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UNIVERSIDAD TECNICA NACIONAL, SEDE CENTRAL DIPLOMADO EN INGLES COMO LENGUA EXTRANJERA COURSE: ILE- 615. Comunicación Comercial II Third Term 2013 Professor: Cindy Rodriguez, Verónica Oguilve

Course Weekly Plan

Week	Date	Objectives	Contents	Evaluation
1	SEPT. 2nd -6th	Along the course the students develop the ability and knowledge to: 1.       …use complex expressions through semi-controlled and open individual and group activities to express opinions and criteria involving diverse customer service issues. 2.       …learn and use appropriate vocabulary related to the business setting, specifically, customer service. 3.       …analyze the different areas, concepts and importance of customer service. 4.       …implement techniques and strategies to improve customer service. 5.       …show the ability to deal with customer service problems in the business setting through communicative activities involving cases and examples of empathy, tolerance and ethical principles. 6.       …use appropriate pronunciation, grammar structures and vocabulary in context related to the business setting. 7.       …make use of appropriate media tools to develop business relationships to fulfill the companies’ and customers’ objectives. 8.       …apply knowledge and communication to satisfy the customers’ needs.	·      Students introduce themselves ·      Reading of class syllabus ·      Course plan discussion ·      Listening, writing and speaking activities 1.   Introduction to Customer Service 1a. What is Customer Service? 1b. Who are the Customers?	Diagnostic Test
2	9th – 13th		1.   Introduction to Customer Service 1c. When and Where is Costumer       Service Offered? 1d. Customer Service Importance 1e. Developing a Polite Customer       Service Attitude
3	16th – 20th		2.   Knowing the Client 2a. Getting to Know the Client 2b. Assertive Communication Oriented       to Getting Results 2c. Analytical Communication       Oriented to Details 2d. Courteous Communication        Oriented to People
4	23rd – 27 th			Oral Presentation #1, 15%
5	SEPT- OCT 30rd -4th		3.   How to Deal with Annoyed or       Unsatisfied Clients 3a. How to Avoid Customer’s       Dissatisfaction or Annoyance 3b. Strategies and Techniques to Deal       with Annoyed Customers 3c. How to Calm Down and Manage       Different Conflict Situations	Written Short Test #2 (5%)
6	7th – 11th		4.   Customer Service by Phone 4a. How to answer the Phone 4b. How to Take Phone Messages 4c. How to End a Phone Call 4d. What is Voicemail and What is it        Used for
7	14th – 18th		MIDTERM TESTS, 30%
8	21st – 25th		5.   Costumer Service Online 5a. Who is the Online Customer 5b. Emailing 5c. Online Chat 5d. Other Customer Service Online       Communication Tools
9	OCT-NOV 28th – 1st		6.   Time Management 6a. How to Manage Time 6b. Analyzing Tasks 6c. Strategies to Prioritize	Short Test #2
10	4th - 8th		7.   How to Handle Stress 7a. Causes of Stress in the Workplace 7b. Symptoms of Stress in the        Workplace 7c. Strategies to Control and Manage       Stress
11	11th – 15th		8.   Solving Problems 8a. Different Problems in the Business       Setting 8b. Strategies to Deal with Problematic        Conflict Situations 8c. Techniques to Solve Problems	Written Short Test #3 (5%)
12	18th - 22nd
13	25th – 29th		Final Review	Oral Evaluation #2 (15%)
14	DEC 2nd - 6th		FINAL MIDTERM, 30%

EVALUATION:                           Short Tests (2) 10%                   Midterm Exam: 30%

                                               Oral Presentations (2) 30%      Final Exam 30%

SPECIAL REMINDERS:

   1)       This weekly plan might be subject to change. Changes will be notified in advance.

   2)       The use of mobile phones or any other electronic devices is not allowed inside the classroom.

   3)       Arriving later than 30 minutes to a test prevents the student to take it, unless  medical condition is proven.

   4)       Missed tests will not be rescheduled unless medical condition is proven within the following three working days.

   5)       All exercises not worked in class will be considered extra-personal-practice, which means that the student should work them at home and bring to class only specific doubts for explanation. These extra-practices will not necessarily be fully checked during class time.

   6)       No reading is allowed when giving a speech. If you do so, your grade will be lowered.

   7)       In case you need extra help with any of the material covered in class, please make an appointment  or send your doubts via e-mail to your teacher as follows:cindyacademic@gmail.com

   8)       Office hours: Tuesday 5-6pm

   9)       Final grades will be handed out on December 10^th  in building #2.