5/18/2024 4:13:59 AM	BOT 56.3 Course Outline as of Spring 2001	Changed Course
CATALOG INFORMATION
Discipline and Nbr:  BOT 56.3	Title:  OFFICE COMMUN SKILLS
Full Title:  Office Communication & Interpersonal Skills
Last Reviewed:10/8/2007

Units		Course Hours per Week			Nbr of Weeks	Course Hours Total
Maximum	2.00	Lecture Scheduled	2.00		17.5 max.	Lecture Scheduled	35.00
Minimum	2.00	Lab Scheduled	0		4 min.	Lab Scheduled	0
		Contact DHR	0			Contact DHR	0
		Contact Total	2.00			Contact Total	35.00
		Non-contact DHR	0			Non-contact DHR Total	0

Total Out of Class Hours:  70.00

Total 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:

Course designed to help the office worker with interpersonal skills used in communicating on the job.  Topics include listening skills; non-verbal and face-to-face communications; email, voice mail and fax communication; Internet research; intercultural and diversity communications; ethical & legal guidelines in communication; dealing with difficult people and conflict; and developing positive telephone communication skills.

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

Recommended Preparation:

Limits on Enrollment:

Schedule of Classes Information
Description:

Course designed to help the off. worker with interpersonal skills used in comm. on the job.  Topics include listening skills; non-verbal & face to face comm.; email, voice mail, & fax comm.; Internet research; inter cultural & diversity comm.; ethical & legal guides in comm.; dealing with difficult people & conflict; & developing positive telephone comm. skills.

(Grade Only)
Prerequisites:Course Completion or Current Enrollment in BGN 71
Recommended:
Limits on Enrollment:
Transfer Credit:CSU;
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:	Transferable	Effective:	Spring 1991	Inactive:	Fall 2014
UC Transfer:		Effective:		Inactive:
C-ID:

Certificate/Major Applicable: Certificate Applicable Course

COURSE CONTENT

Outcomes and Objectives:
At the conclusion of this course, the student should be able to:

Students will:

1.  Use active listening techniques.

2.  Recognize nonverbal clues in communicating with others.

3.  Use effective face-to-face communication skills.

4.  Use email, voice mail, and facsimile equipment in communicating.

5.  Use the Internet for research.

6.  Examine intercultural and diversity communications.

7.  Examine ethical and legal guidelines when communicating.

8.  Develop strategies for dealing with difficult people & conflict.

9.  Develop positive telephone communication skills.

Topics and Scope

1.  Use active listening techniques.

   a.  Use techniques to improve listening skills.

   b.  Employ the steps of active listening.

2.  Recognize nonverbal clues in communicating with others.

   a.  Cultural differences.

   b.  Typical nonverbal clues.

   c.  Appropriate distances.

3.  Use effective face-to-face communication skills.

   a.  Projecting a positive image and confidence.

   b.  Assertive communication.

4.  Use email, voice mail, and facsimile equipment in communicating.

   a.  Compose, send, and receive email messages.

   b.  Create a voice mail outgoing message.

   c.  Leave a voice mail incoming message.

   d.  Create a fax cover sheet.

   e.  Use a fax machine and/or board to send a fax.

5.  Search for information on the Internet.

   a.  Differentiate among search engines.

   b.  Refine search words.

6.  Examine intercultural and diversity communications.

   a.  Awareness of the globalization of business.

   b.  Ways to overcome ethnocentrism.

   c.  Barriers to intercultural communication.

   d.  Awareness of differences of others when communicating (age, sex,

       physical size, gender, religion, political orientation,

       appearance.)

7.  Examine ethical and legal guidelines when communicating.

   a.  Differentiate between legal and ethical situations.

   b.  Use a decision-making model to help make difficult decisions.

8.  Develop strategies for dealing with difficult people and conflict.

   a.  Differentiate between friendship and working relationships.

   b.  Strategize methods to deal with angry customers and/or coworkers.

9.  Develop positive telephone communication skills.

   a.  Project a professional image.

   b.  Actively listen.

   c.  Transfer calls and put people on hold.

   d.  Complete accurate phone messages.

Assignments:

1.  Reading assignments from textbook & outside sources.

2.  Write a variety of written communications from email communications

   to one-page reports.

3.  Individual and group activities applying effective listening,

   speaking, problem solving, and telephone techniques.

In-class activities throughout the course will include but not be limited

to the application of the following workplace competencies & skills:

   -gather data by reading information from newspapers, magazines, &

    the Internet

   -organize, analyze, and interpret gathered data

   -write various types & lengths of communication messages on gathered

    data

   -use essential time management skill of calendaring course

    activities & assignments to meet deadline & 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 computer 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 - 60%
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 - 50%
PROJECTS
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams.		Skill Demonstrations 10 - 50%
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 - 0%
None

Representative Textbooks and Materials:

BUSINESS COMMUNICATION, South-Western Publishing, 1999.

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