Soft Skills - Sample Goals

As a supervisor, determining how to articulate and effectively address opportunities for improvement with regard to soft skills with your direct reports can be one of the most challenging aspects of performance management. Oftentimes, an employee with very strong technical skills or extensive work-related knowledge, but who has room for improvement with regard to soft skills, may not be coached to develop in the additional areas that are necessary to help them achieve truly outstanding all-around performance. To inspire employees to achieve their very best and position themselves for advancement in their career path, supervisors should considerall aspects of their performance, including the soft skill areas that will assist an employee in being fully successful or gaining that competitive edge. The following sampling of soft skill related goals is provided to spark thought and discussion amongst supervisors on how employee performance goals can be designed to prompt employees to achieve their best in some of these more difficult-to-address aspects of their performance.

  1. Provide guidance and feedback to my co-workers on at least a monthly basis by sharing information that I have learned, to help them increase knowledge and further their career development. Share relevant research or articles of interest on emerging topics in our field to build knowledge of our team.
  1. Participate efficiently and effectively in monthly staff meetings to share ideas and assist my team in problem solving discussions. Share monthly updates to cover relevant information to keep team members informed of developments and progress of my assigned projects. Participate in discussions by sharing my technical knowledge, and understanding of past practice, in a manner that strengthens the group decision-making process.
  1. Improve customer service by responding to calls and emails within 24 hours. When I cannot provide the solution the customer would like, consider alternatives, and provide appropriate suggestions to assist with resolution of their issue.
  1. Volunteer to help co-workers with large projects or work assignments without being asked when time and my workload reasonably allows. Demonstrate this collaborative work approach on at least three occasions during the year.
  1. Improve written communication by proof-reading my own work, and asking a co-worker to proof-read as well, prior to sending all mass communications.
  1. Consult with a subject matter expert within our office prior to scheduling customer meetings involving areas identified for building additional knowledge/experience. Conduct research in relevant statutes and reference sources to prepare for the meeting in advance. If confronted with questions during the meeting where you are uncertain of appropriate response, rather than answering on the spot, state that you will research and follow up, and identify the date when you will respond with your completed assessment of the issue. Consistently apply this approach and follow through in a timely manner to ensure that information you convey is accurate, and to provide a helpful and positive customer experience while strengthening your knowledge in relevant subject matter.
  1. Improve internal customer satisfaction and outcomes for meetings you conduct by completing the following throughout the annual evaluation period:
  2. Attend seminar during first quarter: “Improving Communication Skills”
  3. Attend seminar during second quarter: “Dealing with Difficult People”
  4. Prepare meeting agendas, organize your materials, and outline key talking points in advance to ensure professional presentation at each meeting.
  5. Anticipate controversial issues, and review options and your intended approach with a senior staff member in our office at least two days in advance of the scheduled meeting. Incorporate their guidance in your preparation process.
  6. Lead discussions to clearly identify issues and gain consensus from participants.
  7. Conclude interactions by articulating follow-up responsibilities of each involved party, including what you will deliver.
  8. Schedule your follow-up items in your task list or Outlook calendar, setting deadlines for timely completion.
  1. Ensure that interactions with staff in other County departments are positive and productive, to achieve County goals and objectives, by engaging in cross-departmental committee meeting discussions and sharing relevant knowledge on meeting topics. Discuss and contribute information and insight that will assist the group in making well-informed decisions, and raise alternative options for consideration based on your subject matter expertise and understanding of the relevant political considerations. Share information in a respectful, professional and informative manner, and work to facilitate productive discussion among committee members.
  1. Consistently demonstrate a professional, patient, and positive approach in front desk customer interactions, including when dealing with difficult customers.
  2. Complete seminar on deescalating difficult situations during first quarter and apply the information learned during daily customer interactions.
  3. Consider options and alternatives to meet customer needs, and share the options with the customer, providing productive recommendations to move their situation forward whenever possible.
  4. If you are not able to provide the customer a knowledgeable and helpful response during their visit, create a positive customer service experience by conveying that you would be happy to research their question and follow up within 24 hours (to meet our department’s customer response deadline). Take detailed notes on the customer’s inquiry, consult with appropriate staff in our office, and ensure timely follow-up with the customer via return phone call to provide the information needed in a helpful and courteous manner.
  1. Maintain focus on assigned work-related tasks and objectives within your realm of responsibility during work hours. Limit personal discussions with coworkers to appropriate times including breaks and before or after work hours. Ensure that customers consistently receive prompt service and are treated as our number one focus throughout your assigned shift. Routine conversations with coworkers should only be resumed after attending to front desk customers and phone calls. Customers at the front desk should be attended to immediately and incoming phone calls should not typically be allowed to go to voicemail unless you are engaged with a front desk customer. Work time should be focused on accomplishing assigned tasks and not on reviewing other team members’ Outlook calendars.
  1. Consistent application of sound decision making skills and good judgment is critical to meeting expectations in your professional level role. Before making decisions on critical issues, ensure that you have conducted thorough research and considered all relevant factors. Discuss determinations of significance with your manger during weekly meetings, outlining your research and providing relevant statute for reference, prior to issuing statements to customers or members of the public. Consult with legal counsel and additional resources when appropriate to the situation to ensure sound decision making. Prepare your talking points for potentially controversial meetings in advance, anticipate likely questions or objections from audience members, and be prepared to respond to issues that are likely to be raised. Discuss your meeting preparation efforts with your manager at least two days prior to holding public forums and follow through to incorporate additional preparatory guidance provided.