# Processes, Procedures and Operating Systems

Students will encounter many activities and procedures on the job that may not be familiar to them. For this reason, several activities have been created to help them understand procedures they may need to use, such as making a sale. It is important for students to understand the steps involved in completing a procedure accurately and to their employers’ specification. Practicing with basic steps in class can help. Students may also encounter certain unfamiliar pieces of equipment on the job. These activities also aim to teach the students what this equipment is, what it does, and how to use it.

Also important are thinking skills in relation to these processes. Students need to learn when to use different procedures if they are not directly instructed to use a particular one. Students also need to understand what to do if situations are not ideal – if they are missing tools they need, if they are given tough time constraints, or if they must work with others on a schedule. It is important for students to consider that at work, things may not always be done the same way, and that situations may not always be the way they were in class.

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Students must learn to react to new and different possibilities and be able to work with changes effectively. Using Numbers and Figures The first activity here points out that in teaching language, one must not forget that numbers are necessary, too. Even students who are not involved with any math calculations will have to work with numbers. This includes addresses, phone numbers, calendar dates, counting things, etc. All students should be prepared to look at numbers in an English format.

They should also learn to say words that are associated with the numbers, like the months of the years, days of the week, hours, etc. Students need to be able to work with numbers in even more ways, like predicting how many of something there will be. These activities may seem basic, but when they are in an unfamiliar language, and possibly referring to unfamiliar objects, practice is necessary. Comparing different amounts is also good, because students may need to measure things with weight or length on the job, and may be given an instruction like, “Cut two more exactly like that, and then cut one twice that length.

” Students will need to understand what this instruction really means, in terms of numbers. There is a lot more language in numbers than originally appears. A final system which students may not understand is wages and taxes. Every country’s system is different, and complex, so students may not be able to figure out how much they should be getting paid, why their money is going to taxes (where the taxes are going and why), etc. For this reason, teachers should be exposing their students to all of this as soon as possible.

Students should learn to understand what an expected wage is for their job, and how to calculate the taxes they will owe, and how to pay them. There are also benefits, retirement, and other calculations to consider, and students should be introduced to these ideas as well. Customer Care and Quality Assurance All students will have to deal with customers at some point in their careers, even if they usually do not. For this reason, students should be instructed in how to talk to customers (i. e. how to be friendly, how to make small talk, how to assess the customer’s needs, how to assure or reassure a customer, etc. ).

It is not always apparent how someone should talk to a customer. These activities relate not only to language use, but also to cultural differences in communication styles. Additionally, not all customers will behave in professional and expected ways, so students need to be prepared to deal with them no matter what they say – even if it is very rude. All employees will, at some point, encounter a customer who is rude and possibly verbally abusive.

Students should be prepared for what these people might say, and also how to respond in order to calm the customers down and try to make the situation more positive. Different words and phrases have different connotations, something else students may not intuitively understand. Teaching students connotations and how to discern these in others’ speech is important. Finally, customer satisfaction might be in written format, if a person fills out a comment card. Students need to know how to read and respond to these, as well as designing them (should they be asked, on the job, to do so).