jobEQ's Integral Vision on HR:
What is the mental process that leads to results?
Suppose that you are on vacation
on the coast of Australia, and you want to go scuba diving in one of the
reefs. You go to the nearest information desk of the diving company to
plan your dive. As expected, a friendly staff member greets you and gives
you the information you need. Nothing unusual, you might say. However,
the challenge for the local diving companies is to recruit enough employees
and adequately train them so that customers like you get helped during
the vacation season. Let’s take a look how the HR team made sure
you got served…
jobEQ's Formula for Success is Results = Attitude x Values x Competence.
Naturally, it requires some skills (a.k.a. competence) and knowledge to be able to
achieve results. In the given example, this means that the employees need
the necessary knowledge about the diving procedures and regulations in
order to find out what is important (values and criteria). They must also
learn skills such as how to use the equipment and how to teach this to
the customer. Other competencies that help customers will include language
skills, since the tourists at the coast may be from another country. Think
about it from the perspective of the person on vacation. Would you trust
someone who had difficulty using the equipment? What if they explained
only the diving procedure, and not how to surface? It is the same with
an employee. The right competence and the right values are vital to achieving
However, just because someone
has the ability to do a job doesn't mean he or she will be motivated to
do it. It was important to recruit employees with the right work attitude
and motivation. This means attracting candidates who love to work with
customers, like the social contact and want to be appreciated for being
helpful and friendly. They must also be able to communicate and provide
structured information to the customer. The figure below is a graphical
representation of the elements involved in this mental process:
Ideas first go through the process of Filtering, then Evaluation, which may lead to Action, and finally
Results. From the figure, you can see where attitude, values and competence
come into play. In the Filtering stage, the mind notices certain issues
and applies attitudes. In the Evaluation stage, the mind uses values to
decide what is or isn't important. Taking Action depends on competence
and the ability to act on the issue.
Our Integral Vision on HR is that it requires dealing with each of these factors to help your HR
organization improve recruitment, coaching, management, assessment, teambuilding, outplacement, etc!
Since attitudes, values, and competence are all separate issues, they may each require different solutions.
jobEQ has a product to help increase EQ at each of the 3 stages:
iWAM for attitude,
VSQ for values,
and COMET for competence.
Where to go from here?