CORE COMPETENCIES UNIT TITLE : COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE UNIT CODE : ICT313365 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to communicate effectively in English while conducting a customer service delivery process. PERFORMANCE REQUIRED REQUIRED CRITERIA ELEMENT KNOWLEDGE SKILLS Italicized terms are elaborated in the Range of Variables Demonstrate an Proficiency in Requires Needs skills on ability to express communication is knowledge of Applying the 3 oneself in a manifested by Call flow C’s of and concise expressing oneself process / communication manner effectively procedure (clarity, 3 C’s of Product conciseness, communication is knowledge and applied to effectively (optional) consistency) to deliver messages, Rules of basic effectively feedback and instruction grammar in deliver verbal messages, communication feedback and Requires instruction appropriate Applying oral attitude on English Confidence in communication speaking skills to English effectively deliver a persuasive conversation Demonstrate an Listening effectively is Requires Needs skills on ability to listen demonstrated by being knowledge of Applying an and comprehend able to appropriately Rules of basic understanding effectively respond to questions communication of commonly and requests Rules of used Comprehension is effective demonstrated by being business able to respond communication (whether effectively with in customer American, awareness of audience service Canadian, and purpose Australian, or British) to effectively achieve cross cultural sensitivity
CORE COMPETENCIES UNIT TITLE : COMMUNICATE EFFECTIVELY IN ENGLISH FOR CUSTOMER SERVICE UNIT CODE : ICT313365 UNIT DESCRIPTOR : This unit covers the knowledge and skills needed to communicate effectively in English while conducting a customer service delivery process. ELEMENT PERFORMANCE CRITERIA Italicized terms are elaborated in the Range of Variables REQUIRED KNOWLEDGE REQUIRED SKILLS Demonstrate an ability to express oneself in a and concise manner Proficiency in communication is manifested by expressing oneself effectively 3 C’s of communication is applied to effectively deliver messages, feedback and instruction Requires knowledge of Call flow process / procedure Product knowledge (optional) Rules of basic grammar in verbal communication Requires appropriate attitude on Confidence in speaking English Needs skills on Applying the 3 C’s of communication (clarity, conciseness, and consistency) to effectively deliver messages, feedback and instruction Applying oral English communication skills to effectively deliver a persuasive conversation Demonstrate an ability to listen and comprehend effectively Listening effectively is demonstrated by being able to appropriately respond to questions and requests Comprehension is demonstrated by being able to respond effectively with awareness of audience and purpose Requires knowledge of Rules of basic communication Rules of effective business communication in customer service Needs skills on Applying an understanding of commonly used (whether American, Canadian, Australian, or British) to effectively achieve cross cultural sensitivity
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