Workplace Essential Skills are the foundation skills that everyone uses while performing the tasks required by their job. We draw on them while learning all other skills and they support and enhance our ability to innovate and adapt to workplace change.

Workplace essential skills:

Reading workplace text Oral communication Computer useDocument use Thinking skills Continuous learningWriting Working with others Numeracy

Workplace essential skills Snapshot for Customer Service Representatives

The following is intended as a brief snapshot of the Workplace Essential Skills that most Customer Ser-vice Representatives in Contact Centres need in order to be successful. It is only intended to get you think-ing about which Workplace Essential Skills your workers may use most, and which ones you might like to learn more about.

The three different ‘lights’ below are meant to indicate your comfort level with a statement that refers to your workers. Please read each statement and then check off the one you think applies.

Green light: I move confidently in this areaYellow light: I move with caution in this areared light: I have not started moving in this area

Green Light Yellow Light Red Light

I can read and interpret work-related documents like e-mail, HR updates, and policy, service and product manuals

I am comfortable reading out loud, from a script or from prompts

I can accurately fill in electronic documents while dealing with a customer on the telephone

For more information about Workplace essential skills, visit www.wem.mb.ca.

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Workplace ESSEntial SkillS

For more information about Workplace essential skills, visit www.wem.mb.ca.

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Green light Yellow light red light

I am able to locate information I need from lists, schedules, tables, graphs, maps and diagrams

I am comfortable navigating through multiple computer screens

I can write e-mails with correct grammar, punctuation and spelling that clearly and concisely convey my message

I am able to communicate with customers on the telephone using clear and professional language

I am confident that I have the listening skills required for me to determine the customer’s needs

I am comfortable building rapport with a customer on the telephone and keeping conversations moving for-ward in a positive and results-oriented manner

I am able to clarify customers’ requirements using such strategies as questioning, restating and summarizing information

I am able to remain conversational and maintain focus when up-selling or cross-selling to a customer

I have all the numeracy skills I need to carry out customer-specific requests

I am able to quickly and logically analyze and evaluate customer information in order to provide an appropriate solution

I am able to identify the nature of a problem, evaluate options and develop an appropriate solution when satisfying customer requests

I am comfortable dealing with challenging calls

I am confident that my decision-making skills are effective and timely

I organize my workstation for maximum efficiency

I am able to maintain focus and effectiveness while multi-tasking in an often hectic environment

I can remember standard company policies, products and services

I can find the information I need from such sources as co-workers, supervisors, company updates, product and service manuals and on-line resources

I am comfortable working independently, yet also working collaboratively as a team member

I am accurate when keyboarding

I am comfortable when new technologies are introduced in my workplace and have the skills I need to adapt

I look for and take advantage of training opportunities l l l