Understanding Behavioral vs. Functional Competencies in BPO Roles: Can You Help?

Hi friends, I am doing a project on competency mapping. I am having trouble understanding the difference between behavioral and functional competencies. I have a list of competencies. Could somebody please tell me what the behavioral competencies and functional competencies would be for the following roles in BPO:

Customer Care Executive

Team Leader

Assistant Manager

Quality Analyst

Trainer

Thanks,

KHUSHI

Dear Kushi, Thanks for the query. Your first action when you do not know something is to search the web. For example, had you searched, you would have found the answer for the difference at [Understanding Competencies: The Key to Professional Success](http://www.net-temps.com/careerdev/crossroads/print.htm?id=1330) and [Strategic Human Resource](http://strategic-human-resource.com) *(link updated to site home)* found by Google search at [Google Search](http://www.google.co.uk/#hl=en&xhr=t&q=functional+and+behavioural+ competencies&cp=39&pf=p&sclient=psy&am p;aq=f&aqi=&aql=&oq=functional+and+beh avioural+competencies&pbx=1&fp=87e26fc64b5 8d6a7). Have a nice day. Regards, Simhan A retired academic in the UK

Hi Simhan, thanks a lot for the information. I will now try to develop competencies for the roles. If you have some information about that as well, please forward it to me. It would be a great help.

Thanks,
Khushi

Hi Simhan, I want to ask you something else as well. As I am doing this project, do I need to list down the competencies for each role, then define them, and then add bars? Or do I need to identify competencies, then add bars, and then define them?

Thanks