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Expert Services for a New Generation of Workers
Professional Service Groups strive to develop and provide the highest level of expertise in what we do. This is developed over a career that permits us to focus on a few select areas and gain deep knowledge of the subject. Over a period of years, patterns become recognizable and professionals draw upon prior experience and acquire deep expertise.
This happens across all professions, architects, engineers, consultants, and medical providers. Often, people will refer to this as “intuition” because an individual appears to instinctively know what will work and what will not.
So, how is expertise transferred to the next generation? One method is for the expert or more experienced professional to “think out loud”, essentially explaining his thought process to the novice. Another method emphasizes asking questions rather than giving answers so there is an active dialogue by which the novice gains the experience—the “Socratic method” of teaching.
An example of knowledge transfer comes from the medical profession’s use of rapid response teams who look for health issues before they become more serious. Less experienced personnel are encouraged to call in the rapid response team if they become uncomfortable with a patient’s condition although they may not know why. This process seeks to prevent further deterioraton and provides an opporuntiy for the expert to transfer knowledge.
Please comment on this issue and share how your firm addresses the knowledge transfer issue.
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