How soft skills contribute to increasing SCI levels
by Fernanda Paes Arantes; Maria Silene Alexandre Leite; Antonio Cezar Bornia
International Journal of Services and Operations Management (IJSOM), Vol. 47, No. 3, 2024

Abstract: Staff attitudes, skills, and personality traits reflect in the way how the organisation executes its actions, with a direct impact on performance. However, little is known about the abilities needed to contribute to SCI levels. In this sense, this article seeks to show that, besides technical skills, there is also a set of soft skills needed to contribute to increasing the level of SCI. From an integrative review with systematic search, based on the search and selection process of ProKnow-C method references, it was possible to compile a set of soft skills that are essential for SCI. Some of them are more focused on management positions, and others that are fundamental for all positions within an organisation. The development of these abilities through human resource management practices tends to produce extremely positive results for SCI.

Online publication date: Tue, 12-Mar-2024

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