Graduate Certificate in Customer Relationship Marketing and Sales Management

at Fanshawe College - London Campus Canada

Skilled administrative support is vital to process business information accurately and to communicate effectively with fellow employees and the public. Five major areas of study are covered: oral and written communication skills, problem-solving skills, computer application skills, accounting ability and office procedures/production. As well, students are assisted in their improvement of "soft skills" such as listening, work ethic and team building.
Intermediate training in a variety of computer applications will be combined with understanding workplace behaviours and communication skills to prepare for a variety of entry-level office administration career opportunities. Utilizing these skills, students will be capable of producing documents and correspondence, presenting information, providing customer support, responding to routine inquiries, and supporting the management of a small organization or a department in a large organization.

This one-year Ontario College Graduate Certificate program will provide students with the specialized knowledge and skills required for a career in aircraft maintenance and repair.  The curriculum is designed around the standardized quality management system for the aerospace industry (AS9100) to prepare graduates for a work environment that adheres to that system's requirements.  Practical elements of Aerospace Manufacturing skills, work-environment readiness, safety management systems, materials handling and tooling will be the focus of this Graduate Certificate. The program will be delivered in a face-to-face (web-facilitated) format.

Business - Finance is a two-year Ontario College Diploma program. This program is designed to develop the skills needed to work in the growing personal financial services sector, from customer service to wealth management and financial planning. Students will learn to work with clients, evaluating their needs and offer advice on personal financial management, tax and retirement planning, insurance, investments, and estate planning, as well as customer relations and providing product to clients. Qualified graduates will have completed all the educational requirements leading to the CFP® (Certified Financial Planner®) designation awarded by the Financial Planning Standards Council www.fpsc.ca. and the Registered Retirement Consultant® RRC® designation awarded by CIFP.

Students are also prepared to write the Canadian Securities Course® and Life Licensing Qualification Program examinations as prerequisites to securities and life insurance licensing. Students will also have completed the Mutual Funds Licensing course.

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Process and maintain financial records in compliance with relevant policies, procedures and regulations for individuals and/or organizations.
• Prepare and present financial information in compliance with relevant legislation and regulations for individuals and/or organizations.
• Generate financial reports for individuals and/or organizations by applying financial mathematics and statistics.
• Contribute to the development and the implementation of a financial plan to meet individuals' and/or organizations' needs and objectives.
• Contribute to the development and the implementation of marketing strategies to promote financial products and services and to enhance customer service.
• Develop and implement strategies to establish and maintain professional networking and business relationships in the finance sector.
• Analyze, within a Canadian context, the impact of economic variables, legislation, ethics, technology and the environment on individuals' and/or organizations' operations.
• Develop and implement ongoing strategies for personal and professional development, highlighting ethics, values and standards in the finance sector.

Personal Support Worker is a two level program leading to an Ontario College Certificate.  Graduates, as entry-level unregulated workers, have the knowledge, skills, and attitudes necessary to provide personal care and home management services to clients in both community and institutional settings.

Personal Support Workers work with clients who are stable and who have clearly identified needs that are not expected to change significantly. They work under the supervision of care/service teams (which include nurses and other regulated or non-regulated care providers) as well as under the direction of the client.

Learning Outcomes:
The graduate has reliably demonstrated the ability to

• Work within the personal support worker role in community, retirement homes, long-term care homes and/or hospital care settings* in accordance with all applicable legislation and employer's job description, policies, procedures and guidelines.
• Act responsibly and be accountable for own actions while recognizing the boundaries of knowledge and skills within the personal support worker role that require collaboration with the clients, families, supervisors and/or other members of the interprofessional care/service team*.
• Participate as a member of the interprofessional care/service team* and maintain collaborative working relationships in the provision of supportive care* in community, retirement homes, long-term care homes and/or hospital care settings*.
• Provide client-centred* and client-directed* care that is based on ethical* principles, sensitive to diverse client and family values, beliefs and needs, and which follows the direction of the plan of care/service plan*.
• Establish and maintain helping relationships* with clients and their families reflecting open communication, professional* boundaries, employer's policies and adhering to confidentiality and privacy legislation.
• Identify relevant client information using basic assessment and communication skills and report and document findings in accordance with the requirements of employer policies and procedures and all applicable legislation.
• Promote and maintain a safe and comfortable environment for clients, their families, self and others including the implementation of infection prevention and control measures and emergency first aid procedures that are in keeping with the plan of care/service plan*, employer policies and procedures, and all applicable legislation.
• Assist clients across the lifespan with routine activities of daily living* by applying basic knowledge of growth and development, common alterations in functioning, disease prevention, health promotion and maintenance, rehabilitation and restorative care*.
• Assist clients with medication* in keeping with the direction of the plan of care/service plan* and under the direction and monitoring of a regulated health professional* or most accountable person* and in accordance with all applicable legislation and employer's policies.
• Assist with household management tasks* and instrumental activities of daily living* in accordance with the plan of care/service plan* and considering the preferences, comfort and safety of clients, families and significant others.
• Assist clients who are caring for dependent individuals* considering client and family choices, professional* boundaries and the direction of the plan of care/service plan*.
• Identify and report situations of neglect, and potential, alleged or witnessed/actual incidents of abuse, and respond in accordance with all applicable legislation and employer's policies and procedures.
• Assist in the provision of culturally relevant* palliative and end-oflife care* to clients experiencing life threatening illness and to their families and significant others, from diagnosis through death and bereavement, and in accordance with clients' choices and the plan of care/service plan*.
• Use identified approaches and best practices to support positive and safe behaviour in clients experiencing cognitive impairment, mental health challenges and/or responsive behaviours*.

This graduate certificate program is designed to prepare students to teach English as a Second (or Foreign) Language in Canada and/or overseas.  The program covers topics integrating theoretical, pedagogical, and practical applications for teaching English as a second or foreign language, meeting educational standards set by TESL Ontario.  Additionally, this program includes courses to enhance professional and intercultural communication skills, knowledge, and experience.

In today’s increasingly digitally-connected and knowledge-based economy, communication skills are crucial for professional success across a wide array of sectors. Advanced Communication for Professionals is an Ontario College Graduate Certificate program that supports learners and professionals in further developing their written, verbal and interpersonal skills.  Canadian employers are increasingly emphasizing the importance of these skills for hiring and promotion; this program therefore cultivates excellence in workplace communication, interpersonal communication, writing and reports, and project development. Graduates will enjoy enhanced employability and advancement potential.

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Make effective rhetorical decisions to create focused, well-structured documents and presentations that implement professional stylistic conventions.
• Analyze and successfully respond to the communication expectations of various professional audiences when creating professional documents and presentations.
• Employ effective leadership skills in professional environments to promote increased communication efficiency and improved workplace collaboration.
• Edit and adapt professional messages for multiple contexts and diverse media.
• Synthesize sector-related research to produce relevant, persuasive reports.
• Comply with intellectual property rights when synthesizing, citing, or repurposing others' work in professional documents and presentations.
• Produce visually effective documents and presentations.
• Facilitate positive and productive interpersonal communication in the workplace to build and maintain strong relationships with both internal and external stakeholders.
• Manage a collaborative project to ensure that it meets all required parameters (e.g. scope, timelines, etc.).

Digital Communication Management is a two-semester Ontario College Graduate Certificate program that is intended to prepare students to deliver messages in today's increasingly connected media environment. It is designed for students who want to expand their skills in the production and management of social media, media communications, video and audio production, photography, web and digital design.

Graduates will be able to leverage these skills in content strategy and curation, as well as user experience and design to develop significant opportunities for employment in almost any sector that wishes to engage or educate an audience.

This program is a four-year, eight level honours program with four months of mandatory co-op experience. This program will ready graduates for jobs in growth areas of Applied Biotechnology such as pharmaceuticals, nutraceuticals, agriculture, bioremediation, the fermentation industry, research and development to name a few. Students will study molecular biology, physical, organic and instrumental chemistry, applied biotechnology, microbiology, virology, toxicology; and related societal, economic, ethical, legal, and environmental issues. Graduates will be skilled in the handling of microbial, plant, and animal genetic material and macromolecule analysis, small animal handling, experimental design, statistical data analysis, and bioinformatics. Throughout the program, students will apply this knowledge to regulatory affairs, quality assurance, bioethics, and biohazard management while developing interpersonal and communication expertise, and the skills necessary for life long learning.

Learning Outcomes
The graduate has reliably demonstrated the ability to

• Perform all laboratory tasks according to accepted laboratory practices.
• Demonstrate theoretical and practical skills in molecular biology.
• Assist in the design of good experimental and laboratory management practices and procedures.
• Obtain a sound practical background in the interdisciplinary subjects that are the basis of Biotechnology.
• Perform all duties in a manner that adheres to the principles of good data management.
• Conduct all functions with a full understanding of and in adherence to relevant regulatory and ethical issues and requirements.
• Apply procedures of bio-processing in both laboratory and industrial settings.
• Apply strong interpersonal, analytical, and communication skills to course teamwork, assignments, and case situations.
• Understand, value and respect the diverse social, political, cultural, and ethical context in which he or she will live and work.
• Develop plans for lifelong learning that include strategies for ensuring professional and technological currency.

Insurance and Risk Management is a one-year Ontario College Graduate Certificate program designed for university and college graduates looking for a career in the property and casualty insurance industry. This program will allow students to earn credits towards the Chartered Insurance Professional (CIP) designation from the Insurance Institute of Canada.

Learning Outcomes
The graduate has reliably demonstrated the ability to:

• Analyze the role played by the property and casualty insurance industry in the Canadian and global economy.
• Use current and relevant insurance industry-specific terminology in all stakeholder communications.
• Identify, select and apply risk management concepts to the four major categories of risk: hazard, operational, financial and strategic.
• Assess the techniques risk management professionals use to finance the negative consequences of risk events in multifaceted scenarios.
• Recommend assessment and treatment techniques for the major categories of risk faced by an organization, with an emphasis on hazard risk.
• Evaluate the clauses, terms and conditions of various insurance policy wordings in order to determine the appropriate coverage for complex risks.
• Articulate an effective process to successfully address the adjustment, negotiation and settlement of an insurance claim.
• Justify the acceptance or rejection of an application for insurance.
• Evaluate the needs of a commercial and/or personal client in order to plan and recommend an insurance program that provides protection from identified exposures.
• Lead a diverse work group, and motivate others to achieve personal and organizational goals.
• Prepare and deliver an effective sales presentation using professional sales techniques.

Business - Logistics and Supply Chain Management (Co-op) is a two-year Ontario College Diploma program with a co-operative education component. The curriculum covers theory and application of supply chain management in private and public sector environments. Specifically, courses address material sourcing, transportation methods, inventory, retail management, negotiation skills and analytical techniques. Students also enhance their computer skills and their business communication skills. The program aligns to the curriculum of various professional associations in supply chain management. Graduates, equipped with the skills required to improve an organization's profitability and operations, are in high demand in both the private and public sector.

Learning Outcomes

• The graduate has reliably demonstrated the ability to
  • Apply knowledge of the functional components of logistics to the interrelationships in the integrated supply chain.
  • Employ a working knowledge of operations processes and systems required in manufacturing, distribution, and services.
  • Contribute to plans and schedules, at various levels in an organization.
  • Apply the basics of purchasing and supplier management to current best practices.
  • Apply best practices for inventory planning and control throughout the integrated system.
  • Utilize information technology to support logistics management functions.
  • Evaluate and select warehousing and transportation options and recommend appropriate solutions for business requirements.
  • Participate in the planning, implementation, and evaluation of projects.
  • Conduct business in the international marketplace.
  • Conduct business in compliance with relevant national and international law, legislation, regulations, safety requirements, and professional standards.
  • Communicate effectively, orally and in writing, as required in a business culture.
  • Apply problem-solving and critical-thinking skills as required in logistics management.
  • Use effective human relations, interpersonal, and team skills in an organizational environment.
  • Develop strategies for ongoing professional development to maintain and increase competence.
  • Apply basic knowledge of the interrelationships among the functional areas of business in logistics management.

Co-operative Education

• In order to be eligible for co-op, students must maintain a 2.5 GPA and be academically complete at the commencement of their co-op work term.
• This is a two-year co-operative education program.  Students who fulfill both the academic and co-op requirements of the program will be eligible to graduate with a Co-op Endorsed Diploma.  More information about co-operative education can be found at www.fanshawec.ca/co-op.