to change. Maintaining effectiveness when experiencing changes in work responsibilities or environment; adjusts effectively to work within new structures, processes, requirements or cultures. Tries to understand changes | Actively seeks information about new work situations; strives to understand the rationale and implications for changes in work responsibilities or environment. Approaches changes or newness positively | Treats change and new situations as opportunities for learning or growth; identifies the benefits of change; speaks positively about change to others. Adjusts behavior | Quickly modifies behavior to deal effectively with changes in the work environment; tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors. Assessment Statements Actively seeks out information and rationale behind new work policies and adapts to them quickly. Sees frequent changes in work assignments as an opportunity for learning or growth. Quickly modifies behavior to deal effectively with changes in the work environment and does not hesitate to abandon old behaviors. COMPETENCY 2: BUILDING STUDENT/CUSTOMER LOYALTY Definition Key Rating Clear Ratings Frequently Always Occasionally Effectively meeting student/customer needs, building productive student/customer relationships. Delivers high quality products and services to ensure student/customer satisfaction and loyalty. Uses key principles | Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports). Acknowledges the person | Greets customers promptly and courteously; gives customers full attention. Clarifies the current situation | Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding. Characteristics Meets or exceeds needs | Acts promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments. Confirms satisfaction | Asks questions to check for satisfaction; commits to follow through, if appropriate; thanks customer. Takes the "HEAT" | Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues. Assessment Statements Acts promptly in routine situations and agrees on clear course of action on non-routine situations. Views self as an effective listener by asking clarifying questions, providing appropriate information according to customer needs, and summarizes to check understanding. Effective at handling upset customers by hearing them out, empathizing, apologizing, and taking personal responsibility for resolving their issues/problems. Rating Clear Ratings Frequently Always Occasionally