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Upon completion of the course, students will be able to:
1. Demonstrate a command of interactive listening techniques in a
variety of settings.
2. Assess and respond to speakers' nonverbal messages.
3. Express opinions and discuss issues positively and tactfully.
4. Demonstrate appropriate use of email, voice mail, and facsimile
equipment in communicating.
5. Find information on the Internet in business databases and web sites.
6. Develop a sensitivity for and an awareness of diversity.
7. Define ethics and identify the process by which individuals develop
the foundation for making ethical decisions.
8. Select appropriate communication techniques to avoid, minimize,
prevent, or resolve conflicts.
9. Use the telephone to receive and place appropriate business calls.
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1. Commands of interactive listening techniques in a variety of
settings.
a. Identifying and overcoming major barriers to listening.
b. Determining when more information is needed and asking
appropriate questions.
2. Assessing and responding to speakers' nonverbal messages.
a. Giving examples of how nonverbal messages have different meanings
in various cultures.
b. Including nonverbal cues in message interpretation.
3. Expressing opinions and discussing issues positively and tactfully.
a. Interacting effectively with people from various cultural, ethnic,
and racial backgrounds by using culturally sensitive language.
b. Using standard English when speaking on the job, especially
avoiding the use of expletives, slang, and unfamiliar jargon
and technical terms.
4. Demonstrating appropriate use of email, voice mail, and facsimile
equipment in communicating.
a. Composing, sending, and receiving email messages.
b. Applying the rules of digital communication etiquette.
c. Demonstrating knowledge of legalities related to using email and
other digital technologies in a business environment.
d. Creating an effective voice mail outgoing message.
e. Leaving a voice mail incoming message.
f. Creating a fax cover sheet and sending a fax.
5. Finding information on the Internet in business databases & web site.
a. Demonstrating research techniques to find digital information.
b. Appling reading skills to gather information from digital media.
c. Analyzing and evaluating the integrity of digital information.
d. Distinguishing between fact, inference, and judgment in digital
materials.
e. Detecting when digital media may have been used out of context
to distort reality.
6. Developing a sensitivity for and an awareness of cultural diversity.
a. Demonstrating a sensitivity to language bias and using language
that is free of bias (gender, race, age, religion, physically
challenged, and sexual orientation).
b. Analyzing and discussing biased communication (age, race,
religion, sexual orientation, physically challenged, and sexual
harrassment) cases that have become legal precedents.
7. Defining ethics and identifying the process by which individuals
develop the foundation for making ethical decisions.
a. Differentiating between legal and ethical situations.
b. Analyzing common types of unethical behavior in the workplace.
c. Solving problems using techniques that take into consideration
personal and ethical values.
d. Discussing the importance of taking responsibility for all spoken
and written communication and actions taken.
8. Selecting appropriate communication techniques to avoid, minimize,
prevent, or resolve conflicts.
a. Modeling the process for conflict resolution.
b. Differentiating between friendship and working relationships.
c. Addressing cultural conflicts & identifying appropriate solutions.
d. Employing appropriate strategies for communicating with
dissatisfied customers in face-to-face discussions, through
digital means, and in writing.
9. Using the telephone to receive and place appropriate business calls.
a. Discussing the importance of the use of the telephone as a
customer service tool.
b. Projecting a positive first impression over the telephone.
c. Using the telephone to gather and record information.
d. Demonstrating proper telephone techniques and etiquette.
e. Completing accurate telephone messages.
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1. Reading assignments from textbook and digital sources (approximately
15 to 20 pages per week).
2. Two written projects per week of 2 to 5 pages each.
3. Apply effective listening, speaking, problem solving, and telephone
techniques in individual and group activities.
4. In-class activities will include but not be limited to the
application of the following competencies and skills:
-gather data by reading information from print and digital sources
-organize, analyze, and interpret gathered data from print and
digital sources
-compose business documents that reflect cultural differences and
and incorporate current practice and protocol activities and
assignments to meet deadlines and produce quality work
-use active listening and effective oral communication skills
-develop self-managing skills and work effectively in groups to
complete activities, assignments, and/or projects
-use technology to complete activities