Syllabus - OT223

ADMINISTRATIVE SUPPORT PROCEDURES

OT 223

FALL 2007

Instructor: Carolyn Harper

Office: A128

Phone: 338-6474, Ext. 1128

This course emphasizes administrative practices and procedures used in a business office. Topics
include filing, telephone courtesy, customer service, business etiquette and business ethics.
Three hours, three credits.

Textbooks:

Business Etiquette, by Brody and Pachter.

Glencoe Filing Made Easy: A Filing Simulation, by Holmes and Conway, Fourth Edition.

Prerequisites: OT 133

Class Participation:

Class participation is important. This is one reason a high value is placed on attendance. You will be
expected to discuss the material covered in class and answer questions about the material.
(See attached attendance policy).

COURSE OBJECTIVES:

After studying "Administrative Support Procedures" and after satisfactorily completing the exercises,
students should be able to:

Demonstrate an understanding of the systemic control of records and information from their
creation or receipt or through their ultimate disposal.
Demonstrate knowledge of standardized filing rules.
Learn the importance of the telephone in the organization and learn how to understand the
customer's needs.
Develop personal grooming habits, professional business etiquette, and behavioral skills.
Cultivate professional values, work ethic and attitudes appropriate for the business professional.

*The specific learning objectives for this course are listed at the beginning of each unit.

PCCUA Core Competencies
The six PCCUA core competencies are incorporated within the context of the subject being taught.
The competencies address skills the College has committed to developing in all students.
         1.   Communication - Communicate effectively in a written or oral manner in the business
environment.
         2.   Cultural Awareness - Acknowledge diverse groups of individuals possessing different beliefs,
values, attitudes and customs.
         3.   Social and Civic Responsibility - Demonstrate a legal/ethical behavior that is appropriate
for the business professional in today's society.
         4.   Critical Thinking - Analyze, interpret and evaluate data necessary to solve problems and
support business decisions.
         5.   Mathematical Reasoning - Perform computational skills and financial analysis appropriate
to the business environment.
          6.   Technology Utilization - Demonstrate the ability to use computer technology.

OUTCOMES, COMPETENCIES, AND MEASUREMENT INSTRUMENTS

	Social and Civic Responsibility
	Goal 3: Students will demonstrate a legal/ethical behavior that is appropriate for the business professional in today’s society.
	Intended Course Outcome #1: Develop personal grooming habits; professional business etiquette; behavioral skills and work ethic; and attitudes appropriate for the business professional.

Course Competency (Performance Measure): Students will demonstrate good grooming habits;
professional business etiquette; behavioral skills and work ethic; and attitudes appropriate for the
business professional in the classroom and in business situations by developing a portfolio and
being scored on a Rubric by their peers and instructor.

Measurement Instrument and Success Criteria: Students will complete a Portfolio each
semester and a Rubric will be used to evaluate the students. The goal is 80% of the students will
demonstrate they have developed professional behavior and etiquette by scoring at least 75%
on the portfolio Rubric by their instructor and the etiquette Rubric by their peers and instructor.

	Critical Thinking
	Goal 4: Students will analyze, interpret, and evaluate data necessary to solve problems and support business decisions.
	Intended Course Outcome #1: Understand the basic indexing and filing rules and gain practice in the four types of filing.

Course Competency (Performance Measure): Students will understand the basic indexing and
filing rules and gain practice in the four types of filing by completing various alphabetic, subject,
numeric, and geographic filing situations on a Posttest.

Measurement Instrument and Success Criteria: A Pretest/Posttest on filing will be
administered each semester. The goal is that 75% of the students will demonstrate they know
the filing rules and can properly file by the four filing methods by scoring at least 80% on the
Posttest.

LEARNING OBJECTIVES:

After students have studied each unit and have completed the activities and exercises, they should be able
to:

Filing

Index, arrange and retrieve cards in alphabetical order.
Inspect, index, code, sort, and file correspondence in a subject filing system.
File index cards in a terminal digit numeric filing system.
Establish a set of directories/folders that might be used within an electronic filing system and file
letters within that system.

Business Etiquette

1. Demonstrate what business etiquette is, and what it isn’t.

2. Demonstrate professional manners for meeting and greeting; attending business social events and
business lunches.

3. Use technology with courtesy and improve telephone manners.

4. Develop a professional work wardrobe and impressive image.

Grades:

40% homework, applications, cases, exercises, etc.

20% unit tests

40% tests, portfolio.

Any test that is missed will have to be made up within one week.

Grading Scale: 90 – 100 – A
                        80 -   89 – B
                        70 -   79 - C
                        60 -   69 - D
                        Below 60 – F

*Your attendance, class participation, and attitude can affect your grade in this class. Failure to
show up for the final exam could result in failure in the course.

*The instructor has the right to make changes in the grade requirements and their weights in
determining the final grade.

ADMINISTRATIVE OFFICE PROCEDURES

TENTATIVE SCHEDULE

FALL 2007

Filing: Week 1 - Aug. 20-24
Week 2 - Aug. 27-Aug. 31
Week 3 - Sept. 4-7 (Sept. 3 - LABOR DAY)
Week 4 - Sept. 10-14
Week 5 - Sept. 17-21
Week 6 - Sept. 24-28
Video – “Body Language in Customer Service”
Week 7 - Oct. 1-5 Oct. 5 - Faculty/Staff In-Service
Week 8 - Oct. 8-12 Mid-term grades due
Week 9 - Oct. 15-19
Week 10 - Oct. 22-26
Week 11 - Oct. 29-Nov. 2
Nov. 2 - last day to drop and receive a "W"
Video – “Managing Difficult Situations”
Business Etiquette
Week 12 - Nov. 5-9 (Spring Registration Begins)
Week 13 - Nov. 12-16
Week 14 - Nov. 19-23
THANKSGIVING - Nov. 21, 22, 23
Video – “Customer Service by Telephone”
Week 15 - Nov. 26-30 Nov. 30 - Last day to receive an "EW"
Week 16 - Dec. 3 Last day of classes

Dec. 4 - Study Day

*Speakers:

Skin Care and Makeup
Hair Care and Nails
Professional Dress
Business Office – Filing
Business Lunch at River Road Restaurant (or other selection).

CAMPUS SUPPORT SERVICES Phillips Community College of the University of Arkansas provides student support services that assist students in achieving their educational objective. Those services include advising, financial aid, counseling and guidance, and safety and security. ADA POLICY: Lynn Boone, the Vice Chancellor for Student Services, serves as the ADA Compliance Officer. If you reside in Arkansas County you may contact Vice Chancellor Carolyn Turner (DeWitt) or Dr. Susan Luebke (Stuttgart). The process of student referral under the Americans with Disabilities Act can be found in the Student Handbook. FERPA POLICY Phillips Community College of the University of Arkansas complies with the Family Educational Rights and Privacy Act (FERPA) of 1974. A student has the right to inspect and review all of his/her records that meet the definition of educational records. No third party has the right to review student records. INSURANCE Phillips Community College of the University of Arkansas does not provide insurance for its students. The college does encourage each student to secure his/her own insurance, and for that reason, the college has contacted United Healthcare Student Resources. Forms for this insurance are available in the Registrar’s office. ACTS The Arkansas Course Transfer System (ACTS) contains information about the transferability of courses within Arkansas Public Colleges and universities. Students are guaranteed the transfer of applicable credits and the equitable treatment in the application of credits for the admission and degree requirements. Course transferability is not guaranteed for courses listed in ACTS as “No Comparable Course.” Additionally, courses with a “D” frequently do not transfer and institutional policies may vary. ACTS may be accessed on the Internet by going to the ADHE Website and selecting Course Transfer. http://acts.adhe.edu/secure/institutiontransferinfo.aspx The syllabus and the policies, guidelines, and dates included are subject to change at the instructor’s discretion. CLASS ATTENDANCE POLICY OF MRS. CAROLYN HARPER


This class attendance policy is in effect for all courses taught by Carolyn Harper. Please read the following information carefully because students are expected to attend all classes regularly and promptly. It is the student’s responsibility to know and comply with the instructor’s policy and to contact the instructor to make up missed work.

*COURSES MEETING ONCE PER WEEK:

	Students are permitted two (2) absences.

*COURSES MEETING TWICE PER WEEK:

	Students are permitted four (4) absences.

*COURSES MEETING THREE TIMES PER WEEK:

	Students are permitted six (6) absences.

*SUMMER COURSES MEETING FOUR TIMES PER WEEK:

Students are permitted three (3) absences.

Regular class attendance and punctuality are expected. When you know you will miss class ahead of time, let the instructor know and make arrangements to make up any missed work. Assignments missed must be made up on your own time by the second class session. It is the student's responsibility to initiate and complete missed assignments. The instructor may warn a student in danger of becoming excessively absent by sending a warning notice to the Advisement Center so that the student can be contacted by an advisor either by phone or in writing. If the student is absent more than allowed, the instructor may: drop the student from the class roll with a grade of "EW" by notifying the Office of Admissions and Records in writing or deduct 5 points from the student's final grade for each absence over the permitted number. The final decision or exception to this policy may be made at the instructor's discretion, depending on the situation and circumstances.

If a student is unable to adhere to this attendance policy, the student should withdraw from this class and receive a W.

*THERE ARE NO EXCUSED ABSENCES. However, students who miss class while engaged in approved college activities will be excused and it is their responsibility to make up their work.

TARDINESS POLICY:

STUDENTS MUST ATTEND CLASS ON TIME. Students should be on time to class. If a student is not present when the roll is called, they will be counted as absent. Once the classroom door is closed, students are asked not to interrupt the class by entering the room. (if a side or back door is available, students may enter through this door). If a student does enter through the side or back door, they are asked to speak with the instructor after the class to discuss the reason they were late. Alterations to the roll cannot be made at later dates.

If a student is unable to attend a class regularly, regardless of the reason or circumstances, he/she should withdraw from that class BEFORE an EW is assigned.

*Exceptions to this attendance rule may be based on individual circumstances and the instructor’s assessment of the student’s ability to finish course requirements.

*The final decision concerning absences is left to the instructor’s discretion. A student’s attendance could affect their grade in this course.

Disciplinary

Refer to the Student Discipline Policy (PCCUA Administrative Procedure 405.01)

Refer to the Student Technology Acceptable Use Policy (PCCUA Administrative Procedure 231.06)

Also refer to the current College Catalog.








ACADEMIC HONESTY POLICY: CHEATING POLICY:

Students are expected to uphold the school's standard of conduct relating to academic honesty. Students assume full responsibility for the content and integrity of the academic work they submit. The guiding principle of academic integrity shall be that a student's submitted work, examinations, reports, and projects must be that of the student's own work. Students shall be guilty of violating the honor code if they: 1. Represent the work of others as their own. 2. Use or obtain unauthorized assistance in any academic work. 3. Give unauthorized assistance to other students. 4. Modify, without instructor approval, an examination, paper, record, or report for the purpose of obtaining additional credit. 5. Misrepresent the content of submitted work. Administrative Procedure Number: 404.05 Cheating in any form (including using unauthorized materials, information, or study aids in any academic exercise; plagiarism; falsification of records; unauthorized possession of examinations; any and all other actions that may improperly affect the evaluation of a student's academic performance of achievement; and assisting others in any such act) is forbidden. An instructor who has proof that a student is guilty of cheating may take appropriate action up to an including assigning the student a grade of "F" for the course and suspending the student from class. A description of the incident and the action taken will be reported through the Dean to the Vice Chancellor for Student Services and placed in the student's file in the Office of Admissions and Records. The student may appeal either the finding of cheating or the penalty, or both, as described in Administrative Procedure No. 404.06, Academic Appeal Procedure. Cheating in this class: Cheating will not be tolerated. If you are cheating on one occasion, you will receive an "F" for the whole project's work (not limited to that one assignment). If found cheating on a second occasion, you will be asked to drop the class. If the cheating occurs after the drop date, or if you choose not to drop, you will receive an "F" for this class. All work must be on your disk or in your notebook unless the instructor directs you to destroy them.

LATE ASSIGNMENTS:

Any assignments turned in late will be subject to a grade reduction or a grade of zero. Most assignments turned in late will receive a letter grade reduction for each day that it is late. No assignment will be graded after taking the chapter test.

INSTRUCTOR: Mrs. Carolyn Harper COURSE ______________________________________________________
GRADE POLICY AND GRADE SCALE:

I understand the grading policy and grade scale explained in the syllabus.

CLASSROOM POLICIES:

Talking and disruptive behavior will not be tolerated by the instructor. Eating and drinking in the classroom is strictly prohibited.

I also understand that my attitude and attendance could affect my grade in this class.

I have read the syllabus.

_________________________________ ___________________________
NAME DATE