Interpersonal Skills for the Workplace

Faculty
Applied Community Studies
Department
Career and Employment Preparation
Course Code
CAEP 0203
Credits
3.00
Semester Length
15 weeks
Max Class Size
12
Method Of Instruction
Lecture
Typically Offered
To be determined

Overview

Course Description
This course is designed to prepare students with learning difficulties or barriers to education and employment with the skills to enter new working and training situations with increased confidence and to assertively handle employment related interpersonal situations. In particular, students will learn to communicate positively about any accommodations that may be required for their success on the job.
Course Content
  1. Effective communication utilizing assertiveness, active listening, paraphrasing, asking questions and awareness of nonverbal communication
  2. Empathetic listening
  3. Giving and receiving positive and constructive feedback
  4. Conflict resolution strategies
  5. Reviewing what forms a first impression and how to create a positive first impression
  6. Purpose of handling customer questions and concern
  7. Attitudes for success
  8. Workplace expectations
  9. Benefits of building positive relationships with others
Methods Of Instruction
  • Lectures
  • Seminars
  • Group activities
  • Audiovisual media  

 

Means of Assessment

Evaluation will take place in accordance with the Douglas College Evaluation Policy. A mastery model of ongoing evaluation will be used.  A student will have completed the course when they have demonstrated through satisfactory completion of exercises and assignments that the course objectives have been reached. Where formal tests are used mastery will be defined as a score of 80% or more.

Progress will be monitored on a regular basis by the instructor in consultation with each student.  The student will be expected to maintain regular attendance in accordance to CFCS attendance policy and demonstrate progress, participate in classroom activities, and complete assignments as directed.

Learning Outcomes

Upon completion of this course, the successful student will be able to:

1.     Recognize and define the elements of communication (sender, message, receiver). 

2.     Identify barriers to communication and use strategies to overcome barriers. 

3.     Ask for clarification and demonstrate techniques (ie: paraphrasing, asking questions) to assist communication. 

4.     Display/use effective communication. 

5.     Engage in active listening. 

6.     Differentiate between passive, aggressive and assertive communication. 

7.     Express their need for assistance. 

8.     Respond to instructions or feedback. 

9.     Identify and demonstrate attitudes for success. 

10.   Identify and demonstrate workplace expectations. 

11.   Demonstrate cooperative workplace behaviours. 

12.   Demonstrate appropriate interpersonal skills with supervisors, coworkers and customers. 

13.  Develop strategies for getting along with others eg. co-workers, supervisors, customers and other stakeholders. 

14.   Define conflict and demonstrate conflict resolution strategies.

15.   Give and receive feedback in an effective manner. 

16.   Identify the impact and importance of first impressions. 

17.   Demonstrate positive customer service skills and an understanding of the importance of excellent customer service skills. 

18.   Demonstrate effective customer service communication, including responding to nonverbal communication. 

19.   Identify and demonstrate the use of empathetic listening skills when responding to customer needs. 

20.   Identify and demonstrate treating customers in a respectful manner. 

21.   Identify and demonstrate appropriate responses to customer inquiries. 

22.   Identify and demonstrate ways of dealing with challenging customers.  

23.   Demonstrate respectful interactions in a diverse multi-cultural learning/work environment. 

Textbook Materials

Textbooks and Materials to be Purchased by Students:

 

Topic-relevant material will be provided in handout form throughout the semester.

Requisites

Prerequisites

Corequisites

CAEP 0201, 0202, 0204, 0205.

Equivalencies

No equivalent courses.

Course Guidelines

Course Guidelines for previous years are viewable by selecting the version desired. If you took this course and do not see a listing for the starting semester / year of the course, consider the previous version as the applicable version.

Course Transfers

Institution Transfer Details Effective Dates
There are no applicable transfer credits for this course.

Course Offerings

Fall 2021

CRN
Days
Dates
Start Date
End Date
Instructor
Status
32306
Mon Wed Tue Thu
07-Sep-2021
- 08-Dec-2021
07-Sep-2021
08-Dec-2021
Uppal
Kirenjeet
Full
CAEP 0203 001 - Acceptance to the CAEP Program required.

Max
Enrolled
Remaining
Waitlist
12
12
0
0
Days
Building
Room
Time
Mon Wed
Coquitlam - Bldg. B
B2070
13:00 - 13:50
Tue Thu
Coquitlam - Bldg. B
B2070
14:00 - 14:50