III Communication Skills

TEA Units of Study: TEKS "Knowledge and skills" subsections covered:

A. Types of effective communication B. Customer and client relationships C. Problem solving D. Role playing customer and business relations

  • (2) The student uses oral and written communication skills and solves problems using critical-thinking skills.
    • (A) discuss human services research findings in everyday language keeping instruction at an appropriate level
    • (B) practice effective verbal, nonverbal, written, and electronic communication skills
    • (C) use communication skills such as ability to empathize, motivate, listen attentively, speak courteously and respectfully, defuse client’s anger or skepticism, resolve conflicting interests, and respond to client objections or complaints to the client’s satisfaction
    • (D) apply client service techniques to complete transactions such as managing and defusing objections with courtesy, persuading the client to agree with an acceptable transaction, facilitating client’s follow-through with the transaction, and maintaining client relationship as client returns for services and refers others
    • (E) evaluate client resources versus product costs and client risk tolerance level such as evaluating client resources versus cost, educating client about most beneficial choices, and recommending best products, plans, or services for the client
  • (8) The student selects and uses appropriate business procedures and equipment to produce satisfying client outcomes and business success.
    • (C) respond to client questions appropriately
    • (D) advise customers using appropriate and relevant information

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