Literacy Requirements for Customer Service Jobs.

Autor/inn/en	Squires, Paul; Ross, Reginald G.
Titel	Literacy Requirements for Customer Service Jobs.
Quelle	(1990), (28 Seiten) PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Monographie
Schlagwörter	Adult Basic Education; Adult Literacy; Employment Qualifications; Job Performance; Job Skills; Mathematics Skills; Measurement Techniques; Readability; Reading Skills; Sales Occupations; Sales Workers; Service Occupations; Service Workers; Workplace Literacy + Suchen Sie Ihr Suchwort? Adult; Adults; Education; Adult education; Erwachsenenbildung; Employment qualification; Vocational qualification; Vocational qualifications; Berufliche Qualifikation; Work performance; Arbeitsleistung; Produktive Fertigkeit; Mathmatics achievement; Mathematics ability; Mathematische Kompetenz; Messtechnik; Lesbarkeit; Reading skill; Lesefertigkeit; Dienstleistungsberuf
Abstract	A study identified the reading and mathematics job requirements for three sales and service jobs. Subjects were 296 employees of a marketing division of a large telecommunication company. The readability of 420 passages from job and training materials was assessed by the Flesch Reading Ease index, which generated a value that was transformed to a grade equivalent score. The 153 arithmetic problems obtained from the materials were assigned a grade equivalent score. The literacy test was the Test of Adult Basic Education. Job performance measures were obtained for 96 subjects to evaluate the validity of the literacy test for the prediction of worker performance. Results indicated the reading scores for 90 percent of the workers were at or above the 11th-grade level; 56 percent of the reading documents evaluated were at or above that level. Mathematics scores for 65 percent were at or above the ninth-grade level; 33 percent of the problems were at that level. The literacy test and a cognitive ability test predicted job performance with equal accuracy. Problems encountered in literacy research were identified, including dimensions of literacy as they relate to the workplace; measuring literacy skills of the workplace; and the level of mastery required to achieve proficiency on the job. (21 references; 10 tables) (YLB)
Erfasst von	ERIC (Education Resources Information Center), Washington, DC