Competency Framework Flashcards
Two Dimensions of competencies?
Preparation
Implementation
What are the three major competencies?
Business Acumen
Customer Engagement
Scientific Knowledge
Business Acumen definition?
U/std C business, med climate, and match to apprd GSK products in manner that is ethical, aligned to org practices and values, patient focused and profitable to GSK
Customer Engagement Definition
Build a deep understanding of the needs and goals of customers by questioning and listening to them and using that understanding to build trust and credibility to align appropriate, approved information and enables customers to better serve their patients
Scientific Knowledge definition
Full comprehension of clinical aspects related to approved product information and materials including approved indications, epidemiology, anatomy, PharmacoKinetics, and appropriate usage with the ability to transfer this knowledge to customers and peers in a proactive and reactive manner.
Preparation Definition
Activities that involve seeking, synthesizing, reviewing, organizing, prioritizing, and understanding data and information to use in building knowledge, effective strategies, plans, and tactics
Implementation definition
Acting on preparation activities to convey and implement information customers can use for the benefit of their patients; sustained performance to a plan; customer engagement
Customer engagement themes
Customer planning
Patient centric dialogue
Customer discovery/insightful questions
Scientific knowledge themes
Brand strategy
Disease State
Marketplace
HQ approved resources
Business acumen themes
Business planning/executes business plan
Account management
Positioning GSK approved solutions/resources
Customer planning: define and name competency
Customer engagement
Development and implementation of plans for any customer interaction
Patient centric dialogue: define and name competency
Customer engagement
Development and implementation of dialogue that demonstrates an understanding of the customers or patients needs and challenges
Customer discovery/insightful questions: define and name competency
Customer engagement
Development and implementation of questions that help to understand or demonstrate a deep understanding the customers’ needs, challenges, or priorities in the drivers of the customers’ behaviors
Brand strategy: define and name competency
Scientific Knowledge
Understands and executes on approved brand strategy
Disease State: define and name competency
Scientific knowledge
Understands anatomy, disease, and pathophysiology associated with a pharmaceutical products approved indication
Marketplace: define name competency
Scientific knowledge
Understands healthcare options within a disease state
HQ approved resources: define and name competency
Scientific knowledge
The appropriate communication of product information utilizing HQ approved resources to maximize value to the customer and or patient
Business planning/executes business plan: define and name competency
Business acumen
Develops business/account plans that appropriately align resources/activities to customer opportunities; follows through on goals aligned in business plan
Account management: define and name competency
Business acumen
Understands all aspects of a specific customers business model and the other factors that influence the customers decisions in order to cultivate an appropriate patient centric business relationship
Positioning GSK – approved solutions/resources: define and name competency
Business acumen
Plans and allocates the appropriate headquarters approved solutions/resources based on an understanding of the customers needs while maintaining a profitable mindset
Three levels of proficiency
Proficient
Distinguished
Exceptional
Four steps in the patient focus competency framework
Observe
Record
Classify
Rate
Five steps following Red Zone behaviour
Provide the customer with the correct information
Alert the rep to the concern
Coach to appropriate behaviour
Report to the integrity hotline
Document the incident and helpline case number in the field coaching report
Funnel steps in observation classification
Was the observation of preparation or implementation?
Which of three competencies?
Which of the competencies themes?
Find the behavioral indicator that corresponds to your observation
Define a missed opportunity
A given behavior that would have been the most appropriate response at the time but the rep took a different action or none. If the alternative action was appropriate, this is not a missed opportunity.
How long do you need to store observation notes?
Three years
What opportunities do you have to collect observations?
Pre-and post engagement planning Customer interactions Teleconferences Business planning meetings Matrix meetings
Define prepare and list associated words
Thought and planning for future activity, usually happens outside of a customer interaction.
Anticipates, develops, knows, Learns, organizes, plans, prepares, prioritizes, reviews, seeks, synthesizes, understands
Define implement and provide associated words
Execution of the plan and this normally happens during a customer interaction
Adapts, aligns, answers, asks, collaborates, coordinates, discusses, engages to, executes, facilitates, follows up, incorporates, initiates, presents, utilizes
Examples of business acumen
Formulary status, contracting, excess, and barriers to access.
Developing and executing a business plan, growing the business, prioritizing customer accounts, sharing business information and strategies with colleagues, engaging stakeholders or matrix partners
Define proficient
Doing everything that is expected of you according to GSK standards and sales competencies; bringing value to the customer and acting profitably
Define distinguished
Going beyond the proficient level
Define exceptional
Aspirational. Few employees will be consistently performing at this level, some may never achieve this.
List common Rator errors
Halo and pitchfork Leniency motivation sessions Stringency Similar to me Central tendency, contrast error, bias or stereotyping
Procedure in classification once the theme is determined
Start at bottom with proficient level, read every word paying special attention to the words in bold. If don’t see the evidence, don’t give credit. Keep going up to determine further matches. Behavior must be demonstrated spontaneously not at your suggestion. Consider the intent of the line as well as the intent of the theme. Look to descriptions for lower grade or proficiency level
Explain observe
What a person said or did in an interaction; show, not tell; statement of fact; non-evaluative; non-judgmental; look for the best opportunities to observe certain things, measure a few things, but very well
Explain record
Just collect the facts; detailed; note missed opportunities as well; provides a document trail; non-judgmental language; avoid valuative terms
Explain classify
Sort into competency buckets using funnel vision: Decide if preparation or implementation then competency then theme then behavior and level of proficiency.
Explain rate
Don’t rate the rep, rate the behavior; use the competency ruler for consistency; look at the bucket of behaviors for that competency, decide where it falls on the proficiency scale, calibrate to the ruler not each other. You may see differences across competencies.
Explain red zone behaviors
We need to ensure that we do things that are supportive of her core values: transparency, respect, integrity, patient focus. We are expected to follow all GSK policies and resources and demonstrate values at all times. These behaviors are contrary to those policies resources or values
Describe the Funnel process
Determine the dimension: prepare or implement
Determine which three competencies you observed: scientific knowledge, business acumen, customer engagement
Determine which three themes for each competency you observed. It may be a matter of exclusion to really pinpoint the theme.
Move to proficient level and examine behaviors
