MODEL BUSINESS SERVICES SKILLS ASSESSMENT

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.