MODEL BUSINESS SERVICES SKILLS ASSESSMENTS

Reprinted with permission of Kathy Yamashiro
Office of the Chancellor for Community Colleges, University of Hawaii
The following forms were developed by the 1995 Business Services Committee working with a federal grant to implement the Hawaii School-to-Work Opportunities system. The assessment forms were designed for business services instruction. They can be used by others, however, as models for developing similar assessment tools for other disciplines.

Business Services Skills Assessment

Rating Scale
ADV Advanced -- exceeds standard; demonstrated superior skills
PRO Proficient -- meets standard; demonstrated satisfactory skills
ND Needs Development -- skill area needs development
NA Not Applicable -- performance was not observed

EMPLOYABILITY SKILLS

______ Professional Image:
Dresses appropriately for the job; employs practices to maintain a professional image; maintains poise in familiar and unfamiliar situations.

______ Attitude:
Exhibits a positive attitude, self-confidence, self-motivation; demonstrates a sense of pride in work assignments; receptive to new ideas, processes, and people.

______ Responsibility:
Displays dependability, arrives on time and ready to perform; completes assignments; and accepts responsibility for own actions.

______ Time Management:
Manages time and completes assignments on time, allocates time to activities including revisions; prepares and follows schedules.

______ Personal Improvement:
Demonstrates an interest in learning beyond current needs, and improving skills, at own initiative.

______ Ethics:
Demonstrates honesty, integrity, tactfulness, and discretion.

COMMUNICATION AND INTERACTIVE SKILLS

______ Group/Public:
Exchanges ideas in a variety of situations; conducts organized and effective meetings and presentations; participates in and facilitates group communication.

______ Oral/Verbal:
Speaks clearly and concisely using standard English; relays information accurately; speaks a second language. Avoids inappropriate uses of pidgin, slang, and profanity.

______ Non Verbal:
Demonstrates knowledge of cultural practices; uses professional posture; smiles; uses eye contact constructively.

______ Listening:
Differentiates messages from delivery; asks for clarification; utilizes active listening techniques; repeats instructions, messages, and understanding for confirmation.

______ Writing:
Prepares business-related documents using proper business style, format, and content including appropriate vocabulary, and inclusion of all necessary information; utilizes resources and finds good examples.

______ Reading:
Comprehends technological/industrial information, i.e., trades/industry-specific publications; follows written directions; expresses comprehension through restating or summarizing.

______ Client:
Communicates with clients politely and appropriately; records and delivers information clearly and accurately; delivers messages in a timely manner; manages conflicts in a calm, professional manner.

______ Interaction:
Interacts positively with people of both genders, all ages, different cultural backgrounds, and those with special needs; works cooperatively as a team member in group settings: offers ideas, information, and opinions; assumes a fair share of the work.

______ Creative Thinking:
Generates new ideas or innovative ways of doing things.

______ Problem Solving:
Identifies problems, evaluates information, and defines appropriate solutions; evaluates and selects the set of procedures, tools, and/or machines, including computers and software, which produce the desired results.

______ Information Gathering:
Identifies need for data, locates and organizes information from relevant sources, i.e., manuals, files, Internet, experts, publications, or creates it, and evaluates its relevance and accuracy; selects and analyzes information and communicates the results to others using oral, written, graphic, pictorial, or multimedia methods.

______ Quantitative Reasoning:
Utilizes mathematical concepts to appropriately estimate, measure, and calculate.

OTHER BUSINESS CORE SKILLS

______ Safety:
Follows safety rules; operates equipment properly; maintains safety equipment; understands OSHA rules and regulations.

______ Career Exploration:
Translates business career options into skills, knowledge, and experience necessary for employability; and formulastes career plan(s). Prepares for and interviews with poise and confidence.

______ Life Skills:
Utilizes analytical tools and technology such as computers, sapreadsheets, accounting/finance principles, and economic theory to plan, organize, and allocate personal resources.

SUPERVISORY/MANAGERIAL AND LEADERSHIP SKILLS

______ Management:
Coordinates project planning and organization; facilitates group effectiveness; provides motivation and encouragement.

______ Leadership:
Creates a vision/objective/goal; defines alternative paths for achievement; fosters a supportive climate.

INFORMATION AND COMPUTER TECHNOLOGY SKILLS

______ Information Technology:
Assesses information needs; evaluates hardware components, software applications, operating systems, and communication hardware; maintains operation and care of hardware and software. Utilizes on-line reference tools, word processing, spreadsheet, database, and multimedia applications to complete assignments.

GENERAL BUSINESS SKILLS

______ General Business:
Plans and operates a business, including creating the business structure; designing, producing, and marketing products and services; establishing human resource planning and policies; accounting for external environmental factors.

Business Services Skills Validation Forms
For people applying to or currently working in the business industry, evaluate the importance of the following workplace behaviors, skills, and knowledge.
ESSENTIAL IMPORTANT DESIRABLE NOT
APPLICABLE



____ ____ ____ ____ 1.
Presents a professional image.
____ ____ ____ ____ 2.
Demonstrates appropriate social skills in the workplace.
____ ____ ____ ____ 3.
Interacts positively with people of both genders and all ages.
____ ____ ____ ____ 4.
Demonstrates an understanding of and respect for diverse international customs, practices, and etiquette.
____ ____ ____ ____ 5.
Exhibits a positive attitude, self confidence, and self motivation.
____ ____ ____ ____ 6.
Demonstrates pride in work.
____ ____ ____ ____ 7.
Receptive to new ideas, processes, and people.
____ ____ ____ ____ 8.
Offers pertinent ideas, information, and opinions.
____ ____ ____ ____ 9.
Generates new ideas or innovative ways.
____ ____ ____ ____ 10.
Demonstrates honesty and integrity.
____ ____ ____ ____ 11.
Demonstrates tactfulness and discretion.
____ ____ ____ ____ 12.
Adapts to changing situations.
____ ____ ____ ____ 13.
Learns from mistakes.
____ ____ ____ ____ 14.
Arrives on time and ready to perform.
____ ____ ____ ____ 15.
Accepts responsibility for own decisions and actions.
____ ____ ____ ____ 16.
Recognizes performance strengths and weaknesses.
____ ____ ____ ____ 17.
Seeks ways to continuously improve self and performance.
____ ____ ____ ____ 18.
Completes work that is neat, accurate, and professionmal in appearance.
____ ____ ____ ____ 19.
Follows through on assignments to completion.
____ ____ ____ ____ 20.
Operates within scope of authority adhering to the organization's rules, regulations, and policies.
____ ____ ____ ____ 21.
Manages time and completes assignments on time.
____ ____ ____ ____ 22.
Anticipates problems.
____ ____ ____ ____ 23.
Considers factual information, constraints, and root causes in generating solution alternatives and solving problems.
____ ____ ____ ____ 24.
Seeks and utilizes relevant resources and examples.
____ ____ ____ ____ 25.
Utilizes mathematical concepts to complete assignments.
____ ____ ____ ____ 26.
Reads and follows oral and written instructions.
____ ____ ____ ____ 27.
Asks for clarification.
____ ____ ____ ____ 28.
Repeats instructions, messages, and understanding for confirmation.
____ ____ ____ ____ 29.
Records and relays information clearly and accurately.
____ ____ ____ ____ 30.
Communicates with internal and external customers politely and appropriately.
____ ____ ____ ____ 31.
Projects a positive impression on the telephone.
____ ____ ____ ____ 32.
Understands the impact of a lost customer.
____ ____ ____ ____ 33.
Handles complaints with empathy, tact, and poise.
____ ____ ____ ____ 34.
Manages conflict in a calm, professional manner.
____ ____ ____ ____ 35.
Speaks a second language.
____ ____ ____ ____ 36.
Works cooperatively as a team member.
____ ____ ____ ____ 37.
Comprehends and communicates the organization's vision/goals/objectives.
____ ____ ____ ____ 38.
Expresses thoughts and ideas succinctly.
____ ____ ____ ____ 39.
Adjusts communication and behavior to audience.
____ ____ ____ ____ 40.
Understands and uses common business vocabulary.
____ ____ ____ ____ 41.
Composes business documents which are clear, correct, and concise, using correct grammar, spelling, and punctuation.
____ ____ ____ ____ 42.
Prepares documents using proper business format.
____ ____ ____ ____ 43.
Coordinates projects.
____ ____ ____ ____ 44.
Acts as a facilitator.
____ ____ ____ ____ 45.
Fosters a cooperative environment: motivates and encourages.
____ ____ ____ ____ 46.
Provides leadership by creating a vision/goal.
____ ____ ____ ____ 47.
Organizes and leads discussions.
____ ____ ____ ____ 48.
Plans and presents effective presentations.
____ ____ ____ ____ 49.
Follows safety rules.
____ ____ ____ ____ 50.
Understands and complies with OSHA rules and regulations.
____ ____ ____ ____ 51.
Complies with environmental laws.
____ ____ ____ ____ 52.
Knowledgeable about current events and industry trends.
____ ____ ____ ____ 53.
Demonstrates an understanding of the relationship between international events and the daily conduct of business.
____ ____ ____ ____ 54.
Understands the interrelationship of the functions of business.
____ ____ ____ ____ 55.
Understands personal impact on business success.
____ ____ ____ ____ 56.
Experienced in planning and operating a (junior achievement type) business.
____ ____ ____ ____ 57.
Maintains the operations and care of computer hardware and software.
____ ____ ____ ____ 58.
Uses e-mail as a communication tool.
____ ____ ____ ____ 59.
Uses word processors to complete assignments.
____ ____ ____ ____ 60.
Uses spreadsheets to complete assignments.
____ ____ ____ ____ 61.
Uses databases to complete assignments.
____ ____ ____ ____ 62.
Uses desktop publishing software to complete assignments.
____ ____ ____ ____ 63.
Uses the Internet to complete assignments.
____ ____ ____ ____ 64.
Uses Networks (Local/Wide Area) to complete assignments.
____ ____ ____ ____ 65.
Applies computer procedures to restart and recover from situations such as system failures and viral infections.
____ ____ ____ ____ 66.
Understands legal violations and penalties pertaining to computer crimes.
____ ____ ____ ____ 67.
Evaluates and selects compatible computer hardware and software to meet needs.

For the general population, evaluate the importance of the following personal abilities and activities.
ESSENTIAL IMPORTANT DESIRABLE NOT
APPLICABLE



____ ____ ____ ____ 1.
Develops a career plan.
____ ____ ____ ____ 2.
Investigates occupational interests.
____ ____ ____ ____ 3.
Maintains a realistic profile of personal interests, strengths, and areas of improvement.
____ ____ ____ ____ 4.
Utilizes networks, interviews, and other employment strategies to secure employment.
____ ____ ____ ____ 5.
Understands employment procedures, rights, and responsibilities.
____ ____ ____ ____ 6.
Ability to develop and use a spending plan to meet personal financial goals.
____ ____ ____ ____ 7.
Ability to apply for and obtain different types of credit.
____ ____ ____ ____ 8.
Ability to compute and file individual income taxes.
____ ____ ____ ____ 9.
Ability to evaluate investments and to invest assets.
____ ____ ____ ____ 10.
Ability to develop an estate plan using wills, trusts, and other legal vehicles.
____ ____ ____ ____ 11.
Ability to locate resources and negotiate through legal processes and requirements for life events such as marriage, divorce, death, bankruptcy, and criminal and civil lawsuits.
____ ____ ____ ____ 12.
Ability to organize and execute purchase of real property.
____ ____ ____ ____ 13.
Ability to evaluate advertisements, products, and services to comparison comparison shop.
Extended definitions, resources, and other items are included in the hardcopy document that includes these assessment tools. They are, however, too long to include here.

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