Thursday, November 20, 2008

Soft Skills andf ROI - Bennet Simonton

Concerning soft skills, there are two measurements involved just as there are with quality.

First, there is measurement of the manager's compliance with using soft skills. This requires precisely defining those skills just as one would define quality standards.

Second, there is measuring the effect of the result of the use of soft skills or the use of quality standards. This would mean measuring productivity for soft skills or increased sales and consumer satisfaction for quality.

I think that we know how to make the second measurements, but that we don't have a defined set of measurable soft skills. As a starting point, I would recommend the following test.

This is a simple test of 10 questions. Rank a manager on a scale of 1 to 10, 10 being the best or almost always, 1 being the worst or almost never. Add up the points for each question.

If the score is close to 100, I would expect that employees will be over 3 times more productive than if the score was 30 or less. In addition, with a score close to 100 employees will unleash their full potential creativity and innovation, love to come to work and have very high morale. :)


-provide regular and frequent opportunities for employees to voice complaints, suggestions and questions, provide reasonable and timely responses, and give employees what they say they need to do a better job? (At least weekly?)

-elicit answers/responses from the team and get them to use their brainpower to solve problems?

-listen to employees with 100% attention without distraction, without trying to figure out a response and with the use of follow-up questions to obtain missing details and suggested fixes?

-refrain from giving orders since by their nature they demeaning and disrespectful and destroy innovation and commitment?

-treat members better in terms of humility, respect, timely and high quality responses, forthrightness, trust, admission of error, etc than they are expected to treat customers and each other?

-publicly recognize employees for their contributions and high performance and never take credit him/herself?

-openly provide all company info to employees to the extent they need/desire?

-use values and high standards of them in order to explain why certain actions are better than others?

-use smiles and good humor with subordinates, not frowns or a blank face?

-generate in employees a sense of ownership?

Hope this helps, Ben
Author "Leading People to be Highly Motivated and Committed" 
Bennet Simonton Bennet Simonton


1 comment:

Ben Simonton said...

Thanks, Laurence, for posting my test and giving it a wider audience.

If I can be of any help, just ask.

Best regards, Ben


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