PLA Course Subjects

Prior Learning Assessment Course Subjects

service

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Courses 1-10 of 66 matches.
Customer Service a Practice Approach   (APS-302)   3.00 s.h.  
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Course Description
A practical approach presents the principal concepts and current trends in the customer service industry. Particular areas of concentration involve defining customer service and identifying its challenges, employing the problem-solving process, formulating a customer service strategy, coping with challenging customers, retaining customers, and measuring performance. Students will analyze the significant elements of customer service and apply effective customer service principles.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain and discuss customer service.
  • Analyze common barriers to effective customer service.
  • Apply the problem-solving process to providing customer service.
  • Devise an effective customer service strategy, including methods for empowering customer service providers.
  • Discuss the importance of effective communication in customer service.
  • Analyze methods for coping with challenging customers.
  • Discuss the importance of motivation and leadership in customer service.
  • Connect customer retention and the measurement of customer satisfaction.
  • Compare and contrast ways of serving customers using traditional and technological methods.
  • Explain the rewards of providing excellent customer service.

 
Food Service Management   (HMM-152)   3.00 s.h.  
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Course Description
A practical guide to food service management including an overview of both restaurant and institutional activities. Effective management is stressed with special emphasis on organization of food service planning, menus and styles, supervising personnel, and controlling food and labor costs. The laws and regulations affecting food services are also covered.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Identify the management characteristics and challenges for specific food service segments.
  • Analyze and evaluate the job responsibilities of specific food service managers.
  • Discuss and apply hospitality operational concepts, theories and practices within specific food service operations to achieve budgeted financial and cost controls.
  • Integrate and apply interdepartmental communication and technology application activities within specific food service operations for effective management and guest satisfaction.
  • Apply the ethical and legal considerations utilized by management in specific food service segments.

 
Social Service Networks and Case Management   (SOW-333)   3.00 s.h.  
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Course Description
A direct service model is presented which is based on the traditional person in situation conceptualization of social work practice. The model encompasses the full range of social service delivery roles necessary for the enhancement of social functioning outreach workers, broker, advocate, evaluator, teacher, behavior changer, mobilizer, consultant, community planner, data manager, and administrator.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Define and show an understanding of the direct service model used by direct service social workers.
  • Identify and define a full range of social service delivery roles necessary for the enhancement of social functioning (i.e. Outreach worker, broker, advocate, etc.).
  • Describe the various social networks utilized by direct service social workers (i.e. Groups, organizations, referral sources).

 
Customer Service Communication   (BUS-231)   3.00 s.h.  
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Course Description
Through this course, students develop an understanding of principles and practices in effective customer service management communication. The course addresses the skills necessary for building and maintaining positive relationships with internal and external customers, and the role the customer service team plays in developing, evaluating, and improving customer service systems. The focus is on writing, speaking, information literacy, and non-verbal communication in business settings. Discussion includes customer service policy formation, customer service in organizational/institutional planning, marketing, and profitability. Students analyze complex customer service issues and problems and make logical and sensitive written and oral presentations to simulate the various scenarios.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Explain the concept of customer service and discuss the difference between internal and external customers
  • Discuss the importance of effective written and oral communication in customer service
  • Analyze common barriers to effective customer service
  • Describe ways in which customer service communication impacts results (planning, sales, marketing, profitability, customer satisfaction, and relationship building)
  • Discuss the importance of motivation and leadership in customer service
  • Explain the role of changing technologies, including Web-based customer service, and compare and contrast ways of servicing customers using traditional and technological methods
  • Discuss the initial and on-going training and evaluation of your performance as a customer service representative
  • Articulate how your department or team measures the effectiveness of your work
  • Analyze methods for coping with challenging customers (aggressive, non-native speakers, etc.)
  • Explain the role of the Customer Service team in the formulation of policies
  • Explain the rewards of providing excellent customer service
  • Provide a YouTube video of you participating in a simulated customer service conversation using key elements of effective speech delivery--speak clearly; avoid space fillers, speak slowly, use vocal variety, etc. In the presentation, provide information about a policy, a product, or a procedure, and respond to customer concerns and questions

 
Food Service Sanitation   (HMM-201)   3.00 s.h.  
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Course Description
This course covers techniques and procedures for employing hygienic practices in the food service industry. Topics include food sanitation and microbiology, food spoilage and foodborne illnesses. This course also covers training and education in sanitation for food service personnel. Government regulations as they pertain to the food industry are discussed throughout the course.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Describe receiving, storage and inventory functions for food safety.
  • Identify the various types of equipment and physical operational cleaning and maintenance functions.
  • Apply interdepartmental communication activities for a high sanitation rating.
  • Describe the federal and state regulations, departments, agencies and sanitation rating systems.

 
Fire Service Hydraulics   (FIS-241)   3.00 s.h.  
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Course Description
Review of basic mathematics for study of properties of fluids, force, pressure and flow velocities; operation and characteristics of the pumps; generation of the pumps; generation of the fire streams and water distribution systems.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Compare and explain the theory of water at rest(Hydrostatic) and in motion(Hydrokinetics)
  • Discuss the characteristics of water and the advantages of water in firefighting
  • Describe the physical properties of water and the six principles of fluid pressure
  • Discuss the use of the Bourdon gage, Piezometer, Manometers and Pitot tube
  • Explain Bernoulli's Equation governing liquids in motion
  • Discuss velocity and discharge as it relates to hydrants, hose nozzles and master streams
  • Describe the water distribution system and fire flow
  • Discuss engine and nozzle pressure and the method of calculating each.
  • Explain friction loss in hose, pipes and appliances
  • Discuss fire streams with emphasis on the effect of air resistance, wind and reach
  • Describe the use and advantages of sprinkler and standpipe systems and foam systems
  • Examine recent events that have had an impact on water and water delivery systems

 
Hotel/Restaurant Operations II   (HMM-142)   3.00 s.h.  
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Course Description
This course concentrates on the preparation and service of complete menus by students under the direction of program instructors. Students participate fully in the management and operation of full-service formal restaurant.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Identify what table set-up items are added to a table when moving from luncheon to dinner to formal dining.
  • Describe the role of wait staff and dining room supervisor's during American, French, Russian and buffet service.
  • Identify basic overhead and labor cost control systems for food service operations.
  • Develop requisitioning, receiving, storage and inventory functions of dining room supplies.
  • Recognize and develop directional steps for the effective operational application for the correct number of staff needed.

 
Counseling and Casework in Social Services and Rehabilitation   (SOW-322)   3.00 s.h.  
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Course Description
An introductory study of the casework, counseling, problem solving, psycho-social, and placement service provision methods used in social service agencies and programs.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Demonstrate an understanding of the study of casework.
  • Identify the role of a social worker in the rehabilitation setting and the role of the social worker as an integral member of the interdisciplinary team; show an understanding of the interaction the social worker has with various team members.
  • Identify and explain counseling techniques utilized when working in the rehabilitation setting.
  • Discuss the techniques and skills used to obtain a complete Psycho-social history.
  • Describe the process of identifying and formulating a plan in relation to problem solving.
  • Identify various placement service provision methods used in social service agencies and programs.

 
Building Person-Centered Support   (SOW-263)   3.00 s.h.  
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Course Description
This course enables students to describe the differences between system-centered & person-centered approaches. Identify implications of new relationships between agency/staff & individuals with developmental disabilities, their families, friends, & community. List service options in residential, vocational & family support areas. Describe the pivotal role of the middle manager in the new service paradigm.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Define system-centered and person-centered approaches.
  • Explain the differences between the system-centered and person-centered approaches.
  • Identify implications of new relationships between agency/staff and individuals with developmental disabilities, their families, friends, and community.
  • Identify service options in residential, vocational, and family support areas.
  • Summarize the role/programs of the various service options in residential, vocational, and family support areas.
  • Explain the pivotal role of the middle manager in the service paradigm.

 
Secondary Reactor Systems   (NUC-332)   3.00 s.h.  
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Course Description
Covers secondary plant fluid cycle system, main steam system, moisture separator reheaters, condenser and air removal system, condensate system, and the feedwater system. The first component consists of an overview of the secondary plant steam and water cycle as a Rankine cycle. The remaining components each describe the functions, design, and operation of a major system in the secondary fluid cycle and the interrelationships and interfaces between those systems.

Learning Outcomes
Through the Portfolio Assessment process, students will demonstrate that they can appropriately address the following outcomes:

  • Describe the components of the simple Rankine cycle and their functions
  • Describe additional components utilized to increase the efficiency of the simple Rankine cycle, such as turbine stages, condensate heater stages, feedwater heater stages, and condenser hoggers
  • Explain the difference between circulating water pumps and service water pumps
  • State the difference between essential service water and non-essential service water. List essential service water and non-essential service water heat loads
  • Describe the turbine generator system and explain how it is synched to the grid
  • List emergency power systems and sources on site (diesels, dams, station batteries) the loads transferred to them, and the conditions for load transfer

 
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