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.
Negotiation
Bringing people together to solve differences.
Active Listening
Listening to others, not interrupting, and asking good questions.
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.
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.
Critical Thinking
Thinking about the pros and cons of different ways to solve a problem.
Monitoring
Keeping track of how well people and/or groups are doing in order to make improvements.
Service Orientation
Looking for ways to help people.
Writing
Writing things for co-workers or customers.
Speaking
Talking to others.
Sociology and Anthropology
Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
Persuasion
Talking people into changing their minds or their behavior.
Judgment and Decision Making
Thinking about the pros and cons of different options and picking the best one.
Time Management
Managing your time and the time of other people.
Coordination
Changing what is done based on other people's actions.
Reading Comprehension
Reading work-related information.
Active Learning
Figuring out how to use new ideas or things.
Instructing
Teaching people how to do something.
Complex Problem Solving
Noticing a problem and figuring out the best way to solve it.
Systems Evaluation
Measuring how well a system is working and how to improve it.
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