- Бородієнко, О.В. (2015) Method of expert evaluation in professional competency development system modelling Науковий вісник Ужгородського національного університету: Серія «Педагогіка. Соціальна робота», 35. pp. 35-38.
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Abstract
The potential of using of the expert evaluations method in competency model’s designing as the basis for creating the system of professional development of heads of the sale of communication services and customer service departments is revealed in the article. Analysis of the literature showed that the most valid methods of competency model’s designing that give the most reliable results are combined methods. The author proposes the technique of competency model’s designing comprising theoretical analysis (analysis of literature and functional analysis) and empirical stage, based on the method of expert evaluations. The technique of structured interview of experts based on G.Flanagan’s critical incidents method is justified in the article. The applied method of critical incidents as the basis of structured interviews with experts allowed to allocate a significant list of competencies, analysis and systematization of which allowed to design the competency model of heads of the sale of communication services and customer service departments, which reflects the specificity of their functional duties and derived from the company's strategic goals and expected results of their departments. The next step is ranging the most important competencies by the criteria of their impact on performance, determine their load factor, indicators of levels of study, technology of development and techniques of evaluation of skills.
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