Verbal communication – the act of transmitting messages through spoken words. Exceptional/Superior: Thomas easily finds common ground with most clients. He is very good with words. Henry is not afraid of a demanding audience. He can find the right answer…

Non-verbal communication (body language) is unspoken aspect of communication, which includes facial expressions, gestures, posture, and eye movement. Exceptional/Superior: Henry knows how to identify positive and negative emotions in other people based on their facial expressions and gestures. James keeps…

Setting priorities is the ability to determine the most important tasks to ensure the effective working process. Exceptional/Superior: Henry focuses the greatest effort on projects with the biggest payoff. David objectively measures the benefits of every project in order to…

Telephone skills are essential for employees of the company’s contact center. They are needed to deliver excellent customer service over the phone. Exceptional/Superior: Jeremy is able to satisfy even the most quick-tempered clients over the phone. George is always prepared…

Safety at work is the condition of being protected from workplace accidents. Exceptional/Superior: Susan is a devoted safety supervisor who inspects the facility on a regular basis to prevent violation of the company’s standards and regulations. George plays a major…

Accuracy is the quality of fulfilling work without making any mistakes. Exceptional/Superior: Susan rechecks all the daily assignments carefully before handing them over to her subordinates. Henry is exceptionally systematic and meticulous with his business documents. He has never made…

Sales skills are a specific set of knowledge and abilities necessary for a salesperson to sell products or services. Exceptional/Superior: Gloria develops unique selling strategies based on the target audience. Michael has been the leading sales representative for several years.…

Conflict management is the set of practices aimed at reducing the negative effects of conflicts. Exceptional/Superior: Peter nips most conflicts in the bud. Gloria always finds a way to cheer up disappointed customers. Maria knows how to listen well. She…

Negotiation skills are required to negotiate better deals with the company’s partners and clients. Exceptional/Superior: Peter has successfully negotiated agreements that resulted in many new projects for our company. Helen has a talent for persuasion. Our clients agree with most…

The way employees respond to performance appraisals and coaching demonstrates their ability to handle feedback. Exceptional/Superior: Arthur accepts constructive criticism and applies it to become a better professional. James treats every coaching session as a learning opportunity. Gloria understands that…