This Service Skills profile is a broadly based instrument that looks to measure the personal service giving capabilities of individuals. This is aimed at all kinds of service
giving positions including retail shop staff, direct customer relations with people, counter tellers and call centre staff. The seven service effectiveness competency categories are:
• Attentive listening
• Communicating clearly
• Resolving conflict
• Engaging in joint problem solving
• Carefully negotiating
• Building warmth and empathy
Participants receive a personalized report of results including a histogram chart for each category. This directly highlights where efforts to improve should be concentrated in the future. Detailed interpretation notes are included for each category, including improvement actions for low scorers.
Author: Jon Warner
Publisher: Team Publications
Publication Date: ©2007 All Rights Reserved
For 15 years WCOD and Team Publications have been developing and marketing assessment solutions to all kinds of public sector and private enterprises. Most of our solutions can easily be used by individuals, teams, trainers, coaches, managers, HR professionals, and others engaging in or managing a development journey. Assessments of this kind can help individuals to reflect on their relative strengths and development needs on a structured basis. In addition to self-assessment, many of the products offer options for 180-degree feedback (to bring a supervisor or managers perspective to the individual) or 360-degree feedback (bringing a manager and a group of colleagues perspective in aggregate).
All WCOD/Team Publications assessments include interpretive information regarding your scores, along with development and action planning suggestions. The online versions of these reports also include an extensive printable interpretive report of results and development suggestions.
Facilitators Guides and Detailed Coaching Guides are available in the ReadytoManage webstore for most of these assessments, and include more information on each of the dimensions measured, development paths, and coaching tips. They are most frequently used by managers, trainers and coaches who want to offer a richer coaching experience or to run face to face sessions with groups of people who have undertaken an assessment.
All WCOD diagnostic instruments and assessments fall into three main categories, with a range of different instruments or assessments available in each:
Assessments that measure the person or the individual in terms of specific competencies. Profiles that measure the person in terms of competency are all inventory type tools which use histogram graphs to indicate particular skills in a given area. This might include leadership or management competencies or particular competencies such as selling or time management ability, for example.
Assessments that help to measure a particular task or situation (and how a particular individual handles it). Instruments which take a "Situational" perspective generally use a four quadrant grid format to help an individual to determine which style he or she seems to favor the most in a given situation. Once known the person can access how readily he or she may be able to "flex" into the available styles in order to match the different circumstances or "Situations" that may be encountered on a day to day basis.
Assessments that measure individual behavioral style. Profiles that measure a person's behavior or their style allow individuals to answer a series of paired statements, which ultimately plot their output scores onto a four-quadrant grid. This grid will show a dominant and a secondary preferred style in the particular situation, and give individuals an indication of what they are likely to encounter in terms of behavior when they face a specific set of circumstances.
Diagnostic assessments and profiles published by WCOD and Team Publications (with questions relating to competencies, attitudes, styles and behaviours) are all designed to offer individuals an opportunity to complete a simple questionnaire for themselves and via reading a full interpretive report then gain what are hopefully a number of new insights into themselves. Most of our solutions can easily be used by individuals, teams, trainers, coaches, managers, HR professionals, and others engaging in or managing a development journey. Assessments of this kind can help individuals to reflect on their relative strengths and development needs on a structured basis. In addition to self-assessment, many of the products offer options for 180-degree feedback (to bring a supervisor or managers perspective to the individual) or 360-degree feedback (bringing a manager and a group of colleagues perspective in aggregate).
This online assessment is delivered via the internet. At the completion of your purchase, you will be provided with a web link (website address) and a password to access your assessment.
At the conclusion of the assessment, be sure to download your personal report and development resources.