Use of assessment centers for diagnosing of levels of professional competence development of heads of departments in communication companies

Abstract

The principles of use of accesent centers in the implementation of the control and evaluation component of the system of development of professional competence of the heads of departments in communication companies (on the example of the heads of sale service and customer service departments) have been substantiated. In particular, the following principles were substantiated: complexity (application of several diagnostic procedures involving different types of activity - testing, self-evaluation, interviewing, performing of individual and group tasks, management fights, etc.), systematic registration (assuming the designing of the assessment center in such way, that the same component of competence has been evaluated at least twice), the principle of plurality of evaluative procedures (increasing the objectivity of diagnosis due to a combination of different methods), modeling (simulation of key characteristics of a professional context, or projective simulation that does not directly reflects the working context but allows for the display of professionally important qualities and individual behaviors for an individual). The methodology and algorithm of using the assessment centers for diagnosing the levels of development of the operational-activity component of the professional competence of the investigated category of managers is presented.