Business communication 2600-DSMz3KB
1. Business communication - introduction.
The essence of communication
Communication difficulties
Communication barriers
The importance of communication in business
Communication process (sender, receiver, communication channels and codes)
2. Adapting communication to the personality and communication style of the interlocutor
Characteristics of personality types
A way to communicate with people with different personalities
Communication styles based on discovering your opinions and seeking feedback
Ways of communicating with superiors, subordinates and clients with different communication styles
3. Assertive communication
The essence of assertiveness in business
Constructing an assertive message
4. Conflict Communication and Persuasion
Conflict resolution styles
Principles and techniques of persuasion
Argument construction and argumentation
5. Listening in organizations
Listening – Hearing – Participating – Understanding – Responding
The ability to ask questions
Active listening skills
6. Verbal communication
Language (vocabulary)
Positive and negative language
7. Communicating by voice
Diction, phrasing, pauses
Tempo, accentuation, intonation
8. Nonverbal communication
The meaning and characteristics of nonverbal communication
Body language: posture and body orientation, gestures, facial expressions and eye contact
Using interpersonal space – territorial behavior
Touch
Appearance and items used. Dress business code
Communication coherence
9. Email communication
Net-etiquette
Rules of communication in writing emails
Email message structure
10. Telephone communication
Rules for telephone communication
Answering phones
Active calling
11. Videoconferencing communication (online)
Preparing the communication environment
Means of activating the interlocutor's attention
The specifics of communicating and presenting online
12. Personal communication
Establishing personal contact
Conducting a conversation
Clarifying objections and differences
13. Presentations and public speaking in business
Planning a speech
Preparing the presenter and fighting stage fright
Conducting presentations and public communication
Body language constellations of the presenter
Types of presentation aids and how to use them
Responding to questions and attacks from listeners
14. Principles of business communication
Business etiquette
Rules of priority, shaking hands, greetings
Introducing Yourself and Using Titles
Rules that increase understanding and create a positive image
Type of course
Mode
Learning outcomes
In terms of knowledge:
K_W01
Understands terminology and basic concepts of communication within an organization, including the mechanisms of the communication process and their importance in management.
K_W02
Has advanced knowledge of the principles and practices of communication in various areas of organizational functioning and in relations with its environment.
K_W05
Understands the social and organizational determinants of communication and their impact on organizational functioning and business relationships.
In terms of skills:
K_U02
Is able to interpret communication phenomena and their impact on organizational functioning and relationships with stakeholders.
K_U07
Is able to plan and organize individual and team work and effectively collaborate within a team using appropriate communication techniques.
In terms of social competencies:
K_K01
Is ready to evaluate and critically approach communication situations in an organization and their impact on its functioning.
K_K04
Is prepared to think and act in an entrepreneurial manner by building relationships and communicating effectively in a business environment.
K_K05
Is ready to adhere to the principles of ethics and professional etiquette in business communication and to maintain a professional image
Assessment criteria
Learning outcomes will be verified on an ongoing basis through tasks performed by participants during classes and at the end during a written examination.
Passing the subject:
• Written test – the key way to pass
• Short test results and activity during classes – supplementary methods
• Attendance at classes
Bibliography
Basic literature:
Hamilton, C. (2011) Skuteczna komunikacja w biznesie, PWN, Warszawa
Additional literature:
• Adler, R.B., Rosenfeld, L.B., Proctor, R.F. (2016), Relationships Interpersonal . The Communication Process , Rebis Publishing House , Poznań.
Trojanowski, M. (2019). Prezentacje i wystąpienia w biznesie. Istota, uwarunkowania, badania, Wydawnictwo Naukowe PWN, Warszawa