BUS 161 - Human Relations Last Date of Approval: April 2021
3 Credits Total Lecture Hours: 45 Total Lab Hours: 0 Total Clinical Hours: 0 Total Work-Based Experience Hours: 0
Course Description: This course introduces students to the importance of human relations - summarized in one concise law of personal and organizational success: All work is done through relationships. Focusing on the interpersonal skills needed to be well-rounded and thoroughly prepared to handle a wide range of human relations issues, one’s behavior at work and in our private lives is influenced by many interdependent traits such as emotional balance, self-awareness, integrity, self-esteem, physical fitness, and healthy spirituality. As a first exposure to a leadership role or a Human Resource Management career, the student explores the value of the non-technical work skills, history, theory, and the wide range of these skills needed in today’s workplace.
Prerequisites/Corequisites: None
Mode(s) of Instruction: Traditional/Face-to-Face
Credit for Prior Learning: There are no Credit for Prior Learning opportunities for this course.
Course Fees: eBook/Digital Learning: $95.00
Common Course Assessment(s): None
Student Learning Outcomes and Objectives: After completing this course, the student will be able to:
Instructional Area
BUSINESS LAW
Performance Indicator and Objectives:
A. Acquire foundational knowledge of business laws and regulations to understand their nature and scope.
- Comply with the spirit and intent of laws and regulations
- Describe legal issues affecting businesses
B. Understand human-resources laws and regulations to facilitate business operations.
- Explain the nature of human resources regulations
- Explain the nature of workplace regulations (including OSHA, ADA)
- 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.
- Identify sources that provide relevant, valid written material
- Extract relevant information from written materials
B. Apply active listening skills to demonstrate understanding of what is being said.
- Explain communication techniques that support and encourage a speaker
- Follow oral directions
- Demonstrate active listening skills
C. Apply verbal skills to obtain and convey information.
- Explain the nature of effective verbal communications
- Ask relevant questions
- Interpret others’ nonverbal cues
- Provide legitimate responses to inquiries
- Give verbal directions
- Employ communication styles appropriate to target audience
- Defend ideas objectively
- Handle telephone calls in a businesslike manner
- Participate in group discussions
- Facilitate (lead) group discussions
Instructional Area
CUSTOMER RELATIONS
Performance Indicator and Objectives:
A. Foster positive relationships with customers to enhance company image.
- Explain the nature of positive customer relations
- Demonstrate a customer-service mindset
- Develop rapport with customers
- Reinforce service orientation through communication
- Respond to customer inquiries
- Adapt communication to the cultural and social differences among clients
- Interpret business policies to customers/clients
- Build and maintain relationships with customers
- Explain management’s role in customer relations
B. Resolve conflicts with/for customers to encourage repeat business.
- Handle difficult customers
- Handle customer/client complaints
C. Reinforce company’s image to exhibit the company’s brand promise.
- Identify company’s brand promise
- 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
- Discuss the nature of customer relationship management
- Explain the role of ethics in customer relationship management
- 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.
- Describe the nature of emotional intelligence
- Explain the concept of self esteem
- Recognize and overcome personal biases and stereotypes
- Assess personal strengths and weaknesses
- Assess personal behavior and values
B. Develop personal traits to foster career advancement.
- Identify desirable personality traits important to business
- Exhibit self-confidence
- Demonstrate interest and enthusiasm
- Demonstrate initiative
C. Apply ethics to demonstrate trustworthiness.
- Demonstrate honesty and integrity
- Demonstrate responsible behavior
- Demonstrate fairness
- Assess risks of personal decisions
- Demonstrate ethical work habits
- Take responsibility for decisions and actions
- Build trust in relationships
- Describe the nature of ethics
- Explain reasons for ethical dilemmas
- Recognize and respond to ethical dilemmas
- Manage commitments in a timely manner
- Develop tolerance for ambiguity
D. Exhibit techniques to manage emotional reactions to people and situations.
- Exhibit a positive attitude
- Demonstrate self-control
- Explain the use of feedback for personal growth
- Adjust to change
E. Identify with others’ feelings, needs, and concerns to enhance interpersonal relations.
- Respect the privacy of others
- Show empathy for others
- Maintain the confidentiality of others
- Exhibit cultural sensitivity
- Leverage personality types in business situations
- Adapt management style to the personality type of others
F. Use communication skills to foster open, honest communications.
- Explain the nature of effective communications
- Explain ethical considerations in providing information
- Foster open, honest communication
- Collaborate with others
- Solicit feedback
- Use social media to solicit new ideas and solutions
G. Use communication skills to influence others.
- “Sell” ideas to others
- Persuade others
- Demonstrate negotiation skills
- Offer constructive criticism
H. Manage stressful situations to minimize potential negative impact.
- Use appropriate assertiveness
- Use conflict-resolution skills
- Explain the nature of office politics
- Overcome problems and difficulties associated with office politics/turf wars
- Explain the nature of stress management
- Manage crises in relationships
I. Implement teamwork techniques to accomplish goals.
- Participate as a team member
- Use consensus-building skills
- Motivate team members
- Encourage team building
J. Employ leadership skills to achieve workplace objectives.
- Explain the concept of leadership
- Explain the nature of ethical leadership
- Model ethical behavior
- Determine personal vision
- Inspire others
- Demonstrate adaptability
- Develop an achievement orientation
- Challenge the status quo
- Lead change
- Enlist others in working toward a shared vision
- Coach others
- Use power appropriately
- Act as a role model to fulfill the organization’s standards/values
- Recognize/Reward others for their efforts and contributions
L. Manage internal and external business relationships to foster positive interactions.
- Treat others with dignity and respect
- Foster positive working relationships
- Consider conflicting viewpoints
- Assess long-term value and impact of actions on others
- Maintain collaborative partnerships with colleagues
- Explain the impact of political relationships within an organization
- Explain the nature of organizational culture
- Interpret and adapt to a business’s culture
- Determine stakeholder expectations
- Establish strategic relationships with others
- Share best practices with key individuals and groups
- 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.
- Maintain appropriate personal appearance
- Demonstrate systematic behavior
- Set personal goals
- Balance personal and professional responsibilities
B. Understand and follow company rules and regulations to maintain employment.
- Adhere to company protocols and policies
- Follow rules of conduct
- Follow chain of command
C. Achieve organizational goals to contribute to company growth.
- Determine the nature of organizational goals
- Ascertain employee’s role in meeting organizational goals
- Establish performance standards to meet organizational goals
- Monitor progress in achieving organizational goals
D. Utilize critical-thinking skills to determine best options/outcomes.
- Explain the need for innovation skills
- Make decisions
- Demonstrate problem-solving skills
- Demonstrate appropriate creativity
- Use time-management skills
E. Participate in career planning to enhance job-success potential.
- Assess personal interests and skills needed for success in business
- Analyze employer expectations in the business environment
- Explain the rights of workers
F. Utilize career-advancement activities to enhance professional development.
- Describe techniques for obtaining work experience (e.g., volunteer activities, internships)
- Explain the need for ongoing education as a worker
- 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)
Add to Pathway (opens a new window)
|