job readiness presenatation
DESCRIPTION
Participate in a discussion regarding job readiness program components designed for your community as well as an introduction to a proven Job Readiness curriculum.TRANSCRIPT
Job Readiness
Preparing People for Employment
Be Smart - Be Strategic
Whatrsquos the Problem
Be Smart - Be Strategic
Describe the Target Population
Be Smart - Be Strategic
Assessing Your Community The rate of unemployment Where are the jobs What education is required What services already exist
Developing a Logic Model
Need
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Be Smart - Be Strategic
Whatrsquos the Problem
Be Smart - Be Strategic
Describe the Target Population
Be Smart - Be Strategic
Assessing Your Community The rate of unemployment Where are the jobs What education is required What services already exist
Developing a Logic Model
Need
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Be Smart - Be Strategic
Describe the Target Population
Be Smart - Be Strategic
Assessing Your Community The rate of unemployment Where are the jobs What education is required What services already exist
Developing a Logic Model
Need
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Be Smart - Be Strategic
Assessing Your Community The rate of unemployment Where are the jobs What education is required What services already exist
Developing a Logic Model
Need
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Developing a Logic Model
Need
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Job Readiness Logic Model
Need
NeedbullBad work habitsbullLack confidencebullUnaware of processbullDonrsquot have anyone to connect them to jobs
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Financial Literacy Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
Short Term Outcomes
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Job Readiness Logic Model
NeedbullXxxxxxxbullXxxxxxxbullXxxxxxxbullxxxxxxx
Long Term Impact
bullIncome allows for stable and secure livingbullBasic needs are met
Short Term Outcomes
bullIndividuals between 18 and 32 secure jobs bullIndividuals keep jobs for at least 6 months
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Be Smart - Be Strategic
What Does It Take to Change
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Logic Model
Need
Long Term
ImpactShort Term Outcomes
ActivityInput
bullConduct Pipeline Job Readiness Classes - 4 weeks 4 dayrsquosweek 4 hours per daybullProvide individual job case manager bullProvide job optionsbullProvide mentor
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Logic Model
Need
Long Term Impact
Short Term
Outcomes
ActivityInput
OutputsDeliverables
bull 24 individuals will complete the 4 week curriculumbull 20 individuals will secure a jobbull 15 individuals will stay in their job for a minimum of 6 months
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Logic Model
Need
Long Term Impact
Short Term Outcomes
ActivityInput
OutputsDeliverables
Resources Needed
Evaluation
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
A Sample Curriculum
The East Baltimore Pipeline
Job Readiness Training Curriculum
httpwwwoedworkscomresourcesE20Baltimore20JRT20Curriculum2pdf
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Program Components
A Job Readiness Curriculum Case Management Available Jobs Job Placement Maintenance of Employer Relationships Retention Services
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Objectives
1048633 Prepare individuals for work
1048633 Provide jobseekers with the necessary
pre- employment skills
1048633 Empower individuals for success and
1048633 Promote job retention and advancement
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 1 Workforce Preparation Skills
Starting with a goal Entry Level PositionshellipWhat a new worker
needs to know Dress for success Your attitude Self-talk Developing a good work ethic Understanding employerrsquos expectations Preparing for the interview
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 2 Communication Skills
Reading essentials Writing essentials Listening essentials Body language Conflict resolution
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 3 Interpersonal Skills
Understanding your personal style Working with others on a team Developing and maintaining good working
relationships Valuing and respecting diversity Coping with change and other challenges Responding to Feedback
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 4 Life Management Skills
Managing time effectively Managing resources Math basics Developing support systems
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 5 Decision-Making Skills
Using good judgment Solving problems effectively Making good decisions Being assertive not aggressive Managing Anger
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Section 6 Customer Service Skills
Providing prompt and courteous service Managing customer requests and concerns How to communicate with customers Telephone etiquette Handling problems and complaints
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Positive Attitudes and Behavior
ACTIVITY 1
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Self Motivation
ACTIVITY 2
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Starting Your Job
ACTIVITY 3
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Causes of Conflict
ACTIVITY 4
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Responding to Criticism
ACTIVITY 5
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Managing Your Time
ACTIVITY 6
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Preparing for Emergencies
ACTIVITY 7
Decision Making
ACTIVITY 8
Decision Making
ACTIVITY 8