I had a very interesting interactive session with Dr R Karthikeyan, Director, Gemba Management Consulting Pvt Ltd & Secretary ,ISTD, Chennai Chapter during today's HR Sangam meeting.
The topic was 'Competency Assessment' which draws a lot of romanticization among HR enthusiasts. However the session was refreshingly beyond the usual romanticization associated with such upmarket and spunky HR topics.
He emphasized on the competency assesment process with genuine sincerity which comprised of the following steps:
1. Identifying competency
2. Competency dictionary
3. Preparation for assesment centre
4.Competency assesment centre
5. Individual development plan
Each steps were explained with very candid example from real organisational scenerio.
The session included a role play excercise on 'customer centricity'.
He also gave a humourous analogy on how the internal customer is like a wife as we deal with the same emlployees on a daily basis and how external customer is like a girlfriend as we deal with different sets of external customers on regular basis.
He focussed on the fact that observing people in action is the most important feature of competency assesment.
He made a special mention on how the attitude aspect is of prime importance in KSA[Knowledge,skills,attitude] framework and how it makes the biggest difference in results.
While talking about customer focus; he said it's very important to say 'no' with utmost warmth when required.
He even mentioned that the 'real' success of E- commerce will be determined on the day when silk sarees can be sold online [if u dont have a smile on your face then you are not a women or probably you do not understand women's mind well].
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