TÜRKÇE
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Information
| Code | TSP112 |
| Name | Guest Communication |
| Term | 2023-2024 Academic Year |
| Semester | 2. Semester |
| Duration (T+A) | 2-0 (T-A) (17 Week) |
| ECTS | 3 ECTS |
| National Credit | 2 National Credit |
| Teaching Language | Türkçe |
| Level | Ön Lisans Dersi |
| Type | Normal |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. Halime EŞİYOK |
| Course Instructor |
Öğr. Gör. Halime EŞİYOK
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
It is to gain the competence to communicate effectively with the guests in the tourism sector, to establish verbal and non-verbal communication with the guest, to understand the satisfaction and expectations of the guest, to understand the guest's problems and to produce solutions.
Course Content
Communication types, Guest Types, Guest requests and complaints
Course Precondition
The course has no prerequisites.
Resources
Contacting the Guest- İrfan Mısırlı
Notes
Related lecture notes. Halime EŞİYOK.
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | List the principles of effective communication with the guest. |
| LO02 | Explains the principles of effective use of communication tools and types in relations with guests. |
| LO03 | Lists the important points in guest satisfaction. |
| LO04 | Distinguish the main types of guests and how they should be treated. |
| LO05 | Evaluates guest complaints and proposes solutions for them. |
| LO06 | It determines how the guest should behave in unusual situations that he or she may encounter. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Tourism and travel services with the basic concepts and principles of the field that understand how their activities See new developments and technologies in the field of tourism and travel services, and understand the importance of these | 1 |
| PLO02 | Bilgi - Kuramsal, Olgusal | Learn the tourism sector services involving public sector also has specific sensitivities and understand their behavior patterns related to these sensitivities. Tour operator and understand the intricacies of technical and operation issues. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Understanding of the importance of lifelong learning, scientific and technological advances constantly improve yourself by watching, tracking global issues to be conscious individuals. | 3 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Recognizes the valuable documents and books used in commercial life and work according to proper procedures and principles of the legislation. Office layout and personnel management, public relations, communications and make the necessary skills related to information storage gains. | |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | How to recognize that the execution of administrative activities in the tourism and travel services. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | Civil liability in the field of tourism and travel, and will have information about legislation | |
| PLO07 | Beceriler - Bilişsel, Uygulamalı | It captures an important opportunity to reach the levels required by the industry in foreign languages. Labour gain the ability to run software packages may encounter in life. | |
| PLO08 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Face to face communication, effective communication and features have gained power to persuade. | 4 |
| PLO09 | Yetkinlikler - Öğrenme Yetkinliği | Understand how it works at all levels of the travel process. | |
| PLO10 | Yetkinlikler - Öğrenme Yetkinliği | Learns the business life in general and the characteristics of businesses operating in the transportation sector in particular. | |
| PLO11 | Yetkinlikler - Alana Özgü Yetkinlik | Be sensitive to differences between people and cultures, show tolerance and respect. | 4 |
| PLO12 | Yetkinlikler - Öğrenme Yetkinliği | It measures the impact of the tourism sector on the country's economy and transportation services. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction to the course and presentation of the course | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 2 | The Concept of the Guest and the Importance of Communication with the Guest | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 3 | Principles of Effective Communication with the Guest | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Guest Relationsand Communication Tools | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Guest Typesand Behaviors | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 6 | Verbal Communication with the Guest | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 7 | Contacting the Guest on the Phone | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 8 | Mid-Term | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Nonverbal Communication with the Guest | Lecture notes are reviewed | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 10 | Guest Satisfaction and Expectations | Examining the lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 11 | Guest Complaintsand Resolution | Oral presentation and pp presentation | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 12 | Guest Complaintsand Resolution: Case Studies | Examining the lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 13 | Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do | Examining the lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 14 | Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do: 2 | Examining the lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 15 | Case Studies | Examining the lecture notes | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 16 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
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 | 0 | 0 | 0 |
| Mid-term Exams (Written, Oral, etc.) | 1 | 6 | 6 |
| Final Exam | 1 | 13 | 13 |
| Total Workload (Hour) | 75 | ||
| Total Workload / 25 (h) | 3,00 | ||
| ECTS | 3 ECTS | ||