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P R E S E N T ED B Y

AAKANKSHA VATS

Helping and Human

Service

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Helping and Human Service

Intends to meet someone elses needs; attuningoneself to the concerns, interests, and needs of theother (Interpersonal Understanding) and working to

meet those needs (Customer Service Orientation).

IU is the foundation for higher levels of CSO and alsosupports in the impact and managerial clusters.

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Interpersonal Understanding (IU)

Ability to hear accurately and understand theunspoken thoughts, feelings and concerns of others.

Understanding attitudes, needs and perspectives of

others. Cross cultural sensitivity: Special case of IU across

cultural divides. Consists of considerable amounts of information seeking.

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Interpersonal Understanding (IU)

Empathy

Listening

Sensitivity to others

Awareness of others feelings

Diagnostic Understanding

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Interpersonal Understanding (IU)

Understanding explicitmeanings or obvious emotions

Complex and hidden reasonsfor ongoing behavior

Complexity orDepth of

Understanding

Basic listening to explain thepast behavior

Proactive approach to helppeople with personal orinterpersonal difficulties

Listening andResponding to

Others

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IU scale

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IU scale

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Links to other competencies

IU is supported by Information seeking (observations, direct questioning, indirect

information, evidence)

Forms an essential foundation for the higher levels ofImpactandInfluence & Customer Service Orientation(CSO). Effectiveness in terms of accurate understanding

IU favors: developing others, organizational awareness,teamwork and cooperation, relationship building.

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Customer Service Orientation(CSO)

Desire to help others and meet their needs.

Similar to IU but here first step is to understandingthe others needs and then taking personal

responsibility to help or serve others CSO also known as Helping & Serve organization

Focus on clients needs

Partnering the client End-user focus

Attention to patient satisfaction

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Customer Service Orientation(CSO)

Dimensions:

Intensity of Motive and completeness ofaction (clients trusted behavior)

Amount of effort or initiative taken onclients behalf, getting others to volunteer

their efforts for clients sake toextraordinary efforts.

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CSO table

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CSO table

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CSO table

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Link to other Competencies

CSO supported by Information seeking andinterpersonal understanding

Initiative forms the critical part that B scales (effort)

of two competencies virtually identical. Achievement orientation is often expressed in terms

of improved functioning of the customersorganization. (CSO A.5 and higher)

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Link to other Competencies

Higher levels of Customer service (A.6- A.8):

Information seeking

Conceptual or analytical thinking (low to moderate levels)

Interpersonal or organizational understanding (moderate tohigh levels)

Technical expertise or business mindedness (depends onnature of product or service)

Moderate to high level of relationship building (eg client

relationship manager), relationship building and customerservice are reciprocal.

Use of each competency implies and reinforces each other.

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Thank you..