Competências Comunicacionais em Engenharia de Telecomunicações e Informática II

Objectives

Define professional communication; identify the principles of professional communication; relate communication with professionalism; recognize the role of technical language (jargon) in business communication; specify the risks of using jargon with a lay audience; enunciate the role of the client culture in professional communication; apply professional behaviors when in contact with the client; describe different methods of managing complaints; recognize the specifics of commercial communication; outline, prepare and conduct trainings; specify the characteristics of internal communication in IT teams.

Syllabus

Professional Communication - Central concepts Communication and Professionalism Technical language in communication: Contexts and solutions Excellence in customer service: Postures and procedures Customer complaints management IT commercial communication: Good practices Outline, prepare and conduct information technology training Internal communication in IT teams

Cross Competence Component

Interpersonal communication in its different components, public communication, teamwork, critical thinking and creativity. All the evaluation components include the analysis of the indicated skills.

Ethical Principles

All members of a group are responsible for the group’s work In any assessment, every student shall honestly disclose any help received and sources used. In an oral assessment, every student shall be able to present and answer questions about the entire assignment and solution.