Click on each behavior below to understand the difference between demonstrating this behavior effectively or as a role model.
- Customer Focus: Make customer satisfaction a top priority; strive to understand customer needs and meet or exceed customers' expectations (customers include patients, families, guests, medical staff, students and coworkers).
- Teamwork: Work cooperatively with others to achieve organizational and team goals.
- Creative Problem-Solving: Create new and valuable ideas; use them to solve problems and develop improved processes and methods.
- Continuous Learning: Show a commitment to continuous learning and improvement of self, others and DUHS practices.
- Diversity: Take full advantage of rich backgrounds and abilities of all by recognizing and valuing differences, seeking inclusiveness, and considering and honoring different points of view.
| Customer Focus |
| Indicators of Effective Behavior |
Indicators of Role Model Behavior |
- Treats all customers with dignity, respect and a welcoming attitude
- Works to gain a clear understanding of the problems and situations faced by customers
- Listens for and responds to customer requests or problems in a timely manner
- Follows through on commitments to customers despite time pressures or obstacles
- Meets established customer standards most of the time
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- Maintains helpful and courteous manner even when faced with hostility from others and/or other stressful conditions
- Anticipates customers' needs and responds appropriately before the situation requires action
- Regularly updates understanding of customers' needs and quickly adapts solutions, as needed, to changing customer demands
- Takes extraordinary actions to meet customer needs when required
- Regularly exceeds established customer service standards
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| Teamwork |
| Indicators of Effective Behavior |
Indicators of Role Model Behavior |
- Helps and supports others in their efforts to solve customer problems and accomplish DUHS goals
- Willingly accepts accountability for team success
- Gives credit and recognition to others who have contributed to the team
- Communicates openly and respectfully
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- Puts DUHS's success ahead of department or business unit success
- Puts team's success ahead of personal success
- Helps to keep team performance and morale high even during periods of intense pressure or heavy workload
- Works to resolve conflict among team
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| Creative Problem-Solving |
| Indicators of Effective Behavior |
Indicators of Role Model Behavior |
- Uses established standards and methods to solve common problems
- Tries different approaches when initial efforts to solve problems do not work
- Looks at problems from different points of view and tries to find new solutions as needed
- Is ready to accept difficult problems and approach them with a positive "can-do" attitude
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- Responds to recurring problems by investigating the underlying causes and takes steps to eliminate them
- Anticipates possible problems and develops contingency plans to avoid or go around them
- Experiments and uses creativity, as appropriate, to find better, faster, less expensive or more efficient ways to do things
- Takes responsibility for and deals effectively with most complex or difficult problems
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| Continuous Learning |
| Indicators of Effective Behavior |
Indicators of Role Model Behavior |
- Takes advantage of available training opportunities to improve personal and team effectiveness
- Asks others for feedback to evaluate own performance and to identify opportunities for improvement
- Accepts responsibility for failures and takes time to analyze mistakes in order to improve performance
- Devotes time and attention to improving job knowledge and skills
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- Actively seeks opportunities to learn and apply new information and concepts quickly
- Consistently seeks out, appreciates and acts on constructive feedback to improve performance
- Learns from mistakes to find new and better work methods
- Takes initiative to study "best practices" and trends in one's field and apply to work, as appropriate
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| Diversity |
| Indicators of Role Model Behavior* |
- Treats people fairly and respectfully, regardless of culture, gender, race or position
- Regards, recognizes and values differences in the needs and views of others
- Tries to take advantage of the rich backgrounds and diverse talents of DUHS staff
- Considers and honors different opinions, styles and ways of working
(*All DUHS staff members are expected to demonstrate role model behavior related to diversity. Therefore, only one level of acceptable performance is defined for this competency.)
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