CUST104: Business Communications

All Saylor Academy courses are licensed under a Creative Commons Attribution 3.0 Unported License. For licensing purposes, a "course" is defined as the structure, syllabus, learning outcomes, unit descriptions, and the framing text that accompanies resources curated from third parties. That excludes the third party resources themselves, including the following resources used in this course, which contain the individual licenses listed below:

A Primer on Communication Studies:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY 3.0
  

An Introduction to Group Communication:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC-SA 3.0
  

Boundless Communications: 

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-SA 4.0
  

Braingle Resources:

• Attributed to Braingle
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://www.braingle.com/mind/test_letters.php

Business Communication for Success:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC-SA 3.0
  

Carol Kinsey Goman Resources:

• Attributed to Carol Kinsey Goman
  
• Licensed under CC BY 3.0
  
• Original may be found here: http://leehopkins.com/ckg-venus-mars-workplace-communication.html
  

Customer Service Reader:

• Attributed to Customer Service Reader
  
• Licensed under CC BY-NC-SA 2.5
  
• Original may be found here: http://customerservicereader.typepad.com/
  

dafink3 Resources:

• Attributed to dafink3
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=j7nPAv8q5o4
  

Dan Lok's Resources: 

• Attributed to Dan Lok
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=Y7XEw_WHsOY
  

David Holly's Resources:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY 3.0

Dialogics Resources:

• Attributed to TalkWorks
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://talkworks.wikidot.com/
  

Dianna Booher's Resources:

• Attributed to Dianna Booher
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=Ie9EZRDV64o
  

Doug Emerson Resources: 

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC-SA 3.0
  

Eric Hellman's Resources:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY 3.0

Evil Genius Leadership Consultants Resources:

• Attributed to Jason LeDuc
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://youtu.be/JsxVK_DypBc
  

Evolved Sound Resources

• Attributed to Evolved Sound
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=SA9_93jolKA
  

Haapsalu Vocational Education Centre Resources:

• Attributed to Haapsalu Vocational Education Centre
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://talkworks.wikidot.com/
  

Harvard Kennedy School Resources:

• Attributed to Harvard Kennedy School
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://journalistsresource.org/studies/society/social-media/multitasking-social-media-distraction-what-does-research-say
  

Heidi Cohen Resources:

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• Licensed under CC BY-NC-SA 3.0
  

Intercultural Service Research Resources:

• Attributed to Intercultural Service Research
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://intercultural-service-research.wikispaces.com/
  

International Business Resources:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC-SA 3.0
  

Introduction to Tourism and Hospitality in BC: 

• Attributed to Morgan Westcott
  
• Licensed under CC BY 4.0
  
• Original may be found here: https://opentextbc.ca/introtourism/chapter/chapter-9-customer-service/
  

Jatai Academy Resources:

• Attributed to Jatai Academy
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=vpzocEnBuHI
  

John Lee Resources:

• Attributed to John Lee
  
• Licensed under CC BY 3.0
  
• Original may be found here: http://www.choosehelp.com/topics/couples-counseling/good-communication-2013-are-you-a-good-listener-test-yourself-and-then-learn-how-to-improve-1
  

Kathleen Hanover Resources:

• Attributed to Kathleen Hanover 
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=7xrX_cA5pUc
  

Ken Norton Resources: 

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC 4.0
  

Lowell C Matthews and Bharat Thakkar Resources:

• Attributed to Lowell C Matthews and Bharat Thakkar
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.intechopen.com/books/globalization-education-and-management-agendas/the-impact-of-globalization-on-cross-cultural-communication
  

Luciano Passuello Resources:

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• Licensed under CC BY-NC 3.0

Mark Tewart Resources:

• Attributed to Mark Tewart
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=bL8bZ9yhIAw
  

Mentat Wiki Resources:

• Attributed to Mentat Wiki
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://www.ludism.org/mentat/HomePage
  

Michael Searles Resources: 

• Attributed to Michael Searles
  
• Licensed under CC BY-ND 3.0
  
• Original may be found here: https://archive.org/details/ThePowerOfVisualCommunicationWithBillionDollarGraphics
  

Monique Cloutier Resources:

• Attributed to Monique Cloutier
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=uH6ITNZcXkE
  

Nancy Friedman Resources:

• Attributed to Nancy Friedman
  
• Licensed under CC BY 3.0
  
• Original may be found here: http://www.franchise-info.ca/supply_chain/2014/06/building-rapport-with-callers.html#.WJzQJk3rs2x
  

NOBL Resources:

• Attributed to NOBL
  
• Licensed under CC BY-SA 4.0
  
• Original may be found here: http://futureofwork.nobl.io/future-of-work/why-listening-is-so-important-to-leaders-and-how-you-can-improve
  

P. Wynn Norman's Resources:

• Attributed to P. Wynn Norman
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://learn.saylor.org/mod/page/view.php?id=18765
  

Project IDEA Resources:

• Attributed to Project IDEA
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=DP0QvZobN1E
  

Ron Segura Resources:

• Attributed to Ron Segura
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=yJGhlRVBD2k
  

Ruben Berenguel Resources:

• Attributed to Ruben Berenguel
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: http://www.mostlymaths.net/2011/03/learn-to-remember-everything-memory.html
  

Stand Up, Speak Out: The Practice and Ethics of Public Speaking:

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-SA 3.0
  

Steven R. Van Hook's Resources:

• Attributed to Steven R. Van Hook and Saylor Academy
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=InTYNfbbYO0
  

Troy Hunt Resources:

• Attributed to Troy Hunt
  
• Licensed under CC BY 4.0
  
• Original may be found here: https://www.troyhunt.com/5-essential-tips-for-customer-care/
  

Tufts University Resources: 

• Attributed to Tufts University
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://sites.tufts.edu/eeseniordesignhandbook/2014/dressing-for-success/
  

Tyler Blain Resources:

• Attributed to Tyler Blain 
  
• Licensed under CC BY 4.0
  
• Original may be found here: http://tynerblain.com/blog/2007/03/15/ten-active-listening-skills/
  

University Libraries of Penn State University Resources:

• Attributed to Penn State University
  
• Licensed under CC BY 3.0
  
• Original may be found here: https://www.youtube.com/watch?v=kLh1PvbjUt8
  

US Government Resources:

• These materials are in the public domain.
  

Voices Compassion Education Resources: 

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC-SA 3.0
  

Wikipedia Resources:

• Attributed to Wikipedia
  
• Licensed under CC BY-SA 3.0
  
• Original may be found here: https://en.wikipedia.org/wiki/Main_Page
  

WISC-Online Resources: 

• Provided without attribution as requested by the work's original creator or licensor.
  
• Licensed under CC BY-NC 4.0
  

Working in the Food Service Industry :

• Attributed to BC Cook Articulation Committee 
  
• Licensed under CC BY 4.0
  
• Original may be found here: https://opentextbc.ca/workinginfoodserviceindustry/

All other resources are copyrighted, and may not be reproduced without the explicity permission from the copyright holder.