素质模型

高职毕业生素质能力模型Competency NameKey Behaviors and Relevant Course Content Course# Array完成的数量和质量问题Effective Management: Performance-based Appraisal绩效评估策略MGMT0141Fundamentals of Exceptional Customer Service杰出客户服务的基础知识CUST0102Tracks progress against goal,Strives to achieve goals根据目标跟踪过程,努力达成目标Completing the Project PROJ0026Fundamentals of Exceptional Customer Service 杰出客户服务的基础知识CUST0102The Self-Directed Project Team Member项目团队成员的自我引导TEAM0131Sets clear, well-defined desired outcomes for work activity andtracks progress制定清晰、明确的工作目标指导实践和跟踪过程Implementing and Evaluating a Decision PD0235Using Surveys to Measure Customer Satisfaction CUST0172Project Planning PROJ0002Project Execution PROJ0003Project Closing PROJ0005Project Plan Development (PMBOK 2000)PROJ0421Elements of Project Time Management PROJ0541Techniques for Better Time Management PD0152 Communication沟通能力Utilizes strong listening skills to formulate direct, responsiveanswers to questions通过高效倾听技巧直接地\有针对性地回答问题The Basics of Listening倾听的基本要素COMM0151Listening for Comprehension从倾听到理解COMM0152Listening for Higher Purposes高层次的倾听技巧COMM0153Enhancing Your Listening Skills倾听技巧的应用COMM0154You and Your Time个人和时间PD0151Organize and express ideas clearly orally and in writing通过口头和书面形式清晰地组织和表达观点Organize to Remember PD0123Writing with Intention COMM0011The Writing Process COMM0017The Art of Global Communication COMM0022Fields Sales Skills Simulation SALE0100 Completing Your Field Sales Approach SALE0104 Inside Sales Skills Simulation SALE0120 Completing Inbound Sales Calls SALE0124 Delivering Your Message COMM0302 The Strategic Account Sales Approach战略性销售实务SALE0131 Presenting Your Proposition呈现你的方案SALE0224Ensure that regular communication occurs based on the needs ofthe project or the individual按照项目或个人需要确保定期的交流Project Controlling PROJ0004 Project Communications Management Simulation PROJ0480 Project Communication Planning项目沟通计划PROJ0481 Communications Planning and Information Distribution PROJ0581 Clarify the meaning and intent of others' communication when it isunclear沟通中当别人的观点和意见不明确的时候,可以明确The Basics of Listening倾听的基本要素COMM0151Listening for Comprehension从倾听到理解COMM0152Listening for Higher Purposes高层次的倾听技巧COMM0153Enhancing Your Listening Skills倾听技巧的应用COMM0154Set and Clarify Standards制定和明确标准MGMT0132Tailor communication to the level and experience of the audience按照听众的不同层次和经历调整沟通过程Building Effective Interfunctional Relationships建立有效的跨职能关系COMM0191Presenting Your Proposition呈现你的方案SALE0224Negotiating to Mutual Benefit双赢谈判法SALE0225 The Strategic Account Sales Approach SALE0131 Use analogies, visuals, and other techniques to effectivelycommunicate complex ideas使用推理、视觉以及其他方式有效沟通复杂问题Presenting to Succeed COMM0301 Delivering Your Message COMM0302 The Art of Global Communication COMM0022 The Strategic Account Sales Approach SALE0131 Creatively identify and utilize effective communication channelsand methods创造性地发现、有效地利用各种沟通渠道和方法The Art of Global Communication COMM0022 Improving Your Cross-cultural Communications COMM0023 Gaining Allies, Creating Change COMM0514 Writing the Marketing Plan: Creative Strategy制定营销计划：有创意的战略MKT0205 The Foundations of Creativity and Innovation PD0031 Generating Creative and Innovative Ideas PD0032 Evaluating Creative and Innovative Ideas PD0033 Implementing Creative and Innovative Ideas PD0034 Presenting to Succeed COMM0301 Delivering Your Message COMM0302 The Strategic Account Sales Approach SALE0131 Understanding Your Customer SALE0132Personal Professional Development 个人职业发展Identifies personal skill areas to be developed，Invests time andresources to learn, grow, and develop，识别个人技能的待发展领域，投入时间和资源去学习、成长和发展The Boss Factor职场提升快车：管理你的上司PD0135Developing Your Full Sales Potential全面发展你的销售潜能SALE0212Product Knowledge知己知彼：产品、公司和竞争者SALE0218The Self-Directed Project Team Member项目团队成员的自我引导TEAM0131Implementing and Evaluating Self-directed Learning自主学习的实施与评估KNOW0114Provides others with tools and approaches to solve problems andimprove processes为他人提供解决问题和改进过程的工具和方法Knowledge as Strategy: Performance Improvement KNOW0111The Power of the Learning Organization KNOW0112The Potential of Self-directed Learning KNOW0113Implementing and Evaluating Self-directed Learning自主学习的实施与评估KNOW0114Knowledge as Capital KNOW0102Attracting, Developing, and Retaining Generations LEAD0232Leading the Workforce Generations Simulation LEAD0230Leadership and the Knowledge Worker LEAD0124Understanding Processes OPER0124Managing Process Improvements OPER0126Leading Virtual Teams TEAM0152Learning Organizations and the Virtual Team TEAM0226 Skill for Thinking 思维技巧Understanding Conflict，Resolving Conflict throughProblem Solving理解冲突，问题解决与冲突化解Contentious Tactics and Conflict Escalation争论策略与冲突升级PD0171Resolving Conflict through Problem Solving问题解决与冲突化解PD0170Problem Solving: Foundations问题解决的基本原则PD0222Problem-solving for Common Business Challenges一般商业挑战中的问题解决策略PD0231Decision-making Fundamentals决策制定的基本原则PD0232Problem Solving and Decision Making in Groups团队中的问题解决与决策制定PD0236 Influence影响力Demonstrates how one’s position benefits the audience显示一个职位怎样有益于他人Presenting to Succeed如何成功演讲COMM0301Finding the Pain You Can Cure找出你能满足的客户需求SALE0143Presenting Your Solution呈现你的解决方案SALE0145Negotiating to Mutual Benefit双赢谈判法SALE0225Elicits and responds to objections引出和回应异议Customers, Conflict and Confrontation 客户服务中的冲突和对抗CUST0105Resolving Conflict through Problem Solving问题解决与冲突化解MGMT0223Finding the Pain You Can Cure找出你能满足的客户需求SALE0143Influencing Your Customer's Decision如何影响客户的决定SALE0144Time is Money: Spend it Well时间就是金钱：善加利用SALE0217Leadership Without Authority无职务情形下的领导力COMM0513Presenting Your Solution呈现你的解决方案SALE0145Presenting Your Proposition呈现你的方案SALE0224Anticipates reactions and objections and plans how to overcomethem预期反应和异议，并计划如何去克服The Negotiation Process谈判流程COMM0503Influencing Your Customer's Decision如何影响客户的决定SALE0144Sales Motivation销售激励SALE0211Expanding Your Customer Base扩大你的客户群SALE0216Time is Money: Spend it Well时间就是金钱：善加利用SALE0217Identifies key decision-makers and the people that influence them识别关键决策者及对其有影响的人Ask for understanding寻求理解Moving from Product Selling to Solution Selling从产品销售向解决方案迈进SALE0141Power Prospecting开发潜在的客户SALE0142Maintaining Your Customer Base保持你的客户群SALE0215Progressing through the Complex Sale复合销售成功之路SALE0223Negotiating to Mutual Benefit复合谈判法SALE0225Strategic Management - Planning战略管理：规划STGY0301Building Effective Interfunctional Relationships建立有效的跨职能关系COMM0191Building Relationships for Continuing Success如何建立持久的客户关系SALE0146Maintaining Your Customer Base保持你的客户群SALE0215Expanding Your Customer Base扩大你的客户群SALE0216 Initiative主动性Volunteers for tasks自愿执行任务Identifies what needs to be done and takes action识别需要作什么，并采取行动Strategic Management - Corporate Implementation 战略管理：实施STGY0303Initiates individual or group projects and takes completeresponsibility for their success建立个人或团队项目，对其成功负全责Strategic Management - Corporate Implementation 战略管理：实施STGY0303Freshly identifies what needs to be done in the face of obstaclesand takes action until they are overcome面对困难能积极地认识到需要做什么，并采取行动直到克服它们Decisions and Risk决策与风险PD0243Project Closing PROJ0005Overcoming the Challenges of Change超越变革的挑战MGMT0333 Innovation创新能力Draws from a variety of resources and perspectives to come upwith new ideas and approaches从各种资源和观点中归纳并提出新理念和方法Elements of Marketing Strategy营销战略要素MKT0201Analyzing the Market市场分析MKT0202Planning Effective Business Meetings筹备高效的商务会议COMM0331Leading Effective Business Meetings主持高效的商务会议COMM0332Participating Effectively in Business Meetings参加会议高效的商务COMM0333Proactively seeks to test, validate, modify, and improve new ideasor methods to make them as effective as possible积极测试、验证、修改和发展新理念和新方法，并使其尽可能有效Fundamental Components of a Business Case STGY0211Developing Target Market Strategy STGY0212Strategic Management - Planning 战略管理：规划STGY0301Strategic Management - Analysis & Choice战略管理：分析与选择STGY0302Strategic Management - Corporate Implementation 战略管理：实施STGY0303Approaches to e-Business EBUS0102e-Business Opportunities EBUS0103Interpersonal Awareness人际关系Listens attentively to peoples’ ideas and concerns留意听取他人的想法和关注点The Basics of Listening倾听的基本要素COMM0151Listening for Comprehension从倾听到理解COMM0152Listening for Higher Purposes高层次的倾听技巧COMM0153Enhancing Your Listening Skill倾听技巧的应用COMM0154Essential Customer Service Communication Skills金融业的客户服务：巧妙沟通FS0253Listening for Higher Purposes高层次的倾听技巧COMM0153Uses non-verbal cues and body language to identify and interpretothers’ concerns and feelings利用非语言暗示和肢体语言等方式，找到他人的关注点和感情Listening for Comprehension从倾听到理解COMM0152Instilling Service Excellence: the EXCEL Acronym 树立优质服务意识：EXCEL概念CUST0107Advanced Sales Communication Techniques: Part Two高级销售沟通技巧：第二部分SALE0214 Service Orientation服务导向Treats customers courteously，Responds to customer requests ina timely manner亲切的对待客户，及时的对客户的要求作出反应Fundamentals of Exceptional Customer Service 杰出客户服务的基础知识CUST0102Advancing Your Service Expertise提高客户服务技能CUST0104Customers, Conflict and Confrontation 客户服务中的冲突和对抗CUST0105Instilling Service Excellence: the EXCEL Acronym 树立优质服务意识：EXCEL概念CUST0107Takes responsibility to resolve customer complaints负责解决客户抱怨，提高客户满意度Discovering What Your Customers Want了解客户的需求CUST0131Customers, Conflict and Confrontation 客户服务中的冲突和对抗CUST0105Proactively identifies customer needs 积极确定客户需要Building the Service Foundation: Corporate Culture客户服务的基础：企业文化CUST0101Fundamentals of Exceptional Customer Service 杰出客户服务的基础知识CUST0102The Voice of the Customer 客户的声音CUST0103Advancing Your Service Expertise提高客户服务技能CUST0104Customers, Conflict and Confrontation 客户服务中的冲突和对抗CUST0105Instilling Service Excellence: the EXCEL Acronym 树立优质服务意识：EXCEL概念CUST0107Bridge the Expectations Gap如何处理客户的期望差CUST0173Helping Your Customer to Make the Right Decisions金融业的客户服务：成为理财顾问FS0254Competitive Factors in Strategic Marketing战略营销中的竞争要素MKT0203Finding the Pain You Can Cure找出你能满足的客户需求SALE0143Time is Money: Spend it Well时间就是金钱：善加利用SALE0217Product Knowledge知己知彼：产品、公司和竞争者SALE0218Creates strategies to help the organization serve customers moreeffectively ，Considers both short and long-term interests of thecustomer建立帮助组织更有效服务于客户的策略，考虑客户的长、短期利益Fundamentals of Exceptional Customer Service 杰出客户服务的基础知识CUST0102Advancing Your Service Expertise提高客户服务技能CUST0104Instilling Service Excellence: the EXCEL Acronym 树立优质服务意识：EXCEL概念CUST0107Discovering What Your Customers Want了解客户的需求CUST0131Sustaining Excellent Customer Service保持优质的客户服务CUST0126Customer Service Improves Your Results金融业的客户服务：创造有价值的客户服务FS0251Takes business or personal risks to serve customers’ long-terminterests冒着商业和个人风险为客户的长期利益服务Risk Basics PD0241Approaches to Risk Management PD0242Decisions and Risk PD0243Strategic Planning and Risk Management PD0244Risk Strategies: The Cutting Edge PD0245Working Effectively with Business Partners COMM0195Getting Results without Authority Simulation COMM0510Project Risk Planning & Identification项目风险识别和计划编制（PMBOK 2000）PROJ0491Project Qualitative Risk Analysis项目定性风险分析PROJ0492Project Quantitative Risk Analysis项目定量风险分析（PMBOK 2000）PROJ0493Project Risk Response Planning项目风险响应计划编制（PMBOK2000）PROJ0494Project Risk Monitoring and Control PROJ0495 Teamwork团队协作Cooperates with other team members，Fulfils commitments toother team members与其他团队成员合作，完成其他团队成员的委托Building Effective Interfunctional Relationships建立有效的跨职能关系COMM0191The Self-Directed Project Team Member项目团队成员的自我引导TEAM0131Recognizes the efforts of other team members,Builds cooperationbetween departments and work groups承认其他团队成员的努力,并建立部门和工作团队之间的合作Presenting to Succeed COMM0301Building Effective Interfunctional Relationships建立有效的跨职能关系COMM0191 Teamwork and Emotional Intelligence团队工作和情商COMM0143 Teamwork and Results Without Authority如何在权利有限时带领团队取得成果COMM0512 Builds a spirit of unity within the team在团队内建立团结一体的精神Presenting to Succeed COMM0301 The Self-Directed Project Team Member项目团队成员的自我引导TEAM0131 Project Team Communication Skills TEAM0132 Building the Service Foundation: Corporate Culture客户服务的基础：企业文化CUST0101CUSTA101。