Skip to main content;
Texas LEARNS logo.
6005 Westview Dr. | Houston, Texas | 77055-5419 | 713-696-0700 | 1-866-696-4233

Charting a Course: Responding to the Industry-Related
Adult Basic Education Needs of the Texas Workforce
Handbook One: Planning and Implementation Tips
for Program Planners and Administrators

Module Two: Marketing Adult Education Services as Workforce Solutions

When You Get the Call…

You’re in the middle of a meeting or paper work when a local company calls to inquire about offering English language instruction for some of its employees. It is often helpful to have a set of questions near the phone when the call comes. It is wise to take notes and use discretion in determining how much information to gather over the phone and which questions are appropriate for the situation. You don’t want to overwhelm but rather leave the caller with the impression that he/she has definitely made the right connection in seeking your assistance with work-based instruction. Always make an effort to “listen” between the lines (what a company doesn’t tell you is as important as what is said).

  1. What kind of work are employees/ associates with limited English skills performing?

  2. What have you observed that suggests English language instruction is needed?

  3. You mentioned communication problems between employees and supervisors; can you provide an example?

  4. Has this been a concern for some time or is it the result of a recent change in job requirements or hiring practices, for example?

  5. Are job expectations changing? Are there industry-specific regulations that must be met?

  6. Has new equipment been introduced?

  7. Are employees missing opportunities for promotion?

  8. Do there appear to be conflicts due to language or cultural barriers? Can you provide examples?

  9. How are employees/associates expected to use English skills in the workplace? (reading, following directions, signage, communicating with supervisors, co-workers, or customers, writing, documenting work, etc.)

  10. Is limited English language proficiency interfering with productivity, quality control, ability to interact with customers, other employees, safety issues, inspections?

  11. What kind of written materials do employees need to understand (training manuals, policy and procedure manuals, signage, other work-related forms)?

  12. How are communication problems currently being handled? Are you using an interpreter?

  13. Do you feel that aside from the language barriers, the employees have the skills needed to succeed in their work?

  14. What incentives would there be for these employees to participate in onsite/ offsite English language instruction?

  15. Are there particular topics you would want to have addressed in instruction? What is it you want your employees to learn/be able to do?

  16. Who within the company probably has the best understanding of employees’ training needs?

  17. Who on your staff should be involved in the design, delivery, and evaluation of any training provided?

Before You Hang Up…

Schedule a meeting with company management, frontline supervisors, employee representatives, and other decision makers to gather additional information before proposing services.

Explain that it would also be very helpful to tour the work facility, sit in on new employee orientation, or have the opportunity to observe employees at their work stations; ask if it would be possible to arrange for one or more of these opportunities in the near future.

When the time seems appropriate, inquire as to how the company learned about your services. These questions and the information you gather by phone will be useful during your initial meeting with the employer; the information can also be utilized in discussions with partners and other stakeholders.