XYZ Recycling – “Green Team” Employee TrainingTraining Plan

TRAINING OVERVIEW

Creation date: 1/9/2012 Section No __________________

Training Title: Green Team Employee Training Cycle 1

Total Hours: 33 hrs 45 min

Training Description:

The purpose of this training is to provide the Green Team with the knowledge and skills needed to successfully educate Union City residents living in multi-family dwelling units on the process and benefits of recycling.

Training Pre-requisite(s):

Hired for employment by XYZ Recycling, basic literacy at a least 5th grade level.

Learning Outcomes: Trainees will be able to:

Identify team goals and the characteristics of an effective team, and communication patterns

Explain XYZ ’s history, services, and mission.

Explain the expectations for employment retention and advancement, and describe the model XYZ employee

Explain the background and purpose of the Green Team and AB 341

State compelling reasons to increase recycling activities

Dialog with residents about the new recycling service in their neighborhood

Identify strategies for appropriately responding to rude, impatient, or unwelcoming residents

Demonstrate techniques for professionalism and salesmanship

List and explain things a Green Team member should never do when dealing with the public

Develop a job process system for mapping, collecting, quantifying, returning, and reporting the daily recycle pick-ups.

Length of Training/Suggesting Training Schedule:

The training is designed to meet: Tuesday, Wednesday, and Thursday, 10– 2:30pm (break 11:45-12:00) for three weeks. This schedule results in 33 hr, 45 min of in-class training.

Format/Methodology:

Training will be conducted in a workshop format, encouraging trainees to be completely engaged in the training process.

Audience:

A Liu - hired as Green Team supervisor and new hires of the Green Team

Topic Objectives / Learning Points

The trainees will…

Instructional Methods & Resources Learning OutcomesW

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ay 1

Introductions, Overviews & Team Building (3hr 45 min)

Listen to Workplace Trainer’s introduction of self - 5 min

Participate in “getting to know you” ice breaker and teambuilding exercise called “Group Resume”. (1) – 25 min

Review classroom rules and establish classroom norms (2) – 20 min

Read and discuss the training overview, (3) - 20 min

Explain why he/she has gained the opportunity to work at XYZ, and how it relates to XYZ ’s commitment to our community.(4) – 20 min (break time)

Research and report out on the history, mission, and services XYZ provides to our community (5) – 60 min

Research & discuss “characteristics of a successful team”(6)

Identify and publish the team goals for the Green Team.

Resources/ Methods:

(1) Group Resume template. – Have all trainees work together on the, putting all of their information into the ONE document. They should nominate

(2) See list called “Activities for Establishing Classroom Rules”.

(3) Give copy of the training overview to each trainee. Have trainees read overview silently and write down 2-3 questions to share with the group

(4) Give copy of “XYZ and Opportunities for YOU” handout.

(5) Research on: www.XYZ.org. Give each a copy of handout called: “XYZ Guided Research Project”

(6) Internet research

Having engaged in teambuilding activities while learning about one another, establishing classroom rules, gaining an understanding of this three-week training cycle, and learning about XYZ ’s history, the trainees will exhibit an increase preparedness for the 3-week training period and a readiness to excel as a team

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 2 of 8

Topic Objectives / Learning Points

The trainees will…

Instructional Methods & Resources Learning OutcomesW

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ay 2

Customer Service & Workplace Safety

Discuss and role play the following safety module (1) - 1 hour, 45 min

Identify the Green Team’s internal and external customers and their needs

Explain how to represent XYZ Recycling well

Describe what it means to be part of a Customer Service Team

Summarize in writing how to they will demonstrate commitment to XYZ 's expectation for superior service

Team Goals

Discuss SMART GOALS (2)

Redefine team goals as SMART GOALS

Discuss and role play the following workplace safety module (3) – 1 hour, 30 min

Discuss and practice team lifting techniques (3)

Develop a list of objects in their surroundings at XYZ to always be aware of.(3)

Answer and discuss questions on how not to slip, trip, or fall at work. (4)

Construct a what-if list of what could happen if trainees neglect to wear the required safety clothing/gear (5)

(1) Customer Service Workplace Training handouts, Customized role-play scenarios.

(2) SMART Goals handout

(3) XYZ ’s Safety Policy handouts,

(4) Safety video: “Slips, Trips & Falls” (vhs) and “Slippin & Trippin” (youtube)

(5) Handout & blog

Trainees will write a statement of their personal commitment to superior customer service and workplace safety.

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 3 of 8

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Topic Objectives / Learning Points Instructional Methods & Resources

Learning Outcomes

Wee

k 1,

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3 -

Thu

rsda

y

Customer service, public image, and safety in the community,

Observe and critique “How to Lift” safety video (6)

Discuss observations made about potential safety issues in the sort area and buy back area. (7)

Review and discuss the services XYZ offers Union City residents.

Give positive AND useful feedback to your team members on their performance. (Useful means ways to improve)

Review and role-play techniques for dealing with a dissatisfied customer. (8)

Write a summary of what you believe may be your most challenging customer interaction (external customer). List the steps you will take to mitigate the difficult situation should it occur.

Design/create the 1st draft of the Daily Blue Bag Collections form

(6) Safety video: “Safe Lifting In the Workplace” (youtube)

(7) Open discussion

(8) Provide scenarios pertaining to the XYZ s service offerings.

Trainees will become a proficient at educating customers about recycling with XYZ, whether the customer is welcoming or not.

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 4 of 8

#Title & Duration

Objectives / Learning Points Instructional Methods & Resources Learning OutcomesW

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Summarize in writing how to stay safe when working at the XYZ facility. Post on blog. (9)

Predict the types of day-to-day interactions he/she may have with customers/resident.

Role-play how he/she will educate residents who are welcoming and receptive of recycling about XYZ ’s recycling services and options. (this is a practice for the role play that will be video recorded in our final week)

Critique and give useful feedback to each team member about his/her role-play.

Formulate a plan for mapping, collecting, quantifying, returning, and reporting the daily recyclable pick-ups. (job process plan).

Re-evaluate Daily Blue Bag Collections form to ensure it will work with the job process plan

Send group email with form attached to Richard Valle requesting his feedback.

Research the assembly bills (10)

(9) Write in personal notebook. Add to blog page (XYZ training.blogspot.com)

(10) AB-2020, AB-939, Alameda County Measure D, AB-341

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 5 of 8

Wee

k 2,

Day

5 -

Wed

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aySummarize guidelines found in the employee handbook

Share progress on assembly bill reports

Identify strategies for appropriately responding to rude, impatient, or unwelcoming customers.

Role-play how you will educate residents who are not welcoming and nor receptive of recycling about XYZ ’s recycling services and options. Demonstrate how you will respond to them. (this is a practice for the role play that will be video recorded in our final week)

Post the final summary of your challenging customer with mitigation plans to the blog page.

Wee

k 2,

Day

6 -

Thu

rsda

y

Research assembly bills.

Prepare presentation of assembly billExamine and discuss active listening techniques (11)

Present finding to the team (when bill went into effect, why bill created, who created, how does bill affect community/XYZ

Ask and respond to questions about the assembly bills

(11) Workforce Building Success – Communications book (pg 4-19)

Wee

k 3,

Day

7

Discuss which active listening skills were most beneficial when listening and discussing the assembly bills.

Write a summary of an assembly bill you DID NOT research/present and post it on the blog page

Examine and discuss techniques for giving and getting clear instructions (12)

(12) Workforce Building Success – Communications book (pg 20-35)

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 6 of 8

Wee

k 3,

Day

8 Examine maps of Union City and identify multi-dwelling unit locations. (13)

Discuss and create a list the known and unknown facts about these multi-dwelling unit locations.

(13) Union City, CA zoning map (http://www.union-city.ca.us/commdev/comdev_pdf/Zoning%20map_36x42_7-5-06.jpg) AND Google/Yahoo maps

Wee

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ay 9

Perform their final presentation of his/her role play scenarios: (1) Educating a customer who is open and receptive, (2) Educating/how to respond to a customer who is not open nor receptive

Wee

k 4,

D

ay 1

0

Listen to guest speaker presentations

Ask and respond to questions

TBD

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k 4,

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ay 1

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Listen to guest speaker presentations

Ask and respond to questions

TBD

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ay 1

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Graduation and Certificate Awarding

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 7 of 8

Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 8 of 8