Course Information

Course Description:

Office Procedures I focuses on preparing students for all levels of the office environment. The course is designed to develop the knowledge and skills necessary for success in the workplace, and to develop a competency in administrative and office support tasks such as records management, telephone, mail, and presentations. 

Course Objectives:

Students who successfully complete this course will be able to:

• Describe the importance of administrative support in today’s business environment.
• Define administrative support.
• Discuss the impact of technology in business.
• Explain the importance of continuing education and professional development in lifelong learning.
• Discuss the responsibilities of individual employees in relation to global competition, increased emphasis on personal productivity, customer service, and responsible business practices.
• Review an organizational network and describe the relationships between positions and responsibilities.
• Demonstrate ability to research, organize, and prepare a written and/or oral presentation.
• Identify the problem or issue to be addressed.
• Research the issue or problem.
• Analyze the research results in order to organize or solve a problem.
• Prepare and give a written or oral presentation.
• Apply, manually or electronically, organizational and time management principles to increase productivity.
• Define productivity.
• Create a personal time log to analyze how time is spent.
• Set goals and establish priorities.
• Develop a “To Do List,” prioritize tasks, and establish deadlines.
• Use a calendaring system.
• Outline steps needed to complete a project: determining resources required (people, time, money, and facilities), analyzing work flow for efficiency, determining, and tracking delegated responsibilities.
• Demonstrate knowledge of the processes involved in making national and international travel arrangements.
• Analyze various methods of travel and determine the most appropriate method.
• Investigate international health policies, driving regulations, customs procedures and restrictions, passport and visa requirements, monetary exchange procedures, time differences, embassy locations, ground transportation, and cultural differences.
• Make a travel itinerary.
• Discuss safety and security issues related to travel, such as preventive health measures and personal and property safety techniques.
• Complete an expense report.
• Demonstrate an understanding of filing procedures.
• File and retrieve documents according to the Association of Records Managers and Administrators, Inc., (ARMA) rules.
• Code, sort, and file paper documents.
• Prepare cross references when necessary.
• Apply ARMA rules for storing electronic information.
• Purge and destroy files.
• Demonstrate knowledge to index, file alphabetically, numerically, by subject, and geographically.
• Demonstrate understanding of records retention, transfer, and disposition.
• Demonstrate an understanding of the laws regulating the privacy and legality of sharing information.
• Manage information stored in a variety of media forms.
• Demonstrate an understanding of reprographics copying equipment, procedures, and applications.
• Define terminology associated with reprographics.
• Identify types of copiers available and copier features.
• Establish a quality standard and use it to ensure quality output.
• Discuss proper maintenance of copying equipment.
• Discuss copyright laws associated with copying printed materials.
• Copy documents producing quality reproductions.
• Explain trouble-shooting procedures to follow when confronted with a problem during copying.
• Compare and recommend vendors using specified criteria, evaluating features, support, and maintenance services.
• Process mail.
• Define terms associated with mail processing.
• Classify and sort mail.
• Address national and international mail.
• Select and justify the most appropriate method to use in sending domestic and international mail in terms of cost, time, and other considerations.
• Sort and select records from a database to create a mailing list.
• Discuss ethical and legal issues associated with electronic mail.
• Discuss the advantages, disadvantages, costs, confidentiality, external and internal systems, and other aspects of facsimile mail.
• Fax a document.
• Demonstrate knowledge of telephone systems and good telephone protocol.
• Discuss current and futuristic features of telephone systems (call restriction, call waiting, automatic call back, call timing, conference calling, and speed dialing).
• Describe features of voice mail.
• Explain long-distance service features.
• Determine the most appropriate method to use in placing telephone calls.
• Explain how to place national and international long distance calls requiring telephone credit card or operator assistance.
• Discuss proper telephone protocol.
• Locate business, government, and residential phone numbers by using the telephone book.
• Determine time zones and area codes and outline procedures for making calls using this information.
• Apply good techniques when placing and receiving telephone calls.
• Transfer and screen calls efficiently.
• Take and relay accurate phone messages.
• Determine the role of teamwork in the office.
• Use human relationship skills in the office to work as a team member.
• Be supportive of co-workers in the office.
• Acknowledge the good work and ideas of others.
• Be assertive without being aggressive.

Prerequisites and Corequisites:

This course covers a full trimester. All you need to succeed is a good attitude, the willingness to learn, and the discipline to get the job done. 

Module 1: The Office in the Business World (6 hours)
Module 2: Communicating in Written Form (6 hours)
Module 3: Communicating Orally (16 hours)
Module 4: Time and Workstation Management (6 hours)
Module 5: Meetings and Travel (6 hours)
Module 6: Records Management (16 hours)
Module 7: Processing Mail (6 hours)
Module 8: Telephone Systems and Procedures (8 hours)
Module 9: Working with Others (6 hours)

Students will need to be self-motivated and disciplined to follow the timeline required of each module.

After you have read this entire syllabus, go to the Navigation Bar at the left, click on Course Modules, then on the special instructions icon for details related to working through this course.

Textbooks, Supplementary Materials, Hardware and Software Requirements

Please visit the Virtual Bookstore to obtain textbook information for this course:  http://rodp.bkstr.com

The minimum requirements can be found at http://www.rodp.org/students/hardware_software.htm. 

The minimum requirements can be found at http://www.rodp.org/students/hardware_software.htm. Specific hardware requirements for this course include Acrobat Reader and Microsoft Office (including Microsoft Access) or a similar office suite program. You can download Acrobat Reader for free at www.adobe.com. If you do not have Microsoft Office (with Microsoft Access), several free office suites are available at www.pcworld.com/downloads.  All assignments should be submitted as Word documents, if possible.

Instructor Information

Please see the separate page inside the course to find instructor contact information as well as a statement of virtual office hours and other communication information.

Assessment and Grading

You will be expected to complete online tests, assignments, or simulations for each module. Online tests will be timed. Please be aware of this and do not take a test until you are prepared for it. There are 7 timed, graded tests. You can take each exam two times. If you retake an exam, the two scores will be averaged together for your test grade. When you are READY, go to the quizzes & tests area and take the exam(s). The graded quizzes and exams are closed book with no assistance. In taking the course, you are on your honor to "not give or receive help on them".

Your grade will be based on Skills (50%), Related Work (25%), and Participation (25%).

The Skills score is 50% of your grade. This is the average of Tests, Chapter Assignments, and your Presentation.

The Related Work will account for 25% of your grade. This score is based on the activity points you earn. You also have the possibility to earn extra credit in this portion of your grade.

The Participation score will be based on your involvement in the discussion board*, email communications, and completing assignments on time. This will be 25% of your score.

*Students are required to participate actively in discussions. During the course, the instructor will post questions on the discussion board concerning a specific topic. Students will have the opportunity to respond to these topics and to other students' responses. Students may also begin their own discussion. 

93-100---A
85-92--- B
77-84--- C

A score of 77 or better must be achieved to receive credit for this course.

Assignments and Participation

Listed below are the required activities (ACT), assignments (ASSIGN), and tests (TEST) to be completed for each module. Activities are worth 25 points each and make up your Related Work grade. Activities will be graded based on completion. Assignments and tests are worth 50 points each and are included in the Skills portion of your grade. Assignments and tests will be graded based on completion and correctness.

Module 1 – The Office in the Business World (6 hours)
Chapter 1 –
TEST: Test on Chapter 1 (50)
Chapter 2 –
TEST: Test on Chapter 2 (50)

Module 2 – Communicating in Written Form (6 hours)
Chapter 4 – 
ACT: Complete Activity 2 (Topic 4-2) (25)
ACT: Activity 2 (End Of Chapter) (25)
TEST: Test on Chapter 4 (50)

Module 3 – Communicating Orally (16 hours)
Chapter 5 – 
ACT: Complete Activity 1 (Topic 5-2) (25)
ACT: Complete Activity 2 (Topic 5-2) (25)
ACT: Complete Activity 1 (Topic 5-3) (25) 
OPTIONAL (EXTRA CREDIT): Oral Presentation Graded (50)

Module 4 – Time and Workstation Management (6 hours)
Chapter 7 – 
ACT: Complete Activity 1 (Topic 7-1) – leave out the pie chart (25)
ASSIGN: Complete Activity 2 (Topic 7-2) (50)
TEST: Test on Chapter 7 (50)

Module 5 – Meetings and Travel (6 hours)
Chapter 8 – 
ACT: Complete Thinking Critically (Topic 8-1) (25)
ACT: Complete Activity 1 (Topic 8-1) (25)
ACT: Complete Thinking Critically (Topic 8-2) (25)
ASSIGN: Complete Activity 1 (Topic 8-2) (50)
ASSIGN: Complete Activity 2 (End of Chapter) (50)

Module 6 – Records Management (16 hours)
Chapter 9 – 
ASSIGN: Complete Activity 1 (Topic 9-1) (50)
ACT: Complete Activity 2 (Topic 9-1) (25)
ASSIGN: Complete Activity 2 (Topic 9-2) (50)
Chapter 10 –
ACT: Complete Activity 1 (Topic 10-1) (25)
ACT: Complete Activity 1 (Topic 10-2) (25)
ASSIGN: Complete Activity 1 (End of Chapter) (50)

Module 7 – Processing Mail (6 hours)
Chapter 11 – 
ACT: Complete Activity 2 (Topic 11-1) (25)
ACT: Complete Activity 1 (Topic 11-2) (25)
ASSIGN: Complete Activity 2 (End of Chapter) (50)
TEST: Test on Chapter 11 (50)

Module 8 – Telephone Systems and Procedures (8 hours)
Chapter 12 –
ACT: Complete Activity 1 (Topic 12-1) (25)
ACT: Complete Activity 2 (Topic 12-1) (25)
ACT: Complete Activity 2 (Topic 12-2) (25)
ASSIGN: Complete Activity 1 (End of Chapter) – Variation for Telephone Role-Play – Schedule one hour w/ me during time you will can answer your phone professionally – me or your classmates will call (50)
TEST: Test on Chapter 12 (50)

Module 9 – Working with Others (6 hours) 
Chapter 14 – 
ASSIGN: Complete Activity 2 (50)
ASSIGN: Complete Activity 2 (End of Chapter) (50)
TEST: Test on Chapter 14 (50)

Students are expected to communicate with the instructor as a learning resource and must check the course bulletin board frequently for announcements. Students must also participate in threaded discussion events with the instructor and other students. The instructor will post topics for students comments.

Students will email the instructor at the beginning of the course using the WebCT email to notify the instructor they are in the system.

Students are permitted to work ahead of the timeline in this course. There are specific completion dates posted on the calendar and noted in unit modules. Assignments are required to be turned in by these dates.

Course Ground Rules

The following are recommendations for students taking this class:

• Learn how to navigate in WebCT if you are not familiar with the system.
• View the Course Calendar for exams and assignment deadlines.
• Check the Discussion Board several times a week for course announcements, course information, and discussion topics.
• Manage your time wisely. Give yourself enough time to complete assignments and properly prepare for exams.
• Keep in contact with the instructor on a regular basis by emails and discussion board.
• Use the assigned email address as opposed to a personal email address for everything related to the course.
• Address technical problems immediately.
• Students must respect the rights of others at all times when communicating in chat, email, or discussions. Observe course netiquette at all times.
• Participation in this course is the key to doing well. Be sure all assignments are completed by the due date as posted on the Course Calendar.
• If you have questions, the discussion board is a great place to ask it. Remember that the only bad question is the one not asked. So, if you are unsure of something, ask. If you prefer, you may also email the instructor.

Guidelines for Communications

• Columbia Guide to Online Style by Janice R. Walker and Todd Taylor 

• Citation Styles Online http://www.bedfordstmartins.com/online/cite6.html

Library

The Tennessee Virtual Library is available to all students enrolled in the Regents Degree Program. Links to library materials (such as electronic journals, databases, interlibrary loans, digital reserves, dictionaries, encyclopedias, maps, and librarian support) and Internet resources needed by learners to complete online assignments and as background reading must be included in all courses. 

Students With Disabilities

Qualified students with disabilities will be provided reasonable and necessary academic accommodations if determined eligible by the appropriate disability services staff at their home institution. Prior to granting disability accommodations in this course, the instructor must receive written verification of a student's eligibility for specific accommodations from the disability services staff at the home institution. It is the student's responsibility to initiate contact with their home institution's disability services staff and to follow the established procedures for having the accommodation notice sent to the instructor.

Syllabus Changes

The instructor reserves the right to make changes as necessary to this syllabus. If changes are necessitated during the term of the course, the instructor will immediately notify students of such changes both by individual email communication and posting both notification and nature of change(s) on the course bulletin board.

Technical Support

1-866-550-7637 (toll free)

or go to their website at:

http://help.rodp.org