CIWARETAIL TRAINING PROGRAM

Citizen and Immigration Canada

Classroom

Training

Skills Development

Getting Organized

Being on time, telling time

Using a diary

Reading a schedule

Determining availability

Using the Phone Basic phone etiquette

Phoning to report lateness or sickness

Leaving and understanding messages

Customer Service Greetings, small talk and

offering to help

Eye contact, body language

Clarifying and confirming customer needs

Following and giving directions

Thank yous and parting comments

Referring issues to coworkers

Dealing with difficult customers

Vocabulary Development Produce, Bakery and other

Grocery vocabulary

Housewares and Kitchen

Pharmacy

Clothes

Store Departments

Store staff and equipment

Bagging

Handling MoneyCounting money and rolling coins

Making change

Numbers

Reading prices

Reading Codes and Labels

Adding, subtracting, mulitplying, percentages and fractions

Document UseReading labels, signs, shelf tags, coupons and

flyers

Identify the same and different product/UPC/Expiry

Copying (for example: complete a rain check)

Common forms (for example: availability, request for time off)

Reading pay stubs

Basic test taking and questionnaire skills

Schedules and Timetables Using a table of schedule to

look up information

Containers, Weights and Measures

Canadian weights and measures

Using a weigh scale and other measuring equipment

Measuring and diluting liquids

Teaching Techniques

Classroom Practice

Customer Service: Role Plays

Courtesy Clerk: Bagging Groceries

Practicing with Retail Equipment

Using a Cash Register

Developing Speed and Accuracy

Pronunciation Practice

Computers (email and internet lookups)

CDs, Videos, and Smartboards

Using Videos for Training

Games, Puzzles, and Songs

Model Store

Guest Speakers

Store Visits

Workplace Expectationsand Safety

Safety Training

WHMIS (Workplace Hazardous Material Information System) basic instruction and certificate

Mini Basic Food Safety Certificate

Workplace Expectations

Following instructions and rules

Asking questions to clarify

Getting help when needed

Workplace Rights and Responsibilities

Dress Codes for work.

Work Experienceand other training activities

Work Experienceand other training activities

Resume preparation

Confirmation of references

Site visits and workplace demonstrations

Basic needs support and referrals

Interviews

Work Experience

Onjoing Job Search Support

Serving Customers

Chopping, Slicing, and Dicing

Organizing and Cleaning up

Celebrations

Building Friendships

Scarf Party

Fun and Practical Experience

BAKE SALE

Stampede Breakfast

Alternative

Clothing Sale

Group 5

Group 4

Group 3

Group 2

Group 1

Citizen and Immigration Canada