In part I revealed that the 4Cs are Capability, Compatibility, Connectivity And Creativity.
In part 3 today I will explore the first C of capability.
Capability
“Skills, knowledge and talents are distinct elements of a person’s performance. The distinction being, that skills and knowledge can be taught whereas talents cannot… Talents are recurring patterns of thought, feeling or behaviour that can be productively applied… They are a person’s mental filters.”
This has implications when recruiting and developing people for any part of your organisation where customer advocacy is required; and of course you could say that that should be everyone!