| 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. |
|
| |
Program Outcomes |
Level of Contribution |
| 1) |
Learning the facts, concepts and principles related to tourism and hotel management |
4 |
| 2) |
Having a theoretical and practical knowledge at the basic level related to the field |
5 |
| 3) |
To be able to make analytical evaluations for tourism and travel sector |
3 |
| 4) |
Learning the basic laws and regulations and professional standarts that apply regarding the tourism sector in Turkey and physical environment associated with hotel management space, tools, and use acquainted with the technology, applying the ethical values, protecting the natural environment |
3 |
| 5) |
To be able to work efficiently in the tourism sector |
3 |
| 6) |
Learning the characteristics of the major tourist destinations to apply this knowledge in the tourism sector for Turkey and worldwide |
4 |
| 7) |
Organizing, coordinating and developing departments in accommodation organizations |
5 |
| 8) |
To be able to define and develop sales techniques and income management practices applied in accommodation and food and beverage companies |
2 |
| 9) |
Demonstrating the ability to apply professional working techniques in food and beverage establishments |
2 |
ISTANBUL OKAN UNIVERSITY INFORMATION PACKAGE / COURSE CATALOGUE
