Definition

The ability to identify, understand and meet the needs of others, anticipating their needs and working to meet them. It includes service and customer orientation characterized by attentive and cooperative attitudes.

Behavioral Indicators

• Invites the interlocutor to express him/herself with questions for verification, clarification, deepening
• Accommodates misunderstandings by directing the report to its resolution and reasoning
• Manifests propensity in establishing, developing and managing interpersonal relationships, relating to others with respect and fairness
• Is empathetic, understands the interlocutor's state of mind and adjusts his response (e.g., reassure the person)
• Modifies its work decisions in relation to user-customer needs, with a view to customer satisfaction

Details

• 5 Total applications
• 10 Total minutes