COURSE UNIT TITLE

: EFFECTIVE COMMUNICATION

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
MSH 0098 EFFECTIVE COMMUNICATION ELECTIVE 3 0 0 4

Offered By

Efes Vocational School

Level of Course Unit

Short Cycle Programmes (Associate's Degree)

Course Coordinator

DOCTOR GAMZE ÖZOĞUL

Offered to

Catering Services Programme
Tourism and Hotel Management
Civil Aviation 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   Students implement effective listening, feedback and obstacles in communication in the classroom context
2   Students are familiar with problems that result from sender and receiver in interpersonal communication
3   Students understand the importance of positive communicative skills
4   Students understand emotions and their role in communication
5   Students plan and implement verbal and nonverbal qualities of communication and their influences on interpersonal relations
6   Being able to benefit from the communication skills for overcoming complaints of the guests.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Introducing the course to the students. Introduction to interpesonal communication. Relation types between peoples.
2 Symbolic communication
3 Body language
4 Effective listening
5 Feedback in communication
6 Obstacles for communication Obstacles for communication
7 Mid-term exam
8 Positive communication, emphaty
9 Emotions in communication
10 Conflict resolution in communication
11 Guest types and behaviors
12 Guest complaints
13 Circumstances that can not be intervened
14 Evaluation of the course
15 Final Exam

Recomended or Required Reading

Ailes,R. (2001). Mesaj Sizsiniz. (Çev. Alev Önder), Istanbul: Sistem Yay.
Cüceloğlu, D. (1992). Yeniden Insan Insana. Istanbul: Remzi Kitapevi
Cüceloğlu, D. (2002). Iletişim Donanımları. Istanbul: Remzi Kitapevi
Dökmen, Ü. (1994). Iletişim Çatışmaları ve Empati. Istanbul: Sistem Yay.
Konaklama Işletmelerinde Konukla Iletişim, Irfan Mısırlı, Detay Yayınevi, Ankara, 2012, 240 sf.

Planned Learning Activities and Teaching Methods

Lecturing, Question & Answer, Drill - Practise, Case Study

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 FIN FINAL EXAM
3 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + FIN * 0.50
4 RST RESIT
5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.50 + RST * 0.50


*** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

Exam

Language of Instruction

Turkish

Course Policies and Rules

It is imperative to attend 70% of the courses and fulfill the requirements of the course.

Contact Details for the Lecturer(s)

gamze.ozogul@deu.edu.tr

Office Hours

Will be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 14 2 28
Case study 14 1 14
Preparations before/after weekly lectures 14 3 42
Preparation for midterm exam 1 5 5
Preparation for final exam 1 8 8
In-class practices 5 2 10
Midterm 1 1 1
Final 1 1 1
TOTAL WORKLOAD (hours) 109

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14PO.15PO.16
LO.154
LO.244
LO.343
LO.433
LO.554
LO.6

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

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