SBA 100 - Customer Service Communication Skills

1.2 Continuing Education Units (CEU). This course is not for Credit(s). Credit(s).

This continuing education course is designed to provide participants with effective communication skills to help them become successful in the workplace as they interact with both internal and external partners. Topics to be covered include: written communication, oral communication, body language, tone, and how types of communication and communication skills reflect on employees and entire organizations.

Upon completion of this course, the students should be able to:
1. compose a professional email with proper format and email etiquette,
2. explain effective strategies for verbal and non-verbal communication,
3. explain the impacts of written communication in business correspondence,
4. apply spelling and grammar rules in business writing,
5. identify the steps to compose a professional document,
6. explain ethics and best practices for maintaining confidentiality,
7. identify obstacles to effective communication, and
8. demonstrate proper telephone skills and active listening skills in role-play situations.