|
Introduction
 In this article we will go deep into one specific industry -
Global Engineering Services and use it as an example to
conclude that there is no one size fits all solution for
managing soft-skills.
The universe of global engineering services is in a state of
constant flux as technology and business keeps changing.
Adding to this is the demographic shift in engineers. A
significant proportion of existing aerospace/automotive and
mechanical engineering are now retiring from developed
nations such as US, UK, France, Germany and Japan. However,
their colleges & universities are turning out far lesser
engineering and aeronautical graduates creating a big demand
for such engineering graduates from other geographies. In
short, a vastly different demography is emerging today to
discharge global engineering requirements.
By the word Services in Global Engineering Services one can
infer that they have customer compulsions similar to other
service businesses and industries. Thus customer
relationship management and communication are important.
Similarly, value they offer is judged or perceived based on
overall experience and ambience at all touch-points and not
just on the service provided or product delivered. This work
demands high accountability and work-ethic, a sense of
urgency, doing things right first time, on time delivery,
minimizing defects, in short - deliver consistently a very
high level of quality.
Soft-skills Universal phenomena
An important stakeholder for a discussion on soft skills
is the new-generation engineering force in whose hands we
entrust our future. The dynamic young generation is a lot
more confident, has excellent access to education and
information, tends to be more self-sufficient and
independent, much more tolerant to alien ideas, values and
thought streams, a lot better in team building and bonding
and last but not the least, highly informed, conscious and
vocal about social, political and environmental issues.
However, it
is widely documented and well-known that there is a real
challenge on the demand side on sourcing people with
relevant soft-skills. It is increasingly becoming difficult
to allocate trained resources on the job without
supplemental soft-skills training. Engineers, taken as a
class, tend to be less endowed with soft-skills than some
other professionals. The highly advanced mathematical,
analytical brain may not be much of a communicator. Whether
in the United States, Mexico, India, China, Poland,
anywhere, this is a common issue. During their high school
education, many engineers would have neglected studying
humanities, languages and arts as a result of peer pressure
to master science and mathematics, subjects that help
clearing competitive entrance exams. In this process an
all-rounded development of complementary human intelligences
and faculties like creativity and inter-personal skills is
stunted.
A look at
contemporary industry practices
Within the Indian industry, there is a definite move
towards backward integrating academics with the soft-skill
needs including English language, communication and team
work. Industries have started collaborating in a structured
way with academia thereby resulting in a mutual win-win for
both. Through evaluation rigor prior to on-boarding, there
is some control on the quality of the incumbents. Some
popular mantras include hire for attitude train for skills
and hire for learning ability.
There is at least a three month window before full
productivity of fresh candidates resulting in a sail or sink
situation for the freshers. It is usually impossible to fit
freshers into mission critical projects.
The scope and impact of roles keep increasing as careers
progress and therefore the specific interventions and
methods to augment soft-skills need to be carefully planned.
A learning map published to employees helps to keep them
conscious and aware of behavior expected at their level and
at the next higher level. A Harvard University study
revealed that 85% of jobs & promotions happened because of
the candidate s attitude and only 15% due to the store of
information he or she possessed.
Recent developments
A study across four engineering service industries in India
revealed the top challenges as - Not asking enough questions
, Assuming customer / authority figure is always right ,
Being afraid to ask questions and Assuming everything is
understood based on whatever customer has told us.
As a result of globalization along with technical
excellence, newer skills like knowledge of interacting with
trans-national cultural behavior, use of graphic
communication including use of annotations with pictures,
conducting walk-through using webinar sessions and so forth,
creativity and innovation (why, what-if) are emerging in the
space of engineering services. Traditional soft-skills
continue to be relevant and these include adaptability,
open-mindedness, problem solving, decision making,
communication skills, self learning and knowledge discovery,
empathy and team work, motivation and attitude encompassing
initiative, perseverance in adversity and ability to
motivate self and others.
The changing business scenario today has resulted in
specific soft-skills assuming importance as shown below
Services Skills Linkage
Project management: Team work, assertiveness, execution
excellence.
Knowledge management: Written English, writing skills
Integrated product teams (IPT), Concurrent engineering:
Spoken English, verbal communication, use of graphical communication methods
Quality systems and processes: Mindset, attitude, attention
to details, assertiveness- including ability to say no when
appropriate, Integrity, Honesty, Forthrightness in admitting
mistakes
Global project teams: Business etiquettes, cultural
sensitivity, Willingness to seek help
Rapid changes in business and technology: Stress (self )
management, flexibility, adaptability, change management
Innovation / Productivity improvement: Open, inquisitive
mind, creativity
Conclusion
In these changing times, there is no one method to fit
all the situations. The process of effectively imparting
soft-skills or any other skill is best done combining
communication skills , with appreciation of learner
psychology and of course subject matter knowledge. For
example, convincing the young generation on the need for a
green lifestyle, has to draw on excellent communication
skills , include the compulsions of decisions (or
indecision) that they can relate with; and also be
technically convincing - supported with meaningful everyday
examples and data. For global engineering services industry,
this appreciation can help bring change of the scale that is
required today.
The author is Competency Development Head, QuEST Global
Source:
http://www.cxotoday.com/India/CXO_Views/Soft_skills_Crucial_in_Global_Engineering_Services/551-103493-1006.html
|
