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Defined Behavior

“Defined behavior” or “behavioral anchor” is a specific example of a competency level used to help managers and employees understand how to use a competency model. For example, to define a high level of proficiency (say level 5) in “customer service” (a competency), the behavioral anchor may be “calls customers back within one hour, engages customers in open dialogue, resolves customer problems before hanging up, et al.” The behavioral anchors are specific, easy-to-apply examples of behaviors that demonstrate the competency and proficiency level.

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