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Star Program
Module and Track Descriptions
Online Exams available at:
www.cunacpd.org/docent/welcome/welcome.html
CREDIT UNION FUNDAMENTALS TRACK
Recommended Audience: Applicable to all positions in your credit unions, providing core credit union education. Students must complete these three courses for further certification.
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Credit Union Orientation, 4th edition |  |
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Learning ObjectivesDiscover the history and philosophy of credit unions, the credit union difference, and how employees have special responsibilities in their unique relationship with members.
Contents
- An Introduction to Credit Unions
- Membership Benefits and Services
- The Past 150 Years
- The Structure of the CU Movement
- The Business of Credit Unions: Financial Concepts
- Basic CU Accounting Concepts
- Orientation to Your CU
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Member Relations, 4th edition | |
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Learning ObjectivesLearn ways to provide professional member service, including information on developing a professional image, handling telephone transactions, and resolving conflicts. Students discover practical ways to control stress and anger.
About This Edition
This updated edition helps employees relate to older and younger members and includes demographic and vital cautions against stereotyping. Additional information has been added on appropriate business attire, cross-selling services, anger management, and identifying common sources of stress and how to deal with them.
Contents
- Projecting a Professional Image
- Professional Service Basics
- Handling Members’ Financial Business
- Using the Telephone to Provide Service
- Relating to Young and Mature Members
- Resolving Conflicts
- Taking Care of Yourself
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Security, 4th edition | |
4th edition now available |
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Learning ObjectivesUnderstand employee and member safety and how to prevent losses. Students learn the details of security policies and devices along with the appropriate actions to take when faced with robbery, fraud, forgery, or confidence schemes.
About This Edition
This edition features new and updated material about electronic security for newer transactions channels-the Internet, ATM machines, kiosks, and phones. Updated information on new lock technologies, alarm systems, and an all new section on electronic security.
Contents
- Protecting Against Losses and Injuries
- Federal Security Regulations
- Robbery
- Opening and Closing Procedures for Credit Unions
- Extortion and Kidnapping
- Frauds, Swindles, and Con Artists
- Check and Draft Fraud
MEMBER SERVICES TRACK
Recommended Audience: Member Service Representatives, Tellers, Senior Tellers, New Accounts Personnel, Supervisors, Lending Staff, Sales Staff, and others dealing with credit union members.
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Money and Negotiable Instruments, 4th edition | |
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Learning ObjectivesLearn how to prevent fraud with proven methods for detecting counterfeit money and recognizing bad checks. Improve efficiency and accuracy by understanding the methods for handling cash, and accepting deposits, share drafts, and traveler’s checks.
About This Edition
Revised information reflects currency changes since last edition. New features include a website sidebar source. Additional information has been added on how the Federal Reserve System relates to a financial institution detecting counterfeit money, security treads, two-party traveler’s checks, and balancing the teller drawer.
Contents
- Facts and Features of Money
- Handling Cash
- Checks and Share Drafts
- The Clearing Process
- Detecting Bad Checks and Drafts
- Special Issue Negotiable Instruments
- Handling the Teller Station
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Member Services, 4th edition | |
4th edition now available |
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Learning ObjectivesGain a clear understanding of the basic tools for providing quality member service to ensure success. Participants learn about membership applications, savings and share draft accounts, loans, credit cards, ATMs, and insurance programs. This course provides the background needed to provide your members with quality service.
About This Edition
This updated edition focuses on what employees need to know about member accounts. The IRA section has been updated, share draft accounts information is expanded and the ATM section has been revised and updated to reflect improvements in technology and networking.
Contents
- Introduction to Credit Union Services
- Opening and Administering Membership Accounts and Shares
- Savings Accounts
- Share Draft Accounts
- Credit Union Lending
- Type of Loan Programs
- Other Services
- Transaction Services
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Cross-Selling, 4th edition | |
4th edition now available |
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Learning ObjectivesLet’s face it, we all have to "sell" nowadays to survive. Most employees would argue that they weren’t hired to "sell". This course helps students realize that selling is positive. Your employees will discover the fundamentals of cross-selling, marketing, sales presentations, and telemarketing. These skills are the backbone that helps employees succeed through personal and professional interaction.
About This Edition
This new edition features information on current trends, including information from the U.S. 2000 census. Additional advice, information, and activities make staff aware of the image and level or professionalism they project, as well as to encourage them to develop active listening skills.
Contents
- Understanding Selling
- Preparing Yourself to Sell
- Product Knowledge
- Know Your Members
- Member Relations and the Sales Process
- The Basics of a Sales Presentation
- Telemarketing and Cross-Selling Credit Union Services
MEMBER SERVICES LEVEL II TRACK
Recommended Audience: Member Service Representatives, Tellers, Senior Tellers, New Accounts Personnel, Supervisors, Lending Staff, Sales Staff and others dealing with credit union members. In addition, course S1120M is recommended for technology staff.
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Working Effectively with Difficult Members and Staff | |
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Learning ObjectivesThis course helps employees understand why incidents of anger, conflict or even violence occur in the workplace. Employees discover the tools needed to deal with difficult people, including understanding personalities, listening and communications skills, negotiating skills and anticipating difficult situations.
Contents
- Conflict in the Workplace
- Where is the Difficulty?
- Tools: Understanding the Players
- Tools: Listening Skills
- Tools: Communication Skills
- Tools: Negotiation Skills
- Planning and Prevention
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Helping Members Understand and Solve Problems |
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Learning ObjectivesDiscover the importance that front-line staff has as member educators. This course teaches employees to focus on helping members understand your credit union’s financial products and services. Employees will learn why member education is important, what it takes to become an educator, how to recognize learning opportunities, and how to build member relationships.
Contents
- Becoming an Effective Member Educator
- Know Your Products, Know Your Members
- Learn Something New Every Day
- Finding Solutions Through Education
- Where and When to Look for Backup
- What You Can Learn from Members
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Using Technology to Improve Member Service |
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Learning ObjectivesTechnology is forever changing the way we do business. This course will help employees understand the changing role of front-line staff, communicating with members about technology, understanding critical technologies, and cross-selling remote services. Employees learn through informative case studies. For those who have completed the Technology track, this adds additional insight into the critical role of technology.
Contents
- Behind-the-Scenes Technology Services
- The Next Big Thing: Customer Relationship Management
- Loan Decisions Quickly—and Better Service
- Card Fraud, Identity Protection, and Privacy
- New Frontiers for Member Service
- Keeping Pace with Innovation
PROFESSIONAL DEVELOPMENT TRACK
Recommended Audience: Staff whose current or future job requires effective written communication. Those who want to ensure their professional development and learn to effectively manage their workload.
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Develop a Career Plan |
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Learning ObjectivesUnderstand the transition from staff to management and decide whether management is the appropriate career choice. Learn to manage your professional and career development by using many of the credit union resources available.
Contents
- Understanding Career Development
- Evaluating Your Potential
- Evaluating Your Opportunities
- Developing a Formal Career Plan
- Establishing Career Development Relationships
- Applying for a Position
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Write Effectively |
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Learning ObjectivesDiscover how to become an effective writer with this hands-on guide. Practice good writing skills with interactive exercises. Understand why, even in the Internet age, business writing is critical to professional effectiveness. Master the critical skill of written communication.
Contents
- Writing for Your Credit Union
- Uses of Business Writing
- Steps to Effective Business Writing
- Readable Writing
- Word Usage
- Perfecting Your Writing Skills
- Types of Credit Union Business Writing
- Business Writing with Graphics
- Format and Style Guide for Consistency
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Make Work Manageable |
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Learning ObjectivesDiscover proven methods for working smarter by controlling time, workloads, and stress. Understand how these factors and technology interact.
Contents
- What Makes Work Manageable
- Effective Work Skills
- Common Roadblocks to Motivation
- Coping with Requests for Your Time
- Work Group Effectiveness Skills
- Making Time for a Balanced Lift
- Working Effectively in the Midst of Change
- Managing Work to Prepare for Advancement
CREDIT UNION SALES TRACK
Recommended Audience: Managers, Supervisors, Lending Staff, Member Service Representatives, Tellers, Senior Tellers, Sales Staff, or others who have contact with members.
Improving and Maintaining Quality Service
Course: S500M,
Discover the importance of developing a sales culture — no longer a luxury for credit unions. Provides front-line staff with practical advice for developing quality service, overcoming barriers, and maintaining a positive sales attitude.
Contents
- How Good Do You Want to Be?
- Good Service Starts at Home—Internal Customers
- How Credit Unions Give Great Service
- How Members Evaluate Service
- The Basics—Make Me Feel Special
- Great Service is Systems, Not Just Smiles
- Have a Fixation with Finding Solutions
- Handling Difficult Situations
- Cultivate a Member Service Culture
Successful Sales Techniques
Course: S510M,
Gain practical advice, sales tools, and proven techniques to succeed in sales. Understand how to maintain a sales culture, how to listen, the importance of product knowledge, and the power of words in selling.
Contents
- Sales Reluctance—Help, I Hate Sales
- You Have What They Need
- Attitude Is Everything—Assume Every Member Likes You
- Product Knowledge—Know your Credit Union’s Products
- Listening is a Contact Sport
- I’ll Have to Think About That—Overcoming Objections
- The Power of Words in the Selling Process
- Stay in Contact—The Phone is Your Best Friend
- Service That Sells
Interpersonal Skills: Understanding Your Impact on Members
Course: S520M,
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Learning ObjectivesDiscover the tools needed to enhance critical interpersonal skills, and understand the impact of communication and interpersonal style. Employees will learn and understand the importance of positive interaction with problem members.
Contents
- The Impact of Communication
- Communication Style: Understanding Ourselves and Others
- Influence with Style: Interpreting What You See and Hear
- Flexibility is More Important Than Style
- Applying Style and Flexibility
- Why Don’t People Listen?
- Nonverbal Messages: Reading People Like a Book—or Can We?
- Getting the Message Across
- How Can We Have Influence When All Goes Wrong?
SAVINGS PLUS TRACK
Recommended Audience: Financial Counselors, Managers, Supervisors, Member Service Representatives, Tellers, Senior Tellers, Sales Staff, or others who have an interest in professional development.
Opening New Accounts
Course: S800M,
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Learning ObjectivesUnderstand the types of savings accounts, account opening procedures and share insurance. Learn the regulatory requirements for the Truth in Savings Act, Expedited Funds Availability Act and the Bank Secrecy Act.
Contents
- Introduction to Share Accounts
- Opening New Accounts
- Account Ownership
- Share Insurance
- Truth in Savings Act
- Expedited Funds Availability Act
- Bank Secrecy Act
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Individual Retirement Accounts, 2nd edition |  |
2nd edition now available |
Download a sample of this course
Learning ObjectivesLearn the basics of IRAs, and be able to explain the benefits and conditions to members. This course describes the development of various retirement savings accounts, as well as many of the complex requirements that apply to each type of account. Covers traditional Roth and education IRAs, plus 401(k), SEP, SIMPLE, and Keogh plans.
Contents
- Evolution of a Good Idea
- IRA Eligibility
- IRA Contributions
- IRA Distributions
- Other Retirement Plans
- Advantages and Disadvantages
Investment Choices for Members
Course: S820M,
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Learning Objectives:Gain a basic understanding of investment choices that members may find at credit unions and investment options that compete for members’ savings dollars.
Contents
- Investment Basics
- Securities Markets
- Stocks
- Bonds
- Mutual Funds
- Annuities
- Real Estate and Other Tangible Assets
- Credit Union as the Foundation of a Solid Financial Plan
CONSUMER LENDING TRACK
Recommended Audience: Lending Staff, Member Service Representatives, Tellers, Senior Tellers, Supervisors, Sales Staff, or others interested in learning about consumer lending fundamentals.
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The Lending Process, 4th edition | |
4th edition now available |
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Learning ObjectivesThis course helps employees understand the lending process and the legal requirements of making a loan. Learn how to make solid loans and to service them efficiently.
Contents
- Credit Types and Characteristics
- Legal Requirements
- Loan Policies
- The Interview Process
- Credit Analysis
- Loan Closing and Monitoring
- Business Lending
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Lending Products and Regulations, 4th edition | |
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4th edition now available |
Download a sample of this course
Learning ObjectivesThis course helps employees understand federal laws and regulations affecting consumer loans, including the Equal Credit Opportunity Act and Truth in Lending. Learn about real estate and business lending, auto lending, and credit cards. The course also includes an overview of loan pricing, trends in lending technology, and the importance of cross-selling loans.
About This Edition
This updated edition has had significant changes. Three new chapters have been added: Other Lending Products (features business lending and credit cards), Pricing Lending Products, and Trends in Lending Services. Regulation sections have been updated and expanded including new activities in many of the chapters.
Contents
- Truth in Lending
- The Equal Credit Opportunity Act
- Other Consumer Lending Regulations
- Automobile Lending Programs
- Second Mortgage and Home Equity Lending
- Other Lending Products
- Pricing Lending Products
- Trends in Lending Services
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Collections, 4th edition | |
4th edition now available |
Download a sample of this course
Learning ObjectivesDiscover the best procedures for delinquency control, record keeping, and problem accounts. This course teaches telephone and written collection techniques and the key legal considerations in the collection process.
Contents
- Collections Policies and Procedures
- Developing a Collections System
- Making Contract
- Special Delinquency Problems
- Legal Action
ADVANCED LENDING TRACK
Recommended Audience: All Lending Staff, Loan Officers, Loan Originators, Mortgage Loan Specialists, Supervisors and Managers with lending, marketing and bankruptcy proceeding responsibilities. Course number S420 is also recommended for marketing staff.
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Bankruptcy and Court Proceedings, 2nd edition |
Learn valuable insights on bankruptcy chapters, documents, automatic stays, creditors meeting, proof of claim, and exemptions. Employees will understand discharge and bankruptcy abuse and examine bankruptcy protections and recovery.
Contents
- Bankruptcy History and Court Structure
- Bankruptcy Concepts and Chapters
- Initial Bankruptcy Documents
- Automatic Stay, Creditors’ Meeting, Proofs of Claim Exemptions
- Statement of Intent and Chapter 13 Plans
- Discharge, Bankruptcy Abuse, and Bankruptcy Recoveries
- Bankruptcy Prevention and Protection
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Mortgage Lending, 3rd edition |
3rd edition now available |
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Learning ObjectivesMaster the basics of mortgage lending, including how mortgage loans work and why they are important to credit unions. This course provides the fundamental skills and knowledge required in the mortgage process, as well as explanations of mortgage concepts and terminology.
Contents
- Introduction to Mortgage Lending
- Types of Mortgage Loan Programs
- Regulatory Compliance
- Applying for the Mortgage Loan
- Processing and Underwriting
- Loan Closing
- Servicing the Mortgage Loan
- What's Ahead in Mortgage Lending
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Loan Marketing, 3rd edition | 3rd edition now available |
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Learning ObjectivesLearn how to create a marketing plan for loans. This course will help employees understand product and pricing concepts, product development, and loan design. They’ll discover effective marketing tools and successful loan strategies. Participants explore the best media for promoting loans.
Contents
- Strategic Issues
- The Marketing Plan
- Marketing Issues for Different Types of Loans
- Pricing and Marketing
- Product Development
- Marketing Tools
- Advertising Media
- Examples of Successful Loan Strategies
LOAN OFFICER TRACK
Recommended Audience: All Lending Staff, Loan Officers, Loan Originators, Mortgage Loan Specialists, Supervisors and Managers with lending responsibilities, or others interested in obtaining a comprehensive understanding of lending.
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Loan Interviewing, 1st edition | 1st edition now available |
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Learning Objectives:Gain an overview of the loan process and learn interpersonal skills useful to loan officers. Employees will become effective loan interviewers by understanding the duties, responsibilities, skills, and knowledge needed for loan interviewing.
Contents
- The Role of the Loan Officer
- The Loan Interview as a Member Service Tool
- Interpersonal Skills for the Loan Interviewer
- Conducting the Loan Interview
- Analyzing the Information
- Reporting Back to the Applicant
- Credit Union Lending Products
Loan Underwriting
Course: S710M,
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Learning ObjectivesLearn the factors involved in making loan decisions, including information on determining a borrower's ability and willingness to pay. This course also covers credit scoring, loan collateral, fair lending issues and notification.
Contents
- Introduction to Underwriting
- Underwriting a Member’s Ability to Pay
- Underwriting a Member’s Willingness to Pay
- Credit Scoring
- Underwriting Loan Collateral
- Underwriting Marginal Applications
- Fair Lending Issues in Underwriting
- The Loan Decision and Notification
Loan Servicing
Course: S720M,
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Learning ObjectivesGain an understanding of the process after a loan is dispersed. Learn about loan documents, interest, servicing payments, escrow accounts, member relations, collections, and loan servicing technology.
Contents
- Loan Documents: Credit and Security Agreements
- Loan Interest
- Servicing Payments
- Insurance, Taxes, and Escrow Accounts
- Member Relations
- Collections and Delinquent Loans
- Loan Servicing Technology
FINANCIAL MANAGEMENT TRACK
Recommended Audience: Managers, Supervisors, Member Service Representatives, Tellers, Senior Tellers, Sales Staff, Marketing Staff, and Lending Staff. All staff who have an interest in understanding financial management concepts in order to perform their duties better.
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Financial Management Made Easy I: Financial Statements and Budgeting |
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Learning Objectives: All staff should have a basic understanding of financial management. In Part One of this track, staff will understand and be able to use financial statements and learn about spread analysis as a key financial management tool.Contents
- Financial Statements Review
- Spread Analysis Made Easy
- Effects of Interest Rate Changes
- Budgeting for Loans and Shares
- Budget Reports
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Financial Management Made Easy II: Sources and Uses of Money |
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Learning Objectives: All staff should have a basic understanding of financial management. In Part Two of this track, staff will learn how credit unions receive money and how they use it. This course will also help staff understand the relationship between pricing, liquidity, capital and investments.Contents
- Rates and Prices for Services
- Effect of Credit Risk
- Liquidity Planning
- Capital and Net Income
- Introduction to Investments
CREDIT UNION ACCOUNTING TRACK
Recommended Audience: Anyone who needs to sharpen their accounting skills or prepare for more advanced accounting courses.
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Basic Accounting, 3rd edition | 3rd edition now available |
Understand fundamental accounting techniques, along with methods for recording transactions and adjustments. Discover the steps to closing accounts and preparing financial statements.
Contents
- Accounting Concepts
- Recording Transactions
- Recording Adjustments and Preparing the Trial Balance Worksheet
- Financial Statements and the Closing of Accounts
- Accounting for Fixed Assets
- Accounting Liabilities and Equity
- Special Journals and Subsidiary Ledgers
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Accounting for Credit Unions, 3rd edition | |
Understand the major accounts used in credit unions and the importance of internal controls.
Learn the procedures for closing accounts and preparing financial statements. Understand dividend calculations and reserve accounts.
About This Edition
New easy to use activities have been added to each chapter to test staff’s knowledge. New information on rules for CU capital requirements post-Credit Union Member Access Act, and new information on corrective actions issues, implications of new capitalization rules and regular reserves vs. loss allowance were added. New sections on Market Value Accounts, Additional Reporting and Disclosure Requirements, Movement from Regulatory Accounting to GAAP, and the Roles of Various Accounting Watchdogs were added.
Contents
- Introduction to Credit Union Accounting
- Recording Credit Union Transactions
- Accounting for Cash
- Accounting for Loans
- Accounting for Member Shares
- Accounting for Reserves and Undivided Earnings
- Preparing the Financial Statements of a Credit Union
- Recent Trends in Credit Union Accounting
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Credit Union Financial Analysis, 3rd edition | 3rd edition now available |
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Learning ObjectivesLearn how account relationships work and the value of financial ratios. Students will learn to understand balance sheets, loans, liquidity, interest rate spreads, and trend analysis.
About This Edition
Additional examples have been added to illustrate concepts and the importance of key financial ratios is more fully explained. The Loans-to-Share Ratios Section now emphasizes how to use interest and dividend rates on loans and shares to counteract liquidity shortages. Loan portfolios are explained in depth.
Contents
- An Introduction to Financial Analysis
- Analysis of the Balance Sheet
- Analysis of the Income Statement
- Loan Analysis
- Analysis of Liquidity and Interest Rate Spreads
- Trend Analysis
TECHNOLOGY TRACK
Recommended Audience: Managers, Supervisors, Technology Staff, Lending Staff, Member Service Representatives, Tellers, Senior Tellers, Sales Staff, or others who have an interest in professional development.
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Credit Union Technology, 2nd edition | 2nd edition now available |
Download a sample of this course
Learning ObjectivesDiscover types of technology credit unions use — ATMs, debit and credit cards, ACH, call centers, home banking, web sites — and your staff’s role in providing these services. Understand credit union technology and how it is used.
About This Edition
The revision of this module updates technology topics introduced in the first edition. Sections on introducing members from different age groups to credit union technology and on competition and innovation have been expanded. A glossary, a resource section and an index were also added.
Contents
- Technology Today Credit Union: Who We Are
- State of the Credit Union: Where We Are Today
- Technology Planning Process
- Trends in Use of Technology
- Member Feedback and Needs
- Credit Union Competitors
- Staff Capabilities
- TTCU—The New Technology Plan
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Serving Members with Technology, 2nd edition | 2nd edition now available |
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Learning ObjectivesDiscover ways to provide the human dimension to technology, which is so frequently missing. Learn from leading credit unions that have successfully combined technology with effective member service.
Contents
- Technology and the Credit Union Commitment to Member Service
- Your Changing Role in Member Service
- Reactions to New Technologies
- Building Positive Acceptance of Change
- Helping Members with Telephone Financial Services
- Helping Members with ATMs and Debit Cards
- Helping Members with Internet Financial Services
- Preparing for the Future
CREDIT UNION SECURITY TRACK
Recommended Audience: Member Service Representatives, Tellers, Senior Tellers, Sales Staff, or others who have an interest in professional development.
Preventing Fraud
Course: S900M,
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Learning ObjectivesUnderstand the issues of IDs, learn to identify fraudulent share drafts and checks, plastic card fraud, embezzlement, and discover ways to protect your members against fraud.
Contents
- Reducing New Account Fraud
- Reducing Share Draft and Check Fraud
- Plastic Card Fraud
- Reducing Internal Losses
- Remote-Access Fraud
- Computer and Phone System Fraud
- Protecting CU Members
Security Issues
Course: S910M,
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Learning ObjectivesLearn ways your credit union can provide personal and premises safety and security. Discover how to cope with emergencies and deal with workplace violence. Understand ways to provide safe deposit box and ATM security.
Contents
- Security is Everybody’s Job
- Premises Security
- ATM Security
- Safe-Deposit Boxes
- Coping with Emergencies
- Dealing With Workplace Violence
- Personal Safety and Security
PRESIDENTIAL COURSES
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Member Service: Exceeding Expectations |
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Learning ObjectivesDiscover the key to providing service that exceeds member expectation. Learn the basics to enable you to deliver the courteous, accurate, and prompt service your members demand. Understand how to focus on how to identify and capitalize on opportunities to provide superior service that builds member loyalty and in turn an increasing share of their financial services business.
Contents
- The Art and Science of Exceeding Member Expectations
- What Members Want
- Sources of Inspiration
- Unexpectedly Great Service
- Sustaining member Relationships
- Upping the Ante with Technology
- Make Superior Service Contagious
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Successful Collections |
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Learning ObjectivesUnderstand the fundamental tools used by collectors in practicing their trade. Discover the techniques used by today’s successful collector, and be challenged to apply those techniques to real-life situations.
Contents
- Collectors as Member Service Agents
- Why Members Become Delinquent
- Honing communications Skills
- Alternatives to Delinquency
- Best Practices in the Collections Department
- Bankruptcy Issues
- Real Estate Collections
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Robbery Prevention and Preparation |
Understand robbery precautions by learning from case studies that challenge you to draw lessons from your own credit union. Obtain the knowledge of how to deal with a robbery and be able to share the knowledge with other credit union staff.
Contents
- Robbery and you
- Thinking Like a Robber
- Know Your Credit Union's Security Systems
- Daily Procedures
- When Robbery Happens
- Training Your Eyes
- After the Robbery
- Hostage Situations
- Extortion and Bomb Threats
- A Time for Healing
- Dealing With the Law
- Policies, Procedures and Training
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Financial Counseling for Members |
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Learning ObjectivesThis new course explores the advantages of financial counseling, to the member and to the credit union. It profiles different credit unions and how they make this service effective. Credit union case studies illustrate the step-by-step process for helping members identify and meet their financial goals.
Contents
- Goals of financial counseling
- The diverse causes of members' financial problems
- Skills required of financial counselors
- The emotional aspects of financial problems
- Counseling models
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Transitioning from Staff to Management |
This course provides the tools staff need to successfully transition from staff to management. Skills and attitudes are critical in the first few months as a new supervisor, and this course will be an invaluable reference for every new manager.
Contents
- Primary duties of first-time managers
- Personal qualities of effective managers
- Basic information about legal issues and personnel policies
- Tips on how to manage relationships with staff and other managers
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Communications and Telephone Skills |
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Learning ObjectivesThis course outlines good communications skills as well as barriers to effective communication. It concentrates on applying communications skills over the telephone in various situations.
Contents
- An introduction to communication
- Telephone call process
- Listening skills
- Vocal quality
- Special situations such as angry or talkative callers
- Good sales techniques on the telephone
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