G Behavioural competence HF-D2.5-001 transversal 7 skills

Client focus

Acting from the question and interest of the client, keeping agreements and visibly directing own work towards usefulness for that client.

How hrmforce measures this

Multiple raters around the person rate behaviour against behavioural anchors.

This is a selection criterion, not a short-term development goal. Do not put a three-month development plan on it.

Level	Behaviour at this level
N1 Guided	Responds to client questions within the agreed term and refers on when the answer falls outside own task. works under supervision and follows instruction · routine, one variable at a time · own task
N3 Proficient	Uncovers the real need behind a client question, makes a fitting proposal and checks after delivery whether it works. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process
N5 Leading	Translates client signals into changes in services and policy and holds the organisation accountable for the promised client experience. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession

N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.

These skills inherit the assessment route and the behavioural anchors of this construct.

T	Skill	Definition	Demand outlook 2026 to 2030
G	Uncovering the client's real question Uncovering client needs · Needs discovery	Probes until it is clear what the client really needs instead of what was first asked.	rising
G	Keeping promises to clients Keeping commitments · Reliability	Does what was promised within the agreed term and reports proactively as soon as that will fail.	rising
G	Informing proactively Proactive updates · Keeping clients informed	Tells the client the state of play unprompted before the client has to ask.	rising
G	Being reachable and responsive Responsiveness · Availability	Responds within the agreed term to messages and arranges cover during absence.	stable
G	Thinking along with the client Thinking with the client · Value adding advice	Points the client to a better or cheaper route unprompted, also when it yields less work.	rising
G	Measuring client satisfaction Client satisfaction survey · NPS	Asks specifically about the client experience after delivery and applies that outcome to the work.	rising
G	Weighing client interest in own work Client centricity · Outside in thinking	Chooses in internal choices about process and planning the variant that works out best for the client.	rising