Topic outline
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Sample Program Schedule
Week
Topic
1
Introduction
2
Greetings & Requests
3
Complaints
4
Small Talk 1
5
Small Talk 2
6
Asking for Accommodation
7
Self-Advocacy 8
Accidents and Warnings
9
Raising Concerns
10
Following Instructions
11
Refusals
12
Final Assessment/Feedback
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Unit Goals:
1. Use greetings to welcome a customer
2. Ask a customer to repeat their request
3. Check if you understood a customer’s request
4. Ask for more information when you don’t understand a customer
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize when a customer is making a complaint
2. Know common types of difficult customer complaints
3. Learn how to resolve customer complaints
DIRECTIONS:
This module has four sections. Please complete all of the sections below in the order presented. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize small talk
2. Recognize signs that a customer wants to have small talk with you
3. Recognize appropriate topics for small talk in most Canadian workplaces
DIRECTIONS:
Please complete all of the sections below in the order presented. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize reasons for small talk
2. Effectively engage in small talk with co-workers
3. Express one’s discomfort in dealing with particular small talk topics.
DIRECTIONS:
Please complete all of the sections below in the order presented. Remember to follow the directions carefully.
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Unit Goals:
1. Ask your supervisor for something you need
2. Deal with unexpected personal issues that interfere with work
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize ways to ask for and accept assistance from co-workers
2. Identify ways to express that you don't understand
3. Deal with negative responses from employer
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.
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Unit Goals:
1. Give advice/Raise concerns with a co-worker
2. Respond to/avoid conflict with co-workers
3. Take responsibility for mistakes
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize sets of simple instructions and identify warnings
2. Learn how to ask for instructions
3. Follow simple routines when steps are not in point form sequence
4. Follow moderately complex instructions
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.
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Unit Goals:
1. Recognize different ways people say “no” in the workplace
2. Learn how to say “no” in an honest, direct, and polite way
3. Learn how to say “no” in different situations and to different people at work
DIRECTIONS:
Please complete the module below. Remember to follow the directions carefully.