Resource Human Management
H ADM 2211
Spring 2009
Mondays & Wednesdays 14:55-16:10
565 Statler Hall Instructor
Sean A. Way, Ph.D. Assistant Professor of Human Resource Management School of Hotel Administration Cornell University
EMPLOYEE SELECTION
GROUP HOMEWORK ASSIGNMENT 2 (10 POINTS) SELECTION METHODS: GROUP REPORTS & PRESENTATIONS DUE BEFORE 10:30, MONDAY, MARCH 2, 2009 GROUP REPORTS ARE DUE BEFORE 14:55, MONDAY, MARCH 2, 2009 ALL HANDOUTS MUST BE DISTRIBUTED BEFORE 14:55, MONDAY, MARCH 2, 2009 PRESENTATIONS SESSION A: 14:55-16:10, MONDAY, MARCH 2, 2009 PRESENTATIONS SESSION B: 14:55-16:10, WEDNESDAY, MARCH 4, 2009
ARE
POWERPOINT SLIDE PRESENTATIONS
GROUP II: COGNITIVE ABILITY & KNOWLEDGE TESTS
GROUP MEMBERS 1.MEMBER 1 2.MEMBER 2 3.MEMBER 3 4.MEMBER 4 5.MEMBER 5 6.MEMBER 6
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7.MEMBER 7
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SELECTION METHODS: GROUP REPORTS & PRESENTATIONS
Objectives 1. To examine the strengths and weaknesses of different selection methods. 2. To enhance your research skills. 3. To enhance your oral communication and presentation skills. Procedures GROUP II: COGNITIVE ABILITY & KNOWLEDGE TESTS Prior to the start of our February 25th class session (14:55-16:10, Wednesday, February 25, 2009) the class will divide itself into 10 groups (7 students per group). During our February 25th class session and prior to the start of our March 2nd class session (14:55, Monday, March 2, 2009) your group (Group II) will prepare a group report (follow the
informal-report (and memo) essentials guidelines posted on the H ADM 2211 Blackboard website) and a 10 minute (8 minute minimum; 10 minute maximum) group presentation (prepare PowerPoint slides & handouts) on cognitive ability and knowledge tests. Your
group's report (due before 14:55, Monday, March 2, 2009) & presentation (Monday, March 2, 2009 Time slot II is scheduled to start at approximately 15:10) will: 1. Describe cognitive ability and knowledge tests and give examples of each 2. Identify the strengths and weaknesses of cognitive ability and knowledge tests 3. Answer the following questions: a. Would these tests (cognitive ability and knowledge tests) be appropriate when selecting applicants for the job described in Exhibit A? Which test(s)? Why? b. Would these tests (cognitive ability and knowledge tests) be appropriate when selecting applicants for the job described in Exhibit B? Which test(s)? Why? c. Would these tests (cognitive ability and knowledge tests) be appropriate when selecting applicants for the job described in Exhibit C? Which test(s)? Why? Group Presentations Schedule Monday, March 2, 2009 15:00 (Time slot I) Group I Ability Tests 15:10 (Time slot II) Group II Cognitive Ability & Knowledge Tests 15:20 (Time slot III)Group III Work Samples 15:35 (Time slot IV) Group IV Assessment Centers 15:45 (Time slot V) Group V Personality Tests 15:55 (Time slot VI) Group VI Honesty/Integrity Tests Wednesday, March 4, 2009 15:00 (Time slot VII) Group VII Interviews 15:10 (Time slot VIII) Group VIII Behavioral Interviews 15:25 (Time slot IX) Group IX Stress Interviews 15:40 (Time slot X) Group X Situational Interviews Due Date & Times Professor Way must receive your group's Microsoft Office PowerPoint Presentation, entitled "Group II_GHA2", before 10:30, Monday, March 2, 2009 [Send "Group 3
II_GHA2" as an email attachment to [e-mail]]. All members of your group will be assigned a 1 point penalty (-1 Point) if your group's Microsoft Office PowerPoint Presentation is not properly named ("Group II_GHA2") or is not received by Professor Way before 10:30, Monday, March 2, 2009. A hardcopy of your group's report must be submitted to Professor Way before 14:55, Monday, March 2, 2009. All members of your group will be assigned a 3.0 point penalty (-3.0 Points) if a hardcopy of your group's report is not submitted to Professor Way before 14:55, Monday, March 2, 2009. Your group must distribute hardcopies of all its handouts to the class (require 69 hardcopies of each handout) before 14:55, Monday, March 2, 2009. All members of your group will be assigned a 1 point penalty (-1 Point) if your group does not distribute hardcopies of all its handouts to the class before 14:55, Monday, March 2, 2009.
Grading Group Presentation (7 Points). Your group's presentation will be assessed (evaluated) by your peers. Professor Way and his TAs will distribute your group's peer group presentation assessment (evaluation) sheets to your classmates prior to the start of your group's presentation. Note that you must complete a peer group presentation assessment (evaluation) sheet for each of the other nine groups (you will not assess your group's presentation). You will be assigned a 1 point penalty (-1 Point) for each peer group presentation assessment (evaluation) sheet that you do complete or that is not submitted to Professor Way or his TAs in a timely manner (at the end of each class session) Group Reports (3 Points). Based on your group's assigned tasks described above (see Professor Way), your group's report will be graded by Professor Way. Some Helpful Reminders and Notes 1. Read all assigned reading before starting Group Homework Assignment 2. Read the Group Homework Assignment 2 instructions and notes provided (including Exhibit A, B, and C) very carefully. 2. Follow the informal-report (and memo) essentials guidelines; for your reference a summary note prepared by Professor Craig Snow has been posted on the H ADM 2211 Blackboard website. 3. On the first page of your group's report, only the following statement should appear with each group member's signature (Also, be sure to type each group member's name beside his/her signature): "By our signatures below, we confirm that we have upheld the Cornell Code of Academic Integrity, and we have neither given nor received any unauthorized assistance or aide on this assignment." ________________________________________ ________________________________________ ________________________________________ TYPE GROUP MEMBER 1's NAME HERE TYPE GROUP MEMBER 2's NAME HERE TYPE GROUP MEMBER 3's NAME HERE 4
________________________________________ ________________________________________ ________________________________________ ________________________________________
TYPE GROUP MEMBER 4's NAME HERE TYPE GROUP MEMBER 5's NAME HERE TYPE GROUP MEMBER 6's NAME HERE TYPE GROUP MEMBER 7's NAME HERE
4. The H ADM 2211 textbook and supplemental notes provide useful information. 5. Your group is expected to conduct some outside research.
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EXHIBIT A Excerpts from the O*NET Summary Report for 43-4081.00 - Hotel, Motel, and Resort Desk Clerks
Accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
Tasks Greet, register, and assign rooms to guests of hotels or motels. Verify customers' credit, and establish how the customer will pay for the accommodation. Keep records of room availability and guests' accounts, manually or using computers. Compute bills, collect payments, and make change for guests. Perform simple bookkeeping activities, such as balancing cash accounts. Issue room keys and escort instructions to bellhops. Review accounts and charges with guests during the check out process. Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually, or by using computers. Transmit and receive messages, using telephones or telephone switchboards. Contact housekeeping or maintenance staff when guests report problems.
Tools & Technology Tools used in this occupation: Automated attendant systems -- Automated telephone answering systems Automatic call distributor ACD -- Automated call distributors ACD Centrex phone consoles -- Centrex phone consoles Music or message on hold player -- On hold players Personal computers -- Personal computers Premise branch exchange PBX systems -- Private automatic branch exchange PABX systems Standalone telephone caller identification -- Telephone call identification systems Voice mail systems -- Voice mail systems Technology used in this occupation: Data base user interface and query software -- Incident tracking software Facilities management software -- ASI FrontDesk; InnQuest roomMaster; Ramesys Hotel software; Resort Data Processing software Knowledge 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. Administration and Management -- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Clerical -- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
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English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Mathematics -- Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications. Sales and Marketing -- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. Skills 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. Speaking -- Talking to others to convey information effectively. Service Orientation -- Actively looking for ways to help people. Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do. Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension -- Understanding written sentences and paragraphs in work related documents. Instructing -- Teaching others how to do something. Mathematics -- Using mathematics to solve problems. Coordination -- Adjusting actions in relation to others' actions. Monitoring -- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. Abilities Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression -- The ability to communicate information and ideas in speaking so others will understand. Speech Clarity -- The ability to speak clearly so others can understand you. Near Vision -- The ability to see details at close range (within a few feet of the observer). Speech Recognition -- The ability to identify and understand the speech of another person. Written Comprehension -- The ability to read and understand information and ideas presented in writing. 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. Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Written Expression -- The ability to communicate information and ideas in writing so others will understand. Information Ordering -- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures,
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mathematical operations). Work Activities Performing for or Working Directly with the Public -- Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests. Interacting With Computers -- Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. Communicating with Supervisors, Peers, or Subordinates -- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Getting Information -- Observing, receiving, and otherwise obtaining information from all relevant sources. Resolving Conflicts and Negotiating with Others -- Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems. Documenting/Recording Information -- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. Communicating with Persons Outside Organization -- Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or email. Assisting and Caring for Others -- Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time. Overall Experience Job Zone Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed. For example, a teller might benefit from experience working directly with the public, but an inexperienced person could still learn to be a teller with little difficulty. Employees in these occupations need anywhere from a few months to one year of working with experienced employees.
Job Training Education
These occupations usually require a high school diploma and may require some vocational training or job-related course work. In some cases, an associate's or bachelor's degree could be needed. There is 1 recognized apprenticeable specialty associated with this occupation Hotel Associate To learn about specific apprenticeship opportunities, please consult the U.S. Department of Labor State Apprenticeship Information website. For general information about apprenticeships, training, and partnerships with business, visit the U.S. Department of Labor Office of Apprenticeship Training, Employer and Labor Services (OATELS) website.
Work Styles Dependability -- Job requires being reliable, responsible, and dependable, and fulfilling obligations.
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Self Control -- Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Cooperation -- Job requires being pleasant with others on the job and displaying a goodnatured, cooperative attitude. Concern for Others -- Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. Integrity -- Job requires being honest and ethical. Attention to Detail -- Job requires being careful about detail and thorough in completing work tasks. Stress Tolerance -- Job requires accepting criticism and dealing calmly and effectively with high stress situations. Adaptability/Flexibility -- Job requires being open to change (positive or negative) and to considerable variety in the workplace. Independence -- Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Social Orientation -- Job requires preferring to work with others rather than alone, and being personally connected with others on the job. 353022.00 353041.00 393031.00 412021.00 432021.02 434031.03 434171.00 434181.01 Related Occupations Counter Attendants, Cafeteria, Food Concession, and Coffee Shop Food Servers, Nonrestaurant Ushers, Lobby Attendants, and Ticket Takers Counter and Rental Clerks Central Office Operators License Clerks Receptionists and Information Clerks Travel Clerks Wages & Employment National Trends $8.54 hourly, $17,760 annual 195,000 employees Average (10-20%)
Median wages (2004) Employment (2004)
Projected growth (20042014)
Projected need (2004-2014) 121,000 additional employees
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EXHIBIT B Excerpts from the O*NET Summary Report for 39-1011.00 - Gaming Supervisors
Supervise gaming operations and personnel in an assigned area. Circulate among tables and observe operations. Ensure that stations and games are covered for each shift. May explain and interpret operating rules of house to patrons. May plan and organize activities and create friendly atmosphere for guests in hotels/casinos. May adjust service complaints.
Tasks Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service. Observe gamblers' behavior for signs of cheating such as marking, switching, or counting cards; notify security staff of suspected cheating. Maintain familiarity with the games at a facility, and with strategies and tricks used by cheaters at such games. Perform paperwork required for monetary transactions. Resolve customer and employee complaints. Greet customers and ask about the quality of service they are receiving. Establish and maintain banks and table limits for each game. Monitor stations and games, and move dealers from game to game to ensure adequate staffing. Report customer-related incidents occurring in gaming areas to supervisors. Explain and interpret house rules, such as game rules and betting limits, for patrons.
Knowledge 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. Mathematics -- Knowledge arithmetic, of algebra, geometry, calculus, statistics, and their applications. Administration and Management -- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Education and Training -- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects. Public Safety and Security -- Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions. Law and Government -- Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process. Psychology -- Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders. English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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Personnel and Human Resources -- Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Skills Mathematics -- Using mathematics to solve problems. 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. Service Orientation -- Actively looking for ways to help people. Monitoring -- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. Speaking -- Talking to others to convey information effectively. Social Perceptiveness -- Being aware of others' reactions and understanding why they react as they do. Judgment and Decision Making -- Considering the relative costs and benefits of potential actions to choose the most appropriate one. Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Management of Personnel Resources -- Motivating, developing, and directing people as they work, identifying the best people for the job. Abilities 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. Oral Expression -- The ability to communicate information and ideas in speaking so others will understand. Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences. Deductive Reasoning -- The ability to apply general rules to specific problems to produce answers that make sense. Near Vision -- The ability to see details at close range (within a few feet of the observer). Information Ordering -- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Speech Clarity -- The ability to speak clearly so others can understand you. Speech Recognition -- The ability to identify and understand the speech of another person. Written Comprehension -- The ability to read and understand information and ideas presented in writing. Work Activities Communicating with Supervisors, Peers, or Subordinates -- Providing information to
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supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Performing for or Working Directly with the Public -- Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests. Guiding, Directing, and Motivating Subordinates -- Providing guidance and direction to subordinates, including setting performance standards and monitoring performance. Resolving Conflicts and Negotiating with Others -- Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems. Evaluating Information to Determine Compliance with Standards -- Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards. Coaching and Developing Others -- Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time. Training and Teaching Others -- Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others. Documenting/Recording Information -- Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. Overall Experience Job Zone Some previous work-related skill, knowledge, or experience may be helpful in this occupation, but usually is not needed. For example, a gaming supervisor might benefit from experience working directly with the public, but an inexperienced person could still learn to be a gaming supervisor with little difficulty. Employees in these occupations need anywhere from a few months to one year of working with experienced employees. This occupation usually requires a high school diploma and may require some vocational training or job-related course work. In some cases, an associate's or bachelor's degree could be needed.
Job Training Education
Work Styles Integrity -- Job requires being honest and ethical. Self Control -- Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. Stress Tolerance -- Job requires accepting criticism and dealing calmly and effectively with high stress situations. Dependability -- Job requires being reliable, responsible, and dependable, and fulfilling obligations. Cooperation -- Job requires being pleasant with others on the job and displaying a goodnatured, cooperative attitude. Adaptability/Flexibility -- Job requires being open to change (positive or negative) and to considerable variety in the workplace.
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Attention to Detail -- Job requires being careful about detail and thorough in completing work tasks. Leadership -- Job requires a willingness to lead, take charge, and offer opinions and direction. Social Orientation -- Job requires preferring to work with others rather than alone, and being personally connected with others on the job. Concern for Others -- Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. 113061.00 119141.00 131111.00 Purchasing Managers Related Occupations ;
Property, Real Estate, and Community Association Managers Management Analysts Wages & Employment Trends: National $19.75 hourly, $41,080 annual 38,000 employees Average (10-20%) 14,000 additional employees
Median wages (2004) Employment (2004)
Projected growth (2004-2014) Projected need (2004-2014)
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EXHIBIT C O*NET Summary Report for 11-2021.00 - Marketing Managers
Determine the demand for products and services offered by a firm and its competitors and identify potential customers. Develop pricing strategies with the goal of maximizing the firm's profits or share of the market while ensuring the firm's customers are satisfied. Oversee product development or monitor trends that indicate the need for new products and services.
Tasks Develop pricing strategies, balancing firm objectives and customer satisfaction. Identify, develop, and evaluate marketing strategy, based on knowledge of establishment objectives, market characteristics, and cost and markup factors. Evaluate the financial aspects of product development, such as budgets, expenditures, research and development appropriations, and return-oninvestment and profit-loss projections. Formulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managers. Direct the hiring, training, and performance evaluations of marketing and sales staff and oversee their daily activities. Negotiate contracts with vendors and distributors to manage product distribution, establishing distribution networks and developing distribution strategies. Consult with product development personnel on product specifications such as design, color, and packaging. Compile lists describing product or service offerings. Use sales forecasting and strategic planning to ensure the sale and profitability of products, lines, or services, analyzing business developments and monitoring market trends. Select products and accessories to be displayed at trade or special production shows. Tools & Technology
Tools used in this occupation: Desktop computers -- Desktop computers Notebook computers -- Notebook computers Personal computers -- Personal computers Personal digital assistant PDAs or organizers -- Personal digital assistant PDAs Tablet computers -- Tablet computers Technology used in this occupation: Analytical or scientific software -- ClickTracks software; Nedstat Sitestat; Online advertising reporting software Data base user interface and query software -- Database software (user interface and query feature); Databox software; Microsoft Access; Structured query language SQL Electronic mail software -- Electronic mail software; Listserv software; Microsoft 14
Outlook Enterprise resource planning ERP software -- SAP software Project management software -- Atlas OnePoint GO TOAST; Microsoft Project Knowledge Sales and Marketing -- Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems. 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. English Language -- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Administration and Management -- Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Communications and Media -- Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media. Psychology -- Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders. Computers and Electronics -- Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Education and Training -- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects. Clerical -- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology. Personnel and Human Resources -- Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems. Skills Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Coordination -- Adjusting actions in relation to others' actions. Active Learning -- Understanding the implications of new information for both current and future problem-solving and decision-making. Reading Comprehension -- Understanding written sentences and paragraphs in work 15
related documents. Speaking -- Talking to others to convey information effectively. Writing -- Communicating effectively in writing as appropriate for the needs of the audience. Judgment and Decision Making -- Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management -- Managing one's own time and the time of others. Negotiation -- Bringing others together and trying to reconcile differences. Persuasion -- Persuading others to change their minds or behavior. Abilities Written Comprehension -- The ability to read and understand information and ideas presented in writing. Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression -- The ability to communicate information and ideas in speaking so others will understand. Speech Clarity -- The ability to speak clearly so others can understand you. Deductive Reasoning -- The ability to apply general rules to specific problems to produce answers that make sense. Fluency of Ideas -- The ability to come up with a number of ideas about a topic (the number of ideas is important, not their quality, correctness, or creativity). Inductive Reasoning -- The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Speech Recognition -- The ability to identify and understand the speech of another person. 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. Written Expression -- The ability to communicate information and ideas in writing so others will understand. Work Activities Communicating with Persons Outside Organization -- Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail. Communicating with Supervisors, Peers, or Subordinates -- Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Making Decisions and Solving Problems -- Analyzing information and evaluating results to choose the best solution and solve problems. 16
Establishing and Maintaining Interpersonal Relationships -- Developing constructive and cooperative working relationships with others, and maintaining them over time. Interacting With Computers -- Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. Getting Information -- Observing, receiving, and otherwise obtaining information from all relevant sources. Organizing, Planning, and Prioritizing Work -- Developing specific goals and plans to prioritize, organize, and accomplish your work. Selling or Influencing Others -- Convincing others to buy merchandise/goods or to otherwise change their minds or actions. Judging the Qualities of Things, Services, or People -- Assessing the value, importance, or quality of things or people. Processing Information -- Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. Overall Experience Job Training Education Job Zone A minimum of two to four years of work-related skill, knowledge, or experience is needed for this occupation. Employees in this occupation usually need several years of workrelated experience, on-the-job training, and/or vocational training. Most of these occupations require a four-year bachelor's degree, but some do not.
Work Styles Leadership -- Job requires a willingness to lead, take charge, and offer opinions and direction. Adaptability/Flexibility -- Job requires being open to change (positive or negative) and to considerable variety in the workplace. Initiative -- Job requires a willingness to take on responsibilities and challenges. Integrity -- Job requires being honest and ethical. Persistence -- Job requires persistence in the face of obstacles. Dependability -- Job requires being reliable, responsible, and dependable, and fulfilling obligations. Achievement/Effort -- Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. Independence -- Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done. Cooperation -- Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. Social Orientation -- Job requires preferring to work with others rather than alone, and 17
being personally connected with others on the job. 112011.00 112022.00 131022.00 273031.00 419011.00 Related Occupations Advertising and Promotions Managers Sales Managers Wholesale and Retail Buyers, Except Farm Products Public Relations Specialists Demonstrators and Product Promoters
Wages & Employment Trends: National Median wages (2004) $43.49 hourly, $90,450 annual Employment (2004) Projected growth (2004-2014) Projected need (2004-2014) 188,000 employees Faster than average (21-35%) 74,000 additional employees
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