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About the author:
Jay Goldberg, MBA, is a workplace training program development and implementation consultant. He believes strongly in a demonstrated competency approach to training, especially for workplace training. He has been involved with work readiness training since the early 2000s and customer service training since the 1980s. During a presentation in Jacksonville, Florida in January of 2003, the work readiness and customer service training program developed by Mr. Goldberg was called the best work readiness certification program in the United States by a member of the National Skills Standard Board, who also added that many of the other work readiness programs cause more harm than do good.


Includes: lecture content, in-class exercises with answers, personalized participant worksheets, competency statements and tracking forms, section review key concepts, scenarios that can be used for skill building or certification/final tests, and more

Authored by Jay Goldberg

This book is a complete program for work readiness and customer service training and can be used in a structured classroom environment or for on-the-job training.

This is the instructor book with the answers to the exercises and more.

What’s included in this book? You get lecture content, in-class exercises, individual worksheets for participants; assessment tests with an answer key in the back of the book; competency statements with competency tracking forms; guidance for running a demonstrated-competency based training program, key concept review points to use in a question and answer session with participants at the end of each major section (workplace basics, workplace skills, people skills, customer service) which underscores what the participants should have learned from each section; and eight scenarios where things go right and things go wrong that can be used as read and discuss exercises, or the basis for a certification/final test.

As a consultant who developed work readiness training programs for workforce development boards, Mr. Goldberg charged as much as $60,000 to $100,000 to develop and implement a program and then between copying participant materials and multiple text books, there was about a $150 to $175 a seat charge.

Now for the cost of this book you can implement a program and save the consulting fees; and for the cost of the classroom book (no exercise answers, no instructor materials, etc.) you have a lower per seat charge. In addition to the books, PowerPoint slides have been created to help instructors conduct their training. Purchase this Instructor Guide here. Then visit www.DTRConsulting.BIZ to find out about purchasing a complete program which includes the PowerPoint slides and classroom books. The classroom books are available without purchasing a program, but with a program you get the PowerPoint slides and a discount code for the classroom books.

Why the low cost for the program? The hope is that venues using Mr. Goldberg’s work readiness and customer service training materials will structure their programs whereby their participants get to keep their classroom books so that they have a reference tool to use while on the job. This also allows the participants to fill out their personal worksheets in the book itself ensuring that those worksheets become part of their reference tool. It is also why he recommends an open book approach for all in-class exercises, assessment tests, and certification/final tests. Let the participants get used to looking up information in their reference book in class so that they can transfer that skill to the workplace and use the book when issues arise on the job.

Publication Date:
1492804959 / 9781492804956
Page Count:
Binding Type:
US Trade Paper
Trim Size:
8.5" x 11"
Black and White
Related Categories:
Business & Economics / Human Resources & Personnel Management

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