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STAR competencies
- 3. Aims & Objectives Aim: • The aim of this session is to be able to define the term STAR and competency and to gather knowledge of these so employees can put this into practice for future job applications. Objectives: • By the end of the session you will be able to; - Identify what a STAR example is - Recognise what is meant by competency - Have enough knowledge to go forward and write your own STAR example and competency statement
- 4. Competency • What is a competency? • How are they measured and assessed? • https://www.gov.uk/government/publications/civil-service-competency- framework
- 7. Example Had a call from an upset customer notifying of her fathers death and she said that the branch had been unhelpful and had left her alone. I confirmed if the customer was ok to proceed without the branch. I empathised and offered to call the customer at home as she was upset by some of the questions asked in branch. I explained the process and what would happen, I asked the correct questions to gather the information I needed and completed the relevant checks. The customer understood the way forward but advised she would be seeing a solicitor to assist with the closure paperwork. As the customer had presented the Death Certificate in branch, I was able to sort things the same day. I explained the customer had previously been identified and I could help her fill in an agreement form today. The customer need to return the paperwork including the reference I had given and to sign the documents. I delivered on my promise and I gave the team fax details to be faxed to myself. I took responsibility to make sure the paperwork was received so nothing could go wrong for the customer. I rang this customer back to confirm everything had been received. I ensured the documents were faxed into the correct queues. S T A R
- 8. Summary • What is meant by STAR? • What is meant by competency? • Do you feel like you have good basic knowledge to go forward and write your own examples?
Notes de l'éditeur
- What is a competency? A lot of companies are now starting to use competency statements as the initial part of their recruitment process. Competencies are basically skills and behaviours required to be successful in a certain role and depending on the level of job you are applying for, will determine the level of the competency behaviours you will use. Can you give me examples of competencies? – spider diagram Teamwork, communication, leadership, problem solving, decision making, organisation and responsibility. Measured and assessed Competency framework is a structure that sets out and defines each individual competency. It gives the applicant guidance on effective and ineffective behaviour so they get an understanding of how they can fully breakdown their example and get the key behaviours in so they have a better change at being accepted for an interview. It helps the recruiter look for transferable skills and it also helps them recognise the required behaviours they are looking for, regardless of the candidates career backgrounds. The link provided will take you straight to the framework set out by the Civil Service and will give you the best chance at passing this assessment to get though the sift process.
- STAR is the format in which you will need to set out your examples and this is based on the competency in the job advert. As you can see from the handout of the job advert, the employer has asked for several competencies and you will need to provide an example for each one.
- Think of the STAR format as a story, you have a beginning, a middle and an end. It doesn’t need to be a perfect customer story, but you will need to show how you did right by the customer or how you followed policy and procedures. As you can see on the next page..
- This is a STAR example. It is clearly layed out and you can see what the employee has done for the customer. Group exercise – based on the statement provided and the assessment criteria, each group will be assessing the example and giving feedback to the rest of the group. You have 10 minutes to decide if this statement meets the criteria and decide if the candidate would pass.
- STAR is a format is which you can set out your examples to get the best result. They are to be set out like a story and it means; situation, task, action, result. Competencies are basically skills and behaviours required to be successful in a certain role and depending on the level of job you are applying for, will determine the level of the competency behaviours you will use.