This course provides you with theoretical and practical knowledge from key business fields. You will apply and deepen your understanding of the technical terminology and professional communication skills required in a professional context through hands-on exercises. You will then learn the basics of communication in the digital age using both traditional and modern communication tools, such as email and video conferencing. You will also learn how to design complaint management systems.
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Certificates: Goethe-Test PRO" certificate
Digital Communication" certificate -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
Goethe-Test PRO -
Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 12 Weeks
Job-related German language support for the commercial and technical sector
Professional Communication in the Workplace (approx. 1 day)
Communication in Typical Professional Situations
Using job-related technical terms in a work context
Understanding job-related texts, work instructions, and company information
Understanding Conversations and Meetings in a Professional Context
Business Correspondence (approx. 2 days)
Layout and Design of Business Letters
Modern salutations and opening lines
Writing Customer-Focused Letters and Emails
AI-powered writing assistance for emails and letters
Reporting in the Workplace
Creating Cover Letters in Accordance with DIN 5008
Artificial Intelligence (AI) in Professional Communication (approx. 1 day)
Overview of AI Tools in the Professional Workplace
Using AI to Support Professional Correspondence
Creating and Optimizing Professional Texts with AI
Opportunities and Limitations of AI in Everyday Work
Professional field of communication management (approx. 3 days)
Communication in the company
Forms of communication in teams
Meetings and presentations
Conflict management
Conducting appraisal interviews
Conducting job interviews
Sales and consultation meetings
Writing offers
Trade fairs and product presentations
Processing complaints
Business Field (approx. 6 days)
Fundamentals of Human Resources, Management, and Labor Law
Fundamentals of Finance and Controlling
Structure and Content of Payroll Processing
Understanding and Interpreting Operational Analyses, Charts, and Statistics
Professional field of marketing (approx. 6 days)
Basics of advertising
Market analysis and market research
Online marketing and e-commerce
Marketing communication
Use of AI in the creation of marketing texts
Business Processes (approx. 7 days)
Restructuring and Process Management
Process Changes Within the Company
Digital Transformation
Energy Management and
Environmental Protection in the Company
Project Management
Occupational field logistics and trade (approx. 8 days)
Production and
Purchasing and procurement
Delivery and transportation
Retail trade
Project work, certification preparation and certification exam "Goethe-Test PRO" (approx. 6 days)
Digital communication
Basics (approx. 2 days)
What is "digital communication"?
Differentiation from analog communication
Communication channels (e-mail, chat, social media)
Advantages and disadvantages of digital communication (always on, data integration, internationalization, interactivity)
Digital rhetoric and netiquette
Legal foundations and AI (approx. 1.5 days)
Media and copyright law
Data protection (GDPR) and data security
Basics of secure digital communication (e.g. encryption)
Using AI correctly in everyday working life
Media competence (approx. 1 day)
How algorithms work
Recognizing fake news
Confirmation bias
Prompt engineering
Dealing critically with AI-generated content
Corporate Communications (approx. 2 days)
Connected Work Environments/Collaborative Work
New Work and Digital Collaboration
Corporate Communication
Digital Business Models and Tools
Digital Transformation in Corporate Culture
Social Networks
Social Intranet
Video Conferencing
Customer communication (approx. 2.5 days)
Importance and structure of e-commerce
Customer experience (CX)
Medium selection in digital customer contact
Communication requirements at the customer touchpoint
Definition and implementation of conversation goals
Active and solution-oriented conversation management
Chatbots
AI in customer contact
E-mails in the digital age (approx. 1 day)
Customer-oriented e-mail design
Professional formulations
Choosing the right font style
Use of text modules
Spam filter
AI-supported optimization of emails
Video conferences and telephone calls (approx. 2 days)
Preparation of online meetings
Methods and tools for successful
online meetings
Typical pitfalls in online calls
Technical and organizational framework conditions
Effect of body language and voice in front of the camera
Active listening and controlling the conversation
Radiating confidence and competence
Invitation, preparation and follow-up (taking minutes)
Conflict Management (approx. 1 day)
Causes of Conflicts
Conflict Models
Communication Barriers
Stages of Conflict Resolution
Roles in Conflict Resolution
Online Backlash and Trolls
Project work (approx. 2 days)
To consolidate the content learned
Presentation of the project results
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as an opportunity for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Complaints in digital channels (e.g. reviews, social media)
The Psychology of Complaints (approx. 1 day)
Recognizing Behavioral Patterns
Customer Needs and Expectations
Levels of Relationship
Dealing with Different Types of Customers
Reaction to complaints (approx. 0.5 days)
Initial reaction: timing and tonality
Analysis of complaints
Key factors
Complaints handling (approx. 1 day)
Guidelines for the professional handling of complaints and grievances
Procedure of a complaint discussion
Use of AI to support the handling of complaints
De-escalation (approx. 0.5 days)
De-escalation strategies and dealing with difficult customers
Maintaining a professional attitude and setting boundaries
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Changes are possible, the course content is updated regularly.
The course provides you with the necessary know-how for employment as a commercial and technical specialist, including job-related German language training, in order to achieve successful integration into the German labor market.
You will also acquire comprehensive skills in digital communication and use various communication channels in a targeted and customer-oriented manner. You will conduct conversations confidently, in a solution-oriented manner and in a way that is appropriate for the target audience - even in challenging situations. You will also be able to handle complaints professionally, apply de-escalation strategies and contribute to increasing customer satisfaction.
This course is aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
The course is also aimed at international professionals with a business or technical background who wish to improve their technical and job-related communication skills in order to enter the German job market.
Good communication skills are very important in all professions with customer contact. Your new knowledge will improve your career prospects in the long term.
In addition, the course provides you with job-specific German language training so you can draft business correspondence in accordance with current guidelines and communicate confidently with both internal and external stakeholders. With the “ alfatraining ” certificate, you can demonstrate the professional skills you’ve acquired, making it easier for you to enter the workforce and advance in your career.
Your meaningful certificate provides a detailed insight into the qualifications you have acquired and improves your career prospects.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).