By the end of this course, the student should be able to
1. use their verbal skills to build rapport with customers effectively,
2. use their visual skills to communicate with customers successfully,
3. understand how to use their vocal skills to communicate with customers, and,
4. interact with customers by successfully sharing with them their daily experiences.
This course has four main lessons with assessments and activities within and at the end of the lessons.
Lesson 1 will discuss what the student should communicate with the customers.
Lesson 2 will discuss how the student should look while communicating with the customers.
Lesson 3 will examine how the student should communicate with the customers.
Lesson 4 will study daily encounters on a typical working day. Swipe to proceed to the highlighted lesson.
By the end of this course, the learner should be able to
1. Recognize and analyze different sources, modes, and tools of communication.
2. Successfully communicate effectively with individuals from different socio-cultural backgrounds.
3. To effectively utilize communication and interpersonal techniques at the workplace.
4. Recognize signs, stages, and causes of conflicts at the workplace.
5. Amicably resolve socio-cultural conflicts.
6. Negotiate for mutually acceptable solutions.
7. Communicate the outcome of a negotiation and propose relevant recommendations
This lesson introduces the learner to the course. The class helps the learner understand the different sources, modes, and tools of communication. To communicate effectively, one needs to be familiar with the tools, styles, and bases of communication; this is the foundation of effective communication. At the end of this lesson, the learner should be able to recognize and analyze the different sources, modes, and tools of communication.
This lesson looks at the different socio-cultural differences that might affect communication. Different culture has different ways of communication. Therefore, one must understand how different cultures communicate to avoid misunderstandings in the workplace. At the end of this lesson, the learner should be able to communicate effectively with individuals from different social-cultural backgrounds successfully.
Knowledge of communication and interpersonal techniques is vital for effective communication. This lesson will explore these critical techniques that will enhance communication in the workplace. The class has two topics; effective communication and interpersonal techniques and communication barriers. Topic 1: This topic discusses the essential interpersonal techniques that one needs to communicate effectively. Communication is only successful when we can master these techniques. By the end of this topic, the learner should be able to use appropriate communication techniques that consider social and cultural differences. Topic 2: This topic looks at the communication barriers. They can be no effective communication if these communication barriers exist. These barriers can either be internal or external. At the end of these topics, the learner should be able to recognize these barriers.
The fourth lesson looks at the conflicts in the workplace. Disagreements are bound to happen in any given company or organization; this is why one needs to have proper conflict management skills. One of the crucial conflict management skills is the ability to recognize the signs, causes, and stages of a conflict. At the end of this lesson, the learner should be able to identify signs, steps, and causes of disputes at the workplace.
The fifth lesson looks at the socio-cultural conflicts. A leader or manager should be able to manage disputes that arise from socio-cultural differences. These conflicts are bound to happen, especially in a company that has employees from diverse socio-cultural backgrounds. At the end of this lesson, the learner should be able to resolve socio-cultural conflicts amicably.
The sixth lesson of the course discusses effective negotiation styles. Sustained workplace conflicts can be harmful to productivity and interpersonal relationships between employees. Therefore, for any leader to avoid such disagreements, they need some critical negotiation skills. These skills are discussed in details in this lesson. At the end of this lesson, the learner should be able to negotiate for mutually acceptable solutions.
Lastly, lesson seven looks at conflict resolution. Communication is an essential aspect of the conflict resolution process. Without proper interaction, the conflict might not be fully resolved. Therefore, a leader should be knowledgeable about the methods to communicate the outcome of the negotiations. At the end of this lesson, the learner should be able to describe the result of compromise and propose relevant recommendations.