- The company and its organisation
- The business organisation
- Management in the company
- Interaction relations between management and management assistance
- Duties of the secretarial service
- The communication process
- Communication in business. Its importance
- Forms of oral communication in business
- Precision and clarity of language
- Elements of oral communication. Effective communication
- Conducting dialogue
- Non-verbal communication. Functions
- The organisation's corporate image in face-to-face communications
- 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.
- Introductions and greetings
- Application of techniques for conveying the corporate image in presentations. Courtesy and punctuality
- Use of personal image techniques. -Clothing, elegance and movement.
- General rules
- Tools for proofreading: Dictionaries, grammars, synonym and antonym dictionaries and computer proofreading.
- Specific rules
- Correspondence: its importance
- Urgent communications
- The fax. Use and writing formats
- Techniques for conveying the corporate image in written communications. Inherent prestige
- Internal communication tools in an organisation: suggestion box, noticeboards, notices and internal memos
- Complaints. How to deal with them and how to make them
- Data protection legislation
- Internal communication in sports organisations
- Identity, corporate image and marketing communication
- Institutional relations
- Relationship with the social mass and the geographical community
- Relations with the media
- Telephone Communication Process
- Intervening parties. types of interlocutors Appropriate treatment
- Usual benefits for companies
- Means and equipment
- Components of telephone attention: physical attitude, voice, timbre, tone, rhythm, articulation, elocution, silences, smile.
- Making effective calls
- Message collection and transmission
- Call screening
- Simultaneous call handling
- Handling of different categories of calls
- The telephone protocol
- Videoconferencing, FAQ, forums, SMS, newsgroups
- Techniques for conveying corporate image in telematic communications
- Conflict as a business problem
- Functions of conflict
- Causes of conflict
- Types of conflicts. Depending on:
- Human aggression and conflict
- Conflict resolution
- Determining factors in conflict resolution
- Prior relationship between the parties
- Nature of the conflict
- Characteristics of the parties
- Estimates of success
- Conflict prevention
- Development of social skills for conflict resolution - empathy, assertiveness, active listening, influencing, leadership, change management and dialogue.
- Types of users in sports facilities
- Communication with the user
- Assistance and attention to users in sports facilities
- Ethics and conduct of people in physical activity and sport organisations
- Organisation and organisational function