This course explores communication and customer service theories and techniques used by information professionals in Aotearoa New Zealand.
Delivery type2019Trimester 2 & 3 2019
Allow 10-12 hours study time per week for each 20 credit course.
Cost2019NZ students $730 + $60 annual administration fee
International students $1,840 + $60 annual administration fee
Prerequisites Check entry and other requirements under the qualification you are studying
You will engage with customer service strategies in the context of diversity and inclusiveness, and develop an understanding of how specific communication techniques are used to deliver effective and culturally responsive customer service.
You will also consider how communication and customer service techniques can enhance training, advocacy and community engagement.
The course will include a focus on working in ethical and respectful ways with people and communities.
For more information watch the course introduction video below.
Students who successfully complete this course will be able to
- Select and discuss communication and customer service theories and techniques for information contexts.
- Explain how individual and community diversity can affect customer interests, needs and interactions in Aotearoa New Zealand society.
- Demonstrate effective communication and customer engagement in diverse contexts.
Understanding people and communities
- Introduce core psychology, sociology, and educational concepts of working with people of different ages and backgrounds in a customer service context
Connecting and serving people and communities
- Core communication and customer service techniques in physical and virtual environments
- Techniques for handling complex situations and diverse expectations when working with customers
- Service Design Thinking
- Understanding and improving the user experience
- Introduction to determining user needs
Diversity and inclusiveness
- Overview of the various beliefs, values, viewpoints and behaviours that shape how different communities view, access and use information
- Working with Māori, Pasifika, Deaf and other diverse communities of language and culture
- Ensuring that spaces, resources and services are accessible to and inclusive of people with disabilities
- Cultural competencies in communication
Connecting with people and communities through information services
- Introduce a range of professional information contexts where staff interact with and support people, demonstrating how effective communication and customer service skills are applied, including examples of customer service, training, advocacy, and community engagement
100% internally assessed
No textbooks are required for this course
Your course is delivered 100% online. To complete this course you will need access to a computer or device, broadband internet and a data plan able to support online learning such as streaming of videos (including YouTube), downloading content and submitting online assessments. If you are unsure if your current computer/device or internet access allows you to complete your online learning with us, please contact us before applying to enrol.
How to enrol
Before enrolling in this course you need to:
- Choose the qualification you will study the course under.
- Check the order that courses in the qualification should be studied in the Qualification Structure table. This is in the Choose courses and apply tab on the qualification page.
You can do this course as part of these qualifications: