CAAW 0633: Communication Skills
Effective date
September 2017
Department
Community & Career Education
Description
This course introduces students to elements of communication and guides them in the application of these skills in developing positive interpersonal and customer relations. Students review how behavioral responses impact co-workers and supervisors at the workplace. Students learn the importance of developing a positive and professional attitude towards customers.
This course is part of the Career Awareness program.
Year of study
Below Grade 10 Equivalency
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- recognize and define the elements of communication (sender, message and receiver)
- identify barriers to communication and use strategies to overcome barriers
- ask for clarification and demonstrate techniques (i.e. paraphrasing, asking questions) to assist communication
- engage in active listening
- differentiate between passive, aggressive and assertive communication
- respond to instructions, feedback, and criticism
- identify personal learning strategies
- describe personal attributes and strengths
- identify and demonstrate the use of empathetic listening skills
- identify and demonstrate ways of dealing with challenging customers
- display/use effective communications and customer service skills
- identify the impact and importance of first impressions
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 100
Total Hours: 100
Instructional Strategies
lectures, presentations, demonstrations, discussion groups, case studies, field assignments and independent or group projects, field practicum, audio visual and web related materials, individualized and group tutorial
Grading System
Satisfactory/Unsatisfactory
Passing grade
S- Satisfactory=50%
Evaluation Plan
Type
|
Percentage
|
Assessment activity
|
Assignments
|
15
|
in class assignments and projects
|
Quizzes/Tests
|
30
|
|
Final Exam
|
10
|
|
Participation
|
20
|
|
Other
|
25
|
observation of demonstrated skills - checklist
|
Course topics
- Handling criticism and conflict
- Active listening, initiating and maintaining conversation
- Choosing suitable conversations for work
- Passive, assertive, and aggressive behaviors
- Positive attitudes and emotions at work
- Building self confidence and self esteem
- Personal strengths and limitations
- Positive customer service skills
- Getting along with others
- Questioning techniques, paraphrasing
- Non verbal communications
- Barriers to communications
- Building friendships
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/.
- To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.