SANTA ANA WORK CENTER STEM YOUTH PROGRAM 2 - 2017

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stress is and how it affects both employees and the overall workplace. Causes of stress are identified and dozens of stress management tips and techniques are delivered and practiced. 8. Conflict Resolution - Conflict gets in the way of good business and meaningful relationships. Participants will explore the causes and impact conflict can have on customer service and workplace affairs. This course will cover proven strategies and techniques for resolving tough issues and how to turn a difficult customer, or colleague, into a loyal one. 9. Decision Making and Problem Solving - Many of us face a constant barrage of workplace decisions and problems to be solved. Regardless of job responsibilities, students will learn that they are responsible for smart choices. Instruction will focus on decision-snaking styles, processes and techniques, and when they each should be applied. Students will learn how to be creative problem solvers. 10. Managing Organizational Change - It's easy to become comfortable in a workplace environment and not expect change, but when change happens, we have natural tendencies to resist. This course reviews the negative effects of resisting change, skills needed to manage new responsibilities, and how to focus on the positive side of change. The Customer Service Academy is an interactive program that will utilize videos, books, personality assessments, presentation tools, and incorporate games to enhance the students' interpersonal skills and encourage participation in all 10 courses. In addition to their RSCCD certification, youth will also receive "The National Professional Certification in Customer Service" (NPCCS) from the National Retail Federation Foundation. Youth that attain the NPCCS will signify that they have demonstrated knowledge and skills noted as important to successful employment in best-practice, high-performance companies in the sales and service industries. A youth who earns this certification will have national, transferable certification of skills and knowledge in customer service. Leadership Development (SAWC): Staff will provide youth leadership development opportunities through peer centered activities encouraging responsibility in teams or individually to present and educate their peers on what they have learned about STEM careers and more specifically their chosen STEM occupation and work experience. The intended goal is for program participants to develop a presentation regarding what they have learned as well as providing theirs with an opportunity to practice their reading, writing and presentation skills. Post-Secondary Education Awareness (SAWC): Program module will include workshops teaching options about post-secondary education including traditional colleges and universities but also like apprenticeships, trade schools, and certified vocational education programs. The module will include lessons on researching different college and educational programs. All forms of financial aid will be covered during the workshops and how to apply for each. Mentorin,2 (SAWC): As part of the program, youth will have mentors that will provide guidance and support throughout the program and during 12 months after they have completed the program. They will each have our Youth Case Manager that will guide theirs through the program and provide them support. Youth will be able to meet with their case manager on a monthly basis at minimum or as often as needed during the program to go over any issues they may be having or discuss their progress in the program. Their Case Manager will oversee every aspect of their participation in the program and make sure they have someone to answer their questions and look to if they encounter any issues. Each youth will also Exhibit A 4