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Duration 14 hours
Course Outline
1. Introduction to Communication Issues
- the communication process and its stages
- the significance of verbal and non-verbal communication
- techniques and tools for effective communication.
- Direct communication vs. communication via media: phone, email, instant messengers
2. Principles of Effective Communication as a Key Element in Efficient Organizational Contacts
- self-analysis of one's own communication style
- communication errors, their correction, and prevention
- communication barriers
- stages of building interpersonal contact
3. Effectively Conducting Conversations
- shaping one's own image as a sender and receiver of a message
- assertive responses to objections, criticism, and praise
- recognizing and avoiding communication barriers, active listening as a tool for effective communication · recognizing and managing factors that interfere with listening and understanding statements
- 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 contacts
- self-expression vs. intercultural perception
- cultural interpretation of messages
- cultural attitudes in everyday communication and negotiations
- decision-making from a cultural perspective
5. Basic Principles of Intercultural Communication
- contact-oriented cultures
- rule-oriented cultures
- pro-partnership and pro-transactional cultures
- ceremonial and non-ceremonial cultures
- monochronic and polychronic cultures
- Does “yes” always mean “yes”? – Hidden assumptions and unspoken expectations in communication with representatives of specific cultures
6. “Client User Manual” – What to do, what to avoid, and total “faux pas”
- Western European cultures (Germany, France, Italy)
- Cultures of former USSR countries
- American culture
7. Summary
Requirements
The course is general in nature, and participation does not require specialized knowledge.
Testimonials (1)
examples from trainer's daily life like some stories, anectodes and jokes
