Customer Care

Creating Customer Service Excellence is part of a good business strategy. Customer care is at the heart of any good company. Not only does good customer care help in maintaining a loyal client base, but it also helps in bringing in new clients.

Today, with the business environment being volatile, it is important to maintain profitability and revenue, this can be achieved only by providing excellent Customer Care.

It is good customer care that will help turn your existing clients into your business ambassadors. The key here is to provide customer care in such a way, that you are able to turn ‘Satisfied Customers’ into ‘Enthusiast’ Customers. Customer Service is nothing but managing the perceptions of each and every client your business has.

Most businesses think that by promising clients and not delivering, will not affect their business, but in fact it does. ‘Good Customer Care’ rests on the rule: “Under Promise and Over Deliver”

Psychometric Testing

The traditional method of recruiting requires the process of placing an advert, screening CV’s, developing a short list, interviewing applicants, screening out applicants, checking references and then making an offer. However, many companies declare that this old-fashioned method does not work. Recruiters and Employers are now more likely than ever to use psychometric assessments during candidate selection and organisational development and promotional practices.

Psychometric testing gives an objective overview of a candidate’s character, strengths, weaknesses and working style.

Choosing to use psychometric testing in recruitment processes, will not only be saving on recruitment costs by selecting the right candidate in an objective manner that will lessen workload but also with the combination of other sources, the employer will be able to obtain information on past, present and most importantly potential future working behaviour.

The Society of Human Resource Management has roughly prepared an estimate marking that many companies use the method of psychometric testing for hiring new individuals in their company. It has also been pointed out that this number is increasing every year.

Neuro-Linguistic Programming – NLP

Neuro Linguistic Programming (NLP) takes you on a journey of self discovery. It allows you to generate your own learning and awareness from working through the processes taught. You will benefit from the acquisition of models of excellence in human behaviour. This will provide you with a true leading edge in understanding yourself and others in any context and help you both professionally and personally.

Neuro Linguistic Programming (NLP) has three key benefits:

• It improves communication
• It helps individuals to change their own thinking and responses, and also that of other people
• It helps to replicate excellence, either your own or that of others

One of the most useful areas of Neuro Linguistic Programming (NLP) covers ‘values’.

This can be defined as what is important, or what someone wants or looks for, whether that’s in a job, a partner or a car. The concept of values can be used in several areas, such as decision-making – which job to apply for or accept; selling – actuarial services, for instance; and influencing – colleagues, bosses and staff.

EMPLOYEE MOTIVATION

The success of any facet of your business is all ways linked to employee motivation. Employee motivation unfortunately is far from an exact science.  From productivity and profitability to recruiting and retention, hardworking employees always lead to triumph. Employee motivation can be as individual as employee that works for you. One can boil down employee motivation to one rudimentary ideal: finding out what employees want and finding a technique to give it to them . Employee motivation is tremendously complex.

Employee motivation or job motivation can be linked to reward and other elements that lead to a motivated work force.

Employee motivation is the “psychological powers that control the direction of a person’s behavior in an institute, a person’s level of determination and a person’s level of diligence”

Leadership Courses- ILM Level 3 Award in Leadership and Management Skills

Looking to develop your abilities, seeking to advance to the next level of management or needing to lead employees through organizational change, pressure and budget cuts? Then the extensive Leadership Course (ILM Level 3 Award in Leadership and Management Skills) offered by Know How for Management Consulting is just for you.

The Leadership Course entails two units. Firstly, employees will understand leadership styles in addition to leadership qualities and reviewing their own leadership potential. Furthermore, this Leadership Course provides individuals with the opportunity to enhance problem solving skills and make more efficient decisions for the benefit of the organization. In addition to this, the Leadership Course (ILM Level 3 Award in Leadership and Management Skills) will aid individuals to effectively describe a problem, its nature, scope and impact. Another advantage of this Leadership Course is that individuals will be confident in evaluating all the possible options to make a decision. This is a distinctive skill which is needed in today’s competitive organization. In addition, employees will be more capable in monitoring and reviewing the implementation and communication of decisions.

The duration of the ILM Level 3 Award in Leadership and Management Skills course is 18 Guided Learning Hours excluding assessment time that is to be completed within one year. This is a work-based assignment, which includes short questions and answers. To qualify for this engaging and useful Leadership Course, participants will be either practicing or aspiring managers. There are no formal educational requirements, however learners should have a background that will enable them to get the best out of the programme and benefit from what it offers them.

Emotional Intelligence

Emotional Intelligences is the ability to identify, assess, and control the emotions of oneself, of others, and of groups. It can be divided into ability Emotional Intelligence and trait Emotional Intelligence. Some researchers propose that emotional intelligence can be learned and strengthened, while others claim it is an inborn characteristic.

While emotional intelligence isn’t the sole forecaster of human performance and development potential, it is confirmed to be a key indicator in these zones. Emotional intelligence is also not a static factor — to the contrary; one’s emotional intelligence can change over time and can be advanced in targeted zones.

Emotional intelligence measures the collaboration between a person and the environment the person functions in. Weighing and estimating an individual’s emotional intelligence can help fuel the need for directed improvement programmes and processes. This, in turn, can lead to dramatic escalations in the person’s performance, communication with others, and leadership skills. It is a highly effective individual development instrument.

Emotional intelligence is versatile in workplace environments and can be used as a screening tool in hiring, leading to the selection of emotionally intelligent, emotionally healthy, and the most-likely successful employees.

Here at Know How For Management Consulting, we know how to help individuals enhance their emotional Intelligence, because we are well versed with the emotional intelligence concept and have hands on experience dealing with various multinational companies and their CEO’s, top level executive and reporting lines.

Know How For Management Consulting adapts only the best proven techniques and methodology, derived from cognitive and behavioural therapy as well as many psychological theories that are dynamic in nature. Our consultants have helped train many individuals to master the art of increasing their emotional intelligence in very systematic, easily comprehensible and established ways.

Psychometric Assessments

Psychometric Assessments are the turf of study concerned with the theory and system of psychological measurement. One part of the field is concerned with the impartial measurement of skills and knowledge, abilities, attitudes, personality traits, and educational achievement. For example, psychometric assessments research has concerned itself with the creation and justification of assessment apparatuses such as questionnaires, tests, and personality tests. Another part of the arena is concerned with arithmetic research bearing on quantitative theory. Thus, psychometric assessments involve two major research tasks one being the construction of apparatuses and processes for measurement and the other expansion and modification of theoretical approaches to measurement. All psychometric practitioners possess a specific Psychometric Assessments prerequisite, and while most are psychologists with advanced graduate training in psychometric assessments testing. Many work in human resources departments. Others specialize as learning and development professionals.

Why Use Psychometric Testing in Recruitment?

The word psychometric basically refers to the measurement of the mind. Unlike facets such as education, skills, experience, appearance and punctuality, the behavioural traits and personality of a candidate can be much more difficult to assess during an interview.

Some employers choose to use psychometric testing during their recruitment process to help give a better overall evaluation of a candidate and hopefully secure the best fit for the role. There’s some debate over the value of psychometric testing, but those who use it believe that it can give a more objective overview of a candidate’s character, strengths, weaknesses and working style. Typically, a psychometric test will never be used in isolation, but as one component of a wider, integrated evaluation strategy.

For employers, psychometric testing could help to gauge the future performance of a candidate and hopefully improve employee retention by making successful hiring decisions.

How psychometric testing aids recruitment decisions

Psychometric testing can measure a number of attributes including intelligence, critical reasoning, motivation and personality profile. An interview process can be fairly subjective and although employers will normally assess skills and experience fairly accurately, much can still be left to gut instinct regarding aligned values.

A psychometric test aims to provide measurable, objective data that can give you a better all-round view of a candidate’s suitability. It could be argued that psychometric testing offers some ‘scientific’ credibility and objectivity to the process of recruiting. It perhaps provides a more fair and accurate way of assessing a candidate, as all applicants will be given a standardised test.

Traditionally, these tests have taken the form of pen and paper, multiple choice questionnaires, but increasingly they’re moving into a digital realm. This means they can be quick and easy to integrate into any stage of the process.

Some organisations often favour psychometric testing as a way of screening (and subsequently eliminating) large amounts of candidates at the start of a recruitment drive. In this case, psychometric testing could help to drastically reduce the hiring manager’s workload, as it helps to swiftly identify a smaller pool of suitable applicants who have the potential to perform well in the later stages of interview.

Verbal and numerical testing

This method is used to give an indication of a candidate’s ability to process both verbal and numerical information while working to a time limit. These tests are conducted either prior to or on the assessment day, on or offline.

What do they measure?

There are different types of tests, but generally they’ll be used to measure how people differ in their motivation, values, priorities and opinions with regard to different tasks and situations. In terms of personality, the tests can give an indication of the working style favoured by a candidate and how they interact with both their environment and fellow workers.

The tests are helpful at analysing the more ‘hidden’ traits of an individual. Formal education and past experience will not always provide a clear, up-to-date assessment of these personal skills. Aptitude tests, for example, could help to provide a better, more realistic and current view of a candidate’s abilities than a formal certificate of education.

Appropriate allowances would be applied for those candidates requiring reasonable adjustments or for whom English is not their first language.

Participating at the 2nd Strathclyde Dialogue

Know How for Management Consulting (Know How Training) will be participating at the 2nd Strathclyde Dialogue on March 13, 2013.The dialogue will circulate around the impact of technology on our society. Know How Training’s managing director will discuss the topic and focus on the impact of Play Attention on our society and every day life.