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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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