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Certificates: Digital Communication" certificate
Basic certificate in project management (GPM)® from PM-Zert
Certificate "Quality representative with TÜV Rheinland-certified qualification" -
Examination: Praxisbezogene Projektarbeiten mit Abschlusspräsentationen
Zertifizierung durch die PM-ZERT, Zertifizierungsstelle der GPM Deutsche Gesellschaft für Projektmanagement e. V.
Qualitätsbeauftragte:r mit TÜV Rheinland geprüfter Qualifikation -
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
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
Project management
Artificial intelligence (AI) in project management (approx. 1 day)
Presentation of specific AI technologies
Recommendations for dealing with AI
Prompting in a professional context
Context skills (approx. 3 days)
Governance, structures and processes
Strategy
Power and interests
Personal and social skills (approx. 1 day)
Personal communication
Technical skills (approx. 10 days)
Project design
Agile project management
Organization, information and documentation
Opportunities and risks
Requirements and goals
Scope of services and deliverables
Process and deadlines
Stakeholders
Resources
Costs and financing
Planning and control
Project work, certification preparation and certification examination in project management (approx. 5 days)
By PM-ZERT, certification body of the GPM Deutsche Gesellschaft für Projektmanagement e. V.
Quality officers with TÜV Rheinland-certified qualifications
Fundamentals of Quality Management (approx. 1 day)
Terms and Definitions
Quality Management
Quality Management Systems
Standards and Guidelines
Structure of the Standard According to the Harmonized Structure
Fundamentals of Litigation (approx. 1 day)
What Is a Process?
Process Management According to ISO 9001
Identification of Processes
ISO 9001 Process Model
AI-Supported Process Analysis and Optimization
Organizational Context (approx. 1 day)
Organizational Context
Organizational Context with Climate Change Aspects
Stakeholders
Scope of Application
Management (approx. 1.5 days)
Commitment to the QM system
Quality policy
Responsibilities and powers
Planning (approx. 1 day)
Managing Risks, Opportunities, and Actions
Quality Objectives and Planning
Planning for Changes
Opportunities and Risks in the Use of AI in Quality Management
Support (approx. 2.5 days)
Resources
Competence
Awareness
A culture of quality and ethical behavior as an integral part of awareness
Communication
Organizational Knowledge, Knowledge Management
Use of AI applications to support competency development and knowledge management
Documentation of the Quality Management System
Requirements for documented information as evidence of effectiveness and implementation
Operations (approx. 2 days)
Operational Planning
Requirements for Products and Services
Development
Proactive defect prevention using FMEA, QFD, and Poka Yoke
AI-supported methods for predictive defect detection (Predictive Quality)
External Provision
Supply Chain Act (LkSG) and EU Sustainability Directive (CSDDD)
Production and Service Delivery
Approval of products and services
Management of Non-Conforming Results
Performance Evaluation (approx. 1.5 days)
Monitoring and Measurement
AI-powered data analysis and evaluation
Internal audit
Management review
Improvement (approx. 1 day)
Non-conformity and corrective actions
Continuous improvement
Auditing and Certification (approx. 1 day)
Fundamentals of Auditing
Internal Audits
Audit Process
Auditing External Providers or Third Parties
Certification Audit
Communication (approx. 1.5 days)
Building Blocks of Communication
The Iceberg Principle of Communication
The Four-Ears Model
Communication Behavior in Audits
Project management (approx. 1 day)
Definition of project
Managing projects successfully
Total Quality Management (approx. 1 day)
Quality in an Organization
ISO 9004: Guidance on Achieving Sustainable Success
EFQM Model for Excellence
Project work, certification preparation and certification examination "Quality Officer with TÜV Rheinland certified qualification" (approx. 3 days)
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 master basic project management techniques and be able to apply them. The theoretical knowledge imparted in combination with many practical exercises will enable you to carry out future projects professionally.
In addition, you will learn how to plan, implement, and maintain a quality management system and monitor its effectiveness. You will also gain professional knowledge in the application of DIN EN ISO 9001, in planning internal quality audits, and in the effective use of AI-powered tools in quality management.
This course is aimed at anyone whose daily work involves contact with customers or whose area of responsibility involves external communication.
The additional qualification in project management is suitable for people from the technical, creative and/or commercial or office sector who are familiar with the planning, implementation and evaluation of projects or who aspire to such an activity.
The course is also aimed at managers and employees who are entrusted with quality management, who are to implement a QM system in practice or who would like to develop in the area of quality management.
Good communication skills are very important in all professions with customer contact. Your new knowledge will improve your career prospects in the long term.
You will also take the exam for the internationally recognized Basic Certificate in Project Management (GPM) ®. The certification exam is conducted by PM-ZERT (certification body of the GPM Deutsche Gesellschaft für Projektmanagement e. V.). V.).
An additional qualification as a quality officer is in demand from companies of all sizes in industry, trade and the service sector. After the course, you can provide meaningful proof of your new skills with a TÜV Rheinland-certified qualification.
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).