Part I – Fundamentals of Effective Communication
what is communication and why does it often fail?sender, receiver, communication channels, information noisefeedback – how to give and receive feedbackresponsibility of sender and receivercommunication barriers (emotional, linguistic, cultural)fear of communicating and speaking upthe principle of adaptation in official relationstaking shortcuts, i.e. heuristics and vague phraseshow to tailor your message to your audience?everyday language vs. professional languagePart II – Communication Focused on Understanding
building a positive atmosphere at meetingsprimacy effect and recency effectactive listening and showing interestcommunication in small groupslanguage of emotions, language of benefits and language of respectopen and closed questions, paraphrasing and summarizinghow to get to the heart of the problem with 5 whyselevator speech, or how to speak clearly and preciselythe role of mirror neurons and empathy in communication (exercises*)Part III – Verbal and Non-verbal Communication
principles of telephone conversationrules for drafting business correspondencerules for drafting electronic correspondencethe impact of technology and mobile devices on modern communicationrules for video calls and video conferencescreating a first impression and building a positive imageelements of body language during self-presentation and public speakingkey tips for public speaking participantsconsistency and adequacy of verbal and non-verbal messagesproxemics or social distances (exercises*)Part IV – Etiquette in Communication
the principle of seniority in official and business relationsthe principle of priority of the right hand in official and business relationsgreeting in social and official relationsintroducing yourself and others in official relationsproper handshake and other methods of greetingseating at the table according to the principle of seniority and the right hand rulethe art of small talk in establishing and maintaining contactsassertiveness at work and boundaries of availabilitytransferring good practices from work to private life
