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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..