The Guide To Assessing The Multiple Skills Of Your Frontline
By Barbara Brown, PhD

Frontline staff that possess multiple skills is essential for any organization. Use the following assessment to determine the flexibility of your frontline:

Rating:

Answer YES or NO to the following questions:

My frontline staff …

_____ 1. Performs a limited range of tasks.

_____ 2. Have many distinct job classifications

_____ 3. Have responsibility for a small part of the work

_____ 4. Have a “we, they” attitude with management

_____ 5. Believe that managers should solve problems and make decisions

_____ 6. Is unwilling to share expertise

_____ 7. Expect supervisors to direct the work at all times

_____ 8. Regard proposed changes with reluctance and suspicion

_____ 9. Expect recognition and rewards to be linked to seniority

_____ 10. Performs a variety of tasks

_____ 11. have a single or just a few job classifications

_____ 12. Shares responsibility with others for completing the entire project or providing service

_____ 13. Recognize that a partnership exists among all employees and that everyone has a stake in the organization’s success

_____ 14. Believes that problem solving and decision-making is a shared activity

_____ 15. Is willing to share expertise

_____ 16. Expects supervisors to support and facilitate the work
_____ 17. Regards proposed changes as part of a new way of doing business using continuous process improvement

_____ 18. Expects recognition and rewards to be linked to group performance as well as individual performance

Score:

Items 1 through 9: Answers should be NO if you have a flexible frontline staff.

Items 2 through 18: Answers should be YES if you have a flexible frontline staff.

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