If the criterion required is “Quality Customer Service” the following are suggested

·         Demonstrated commitment to understand, assess and meet customer needs, within resources available; or

·         Ability to interact effectively with clients from diverse cultural backgrounds; or

·         Ability to observe and report on whether customer services are meeting customer needs on an ongoing basis; or

·         Demonstrated ability to address customer needs in a positive, friendly and efficient manner

If the criterion required is  “Decision Making”

·         Demonstrated ability to recognise and define the nature of the situation, consider the options and issues and choose the most appropriate way to resolve the situation; or

·         Ability to identify and examine accurately and thoroughly the nature extent and cause of the situation and to act appropriately; or

·         Demonstrated ability to make timely decisions compatible with University goals, considering the short and long term impact on all areas; or

·         Ability to efficiently select, gather, analyse and evaluate information to generate realistic options.

If the criterion required is “Specialised or Technical Knowledge

·         Ability to use knowledge, skills, techniques and tools to complete tasks and fulfil responsibilities according to technical and/or professional standards; or

·          Ability to adhere to required technical/industrial/professional standards/guidelines; or

·          Ability to accept responsibility for the quality of work completed using technical/professional knowledge; or

·          Ability to design and/or implement research activities, applying a range of methodologies as appropriate; or

·           Ability to provide required assistance and/or guidance to customers/staff using current technical/professional knowledge.

If the criterion required is  “Team/Staff management”

·         Demonstrated ability to plan, resource, co-ordinate, monitor, direct, lead, support and/or develop staff (in a team environment) to achieve quality outcomes; or

·         Ability to clarify roles and responsibilities and provide appropriate advice and guidance on expected performance; or

·         Ability to set realistic and challenging performance goals and standards with individual staff members; or

·         Ability to clearly communicate required outcomes; or

·         Demonstrated ability to seek and give performance feedback; or

·         Ability to sensitively manage disciplinary issues; or

·         Ability to mediate constructively in conflict situations; or

·         Demonstrated ability to maintain awareness of personal needs of a staff member and to confidentially guide them to appropriate support services; or

·         Ability to practice participative decision making; or

·         Ability to ensure a climate of equal opportunity and an equitable and harassment-free workplace; or

·         Proven ability to provide timely information to subordinate staff on developments which affect work outcomes.

If the criterion required is  “Sound Communication Skills”

·         Ability to respect different perspectives by allowing others to fully express ideas and points of view; or

·         Ability to give effective non-verbal signs of attentive listening; or

·         Proven ability to communicate effectively when using telephones, facsimiles, or other electronic means; or

·         Ability to address customers/students in a positive, friendly manner; or

·         Proven ability to prepare documents and/or correspondence which are clear, accurate and concise.

If the criterion required is “Self Management”

·         Ability to work effectively, independently and/or with others as a team; or

·         Ability to accept responsibility for own actions, reactions and outcomes; or

·         Ability to maintain confidentiality and integrity; or

·         Ability to manage and/or respond to change and work pressure, constructively and with composure; or

·         Ability to take an innovative approach to work processes and changes in the work environment; or

     ·       Demonstrated ability to actively contribute to continuing improvement in the work place

If the criterion required is “Organisational Understanding”

·         Demonstrated ability to consistently and correctly use administrative procedures relevant to the work area; or

·         Ability to accurately complete appropriate documents and forms; or

·         Ability to understand and apply all regulations which apply specifically to the work area; or

·         Ability to understand and use communication systems within an organization; or

·         Ability to apply University policies and procedures/and legislation which impacts on work activities;

or for more senior positions:

·         Demonstrated understanding of Risk Management Principles and ability to comprehend control systems within an organization.