Преподавател(и):

доц. Георги Петров  д-р
 Людмил Дуриданов  д-р

Описание на курса:

Компетенции:

COMPETENCIES

Successfully graduated students:

1) know:

- How to persuade partners and clients in typical situations

- How to synchronize socially and psychologically sensitive channels using the power of body language within multichannel communication, in globally distributed environments

- How to select appropriate nonverbal channels and synchronize them with the words as a sustainable image, especially during the first ten-twenty seconds.

2) can:

- Play various roles that secure a confident performance bringing solutions in difficult professional situations

- Design a suitable working style with a customer in English within a German speaking globally distributed environment

- Create a well-balanced presence within real practical cases (interacting with Germany, Switzerland, Austria) covering a wide range of clients.
Предварителни изисквания:
PRELIMINARY REQUIREMENTS

Students have to bring along the following skills:

- Basic English knowledge

- Elementary computer skills

Форми на провеждане:
Редовен

Учебни форми:
Лекция

Език, на който се води курса:
Английски

Теми, които се разглеждат в курса:

TOPICS

№ Title of lecture

1. Practical introduction into the communication priorities of a globally distributed environment; discussion on English Key Competences for German-speaking clientèle (the role of outsourced Service Centers and Global Delivery Centers)

2. Practical application of multi-channel communication in global corporate milieus - synchronization of Language and Body Language channels with Social Media

3. Shorthand etiquette and the importance of setting a first Connect with customers and business partners exploring his/her interests (worries or problems)

4. Responsive Reading - a prompt response to nonverbal factors of customer behavior (para-linguistic factors: pitch, tone, emotional character, rhythm, lip design, space expansion, slow motion, intensity of communication)

5. Soft skills to initiate a „common space“ with customers empowering synchronization of information pace (Slow / Fast Message) and volume (High / Low Context) in short conversations

6. Discussion of relevant scenarios for preserving Image - Introducing the interplay between verbal and nonverbal communication and its prompt impact on the customer (corporate ethics)

7. Application of short SMS style within customer service - visualization (shorthanded signs), adjusting tempo (fast / slow), synchronization (between synchronous and asynchronous etiquette) and immediate impact on a successful lead-out of a customer

8. Synchronization of different channels to bring the customer as soon as possible on his way out of the problematic situation (required skills: interactive competence, the art to respond, positive statement standards - paraphrase)

9. Quick challenging presentation skills "in the elevator" (elevator pitch) to impress a customer or business partners and to persuade them quickly

10. The role of Social Media (Facebook, Skype, etc.) - a „therapeutic solution“ to reduce customer aggression and successfully manage customer problems

11. The so-called Facebook technology – application of the new social and psychological sensitivity - a prompt art to respond and bring professional problems to reasonable solutions (Facebook, Skype, Unify etc.).

12. Soft skills to synchronize (connection and disconnection) private and professional life; the dynamic impact in the customer call (directly: therapeutic; in the long term: socializing - a steady client)

13. Initial consultation with the customer in a service center or with a new business partner - the art to resume (orally - with the customer; in writing - to the next level of customer service)

14. The emotional alphabet as communication syntax - sequences and intensity of oral conversation (on the phone, video conference, face-to-face interaction) and written discussions with customers (to text: SMS, email, chat, mobile communications)

15. Flashing signals of the „silent body language“ (micro-expressions, hot spots) – application of „leaks“ (barometer of „truth“) in terms of customer communication - voice alignment within a customer phone call or chat.

Литература по темите:

RECOMMENDED READINGS

- EKMAN, PAUL: Emotions revealed, Understanding Faces and Feelings, London 2003.

- HALL, EDWARD & MILDRED: Hidden Differences, Doing Business with the Japanese, New York 1987

- JEFFRIES, MARK: Using the Secrets of Strategic Communication and Soft Skills to Win, London 2008.

- MILLAR, JAMES ed. Secrets of Body Language (A History Channel Documentary, 2008).

- REIMAN, TONYA: The Power of Body Language, New York 2007.

- REIMAN, TONYA: The YES Factor, Secrets of Persuasive Communication, New York 2010.

- SOLLMANN, ULRICH: We are our own client, encounter the organization, Heidelberg 2010.