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.
Active Listening
Listening to others, not interrupting, and asking good questions.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Service Orientation
Looking for ways to help people.
Speaking
Talking to others.
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.
Reading Comprehension
Reading work-related information.
Active Learning
Figuring out how to use new ideas or things.
Writing
Writing things for co-workers or customers.
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.
Coordination
Changing what is done based on other people's actions.
Judgment and Decision Making
Thinking about the pros and cons of different options and picking the best one.
Social Perceptiveness
Understanding people's reactions.
Critical Thinking
Thinking about the pros and cons of different ways to solve a problem.
Therapy and Counseling
Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
Complex Problem Solving
Noticing a problem and figuring out the best way to solve it.
Monitoring
Keeping track of how well people and/or groups are doing in order to make improvements.
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.
Persuasion
Talking people into changing their minds or their behavior.
Learning Strategies
Using the best training or teaching strategies for learning new things.
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