Interpersonal communication in the work with the customer 2103-ORP-L-D6KOIN
During the course, students will learn the basic issues of communication theory such as: models of communication, specifics of the channel and message, effective listening, decoding, barriers, speech genres, denotative and connotative words....
In addition, they learn techniques useful in communicating with clients: conducting disputes and negotiations including the principles of rhetoric and eristic (polemical tricks, answering difficult/uncomfortable questions, speaking, elements that increase the credibility of statements),
An important part of the classes is also the knowledge of methods of exerting influence on the recipient and techniques of effective communication (Cialdini, NLP, , the meaning of words such as because, no, and..., the structure of the conversation)
Part of the class is also devoted to non-verbal communication (facial expressions, gestures, haptics, proxemics, chronemics, aparation, paraverbal communication) and differences/barriers to communication between people belonging to different groups (gender, different culture, people with disabilities).
Type of course
Mode
Prerequisites (description)
Course coordinators
Learning outcomes
K_W02 - the graduate knows the principles and methods of building good communication at work.
K_U06 - graduate is able to publicly present his/her research, analysis and forecasts relating to the knowledge related to labor science and participate in the debate on these issues.
K_U08 - the graduate is able to communicate effectively in a task team, plan and organize its work and cooperate actively with others.
K_K01 - the graduate is ready to practically use the knowledge of communication in professional activities and see the importance of this knowledge in everyday functioning.
K_K04 - the graduate is ready to take an active attitude towards the world around him, including initiating communication with the environment for the sake of the public interest.
Assessment criteria
Grading criteria:
An essay in which you have to put into practice the knowledge from the class
+ attendance and activity during the workshop
Practical placement
not applicable
Bibliography
1. Adler R.B., Relacje interpersonalne, Rebis, Poznań 2006
2. Cialdini R. Wywieranie wpływu na ludzi. Teoria i praktyka, GWP, Gdańsk 1999
3. Dimitrius J-E. Sztuka obserwacji, Helion, Gliwice 2008
4. Głodowski W. Komunikowanie interpersonalne, Hansa comunication, Warszawa 2001
5. Griffin. E, Podstawy komunikacji społecznej, GWP, Gdańsk 2003
6. Lewandowska-Tarasiuk E. W teatrze prezentacji.O sztuce perswazji, WP, Warszawa 2005
7. Mann S. Jak w pracy ukrywać to, co czujemy i udawać to, co czuć powinniśmy, Amber Warszawa 2002
8. McKay M., Davis M. I Fanning P. Sztuka skutecznego porozumiewania się, GWP, Gdańsk 2003
9. Mikułowski-Pomorski J. Komunikacja Międzykulturowa, Wydawnictwo Akademii Ekonomicznej w Krakowie, Kraków 2003
10. Nęcki Z. Negocjacje w biznesie, Wydawnictwo Profesjonalnej Szkoły Biznesu, Kraków 1995
11. Nierenberg G.I i Calero H.H. Czytając w człowieku jak w otwartej książce, Rebis, Poznań 1999
12. Pease A. Język ciała – Jak czytać myśli ludzi z ich gestów, Gemini, Kraków 1994
13. Programowanie Neurolingwistyczne. Nowa technologia osiągania sukcesów, Medium 1996
14. Pszczołowski T., Umiejętność przekonywania i dyskusji, Gdańskie Wydawnictwo Oświatowe, Gdańsk 1998, 2000.
15. Schopenhauer A., Erystyka, czyli sztuka prowadzenia sporów, Warszawa 2002
16. Steward J. Mosty zamiast murów, PWN, Warszawa 2002
17. Wiszniewski A., Jak przekonująco mówić i przemawiać, Warszawa 1994.
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Term 2023L:
Adler R.B., Relacje interpersonalne, Rebis, Poznań 2006 |
Term 2024L:
Adler R.B., Relacje interpersonalne, Rebis, Poznań 2006 |
Additional information
Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system: