Tallinn Health Care College
Tallinn Health Care College
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Curriculum subjectOrganizational behavior III
| Subject |
| Subject code |
1PA09/ORK -3 |
| Subject name |
Organizational behavior III |
| Credit points |
2 ECTS |
| Grading method |
Grade prelim (letters) |
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| Curriculum subject |
| Curriculum |
2013 F |
| Study year |
3 |
| Semester |
Fall semester |
| Subject type |
Mandatory |
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| Academicians |
| Õilme Siimer |
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Subject loads
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| Lecture |
26 |
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| Aim |
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Objective
To give the students knowledge of the principles and key issues of contemporary customer service. |
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| Study outcome |
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Learning outcomes
Upon completion of the subject, the student:
1. Is familiar with different communication models;
2. Is aware of the principles of service ethics;
3. Can map customers and knows techniques to cope with the various types of customers;
4. Is able to plan (sales) conversation;
5. Knows the psychological features of the human life span;
6. Is able to resolve complaints and problems;
7. Is able to apply the principles of teamwork. |
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| Current rounds |
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| None |
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