Communication, Emotional Intelligence, Knowledge, Technical Skill
To understand how we integrate human factors into operational peak performance, let’s look at the foundational behaviors that we bring to the table. The four primary areas are, Communication, Emotional Intelligence, Knowledge, and Technical Skills. Everyone possesses these, to a greater or lesser degree. The model shows that balanced integration yields peak performance.
Communication is at the top because it is the overarching mechanism of Human Factor effectiveness. Over ninety percent of interpersonal communication is outside the realm of linguistic semantics. Some say the words we use only account for about seven percent of the information transfer. So Communication is really about the transfer of information. It occurs orally, visually, aurally, and tactilely, through words and the way they are delivered, facial expression, body language, volume, and even the lack of those things. We all do it, whether we are aware of it or not. We must be able to consciously communicate the message we intend.
Emotional Intelligence is a relatively new way to quantify and qualify the effectiveness of interpersonal interaction. There are many facets to Emotional Intelligence and some discussion as to the importance and ranking of those facets. For now, the two major areas of influence are self-awareness and empathy. Greater self-awareness yields a greater capacity for empathy. Greater empathy, broadens and deepens your understanding and appreciation for those around you.
Knowledge is that accumulation of information from all areas and histories of our lives. It is stored in various parts of the brain. Some is available consciously in the neo-cortex, or upper brain, but much is stored in the lower parts of the brain such as the amygdala and is available in more reactionary responses. Knowing what knowledge, you have and where and how it will be available to you is as important as having the knowledge.
Technical Skills embody our ability to transfer our knowledge into appropriate action. Much of that ability is dependent on proper analysis, evaluation, and judgment associated with the particular challenge faced at that moment. So we see that merely “having good hands” is not enough to truly possess a high level of technical skill.