Course Syllabus

Course Section Information

Course Materials

Be sure that you have all the necessary materials prior to the start date of your course.

Rio Salado College has developed a unique Textbook Savings Program that uses customized textbooks and saves students up to 50% off the original price of textbooks. This textbook is included in the Textbook Savings Program and has been customized specifically for this course at Rio Salado College by Pearson Custom Publishing so that it contains information most relevant to the course. Your course materials are available through the Rio Salado College Bookstore. All materials should be verified by ISBN before purchasing at the Rio Salado Bookstore (480-517-8710 or 1-800-584-8775 or http://learnatrio.com/RL-bookstore) or from another seller.

Course Description and Competencies

Course Requirements

1. You must complete all course assessments listed in the lessons to be eligible for a passing grade. Check the due dates in your course package.
2. You are allowed to submit your assignments, including quizzes, only one time unless you have permission from your instructor to resubmit an assignment.
3. You are expected to write at a college level. Use the grading matrix (if applicable) to see how your assignments will be evaluated. Edit your work carefully before submitting it to your instructor.
4. Keep a copy of all assignments that you submit.
5. Contact your instructor if you have any questions while you are enrolled in the course.
6. Assignments must be submitted by the specified due date. If you find that you need an extension on an assignment, contact your instructor before the scheduled due date. Individual instructors will determine whether or not to grant the extension. If you do not apply for an extension, or an extension is not granted, your instructor will decide whether or not to accept the work and if points will be deducted.
7. Each student must submit his or her own original work, as outlined in the plagiarism section in the syllabus. Plagiarism can include, but is not limited to:
   • submitting work that is not your own
   • submitting work that is copied from another source such as another student, a Web site, or a print source without proper citation
   • submitting work that is paraphrased or summarized from another source without proper citation.
8. Assignments must include information summarized in your own words and personal examples in addition to quoted information from properly cited sources.
9. You must earn an average of 60% or higher on the exam(s) and/or Midterm/Final Project(s) in order to be eligible to pass the course.

Time Requirements

Three Credit Hours

Remember that this is a three credit-hour class. As such, you will need to dedicate significant time to this course. Plan to spend at least three hours on course content and at least six hours on homework for a total of at least nine hours each week. Be prepared to double your weekly class and study time if you choose an accelerated calendar.

Grading Procedure and Scale

Grading Procedure

Grading Scale

Letter grades for assignments, examinations, and the course will be determined by the following scale:

Please Note: The grading procedure for this course is based on the total number of points possible.

The grading scale is administered equally to all students in the course. Do not expect to receive a grade higher than that earned by your total points. There will be no "point adjustments” made for such things as “class participation” or other subjective factors.

Assignments will be graded based on content, incorporation of course and text concepts, and quality of writing. Even though this is not a writing course, college-level writing is expected of all students. Essays should be formatted properly; spell-checked; and reviewed for grammar, word usage, and sentence construction before being submitted. Proper formatting of essay assignments includes:

an introductory paragraph where your main ideas are presented,

body paragraph(s) where your ideas are described in detail and supported with references to the text (references are required), and

a concluding paragraph that ties everything together.

Students are expected to include citations of or references to the text or other sources to support their ideas. Proper citation format for a reference includes the name of the authors, the date of publication, and the page number, like this: (Levy & Weitz, 2007, p. 25).

The following matrix describes how assignment grades will be applied

Final Grade Options

• Letter grade (A, B, C, D, F) - Awarded if the student completes all work, including the final exams.


• Extension (in lieu of Incomplete grade) - Students may request an extension because of illness or other extenuating circumstances, if they have been doing acceptable work. The instructor will define the requirements and timelines to complete the course.
  Please Note: Instructors are not obligated to give extensions.


• Withdrawal - Students may submit a withdrawal request on or prior to the “Deadline for Student to Withdraw with Guaranteed Grade of W” indicated in the college catalog.

  Students should not contact their instructor to request a withdrawal. A student wishing to withdraw from a class within the stated timeline must do so by visiting my.maricopa.edu or by calling Student Enrollment Services at 480.517.8540 (1.800.729.1197 toll-free). In extreme circumstances, students do have the option of requesting a complete withdrawal from the college by providing Student Enrollment Services with appropriate documentation.



• Credit/No Credit Option (P/Z) - This course may be taken on a credit/no credit basis.

To receive Credit "P" grade, students must complete all course work, including exams, and attend all required meetings. A " P" grade is judged to be equivalent to a grade of "C" or higher. A No-Credit "Z" grade will be awarded for course work judged to be below the grade of "C."

It is the student's responsibility to request advisement at (480) 517-8580 concerning the transferability of a grade of "P" or "Z."  

You have a set number of days from your start date to request to change your grade option. See the table below to determine deadline based upon the length of your course

For example in a fourteen week course you will have until the 11th calendar day to request to change you grade option.

You may request to change your grade option yourself by calling Course Support at (480) 517-8243 by the deadline as outlined above.

Late or Missing Assignments

Assignments that have due dates are due on time according to the due dates. If you need to request an extension for an assignment, a request must be made to your instructor by voicemail at least one week prior to the due date.

Note: Extensions are not automatic and will be given at the instructor’s discretion.

Exams

There are no in-person exams for this course. The midterm and final exams are taken at home.

Please review the "Grading Procedure and Scale" portion of your syllabus for details about how many points the exams are worth.

• The At-Home Midterm Exam will cover concepts discussed in Lessons 1-5 (Chapters 1-7). Students will be presented with a number of scenarios. They are to choose two of the scenarios and write answers to the questions posed.


• The At-Home Final Exam will cover concepts discussed throughout the course but will focus on the second half of the class (Chapters 8-14). The format will be the same as the At-Home Midterm Exam.

Check your gradebook for specific due dates for your exams.

The exams will be in a similar format as your regular assignments. You will be allowed to use your textbook, and your answers must be a combination of your own ideas and thoughts supported by information from the text.

Exams may only be submitted one time.

Hints for Success

Your success in this course will depend to a great degree on how much effort you devote to carefully reading your lessons and the text, reviewing the learning objectives for each lesson, answering any review questions at the ends of the chapters, and practicing the key terms for the chapters. In addition:

• Use the grading matrix as you prepare your papers.
• Refer to the information about preparing your essays in the Grading Procedures and Scale section above.
• Stay in touch with your instructor and let him or her know of any questions or concerns you have during the course.

Copyright Acknowledgements

Some images used in courses are licensed as follows: Accunet/AP Multimedia Archive, http://www.clipart.com, http://www.jupiterimages.com, EBSCO Image Collection.

The following items are copyrighted and have been reproduced in this course through special permission granted by the rights holders, with all rights reserved. If permission has not yet been received, items are made available under the Fair Use Statute, Section 107 of the Copyright Act of 1976. The material is made available solely for the use of registered students in this class and may not be further distributed to any person outside the class, whether by copying or by transmission in electronic or paper form.

Andrews, Dorine C. and Karla N. Haworth “Online Customer Service Chat: Usability and Sociability Issues.” The Chronicle: Journal of Internet Marketing 2.1 (Mar 2002). Used with permission.

Babcock, Pamela. “Workplace Stress? Deal With It!” HR Magazine 54.5 (May 2009): 67-72. Used with permission.

Bordone, Robert C. “Listen up! Your Talks May Depend on It.” Negotiation (May 2007): 9-11. Used with permission.

Cain, Ron. “Developing a Values-Driven Organization.” World Trade 22.4 (April 2009): 46-47. Used with permission.

Detienne, Kristen Bell and Paul R. Timm. “How Well do Businesses Predict Customer Turnoffs?: A Discrepancy Analysis.” Journal of Marketing Management 5.2 (Fall/Winter 1995): 12-23. Used with permission.

Divita, Sal. “We Hear; That Doesn’t Mean We Understand.” Marketing News 31.7 (03/31/97): 26. Used with permission.

Greco, Susan. “Winning Back a Lost Customer.” Inc. 15.9 (Sept 1993): 25. Used with permission.

Hanks, Richard D. “Listen and Learn.” Restaurant Hospitality 91.8 (Aug 2007); 70-72. Used with permission.

“Industry Leaders Share Their Views Regarding the Growth and Trends in the Contact Center/CRM Industries.” Customer Interaction Solutions 27.8 (Jan 2009): 20-23. Used with permission.

Mabley, Kevin. “It’s Come a Long Way.” Direct 21.3 (Mar 2009): 24. Used with permission.

Norris, George A. “What is Your Favorite Time Management Strategy?” Advisor Today 96.6 (June 2001):86. Used with permission.

Tsai, Jessica. “Can You Hear Me Now?” CRM Magazine 13.4 (April 2009): 17. Used with permission.

Walkup, Carolyn. “Marketing Roundtable: Added Value is Invaluable Marketing Tool.” Nation’s Restaurant News 34.25 (06/19/2000): 76. Used with permission.

Originality of Written Assignments

Students are expected to submit work that is primarily original in nature. Failure to do so is a violation of the Maricopa County Community College District Academic Misconduct Policy https://chancellor.maricopa.edu/public-stewardship/governance/administrative-regulations/2-students/2.3-scholastic-standards/2.3.11-academic-misconduct. What does this mean?

• Quoted Passages - If you quote work from a source, a maximum of 20% of the essay may be quoted. Quoted material should support your original work, not replace it. All quoted work must be surrounded by quotation marks, should end with an in-text citation that includes the page number(s), and correspond to a reference listed at the end of the essay.


• Combined Quoted, Paraphrased and/or Summarized Passages - You can use paraphrased and summarized information for a portion of your essay provided you include a proper in-text citation(s) along with a reference list. All quoted, paraphrased, and /or summarized material must support your original work. Therefore, no more than 50% of a written assignment may be quoted, paraphrased, and/or summarized - even if properly cited, from the work of others. This would not constitute original work.


• Plagiarism Detection - All essays submitted at Rio Salado College are compared with previously submitted work to ensure students are submitting original work. You may not submit work that another student has previously submitted in a course as this violates the Academic Misconduct Policy https://chancellor.maricopa.edu/public-stewardship/governance/administrative-regulations/2-students/2.3-scholastic-standards/2.3.11-academic-misconduct.


• Assignment Sharing Web Sites - Posting or using content from Web sites where students share their assignments is considered plagiarism as it violates the Academic Misconduct Policy and will result in academic discipline.

• Artificial Intelligence (AI) tools - Turning in content created by AI essay generators or other types of AI platforms violates academic misconduct and will result in academic discipline.

Updated after Faculty approval. - Murray Inman  7/16/2020

Submitting Assignments

All assignments are listed under the "Assessing Your Learning" heading in each lesson.

Note to students: Keep a copy of everything that you submit. If your work is lost you can submit your copy for grading. If you don’t receive your graded assignment or quiz results within two or three weeks after submitting it, please contact your instructor.

The due date listed in your course calendar is the last date on which an assignment can be delivered to the Course Support Office, or postmarked.

Distance Learning Drop Box

Distance Learning students can now drop off class assignments (in an appropriately addressed envelope) and return library books, videotapes, and/or cassettes at the Distance Learning Drop Box.

The Drop Box is conveniently located along the curb in front of the Rio Salado building at 2323 W. 14th Street in Tempe.

Mailed Assignments

All mailed assignments must be properly addressed and mailed with adequate postage. Please remember all correspondence to Rio Salado College must have a return address, an addressee, and the correct postage. The U.S. Postal Service may refuse delivery if any of these three are missing. All items placed in the Rio drop box must have a return address and an addressee. Please keep a copy of all work turned in to your instructor. Assignments will not be accepted if postage is due. If you are unsure of the postage required, take the item to the post office and have it weighed.

Include the course section number and assignment identifier on the envelope below your name and return address. Envelopes that are labeled incorrectly can cause a delay in processing your work. Address your envelope as shown in this example:

Your section number can be found in your "Welcome Letter".

The Course Support staff cannot answer questions about the receipt of specific mail-in assignments. Only your instructor can do so.

Note to students: Please submit only one assignment in each envelope. The special envelopes provided to you by Rio Salado are only for computer answer sheets (Scantrons). Please mail all other assignments in separate envelopes.

Note to students: The U.S. Post Office no longer offers Sunday or holiday mail posting, and pick-up does not automatically mean that your envelope will be posted the same day. To be safe, allow extra time: mail early.

Faxed Assignments

Assignments may be faxed to (480) 377-4728 for print and mixed media courses. Your name, your instructor's name, and the course name and section numbers must appear at the top of every page. When the Course Support Office receives assignments, they are sent to your instructor for evaluation. Once your instructor has graded your assignment, they will return it to you.

Protect your hard work. Again, clearly label every page of your assignment with your name, the course and section numbers, your instructors name, and the name of the assignment as it appears in the syllabus.

Course Completion Policy

A student who registers for a Print or Multimedia course is assigned a start date and an end date. It is the student's responsibility to note due dates for assignments and to keep up with the course work.

Students may request an extension because of illness or other extenuating circumstances, if they have been doing acceptable work. The instructor will define the requirements and timelines to complete the course.

Please Note: It is the prerogative of the instructor to decide whether or not to grant the request.

Library Services

The Rio Salado Library is committed to student success and provides a variety of materials and services to enhance student learning. Utilizing Rio’s online library for your research is the best way to ensure that your sources are validated, authoritative, and appropriate for college-level coursework. Librarians are available to help you at all times via our Ask a Librarian live chat service. You can access all library services at https://learnatrio.com/31qeRec.

Academic Misconduct

Academic Misconduct includes cheating, conspiring to cheat, soliciting to cheat, attempting to cheat, plagiarism, fabrication on an assignment, or other forms of dishonest presentation.

Posting assessments on an unauthorized web site, soliciting assessment answers and the unauthorized acquisition of assessments, assessment answers, or other academic material is cheating. Turning in content created by essay generators or other types of artificial intelligence platforms is also academic misconduct.

Plagiarism includes, but is not limited to, the use of paraphrase or direct quotation of the published or unpublished work of another person without full and clear acknowledgment. It also includes the unacknowledged use of materials prepared by another person or agency engaged in the selling or sharing of term papers or other academic materials. Information gathered from the Internet and not properly identified is also considered plagiarism.

We expect every student to produce their own original, independent work. Any student whose work indicates a violation of the MCCCD Academic Misconduct Policy, including cheating and plagiarism, can expect sanctions as specified in the college catalog. This policy is located at https://district.maricopa.edu/regulations/admin-regs/section-2/2-3#11.

Rio Salado College uses software that uncovers plagiarism from student to student and other data sources on the Internet. If a student is found to have plagiarized content, grade consequences will be applied in accordance with departmental policies.

Civility Policy

The faculty of Rio Salado place a high value on the importance of general ethical standards of academic behavior and expect that communication between students and instructors or among students shall maintain the level of formality and mutual respect appropriate to any college teaching/learning situation.

Language or behavior that is rude, abusive, profane, disruptive, or threatening will not be tolerated. Activity of this type is defined as Academic Misconduct in the MCCCD Academic Misconduct Policy (AR 2.3.11). Students engaging in such behavior will be removed from the course with a failing grade. Additional sanctions may be applied pursuant to AR 2.3.11. This policy is located at https://district.maricopa.edu/regulations/admin-regs/section-2/2-3#11.

Requirement for Active Class Participation

Please note that students may be withdrawn from class for non-participation.

If you receive financial aid of any kind, it is your responsibility to protect your eligibility to receive financial aid by meeting the active participation requirements of this class.

Change of Address

Please notify Course Support at (480) 517-8243 or by email at course.support@riosalado.edu. Please include your name, student number, phone number, and new address including city, state, and zip code.

Classroom Accommodations for Students with Disabilities

In accordance with the Americans with Disabilities Act, the Maricopa County Community College District (MCCCD) and its associated colleges are committed to providing equitable access to learning opportunities to students with documented disabilities (e.g. mental health, attentional, learning, chronic health, sensory, or physical). Each class/term/semester that a student is in need of academic adjustments/accommodations, the qualified student is required to work with the Disability Resources & Services Office (DRS) at their individual college(s). Contact with the DRS should be made as soon as possible to ensure academic needs are met in a reasonable time. New and returning students must request accommodations each semester through DRS Connect online services. To learn more about this easy process, please contact your local DRS office.

If you have not yet established services through DRS, but have a temporary health condition or permanent disability that requires accommodations, you are welcome to contact DRS by using the information listed on the following webpage: https://district.maricopa.edu/consumer-information/disability-resources/contacts. The DRS offers resources and coordinates reasonable accommodations for students with disabilities and/or temporary health conditions qualifying for accommodations/academic adjustments. Reasonable accommodations are established through an interactive process between you, your faculty, and DRS; and only those academic adjustments/reasonable accommodations granted by the DRS are recognized by the college and District. It is the policy and practice of the MCCCD to create inclusive and accessible learning environments consistent with federal and state law.

Retrieved from https://district.maricopa.edu/mandatory-drs-title-ix-syllabus-statements on 09/27/2019.

Rio Salado College Disability Resources & Services

Religious Accommodations

Rio Salado College will reasonably accommodate the religious needs, observances, and practices of their students, when requested and the requests are made in accordance with the procedures set forth in ND-4. Any student may request a religious accommodation by making a written request for an accommodation to the appropriate faculty member using the Religious Accommodation Request form. To the extent possible, requests must be made at least two (2) weeks before the requested absence from class due to religious holiday or day of observance.

Title IX Statement

Addressing Incidents of Sexual Harassment/Assault, Dating/Domestic Violence, and Stalking

In accordance with Title IX of the Education Amendments of 1972, MCCCD prohibits unlawful sex discrimination against any participant in its education programs or activities. The District also prohibits sexual harassment—including sexual violence—committed by or against students, District employees, and visitors to campus. As outlined in District policy, sexual harassment, dating violence, domestic violence, sexual assault, and stalking are considered forms of "Sexual Misconduct" prohibited by District policy.

District policy requires all college and District employees in a teaching, managerial, or supervisory role to report all incidents of Sexual Misconduct that come to their attention in any way, including but not limited to face-to-face conversations, a written class assignment or paper, class discussion, email, text, or social media post. Incidents of Sexual Misconduct should be reported to the college Title IX Coordinator. MCCCD will provide on its Title IX Coordinators web page at https://district.maricopa.edu/consumer-information/title-ix/title-ix-coordinators, a link to all the Title IX Coordinators in the district. Reports may also be reported at https://district.maricopa.edu/consumer-information/reporting.

Retrieved from https://district.maricopa.edu/mandatory-drs-title-ix-syllabus-statements on 09/27/2019.

Rio Salado College Title IX Coordinator

Disclaimer

Course content may vary from this outline to meet the needs of this particular group.

Student Solution Center

Rio Salado College is dedicated to a quality learning experience and has provided the Student Solution Center webpage, https://learnatrio.com/3DGKHTz, as a resource for students to raise issues to our attention. We look forward to the opportunity to provide an equitable solution to all involved parties.

For grading or instructional issues, students should first contact their faculty member(s) in accordance with the Instructional Grievance Process at https://district.maricopa.edu/regulations/admin-regs/appendices/students/s-6, as published in the college catalog.

The Office of Institutional Integrity & Compliance responds to all non-instructional challenges and concerns a student may encounter while attending Rio Salado College. Call (480) 517-8505 or email studentcomplaints@riosalado.edu.

The Conduct and Community Standards Office is available to assist students in understanding their rights and responsibilities and administers the Student Code of Conduct policies and procedures. The Conduct and Community Standards Office also works with Academic Affairs to administer the Academic Code of Conduct. Call (480) 517-8196 or email communitystandards@riosalado.edu.

Students may also contact their state regulatory agency (see https://learnatrio.com/RL-state_authorization), the Arizona SARA Council at https://azsara.arizona.edu/content/complaint-process or the Higher Learning Commission at http://www.hlcommission.org/Student-Resources/complaints.html to escalate their concerns.

Contact Rio Salado College

Rio Salado College

Headquarters/Tempe Campus

2323 West 14th Street, Tempe, AZ 85281
In-State (AZ) 480-517-8000
Out-of-State 1-833-RIO-WAVE

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