Beschreibung von CUST104: Business Communications

Startseite Edwiser Forms CSI Linux Cyber Secrets Media Cyber WAR Investigator's Starting Guide

CUST104: Business Communications

This course is designed to help you learn how to plan, produce, and perform acts of communication that satisfy the most demanding audience: your customers.

Skill Level: Beginner

Course Introduction

Course Syllabus

Course Terms of Use

Unit 1: Understanding Communication

Unit 1 Learning Outcomes

1.1: What is Communication?

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"

1.2: Types of Communication that Impact Customer Service Exchanges

Business Communication for Success: "1.3: Communication in Context"

US Department of Agriculture: "Interpersonal Communication Skills Inventory"

1.3: The Two Modes of Communication

P. Wynn Norman's adaptation of Steven R. Van Hook's "Verbal and Nonverbal Communication"

1.3.1: Verbal Communication

Working in the Food Service Industry: "Workplace Communication and Teamwork: Strategies for Effective Communication"

Using Positive Verbal Communication Activity

1.3.2: Nonverbal Communication

Business Communication for Success: "11.2: Types of Nonverbal Communication"

University Libraries of Penn State University: "Nonverbal Communication"

Unit 2: Knowing Your Customers

Unit 2 Learning Outcomes

2.1: Using Audience Analysis to Communicate Effectively

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"

2.2: Customer Service and Multicultural Audiences

Business Communication for Success: "18.2 How to Understand Intercultural Communication"

2.2.1: Understanding Cultural Communication in Customer Service

P. Wynn Norman's adaptation of Steven R. Van Hook's "Working with Customer Diversity"

Intercultural Service Research: "Customer Service Encounters and Culture"

2.2.2: Assessing the Impact of Cultural Traits on Communication

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"

2.2.3: Developing Cultural Competency

Lowell C. Matthews and Bharat Thakkar's "The Impact of Globalization on Cross-Cultural Communication"

Boundless Communications: "Understanding Bias in Language"

Unit 3: Listening to Your Customers

Unit 3 Learning Outcomes

3.1: Listening to Your Customers

John Lee's "Good Listener? Test Yourself, and Learn How to Improve!"

3.2: Basic Listening Skills

Dan Lok: "5 Simple Ways to Become a Better Listener"

Listening Skills Scenarios

3.3: Types of Listening

An Introduction to Group Communication: "7.2: Types of Listening"

NOBL: "Why Listening Is So Important to Leaders -- and How You Can Improve"

Wisc-Online: "Listening Practice"

3.4: Techniques of the Ineffective Listener

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"

3.5: Techniques of the Active Listener

Tyner Blain's "Ten Supercharged Active Listening Skills to Make You More Successful"

Evil Genius Leadership Consultants: "Active Listening &amp; 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"

Wisc-Online: "How Well Do I Listen?"

3.6: Listening For Specifics

Boundless Communications: "Rules to Follow When Listening"

Boundless Communications: "Eye Contact and Facial Expression"

Wisc-Online: "Listening for Retention"

Ken Norton's "How to Listen to Customers"

Boundless Communications: "The Evaluating Stage"

A Primer on Communication Studies: "5.2: Barriers to Effective Listening"

Unit 4: Providing Information for Customers

Unit 4 Learning Outcomes

4.1: Understanding Oral versus Written Communication

Business Communication for Success: "4.1: Oral versus Written Communication"

Oral vs. Written Communication

4.2: Using Written Communication Styles in Business Settings

Business Communication for Success: "4.4: Style in Written Communication"

4.3: Business Writing in Customer Service

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"

Evil Genius Leadership Consultants: "Active Listening & Non-Verbal Communication"