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Teachers are encouraged to decide which Assessments are suited to their students.
Teachers are encouraged to decide which Assessments are suited to their students.
All assessments are attached to individual modules and can be completed in their entirety or teachers may choose to exclude certain assessments based on their student's needs.
All assessments are attached to individual modules and can be completed in their entirety or teachers may choose to exclude certain assessments based on their student's needs.
Students need to submit all completed assessment work to their teacher to determine if they have met the requirements of the Communication & Networking Certification.
Students need to submit all completed assessment work to their teacher to determine if they have met the requirements of the Communication & Networking Certification.
Assessment for Module 1: Online & Mass Communication
Assessment for Module 1: Online & Mass Communication
- Create a two-column chart with the heading Personal Communication on one side and Mass Communication on the other side.
- Develop an inventory of all the forms of personal and mass communication you can list based on your understanding.
- For each type of communication you have listed on your chart, decide what kinds of businesses may find success with this communication. Explain why you believe this to be true.
- For each type of communication you have listed on your chart, make a list of which businesses may have difficulty experiencing success with the types of mass and personal communication you have chosen. Explain why you believe this to be true.
Assessment for Module 2: Personal vs. Business Communication
Assessment for Module 2: Personal vs. Business Communication
Please read the following email complaint sent to Jerry's Garden Emporium where you work. It is your job to answer emails received and deal with customer issues. You are not the store owner, so you cannot give away free products, but you can provide the customer with an in-store service that a Garden Centre would offer (garden planning, one-to-one advice with an expert, a free class about vegetable gardening, etc).
Please read the following email complaint sent to Jerry's Garden Emporium where you work. It is your job to answer emails received and deal with customer issues. You are not the store owner, so you cannot give away free products, but you can provide the customer with an in-store service that a Garden Centre would offer (garden planning, one-to-one advice with an expert, a free class about vegetable gardening, etc).
Write a business response to this letter of complaint following the rules and information shared about business communication in Module 2.
Write a business response to this letter of complaint following the rules and information shared about business communication in Module 2.
To: Jerry's Garden Emporium <jerrysgardenemporium@servicenet.com>
From: Malcolm Finlay <malcomlmfinlay48367@freeemailservice.ca>
Date: September 1, 2017
Subject: HELP desk service issues
I am writing to complain about the lack of service I received today at your HELP desk. I went to the desk to get assistance with a bug infestation problem I was having in my vegetable garden and had to wait ten minutes before the ONE person working the Help desk actually acknowledged my presence. When she finally asked if she could help me, I was only halfway through my question when the phone rang and she answered the call and ignored me for another five minutes! I was waiting to ask my question far longer than the person on the telephone, yet they received their answer first.
I am so disappointed with the level of service I received and even when she finally listened to my question, the product she suggested to use on my garden was something I had already tried (apparently she wasn't really listening to me afterall!). I left your store with no product, no answers, and no desire to ever come to your place of business again. And, I should also warn you that of the three people also in line with me, two left either before me or just as I was.
I used to come to your garden center all the time even though it meant an extra ten minutes in the car because your products and service were excellent. Over the last few years, I have been less and less impressed with your service and today was the worst service I have ever received. I think you need to seriously consider firing half your staff and replacing them with competent employees instead.
Assessment for Module 3: Social Media & Communicating with the Public
Assessment for Module 3: Social Media & Communicating with the Public
Watch the following short video about tips for great social media communication with customers and create a response to the Twitter post below.
Watch the following short video about tips for great social media communication with customers and create a response to the Twitter post below.
Twitter Post:
Twitter Post:
I have tried for a week to get someone from your company to call me because I'm missing a part on my order. Is everyone on vacation??
I have tried for a week to get someone from your company to call me because I'm missing a part on my order. Is everyone on vacation??
Please create a 200 word reply to this customer post that incorporates some of the tips included in the video and what you learned about replying to customers in this module.
Please create a 200 word reply to this customer post that incorporates some of the tips included in the video and what you learned about replying to customers in this module.
Assessment for Module 4: Communication & Customers
Assessment for Module 4: Communication & Customers
Please watch the video about prioritizing communication at work and with customers. In the video, he discusses the importance of not blindly responding to everything at work.
Please watch the video about prioritizing communication at work and with customers. In the video, he discusses the importance of not blindly responding to everything at work.
Then, take a look at the To-Do list below and prioritize the communications in terms of most to least important for you to deal with as the person who responds to customer emails and social media posts.
Then, take a look at the To-Do list below and prioritize the communications in terms of most to least important for you to deal with as the person who responds to customer emails and social media posts.
Justify your choice for each item, and explain which items you would forward to your boss to deal with as the issue was beyond your role.
Justify your choice for each item, and explain which items you would forward to your boss to deal with as the issue was beyond your role.
An email inquiring about a product that hasn't come out onto the market yet
An email about the service warranty for a popular product your company sells
A tweet complaining about a new product your company has just released
An Instagram post providing an excellent review of a product you are about to discontinue
A phone inquiry from a customer who received the wrong product
A Facebook post wrongly identifying one of your company's products as something that could cure a common illness
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