Effective communication with a client based on Transactional Analysis 1.2.5-EC-EKKAT
Course objectives:
to familiarise the students with selected concepts of transactional analysis as a theory of human communication relevant in communicatiion with tourist clients.
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Course content:
1. Main concepts of Transactional Analysis - introduction
2. The value of contracting
3. Client psychological attitudes in communication (life positions)
4. Building relationships with clients using strokes
5. Client interpersonal styles (ego states)
6. Client thinking styles (ego states - functional model),
7. Communication paths (transactions)
8. Psychologial games in tourist context
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Methods of teaching: multimodal presentation, pair-work, discussion, reading, writing, ICT tools/e-learning, MSTeams platform
Field of study
Student workload
Study level
Education profile
Type of course
Mode
Course coordinators
Learning outcomes
Learning outcomes acc to PQR 2019
Knowledge
The student knows
1. selected terminology of the theory of transactional analysis (k_W04/P6S_WG)
2. methods of diagnosing the needs of recipients of tourist services via communication (k_W04/P7S_WG)
Skills
The student can
3. use various phrases, structures and stylistic rules to communicate effectively with clients (k_U01/P6S_UW)
4. be innovative in analysing client communication behaviours using transactional analysis tools (k_U02/P6S_UW)
Social competences
The student is ready to
5. accept psychological differences and recognize them as natural conditions of human communication in a professional context k_K04/P6S_KO)
Assessment criteria
Forms of evaluation of learning outcomes:
1. Active participation - up to 50% of the final grade (outcome 1,2,3,4,5)
2. A reflective essay on which aspect of TA the student finds useful in their professional career in tourism - 50% of the final grade (outcome 1,2,3,4,5)
Criteria
grade 3 - 60%
grade 4 - 80%
grade 5 - 100%
Bibliography
Reading list:
Dawid-Sawicka, M. & Stelmach E. (2023). 13 wzorców dobrej komunikacji i relacji. Analiza transakcyjna w praktyce. Wolter Kluwer.
Hay, Julie (2009). Transactional Analysis for trainers. 2nd ed. Hertfort, UK: Sherwood Publishing.
Stewart, I., and V. Joines (2012). TA today. 2nd ed. Melton Mowbray: UK: Lifespace publishing
Stewart, I., and V. Joines (2016). Analiza Transakcyjna Dzisiaj. Rebis.
Additional information
Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system: