SAMPLE SERVICE ADVISOR REPORT OMS Report Name: Smith, Desmond OMS Date: 1/14/2005 Position: Service Advisor Status: Applicant Introduction This computer-generated report describes facets of this person's personality for evaluation and general discussion purposes within a business environment only. The description outlines basic behavioral tendencies, dominant motivating needs, and the person's adaptation to the immediate work experience. This report is not specific to a particular job or the strengths and weaknesses that a jo b-related report might identify. This analysis is general and more positive in tone. Basic Characteristics People have pre-disposed behaviors that are a dominant influence on how they perform their work activities. Most comfortable in roles that allow them to "be themselves", people will also be more satisfied and more productive. These natural behaviors need to be carefully considered when making placement decisions. More of a sharing, amicable personality with an easy, low-pressure friendliness, this is someone who wants to work in more of a harmonious atmosphere emphasizing cooperation, understanding, and mutual support. Careful and tentative in expressing personal opinions and wanting to avoid personal accountability for decisions that could upset others or cause tension, this person will compromise and accommodate the wishes of others to avoid disagreements. Perfectionistic, thorough, and careful in carrying out every assignment, this person prefers a work situation where there is considerable structure and direction, helpful, available supervision, and an emphasis upon acquired expertise and knowledge rather than upon decision-making or leadership. Anxious to please and to meet all expectations, this is a person who will seek to conform to all rules, policies, and expectations, and act in a manner that is generally more conservative and cautious. A specialist who most enjoys work with a narrower focus and who would rather work with information and data than with subjective and less tangible issues and problems, this is a person who is better handling specific tasks that can be completed in a shorter time frame, and that offer some opportunity for progress measurement. More compliant by nature, this person likes relationships that are more harmonious and supportive, and will generally avoid situations that could lead to conflicts or interpersonal friction. With a sense of formality, this person tries to be polite and correct in interactions, but initially presents a more tentative reaction to new acquaintances and new ideas, and only slowly develops trust. This is a more intense personality who is driven to meet all expectations, who worries about all the details associated with work assignments, and who can be fussy in applying personal standards and pressuring for the achievement of immediate deadlines. This person will generally perform more successfully in a job situation where the person's traits are aligned fairly closely with the job behavioral requirements. With a lower level of adaptability, it is more difficult for this person to step outside of a behavioral comfort zone, especially for longer periods of time. Although the person's mental stamina and alertness will be adequate for many jobs, positions requiring extra long hours, or involving constant problems that are stressful, or necessitating significant behavioral change for sustained periods will compromise the person's ability to balance work and personal lifestyle activities. This person will generally display thoughtful, careful judgment with plans and decisions. Right within the mainstream of the population, the person has the ability to balance emotions and logic so that neither has undue influence upon actions, and even more emotional initial reactions will be held in check by a reasoned consideration of the consequences. In working with goals, the person will have the ability to stay tracked and will behave in a generally consistent manner. In solving problems and in implementing plans, with a more creative and experimenting mind, this person is inclined to question the way things are done and the way they have been done in the past. Looking at problems in a less structured way, this person is not afraid to consider solutions that may be new, untried, and less conventional in nature Motivational Considerations Deeper personal needs, such as Love, Esteem, and Self-actualization, stimulate people to act and to do things. But people also have expectations regarding their work experience, and their attitudes and performance are affected by whether or not these expectations are met. It is important to understand what each person is seeking and what they wish to avoid in their work. What they seek is satisfaction, and the more we respond to these needs, the more they will be motivated to perform. What they wish to avoid generally causes dissatisfaction, and contributes to workplace problems and turnover. As managers our role is to communicate with people about their needs and expectations and to build this understanding into their work experience. For this person the critical motivational and recognition considerations are: Seeks a degree of freedom within the work environment, to exercise some independent action and make decisions within an atmosphere that emphasizes cooperation and collaborative effort, and supervision that is more supportive and developmental. Seeks to avoid a work culture that has too much emphasis on individual performance and too much pressure to achieve goals and deal with challenging problems as a matter of course. Recognition: likes to be recognized as part of a group and for working effectively with others; reacts well to the opportunity to advance knowledge, to learn and apply new skills, especially within a group reward. Seeks work activities that combine interpersonal involvement with task accomplishment, to have influence upon and participation in setting performance standards and work expectations, and to be able to establish individual prominence and awareness within a group context. Seeks to avoid work situations that fail to allow for a combination of individual and group assignments, a full-time emphasis upon data analysis, and work that does not stimulate individual effort and achievement. Seeks variety in assignments, expectations, and with other aspects of the work environment, the opportunity to stay active and mobile in carrying out responsibilities, changes and unexpected events, and working to deadlines and more measurable work objectives. Seeks to avoid routines, repetitive tasks, and an environment of low expectations and minimal change, assignments that do not allow for personal initiative and discretion over time, and work responsibilities that require no ongoing learning or measurable improvement. Recognition: acknowledgement for managing variety and change in the workplace, and for meeting deadlines and targets; reacts positively to monetary and career incentives and to visible, personal feedback. Seeks a clearly defined work structure and ordered work environment, explicit and consistent rules, policies and job expectations, tasks where details, exactness, and assembling information and facts are major components, and constant feedback and reassurance. Seeks to avoid ambiguity and decisions which might entail risk and adverse consequences, supervision that is perceived as being too general and too distant, and work expectations that do not allow for regular performance feedback. Recognition: wants personal approval from supervision coupled with job security, an opportunity to demonstrate knowledge, skills, and specific expertise, and recognition for accuracy and attention to detail; appreciates and reacts favorably to regular verbal and written feedback, especially if other people are aware. Job Adaptation For each person, perception is reality. This personal perception governs how a person attempts to behave in the work environment. The job adaptations people make most often reflect how they interpret job activities, supervision, the clarity of objectives and/or expectations, the strength and focus of the organization's purpose, etc. But adaptation is difficult, and the greater the adaptation, the greater the difficulty and the amount of stress accompanying it. As managers, we have to guide the type and degree of change that people make. For this, careful observation and coaching are the best tools at our disposal. This part of the profile describes how the person perceives a need to behave. Compare it to their Basic Characteristics and to the potential or current job behavioral requirements. This will help you and others in management determine what your coaching should emphasize. This person seems to feel that the work activities require the more conservative and cautious approach that is natural and comfortable, and that there is minimal expectation for the person to vary from expected procedures and methods. This person seems to feel that a less extraverted and less sociable style would be more appropriate for the present work. The adaptation indicates more of a focus on tasks or the personal handling of data and information, and an attempt to adopt a more mentally exacting and analytical manner of evaluating situations and making decisions. The person seems to feel that the job activities are repetitive, emphasizing concentration and planning more than urgency, so is trying to cover over a natural need for activity and sense of urgency with patience and a deliberate, more systematic work style. Perceiving more autonomy to act and make decisions along with fewer restraints, this person seems to be trying to become more flexible with people, more open to different ways of doing things, and less perfectionistic in handling or monitoring tasks. OMS Report Name: Smith, Desmond OMS Date: 1/14/2005 Position: Service Advisor Status: Applicant Service Advisor - Service Sales THE FOLLOWING REPORT compares the person's traits with the requirements necessary for successful performance as a Service Advisor or Service Sales Representative. Many different factors influence behavior and contribute to overall performance, including intelligence, experience, training, and the quality of management. With this particular role personality is a significant factor and should be given careful consideration and extra weighting in a placement decision. JOB RELATED BEHAVIOR AND RATING (COMPATIBILITY SCALE: 1 & 2 = LOW; 3 & 4 = COMPATIBLE; 5 & 6 = HIGH) 1. COMMUNICATION Approaches customers with friendliness and enthusiasm. RATING = 5 Has sufficient empathy to understand the needs and interests of customers and to see problems and issues from their perspectives. RATING = 5 Concentrates on listening to gain a fuller understanding of customer needs and concerns instead of interrupting or dominating the conversation. RATING = 4 Assumptively and confidently sells specials, computer recommended service, and work indicated by vehicle inspections. RATING = 3 Responds to agitated customers in a self-assured, professional manner, dealing directly with the issue and maintaining a focus on the problem to be solved. RATING = 4 2. EMPHASIS ON PEOPLE AND RELATIONSHIPS Likes to be around people; develops friendly, informal relationships easily with customers. RATING = 5 Flexible and open-minded in discussions with customers and work associates. RATING = 5 Shows initiative in responding to customer needs and expectations, and displays a commitment to satisfying the customer. RATING = 4 Seeks to develop and maintain cooperative, harmonious relationships with co-workers. RATING = 5 3. EMPHASIS ON PERFORMANCE Concentrates on work without becoming overly sociable with co-workers or customers. RATING = 3 Looks for new ways to improve job methods, activities, and communication. RATING = 3 Works quickly and displays eagerness without sacrificing accuracy and thoroughness. RATING = 4 Willingly accepts new ideas or changes in methods or procedures. RATING = 3 Strives to meet service and pick-up time commitments. RATING = 4 Can organize own time and activities to ensure that job priorities and performance standards are met. RATING = 4 4. TASK MANAGEMENT AND WORK HABITS Can cope with a variety of activities and expectations, and adapt to varying workloads and pressures within the service department. RATING = 3 Has the endurance not to tire easily and to remain responsive to customers throughout the working day. RATING = 3 Prepares necessary records and reports thoroughly and carefully. RATING = 4 Precise and thorough in documenting problems, in processing detail work to minimize errors and wasted time, and in following through on comebacks. RATING = 4 Remains calm and self-controlled even when subjected to the pressures of agitated customers or unusual work demands. RATING = 3 Respects and conforms to dealership policies, procedures, and methods. RATING = 5 5. LINKS TO INTERVIEW This person should have displayed a more active, energetic, and friendly attitude along with a degree of initiative during your interview. Wanting to be correct in handling all tasks and details and in complying with dealership expectations, this person would conscientiously work at providing responsive service. With enthusiasm and a positive desire to help others, this person is able to sell service in a friendly, assumptive manner. 6. SUITABILITY AND LIKELIHOOD OF SUCCESSFUL PERFORMANCE This person is a good fit with the job requirements. Motivated by the activities themselves and compatible with the behavioral expectations of the job, this person should perform effectively. But, even with solid management, the person's need to explore new opportunities may affect their willingness to remain in the job for any length of time. © P.P.I. Performance Potential Indicator - Designed & Hosted by Capitol Technologies