BUS 161 - Human Relations

Instructional Area 

BUSINESS LAW 

Performance Indicator and Objectives: 

A. Acquire foundational knowledge of business laws and regulations to understand their nature and scope. 

1. Comply with the spirit and intent of laws and regulations 
2. Describe legal issues affecting businesses 

B. Understand human-resources laws and regulations to facilitate business operations. 

1. Explain the nature of human resources regulations 
2. Explain the nature of workplace regulations (including OSHA, ADA) 
3. Discuss employment relationships 

Instructional Area 

COMMUNICATION SKILLS 

Performance Indicator and Objectives: 

A. Read to acquire meaning from written material and to apply the information to a task. 

1. Identify sources that provide relevant, valid written material 
2. Extract relevant information from written materials 

B. Apply active listening skills to demonstrate understanding of what is being said. 

1. Explain communication techniques that support and encourage a speaker 
2. Follow oral directions 
3. Demonstrate active listening skills 

C. Apply verbal skills to obtain and convey information. 

1. Explain the nature of effective verbal communications 
2. Ask relevant questions 
3. Interpret others’ nonverbal cues 
4. Provide legitimate responses to inquiries 
5. Give verbal directions 
6. Employ communication styles appropriate to target audience 
7. Defend ideas objectively 
8. Handle telephone calls in a businesslike manner 
9. Participate in group discussions 
10. Facilitate (lead) group discussions 

Instructional Area 

CUSTOMER RELATIONS 

Performance Indicator and Objectives: 

A. Foster positive relationships with customers to enhance company image. 

1. Explain the nature of positive customer relations 
2. Demonstrate a customer-service mindset 
3. Develop rapport with customers 
4. Reinforce service orientation through communication 
5. Respond to customer inquiries 
6. Adapt communication to the cultural and social differences among clients 
7. Interpret business policies to customers/clients 
8. Build and maintain relationships with customers 
9. Explain management’s role in customer relations 

B. Resolve conflicts with/for customers to encourage repeat business. 

1. Handle difficult customers 
2. Handle customer/client complaints 

C. Reinforce company’s image to exhibit the company’s brand promise. 

1. Identify company’s brand promise 
2. Determine ways of reinforcing the company’s image through employee performance 

D. Understand the nature of customer relationship management to show its contributions to a company 

1. Discuss the nature of customer relationship management 
2. Explain the role of ethics in customer relationship management 
3. Describe the use of technology in customer relationship management 

Instructional Area 

EMOTIONAL INTELLIGENCE 

Performance Indicator and Objectives: 

A. Foster self-understanding to recognize the impact of personal feelings on others. 

1. Describe the nature of emotional intelligence 
2. Explain the concept of self esteem 
3. Recognize and overcome personal biases and stereotypes 
4. Assess personal strengths and weaknesses 
5. Assess personal behavior and values 

B. Develop personal traits to foster career advancement. 

1. Identify desirable personality traits important to business 
2. Exhibit self-confidence 
3. Demonstrate interest and enthusiasm 
4. Demonstrate initiative 

C. Apply ethics to demonstrate trustworthiness. 

1. Demonstrate honesty and integrity 
2. Demonstrate responsible behavior 
3. Demonstrate fairness 
4. Assess risks of personal decisions 
5. Demonstrate ethical work habits 
6. Take responsibility for decisions and actions 
7. Build trust in relationships 
8. Describe the nature of ethics 
9. Explain reasons for ethical dilemmas 
10. Recognize and respond to ethical dilemmas 
11. Manage commitments in a timely manner 
12. Develop tolerance for ambiguity 

D. Exhibit techniques to manage emotional reactions to people and situations. 

1. Exhibit a positive attitude 
2. Demonstrate self-control 
3. Explain the use of feedback for personal growth 
4. Adjust to change 

E. Identify with others’ feelings, needs, and concerns to enhance interpersonal relations. 

1. Respect the privacy of others 
2. Show empathy for others 
3. Maintain the confidentiality of others 
4. Exhibit cultural sensitivity 
5. Leverage personality types in business situations 
6. Adapt management style to the personality type of others 

F. Use communication skills to foster open, honest communications. 

1. Explain the nature of effective communications 
2. Explain ethical considerations in providing information 
3. Foster open, honest communication 
4. Collaborate with others 
5. Solicit feedback 
6. Use social media to solicit new ideas and solutions 

G. Use communication skills to influence others. 

1. “Sell” ideas to others 
2. Persuade others 
3. Demonstrate negotiation skills 
4. Offer constructive criticism 

H. Manage stressful situations to minimize potential negative impact. 

1. Use appropriate assertiveness 
2. Use conflict-resolution skills 
3. Explain the nature of office politics 
4. Overcome problems and difficulties associated with office politics/turf wars 
5. Explain the nature of stress management 
6. Manage crises in relationships 

I. Implement teamwork techniques to accomplish goals. 

1. Participate as a team member 
2. Use consensus-building skills 
3. Motivate team members 
4. Encourage team building 

J. Employ leadership skills to achieve workplace objectives. 

1. Explain the concept of leadership 
2. Explain the nature of ethical leadership 
3. Model ethical behavior 
4. Determine personal vision 
5. Inspire others 
6. Demonstrate adaptability 
7. Develop an achievement orientation 
8. Challenge the status quo 
9. Lead change 
10. Enlist others in working toward a shared vision 
11. Coach others 
12. Use power appropriately 
13. Act as a role model to fulfill the organization’s standards/values 
14. Recognize/Reward others for their efforts and contributions 

L. Manage internal and external business relationships to foster positive interactions. 

1. Treat others with dignity and respect 
2. Foster positive working relationships 
3. Consider conflicting viewpoints 
4. Assess long-term value and impact of actions on others 
5. Maintain collaborative partnerships with colleagues 
6. Explain the impact of political relationships within an organization 
7. Explain the nature of organizational culture 
8. Interpret and adapt to a business’s culture 
9. Determine stakeholder expectations 
10. Establish strategic relationships with others 
11. Share best practices with key individuals and groups 
12. Leverage business relationships 

Instructional Area 

PROFESSIONAL DEVELOPMENT 

Performance Indicator and Objectives: 

A. Acquire self-development skills to enhance relationships and improve efficiency in the work environment. 

1. Maintain appropriate personal appearance 
2. Demonstrate systematic behavior 
3. Set personal goals 
4. Balance personal and professional responsibilities 

B. Understand and follow company rules and regulations to maintain employment. 

1. Adhere to company protocols and policies 
2. Follow rules of conduct 
3. Follow chain of command 

C. Achieve organizational goals to contribute to company growth. 

1. Determine the nature of organizational goals 
2. Ascertain employee’s role in meeting organizational goals 
3. Establish performance standards to meet organizational goals 
4. Monitor progress in achieving organizational goals 

D. Utilize critical-thinking skills to determine best options/outcomes. 

1. Explain the need for innovation skills 
2. Make decisions 
3. Demonstrate problem-solving skills 
4. Demonstrate appropriate creativity 
5. Use time-management skills 

E. Participate in career planning to enhance job-success potential. 

1. Assess personal interests and skills needed for success in business 
2. Analyze employer expectations in the business environment 
3. Explain the rights of workers 

F. Utilize career-advancement activities to enhance professional development. 

1. Describe techniques for obtaining work experience (e.g., volunteer activities, internships) 
2. Explain the need for ongoing education as a worker 
3. Identify skills needed to enhance career progression 

G. Utilize resources that can contribute to professional development (e.g., trade journals/periodicals, professional/trade associations, classes/seminars, trade shows, and mentors)