digital badge and statement of participation (free)
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Worldwide
Free in
Worldwide
Worldwide
Content written for
Any country
Any country
Summary
A university short course on how consumers and business buyers behave, and how to use that understanding to build more valuable customer relationships. It helps small business owners and marketers see service from the customer's side.
An eight-week badged course on communicating well at work, with a full week on listening, active listening, asking effective questions and empathy. It helps anyone who wants to be better understood and to understand colleagues and customers better.
Objectives
Explain the essential concepts of consumer and business buying behaviour
Describe how business-to-business marketing differs from consumer marketing
Improve the value of customer relationships
Practise active listening: focus on the speaker, avoid interrupting, show interest, stay non-judgemental and give feedback
Ask effective questions to check understanding
Read and use non-verbal communication
Handle challenging conversations and communicate across diverse teams
Reflect on your own communication skills and plan how to develop them
Things to know
Framed through marketing and buyer behaviour rather than frontline service techniques
Content last updated November 2020
Rating is based on only 14 learner ratings
Level 2 (intermediate) OpenLearn course; no digital badge, statement of participation only
Content last updated April 2020
Listening and empathy are the focus of Week 2; the rest of the course covers wider communication
Badge requires completing the course and passing the Week 4 and Week 8 badge quizzes
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