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ERIC Number: ED425295
Record Type: Non-Journal
Publication Date: 1995-Jul
Pages: 55
Abstractor: N/A
Reference Count: N/A
Professional Development Training. ACTWU Insurance Department.
Martin, Sabrina Budasi
This curriculum guide provides materials for a 10-week professional development training course. A course outline and list of topics is followed by the plans for the 10 lessons. Components of these lesson plans include topics; objectives; materials needed; lesson outline with activities and discussion; and student handouts. Lesson topics are as follows: (1) overview of course, self-assessment, getting to know co-workers, and discovering character and temperament types; (2) character and temperament types, work tasks of individual "team" members, and understanding and accepting co-workers for their strengths and areas for development; (3) principles of effective communication, barriers to communication, and behavior in the workplace; (4) active listening: verbal and non-verbal cues, barriers to effective communication, and listening styles, attitudes, and behaviors; (5) improving listening skills, various kinds of customers, and effective approaches in dealing with customers; (6) dealing with difficult people, customer service versus customer satisfaction, and strategies to facilitate customer satisfaction; (7) attitude in the workplace, mutual respect, and principles of teamwork; (8) principles of teamwork, the importance of team communication, and the effects and impact of good team communication; (9) conflict in the workplace, dealing with conflict, and managing stress; and (10) outcomes of course, recommendations for management, topics of future development training, and evaluation and recognition. (YLB)
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
Language: English
Sponsor: Office of Vocational and Adult Education (ED), Washington, DC. National Workplace Literacy Program.
Authoring Institution: Amalgamated Clothing and Textile Workers Union, Chicago, IL.; Northeastern Illinois Univ., Chicago. Chicago Teachers' Center.