Soft skill training requires basic grooming also. The problem at the level for which you will conduct the training is that they remain too raw. Conducting the training for professionals working in corporate sector is one thing and for hoi polloi is another. Anyway everybody should be trained on business etiquette and that level should be no exception.
All of them have seen their masters talking in person or while on phone. Therefore, once the session starts, I recommend you asking them to write down one thing they liked most about their bosses. It should be related to the way their bosses ask questions, softness in their voice, their grooming and deportment etc. This will make their session interactive. Start building on the inputs provided by your participants. Demonstrate how to ask questions, how to listen etc.
Basics of grooming like their dress, shoes etc you will cover anyway.
At that level, the burning problem is their absenteeism. Therefore, discuss how their absenteeism throws their of the gear. Next is about their pockets. Check the pockets of drivers. You will find large number of paper slips in their pocket. Tell them to maintain the pocket pad or start storing information in their mobile phone.
First of all , hats off to that organisation who thinks that there is a need to train the support staff because more or less our work is dependent upon them
Coming to the training outline, what we feel is that they should also be groomed to love their job.Most of them will not be satisfied with their present job for various reasons