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Course Number: Palm Beach State College Course Syllabus – ELearning Online Class

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Course Number: Palm Beach State College Course Syllabus – ELearning Online Class
Palm Beach State College
Course Syllabus – ELearning Online Class
General Class and Course Information
Course Number: MAN4162 Course Title: Customer Relations for Business
Term/Dates: Fall 2016
Reference Number: 216481
Credit Hours: 3
08/23/16 - 12/19/2016
Days: ONLINE
Time: ONLINE
Room: ONLINE
Course Description: This course examines relationship building for all customers of an organization. The impact of
culture and diversity on business relationships, successful negotiation strategies, and promotion of the organization
through media relations are discussed. This course is COMPLETELY ONLINE. Please see Examinations Notice below.
Distance Learning Class Information
This course is taken completely on the Internet without attending a classroom on campus. Some courses may require
students to take examination(s) in a proctored lab setting. Before you decide to take the course via online delivery, it
is recommended that you:
Visit – http://www.palmbeachstate.edu/elearning/online
to obtain Detailed Facts & Information about
Blackboard Access
 Access to your Online Course is AVAILABLE each term on the FIRST DAY OF CLASSES
 Access to your Online Course will NOT BE AVAILABLE unless the course tuition is FULLY PAID
Blackboard Orientations
 How to Register for the Free Online Orientation Course: ELO1000
 Where/When to Attend On-Campus Orientation
Blackboard Tips & Tutorials
 How to Ensure your Computer is Compatible
 Ensure you Understand Examination and Assignment Rules
 Learn the Functions of Blackboard
Then Proceed To – https://palmbeachstate.blackboard.com
to Login to your Course (not available before the first day of class) using the same
USERNAME and PASSWORD you used to register for classes.
For Additional Information and Notices Visit – http://www.palmbeachstate.edu/elearning
Online Examinations Notice
This course requires students to use an Online Test Proctoring System when taking online
examinations. This requires an installation of a LockDown browser on the student’s computer and use
of a Webcam. Instructions on how to download/install the free browser will be provided in the
course. Students need to have/obtain their own Webcam. Students can elect to take the
examinations in the Student Learning Centers where the Test Proctoring System is provided. Notes
and text books are not permitted during tests and webcam videos will be reviewed by the professor
to monitor the use of unauthorized materials or assistance. Some visual cues your instructor will
employ when reviewing the videos for possible dishonest behaviors include:
• Failure to display the Student ID and Student photo at the start of the test
• Webcam’s imaging obscured or aimed away from the student
• Eyes wandering to possible notes or texts out of camera view
• Leaving camera view and returning later
• Wearing headgear or ear buds
Template Date - July 2013
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Palm Beach State College
Course Syllabus – ELearning Online Class
•
•
•
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Speaking with others while taking the test
Having another person with you or near you out of camera view
Having another person (not the student) actually taking the test
Other behaviors or body language that suggests improper assistance during the test
Environment—For the environment video, the surroundings instructors need to view are the desk on
each side of the monitor and the wall or area behind the monitor facing you. If the camera is an
integral part of the monitor, please maneuver it to pick up these areas. The rest of the room is not as
important, instructors can see most of that during the regular test-taking.
Avoid Low light—you must have enough light in the room to illuminate your face. If the instructor
cannot see who is taking the exam, it raises suspicions.
Avoid Backlighting–same as above; if you are in front of a window or other bright light, the instructor
cannot clearly see you’re your face.
Violations—Students found to be violating the dishonesty behaviors are subject to the penalties
specified in the Academic Dishonesty Policies
Notice: If, during the test, you believe you may have engaged in a behavior that could be
misinterpreted, please feel free to send a BlackBoard email to the instructor explaining the issue.
Gordon Rule Class
Not Applicable
Professor’s Information
Name: Dr. D.C. Gossman
Telephone: 561 868-4107
Faculty Web Page:
http://www.palmbeachstate.edu/faculty/index.asp?id=gossmand
Information on REQUIRED Textbooks:
Title
6th edition of Customer Service
Skills for Success (Lucas, 2015).
Also REQUIRED Custom text: MAN
4162 Customer Relations for Business
1st ed. John Forde (2002). Cengage /
South- Western/Thompson Learning.
ISBN: 1111751943; available in the
PBSC LW bookstore
Note: The original out-of-print text may
also be available from some suppliers.
It was entitled Customer Relations &
Template Date - July 2013
Office Location: CBP222
Email: [email protected]
Office Hours: Mon-Thur 7A-8A & 2P-3P; Fri 7A-9A
Please review the professor's website for updates
Edition Author
6th
Lucas 2015
Publisher
ISBN
McGraw-Hill 2015
10 0073545465
13 9780073545462
1st
Cengage
1111751943
Forde
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Palm Beach State College
Course Syllabus – ELearning Online Class
Title
Rapport by John Forde, ISBN 978-0538-72527-9. It can be used instead.
Edition Author
Publisher
ISBN
TEXTS ARE REQUIRED: Don’t risk repeating this course! BOTH texts are mandatory because assignments are taken from
the book. You will not be able to complete your work successfully without them. You will need them starting the first
week; we will not re-open assignments to “catch up” if you are not prepared from the beginning. The PBSC bookstore at
the Lake Worth campus is authorized to carry the exact texts used in this course. We cannot suggest alternate editions;
make alternate purchase decisions at your own risk but used, rental, or eBooks of these specific editions are OK.
Supplementary Books/Materials
Title
Edition Author
Publisher
ISBN
NA
Other Information on Textbooks and Materials needed for class:
Course Learning Outcomes: As a result of taking this course, the student will be able to:
1.
Identify internal, external, and interface customers and clients of business organizations.
2.
Discuss the impact of culture and diversity on business relationships.
3.
Demonstrate the ability to use negotiation strategies successfully.
4.
Demonstrate the skills needed for building relationships for all customers of an organization.
5.
Demonstrate successful promotion of an organization though media relations productivity.
Full Course Outline - Click on the following link: Course Outlines and enter the course number (no space between the
prefix and the number).
Class Information
Full Course Outline & approximate class schedule below. Refer to BlackBoard schedule for exact dates
Weeks/
Dates
Lesson /
Activity
Topic
Week 1
Lesson 01
Customer Service versus Customer Relations: Forde Chapter 1
Week 2
Lesson 02
The Customer Service Profession: Lucas Chapter 1
Week 3
Lesson 03
Employee Responsibilities in Customer Relations: Forde Chapter 2
Week 4
Lesson 04
Contributing to the Service Culture: Lucas Chapter 2
Week 5
Week 6
Exam 1
Applying Communication Skills: Forde Chapter 3
Research Topic Due –See Bb calendar for date
On Lessons 1-5
Lesson 06
Verbal Communication Skills: Lucas Chapter 3
Lesson 05
Template Date - July 2013
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Palm Beach State College
Course Syllabus – ELearning Online Class
Week 7
Lesson 07
Nonverbal Communication Skills: Lucas Chapter 4
Week 8
Lesson 08
Maximizing Feedback Channels: Forde Chapter 6
Week 9
Lesson 09
Listening to the Customer: Lucas Chapter 5
Week 10
Lesson 10
Customer Service and Behavior: Lucas Chapter 6
Exam 2
Handling Customer Complaints: Forde Chapter 7
Draft of Paper Due –See Bb calendar for date
On lessons 6-11
Week 12
Lesson 12
Service Breakdowns and Service Recovery: Lucas Chapter 7
Week 13
Lesson 13
Customer Service in a Diverse World: Lucas Chapter 8
Week 14
Lesson 14
Integrating New Technologies: Forde Chapter 5
Lesson 15
Customer Service via Technology: Lucas Chapter 9
Lesson 16
Encouraging Customer Loyalty: Lucas Chapter 10
Final Paper
Final research Papers Due-- See BB calendar for date
Final Exam
Exam on all Lessons with emphasis on Lessons 12-16
–See Bb calendar for date
Week 11
Week 15
Week 16
Lesson 11
Full Course Outline & approximate class schedule below. Refer to BlackBoard schedule for exact dates
Academic Dishonesty Policy and Penalty for Violation:
The following information is quoted from Section 21 of the Palm Beach Community College Student Handbook, p. 33:
“Academic misconduct, including, but not limited to, unauthorized use of aids, cheating, fabrication, plagiarism, or
facilitating academic dishonesty in the classroom or other college environments, as defined below:
Plagiarism
Although difficult to define, plagiarism consists of taking the words or specific substance of another and either copying
or paraphrasing the work without giving credit to the source. The following examples are only some of the many forms
plagiarism may take:
i. Submitting a term paper, examination or other work written by someone else. This is a flagrant instance of plagiarism.
ii. Failure to give credit in a footnote for ideas, statements of facts or conclusions derived by another.
iii. Failure to use quotation marks when quoting directly from another person, whether it is a paragraph, a sentence or
even a part thereof
iv. Close and extended paraphrasing of another”
On page 30, the Palm Beach Community College Student Handbook goes on to say:
“Any student who is found to have violated these acts…may be subject to the maximum penalty of expulsion or any
other penalty authorized herein.”
Consequences in the BAS Program for violating Academic Dishonesty Rules (including the Plagiarism Policy):
•
When a student violates the institution’s Academic Dishonesty/Plagiarism policy, he/she earns a “zero” for the
assignment.
•
For repeated violations, the student earns an “F” in the class if/when deemed significant by the instructor
•
Expulsion from the program is possible for subsequent violations if/when deemed significant by the instructor
Assignments, Tests, Quizzes and Final Exam Schedule, with percentage/points of grade:
Template Date – July 2013
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Palm Beach State College
Course Syllabus – ELearning Online Class
(Next page)
Assignment
Paper &
Presentation
Average of all
Discussions
Average of all
Quizzes
Average of All
Cases
Average of all
Exams
Percent of
Grade
Grading Scale
25
A=90-100
10
B=80-89
10
C=70-79
25
D=60-69
30
F=59 and below
Grading:
Letter Grade
A
B
C
D
F
P
N
S
U
Points
Based on Percentage:
Percentage (if applicable)
90-100
80-89
70-79
60-69
0-59
NA
NA
NA
NA
Class Policies
Attendance: Professors are required to take attendance.
Online participation will be observed for timely completion of learning modules, discussions, assignments, exams, and
quizzes. All components of this online course must be completed within the timeframes specified in the BlackBoard
course calendar, or prescribed in the instructor’s announcements and mail messages
Electronic Device Use and Email Policy:
Not Applicable
Late Assignment Policy:
Late assignments are not accepted unless authorized by the instructor. When the instructor authorizes submission of a
late assignment (discussions, paper submittals, etc) the grade will be reduced accordingly.
Make-up Exam Policy:
Not permitted unless authorized by the instructor in advance.
Template Date – July 2013
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Palm Beach State College
Course Syllabus – ELearning Online Class
Withdrawal Policy:
Important Notice: Students failing to participate fully within the authorized timeframes (meeting all due dates from the
beginning of the course) will be withdrawn from the class at the instructor’s discretion (with a WX).
College Policies and Web Information
Academic Dishonesty
Academic dishonesty includes the following actions, as well as other similar conduct aimed at making false representation with
respect to the student's academic performance:
(1) Cheating on an exam, (2) Collaborating with others on work to be presented, if contrary to the stated rules of the course,
(3) Submitting, if contrary to the rules of the course, work previously submitted in another course, (4) Knowingly and intentionally
assisting another student in any of the above actions, including assistance in an arrangement whereby work, classroom
performance, examination, or other activity is submitted or performed by a person other that the student under whose name the
work is submitted or performed, (5) Plagiarism.
Please refer to the Palm Beach State College Student Handbook (www.palmbeachstate.edu/current for link to the student
handbook).
Classroom Etiquette and Student Behavior Guidelines
Students will demonstrate respect for professors and fellow students. Behavior that is disruptive to a positive learning environment
reported by the professor will result in a warning on the first instance; the second instance might result in expulsion from the course
or campus.
Computer Competency Component
Each student will, to the satisfaction of the professor, demonstrate a fundamental understanding of basic computer operations
through various professor-determined exercises and/or assignments.
Disability Support Services
Students with disabilities are advised, in compliance with federal and state laws, that accommodations and services are available
through the office of Disability Support Services (DSS). It is the student's responsibility to contact Disabled Student Services Advisors
and to submit appropriate documentation prior to receiving services. Please see the website at www.palmbeachstate.edu/current
for web address for Disability Support Services.
Eating, Drinking and Smoking
Eating and drinking are confined to areas designated on the campus. Smoking is not permitted in any College building and only in
areas designated at each campus.
Final Course Grade Appeal
The evaluation of academic work is the responsibility of the faculty member/instructor. The method for assigning the final course
grade is established by the faculty member/instructor. Per Board Rule 6Hx-18-3.191, faculty/instructors shall communicate the
grading policy of the course to their students in writing. If this policy changes during the term, students should be notified of any
changes in writing. The method to determine final course grades must be given to students in a course syllabus at the beginning of
the class. Should a student have a question about a final course grade, please follow the procedures as outlined in the student
handbook: www.palmbeachstate.edu/current.
Mid-Term Grade Reporting
Within one week after the close of the mid-term grading period, mid-term grades will be made available to all students for each
class by either written notification or individual conference.
Student Responsibility Policy
When a student attends the College, s/he becomes subject to its jurisdiction. Students are expected to conduct themselves in a
responsible manner, in all areas of campus life. By enrolling, they pledge to obey the rules and regulations of the College and are
responsible for observing all College policies and procedures as published in the student handbook, the College catalog and other
College publications. The student will be responsible for preparing for class, participating in class, and completing assignments on
time.
Palm Beach State Websites of Interest
Please see this web page (www.palmbeachstate.edu/current) for a list of web addresses for students.
Withdrawal Policy for Individual Courses
Template Date – July 2013
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Palm Beach State College
Course Syllabus – ELearning Online Class
The last day to withdraw from a College course with a "W" grade in this course is (11/04/2016). It is the responsibility of the student
to use the PantherWeb system or visit a campus Registrar’s office to withdraw. An official withdrawal entitles the student to a grade
of "W" in the class.
Other Information from your Professor:
Please see the BlackBoard schedule for exact dates for all lessons, assignment due dates, exam due dates, discussion dates, etc.
Distance Learning Requirements
Computer Systems
Your computer system resources must be compatible with the Learning Management System (LMS) used to deliver/manage course
content. System Check (analysis) is provided on the course login page at https://palmbeachstate.blackboard.com. Your computer
needs to be configured per recommended settings. Failure to do so generally results in test submission and other participative
action errors. These types of errors are generally not accepted as an excuse for missed submissions.
SLC Computer Lab
If students do not have access to a computer at home, the SLC Computer Lab at a Palm Beach State campus can be used to complete
course assignments. Visit the SLC Computer Lab webpage at http://www.palmbeachstate.edu/slc for location and hours.
Student Computer & Learning Management System Skills
Students need to possess basic web-browsing skills and need to learn the functions of the Learning Management System (LMS).
Online video tutorials are provided for all major LMS functions and can be accessed from the online classroom or directly at
http://www.palmbeachstate.edu/elearning/resources
Course Login
Courses become accessible on the first day of class and tuition must be fully paid to obtain access. If this is your first PBSC online
course, review the Course Access Facts & Information at http://www.palmbeachstate.edu/elearning/online before attempting to
login to your course -- information on how to change your password and solving other login related issues is provided on this page.
Login Page: https://palmbeachstate.blackboard.com
Username: Your PBSC Student ID
Password: Your PBSC Password (must be 6 characters)
Online Textbook Purchase
The textbook(s) can be purchased at the PBSC Campus Bookstore or online at http://www.efollett.com.
Online Course Assistance
For assistance, contact your:
o Professor -- with Course Instructional Content (assignment/test availability dates, course instructions, etc.) issues.
o Student Helpdesk -- with Username/Password & General Access issues. Call 561-868-4000.
o Blackboard Administrator -- for Course Availability issues. Email [email protected]
Department Contact Information
Name: Dr. Gladney
Telephone: 561 868-4132
Job Title: Associate Dean
Template Date – July 2013
Office Location: CBP225
Email: [email protected]
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