6. Professional communication

After completing this unit, you will have the following knowledge:

• You understand how communication processes are structured.
• You can explain how communication works according to the sender-receiver model.
• You know possible reasons for communicative misunderstandings.
• You can explain which goals can be pursued with questioning techniques.
• You can explain when a conflict exists and what the basic characteristics are.
• You can name the basic characteristics of an escalation.
• You know the basic patterns of conflict resolution.
• You know potential subjects of dispute which can further lead to conflicts.
• You know tools for difficult communication situations.
• You can explain possible meeting objectives.
• You know the rules of meeting preparation.