COURSE SYLLABUS AND INSTRUCTOR PLAN INTRO TO HOSPITALITY INDUSTRY HAMG 1321 KAREN CRUMP

Transcription

1 WACO, TEXAS COURSE SYLLABUS AND INSTRUCTOR PLAN INTRO TO HOSPITALITY INDUSTRY KAREN CRUMP AN EQUAL OPPORTUNITY INSTITUTION FALL 2014

2 Course Description: Intro to Hospitality Industry Provides an in-depth view of the service industry and the various types of businesses included as well as a detailed overview of the hotel business and the operational departments within. Will address leadership and management development, planning, organization, communication and decision-making and implementing controls. Profiles industry leaders and experts, case studies and specific companies as tools in the learning process. Prerequisites and/or Corequisites None Course Notes and Instructor Recommendations: Students are to prepare for each class period by reading the assigned chapter and answering the review questions and exercises as a means of preparing for daily discussions, quizzes and tests. Homework assignments will be given with designated due dates. Class discussions will center on chapter topics and current events. Studying outside the classroom will be necessary to pass this course. There will also be team assignments in which students will be required to work as a group to accomplish the task. Software programs that will be used include Word and PowerPoint. These programs will be needed for papers and projects as assigned. Computers in the Office Technology lab will have this software available. Because professional image is important in the hospitality industry and business world, students will be asked to dress professionally for presentations, field trips (if any are taken) and other times as designated. Students will need to check Blackboard and listen in class for updates concerning the course and tentative schedule. Instructor Information: Instructor Name: Karen Crump MCC kcrump@mclennan.edu Office Phone Number: Office Location: BT 213 Office/Teacher Conference Hours: 12:30 1:30 on Mondays and Wednesdays Other Instruction Information: Available for appointments outside office hours Page 2 of 23

3 Required Texts & Materials: Title: Introduction to Hospitality Management Author: John R. Walker Edition: 4 th Edition Publisher: Pearson ISBN: Recommended Supplies but not required: USB Drive Pocket folder for handouts Notebook Journal Highlighter Pens/Pencils Methods of Teaching and Learning: Lecture/Discussion Written Reports Group/Individual Projects and Presentations Exams Quizzes Student Performance Course and/or Competencies SCANS Each objective in this syllabus is identified with a reference to SCANS to indicate that the objective teaches one or more of the SCANS competencies. SCANS is the acronym for the Secretary s Commission on Achieving Necessary Skills (SCANS) and are described in the commission s report as being designed to prepare America s students and workers for today s high skills workplace. At the end of each objective, the SCANS competencies that are taught are noted by Workplace or Foundation and the category and corresponding letter of the competency. Appendix A at the end of the syllabus gives the SCANS competencies in their complete format. A matrix of the SCANS covered in the course is also found in Appendix At the conclusion of the course, the student will have acquired the knowledge, skills, and attitudes which will enable him/her to write effectively in the chosen career. Page 3 of 23

4 COMPETENCY #1: DEVELOP A PERSONAL MISSION STATEMENT A. The student will be able to define the characteristics of the hospitality industry. B. The student will be able to explain corporate philosophy. COMPETENCY #2: IDENTIFY WAYS TO IMPROVE SERVICE IN A HOSPITALITY/FOOD AND BEVERAGE BUSINESS A. The student will identify the significance of quality service and why it has become such an important facet of the hospitality industry. B. The student will identify various service models being used in today s industry COMPETENCY #3: SPEAK WITH AUTHORITY ON THE VARIOUS HOTEL CLASSIFICATIONS AND BUSINESS MODELS THAT ARE IN THE MARKETPLACE AND THE ADVANTAGES AND DISADVANTAGES OF EACH A. The student will describe hotel ownership and development via hotel franchising and management contracts. B. The student will classify hotels by type, location and price. C. The student will assess the benefits and growth of vacation ownership. D. The student will be able to name some prestigious and unusual hotels. COMPETENCY #4: DEVELOP EFFECTIVE STRATEGIES FOR A HOTEL S SUCCESS IN ROOMS DIVISION OPERATIONS Page 4 of 23

5 A. The student can communicate the duties and responsibilities of key executives and department heads. B. The student can create an organizational chart of the rooms division of a hotel and identify the executive committee members. C. The student will examine the main functions of the rooms divisions departments. D. The student will review property management systems and implement yield management. E. The student will calculate occupancy percentages, average daily rates, and actual percentage of potential rooms revenue. F. The student will outline the importance of the reservations and guest services functions. G. The student will list the complexities and challenges of the concierge, housekeeping, and security/loss prevention departments. COMPETENCY #5: DEVELOP EFFECTIVE STRATEGIES FOR A HOTEL S SUCCESS IN FOOD AND BEVERAGE OPERATIONS A. The student can communicate the duties and responsibilities of a food and beverage director and other key department heads. B. The student can describe a typical food and beverage director s day. C. The student will be able to state the functions and responsibilities of the food and beverage departments. D. The student will perform computations using key food and beverage operating ratios. COMPETENCY #6: CONTRIBUTE TO AN ESTABLISHMENT S USE OF ALCOHOL AS A REVENUE GENERATING SOURCE Page 5 of 23

6 A. The student can describe the main grape varieties. B. The student will be able to suggest appropriate pairings of wine with food. C. The student will identify the various types of beer. D. The student will list the types of spirits and their main ingredients. E. The student will be able to explain a restaurant s liability in terms of serving alcoholic beverages. COMPETENCY #7: DEVELOP EFFECTIVE STRATEGIES FOR SUCCESS IN RESTAURANT OPERATIONS A. The student can describe restaurant operations for the front of the house. B. The student will be able to forecast business. C. The student can outline back-of-house operations. Given the textbook and in-class discussions, the student will be able to identify key elements of an income statement. D. The student will be able to name the key restaurant operating ratios. E. The student will outline the functional areas and tasks of a restaurant manager s job. COMPETENCY #8: EXAMINE THE INDUSTRY OF MANAGED SERVICES A. The student can outline the different managed services segments. B. The student will distinguish managed services operations from commercial ones. Page 6 of 23

7 C. The student can recognize the need for and trends in elementary and secondary school foodservice. D. The student can explain the complexities in college and university food service. E. The student will identify characteristics and trends in health care, business and industry, and leisure and recreation foodservices. COMPETENCY #9: EXAMINE THE IMPACT OF TOURISM ON THE HOSPITALITY INDUSTRY A. The student will define the meaning of tourism. B. The student will outline the important international and domestic tourism organizations. C. The student can describe the economic impact of tourism. D. The student can identify promoters of tourism. E. The student can list reasons why people travel. F. The student can describe the sociocultural impact of tourism as well as ecotourism. COMPETENCY #10: EXAMINE THE IMPACT OF RECREATION, ATTRACTIONS AND CLUBS ON THE HOSPITALITY INDUSTRY A. The student can discuss the relationship of recreation and leisure to wellness B. The student can explain the origins and extent of government-sponsored recreation. C. The student can distinguish between commercial and noncommercial recreation. D. The student can identify various types of rccreational clubs. E. The student can identify the major US theme parks. F. The student can describe the operations of a country club. Page 7 of 23

8 COMPETENCY #11: ANALYSIS OF GAMING ENTERTAINMENT A. The student can outline the history of modern casinos B. The student can describe the various components of modern casino hotels. C. The student can explain how casinos have been integrated into larger hospitality operations. D. The student can better appreciate the spread of casino gaming across the US and throughout the world. E. The student can understand the basic principles of casino operations. F. The student can discuss the different positions within the gaming industry. COMPETENCY #12: STUDY OF THE IMPORTANCE OF MEETINGS, CONVENTIONS, EXPOSITIONS AND SPECIAL EVENTS TO THE HOTEL INDUSTRY. A. The student can identify the major players in the convention industry. B. The student can describe destination management companies. C. The student can describe the different aspects of being a meeting planner. D. The student can describe the different types of contractors. E. The student can explain the different types of meetings, conventions and expositions. F. The student can list the various venues for meetings, conventions and expositions. G. The student can define a special event and describe what event planners do. H. The student can classify special events and outline the skills and abilities required for event management. Page 8 of 23

9 I. The student can identify the main professional organizations and associations involved with the special events industry. COMPETENCY #13: LEADERSHIP AND MANAGEMENT A. The student can identify the characteristics and practices of leaders and managers. B. The student can define and distinquish leadership and management. C. The student can describe key management functions. COMPETENCY #14: PLANNING A. The student can describe the importance of planning. B. The student can discuss the merits of the different types of planning. C. The student can explain how goals are set and strategies are developed. D. The student can identify the seven steps in operational planning. COMPETENCY #15: ORGANIZING A. The student can describe organizational structure and design. B. The student can explain why structure and design are important to an organization. C. The student can identify the key elements of organizational structure. D. The student can explain team-based structures and why organizations use them. Page 9 of 23

10 E. The student can describe matrix structures, project structures, independent business units and boundaryless organizations. COMPETENCY #16: COMMUNICATION AND DECISION MAKING A. The student can define communication and list barriers to effective interpersonal communication and how to overcome them. B. The student can differentiate between formal and informal communication. C. The student can outline the 8 steps in the decision-making process. D. The student can identify situations in which a programmed decision is a better solution than a nonprogrammed decision. E. The student can differentiate the decision conditions of certainty, risk and uncertainty. COMPETENCY #17: CONTROL A. The student can define control B. The student can explain the importance of control. C. The student can describe the 4-step control process. D. The student can distinguish among the 3 types of control. E. The student can identify financial controls. F. The student can explain the qualities of an effective control system. G. The student can outline the contemporary issues in control. Page 10 of 23

11 COURSE SCHEDULE - INTRO TO HOSPITALITY INDUSTRY Tentative Schedule, Fall 2014 Changes will be announced in Class and/or posted on Blackboard DATE SLO ACTIVITIES 8-25 Orientation to the Class - Read Instructor Plan Review Safety, TLC Computer Project, MyAlert Discuss semester project Assignment - Read Chapters 1: Introducing Hospitality and Chapter 2: The Hotel Business; Answer Review Questions at the end of each chapter; Write a personal mission statement 8-27 **Turn in Review Questions at beginning of class **Turn in Personal Mission Statement Discuss Chapters 1 and 2 Discuss journal project Assignment: Read Chapter 3: Rooms Division Operations; Answer Review Questions at the end of chapter. Complete the Suggested Activity at end of chapter Labor Day Holiday 9-03 **Turn in Review Questions and Suggested Activity from Chapter 3 at beginning of class **Turn in semester project idea - need hotel name and general manager Discuss Chapter 3 Rooms Division Operations Assignment: Read Chapter 4: Food and Beverage Operations and Chapter 5: Beverages; Answer Review Questions at the end of each chapter **Journals due at beginning of class **Turn in Review Questions from Chapters 4 and 5 at beginning of class Discuss Chapters 4 and 5 Assignment: Study for test on Chapters 1-5 Page 11 of 23

12 9-10 *Return journals TEST ON CHAPTERS 1-5 Assignment: Read Chapter 7: Restaurant Operations; Answer Review Questions at end of chapter **Turn in review questions from Chapter 7 at beginning of class Review Chapters 7 Assignment: Read Chapter 8: Managed Services; Answer Review Questions at end of chapter 9-17 **Turn in review questions from Chapter 8 at beginning of class Review Chapter 8 Assignment: Read Chapter 9: Tourism; Answer Review Questions at end of chapter **Turn in review questions from Chapter 9 at beginning of class 9-24 Review Chapter 9 Assignment: Read Chapter 10: Recreation, Attractions, and Clubs; Provide a listing of all local places that fall under these categories for our local hotels Field trip to Chamber of Commerce 9-29 **Turn in list of local recreation, attractions and clubs **Turn in journal Review Chapter 10 Assignment: Study for Test on Chapters *Return journals Review of Chapters 7-10 TEST ON CHAPTERS 7-10 Assignment: Read Chapter 11: Gaming Entertainment; Complete Review Questions Question 5 only and Internet Exercise #2 Page 12 of 23

13 10-08 **Turn in Chapter 11 Review Question and Internet Exercise Review Chapter 11 Assignment: Read Chapter 12: Meetings, Conventions and Expositions; complete Review Questions at end of chapter; Study for Quiz on Chapter 11: Gaming Entertainment **Turn in Review Questions from Chapter 12 at beginning of class Quiz Chapter 11 Review Chapter 12 Assignment: Read Chapter 13: Special Events; Answer Review Questions at end of Chapter **Turn in review questions from Chapter 13 at beginning of class Review Chapter Assignment: Read Chapter 14: Leadership and Management; Complete the Case Study: Performance Standards and the Case Study: Reluctant to Change at end of chapter Guest Speaker: Waco Convention Center representative/potential Tour **Turn in both case studies from Chapter 14 at beginning of class Review Chapter Assignment: Study for Test on Chapters TEST CHAPTERS Assignment: Update semester project checklist; Read Chapter 15: Planning; Complete Case Study: Shells Seafood Restaurant **Turn in updated semester project checklist at beginning of class Review Chapter 15; work on Case Study: Shell s Seafood Restaurant in class Assignment: Read Chapter 16: Organizing; TEAM PROJECT: Chapter 16:Organizing Apply Your Knowledge, pg Review Chapter 16 Assignment: Continue working on TEAM PROJECT Page 13 of 23

14 11-05 **Turn in journal **Present TEAM PROJECT INTRO TO HOSPITALITY INDUSTRY Wrap up Chapter *Return journals Guest Speaker TBD Assignment: Read Chapter 17 Communication and Decision Making; Complete Case Study on Page **Turn in case study from Chapter 17 Review of Chapter 17 Assignment: Read Chapter 18: Control; Complete Case Study on Page **Turn in Case Study from Chapter 18 Review of Chapter **Turn in journals FINAL Further review of Chapter 18 Presentation skills review; in class work on final projects Thanksgiving Holiday Semester Project Presentations Semester Review Finals Week 12/8-12 TEST ON CHAPTERS This is a tentative schedule and is subject to change. Changes will be announced in class. Page 14 of 23

15 Course Grading Information: Grading Standard and Explanation Tests 30% Projects/Presentations 35% Review Questions 10% Quizzes 5% Journal 10% Attendance/Participation 10% /Professionalism INTRO TO HOSPITALITY INDUSTRY Grades will be based on percentage: A = B = C = D = F = Below 60 All graded work will be returned to the instructor for filing during the class period in which it was returned to the student. Failure to return the graded work during that class period will result in a grade of zero. Assignments may be typed or handwritten provided the penmanship is neat and legible. Exceptions to this requirement will be noted. Tests (30%) 4 exams have been schedule to cover textbook chapters, class discussions, and any additional information. Once a student receives the test, he/she forfeits the opportunity to complete the test if he/she leaves the room for any reason. Tests can be made up within one week of the scheduled exam; exceptions will be announced during class. Projects/Presentations (35%) Currently, two projects/presentations have been scheduled. They will be comprised of a written report component and a formal presentation. You will be evaluated on overall content, format, organization, and professionalism. Semester Project In Depth Hotel Study Each student will do an in-depth study of a local hotel of their choosing. They will be working with the concepts discussed in class and present these concepts both in a written format as well as a formal presentation. This project may not be turned in late! Team Project: Case Study, Pg 605 The class will be broken into teams of two that will work together on planning this event. A formal written proposal/plan will be required. Page 15 of 23

16 Journals (10%) A journal will need to be kept during the semester. The purpose is to create awareness of service in the business environment. You will be expect to document situations in which you experienced good customer service as well as bad. The format of these journals can be either typed or handwritten (legible please!). I would expect several entries on a weekly basis. Attendance/Participation/Professionalism (10%) Each student will begin the semester with 100 points; ten-point deductions will be made for the following reasons: Arriving tardy Leaving early Failure to bring textbook and/or supplies daily Using phone, computer, ipod, ipad, headphones of any kind, scheduler, etc. any electronic or non-electronic device that is not authorized for use by the instructor Disrupting self and others and inhibiting learning by any students, including but not limited to the following: talking, walking around, using profanity, using electronic devices that are not authorized for use by the instructor, using headphones, etc. Eating during class Drinking from containers that don t have screw-top lids LATE WORK, ATTENDANCE, AND MAKE UP WORK POLICIES Late Work Daily Assignments: All assignments will be due when designated. Graded assignments turned in late will receive a 10 point deduction for every day it is late up until 3 days. At that point, the assignment will be given a 0. Late Work Tests: Tests can be made up within one week of the scheduled exam; exceptions will be announced during class. Once a student receives the test, he/she forfeits the opportunity to complete the test if he/she leaves the room for any reason. A penalty of ten points will be deducted from the test grade for make-up tests unless arrangements have been pre-approved in advance. Tests not made up within one week of the scheduled exam will receive a grade of zero. If a student misses the test taken during final exam week, a grade of zero will be assigned to that test. Late Work Quizzes: Quizzes will be given during class only and students who are not present when the quiz is given forfeit the opportunity to take it. Students who do not take the quiz will receive a score of zero on it. Page 16 of 23

17 Missing Class -- Students are responsible for finding out assignments when they are absent. The class period is considered as your job, and the instructor is considered as the office manager. You are expected to arrive for class on time, be ready to start working at the scheduled time, and stay for the entire class period. If you cannot come to class or will be tardy, please notify your instructor prior to the designated class time as you would a supervisor. Notification during or after class will constitute a penalty. If you fail to notify the instructor prior to an absence or tardy, ten points will be deducted for each as described above in Professionalism/ Technique. For specific details, read Professionalism/Technique section above. STUDENT BEHAVIORAL EXPECTATIONS & CONDUCT POLICY: Disruptions that inhibit learning for any students are not permitted; including but not limited to the following examples: talking, making noise, walking around, wearing headphones, using a computer or printer for something other than class activities specific to this class period, using phone, electronic scheduler, ipod, ipad, camera, using any device whether it is electronic or not, and doing anything or using any device that distracts any students, etc. Students who fail to comply with these guidelines will be asked to stop the distraction. If the distraction continues, the student will be asked to leave class. Alcohol, drugs, and tobacco are not allowed in the classroom; and students should not attend class under the influence of them nor with the smell of any of them. Students who do not comply with this guideline will be asked to leave class. Consequences for failure to comply with all class rules set forth within this plan will have the following consequences: (1) The student being asked to comply with the rules (penalties specified in the syllabus will stand as stated.) (2) If the student fails to comply, the student will be asked to leave the room for the remainder of the class for that day. (3) Subsequent incidents will result in a conference with the Program Director, Division Director, and/or the Dean for further disciplinary actions which could include being dropped from the course. It is the student s responsibility to make up any missed work by the original deadline for the work missed due to a disciplinary action. Textbook Bring textbook every class period when chapters are being discussed; sharing is prohibited. Cell Phones Not visible and set on vibrate. If you use your phone instead of a watch, please avoid looking at the time during class wear a watch if you need to see the time. If a student uses a phone for any reason during class, the instructor may take the phone to her desk where it will remain during class. If the student is expecting an emergency call, the instructor must be informed before class begins, the phone must be set to vibrate, and the student will take it into the hallway to handle the situation. Be seated and ready for class to begin at the official start time and remain seated until class is dismissed; moving around during class is disruptive to everyone. Stay awake. The instructor may ask sleeping students to leave or stay awake and participate in class. Sleeping through half or more of a class period may constitute an absence. Those sleeping at the end of class may be left in the room when class is dismissed. Food isn t allowed in class. Page 17 of 23

18 Children are not allowed in class. Drinks with screw-on lids are permitted if the student leaves the lid in place and sets the drink on the floor. Canned drinks or drinks without screw-on lids are not permitted. MCC ACADEMIC INTEGRITY STATEMENT: The Center for Academic Integrity, of which McLennan Community College is a member, defines academic integrity as a commitment, even in the face of adversity, to five fundamental values: honesty, trust, fairness, respect, and responsibility. From these values flow principles of behavior that enable academic communities to translate ideals into action. Individual faculty members determine their class policies and behavioral expectations for students. Students who commit violations of academic integrity should expect serious consequences. For further information about student responsibilities and rights, please consult the McLennan website and your Highlander Student Guide. Instructor Academic Integrity Statement: Sharing information (giving or receiving) of any format is cheating, or using any information during a test or in-class assignment that is not authorized by the instructor for use is cheating. Students are responsible for doing their own work and not sharing or using unauthorized materials on assignments, tests, and/or homework with others. Use of any electronic devices, including but not limited to calculators, computers, cameras, phones, schedulers, ipods, ipads, headphones, etc. is prohibited during class unless it is authorized by the instructor; and if they are authorized for use, sharing information will not be allowed. Plagiarism is not allowed. If information is used that is not original, the author should be given credit. If instructor suspects cheating or any ethical misconduct, it is up to the student to be able to prove that the instructor is incorrect. Students suspected of any kind of ethical misconduct may be asked to meet in the instructor s office to discuss the situation. Students involved in cheating, plagiarism, disrespectful behavior, or any ethical misconduct may be referred to the Division Chair of Business Programs who may refer them for campus disciplinary action. A grade of zero (0) will be assigned for the work in question to each person participating, and consequences could include failure of the course and/or expulsion from MCC. If a student is found to be guilty of cheating or ethical misconduct more than once in the class, consequences could include failure of the course and/or expulsion from MCC. MCC ATTENDANCE POLICY: Regular and punctual attendance is expected of all students, and each instructor will maintain a complete record of attendance for the entire length of each course, including online and hybrid courses. Students will be counted absent from class meetings missed, beginning with the first official day of classes. Students, whether present or absent, are responsible for all material presented or assigned for a course and will be held accountable for such materials in the Page 18 of 23

19 determination of course grades. In the case of online and hybrid courses, attendance will be determined in terms of participation, as described in the course syllabus. Please refer to the Highlander Guide for the complete policy. Instructor Attendance Policy -- Regular and punctual attendance is expected of all students. The instructor will maintain a complete record of attendance for the entire length of the semester starting the first day of classes. Students will be counted absent from class meetings missed. Students, whether present or absent, are responsible for all material presented or assigned for a course and will be held accountable for such materials in the determination of course grades. Absence from 25 percent of scheduled lecture and/or laboratory meetings (8 days) will be taken as evidence that a student does not intend to complete the course, and the student will be withdrawn from the course with a grade of W. If the student s 25 percent absences are reached after the official drop date, the instructor may assign a W if the student is passing and requests to be withdrawn. However, if a student who is not passing reaches the 25 percent point after the official drop date, the student will receive an F. Each absence will count toward attendance requirements in each course. Attendance will be checked about three minutes after the official start time of the class. Anyone not present at that time will be marked absent for the entire class period. Those who arrive after the official start time will be counted as tardy. For attendance purposes, three tardies will equal one absence. ADA STATEMENT: In accordance with the requirements of the Americans with Disabilities Act (ADA), and the regulations published by the United States Department of Justice 28 C.F.R (a), MCC s designated ADA coordinators, Dr. Drew Canham Vice President, Student Success and Mr. Gene Gooch - Vice President, Finance and Administration shall be responsible for coordinating the College s efforts to comply with and carry out its responsibilities under ADA. Students with disabilities requiring physical, classroom, or testing accommodations should contact Ms. Renee Jacinto, Disabilities Specialist, Student Services Center, Student Development Department, Room 227 or at or rrjacinto@mclennan.edu To receive accommodations for the course, the student must give the instructor an accommodation memo from the MCC Disabilities Specialist. TITLE IX No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance. Legal Citation: Title IX of the Education Amendments of 1972, and its implementing regulation at 34 C. F. R. Part 106 (Title IX) In accordance with the requirements of the Title IX Education Amendments of 1972 MCC s designated Title IX Coordinator, Al Pollard Vice President, Program Development/EEO Page 19 of 23

20 Officer and Deputy Coordinator, Drew Canham Director of Human Resources shall be responsible for coordinating the College s effort to comply with and carry out its responsibilities under Title IX. Contact information Al Pollard, Title IX Coordinator Drew Canham, Title IX Deputy Coordinator Vice President, Program Development Vice President, Student Success McLennan Community College McLennan Community College Administration Building, Room 408 Administration Building, Room College Drive 1400 College Drive FAX FAX apollard@mclennan.edu dcanham@mclennan.edu APPENDIX A Page 20 of 23

21 WORKPLACE COMPETENCIES: Effective workers can productively use: Resources: Identifies, organizes, plans, and allocates resources A. Time--Selects goal-relevant activities, ranks them, allocates time, and prepares and follows schedules B. Money--Uses or prepares budgets, makes forecasts, keeps records, and makes adjustments to meet objectives C. Material and Facilities--Acquires, stores, allocates, and uses materials or space efficiently D. Human Resources--Assesses skills and distributes work accordingly, evaluates performance and provides feedback Interpersonal: Works with others A. Participates as Member of a Team--contributes to group effort B. Teaches Others New Skills C. Serves Clients/Customers--Works to satisfy customers' expectations D. Exercises Leadership--communicates ideas to justify position, persuades and convinces others, responsibly challenges existing procedures and policies E. Negotiates-Works toward agreements involving exchange of resources, resolves divergent interests F. Works with Diversity--works well with men and women from diverse backgrounds Information: Acquires and uses information A. Acquires and Evaluates Information B. Organizes and Maintains Information C. Interprets and Communicates Information D. Uses Computers to Process Information Systems: Understands complex inter-relationships A. Understands Systems--knows how social, organizational, and technological systems work and operates effectively with them B. Monitors and Corrects Performance--distinguishes trends, predicts impacts on system operations, diagnoses deviations in systems' performance and corrects malfunctions C. Improves or Designs Systems--suggests modifications to existing system and develops new or alternative systems to improve performance Technology: Works with a variety of technologies A. Selects Technology--chooses procedures, tools or equipment including computers and related technologies B. Applies Technology to Task--Understands overall intent and proper procedures for setup Page 21 of 23

22 and operation of equipment C. Maintains and Troubleshoots Equipment--Prevents, identifies, or solves problems with equipment, including computers and other technologies Foundation Skills (BASIC SKILLS COMPETENCIES): Competent workers in the highperformance workplace need: Basic Skills: Reads, writes, performs arithmetic and mathematical operations, listens and speaks A. Reading--locates, understands, and interprets written information in prose and in documents such as manuals, graphs, and schedules B. Writing--communicates thoughts, ideas, information, and messages in writing; and creates documents such as letters, directions, manuals, reports, graphs, and flow charts C. Arithmetic/Mathematics--performs basic computations and approaches practical problems by choosing appropriately from a variety of mathematical techniques D. Listening--receives, attends to, interprets, and responds to verbal messages and other cues E. Speaking--organizes ideas and communicates orally Thinking Skills: Thinks creatively, makes decisions, solves problems, visualizes, knows how to learn, and reasons A. Creative Thinking--generates new ideas B. Decision Making--specifies goals and constraints, generates alternatives, considers risks, and evaluates and chooses best alternative C. Problem Solving--recognizes problems and devises and implements plan of action. D. Seeing Things in the Mind's Eye--organizes, and processes symbols, pictures, graphs, objects, and other information E. Knowing How to Learn--uses efficient learning techniques to acquire and apply new knowledge and skills F. Reasoning--discovers a rule or principle underlying the relationship between two or more objects and applies it when solving a problem Personal Qualities: Displays responsibility, self-esteem, sociability, self-management, and integrity and honesty A. Responsibility--exerts a high level of effort and perseveres toward goal attainment B. Self-Esteem--believes in own self-worth and maintains a positive view of self C. Sociability--demonstrates understanding, friendliness, adaptability, empathy, and politeness in group settings D. Self-Management--assesses self accurately, sets personal goals, monitors progress, and exhibits self-control E. Integrity/Honesty--chooses ethical courses of action. Page 22 of 23

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