Topic outline

• General
  
  

  General

  • News and Announcements Forum
  • Questions and Comments on the Course Forum

    If you encounter any problems or wish to share your opinion on course activities or content, please add your posts here. 

  • Sylabus File
  • The course is available on the open licence File
  • Self-test for FIRST PART Quiz

    Dear participant,
    
    As the authors of the course we are delighted that you have decided to improve your knowledge and practical skills in communication field.
    
    This task is for employers and anyone else to explore the skills of the course in the first part. This test will determine the current level of knowledge and competences as well as the knowledge resources to be done in the first part of the course.
    
    The quiz score of 75% correct answers (minimum 5 good questions) allows you to proceed to the next part.
    
    Greetings and fruitful learning through Moodle.
    
    Aneta Brzostek, Justyna Fidrocka

    

  • Self-test for SECOND PART Quiz

    Dear participant,
    
    As the authors of the course we are delighted that you have decided to improve your knowledge and practical skills in communication field.
    
    This task is for employers and anyone else to explore the skills of the course in the second part. This test will determine the current level of knowledge and competences as well as the knowledge resources to be done in the second part of the course.
    
    The quiz score of 75% correct answers (minimum 5 good questions) allows you to proceed to the next part.
    
    Greetings and fruitful learning through Moodle.
    
    Aneta Brzostek, Justyna Fidrocka

    

  • Self-test for THIRD PART Quiz

    Dear participant,
    
    As the authors of the course we are delighted that you have decided to improve your knowledge and practical skills in communication field.
    
    This task is for employers and anyone else to explore the skills of the course in the third part. This test will determine the current level of knowledge and competences as well as the knowledge resources to be done in the third part of the course.
    
    The quiz score of 75% correct answers (minimum 5 good questions) allows you to proceed to the next part.
    
    Greetings and fruitful learning through Moodle.
    
    Aneta Brzostek, Justyna Fidrocka

    

• PART I
  
  

  PART I

  The first part of the course is a block consisting of nine subjects about the meaning of interpersonal communication, verbal and non-verbal, creating bonds and long term relationships, as well as barriers to communication. 

  • Subject 1.1. Introduction to interpersonal communication

    
    

    This subject contains the definitions and meaning of verbal and nonverbal communication and the principles of effective communication. 

  • 1.1.1 Introduction to the communication File
  • 1.1.2 The model of communication process File
  • 1.1.3 Verbal and non-verbal communication File
  • Verbal and non-verbal communication URL
  • 1.1.4 Principles of effective communication File
  • 1.1.5 Empathy File
  • Quiz - Introduction to the communication
  • Test on communication Quiz
  • Crossword - "Relations" HotPot
  • 
    

    Subject 1.2. Adjustment and leading the conversation and relationship with the environment

    In this subject you will learn the basic rules of communication with the society and keeping long term relationships.
    

  • 1.2.1 Instinctive mirroring File
  • Understanding Others as Oneself URL
  • 1.2.2 Speaker's 'Language' File
  • How to speak so that people want to listen URL
  • 1.2.3 Conversation with the customer File
  • 1.2.4 Self - image File
  • Quiz - relationships with the environment
  • PRACTICE - Two Worlds File
  • 
    

    Subject 1.3. Body language and the relationships

    This subject focuses on the meaning of body language in communication - how much we can tell by body language, position of hands, body, our sight.

  • 1.3.1 Body language - definitions File
  • Short lesson - body language URL
  • 1.3.2 Positions in body language File
  • 1.3.3 Face File
  • 1.3.4 Eyes File
  • 1.3.5 Arms and hands File
  • 1.3.6 Legs and feet File
  • 1.3.7 Lie and the body File
  • Make body language your superpower URL
  • Quiz - body language
  • 
    

    Subject 1.4. First impression

    In this topic you will learn how important the first impression is. 

  • 1.4.1 Good first impression File
  • How to make a great first impression URL
  • 1.4.2 Stereotypes File
  • Quiz - first impression
  • 
    

    Subject 1.5. Active listening

    Communication is not only the knowledge of how to talk with people, but it especially emphasizes listening skills. A very important thing is commitment, empathic listening, and paraphrasing.

  • 1.5.1 What active listening actually is File
  • How to become an active listener URL
  • 1.5.2 Emotions File
  • Crossword - "Emotions" HotPot
  • 1.5.3 Questions and active listening File
  • 1.5.4 Paraphrasing File
  • Quiz - active listening
  • 
    

    Subject 1.6. Assertiveness

    This subject is about how to be assertive in relations with the society, how to react to criticism and the pression from outside.

  • 1.6.1 Assertiveness File
  • Being assertive URL
  • 1.6.2 Reactions to the manipulation File
  • 1.6.3 Criticism File
  • Quiz - assertiveness
  • 
    

    Subject 1.7. Creativity

    Everyone wishes to be creative in any part of our lives. This topic describes what the creativity is and how to stimulate it, where the borders are and what is blocking our creative thinking. 

  • 1.7.1 What the creativity is File
  • 1.7.2 Models of creative thinking File
  • 1.7.3 Illusions File
  • Amazing optical illusions URL
  • 1.7.4 Idea killers File
  • 1.7.5 Ways to stimulate creativity File
  • PRACTICE - CREATIVITY Page
  • 1.7.6 Creative motivation File
  • Quiz - creativity
  • The task of "Be creative" - ​​a set of exercises Assignment

    Download the document TASKS - BE CREATIVE.doc

    Then solve all the exercises contained in the document. Save the file and send it to your teacher via the Moodle platform.

    
    

  • 
    

    Subject 1.8. Stress 

    as a major obstacle to creativity stimulation

    This subject focuses on what stress is and how it affects our relationship with the enviroment and creative thinking. 

  • 1.8.1 Stress - what does it mean File
  • 1.8.2 Sources of stress File
  • Types and Causes of Stress URL
  • 1.8.3 Body and stress File
  • What Does Stress Do To Your Body URL
  • 1.8.4 Stress symptoms File
  • TEST - stress Quiz
  • 
    

    Subject 1.9. Stress breakers

    Stress accompanies each of us, but not everyone can cope with difficult situations. The following topic describes techniques for coping with stress and the impact of diet, exercise, relaxation, sport and the environment on stress management.
    

  • 1.9.1 Techniques for coping with stress File
  • 1.9.2 Ways to eliminate stress File
  • How to make stress of your friend URL
  • Crossword - "Coping with stress" HotPot
• PART TWO
  
  

  PART TWO

  The second part of the course is a block about relationships in customer services. It contains four subjects, where we can find information about professional customer service, how it affects business efficiency and sales process, as well as how to identify the type of customer and how to deal with it.

  • 
    

    Subject 2.1. Professional customer service

    This topis is concentrated on what the customer service is and the meaning of high quality in customer services.

  • 2.1.1 Customer service File
  • I understand customer service URL
  • 2.1.2 Quality in customer service File
  • Funny - bad customer services URL
  • 2.1.3 Selling process File
  • 2.1.4 Employee File
  • 2.1.5 Customer relationships File
  • Quiz - customer service
  • 
    

    Subject 2.2. The customer and the business efficiency

    This subject explains how to use the relevant sales models and the busienss efficiency of pro-client sales.
    

  • 2.2.1 Pro-customer model of sale File
  • 2.2.2 Benefits of buying - how to promote the sale File
  • 2.2.3 B2B and B2C File
  • Demand and supply URL
  • Quiz - customer and sales effectiveness
  • 
    

    Subject 2.3. Stages of pro-customer sale model

    Here we will find the answer how to proceed with a customer in the sales process so that both parties have been successful. 

  • 2.3.1 Stages of pro-customer sale model File
  • Customer expectations URL
  • Quiz - sale
  • 
    

    Subject 2.4. Psychological types of customers

    In this subject we will find definitions and descriptions of different types of customer behaviour.

  • 2.4.1 Customers File
  • 2.4.2 Typology of clients File
  • How to deal with different types of customers URL
  • 2.4.3 How to deal with customers File
  • Identify you prospects Personality Type URL
  • Quiz - customers
• PART THREE
  
  

  PART THREE

  In this part we will find the information about social media, traditional and Internet marketing, and innovation in business.

  • 
    

    Subject 3.1. How do the social media work?

    This topic is concentrated on the most popular and most useful social media portals. It contains the explanation of how social media work, both in private and business life. 

    In separate parts there are specifications and functions of the six most popular social media portals. 

  • 3.1.1 How do social media work File
  • Facebook
  • YouTube Book
  • Instagram Book
  • Twitter Book
  • Snapchat Book
  • LinkedIn Book
  • Resume - what is Social Media. URL
  • How Social Media marketing works. URL
  • Quiz - social media
  • 
    

    Subject 3.2. Internet marketing and traditional marketing in business

    What is present and modern marketing? Is it better than traditional marketing? You will find the answers to these questions in this subject.

  • 3.2.1 Online marketing vs traditional marketing File
  • Online Marketing Vs Traditional Marketing URL
  • 3.2.2 Content marketing File
  • Quiz - internet marketing
  • 
    

    Subject 3.3. Innovation in business

    In this subject we will find the answers to the questions: What is innovation? How to work with modern tools and solutions for business? What are startups? 

  • 3.3.1 Innovation File
  • Strategy and innovation in companies URL
  • 3.3.2 Startups as an innovative companies File
  • Mark Cuban's 12 Rules for Startups URL
  • 3.3.3 Innovation and competitiveness File
  • Quiz - innovations
• Final Task 1
  
  

  Final Task 1

  In this task, working in groups, you will create an image of an ideal workplace - DREAM COMPANY, but you will also use your knowledge of communication, marketing, negotiations and entrepreneurship and add some practice to it.

  Before you start doing the task, please read the description - you will learn what the aim is.

  • Final Task 1 - Description File
  • Dream Company - Appearance Wiki

    First, describe its looks individually. For example, describe the inside and outside of its building (if the company is in the building), the location, what you can find inside, the people working there. Describe the employees’ relations, the person who runs the company (if it is the boss /the owner/, say what he/she is like, if it is not the boss, then say who is in charge of it). Tell us about the rules in this place.

    
    Your individual work should comprise of all the ideas that have come to your mind. Don’t worry about any suggestions. Write straight from your heart. Don’t be afraid of your own ideas, because there is no scale of assessment. No idea will be better than any other. They will all be good because they will be yours. :-)

    
    

  • Choose your group Choice

    In the next part of Final Task 1 you will be working in groups. Choose the group you want to work in by choosing one of the colours given. You can earlier decide on it with friends, but remember - first come, first served. ;-)

  • Dream Company - the Image (the Green Group) Wiki

    Not available unless: You belong to Green
  • Dream Company - the Image (the Yellow Group) Wiki

    Not available unless: You belong to Yellow
  • Dream Company - the Image (the Red Group) Wiki

    Not available unless: You belong to Red
  • Dream Company - the Image (the Blue Group) Wiki

    Not available unless: You belong to Blue
  • Dream Company - the Image (the Black Group) Wiki

    Not available unless: You belong to Black
  • Communication within groups - your observations Forum

    Pay attention to the communication between group members. Do you communicate appropriately? Is there anything that disturbs you from proper mutual communication? Does your work mean negotiating or quarrelling? In the end, please write down your observations on your work in a constructive way.*

    * Constructive way means a way in which we talk about the mistakes made, but never blame anyone personally. Remember not to use destructive criticism, which hurts people and does not help to solve the problem. In such a situation the problem will not be solved, but the person will be hurt.

    
    

• Final Task 2
  
  

  Final Task 2

  Imagine you are the employees of a company operating in the field of tourism marketing. 

  The company recently received an order for the creation of a new image of Eastern Europe, aimed at attracting the Nordic customer. The order is the result of the research, which shows that tourists from Denmark, Sweden, Norway and Finland expressed great desire to travel to the Eastern parts of Europe. However, the research revealed a problem that affects the Nordic tourists - they have little or no information about the region's geography, history, nature, culture, customs, cuisine and so on. Thus, not many of them decide to choose Latvia, Lithuania or Poland, as their travelling destinations.

  
  

  • Collected data:

    - The survey shows that tourists from the Nordic countries have very substantial resources to be spent on holidays abroad, which could measurably power budgets of municipalities in the region mentioned.

    - The characteristics of the Nordic tourist:

    • SWEDISH tourist - creative, conservative, leading eco-friendly lifestyle
    • NORWEGIAN tourist - rich, fond of special offers, leading eco-friendly lifestyle
    • DANISH tourist - leading eco-friendly lifestyle. There are two types of Danish tourists (Copenhagen - fond of modern offers and solutions, Jutland - comes from agriculture, spending free time close to nature, often travellig by campers)
    • FINNISH tourist - the least wealthy, nature lover, leading eco-friendly lifestyle.

  • Given the above, we need to create a marketing campaign for Eastern Europe, using all available channels - including social media, which will attract the tourists described.
    

    The result expected during and after the campaign is the growing number of Nordic tourists in your country (Latvia, Lithuania, or Poland).

  • Marketing Campaign Forum

    In Final Task 2 you can work individually, in pairs or groups. When you finish, share your work here. If you haven't been working alone, list all your task mates at the beginning of your post. 

• Course Evaluation
  
  

  Course Evaluation

  Dear Students,

  We would like to kindly ask you to do the questionnaire after you finish the course. All the information we collect will help us increase the efficiency and attractiveness of our courses. Thank you for your honest answers in advance! :-)