60 to 90 hours per semester depending on disabling condition.
- Lectures
- Seminars
- Group activities
- Audiovisual media
- Effective communication utilizing assertiveness, active listening, paraphrasing, asking questions and awareness of nonverbal communication
- Empathetic listening
- Giving and receiving positive and constructive feedback
- Conflict resolution strategies
- Reviewing what forms a first impression and how to create a positive first impression
- Purpose of handling customer questions and concern
- Attitudes for success
- Workplace expectations
- Benefits of building positive relationships with others
Upon completion of this course, the successful student will be able to:
1. Recognize and define the elements of communication (sender, message, receiver).
2. Identify barriers to communication and use strategies to overcome barriers.
3. Ask for clarification and demonstrate techniques (ie: paraphrasing, asking questions) to assist communication.
4. Display/use effective communication.
5. Engage in active listening.
6. Differentiate between passive, aggressive and assertive communication.
7. Express their need for assistance.
8. Respond to instructions or feedback.
9. Identify and demonstrate attitudes for success.
10. Identify and demonstrate workplace expectations.
11. Demonstrate cooperative workplace behaviours.
12. Demonstrate appropriate interpersonal skills with supervisors, coworkers and customers.
13. Develop strategies for getting along with others eg. co-workers, supervisors, customers and other stakeholders.
14. Define conflict and demonstrate conflict resolution strategies.
15. Give and receive feedback in an effective manner.
16. Identify the impact and importance of first impressions.
17. Demonstrate positive customer service skills and an understanding of the importance of excellent customer service skills.
18. Demonstrate effective customer service communication, including responding to nonverbal communication.
19. Identify and demonstrate the use of empathetic listening skills when responding to customer needs.
20. Identify and demonstrate treating customers in a respectful manner.
21. Identify and demonstrate appropriate responses to customer inquiries.
22. Identify and demonstrate ways of dealing with challenging customers.
23. Demonstrate respectful interactions in a diverse multi-cultural learning/work environment.
Evaluation will take place in accordance with the Douglas College Evaluation Policy. A mastery model of ongoing evaluation will be used. A student will have completed the course when they have demonstrated through satisfactory completion of exercises and assignments that the course objectives have been reached. Where formal tests are used mastery will be defined as a score of 80% or more.
Progress will be monitored on a regular basis by the instructor in consultation with each student. The student will be expected to maintain regular attendance in accordance to CFCS attendance policy and demonstrate progress, participate in classroom activities, and complete assignments as directed.
Textbooks and Materials to be Purchased by Students:
Topic-relevant material will be provided in handout form throughout the semester.
CAEP 0201, 0202, 0204, 0205.