Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM208 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM208

Course Title: STRESS MANAGEMENT BETWEEN EMERGENCY CALL

Theoretical+Practice: 2+0

ECTS: 3

Year/Semester of Study

2 / Spring 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

In particular, the methods of combating stress in business life, to make people aware of the strengths and weaknesses of the stressful environment to be able to come out with minimum damage.

Learning Outcomes		PO	MME
The students who succeeded in this course:
LO-1	What to do in case of crisis	PO-4 Students perform assigned duties and responsibilities.	Examination
LO-2	What is the crisis	PO-3 Analyzing the information in the field of Call Center Services, has the ability to interpret and evaluate.	Examination
LO-3	What is the duty of the managers in crisis situations	PO-5 Students take responsibility for unforeseen problems encountered in practice or as a team member .	Examination
PO: Programme Outcomes MME:Method of measurement & Evaluation

Course Contents
The basic information and the fight against stress and to obtain tips.
Weekly Course Content
Week	Subject	Learning Activities and Teaching Methods
1	General information about the crisis	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
2	Pre-crisis Management	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
3	Pre-crisis Management	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
4	Crisis Management	To Practise İn Class And To Join The Autdoor Activities.
5	Crisis Management	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
6	Crisis Response System	To Practise İn Class And To Join The Autdoor Activities.
7	Crisis Response System	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
8	mid-term exam
9	Post-Crisis Managementl	To Practise İn Class And To Join The Autdoor Activities.
10	Post-Crisis Management	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
11	Some major crises and solutions in the world	To Practise İn Class And To Join The Autdoor Activities.
12	Some major crises and solutions in the world	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
13	Stress factors	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
14	Individual performance problems caused by struten	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
15	The main reasons for low individual performance due to stress	Lecture, Discussion, Question & Answer, Observation, Demonstration, Practice - Practice, Case Study, Issue / Problem Solving,
16	final exam
Recommend Course Book / Supplementary Book/Reading
1	Tüz,V.Melek(2008), Kriz Yönetimi,Aktuel Yayınları.Stres yönetimi Aktuel yayınları.
Required Course instruments and materials
Lecture notes, course book, lap top, slide and projector.

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)	2	14	28
Outside Class
a) Reading			0
b) Search in internet/Library	2	15	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	3	5	15
mid-term exam	1	1	1
Own study for final exam	3	5	15
final exam	1	1	1
			0
			0
Total work load;			90