Rapor Tarihi: 15.01.2026 03:27
| 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) | |
| 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 | Asking the right questions, the customer's wishes, needs and help them uncover their doubts and opinions. |
| 2 | To convince the customer to listen. |
| 3 | Find ways to influence people with decision making power. |
| Week | Topics/Applications | Method |
|---|---|---|
| 1. Week | Phone as a communication tool | |
| 2. Week | Basic rules of telephone communications | |
| 3. Week | Basic rules of telephone communications | |
| 4. Week | The importance of time and voice tone | Preparation, After Class Study |
| 5. Week | Effective communication on telephone | |
| 6. Week | Effective communication on telephone | |
| 7. Week | Getting information and ask techniques on telephone | |
| 8. Week | Getting information and ask techniques on telephone | Preparation, After Class Study, Research |
| 9. Week | Receiving complaints, objections and suggestions over the phone | |
| 10. Week | Taking commitments on telephone | |
| 11. Week | Taking complaints, objections and suggestions on telephone | |
| 12. Week | Listening and routing | Preparation, After Class Study |
| 13. Week | Practices | |
| 14. Week | Practices | |
| 15. Week | Final Exam |
| 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. | ✔ | |||||
| 2 | To be able to interpret and evaluate data, to identify and analyze data using basic knowledge and skills acquired in the field, and to be able to develop evidence-based solutions. | ✔ | |||||
| 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. | ✔ | |||||
| 4 | To have feasibility study related to the field and to have the knowledge and skills to implement the project. | ✔ | |||||
| 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. | ✔ | |||||
| 6 | To have effective communication skills and to have a level of foreign language ability to follow innovations in the field. | ||||||
| 7 | Awareness of the necessity of lifelong learning; to monitor devjavascript:void(0)elopments in information and communication technologies, to use office software and to constantly renew themselves. | ||||||
| 8 | Being conscious about Ataturk's Principles and having knowledge about the History of the Revolution. | ||||||
| 9 | Having knowledge and awareness of work safety, worker health and environmental protection in matters related to the field. | ||||||
| 10 | To have knowledge and awareness of social responsibility, ethical values and social security rights in matters related to the field. | ||||||
| 11 | To acquire practical skills by examining the processes related to the field of public and private sector organizations on site. | ✔ | |||||
| 12 | To be able to open and operate a business on its own behalf; to evaluate and supervise the performance of employees and to have knowledge and skills about entrepreneurship. | ✔ | |||||
| Program Requirements | DK1 | DK2 | DK3 |
|---|---|---|---|
| PY1 | 4 | 4 | 5 |
| PY2 | 4 | 5 | 4 |
| PY3 | 0 | 0 | 2 |
| PY4 | 2 | 2 | 2 |
| PY5 | 2 | 2 | 2 |
| PY6 | 0 | 0 | 0 |
| PY7 | 0 | 0 | 0 |
| PY8 | 0 | 0 | 0 |
| PY9 | 0 | 0 | 0 |
| PY10 | 0 | 0 | 0 |
| PY11 | 3 | 3 | 4 |
| PY12 | 5 | 4 | 5 |
| Ders Kitabı veya Notu | Ders Kitabı veya Ders Notu bulunmamaktadır. |
|---|---|
| Diğer Kaynaklar |
|
| 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 | 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 | ||
