Business communication 2600-DSMdz3KB
1. Business communication - introduction.
The essence of communication
Effects of good and bad communication in the organization
Communication difficulties
Communication barriers
The importance of communication in business
Communication process (sender, receiver, communication channels and codes)
2. Communication in organizations
Internal and external communication of the organization
Formal and informal communication
Communication models (classical, relational, human resources)
3. Adapting communication to the personality and communication style of the interlocutor
Characteristics of personality types based on dominance and extroversion.
A way of communicating with people of different personalities
Communication styles by exploring your opinions and seeking feedback.
Ways of communicating with superiors, subordinates, and clients with different communication styles
4. Assertive communication
The essence of assertiveness in business
Construction of an assertive message
5. Conflict communication and persuasion
Conflict resolution styles
Principles and techniques of persuasion
Building arguments and arguing
6. Listening in organizations
Listening - hearing - participating - understanding - reacting
The ability to ask questions.
Active listening
7. Verbal communication
Language (vocabulary)
Positive versus negative language
8. Communication by voice
Diction, phrasing, pauses.
Pace of speaking, intonation
9. Non-verbal communication
The meaning and characteristics of non-verbal communication
Body language: body posture and orientation, gestures, facial expressions, and eye contact
Using interpersonal space - territorial behavior
Touch
Appearance and items used. Business dress code
Communication coherence
10. E-mail communication
Net-etiquette
Communication principles in writing e-mails
Email structure.
11. Telephone communication
Rules of telephone communication
Answering phone calls
Out-bound telephoning
12. Online communication
Preparation of the communication environment
Means of activating the interlocutor's attention
The specificity of online communication and presentation
13. Personal communication
Making personal contact
Conducting a conversation
Explaining objections and differences
14. Presentations and public appearances in business
Scheduling a speech
Preparing the presenter and fighting stage fright
Conducting presentations and public communication
Constellations of the presenting person's body language
Types of presentation aids and their use
Responding to questions and attacks from learners
15. Principles of business communication
Business savoir-vivre
The rules of priority, shaking hands, greetings
Introducing yourself and using titles
Rules to increase understanding and create a positive image
Type of course
Mode
Learning outcomes
In the knowledge dimension, students learn the rules of communicating with other people in a business environment. Students learn what rules govern communication between the sender and the recipient. What is the blueprint for proper personal communication? The purpose of communication is, firstly, to understand other people's intentions well, and secondly, to convey your content in an interesting and convincing way that is understandable to the recipients. Students acquire knowledge about the communication styles of different people, what are the individual differences that determine the effectiveness of communication, and how to use these differences to better understand the parties' intentions - that is, to better understand the other party's intentions and express their own intentions. Students acquire knowledge about the specifics of various communication channels, including personal, remote, e-mail and telephone communication. They will also become familiar with the rules of communication used in the business environment.
The course also results in students acquiring specific skills. It is especially worth paying attention to the ability to recognize the personality types of different people and their communication styles. A separate place will be devoted to practicing the ability to listen to interlocutors and, in difficult situations, express one's attitudes and opinions assertively. Students will acquire the skills to properly use various means of communication, such as the selection of vocabulary, the use of voice (including tempo, intonation), and the use of non-verbal communication. Students recognize ways of communicating with particular emphasis on the consistency of verbal and non-verbal communication. The skills acquired during classes include learning how to communicate, including the communication channel. How to formulate e-mails, how to talk on the phone, how to talk face-to-face, and how to communicate effectively using remote applications.
Participants of the classes acquire personality competencies, the combined presence of which strengthens the positive effects of communicating with the environment and building relationships with it. Students' attitudes are shaped here, characterized by openness to change, openness to problems and people, assertiveness, positive thinking and approach to the environment, and orientation to the environment. During classes, attention is paid to other key competencies for effective communication with other people, such as extroversion and the previously mentioned openness, as well as good self-esteem. Key competencies are related to the implementation of acquired knowledge and skills.
Assessment criteria
Written exam (onsite)
Supporting methods include attendance at lectures and points earned during lectures.
Bibliography
The main literature:
• Hamilton, C. (2011), Skuteczna komunikacja w biznesie, PWN, Warszawa.
• Trojanowski, M. (2019), Prezentacje i wystąpienia w biznesie. Istota, uwarunkowania, badania, PWN, Warszawa.
Additional literature:
• Adler, R.B., Rosenfeld, L.B., Proctor, R.F. (2016), Relacje interpersonalne. Process porozumiewania się, Dom Wydawniczy Rebis, Poznań.
• Verderber, R.F., Verderber, K.S. (2005), Communicate! 11 th ed., Thomson Wadsworth, Belmont
Additional information
Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system: