Maricopa Community Colleges  HSA145   19962-20086 
Official Course Description: MCCCD Approval: 07/22/08
HSA145 19962-20086 LEC 2 Credit(s) 2 Period(s)
Workforce Improvement Plans
Skills for dealing with the demands of a changing workforce. Examination of communication skills, ethical principles and forces influencing the workplace and workers. Also includes dimensions of quality service, the consequences of poor quality and the impact of proactive customer service.
Prerequisites: Permission of Department or Division.
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MCCCD Official Course Competencies:
 
HSA145   19962-20086 Workforce Improvement Plans
1. Examine the application of ethical principles at all organizational levels. (I)
2. Identify various ethics resources. (I)
3. Define forces influencing the workplace and workers. (II)
4. Design a plan for ongoing skill-building to prepare for a changing workforce. (II)
5. Use active listening skills and questioning techniques to increase communication effectiveness. (III)
6. Identify characteristics of difficult people and apply appropriate coping methods. (IV)
7. Describe quality and the costs of poor quality. (V)
8. Differentiate between goals and objectives and write quality objectives. (VI)
9. Differentiate between feedback and criticism. (VII)
10. Explain the elements involved in good decision-making. (VIII)
11. Analyze the dimensions of quality service and the impact of proactive customer service. (IX)
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MCCCD Official Course Outline:
 
HSA145   19962-20086 Workforce Improvement Plans
    I. Organizational Ethics
        A. Definition
        B. County Management Expectations
          1. Ethical Principles
          2. Do-Right Principles
          3. Merit Rules Code of Ethics
          4. Professional Codes of Ethics
        C. Ethical Decisionmaking
        D. Resources
          1. Employee Assistance Program (EAP)
          2. Employee Relations
          3. Ethics Trainers Network
          4. Bibliography of Literary Resources
          5. Ethics Handbook
      II. Workforce
          A. Impact
            1. Public Law
            2. Predictions
            3. Employee Values
            4. Leadership Challenge
          B. Differences in the Workplace
            1. Self Assessment
            2. Diversity Defined
          C. Managing Differences
            1. Approaches to Diversity
            2. Belief System
            3. Personal Diversity
            4. Mission Statement
        III. Communication
            A. Impressions
            B. Confidence
            C. Handling Complaints
            D. Active Listening
            E. Screening Calls
            F. Confidentiality
            G. Questioning Techniques
            H. Public Relations
            I. Attitude
          IV. Difficult People
              A. Characteristics
              B. Difficult Situations
              C. Responses
              D. Coping Methods
                1. 90/10 Rule
                2. Rapport
                3. Dealing With Self
                4. Checklist
              E. Problem Solving
            V. Quality
                A. Definition
                B. Importance
                C. Customer Expectations
                D. Cost
                  1. Prevention
                  2. Appraisal
                  3. Internal Failure
                  4. External Failure
              VI. Goals
                  A. Outcomes
                  B. Objectives
                    1. Action
                    2. Condition
                    3. Criteria
                VII. Feedback vs Criticism
                    A. Types
                      1. Verbal
                      2. Non-Verbal
                      3. Written
                      4. No Action
                    B. Quality Characteristics
                      1. Positive
                      2. Non-Judgmental
                      3. Kind
                      4. Professional
                      5. Acceptable
                      6. Respectful
                      7. Prepared
                      8. Consistent
                      9. Specific
                      10. Immediate
                  VIII. Decision Making/Problem Resolution
                      A. Alert to Need
                      B. Definition of Need
                      C. Analysis
                      D. Decision
                      E. Action
                    IX. Visual Planning
                        A. History
                        B. Process
                          1. Brainstorming
                          2. Categorizing
                          3. Prioritizing
                          4. Assignment
                        C. T-Chart
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