CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOBS SKILLS by USAIDPakistan

FROM THE AMERICAN PEOPLE

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOBS SKILLS

SUGGESTED DURATION: 90 hours spread over 15 days

OCTOBER, 2010 This publication was produced for review by the United States Agency for International Development. It was prepared by CARE International in Pakistan

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

ACKNOWLEDGMENT The PAKISTAN JOBS project is a USAID funded project designed to improve the competitiveness of the Pakistani economy by strengthening systems for workforce development, encourage Pakistani companies to invest in human capital, and improve access to training, jobs and business opportunities, especially for youth and women. The four components are (1) Industry Sector-Led Technical Training; (2) Employability, Job Placement, and Entrepreneurship for Secondary School and University Graduates; (3) Integrated Work and Learning Program for Less-Educated Youth; and (4) Youth Employability Exchange Systems. USAID PAKISTAN JOBS project is working for the skill enhancement of the workforce in Pakistan in several growing economic sectors including agriculture, energy, construction, information technology, call centers, pharmaceuticals, garment manufacturing, carpet weaving, and fisheries. Preparation of standardized and tested curriculum would one of the major contributions of this project. Pakistan is a country of diversified culture and traditions. More than half the population falls below the age of 24 out of one hundred sixty million diverse people,A 'knowledgeable' workforce, one that is both highly skilled in a particular occupation and also exhibits flexibility, is seen as the most important human capital required for the development of a country. Youth might be academically qualified they are still professionally challenged as there is a lack of employability skills need to be developed amongst the youth in order to provide them an opportunity for gainful employment.The present curriculum and learning material on employability skills (vital job skills) has been prepared for the training of youth on employability skills. This program comprises of modules on communication, IT, selling, customer service, administration, articulation, and record keeping enabling youth for general entry-level jobs in SMEs. The USAID PAKISTAN JOBS project wishes to thank all the persons and organizations that contributed in the many ways to the preparation of this curriculum.The shared technical knowledge, experiences, and perspectives have produced a tool that will have a significant positive impact on the employability skills of youth. Special thanks are extended to the Arshad Akif, CEO, ASK Development and his team who coordinated preparation of the curriculum and learning material. Sincere appreciation is also extended to Shahid Ali who contributed in the preparation of this curriculum and learning material. Muhammad Mukhtar Pasha, BTN Specialist and Dr Nazir Mahmood, Curriculum Consultant for USAID PAKISTAN JOBS Project were instrumental in the Finalization of the syllabus.

Mark Nolan Chief of Party USAID PAKISTAN JOBS Project Implemented by Care International in Pakistan

USAID PAKISTAN JOBS CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOBS SKILLS

SUGGESTED DURATION: 90 HOURS SPREAD OVER 15 DAYS

Disclaimer: The author's views expressed in this publication do not necessarily reflect the views of the United States Agency for International Development or the United States Government

Introduction

Rationale Synopsis

Training Methodology

Program Planning Template

5.1

Day 1: Learning Community And Time Management

5.2

Day 2: Personal Development And Positive Thinking

5.3

Day 3: Corporate Etiquettes

5.4

Day 4: Articulation

5.5

Day 5: Communication Skills

5.6

Day 6: Customer Service And Selling Skills

5.7

Day 7: Selling Skills

5.8

Day 8: Session: Telephonic Handling

5.9

Day 9: Basic Writing Skills

5.10 Day 10: Writing and Composition Processes

5.11 Day 11: Office Administration

5.12

Day 12: Resume Writing

5.13 Day 13: Job Interview Skills

5.14 Day 14: Microsoft Office Word

5.15 Day 15: Microsoft Office Excel and Power Point

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

CAPACITY DEVELOPMENT CURRICULUM FOR SOFT SKILLS TRAINING INSTRUCTORS

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

Main Section

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

USAID PAKISTAN JOBS CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOBS SKILLS

SUGGESTED DURATION: 90 HOURS SPREAD OVER 15 DAYS

Disclaimer: The author's views expressed in this publication do not necessarily reflect the views of the United States Agency for International Development or the United States Government

Day 1: Learning Community and Time Management

Day 2: Personal Development and Power of Positive Thinking

Day 3: Corporate Grooming and Etiquettes

Day 4: Articulation: The Art of Speaking Correctly

Day 5: Introduction of communication skills

Day 6: Customer Care And Service Skills

Day 8: Handling a Telephone Cal l

Day 9: Bas ic Writing Skills

Day 10: Writing and Composition Processes

Day 11: Office Administration and Other Functions

Day 12: Resume Writing

Day 13: Job Interview Skills

Day 14: Microsoft Word

Day 15: Microsoft Excel & Power point

Pre/Post-Workshop Questionnaire For Vital Job Skills

Answer Key For Vital Job Skills

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CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 5 EXERCISE 1: INTRODUCTION OF COMMUNICATION SKILLS Communication is commonly defined as: "a process by which information is exchanged between individuals through a common system of symbols, signs, or behavior or exchange of information". Communication is a dynamic process… Through this process we convey a thought or feeling to someone else. How it is received depends on a set of events, stimuli, that person is exposed to. How you say what you say plays an important role in communication.

The Communication Process Idea Sender Develops Encodes Messages Feedback

Ÿ Ÿ Ÿ Ÿ

Sends Signal Transmission To Decodes Interprets Provides Meaning Receiver

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

Exercise 5: Recapturing Main Points 1. What are five basic steps of the active listening skills?

2. Explain the emotional process (filters) in listening and how they affect our communication?

DAY 5 EXERCISE 6: NON-VERBAL COMMUNICATION (COVERED UNDER CORPORATE ETIQUETTES) Nonverbal communication is the process by which nonverbal behaviors are used, either singly or in combination with verbal behaviors, in the exchange and interpretation of messages within a given situation or context Functions of Nonverbal Communication: Ÿ Complementing: adding extra information to the verbal message Ÿ Contradicting: when our nonverbal messages contradict our verbal messages Ÿ Repeating: used in order to emphasize or clarify the verbal message Ÿ Regulating: serves to coordinate the verbal dialogue between people Ÿ Substituting: occurs when a nonverbal message is used in place of a verbal message Ÿ Accenting: emphasizing a particular point in a verbal message

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 10 EXERCISE 4:THE WRITING PROCESS – AN OVERVIEW For a message to be effective, it should be well planned, well organized and well constructed. The composition process helps you gain control over your message. The question is how do you do that? How do you convey your message in a letter or in a ten minutes speech when you have so much to say? People stare at a blank page for hours, not knowing where to start and where to end and what to say in between that. They are frightened of a blank page. Writing is viewed as a multistage process. The stages are interactive and frequently occur simultaneously. The writing process consists of prewriting, drafting, revising, editing, and publishing'

COMPOSITION PROCESS 1.The Pre-Writing Prewriting is considered the most crucial of the stages in the writing process. Planning: Ask yourself the following questions: Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ Ÿ

What should I write about? Is my topic too broad? What do I know about the topic? Where can I find more information? Who is my audience? What do I want them to know? What form is appropriate?

TIPS - What ways can I pre-write? Ÿ Free Writing Ÿ Journaling

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 11 EXERCISE 1: OFFICE ADMINISTRATION THE OFFICE IN ORGANIZATIONS Every organization is controlled from a nerve centre called 'the office'. If it is a large organization it may have many offices, and the most important one will be called the 'head office' What part does the office play in the business activities of production, distribution and exchange of goods and services?

EXERCISE 2:THE FUNCTIONS OF THE OFFICE List functions of a typical office:

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 11 FILING ROUTINE Ÿ When the letters or correspondence are received, they are duly stamped, if authorized, indicating the date, time, file reference, code etc. of that particular document Ÿ The correspondence is then directed to the concerned executives to whom they are addressed Ÿ Letters termed as “Confidential” or “Personal” or “Classified” are not opened and are sent as received to the concerned official Ÿ After receiving these letters or correspondence documents, they are to be read first and then organized in order of importance and priority for the yourself or your boss to save time Indexing and Coding of New Files Ÿ Where new files are opened, indexing and coding is the most appropriate activity that the filing staff needs to undertake Ÿ Indexing or coding of letters or correspondence would indicate the title or other details and the exact location of the record in the information storage area. Ÿ A code number is assigned to the file to indicate its location, classification and relative importance to the business and the organization Ÿ Many names are multi word names and some people might request a file differently from others e.g. Air Mail Co or Mail Co. – Air. In this case cross-referencing becomes important. We may cross reference the index like this: Air Mail Co. (See also Mail Co. – Air) FILING CAN BE DONE FOLLOWING EITHER ONE OF THE FOLLOWING FILING SYSTEMS: 1. 2. 3. 4. 5. 6.

Alphabetic Filing System Numeric Filing System Subject Filing System Geographic Filing System Chronological Filing System Combination Filing System

1. ALPHABETIC FILING SYSTEM Ÿ Each name can be divided into indexing units. Ÿ The first indexing unit is then selected. This could be the surname of a personal name. Ÿ If the first letters are the same, the next letter decides which file should come first

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 11 1. CHRONOLOGICAL FILING SYSTEM Ÿ Filing letters and other correspondence in date order comprises this system Ÿ Usually the most recent letter/correspondence is placed on the top

Exercise: Sort out the following details in the chronological order. Annual grant received on 2 October 2006 Letter of appreciation received on 15 December 2006 5 Computers purchased on 10 August 2007 Electricity bill was paid on 5 August 2006 Complain letter issued on 7 February 2007 Training report was released on 25 March 2006 On 24 January 2006 gas bill was paid Ahmed bought 2 colour prints on 4 April 2007 Awais resigned on 24 April 2007 Akhtar joined on 22 April 2007 Auditor's report received on 5 January 2006 Stationary bill received on 15 March 2006 May salary was paid on 27 May 2007 2.

COMBINATION OF FILING SYSTEM

Ÿ Any of the above five filing systems can be combined together and used for convenience of

retrieval Ÿ For instance a filing system could be in alphabetic, numeric, or subject order, etc. Ÿ Records Summary Ÿ Record can be managed and summarized as follows:

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

DAY 12 Step 3: Write Your Resume Objective Statement Sample Objective Statements. 1. An objective statement is the first thing listed after your personal information. 2. The objective statement is a sentence or two that basically sums up your current career goals. 3. If you're starting your resume from scratch, write your objective statement first. This can help you decide what information to highlight on your resume. 4. Do not write a generic objective statement; it is more likely to turn off a prospective employer. Ÿ Example: My goal is to get a rewarding job that pays well. 5. Your objective statement should relate to the job you are applying for. Ÿ Example: An experienced public relations consultant, I now seek a position as an account manager where I can utilize my management skills 6. Target this statement to the position you're interested in. This is the first information on the page after your name and address, and it should make the case for you being the perfect person for the job! Step 4: Choose a Resume Style 1.

There are several types of resumes:: Ÿ Chronological Ÿ Functional 2. You want to think about your situation and create the best resume for your experience and desired job. 3. Most recruiters want your resume to show your career progression. Therefore, chronological or combination resumes (resumes that list your work history in chronological order, starting with your most recent job) are the most common types. 4. Pick the type of resume that is best suited to you and your goals. 5. Most resumes should fit on one page. However, if the information is truly important and necessary, two pages are acceptable. Ÿ If you have less than 10 years' work experience, you should only need a one page resume. Ÿ It is better to go onto a second page than to leave out important information. Do not go onto a second page for unimportant information, like personal hobbies, out-of-date skills and achievements from over 10 years ago.

CAPACITY DEVELOPMENT CURRICULUM FOR VITAL JOB SKILLS

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