Behaviours

Leadership (Civil Service) – 250 Word Statement Example

October 20, 2023 by Mike Jacobsen

‘Leadership’ when talked about as a ‘Behaviour’ in the UK Civil Service is about guiding and inspiring others to achieve common goals and objectives. It involves setting a clear direction, communicating effectively, and making informed decisions to drive positive outcomes. Leaders in the Civil Service are expected to act with integrity, be accountable for their actions, and demonstrate a commitment to public service values. They play a crucial role in shaping the culture and performance of their teams, ensuring that they deliver high-quality services that meet the needs of the public and support the government’s policy objectives. In essence, leadership in the Civil Service is about being a positive and driving force that brings out the best in people and delivers real and meaningful impact.

The 250 Word Statement

In Civil Service job applications, the 250-word statement is a vital opportunity for applicants to demonstrate their leadership skills and experiences. It’s a chance to show how you have successfully led teams or projects and made a positive impact.

When completing the 250-word statement with a focus on leadership, you can use the B-STAR method, where B stands for Belief:

Belief: Start by stating your belief in the importance of strong, effective leadership in the Civil Service. Highlight your understanding of how good leadership can drive positive outcomes and contribute to achieving the organization’s objectives.
Situation: Describe a specific situation where your leadership skills were put to the test. This could be a project you led, a team you managed, or any other scenario where you were in a leadership role.
Task: Explain the task or objective you were aiming to achieve in that situation.
Action: Detail the specific actions you took as a leader to address the situation or challenge. This could include how you communicated with your team, the strategies you employed, and any other steps you took to lead effectively.
Result: Conclude by describing the outcome or results of your actions. Highlight any positive impact your leadership had on the situation, your team, or the organization as a whole.

Remember to be concise and focused, ensuring that your statement is within the 250-word limit. Use clear and straightforward language, and provide specific examples to back up your claims. This will help to create a compelling statement that clearly demonstrates your leadership skills and experiences.

**Learn more about the 250 Word Statements PLUS see over 50 example statements across ALL behaviours**

Leadership – 250 Word Statement Example

I firmly believe that effective leadership is the cornerstone of any successful team, especially in a customer service environment where clear direction and positive motivation are key to achieving excellent service delivery. My leadership philosophy is centered around open communication, accountability, and a strong commitment to public service values.

In my current role as a Team Leader in a customer service department, I was faced with the challenge of turning around our team’s performance to improve customer satisfaction ratings. The task at hand was not just to address the symptoms of dissatisfaction, but to get to the root of the issues and implement sustainable solutions.

I started by conducting a comprehensive review of customer feedback and team performance data to identify specific areas for improvement. Based on this analysis, I took a series of actions, including providing targeted training for team members, streamlining our service delivery processes, and introducing new performance metrics to better monitor and manage service quality.

The result of these efforts was a significant improvement in our customer satisfaction ratings, with a 25% increase in positive feedback within the first three months. This positive outcome was not just a win for our team and the organization, but also a testament to the power of effective leadership in driving change and achieving desired outcomes.

I am eager to bring my proactive and customer-focused approach to your team, contributing to the delivery of outstanding service that meets the needs of the public and supports the government’s policy objectives.

See more example statements…

Making Effective Decisions – 250 Word Statement Example

October 20, 2023 by Mike Jacobsen

“Making Effective Decisions” in the context of the UK Civil Service refers to the process of reaching informed and balanced choices that are in line with the values and objectives of the Civil Service. This involves gathering relevant information, considering all possible options, and weighing the pros and cons of each before arriving at a decision. The aim is to make decisions that are fair, transparent, and accountable, ultimately serving the best interests of the public and the government’s policy objectives. This competency is crucial for civil servants as their decisions can have a significant impact on people’s lives and the country as a whole.

The 250 Word Statement

In Civil Service job applications, the 250-word statement is a crucial component where applicants have the opportunity to showcase their skills, experiences, and suitability for the role. It’s a chance to demonstrate how you meet the criteria for the job and why you would be a valuable asset to the team.

When completing the 250-word statement, you can use the B-STAR method, where B stands for Belief:

Belief: Start by clearly stating your belief or understanding of the core values and objectives of the Civil Service. Show that you align with these principles and are committed to upholding them in your role.
Situation: Describe a specific situation or challenge you faced that is relevant to the job you are applying for.
Task: Explain the task or responsibility you had in that situation.
Action: Detail the specific actions you took to address the situation or challenge.
Result: Conclude by describing the outcome or results of your actions. Highlight any positive impact it had on the situation, your team, or the organization as a whole.

Remember to be concise and focused, ensuring that your statement is within the 250-word limit. Use clear and straightforward language, and provide specific examples to back up your claims. This will help to create a strong and compelling statement that stands out to the hiring panel.

**Learn all about 250 Word Statements PLUS see 50 high-scoring example statements you can use as inspiration here**

Making Effective Decisions – 250 Word Statement Example

I am deeply committed to making effective decisions, which is crucial in delivering exceptional customer service. My belief in the importance of informed, balanced, and transparent decision-making has shaped my approach to leadership in customer service roles. This involves gathering relevant information, considering all possible options, and weighing the pros and cons before arriving at a decision that serves the best interests of both the public and the organization’s objectives.

In my current role as a Team Leader in a customer service department, I was faced with the challenge of improving our customer satisfaction ratings, which had seen a decline over the previous quarter. My task was to identify the root causes of customer dissatisfaction and implement effective solutions to address them.

I began by conducting a thorough analysis of customer feedback and performance data. This allowed me to identify specific areas where our service was falling short of expectations. I then worked closely with my team to develop and implement a comprehensive action plan. This included providing additional training to staff, streamlining our processes to improve efficiency, and introducing new performance metrics to better monitor and manage service quality.

As a result of these actions, we saw a significant improvement in our customer satisfaction ratings, with a 20% increase in positive feedback within the first three months. This not only demonstrated the effectiveness of our approach but also had a positive impact on team morale, as staff felt more supported and empowered to deliver excellent service.

See more example statements…

Seeing the Big Picture – 250 Word Statement Example

October 18, 2023 by Mike Jacobsen

“Seeing the Big Picture” in the context of the UK Civil Service refers to the ability to understand how individual tasks and responsibilities fit into the broader objectives and goals of the government. It’s about recognizing the wider implications of one’s work and understanding how different parts of the Civil Service, and the government as a whole, come together to serve the public. In simple terms, it’s like looking at a puzzle: each piece has its place, and when they all fit together, they create a complete image. For a civil servant, “Seeing the Big Picture” means always being aware of that complete image and understanding how their role contributes to it.

In job applications within the UK Civil Service, “Seeing the Big Picture” is a key competency that recruiters look for. Applicants are often asked to demonstrate their understanding of this competency by providing evidence of times when they’ve shown an ability to grasp the broader context of their work.

One common way applicants showcase this is through 250-word statements. In these statements, candidates are expected to succinctly describe a situation where they’ve demonstrated “Seeing the Big Picture”. They should outline the context, their specific role, the actions they took, and the results of those actions. The aim is to give recruiters a clear and concise insight into the applicant’s ability to understand and contribute to the wider goals of the Civil Service.

In essence, these 250-word statements are a way for applicants to prove that they don’t just focus on their individual tasks but can also understand and align with the larger mission of the government.

Tips for Creating a 250-Word Statement (Using the B-STAR Method)

Belief: Start by briefly stating your core belief or understanding related to the competency in question. For “Seeing the Big Picture”, this could be your belief in the importance of understanding the broader context of your work.
Situation: Set the scene. Describe a specific situation where you had to demonstrate the competency. Be concise but provide enough detail so the reader can understand the context.
Task: Clearly outline what your responsibility or role was in that situation. What were you expected to achieve or deliver?
Action: Detail the steps you took to address the task. This is where you show how you applied the competency in a real-world scenario. Be specific about what you did and how you did it.
Result: Conclude with the outcome of your actions. Did you achieve the desired result? What impact did your actions have on the wider project or objective?

Check out 5 example statements for ‘Seeing the Big Picture’

Additional Tips:

Be Concise: You only have 250 words, so make every word count. Avoid fluff and get straight to the point.
Use Strong Verbs: Words like “led”, “implemented”, or “achieved” can make your statement more impactful.
Proofread: Ensure your statement is free of grammatical errors and is clearly structured. A well-written statement can make a strong impression.
Stay Relevant: Focus on experiences that are most relevant to the competency and the role you’re applying for.

Seeing The Big Picture – 250 Word Statement Example

Belief: I firmly believe that understanding the broader objectives of HMRC is crucial for effective policy advising. It’s not just about the specifics of a policy but how it fits into the wider mission of revenue collection and public service.

Situation: Last year, HMRC was facing challenges with a new digital taxation system, which was receiving negative feedback from small business owners who found it complex.

Task: As a Policy Advisor, my role was to review the current policy, gather feedback, and propose changes that would simplify the system while ensuring it met its revenue targets.

Action: I initiated a series of consultations with small business representatives to understand their concerns. Through these consultations, I identified key areas of the digital system that were causing confusion. Collaborating with the IT department, we explored potential digital solutions, testing various interfaces and functionalities to enhance user experience. I also organized workshops with stakeholders to ensure the proposed changes were in line with their needs. With the insights gathered, I led a team to draft a revised policy that incorporated this feedback and new digital strategies, ensuring a comprehensive approach to the issue.

Result: The revised policy was implemented, leading to a 60% reduction in complaints from small business owners in the following quarter. Additionally, the changes ensured that the digital taxation system remained on track to meet its annual revenue targets. My ability to see the bigger picture ensured that the policy not only addressed immediate concerns but also aligned with HMRC’s broader objectives.

See more example statements here…

Managing a Quality Service – 250 Word Statement Examples

October 13, 2023 by Mike Jacobsen

Managing a quality service, especially in the context of the UK Civil Service, means making sure that the service provided to the public is of high standard. It involves understanding what the people need, ensuring that the services are easy to use, and that they meet those needs effectively.

Here’s a breakdown:

Understanding Needs: Know what the public needs from the service. This might involve talking to people, conducting surveys, or using other methods to gather information.
Efficiency: Ensure that the service is delivered in a way that makes good use of resources, like time and money, without wasting them.
Accessibility: Make sure everyone can use the service. This means it needs to be available to people with different needs and abilities.
Reliability: The service should work well and deliver what’s promised every time, without errors or problems.
Communication: Keep people informed about the services, how to use them, and any changes that might affect them. Use clear and simple language.
Improvement: Always look for ways to make the service better. This might involve getting feedback from users and making changes based on what you learn.
Teamwork: Work well with your colleagues to deliver the service. Everyone should understand their role and how they contribute to providing a quality service.
Compliance: Ensure that the service follows all laws, rules, and guidelines that apply to it.
Problem-Solving: When issues arise, address them promptly and effectively to keep the service running smoothly.
Customer Satisfaction: Always aim to leave the users of the service happy with the help and support they receive.

Civil Service 250 Word Statements

Check out this book that contains over 50 example statements across all of the key Civil Service Behaviours

In the UK Civil Service job application process, candidates are often required to write 250-word statements for each behaviour or competency they are being assessed against. These statements are crucial as they provide the hiring team with evidence of the candidate’s suitability for the role. Here’s some straightforward advice regarding writing these statements, especially focusing on the behaviour “Managing a Quality Service”:

Understand the Behavior

What It Is: Know what “Managing a Quality Service” means and why it’s important.
Relevance: Understand how this behavior is relevant to the role you’re applying for.

Use the B-STAR Method

Belief: Begin by stating a belief or principle that guides your approach to managing a quality service. This could be a commitment to customer satisfaction, efficiency, or continuous improvement. Explain why this belief is important to you and, if possible, how it aligns with the Civil Service’s values or the specific role you’re applying for.Example: “I firmly believe that every individual, regardless of their circumstances, has the right to accessible and reliable public services…”
Situation: Provide a specific instance where you applied this belief in a professional context. Choose a situation that presented challenges or opportunities related to managing a quality service.Example: “In my previous role at [Company], we were tasked with improving the accessibility of our online services to ensure they were user-friendly for all demographics…”
Task: Clearly outline what needed to be done. Highlight any specific challenges or objectives related to providing a quality service.Example: “The task involved collaborating with multiple departments to understand user needs and identify barriers to access…”
Action: Detail the steps you took to address the task, ensuring to highlight how your belief informed your actions. Be specific about your role and contributions.Example: “Guided by my belief in universal access, I spearheaded an initiative to incorporate user feedback into our design process, ensuring our solutions were informed by diverse user needs…”
Result: Describe the outcomes of your actions. Focus on the impact on service quality and any learnings for future practice.Example: “As a result, user engagement with our online services increased by 30%, and customer feedback indicated improved satisfaction with service accessibility and usability…”

Be Concise and Clear

Stick to the Point: With only 250 words, ensure every sentence is necessary and adds value.
Use Simple Language: Avoid jargon and complex words. Be straightforward.

Provide Evidence

Real Examples: Use actual instances from your experience to substantiate your claims.
Be Honest: Ensure that your examples accurately represent your role and contributions.

Focus on Your Role

Your Actions: Highlight what you did, not the team. Use “I” instead of “we”.
Your Decision-Making: Explain how you made decisions and solved problems.

Proofread

Check for Errors: Ensure there are no spelling or grammatical mistakes.
Read Aloud: Sometimes reading your statement aloud helps identify any unclear parts.

Final Tips

Align with Job Description: Ensure your statement relates back to the requirements of the job.
Be Positive: Focus on successful outcomes and what you learned, even if the situation was challenging.
Get Feedback: If possible, have someone else review your statement before submitting.

Remember, your 250-word statement should clearly demonstrate how you have effectively managed a quality service in the past, providing specific examples and outcomes. This helps the hiring team see your practical experience and understand how you might apply this behaviour in the role you’re applying for.

Managing a Quality Service – 250 Word Statement Example

Belief: I hold a steadfast belief that managing risks effectively is intrinsic to delivering a quality service. Ensuring that potential threats are identified and mitigated not only safeguards an organization but also guarantees that the public receives consistent and reliable services.

Situation: In my role as a Risk Manager at [Previous Company], I was confronted with a situation where a critical data management system was identified as being vulnerable to cyber-attacks, posing a significant risk to the continuity and quality of our service to the public.

Task: My primary task was to manage and mitigate this risk, ensuring that our data, and consequently, our service delivery, remained secure and uninterrupted, thereby maintaining the quality and reliability of our service to the public.

Action: Aligned with my belief in proactive risk management as a cornerstone of quality service, I assembled a team to fortify our cyber defenses and initiated a comprehensive audit of our systems. I collaborated with IT specialists to implement enhanced security protocols and ensured that all staff were trained on cybersecurity best practices to safeguard our service delivery from potential disruptions.

Result: The actions taken effectively neutralized the cybersecurity threat, ensuring that our data management system, and therefore our service delivery, remained secure and reliable. Not only were we able to protect sensitive data, but we also ensured that the public continued to receive a quality service without interruption or compromise. This instance underscored the vital role of risk management in maintaining and enhancing service quality.

See more example statements here…

Working Together – 250 Word Statement Example

October 12, 2023 by Mike Jacobsen

“Working Together” in the context of the UK Civil Service refers to a collaborative effort among civil servants to achieve common goals and objectives that align with the public interest. This concept is deeply rooted in the Civil Service’s values and principles, which emphasize integrity, honesty, objectivity, and impartiality. The idea of working together transcends mere collaboration; it encapsulates a spirit of unity, shared responsibility, and collective endeavor among various departments and teams within the service.

In the UK Civil Service, working together is not just about internal collaboration but also involves engaging with the public, stakeholders, and other organizations to deliver high-quality services and implement policies effectively. It is about harnessing the diverse skills, knowledge, and perspectives of individuals to create innovative solutions and make informed decisions. This collaborative approach ensures that the Civil Service can respond adeptly to the complex and multifaceted challenges faced by the government and society.

The ethos of working together is embedded in various aspects of the Civil Service, including policy-making, service delivery, and project management. It encourages an environment where civil servants support one another, share knowledge, and build on each other’s expertise to enhance the efficiency and impact of public service. This collective approach not only strengthens the capacity of the Civil Service but also reinforces its commitment to serving the public with utmost diligence and effectiveness.

In essence, “Working Together” within the UK Civil Service symbolizes a cohesive and integrated approach to governance, where every individual’s contribution is valued and leveraged to foster a progressive and impactful public service.

Competency Statements

When applying for roles in the UK Civil Service, candidates are often asked to provide a 250-word statement, especially focusing on certain behaviors, such as “Working Together.” This statement is your chance to showcase how you embody this behavior in a professional setting.

In the context of “Working Together,” the Civil Service is looking for evidence that you can collaborate effectively with others to achieve common goals. They want to see that you value the input and expertise of your colleagues and can work harmoniously to deliver outcomes that benefit the public service.

Here’s a simple guide to crafting your statement:

Be Specific: Use a real-life example where you worked with a team or collaborated with others.
Highlight Your Role: Clearly outline what your role was within the team and how you contributed to achieving the objective.
Show Impact: Describe the positive outcomes that resulted from the collaborative effort.
Reflect: Mention what you learned from the experience and how it shaped your understanding of working together.

For instance, you might talk about a project where you and your colleagues had to find a solution to a challenge. Explain how you communicated, shared ideas, and perhaps navigated through disagreements. Highlight how your collective efforts led to a successful outcome and what it taught you about the importance of collaboration.

‘Working Together’ – 250 Word Statement Example

Situation: The glitch affected numerous customers, escalating frustrations and increasing the workload for our team. It was imperative to resolve the issues promptly to maintain customer trust and satisfaction.

Task: My task was to lead the team effectively to manage the surge in complaints, ensuring that we communicated effectively with customers and resolved their issues in a timely manner. Simultaneously, we needed to work with the technical team to identify and fix the glitch.

Action: I facilitated a ‘Working Together’ approach by organizing a joint meeting with the customer services and technical teams. I encouraged open communication, where team members could share insights into the issues faced by customers and brainstorm possible solutions. By breaking down silos and fostering a collaborative environment, we developed a coordinated action plan. The customer services team managed communications and provided temporary solutions to customers, while the technical team worked on fixing the glitch. I ensured that all team members were updated on the progress and any new issues that arose, maintaining a transparent and supportive working environment.

Result: Our collaborative approach led to the swift resolution of the glitch and effective management of customer complaints. Customers appreciated our proactive communication and dedicated support during the issue. This experience reinforced my belief in the importance of working together, especially in crisis situations, to leverage collective expertise and deliver optimal solutions. It highlighted that through unity, transparency, and shared responsibility, we can navigate through challenges and enhance service delivery.

See more example statements…

Developing Self & Others – 250 Word Statement Example

October 7, 2023 by Mike Jacobsen

“Developing Self and Others” is a key competency often highlighted in various organizational frameworks, including in the UK Civil Service. It pertains to the continuous improvement and development of one’s own skills and capabilities, as well as facilitating and encouraging the development of others in the workplace. Here’s a breakdown of what “Developing Self and Others” might involve, especially in the context of the Civil Service:

Developing Self

Continuous Learning:

Engaging in continuous professional and personal development.
Seeking feedback and learning from experiences, including failures and successes.
Updating knowledge and skills to ensure relevance in the role.

Self-Awareness:

Understanding one’s own strengths and weaknesses.
Being mindful of one’s own wellbeing and adopting strategies to manage stress and workload.

Adaptability:

Being open to new ideas and approaches.
Adapting to changes in the work environment and adopting new technologies and methodologies.

Developing Others

Encouraging Development:

Supporting team members in identifying their development needs.
Facilitating access to learning resources and opportunities.

Providing Feedback:

Offering constructive feedback to help others improve and develop.
Celebrating successes and acknowledging efforts and achievements.

Mentoring and Coaching:

Offering guidance and advice to colleagues.
Sharing knowledge and experiences to facilitate learning and development.

Building a Positive Learning Environment:

Creating a safe and supportive environment that encourages learning and innovation.
Promoting a culture of knowledge sharing and collaborative learning.

In the Context of the Civil Service

Alignment with Organizational Goals:

Ensuring that personal and team development aligns with the strategic objectives of the Civil Service.

Contributing to building a skilled and competent workforce that can effectively serve the public.

Ethical Development:

Ensuring that development activities adhere to the ethical standards and values of the Civil Service.

Promoting integrity, transparency, and accountability in development practices.

Diversity and Inclusion:

Ensuring that development opportunities are accessible and inclusive for all staff, regardless of their background or identity.

Promoting a culture that values diversity and leverages it for organizational success.

Leadership Development:

Developing leadership capabilities at all levels to ensure effective governance and service delivery.

Ensuring that leaders are equipped with the skills to manage, inspire, and lead teams effectively.

Developing self and others is crucial in the Civil Service to ensure that the workforce is capable, adaptable, and ready to meet the evolving needs of the public and the government. It involves not only enhancing technical skills but also fostering a culture of continuous improvement, ethical practice, and inclusive development.

Click here to see 5 examples of top scoring personal statements

Develop Self and Others 250 Word Statement Example (Using B-STAR Method)

Belief: I steadfastly believe that continuous self-development and nurturing team growth are paramount in sustaining excellent customer service, especially in our ever-changing service environment.

Situation: As a Team Leader in customer service, I faced a challenge when a new company policy was introduced, leading to a surge in customer inquiries and visibly shaking the team’s confidence due to unfamiliarity with the changes.

Task: My task was to swiftly enhance the team’s knowledge and skills to adeptly manage the new inquiries, ensuring customer satisfaction and maintaining team morale.

Action: I implemented a dual strategy: initiating targeted training sessions to address the knowledge gap and instituting a peer-mentoring system to facilitate experiential learning within the team. This was complemented by regular feedback sessions and creating an open channel for team members to share their challenges and insights.

Result: The outcome was a notable improvement in handling customer inquiries, evidenced by a 25% decrease in escalated cases and a 15% uplift in customer satisfaction scores within two months. The team displayed enhanced confidence, actively participated in knowledge-sharing, and effectively navigated complex customer interactions.

In essence, this experience reaffirms my belief that investing in the development of oneself and the team not only bolsters individual and collective competence but also significantly contributes to elevating customer satisfaction and organizational success.

See more examples…

Communicating & Influencing – 250 Word Statement Example

October 4, 2023 by Mike Jacobsen

Communicating & Influencing in Civil Service Job Applications:

“Communicating & Influencing” in the context of civil service job applications refers to the ability to express information, ideas, and viewpoints clearly, confidently, and persuasively, while also being able to shape the opinions, behaviors, and actions of others to achieve desired outcomes. This competency is not only about the transmission of information but also about ensuring understanding, fostering positive relationships, and facilitating collaborative solutions through effective interpersonal interactions.

In a civil service environment, “Communicating & Influencing” involves:

Clear Communication: Conveying information and ideas in a straightforward, concise, and unambiguous manner, ensuring that messages are understood and have the intended impact.
Active Listening: Demonstrating empathy and understanding by attentively receiving information, asking clarifying questions, and validating the sender’s message.
Persuasion: Utilizing logical, emotional, or cooperative appeals to convince others to understand, support, or act in favor of a particular viewpoint or course of action.
Influence: Exerting a positive impact on others’ perceptions, attitudes, or actions, often involving the strategic use of communication skills, relationship-building, and credibility.
Adaptability: Modifying communication styles and techniques according to the audience, context, and desired outcomes, ensuring effectiveness across diverse situations and stakeholders.
Constructive Engagement: Facilitating dialogues, negotiations, or discussions in a manner that fosters mutual respect, collaboration, and, where possible, consensus.

In civil service job applications, candidates are often required to demonstrate their “Communicating & Influencing” competency by providing examples from their experiences where they have effectively engaged with others, navigated through communication challenges, and utilized influence to achieve specific objectives. This competency is crucial in civil service roles due to the necessity of working collaboratively with various stakeholders, navigating through complex challenges, and ensuring that policies and initiatives are communicated and implemented effectively.

Using the B-STAR Method

The B-STAR technique, encompassing Belief, Situation, Task, Action, and Result, provides a structured framework for crafting compelling 250-word statements, here is how it breaks down.

Belief (B): Begin by succinctly stating your fundamental belief about the importance of effective communication and influence. For instance, you might express the conviction that clear and empathetic communication is pivotal in resolving conflicts and facilitating collaborative environments.
Situation (S): Identify a specific situation that succinctly illustrates a challenge or opportunity related to communication and influence. Given the word limit, it’s crucial to be concise yet clear, providing enough context to understand the scenario. For example, describe a circumstance where miscommunication led to customer dissatisfaction or internal team conflict.
Task (T): Clearly outline the task or objective you were faced with in the situation. This might involve resolving a conflict, improving team communication, or enhancing customer interactions. Be specific about what needed to be achieved to address the situation effectively.
Action (A): Detail the specific actions you took to address the task, focusing on your role in employing communication and influence strategies. Given the brevity required, prioritize key actions that had the most impact, such as initiating a new communication protocol or facilitating resolution meetings.
Result (R): Conclude with the results of your actions, ideally providing quantifiable outcomes that demonstrate the effectiveness of your communication and influence strategies. Ensure that the result clearly ties back to the task and showcases your competency in this area.

In a 250-word statement utilizing the B-STAR technique for “Communicating & Influencing,” it’s imperative to be concise and to the point, ensuring each section is clearly delineated and directly relevant to showcasing the competency. This method allows candidates to present a well-rounded view of their abilities, providing assessors with insights into their beliefs, practical experiences, problem-solving capabilities, and the tangible impacts of their actions, all within a succinct, focused narrative. This structured approach ensures that every word counts and that the statement holistically conveys the candidate’s proficiency in communication and influence within a specific, relevant context.

Example Statement using B-STAR Technique

Belief: I believe that effective communication and influential leadership are pivotal in navigating through challenging situations, especially in a service environment where clarity and persuasion play a crucial role in resolving issues.

Situation: We encountered a predicament where our team was consistently missing the monthly customer satisfaction targets. The primary issue was identified as miscommunication within the team and towards the customers, which was adversely affecting our service quality and customer relationships.

Task: My task was to revamp our communication strategies internally and externally, ensuring that the team was aligned with organizational goals and that our customers were receiving clear, concise, and helpful information.

Action: I initiated weekly team meetings and training sessions focused on effective communication and customer handling techniques. I introduced a feedback loop, where team members could openly discuss challenges and propose solutions, thereby enhancing internal communication. Externally, I implemented a new communication protocol for customer interactions, ensuring that information was conveyed accurately and empathetically. I also introduced a mentorship program, pairing experienced team members with new hires to facilitate knowledge sharing and skill development.

Result: Within three months, our customer satisfaction scores saw a significant improvement, increasing 25%. The team was more cohesive, and the enhanced internal communication led to a more supportive and collaborative work environment. The mentorship program was particularly successful, with new hires rapidly assimilating skills and knowledge from experienced colleagues. Consequently, our team not only met but exceeded the subsequent monthly targets, showcasing the profound impact of effective communication and influential leadership in a customer service setting.

Delivering at Pace – 250 Word Statement Example

October 3, 2023 by Mike Jacobsen

“Delivering at Pace” within the context of the Civil Service refers to the ability to execute tasks and projects efficiently and effectively, ensuring that objectives are achieved within set timeframes. This competency is crucial in maintaining public trust and ensuring the smooth operation of government services. It involves prioritizing and organizing work, demonstrating resilience in managing multiple tasks, and maintaining a focus on outcomes despite challenges and pressures. In the Civil Service, delivering at pace means not only meeting but, where possible, exceeding targets by utilizing resources optimally, implementing robust planning, and maintaining a steadfast focus on objectives. It also encompasses the ability to adapt to changing circumstances and requirements, ensuring that the delivery of services to the public remains uninterrupted and of high quality. This competency is vital across all levels of the Civil Service to ensure that projects, initiatives, and daily operations are conducted efficiently, effectively, and to the satisfaction of the citizens they serve.

If you want to learn more about this competency we have written a full post on it’s importance within the Civil Service. Click here to learn more about “Delivering at Pace”

Using B-STAR to Craft 250 Word Statements

The B-STAR technique (Belief, Situation, Task, Action, Result) offers a structured approach to crafting compelling 250-word statements, particularly when demonstrating the “Delivering at Pace” competency in Civil Service applications.

Belief: Begin by articulating a personal belief or principle that underpins your approach to delivering at pace. This sets a tone of conviction and provides a lens through which your actions and decisions can be viewed. For instance, you might believe in the importance of meeting deadlines to uphold team credibility and customer satisfaction.
Situation: Outline a specific situation or challenge that required you to exemplify the competency of delivering at pace. Be succinct, providing enough context to understand the complexity and urgency of the scenario. This could involve a tight deadline, a resource constraint, or an unexpected obstacle that tested your ability to deliver timely results.
Task: Clearly define your role and the task you were responsible for in the situation. This provides a scope of your responsibilities and sets the stage for detailing the actions you took. Ensure that the task is directly related to the competency of delivering at pace, showcasing your ability to manage time and resources effectively.
Action: Detail the specific actions you took to navigate through the situation and task. This should highlight your strategic thinking, problem-solving, and execution skills, demonstrating how you embody the competency of delivering at pace. Be explicit about the strategies, techniques, or tools you employed to ensure timely delivery and manage pressures.
Result: Conclude with the outcomes of your actions, focusing on the impact and tangible results achieved. This should validate the effectiveness of your actions and showcase your capability in delivering at pace. Mention any positive feedback, metrics, or learnings that emerged as a result.

Crafting your statement with the B-STAR technique ensures a coherent and impactful narrative, allowing assessors to clearly identify your beliefs, the challenges you’ve faced, the strategic actions you’ve taken, and the results of your efforts, all within a concise 250-word limit. This method not only provides a comprehensive view of your experiences and achievements but also aligns them with the desired competency, enhancing the strength of your Civil Service application.

Delivering at Pace – 250 Word Example

Situation: We were confronted with a situation where a technical glitch caused a backlog of 2000+ customer queries via email, chat, and calls, which threatened our service-level agreements and customer satisfaction scores.

Task: My task was to swiftly address the backlog, ensure minimal impact on our customers, and implement strategies to prevent a recurrence, all while maintaining the morale of my team during this high-pressure situation.

Action: I initiated a multi-pronged approach to tackle the challenge:

Prioritization: Segregated queries based on urgency and complexity, ensuring that critical issues were addressed first.
Resource Allocation: Implemented a shift rotation system, allocating additional resources to handle complex queries and providing them with the necessary training.
Automation: Introduced an automated response system for common queries to expedite resolution and free up agents for more complex issues.
Communication: Maintained transparent communication with customers, updating them about the situation and expected resolution times.
Support: Provided emotional and technical support to the team, ensuring they were equipped to handle customer interactions effectively.
Review: Conducted a root cause analysis of the glitch and worked with the IT team to implement safeguards against future occurrences.

Result: Through these actions, we successfully eliminated the backlog within a week Customer satisfaction scores remained stable at 92%, and the team was highly-motivated, having navigated through the crisis effectively. Furthermore, the strategies implemented to prevent a recurrence proved effective, with no similar incidents occurring in the subsequent year. This experience underscored the importance of agile leadership and proactive strategies in delivering at pace, even amidst unforeseen challenges.

Changing & Improving – 250 Word Statement Example

September 28, 2023 by Mike Jacobsen

“Changing & Improving” is a core competency often sought after in many professional environments, especially within the Civil Service. It emphasizes the ability to recognize inefficiencies, adapt to new situations, and drive positive changes. This competency is not just about personal adaptability but also about actively seeking ways to improve processes, services, and outcomes. It’s about being open to change, suggesting ideas for improvements, and being proactive in implementing solutions. In the context of the Civil Service, it’s crucial as it ensures that public services are delivered efficiently and effectively, adapting to the ever-evolving needs of the public.

If you want to learn more about this competency we have written a full post on it’s importance within the Civil Service. Click here to learn more about “Changing & Improving”

Using B-STAR for Creating Statements

The B-STAR technique provides a structured approach to articulate how one has demonstrated a particular competency, such as “Changing & Improving”. Here’s how it works:

B (Belief): Begin by stating your personal belief or understanding about the competency. This sets the tone and context for the reader.
S (Situation): Describe a specific situation or context where you’ve demonstrated the competency. This gives a real-world example that showcases your experience.
T (Task): Detail the task or challenge you were faced with. This highlights the problem or inefficiency you identified.
A (Action): Elaborate on the actions you undertook to address the task or challenge. This is where you detail the steps you took, collaborations you initiated, or solutions you implemented.
R (Result): Conclude with the results or outcomes of your actions. This demonstrates the impact of your efforts and how they led to positive change or improvement.

By following the B-STAR technique, individuals can create compelling and structured statements that effectively communicate their experiences and abilities in relation to a specific competency. It ensures that the response is comprehensive, covering all aspects from belief to the tangible results of one’s actions.

Changing & Improving 250 Word Example

Belief: I firmly believe that in the ever-evolving world of civil service, the ability to adapt and drive improvements is crucial for both individual and organizational success.

Situation: As Project Coordinator at the Department of Infrastructure, I noticed that our monthly reporting process was cumbersome and time-consuming, often leading to delays in decision-making.

Task: Recognizing the inefficiencies, I took it upon myself to streamline the process, ensuring that reports were generated promptly and decisions made more swiftly.

Action: I initiated a review of the current system and consulted with key stakeholders to understand their needs. Recognizing that collaboration was essential, I formed a task force comprising representatives from different departments to gather diverse perspectives on the reporting challenges. Together, we identified bottlenecks and areas of redundancy in the existing process. With this feedback, I collaborated with the IT department to develop an automated reporting tool that would pull data directly from our project management software. To ensure a smooth transition, I also created a comprehensive user manual and organized training sessions for team members to familiarize them with the new tool and process. Furthermore, I established a feedback loop, allowing users to report any issues or suggest further improvements to the system, ensuring its continuous evolution and refinement.

Result: As a result of these changes, the time taken to generate monthly reports was reduced by 50%, leading to quicker decision-making and more efficient project execution. Feedback from stakeholders was overwhelmingly positive, with many praising the initiative and the tangible improvements it brought to the department.

Click here for more Changing & Improving example statements