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This kit of a video and trainer guide are intended to support Certificates II and III in Financial Services, with an emphasis on the key communication skills (oral language, reading, writing and numeracy) required by customer service staff. The trainer guide is designed to support the video and provides a range of reading, writing, spoken and numeracy activities which relate to situations presented on the video either directly or indirectly. The guide includes: - session outlines for a number of activities in the four skill areas, which include materials required, prompt questions and expected outcomes. Examples of activities include dealing with aggressive clients, writing internals memos, reading policy documents and estimating percentages. - background information on the different skill areas with sample memos, emails and other texts - photocopiable worksheets, role play cards and proforma letters - appendices of units of competence and elements of competence relevant to the kit, and notes on the scripts and strategies to be identified. The kit is intended to be used within a training group context, although some activities may be undertaken by a trainee on their own.