Service Sector Management Specialist (SSM1)  Technical Certificate of Credit

Introduces the fundamental concepts terminology and operations necessary to use computers. Emphasis is placed on basic functions and familiarity with computer use. Topics include an introduction to computer terminology the Windows environment Internet and email word processing software spreadsheet software database software and presentation software.

Develops skills and behaviors necessary for successful supervision of people and their job responsibilities. Emphasis will be placed on real life concepts personal skill development applied knowledge and managing human resources. Course content is intended to help managers and supervisors deal with a dramatically changing workplace being affected by technology changes a more competitive and global market place corporate restructuring and the changing nature of work and the workforce. Topics include: Understanding the Managers Job and Work Environment; Building an Effective Organizational Culture; Leading Directing and the Application of Authority; Planning Decision-Making and Problem-Solving; Human Resource Management Administrative Management Organizing and Controlling.

Develops an understanding of how fostering employer/employee relationships in the work setting improves work performance. Develops legal counseling and disciplinary techniques to use in various workplace situations. . Topics include: the definitions of coaching counseling and discipline; importance of the coaching relationship; implementation of an effective counseling strategy; techniques of effective discipline; and performance evaluation techniques.

Addresses the challenges of improving the performance and career potential of employees while benefiting the student in their own preparation for success in the workplace. The focus is on both training and career and personal development. Shows the student how to recognize when training and development is needed and how to plan design and deliver an effective program of training for employees. Opportunities are provided for the student to develop their own career plans assess their work-related skills and practice a variety of skills desired by employers. Topics include: developing a philosophy of training; having systems approach to training and development; the context of training; conducting a needs analysis; critical success factors for employees: learning principles; designing and implementing training plans; conducting and evaluating training; human resource development and careers; personal career development planning; and applications in interpersonal relationships and communication.

This course focuses on supervision in the service sector with special emphasis on team building quality management and developing a customer focus. The challenge of providing world-class customer service is addressed through sections on principles of service industry supervision career development problem solving stress management and conflict resolution. Topics include: principles of service industry supervision team building customer service operations TQM in a service environment business software applications communication in the service sector introduction to information systems selling principles and sales management retail management and legal issues in the service sector.

Develops a working knowledge of managing a retail business from a variety of perspectives with an emphasis on store management. The emphasis is on contemporary issues in retailing, particularly the process of supervising customer service and dealing with the changing demographics of retailing. An application focus on the use of information technologies, the internet, and electronic retailing is intended to give the student hands-on experience in retail management. Topics include: strategic retail management; store, non-store, and nontraditional retailing; retail human resource management; developing a customer-focused service strategy; managing customer service; retail operations and financial management; merchandise management; buying and inventory management; global, cataloging, and electronic retail management, information technology applications in retailing.

Provides a basic understanding of project management functions and processes. Topics include: team selection and management; project planning definition and scheduling of tasks; resource negotiation allocation and leveling; project control monitoring and reporting; computer tools for project planning and scheduling; managing complex relationships between project team and other organizations; critical path methodology; and total quality management.