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CIWA, Retail Training Program
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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