Two-dimensional work: Workplace literacy in the aged care and call centre industries
Authors:
Peter Waterhouse, Crina Virgona
Publication date:
30 June 2004
Publication type:
Research report
Theme:
Teaching and learning > Literacy/numeracy > General
ISBN:
1 920895 65 5 print; 1 920895 66 3 web
A key challenge of Australia's vocational education and training (VET) system is to serve the broad needs of individuals, communities, and industries. This includes the provision of literacy and generic skills which meet the needs of all groups. This study investigates and documents workplace literacy in aged care facilities and call centres, within the context of the changing nature of work which requires a highly literate, responsive workforce. The report acknowledges the effectiveness of training approaches and procedural practices in these industries; however, it points to the VET sector's role to resist narrowing of literacy and generic skills which meet company requirements.
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