1. The company and its organisation
  2. The business organisation
  3. Management in the company
  4. Interaction relations between management and management assistance
  5. Duties of the secretarial service

  1. The communication process
  2. Communication in business. Its importance

  1. Forms of oral communication in business
  2. Precision and clarity of language
  3. Elements of oral communication. Effective communication
  4. Conducting dialogue
  5. Non-verbal communication. Functions
  6. The organisation's corporate image in face-to-face communications

  1. General rules of behaviour: Knowing how to be -naturalness, good manners, tact, sense of humour, self-control. Knowing how to be - courtesy, good table manners, smile, treatment. Knowing how to function -rigour, punctuality, verbal expression, conversation.
  2. Introductions and greetings
  3. Application of techniques for conveying the corporate image in presentations. Courtesy and punctuality
  4. Use of personal image techniques. -Clothing, elegance and movement.

  1. General rules
  2. Tools for proofreading: Dictionaries, grammars, synonym and antonym dictionaries and computer proofreading.
  3. Specific rules
  4. Correspondence: its importance
  5. Urgent communications
  6. The fax. Use and writing formats
  7. E-mail
  8. Techniques for conveying the corporate image in written communications. Inherent prestige
  9. Internal communication tools in an organisation: suggestion box, noticeboards, notices and internal memos
  10. Complaints. How to deal with them and how to make them
  11. Data protection legislation

  1. Internal communication in sports organisations
  2. Identity, corporate image and marketing communication
  3. Institutional relations
  4. Relationship with the social mass and the geographical community
  5. Relations with the media

  1. Telephone Communication Process
  2. Intervening parties. types of interlocutors Appropriate treatment
  3. Usual benefits for companies
  4. Means and equipment
  5. Components of telephone attention: physical attitude, voice, timbre, tone, rhythm, articulation, elocution, silences, smile.
  6. Making effective calls
  7. Message collection and transmission
  8. Call screening
  9. Simultaneous call handling
  10. Handling of different categories of calls
  11. The telephone protocol
  12. Videoconferencing, FAQ, forums, SMS, newsgroups
  13. Techniques for conveying corporate image in telematic communications

  1. Conflict as a business problem
  2. Functions of conflict
  3. Causes of conflict
  4. Types of conflicts. Depending on:
  5. Human aggression and conflict
  6. Conflict resolution
  7. Determining factors in conflict resolution
  8. Prior relationship between the parties
  9. Nature of the conflict
  10. Characteristics of the parties
  11. Estimates of success
  12. Conflict prevention
  13. Development of social skills for conflict resolution - empathy, assertiveness, active listening, influencing, leadership, change management and dialogue.

  1. Types of users in sports facilities
  2. Communication with the user
  3. Assistance and attention to users in sports facilities

  1. Ethics and conduct of people in physical activity and sport organisations
  2. Organisation and organisational function