Can I help you? Effective communication for CALD workers in customer service TRAINER GUIDE Only

PLEASE NOTE: This book is the trainer guide only

Good customer service is an important part of many jobs. Being able to demonstrate proficiency in customer service makes a job seeker highly employable. Adult learners from CALD backgrounds, preparing to enter the Australian workplace for the first time, come with different cultural knowledge and different experiences of social and workplace interaction. They may face challenges demonstrating the customer service skills valued by Australian employers, given the culturally bound nature of many concepts and work practices.

Can I help you? is a practical and easy to use multimedia resource which assists teachers and trainers working with CALD learners to develop the communication skills necessary for good customer service.

Can I help you? teaches how to interact successfully with external and internal customers, colleagues and supervisors.

Can I help you? contextualises the learning in the Hospitality, Business and Retail industries, and demonstrates the transferability of such skills.

The three workplace settings that provide the contexts for the DVD scenarios and activities are

• an office
• a small food business
• a retail outlet

Can I help you? comprises a DVD, an audio CD and a trainer guide with photocopiable learner activities.

Funded under the Workplace English Language and Literacy (WELL) Program by the Australian Government Department of Education, Employment and Workplace Relations.

Suitable for trainees preparing for practical placement and workers new to Australia who speak English as a second language

Writers: Maggie Power, with Anne Wiyono and Carmel Davies