[ Public Service Announcement – this is tongue firmly in cheek. ]
On this historical day, June 6, two strapping young lads (a handsome eloquent Caucasian and an irreverent Chinese guy) created a new brain child of a new workforce-centric credit agency. In line with a national accreditation process, a competency map was thus created to effectively plan and assess the competencies of one such credit agency’s employees.
In the competency map, there are five dimensions: task skills, task management skills, contingency management skills, job & role management skills, and transferable skills. These dimensions grant the ability to assess the current skills of the employee against expected skills – any gap will lead to further training to bring the employee up to standard.
Task skills refer to the performance of individual tasks based on expectations in the credit agency.
Task management skills refer to the individual’s abilities to handle multiple different tasks in order to complete an entire work activity.
Contingency management skills refer to the individual’s abilities to handle exceptional cases beyond the expected work situation.
Job & role management skills refer to the individual’s capacity to handle responsibilities and expectations in the work situation that is not directly related but in parallel to the individual’s job scope.
Transferable skills refer to the individual’s ability to transfer or up-scale existing knowledge and skills to an expanded work situation or expectations.
With that in mind and the local context (Singapore), a proposed credit agency’s skill set is thus developed – introducing Ah Long Inc.
For task skills, ad-libbing (for clients and public agency enforcers), prospecting (for clients) as well as collection of due assets.
For task management skills, documentation of receivables and client particulars is a very important skills. Decorative skills are required as well. Minor renovation-related skills (such as the ability to use adhesives on various materials for strong binding intentions) and butchery skills were considered, but something more realistic and less messy would professionalise the employees.
For contingency management skills, athleticism is a necessary core skill for unexpected and dynamic changes in the working environment. Hand to hand combat skills is proposed but a deep focus on self defence is needed to protect the employees from abuse and potential violence from clients. Contrite submission to authorities is a must for self-preservation skills.
For job & role management skills, the ability to persuade is very important. As professionals, this ability is tantamount to the survival and professionalism of the credit agency.
For transferable skills, employees will be able to transfer their existing knowledge to expanded operations or related fields. One such industry would be credit card companies as collection agents or loan officers. Ad-libbing will be another important transferable skill if the Commercial Affairs Department decides to have a chat with them.
Thus, with a well-thought proposal for the competency dimensions, a professional credit agency will have a good set of standards to adhere and aspire to today!
[ Public Service Announcement – this is tongue firmly in cheek.]
The laughs in class were long and loud.
There was another activity later on developing standard operating procedures. The role play activity was to create a SOP on how to greet customers from various F&B service levels (from high-end dining, fast food dining and to hawker dining).
My eloquent Caucasian course mate role played as a hawker assistant, while I role played as a customer. My hearty well-done to him for trying to speak in Mandarin.
Pro tip – go with AI CHIAK SIMI as the SOP for hawker assistant.