Thursday, 13 November 2014

Pre-employment training for the unemployed: A case study of a call centre foundation programme

an article by Julian Clarke (Nottingham Trent University, UK) published in Local Economy Volume 29 Number 1-2 (February/March 2014)


This paper examines a single pre-employment training programme for the unemployed.

The training aimed to prepare unemployed participants for work on the front-line of telephone call centres.

Drawing on participant observation and semi-structured interviews, the paper analyses one area in particular; the training participants received to enhance their soft skills, particularly as they relate to the concept of ‘aesthetic’ labour.

Through providing an in-depth account of the training the paper offers a critique of the programme and identifies the potential drawbacks associated with offering this form of ‘employability’ training for those who face many barriers to employment.

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