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Article
Publication date: 31 July 2020

Vickram Sahai

The paper aims to provide a coaching framework for the millennial workforce using the Functional Fluency model. The coach empowers the millennials by asking powerful questions on…

445

Abstract

Purpose

The paper aims to provide a coaching framework for the millennial workforce using the Functional Fluency model. The coach empowers the millennials by asking powerful questions on each of the nine modes of the model. This will support them in “being in-charge”, “being self”, and “being with-it” to improve their personal effectiveness in workplace and personal life.

Design/methodology/approach

The framework offers the coach indicative powerful question based on nine modes of Functional Fluency model for coaching the millennials to improve their personal effectiveness in workplace and personal life.

Findings

Coaching the millennials is about making them aware on the way they expend their energies. Based on a millennial’s need for coaching, a coach asks powerful questions from one or more modes and explores their story to elicit realistic options for the next best step.

Research limitations/implications

The coach must possess the appropriate credentials to be a coach and have the knowledge of Functional Fluency. The questions in the framework are indicative of the modes.

Practical implications

The framework provides the coach using the Functional Fluency model to ask powerful “what-how” questions on each of the nine modes to elicit realistic options for way forward with a millennial “coachee”.

Originality/value

The organizations are devising innovative methods on training & development for the millennials. Coaching them with powerful questions on Functional Fluency Model provides the value on improving their interpersonal effectiveness at workplace and in personal life as well.

Details

Development and Learning in Organizations: An International Journal, vol. 35 no. 2
Type: Research Article
ISSN: 1477-7282

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Article
Publication date: 2 July 2020

Vickram Sahai

This paper aims to provide leaders with language that can support them during crisis communication using the functional fluency model with positive 30 word descriptors or…

152

Abstract

Purpose

This paper aims to provide leaders with language that can support them during crisis communication using the functional fluency model with positive 30 word descriptors or adjectives to improve their effectiveness with the right words.

Design/methodology/approach

The functional fluency model has nine modes of communication. Five of them aid in effective communication, while four bring about ineffective communication. Each of the modes have six word descriptors or adjectives to best describe a specific mode. Hence, out of total 54 adjectives, 30 are associated with positive ways of communication. Based on these 30 word descriptors, indicative sentences are framed for positive communication.

Findings

Leaders can effectively use word descriptors from the “fabulous five” modes of structuring, nurturing, accounting, cooperative and spontaneous to word their responses. Moreover, they can be mindful of the word descriptors related to the negative modes.

Research limitations/implications

The sentences framed against the word descriptors/adjectives are indicative. However, versions can be framed suited to a particular situation.

Practical implications

The word descriptors of the functional fluency model supports practitioners of crisis communication and leaders to be functionally fluent in a crisis.

Originality/value

Effective communication can be a struggle during a crisis. It is here that the functional fluency model with its 30 adjectives associated with positive modes can help leaders with appropriate expressions.

Details

Strategic HR Review, vol. 19 no. 5
Type: Research Article
ISSN: 1475-4398

Keywords

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Article
Publication date: 27 May 2014

Vickram Sahai, Arvind Kumar Jain and P.C. Bahuguna

Training in interpersonal communication helps in enhancing customer service experience. The Functional Fluency model of transactional analysis provides training inputs by which…

2965

Abstract

Purpose

Training in interpersonal communication helps in enhancing customer service experience. The Functional Fluency model of transactional analysis provides training inputs by which employees can monitor their response with the customers and thereby improve this customer experience. The paper aims to discuss this issue.

Design/methodology/approach

The integration of the Functional Fluency model with “Gap 3” of the SERVAQUAL model.

Findings

The “Gap 3” in the SERVAQUAL model is about service delivery affected due to poor interpersonal communication by employees. Here the Functional Fluency model helps in identifying the dominant response style and the variables emergent for a group of frontline staff. This can help in designing training programs that will assist in employees enhancing their interpersonal communication from positive functioning and being cautious or exercise restraint on the negative functioning of Functional Fluency model.

Research limitations/implications

The research limitation is that since the model provides a pen-picture on the communication response style of a large group of employees on the 54 descriptors of the Functional Fluency model, a broad training program may be designed for the group. Second, a large group is sought for implication to take shape.

Practical implications

General communication response style may be identified for different groups and based on this a training module or program based on Functional Fluency may be designed specific to each group.

Originality/value

The importance of the Functional Fluency model in providing an evaluation and resolve on the nature of communication responses, during customer-employee interactions, to enhance service delivery in bridging the Gap 3 of the SERVAQUAL model.

Details

Industrial and Commercial Training, vol. 46 no. 4
Type: Research Article
ISSN: 0019-7858

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Article
Publication date: 3 June 2014

Vickram Sahai and Arvind Kumar Jain

The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service…

1827

Abstract

Purpose

The purpose of this study was to bridge the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training. A model of service quality is SERVQUAL, which measures the discrepancy between customer’s perceptions and expectation on the customer service. The dimensions of service quality here are evaluated from the customer’s point of view. Functional fluency as a model of transactional analysis identifies descriptors of interpersonal communication that helps employees improve their responses. Hence, to provide a clear training need assessment, the dimensions of service quality and descriptors of functional fluency must be mapped accordingly.

Design/methodology/approach

The semantic mapping of the dimensions of the service quality with descriptors of the functional fluency model.

Findings

Of the five dimensions of the SERVAQUAL model, four are behavioral and are mapped with four descriptors belonging to four different modes of the functional fluency model. The four modes are positive manner in which people can respond to improve service quality.

Research limitations/implications

The implication is the training needs that emerge by bridging the gap between SERVQUAL dimensions and functional fluency model for self-development.

Practical implications

This will provide an organization the training needs analysis for their employees for improving their interpersonal communication on service quality dimensions.

Originality/value

Bridging of the gap between customer’s assessment of service quality dimensions (SERVQUAL model) and the descriptors of training (functional fluency model).

Details

Strategic HR Review, vol. 13 no. 4/5
Type: Research Article
ISSN: 1475-4398

Keywords

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