NCSE cheat sheet

Main idea test: state the passage's point in one sentence without using any proper nouns from the text; if that sentence needs a qualifier like "except" or "but also," the passage's structure is contrastive, not descriptive.

Question stems signal the task: "primarily" and "chiefly" ask for main idea; "according to the passage" forbids outside knowledge; "inferred" and "suggests" allow only one step beyond the text.

Eliminate answer choices that are true but off-topic, too narrow (one detail only), or too broad (a claim the passage never makes); the correct answer matches the passage's scope exactly.

Passage organization terms map to signal words: cause-effect (because, therefore, as a result), comparison (similarly, unlike, whereas), sequence (first, subsequently, finally), problem-solution (however, one remedy).

Tone and purpose words are distinct: tone describes attitude (objective, critical, cautious), purpose describes action (to persuade, to describe, to refute, to instruct).

Active-voice revision: place the actor as subject and the action as verb; "The report was submitted by the clerk" becomes "The clerk submitted the report."

Subject-verb agreement ignores intervening phrases: the verb matches the true subject, as in "The list of approved vendors is posted" (subject = list).

Comma rules that appear most often: no comma between subject and verb; a comma precedes a coordinating conjunction joining two independent clauses; a nonessential clause takes paired commas.

Parallel structure requires items in a series to share grammatical form, so "reviewing files, entering data, and answering calls" is correct while mixing gerunds with infinitives is not.

Percent change = (new value − old value) ÷ old value × 100; a 20% decrease followed by a 20% increase returns to 96% of the original value, not 100%.

Percent-of shortcut: "is" means equals, "of" means multiply, so "what is 15% of 80" becomes 0.15 × 80 = 12.

Ratio and proportion: set up cross-multiplication as a/b = c/d implies ad = bc; keep units aligned on the same side of each ratio.

Average (mean) = sum ÷ count; to find a missing value, use sum = mean × count, then subtract the known values.

Weighted average = (value₁ × weight₁ + value₂ × weight₂) ÷ total weight; never average two averages unless the group sizes are equal.

Rate problems use distance = rate × time; for work problems, add rates (1/a + 1/b per hour) rather than times.

Order of operations: parentheses, exponents, multiplication and division left to right, then addition and subtraction left to right.

Fraction and decimal conversions to memorize: 1/8 = 0.125, 1/4 = 0.25, 1/3 ≈ 0.333, 3/8 = 0.375, 1/2 = 0.5, 5/8 = 0.625, 2/3 ≈ 0.667, 3/4 = 0.75.

Estimation check: round to one significant figure before computing; if the estimate and the computed answer differ by more than about 10%, recompute.

Alphabetical filing is letter by letter, not word by word: "New Deal" precedes "Newark" because the space sorts before the letter a.

Nothing precedes something in filing order, so "Bank" files before "Bank of America," and "Smith, A." files before "Smith, Alan."

Numeric filing treats numbers as whole units, so 9 precedes 10, and 100 precedes 101; decimals are compared place by place after the decimal point.

Chronological filing orders year, then month, then day; undated items file at the front of the year or in a designated undated folder.

Cross-reference sheets are used for alternate names or subjects and are filed in place of the original, not instead of it.

Records retention schedules specify how long each record class is kept; destruction requires documented authorization after the retention period ends.

Incoming mail handling sequence: date-stamp, sort by priority or addressee, log in a mail register, then distribute; checks and cash go to a separate secured process.

Meeting minutes record date, time, attendees, motions with mover and second, decisions, and action items with owners and due dates; verbatim transcription is not required.

Proofreading symbols: a caret (^) inserts, a line through text deletes, "stet" means let it stand, and "sp" marks a spelling error.

Active listening has four observable steps: attend (eye contact, still posture), reflect content, reflect feeling, then confirm understanding before responding.

Paraphrase before problem-solving: restating the customer's issue in your own words verifies accuracy and lowers defensiveness.

Empathy statements name the impact, not the person's character: "That delay cost you a day" rather than "You seem upset."

Escalation rule: transfer when the request exceeds your authority, when a safety or legal issue arises, or when a second attempt at resolution fails.

Service recovery sequence: acknowledge the error, apologize for the impact, fix it, then follow up; compensation comes after the fix, not instead of it.

Conflict de-escalation lowers volume and pace, uses neutral wording, separates the person from the problem, and offers a choice between two acceptable options.

Confidentiality: share client information only on a need-to-know basis; verify identity before discussing any account details.

Telephone etiquette: answer within three rings, identify the organization and yourself, ask permission before placing a caller on hold, and check back every 30 to 60 seconds.

Written tone: avoid all caps (reads as shouting), keep one idea per paragraph, and state the requested action with a deadline in the closing line.

Problem-solving cycle: define the problem, gather facts, identify root cause, generate options, select, implement, then evaluate the result.

Root-cause tools: the 5 Whys asks why repeatedly until the cause stops changing; a fishbone diagram sorts causes into people, process, equipment, materials, and environment.

Distinguish symptoms from causes: a symptom is observable (late reports), a cause explains it (approval step lacks a backup reviewer).

Decision rule for constraints: eliminate any option that violates a hard constraint (law, budget, deadline) before comparing the remaining options on merit.

Weighted scoring: list criteria, assign weights summing to 100%, rate each option 1–5, multiply and sum; the highest total is the defensible choice.

Cost-benefit test: proceed only when total benefits exceed total costs including opportunity cost, or when a mandatory requirement forces the action.

Group decision pitfalls: groupthink (suppressed dissent), anchoring (first number dominates), and recency bias (latest data overweighted); assign a devil's advocate to counter the first.

Implementation check: every action item needs an owner, a due date, and a measurable completion criterion, or it will not be tracked.

After-action review asks four questions: what was supposed to happen, what happened, why the difference, and what changes next time.

Keyboard shortcuts: Ctrl+C copy, Ctrl+X cut, Ctrl+V paste, Ctrl+Z undo, Ctrl+A select all, Ctrl+F find, Ctrl+S save, Ctrl+P print, Alt+Tab switch applications.

Data-entry accuracy check: compare entry to source in batches, then verify a sample; transposition (1234 vs 1324) and omission are the most common error types.

Spreadsheet references: A1 is relative (changes when copied), $A$1 is absolute (fixed); $A1 locks the column and A$1 locks the row.

Common spreadsheet functions: SUM(range), AVERAGE(range), COUNT counts numeric cells, COUNTA counts non-empty cells, IF(condition, value_if_true, value_if_false).

Sorting rearranges rows by a column; filtering hides rows without changing order or values; deleting hidden rows permanently removes data.

Data validation restricts entries to an allowed list or range and prevents invalid input at the point of entry rather than after.

File naming and storage: use consistent date format (YYYY-MM-DD), avoid special characters, and save working files to the designated network drive for backup.

Backup and versioning: save incrementally, keep the original source file unchanged, and confirm the save location before closing to avoid data loss.

Confidential data handling: lock the workstation when leaving (Windows key + L), use strong unique passwords, and never send personal data over unencrypted email.