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Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS TUR 4108 COMMUNICATING WITH GUESTS ELECTIVE 3 0 0 3

Offered By

TOURISM AND HOSPITALITY MANAGEMENT

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

DOCTOR GAMZE ERDOĞAN

Offered to

TOURISM AND HOSPITALITY MANAGEMENT (Evening) TOURISM AND HOSPITALITY MANAGEMENT

Course Objective

To provide the students with competences on using communication instruments, complaints management-problem solving, verbal and non-verbal communication skills for effective and qualified communication with guests is the main objective.

Learning Outcomes of the Course Unit

1   Being able to use the communication instruments effectively. 2   Being able to verbally communicate effectively with guests. 3   Being able to communicate with guests by body language effectively. 4   Being able to benefit from the communication skills for overcoming complaints of the guests. 5   Being able to develop new methods for improving the communication quality.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description 1 Communication by-phone 2 Communication by-fax 3 Using e-mail 4 Voice and video communication on the web 5 Verbally communication and body language 6 Written communication 7 Mid-term Exam 8 Mid-term Exam 9 The unusual circumtances that guests come across in accomodations and solutions 10 Circumstances that can not be intervened 11 Guest types and behaviors 12 Guest complaints 13 Considering wishes and complaints of the guests 14 Generating the statistical data of the wishes and complaints

Recomended or Required Reading

Konaklama Işletmelerinde Konukla Iletişim, Irfan Mısırlı, Detay Yayınevi, Ankara, 2012, 240 sf.

Planned Learning Activities and Teaching Methods

Lecturing.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA 1 MTE MIDTERM EXAM 2 FN Final 3 FCG FINAL COURSE GRADE VZ*0.40 + FN* 0.60 4 RST RESIT 5 FCGR FINAL COURSE GRADE (RESIT) VZ*0.40 + BUT* 0.60 *** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

To be announced.

Language of Instruction

Turkish

Course Policies and Rules

To be announced.

Contact Details for the Lecturer(s)

nilufer.kocak@deu.edu.tr

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours) Lectures 12 3 36 Preparations before/after weekly lectures 12 2 24 Preparation for midterm exam 1 4 4 Preparation for final exam 1 5 5 Final 1 1 1 Midterm 1 1 1 TOTAL WORKLOAD (hours) 71

Contribution of Learning Outcomes to Programme Outcomes

PO/LO PO.1 PO.2 PO.3 PO.4 PO.5 PO.6 PO.7 PO.8 PO.9 PO.10 PO.11 PO.12 PO.13 PO.14 PO.15 PO.16 PO.17 PO.18 LO.1 1 LO.2 1 LO.3 1 LO.4 1 LO.5 1