A run-of-the-mill, human resource management job description details tasks to be performed. A Results-Oriented Job Description is more powerful, rewarding, and thorough because it elevates the manager's and employee's attention to accomplishing important key results and outcomes.



The question guiding employee management should not be, "What does (or should) she do?" but instead, "What does (or should) she accomplish?"

A typical task-oriented customer service representative's job description states: "Answers the telephone." Instead, a thoughtful results-oriented style focuses attention on the job result that must be accomplished as a result of answering the telephone, in this way:

HELPS CUSTOMERS

by

answering the telephone.

Helping customers is the vital element. Obviously, the employee needs to be proficient at operating the telephone answering system as well as at interpersonal techniques for eliciting and delivering information, but most important, the spotlight needs to be on the customer. In a task-oriented job description, the customer is rarely even mentioned.

A three-line structure and the expected result in boldface caps is the best format for a Results-Oriented Job Description in order to focus attention on the key issues'a writing style that reduces the main points of attention to about a dozen key results instead of burying an employee in a mind-numbing laundry list of 20, 30 or more job tasks.

Related tasks can be easily and logically grouped to make more sense under a single result, such as:

RESOLVES PRODUCT PROBLEMS

by

clarifying customer complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Employees understand and appreciate the difference between fundamental tasks and uplifting results. With a better understanding of where their jobs fit into organization goals, where they're headed, and how success will be measured, employees can get more involved in their jobs, make better decisions when faced with unexpected demands and opportunities, and feel more satisfied for their efforts.

Managers can build an entirely different relationship with employees by starting with a focus on desired results. A broader goal, such as, helping customers, develops an entirely different conversation than does a narrow focus on answering the telephone. Employee training, such as programs on customer relationship management, takes on new meaning when supported by direct language in the job description.

Job requirements as expressed in the job description are the obvious basis for writing help wanted ads, stating job qualifications, interviewing job applicants, orienting new employees, planning job training, and appraising job performance. A results orientation rather than a task orientation gives new values, new meaning and surer commitment to these essential managerial actions.

Follow these simple steps to write a Results-Oriented Job Description:

1. Identify job responsibilities.

2. Group responsibilities into key areas.

3. For each key area, think about WHY the job tasks are performed; identify the outcome that must be accomplished as a result of performing the tasks.

4. Describe key job responsibilities using the results-by-duties, three-line formula as above: start with a concrete, active verb for the result on the first line; insert the connecting word "by" on a second line; use an "ing" verb for the tasks in the third line.

Don't waste your time writing a job description by starting with a blank screen. Get ideas by searching the internet or printed references, such as the Dictionary of Occupational Titles, for similar job titles. Be sure to check somewhat distant job titles even though you might expect to find only a responsibility or two that you can build into your job description. Examine current or proposed job procedures and job training curricula.

Most of what you will find, however, is job tasks, with a few results buried here and there; you'll have to add expected results. But clearer job expectations improve human resource management; a Results-Oriented Job Description expresses your unique organization values, expectations and requirements.