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From: Aaron Kohring <akohring@utk.edu>
To: Multiple recipients of list <nifl-4eff@literacy.nifl.gov>
Subject: [NIFL-4EFF:2797] Re: Customer Service Skills
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Melinda (and others interested in this topic),
The EFF Center has developed a curriculum and training package that sounds
like it may address your needs. It combines both industry standards and the
EFF standards with the goal of preparing adults for entry-level positions
in sales and customer service. There are also currently two versions of the
curriculum and training package- one for ESOL learners and the other for
ABE learners (or English speaking adults).
Since this discussion list does not permit attachments- if anyone is
interested in receiving additional information about this package, please
email me directly and I can send you a copy of the brochure - Preparing for
Careers in Sales and Service- which provides you with some additional
information.
Please feel free to contact me if you want to discuss this in more detail.
Regards,
Aaron
At 12:37 PM 8/4/04 -0400, you wrote:
>We are starting up a Customer Service Skills course for ESOL students. I
>am looking for curriculum that would be appropriate and with a focus
>(naturally) on EFF standards. The students are intermediate level, BEST
>/ NYS levels 4,5 & 6.
>
>Thanks very much for your help
>
>Melinda Thomsen
>Vocational ESOL Instructor
>Center for Immigrant Education and Training
>LaGuardia Community College
>New York
>
>
> >>> MWPotts2001@aol.com 7/29/2004 8:03:56 PM >>>
>Colleagues,
>
>This is a cross-posting from the AAACE list. The discussion has been
>focused
>on the public understanding of literacy. Regie Stites is the author of
>this
>post.
>
>All the Best,
>Meta Potts, Moderator 4-EFF List
>Glen Allen, VA
>
>
>In a recent posting, John Comings notes that: "NCSALL research that is
>
>still in progress is providing some tentative findings that indicate
>that: for some of our students our programs can help them increase
>their
>literacy skills as measured by standardized tests but for others we can
>
>help them expand and broaden their reading practices. That is, we can
>help them use their existing skills to more effectively, or even begin
>
>to, accomplish literacy tasks that are important to them."
>
>John goes on to suggest further exploration of the question of whether
>
>two types of services might be needed: one type "builds literacy
>skills"
>and "might be better organized around a components-based skill building
>
>curriculum" and another type "builds capacity to accomplish (literacy)
>
>tasks" and "might be better organized around an EFF-like curriculum."
>
>The NCSALL research that John describes will undoubtedly have important
>
>implications for adult literacy services, but I think the distinction
>that John makes between a "skill building curriculum" and an "EFF-like
>
>curriculum" needs some clarification.
>
>Over the past several years, the EFF Assessment Consortium and the EFF
>
>Reading Project have worked very hard to integrate evidence-based
>research on the teaching of reading (including "component-based skill
>building") into our guidance for standards-based teaching and
>assessment
>on the EFF Standard Read With Understanding.
>
>The aim of EFF is to integrate the teaching of skills with the
>application of those skills to real world tasks. The best "EFF-like
>curriculum" for reading that I can envision balances a purposeful and
>contextualized approach to reading instruction and assessment with
>research-based strategies for skill building in alphabetics, fluency,
>vocabulary, and text comprehension.
>
>For more information on teaching and assessment on EFF Standards, see
>the EFF Teaching/Learning Toolkit at http://eff.cls.utk.edu/toolkit/
>and
>the EFF Assessment Resource Collection at
>http://eff.cls.utk.edu/assessment/
>
>More detailed information on the EFF Reading Project can be found on
>the
>Web at http://www.nifl.gov/partnershipforreading/family/eff/effrp.html
>
>
>Regie Stites, Ph.D.
>Program Manager, Literacy and Lifelong Learning Program
>Center for Education Policy
>SRI International
>333 Ravenswood Avenue
>Menlo Park, CA 94025
>ph (650) 859-3768
>fax (650) 859-3375
>regie.stites@sri.com
Aaron Kohring
EFF Center for Training and Technical Assistance
University of Tennessee, Center for Literacy Studies
Phone:(865) 974-4109 main
(865) 974-4258 direct
Fax: (865) 974-3857
e-mail: akohring@utk.edu
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