TÜRKÇE
ENGLISH
Information
| Unit | YUMURTALIK VOCATIONAL SCHOOL |
| Code | ATO211 |
| Name | Contact With guest |
| Term | 2019-2020 Academic Year |
| Semester | 3. Semester |
| Duration (T+A) | 1-1 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 1.5 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. CANANİ YALÇIN |
| Course Instructor |
Öğr. Gör. CANANİ YALÇIN
(Güz)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
It is aimed to gain competencies to communicate with the guest.
Course Content
Definitions of terms related to communication, guest types
Course Precondition
Resources
Notes
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Lists the fundamental concepts related with communication. |
| LO02 | Explains the functions, aim and implementation of communication. |
| LO03 | Analyzes communication types in terms of their advantages/disadvantages. |
| LO04 | Interpret organizational communication concepts |
| LO05 | Develops behavior according to unusual situations in communication with the guest. |
| LO06 | Manages the communication process with guests. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | - | Students can have the basic knowledge about the tourism and hotel management, which related to legislation, professional standards and applications, internal and external environmental factors, servicing processes. | 5 |
| PLO02 | - | Students can apply the basic knowledge about the tourism and hotel management, which related to legislation, professional standards and applications, internal and external environmental factors, servicing processes | 5 |
| PLO03 | - | In order to focused on customer satisfaction, Students, Students, who is the knowledge and skills in the field of Tourism and Hotel Management, can take decisions according to the internal and external dynamics surrounding analyze, interpret and evaluate, produce solutions to identify problems in service processes, make performance evaluation and can use business and professional life. | 5 |
| PLO04 | - | Students, who is the knowledge and skills in the field of Tourism and Hotel Management, can know to the physical environment, tools and technologies in the service processes and make the necessary care to protect. | 4 |
| PLO05 | - | When Students, who is the knowledge and skills in the field of Tourism and Hotel Management, perform the duties and responsibilities according to the requirements of a dynamic work environment, it can perform not only individual but also team members. | 5 |
| PLO06 | - | Following the technical and professional innovations for Tourism and Hotel Management, students can find solutions to encounter ordinary and extraordinary problem and also be used when carrying out their duties and responsibilities. | 4 |
| PLO07 | - | Students, who is the knowledge and skills in the field of Tourism and Hotel Management, can use it to improve their professional knowledge and skills of members of the organization and objectively evaluate the performance of members of professional organizations. | 5 |
| PLO08 | - | Students can develop existing skills and knowledge by Innovations related to the profession to follow as awareness of lifelong learning. | 4 |
| PLO09 | - | Students can manage existing resources and make performance evaluation by professional self-confidence, knowledge and skills. | 4 |
| PLO10 | - | Competence in synthesis of learned tourism knowledge by research and representing it to the others. | 5 |
| PLO11 | - | Competence in using information and communication technologies at least as European Computer Using Licence Basic Level. | 4 |
| PLO12 | - | Competence in using at least a foreign language in European Language Portfolio Level A2 (at least to survey the knowledge in the field and communicate with others) | 3 |
| PLO13 | - | Have relevant information and consciousness on legal issues related to working life and the industry, safety regulations of industry, social security issues, quality control and management and protection of natural environment. | 3 |
| PLO14 | - | Committed to ethical values, social justice, cultural values and social responsibility issues and comprehend the desires and needs of the employees and the society, understand the socio-economic characteristics of micro-environment. | 4 |
| PLO15 | - | Tourism and Hotel Management, which is the main activity of the service production process has required to individual quality and dynamism. | 5 |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Communication and explanation of related concepts | Lecture, Question and Answer, Observation | |
| 2 | Explanation of the rules of written and oral communication | Lecture, Question and Answer, Observation | |
| 3 | Examination of telephone communication rules | Lecture, Question and Answer, Observation | |
| 4 | The importance of communication non-verbal communication codes to determine | Lecture, Question and Answer, Observation | |
| 5 | Determination of the importance of body language in face-to-face communication | Lecture, Question and Answer, Observation | |
| 6 | Examination of types of guest | Lecture, Question and Answer, Observation | |
| 7 | Examination of the types and behaviors of Guest | Lecture, Question and Answer, Observation | |
| 8 | Mid-Term Exam | ||
| 9 | Disclosure of the guest's stay off-site encounter unusual situations | Lecture, Question and Answer, Observation | |
| 10 | Disclosure of the guest's stay off-site encounter unusual situations | Lecture, Question and Answer, Observation | |
| 11 | To intervene in situations that can not be explained | Lecture, Question and Answer, Observation | |
| 12 | The guest requests, complaints forms and assessment methods to be used for examining | Lecture, Question and Answer, Observation | |
| 13 | The guest requests, complaints forms and assessment methods to be used for examining | Lecture, Question and Answer, Observation | |
| 14 | The guest requests, complaints forms and assessment methods to be used for examining | Lecture, Question and Answer, Observation | |
| 15 | The guest requests, complaints forms and assessment methods to be used for examining | Lecture, Question and Answer, Observation | |
| 16 | Term Exams | ||
| 17 | Term Exams |
Assessment (Exam) Methods and Criteria
| Assessment Type | Midterm / Year Impact | End of Term / End of Year Impact |
|---|---|---|
| 1. Midterm Exam | 100 | 40 |
| General Assessment | ||
| Midterm / Year Total | 100 | 40 |
| 1. Final Exam | - | 60 |
| Grand Total | - | 100 |
Student Workload - ECTS
| Works | Number | Time (Hour) | Workload (Hour) |
|---|---|---|---|
| Course Related Works | |||
| Class Time (Exam weeks are excluded) | 14 | 2 | 28 |
| Out of Class Study (Preliminary Work, Practice) | 14 | 2 | 28 |
| Assesment Related Works | |||
| Homeworks, Projects, Others | 1 | 2 | 2 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 16 | 16 |
| Total Workload (Hour) | 80 | ||
| Total Workload / 25 (h) | 3,20 | ||
| ECTS | 3 ECTS | ||