Civil Engineering (English)
Bachelor	TR-NQF-HE: Level 6	QF-EHEA: First Cycle	EQF-LLL: Level 6

General course introduction information

Course Code:

THMA102

Course Name:

Behavior and Etiquette in Tourism

Course Semester:

Fall

Course Credits:

Theoretical	Practical	Credit	ECTS
3	0	3	8

Language of instruction:

Course Requisites:

Does the Course Require Work Experience?:

Type of course:

Compulsory

Course Level:

Bachelor

TR-NQF-HE:6. Master`s Degree

QF-EHEA:First Cycle

EQF-LLL:6. Master`s Degree

Mode of Delivery:

Face to face

Course Coordinator :

Öğr.Gör. FADİL ÖZBAĞI

Course Lecturer(s):

Course Assistants:

Course Objective and Content

Course Objectives:

Bu dersin sonunda, katılımcılar şunları yapabilmelidir:

1. İletişim becerilerini geliştirir.
2. Yazılı, sözlü ve sözel olmayan iletişimi öğrenir ve gösterir.
3. İş ahlakını bilir.
4. İş görgü kurallarını öğrenir.
5. Turizm endüstrisindeki iletişim ile ilgili konuk ve sorunları nasıl ele alacağınızı bilir.

Course Content:

This course is an overview of today's etiquette rules, updated for today's fast-paced lifestyles and ever-changing codes of conduct for work and leisure. A study of the interpersonal and communication skills fundamental for success in the workplace. Students will hone their professional style as they study topics including professional behavior, interpersonal interaction, and civility as they relate to the workplace.

Learning Outcomes

The students who have succeeded in this course;

Learning Outcomes

1 - Knowledge
Theoretical - Conceptual
2 - Skills
Cognitive - Practical
3 - Competences
Communication and Social Competence
1) Significant gains are achieved in terms of etiquette and business ethics.
Learning Competence
Field Specific Competence
Competence to Work Independently and Take Responsibility

Lesson Plan

Week	Subject	Related Preparation
1)	•Distinguish among and describe the three common forms of workplace communication and how each may be used to handle a variety of situations. •Discuss the effects that improper communication and poor listening may have on the work environment.
2)	Review the historical development of communication in various fields, considers theory and research on human communication, assesses the impact of technology on mass communication patterns, explores communication relationships in life, work, and cultural contexts, and provides insights on dealing with communication issues and challenges domestically
3)	Written communication: • Writing Thank You Notes, • Formal Letters, • Informal Letters
4)	Verbal communication: • Developing an Appropriate Greeting • Dealing with Voicemail • Cell phone Do's and Don'ts
5)	Non-verbal communication: • Meaning of body language: eyes and smile; gesture; standing and sitting posture; other manners • Expression of body language properly
6)	Why Etiquette Matters: • Defining Etiquette and protocol and • Benefits of etiquette and protocol intelligence
7)	•Summarize the principles of proper courtesy as they are practiced in the workplace; •Describe ways to apply proper courtesy in different professional situations
8)	Mid-term Exam
9)	The Rules of the Workplace: • Creating an Effective Introduction • Making a Great First Impression • Minimizing Nervousness • Using Business Cards Effectively • Remembering Names • The Meaning of Colors • Interpreting Common Dress Codes • Deciding What to Wear
10)	Designing and Delivering Business Presentations: • Hone skills to develop your personal presence by effectively making small talk, Improving presentation skills • Becoming a more accomplished public speaker • Developing the all-important skills required for verbal diplomacy
11)	Protocol rules: • Establishment of diplomatic relations • Presentation of credentials • What is an order of precedence and how is it applied at formal functions
12)	Basic Table Manners: • Understanding Your Place Setting • Using Napkin • Table Manners • Sticky Situations and Possible Solutions • Ordering in a Restaurant • Foods to Avoid • About Alcoholic Beverages • Paying the Bill • Tipping
13)	International Etiquette: •Explaining how cultural diversity affects the workplace; and •Identifying common cultural differences, taboos, and customs that may be practiced in the workplace, and discuss ways to navigate and honor such differences.
14)	Dealing with guest complaints: •Recognising the key skills and qualities needed to handle customer complaints effectively •Building skills in building rapport and engaging with the customer •Demonstrating empathy whilst maintaining control of the conversation •Establishing the customer’s needs through questions and listening •Defusing difficult customer emotional responses •Resolving typical work based complaints effectively
15)	Final Exam.

Sources

Course Notes / Textbooks:	Hocanın sunumları ve slaytları
References:	Hocanın önereceği kaynaklar

Course-Program Learning Outcome Relationship

Learning Outcomes	1
Program Outcomes
1) Adequate knowledge in mathematics, science and engineering subjects pertaining to the relevant discipline; ability to use theoretical and applied information in these areas to model and solve engineering problems.
2) Ability to identify, formulate, and solve complex engineering problems; ability to select and apply proper analysis and modelling methods for this purpose.
3) Ability to design a complex system, process, device or product under realistic constraints and conditions, in such a way so as to meet the desired result; ability to apply modern design methods for this purpose. (Realistic constraints and conditions may include factors such as economic and environmental issues, sustainability, manufacturability, ethics, health, safety issues, and social and political issues according to the nature of the design.)
4) Ability to select and use modern techniques and tools needed for analyzing and solving complex problems encountered in engineering practice; ability to employ information technologies effectively.
5) Ability to design and conduct experiments, gather data, analyze and interpret results for investigating complex engineering problems or discipline specific research questions.
6) Ability to work efficiently in intra-disciplinary and multi-disciplinary teams; ability to work individually.
7) Ability to communicate effectively, both orally and in writing; knowledge of a minimum of one foreign language; ability to write effective reports and comprehend written reports, prepare design and production reports, make effective presentations, and give and receive clear and intelligible instructions.
8) Recognition of the need for lifelong learning; ability to access information, to follow developments in science and technology, and to continue to educate him/herself.
9) Knowledge on behavior according ethical principles, professional and ethical responsibility and standards used in engineering practices.
10) Knowledge about business life practices such as project management, risk management, and change management; awareness in entrepreneurship, innovation; knowledge about sustainable development.
11) Knowledge about contemporary issues and the global and societal effects of engineering practices on health, environment, and safety; awareness of the legal consequences of engineering solutions.

Course - Learning Outcome Relationship

No Effect	1 Lowest	2 Low	3 Average	4 High	5 Highest

	Program Outcomes	Level of Contribution
1)	Adequate knowledge in mathematics, science and engineering subjects pertaining to the relevant discipline; ability to use theoretical and applied information in these areas to model and solve engineering problems.
2)	Ability to identify, formulate, and solve complex engineering problems; ability to select and apply proper analysis and modelling methods for this purpose.
3)	Ability to design a complex system, process, device or product under realistic constraints and conditions, in such a way so as to meet the desired result; ability to apply modern design methods for this purpose. (Realistic constraints and conditions may include factors such as economic and environmental issues, sustainability, manufacturability, ethics, health, safety issues, and social and political issues according to the nature of the design.)
4)	Ability to select and use modern techniques and tools needed for analyzing and solving complex problems encountered in engineering practice; ability to employ information technologies effectively.
5)	Ability to design and conduct experiments, gather data, analyze and interpret results for investigating complex engineering problems or discipline specific research questions.
6)	Ability to work efficiently in intra-disciplinary and multi-disciplinary teams; ability to work individually.
7)	Ability to communicate effectively, both orally and in writing; knowledge of a minimum of one foreign language; ability to write effective reports and comprehend written reports, prepare design and production reports, make effective presentations, and give and receive clear and intelligible instructions.
8)	Recognition of the need for lifelong learning; ability to access information, to follow developments in science and technology, and to continue to educate him/herself.
9)	Knowledge on behavior according ethical principles, professional and ethical responsibility and standards used in engineering practices.
10)	Knowledge about business life practices such as project management, risk management, and change management; awareness in entrepreneurship, innovation; knowledge about sustainable development.
11)	Knowledge about contemporary issues and the global and societal effects of engineering practices on health, environment, and safety; awareness of the legal consequences of engineering solutions.

Learning Activity and Teaching Methods

Field Study
Peer Review
Expression
Brainstorming/ Six tihnking hats
Individual study and homework
Lesson
Reading
Homework
Problem Solving
Project preparation
Q&A / Discussion

Assessment & Grading Methods and Criteria

Written Exam (Open-ended questions, multiple choice, true-false, matching, fill in the blanks, sequencing)
Presentation

Assessment & Grading

Semester Requirements	Number of Activities	Level of Contribution
Homework Assignments	5	% 0
Project	1	% 0
Midterms	1	% 40
Final	1	% 60
total		% 100
PERCENTAGE OF SEMESTER WORK		% 40
PERCENTAGE OF FINAL WORK		% 60
total		% 100

Workload and ECTS Credit Grading

Activities	Number of Activities	Workload
Course Hours	16	96
Study Hours Out of Class	16	128
Midterms	1	12
Final	1	15
Total Workload		251