PROFESSIONAL COMMUNICATIONS CERTIFICATION

The Southwest Airlines Professional Communications Certification verifies individuals possess the soft skills necessary to thrive in any workplace environment.

Meeting the Industry Need

The certification assesses industry-valued and industry-recognized standards produced by Southwest Airlines, an internationally known brand. Southwest Airlines has been recognized by FORTUNE Magazine as one of the World’s Most Admired Companies for 22 consecutive years and has won a multitude of awards in recognition of their customer service.

The certification validates the knowledge and skills necessary to communicate effectively, think critically and work with others, resulting in an employee with greater interpersonal and customer service skills. Those who earn the certification are more qualified and prepared to enter any work environment, regardless of industry interest. Additionally, the certification allows employers to connect with more skilled candidates, filling gaps in the labor market and jump-starting individuals’ careers.

In a Wall Street Journal survey (2016) of nearly 900 executives, 92 percent said soft skills were equally important or more important than technical skills. But 89 percent said they have a very or somewhat difficult time finding people with the requisite attributes.

Industry Standards

The certification exam consists of 100 questions and assesses knowledge and skills from the following weighted industry standards:

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ENGLISH LANGUAGE PROFICIENCIES

Vocabulary Comprehension
Reading Comprehension
Listening Comprehension
Writing Applications (grammar, spelling, punctuation)

9%

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WORKPLACE COMMUNICATION TECHNIQUES

Communication Etiquette
Components of Workplace Communication
Digital Communication Technologies (phones, teleconferencing, e-mail, video conferencing, webinars, instant messaging)
Customer Service Techniques

22%

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COMMUNICATION THEORY

Communication Processes & Models
Communication Styles Overview
Listening Process

13%

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INTERPERSONAL COMMUNICATION TECHNIQUES

Teamwork Strategies
Individual Skills, Styles & Roles in Collaboration
Conflict Management Techniques
Effective Leadership Styles

12%

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WRITTEN COMMUNICATION PROCEDURES

Writing Process
Elements of Professional Writing
Business Letters
Memorandums
Research Process
Interpreting Information
Citing Sources (APA, MLA, Chicago)

22%

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VERBAL COMMUNICATION PROCEDURES

Presentation Strategies
Speech Components
Public Speaking Procedures
Extemporaneous Speaking Techniques

22%

About Southwest Airlines

For more than 46 years, Dallas-based Southwest Airlines continues to differentiate itself from other air carriers with exemplary Customer Service delivered by over 56,000 employees to more than 120 million customers annually. Southwest is one of the most honored airlines in the world, known for a triple bottom line approach that contributes to the carrier’s performance and productivity, the importance of its People and the communities they serve, and an overall commitment to efficiency and the planet. The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.

Employer Certification Verification

If you are an employer looking to verify a potential applicant's credentials, please fill out the form to the right. We will contact you with the status of the certification number you provide.

If you do not have a certification number, please contact our customer support team to verify your candidate at: customersupport@cevmultimedia.com or 1-800-922-9965.

Your Contact Information