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Estates Department Core Values - definitions and behaviours
| VALUE | What does it mean? | What does it look like? | Positive Behaviours | Negative Behaviours |
|---|---|---|---|---|
|
Customer Focused We will put our customers first and deliver the best empathetic service we can with the resources we have available |
Identifying & understanding the customer's situation Dealing with the customer's expectations Set expectations Providing a positive experience Listening Flexibility Overall success Supplying a first class service Going above and beyond |
Consistent Professional Good service Considerable knowledge Relationship building Accurate communication Innovation Delivering value for money Happy customers High customer satisfaction Good customer feedback |
Good listener Inspires confidence Service knowledge Clear advice Able to translate customer's requirements Engaging Enthusiastic Willing to please Open Flexible Maintaining good customer relations |
Disinterested / distracted Negative Complaints Disrespectful Poor attitude Lack of detail Not being accountable Lack of responsibility or poor information |
|
Honest We will be honest with our staff and customers |
Being open Clear communication Trust |
Consistent clear approach Working as a team Working with similar, clear & understandable objectives & procedures |
Regular communication Open environment Being professional Inclusive behaviour |
Not following procedures Hidden agendas Being defensive Not sharing information Lack of training & knowledge |
|
Ownership We will take responsibility for our actions and behaviour and will not evade responsibility or pass it to someone else |
Accountable for your actions Responsible for your work Caring Taking control to ensure a positive outcome |
Proactive approach Good leadership Being responsible for your actions Gives customer confidence in your work and ability |
Being confident Good communication Good work ethics High standards Can do attitude Willingness to volunteer Having self-belief |
Rejecting a project/work Bad attitude Weak leadership Lack of transparency Blame others Coasting |
|
Inclusive We will not exclude individuals from using our services or tolerate any discrimination in the workplace |
If someone needs to be involved they will be – we are respectful of others |
Welcoming to all Working as a team Respecting diversity |
Treating everyone with respect and not acting in a discriminatory or threatening manner |
Act in way which is or could be perceived to be discriminatory Alienating others Ignoring other values |
|
Competent We will be professional, skilful, assured and polite in all their interactions |
Ability to carry out duties Appropriately qualified/experienced Has necessary training Consistency of service Pride Competent Skilful Assured Knowledgeable Integrity |
Confident & competent Trustworthy & reliable Team worker Consistent & diligent Pride Knowledgeable Qualified Delivering a quality service Efficient Effective Capable Delivering a quality service |
Listens/good communicator Calm, controlled Collaborative Efficient Effective Capable Committed High standard of service Shows knowledge of profession Professional appearance Open to change Committed |
Disinterested/ distracted Negative Unhelpful Biased Lip service Abrupt Unapproachable Dishonest Blames others Inflexible Always does the minimum Resistant to change Poor communication Not taking responsibility |
|
Empowered We feel empowered and have the confidence to solve problems, make decisions and take responsibility for our work |
Whilst our staff seek direction from their supervisors and managers they are given the responsibility to make local decisions within their areas of expertise. With this responsibility also comes accountability |
Trusting Encouraging Making the best use of our human resources |
Encourage staff to use their experience and skills to make decisions, use their initiative and be innovative Respecting the experience and expertise of others Listening to others point of view |
Controlling Blaming Preventing the use of initiative and innovation |