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