F. THINKING SKILLS

The typical problem solving tasks of small business owner/operators are at Complexity Level 1 to 3. Their most complex problem solving tasks are at Complexity Level 4.

Examples:

Small business owner/operators:

• optimize human resource management and play a key role in motivating staff (daily).
• take preventive problem-solving measures by monitoring sales and service and troubleshooting potential glitches (daily).
• resolve quality problems and maintain effective communication with stakeholders, such as customers and suppliers, to minimize the impact and nurture relationships.
• reconcile conflicting deadlines.
• deal with difficult and/or irate customers/clients by identifying problems and their causes, developing unique solutions and managing human relations sensitivities.

2. Decision Making

The typical decision making tasks of small business owner/operators are at Complexity Level 2 to 4. Their most complex decision making tasks are at Complexity Level 4.

Examples:

Small business owner/operators make final decisions about:

• selecting suppliers giving consideration to factors such as cost, quality and reputation.
• selecting suppliers giving consideration to factors such as cost, quality and reputation.
• hiring and firing staff.
• the allocation of marketing funds.
• when to introduce new products or services.
• changing partners, investors or consultants.
• policy changes.
• changing product or technology.
• changing presentation or display.
• training or upgrading, such as staff and self.
• prioritizing.
• financial planning, such as changing bank or suppliers.
• marketing strategies, such as changing location of business.
• the profitability of business ventures.
• whether or not resources are available to implement plans.

3. Planning and Organizing of Own Job Tasks

The planning and organizing of their own job tasks done by small business owner/operators is at Complexity Level 4.

Description

There is significant variety in the work activities of small business owner/operators. Every day is different even though a base routine is usually followed. Small business owner/ operators determine their own priorities and the order of tasks in light of daily events, obligations with set deadlines and overall business plans. The day's work plan is often subject to interruptions in order to resolve unforeseen problems and interact with customers as per their schedules. Small business owner/operators must often coordinate their own work plans with those of others, such as employees and accountants.

4. Special Uses of Memory

Small business owner/operators use long-term memory, short-term memory and are required to remember unique events.

Examples:

Small business owner/operators:

• use short-term memory to remember sale prices as well as the timing of service or delivery schedule and appointments (daily).
• remember the names, faces and/or voices of customers/clients and view this as important to providing high-quality customer service (daily).
• may remember the sound that a machine made just before it broke in order to avoid future break downs.
• memorize product knowledge and recall relevant details in providing information on products to customers (daily).
• remember procedures, such as for correct reassembly.
• remember sensory perceptions, such as smell and taste.
• remember how to complete complex forms, such as government tax forms.
• remember checklists of things to do (daily).
• remember where to locate information.

5. Finding Information

Small business owner/operators' tasks that involve finding information are at Complexity Level 3 to 4.

Examples:

Small business owner/operators:

• may research advertising methods and media in preparing and implementing advertising strategies.
• find information to provide solutions using resourceful methods such as the Internet or networking. This may require resourcefulness.
• may conduct research on their own business, competition, market, and industry trends in order to identify potential new products and services or changes needed to existing products and services. In doing so, they may sometimes have to translate information to reconcile terminology differences among various countries or areas prior to analysis.
• may research public perceptions about products or services in order to identify public relations activities to maintain and increase base of clients.