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Paper CQP 102

Communication and Customer Relations

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The objective of this subject is to introduce the learner to the area of communication and customer relations. The learner is expected to appreciate the role of communication and customer relations in an organization as well as apply the knowledge, skills and competences developed to solve stakeholder issues in a professional manner

On completion, a candidate should be able to

  • gain an understanding on what communication and customer service entails
  • appreciate the role of communication in stakeholder relations
  • demonstrate a practical understanding of business communication documents such as memos, reports, minutes, business letters and circulars
  • apply communication, report writing and customer relationship knowledge in solving problems experienced by organizations as well as in real-life situations.
  • to recognize the trends in communication and customer service in the 21st century

Content

  1. 6

    1.7

    17

  2. 2

    Communication Process

    Demonstrate the communication process and identify barriers of effective communication

    1. The channels of communication

    2. Advantages and disadvantages of various channels of communication

    3. Stages of communication

    4. Barriers to effective communication

    5. Strategies for overcoming communication barriers

  3. 3

    Forms of communication

    Explain forms of communication

    1. Various forms of communications

    2. Advantages and disadvantages of forms of communication

  4. 4

    Types and forms of verbal Communication

    Explain the meaning of verbal and different types of verbal communication

    1. The meaning of verbal communication

    2. Types of verbal communication

    3. Importance of /verbal communication

    4. Barriers of verbal communication

  5. 5

    Non-Verbal Communication

    Explain non- verbal communication and identify strategies to overcome barriers to effective non- verbal communication

    1. The meaning of non-verbal communication

    2. Types of non-verbal communication

    3. The importance of non- verbal communication

    4. Barriers to effective non- verbal communication

    5. Strategies of overcoming barriers to effective non- verbal communication

  6. 6

    Functional Writing in organizations

    Identify various documents used in business communication

    1. Types of Business correspondence

    2. Description of business correspondence

    3. Business letters

    4. Electronic mail

    5. Circular writing

    6. Speech writing

    7. Memo writing

  7. 7

    Meetings

    Prepare for a meeting and write minutes for a meeting

    1. The concept and terms used in a meeting

    2. Terms used in meetings

    3. Types of meetings

    4. Purpose of meetings

    5. Golden rules of meeting management

    6. Preparation of meetings

    7. Procedure of conducting meetings

    8. Advantages and disadvantages of meetings

    9. Minutes writing structure

    10. Types of minutes

    11. Procedure of minutes writing

  8. 8

    Interviews

    Conduct an interview effectively

    1. Definition of an interview

    2. Types of interviews

    3. Purpose of interviews

    4. Preparation for interviews

    5. Interviewing skills

    6. Roles of the interviewer and interviewee

    7. Conducting interviews

    8. Challenges of interviews

    9. Strategies of overcoming challenges in an interview

  9. 9

    Report writing

    Write an effective report

    1. Definition of reports

    2. Types of reports

    3. Purposes of reports

    4. Structure and content of reports

    5. Styles of writing reports

    6. Features of effective business reports

    7. Factors to consider when preparing reports

    8. Stages of report writing

    9. Tips and Techniques of writing effective reports

  10. 10

    Customer Relations

    Describe the importance of customer relations to an organization

    1. Definition of public relations and customer care

    2. Types of customers

    3. Customer care and public relations skills

    4. Professional qualities in customer care

    5. Management of customer calls, emails and face-to-face interactions

    6. Golden rules of managing unsatisfied customers

    7. The role of customer care and public relations in an

      1. rganization

    8. Challenges of customer care and public relations in an

      1. rganization

    9. Customer complaints and resolutions

  11. 11

    Emerging Issues in Communication

    Explain emerging trends and issues in communication

    1. Emerging trends and issues in communication

    2. Challenges posed by emerging trends and issues in communication

    3. Ways of coping with emerging trends and issues in communication

    4. Case studies in business communication and customer relations