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Course Criteria
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2.00 Credits
This course introduces students to the service industry. They will understand the requirement to be life-long learners, the work ethic required for exceptional customer service, the value that each worker adds to the work team and students are introduced to the principles of quality service and business.
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6.00 Credits
This course provides students with an understanding of the environment and skills training in communications with customers and managing that relationship in both telephone and face-to-face situations. Information sharing skills, telephone communications, and managing difficult customers skills are provided in simulated practice sessions. Students are also introduced to valuing and relating to customers from various ethnic and cultural backgrounds.
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3.00 Credits
This course provides students with an opportunity to perform basic computer skills related to word processing, spreadsheets, databases, email and credit card processing.
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3.00 Credits
This course introduces students to creating logical, easy-to-read correspondence, using basic mathematics to perform business calculations, managing changes and personal response to changes in the workplace. A sis-step problem solving model is discussed, providing students with tools that focus on excellence in the service environment.
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1.00 Credits
This course focuses on presenting a positive image to co-workers as well as to customers, using techniques for personal wellness to maintain optimal mental and physical health, and how to set priorities when confronted with multiple demands on their time.
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5.00 Credits
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 intended to help managers and supervisors deal with a dramatically 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 Effective Organizational Culture, Leading, Directing, and the Application of Authority, Planning, Decision-Making, and Problem-Solving, Human Resource Management, Administrative Management, Organizing, and Controlling.
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5.00 Credits
Develop skills and behaviors necessary for successful interpersonal employee relations. Topics include: employee relations principles; problem solving and decision making; leadership techniques to develop employee morale, human values and attitudes; organizational communications; interpersonal communications; and employee conflict.
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5.00 Credits
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 influence 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
Familiarizes the student with the principles and techniques of sound leadership 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
This course is designed as an overview of the Human Resource Management (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 resource manager, with an emphasis on developing familiarity 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 globalization; the human resource/supervisor partnership; human resource planning and productivity; job description analysis, development, and design: recruiting, interviewing, and selecting employees; performance management and appraisal systems; employee training and development : disciplinary action and employee rights; employee compensation and benefits; labor relations and employment law; and technology applications in HRM.
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