Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Monitoring
Keeping track of how well people and/or groups are doing in order to make improvements.
Psychology
Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
Learning Strategies
Using the best training or teaching strategies for learning new things.
Systems Evaluation
Measuring how well a system is working and how to improve it.
Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Education and Training
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Administrative
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Service Orientation
Looking for ways to help people.
Active Listening
Listening to others, not interrupting, and asking good questions.
Writing
Writing things for co-workers or customers.
Speaking
Talking to others.
Critical Thinking
Thinking about the pros and cons of different ways to solve a problem.
Negotiation
Bringing people together to solve differences.
Coordination
Changing what is done based on other people's actions.
Persuasion
Talking people into changing their minds or their behavior.
Complex Problem Solving
Noticing a problem and figuring out the best way to solve it.
Social Perceptiveness
Understanding people's reactions.
Reading Comprehension
Reading work-related information.
Judgment and Decision Making
Thinking about the pros and cons of different options and picking the best one.
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