1. Making decisions regarding policy interpretation?
2. Assessing conflicting information and determining the best course of action to resolve the situation?
3. Performing precise manual mathematical calculations on paper or by calculator to correctly complete a task?
4. Gathering information, analyzing the situation, and determining the appropriate action to take?
5. Identifying suspicious situations/activities?
6. Resolving problems or issues where there is missing or incomplete information?
7. Researching and/or using appropriate resources to accomplish goals?
8. Reviewing information from a variety of sources and determining the benefits, costs and risks of alternative solutions and/or courses of action?
9. Verbally explaining or clarifying policies based on laws, rules, and regulations?
10. Explaining technical or other complex material in common, everyday language?
11. Reviewing and evaluating forms and/or other types of documents and making determinations regarding acceptance or rejection?
12. Searching out appropriate resources to help resolve conflicts or problems?
13. Analyzing and evaluating the effectiveness of programs, policies, or procedures?
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
15. Giving or receiving constructive feedback?
16. Verbally communicating with people that have a limited English vocabulary?
17. Communicating verbally with people with disabilities and/or other barriers?
18. Persuading or influencing others through the verbal explanation of data or issues? (e.g. policies, procedures, etc.)
19. Reading and interpreting written material and/or technical references?
20. Providing verbal instructions or directions to individuals related to assigned tasks to achieve progress on projects or assignments?
21. Preparing memos, letters, and correspondence to communicate with peers, supervisors, or the public?
22. Listening intently to others (e.g. investigating, counseling, etc.)?
23. Proofreading a variety of documents and written materials to verify the use of correct format, punctuation, grammar, syntax, and sentence structure?
24. Writing instruction manuals to clarify complex procedures?
25. Writing promotional material and/or brochures?
26. Writing reports or documents that included facts, conclusions, and/or persuasive arguments?
27. Successfully completing a critical writing course?
28. Successfully completing a course in communications?
SECTION C – Technical Skills
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience, whether at work or home, training and/or education do you have:
29. Using a personal computer?
30. Using word processing software (e.g. Microsoft Word, WordPerfect, etc.) to develop or format documents (e.g. memos, letters, and reports.)?
31. Using spreadsheet software to present data and information in an organized manner (e.g. Excel, Quatro Pro, Lotus, etc.)?
32. Using and navigating in database systems to extract information (e.g. access, Dbase, FoxPRO, etc.)?
33. Using computer based electronic mail to communicate with others?
34. Using computer based electronic calendaring to maintain your schedule?
35. Using a keyboard to enter information?
36. Using a 10-Key or a calculator?
37. Operating voicemail systems?
38. Operating a multi-line phone?
39. Successfully completing formal classroom training on the operations of a personal computer or software?
SECTION D – Interpersonal Skills
For the following section you may reference your personal or work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience, whether personal or work related, do you have:
40. Settling disputes through negotiations?
41. Holding a position in which you had to empathize with persons who are experiencing difficulties?
42. Resolving issues for dissatisfied customers?
43. Contacting customers to correct errors that have been made by the customer, yourself, or a co-worker?
44. Working with people from different countries and cultures?
45. Successfully dealing with difficult or hostile people?
46. Working in a team environment, with members from diverse backgrounds, to successfully complete a project or report?
47. Working cooperatively with people outside your immediate academic or work setting?
48. Successfully dealing with workplace issues related to employee relations?
49. Conducting or facilitating conflict resolution?
50. Understanding of the viewpoint and personal experiences of others?
51. Successfully completing a class in cultural diversity?
SECTION E – Customer Service
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
52. Assisting customers or clients in person or by telephone with the interpretation of policies and procedures, laws and/or rules?
53. Requiring you to work cooperatively and demonstrate flexibility?
54. Requiring you to do counseling, investigative, or other similar work?
55. Dealing with customers or clients that continually get off topic requiring you to control the conversation?
56. Performing accurate data entry while assisting customers or clients?
57. Consistently remaining calm, courteous, and tactful while handling problems or complaints?
58. Communicating in stressful situations (e.g. handling multiple requests, defending conflicting opinions/approaches, etc.)?
59. Effectively and professionally representing an organization to the public?
60. Handling a situation in which you had to communicate to others the consequences of their actions?
61. Formally presenting technical or other complex information to others without using jargon?
62. Representing an organization that has a negative public image?
63. Interacting with customers courteously after a previous negative customer interaction?
64. Patiently and thoroughly explaining rules, laws, policies and procedures in a work or academic setting?
65. Effectively dealing with customers in a professional manner?
66. Holding a position that required professional public contact related to problem solving?
67. Working on long-term projects or assignments, for more than 30 days, with a single customer, co-worker, or fellow student?
68. Working on short-term projects or assignments, for less than 30 days, with a single customer, co-worker, or fellow student?
69. Building rapport, by answering questions or providing assistance to others either in person or by telephone?
70. Successfully completing an employer sponsored customer service course?
SECTION F – Organizational Skills
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
71. Working in an environment where attention to detail and accuracy is essential to successful completion of assignments?
72. Maintaining accurate records in an academic or work setting?
73. Working with minimal supervision on multiple projects or assignments in order to successfully complete all assigned work?
74. Working under direct supervision on multiple assignments and completing them timely?
75. Applying organizational planning principles and concepts when assessing workload priorities?
Section G – Time Management
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
76. Working in an environment where you had to independently assess a situation that may require referral to a supervisor due to time constraints?
77. Conducting telephone conversations as efficiently as possible, without making callers feel rushed?
78. Working without supervision on multiple assignments and completing the assignments on time?
79. Developing alternate work plans due to setbacks or changing priorities to allow completion of a project or task on time?
80. Successfully completing an employer sponsored or academic class in time management?
SECTION H – Work Habits
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
81. Communicating in stressful situations (e.g. handling multiple requests, defending conflicting opinions/approaches, etc) in a teamwork or collaborative environment successfully?
82. Handling disruptions in work assignments and still continuing or completing work assignments in a timely manner?
83. Exercising initiative or taking independent action when circumstances demonstrate that additional research or actions are necessary to complete an assignment on a timely basis?
84. Identifying current or potential problems and recommending solutions?
85. Successfully changing tasks or learning new/non-routine tasks on short notice?
86. Working in a stressful environment while continuing and completing assignments?
87. Working in a structured chain of command environment?
88. Regularly interpreting and applying policies, procedures and rules for successful completion of work assignments?
89. Effectively keeping up to date and applying new information in a constantly changing environment?
SECTION I – Ethics and Leadership
For the following section you may reference your work experience whether paid, voluntary, or academic related, unless otherwise stated within the question.
What experience do you have:
90. Conveying to others that you will not be intimidated to do anything illegal or unethical?
91. Working on, or handling projects or information which required you to maintain confidentiality?
92. Reporting unusual or suspicious incidents?
93. Leading, inspiring, or motivating others (e.g. coaching, student body, community organizations, etc.)?
94. Building consensus and agreement within a group of individuals?
95. Controlling conversations, defending conflicting opinions, exhibiting confidence, persuading or influencing others?
96. Developing procedures or systems to help yourself or others complete work more effectively?
