The course "Digitale Kommunikation und Konfliktmanagement" consists of three modules. The first part focuses on digital communication. You first clarify what digital communication actually is and how it differs from analog communication. Then it covers channels like email, chat, and social media, digital rhetoric, and netiquette.
Following that are the legal basics. Media and copyright law are on the agenda, as well as data protection according to GDPR and data security. You learn the basics of secure digital communication, for example encryption. AI runs through the entire course, from prompt engineering to critical handling of AI-generated content.
The focus on corporate and customer communication takes up a lot of space. You deal with collaborative work, New Work, corporate communication, social intranet, and video conferences. On the customer side, it covers customer experience, touchpoints, solution-oriented conversation management, chatbots, and customer-oriented emails. Separate modules are dedicated to online meetings, body language in front of the camera, and active listening.
The second module is complaint management. You analyze the causes and types of complaints and learn about complaint management systems. The psychology behind the complaint is added, as well as initial reaction, timing, and tonality. At the end are de-escalation strategies and dealing with difficult customers. AI supports the processing of complaints.
The third module is called conflict management for managers. Here you reflect on your own communication style and conduct conflict conversations as a management tool. Escalation levels, the Harvard concept, and nonviolent communication are fixed components. Each module ends with a project assignment and a presentation of the results.
The course is aimed at all people with daily customer contact. It is also suitable if your area of responsibility involves external communication. Classes take place full-time, Monday to Friday from 8:30 AM to 3:35 PM. In weeks with public holidays, it goes until 5:10 PM. The duration is five weeks.
Teaching is live via the video technology alfaview®, no self-study system. You see your instructors and the entire course face-to-face. Learning takes place in groups of usually 6 to 25 participants. At the end you receive the certificate "Digitale Kommunikation und Konfliktmanagement". In addition, there are the supplementary certificates "Digitale Kommunikation" and "Konfliktmanagement für Führungskräfte".
