SRJC Course Outlines

2/21/2020 4:35:46 PMBOT 56.3 Course Outline as of Fall 2014

Inactive Course
CATALOG INFORMATION

Discipline and Nbr:  BOT 56.3Title:  OFFICE COMMUN SKILLS  
Full Title:  Office Communication & Interpersonal Skills
Last Reviewed:10/8/2007

UnitsCourse Hours per Week Nbr of WeeksCourse Hours Total
Maximum2.00Lecture Scheduled2.0017.5 max.Lecture Scheduled35.00
Minimum2.00Lab Scheduled04 min.Lab Scheduled0
 Contact DHR0 Contact DHR0
 Contact Total2.00 Contact Total35.00
 
 Non-contact DHR0 Non-contact DHR Total0

 Total Out of Class Hours:  70.00Total Student Learning Hours: 105.00 

Title 5 Category:  AA Degree Applicable
Grading:  Grade Only
Repeatability:  00 - Two Repeats if Grade was D, F, NC, or NP
Also Listed As: 
Formerly:  BOT 56.2A

Catalog Description:
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Course designed to help the office worker with communication skills used on the job.  Topics include listening techniques; non-verbal and face-to-face communications; digital research and communication; cultural and diversity communications; ethical and legal guidelines in communication; minimizing conflict; and developing positive phone communication skills.

Prerequisites/Corequisites:
Course Completion or Current Enrollment in BGN 71


Recommended Preparation:

Limits on Enrollment:

Schedule of Classes Information
Description: Untitled document
Course designed to help the office worker with communication skills used on the job. Topics include listening techniques; non-verbal and face-to- face communications; digital research and communication; cultural and diversity communications; ethical and legal guidelines in communication; minimizing conflict; and developing positive phone communication skills.
(Grade Only)

Prerequisites:Course Completion or Current Enrollment in BGN 71
Recommended:
Limits on Enrollment:
Transfer Credit:
Repeatability:00 - Two Repeats if Grade was D, F, NC, or NP

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

Outcomes and Objectives:
Upon completion of the course, students will be able to:
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Upon completion of the course, students will be able to:
1.  Demonstrate a command of interactive listening techniques in a
   variety of settings.
2.  Assess and respond to speakers' nonverbal messages.
3.  Express opinions and discuss issues positively and tactfully.
4.  Demonstrate appropriate use of email, voice mail, and facsimile
   equipment in communicating.
5.  Find information on the Internet in business databases and web sites.
6.  Develop a sensitivity for and an awareness of diversity.
7.  Define ethics and identify the process by which individuals develop
   the foundation for making ethical decisions.
8.  Select appropriate communication techniques to avoid, minimize,
   prevent, or resolve conflicts.
9.  Use the telephone to receive and place appropriate business calls.

Topics and Scope
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1.  Commands of interactive listening techniques in a variety of
   settings.
   a.  Identifying and overcoming major barriers to listening.
   b.  Determining when more information is needed and asking
       appropriate questions.
2.  Assessing and responding to speakers' nonverbal messages.
   a.  Giving examples of how nonverbal messages have different meanings
       in various cultures.
   b.  Including nonverbal cues in message interpretation.
3.  Expressing opinions and discussing issues positively and tactfully.
   a.  Interacting effectively with people from various cultural, ethnic,
       and racial backgrounds by using culturally sensitive language.
   b.  Using standard English when speaking on the job, especially
       avoiding the use of expletives, slang, and unfamiliar jargon
       and technical terms.
4.  Demonstrating appropriate use of email, voice mail, and facsimile
   equipment in communicating.
   a.  Composing, sending, and receiving email messages.
   b.  Applying the rules of digital communication etiquette.
   c.  Demonstrating knowledge of legalities related to using email and
       other digital technologies in a business environment.
   d.  Creating an effective voice mail outgoing message.
   e.  Leaving a voice mail incoming message.
   f.  Creating a fax cover sheet and sending a fax.
5.  Finding information on the Internet in business databases & web site.
   a.  Demonstrating research techniques to find digital information.
   b.  Appling reading skills to gather information from digital media.
   c.  Analyzing and evaluating the integrity of digital information.
   d.  Distinguishing between fact, inference, and judgment in digital
       materials.
   e.  Detecting when digital media may have been used out of context
       to distort reality.
6.  Developing  a sensitivity for and an awareness of cultural diversity.
   a.  Demonstrating a sensitivity to language bias and using language
       that is free of bias (gender, race, age, religion, physically
       challenged, and sexual orientation).
   b.  Analyzing and discussing biased communication (age, race,
       religion, sexual orientation, physically challenged, and sexual
       harrassment) cases that have become legal precedents.
7.  Defining ethics and identifying the process by which individuals
   develop the foundation for making ethical decisions.
   a.  Differentiating between legal and ethical situations.
   b.  Analyzing common types of unethical behavior in the workplace.
   c.  Solving problems using techniques that take into consideration
       personal and ethical values.
   d.  Discussing the importance of taking responsibility for all spoken
       and written communication and actions taken.
8.  Selecting appropriate communication techniques to avoid, minimize,
   prevent, or resolve conflicts.
   a.  Modeling the process for conflict resolution.
   b.  Differentiating between friendship and working relationships.
   c.  Addressing cultural conflicts & identifying appropriate solutions.
   d.  Employing appropriate strategies for communicating with
       dissatisfied customers in face-to-face discussions, through
       digital means, and in writing.
9.  Using the telephone to receive and place appropriate business calls.
   a.  Discussing the importance of the use of the telephone as a
       customer service tool.
   b.  Projecting a positive first impression over the telephone.
   c.  Using the telephone to gather and record information.
   d.  Demonstrating proper telephone techniques and etiquette.
   e.  Completing accurate telephone messages.

Assignments:
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1.  Reading assignments from textbook and digital sources (approximately
   15 to 20 pages per week).
2.  Two written projects per week of 2 to 5 pages each.
3.  Apply effective listening, speaking, problem solving, and telephone
   techniques in individual and group activities.
4.  In-class activities will include but not be limited to the
   application of the following competencies and skills:
   -gather data by reading information from print and digital sources
   -organize, analyze, and interpret gathered data from print and
    digital sources
   -compose business documents that reflect cultural differences and
    and incorporate current practice and protocol activities and
    assignments to meet deadlines and produce quality work
   -use active listening and effective oral communication skills
   -develop self-managing skills and work effectively in groups to
    complete activities, assignments, and/or projects
   -use technology to complete activities

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 - 55%
Written homework, Email communication & fax communication
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills.Problem Solving
20 - 45%
Projects
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.Skill Demonstrations
10 - 45%
Class performances
Exams: All forms of formal testing, other than skill performance exams.Exams
5 - 30%
Multiple choice, True/false, Matching items, Completion
Other: Includes any assessment tools that do not logically fit into the above categories.Other Category
0 - 5%
Attendance and participation


Representative Textbooks and Materials:
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BUSINESS COMMUNICATION AT WORK, McGraw-Hill/Irwin, 2006.

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