Recent Posts

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Customer Service / Re: Steve's Introduction
« Last post by Steve Van Hook on November 28, 2013, 11:11:26 AM »
My name is Steve Van Hook, and I'll be your instructor for this course.

I've worked the last 20 or so years in management, economic development, education, and communications -- in corporate, government, news media, and international posts. About half of those years have been spent with television & public education projects in Russia and Ukraine.

I have a PhD in Education, an MA in Business Communications, and a BA in Journalism. I teach marketing, global management, communications, and economics courses for the University of California at Los Angeles (UCLA), UCSB, CLU, Saylor University, and elsewhere.

You can find more about me in my Instructor listing on the class homepage at http://ucsb.wwmr.us

I look forward to working with you throughout the course.

~Steve
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Business Communication Skills / Re: Steve's Introduction
« Last post by Steve Van Hook on November 28, 2013, 10:50:22 AM »
My name is Steve Van Hook, and I'll be your instructor for this course.

I've worked the last 20 or so years in management, economic development, education, and communications -- in corporate, government, news media, and international posts. About half of those years have been spent with television & public education projects in Russia and Ukraine.

I have a PhD in Education, an MA in Business Communications, and a BA in Journalism. I teach marketing, global management, communications, and economics courses for the University of California at Los Angeles (UCLA), UCSB, CLU, Saylor University, and elsewhere.

You can find more about me in my Instructor listing on the class homepage at http://ucsb.wwmr.us

I look forward to working with you throughout the course.

~Steve
3
Business Communication Skills / Welcome!
« Last post by Steve Van Hook on November 28, 2013, 10:29:58 AM »
Welcome to the class.

This board will provide access to your customized readings and resources for this special course in Communication Skills for the Business Professional.

Over our weeks together, I'll post  course topics and resource items for you to review. Please comment on the topics and resources, selecting excerpts you feel are most useful and relevant.

You can also post your writing tasks and samples on this board. I will provide feedback as warranted.

For now, please write just a brief introduction of yourself, giving a succinct overview of your background and aspirations.

I'll start it off below.

Good luck with the program!

~Steve
4
Business Communication Skills / Unit 1 Topics & Resources
« Last post by Steve Van Hook on November 28, 2013, 10:28:29 AM »
Please review the resource links and respond to the questions below.

<> Best Business Writing Tips (video)
<> Best Business Writing Tips Transcript
<> Writing Reference Books
<> English Grammar 101
<> Basic Grammar Rules
<> Quick Punctuation Rules Reference
<> Common Spelling Mistakes
<> Sample Business Action Verbs
<> Business Email Communications
<> Business Telephone Communications

Discussion Questions:

<> What sorts of business communications do you currently conduct?
<> What business communication skills are you hoping to develop?
<> Please take a brief paragraph from any source and rewrite it using the Six Best Business Writing Tips.
<> Please post an example of email communications using the best writing practices you have developed.

~ Steve
5
Business Communication Skills / Unit 2 Topics & Resources
« Last post by Steve Van Hook on November 28, 2013, 10:27:46 AM »
 Please review the resource links and respond to the questions below.

<> Global Management Glossary
<> Global Financial Glossary
<> The Elevator Speech
<> Personal Presentation Tips
<> Creating Favorable Impressions
<> Verbal and Nonverbal Communications
<> How to Be More Likeable
<> Dale Carnegie Tips

~ Steve

Discussion Questions:

<> What kinds of vocabulary terms are specific to your field?
<> What sorts of public presentations have you made or plan to give?
<> What are your own public speaking strengths and weaknesses?
<> How might the resources above help to improve your public speaking skills?
<> Please post an example of a revised speech using the best writing practices you have developed.
6
Business Communication Skills / Unit 3 Topics & Resources
« Last post by Steve Van Hook on November 28, 2013, 10:26:52 AM »
Please review the resource links and respond to the questions below.

<> Global Marketing Glossary
<> Write a Simple Plan
<> How to Conduct Market Research
<> Sample Marketing/Business Plan
<> Social Media Marketing
<> Search Engine Optimization (video)
<> Social Marketing (video)

Discussion Questions:

<> What are the key components of an effective marketing plan?
<> What social media do you use, and how do you use it?
<> Do you publish a website? Is it optimized for an international audience?
<> Have you ever participated in a marketing campaign for a social issue? How did  you do it?
<> Please post a brief outline you would use for a marketing/business plan.
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Business Communication Skills / Unit 4 Topics & Resources
« Last post by Steve Van Hook on November 28, 2013, 10:24:50 AM »
Please review the resource links and respond to the questions below.

<> Public Relations Primer
<> How to Write a Public Relations Plan
<> Sample Media Releases
<> How to Improve Your Media Relations Skills
<> Effective Media Relations Articles
<> Crisis Management Articles
<> Effective Communication Appeals & Tactics (video)
<> Appeals Template
<> Demographics and Publics (video)

Discussion Questions:

<> What publics are you trying to reach with your communication campaigns?
<> What appeals might be especially useful for connecting to your publics?
<> What kinds of media have you worked with in the past or will in the future?
<> What kinds of public and media crises might be expected in your field?
<> Please prepare a sample media release using the sample release template provided above.
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Business Communication Skills / Unit 5 Topics & Resources
« Last post by Steve Van Hook on November 28, 2013, 10:23:33 AM »
Please review the resource links and respond to the questions below.

<> Transcultural Communications (video)
<> Sample Action Verbs
<> Sample Resume / CV
<> Sample Business Cover Letter

Discussion Questions:

<> What tips might you offer to a manager responsible for communicating to multinational employees across cultural differences?
<> Review the ‘business action verbs’ above.
<> Review other management readings posted at Business Communication Resources Website
<> Please post a sample cover letter you might use in applying for a new position.
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Customer Service / Re: Unit 1: The Customer Service Workplace
« Last post by Steve Van Hook on September 09, 2013, 03:42:48 PM »
I'd like to find a customer service job working either face-to-face or through an online support center, helping students to better use educational learning platforms.
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Customer Service / Unit 4: Customer Service Careers
« Last post by Steve Van Hook on September 08, 2013, 02:45:03 PM »

TASK ASSIGNMENT - UNIT 4: CUSTOMER SERVICE CAREERS

The Unit 4 task materials above will help you to:

<> Data and resources that may help you find a customer service job and advance in your career.
<> Video tips to overcome self-doubt, often the greatest obstacle to success.

After completing Unit 4 Task Assignment in the Customer Service Course, please post on these discussion topics:

  • What resources have you used for finding past employment, or might you use for finding future positions? Why did/would you choose those particular resources?   
  • What steps would be most beneficial in preparing for a job interview?
  • In what social networks have you participated? How might you use those networks for advancing your employment and professional growth opportunities?

Feel free to start your own topics and respond to those of other students.

For more information on this free course through Saylor University, visit Saylor.org

Educare Research inc (ERi)

~ End of Course~
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