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Course Criteria
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2.00 Credits
Introduces students to the service industry. Topics include: an introduction to the service industry business environ ment, an introduction to lifelong learning, work ethics and positive behaviors required for exceptional customer ser vice, an introduction to customer relations, working to gether successfully on teams, and basic business principles.
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6.00 Credits
Provides students with skills necessary to communicate with customers and successfully manage that relationship in both telephone and face-to-face situations. Topics in clude: skills to effectively communicate with customers, developing rapport with customers, problem-solving in customer service, telephone skills, sales skills in the service environment, managing the difficult customer, and manag ing the multi cultural customer. Computer-Based Training (CBT) is used to allow students to practice skills using simulated business situations.
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3.00 Credits
Provides students with the fundamentals of computer skills in a customer service environment. Topics include: introduction to computer technology, introduction to the Windows environment, introduction to word processing, introduction to spreadsheets, introduction to databases, introduction to E-mail, and credit card processing.
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3.00 Credits
Provides students with the fundamentals of basic business skills in the customer service environment. Topics include: introduction to business correspondence, basic business calculations, change management, managing multiple tasks and priorities, and tools for team problem-solving and service improvement.
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1.00 Credits
Provides students with skills that will allow them to present a positive image to both co-workers and custom ers. Topics include: personal wellness and stress manage ment, positive image, and job interview skills.
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5.00 Credits
(Prerequisite: Program admission) Develops skills and behaviors necessary for successful supervision of people and job responsibilities. Emphasis will be placed on real life concepts, personal skill development, applied knowledge and managing human resources. Course content is in tended to help managers and supervisors deal with a dra matically changing workplace being affected by technology changes, a more competitive and global market place, corporate restructuring and the changing nature of work and the workforce. Topics include: understanding the manager's job and work environment, building an effec tive organizational culture, leading, directing, and the application of authority, planning, decision-making, and problemsolving, human resource management, administra tive management, organizing, and controlling.
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5.00 Credits
(Prerequisite: Provisional admission) Provides a general knowledge of the human relations aspects of the senior-subordinate workplace environment. Topics include: em ployee relations principles, problem solving and decision making, leadership techniques to develop employee mo rale, human values and attitudes, organizational commu nications, interpersonal communications, and employee conflict.
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5.00 Credits
(Prerequisite: Provisional admission) Develops a working knowledge of the legal environment of business necessary for management and leadership. Topics include: the legal system and public policy making, civil rights law, the influ ence of law on human resource management, alternative dispute resolution (ADR), legal selection/hiring practices, accommodation for religion and physical handicap, gender discrimination and harassment, affirmative action, and employee protective laws.
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5.00 Credits
{Prerequisite: Provisional admission) Familiarizes the student with the principles and techniques of sound lead ership practices. Topics include: characteristics of effective leadership styles, history of leadership, leadership models, the relationship of power and leadership, team leadership, the role of leadership in effecting change.
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5.00 Credits
(Prerequisite: Provisional admission) This course is de signed as an overview of the Human Resource Manage ment (HRM) function and the manager and supervisor's role in managing the career cycle from organizational entry to exit. It acquaints the student with the authority, responsibility, functions, and problems of the human re source manager, with an emphasis on developing familiar ity with the real world applications required of employers and managers who increasingly are in partnership with HRM generalists and specialists in their organizations. Topics include: strategic human resource management, contemporary issues in HRM: ethics, diversity and global' ization; the human resource/supervisor partnership; hu- man resource planning and productivity; job description analysis, development, and design; recruiting, interview ing, and selecting employees; performance management and appraisal systems; employee training and develop ment; disciplinary action and employee rights; employee compensation and benefits; labor relations and employ ment law; and technology applications in HRM.
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