|
|
| MTUR1009 | COMUNICATİON WITH GUESTS | 1+1+0 | ECTS:3 | | Year / Semester | Fall Semester | | Level of Course | Short Cycle | | Status | Compulsory | | Department | DEPARTMENT of HOTEL, RESTAURANT and CATERING SERVICES | | Prerequisites and co-requisites | None | | Mode of Delivery | | | Contact Hours | 14 weeks - 1 hour of lectures and 1 hour of practicals per week | | Lecturer | Öğr. Gör. Sezgin KÖSE | | Co-Lecturer | Lec. Sezgin Köse | | Language of instruction | Turkish | | Professional practise ( internship ) | None | | | | The aim of the course: | | This course is intended to give guest to ensure communication with the relevant competencies. |
| Learning Outcomes | CTPO | TOA | | Upon successful completion of the course, the students will be able to : | | | | LO - 1 : | Use communication tools. | 3,4,5,7 | 1,6 | | LO - 2 : | Can communicate effectively. | 3,4,5,7 | 1,6 | | LO - 3 : | Can behave according to unusual situations. | 3,4,5,7 | 1,6 | | LO - 4 : | Can provide guests communication. | 3,4,5,7 | 1,6 | | CTPO : Contribution to programme outcomes, TOA :Type of assessment (1: written exam, 2: Oral exam, 3: Homework assignment, 4: Laboratory exercise/exam, 5: Seminar / presentation, 6: Term paper), LO : Learning Outcome | | |
| Definition of communication
Functions of communication
Purposes of communication
The importance of communication in business life
Types of communication
Verbal communication
Written communication
Organizational communication
Communication and its importance in hotel businesses
Communication in guest satisfaction
Guest complaints in hotels
Solution suggestions to guest complaints
Guest types and behaviors
Stress management
Ways to cope with stress |
| |
| Course Syllabus | | Week | Subject | Related Notes / Files | | Week 1 | Definition of communication
Functions of communication | | | Week 2 | Purposes of communication
The importance of communication in business life | | | Week 3 | Types of communication
Verbal communication | | | Week 4 | Verbal communication
Written communication | | | Week 5 | Organizational communication | | | Week 6 | Organizational communication
Communication and its importance in hotel businesses | | | Week 7 | Communication in guest satisfaction | | | Week 8 | Communication and its importance in hotel businesses
Communication in guest satisfaction | | | Week 9 | Midterm Exam | | | Week 10 | Guest complaints in hotels | | | Week 11 | Communication in guest satisfaction
Guest complaints in hotels | | | Week 12 | Solution suggestions to guest complaints | | | Week 13 | Guest types and behaviors | | | Week 14 | Stress management | | | Week 15 | Ways to cope with stress | | | Week 16 | Final Exam | | | |
| 1 | Öğr. Gör. Sezgin Köse ders notu | | | |
| 1 | Güllüoğlu, Özlem. 2011; Örgütsel İletişim / İletişim Doyumu ve Kurumsal Bağlılık, Eğitim Kitabevi Yayınları, İstanbul | | | 2 | Kırmızı, Hasan. 2009; Genel ve Teknik İletişim, Celebler Matbaacılık, Trabzon | | | |
| Method of Assessment | | Type of assessment | Week No | Date | Duration (hours) | Weight (%) | | Mid-term exam | 9 | | 30 dk | 50 | | End-of-term exam | 16 | | 30 dk | 50 | | |
| Student Work Load and its Distribution | | Type of work | Duration (hours pw) | No of weeks / Number of activity | Hours in total per term | | Yüz yüze eğitim | 2 | 14 | 28 | | Arasınav için hazırlık | 10 | 1 | 10 | | Arasınav | 1 | 1 | 1 | | Ödev | 15 | 1 | 15 | | Dönem sonu sınavı için hazırlık | 20 | 1 | 20 | | Dönem sonu sınavı | 1 | 1 | 1 | | Total work load | | | 75 |
|