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ERIC Number: ED441115
Record Type: RIE
Publication Date: 2000-Mar-8
Pages: 28
Abstractor: N/A
Developing Employee Competence. Symposium 25. [Concurrent Symposium Session at AHRD Annual Conference, 2000.]
This packet contains three papers from a symposium on developing employee competence. The first paper, "Coaching in Organizations: Self-Assessment of Competence" (Gary N. McLean, Min-Hsun [Christine] Kuo), reports on development and pilot-testing of an instrument to identify the developmental needs of managers and peers to function more effectively as coaches. Expert review and factor analyses yielded the current version of the instrument, containing four scales, with an overall reliability of .80. The second, "An Examination of the Role of Failure in the Development of Workplace Expertise" (Richard W. Herling) suggests that job-related experiences are the most important source of learning and that the experience of failure could be used to accelerate the development of expertise. The final paper, "When Caring Is Not Enough: Competencies Needed by Service Providers" (Darlene Russ-Eft, Caryl Berrey, Tim Boone, Julie Winkle), reports on a study that was conducted to identify competencies needed by persons providing customer service. In the study, 356 service providers from 31 organizations were identified. Based on 2,176 critical incidents reported by these providers, the following 5 major factors were identified to create the "SERVE" model: (1) see the big picture and how the customer fits in; (2) establish an authentic human connection with each customer; (3) render timely, accurate, and thorough service; (4) value and respond to unique customer needs; and (5) extend a hand to repair and strengthen relationships with customers who are upset or angry. The papers contain reference sections. (KC)
Publication Type: Collected Works - General; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Note: In: Academy of Human Resource Development Conference Proceedings (Raleigh-Durham, North Carolina, March 8-12, 2000); see CE 080 095.