Higher Education Strategy Associates

Tag Archives: Philology

June 12

The Nordstrom Philologist

People are always nattering on about skills for the new economy, but apart from some truly unhelpful ideas like “everyone should learn to code”, they are usually pretty vague on specifics about what that means.  But I think I have solved that.

What the economy needs – or more accurately, what enterprises (private and public) need – is more Nordstrom Philologists.

Let me explain.

One of the main consequences of the management revolutions of the last couple of decades has been the decline of middle-management.  But, as we are now learning, one of the key – if unacknowledged – functions of middle-management was to act as a buffer between clients and upper management on the one side, and raw new employees on the other.  By doing so, they could bring said new employees along slowly into the culture of the company, show them the ropes and hold their hands a bit as they gained in confidence and ability in dealing with new and unfamiliar situations.

But that’s gone at many companies now.  New employees are now much more likely to be thrown headfirst into challenging situations.  They are more likely to be dealing with clients directly, which of course means they have greater responsibility for the firm’s reputation and its bottom line.  They are also more likely to have to report directly to upper management, which requires a level of communication skills and overall maturity which many don’t have.

When employers say young hires “lack skills”, this is what they are talking about.  Very few complain that the “hard skills” – technical skills related to the specific job – are missing. Rather, what they are saying is they lack the skills to deal with clients and upper management.  And broadly, what that means is, they can’t communicate well and they can’t figure out how to operate independently without being at the (senior) boss’ door every few minutes asking “what should I do now”?

When it comes to customer service, everyone knows Nordstrom is king.  And a large part of that has to do with its staff and its commitment to customer care.  Communications are at the centre of what Nordstrom does, but it’s not communicating to clients; rather, it’s listening to them.  Really listening, I mean: understanding what clients actually want, rather than just what they ask for.  And then finding ways to make sure they get what they need.  That’s what makes clients and/or citizens feel valued.  And it’s what the best employees know how to provide.

And then there’s philology* – the study of written texts.  We don’t talk much about this discipline anymore in North America since its constituent parts have it’s been partitioned into history, linguistics, religious studies and a tiny little bit into art history (in continental Europe it retains a certain independence and credibility as an independent discipline).  The discipline consists essentially in constructing plausible hypotheses from extremely fragmentary information: who wrote the Dead Sea scrolls?  Are those Hitler diaries real?  And so on.   It’s about understanding cultural contexts, piecing together clues.

Which is an awful lot like day-to-day business.  There’s no possible way to learn how to behave in every situation, particularly when the environment is changing rapidly.  Being effective in the workplace is to a large degree about developing modes of understanding and action based on some simple heuristics and a constant re-evaluation of options as new data becomes available.  And philology, the ultimate “figure it out for yourself” discipline, is excellent training for it (history is a reasonably close second).

That’s pretty much it.  Nordstrom for the really-listening-to-client skills, philology for the figuring-it-out-on-your-own-and-getting-stuff-done skills.  Doesn’t matter what line of business you’re in, these are the competencies employers need.  And similarly, it doesn’t matter what field of study is being taught, these are the elements that need to be slipped into the curriculum.

*(On the off-chance you want to know more about philology, you could do a lot worse than James Turner’s Philology: The Forgotten Origins of the Modern Humanities.  Quite a useful piece on the history of thought).