About This Chapter
Communication & Diversity in Customer Service Teams - Chapter Summary
This chapter's engaging and informative customer service lessons will show your employees concepts pertaining to communication and diversity in customer service teams. These lessons cover some of the following topics:
- Interpersonal, non-verbal, written and oral communication
- Critical, selective, active and empathetic listening
- Effective and ineffective communication
- Customer communication
- Diverse work environment communication
- Cultural diversity management in the workplace
- Discrimination, sexism, ageism and other workplace diversity issues
Have your employees go through this chapter as part of your customer service team training session. The chapter also includes lesson quizzes and a chapter exam to help employees retain these communication topics.
How It Helps
- Identifies essential communication skills: Employees who study these lessons can become more aware of essential workplace communication and listening skills.
- Shows practical examples: This chapter provides plenty of examples of both effective and ineffective communication in the workplace.
- Inspires positive workplace and customer relations: Your employees will better understand the importance of effective communication with customers and coworkers.
At the end of this chapter, your employees will be able to:
- Evaluate the different types of communication
- Listen effectively in group settings
- Identify the elements of effective workplace communication
- Recognize ineffective group communication tendencies
- Understand why it's important to communicate effectively with customers
- Assess the opportunities and challenges related to communication in diverse workplace settings
- Manage cultural diversity in the workplace
- Explain several diversity issues in the workplace
1. Types of Communication: Interpersonal, Non-Verbal, Written & Oral
This lesson distinguishes between the various methods of communication used by managers, including interpersonal communication, nonverbal communication, written communication and oral communication.
2. Listening Effectively in Groups: Critical, Selective, Active & Empathetic Listening
Being an effective listener allows relationship building and leads to increased productivity in the workplace. To form an environment for effective listening, you need to know the best group sizes and the four types of effective listening.
3. Elements of Effective Communication in the Workplace
Effective communication is a necessity in the workplace. There are four elements of effective communication that help improve the two-way information sharing process. These four specific elements involve being concise and clear, practical, factual and persuasive.
4. Ineffective Group Communication in Groups
Ineffective group communication can dramatically impact the productivity and workplace success of a company. There are five factors that need to be addressed in order for groups to work together effectively.
5. The Importance of Good Communication with Customers
In this lesson, you will learn the importance of developing great communication skills with your customers. Learn more about how to apply these skills for clear and successful communication within the customer service setting.
6. Communicating in a Diverse Work Environment: Opportunities & Challenges
Today's workforce is a very diverse group, including people from all walks of life. This offers specific challenges and opportunities for communication within a company. In this lesson, we'll examine how diversity affects corporate communication.
7. Managing Cultural Diversity in the Workplace
In this video, we will define the term 'cultural diversity.' In addition, we will explore methods by which supervisors can utilize hands-on strategies that welcome and encourage diversity in the workplace.
8. Diversity Issues in the Workplace: Discrimination, Sexism, Ageism & More
As our world gets smaller, each workplace becomes more diverse. Understanding how to work with individuals from different backgrounds is important for a successful organization. We will address diversity issues in this lesson
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