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Course Outline

School: School of Engineering Technology and Applied Science

Department: Information and CommunicationEngineering Technology

Program: Bachelor of Applied Information Sciences -Computer and Communication Networks

Course Title: Organizational and Client Relationships

Course Code: BUS212

Total Course Hours: 60

Prerequisites/Co-requisites: None

Eligible for Prior Learning Assessment and Recognition: Yes

Originated by: Kristi Harrison

Revised by: Ilia Nika

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Organizational and Client Relationships CENTENNIAL COLLEGE BUS212

Course Description

In Organizational and Client Relationships, students will learn that technical and professionalknowledge is only one component of the skill set required to succeed in the new economy.Today’s organizations require individuals to demonstrate soft skills that not only addresscomplex relationships, but also are essential to working productively and effectively.

In BUS212, students will learn that in order for both the organization and the individual to besuccessful, all employees must be able to effectively communicate their specialized knowledge,and provide support and service to facilitate the work of others. This requires the individual tomaster and demonstrate the skills of professional verbal communication, effective listening, and

customer service and conflict resolution. Individual employees must be capable of building andmaintaining positive relationships with internal and external clients, peers, customers,management, stakeholders, suppliers, vendors and partners.

Course Learning Outcomes

Upon successful completion of this course, the student will have reliably demonstrated theability to:

1. Identify the key components of effective communication (verbal, written andinterpersonal) methods.2. Assess the context and setting within an organization to determine effective

communication strategies.3. Identify the key components of effective conflict resolution and strategies (negotiation,

mediation, and goal setting).4. Select and implement conflict resolution strategies to resolve case study and problem

scenarios.5. Conduct and facilitate effective meetings on a one-to-one and one-to-many basis.

6. Identify the differing communication need of multiple stakeholders.7. Apply teamwork skills to the development and delivery of team presentations.

Essential Employability Skills (EES)

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Text and Other Instructional/Learning Materials

Langton, N, Robbins, S. & Judge, T. 2010. Organizational Behaviour: Concepts, Controversies.(5th ed.). Prentice Hall.ISBN 10: 0135033489

Supplemental References:Bovee. Thill. Schatzman & Scribner. 2003. Business Communication Essentials. (Canadian ed.). Prentice Hall.ISBN 10: 0131232770

Evaluation and Grading System

Evaluation Description Weight /100

Midterm Test #1 15

Term Assignment 1 20

Term Assignment 2 20Final Exam #2 25

Term Meeting 10

Oral Presentations 10

In consultation with the Chair or Dean, a faculty member or instructor may administer additionalor alternative evaluations to fully assess the capability of a student.

When writing a test or examination, students must put their official College photo-ID cards in fullview for review by the invigilator. Students who do not have official photo-ID will be permitted towrite the examination with a substitute photo-ID, but they will be required to produce photo-ID atthe program or department office within 24 hours or the next business day following theexamination or else the examination results will be void

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If students are unable to write an examination due to a medical problem or unforeseen familyproblems, they should immediately contact their professor or program Chair for advice. In

exceptional and well documented circumstances (e.g. unexpected family problems, seriousillness, or death of a close family member), students should be able to write a make-upexamination to replace an examination missed.

Use of Dictionaries

Any dictionary (hard copy or electronic) may be used in regular class work;

Dictionary use is not permitted in test or examination settings.

Course, Program or School Policies

N/A

Student Rights and Responsibilities

Students should familiarize themselves with all College Policies that cover students’ rights andresponsibilities. For more information on the following and other policies, please visit

www.centennialcollege.ca/aboutus/respect or consult the Academic Matters Section in the full-time and Continuing Education catalogues.

Respect at Centennial At Centennial College, we are committed to providing a safe and respectful learning, teachingand working environment for all students, faculty, and staff that promotes equity. Policies havebeen put in place to ensure that Centennial is a place that demonstrates respect andconsistency with the Ontario Human Rights Code. All incidents of harassment, discrimination,

bullying, and violence will be addressed and responded to. As a college, we take the positionthat all forms of harassment, including personal harassment and bullying, must be stopped.Please refer to www.centennialcollege.ca/aboutus/respect and www.stopbullyingnow.ca.

Academic Honesty

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Faculty SupportProfessors are available to see students outside of class time. Students can contact professorsvia voice mail, email, or through their program or department office. Information regarding howto contact teachers will be provided at the beginning of the course and is also available in theprogram or department office.

Campus Safety

As part of our efforts to maintain a safe and secure teaching, learning and working environment,professors, and instructors will review emergency procedures for fire, evacuations, emergencylock-downs, and safe exit for those with disabilities at the beginning of each course.

Students must produce official photo identification when requested to do so by any college staff at any time during the semester.

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Rev. COLT: May 2010 CENTENNIAL COLLEGE 6

Topical Outline

WEEK TOPICSREADINGS/MATERIALS WEEKLY LEARNING OUTCOMES

INSTRUCTIONALSTRATEGIES

COURSEEVALUATIONS

1 Course and TextIntroduction

Understanding the CommunicativeSituation

Chapter 7OrganizationalBehaviour text

“Understanding theCommunicativeSituation” slide set

To understand the nature of the communicationTo explain communicationtheoryTo recognize the two principles

that form the basis of professional communicationTo identify the communicationskills required for employmentand career success

LectureClass Discussion

2 Understanding the Organization Chapter 1Organizational

Behaviour text

To understand the nature of organizations

To identify the levels of organizations behaviourTo identify roles within the

organization that create theemployment and professionalcontext

To introduce stakeholder theory

LectureClass Discussion or Group assignment asapplicable

3 Understanding the role that perception,personality and emotions have on

Organizational Behaviour

Chapter 2Organizational

Behaviour text

To understand the influence of emotions on behaviour

To identify how differingpersonalities may affectorganizational behaviourTo identify the role perception

may have on informationalclarity

LectureClass Discussion or

Group assignment asapplicable

4 Understanding Team Dynamics Chapter 6

OrganizationalBehaviour Text

To understand the purpose of

teamwork in the organizationTo identify the skills requiredfor effective teamwork To identify the components of


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Rev. COLT: May 2010 THIS COURSE ADHERES TO ALL COLLEGE POLICIES (See College Calendar) 7

WEEK TOPICSREADINGS/MATERIALS

WEEKLY LEARNING OUTCOMESINSTRUCTIONAL

STRATEGIESCOURSE

EVALUATIONS

effective listening

To apply teamwork and

communication processprinciples to conducting teammeetingsTo plan and execute asimulated business meetingwith a team

5 Power and politics in organizationsIdentifying and Managing Stakeholders

Chapter 5Organizational

Behaviour Text

To understand the concept of a “stakeholder” To understand the competingobjectives of multiplestakeholders

To create a communicationsplan based on the needs of multiple stakeholders


6 Identifying and Managing StakeholdersExercise

Instructor providedmaterial

To understand the concept of a

“stakeholder” To understand the competingobjectives of multiplestakeholdersTo create a communicationsplan based on the needs of multiple stakeholders


7 Test 1 All handouts, readingsand reference materialprovided to date

15% of final grade

8 Preparing Business reports Chapter 5 and 6Communications Text

To understand the purpose andaudience for business reportwritingTo identify commonly usedbusiness reports and theirpurposeTo outline a simple report and

the use of electronic tools tocreate a report


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STRATEGIESCOURSE

EVALUATIONS

To discuss the incorporation of

materials from other sources in

report documents

9 Oral Reports and Presentations Chapter 7Communications text

To understand the uses of oralpresentations in theorganizational contextTo identify the components of an effective oral presentationTo practice presentationtechniques and receivefeedback To plan a brief oralpresentation as a member of a

teamTo give constructive feedback to peers on the effectiveness of oral presentations


10 Oral Presentations Presentation and evaluation of oral reports for faculty and peerevaluation

10% of final grade

11 Conflict and Communications Chapter 8OrganizationalBehaviour text

and handout materials

To outline the five approachesthat individuals take in conflictsituationsTo discuss the principles of

negotiation as a form of conflictresolutionTo examine alternatives to

negotiationTo apply effective conflictresolution methods to conflictscenarios


12 Conflict and Communications (cont’d) Chapter 8OrganizationalBehaviour text andhandout materials

To understand the negativeforms of conflict that createcritical incidentsTo discuss critical


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STRATEGIESCOURSE

EVALUATIONS

confrontations and their

resolution

To apply effective conflictresolution methods to conflictscenarios

13 Concepts of Customer Service Group Presentation of Key Material of Course to Date

14 Review Review of final exampotential material

15 Final Exam – Comprehensive 25% of final grade

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Documents