Effective People Manager Framework
Feedback
Participant:………………………………………………………..
Email: ……………………………………………………………….
Telephone:………………………………………………………..
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How to use the Effective People Manager Framework:
On the next page you will find a framework of 11 core attributes that contribute to effective people management.
Each of the core attributes in the framework is then broken down into a number of behaviour descriptions in the following
pages.
A rating scale is shown beside each behaviour description. The rating scale allows you to identify how often you/the manager
you are rating would use the described behaviour, as shown in the scale below.
NA
1
2
3
4
5
6
Not applicable
Never
Almost never
Sometimes
Often
Almost always
Always
Below each core attribute and its behaviour descriptions there is a space for you to add any useful comments. These should
be constructive, explain why you have selected a particular rating, and provide evidence about the attribute you are rating.
You and your line manager should independently score the Effective People Manager framework to provide feedback about
your current performance against the behavioural indicators.
You may also wish to ask colleagues and/or direct reports to complete an assessment for you.
Please ensure that each scorer uses a separate framework document. This will ensure that each rater takes an
independent view and is not influenced by the ratings provided by other raters.
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Effective People Manager: Core Attributes
Managing
People
Works with others to deliver results. Empowers and motivates others and encourages high quality performance.
Promotes team working. Creates a climate of support and accountability.
Managing for
Results
Understands what results are important, and focuses resources to achieve them.
Delivers financial targets and achieves agreed performance indicators, contributing to the success of the business.
Actively seeks ways to improve results.
Sets clear goals and objectives linked to university strategy and local operating plan.
Makes timely decisions that deliver the desired outcomes.
Communicates clearly and effectively with a diverse range of people and takes account of their views.
Uses well-reasoned arguments to influence and persuade where necessary to achieve desired outcomes.
Meets customer needs; puts customers first; takes responsibility for delivering customer satisfaction; develops productive customer
relationships and customer loyalty; delivers a consistently high quality service to external and internal customers. Seeks creative
and innovative ways to improve performance and enhance customer satisfaction.
Evidences a high level of technical and professional skill/knowledge in job-related areas; keeps abreast of current developments
and trends in own area of expertise. Demonstrates commitment to personal and professional development.
Encourages, supports and inspires others to develop capability and builds confidence to help others realise their full potential.
Manages resource to deliver organisational objectives. Provides value for money through resource procurement and utilisation.
Plans resource development considering environmental impact and green issues.
Demonstrates open and honest behaviour. Personal behaviour demonstrates integrity.
Is emotionally aware and displays resilience in a range of situations.
Develops effective relationships and networks. Uses own time effectively.
Adapts own working style to take account of the needs of others.
Encourage others to explore future vision.
Thinks creatively and re-examines traditional strategies and practices, proactively looking for new ideas and ways to improve
products, services, and work processes.
Establishes a course of action for self and/or others to accomplish specific goals.
Gathers relevant information and data and analyses issues.
Makes systematic and rational judgements based on relevant information and identifies cause and effect relationships to resolve
issues and solve problems.
Creates new and imaginative approaches to work, demonstrating a willingness to question the way things are done. Plans and
delivers change.
Responds and adapts to changing circumstances. Can manage, solve problems and provide solutions in a climate of ambiguity.
Leadership
Communicating
as a manager
Managing
Customers
Professional
development
Managing
Resources
Personal
management
Managing with
Creativity
Planning and
Decision
Making
Managing
Change
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The Effective People Manager Competencies
Managing People
1.0
Works with others to deliver results. Creates a climate of support and accountability.
Empowers and motivates others and encourages high quality performance.
Promotes team working.
1.1
Inspires and enthuses team members to achieve their full potential
1.2
Encourages team members to reach their full potential
1.3
Takes corrective action when performance is slipping
1.4
Allocates work fairly
1.5
Provides support and guidance to team members to achieve high standards
1.6
Recognises the contributions of all team members
N/A
1
2
3
4
5
6
Comments and Evidence
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2.0
Managing for results
Understands what results are important, and focuses resources to achieve them.
Actively seeks ways to improve results. Delivers financial targets and achieves agreed
performance indicators, contributing to the success of the business.
2.1
Sets challenging and achievable performance targets for self and team
2.2
Regularly reviews individual and team performance
2.3
Takes timely and appropriate action to address underperformance
2.4
Is focussed on continuously improving performance providing regular feedback and support to
team members
2.5
Recognises good performance and offers praise and recognition
2.6
Holds people to account for what they have agreed to deliver
N/A
1
2
3
4
5
6
Comments and Evidence
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3.0
Leadership
Sets clear goals and objectives linked to university strategy and local operating plan.
Makes timely decisions that deliver the desired outcomes.
3.1
Communicates clear focus and direction for the team
3.2
Is visible and accessible to team members
3.3
Presents self as a credible role model
3.4
Acts decisively and effectively to resolve challenging situations
3.5
Works with the whole university in mind not just their own team
N/A
1
2
3
4
5
6
Comments and Evidence
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4.0
4.1
Communicating as a Manager
Communicates clearly and effectively with a diverse range of people and takes account
of their views. Uses well-reasoned arguments to influence and persuade where
necessary to achieve desired outcomes.
Ensures that the importance of meeting targets is communicated and clearly understood by
everyone in the team
4.2
Creates opportunities for the team to freely exchange views, ideas and information
4.3
Adapts own communication style to suit the needs of others
4.4
Cascades information in a timely way to team members
4.5
Keeps managers informed of operational issues which may affect performance
N/A
1
2
3
4
5
6
Is accessible and receptive to feedback and suggestions from team members that could improve
performance
Comments and Evidence
4.6
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5.0
Managing Customers
Meets customer needs; puts customers first; takes responsibility for delivering
customer satisfaction; develops productive customer relationships and customer
loyalty; delivers a consistently high quality service to external and internal customers.
Seeks creative and innovative ways to improve performance and enhance customer
satisfaction.
5.1
Demonstrates a personal commitment to providing high standards of customer service
5.2
Interacts regularly with customers to gain feedback and to identify ways to improve services
5.3
Communicates and manages the team’s delivery of customer service standards
5.4
Ensures that the team understand the importance of delivering high levels of customer service
5.5
Responds promptly to customer feedback sharing outcomes with the team to improve customer
service standards
N/A
1
2
3
4
5
6
Ensures that the team receive appropriate training and development to maintain and develop
customer service standards
Comments and Evidence
5.6
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6.0
Professional development
Evidences a high level of technical and professional skill/knowledge in job-related
areas; keeps abreast of current developments and trends in own area of expertise.
Demonstrates commitment to personal and professional development.
Encourages, supports and inspires others to develop capability and builds confidence to
help others realise their full potential.
6.1
Demonstrates commitment to own personal and professional development
6.2
Encourages team members to identify, and take responsibility for their learning and development
needs
6.3
Provides structured development opportunities for team members
6.4
6.5
6.6
N/A
1
2
3
4
5
6
Uses SPRE, the appraisal system, as a key tool in reviewing performance and identifying
development needs
Recognises the current competency levels of team members and the gaps that need to be
addressed
Maximises opportunities for sharing learning within the team and with other teams
Comments and Evidence
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7.0
Managing Resources
Manages resource to deliver organisational objectives. Provides value for money
through resource procurement and utilisation. Plans resource development considering
environmental impact and green issues.
7.1
Organises work activities and the use of resources in their area of responsibility so that they are
efficient and effective
7.2
Recognises changes in circumstances promptly and adjusts plans and activities accordingly
7.3
Presents information on the use of resource clearly, concisely, accurately and in ways that
promote understanding
7.4
Keeps staff informed of plans and developments
7.5
Ensures that their team complies with legal requirements, industry regulations, organisational
policies and professional codes
7.6
Makes best use of available resources and proactively seeks new ways of working to minimise
environmental impact
N/A
1
2
3
4
5
6
Comments and Evidence
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8.0
Personal management
Demonstrates open and honest behaviour. Personal behaviour demonstrates integrity.
Is emotionally aware and displays resilience in a range of situations.
Develops effective relationships and networks. Uses own time effectively.
Adapts own working style to take account of the needs of others.
8.1
Has a belief in own ability and readily volunteers to take on challenging work
8.2
Increases the confidence of others
8.3
Manages their own time effectively
8.4
Remains measured and controlled in highly stressful and pressured situations
8.5
Works to build and encourage team working and collaboration
8.6
Develops a wide network of productive relationships around the business
N/A
1
2
3
4
5
6
Comments and Evidence
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9.0
Managing with Creativity
Encourages others to explore future vision.
Thinks creatively and re-examines traditional strategies and practices, proactively
looking for new ideas and ways to improve products, services, and work processes.
9.1
Suggests ways to improve processes and create efficiencies
9.2
Demonstrates creative approaches to solving problems
9.3
Proactively identifies ways to improve current practices to better meet internal and external
customer needs
9.4
Coaches others to think creatively
9.5
Encourages team ownership for solving problems
9.6
Feeds back the results of individual/team problem solving
N/A
1
2
3
4
5
6
Comments and Evidence
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10.0
Planning and Decision Making
Establishes a course of action for self and/or others to accomplish specific goals.
Gathers relevant information and data and analyses issues.
Makes systematic and rational judgements based on relevant information and
identifies cause and effect relationships to resolve issues and solve problems.
10.1
10.2
N/A
1
2
3
4
5
6
Looks for ways to improve systems and processes
Uses a range of data and information to make decisions
10.3
Ensures that data/information is available for decision makers
10.4
Is able to communicate the implications of problems and opportunities clearly to the team
10.5
Considers a range of options using internal and external data sources
10.6
Proposes logical solutions to problems
Comments and Evidence
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11.0
Managing Change
Creates new and imaginative approaches to work, demonstrating a willingness to
question the way things are done. Plans and delivers change.
Responds and adapts to changing circumstances. Can manage, solve problems and
provide solutions in a climate of ambiguity.
11.1
Is enthusiastic and positively communicates change and new initiatives
11.2
Shows willingness to ‘work around’ difficulties and constraints
11.3
Inspires a can do culture in others
11.4
Provides opportunities and support for their team to express what change means for them and
be sensitive to their fears and concerns
11.5
Looks for opportunities to improve the quality of services and processes
11.6
Takes action even when faced with uncertainty
N/A
1
2
3
4
5
6
Comments and Evidence
Please return the completed framework to …………………………………………………….. by (date)……………………………..
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