Standard
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BUS 144 Business
Interaction Skills
These
modules equip participants with the tolls to communicate and interact more
effectively in person, in writing and on the telephone with both internal and external
customers. Participants also learn how to work in teams to create a
collaborative environment for accomplishing goals. This course consist of the
following, language of business, communication skills, working with
information, business writing, team and collaborative skills, and resolving
interpersonal conflict.
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Competency Areas: |
Hours: |
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Language Of Business |
Class |
4 |
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Communication Skills |
D. Lab |
0 |
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Working With Information |
P. Lab/O.B.I. |
0 |
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Business Writing |
Credit |
4 |
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Team And Collaborative
Skills |
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Resolving
Interpersonal Conflict |
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Prerequisite: |
None |
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Corequisite: |
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Course Guide
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Competency |
After completing this section, the student will: |
Hours |
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Class |
D. Lab
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P. Lab/ O.B.I. |
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LANGUAGE OF BUSINESS |
4 |
0
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0 |
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Identify differences
between Business and Casual Language |
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Use polite phrases common in
the workplace |
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Define accent, grammar and
dialect |
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Understand a person can
speak differently according to the situation |
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Identify resources to
adapt accent and grammar |
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COMMUNICATION SKILLS |
12 |
0
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0 |
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Organize and communicate
technical information in a clear, concise and objective manner for a specific
audience, purpose, and method when communicating over the telephone, in writing
or in person |
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Modify communication
styles to overcome barriers to communication and ensure a cooperative and
customer friendly environment |
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Listen attentively and provide
constructive feedback and reinforcement, appropriate for the listener and the
situation, that positively influence business results |
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Effectively question and
interpret verbal and nonverbal messages m determining customer needs |
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WORKING WITH INFORMATION |
8 |
0
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0 |
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Develop and maintain a
professional writing skill that will reflect a clear understanding of the
customer’s status with a detailed yet concise summarization of facts,
comments and notations |
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Create and maintain a
level of analytical skill to allow for effective research and data gathering,
leading to a decision that will allow for closure of the file or case |
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Develop critical reading and
listening skills to allow for rapid assimilation of facts and accurate
recording of all essential details |
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BUSINESS WRITING |
8 |
0
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0 |
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Determine which type of
document to write in a given situation |
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Determine the content
requirements of each type of document |
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Organize documents
according to audience needs |
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Format documents according
to established workplace standards |
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Use appropriate style,
tone, and grammar |
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Write letters, memos,
E-mails and reports that address insurance-specific tasks |
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Edit own work for content
and style |
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TEAM AND COLLABORATIVE SKILLS |
4 |
0
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0 |
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Work successfully in a team
environment, utilizing skills of effective teamwork and collaboration |
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Function more effectively
as a team member by understanding how member behavior impacts team
decision-making |
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Use their knowledge of the
Avirtual@ team environment |
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Identify the skills
required for effective teamwork and collaboration |
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Learn how team member
behavior impacts team decision-making |
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Resolving interpersonal conflict |
4 |
0
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0 |
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Recognize potential
sources of interpersonal conflict before they occur |
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Identify their typical
response approach to conflict |
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Identify the response
approach to conflict that others are using |
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Decide on the best approach
to conflict in a given situation and adjust their own behavior |
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Apply techniques that will
resolve and reduce interpersonal conflict |
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Suggested Resources
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Books:
None