Initial Core 2 study project

notes/OPS-7-professionalism.md

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+# OPS-7: Professionalism
+
+Status: not started
+
+Domain:
+- 4.0 Operational Procedures
+
+Objective alignment:
+- 4.7 Professionalism and communication
+
+## What You Need To Know
+
+Professional behavior is tested directly on Core 2.
+
+Use:
+- Appropriate appearance
+- Appropriate language
+- Respect for user time
+- Active listening
+- Cultural sensitivity
+- Discretion
+- Confidentiality
+- Open-ended questions
+- Restating the issue
+- Clear expectations
+- Status communication
+- Documentation
+- Follow-up
+
+Avoid:
+- Arguing
+- Being defensive
+- Dismissing the user
+- Judging the user
+- Sharing confidential information
+
+## Memory Trick
+
+Use **L-E-D-F**:
+
+- **L**isten
+- **E**xplain expectations
+- **D**ocument
+- **F**ollow up
+
+Shortcut:
+- **Fix the problem without making the user the problem.**
+
+## Exam Clues
+
+- Ask open-ended questions first.
+- Restate the issue to confirm understanding.
+- Do not blame the user.
+- Protect confidential information.
+- Set realistic timelines and follow up.
+