# 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.