Course Outline School:

Business

Department:

Legal and Administrative Studies

Course Title:

Office Procedures & Communications

Course Code:

OAGN 125

Course Hours/Credits:

60

Prerequisites:

N/A

Co-requisites:

N/A

Eligible for Prior Learning, Assessment and Recognition:

N/A

Originated by:

Linda Nikolaou

Creation Date:

Fall 2013

Revised by:

Franca Mule

Revision Date:

Summer 2014

Current Semester:

Summer 2015

Approved by: Chairperson/Dean

Students are expected to review and understand all areas of the course outline. Retain this course outline for future transfer credit applications. A fee may be charged for additional copies. This course outline is available in alternative formats upon request.

OAGN 125

CENTENNIAL COLLEGE

Office Procedures & Communications

Course Description Participants in this course: Develop the ability to communicate effectively with co-workers, clients and customers. Acquire an understanding of the vital role of communication in all its forms as a component in a successful organization. Develop and demonstrate basic techniques and procedures generally used in the workplace. Gain the ability to understand the role of an administrative assistant and to acquire the general skills needed for success in the field locate and identify resources for employment searches and resume preparation including the preparation of effective resumes and cover letters.

Program Outcomes Successful completion of this and other courses in the program culminates in the achievement of the Vocational Learning Outcomes (program outcomes) set by the Ministry of Training, Colleges and Universities in the Program Standard. The VLOs express the learning a student must reliably demonstrate before graduation. To ensure a meaningful learning experience and to better understand how this course and program prepare graduates for success, students are encouraged to review the Program Standard by visiting http://www.tcu.gov.on.ca/pepg/audiences/colleges/progstan/. For apprenticeship-based programs, visit http://www.collegeoftrades.ca/training-standards.

Course Learning Outcomes The student will reliably demonstrate the ability to: 1. Explain the impact of effective communication skills on the success of any organization. 2. Apply techniques of effective listening. 3. Communicate appropriately with any level of co-worker, client, customer, etc. 4. Engage in meetings. 5. Use professional telephone techniques. 6. Respond to all requests in the workplace in a timely and professional manner. 7. Assist in resolving customer/client problems. 8. Describe and perform basic office procedures to support the activities of a business. 9. Understand and apply human relations principles to maintain effective business relationships. 10. Apply organizational and time management skills to enhance productivity.

Essential Employability Skills (EES) The student will reliably demonstrate the ability to*: 1. Communicate clearly, concisely and correctly in the written, spoken, and visual form that fulfills the purpose and meets the needs of the audience. 4. Apply a systematic approach to solve problems. 5. Use a variety of thinking skills to anticipate and solve problems. 7. Analyze, evaluate, and apply relevant information from a variety of sources. 8. Show respect for diverse opinions, values belief systems, and contributions of others. 9. Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals. 10. Manage the use of time and other resources to complete projects. 11. Take responsibility for one's own actions, decisions, and consequences.

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

2

OAGN 125

CENTENNIAL COLLEGE

Office Procedures & Communications

*There are 11 Essential Employability Skills outcomes as per the Ministry Program Standard. Of these 11 outcomes, the following will be assessed in this course.

Global Citizenship and Equity (GC&E) Outcomes N/A

Text and other Instructional/Learning Materials Text Book(s): The Administrative Professional, Procedures and Skills Patsy Fulton-Calkins, Diane Blaney Gregg Reference Manual, 8th Canadian Edition, Sabin, Millar, Sine, Strashok, McGraw-Hill Ryerson.

Evaluation Scheme ➮ Ongoing: Quizzes: Students will be graded on their comprehension of lectures and readings. ➮ Ongoing: Text and Practical Assignments: Students will be graded on their ability to apply their knowledge in a case study, role-playing exercise, or practical assignment. ➮ Group Project/Presentation: Students to work on a group project and present it to the class. ➮ Test 1: (Chapters 1, 2, and 5) ➮ Test 2: (Chapters 6, 7, 8, and 9) ➮ Test 3: (Chapters 11, 12, 13, and 14) Evaluation Name Ongoing: Quizzes Ongoing: Text and Practical Assignments Group Project/Presentation Test 1 Test 2 Test 3 Total

CLO(s)

EES GCE Weight/100 Outcome(s) Outcome(s) 1, 2, 3, 4, 5, 1, 4, 5, 7, 10 6, 7, 8, 9, 10 8, 9, 10, 11 2, 7, 8, 10 1, 4, 5, 7, 10 8, 9, 10, 11 2, 4, 5, 7, 8, 1, 4, 5, 7, 20 9, 10 8, 9, 10, 11 2, 10 4, 5, 10, 11 20 2, 10 4, 5, 10, 11 20 2, 10 4, 5, 10, 11 20 100%

If students are unable to write a test they should immediately contact their professor or program Chair for advice. In exceptional and well documented circumstances (e.g. unforeseen family problems, serious illness, or death of a close family member), students may be able to write a make-up test. All submitted work may be reviewed for authenticity and originality utilizing Turnitin®. Students who do not wish to have their work submitted to Turnitin® must, by the end of the second week of class, communicate this in writing to the instructor and make mutually agreeable alternate arrangements. When writing tests, students must be able to produce official College photo identification or they may be refused the right to take the test or test results will be void.

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

3

OAGN 125

CENTENNIAL COLLEGE

Office Procedures & Communications

Student Accommodation It is College Policy to provide accommodation based on grounds defined in the Ontario Human Rights Code. Accommodation may include modifications to standard practices. Students with disabilities who require academic accommodations must register with the Centre for Students with Disabilities. Students requiring accommodation based on other human rights grounds should talk with their professors as early as possible. Please see the Student Accommodation Policy.

Use of Dictionaries • •

Any dictionary (hard copy or electronic) may be used in regular class work. Dictionaries may be used in tests and examinations, or in portions of tests and examinations, as long as they are non-electronic (not capable of storing information) and hard copy (reviewed by the invigilator to ensure notes are not incorporated that would affect test or examination integrity).

Program or School Policies N/A

Course Policies N/A

College Policies Students should familiarize themselves with all College Policies that cover academic matters and student conduct. All students and employees have the right to study and work in an environment that is free from discrimination and harassment and promotes respect and equity. Centennial policies ensure all incidents of harassment, discrimination, bullying and violence will be addressed and responded to accordingly. Academic honesty is integral to the learning process and a necessary ingredient of academic integrity. Academic dishonesty includes cheating, plagiarism, and impersonation. All of these occur when the work of others is presented by a student as their own and/or without citing sources of information. Breaches of academic honesty may result in a failing grade on the assignment/course, suspension or expulsion from the college. For more information on these and other policies, please visit www.centennialcollege.ca/aboutcentennial/college-overview/college-policies. Students enrolled in a joint or collaborative program are subject to the partner institution's academic policies.

PLAR Process Portfolio, testing, interview, resume. It is the student's responsibility to contact the professor of this course or the Chairperson of the Office Administration Department within the first week of the course to arrange this. THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

4

OAGN 125

CENTENNIAL COLLEGE

Office Procedures & Communications

This course outline and its associated weekly topical(s) may not be reproduced, in whole or in part, without the prior permission of Centennial College.

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

5

OAGN 125

CENTENNIAL COLLEGE

Office Procedures & Communications

Topical Outline (subject to change): Week 1

Topics

Readings/Materials

Introduction to Course Course Outline and Textbooks Chapter 1 Entering the Workforce

2

Managing and Organizing Yourself

Chapter 2

3

Communication Skills Chapter 5 Verbal The Communication Communication Skills Process Non Verbal Improving Communication Skills Communication Skills It's Not What You Say Handouts – It's How You Say It

4

Listening Skills

Chapter 5 Handouts

Developing Customer Focus Effective Listening Casual Listening Active Listening Chapter 12 (pp. 224229) Handouts

Weekly Learning Outcome(s)

Instructional Strategies

Explain course purpose, structure, evaluation Lecture and expectations. Discussion Chapter Summary Describe the changing work environment. Discussion Items Define types of business organizations and workplace structures. Describe roles and responsibilities of the administrative professional. Review employability skills. What is a professional? Describe strategies and tools for managing Lecture your workload. Role Play Explain steps for setting and meeting goals Chapter Summary and priorities. Discussion Items Describe tools for organizing your workspace. Develop conflict resolution skills. Describe the communication process and Lecture communication barriers. Discussion Describe factors related to effective verbal Role Play communication. Chapter Summary Develop and apply effective verbal and Discussion Items nonverbal communication skills. Develop effective verbal communication skills. Discuss the factors to be considered when communicating verbally. Apply effective communication techniques. Develop ability to send a message without spoken or written words. Develop effective listening techniques. Recognize and avoid common barriers to listening. Employ breathing, voice, and pause control. Understand the value of "silence".

Evaluation Name Ongoing:

Evaluation Date

Quizzes (10%) Assignments (10%)

Quiz #1

Lecture Discussion Role Play Chapter Summary Discussion Items

Develop skills for providing effective customer service. Customer (client) Focus strategies. Describe how to handle difficult customer service situations.

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

6

OAGN 125

Week

CENTENNIAL COLLEGE

Topics

Readings/Materials

5

Developing Effective Presentations

Chapter 7 Handouts

6

Presentations

N/A

7

Creating and Preparing Business Documents

Chapter 6 (pp. 94-107)

Weekly Learning Outcome(s) Plan, design and write presentations. Develop visual aids for presentations and meetings – using effective design tips. Practice and deliver effective verbal and visual presentations. Giving team presentations. IN CLASS PRESENTATIONS and REPORT

Office Procedures & Communications

Instructional Strategies Lecture Discussion Chapter Summary Discussion Items Project N/A

Identify the characteristics of effective written Lecture communications. Discussion Chapter Summary Written Communication Compose letters and memos. Discussion Items Skills Project Apply proper e-mail communication Types of written techniques. messages, e-mails, and instant messaging. Develop proofreading skills. 8 Workplace Chapter 8 Describe telephone equipment and Lecture Collaboration Tools communications. Discussion Chapter 9 Call Management skills. Role Play Handling Mail and Workplace Collaboration Tools. Chapter Summary Reprographics Discussion Items Describe procedures for processing mail in and out of an organization. Use Canada Post to research rates and other services. Identify a variety of mail delivery methods and their advantages. Managing Reprographics. 9-10 Records Management Chapter 11 Define records management and its use in an Lecture organization. Discussion Describe types of record storage systems. Role Play Apply the rules for indexing records. Chapter Summary Discussion Items 11-12 Planning and Organizing Meetings and Events

Chapter 13 Handouts

Identify types of business meetings and appropriate formats. Remote Conferences. Plan meetings and prepare related materials – notice of meetings, agendas and minutes.

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

Lecture Discussion Role Play - Taking Meeting Minutes Practical Exercises Discussion Items

Evaluation Evaluation Name Date Test #1 (20%) (Chapters 1, 2, and 5)

Group Project/Presen tations (20%) Practical Assignment Create a professional email. Quiz #2 Text Assignment

Text Assignment Test #2 (20%) (Chapters 6, 7, 8, and 9) Quiz #3 Role-Play and Simulation Assignment Taking and 7

OAGN 125

Week

CENTENNIAL COLLEGE

Topics

13-14 Arranging Business Travel Overview of maintaining calendar

Readings/Materials

Chapter 14 Handouts Chapter 12 (232-234) Handouts

Weekly Learning Outcome(s)

Make business travel arrangements – domestic and international. Prepare an itinerary. Schedule appointments. Cancel appointments. Electronic Calendars.

Office Procedures & Communications

Instructional Strategies

Lecture Discussion Role Play Practical Exercises Discussion Items

Evaluation Name transcribing meeting minutes. Practical Assignment Schedule travel arrangements and prepare an itinerary

Evaluation Date

Test #3 (20%) (Chapters 11, 12, 13, and 14)

THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar)

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