Rapor Tarihi: 11.04.2026 04:53
| Course Title | Code | Language | Type | Semester | L+U Hour | Credits | ECTS |
|---|---|---|---|---|---|---|---|
| Effective Communication Skills with Phone | CMH2224 | Turkish | Compulsory | 4. Semester | 1 + 1 | 2.0 | 3.0 |
| Prerequisite Courses | |
| Course Level | Associate |
| Mode of delivery | Face to face |
| Course Coordinator | Dr. Öğr. Üyesi Ömer Faruk ÖZGÜR |
| Instructor(s) | Dr. Öğr. Üyesi Ömer Faruk ÖZGÜR (Bahar) |
| 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. |
| # | Öğrenme Kazanımı |
| 1 | Applies the right questioning techniques during telephone communication. |
| 2 | Analyzes the customer's needs and expectations through active listening. |
| 3 | Uses persuasion and guidance techniques during phone calls. |
| 4 | Telefonla iletişimde karşılaşılan sorunlara uygun çözüm önerileri geliştirir. |
| Week | Topics/Applications | Method |
|---|---|---|
| 1. Week | Phone as a communication tool | Research, Practice, Lecture, Question and Answer |
| 2. Week | Basic rules of telephone communications | Research, Lecture, Question and Answer |
| 3. Week | Basic rules of telephone communications | Research, Lecture, Question and Answer |
| 4. Week | The importance of time and voice tone | Preparation, After Class Study, Research, Lecture, Question and Answer |
| 5. Week | Effective communication on telephone | Research, Lecture, Question and Answer |
| 6. Week | Effective communication on telephone | Research, Lecture, Question and Answer |
| 7. Week | Getting information and ask techniques on telephone | |
| 8. Week | Getting information and ask techniques on telephone | Preparation, After Class Study, Research, Practice, Lecture, Question and Answer |
| 9. Week | Receiving complaints, objections and suggestions over the phone | Practice, Lecture, Question and Answer |
| 10. Week | Taking commitments on telephone | Practice, Lecture, Question and Answer |
| 11. Week | Taking complaints, objections and suggestions on telephone | Practice, Lecture, Question and Answer |
| 12. Week | Listening and routing | Preparation, After Class Study, Practice, Lecture, Question and Answer |
| 13. Week | Practices | Practice, Lecture, Question and Answer |
| 14. Week | Practices | Practice, Lecture, Question and Answer |
| No | Program Requirements | Level of Contribution | |||||
|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |||
| 1 | Having sufficient infrastructure in communication, public relations, law, marketing, management and other issues required by the field; To use theoretical and practical knowledge in these areas. | ✔ | |||||
| 3 | To be open to communication with friends, superiors and the people and groups that they serve in practical studies related to the field and gain organizational learning ability. | ✔ | |||||
| 5 | Being equipped with the ability to produce solutions when facing situations that are unforeseen in field related applications, and ability to take responsibility in teams or in individual studies. | ✔ | |||||
| 11 | To acquire practical skills by examining the processes related to the field of public and private sector organizations on site. | ✔ | |||||
| Program Requirements | DK1 | DK2 | DK3 | DK4 |
|---|---|---|---|---|
| PY1 | 5 | 5 | 5 | 5 |
| PY3 | 3 | 3 | 3 | 3 |
| PY5 | 2 | 2 | 2 | 2 |
| PY11 | 3 | 3 | 3 | 3 |
| Ders Kitabı veya Notu | Ders Kitabı veya Ders Notu bulunmamaktadır. |
|---|---|
| Diğer Kaynaklar |
|
| Bahar Dönemi | |||
| Responsible Personnel | Grup | Evaluation Method | Percentage |
|---|---|---|---|
| Dr. Öğr. Üyesi Ömer Faruk ÖZGÜR | Final | 60.00 | |
| Dr. Öğr. Üyesi Ömer Faruk ÖZGÜR | Vize | 40.00 | |
| Toplam | 100.00 | ||
| ECTS credits and course workload | Quantity | Duration (Hour) | Total Workload (Hour) | |
|---|---|---|---|---|
|
Ders İçi |
Class Hours | 14 | 2 | 28 |
|
Ders Dışı |
Preparation, After Class Study | 3 | 3 | 9 |
| Research | 6 | 3 | 18 | |
|
Sınavlar |
Midterm | 1 | 7 | 7 |
| Final | 1 | 14.5 | 14.5 | |
| Total Workload | 76.5 | |||
| *AKTS = (Total Workload) / 25,5 | ECTS Credit of the Course | 3.0 | ||
