Official Course Description:   MCCCD Approval:  04/24/01
OCS122      20016-99999	LEC	3 Credit(s)	6 Period(s)
Office Orientation and Essential Skills
Develops a comprehensive understanding of essential workplace skills and reinforces learning with structured hands-on practices. Includes fundamental knowledge of office etiquette, note taking, protocol of electronic mail systems, and preparation of oral and written presentations. Identifies individual career opportunities to include preparing a resume and practicing interview techniques. Prerequisites: None.

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MCCCD Official Course Competencies:
OCS122   20016-99999	Office Orientation and Essential Skills

1.	Act professionally by arriving on time, meeting deadlines, and organizing work. (I)
2.	Describe the importance of proper etiquette in the office. (II)
3.	Interact with fellow employees and customers in a courteous manner. (III)
4.	Set personal career goals and develop an Individual Education Plan (IEP) based on self-assessment. (IV)
5.	Describe the services available from placement agencies, and methods for evaluating career opportunities with potential employers. (V)
6.	Develop a career portfolio including a resume, examples of documents, and cover letter. (VI)
7.	Describe effective interview and appropriate follow-up techniques. (VII)
8.	Describe appropriate workplace behavior and effective strategies for a successful career. (VIII)
9.	Describe the effect of a professional office image on business success. (IX)
10.	Practice a grooming and hygiene regimen appropriate to the business setting. (X)
11.	Apply skills and strategies for efficient office workflow. (XI)
12.	Explain the importance of taking accurate notes and demonstrate skill in rapid writing techniques. (XII)
13.	Take accurate short messages and meeting minutes. (XIII)
14.	Use electronic mail efficiently and effectively. (XIV)
15.	Describe the importance of confidentiality regarding all office communication. (XV)
16.	Use the office telephone system to transfer calls, set up conference calls, and screen incoming calls. (XVI)
17.	Speak pleasantly and politely in telephone conversations. (XVII)
18.	Determine the most appropriate delivery method for various types of mail. (XVIII)
19.	Schedule meetings and maintain an office calendar. (XIX)
20.	Plan and develop effective oral and written presentations for the office. (XX, XXI)
21.	Describe effective interpersonal office communication techniques. (XXII)
22.	Use appropriate office terminology in verbal communication and identify language and topics inappropriate in the office. (XXIII)
23.	Identify appropriate and inappropriate non-verbal (body) language in the office. (XXIV)
24.	Apply active listening skills in the office. (XXV, XXVI)
25.	Identify the appropriate office communication devices for various workplace tasks. (XXVII)

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MCCCD Official Course Outline:
OCS122   20016-99999	Office Orientation and Essential Skills

I. Professional behavior A. Punctuality B. Meeting deadlines C. Being organized II. Importance of etiquette in the office III. Etiquette skills and applications A. Making introductions B. Interacting courteously with clients and fellow employees C. Personal workstation etiquette D. Professional behavior IV. Developing career goals A. Self-assessment B. Setting career goals C. Generating an Individual Education Plan (IEP) V. Evaluating career opportunities A. Placement agencies B. Salary ranges and benefits C. Career ladders D. Skill requirements VI. Developing a career portfolio A. Writing a resume B. Updating the resume C. Including examples of documents D. Including a cover letter VII. Successful interview and appropriate follow-up techniques A. Skill requirements VIII. Workplace skills A. Displaying appropriate work ethic B. Maintaining confidentiality in the business setting C. Using time management skills D. Using problem-solving techniques E. Participating on a team F. Applying good customer service skills G. Utilizing professional growth opportunities H. Employing coping strategies in response to workplace change IX. Image and its effect on success X. Elements of image A. Grooming and hygiene B. Wardrobe C. Physical vitality XI. Managing the office work flow A. Office workflow skills 1. Scheduling work tasks 2. Establishing deadlines B. Office workflow strategies 1. Dealing with the demands of other people 2. Interruptions XII. A system of rapid writing A. Techniques for note taking B. Simplified spelling B, Simplified writing C. Abbreviations D. Shortcuts XIII. Developing speed and accuracy in taking verbal messages and minutes at meetings A. Selecting major points to record B. Practice XIV. Office communications A. E-mail 1. Uses 2. Methods/techniques XV. Confidentiality/ethics XVI. Business telephone equipment and skills A. Equipment 1. Types 2. Usage B. Techniques 1. Transferring calls 2. Leaving and taking messages 3. Conference calls 4. Call screening 5. Other XVII. Proper telephone behavior A. Etiquette B. Voice patterns C. Patience XVIII. Mail methods A. Types B. Choice of delivery method C. Pricing considerations 1. Economy 2. Speed D. Postal meters/scales XIX. Calendar control A. Scheduling 1. Manual 2. Electronic B. Reminders: when and how XX. Oral presentations A. Identifying the audience B. Planning the presentation C. Selecting the content D. Organizing the presentation E. Selecting the presentation medium F. Rehearsal of the presentation G. Delivering the presentation XXI. Written presentations A. Types and parts of a written presentation B. Identifying the audience C. Planning the presentation D. Selecting the content E. Organizing the presentation XXII. Define interpersonal communication XXIII. Verbal communication in the office A. Appropriate office terminology B. Office small talk C. Inappropriate language and topics XXIV. Nonverbal communication in the office A. Appropriate body language B. Inappropriate body language XXV. Listening Skills A. Active listening B. Accurately processing the message C. Summarizing for understanding XXVI. Role playing to apply skills XXVII. Office communication devices A. Networks B. Calendars C. Telephones D. Fax machines E. Global communications F. Interoffice mail G. Conference calls H. Paging

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