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About the Programme Academic Staff Program Qualifications Lessons Matrix of Course & Program Qualifications Turkish Qualifications Framework (TQF) TQF & Program Qualifications
  1. Eskişehir Vocational School
  2. Dep. of Office Management and Secretarial Training
  3. Program in Bureau Administration and Admin.Ass.Tra.
  4. Course Structure Diagram with Credits
  5. Effective Telephone Communication
  6. Description
  • Description
  • Learning Outcomes
  • ECTS Credit Load
  • Course's Contribution to Program
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Last Updated: 30/09/2026

Code - Course Title Course Type Laboratory + Practice ECTS
İLT230 - Effective Telephone Communication IV. SEMESTER 1 +1 3.0
Language of Instruction Türkçe
Course Type Area Elective Courses
Course Instructor(s) ÖĞR. GÖR. NERMİN ÇETİNÖZ
Mode of Delivery Face-to-face education
Place of Delivery
Used Educational Platforms
Prerequisites This course has no prerequisites
Courses Recomended No recommended courses
Recommended Resources OSKAY, Ü. (1999). İletişimin ABC’si. İkinci Basım. İstanbul:Der Yayınları.
Work Placement nope
Aims of the Course

Weeks Learning Outcomes Topics Teaching Methods
Week - 1 What is communication? What are effective communication techniques?
Week - 2 What is the corporate image? How is it represented?
Week - 3 The Importance and Basic Principles of Telephone Communication.
Week - 4 Effective Listening and Comprehension Skills
Week - 5 Midterm exam week
Week - 6 Telephone Etiquette and Ethical Communication"
Week - 7 Communication with Difficult People and Different Cultures
Week - 8 Technology and Telephone Communication
Week - 9 Stress Management and Self-Confidence
Week - 10 Customer Feedback and Improvement
Week - 11 Practicing telephone conversation scenarios through role-playing activities
Week - 12 Self-Assessment and Development by Listening to Recordings
Week - 13 General Review
Week - 14 Final Exam

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Assessment Method and Passing Requirements
Quamtity Percentage (%)
Toplam (%)

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