Acting in business with NVC & emotional intelligence (GEST803_ITMCY)

benefits

ECTS: 2 crédits
Composante: IAE Savoie Mont Blanc

Présentation

Objectifs

Understand the principles of Nonviolent Communication (NVC) and Emotional Intelligence (EI) in a business context.
Develop effective communication and interpersonal skills for success in the tourism industry.
Learn to apply NVC techniques to improve conflict resolution and teamwork.
Cultivate emotional intelligence for better self-awareness and relationship management.
Acquire problem-solving skills based on empathy and active listening.
Enhance leadership skills, including empathy, influence, and collaboration.

Heures d'enseignement

Acting in business with NVC & emotional intelligence - CM	Cours Magistral	9h
Acting in business with NVC & emotional intelligence - TD	Travaux Dirigés	9h

Pré-requis obligatoires

There are no strict prerequisites in terms of academic background or prior experience. Nonviolent Communication (NVC) is an approach to communication and conflict resolution that is accessible to most individuals. Here are some elements that may be helpful but are generally not strictly required:

· Open-mindedness: NVC is based on an empathetic approach to communication, so it's important to be open to the idea of exploring your own emotions and those of others.

· Willingness to learn: Like any new skill, NVC requires practice and learning. It's important to be willing to dedicate time to acquiring these skills.

· No prior experience required: NVC is accessible to everyone, regardless of your academic or professional background. It can be useful in many everyday life situations, whether at home, at work, or in other contexts.

· Commitment to nonviolence: NVC is built on the principles of nonviolence and mutual respect. It's essential to adhere to these values to fully benefit from the training.

· Readiness to practice: NVC is learned through practice. It's important to be prepared to actively participate in the exercises and discussions offered during the course.

· Active listening: NVC emphasizes empathetic listening. Being able to actively listen to others is a valuable asset.

Plan du cours

Introduction to NVC & EI in Business

Understanding NVC and EI
Relevance of NVC and EI in the tourism industry
Four-step NVC process: Observation, Feeling, Need, Request
Practicing empathy and active listening

Emotional Intelligence Essentials

The five components of EI: Self-awareness, Self-regulation, Motivation, Empathy, Social Skills
Recognizing and managing emotions

Applying NVC Teamwork ad Tourism Industry :

Building trust and effective communication within teams
Conflict resolution techniques based on NVC
Analyzing communication challenges in the tourism field
Identifying the role of NVC and EI in resolving conflicts and enhancing customer service

Leadership and Empathy

Leadership styles and the role of empathy in leadership
Case studies of empathetic leadership in the tourism industry
Improving customer interactions with NVC
Managing customer complaints and feedback

Developing Emotional Resilience

Coping with stress and emotional challenges in the tourism sector
Self-care and maintaining emotional balance

Course Review and Assessment

Review of course content and key takeaways
Assessment of NVC and EI skills development

Compétences visées

Upon completing the course, students will acquire the following skills:

Effective communication skills, including active listening and empathy.
Application of NVC techniques for conflict resolution and customer service improvement.
Enhanced emotional intelligence for better self-awareness and relationship management.
Problem-solving skills rooted in empathy and understanding.
Leadership skills focusing on empathy, influence, and collaboration in the tourism industry.

Bibliographie

"Nonviolent Communication: A Language of Life" by Marshall B. Rosenberg
"Emotional Intelligence: Why It Can Matter More Than IQ" by Daniel Goleman
"Working with Emotional Intelligence" by Daniel Goleman
"The Tourism System: An Introductory Text" by Robert W. McIntosh and Arch G. Woodside (for reference on the tourism industry).

Repères

Développement de compétences comportementales

Cours visant à développer les compétences interpersonnelles au travers de techniques de communication non violente et de l'intelligence émotionnelle pour une communication efficace, une meilleure résolution des conflits et un management d'équipe plus performant.

En bref

Langues d'enseignement: Anglais
Méthodes d'enseignement: En présence
Ouvert aux étudiants en échange: Oui
Repères: Développement de compétences comportementales

Lieux

Chambéry (domaine universitaire de Jacob-Bellecombette - 73)

Contacts

Guilhem Lobre

Responsable pédagogique

+33 4 79 75 83 22 Guilhem.Lobre @ univ-savoie.fr