CHAPTER 2: Service Culture

• Competence

  ·      Ability to do something well
• Competencies

  ·      Particular Qualities that a company’s recruiters see desirable for employees to possess.
• Competencies

  ·      Aren’t skills because skills are learned and are inherent qualities individuals possesses.
• IT-BPM Means: Information Technology-Business Process Management
• IBPAP Means: IT Business Processing Association of the Philippines
• GCAT Means: Global Competitive Assessment Tool
• Different Types of Competencies: (BLT)

  • Behavioral Competencies
  • Technical Competencies
  • Leadership Competencies
• BEHAVIORAL COMPETENCIES

  ·      Expression of softer skills involved in an employee’s performance
• TECHNICAL COMPETENCIES

  ·      About the effective use of IT systems & computers, or any hard skills necessary for a job role
• LEADERSHIP COMPETENCIES

  ·      Measurable behaviors of the qualities of good leaders. 
• Threshold Competencies

  Expectation that employees should possess some of the SAME BASIC COMPETENCIES to do their roles, even if they differ in skill sets.
• SKILLS

  ·      The ability to do something
• Self-management Competencies

  • Self-confidence
  • Personal Credibility
  • Stress Management
  • Flexibility
• Self-management Competencies: Self-Confidence

  ·      Faith in one’s own ideas & capability to be successful
• Self-Management Competencies: Personal Credibility

  ·      Concern that one be perceived as responsible, reliable, and trustworthy.
• Self-Management Competencies: Stress Management

  ·      Ability to keep functioning effectively when under pressure. Maintains self-control in the face of hostility/provocation.
• Self-Management Competencies: Self-confidence

  ·      Faith in one’s own ideas & capability to be successful
• Competencies listed by Cluster:

  • Competencies Dealing with People: The Leading Others Cluster
  • Competencies Dealing with Business: The Preventing and Solving Problems Cluster
• Competencies listed by Cluster:

  • Competencies Dealing with People: The Leading Others Cluster
  • Competencies Dealing with Business: The Preventing and Solving Problems Cluster
• Competencies Dealing with People: The Leading Others Cluster

  • Oral Communication
  • Written Communication
  • Persuasive Communication
  • Influencing Others
  • Developing Others
• The Leading Others Cluster: INFLUENCING OTHERS

  ·      Ability to gain others’ support for ideas, proposals, projects & solutions
• The Leading Others Cluster: DEVELOPING OTHERS

  ·      Ability to delegate responsibility. Work with others & coach them to develop their capabilities.
• The Leading Others Cluster: ORAL COMMUNICATION

  ·      Ability to express oneself clearly in conversations and interactions with other
• The Leading Others Cluster: WRITTEN COMMUNICATION

  ·      Ability to express oneself clearly in business WRITING
• The Leading Others Cluster: PERSUASIVE COMMUNICATION

  ·      Ability to plan and deliver oral and written communications that are impactful and persuasive to their intended audiences.
• Competencies Dealing with Business: The Preventing and Solving Problems Cluster

  • Analytical Thinking
  • Forward Thinking
  • Strategic Thinking
  • Fostering Innovation
  • Initiative
• The Preventing & Solving Problems Charter: ANALYTICAL THINKING

  ·      Ability to tackle a problem using a logical, systematic, sequential approach.
• The Preventing and Solving Problems Cluster: FORWARD THINKING

  ·      Ability to anticipate implications & consequences of situations & take appropriate action to be prepared for possible contingencies.
• The Preventing & Solving Problems Cluster: STRATEGIC THINKING

  ·      Ability to analyze the organization’s competitive position by considering market and industry trends, existing & potential customers (internal & external) and strengths & weaknesses as compared to competitors
• The Preventing & Solving Problems Cluster: INITIATIVE

  ·      Identifies what needs to be down & doing it before being asked/before the situation requires it.
• The Preventing and Solving Problems Cluster: FOSTERING INNOVATION

  ·      Ability to develop, sponsor, or support, the introduction of new and improved method, products, procedures, or technologies.
• CAREER DEVELOPMENT GOALS

  ·       a way to gain more experience and improve your skills in the workplace.
• BE PROACTIVE

  ·       Talk to HR about learning opportunities concerned with training and employee development
• BE CREATIVE

  ·       Take other ways to learn on the job like read industry newsletters/magazines.
• BE INDEPENDENT

  ·       Enroll in a course outside working hours
• Roles in Career Development:

  • Individual
  • Manager
  • Employer
• Roles in Career Devt: individual

  ·       Accept responsibility for own career
• Roles in Career Devt: Manager

  ·       Provide timely and accurate performance feedback
• Career Development Devt: Employer

  ·       Communicate mission, policies, & procedures. Provide training & devt opportunities i.e. workshops
• CUSTOMER RELATIONSHIP MGMT (CRM)

        A widely implemented STRATEGY to manage & track interactions with customers & clients.

  IT POV: use of actual software to achieve goals.