V Skill HF-D3.5-002 transversal 8 skills
relationship management
Maintaining existing relationships with clients, colleagues or partners by planning contact moments, keeping agreements and picking up signals in good time.
How hrmforce measures this
- Assessment method
- Structured interview · rho 0.42 (SD 0.19)
- hrmforce instrument
- Competency Check, 360 Feedback
- Competency (50-framework)
- Customer Focus
- Trainability
- high
- Demand outlook 2026 to 2030
- stable
Behaviour-based interview with fixed questions and a rating scale per question.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Keeps contact details and agreements with relations up to date and responds to questions within the agreed time. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Plans contact moments for an own portfolio of relations, discusses satisfaction and starts improvement actions when signals appear. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Decides how the organisation maintains strategic relations, assigns ownership and assesses the value of the relationship portfolio. 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.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Scheduling contact moments with a client Account planning | Setting out for the full year when you call, visit or update a client. | stable |
| T | Maintaining a client record in a CRM CRM data entry | Recording conversations, agreements and follow-up actions per relation in Salesforce, HubSpot or a similar system. | declining |
| G | Following up on a client agreement Client follow-up | Returning to the client within the agreed term with the promised answer or document. | stable |
| G | Picking up signals of dissatisfaction Detecting dissatisfaction | Naming early signals such as postponement or shorter replies and raising them with the relation. | rising |
| V | Holding a review meeting with a client Client review | Periodically reviewing collaboration and results with a client and recording agreements for the next period. | stable |
| G | Maintaining contact without a current assignment Relationship nurturing | Staying in conversation with a relation about developments in their work even without a current assignment. | rising |
| V | Rebuilding trust after a mistake with a client Service recovery | Informing the client after a mistake, taking responsibility and agreeing and carrying out a repair action. | rising |
| V | Taking over relationships from a colleague Account handover | Reviewing existing agreements when taking over a portfolio and introducing yourself to each relation. | stable |