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 draw on two communication skills, relative listening and empathy, as both will help ensure that intimacy is gained and that consumers know that what is being heard is what they are saying. This will form the backbone for CSS workers and will utilize four of the ten training weeks provided. The next module will involve two one-week segments; one will focus on conflict management skills and the second will work to help interns simplify complex information, improving their ability to help consumers understand that the organization doesn't want to confuse the situation with industry jargon. Once the seventh week is completed, students will be expected to use the skills already presented. The next two weeks of training will cover critical thinking and the processes and procedures that consumers have identified as a barrier. At the end of the critical thinking module, week nine, trainees will be assessed in terms of desired skills and weaknesses to address in the final week, helping to ensure training objectives are achieved. Training will be constantly updated and presented through a non-directed format, helping to continuously improve performance over time