Entry requirementsThere are no pre-requisites for this course just a willingness to learn.
Course description Support
As an UK Open Learning student you will have access to your own personal tutor helping you with you course work and any other questions you may have, this is for a year.
Assessment
Assessment takes the form of a series of tutor marked assignments. Which you send to your tutor by e-mail or post. There is no word count for these assignments, however you have to prove to your tutor that you have fully understood the question asked.
Tutor Support
You will have full tutor support by e-mail and post for a full year from the day you receive the course, to complete this course it will take in the region of 100 study hours which can be spread over a 12 month period to suit the student.
Location
This course is to be studied by distance learning. There is no need to attend scheduled training sessions, as everything can be done from home or work in your own time.
Effective Communication:
At the end of the course students will be able to:
Describe the essential elements of business communications
Adopt good practice with a variety of communication methods
Choose appropriate communication methods
Identify ways of improving personal communications skills
Course Outline:
Module 1: The Essentials of Communication
The Importance of Good Communication
Modes of Communication
The Key Elements of Communication
The Whole Message
What Does the Recipient Expect?
Module 2: Sending Informal Messages
Memoranda ('Memos')
Electronic Mail (Email)
Text Messages
Facsimiles or 'Faxes'
Module 3: Sending Formal Messages
Letters – The First Impression
Letters – Greetings and Sign- Off
The Details
Letters – Writing Clearly
Letters – Writing Accurately
Formal Emails
Reports and Proposals
Reviewing Formal Letters and Reports
Module 4: Two-Way Communication
The Telephone
Using the Answer Phone
Using the Mobile Phone
Face-to-Face Meetings
Module 5: Presentations
Presentation Skills
First Impressions,
Explaining Your Points Clearly Humour
Inviting Discussion
Ending the Presentation
Module 6: Advertising
Press Releases
Newspaper Advertisements
Direct Mail
Web Sites
Customer Care
At the end of this course students will be able to:
Describe the essential elements of customer care
Identify company benefits
Design a policy and plan
Help motivate staff
Course Outline:
Unit 1: Customer Care
What is Customer Care?
Defining Customer Care
Characteristics of Effective Customer Care
Unit 2: Customer Care and Company Benefits
Increase in Profits
Customer Loyalty and Long Term Profitability
Fewer Complaints
Staff Know what is Expected of Them
A More Pleasant Working Environment
Customer Integration and Specialistaion
Unit 3: Considering a Policy and Plan
Who are Current and Potential customer, their characteristics and needs
Staff Interfacing with Customers
What Tangible or Intangible assets to company has
Competitor Characteristics
Improvements and Additions to Customer Care and Service