The document outlines a training plan for the Green Team employees of XYZ Recycling. The 33.5 hour training over 3 weeks will provide skills to educate residents about recycling. Trainees will learn about teamwork, XYZ's mission and services, strategies for interacting with residents, and techniques for mapping and reporting recycling pick-ups. The workshop style training includes discussions, role-playing, presentations, and guest speakers. The goal is for trainees to gain the knowledge and skills needed to successfully promote recycling in multi-family dwellings.

1. XYZ Recycling – “Green Team” Employee Training
Training Plan
TRAINING OVERVIEW
Creation date: 1/9/2012 Section No __________________
Training Title: Green Team Employee Training Cycle 1
Total Hours: 33 hrs 45 min
Training Description:
The purpose of this training is to provide the Green Team with the knowledge and skills needed to successfully
educate Union City residents living in multi-family dwelling units on the process and benefits of recycling.
Training Pre-requisite(s):
Hired for employment by XYZ Recycling, basic literacy at a least 5th grade level.
Learning Outcomes: Trainees will be able to:
 Identify team goals and the characteristics of an effective team, and communication patterns
 Explain XYZ ’s history, services, and mission.
 Explain the expectations for employment retention and advancement, and describe the model XYZ
employee
 Explain the background and purpose of the Green Team and AB 341
 State compelling reasons to increase recycling activities
 Dialog with residents about the new recycling service in their neighborhood
 Identify strategies for appropriately responding to rude, impatient, or unwelcoming residents
 Demonstrate techniques for professionalism and salesmanship
 List and explain things a Green Team member should never do when dealing with the public
 Develop a job process system for mapping, collecting, quantifying, returning, and reporting the daily
recycle pick-ups.
Length of Training/Suggesting Training Schedule:
The training is designed to meet: Tuesday, Wednesday, and Thursday, 10– 2:30pm (break 11:45-12:00) for
three weeks. This schedule results in 33 hr, 45 min of in-class training.
Format/Methodology:
Training will be conducted in a workshop format, encouraging trainees to be completely engaged in the
training process.
Audience:
A Liu - hired as Green Team supervisor and new hires of the Green Team

2. Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design:
Michelle Walker-Wade Page 2 of 9

3. Topic Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
The trainees will…
Week 1, Day 1
Introductions, Listen to Workplace Trainer’s introduction of self Resources/ Methods: Having engaged in teambuilding
Overviews & Team - 5 min activities while learning about
(1) Group Resume template. – Have all trainees
Building (3hr 45 min) one another, establishing
Participate in “getting to know you” ice breaker work together on the, putting all of their
classroom rules, gaining an
and teambuilding exercise called “Group Resume”. information into the ONE document. They
understanding of this three-week
(1) – 25 min should nominate
training cycle, and learning
Review classroom rules and establish classroom (2) See list called “Activities for Establishing about XYZ ’s history, the
norms (2) – 20 min Classroom Rules”. trainees will exhibit an increase
preparedness for the 3-week
(3) Give copy of the training overview to each
Read and discuss the training overview, (3) - 20 training period and a readiness to
trainee. Have trainees read overview silently
min excel as a team
and write down 2-3 questions to share with the
Explain why he/she has gained the opportunity to group
work at XYZ, and how it relates to XYZ ’s (4) Give copy of “XYZ and Opportunities for
commitment to our community.(4) – 20 min (break YOU” handout.
time)
(5) Research on: www.XYZ.org. Give each a
Research and report out on the history, mission, copy of handout called: “XYZ Guided
and services XYZ provides to our community (5) Research Project”
– 60 min
(6) Internet research
Research & discuss “characteristics of a successful
team”(6)
Identify and publish the team goals for the Green
Team.
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 3 of 9

4. Topic Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
The trainees will…
Week 1, Day 2
Customer Service & Discuss and role play the following safety (1) Customer Service Workplace Training handouts, Trainees will write a statement
Workplace Safety module (1) - 1 hour, 45 min Customized role-play scenarios. of their personal commitment to
superior customer service and
Identify the Green Team’s internal and
workplace safety.
external customers and their needs
Explain how to represent XYZ
Recycling well
Describe what it means to be part of a
Customer Service Team
Summarize in writing how to they will
demonstrate commitment to XYZ 's
expectation for superior service
Team Goals
Discuss SMART GOALS (2) (2) SMART Goals handout
Redefine team goals as SMART GOALS
Discuss and role play the following workplace (3) XYZ ’s Safety Policy handouts,
safety module (3) – 1 hour, 30 min
(4) Safety video: “Slips, Trips & Falls” (vhs) and
Discuss and practice team lifting “Slippin & Trippin” (youtube)
techniques (3)
(5) Handout & blog
Develop a list of objects in their
surroundings at XYZ to always be aware
of.(3)
Answer and discuss questions on how
not to slip, trip, or fall at work. (4)
Construct a what-if list of what could
happen if trainees neglect to wear the
required safety clothing/gear (5)
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 4 of 9

5. ThursdayDay 3 - 1,#
Topic Objectives / Learning Points Instructional Methods & Learning Outcomes
Resources
Week
Customer service, Observe and critique “How to Lift” safety video (6) (6) Safety video: “Safe Lifting In the Trainees will become a
public image, and Workplace” (youtube) proficient at educating
safety in the Discuss observations made about potential safety issues customers about recycling
(7) Open discussion
community, in the sort area and buy back area. (7) with XYZ, whether the
customer is welcoming or not.
Review and discuss the services XYZ offers Union City (8) Provide scenarios pertaining to the XYZ
residents. s service offerings.
Give positive AND useful feedback to your team
members on their performance. (Useful means ways to
improve)
Review and role-play techniques for dealing with a
dissatisfied customer. (8)
Write a summary of what you believe may be your most
challenging customer interaction (external customer).
List the steps you will take to mitigate the difficult
situation should it occur.
Design/create the 1st draft of the Daily Blue Bag
Collections form
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 5 of 9

6. TuesdayWeek 2, Day 4 -
#
Title & Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
Duration
Summarize in writing how to stay safe when working at the (9) Write in personal notebook. Add to blog
XYZ facility. Post on blog. (9) page (XYZ training.blogspot.com)
(10) AB-2020, AB-939, Alameda County
Predict the types of day-to-day interactions he/she may have
Measure D, AB-341
with customers/resident.
Role-play how he/she will educate residents who are
welcoming and receptive of recycling about XYZ ’s
recycling services and options. (this is a practice for the role
play that will be video recorded in our final week)
Critique and give useful feedback to each team member
about his/her role-play.
Formulate a plan for mapping, collecting, quantifying,
returning, and reporting the daily recyclable pick-ups. (job
process plan).
Re-evaluate Daily Blue Bag Collections form to ensure it
will work with the job process plan
Send group email with form attached to Richard Valle
requesting his feedback.
Research the assembly bills (10)
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 6 of 9

7. WednesdayWeek 2, Day
Summarize guidelines found in the employee handbook
Share progress on assembly bill reports
Identify strategies for appropriately responding to rude,
impatient, or unwelcoming customers.
Role-play how you will educate residents who are not
welcoming and nor receptive of recycling about XYZ ’s
recycling services and options. Demonstrate how you will
respond to them. (this is a practice for the role play that will
be video recorded in our final week)
ThursdayWeek 2, Day 6 -
Post the final summary of your challenging customer with
mitigation plans to the blog page.
Research assembly bills. (11) Workforce Building Success –
Communications book (pg 4-19)
Prepare presentation of assembly bill
Examine and discuss active listening techniques (11)
Present finding to the team (when bill went into effect, why
bill created, who created, how does bill affect
community/XYZ
Ask and respond to questions about the assembly bills
Week 3, Day 7
Discuss which active listening skills were most beneficial (12) Workforce Building Success –
when listening and discussing the assembly bills. Communications book (pg 20-35)
Write a summary of an assembly bill you DID NOT
research/present and post it on the blog page
Examine and discuss techniques for giving and getting clear
instructions (12)
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 7 of 9

8. 9Week 3, Day Day 8
Examine maps of Union City and identify multi-dwelling (13) Union City, CA zoning map
unit locations. (13) (http://www.union-
city.ca.us/commdev/comdev_pdf/Zoning
Week 3,
Discuss and create a list the known and unknown facts about %20map_36x42_7-5-06.jpg) AND
these multi-dwelling unit locations. Google/Yahoo maps
Perform their final presentation of his/her role play
scenarios: (1) Educating a customer who is open and
receptive, (2) Educating/how to respond to a customer who
is not open nor receptive
10Week 4, Day Week Week 4, Day
Listen to guest speaker presentations
Ask and respond to questions
10 10 4, Day
TBD
Listen to guest speaker presentations
Ask and respond to questions
TBD
Graduation and Certificate Awarding
Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle Walker-Wade Page 8 of 9

9. Training Provider: New Haven Adult School ~ Workplace Trainer: Marc Puppo ~ Curriculum Design: Michelle
Walker-Wade Page 9 of 9