ERIC Number: ED369956
Record Type: Non-Journal
Publication Date: 1994
Reference Count: N/A
S.C.O.R.E. Sales and Customer Service Occupational Readiness Education. Final Report.
Florida Community Coll., Jacksonville.; AT&T, Morristown, NJ.
The SCORE project developed and delivered workplace literacy training to employees and/or job candidates in the customer service and telephone sales industry at the AT&T Corporation. The work was done in partnership with the Florida Community College (FCC) at Jacksonville. Of 259 adults served, 39 percent became employed as a result of the program and 29 percent were eligible for career advancement. Candidates had access to funds for child care and were given transportation reimbursement; classes were held at the business site to accommodate employees; and schedules were adjusted to meet students' needs. To ensure curriculum materials met the needs of adult and were reflective of the workplace, the project conducted focus groups. The training consisted of developing reading, writing, occupation-specific math, learning skills, communication, problem-solving and critical thinking skills, self-esteem, and vocational vocabulary. The curriculum was a combination of computer-based and instructor-led activities delivered in the context of customer service and telephone sales tasks. The evaluation was a pretest/posttest design. Analyses indicated the program had a strong positive effect on participants' achievement. (Attachments to the performance report include instruments, program results, and student and teacher program evaluation results. The evaluation is accompanied by nine data tables, glossary of evaluation terms, and data dictionary.) (YLB)
Descriptors: Adult Basic Education, Computer Assisted Instruction, Courseware, Critical Thinking, Curriculum Development, Literacy Education, Mathematics Skills, Problem Solving, Program Development, Program Effectiveness, Program Evaluation, Program Implementation, Reading Skills, Sales Workers, Service Workers, Workplace Literacy, Writing Skills
Publication Type: Reports - Descriptive
Education Level: N/A
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Florida Community Coll., Jacksonville.; AT&T, Morristown, NJ.