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>First-Line Supervisors of Personal Service Workers
First-Line Supervisors of Personal Service Workers
Overview
Demand
Core Tasks
Technology Skills
Tools Used
Top 10 Knowledge Required
Top 10 Skills
Top 10 Abilities
Top 10 Work Activities
Detailed Work Activities
Work Context
Education
Majors
Interests
Top 10 Work Styles
Work Values
Related Careers
Overview
Job Zone Three: Medium Preparation Needed
Experience
Previous work-related skill, knowledge, or experience is required for these occupations. For example, an electrician must have completed three or four years of apprenticeship or several years of vocational training, and often must have passed a licensing exam, in order to perform the job.
Education
Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
Examples
These occupations usually involve using communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include hydroelectric production managers, travel guides, electricians, agricultural technicians, barbers, court reporters, and medical assistants.
Supervise and coordinate activities of personal service workers.
Demand
Core Tasks
Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
Observe and evaluate workers' appearance and performance to ensure quality service and compliance with specifications.
Recruit and hire staff members.
Resolve customer complaints regarding worker performance or services rendered.
Train workers in proper operational procedures and functions and explain company policies.
Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance.
Meet with managers or other supervisors to stay informed of changes affecting operations.
Take disciplinary action to address performance problems.
Apply customer feedback to service improvement efforts.
Requisition necessary supplies, equipment, or services.
Direct marketing, advertising, or other customer recruitment efforts.
Participate in continuing education to stay abreast of industry trends and developments.
Inform workers about interests or special needs of specific groups.
Technology Skills
Technology
Example
Hot Technology
Tools Used
Tool
Example
Top 10 Knowledge Required
Customer and Personal Service
94%
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
77%
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.
English Language
77%
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Education and Training
71%
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Personnel and Human Resources
70%
Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
Psychology
64%
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.
Clerical
63%
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.
Sales and Marketing
59%
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.
Mathematics
58%
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Public Safety and Security
57%
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.
Top 10 Skills
Active Listening
78%
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.
Critical Thinking
78%
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Management of Personnel Resources
75%
Motivating, developing, and directing people as they work, identifying the best people for the job.
Social Perceptiveness
75%
Being aware of others' reactions and understanding why they react as they do.
Speaking
75%
Talking to others to convey information effectively.
Coordination
73%
Adjusting actions in relation to others' actions.
Time Management
73%
Managing one's own time and the time of others.
Persuasion
70%
Persuading others to change their minds or behavior.
Reading Comprehension
70%
Understanding written sentences and paragraphs in work related documents.
Service Orientation
70%
Actively looking for ways to help people.
Top 10 Abilities
Oral Comprehension
80%
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
80%
The ability to communicate information and ideas in speaking so others will understand.
Problem Sensitivity
78%
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 Comprehension
78%
The ability to read and understand information and ideas presented in writing.
Speech Clarity
75%
The ability to speak clearly so others can understand you.
Speech Recognition
73%
The ability to identify and understand the speech of another person.
Deductive Reasoning
70%
The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning
68%
The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Near Vision
68%
The ability to see details at close range (within a few feet of the observer).
Written Expression
68%
The ability to communicate information and ideas in writing so others will understand.
Top 10 Work Activities
Making Decisions and Solving Problems
92%
Analyzing information and evaluating results to choose the best solution and solve problems.
Communicating with Supervisors, Peers, or Subordinates
90%
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information
90%
Observing, receiving, and otherwise obtaining information from all relevant sources.
Establishing and Maintaining Interpersonal Relationships
87%
Developing constructive and cooperative working relationships with others, and maintaining them over time.
Organizing, Planning, and Prioritizing Work
83%
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Identifying Objects, Actions, and Events
82%
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Evaluating Information to Determine Compliance with Standards
80%
Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Performing Administrative Activities
77%
Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Judging the Qualities of Things, Services, or People
74%
Assessing the value, importance, or quality of things or people.
Resolving Conflicts and Negotiating with Others
74%
Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Detailed Work Activities
Assign duties or work schedules to employees.
Evaluate employee performance.
Explain regulations, policies, or procedures.
Train service staff.
Resolve customer complaints or problems.
Perform human resources activities.
Inspect facilities.
Inspect equipment to ensure proper functioning.
Maintain knowledge of business operations.
Order materials, supplies, or equipment.
Maintain professional knowledge or certifications.
Promote products, services, or programs.
Prepare employee work schedules.
Supervise service workers.
Report information to managers or other personnel.
Investigate work related complaints to determine corrective actions.
Work Context
Contact With Others
How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Indoors, Environmentally Controlled
How often does this job require working indoors in environmentally controlled conditions?
Telephone
How often do you have telephone conversations in this job?
Face-to-Face Discussions
How often do you have to have face-to-face discussions with individuals or teams in this job?
Work With Work Group or Team
How important is it to work with others in a group or team in this job?
Deal With External Customers
How important is it to work with external customers or the public in this job?
Frequency of Decision Making
How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Responsibility for Outcomes and Results
How responsible is the worker for work outcomes and results of other workers?
Physical Proximity
To what extent does this job require the worker to perform job tasks in close physical proximity to other people?
Electronic Mail
How often do you use electronic mail in this job?
Education
Interests
Enterprising
100%
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Conventional
72%
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Social
67%
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Artistic
34%
Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
Realistic
34%
Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
Investigative
15%
Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
Top 10 Work Styles
Dependability
95%
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Attention to Detail
94%
Job requires being careful about detail and thorough in completing work tasks.
Concern for Others
94%
Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
Integrity
93%
Job requires being honest and ethical.
Self Control
92%
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Cooperation
91%
Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Independence
89%
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
88%
Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Stress Tolerance
87%
Job requires accepting criticism and dealing calmly and effectively with high stress situations.
Adaptability/Flexibility
86%
Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Work Values
Relationships
81%
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Independence
77%
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Support
77%
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Achievement
62%
Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Working Conditions
60%
Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
Recognition
53%
Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.
