When a job applicant comes into Len-Tex to fill out a job application, the front desk alerts the HR department of those who are polite and professionally-dressed so an HR staff member can walk by to say hello.
“We look for eye-contact, how they are dressed and present themselves and a friendly response,” says James Walker, director of human resources. “Applicants are judged on soft skills from the moment they arrive.”
About 90 percent of the job applicants fail, which typically costs them a chance at the job. “What we do here is not rocket science. We can train people to do what we require,” says Walker of the business, which manufactures commercial wall coverings in North Walpole. “But they don’t seem to realize their personality and soft skills impact their work environment.”
And Len-Tex is not alone. A 2010 survey of 40 advanced manufacturers conducted by the Governor’s Advanced Manufacturing Educational Advisory Council found more than 50 percent of companies reported new hires lacked problem-solving skills, critical thinking, effective communication, motivation and a strong work ethic.
Teaching Adults Soft Skills
For people looking for a job who are missing key soft skills, WorkReadyNH is there to help. The NH program was launched at the state’s seven community colleges in 2011 to address the skills gap in both soft skills and basic hard skills such as math, reading and problem solving. It was created in conjunction with former Gov. John Lynch’s office, the NH Department of Resources and Economic Development (DRED) and the NH Department of Employment Security.
Funded through DRED and a federal Trade Adjustment Assistance Community College and Career Training initiative (TAACCCT grant), there are presently 2,345 registered students in the WorkReadyNH program and 1,315 people have graduated. The program focuses on assisting those who are unemployed or underemployed.
WorkReadyNH includes a 60-hour soft skills classroom component that uses simulated work settings to teach skills including interviewing, communication, team building, customer service and how to act in meetings. About 60 percent of participants in WorkReadyNH are over the age of 41, and 82 percent are unemployed. The program is free for eligible participants.
“It is surprising the number of people who do not realize the importance soft skills have on their career, in both getting a job and keeping it,” says Beth Doiron, director of college access programs for the community college system. “And the lack of soft skills runs across all the age groups.”
Doiron says that though tech skills and a college degree may get you an interview, soft skills can determine if you get the job and keep it. Topping the list of soft skills taught in class are: communication skills, teamwork, adaptability, problem solving, critical thinking and conflict resolution.
WorkReadyNH participants take a test assessing their skills and receive remedial training in both basic hard skills and soft skills. Upon completion, these job seekers receive a nationally recognized certification, which they can show to potential employers.
A Stepping Stone to Success
Angela Roussel Roberge, owner of Accurate Staffing in Merrimack, places job candidates in the fields of IT and manufacturing and says that of the 10 applicants she may see per day, half will lack basic soft skills and won’t realize it.
Roberge says the younger set seem to lack communication skills and those over 40 seem to lack interpersonal skills. Roberge even warns potential employers that a candidate may need to brush up on their soft skills.
Creating Professionals
Soft skills are also being taught to younger students. Sheldon “Skip” Marsh, president and CEO of V&A Cleaning Systems in Rindge, visits middle and high school students statewide to offer a 45-minute session in a 12-foot by 8-foot “See IT Trailer” about the potential in manufacturing jobs, with a heavy emphasis on the soft skills needed to land a job.
An active member of the Society of Manufacturing Engineers (SME) Local Keene Chapter 124, which represents almost 20 regional companies, Marsh volunteers to take training on the road. Topics covered include critical thinking, actions and consequences, conflict resolution, how to best resolve issues respectfully, successful group dynamics, effective communication, and team work skills.
“Kids tend to overlook some of the basics in soft skills like understanding that arriving on time for work actually means arriving a few minutes early and being ready to start,” Marsh says. He adds that conflict resolution is a big topic for students.
“Students need to learn emotional control when things heat up. They don’t seem to realize that today many people work together as a team and effective communications and dealing well with conflict is vital to your career,” says another SME volunteer, Victor Kissell, senior production supervisor for Maxcess International in Keene. During the 2013-2014 school year, Marsh and Kissell reached over 1,000 students.