What does competency mean?
Transfer of training, as it mentioned before, does not just means “know,” but also means “competency.” When faced with real problems, our “competency” will work automatically to come up with a solution. For insightful people, they will have a overall view of the condition and make a right judgment; for people with high-authority, they manage their limited time and have a cutting-edge in the crowd; for people with good analytic skills, they gather information and come up with prudent decisions. That’s how skills work in one’s life, so our aims in learning is to internalize these skills that may help.
It’s more heart-stirring to know that these skills can have a crucial effect on my future work. It’s mentioned before that PALS helped to transfer training into competence, which will directly influence my work performance. It is known that when companies are recruiting employees, they value the learning ability and problem-solving ability than anything else like a diploma.
Communication skill is extremely crucial for me if I would like to pursue a career in this industry. The customer service industry is itself an industry that connects people and bridges the gaps among people, where only congenial and effective communication is required. Even if the managers cannot avoid the training of communication skills, because only in this case can they have a better idea of how to improve the service quality of customer service staff.