Copyright

Ch 3: Communication & Diversity in Customer Service Teams

About This Chapter

Communication and diversity management are essential to any customer service team. This employee training chapter is designed to improve your employee's communication skills and ability to work in diverse workplace environments.

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.

Skills Covered

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

8 Lessons in Chapter 3: Communication & Diversity in Customer Service Teams
Test your knowledge with a 30-question chapter practice test
Types of Communication: Interpersonal, Non-Verbal, Written & Oral

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.

Listening Effectively in Groups: Critical, Selective, Active & Empathetic Listening

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.

Elements of Effective Communication in the Workplace

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.

Ineffective Group Communication in Groups

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.

The Importance of Good Communication with Customers

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.

Communicating in a Diverse Work Environment: Opportunities & Challenges

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.

Managing Cultural Diversity in the Workplace

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.

Diversity Issues in the Workplace: Discrimination, Sexism, Ageism & More

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

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Other Chapters

Other chapters within the Building a Customer Service Team course

Support