vcc.ca
OPTC 1100: Customer Service & Professional Communications 1
Effective date
May 2022
Department
Optician Diploma
School
Continuing Studies
Description
In this foundational course, students learn practical skills to promote effective communication with patients and colleagues. Concepts in the relationship between sales and communication in the optical industry are explored, and students are encouraged to become more aware of the impact of their own communication choices and patterns. Students develop and practice communication techniques that demonstrate personal awareness, respect, and active listening skills. Communication theory, therapeutic communication, cross-cultural communication, and effective teamwork are all covered. Students receive a comprehensive introduction to the professional sales and communication cycle in the eyecare profession.
Credits
1.5
Year of study
1st Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Explain the basic sales cycle in the optical industry
- Explain how customer service and sales complement each other
- Use a wide range of verbal and non-verbal communication strategies
- Examine strategies to improve one's communication skills
- Communicate in a manner that is respectful to the individual needs and beliefs of the patient
- Deliver information in an open, honest, respectful and thoughtful manner
- Explain the importance of responsibility and accountability in effective teamwork
- Demonstrate effective teamwork and decision making skills
- Use an appropriate mix of questions to obtain information from a patient
Prior Learning Assessment & Recognition (PLAR)
None
Hours
Lecture, Online, Seminar, Tutorial: 20
Total Hours: 20
Total Hours: 20
Instructional Strategies
Classroom based delivery with lecture, small group discussions, readings, case studies, and assignments.
Grading System
Letter Grade (A-F)
Passing grade
B- (68%)
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Assignments |
30 |
Group Assignment - Case Scenarios group presentation, individual written response and written reflective component |
|
Assignments |
30 |
Review Questions |
|
Project |
30 |
Teamwork Assignment - individual written response |
|
Participation |
10 |
Class participation based on rubric |
Course topics
- Professional optician role and responsibilities Basic sales cycle Service culture Customer service organizational policies Professionalism in the retail environment Identifying patient needs Verbal and non-verbal communication styles Patient-centered language Interpersonal communication skills Conflict resolution Intercultural communication Building rapport Effective listening Providing and receiving feedback Importance of listening to a patient Information gathering techniques Effective communication using technology
Learning resources
Resources are items in addition to tuition that the student is responsible for purchasing. Course resource
information will be supplied by the department/instructor.
information will be supplied by the department/instructor.
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.