• 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.
• Coordination: Adjusting actions in relation to others` actions.
• Service Orientation: Actively looking for ways to help people.
• Persuasion: Persuading others to change their minds or behavior.
• Category Flexibility: The ability to generate or use different sets of rules for combining or
grouping things in different ways.
• Negotiation: Bringing others together and trying to reconcile differences.
• Judgment and Decision Making: Considering the relative costs and benefits of potential
actions to choose the most appropriate one.
• Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations
to make improvements or take corrective action.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It
does not involve solving the problem, only recognizing there is a problem.
• Selective Attention: The ability to concentrate on a task over a period of time without being
distracted.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems.
• ? Complex Problem Solving: Identifying complex problems and reviewing related information
to develop and evaluate options and implement solutions.
• Instructing: Teaching others how to do something.
• Active Listening: Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting at
inappropriate times.
