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too informal with customers) does not adhere to company social media policies regarding tone of voice Resilience Flexible positive about change accepts and takes responsibility for personal development maintains a ‘can do’ attitude shows a persistent effort to succeed self controlled and balanced copes under pressure enthusiastic, has a positive outlook constructive and open minded Resists change adversely impacts others through negativity low energy settles for second best lacks stamina loses motivation easily tendency to flap in crisis or stress fails to find solutions around challenges gives up easily Multi-tasking Able to prioritise and juggle multiple tasks at once plans ahead so that required tasks get completed can effectively manage the expectations of internal customers and senior management completes tasks without being reminded always looks to go the extra mile Resists taking on work as part of the role openly talks about why they can’t complete jobs rather than what they’re doing to be able to complete tasks allows agency process and compliance to be ignored has poor administration fails to manage expectations allows emails to pile up unanswered Specialist Knowledge Well informed and passionate about their job and social media actively seeks development opportunities and owns responsibility for personal development learns quickly transfers skills and knowledge to others Lacks passion for their job lacks motivation for continued professional development thinks they know everything without any substance unwilling to train or mentor others needs handholding.