vcc.ca
OPTC 1230: Customer Service & Professional Communications 2
Effective date
May 2022
Department
Optician Diploma
School
Continuing Studies
Description
Building on OPTC 1100 Customer Service and Professional Communications 1, students continue to learn about professional customer service and communication. This course provides students with the opportunity to learn how to be an advocate for patients from diverse backgrounds and to demonstrate cultural competence. This course teaches students about dealing with service breakdown, different behaviour styles, and the importance of effective communication in the service industry. This course also builds on knowledge gained in OPTC 1120 Professional Practice & Office Procedures.
Credits
1.5
Year of study
1st Year Post-secondary
Prerequisites
OPTC 1100,OPTC 1120.
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Demonstrate compassionate and culturally competent communication and patient service
- Discuss communication strategies to use with patients demonstrating sensory, language, and/or cognitive changes
- Apply effective problem-solving models for diffusing complex situations
- Explain the role of behavioural styles within the customer service environment
- Apply appropriate information gathering techniques to better serve patients
- Identify strategies that can be used to help patients feel valued and develop loyalty
- Describe how to clearly communicate the advantages and limitations of eyewear products to patients
- Implement an individualized teaching plan in order to promote, maintain, and restore ocular health
- Describe strategies for effective communication using the telephone, email, internet, and social media
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 |
Review Questions |
|
Assignments |
30 |
Case Study - individual written analysis and reflection |
|
Project |
30 |
Mini Class Presentation - group customer service role play and written reflection |
|
Participation |
10 |
Class participation based on rubric |
Course topics
- Diverse patient population Cultural competence Patient advocacy and support Behaviour styles Conflict management Problem solving models Managing complex situations Effective listening Information gathering techniques Communicating with older adults Patient learning styles Patient education Transparency in product recommendation Technology and effective communication
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.