Customer Service & Professional Communications 1 (OPTC 1100)
In this foundational course, students learn practical skills to promote effective communication with patients and colleagues. Concepts in the relationship between sales and communication in the optical industry are explored, and students are encouraged to become more aware of the impact of their own communication choices and patterns. Students develop and practice communication techniques that demonstrate personal awareness, respect, and active listening skills. Communication theory, therapeutic communication, cross-cultural communication, and effective teamwork are all covered. Students receive a comprehensive introduction to the professional sales and communication cycle in the eyecare profession.
Course code: OPTC 1100
Credits: 1.5
Length: 20.0 hours
Course outline:
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https://www.vcc.ca/vccphp/courseoutline?subject=OPTC&number=1100
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0Additional Information
- Professional optician role and responsibilities
Basic sales cycle
Service culture
Customer service organizational policies
Professionalism in the retail environment
Identifying patient needs
Verbal and non-verbal communication styles
Patient-centered language
Interpersonal communication skills
Conflict resolution
Intercultural communication
Building rapport
Effective listening
Providing and receiving feedback
Importance of listening to a patient
Information gathering techniques
Effective communication using technology
† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.