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HYPERLINK "" Communication in the WorkplaceCommunication in the Workplace OverviewEvery employer expects his employee to possess good communication skills.? In this unit the student will examine the communication skills needed on the job.? The student will also be introduced to the principles of good customer service.?Communication in the Workplace Essential Questions:1. What does it mean to be a good listener?2. What qualities define a good listener?3. Why is it an important quality to listen and follow directions at the work place?4. Why can a group hear the same instructions, but interpret them completely different?5. What are the qualities of good instructions?6. What is customer service and why is it important?7. What is a customer complaint and why is it important to remedy complaints?8. What are the possible ramifications of failure to remedy complaints?9. What can be done to avoid or minimize customer complaints?10. What are the rules for using a cell phone at work?11. What does every employee need to know about using email at work?Assignments in tutorial:Handling Customer Complaints Lecture (Pg. 3)Customer Complaint Roleplay Project (Pg. 3). Use the customer complaint answer sheet & save to Unit 2.Question for Thought on Cell phone use and Email policy (Pg 4). Save your company’s cell phone policy to Unit 2Complete the Quiz on Page 5 & Raise your hand to show me. ................
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