TÜRKÇE
ENGLISH
Information
| Unit | YUMURTALIK VOCATIONAL SCHOOL |
| Code | ATO211 |
| Name | Contact With guest |
| Term | 2021-2022 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 | Bilgi - Kuramsal, Olgusal | Students explain basic information about the legal regulations, professional standards and practices, internal and external environmental factors and service processes related to Tourism and Hotel Management. | |
| PLO02 | Bilgi - Kuramsal, Olgusal | Students 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 | |
| PLO03 | Bilgi - Kuramsal, Olgusal | Students perform their responsibilities in the field of Tourism and Hotel Management on the basis of customer satisfaction. | 4 |
| PLO04 | Bilgi - Kuramsal, Olgusal | Students use the physical environment, equipment and technologies in the service process in the field of Tourism and Hotel Management. | |
| PLO05 | Bilgi - Kuramsal, Olgusal | Students perform their duties and responsibilities in the field of Tourism and Hotel Management, both individually and as a team member, according to the dynamics required by the working environment. | 3 |
| PLO06 | Bilgi - Kuramsal, Olgusal | Students use technical and professional innovations related to Tourism and Hotel Management in solving ordinary and extraordinary problems. | 3 |
| PLO07 | Bilgi - Kuramsal, Olgusal | Uses the knowledge and skills related to Tourism and Hotel Students use their knowledge and skills related to Tourism and Hotel Management in the development of professional knowledge and skills of the members of the organization and in objective performance evaluation. | |
| PLO08 | Beceriler - Bilişsel, Uygulamalı | Students develop their knowledge and skills by following the innovations related to their profession with the awareness of lifelong learning and analyzing the situation. | 4 |
| PLO09 | Beceriler - Bilişsel, Uygulamalı | Students manage the resources they have with their professional self-confidence, knowledge and skills. | 2 |
| PLO10 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Students convey their thoughts and suggestions at the level of knowledge and skills they have acquired about the field of tourism to the relevant people in writing and orally. | |
| PLO11 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Students use information and communication technologies together with computer software at the minimum European Computer Use License Basic Level required by their field. | |
| PLO12 | Yetkinlikler - Bağımsız Çalışabilme ve Sorumluluk Alabilme Yetkinliği | Students know a foreign language at the A2 General Level of the European Language Portfolio (at least enough to follow the information in the field and communicate with their colleagues). | |
| PLO13 | Yetkinlikler - Öğrenme Yetkinliği | Students perform their profession according to the rules related to legal legislation (law, regulation, circular, etc.), basic ethical values, occupational safety, worker health, social security rights, quality control and management and protection of the natural environment. | |
| PLO14 | Yetkinlikler - Öğrenme Yetkinliği | Students know the socio-cultural and economic characteristics of the country and the immediate environment, and the interests, wishes and needs of the society, with the awareness of cultural and ethical values, social justice and responsibility. | |
| PLO15 | Yetkinlikler - Öğrenme Yetkinliği | Students have the personal qualities and dynamism required by the service production process, which is the main activity of Tourism and Hotel Management. | 2 |
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 | ||