This module was developed by educators from the Emily Griffith Opportunity School. Designed for a broad spectrum of employees at a health care facility for the elderly, this three-session workplace literacy workshop is designed around a basic three-part communication model that includes listening, problem solving, and follow-up, along with a customer service focus. It provides a review of communication skills that participants may already have and offers strategies that may be useful in more difficult or complicated communication situations. The three 1-hour sessions are designed to be presented by two facilitators in order to demonstrate both positive and negative communication situations using role play. Session 1 provides an overview of the workshop and an introduction to the three-part communication model. Concepts and skills are introduced with the aid of flipcharts and handouts. Each of the workshop lesson plans contain the following: facilitator's notes, materials needed, room set-up, and a step-by-step narrative of the lesson activities. Workshop evaluation handouts are also included. (KC)