SANTA ANA WORK CENTER STEM YOUTH PROGRAM 2 - 2017

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Service certification. Staff will work with each youth, taking into account each skill sets and interest in order to find an appropriate match with a STEM employer. Youth will be exposed to what it's like to work in a STEM career and/or job shadow someone in the STEM field. They will learn what educational background is required, through one-on-one sessions with their Case Manager and WEX employer. Furthennore, youth will be asked to journal their WEX experience and how they put to use or benefited from their 10 comprehensive components they received from RSCCD Customer Service Academy. Occupational Training: All participants will complete the RSCCD Customer Service Academy that consists of 10 comprehensive components that will complement any STEM career. Through its Corporate Training Institute, RSCCD will provide training in 10 specialized Customer Service categories focused on interpersonal and social skills and lead to a Certificate from Rancho Santiago Community College District. This Customer Service Academy program consists of 10 eight-hour courses that will be presented in half-day segments (4 hours each class) for a total of 80 hours throughout the summer months. Students will receive certificates and training in the following specialized subjects that will enhance their personal, academic and professional lives: Customer Service, Communications, Team Building, Attitude, Values & Ethics, Time Management, Stress Management, Conflict Management, Decision Making & Problem Solving, and Managing Organizational Change. Following is a description of each course. 1. Customer Service - Students will explore key skills and attitudes necessary to effectively meet both internal and external customer needs ...this includes employers/colleagues and business clients respectively. Participants will be introduced to concepts and appropriate techniques for dealing with the different audiences, enhancing customer satisfaction and insuring positive communication. 2. Communication in the Workplace - Being key to customer service success, communication is critical in understanding what the customer's want, when they want it, why they want it and what their expectations are. The best approach in trying to figure all this out is by means of being good listeners and communicators. This course will cover verbal and non-verbal communications as well as superior listening skills with the opportunity to practice techniques. 3. Team Building - Excellence in customer service to our external clients is often tied to how our internal customers get along and can work together. Working as a team can increase productivity, enhance project management, reduce business conflicts and create superior customer service. Students will learn the "styles" of classmates so they can work together better on projects and customer satisfaction. 4. Attitude in the Workplace - Having the right attitude has a positive impact on the workplace and our interactions with customers. Topics in this course will explore how attitudes at work positively and negatively affect customer service, the organization's image, productivity, and employee retention. The best selling training video "FISH" will be featured. 5. Values and Ethics - Ethical behavior affects what happens in the workplace. This course provides the opportunity to evaluate ethical behavior and what's appropriate and what's not. A three-step checklist is introduced to help participants in recognizing ethical behavior. 6. Time Management - Whether it's in the workplace, home or school, all areas of our life benefit from efficiency and productivity. The way we manage our time has an impact on our ability to get things done. Students will explore time management techniques that will help you stay in balance and be more effective in the workplace. 7. Stress Management - Nearly 1 million Americans call in sick every day because of stress related reasons, costing organizations money, especially in lowered productivity. This course defines what Exhibit A