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 Duration 14 hours

Course Outline

1. Introduction to Communication Concepts

  • The communication process and its stages
  • The importance of verbal and non-verbal communication
  • Techniques and tools for effective interaction
  • Direct communication vs. mediated communication: phone, email, messaging apps

2. Principles of Effective Communication as a Fundamental Element of Efficient Organizational Contact

  • Self-analysis of one's own communication style
  • Identifying, correcting, and avoiding communication errors
  • Communication barriers
  • Stages of building interpersonal contact

3. Effective Conversation Management

  • Shaping one's image as a sender and receiver of messages
  • Assertive responses to objections, criticism, and praise
  • Recognising and overcoming communication barriers; active listening as a tool for effective communication; identifying and managing factors that hinder listening and comprehension
  • The art of asking questions
  • Psychological mechanisms and techniques of influence

4. Intercultural Aspects of Communication

  • Basics of proxemics – distance in communication
  • Formulating messages in intercultural contexts
  • Self-expression vs. intercultural perception
  • Cultural interpretation of messages
  • Cultural attitudes in daily communication and negotiations
  • Decision-making from a cultural perspective

5. Basic Principles of Intercultural Communication

  • High-contact vs. low-contact cultures
  • Rule-oriented cultures
  • Partner-oriented vs. transactional cultures
  • Ceremonial vs. informal cultures
  • Monochronic vs. polychronic cultures
  • Does “yes” always mean “yes”? – Hidden assumptions and unspoken expectations in communication with representatives of specific cultures

6. “How to Deal with Business Partners” – What to Do, What to Avoid, and Total “Faux Pas”

  • Western European cultures (Germany, France, Italy)
  • Cultures of former USSR states
  • American culture

7. Summary

Requirements

This course is general in nature and does not require specialised prior knowledge to participate.

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