G Behavioural competence HF-D2.5-006 transversal 6 umiejętności
Empathy in service delivery
Recognising the situation and feeling of the client, naming it and adjusting own action accordingly without losing the professional boundary.
W jaki sposób serwis hrmforce to mierzy
- Metoda oceny
- Personality questionnaire · rho 0.40 (SD 0.15)
- hrmforce narzędzie
- Big Fifty, 360 Feedback
- Kompetencje (50-ramowe)
- Sensitivity
- Możliwość szkolenia
- low
- Prognoza popytu na lata 2026–2030
- rising
Self-report of behavioural preferences. At hrmforce the Big Fifty and the 15PF.
Jest to kryterium selekcji, a nie krótkoterminowy cel programistyczny. Nie należy opracowywać trzy miesięcznego planu programistycznego w tym zakresie.
Kotwice behawioralne
| Poziom | Zachowanie na tym poziomie |
|---|---|
| N1 Guided | Names that the client is experiencing discomfort, stays calm and asks what would help most at this moment. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Puts self in the position of a client in a vulnerable situation, chooses words carefully and keeps the agreement businesslike. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Determines how the organisation deals with vulnerable clients, safeguards that standard across the chain and addresses behaviour that deviates. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 i N4 celowo nie zostały przypisane do konkretnych punktów odniesienia. Oceniający umieszczają je pomiędzy punktami odniesienia, zgodnie z konwencją O*NET.
Podstawowe umiejętności
Umiejętności te dziedziczą ścieżkę oceny oraz punkty odniesienia behawioralne tej konstrukcji.
| T | Umiejętności | Definicja | Prognoza popytu na lata 2026–2030 |
|---|---|---|---|
| G | Naming the client's emotion Naming emotions · Emotion acknowledgement | Says out loud what the client appears to feel and asks whether that is right before turning to content. | rising |
| G | Taking the client's perspective Perspective taking · Client empathy | Describes the situation as the client experiences it and uses that picture when choosing a solution. | rising |
| G | Calming an angry client Handling angry clients · De escalation | Stays calm under verbal aggression, lets the client speak and brings the conversation back to the issue. | rising |
| G | Holding a boundary with understanding Empathic boundary setting · Firm and kind | Holds the boundary on an unfeasible request while showing that the interest is recognised. | rising |
| G | Showing concern without promising a fix Empathy without commitment | Shows concern for the client's situation without promising an outcome that is not certain. | rising |
| G | Recognising vulnerable client situations Vulnerable clients · Vulnerability signals | Notices that a client is extra vulnerable through debt, illness or loss and adapts the approach. | rising |