System of professional competence development of heads of structural subdivisions in communication companies

- Бородієнко, О.В. (2018) System of professional competence development of heads of structural subdivisions in communication companies Masters thesis, Інститут професійно-технічної освіти.

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Abstract

In the thesis, it is presented the results of theoretical analysis and the solution of the scientific problem concerning the justification of the pedagogical system of professional competence development of heads of the structural subdivisions in communication companies (on the example of heads of the structural subdivisions for sale services and customer services). The professional competence of heads of structural subdivisions in communication companies is represented as an integrative entity that reflects the system of professional knowledge, skills, values, professionally important personal qualities that determines its ability to successfully implement a complex of managerial tasks related to the organization of client-oriented work of structural subdivisions for sale services and customer services. Accordingly, the component structure of the professional competence of the specified category of managers is composed of value-motivational, intellectual-cognitive, operational-activity and subjective components. According to the goals and objectives, research on professional competence development of heads of structural subdivisions in communication companies was carried out in three stages. At the analytical and research stage (2013-2014), it was defin ed the conceptual-categorical apparatus of the research; it was made the analysis of the experience of Ukrainian and foreign scientists in solving scientific problem similar to the problems of research; it was studied the current issues in development and implementation of pedagogical systems aimed development of professional competence in Ukrainian and foreign communication companies; it was designed the model of competencies of heads of structural subdivisions for sale services and 10customer services; it was justified the pedagogical system of professional competence development of heads of structural subdivisions in communication companies (on the example of heads of structural subdivisions for sale services and customer services); it was determined the pedagogical conditions, structured the content, defined forms, methods and technologies of training, set the criteria, indicators and levels of development of components of professional competence as well as means of its diagnosing. At the development stage of the research (2014), the diagnosis of existing levels of development of components of professional competence of the investigated category of managers before and after the pedagogical impact was carried out; it was implemented the process of development of components of professional competence of managers - value-motivational, intellectual-cognitive, operational-activity, subjective according to the auther’s concept; experimental verification of the effectiveness of the pedagogical system for professional competence development of heads of the structural subdivisions in communication companies (on the example of heads of the structural subdivisions for sale services and customer services) was made. The research covered: 19 deputy directors on sale services and customer services and heads of departments for sale services and customer services of regional branches of PJSC "Ukrtelecom" and PJSC "Ukrposhta"; 84 customers of PJSC "Ukrposhta" and PJSC "Ukrtelecom"; 97 heads of different levels of Ukrainian enterprises, 403 heads of sale services and customer services departments of PJSC "Ukrtelecom" and 392 heads of sale services and customer services departments of PJSC "Ukrposhta", 5 experts of the Ukrtelecom Center for postgraduate training. At the generalization stage of the research (2015-2017), a synthesis of quantitative and qualitative data obtained during the development stage of the experiment was made; it was studied and explaned by comparative analysis the qualitative and quantitative changes in the levels of development of the components of professional competence of heads of structural subdivisions in communication companies, it was formulated general conclusions of the conducted experimental verification. 11According to the results of experimental work, it has been defined that the level of development of professional competence of heads of structural subdivisions in communication companies for each component has undergone significant changes. Scientific novelty of the obtained results is that: for the first time: - the author's conception of professional competence development of heads of structural subdivisions in communication companies, the basis of which is the position of integrated nature of their professional context, a combination of methodological approaches and principles of professional competence development, scientifically substantiated selection of content, forms, methods, innovative pedagogical technologies, which contributes to development of professional competence of the specified category of managers for the purpose of result oriented professional activity, is theoretically substantiated and developed; - the pedagogical system of professional competence development of heads of structural subdivisions in communication companies (on the example of heads of structural subdivisions for sale services and customer services) is theoretically substantiated and developed. It is based on system, competence, activity, praxeological, axiological, subjective and andragogical approaches and enables development of practical oriented knowledge, skills, values and guidance, professionally important personal qualities. The component structure of the system contains goals (strategic, tactical, operational); content (professional, organizational and managerial, andragogical, psychological, communicative components); technologies (coaching, technologies of blended learning, interactive e-learning technologies, innovative training technologies); methods (demonstration, illustration with the following discussion and reflection, video training, case method, upskilling, moderation, brainstorming, storytelling, explanation, mini-lecture, briefing, consultation, discussion, coaching); forms (e-learning, training, post-training support, forms of non-formal and informal training (benchmarking, analysis of own client experience, participation in strategic and foresight sessions, meetings and discussions); tools (content of distance courses, methodical materials for conducting trainings and 12coaching sessions with personnel, post-training support, self-assessment and assessment centers); - pedagogical conditions of professional competence development of heads of structural subdivisions in communication companies (increase of level of motivation for continuous professional development; updating of content of professional competence development on the basis of the model of competences; use of technologies of blended learning, coaching technologies and simulation techniques in training process, implementation of post-training support) to ensure positive dynamics of development of value-motivational, intellectual-cognitive, operational-activity and subjective components of professional competence were defined; - the model of professional competence development of heads of structural subdivisions in communication companies was substantiated. It is defined that the model has to be implemented at the enterprise level (which icludes implementation of the stages of goal-setting, creation of a model of competencies, design of a system for professional competence development, providing the training, evaluating the effectiveness and multiplication) and individual level (which icludes phased development of professional competence through e-learning, training process, post training support and self development). The model of professional competence development of heads of structural subdivisions in communication companies enables continuous professional development of their professional competence and implementation of acquired knowledge and skills into professional activities; it is improved: - content of professional competence development of heads of the structural subdivisions in communication companies; improvement is in the selection and structuring of content based on the use of a model of competencies; taking into account current and future needs of the enterprise; ensuring continuity of content in the process of blended learning ("distance course - training - post-training support"); reflection in content of the current professional context of their activity; ensuring the phased acquisition of knowledge (professional, psychological, andragogical, organizational and managerial), improvement of skills (professional, communicative, organizational 13and managerial, andragogical), values and attitudes (client orientation, performance-based activity, continuous professional development), taking into account personal qualities (perseverance , initiative, adaptability, self-regulation, ability to independently organize work, focus on the result, ability to accelerate learning, etc.); - technologies of professional competence development of heads of structural subdivisions in communication companies - coaching (for the purpose of implementation of training process, integration of coaching in content of organizational and managerial knowledge and skills development, use of coaching technologies for multiplication of the philosophy of performance in companies), technology of blended learning ("distance course - training - post-training support"), interactive technologies of e-learning, training technologies (business simulation). Improvement is to optimize the algorithm of pedagogical technologies, aimed at ensuring the effectiveness of pedagogical influences on personnel and the use of acquired knowledge and skills in the process of professional activity; - diagnostic tool for assessment the levels of development of components of professional competence of heads of structural subdivisions in communication companies. Improvement is to distinguish the criteria and indicators of development of professional competence - value-motivational (the system of value orientations and motives for the implementation of the result oriented professional activity), intellectual-cognitive (a knowledge basis for the implementation of effective professional activities, multiplication of experience in the subordinate structural subdivision, the ability to know, understand and solve professional problems and continue intellectual activity), operational-activity (set of skills necessary for the performance-oriented activity), subjective (set of professionally important qualities); got further development: the content of the concept of "professional competence of heads of the structural subdivisions for sale services and customer services in communication companies; development is to take into account the specifics of the context of their professional activities and to identify the specific intrinsic features of the concept: awareness of the leaders about the impact of their activities on the development of the enterprise; a belief 14in the need to implement a client-oriented approach; motivation of staff of the subordinate structural subdivision for continuous professional development; desire to improve professional competence; realization of purposeful planning and personal trajectory of professional development, analysis and reflection of its results. The practical value of the results of the research is to develop and implement into the practice of training centers in communication companies a complex of training and methodological support, which includes: distance courses "Quality service as a competitive advantage. Building effective relationships with customers","Modern Management Tools","Training of Trainers. Basic level " (corresponding curricula and programs, content of distance courses, assignments); training plans, training programs and scenarios of training cources "Standards of service", "Module 1. Skills in conducting business training", "Module 2. Improvement of skills in conducting business training", "Module 3. Conducting business training. In-depth level","Tools for effective management and motivation of sales staff"; methodical recommendations for the professional competence development of heads of structural subdivisions in communication companies. Methodological materials, training courses (e-courses and trainings) are directly implemented in the teaching and methodological work of corporate universities, postgraduate education centers, as well as in the educational process of higher education institutions, which train the future managers of communication companies and vocational education teachers.

Item Type:	Thesis (Masters)
Keywords:	professional competence, professional development, heads of structural subdivisions of communication companies, pedagogical system, intra-firm training.
Subjects:	Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 37 Education > 374 Education and training out of school. Further education Science and knowledge. Organization. Computer science. Information. Documentation. Librarianship. Institutions. Publications > 3 Social Sciences > 37 Education > 377 Specialized instruction. Vocational, technical, professional training. Vocational colleges, institutes. Polytechnics
Divisions:	Institute of Vocational Education > Foreign systems of vocational education and training Laboratory
Depositing User:	Олександра Бородієнко
Date Deposited:	14 Aug 2019 09:42
Last Modified:	14 Aug 2019 09:42
URI:	https://lib.iitta.gov.ua/id/eprint/716865

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