• Unit 1: Understanding Communication

    A model is not just a pretty person in a suit or a dress; a model can also be a representation of something complex that shows you how its parts successfully function by working together or fail by falling apart. Fifty years ago, Claude Elwood Shannon and Warren Weaver created a model of communication that remains one of the most popular representations of the parts – or elements – that good communicators use to produce effective messages and to respond appropriately to messages they receive. In this unit, you will examine the elements of effective communication and then apply Shannon and Weaver's model – your blank stage upon which you will eventually perform the role of customer service expert – to plan and practice the way you interact with your audience – your customers.

    American author and cartoonist James Thurber stated: "Precision of communication is important, more important than ever in our era of hair-trigger balances, when a false or misunderstood word may create as much disaster as a sudden thoughtless act."

    Completing this unit should take you approximately 5 hours.

    • 1.1: What is Communication?

    • 1.2: Types of Communication that Impact Customer Service Exchanges

    • 1.3: The Two Modes of Communication

      • 1.3.1: Verbal Communication

      • 1.3.2: Nonverbal Communication