This is an industry-validated and video-delivered soft skills assessment program. WRS measures the competencies required by employers of a wide range of first jobs. The program identifies both the current competencies and the developmental needs of individuals. When skill development is suggested, strategies are identified to support the attainment of those skills. Because of its validity, WRS is used in support of hiring and promotion decisions.

WRS was developed with the support of the US Department of Labor to help those seeking to develop basic employability skills of future workers.

NOTE: A demo of WRS is available on-line; it can be accessed at the left-hand column of this website. WRS video simulations show typical interpersonal situations in industries that include:

WRS targets the critical skills of a wide range of basic, entry-level jobs; frequently these are first jobs for young and at-risk future workers.

• Hospitality
• Fast food, hotel dining and kitchen
• Retail sales
• Health care
• Grocery/supermarket
• Offices
• Call centers

The program contains 3 video modules that measure the following broad skills:

Module 1 - Personal Qualities System (PQS)

• Integrity
• Responsibility
• Self-esteem
• Self-Management
• Sociability

Module 2 - Customer Care System (CCS)

• Customer Relations
• Decision-Making
• Commitment to Quality

Module 3 - Listening

• The ability to comprehend and recall verbal information, including instructions.

Organizations use either or both of Modules 1 and 2, depending on local job requirements and the interests and needs of clients. Module 3, Listening, may be used with either Module 1 or 2; it is not designed to be used independently.

Competencies Measured

WRS measures competencies that employers have identified and validated. Skills measured by the WRS modules are:

Module 1 - Personal Qualities System (PQS)

• Knowing right from wrong and acting accordingly
• Encouraging a person to do the right thing when he/she behaves improperly. Reporting wrongdoing to a supervisor when appropriate
• Keeping personal matters from interfering with work
• Taking responsibility when an unusual situation calls for special attention
• Recognizing when more information is needed and asking for help if necessary
• Knowing that quality counts; going the extra mile to ensure that a job is done properly
• Offering to help when needed, even if that means giving up some personal time
• Completing tasks; not leaving unfinished work for others
• Defending oneself when in the right
• Listening to criticism and trying to learn from the experience
• Making productive use of time; a self-starter
• Knowing what s/he can and cannot do; explaining these limits to others and asking for help, when needed
• Being open and honest in dealing with people
• Correctly balancing business needs against good relations with co-workers. Taking the time to discuss non work-related issues with associates (and doing this without interfering with work)

Module 2 - Customer Care System (CCS)

• Staying cool and business-like even when customers are unreasonable
• Offering sincere help, even to hostile customers
• Handling competing customer needs in a calm and helpful manner; following through on commitments
• Increasing customer loyalty by immediately addressing concerns and following up
• Knowing when to deal directly with the customer and when to refer them to others. Seeing what is important, and seeking solutions with business needs in mind
• Recognizing when more information is needed in order to make a decision
• Knowing why company rules/guidelines exist - and, when to apply or bend them in order to keep a customer satisfied
• Considering new ways to satisfy the customer without interfering with other business functions
• Helping co-workers to improve the quality of their work
• Communicating through voice and body language that customer satisfaction is the top priority
• Balancing one's work schedule and customer demands; adjusting to accommodate the customer
• Seeking customer feedback and listening carefully to comments and requests

Module 3 - Listening

• Demonstrating the ability to comprehend and recall verbal information, including instructions

WRS Content Information

The WRS assessment modules are comprised of: Personal Qualities is 40 minutes of video during which the viewer responds to 28 work-related questions; Customer Care is 37 minutes of video and 28 Questions; and Listening is 28 minutes of video and 20 questions. Personal Qualities and Customer Care tapes are recorded in English and Spanish; open-caption in both languages is available.

For additional information about WRS click here:

• For an example of a WRS Applicant Feedback Report (PQS Module)
• For an example of a WRS Applicant Feedback Report (CCS Module)
• For an example of a WRS Group Report (PQS Module)
• For an example of a WRS Group Report (CCS Module)
• For an example of a WRS Interview Guide (PQS Module)
• For an example of a WRS Interview Guide (CCS Module

For additional information, please contact