In writing this blog I have responded to a very interesting and inspiring article—10 things that define a true professional—posted by Alan Norton, originally at techrepublic.com. Since I am suggesting yet another trait, this response is equally good as a stand-alone blog.
Any one, exercising the attributes suggested by Alan Norton, could genuinely pride herself/himself as a true professional. HR managers of most companies would be too happy to hire people who show a great promise for self-discipline in thought and in action. But can they act as true professionals all the time while working within a company’s policy framework as reflected in the top management’s day-to-day actions—or lack of action—rather than in formal mission or value statements?
My empirical research—spanning 200 customer service professionals, 12 companies and a period of over three years—has revealed that the strongly emerging age of customer capitalism has given rise to a serious internal conflict of real and postured priorities, that brings the company’s declared mission and core values under question. This phenomenon also raises doubts about the company’s real KPAs and therefore, it induces distorted perception of the employees’ self-interest. In my view this cultural churn is best described as organizational schizophrenia, which undoubtedly impacts the quality of service adversely. (The book shown in my profile picture: Organizational Schizophrenia: Impact on Customer Service Quality details how the malaise spreads all the way down).
I have known of the professionals who, even at the risk of getting on the wrong side, made out a spirited case and have succeeded in getting their top management to consciously exercise a rigour of discipline to block schizophrenia from creeping in to the company.
Should taking a reasoned stand against any wrong doing within the company be also one of the traits of the true professionals? Philip Roth strongly endorses this trait when he says: “Unless one is inordinately fond of subordination, one is always at war”.