Information Package / Course Catalogue
Crisis Management in Call Center
Course Code: ÇMH224
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 3
Prt.: 0
Credit: 3
Lab: 0
ECTS: 3
Objectives of the Course

The aim of the crisis management course is to provide students with the skills to effectively manage crisis situations and to prepare organizations for crises.

Course Content

Crisis Management is a course that aims to provide students with the skills to effectively manage crisis situations and to prepare organizations for crises. This course covers topics such as the definition and types of crises, pre-crisis preparation, crisis management teams, communication strategies, crisis simulations and post-crisis recovery. It aims to provide students with knowledge and practical skills in minimizing the effects of crises, rapid and effective response, communication skills and crisis management strategies. It also helps students to develop analytical thinking, problem solving and decision making skills in crisis situations. Crisis Management course enables students to gain sensitivity to crises and to understand that crisis management has a strategic importance in businesses.

Name of Lecturer(s)
Lec. Berkin HANAYLI
Learning Outcomes
1.Understands the process and steps of crisis management.
2.Classifies and analyzes crises.
3.Learns crisis communication strategies and media management.
4.Conducts risk assessment and understands pre-crisis preparation processes.
5.Understand post-crisis recovery processes and learning mechanisms.
Recommended or Required Reading
1.Crisis Management (Richard Luecke)
2.Crisis and Crisis Management in Covid-19 Perspective (Ali Guliyev, Güler Tozkoparan)
Weekly Detailed Course Contents
Week 1 - Theoretical
Introduction to Crisis Management and Basic Concepts
Week 2 - Theoretical
Classification of Crises and Examples
Week 3 - Theoretical
Pre-Crisis Preparation
Week 4 - Theoretical
Crisis Management Teams and Responsibilities
Week 5 - Theoretical
Crisis Detection and Assessment
Week 6 - Theoretical
Crisis Intervention and Emergency Management
Week 7 - Theoretical
Communication and Media Management
Week 8 - Theoretical
Legal and Administrative Issues (Midterm Exam Assessment)
Week 9 - Theoretical
Crisis Simulations and Scenario Planning
Week 10 - Theoretical
Ethics and Responsibilities
Week 11 - Theoretical
Global Crises and Business Impacts
Week 12 - Theoretical
Post-Crisis Recovery and Learning
Week 13 - Theoretical
Technology and Data Analytics in Crisis Management
Week 14 - Theoretical
Human Resources Management and Crises in Businesses
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory201428
Assignment50735
Midterm Examination1516
Final Examination1516
TOTAL WORKLOAD (hours)75
Contribution of Learning Outcomes to Programme Outcomes