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Information
| Unit | ADANA VOCATIONAL SCHOOL |
| Tourism and travel services | |
| Code | TSP112 |
| Name | Guest Communication |
| Term | 2024-2025 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 |
| Label | E Elective |
| Mode of study | Yüz Yüze Öğretim |
| Catalog Information Coordinator | Öğr. Gör. Halime EŞİYOK |
| Course Instructor |
Öğr. Gör. Halime EŞİYOK
(Bahar)
(A Group)
(Ins. in Charge)
|
Course Goal / Objective
It is aimed to provide the competence to communicate effectively with guests in the tourism sector, to establish verbal and non-verbal communication with the guest, to understand the guest's satisfaction and expectations, to understand the guest's problems and to provide solutions.
Course Content
Principles of Effective Communication with Guests, Guest Relations and Communication Tools, Communication Types, Guest Types and Behaviors, Guest Satisfaction and Expectations, Guest Requests and Complaints.
Course Precondition
The course has no prerequisites.
Resources
Misirli, I. (2012). Communication with a Guest. Detay Publishing. Akbulut, E. (Ed.). (2016). Introduction to Communication. Ataturk University Open Education Faculty Publications. Related lecture notes, Halime ESİYOK.
Notes
Karadoğan Doruk, S. E. (Ed.). (2016). Communication Science. Istanbul University Open and Distance Education Faculty Publications. Timur, N., & Barış, G. (Eds.). (2015). Customer Relationship Management. Anadolu University Open Education Faculty Publications.
Course Learning Outcomes
| Order | Course Learning Outcomes |
|---|---|
| LO01 | Explains the importance of effective communication and basic communication processes in the tourism sector. |
| LO02 | Uses verbal, non-verbal and written communication techniques effectively. |
| LO03 | Develops active listening and empathy skills to increase guest satisfaction. |
| LO04 | Demonstrates solution-oriented approaches by communicating effectively with guests who are in a difficult situation and complaining. |
| LO05 | Establishes intercultural communication and adaptation with guests from different cultures. |
| LO06 | Manages corporate correspondence and telephone conversations using professional and polite language. |
| LO07 | Understand and apply the role of body language, tone of voice and oratory in communication. |
| LO08 | Acts in accordance with protocol rules during guest greeting and farewell processes. |
| LO09 | Manages in-service and team communication effectively. |
| LO10 | Communicates effectively and professionally within the framework of ethical rules in the tourism sector. |
Relation with Program Learning Outcome
| Order | Type | Program Learning Outcomes | Level |
|---|---|---|---|
| PLO01 | Bilgi - Kuramsal, Olgusal | Explains the basic concepts and practices in the field of tourism and travel services. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Analyzes the structure, functioning and main actors of the tourism sector. | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Explains basic strategies in tourism marketing, sales and customer relations. | |
| PLO04 | Beceriler - Bilişsel, Uygulamalı | Conducts operational processes related to travel agencies, tour operators and accommodation businesses. | |
| PLO05 | Beceriler - Bilişsel, Uygulamalı | Effectively uses current reservation and ticketing systems used in the industry. | |
| PLO06 | Beceriler - Bilişsel, Uygulamalı | It follows digitalization and innovative technologies in the tourism sector and integrates them into applications. | |
| PLO07 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Face to face communication, effective communication and features have gained power to persuade. | 4 |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Uses basic computer software, information and communication technologies. | |
| PLO09 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Communicates verbally and in writing regarding the sector using foreign language knowledge. | 3 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Ensures guest satisfaction using customer relationship management principles. | 4 |
| 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. | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Acts within the framework of tourism law, consumer rights and professional ethical rules. | |
| PLO14 | Yetkinlikler - İletişim ve Sosyal Yetkinlik | Acts in accordance with the environmentally sensitive and sustainable tourism approach. | |
| PLO15 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Uses teamwork, leadership and problem-solving skills effectively. | |
| PLO16 | Yetkinlikler - Öğrenme Yetkinliği | He/she is aware of entrepreneurship, professional development and career management and constantly improves himself/herself in this direction. |
Week Plan
| Week | Topic | Preparation | Methods |
|---|---|---|---|
| 1 | Introduction to the course and presentation of the course | Review of course information package | Öğretim Yöntemleri: Anlatım, Soru-Cevap |
| 2 | The Concept of the Guest and the Importance of Communication with the Guest | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 3 | Principles of Effective Communication with the Guest | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 4 | Guest Relationsand Communication Tools | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma |
| 5 | Guest Typesand Behaviors | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 6 | Verbal Communication with the Guest | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 7 | Contacting the Guest on the Phone | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Rol Oynama |
| 8 | Mid-Term | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 9 | Nonverbal Communication with the Guest | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Rol Oynama |
| 10 | Guest Satisfaction and Expectations | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 11 | Guest Complaintsand Resolution | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Örnek Olay |
| 12 | Guest Complaintsand Resolution: Case Studies | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 13 | Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 14 | Unusual SituationsThat the Guest May Encounter Inside the Accommodation and Thingst o do: 2 | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 15 | Case Studies That Guests May Encounter in the Accommodation Facility | Repetition of previous topics and review of source books | Öğretim Yöntemleri: Anlatım, Soru-Cevap, Tartışma, Örnek Olay |
| 16 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
| 17 | Term Exams | Preparation for the exam | Ölçme Yöntemleri: Yazılı Sınav |
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 | 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 | ||