1. Initiates discussion with supervisor that leads to the development of a professional development plan.
2. Seeks opportunities to increase job knowledge through feedback from supervisor, team members and campus training opportunities.
3. Cross-trains within own functional areas.

1. Provides clear, consistent information and service for the functional area in which s/he works.
2. Responds promptly to all inquiries or requests for service.
3. Has basic knowledge of functional areas and staff for accurate transferring and referral.
4. Demonstrates solid basic skills in handling difficult customers that lead to service recovery, which is best defined as the ability to work with the dissatisfied customer as long as it takes to earn their confidence in the department's ability to deliver the desired service in a timely and professional way.
5. Represents the University, the division and the department in which s/he works well.

Manages Conflict:

1. Resolves conflict directly with person involved.
2. Manages own perceptions.
3. Demonstrates active listening skills.
4. Focuses on conflict resolution not blame.
5. Demonstrates self-awareness and takes responsibility for own actions in a conflict situation.

Takes Initiative:

1. Participates in idea development and improvement.
2. Provides constant feedback and updates and involves appropriate resources when necessary.
3. Consistently meets deadlines and delivers on commitments.
4. Participates in initiatives beyond the scope of one's job
5. Works with minimal supervision and proactively follows through.

Communicates Effectively:

1. Uses professional and collegial style and language in all communication.
2. Uses email, voicemail, written communication and personal contact appropriately.
3. Demonstrates clear, concise, and solid verbal and written skills.
4. Produces error-free written and verbal communications.
5. Involves and informs others as appropriate.
6. Projects positive manner in all forms of communication.

Handles Problem-Solving and Decision-Making wisely:

1. Is comfortable making many daily operational decisions autonomously.
2. Involves others as appropriate with unusual or non-routine problems.
3. Consistently offers point-of-view when involved in team problem solving and decision-making.
4. Accepts final decisions graciously and positively regardless of personal point-of-view.
5. Is a reliable conduit of information and representative of leadership in decisions or problem solving that affects the department.
6. Takes informed risks with appropriate guidance.

Builds Trust:

1. Keeps commitments.
2. Is punctual for work and meetings.
3. Comprehends the ethical standards applied to staff and asks for guidance when appropriate to ensure decisions and behavior are consistent with these standards.
4. Takes responsibility for errors and does not fix blame.
5. Maintains confidentiality and discretion and asks for guidance when appropriate.
6. Exhibits integrity and honesty with colleagues and customers.
7. Displays appropriate social skills in diverse settings and with diverse people.
8. Responds positively to coaching on professionalism and values.
9. Is open to the views of others.
10. Refrains from gossip and avoids destructive typecasting.

Promotes Teamwork:

1. Seeks out the perspective and expertise of others to effectively solve problems and accomplish objectives
   (i.e. meet deadlines, complete projects).
2. Identifies problems and engages in productive dialogue to help develop effective solutions.
3. Looks for opportunities to support others in work group with time, talent or expertise.
4. Seeks to understand roles and responsibilities of other team members.
5. Demonstrates a willingness  and an ability to adapt to change.
6. Shows enthusiasm for work and for working with others.
7. Uses coaching principles (regular feedback, obstacle removal, recognition and training) with co-workers as well as staff to promote excellent performance and a  positive working environment.

Produces Good Results:

1. Consistently produces high quality work.
2. Makes productive use of time.
3. Completes projects in a timely and cost-effective manner.  Routinely meets - or exceeds -- goals.
4. Produces work within budget guidelines.
5. Establishes processes to ensure that work flows smoothly and that successes can be repeated.

Understands mission of the division and SMU within the context of higher education:

1. Seeks to be informed about, and adheres to, University policies and procedures.
2. Seeks to understand other areas of the university, beyond  immediate realm of responsibility.
3. Seeks to understand local and national education issues—the context within which SMU competes and functions.
4. Seeks to learn the needs, expectations, an perceptions of SMU’s key constituencies to improve results and services.

The Rating Levels --  Definitions