Certificate Program

International Business Communications


Program Overview

Customer Service and communications training programs can vary widely in degrees, depth and industry that they target. In the Canadian context of a multicultural society, client/customer service representatives are presented with the increased challenge of interacting with clients/customers that can come with vastly different views and expectations. However, GREAT client care and customer service foundations all consist of similar fundamental skill sets and attributes such as…

Skill Sets

  • Persuasive speaking skills
  • Active Listening skills
  • Investigative/curious questioning techniques
  • Consistent ability to use positive language.
  • Intercultural competence
  • Clear communication skills.



  • Personable and friendly demeanor
  • Self-control.
  • Personal responsibility
  • Genuine empathy.
  • Adaptable and flexible.
  • Patience.


In our International Business Communications Program, SELC focuses heavily on experiential learning classroom techniques to increase student’s capacity in these client care skill sets and increase their ability to demonstrate higher levels of the required attributes. Students will leave this program with the ability to work in various Canadian industries that require client care and customer service. Instructors use comprehensive and consistent lesson plans to engage and instruct students in a dynamic and highly experiential learning environment.

The courses make use of Vital Source and Pearson Education online learning resources. As a result, the program engages current online and classroom active learning and stimulates critical thinking. The International Business Communication program will utilize daily in-class lectures, role plays, simulations, guided discussions and small buzz groups accompanied by PowerPoint (PPT) presentations, in-class hands on practice exercises, case studies, student group presentations, midterm and final exams.

Career Opportunities

Upon completion of the entire course, students may be able to and not limited to obtaining a job in the Following NOC classification categories:

Graduation Requirements


Students require ONE of the following:

Students require ALL of the following:

Applicants must be 19 years of age or older.

High school diploma or applicants must have successfully completed 100 hours of work in the general Customer Service industry (written evidence is required).


33 weeks

(Classroom Instruction 360 hrs)
(Co-op 360 hrs)

Program Duration

Duration: 720 hrs


Learning Objectives

Upon completion of this program, students will be able to…

Define effective customer service

Explain and utilize a problem solving approach when dealing with customer complaints and product/service issues

Communicate effectively with challenging clients and focus on customer retention

Demonstrate effective interpersonal communication verbally and nonverbally

Define culture and how intercultural contacts with tourists are unique

Explain how cultural patterns, identity and biases affects customer service


Course 1 – CSE - Customer Service Excellence

Customer Service Excellence is a broad topic and in this course students will focus on a practical approach to Customer Service. Students will discover what Customer Service really is and what it is not. They will be introduced to the many challenges of providing effective customer service and learn how to problem solve and formulate plans for success that will benefit the customer and also the company.

Course 2 – COM - Business Communication

In this course students will learn the foundations of interpersonal communications by focusing on how they relate to other people and the impact on relationships within the company and most importantly relationships with customers and stakeholders outside the company. The course will focus on helping students to develop high interpersonal communication skills in speaking and listening to be used in providing excellent customer service.

Course 3 – WCD - Workplace Cultural Diversity

Learning Intercultural Competence for today’s business environment has become essential for the workplace especially in customer service capacity. Rapid globalization, levels of increased tourism as well as the dynamics of a Canadian Multicultural society all set the stage for the requirements of this new skill set. In this course students will learn the imperatives for intercultural competence. The will discover Cultural patterns, identity and biases and how to communicate interculturally both verbally and non-verbally.

Completion of all three courses in International Business Communication comprising 360 Study Hours and 360 Co-Op Placement Hours for a total of 720 Complete Hours will give the student the International Business Communication Certificate.

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