Certificate Authentication

1. Introduction to the issues of communication

• Communication process and its stages
• The importance of verbal and non-verbal communication
• Techniques and tools for effective communication.
• Direct communication and communication using the media: telephone, e-mail, instant messaging

2. Principles of effective communication as an essential element in effective contacts in the organization

• Self-analysis of one's own style of communication
• Communication errors, their correction and avoidance
• Communication barriers
• Stages of creating an interpersonal contact

3. Effective conversation

• Shaping your own image as the sender and recipient of the message
• Assertive response to objections to criticism and praise
• Recognizing and avoiding communication barriers, active listening as a tool of effective communication  recognizing and coping factors disrupting listening and understanding statements
• The art of asking questions
• Psychological mechanisms and techniques of exerting influence

4. Intercultural aspect of communication

• Basics of proximics - distance in communication
• Formulating messages in intercultural contacts
• Self expression and intercultural perception
• Cultural reading of messages
• Cultural attitudes in everyday communication and negotiations
• Making decisions in the cultural aspect

5. Basic principles of intercultural communication

• Contact-oriented cultures
• Principle-oriented cultures
• Propartner and pro-trading cultures
• Ceremonial and non-ceremonial cultures
• Monochrome and polychronic cultures
• Does "a" always mean "a"? -hidden assumptions and concealed expectations in communication with representatives of particular cultures

6. "Contractor's instruction manual" - what to do, what rather not and a total "faux pas"

• Western European Cultures 
• Cultures of the former USSR states
• American culture

7. Summary