Acknowledgements Partners for this project include: Elgin, Middlesex, Oxford Local Training Board Goodwill Ontario Great Lakes Literacy London Inc. London Employment Help Centre Pathways Skill Development & Placement Centre Thank you to the following organizations for distributing the employer survey: Strathroy and District Chamber of Commerce London Chamber of Commerce Tillsonburg District Chamber of Commerce Ingersoll District Chamber of Commerce Woodstock District Chamber of Commerce St. Thomas and District Chamber of Commerce The London Economic Development Corporation The Human Resources Professionals Association of London & Distinct
This is a Literacy Link South Central project. Literacy Link South Central 213 Consortium Court London, Ontario N6E 2S8
519.681.7307 www.llsc.on.ca literacylink@bellnet.ca
This project was funded in part by the Government of Canada’s Office of Literacy and Essential Skills
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Introduction by Debra Mountenay, Executive Director Elgin, Middlesex, Oxford Local Training Board
As an employer, I know that there are skills that all of my employees must have in order to do their work. In fact, all employees need a certain set of skills to be effective and efficient in their workplace. These skills are called Essential Skills. Through extensive research, the Government of Canada and other national and international agencies have identified and validated nine Essential Skills. These skills are used in nearly every occupation and throughout daily life, in different ways and at different levels of complexity.
Essential Skills Reading Text
Working with Others
Document Use
Continuous Learning
Numeracy
Thinking Skills
Writing
Computer Use
Oral Communication As employers, we also all know that the level of skill required in each of these areas varies from industry to industry and, in many cases, from business to business– but what are the skill priorities today? We did some market research to find out, and asked 60 local employers from the counties of Elgin, Middlesex, and Oxford in Southern Ontario to identify where they see the priorities for the future workforce. An electronic survey was developed to explore •
skill levels currently used in workplaces
•
tools used to assess prospective employees against Essential Skills
•
future skill requirements employees will need to adapt to innovations and processes
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Introduction (cont.) Employers – all sectors and all sizes – answered. What we found is that employers unknowingly rate Essential Skills as the skills they require for a successful workforce, yet they may not be using the tools that are available to them to assess whether employees have these Essential Skills. Résumés often talk about education and experience, but they don’t tell an employer how well the applicant works with others, thinks through a problem, or uses documents. To ensure the sustainability of small, medium and large businesses in all business sectors, companies require employees with well-developed Essential Skills. This helps them to cope with increasing job complexity and changing technology. Essential Skills for Employment: What Résumés Won’t Tell You provides an overview of how other employers determine whether potential hires have the skills they need in their workplace. In this report you will also find how to determine the Essential Skills needed for your workplace and how they can play a role in your hiring process. What about you? Do you agree with the answers we received? Do you know what role Essential Skills play in your workplace? Do you hire employees based on these nine Essential Skills?
We welcome your input. Send your comments to literacylink@bellnet.ca
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4
Who responded to this survey? Sixty (60) organizations from the counties of Elgin, Middlesex, and Oxford in Southwestern Ontario responded to the survey.
Industry Sector Employers who responded to this survey were from the following industry sectors:
Manufacturing
20.9%
Sales & Distribution
9.3%
20.9% (9)
23.3% (10)
Temporary Help Agencies 9.3% (4)
9.3% (4)
Health Care
4.7%
Service
20.9%
4.7%
4.7% (2) 4.7% (2)
Legal
2.3%
11.6% (5) Construction & Landscape
4.7%
2.3% (1) 4.7% (2) 4.7% (2)
20.9% (9) 7.0% (3)
Public Service Financial
4.7% (2) 2.3% (1)
7.0%
4.7%
CommunicationͲ Radio, Print, TV 2.3% Transportation Consulting
11.6%
NotͲForͲProfit Other
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23.3%
9.3%
4.7%
Number of Employees
The following reflects the number of employees in the workplace of those who responded to the survey.
18.6% (8) 25.6% (11)
4.7% (2)
7% (3)
18.6% (8)
23.3% (10)
1-30
25.6%
31- 70
18.6%
71-100
2.3%
101-250
23.3%
251-500
7.0%
500-750
4.7%
more than 750
2.3% (1)
18.6%
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What did they say? Question: Do your employees have the basic skills required for your company to be competitive during the next 3 years?
2
Reading text: reading sentences or paragraphs
17 12
Document use: graphs, lists, drawing, signs
10
Numeracy: using numbers in quantitative terms
1
Continuous learning: Ongoing process of aquiring skills and knowledge
0
5
38
10
39
17
Yes NA
31 22
9
Minimal Acceptable
16
9
Computer use: variety and complexity
35
16
9
Thinking skills: problem solving, decision making, planning and organizing
34 No
3
Working with others: to complete tasks
29
16
4
Oral communication: exchange information
17
13
7
Writing: text, filling in forms, typing
39
27
24 25 15
20
25
30
35
40
People who show strong skills in reading, working with others and oral communication should be well-positioned within corporations. comment by project partners Essential Skills can help you benchmark consistent job requirements and establish succession planning to meet your organization’s current and future needs. Essential Skills: The foundation of workplace safety and productivity April 2008
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What did they say? Question: When hiring new employees, or selecting current employees for other positions, do you have any methods to assess the person’s strengths and/or weaknesses in the following 9 skills?
Reading text
35
20
Document use
28 27
Numeracy
27 28
Writing
35
20
Oral communication
11 25
Working with others
Thinking skills
34 40
15
Computer use
33
23 5
10
15
No
31
21
Continuous learning
0
Yes
44
20
25
30
35
40
45
50
The interview may be the method of assessment for oral communication. I would be curious to know if someone uses a specific tool to measure oral communication skills during the hiring process. comment by project partners The Essential Skills web-site has FREE, printable reading, document use and numeracy indicator exercises to use during your recruitment and succession planning process. http://srv108.services.gc.ca/english/general/tools_apps_e.shtml Essential Skills for Employment
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Question: What do you consider to be the highest skill training need for your current employees? The following list represents the most often identified skill training needs. (56 responses) One response identified high school/college/university as the skill level. This response indicates an education level versus a skill level. •
Communication with co-workers and people in other departments, including safety instructions and related work procedures (11)
•
Thinking – includes understanding what is being said, analyzing information, logical presentation of thoughts, planning oral responses and work plans, and problem solving (11)
•
Working with Others and team building, achieving common goals, cross training (7)
•
Writing - attention to details; Reading Text– both speed and comprehension (7)
•
Computer Use - MS office, Excel, email, programmable controllers (6)
•
Effectively managing attendance (4)
•
Numeracy - all applications related to numbers such as mathematics – and formulas (4)
•
Accepting/managing change (3)
•
Reading - English (2)
Change is showing more and more everywhere. It’s good to see employers are it realizing it and embracing it. comment by project partners Employers were asked Thinking of your own workplace, what kinds of skills do you consider to be Essential Skills? Top three Essential Skills listed: • Oral Communication • Working with Others • Computer Use Report- Essential Skills in Canadian Workplaces, 2007; 1500 employers were surveyed Essential Skills for Employment
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Question: What do you consider the greatest need for skill improvement among job applicants? The following list represents the most often identified skill improvements: (54 responses) •
Communication, communication, communication!!!!! All forms – oral, written (particularly with resumes), spelling and grammar, listening, working with others, taking time to ensure understanding (several references to the book “7 Habits of Highly Effective People” by Stephen Covey.) (25)
•
Continuous Learning – understanding and applying current technologies, theories, concept, and computer applications. (15)
•
Thinking Skills, problem solving,– critical/lateral/creative thinking outside the box. (9)
•
General responses such as, “as above, ditto, trades positions, same, demonstrating enthusiasm. “ (5)
The results of this question reinforce what we are telling our clients in the employment sector: communication skills, problem solving skills, and continuous learning are important. comment by project partners Problem solving (Thinking Skills), teamwork (Working with Others) and verbal communication (Oral Communication) were top three Essential Skills identified by management. 2007-2008 Annual Management Issue Survey. Canadian Manufacturers and Exporters
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Question: With reference to the responses in the previous 2 questions briefly identify if training/development needs have changed from past years and if so, in what ways. (Enter N/A if training/development needs have remained the same.) The following list represents the most often identified responses to how training/development needs have changed, and in what ways: (54 responses) •
Workplaces have become more integrated and computerized, resulting in less interaction between employees, need for continuous learning in all business aspects, particularly with computer applications. (6)
•
Same needs, just more critical than in the past. (3)
•
New learning centre to ensure appropriate training for all levels of staff – a 4 hour orientation “Bronze” program for staff, back up for Department Manager “Silver” program and a “Gold” program for Department Manager training. (3)
•
Increasing emphasis on health & safety issues, processes, procedures and monitoring. (3)
•
More emphasis on dealing with people/customers. (3)
•
With job applications being mostly on line, and new accessibility standards being developed, there is need to ensure web applications are accessible to all. Language and diversity issues will be a rising concern. (2)
31 responded N/A, and 3 responses were too general to define. The increased use of technology for communication puts additional pressure on employees to have solid communication skills. They need to be clear in the messages that they send. comment by project partners People with low literacy levels may be good performers in their current jobs. They have learned their jobs by example and instinct, and through experience. However, they are likely to be slower to respond to new developments and change. Business Results Through Essential Skills and Literacy - Canadian Manufacturers and Exporters, Ontario Essential Skills for Employment
11
Question: Employers are moving toward more innovative prosesses. What skills will be required by your employees to enable them to adapt to new innovations and the accompanying processes?
3
Reading text
19 8
Document use
17
7
Numeracy 1
2
Oral communication
1 Continuous learning
Not at all important Somewhat important 46 45
3
17
N/A
35
7
47 14
37
1 0
Important Essential
9
4
Computer use
31
8
2
Thinking skills
28
20
2
Working with others
34 21
4
Writing
34
10
20
30
40
50
Skills that employees will need to enable them to adapt to new innovations and accompanying processes: (4 “optional” comments) •
Sharing information
•
Listening
•
Showing initiative
•
Personal development that is sustainable – reading, writing and mathematics
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It makes sense that employers listed Thinking Skills, Working with Others and Oral Communication as the top three skills. These are the skills that will help workplaces deal with change. comment by project partners Nine in ten employers say that Essential Skills are very important for improving customer satisfaction, the overall success of the organization and improving the productivity of employees. Report- Essential Skills in Canadian Workplaces, 2007
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Question: Please indicate if the skill level will be at the Basic or Advanced level for entry positions in your company by placing a check in the appropriate box.
33
Reading text
21 39
Document use
15 38
Numeracy
16 32
Writing
22 12
Oral communication
Basic
37
Advanced 17
Working with others
37 28 26
Continuous learning 12
Thinking skills
42 30
Computer use
25 0
10
20
30
40
50
(5 “optional” comments) •
Skill level will vary depending on the job description and the supervisory level
•
Depends on the position. Some of the entry level positions will require advanced skills whereas other introductory positions just need basic skill levels
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14
•
Most positions require advanced, but it would certainly be role specific. Too many roles in healthcare to identify each case. I would say advanced for almost all positions.
•
Depends on the position – warehouse versus office.
•
Always willing to develop other employee’s supervisory skills.
Global competition and evolving technology increases the need for highly skilled employees. comment by survey developer
Essential Skills are the foundation for learning other skills, such as technical skills. They also help us adapt to change. It is no surprise that we say these skills are transferable from school to work and further education or training, as well as from job to job and sector to sector. Ontario Skills Passport-Ministry of Education
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Question: In the spaces below, using key words, please identify what formal tools you use to assess applicants’/employees’ Essential Skills. If not assessed, please enter "N/A". Of the respondents to this question, the following list represents the summary of comments for each of the Essential Skills: Reading text: 42 responses,
Document Use: 41 responses
reading assignments (7)
interpreting patient charts (5)
presentations (7)
simulation exercises (3)
work instructions (7)
written component (2)
online aptitude/competency testing (6)
completing electronic forms (2)
role-plays (2)
not applicable (25)
not applicable (16)
too general to define (4)
too general to define (3) Numeracy: 41 responses
Writing: 41 responses
financial simulations (6)
resumes (4)
computer evaluations (5) Excel testing (1)
written responses to interview questions (4)
measuring (1)
written questions and answers (4)
PREVUE assessments (1)
reports (3)
not applicable (24)
aptitude testing (1)
too general to define (3)
patient reports (1) completing forms (1) emails during the interview process (1) proposals (1) scripts for broadcasting (1) not applicable (15) too general to define (3)
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Oral Communication: 42 responses
Working with Others: 42 responses
define - telephone and face-to-face interviews (28)
define - reference checks (8)
shift transfer briefings (1)
PREVUE assessments (2)
behaviour-based questions (1)
DISC (DiSC Profile is a self-scored
projects (1)
behavioural assessment. Behavioural
presentations (1)
styles are grouped in four categories:
role plays (1) not applicable (8)
Dominance, Influence, Steadiness and Conscientiousness.) (2)
too general to define (1)
not applicable (17)
team experiences (5)
too general to define (4)
Continuous Learning: 42 responses
Oral Communication: 41 responses
skills listings as part of application process (12)
testing (11)
history of courses taken (2)
performance reviews (2)
internal and external training
presentations (1)
courses (2)
PERVUE assessments (2)
interview process (10)
behavioural evaluation 2 yearly learning plans 1. not applicable (22) too general to define (1)
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Computer Use: 41 responses exercises in MS Office, Excel, electronic forms (other than job application process), assessing ability to access electronic records (11) requirement to complete computer testing as part of the application process (8) computerized application process (4) not applicable (16) too general to define (2)
Employers may be using the application process to informally test people’s Essential Skills (for example- resumes, phone conversations and written tests during interviews). comment by project partners Test of Workplace Essential Skills (TOWES) has undergone an extensive psychometric review and nation-wide field-testing involving thousands of Canadians to ensure its validity. These results prove that TOWES is the best measure of Essential Skills in Canada. TOWES website www.towes.com
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Question: Please rate the effectiveness of the methods used in the previous question, using a scale of 1-4 with 1 being poor and 4 being excellent.
Reading Text Tools
3.11
Document Use Tools
2.59
Numeracy Tools
2.7
Writing Tools
3.07
Working with Others Tools
2.63
Thinking Skills Tools
3
Computers Use Tools
2.57
0
0.5
1
1.5
2
2.5
3
3.5
40 responses. No additional comments provided.
For more information on Essential Skills hiring tools that are available to employers, see Think, Know, Do at the end of this report.
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Question: For each of the following Essential Skills, please provide typical examples of skills the employee would need to demonstrate ability to perform. For example, for Reading Text: read detailed work instructions, accident investigation reports, policies and procedures. The following represents a summary of comments on how Essential Skills are used in the workplace. (33 responses) Reading Text bulletins
detailed student documents
work orders
maps
policies and procedures
feedback
newsletters;
matching up parts to use in an assembly process
technical specifications computer programming languages
MSDS sheets
emails
reading pick tickets in the warehouse
accident reports
inventory sheets
schedules
floor plans
task lists
customer orders
box labels
technical requirements/drawings
patient charts
reading on-air (radio)
medical observation notes
laws and taxation issues.
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Document Use blueprints
creating reports
work instructions
organizing complex job information
accident forms
audit reports
technical function specifications
pick tickets
work schedules
project plans
refrigeration temperature logs
ability to skim documents and organize by priority, prepare and understand spreadsheets.
formatting and inserting information
Numeracy projections basic math calculations interpreting number reports/budgets production runs, order checking calculating tuition amounts adding on time cards balancing petty cash invoicing complete retail transactions, making change and verifying jackpots achieving sales objectives collect and account for money.
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21
Writing writing letters/emails/memos reports work instructions presentations, creating Power Point writing meeting minutes formal documents, proposals; professional documents newsletters, advertising, writing news scripts filling out forms purchase orders completing forms specifications; customer and sales information
Oral Communication presentations
explaining problems
face-to-face meetings teleconferencing; clear directions
engage with others in focus groups facilitated by other people
work orders
excellent grammar.
speaking to peers and supervisors answer phones instructions to team speaking with office staff mentoring others
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22
Working With Others meetings
working with different teams dealing with public/upset people, patience in answering questions/explaining concepts.
problem solving conflict resolution goal setting inter-office relationships team successes focus group involvement project participation
Continuous Learning open to new ideas
ongoing training or cross-training to
change thinking
enhance ability to assist customers or for promotional opportunities
problem solving applying learning on the job
learning new technologies
educate to stay current
expanding knowledge of local issues.
new systems and processes policy changes new skills – AZ and DZ licences leadership, career development
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23
Thinking Skills analysis creative thinking
working on assignments with no supervision
detailed and logical problem solving
problem solving when not enough
conflict management
items in stock
thinking ahead
daily problem solving
thinking like a customer common sense required
customer sales – how to help customers resolve concerns
analysis of patient information
problem solving technical issues
deal with emergent issues
read
thinking continuous improvement
understand and perform practical exercises
working through student issues
suggesting changes to work procedures
diagnosing issues original thinking
comprehend instructions/questions.
It’s important that when talking about Essential Skills we keep in mind that each industry uses them differently. comment by project partners 79 per cent of respondents to a Conference Board of Canada study said productivity increased because of basic skills programs in their workplaces. – The Economic Benefits of Improving Literacy Skills in the Workplace, Conference Board of Canada, 2007
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Computer Skills learn and operate SAP computer system access required information when needed order processing creating word programs Excel, spreadsheets, budgets, project planning using time clocks stock checking, using cash registers and weigh scales, email data input and verifying data PeopleSoft, MS Office Suite repair and parts manual/internet based tying computers to vehicles audio editing (radio) quality assurance data access and use graphs work instructions demonstrate comfort level using equipment.
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Think How are the Essential Skills used in your company?
Reading Text _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
Document Use _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
Numeracy _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
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Think How are the Essential Skills used in your company?
Writing _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
Oral Communication _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
Working with Others _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
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Think How are the Essential Skills used in your company?
Thinking Skills _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ Computer Use __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________
Continuous Learning _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
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Think Essential Skills: How do they rate in your company? (1-9, with 1 being the most important) Reading Text Document Use Numeracy Writing Oral Communication Working with Others Thinking Skills Computer Use Continuous Learning
How could knowing this help you to hire the right people for your workplace? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________
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Know Discover the Essential Skills that are needed for your workplace Human Resources and Skills Development Canada (HRSDC) (Free Essential Skills Toolkits for employers) Below is list of just some of the items you may be interested in. Download the toolkits or order them for free! Organizational Needs Assessment This needs assessment allows you to determine whether skills gaps are impacting your business performance. This could offer valuable insight into the current skills situation and training needs in your organization. Workplace Survey This survey can help you examine the Essential Skills of your organization as a whole or can be applied to different individuals or groups (e.g. all employees in a certain occupation). Individual employees may also want to complete the survey as an assessment of their own skills. Workplace Check-up This tool is designed to help employers gather employee feedback on Essential Skills in the workplace. The information collected will provide employers with a better understanding of the training needs of their organization. Employers may find it useful to complete the chart and compare their responses with those of their employees.
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Know Hiring Checklist This tool is designed to support employers’ hiring decisions. Finding out which Essential Skills a potential employee would bring to the workplace is important. It can help determine if the skills a candidate demonstrates match the skills required for the position being filled. Essential Skills Interview Assistant CD This CD is a tool that you can customize for your workplace. It will help you prepare to conduct interview sessions with job candidates. It provides Essential Skills-based assessment questions for certain job and possible answers. http://www.hrsdc.gc.ca/eng/workplaceskills/essential_skills/general/home. shtml
National Occupational Classification (NOC) Codes Over the past several years, the Government of Canada has conducted extensive research examining the skills people use in the workplace. From this research and through interviews with workers, managers, practitioners and leading researchers, close to 200 Essential Skills profiles for various occupations have been developed. Search the NOC codes that match the work your company does to find what Essential Skills are needed. http://www.hrsdc.gc.ca/eng/workplaceskills/noc/index.shtml Also at this site is a free guide: “Job Descriptions: An Employers’ Handbook -How to write them - How to use them” http://www.hrsdc.gc.ca/eng/workplaceskills/noc/employers/emplr_handbooks.shtml
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Know Know if your employees have the skills they need to succeed Test of Workplace Essential Skills (TOWES) Many employers have been using years-in-school or other credentials to measure an applicant’s abilities. By doing this, employers could be limiting their chances of hiring the best employees for the job, as some employees have the skills but not the educational credentials. TOWES gives employers a way to set reasonable and valid entry-level job requirements. TOWES testing is offered through local colleges (at a cost). Find if your employees have the skills they need to work effectively. TOWES.com
Measure Up! A free web-based tool that helps employees to test their own Essential Skills. Each problem set is based on a document - a memo, catalogue, regulations, work order - associated with the workplace. These online activities could give employees a chance to see what skills they have and what skills they need to improve. measureup.towes.com
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Do • Identify the NOC codes that are used in your organization skills.edu.gov.on.ca Select “Occupation and Tasks” from the tool bar at the top of the page. Select “Sort by Title” to find a listing of occupations
• Create a job ad or job description that focuses on Essential Skills and habits needed for your workplace skills.edu.gov.on.ca Find the following “Employer Tools” in the tool bar at the top of the page • Create a job ad or job description • Tips for interviewing and hiring • Tips for giving feedback on job performance
• Review your hiring process to see if you are hiring based on skills and not just academic achievement • Encourage employees to build their Essential Skills skills.edu.gov.on.ca Select “Check-up Tools” from the tool bar at the top. Self-assessments are available for employees to explore what Essential Skills they can improve.
• Plan for professional development to address gaps in Essential Skills in your organization Contact Literacy Link South Central to discuss your training needs (see information on the back cover.)
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33
Literacy Link South Central Literacy Link South Central services the 6 counties of Oxford, Elgin, Middlesex, Brant, Haldimand and Norfolk, as part of the Employment Ontario system. We help adults in our community to build their literacy and Essential Skills for success at work. We can help you to: • determine your workplace literacy and Essential Skills needs • connect with literacy and Essential Skills providers in your community Literacy Link South Central literacylink@bellnet.ca (519) 681-7307 www.llsc.on.ca
Content for the employer survey report was compiled by: EMOLTB is funded by:
The employer survey for this report was designed by Richard Weston, Weston Management Resources and Deb Mountenay, Executive Director, EMOLTB, with valuable input from the Project Partners