ERIC Number: ED328802
Record Type: RIE
Publication Date: 1990-Aug
Reference Count: N/A
Literacy Requirements for Customer Service Jobs.
Squires, Paul; Ross, Reginald G.
A study identified the reading and mathematics job requirements for three sales and service jobs. Subjects were 296 employees of a marketing division of a large telecommunication company. The readability of 420 passages from job and training materials was assessed by the Flesch Reading Ease index, which generated a value that was transformed to a grade equivalent score. The 153 arithmetic problems obtained from the materials were assigned a grade equivalent score. The literacy test was the Test of Adult Basic Education. Job performance measures were obtained for 96 subjects to evaluate the validity of the literacy test for the prediction of worker performance. Results indicated the reading scores for 90 percent of the workers were at or above the 11th-grade level; 56 percent of the reading documents evaluated were at or above that level. Mathematics scores for 65 percent were at or above the ninth-grade level; 33 percent of the problems were at that level. The literacy test and a cognitive ability test predicted job performance with equal accuracy. Problems encountered in literacy research were identified, including dimensions of literacy as they relate to the workplace; measuring literacy skills of the workplace; and the level of mastery required to achieve proficiency on the job. (21 references; 10 tables) (YLB)
Publication Type: Speeches/Meeting Papers; Reports - Research
Education Level: N/A
Authoring Institution: N/A
Identifiers: Customer Service
Note: Paper presented at the Annual Convention of the American Psychological Association (Boston, MA, August 1990).