Clarify your own and others’ expectations of relationships Model behaviour that shows, and inspires others to show, respect, helpfulness and cooperation Honour your commitments to others Recognise when there are conflicts, acknowledge the feelings and views of all parties, and redirect people’s energy towards a common goal Take account of the impact of your own actions on others Recognise stakeholders’ needs and interests and manage these effectively Skills When performing to this standard, you are likely to demonstrate the following skills: Balancing competing and interests Communicating Consulting Empathising Information management Involving others Leadership Managing conflict Monitoring Networking Obtaining feedback Presenting information Prioritising Problem solving Providing feedback Reviewing Valuing and supporting others CFAM&LFA3 Manage Business Processes
Informal approaches to dealing with concerns, problems or complaints raised with you, and when this type of approach is likely to resolve the situation effectively. The importance of following your organisation’s formal grievance procedure, and when to do so. How to conduct a meeting with an individual to discuss their grievance. How to investigate the grievance fully. The importance of communicating clearly, concisely and objectively, and how to do so. How to keep full and accurate records throughout the grievance process and store these confidentially as long as, but no longer than, necessary. You need to know and understand: Industry/sector specific knowledge and understanding Industry/sector requirements for implementing grievance procedures. You need to know and understand: Context specific knowledge and understanding Your organisation’s procedure for dealing with grievances. Sources of advice, guidance and support from colleagues, human resources or legal specialists. Your organisation’s policies and procedures for keeping full and accurate records. Behaviours When performing to this standard, you are likely to demonstrate the following behaviours: Listen actively, ask questions, clarify points and restate or rephrase statements to check mutual understanding Present information clearly, concisely, accurately and in ways that promote understanding Keep people informed of plans and developments in a timely way Show empathy with others’ feelings and motivations and take an active interest in their concerns Make time available to support others Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes
Act within the limits of your authority communicate clearly the value and benefits of a proposed course of action Use a range of legitimate strategies and tactics to influence people Work towards win-win solutions Respond positively and creatively to setbacks Identify the range of elements in a situation and how they relate to each other Specify the assumptions made and risks involved in understanding a situation Test a variety of options before taking a decision Skills When performing to this standard, you are likely to demonstrate the following skills: Acting assertively Analysing Communicating Decision-making Evaluating Involving others Negotiating Obtaining feedback Persuading Presenting information Problem solving Providing feedback Reflecting Reporting Risk management CFAM&LEA2 Obtain Finance from External Sources Overview This standard is about obtaining finance from external sources to achieve organisational objectives.
How to encourage people to share knowledge and use knowledge management standards, systems, tools and processes. How to ensure that knowledge developed through individual and group work activities is effectively captured and made available to those who may benefit from it. How to evaluate risks and manage significant risks involved in knowledge management. The importance of protecting intellectual property from unauthorised use, and how to do so. You need to know and understand: Industry/sector specific knowledge and understanding Industry/sector requirements for knowledge management. You need to know and understand: Context specific knowledge and understanding How knowledge is created, developed, shared and used in your area of responsibility and how it is exchanged with other departments or organisations. Networks, communities and sources of knowledge relevant to your area of responsibility. Your organisation’s standards and processes to support knowledge management. Systems and tools available in your organisation to support knowledge management. Behaviours When performing to this standard, you are likely to demonstrate the following behaviours: Identify people’s information needs Listen actively, ask questions, clarify points and restate or rephrase statements to mutual understanding Identify people’s preferred ways of communicating Use communication and styles appropriate to different people and situations Present information clearly, concisely, accurately and in ways that promote understanding Comply with, and ensure others comply with, legal requirements, industry regulations, organisational policies and professional codes