Nevşehir Hacı Bektaş Veli University Course Catalogue

Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM205 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM205 Course Title: TEAM MANEGEMENT IN CALL CENTER AND LEADERSHIP Theoretical+Practice: 2+0 ECTS: 4
Year/Semester of Study 2 / Fall Semester
Level of Course Short Cycle Degree Programme
Type of Course Compulsory
Department ÇAĞRI MERKEZI HIZMETLERI
Pre-requisities and Co-requisites None
Mode of Delivery Face to Face
Teaching Period 14 Weeks
Name of Lecturer MEHMET YAŞAR ARCA (myasararca@nevsehir.edu.tr)
Name of Lecturer(s)
Language of Instruction Turkish
Work Placement(s) None
Objectives of the Course
To comprehend the importance of the phenomenon of communication in social life.

Learning Outcomes PO MME
The students who succeeded in this course:
LO-1 To be able to define the leader, to explain the leadership qualities and to be able to distinguish the leader-manager. PO-4 Students perform assigned duties and responsibilities.
Examination
LO-2 Leadership theories, characteristics, behavioral and situational approaches are dominant. PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .
Examination
LO-3 Synergy concept, team concept and team work knows the importance of. PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .
Examination
LO-4 He is knowledgeable about effective team management. PO-10 Likely to help his colleagues.
Examination
LO-5 Know the importance of team work in terms of business life. PO-8 Programs for the learning needs are open for accession.
Examination
PO: Programme Outcomes
MME:Method of measurement & Evaluation

Course Contents
What is Communication? Communication Types, Oral and Nonverbal Communication, Communication Principles, Communication Problems, Interpersonal Communication, Organizational Communication, Mass Communication, Communication Levels, Communication and Perception, Attitude, Communication and Society, Culture and Communication, Rift and Conflict, Advocacy, Effective Speech and Listening.
Weekly Course Content
Week Subject Learning Activities and Teaching Methods
1 Teamwork and Synergy Lecturing,questions-answers
2 Risks of the Team and teamwork The definition, scope, nature and importance of leadership Lecturing,questions-answers
3 Characteristics of Suitible People for Teamwork, Turkish Culture and Teamwork Lecturing,questions-answers
4 Creating a feeling of trust in the workplace, activating the feeling of trust in the workplace Lecturing,questions-answers
5 Emotional intelligence concept, scope, importance of emotional intelligence in the workplace, emotional intelligence of companies Lecturing,questions-answers
6 Definition and scope of leadership, leadership characteristics, distinction between leadership and manager Lecturing,questions-answers
7 New Leadership Models and Approaches; Charismatic, transformational leadership, e-leadership. Lecturing,questions-answers
8 mid-term exam
9 Leadership groups and teams. Team spirit. Lecturing,questions-answers
10 Team building, effective team management. Lecturing,questions-answers
11 Team and team communication Lecturing,questions-answers
12 It is the key to team work in business life. Lecturing,questions-answers
13 Team types. Lecturing,questions-answers
14 Risks in team work. Lecturing,questions-answers
15 Applied team work Lecturing,questions-answers
16 final exam
Recommend Course Book / Supplementary Book/Reading
1 Bakan, İ., Doğan, İ.F. Liderlik Güncel Konular ve Yaklaşımlar, Gazi Kitabevi, Ankara, 2013.
2 Baltaş, A., Rekabette Fark Yaratan Ekip Çalışması-Ekip Liderinin El Kitabı, Remzi Kitabevi, İstanbul, 2021
3 Baltaş A., Ekip Çalışması ve Liderlik, Remzi Kitabevi, İstanbul, 2022
Required Course instruments and materials

Assessment Methods
Type of Assessment Week Hours Weight(%)
mid-term exam 8 1 40
Other assessment methods
1.Oral Examination
2.Quiz
3.Laboratory exam
4.Presentation
5.Report
6.Workshop
7.Performance Project
8.Term Paper
9.Project
final exam 16 1 60

Student Work Load
Type of Work Weekly Hours Number of Weeks Work Load
Weekly Course Hours (Theoretical+Practice) 4 14 56
Outside Class
       a) Reading 5 4 20
       b) Search in internet/Library 6 4 24
       c) Performance Project 0
       d) Prepare a workshop/Presentation/Report 0
       e) Term paper/Project 0
Oral Examination 0
Quiz 0
Laboratory exam 0
Own study for mid-term exam 5 2 10
mid-term exam 1 1 1
Own study for final exam 4 2 8
final exam 1 1 1
0
0
Total work load; 120