Student Learning Objectives

The purpose of this module is to provide you with the essential skills necessary for engaging in open, clear, and positive communication with co-workers, supervisors, and customers.

After completing this module, you should be able to:

• Determine your current open communication skill level.
• Explain what is required to become an effective communicator in the workplace
• Identify barriers to effective communication.
• Describe the differences between verbal and nonverbal communication.
• Discuss the four steps to using effective listening skills.
• Identify etiquette for common workplace communication methods.
• Develop an action plan for more professional email, telephone, and texting communication.

Student Learning Objectives

The purpose of this module is to provide you with an understanding of how teams work and the skills required for effectively participating on teams with co-workers, supervisors, and others.

After completing this module, you should be able to:

• Define what makes a great team player.
• Describe the characteristics of effective teamwork.
• Explain the roles and responsibilities required of a productive team.
• Determine the student's dominant personality style.
• Develop an action plan to become a better team player.

Student Learning Objectives

The purpose of this module is to provide you with insights and practical skills regarding acceptable attitudes in the workplace. In addition, this module will provide you with suggestions on handling conflict in a work environment.

After completing this module, you should be able to:

• Define conflict.
• Describe the L.A.S.T. Chances method of conflict management.
• Describe the five conflict handling modes.
• Develop a conflict management action plan using conflict management tools.
• Define attitude.
• Describe the five ways to maintain a positive attitude.
• Identify the four "Fish" philosophies for a positive attitude.

Student Learning Objectives

The purpose of this module is to provide you with an understanding of the essentials for providing excellent customer service, and the steps for developing quality customer service skills.

After completing this module, you should be able to:

• Discuss the characteristics of quality customer service.
• Provide examples of internal and external customers.
• Describe the two types of customers encountered in service situations.
• Explain the value of the long-term customer to a business.
• Discuss the five skills used in demonstrating professional customer service.
• Develop a customer service skills action plan for a given job.