Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM211 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM211

Course Title: CRISIS AND STRESS MANAGEMENT

Theoretical+Practice: 2+0

ECTS: 3

Year/Semester of Study

2 / Fall Semester

Level of Course

Short Cycle Degree Programme

Type of Course

Optional

Department

ÇAĞRI MERKEZI HIZMETLERI

Pre-requisities and Co-requisites

None

Mode of Delivery

Face to Face

Teaching Period

14 Weeks

Name of Lecturer

PINAR GÜNER KOÇAK (guner@nevsehir.edu.tr)

Name of Lecturer(s)

PINAR GÜNER KOÇAK,

Language of Instruction

Turkish

Work Placement(s)

None

Objectives of the Course

At the end of this course learners are expected to gain basic skills about how to behave and cope with crisis and stress in business life.

Learning Outcomes		PO	MME
The students who succeeded in this course:
LO-1	Initiate measures in the case of crisis	PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .	Examination
LO-2	Analyse the crisis and sources of crisis	PO-6 Critically evaluates the acquired knowledge and skills.	Examination
LO-3	Assess stress and the causes of stress.	PO-9 Call Center Services related to the field at the level of acquired knowledge and skills transfers in written and oral opinions and proposals relevant .	Examination
LO-4	Operate the basic principles of personal and organizational stress management	PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services.	Examination
PO: Programme Outcomes MME:Method of measurement & Evaluation

Course Contents
Concepts of crisis and stress encountered in business life. Definitions and Characteristics-Analysis of the crisis, the crisis Resources, Process and Results of Crisis, Crisis Management, Stages and Management of Crisis Period, Human Resource Management in Times of Crisis, Crisis Management, Crisis Stress Management, Stress Factors, Types of Stress, Individual Stress, Organizational Stress, Coping with Stress (Stress Management), General Assessment of Crisis and Stress Management
Weekly Course Content
Week	Subject	Learning Activities and Teaching Methods
1	Definitions and Characteristics-Analysis of the crisis.	Lecture & In-Class Activities
2	Crisis Resources	Lecture & In-Class Activities
3	Process and Results of Crisis	Lecture & In-Class Activities
4	Crisis Management	Lecture & In-Class Activities
5	Stages and Management of Crisis Period	Lecture & In-Class Activities
6	Human Resources Management in Times of Crisis	Lecture & In-Class Activities
7	Post-Crisis Management	Lecture & In-Class Activities
8	mid-term exam
9	Stress Management in Crisis	Lecture & In-Class Activities
10	Stress Factors	Lecture & In-Class Activities
11	Types of Stress	Lecture & In-Class Activities
12	Individual Stress	Lecturing, topic discussion
13	Organizational Stress	Lecture & In-Class Activities
14	Coping with Stress (Stress Management)	Lecture & In-Class Activities
15	General Evaluation of Crisis and Stress Management	Lecture & In-Class Activities
16	final exam
Recommend Course Book / Supplementary Book/Reading
1	Hasan Tutar 2004, Kriz ve Stres Yönetimi, Ankara: Seçkin Yayınları.
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)	3	14	42
Outside Class
a) Reading	2	8	16
b) Search in internet/Library	6	5	30
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			0
mid-term exam	1	1	1
Own study for final exam			0
final exam	1	1	1
			0
			0
Total work load;			90