This is an industry-validated and video-delivered soft skills assessment program. OSS measures the competencies required by employers for jobs in a wide range of office position: administrative assistant, IT support, clerk and others. 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, OSS is used in support of hiring and promotion decisions.

Office skills sets measured include:

• Customer Relations
• Organizing and Prioritizing
• Problem Solving

Candidates also review text passages (presented on videotape) and report the number of proofreading errors they observe.

Other exercises require candidates to compare two columns of numbers and, under time pressure, identify how many pairs of numbers don't match. This also measures attention to detail.

This assessment technology helps employers, trainers and educators determine if people have the skills needed to effectively address the following kinds of situations:

• Dealing with irate or angry fellow workers (internal customers)
• Keeping focused on high priority tasks
• Accepting assignments that are "not my job"
• Producing work that is consistently accurate, without careless mistakes
• Taking action to solve day-to-day problems in staff work
• Resolving conflicts with co-workers

Competencies Measured

OSS measures the competencies that employers have identified and validated as critical for success in office-related positions:

• Initiating action on problems and requests, rather than referring them to the supervisor
• Appropriately maintaining confidentiality of information
• Effectively screening calls and making appointments for supervisor or other personnel (e.g. determining relative importance or urgency, avoiding interrupting supervisor unless necessary, performing gate-keeping function for other personnel, etc.)
• Providing clear and specific work directions to others
• Effectively dealing with irate or angry persons
• Seeking clarification or guidance regarding assigned work tasks (e.g., asking questions to ensure understanding of what's required, clarifying deadlines and expectations, etc.)
• Effectively taking notes for future reference and/or communication to others
• Accurately proofreading written materials prepared or typed by self
• Establishing priorities for one's own work activities
• Accurately assessing the political implications of situations involving oneself or a supervisor
• Responding appropriately to the political implications of situations involving self or a supervisor
• Displaying a positive "customer service" attitude when dealing with others, regardless of their level or status
• Willingly handling problems or tasks that are not one's own direct responsibility (e.g., refraining from taking a "not my job" posture; being proactive in responding to problems rather than simply passing them to others; being self-directed, etc.)
• Presenting a positive image of supervisor to others (e.g., "covers" for supervisor, etc.)
• Accurately proofreading written materials prepared by others
• Reading and comprehending written information (e.g., memos, letters, procedural documents, instructions, etc.)
• Identifying inefficient/ineffective work procedures and/or work areas where improvement can be made
• Accurately performing numeric calculations (e.g., compiling travel expenses, keeping accurate petty cash records, etc.)
• Carefully reviewing and scrutinizing one's own work (e.g., attending to detail, avoiding careless mistakes, etc.)
• Effectively communicating information from one party to another
• Responding sensitively to the needs and feelings of others
• Understanding and remembering verbal instructions and directions
• Displaying appropriate assertiveness when interacting with others
• Generating sound and logical solutions for dealing with problems or unexpected occurrences
• Accurately determining which problems or issues should be handled by oneself versus those that should be referred to the supervisor
• Routing incoming calls and requests to appropriate parties
• Developing quality solutions for improving efficiency and effectiveness of one's own work activities

OSS Content Information

The OSS assessment tape contains 72 minutes of video during which the viewer responds to these work-related questions: 24 interpersonal situations; 10 proofreading questions; and, 15 number-match questions. This tape is recorded in English and Spanish; English open captioning is available.

For additional information about OSS click here:

• For an example of an OSS Applicant Feedback Report
• For an example of an OSS Incumbent Feedback Report
• For an example of an OSS Group Report
• For an example of an OSS Interview Guide

For additional information, please contact: