* In meetings with individuals, outlines responsibilities and standards clearly. 与人面谈时， 清楚表明职责与标准。

　　* Confronts people directly and openly, but discreetly, over poor performance. 直接而开诚布公地批评别人， 同时也保持谨慎。

　　* Seeks feedback and considers it carefully. 主动询问别人对自己的看法， 仔细斟酌。

　　* Works with others to bring strengths to projects that s/he may lack. 主动和他人合作， 弥补自己在某个方面的不足。

　　* Considers her/his approach at meetings or in projects to suit needs of others, rather than own preferences. 在开会或做项目的时候， 考虑自己的举措是否符合他人的需要， 而不是自己的喜好。

　　* Develops the habit of checking what others are thinking by asking ‘Am I being clear?’ ‘Let me check what you are thinking at this stage’. 养成询问别人想法的固定习惯， 经常这样问： “您清楚了吗？”“让我听听您现在是怎么想的。”

　　* Treats the concerns of other departments as important. 拿别人的事儿当回事儿， 重视其他部门的想法。

　　* Co-operates to meet team goals even at expense of personal preferences. 为了团队目标， 摒弃个人好恶。

　　* Fails to recognise or establish different customers’ needs. 没有意识到不同客户有不同的需求。

　　* Keeps customer feedback to himself or herself and does not share learning. 没有把客户的反馈分享给大家。

　　* Treats all customers in the same way. 以同样方式对待所有顾客。（备注： 你email的口吻， 是否从来不变？是否因为对方是豪放的人而少一分客气？是否因为对方是谨小慎微的人而多一分严谨？）

　　4. Entrepreneurship 有开拓型思维

　　Definition： 这个能力是什么？

　　Why is it important? 这个能力为什么重要？

　　This is about the ability to formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems, and to think ahead to spot or create opportunities and maximise them. 有创新想法， 或者以一种全新的、 出人意料的方式调整或应用现有的方法解决问题， 而且有前瞻性，能发现并制造机会， 并将机会最大化。

　　Within the organisation, this behaviour is about making changes that increase the effectiveness of our work. Externally, it is about increasing our competitiveness. It is important to understand that everyone can make a difference. 在机构内部， 这种能力可以使我们提高工作的有效性。在机构外部， 它使我们增强竞争力。每个人都有创新能力。

　　第一阶段

　　Improves and acts now 追求进步， 并立刻行动

　　第二阶段

　　Adapts existing approach and acts & looks ahead 调整现有方法， 并有前瞻性

　　第三阶段

　　Anticipates the future, and develops new products & services 预测未来， 开发新产品和新服务

　　第四阶段

　　Creates opportunities & acts for the long term 创造机会， 按照长远目标采取行动

　　Addresses current opportunities and problems by improving and adapting existing approaches. 通过改善和应用现有方法， 抓住眼下的机会， 解决当前问题。

　　Identifies and exploits opportunities in the short-term. Applies own know-