SRJC Course Outlines

3/7/2021 6:49:09 PMADLTED 766.3 Course Outline as of Fall 2021

Changed Course
CATALOG INFORMATION

Discipline and Nbr:  ADLTED 766.3Title:  WORKFORCE PREP 3  
Full Title:  Workforce Preparation 3: Communication, Customer Service
Last Reviewed:5/8/2017

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum0Lecture Scheduled06 max.Lecture Scheduled0
Minimum0Lab Scheduled2.004 min.Lab Scheduled12.00
 Contact DHR0 Contact DHR0
 Contact Total2.00 Contact Total12.00
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  0.00Total Student Learning Hours: 12.00 

Title 5 Category:  Non-Credit
Grading:  Non-Credit Course
Repeatability:  27 - Exempt From Repeat Provisions
Also Listed As: 
Formerly: 

Catalog Description:
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This is the third in a three-part series in workforce preparation. This course focuses on communication, customer service, and conflict resolution.

Prerequisites/Corequisites:


Recommended Preparation:
Course Completion of ADLTED 766.1 and ADLTED 766.2

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
This is the third in a three-part series in workforce preparation. This course focuses on communication, customer service, and conflict resolution.
(Non-Credit Course)

Prerequisites:
Recommended:Course Completion of ADLTED 766.1 and ADLTED 766.2
Limits on Enrollment:
Transfer Credit:
Repeatability:27 - Exempt From Repeat Provisions

ARTICULATION, MAJOR, and CERTIFICATION INFORMATION

Associate Degree:Effective:Inactive:
 Area:
 
CSU GE:Transfer Area Effective:Inactive:
 
IGETC:Transfer Area Effective:Inactive:
 
CSU Transfer:Effective:Inactive:
 
UC Transfer:Effective:Inactive:
 
C-ID:

Certificate/Major Applicable: Certificate Applicable Course



COURSE CONTENT

Student Learning Outcomes:
Upon completion of the course, students will be able to:
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1.  Identify and apply conflict resolution techniques to various situations in the workplace.
2.  Demonstrate professional boundaries in the workplace.
3.  Demonstrate ethical practices in the workplace.
4.  Employ time management techniques in both personal and professional environments.
 

Objectives: Untitled document
Upon completion of the course, students will be able to:
1. Use conflict resolution techniques to avoid controversy with others.
2. Practice open and honest communication in order to maintain quality working relationships.
3. Identify, describe, and maintain professional boundaries in the workplace.
4. Deliver high quality customer service and establish professional customer relations.
5. Maintain professionalism in all workplace relations.
6. Apply standards of ethics in the workplace.
7. Estimate time needs for projects and consequently manage time in the workplace.

Topics and Scope
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I. Personality Attributes in the Workplace
    A. Personality assessment
    B. Personality types at work
    C. Communication techniques for various personalities
II. Conflict Resolution in the Workplace
    A. Active listening vs. hearing
    B. Conflict resolution through active listening
    C. Understanding and applying compromise
III. Professional Boundaries in the Workplace
    A. Small talk as a team building tool
    B. Understanding and applying professional boundaries
    C. Reporting unprofessional behavior
IV. Customer Service
    A. Listening to customer needs and wants
    B. Developing professional customer relationship
    C. Providing outstanding customer service
V. Ethics in the Workplace
    A. Treating others with honesty, fairness, and respect
    B. Abiding by an ethical code in the workplace
    C. Encouraging others to act ethically
VI. Time Management
    A. Managing time effectively
    B. Prioritizing and planning
    C. Causes of procrastination
    D. Planning ahead to avoid procrastination

Assignments:
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1. Pre- and post-assessment of soft skills for the workplace
2. Group activities including role-playing and analysis of scenarios
3. Short answer essays to prompts
4. Short answer response to visual scenarios

Methods of Evaluation/Basis of Grade.
Writing: Assessment tools that demonstrate writing skill and/or require students to select, organize and explain ideas in writing.Writing
30 - 40%
Short answer essays; short responses; pre- and post-assessment
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.Problem Solving
10 - 20%
Scenario analysis
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.Skill Demonstrations
10 - 20%
Role-playing
Exams: All forms of formal testing, other than skill performance exams.Exams
0 - 0%
None
Other: Includes any assessment tools that do not logically fit into the above categories.Other Category
30 - 40%
Active participation and attendance


Representative Textbooks and Materials:
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Instructor prepared materials
Tools for Workplace Success. McGraw-Hill Education. 2012

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