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CUST104: Business Communications
Sections
Course Introduction
Unit 1: Understanding Communication
Unit 2: Knowing Your Customers
Unit 3: Listening to Your Customers
Unit 4: Providing Information for Customers
Unit 5: Speaking to Customers
Unit 6: Creating a Visual Impression
Course Feedback Survey
Certificate Final Exam
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CUST104: Business Communications
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CUST104: Business Communications
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Course Syllabus
Course Terms of Use
Business Communication for Success
: "Chapter 1 Introduction", "1.1: Why Is It Important to Communicate Well?", and "1.2: What Is Communication?"
P. Wynn Norman's "The Special Nature of Customer Service Communication"
Business Communication for Success
: "1.3: Communication in Context"
US Department of Agriculture: "Interpersonal Communication Skills Inventory"
Quick Quiz on Types of Communication
P. Wynn Norman's adaptation of Steven R. Van Hook's "Verbal and Nonverbal Communication"
Working in the Food Service Industry
: "Workplace Communication and Teamwork: Strategies for Effective Communication"
Using Positive Verbal Communication Activity
Business Communication for Success
: "11.2: Types of Nonverbal Communication"
University Libraries of Penn State University: "Nonverbal Communication"
P. Wynn Norman's "Using Audience Analysis to Anticipate Customer Needs"
Stand Up, Speak Out: The Practice and Ethics of Public Speaking
: "5.2: Three Types of Audience Analysis" and "5.3: Conducting Audience Analysis"
Steven R. Van Hook's "Publics and Demographics"
Business Communication for Success
: "18.2 How to Understand Intercultural Communication"
P. Wynn Norman's adaptation of Steven R. Van Hook's "Working with Customer Diversity"
Intercultural Service Research: "Customer Service Encounters and Culture"
International Business
: "3.3: Understanding How Culture Impacts Local Business Practices"
Carol Kinsey Goman's "Venus, Mars, and Workplace Communication"
Project IDEA: "Effective Cross Cultural Communication"
Lowell C. Matthews and Bharat Thakkar's "The Impact of Globalization on Cross-Cultural Communication"
Boundless Communications: "Understanding Bias in Language"
John Lee's "Good Listener? Test Yourself, and Learn How to Improve!"
Dan Lok: "5 Simple Ways to Become a Better Listener"
Listening Skills Scenarios
An Introduction to Group Communication
: "7.2: Types of Listening"
NOBL: "Why Listening Is So Important to Leaders, and How You Can Improve"
Boundless Communications: "Causes of Poor Listening"
Harvard Kennedy School, Shorenstein Center and Carnegie-Knight Initiative: Journalist's Resource: "Multitasking, social media and distraction: Research review"
Tyner Blain's "Ten Supercharged Active Listening Skills to Make You More Successful"
Evil Genius Leadership Consultants: "Active Listening & Non-Verbal Communication"
Monique Cloutier's "Words, Tone, and Body Language: Matching and Mirroring to Build Rapport"
Boundless Communications: "Be a Serious Listener: Resist Distractions and Listen Actively"
Customer Service Reader: "LEAP to the Customer's Side"
Nancy Friedman's "The Art of Building Rapport with Your Clients Who Call"
Luciano Passuello's "10 Best Ways to Harness the Power of Questions"
Boundless Communications: "Rules to Follow When Listening"
Boundless Communications: "Eye Contact and Facial Expression"
Ken Norton's "How to Listen to Customers"
Boundless Communications: "The Evaluating Stage"
A Primer on Communication Studies
: "5.2: Barriers to Effective Listening"
Business Communication for Success
: "4.1: Oral versus Written Communication"
Oral vs. Written Communication
Business Communication for Success
: "4.4: Style in Written Communication"
Business Communication for Success
: "Chapter 9: Business Writing In Action"
Wisc-Online: "Writing Effective Business Emails"
Memorandums and Business Letters
Critiquing Résumés
Heidi Cohen's "5 Social Media Content Formats Your Business Needs"
Critiquing Emails
Business Communication for Success
: "6.1: Organization"
Using Strategic Principles Quiz
Dialogics: The Art and Science of Dialogue: "What's Your Communication Style?"
P. Wynn Norman's adaptation of Alex Schroeder's "Customer Service, Sales, and Plain Talk"
Mark Tewart's "Auto Sales Training"
Jatai Academy: "Greet Immediately"
Evolved Sound: "Top Customer Service Phone Tips"
Dan Lok's "Benefits vs. Features: The Crucial Key to Selling Your Product and Services"
Kathleen Hanover's "Features vs Benefits: How Lush Cosmetics Almost Lost a Sale"
WikiHow: "How to Speak Professionally on the Phone"
Troy Hunt's "5 essential tips for customer care people dealing with technical queries"
Haapsalu Vocational Education Centre: "Answering the Phone and Responding to Inquiries"
Dianna Booher's "Customer Service Communication: Power of Communicating Concern"
Ron Segura's "Dealing with Customer Complaints"
WikiHow: "How to Handle an Irate Customer on the Phone"
dafink3: "How to Deal with an Angry Customer"
Boundless Psychology: "Memory Retrieval: Recognition and Recall"
Mentat Wiki: "Mnemonic Cues"
Mentat Wiki: "Link System"
Mentat Wiki: "Peg System"
Mentat Wiki: "Memory Palace"
Ruben Berenguel's "Learn to Remember Everything: The Memory Palace Technique"
Mentat Wiki: "Number Systems"
Mentat Wiki: "Number Shape System"
Mentat Wiki: "Number Rhyme System"
Mentat Wiki: "Alphabet Systems"
Braingle: "Memory Tests Using Letters"
Michael Searles' "The Power of Visual Communication with Billion Dollar Graphics"
Wikipedia: "Visual Merchandising"
Wikipedia: "Retail Design"
Wikipedia: "Shopper Marketing"
Doug Emerson's "All of the World of Business Is a Stage"
Boundless Communications: "Appearance: Dress and Posture"
Introduction to Tourism and Hospitality in BC: "Chapter 9: Customer Service"
Voices Compassion Education: "Habits of Charismatic People"
Tufts University: Gerard Denoyer's "Dressing for Success"
Customer Service Reader: "Customer Service and the Pursuit of Happiness"
CUST104: Certificate Final Exam
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