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English works in... Retail & Customer Care

This ESOL course is suitable for learners who are unemployed, in receipt of Job Seekers Allowance or Employment Support Allowance and looking for work in a specific work sector.

  • The courses will be delivered at Entry 3 level.
  • You will improve your communication skills and learn the language, IT and work skills you will need to find a job and to use in the workplace environment.
  • Employers will be invited into the classroom during the course to talk to you about their sector and the opportunities and expectations within it.
  • There will be 9 hours of study a week for 9 weeks.

Course aims

  1. To carry out extensive diagnostic assessment to identify your current level of language skills and to determine your areas for development.
  2. To improve your speaking and listening skills in everyday situations connected with education, training, work and social roles.
  3. To support you in your employability journey and improve your chances of finding sustainable employment.

An important aim of the course is to provide on-going assessment of your progress and a report for you and the Job Centre Plus (JCP) at the end of the course with recommendations for further study.

Learning outcomes

Language

By the end of the course you should be able to:

  • Speak clearly in a range of situations using formal language when appropriate, make requests and ask questions to obtain information in a range of situations, make relevant contributions and respect turn-taking in discussions.
  • Listen to and understand explanations, instructions and narratives in a range of topics.
  • Read and understand, scan and obtain specific information in a range of text types.
  • Plan and draft writing using correct punctuation and correct basic grammar.

Information Technology

By the end of the course you should be able to:

  • use a computer to word process texts (e.g. emails, letters and forms).
  • use the internet to research job opportunities other information relevant to your studies and life.
  • Use ICT to communicate e.g. sending emails.
  • Complete on line applications.
  • Manage a JCP Universal Jobmatch account.

Employability

Employability skills will include completing forms, time management, team work, problem solving, using initiative, following instructions, and all aspects of the job application process.

By the end of the course you should be able to:

  • find out about job vacancies from a range of sources.
  • read job adverts and recognise the key information.
  • identify and understand and job role and responsibilities.
  • evaluate your suitability for different types of jobs.
  • complete a job application form.
  • produce a Curriculum Vitae.prepare for and take part in job interviews.

Sector Specific Areas of Study

  • What is good customer service?
  • Giving information, advice and guidance.
  • Health and Safety.
  • Personal organisational skills and timekeeping.
  • Recognising customer needs.
  • Working in a team.
  • Cash handling.
  • Dealing with problems and complaints.
  • Form filling.
  • Rights and responsibilities in the workplace.

How you will learn

You will learn by:

  • taking part in pair and group work with your classmates.
  • working individually with support from the tutor and with the support of a trained volunteer tutor.
  • taking part in conversations, role plays and communication activities.
  • engaging with information technology including internet use.

You will have your own negotiated individual learning plan to record and review progress. Progress will be reviewed regularly and a report provided for you and the JCP at the end of the course.

Learner responsibilities

You will be expected to:

  • attend all the classes.
  • attend the whole class.
  • arrive at the classes on time.
  • do all the homework that is requested by the tutor.
  • attend the individual appointments required by the course.
  • If you cannot attend a class, you will notify the tutor in advance or contact the centre by telephone before the start of the class.
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