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.

Understanding written sentences and paragraphs in work-related documents.

Talking to others to convey information effectively.

The ability to read and understand information and ideas presented in writing.

The ability to listen to and understand information and ideas presented through spoken words and sentences.

The ability to communicate information and ideas in speaking so others will understand.

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.

Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.

Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.