ERIC Number: ED425295
Record Type: Non-Journal
Publication Date: 1995-Jul
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)
Descriptors: Adult Education, Behavioral Objectives, Conflict Resolution, Curriculum Guides, Instructional Materials, Interpersonal Communication, Interpersonal Relationship, Leadership Training, Learning Activities, Lesson Plans, Listening Skills, Professional Development, Self Evaluation (Individuals), Stress Management, Teamwork, Work Attitudes
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Practitioners; Teachers
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.