Pleasantness, a key personality trait for the workplace

Patricia Grant-Kitson, Careers Writer

In today's highly competitive environment where gaining and keeping customers can present challenges to many organisations, providing exceptional customer service is a means to attaining that winning edge.

Offering such service require organisations to, first of all, acquire employees with the personality traits that enhance the customer-service offering, both internally and externally.

One key trait is that of pleasantness.

Pleasantness or agreeableness is one of the factors in the 'Big Five Personality Model' dimensions, which were gathered through the result of decades' worth of psychological research into personality.

This model, which began with the research of D.W. Fiske in 1949 and was later expended upon by other researchers, suggests that persons who are agreeable are better liked, and excel in interpersonally oriented careers such as customer service.

They are good team players and promote a harmonious work environment.

Persons are described as being "pleasant" when they are friendly, thoughtful, courteous, appeasing, and cooperative.

They usually have highly developed social skills and are pleasing to have around.

Good-natured greeting

Pleasantness at the workplace begins with the good-natured greeting, acknowledgement, and salute to co-workers and external customers, extends to the courteous, tactful, helpful, sociable, and camaraderie attitude displayed throughout the day, and concludes with the farewell, 'see-you-tomorrow' phrases indicative of our parting in good terms and continued good regard for others.

Would people describe you as being pleasant or agreeable? You will be regarded as such if you can answer affirmatively to most of the following questions:

Do you smile frequently?

Do you say "please" and "thank you" all the time?

Are you understanding of issues and challenges?

Do you listen attentively when persons are speaking to you?

Are you always willing to lend a helping hand or offer assistance to others?

Do you compliment other people?

Can you see and respond to the positive traits of others?

Are you tolerant of the negative traits of others?

Do you freely and easily apologise when appropriate?

Do you hold the door open for the person behind you?

Do you show empathy to persons who are emotionally traumatised?

In essence, pleasantness is the demonstration of good manners, good upbringing and refinement, and it is a key ingredient for getting along with others. Hence, it is a personality trait that must be developed for success in most careers.

Patricia Grant-Kitson is a human resource management and training consultant.

Pleasantness, a key personality trait for the workplace

patriciaktsn@yahoo.com