Iğdır University Lifelong Learning Programme

Description of Individual Course Units

Course Unit Code	Course Unit Title	Type of Course Unit	Year of Study	Semester	Number of ECTS Credits
3308001102	COMMUNICATION WITH GUEST	Elective	1	1	4

Level of Course Unit

Short Cycle

Objectives of the Course

sending electronic mail and communicating by telephone. meeting the expectations of guests within the hotel and outside the hotel.

Name of Lecturer(s)

Öğr. Gör. Burcu ILGAZ

Learning Outcomes

1	1- communicate by phone.
2	2- communicate by fax.
3	3-communicate by e mail.
4	4- communicate Voice and video calls over the Internet.
5	5- communicate using the correct verbal communication with Guest.
6	6- communicate using written communication with Guest.
7	7- communicate using body language correctly with Guest.
8	8- managing Extraordinary circumstances which the guest experiences at the hotel in accordance with the expectations of guests.
9	9- managing Extraordinary circumstances which the guest experiences out of the hotel in accordance with the expectations of guests.
10	10- finding appropriate solutions situations is not possible to be Intervened in.
11	11- providing the appropriate conduct According to type of the guest.
12	12- providing by taking guest requests, complaints, according to Guest expectations.
13	13-providing by taking guest requests, complaints, according to Guest expectations.
14	14- the statistic related to The guest requests and complaints can provide data in a right way.

Mode of Delivery

Daytime Class

Prerequisites and co-requisities

None

Recommended Optional Programme Components

None

Course Contents

"""A. TELEPHONE CONTACT B. CONTACT by FAX C. E-MAIL D. AUDIO AND VIDEO COMMUNICATION ON THE NET A. ORAL COMMUNICATION B. WRITTEN COMMUNICATION C. BODY LANGUAGE A. TYPES OF GUEST AND BEHAVIOR B. ensure the receipt of Subject complaints C. enabling The location requests, complaints to meet D. as to Location requests, complaints STATISTICAL DATA CREATING"

Weekly Detailed Course Contents

Week	Theoretical	Practice	Laboratory
1	communicate by phone.
2	communicate by fax.
3	communicate by e mail.
4	"communicate Voice and video calls over the Internet. "
5	verbal communication
6	written communication
7	body language
8	managing Extraordinary circumstances which the guest experiences at the hotel in accordance with the expectations of guests.
9	managing Extraordinary circumstances which the guest experiences out of the hotel in accordance with the expectations of guests.
10	"finding appropriate solutions situations is not possible to be Intervened in. "
11	ptype of the guest.
12	guest complaints
13	providing by taking guest requests, complaints, according to Guest expectations.
14	"the statistic related to The guest requests and complaints can provide data in a right way. "

Recommended or Required Reading

Megep Ders kitabı, yardımcı kitap ve diğer kaynaklar

Planned Learning Activities and Teaching Methods

Assessment Methods and Criteria

Term (or Year) Learning Activities	Quantity	Weight
Midterm Examination	1	100
SUM		100
End Of Term (or Year) Learning Activities	Quantity	Weight
Final Examination	1	100
SUM		100
Term (or Year) Learning Activities		40
End Of Term (or Year) Learning Activities		60
SUM		100

Language of Instruction

Turkish

Work Placement(s)

None

Workload Calculation

Activities	Number	Time (hours)	Total Work Load (hours)
Midterm Examination	1	1	1
Final Examination	1	1	1
Attending Lectures	14	2	28
Self Study	14	5	70
Individual Study for Mid term Examination	1	10	10
Individual Study for Final Examination	1	10	10
TOTAL WORKLOAD (hours)			120

Contribution of Learning Outcomes to Programme Outcomes

	PO 1	PO 2	PO 3	PO 4	PO 5	PO 6	PO 7	PO 8	PO 9	PO 10	PO 11	PO 12	PO 13	PO 14
LO1		4	5	2
LO2		3	5	4
LO3		3	5	5
LO4		2	4	3
LO5		2	4	3
LO6		3	5	3
LO7		2	5	4
LO8		2	5	3
LO9		4	5	4
LO10		5	4	4
LO11		3	4	5
LO12		4	4	4
LO13		3	5	4
LO14		4	5	2

* Contribution Level : 1 Very low 2 Low 3 Medium 4 High 5 Very High