Com as minhas desculpas por ser em inglês, mas também com a devida vénia aos autores, cito a seguinte passagem do Livro "Winning the Service Game" um dos meus "livros de cabeceira" desde que fui Key Account Manager nos CTT:
"Experienced leaders know that how someone’s qualifications look on paper isn’t necessarily how they will perform on the job. Skills can be developed, attitudes are more difficult.
Southwest Airlines’ hires for attitudes.
"We’ll train you on whatever it is you have to do,
but the one thing Southwest cannot change in people is inherent attitudes."
Perhaps he shared a flight with Paul Dickson who suggests:
"Never try to teach a pig to sing.
It wastes your time and it annoys the pig.“
When hiring, refer to your vision and ask: What kind of people will we need to accomplish our vision?"
São estas palavras que nos devem pôr a pensar quando estamos no processo de escolha de novos colaboradores...
Quantas vezes, de facto, as tomamos em atenção?
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