Question 6

[vivianktran]

Question: What types of hiring recommendations would you make to find people better suited for theses jobs? What Big Five personality traits would be useful for the customer service responsibilities and emotional labor?

Types of hiring recommendations that would find people that are better suited for these jobs would be to NOT hire someone that does not have a general/somewhat knowledge in plumbing. For instance, if you are to hire a billing representative that does not know anything in the plumbing department, then that could cause a drift and miscommunication between the plumbers and other employees, also the customers that they serve. When looking for recommendations on who to hire for DrainFlow, it is best to find employees who have a strong background in what the specialize in (.i.e., plumbers, plumber assistants,office workers, and billing) what their main job is, and also a general sense of what the company's purpose is. 

Background of Big Five Model: The Big Five Model is a personality assessment model that taps into five basic dimensions-extroversion, agreeableness, conscientiousness, emotional stability and openness to stability. Extraversion is a personality dimension that describes someone who is sociable, gregarious, and assertive. Agreeableness is a personality dimension that describes someone who is good natured, cooperative, and trusting. Conscientiousness is a personality dimension that describes someone who is responsible, dependable, persistent, and organized. Emotional stability is a personality dimension that characterizes someone as calm, self-confident, secure (positive) versus nervous, depressed and insecure (negative). Openness to experience is a personality dimension that characterizes someone in terms of imagination, sensitivity, and curiosity. 

The Big Five personality traits that would be useful for customer service responsibilities and emotional labor would include conscientious,, which is most consistently related to job performance, because it would create better organized, disciplined, and drive employees.  In an occupation with many customer service responsibilities it is of the upmost importance that employees excel at their tasks. A situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work is called emotional labor. A Big Five personality trait useful for dealing with emotional labor would be emotional stability. Emotional Stability is the most strongly related to life satisfaction, job satisfaction, and low stress levels. High scorers are less likely to feel cognitive dissonance and experience fewer negative emotions.