The Network for Workplace Language Literacy and Numeracy, based at
Lancaster University UK, has a very useful Workplace basic Provider
Toolkit on its web pages,
The Provider Toolkit brings together a pool of resources for workplace
language, literacy and numeracy (LLN), in order to make good practice
freely available to practitioners, learning representatives and brokers
and avoid the need to 'reinvent the wheel'.

These resources include guidelines, case studies, proformas, and
exemplar materials to support and supplement training and development
activities. We have also included selected links to a range of websites
giving further examples of good practice, guidelines or research in this
field*.
http://www.thenetwork.co.uk/providertoolkit/

-----Original Message-----
From: workplace-bounces at nifl.gov [mailto:workplace-bounces at nifl.gov] On
Behalf Of Barbara Tondre
Sent: 25 January 2006 16:42
To: 'The Workplace Literacy Discussion List'
Subject: Re: [Workplace] Customer Service for ESL

David, thank you for offering to put a list together.  It seems that
many of us across the country are having to respond to the needs of
English language learners and the customer service industry.  Here in
Texas, we have a legislative mandate to provide instructional support in
response to targeted industries;  hospitality/customer service is just
one of them.  
Barbara Tondre

-----Original Message-----
From: workplace-bounces at nifl.gov [mailto:workplace-bounces at nifl.gov] On
Behalf Of David Rosen
Sent: Wednesday, January 25, 2006 7:49 AM
To: The Workplace Literacy Discussion List
Subject: Re: [Workplace] Customer Service for ESL

Hello Susan,

Thank you for pointing out these great free, downloadable work-
contextualized ("embedded") basic skills materials.  I wonder if you
-- and others here -- have recommendations of other _online_  work-
contextualized basic skills curriculum or materials in English.  If so,
let me know, and I will put a list together and send it back to this
discussion list.

David J. Rosen
djrosen at comcast.net

On Jan 23, 2006, at 12:33 AM, Susan Reid wrote:


> Hi Judi

>

> I don't know how helpful this will be to you In the UK under their 

> Skills for Life Strategy they have developed a lot of online materials



> for a whole range of occupations. They have 'embedded' literacy, 

> language and numeracy skill development into these materials Here is 

> the url for the list of occupations

>

> http://www.dfes.gov.uk/readwriteplus/embeddedlearning/

> cfbtgeneralinfo.cfm

>

> One of them Retail has got a module on customer Service - it is not 

> necessarily specifically designed for ESL learners and will refer to 

> the UK Literacy and ESOL Curricula which will be of no interest to you



> and there will be interesting cross cultural issues between the UK and



> the USS  but I thought the section might be useful as a starting point



> http://www.dfes.gov.uk/readwriteplus/embeddedlearning/

> searchresults.cfm?setting=retail

>

> We think the materials are great not only for content but also ideas 

> and approaches. however we share the metric system used in the UK but 

> hopefully that won't be an issue for Customer Service

>

> Hope it proves of some use  to you

>

> Susan Reid

> Manager, Consultancy Services

> Workbase the New Zealand Centre for Workforce Literacy 

> www.workbase.org.nz www.nzliteracyportal.org.nz

>

>

>

>

>

>

> <winmail.dat>

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