PAÜ .:. Eğitim Öğretim Bilgi Sistemi

COURSE INFORMATION

Course Code	Course Title	L+P Hour	Semester	ECTS
CMH 203	PHONE EFFECTIVE COMMUNICATION	2 + 1	3rd Semester	3

COURSE DESCRIPTION

Course Level	Associate's Degree
Course Type	Elective
Course Objective	Call center employees will be called the basic training of the phone, Effective Communication Skills, the phone is aimed to learn the basic communication techniques.
Course Content	Phones welcome, needs to understand, listen, ask questions, and send-off techniques, Phone accurate and effective speech, phone interview steps, Telephone Answering subtleties, external calls, internal calls, Phone ethics, to cope phone with difficult customers, to address their complaints, conference calls, with customers What to do when communicating told / grumble of what you need, listening skills, questioning skills.
Prerequisites	No the prerequisite of lesson.
Corequisite	No the corequisite of lesson.
Mode of Delivery	Face to Face

COURSE LEARNING OUTCOMES

1	Phones welcome, understanding the needs, listening, asking questions and learned farewell techniques.
2	It learns to reflect a professional image of the phone.
3	Professional Courtesy, angry with the interviewer coping, emotional gains Prevention reflection skills.

COURSE'S CONTRIBUTION TO PROGRAM

	PO 01	PO 02	PO 03	PO 04	PO 05	PO 06	PO 07	PO 08	PO 09	PO 10	PO 11	PO 12	PO 13
LO 001		5		5	5		5			5
LO 002		4		5	5		4			5
LO 003		5		4	5		5			5
Sub Total		14		14	15		14			15
Contribution	0	5	0	5	5	0	5	0	0	5	0	0	0

ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION

Activities	Quantity	Duration (Hour)	Total Work Load (Hour)
Course Duration (14 weeks/theoric+practical)	14	3	42
Hours for off-the-classroom study (Pre-study, practice)	14	1	14
Assignments	2	4	8
Mid-terms	1	6	6
Final examination	1	8	8
Total Work Load ECTS Credit of the Course			78 3

COURSE DETAILS

Select Year

Course Details

Course Code	Course Title	L+P Hour	Course Code	Language Of Instruction	Course Semester
CMH 203	PHONE EFFECTIVE COMMUNICATION	2 + 1	1	Turkish	2021-2022 Fall

Course Coordinator	E-Mail	Phone Number	Course Location	Attendance
Lecturer FİLİZ GÜLSEVİN ERSÖZ	fersoz@pau.edu.tr		ACMYO A0209	%70

Goals		Call center employees will be called the basic training of the phone, Effective Communication Skills, the phone is aimed to learn the basic communication techniques.
Content		Phones welcome, needs to understand, listen, ask questions, and send-off techniques, Phone accurate and effective speech, phone interview steps, Telephone Answering subtleties, external calls, internal calls, Phone ethics, to cope phone with difficult customers, to address their complaints, conference calls, with customers What to do when communicating told / grumble of what you need, listening skills, questioning skills.

Topics

Materials

Materials are not specified.

Resources

Course Assessment

Assesment Methods	Percentage (%)	Assesment Methods Title
Final Exam	60	Final Exam
Midterm Exam	40	Midterm Exam

L+P: Lecture and Practice
PQ: Program Learning Outcomes
LO: Course Learning Outcomes

Prospective Student