Smart Workforce Solutions

SISTEM Job Success Training

Unit: Job Success Training

Basics of Customer Service - Upon successful completion of this training module, the employee will be able to:

• Understand the importance of providing good customerservice.
• Identify six things that can improve a customer’s experience.
• Appropriately manage a customer complaint.
• Identify ways to provide exceptional customer service. 

Social Skills in the Workplace – Upon successful completion of this training module, the employee will be able to:

• Demonstrate the proper social skills and personal actions required to function and interact with peers and supervisors in the workplace.
• Understand the importance of working quickly and efficiently without sacrificing product quality.
• Demonstrate an ability to be courteous, friendly and socially appropriate at all times.

Appropriate Behavior in the Workplace – Upon successful completion of this training module, the employee will be able to:

• Understand the importance of honesty, dependability and loyalty as it is related to job retention and advancement.
• Understand the relationship between employee performance, product quality and long-term job viability.

Anger Management – Upon successful completion of this training module, the employee will be able to:

• Comprehend the importance of dealing with situations that can cause outbursts of angry behavior.
• Comprehend the basic tools to mitigate anger and preserve a professional demeanor in the workplace.
• Admit mistakes and work to avoid repeating them while accepting personal responsibility for achieving personal and professional goals.
• Function effectively and achieve results even in adverse circumstances.

Transportation – Upon successful completion of this lesson, participants will be able to:

• Understand the relationship between reliable transportation and job security.
• Evaluate options for alternative transportation and select dependable solutions.
• Select a dependable vehicle and acquire the resources to purchase and maintain the vehicle.

Housing – Upon successful completion of this lesson, participants will be able to:

• Compare and evaluate housing options for compatibility with proximity to work, cost of utilities and family security.

Nutrition and Physical Fitness – Upon successful completion of this training module, the employee will be able to:

• Understand the importance of good personal habits with relation to work product safety and family health.
• Develop a program of sound nutrition, physical fitness and good hygiene for personal and professional growth.

Avoiding Destructive Behavior – Upon successful completion of this training module, the employee will be able to:

• Understand the impact of destructive behavior on job security as well as personal and family security.
• Demonstrate an understanding of how and where to access health care resources.

Communication Skills – Upon successful completion of this training module, the employee will be able to:

• Understand the importance of listening and be able to demonstrate effective listening techniques.
• Demonstrate an ability to follow through on instructions from the supervisor and act independently to achieve objectives without supervision.
• Utilize workplace assertiveness in an effective but non-threatening manner.

Problem Solving – Upon successful completion of this lesson, participants will be able to:

• Evaluate alternatives to problematic situations and select appropriate solutions.
• Understand the importance of resolving workplace conflicts and adapting to change in a fast and effective manner.
• Demonstrate an understanding of conflict resolution and techniques.
• Respond promptly to shifts in direction, priorities and schedules while effectively juggling multiple priorities and tasks.

Leadership – Upon successful completion of this training module, the employee will be able to:

• Understand the impact of demonstrated leadership techniques and effective planning on professional growth.
• Demonstrate knowledge of effective planning and control techniques.
• Demonstrate optimism and positive expectations of others while establishing high performance standards.
• Hold people accountable and help them stay focused on goals and priorities.
• Build trust and demonstrate integrity with a noticeable congruence between words and actions.

Budgeting – Upon successful completion of this training module, the employee will be able to:

• Understand simple but effective personal budgeting techniques that will allow timely payment of bills.
• Comprehend the basic withholding from your paycheck as well as hours worked and overtime.

Attendance – Upon successful completion of this lesson, participants will be able to:

• Understand the negative impact being late or absent from work has on your career and work performance.
• Arrange for transportation to and from work to ensure punctuality and job attendance.
• Arrange for childcare in the case of an illness or other family emergency to minimize the risk of absenteeism.
• Understand the negative effects of drugs and alcohol on work attendance.
• Understand the steps you should take in an instance where being late or missing work is unavoidable.

Letter Writing – Upon successful completion of this lesson, participants will be able to:

• Understand the different types of business letters and when to send them.
• Understand the information that should be included in the header of a letter or the signature of an email.
• Understand what to include in an introductory paragraph when sending business correspondence.
• Understand the basic information that you should include when writing a letter of inquiry.
• Understand the etiquette for writing a response letter to a business associate as well as the basic information that
  should be included.
• Understand the value of sending a thank you letter, as well as when it is necessary to send one.
• Understand the importance of proofreading business letters and what tools are available to assist in proofing written
  communication.

Positive Attitude and Motivation – Upon successful completion of this lesson, participants will be able to:

• Understand what attitude is and the benefit of having a good attitude at work.
• Understand what motivation is and the different ways people are motivated.
• Identify factors that may influence your motivation and attitude at work.
• Modify your work habits to effect a positive change on personal motivation at work.
• Utilize your own motivation to positively influence others.
• Maintain a positive attitude at work to create a motivating atmosphere.

Diversity – Upon successful completion of this lesson, participants will be able to:

• Understand that diversity can affect your attitude toward people.
• Define discrimination and identify laws that prohibit discrimination.
• Define tolerance and identify when it is appropriate to be tolerant.
• Respond to differences with others with a positive attitude.

Financial Literacy – Upon successful completion of this lesson, participants will be able to:

• Understand the importance of financial literacy.
• Identify problem areas in your life related to money.
• Understand the steps necessary to organize your finances.
• Identify your expenses.
• Understand the danger of impulse shopping and identify steps to avoid it.
• Develop a spending plan.

Goal Setting – Upon successful completion of this lesson, participants will be able to:

• Understand the benefit of setting goals.
• Create and prioritize a list of attainable goals.
• Develop an action plan with measurable long and short-term goals.
• Create a timeline to monitor progress toward achieving your goals.
• Assess your performance with personal reflection.

Business Etiquette:  Entry Level – Upon successful completion of this lesson, participants will be able to:

• Understand the importance of making a good first impression.
• Know what is appropriate professional dress for men and women.
• Understand the importance of good hygiene in work environments.
• Understand the impact of body language when meeting new people.
• Know how to prepare for appearing well groomed and appropriately dressed on the job.

Business Etiquette:  Professional Level – Upon successful completion of this lesson, participants will be able to: 

• Understand the importance of practicing good business etiquette with customers, and co-workers.
• Understand customary behavior when meeting with people in the work place.
• Understand the etiquette for formal and casual dress in the work place.
• Understand the expected procedure for calling and conducting a meeting at work.
• Understand the expected behavior when dining with business associates.
• Understand the expected behavior during meetings with customers and co-workers.