INTERACTIVE COLLEGE OF TECHNOLOGY COURSE SYLLABUS

Course Code & Title: Prerequisite Courses: Course Description:

TEC260 None This course introduces the student to safety and health concerns in the industrial sector and reviews the importance of good customer relations. Topics covered include understanding people, verbal and nonverbal communication, defensiveness and self-concept, customer explanations, persuasion, complaints and perception (especially listening skills). This course is also designed to educate the student concerning work hazards, types of injuries that may occur, and how to maintain a safe working environment. Standards and codes issued by OSHA are also discussed. Upon successful completion of this course (45 hours), 2 credits will be awarded. This course has 30 hours of theory and 15 hours of lab work. Upon completion you will be able to: 1. Discuss the basic requirements of industrial safety and health in the workplace. 2. Understand how to prevent industrial accidents from occurring to the greatest extent possible through safe work habits and education. 3. Understand safety concerns for the following topics: Safety Laws, Protective Equipment, Chemical Safety, Tool Safety, Safe Materials Handling, Machine Safety, Electrical Safety, Electrical Protection, Fire Protection, Health Protection, and Safe Work Practices. 4. Understand the concepts and strategies of customer service skills. 5. Identify the sources, which motivates customer behavior 6. Explain the employees responsibility to customers 7. Understand the technique and methods of probing the customer to expose his/her needs. 8. Understand the importance of verbal and non-verbal communication. 9. Understand how to diffuse the angry customer and leave a lasting impression. 1. Safety and Health Basic Foundation Series 719- Schoolcraft Publishing. Contributors include: Gus Bolender, Will Brocker, Paul Lauricella, Anthony Lexa, C.W. Porter, J. Robert Steele, and George Swartz Editors: Tim Gioe and Linda Warner 2. Customer Service 21st Century Business 2nd edition by D. Humphrey Cengage Publishing, 2011 CUSTOMER SERVICE & SAFETY

Course Overview:

Course Objectives:

Textbook:

Final Grade Determination:

Homework Lab Quizzes Discussion Midterm Exam Final Exam 90-100% 80-89% 70-79% 4 3 2

10% 15% 15% 10% 25% 25% 60-69% Below 60% Withdrawal 1 0 W

Grade Point Assignment:

Certifications: Requirements:

None Assignments turned in after scheduled due date are subject to up to 20% grade depreciation. The class instructor has complete and final judgment in determining the penalty; please turn in assignments on time.