Certificate in Business Administration Central Area, Central

Course details

d.
8. Outline the communications process.
9. Explain the Barriers to Communication.
10. Explain ways to overcome barriers to communication.
CBA-102 Research and Study Skills
Synopsis
This subject provides participants with a basic understanding of the research process and study skills. It
aims to expose participants to various methods of learning and knowledge retention. Relevant skills
necessary to produce a literature survey on their particular research areas will be included. In particular, this
area discusses on how to design questionnaire, ways of collecting data, sampling methods, data analysis,
interpreting and effectively delivering a presentation; finally, this subject also aims to develop participants'
proficiency in both interpersonal and written communication skills.
Objectives
On successful completion of this subject, the participants should be able to:
1. Identify and make use of effective methods of knowledge retention
2. Classify business research
3. List the stages in the business research process
4. Understand and obtaining source of information.
5. Describe the different research methods for collecting data 6. Design questionnaire
7. Explain the various types of sampling
8. Interpret the stages of data analysis
9. Communicate research results, report and presentation.
10. Apply referencing to sources.
11. Conduct research according to the requirements of the document, using informal and formal data
collection methods and analyse and assess data.
CBA-103 Customer Service & Relationship
Synopsis
This subject seeks to provide participants with customer service skills required for a career in the new
millennium. This subject underpins all the diverse interactions with customers - at all levels and sectors of
the service industry. It also aims to equip students with the skills and knowledge required to handle difficult
interpersonal situations with customers. Finally, this subject examines the conflict resolution proficiency
needed in the volatile service industry to address the conflicts, which may arise in day to day work activities.
Objectives
On successful completion of this subject, the participants should be able to:
1. Establish sound communication with customers in a polite, professional and friendly manner.
2. Undertake an in-depth practice in the standards of personal presentation.
3. Analyse customer needs and expectations correctly, including those with special needs, and
providing appropriate products, service and information.
4. Identify potential conflict situations and using effective communication skills to assist in the
management of the conflict.
5. Identify and understand the types of difficult customers and handle those situations with the
appropriate reconciliation techniques
6. Utilise appropriate tactics to turn complaints into opportunities to demonstrate high quality customer
service.
CBA-104 Mathematics & Statistics
Synopsis
This subject will build participant's confidence to incorporate mathematical thinking into business
environment. Participants will deal with commercial problems involving simple interest, discounts and
markups, partial payments and commuting a series of obligations. The elements of statistics used in
business will also be covered. The course content includes frequency distribution, measure of central
tendency and dispersion, probability distributions (discrete and continuous), sampling, sampling
distributions, estimations, regressions, correlation and elementary hypothesis testing.
Objectives
On successful completion of this subject, the participants should be able to:
1. Make use of mathematics and simple calculation to aid in decision making for business
2. Understand the basic terminology of finance used in business environment
3. Perform a variety of quantitative analysis
4. Analysis quantitative data produced for and by business
5. Interpret results of quantitative analysis
6. Prepare graphical presentation of numeric data