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Certificates: Digital Communication" certificate
Certificate "Conflict management for managers" -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
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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: 5 Weeks
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 communication (approx. 2 days)
Networked working environments/collaborative working
New work and digital collaboration
Corporate communication
Digital corporate models and tools
Digital change in the 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
Obstacles to communication
Stages of conflict management
Roles within conflict management
Shitstorms 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)
Psychology of the complaint (approx. 1 day)
Recognizing behavioural tendencies
Customer needs and expectations
Relationship levels
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
Conflict management for managers
Communication (approx. 1 day)
Communication models and tools
Conversation management and active listening
Conflict discussions as a management tool
Reflection on your own communication style
Conflicts (approx. 2 days)
Causes and types of conflict
Escalation stages and reaction strategies
Harvard concept of conflict resolution
Non-violent communication
Use of AI to develop solutions in conflict situations
Constructive conflict management in the company (approx. 1 day)
De-escalation strategies and solution techniques
Using conflicts as an opportunity for improvement
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Changes are possible, the course content is updated regularly.
You will 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 line with the target group - even in challenging situations. You will also be able to handle complaints professionally, apply de-escalation strategies and contribute to increasing customer satisfaction.
You will also be able to identify conflicts in day-to-day management at an early stage, analyze them professionally and implement suitable solution strategies.
This course is aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
Good communication skills are very important in all professions with customer contact. Your new knowledge will improve your career prospects in the long term.
Knowledge of conflict management will also open up career opportunities for you in team management and other management positions.
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).