TABLE OF CONTENTSPage
I. Character Traits1
II. Communication Style5
III. Attitude Survey7
IV. Performance Factors10
V. ServicePro Snapshot11



#000000 for Sample Person on May 2, 2002

©1994-2002, Quality Profiles Ltd.



 
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I. Character Traits

SELF MANAGEMENT

Initiates, Very Proactive Primarily Responds to Others

Sample would be described as generally self directed and comfortable initiating activity on her own. She would be suited to moderately structured environments that provide feedback as needed. To become a good self manager, provide Sample with some coaching on such issues as self evaluation, developing the ability to self motivate and directing herself more effectively. She will likely work well with a manager who provides clear guidance and coaches without being overly directive. She will be generally comfortable with change.

Interview Suggestions

  • Describe your goal setting process and how you review your accomplishments.

  • Outline a recent example of this.

  • Describe the work environment that you found to be best for you.

  • In your current (previous) position, how much of your time has been devoted to working on tasks that you have initiated? Give an example.


Coaching Suggestions

  • Sample will respond well to a coaching style that encourages insight into personal strengths and growth opportunities and allows her to work towards project goals with feedback as required.

  • Coach her to be effective when working on her own by assisting her with commitment to weekly goals and reviewing her commitments with her on a weekly basis.

  • Encourage her initiative and coach her effort to get the results that are important to the organization.

  • Formal self management training can help her develop consistent levels of performance.

©1994-2002, Quality Profiles Ltd.
 
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MOTIVATIONAL PROFILE

Seeks Challenge/Task Oriented Relaxed/Contented

Sample would be described as motivated by a balance between people/service and challenge in her work. She is similar to the majority of service people who like to work toward long term objectives while achieving short term goals on a regular basis. Sample would work most effectively in an environment that includes a mixture of established functions and new challenges. She would feel a sense of satisfaction and motivation by being acknowledged for her contribution.

Interview Suggestions

  • Describe how you set short term goals in order to meet your long term goals.

  • Describe some of your most recent achievements.

  • What are the things that motivate you to do well in a service oriented role? Why?

  • Describe an environment where you had to deal with the same issues from different customers on a regular basis. How did you enjoy that?


Coaching Suggestions

  • Acknowledge Alison's efforts and show her that they are appreciated.

  • Challenge Sample with goals that she can achieve on a regular basis.

  • Provide a process oriented environment for Sample that will allow her to work toward long term goals.

  • Ask her to commit to both short and long term goals and consult with her regularly about her progress.

  • Match her with a goal oriented mentor who will help her monitor and evaluate her own progress.

©1994-2002, Quality Profiles Ltd.
 
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ENVIRONMENTAL FIT

Prefers to Create Own Systems & Structure Comfortable in Structured Environments

Sample would be described as a generally co-operative person who can be stubborn on occasion. She will integrate reasonably well with most systems and work well with a group of peers who are reasonably similar in nature. She will accept supervision reluctantly during training but will expect minimal supervision after gaining the relevant experience. She will perform most effectively within a loosely defined system that provides her with opportunities to exercise her individual initiative when dealing with users, clients and their business issues.

Interview Suggestions

  • How do you feel about structured environments?

  • Outline a situation where you worked in a very unstructured environment. What did you do to improve the situation?

  • Describe a situation where you were asked to develop new procedures.


Coaching Suggestions

  • Match Sample with a team leader who is flexible and who will be able to adjust the level of supervision to allow more independence when she has demonstrated the ability to perform effectively.

  • Encourage her to use her initiative by suggesting improvements to existing procedures and developing methods to implement change.

  • If Sample is a good self manager and works well on her own, she would be a good candidate for situations with minimal guidelines.

  • When the need arises, challenge her to develop new procedures that relate to her area of expertise.

©1994-2002, Quality Profiles Ltd.
 
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COMFORT WITH CONFLICT

Comfortable with Conflict Balanced Avoids Conflict

Sample tends to be comfortable in situations where there is potential for conflict. She may even occasionally create conflict if she feels that it will further her own goals. She would be relatively relaxed in situations where conflict is a common occurrence or there is ongoing tension that requires her intervention.

Interview Suggestions

  • Describe a situation where you had to deal with an angry customer.

  • Why was the client angry? How did you resolve the issue?

  • What did you learn from the situation?

  • What strategies do you use to avoid conflict?


Coaching Suggestions

  • Use Sample in high conflict situations if she shows restraint and is able to avoid the temptation to engage in debate.

  • She can be effective in tense situations if she is coached to listen and address the concerns of an irate client.

  • Communications and conflict resolution skills training will help her deal with conflict situations more effectively.

©1994-2002, Quality Profiles Ltd.
 
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II. Communication Style

SOCIAL ORIENTATION

Warm, Friendly, Sociable Builds Relationships Slowly

Sample is generally sociable, friendly and outgoing. She is at ease building relationships and is quite comfortable with other people. She will be able to work well in an environment where there is regular contact with people, either with a well established client base or new customers.

Interview Suggestions

  • Describe your approach to a new work environment.

  • How did you build effective relationships?

  • What are your goals with regard to growth in interpersonal areas?


Coaching Suggestions

  • Capitalize on Alison's strengths with other people by using her in situations where she will interact with customers and other peers.

  • Ask her to deliver small presentations at meetings with customers and peers.

  • Consult with her on how she would like to develop her communications skills.

  • Build conscious competence by helping her understand that the ability to work well with others is a strength in any career path.

©1994-2002, Quality Profiles Ltd.
 
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ANALYTICAL ORIENTATION

Systematic/Analytical Learns the Necessities

Sample would be described as only marginally interested in technical issues, preferring to learn what is essential to do the job effectively. She is unlikely to be motivated by solving technical problems or seeking out intellectual and conceptual challenges unless they have a practical application or are of specific interest to her. She would be more likely to achieve her full potential in an environment that included less emphasis on technical and/or analytical work.

Interview Suggestions

  • Describe a situation where you had to work on a demanding technical assignment.

  • How effective were you? What did you enjoy about it? Not enjoy?

  • How do you keep informed about changes in our industry?


Coaching Suggestions

  • Assign Sample to roles that deal primarily with other people rather than detailed technical issues.

  • Assign her to teams or partnerships with associates whose analytical approach will complement her.

  • Place Sample in a situations that focus on her existing technical strengths rather than areas that do not interest her.

  • Provide her with training on the essential skills that she will need.

©1994-2002, Quality Profiles Ltd.
 
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III. Attitude Survey

SELF CONFIDENCE

Feels in Control/Internally Directed Feels Controlled by External Factors

Sample has a healthy self confidence, making her feel that she is able to handle most situations on her own. This profile indicates an individual who accepts the responsibility for her own performance and who expects to succeed in virtually all she attempts.

Interview Suggestions

  • Describe the things that have made you successful to this point.

  • How have you used these strengths to build your career?

  • Which of your strengths would help you most in a technical service position?

  • What are some of the areas where you would like to improve?


Coaching Suggestions

  • Maintain Alison's self confidence by reinforcing her good feelings about herself.

  • If Sample ever appears arrogant, remind her that it is important to feel good about oneself but also important to avoid the appearance of arrogance.

  • Help her to commit to achieving and exceeding agreed upon performance levels.

©1994-2002, Quality Profiles Ltd.
 
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STRESS MANAGEMENT

Handling Stress Well Stress Coping Strategy would Help

Sample appears to manage her energy and deal with stress very well. She will be able to work to deadlines and manage difficult situations and demanding customers without suffering the negative effects of stress. Pressure and her ability to cope with stress effectively should even enhance her performance in challenging situations.

** The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding customers. Sample may become not only an effective member of a team (provided that her other characteristics are suitable) but also a resource that will help other team members to learn her coping strategies.

Interview Suggestions

  • What are some of the coping strategies that you have used when faced with job related stress?

  • Do you have any suggestions on how other people might manage stressful situations effectively?


Coaching Suggestions

  • Sample may need continual challenge from her work environment to avoid boredom.

  • She may be an effective mentor for those who could benefit from learning how to cope with stress.

  • She should be able to assume additional responsibilities when there are additional challenges.

©1994-2002, Quality Profiles Ltd.
 
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COMMITMENT TO CAREER

Very Good Satisfactory Some Questions

Sample has a satisfactory attitude toward most of the issues related to building a service based career, working with customers and earning their respect. You may wish to probe some of these issues described below to determine if there is any potential for concern.

CAREER FIT

       
Good Fit Some Questions
   Alison's responses to questions about a career in a service role indicate that she has an very good attitude about this career choice.


APPRECIATION BY OTHERS

       
Feels Appreciated Some Questions
   Her answers indicate that she feels that service people are not appreciated and respected by others.


RESPECT FOR OTHERS

       
Partner Competitor
   Sample shows some appreciation for others within an organization. She shows some understanding of the need for a strong partnership between the other departments and service people.

Interview Suggestions
  • What are the best aspects of a service based career?

  • What are your aspirations for growth over the next five years?

  • Describe a situation where a customer or client showed a lack of appreciation to you or a colleague. How did you react?

  • Describe the relationship between the service people where you are (were) working and the rest of the business.

  • What would you do to improve it?

©1994-2002, Quality Profiles Ltd.
 
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IV. Performance Factors

PERFORMANCE ENVIRONMENT

High Performance Culture Service Oriented

Sample is comfortable with a balance between relatively goal oriented, performance based culture and one which has a service component. She has the potential to perform well in a balance between short and longer term projects. She would prefer to work with minimal supervision and can be an asset when focused on organizational goals. Alison's profile indicates that would be reasonably suitable for a role that included initiating customer contact (such as some sales roles) as well as responding to it.

Coaching Suggestions
  • Sample can be an effective performer if she is helped to develop and define her own short term goals and given strategies to achieve them consistently.

  • Match her with a mentor or manager who will monitor her progress in weekly development meetings and provide feedback as necessary.

  • Provide her with a system that facilitates and encourages regular (weekly) progress reporting to help her measure her own effectiveness.

  • Weekly developmental meetings will help her develop as a self manager and achieve her goals more regularly.

  • Reinforce her self management successes by providing more freedom as she develops and monitoring more closely when results are less consistent.



RETENTION

Retention a probable Issue; Needs Challenge Relaxed, Dependable

Sample should not provide a retention problem if it offers variety and growth. She would be best suited to a loosely structured environment where she can create some of her own structure and systems as needed.

Coaching Suggestions
  • Sample will fit most situations where the overall direction is clear and where she will be able to define some of her role within the organization.

  • Medium to long term projects that have clear goals that will suit her well.

  • Develop her technical skills so that they match organizational needs and her own interests.

  • Structure reviews so that they explore growth potential rather than focus on weaknesses.

©1994-2002, Quality Profiles Ltd.
 
 ServicePro (#000000 for Sample Person on May 2, 2002) Page 11 

V. ServicePro Snapshot

SELF MANAGEMENT
22
SM Very High Potential Seeks/Accepts Coaching
MOTIVATIONAL PROFILE
4
MM Driven/Challenge Oriented Relaxed/Dependable
ENVIRONMENTAL FIT
-8
SYS Prefers to Create Own Systems & Structure Comfortable in Structured Environment
ANALYTICAL ORIENTATION
-17
ANL Learning a High Priority Learns Only What is Necessary
SOCIAL ORIENTATION
19
SOC Very Sociable Immediately Builds Relationships Slowly
COMFORT WITH CONFLICT
11
CWC Comfortable Avoids
SELF CONFIDENCE
58
SC Feels in Control Growth Opportunity
STRESS MANAGEMENT
66
ME Handling Well Growth Opportunity
COMMITMENT TO CAREER
28
CTC Good Attitude Questionable Attitude





SD MOT SOC NCON
11 7 19 -9
-11 3 -17 -1
CMPL REL ANL CON


SM MM SYS
22 4 -8


N QI 3COUNT
131 4 20


GOAL
3
©1994-2002, Quality Profiles Ltd.
 











Personal Feedback





Table Of ContentsPage
I. Character Traits1
II. Communication Style3
III. Attitude Survey4
IV. Career Orientation5



#000000 for Sample Person on May 2, 2002

©1994-2002, Quality Profiles Ltd.



 
 ServicePro: Personal Feedback (#000000 for Sample Person on May 2, 2002) Page 1 


SELF MANAGEMENT

You would be described as competitive, enterprising, assertive and goal oriented. At times you may find new and different ways to reach your personal and work objectives and you can be critical of your own performance. With appropriate training, you would find that for many aims, objectives or requirements, you would be able to develop your own plan, manage your time and focus your effort on a daily basis to reach those goals. You have the potential to become a good self manager if you build your strengths in such issues as self evaluation, self motivation and directing your own activities more effectively. You would be well suited to most environments that balance responsiveness to internal or external customer and organizational needs combined with the need to plan and execute other tasks and activities. You will likely work well with a manager or project leader who provides clear guidance and coaches without being overly directive.

Developmental Suggestions

  • Use your initiative when you are caught up on your work.

  • Make a habit of planning your daily activity and reviewing it on a daily basis.

  • Demonstrate your ability to work effectively on your own so that you can make effective use of time spent with management. (Managers like to coach effort rather than monitor activity)

  • Review your weekly goals before committing to them but remember that you must live up to your commitments.

  • If you find your workload is too heavy, either discuss it with your management and provide alternative targets which you can meet or try to view it as a challenge which will help with your organizational skills.

MOTIVATIONAL PROFILE

Your motivation is balanced between your concern for the needs of other people and meeting the long and short term goals you have set for yourself. You are most comfortable in situations that offer the opportunity to do both. You would enjoy working in an environment where you are able to meet short term targets which lead to your longer term objectives.

Developmental Suggestions

  • Make certain that you have clearly defined goals and if they are not, define your own.

  • Challenge yourself to meet similar standards each day.

  • Make a commitment to your daily goals and if you find that you are not meeting them on a regular basis, evaluate whether your goals should be revised or whether you have been doing all that you can to achieve them.

  • If you are meeting your daily goals consistently, you will achieve greater satisfaction by increasing your goals slightly and meeting them as well.

  • Record your accomplishments each day so that you will be able to report your progress more effectively to management.

©1994-2002, Quality Profiles Ltd.
 
 ServicePro: Personal Feedback (#000000 for Sample Person on May 2, 2002) Page 2 


ENVIRONMENTAL FIT

You would be described as somewhat strong-minded, stubborn and reasonably independent. You can accept moderate levels of supervision, and in these circumstances, you would develop some practical alternatives for achieving objectives. You will generally follow existing systems and procedures unless they seem to be holding you back rather than helping you to do your job properly. You will assess the existing systems and procedures regularly and may provide your feedback to management. You could follow your own instincts to satisfy an internal or external customer when the existing procedures do not do so. This approach could be a strength in areas where there are few guidelines and individual initiative is an important aspect of satisfying a client. You would be most comfortable in an environment that permits change.

Developmental Suggestions

  • Seek an environment that is not too highly structured for you.

  • If in a structured environment, look for ways to simplify structure so that you can meet its requirements with less non-productive effort.

  • Develop simple systems and procedures that will enhance your work environment for both you and your peers.

  • Look for situations that will allow you to innovate.

COMFORT WITH CONFLICT

You tend to be comfortable in situations where there is potential for conflict. You may even occasionally create conflict to further your own goals. Comfort with conflict can be a strength and is often found in strong managers but it can also be a trait that is difficult for some managers to handle.

Developmental Suggestions

  • Your comfort with conflict will help you mediate in situations where there is conflict.

  • Develop your conflict resolution strategies to become a better mediator.

©1994-2002, Quality Profiles Ltd.
 
 ServicePro: Personal Feedback (#000000 for Sample Person on May 2, 2002) Page 3 


ANALYTICAL ORIENTATION

You would be more comfortable in an environment that allows you to learn only what is needed to do your job effectively but does not focus exclusively on analysis and technical matters. You would find it difficult to fulfil your potential in a highly technical situation that does not interest you. You would be more comfortable in a technical environment that allowed you to investigate the general nature of a customer need and then direct the problem to a specialist if it was outside your area of expertise.

Developmental Suggestions

  • Look for work opportunities with less emphasis on technical issues and more emphasis on dealing with people.

  • Focus on your technical strengths and define a strategy to develop yourself in the areas of critical importance to the organization.

  • Identify the key competencies you will need to grow within the organization and the industry and develop these.

  • Make a sincere effort to understand and appreciate the responsibilities of your colleagues.

SOCIAL ORIENTATION

You are generally sociable, friendly and outgoing. You have little difficulty in building relationships and are generally comfortable with other people. You should be able to work well in an environment where there is regular contact with new customers or with a well established client base.

Developmental Suggestions

  • Evaluate and build upon your strengths as a listener. Make it a regular practice to let other people explain themselves thoroughly before offering your views.

  • Evaluate your performance as both a listener and a contributor at meetings with customers and peers. Do you respond to others or follow your own agenda?

  • Some career opportunities require strength as a public speaker. You can develop this skill in yourself by taking part in community service groups, coaching and other similar opportunities.

  • When making a presentation, work on such skills as timing, breaking the ice with humorous remarks and speaking directly to members of the audience.

©1994-2002, Quality Profiles Ltd.
 
 ServicePro: Personal Feedback (#000000 for Sample Person on May 2, 2002) Page 4 


SELF CONFIDENCE

You have healthy self confidence, which allows you to feel that able to handle most situations through your own efforts. You accept responsibility for your own performance and expect to succeed in most things that you attempt.

Developmental Suggestions

  • Build on your self confidence and continue to feel good about yourself.

  • Continue to feel responsible for your performance because you can make an impact.

  • Commit to achieving agreed-upon job performance goals.

  • Confidence is good but be careful to avoid the appearance of arrogance.

STRESS MANAGEMENT (MANAGING ENERGY)

You appear to manage your energy and deal with stress quite well. You will be able to work to deadlines and manage difficult situations and demanding customers without suffering the negative effects of stress. Pressure and the ability to cope with stress effectively should even enhance performance in challenging situations.

Developmental Suggestions

  • Identify and understand your own stress coping techniques so you can use them in other situations.

  • Continue to manage stressful situations as challenges that you can meet.

  • Share your stress coping strategies with others if they ask.

  • Good diet and exercise strategies will help you continue to manage your energy effectively.

©1994-2002, Quality Profiles Ltd.
 
 ServicePro: Personal Feedback (#000000 for Sample Person on May 2, 2002) Page 5 


CAREER DEVELOPMENT

Look for a career that provides a clear path to the type of role that you are seeking. If you wish to be an individual contributor in a team environment, look for a relatively structured opportunity that will allow for some individual initiative. If you are planning to grow into a management role, develop your self management potential to its fullest and focus on meeting your commitments to yourself and others on a consistent basis. Improve your leadership skills as you continue to improve your communication skills and career related competencies.

Developmental Suggestions

  • Evaluate how the technical skills that you are developing will lead you to your long term goals.

  • Be prepared for frequent change by anticipating and planning for it.

  • Determine whether your current style of dealing with others is conducive to a leadership role. (see Communication Style)

  • Develop your self management potential to its fullest. (see Self Management)

RETENTION

When considering any career move, you should also consider how long you are willing to stay in the new position and whether it offers the variety and growth that you will need. Some mobility is acceptable but too many moves within too short a period will hurt your career growth. Your profile shows that you would be best suited to a loosely structured environment where you can create some of your own structure and systems as needed.

Developmental Suggestions

  • Look for situations where the overall direction is clear and where your suggestions will be appreciated.

  • Be very careful about committing to a position which that provides the right structure for you. If you are developing properly you will feel more satisfaction.

  • Look for projects and organizations that have clear goals that will bring you a sense of achievement.

©1994-2002, Quality Profiles Ltd.