This will be provided to all new employees, helping them understand how the organization should be represented. This will be followed by training focused on the learning objective; communication. The material will be based on two communication skills, relative listening and empathy, as both will help ensure privacy and consumers know that what they hear is what they say. This will be the backbone of CSS workers and will use four of the ten weeks of training that will be provided. The next module will consist of two one-week segments; one will focus on conflict management skills, and the second will focus on helping trainees simplify complex information, thereby improving their ability to help consumers know that the organization does not want to confuse the situation with the industry slang. By the end of the seventh week, learners will be expected to use the skills already presented. The next two weeks of training will focus on critical thinking and processes and procedures identified by consumers as a barrier. At the end of the critical thinking module, in the ninth week, trainees will be assessed based on desired abilities and weaknesses to be addressed in the final week, helping to ensure that training objectives are met. Training will be constantly updated and presented in a non-direct format, helping to continually improve performance over time.