| Course Title | Code | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|
| Effective Communication Skills with Phone | CMH2224 | 4. Semester | 1 + 1 | 2.0 | 3.0 |
| Prerequisites | None |
| Language of Instruction | Turkish |
| Course Level | Associate |
| Course Type | |
| Mode of delivery | Face to face |
| Course Coordinator |
Assist. Prof. Dr. Ömer Faruk ÖZGÜR |
| Instructor(s) |
Ömer Faruk ÖZGÜR |
| Assistants | |
| Goals | Listening and speaking skills to use and learn the ways of establishing effective and accurate communication with customers. |
| Course Content | Information for more efficient use of sound and practical recommendations, against among us wishes, needs, understand the hesitation and their opinions. |
| Learning Outcomes |
- Asking the right questions, the customer's wishes, needs and help them uncover their doubts and opinions. - To convince the customer to listen. - Find ways to influence people with decision making power. |
| Week | Topics | Learning Methods |
|---|---|---|
| 1. Week | Phone as a communication tool | Course Hours |
| 2. Week | Basic rules of telephone communications | Course Hours |
| 3. Week | Basic rules of telephone communications | Course Hours |
| 4. Week | The importance of time and voice tone | Preparation, After Class Study Course Hours |
| 5. Week | Effective communication on telephone | Course Hours |
| 6. Week | Effective communication on telephone | Course Hours |
| 7. Week | Getting information and ask techniques on telephone | Course Hours |
| 8. Week | Getting information and ask techniques on telephone | Preparation, After Class Study Research Course Hours |
| 9. Week | Receiving complaints, objections and suggestions over the phone | Course Hours |
| 10. Week | Taking commitments on telephone | Course Hours |
| 11. Week | Taking complaints, objections and suggestions on telephone | Course Hours |
| 12. Week | Listening and routing | Course Hours Preparation, After Class Study |
| 13. Week | Practices | Course Hours |
| 14. Week | Practices | Course Hours |
| 15. Week | Final Exam | Course Hours |
| Yeni, Çoşkun (2005). Telefonda Etkili İletişim. Alfa Yayınları, İstanbul. |
| Program Requirements | Contribution Level | DK1 | DK2 | DK3 | Measurement Method |
|---|---|---|---|---|---|
| PY1 | 5 | 4 | 4 | 5 | - |
| PY2 | 4 | 4 | 5 | 4 | - |
| PY3 | 1 | 0 | 0 | 2 | - |
| PY4 | 2 | 2 | 2 | 2 | - |
| PY5 | 2 | 2 | 2 | 2 | - |
| PY6 | 0 | 0 | 0 | 0 | - |
| PY7 | 0 | 0 | 0 | 0 | - |
| PY8 | 0 | 0 | 0 | 0 | - |
| PY9 | 0 | 0 | 0 | 0 | - |
| PY10 | 0 | 0 | 0 | 0 | - |
| PY11 | 3 | 3 | 3 | 4 | - |
| PY12 | 5 | 5 | 4 | 5 | - |
| 0 | 1 | 2 | 3 | 4 | 5 | |
|---|---|---|---|---|---|---|
| Course's Level of contribution | None | Very Low | Low | Fair | High | Very High |
| Method of assessment/evaluation | Written exam | Oral Exams | Assignment/Project | Laboratory work | Presentation/Seminar |
| Event | Quantity | Duration (Hour) | Total Workload (Hour) |
|---|---|---|---|
| Course Hours | 14 | 2 | 28 |
| Preparation, After Class Study | 3 | 3 | 9 |
| Research | 6 | 3 | 18 |
| Midterm 1 | 1 | 7 | 7 |
| Final | 1 | 14.5 | 14.5 |
| Total Workload | 76.5 | ||
| ECTS Credit of the Course | 3.0 | ||
