FOR RESEARCH PRO
Week 5
Assignment 1
Chapter 9: Communication Skills at Work (page 153).
Complete Project 9.3, Language That Makes a Difference, on page 153 in your textbook.
Assignment 2
Chapter 10: Listening Skills Quiz, Figure 10.1 (page 160).
Complete the self-assessment quiz to determine your customer service listening skills. Write an analysis of the items that you perform well and a plan for those items that are opportunities for improvement.
Assignment 3
Chapter 10: Case Study (page 167-168).
Complete Project 10.5, “I Know You Believe…”, on page 167 in your textbook.
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