 Latitude
in Attitude
Adapted from It’s Not What You Say... It’s What You
Do. Laurence Haughton. |
In hiring, it’s long been experience, experience,
experience that you look for. However, what if success in the job
for which you’re hiring depends more on how workers respond in the
present than on what they did in the past?
A law firm expected problems from a complicated
new software feature. John was assigned to develop an internal
Helpdesk to assist employees get the help and information they needed
to stay productive. He received strong suggestions to staff the
Helpdesk with workers who had computer degrees and vast experience
with the new software. However, John had doubts about that applicant
profile. Helpdesk workers would face continual pressure serving
upset and sometimes angry people who were in a hurry. So John hired
people who could understand the computer issues in the context of
the legal industry, but who were also enthusiastic about helping
people, good under pressure, and inventive in solving problems.
And though he was confident in taking this chance, his confidence
was put to the test when the Helpdesk was rolled out.
John saw right away that the database of information
to be used in answering callers’ questions was incomplete. Helpdesk
employees would have to go to other sources as well. Callers would
have to wait – not a good situation. However, John’s new hires
were right on target. They were courteous to distraught callers.
They were honest about not having immediate answers, followed up
promptly, and called clients back within 15 minutes. Callers were
relieved and astounded. They even called John to compliment his
staff.
It pays to look beyond experience and deeply into
the realities of the job you’re hiring for. In other cases, of
course, attitude may be less important – but it will always count
too. What matters is to see who’s needed and hire accordingly.
Adapted from It’s Not What You Say... It’s What
You Do. Laurence Haughton. Currency Doubleday.
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