Business Communications 1: Understanding Communication
Saylor Academy is a 501(c)(3) non-profit organization headquartered in Washington, D.C. The Academy was established in 1999 by Michael J. Saylor because he had a very simple, very earnest, and very bold idea: Education should be free. We believe that barriers of cost, time, and geography should not stand in the way of access to higher education or quality, effective credentials. Saylor Academy courses are provided via a CC BY 3.0 license.
Communication is the stage on which customer service superstars perform, so this course begins by taking you onstage to familiarize you with the communication process and the elements that influence it, influence you, and influence your audience. Fifty years ago, Claude Elwood Shannon and Warren Weaver created a model of communication that remains one of the most popular representations of the parts – or elements – that good communicators use to produce effective messages and to respond appropriately to messages they receive. In this unit, you will examine the elements of effective communication and then apply Shannon and Weaver’s model – your blank stage upon which you will eventually perform the role of customer service expert – to plan and practice the way you interact with your audience – your customers.
This course is part of Saylor Academy's Customer Service Certification Program and the first unit in the Business Communications complete course.
What will I learn
Upon successful completion of this unit, you will be able to:
- explain how intrapersonal and interpersonal communication influence communication;
- anticipate how mass communication can influence customer attitudes; and
- interpret customers’ verbal and nonverbal communication.
How should I prepare
In order to take this course, you should:
- have the ability/permission to install plug-ins or software;
- have the ability to download and save files and documents to a computer; and
- have the ability to open Microsoft files and documents (.doc, .ppt, .xls, etc.).