Is it true that everyone knows how to smile?
In my training modules, I often include a sharing on the four stages of learning or competence. It enables the participants to understand their learning process, as well as encourage them to be open to learning new skills. And also for management’s understanding of training dynamics and assessment of training needs.
In this first post in a series of 4, I would like to share on the first stage of Unconscious Incompetence. This is where we are unaware that we lack a certain competency. We often assume that “they should know it” but “they may not even be aware that they do not know it.”
An example is how employers in the service sector assume that their employees can smile and connect with customers. If you have been a customer, you will know that this is certainly not true. Some service teams naturally have brightest smiles, many others often greet you with blank faces and non eye contact.
Another example is the case of a valued employee who excels in his job but when promoted to a manager, fails miserably in leading his team. It is an erroneous assumption of management that this excellent employee knows how to manage a team. But with effective training and coaching of skills, he certainly has the potential to be an effective leader.
By taking nothing for granted and equipping their teams with the necessary skills, management and business owners will be able to build teams who are engaged, joyous, resilient and able to create value in their doing and being.