Literacy Net Industry Resources for Service/Skills/Retail/Hospitality


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This page includes resources that were developed under the former Workplace English Language and Literacy (WELL) program and is for historical information purposes only. The department no longer updates or maintains the information on this page. The department has no control over third party websites and information linked from this page which may no longer be accurate, reliable, current or complete. The department is not able to facilitate access to third party resources previously made available under the program.

Service Skills Industry

The Bottom Line – Retail Budgets and Reports

This resource is comprised of a DVD and a CD of written materials. The DVD contains retail scenarios and information that assist the learner to understand the knowledge and skills involved in budgeting and report writing. The CD contains a Trainer Guide and a Learner Workbook which are customisable for different Language, Literacy and Numeracy needs or industry/content contextualisation.

The materials have been aligned to the budgeting and report writing requirements in two units of competency from the SIR07 Training Package: SIRXHRM001A - Administer human resource policy and SIRXFIN004A - Manage financial resources. The content also aligns to a range of other units of competency and retail situations where budget and report writing skills are required.

The resource will assist employees to acquire greater skills in areas that include:

  • understanding financial concepts as they are used in retail to manage stock, sales and personnel;
  • applying digital literacy skills to make basic financial calculations relevant to retail;
  • reading, understanding and interpreting reports which can include both written information and mathematical concepts; and
  • developping reports to explain written and financial information.


First Impressions Resources


First Impressions Resources
Level 4, 243 Edward Street
Phone: (07) 3236 3322
Fax: (07) 3235 4022


$38.50 (GST inclusive) for a set of DVD and CD plus postage and handling

A Question of Literacy: A PD Resource for Security Industry RTOs

A CD based audio-visual presentation with accompanying documents and facilitator’s guide, this resource aims to support trainers by assisting them to:

  • understand the concept of literacy more fully;
  • recognise the key linguistic features of the Australian Core Skills Framework (ACSF);
  • identify the implicit language, literacy and numeracy requirements within units of competence in the CCP07 Training Package and relate these to the ACSF; and
  • develop training materials and assessment tasks which relate to the industry context at an appropriate target level.


Agenda Communication Pty Ltd.



$22.00 (GST inclusive) includes postage and handling.

Sharing Innovative Best Practice

This Adult Literacy National Project Innovative Project’s DVD, showcases adult literacy and numeracy teaching practices. It can be used for professional development purposes, teacher training and advocacy for adult literacy and numeracy services.


The resource has been developed by the University of Technology, Sydney. Further information can be obtained by contacting:

Jacquie Widin
Ph: 02 9514 3030

Virtual teams

This is the CD-ROM which accompanies the learning kits 'Creating a virtual team environment: WebCT' and 'Creating a virtual team environment: First Class'. This kit of materials aims to develop a virtual team learning environment within any industry setting while developing trainees' language and literacy skills. The online course is designed to help participation in teamwork through online chats, online tutorials, online activities and print based activities. The flexible nature of the module takes into the account trainees' work patterns and shift work. Topics for discussion and learning include: the elements of a good team; leadership styles; communication within teams; conflict resolution; problem solving; and teams in the workplace.

Editorial details

Corporate author: Northern Melbourne Institute of TAFE. Faculty of Further Education. Industry and Initiatives Unit (FEIIU).

Imprint: Melbourne: Northern Melbourne Institute of TAFE, 2002. CD ROM.


Northern Melbourne Institute of TAFE
Ph: 03 9269 1200


Purchase price: $16.50 plus postage and handling.

Taking the lead: a national WELL strategy for the services industries

This report details the outcomes of the first year of the Service Skills Workplace English Language and Learning (WELL) project. The principal activities completed during this period are:

  • the review and evaluation of resources available to various Skills Services sectors
  • the conducting of state and territory workshops to identify areas of language, literacy and numeracy (LLN) needs
  • the development of a WELL strategy to address identified needs.

As well, the project disseminated information on the WELL program, extended the Service Skills LLN database and network and maintained the 'Taking the lead' web page. Findings relating to LLN service provision include:

  • the need for a 'one stop shop' to be on the Service Skills web site
  • the establishment of a virtual essential skills help desk
  • the updating and extension of the project database
  • the necessity for the WELL program to be promoted.

Findings in relation to LLN resource provision include:

  • the development of a checklist for effective writing of training and assessment materials
  • the need for continued resource development
  • the need to source and evaluate relevant resources
  • the need to customise those resources.

Editorial details

Author: Briggs, Susan; Scomazzon, Jana.

Imprint: Sydney: Service Skills Australia, 2006. v, 55 p.



Purchase price: cost recovery.

Retail Industry

Shop Talk

Shop Talk is an e-learning multimedia product focusing on enhancing and developing the language and literacy skills underpinning common units of competency in Beauty, Floristry, Hairdressing and Retail training packages.

Editorial Details

Author / Publisher – Gordon Tafe.


Lisa Warn
Gordon Tafe
Private Bag 1
Geelong Mail Centre VIC 3221
Phone: (03) 5225 0809
Fax: (03) 5225 0480


Purchase price: $10.00 – GST Inclusive.

Retail Certificate 1

This kit contains five workbooks specifically designed for learners in the retail sector with English language and literacy needs. Each workbook addresses one of the compulsory units of competency from Certificate 1 in Retail of the WRR02 Retail Training Package. They provide learning content, definitions, practice tasks and assessment activities, discussion topics, self-assessment checklists and a holistic final assessment. The resource targets:

  • learners with an English as a second language (ESL) background
  • learners with literacy needs
  • retail employees seeking a qualification
  • new entrants into the retail industry
  • workplaces wishing to skill employees
  • registered training organisations, adult education and job network organisations delivering nationally recognised training in this area.

The five learning guides are:

  • Work effectively in a retail environment
  • Operate retail equipment
  • Applying safe work practices
  • Communicate in the workplace
  • Perform routine housekeeping duties.

Editorial details

Corporate author: Aspire Training & Consulting Imprint: Melbourne: Aspire Training & Consulting, 2007. Various pagings.


Aspire Training and Consulting Ltd
Level 8
409 St Kilda Road
Melbourne VIC 3004
Ph: (03) 9820 1300 or 1300 134 099
Fax: (03) 9821 4392


Purchase price: $100

The Retail Experience: Reading, Reporting and Recording in Retail – Training Guide

The Retail Experience is a learning resource developed by Service Skills Australia, which provides support to enhance workers communication skills. It demonstrates, through practical and relevant workplace examples, the reading, reporting and recording skills a worker requires to perform their job in the retail sector.

The DVD, Learner Worksheets and Trainer Guide also assists workers with the Language Literacy and Numeracy (LLN) skills required to undertake the folowing units of competency within the SIR30207 Certificate III in Retail:

  • SIRXOHS002A - Maintain store safety
  • SIRXRSK002A - Maintain store security
  • SIRXFIN001A - Balance point of sale terminal
  • SIRXCCS003A - Coordinate interaction with customers
  • SIRXSLS004A - Build relationships with customers.

Editorial details

Author: Karee Gurtman.

Imprint: Service Industries Skills Council, 2009.


Service Industries Skills Council Ltd.
GPO Box 4194
Sydney NSW 2001
Phone: +61 2 8243 1200
Fax: +61 2 8243 1299


The purchase price for a hard copy is $20.00 excluding GST and postage.
Free electronic copy:

Hospitality Industry

Keeping Food Safe for All: Food Safety across Industries

This interactive CD-ROM provides an introduction to food safety across four key industries: hospitality, health and community services, retail and food processing. The resource has been prepared especially for learners who need assistance with language, literacy and/or learning skills and those for whom English is a second language, and who are currently employed in a food related industry, such as hospitality, health and community services, retail and food processing.

Editorial Details

The resource has been developed by Aspire Learning Resources.


Stephen White
Aspire Learning Resources
Level 8, 409 St Kilda Road,
Melbourne VIC 3004
Phone: (03) 9820 1300


The CD-ROM (which includes the Facilitator's guide and Learner worksheets) retails for $49.95 (GST inclusive).

Certificate I and II Hospitality Learner Workbooks

This resource consists of learner workbooks and corresponding teacher guides to support units of competency from the SIT12 Hospitality Training Package. The resources incorporate strategies to develop and improve the Language, Literacy and Numeracy of Indigenous trainees and learners from Culturally and Linguistically Diverse backgrounds, and is suitable for at-risk youth.

Editorial details

William Angliss Institute of TAFE


William Angliss Institute of TAFE
555 La Trobe Street
Melbourne VIC 3000
Phone: (03) 9606 2111
Fax: (03) 9670 1330


Free download from the William Angliss Institute website.