TTK University of Applied Sciences
Subject 'Communication Psychology'Name in Estonian: Suhtlemispsühholoogia
General descriptionCommunication as art. On the way to the service society. Concept, essence and quality of service. Product presentation. Personality, skills, attitudes, motivation of a future employee. Cooperation. Person perception and factors that have an impact on it. Self-esteem and positive self-image. Different customer types. Concept, essence and techniques of communication. Communication stages. Communication levels. Active listening. Questioning and answering questions. Conflicts. Resolving conflicts. Main concepts of group behaviour. Group development. Social role and improving skills in relation with professional work.
General aimThe objective of the course is to provide knowledge and practical experience about communication and service that the student needs in the future professional activities.
AimThe student:
- has knowledge and experience in communication psychology; - can communicate positive initial impression and start as well as finish a communication process; - knows how to use verbal and nonverbal means of communication; - has an overview of different questioning and listening techniques; - is able to form and lead teamwork; - has knowledge about the principles of customer-centred service; - can see problems from the "winner-winner" position. Form descriptionLectures, guided conversations, discussions, various group works. Photo and video analysis.
LiteratureKidron, 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. Suhtlemispsühholoogia 1. Tallinn: Tallinna Tehnikakõrgkool. Õppejõu materjalid. Is taught in following curricula2003: EA * Optional subject
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