This program equips university employees at all levels with customer service and communication tools.
What’s In It For You?
Participants will acquire knowledge and techniques to enhance job performances and improve professional relationships. Participants will have a greater understanding of their impact on the University.
Certificate Completion Expectation
Participants are expected to complete the full certificate curriculum within one year of taking their first class.
Curriculum – Required Courses
Click course names to view descriptions.
VIEW COMPLETE COURSE DESCRIPTIONS [PDF]
Discuss how customers determine their needs and how to anticipate and exceed expectations. Coursework will also present current research in workplace communication topics.
Identify ways to promote credibility through communication. Discuss assertive communication techniques to enhance one’s personal style. Increase understanding of assertive communication through interactive activities.
Identify listening styles and barriers to active listening. Demonstrate empathetic listening through action learning activities.
Gain an understanding of the importance of teamwork and cooperation, learn methods of giving and receiving constructive feedback, learn how to discern the differences between positive and negative conflict and develop self-awareness to better compliment others.
Learn how to re-direct the “object of frustration,” gain an understanding of good customer communication and l practice guided problem-solving steps to customer service challenges.
Mannerisms, gestures, and expressions say something about an individual employee. Discover nonverbal cues through situational examples, videos and images. Decode and interpret the body language of others to improve communication, service, and overall workplace effectiveness.
Using a styles assessment, learn ways in which people communicate along with tips and strategies for fitting the style you use to the situation at hand.
This final hands-on, scenario-based workshop allows participants to show customer service and effective communication.