Course curriculum

  • 1

    1. Introduction

    • 1.1 Welcome

    • 1.2 How to Use This Course

    • 1.3 Learning Objectives

  • 2

    2. Clarity

    • 2.1 What is Clarity?

    • 2.2 Setting Expectations

    • 2.3 Examples of Setting Expectations

    • 2.4 Try It Out: Setting Expectations

    • 2.5 Using Specific Language

    • 2.6 Quiz: Specific Language

    • 2.7 Use Accessible Language

    • 2.8 Quiz: Accessible Language

    • 2.9 Reflection on Clarify
  • 3

    3. Warmth

    • 3.1 What is Warmth?

    • 3.2 Personal Connection on the Call

    • 3.3 Personal Connection in Writing

    • 3.4 Empathy and Collaboration

    • 3.5 Try It Out: Empathy

    • 3.6 Empathy Explained

    • 3.7 Trident Method

    • 3.8 Try It Out: Trident Method

    • 3.9 Reflection on Warmth
  • 4

    4. Proactiveness

    • 4.1 What is Proactiveness?

    • 4.2 Communicate Proactively

    • 4.3 Response Times

    • 4.4 Quiz: Response Times

    • 4.5 When to Pick Up the Phone

    • 4.6 Proactiveness Reflection
  • 5

    5. Integrity

    • 5.1 What is Integrity?

    • 5.2 Be Objective

    • 5.3 Quiz: Objective Questioning

    • 5.4 Explain the Why

    • 5.6 Try It Out: Provide a Rationale

    • 5.7 Try It Out: Explain a Question

    • 5.8 Handle Sensitive Information With Care

    • 5.9 Reflection on Integrity
  • 6

    6. Closing

    • 6.1 Assessing Learning

    • 6.2 Resources For Further Learning