ERIC Number: ED382049
Record Type: RIE
Publication Date: 1995
Communication Skills for Banking Curriculum.
Fairfax County Public Schools, Falls Church, VA. Office of Adult and Community Education.
The communications skills course was developed for bank employees who are non-native speakers of English, to assist them in improving their English and knowledge of the American workplace culture and to increase productivity. It consists of three instructional levels. Topics covered in level 1 reflect concerns of bank managers about basic workplace communication skills. Level 2, designed to be accompanied by a videotape recording of 35 vignettes (not included here) and handbook (see FL 800 862), focuses on fine-tuning skills. Level 3 puts the skills into practice in real-life tasks through simulations. An introductory section gives an overview of the materials, including videotape vignettes and grammar topics corresponding to the work at each level. Levels 1 and 2 each contain 12 seminars; level 3 contains 13. Each also includes a bibliography. Topics of these seminars include job descriptions, work flow, organization charts, policies and procedures, handling dissatisfied customers, resolving conflicts, managing stress, office relations, performance review, meetings, maps and charts, American workplace customs, expressing empathy, prejudice, professional image, business meetings; introductions, letter writing, telephone messages, and presentations. Four numeracy units, covering fractions, decimals, percentage, tables, and graphs, are also presented. (MSE) (Adjunct ERIC Clearinghouse on Literacy Education)
Descriptors: Adult Education, Assertiveness, Banking, Bias, Business Communication, Communication Skills, Conflict Resolution, Empathy, English for Special Purposes, Interpersonal Communication, Interprofessional Relationship, Job Skills, Letters (Correspondence), Listening Skills, Meetings, Numeracy, Second Language Instruction, Stress Management, Telephone Usage Instruction, Vocabulary Development, Vocational English (Second Language), Work Environment
FCPS-Adult ESL, 7731 Leesburg Pike, Room 100, Falls Church, VA 22043 ($8); VEDA Inc., 1800 N. Beauregard St., Alexandria, VA 22311 (videotape, $15 plus $3.50 shipping).
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Fairfax County Public Schools, Falls Church, VA. Office of Adult and Community Education.
Note: For the handbook for using the video, see FL 800 862.