Skills shortage? Employers should deal with it

Train your employees.

Most of us don’t think very hard about the basic skills we use in work each day – success in the modern workplace tends to be based on proficiencies and experience. Skills, however, are the foundation of proficiency and the OECD statistics released last week showed that the skills of the UK’s workforce are on the wane. The findings provoked furious finger-pointing in political, educational and business circles, but noticeably absent from the debate were the executives and small business owners for whom lack of skills in the workforce is not a theoretical problem, but a day-to-day issue of productivity and competitiveness.

Absent too was any sense of how the problem might be resolved. Even if we could magically conjure up the best school system in the world, it would take more than a generation for the workforce to renew itself completely. If business leaders are to ensure that our workforce has the skills to keep Britain’s companies internationally competitive, then we must accept that we cannot rely upon the schools system to turn out work-ready employees. It’s not the place of employers to teach basic literacy and numeracy skills but unwillingness to invest in the workforce will only exacerbate the problems that employers face.

The answer to a skills crisis is not to simplify jobs until they can be done by workers with no skills. That may have worked in the past, but consumer expectations and the service industries (wherein the majority of the UK’s low-skilled workers are employed) are changing, and those changes will require the opposite approach – building up workers’ skills so they can fulfil more complex roles. If business leaders respond proactively to these changes, then it may be that circumstances will bring about at least a partial solution to the UK’s skills shortage.

The first stages of such a process can already be observed taking place within large customer service operations, such as those serving banks, retailers and utilities. The way in which consumers interact with organisations like this has changed fundamentally, most obviously in their use of multiple communication channels (web, phone, social media etc). This immediately demands that staff handling enquiries have a much broader skillset, and a much greater degree of flexibility. In addition, consumers now have much higher expectations of how quickly requests ought to be resolved. In many industries, it’s no longer an option to have each step of a process carried out in different parts of the business. The only way to achieve the speed of response that consumers demand is to reduce the number of personnel involved. This means that any individual employee may handle an enquiry through any one of five or six communications channels, and then be required to collaborate with colleagues and use their own initiative to pursue and resolve the request itself.

Fulfilling multiple tasks in both customer-facing front-office and clerical back-office functions, employees with this type of mixed workload are often known as "middle office" workers, and are becoming more numerous. Their jobs are considerably more skilled than if workers were required to simply follow a call-centre script but they are not usually intended to be graduate positions. However, they do often require significant literacy, numeracy, problem solving and interpersonal skills, and it will do employers no good to wait for schools to improve their teaching of such skills. If they are to respond effectively to the expectations of today’s consumers, business leaders must invest in developing these skills amongst their employees. The good news is that modern eLearning and workforce management platforms make it economically viable to manage continuous personal development for a large number of employees.

This is a much greater level of investment than is normal in many service industries, but such investment is generally repaid in the form of lower staff turnover, fewer service glitches and much happier customers. In addition, a more skilled workforce is a more flexible workforce, better able to address fluctuating demands in different parts of a business, and a varied workstream allows mangers to spot those individuals who might have the aptitude and personality for leadership. Keeping track of the skills, capability and availability of a large number of staff calls for a sophisticated approach to workforce management, but the rewards far outweigh the costs. Millions of people are employed in clerical and customer service roles in the UK and a shift towards job roles with a greater degree of flexibility would make a significant contribution to building up the skills base of the UK’s workforce. That would be good for employees, good for companies, and good for the economy.

Photograph: Getty Images

Claire Richardson is VP at Verint

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Daniel Hannan harks back to the days of empire - the Angevin Empire

Did the benign rule of some 12th century English kings make western France vote Macron over Le Pen?

I know a fair amount about British politics; I know a passable amount about American politics, too. But, as with so many of my fellow Britons, in the world beyond that, I’m lost.

So how are we, the monolingual Anglophone opinionators of the world, meant to interpret a presidential election in a country where everyone is rude enough to conduct all their politics in French?

Luckily, here’s Daniel Hannan to help us:

I suppose we always knew Dan still got a bit misty eyed at the notion of the empire. I just always thought it was the British Empire, not the Angevin one, that tugged his heartstrings so.

So what exactly are we to make of this po-faced, historically illiterate, geographically illiterate, quite fantastically stupid, most Hannan-y Hannan tweet of all time?

One possibility is that this was meant as a serious observation. Dan is genuinely saying that the parts of western France ruled by Henry II and sons in the 12th century – Brittany, Normandy, Anjou, Poitou, Aquitaine – remain more moderate than those to the east, which were never graced with the touch of English greatness. This, he is suggesting, is why they generally voted for Emmanuel Macron over Marine Le Pen.

There are a number of problems with this theory. The first is that it’s bollocks. Western France was never part of England – it remained, indeed, a part of a weakened kingdom of France. In some ways it would be more accurate to say that what really happened in 1154 was that some mid-ranking French nobles happened to inherit the English Crown.

Even if you buy the idea that England is the source of all ancient liberties (no), western France is unlikely to share its political culture, because it was never a part of the same polity: the two lands just happened to share a landlord for a while.

As it happens, they didn’t even share it for very long. By 1215, Henry’s youngest son John had done a pretty good job of losing all his territories in France, so that was the end of the Angevins. The English crown reconquered  various bits of France over the next couple of centuries, but, as you may have noticed, it hasn’t been much of a force there for some time now.

At any rate: while I know very little of French politics, I’m going to go out on a limb and guess the similarities between yesterday's electoral map and the Angevin Empire were a coincidence. I'm fairly confident that there have been other factors which have probably done more to shape the French political map than a personal empire that survived for the length of one not particularly long human life time 800 years ago. Some wars. Industrialisation. The odd revolution. You know the sort of thing.

If Daniel Hannan sucks at history, though, he also sucks at geography, since chunks of territory which owed fealty to the English crown actually voted Le Pen. These include western Normandy; they also include Calais, which remained English territory for much longer than any other part of France. This seems rather to knacker Hannan’s thesis.

So: that’s one possibility, that all this was an attempt to make serious point; but, Hannan being Hannan, it just happened to be a quite fantastically stupid one.

The other possibility is that he’s taking the piss. It’s genuinely difficult to know.

Either way, he instantly deleted the tweet. Because he realised we didn’t get the joke? Because he got two words the wrong way round? Because he realised he didn’t know where Calais was?

We’ll never know for sure. I’d ask him but, y’know, blocked.

UPDATE: Breaking news from the frontline of the internet: 

It. Was. A. Joke.

My god. He jokes. He makes light. He has a sense of fun.

This changes everything. I need to rethink my entire world view. What if... what if I've been wrong, all this time? What if Daniel Hannan is in fact one of the great, unappreciated comic voices of our time? What if I'm simply not in on the joke?

What if... what if Brexit is actually... good?

Daniel, if you're reading this – and let's be honest, you are definitely reading this – I am so sorry. I've been misunderstanding you all this time.

I owe you a pint (568.26 millilitres).

Serious offer, by the way.

 

Jonn Elledge edits the New Statesman's sister site CityMetric, and writes for the NS about subjects including politics, history and Daniel Hannan. You can find him on Twitter or Facebook.

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