Client Relations #1261
2015-2016 Program Handbook
OntarioLearn
Conestoga College Institute of Technology and
Advanced Learning
Note: This is a companion document to the current
Conestoga Student Guide.
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Contents
1.
WELCOME .............................................................................................................. 3
2.
PROGRAM HANDBOOK GUIDELINES .................................................................. 4
3.
PROGRAM STAFF CONTACT INFORMATION ...................................................... 4
3.1
4.
Program Faculty ................................................................................................. 4
PROGRAM OVERVIEW .......................................................................................... 4
4.1
Program Description .......................................................................................... 4
4.2
Program Design ................................................................................................. 4
4.2.1
5.
Program Learning Outcomes....................................................................... 5
PROGRAM INFORMATION AND REQUIREMENTS .............................................. 6
5.1
Program Enrolment ............................................................................................ 6
5.2
Academic Assistance ......................................................................................... 6
5.3
Academic Dates ................................................................................................. 6
5.4
Academic Probation ........................................................................................... 6
5.5
Academic Standing and Promotion .................................................................... 6
5.6
Attendance ......................................................................................................... 6
5.7
Awards ............................................................................................................... 6
5.8
Clearance of Academic Deficiency..................................................................... 7
5.9
Course Add/Drop ............................................................................................... 7
5.10
Credit Transfer/Exemptions ............................................................................ 7
5.11
Program-Specific Pathways ............................................................................ 7
5.12
Discontinuance ............................................................................................... 7
5.13
Equipment Supplies and Texts ....................................................................... 7
5.14
Evaluations (deadlines, tests, and examinations) ........................................... 8
5.15
Graduation ...................................................................................................... 8
5.16
Program Progression ...................................................................................... 8
5.17
Re-admission Requirements ........................................................................... 8
5.18
Student Feedback ........................................................................................... 8
6.
STUDENT SERVICES ............................................................................................. 9
7.
FACILITY INFORMATION ....................................................................................... 9
8.
SAFETY PROTOCOLS ............................................................................................ 9
9.
CONESTOGA POLICIES AND PROCEDURES ...................................................... 9
10.
PROGRAM REVISION LOG ................................................................................. 9
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1. WELCOME
Welcome to Conestoga!
This program handbook has been designed to provide you with information specific to
Client Relations #1261. It is a companion document to the Student Guide.
We are proud of the programming we offer and the pathways that are available here at
Conestoga.
Like you, more and more students are electing to further their education through online
study, given the many benefits it provides. As a program offered through OntarioLearn,
the course material is accessible 24 hours a day, 7 days a week, and is ideal for those
who are unable to attend regularly scheduled classes. You can take courses from the
comfort of home or almost anywhere, accessing the program courses at your
convenience.
Our faculty members are chosen not only for their subject matter expertise, but also for
their passion for adult learning through the sharing of their knowledge and
experience. Whether it be in a face-to-face, mixed, hybrid or online environment, our
faculty have the teaching expertise to help you succeed in your educational goals.
I wish you the best in your studies and encourage you to contact us if you have any
questions about the program.
Sincerely,
Sandra Schelling
Dean, Educational Technology, Continuing Education and Corporate Training
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2. PROGRAM HANDBOOK GUIDELINES
The purpose of this handbook is to provide students with program-specific details and
other important information. The material in this handbook is accurate at the date of
posting, and is applicable for the current academic year. Students will be informed of
handbook changes that occur, if any, through college email. Program handbooks are
updated yearly and students must check their program handbook for the current edition.
3. PROGRAM STAFF CONTACT INFORMATION
Dean, Continuing Education, Educational Technology & Corporate Training
Sandra Schelling
Doon Campus, Welcome Centre
(519) 748-5220 ext. 3221
sschelling@conestogac.on.ca
Program Administrator/OntarioLearn:
Debbie Richardson
Doon Campus, Welcome Centre
(519) 748-5220 ext. 2488
drichardson@conestogac.on.ca
3.1 Program Faculty
Contact information for this faculty will be provided on the first day of related courses.
4. PROGRAM OVERVIEW
4.1 Program Description
This online program provides students with exposure to strategies and techniques that
will help them to solidify and enhance their client relations skills and to build positive,
lasting relationships with clients. The program prepares graduates to build teams of staff
dedicated to excellent service delivery. Graduates will gain skills to identify, mitigate and
avoid confrontational situations with internal and external clients and to create and
promote an organizational service culture.
The program is directly applicable to employment in all sectors, but would be of
particular worth to those serving directly in the service sector (retail, hospitality, contact
centre, business office, etc.).
Note: Students should refer to OntarioLearn for an up-to-date listing of courses.
4.2 Program Design
Students can find their program design on the Student Portal by following the steps
below:
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1. Log in to Student Portal
2. Click on ‘My Courses’ tab
3. Select ‘View Progress Report’ button
Courses are listed by level/semester.
Students can also view courses for the most current program design for this academic
year on the Conestoga College website Client Relations #1261. To find these courses,
scroll down the page to the ‘Program Courses’.
4.2.1 Program Learning Outcomes
1. Use a variety of strategies to build and maintain customer relationships.
2. Discuss the impact of corporate culture on customer service.
3. Create a customer service culture action plan that identifies gaps between
current and desired practice.
4. Identify effective strategies in the development and maintenance of client
relationships.
5. Identify strategies for the development of effective teams.
6. Discuss ethical leadership in the 21st century.
7. Describe the contemporary Canadian business environment, organization,
leadership and management decision process and its influence on the behavior
of groups and individuals
8. Define the communication process and identify and overcome the barriers to
communicating.
9. Determine the uses of questioning skills to gather and clarify information in the
oral communication process.
10. Determine the type of communication to be used for effective delivery of
information within the organization, depending on direction and purpose.
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5. PROGRAM INFORMATION AND REQUIREMENTS
5.1 Program Enrolment
Did you know that in order to graduate from this program, you must first submit a
program application for acceptance?
Why should you complete a program application and be accepted in to this program?
•
•
You will receive course and program communication updates.
Credit for courses which are part of your program will be honoured despite
program requirement changes.
For more information please see the Program Application Form.
5.2 Academic Assistance
Academic assistance is available to students through a variety of avenues. The program
coordinator/academic advisor and faculty can advise students on specific program and
course information such as adding/dropping courses, etc. Access the Conestoga
website for assistance provided through Accessibility Services.
5.3 Academic Dates
Program start and end dates, holidays and deadlines for course add/drop, and
withdrawal are located in the Student Guide. Course changes (add/dropping) may also
be made through the Student Portal under the “My Courses” tab.
Note: Not all programs follow listed dates. Contact your program coordinator or
administrator for more information.
5.4 Academic Probation
For more information visit the College Policies, Procedures and Guidelines webpage
then click on the Academic Administration side tab and search for the document entitled
Academic Standing and Promotion Requirements Procedure.
5.5 Academic Standing and Promotion
Students are required to successfully pass all courses by meeting the specified
minimum requirements in order to continue with the program.
5.6 Attendance
The attendance policy varies from course to course. For more information please refer
to your course outline.
5.7 Awards
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Visit the Financial Aid and Student Awards Office on Conestoga’s website for more
information.
5.8 Clearance of Academic Deficiency
During a student’s academic career, there may be occasions when the student’s
performance results in a failing grade for a course. Conestoga grants students the
opportunity to raise this grade to the minimum passing grade under specific
circumstances.
For more information visit the College Policies, Procedures and Guidelines webpage
then click on the Academic Administration side tab and search for the document entitled
Clearance of Academic Deficiency.
5.9 Course Add/Drop
For more information regarding course add/drop, please refer to the Continuing
Education Part-time Studies section of the Student Guide located in the Student Portal.
It is strongly recommended that students consult their program coordinator/program
administrator prior to dropping a course or for more information.
5.10 Credit Transfer/Exemptions
Please see the Student Guide for more details regarding credit transfer/exemptions.
5.11 Program-Specific Pathways
There are a number of different opportunities available to students who want to continue
studying at Conestoga. For more information regarding program-specific pathways visit
the Conestoga Pathways webpage.
5.12 Discontinuance
Students may be discontinued from a program if they do not meet specific academic
standards.
For more information visit the College Policies, Procedures and Guidelines webpage
then click on the Academic Administration side tab and search for the document entitled
Discontinuance Policy.
5.13 Equipment Supplies and Texts
For the most current listing of the required textbook(s) and/or supplies for each course,
please visit the course details page Course Details.
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5.14 Evaluations (deadlines, tests, and examinations)
Copying and plagiarism of assignments will be dealt with in accordance with College
Policy regarding Academic Integrity.
Attendance for exams and tests is mandatory. If you miss an exam or test then a grade
of 0% will be assigned and a re-write will not be permitted. The only time a re-write will
be arranged is when you can provide a medical certificate stating due to illness or other
authorized reasons you were unable to write the exam or test on the scheduled day.
Faculty may choose to handle the makeup tests/exams directly or use the test centre
service.
For more information visit the Testing & Assessment Services webpage.
5.15 Graduation
Students are eligible to graduate upon completion of all academic requirements in their
program of study. Please contact the Registrar's Office for more information.
5.16 Program Progression
Students actively registered in cohort delivered programs who take longer than the
designed program length of time to complete their studies are accountable for
completing any new or additional courses resulting from changes in the program of
study. Unless otherwise stated, students registered in non-cohort delivered programs
must complete the program of study seven admitted to the program.
5.17 Re-admission Requirements
Please see the Student Guide for more information regarding re-admission
requirements.
5.18 Student Feedback
Student feedback is an essential component of our continuous improvement process.
Student Appraisal of Teaching
The OntarioLearn Evaluation Survey allows direct feedback from students on teaching
for a particular course. Completion of the survey gives teachers and academic
managers valuable information.
Students complete an electronic copy and a summary of results is prepared by
OntarioLearn. The report is sent to the Academic Manager who shares the report with
the faculty member AFTER all marks for the semester have been collected.
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6. STUDENT SERVICES
Refer to the Student Guide for information on Student Services including Accessibility.
7. FACILITY INFORMATION
Refer to the Student Guide for information on after-hours parking, classroom and
computer labs.
8. SAFETY PROTOCOLS
Refer to the Student Guide for Conestoga’s Safety and Security Services and
procedures.
9. CONESTOGA POLICIES AND PROCEDURES
A Student Protection Acknowledge confirmation pop-up will appear once an
applicant/student logs into the Student Portal. A PDF directs students to policies and
procedures relevant to their academic responsibilities. Policies and procedures are
searchable on Conestoga’s website. Students are advised to review and comply with all
policies and procedures including the following:
• Academic Dispute and Resolution Policy/Procedure
• Academic Integrity Policy
• Academic Recognition Policy
• Academic Credential Procedure
• Clearance of Academic Deficiency Policy/Procedure
• Co-operative Education Policy
• Discontinuance Policy/Procedure
• Eligibility to Participate in Co-op Work Terms Policy/Procedure
• Evaluation of Student Learning Policy/Procedure
• Grading Procedure
• Graduation Requirements and Convocation Procedure
• Honours Policy/Procedure
• Program/Course (Cohort) Withdrawal Procedure
• Student Concerns and Issues/Procedure
• Student Fees Policy
• Student Feedback Policy
• Violation of Academic Integrity Procedure
10.
PROGRAM REVISION LOG
Revision Date
01/08/2014
01/07/2015
Summary of changes
Original handbook creation.
Updated per CCQI.
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