What is a competency?
Step 1 / 5·Competency = Knowledge + Skill + Attitude
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Learning objectives — after this module you will:
- Define competency with its 3 components: Knowledge – Skill – Attitude
- Distinguish competency from skill
- Explain why organizations need a competency framework
Competency = Knowledge + Skill + Attitude
Grasp the definition of competency and its three components.
A competency is the combination of KNOWLEDGE, SKILL and ATTITUDE/BEHAVIOR a person needs to successfully perform a role or task. The classic formula: Competency = K + S + A.
Take the competency 'Customer advising': KNOWLEDGE of the product and market + SKILLS of listening, questioning, handling objections + the ATTITUDE of putting the customer's interest first. Missing any one, the competency is incomplete: knowing the product but not knowing how to listen means you can't advise.
The key point
A competency is always described through OBSERVABLE BEHAVIORS — not through vague impressions. 'Good communication' is not a competency; 'explaining a complex issue so a non-specialist understands it in 5 minutes' is a measurable behavior.
Key takeaway: Competency = Knowledge + Skill + Attitude, shown through observable behavior.