SERVICE ORIENTATION

Definition: Acts with the needs of stakeholder in mind by establishing a rapport with the other party.
Involves putting oneself into the mind-set of the stakeholder and facilitating delivery of solutions
that meet their underlying and unexpressed needs. It implies a genuine desire to assist others while
developing and maintaining strong relationships with them. Focus ones efforts on discovering and
meeting the needs of client(s), while balancing GHCLs key business and strategic priorities.

Level 1-4: Ownership to plan and deliver results

Competency covered- Planning & organizing, Analysing and Working with People

1. Understanding the basics of company/ Mission Vision/ products/ financial information in order to
provide internal/external stakeholders with timely and effective information
2. Proactively planning & organizing tasks by dividing projects into manageable process steps and
identify and resolve obstacles efficiently.
3. Time Management
4. Timely and Effective Communication: Proactively keeping others informed and following through,
when asked, on stakeholders inquires, requests and complaints
4. Communicating in times of adversity promptly and non-defensively
5. Etiquette training

Level 5-7A: Building Relationships with Stakeholders and Leading teams

Competency Covered - Working with People, Coping with Pressures and Planning and Organising

1. Understanding basics of company/product understanding, including mission and vision

2. Understanding basics of market and customer segments/ financial perspectives
3. Genuinely collaborating with other party for longer term perspective by seeking to understand
and giving priority to the needs of stakeholders
4. Understanding different leadership styles and their applicability
5. Communicating in times of adversity promptly and non-defensively
6. Developing empathy, persistence and adaptability
7. Creating synergy by offering innovative solutions to problems and creating win-win situations
8. Etiquette Training

Level 8 and above: Achieving Customer delight through creative problem solving and conceptual
thinking
Competency covered- Leading & deciding, Working with People, Analysing and Creating &
innovating

1. Understanding basic of company (M&V), different customer and market segments and their
unique needs
2. Exploring the stakeholders business issues and underlying needs beyond those expressed initially
2. Becoming involved in stakeholders decision making process, while remaining objective, impartial
and keeping GHCL core values in mind
4. Understanding different leadership styles and their applicability
5. Anticipating challenges and opportunities for high value interactions and proactively seeking new
solutions in clients interest.
6. Handling complaints/disagreements and performing root cause analysis
7. Creating a mindset of continuous improvement and long term association with all stakeholders