Adopts a fair and non-partisan approach in the delivery of products, services and programs.
Presents himself/herself in a manner that is adapted to the clientele and work context.
Ensures that services are delivered in a method and format that is best suited to clients’ needs and in accordance with Library standards and principles.
Complies with existing quality standards, procedures, guidelines or service agreements.
Asks questions in order to clarify the needs and requirements associated with initial client requests.
Proposes different solutions/options to clients and explains their various implications, benefits and disadvantages.
Diplomatically negotiates deadlines with clients, in light of needs, available options and resources.
Respects negotiated deadlines and keeps clients informed of the progress or unpreventable delays related to the delivery of services.
Recognizes and seizes opportunities to propose initiatives that can improve policies, services or procedures.
Demonstrates resourcefulness in the provision of services to clients by overcoming potential obstacles in a manner that is consistent with rules and guidelines.
Recognizes and seizes opportunities to be proactive by anticipating client needs and preparing accordingly.
Keeps abreast of trends, current issues and best practices in similar organizations to tailor them and/or make suitable recommendations.
Stays up-to-date regarding external practices, laws, rules, regulations and conventions that can affect the quality and effectiveness of his/her work.
Behaviours specific to sub-group A	Behaviours specific to sub-group B	Behaviours specific to sub-group C
Designs and presents products that are appealing to the users.
Promotes services by emphasizing their various benefits.
Relies on his/her knowledge of current events to better anticipate and meet client needs.
Promotes services by emphasizing their various benefits.
Relies on his/her knowledge of current events to better anticipate and meet client needs.
Designs and presents products, services and programs that are appealing to the users.