Featured Competencies - Employment - Libraries: The University of Tennessee, Knoxville

ACE: Achieve Core Enrichment

UT Libraries’ Framework for Lifelong Learning

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2023: Advocacy, Influence, & Inspiring Others
2023: Leading Through Vision & Values
2022: Library Fundamentals
2021: Leveraging Diversity & Inclusion
2020: Communication & Customer Service

Creativity & Innovation

Definition

Developing new insights into situations and applying novel solutions to make positive improvements.

Examples

introducing new concepts or strategies that improve or revise procedures or processes
seeking new ways to meet customer needs & create value
encouring creative thinking & innovation
seeking opportunities for growth & change
exploring new ideas, methods, different positions, & alternatives

Leading Through Vision & Values

Definition

Establishing and communicating organizational vision and values as a means to positive change and results.

Examples

vision & values communication
relationship influence
change management
strategic planning
building & leveraging trust

Advocacy, Influence, & Inspiring Others

Definition

Building support for ideas, proposals, and solutions; and influencing others to take action to advance mission, vision, and objectives.

Examples

leveraging relationship & expert influence
exercising discretion in using authority & role influence
communicating vision & values
creating a guiding coalition
extolling value & partner preferences
negotiation & compromise

Library Fundamentals

Definition

Knowledge of UT Libraries’ operations, services, and mission that are necessary for contributing to organizational objectives and serving our customers.

Examples

knowledge of Libraries spaces & services
knowledge of academic libraries & higher education
being accessible to patrons & colleagues

Leveraging Diversity & Inclusion

Definition

Intentionally creating and sustaining inclusive environments, fostering partnerships, facilitating conversations, and modeling behaviors that promote and celebrate individual and collective achievement.

Examples

inclusive access & service
promoting individual differences
adding inclusivity value to curriculum & pedagogy
community outreach & underserved populations
accessibility
employee sourcing in underutilized talent pools

2020 Featured Competency

Communication & Customer Service

Definition

Effectively organizing and expressing ideas and information in a manner that is appropriate for the audience and that results in understanding and acceptance; demonstrating a personal commitment to monitoring, anticipating, and ultimately meeting the needs of our customers.

Examples

oral & written communication
active listening
customer orientation
customer value creation
public speaking
non-traditional communications

Focus Areas for 2020

Communication Styles January – March

By the end of the session, participants will be able to:

Identify individual communication preferences with strengths and challenges.
Understand how our communication preferences impact team communication.
Articulate behaviors of effective communication.
Apply effective communication behaviors that uphold our individual and team preferences.

Customer Service April – June

By the end of the session, participants will be able to:

Identify their style and skills for engaging in complex conversations with customers.
Understand the impact of their style and skills in complex conversations with customers.
Apply critical components of kind candor in complex conversations with customers.

Inclusive Communication July – Septemeber

By the end of the session, participants will be able to:

Identify ways in communication be used to include or exclude individuals.
Understand what communication and behaviors create an inclusive environment.
Apply inclusive communication when interacting with team members and customers.

Active Listening October – December

By the end of the session, participants will be able to:

Identify the elements of active listening.
Understand how active listening positively impacts communication.
Articulate strategies to implement active listening during dynamic communication.
Apply active listening behaviors and strategies when communicating with team members and customers.

Resources

L&OD Learning Event: Communication Styles – Tuesday, January 21, 2020 & Thursday, February 13, 2020
L&OD Learning Event: Inclusive Communication – Thursday, July 23, 2020
L&OD Learning Event: Active Listening – Thursday, October 22, 2020
LinkedIn Communication Trainings
When Things Get Really Bad, Here’s The Leadership Skill You Need Most
6 Keys to Improving Your Team’s Customer Service Skills
Ted Talks to Help You be a Better Listener
Promoting Diversity: Why Inclusive Communication and Involvement Matter
11 Ways to Development a More Inclusive Communication Style at Work
Why Inclusive Leaders Are Good for Organizations, and How to Become One
15 Email Etiquette Rules Every Professional Should Know
Inclusive Communication Principles
Ted Talk: 3 Ways to be a Better Ally in the Workplace

Employment

Creativity & Innovation

Definition

Examples

Leading Through Vision & Values

Definition

Examples

Advocacy, Influence, & Inspiring Others

Definition

Examples

Library Fundamentals

Definition

Examples

Leveraging Diversity & Inclusion

Definition

Examples

2020 Featured Competency

Communication & Customer Service

Definition

Examples

Focus Areas for 2020

Resources

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