Subject 'Communication and Psychology'

Year:   2015/2016    2016/2017    2017/2018    2018/2019    2019/2020    

Communication as an art. On the way to the community of services. The definition, essence and quality of servicing. Product presentation.
Personality, skills, attitudes and motivation of a future employee. Cooperation.Perception of person and the factors influencing it. Self-esteem and positive self-image.
Different type of clients.The definition, essence and techiques of communication. Stages in communication. Levels of communication. Active listening. Asking and answering questions.
Conflicts. Ways of solving conflicts.
Principles of group behaviour. Development of a group. A social role and imroving the skills related to one's professional activity.

The goal of the course is to provide knowledge and practical experience of communication and servicing, facing students in their future professional activity.

Learning outcomes:
The student
- has knowledge and experience in communication psychology;
- is able to make a positive first impression, to start and finish a communication process;
- is able to use verbal and non-verbal means of communication;
- has an overview of various questioning and listening techniques;
- is able to plan and lead teamwork;
- has knowledge of the principles of client-centered servicing;
- can see problems from the "win - win" position.

Daily study. Distance learning.
Teaching methods:
Lecture, guided conversation, discussion, different groupwork, photo and video analysis.

Kidron, A 2004. Suhtlemine. Tallinn: Mondo
Klienditeenindus valguses ja varjus. 2005. Tallinn: Äripäeva Kirjastus
Lehtsaar, T. 2008. Suhtlemiskonflikti psühholooogia. TÜ Kirjastus
Matthew, M. jt. 2001. Suhtlemisoskused. Tallinn: Väike Vanker
Sameli, E. 2005. Suhtlemine keskastmejuhi proovikivi. Tallinn: Äripäeva Kirjastus
Trell, E. 2006.

Assessment is on the basis of students' participation in lectures and practical activities. The final project is making of an argumentative and persuasive presentation on a chosen topic.

2013: RR  TD  

2012: RR  TD  

2011: RR  TD*  

2008: TI  

2007: TI  

2006: TI  

2005: TI  

2004: TI  

* Optional subject