National Institute for Literacy
 

[Workplace] Customer Service for ESL

David Rosen djrosen at comcast.net
Thu Jan 26 10:40:08 EST 2006


Workplace and Workforce Colleagues,

Susan, Thanks so much for your help.

Everyone, I am finding it difficult to find workplace-contextualized
curriculum and instruction materials for learners (not teachers) to
use online. So far, I have eight online Web sites, only one of which
is fairly comprehensive, the DfES embedded learning site that Susan
Reid suggested. As I mentioned, I will post the compiled information
back to this discussion list if I get enough items to make that
worthwhile. Here are three ways you can help:

1) Send me the URLS of Web sites that meet these criteria:

• online instruction/learning intended for adult learners (not
teachers)
• workplace contextualized (any industry or sector) basic skills
(basic and secondary level skills and English language for immigrants )

2) Suggest where to look for such materials.

I have started to look at the:

• (U.S.) National Institute for Literacy LINCSearch, using the
Materials Search option. http://www.nifl.gov/lincs/search/search.html

• (U.S.) National Institute for Literacy Workforce Education Special
Collection, (under Workers/Learners) http://www.nifl.gov/lincs/
search/search.html

• (Canadian) Applications of Working and Learning (AWAL) National
Project http://awal.ca/about.asp

• (Canadian) AlphaPlus Index to Web Resources http://alphaplus.ca/
opnhs/english/subjAuth.asp

I haven't looked at:

• (U.S.) National Institute for Literacy Discussion List Search
(LINCSearch)

• (Canadian) National Adult Literacy Database http://www.nald.ca/

3) Suggest search terms. I wasn't familiar with "embedded" learning.
I have been using "contextualized" and "work-related basic skills" .
Do you have others to suggest that fit the above criteria?

Maybe you are thinking "I sure would like to see such a list." Then
please think of this as a project which you can help out with. The
reward is that we will all have a better collection of these resources.

David J. Rosen
djrosen at comcast.net



On Jan 25, 2006, at 10:21 PM, Susan Reid wrote:


> David

> I know there are other materials around - not necessarily as

> comprehensive as the UK stuff but still very useful

> The great thing about the UK embedded material is they keep on

> tdeveloping more and more material

> Will get back to you with more information

>

> Regards Susan

>

>

> ________________________________

>

> From: workplace-bounces at nifl.gov on behalf of Johnson, Judi

> Sent: Thu 26/01/2006 9:31 a.m.

> To: The Workplace Literacy Discussion List

> Subject: RE: [Workplace] Customer Service for ESL

>

>

> Thank you so very much for these links. I just looked through the

> curriculum and it's very close to what I'm looking for. I can

> customize it, but just needed a starting point.

> Thanks again for taking the time to send me this,

> I'm in Seattle, Washington and you're in New Zealand? Wow! I love

> the internet!

> Judi Johnson

>

> -----Original Message-----

> From: Susan Reid on behalf of Susan Reid

> Sent: Sun 1/22/2006 9:33 PM

> To: The Workplace Literacy Discussion List

> Cc:

> Subject: RE: [Workplace] Customer Service for ESL

>

>

> 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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