🎯 Тема 2.1. Компетенции общения и межличностных отношений

🎓 **An academic lecture with a practical focus: how to communicate with clients, understand business needs, and resolve conflicts within an IT team.**

This PDF guide (11 pages long) is created in the **Nebulaerple** style (academic minimalism, purple and turquoise accents, Unbounded/Inter fonts) and contains the essence of the 4-hour course, without the fluff, only practical tools for 1C developers, analysts, and team leaders.

**📦 What´s inside (page structure):**
• **Page 1:** Title page (GBPOU, specialty 09.02.07, instructors A.L. Popov, G.S. Mozyrskaya).
• **Page 2:** Lecture outline, objectives, and a current list of references (including Fischer, Ury, Rosenberg).
• **Page 3:** Lesson 1 (1/2). Active listening as a requirements gathering tool. Paraphrase techniques, open-ended questions, and listening barriers in IT.
• **Page 4:** Lesson 1 (2/2). Prudence and customer data protection. The principle of least privilege, working with test databases, NDAs, and secure transfer of .dt/.cf files.
• **Page 5:** Lesson 2 (1/2). The anatomy of conflict in the IT environment. Intrapersonal, interpersonal, and intergroup conflicts. Recognizing conflict triggers in correspondence.
• **Page 6:** Lesson 2 (2/2). Resolution strategies (Thomas-Kilman model). 2x2 visual matrix: Competition, Avoidance, Accommodation, Compromise, Collaboration with examples from 1C.
• **Page 7:** 🆕 Modern tools: NVC and AI. The Nonviolent Communication model in IT and ready-made prompts for ChatGPT/Claude to smooth over difficult correspondence.
• **Page 8:** 🆕 A 5-step algorithm for escalating a conflict with a client: from "Stop-Emotion" to post-mortem analysis.
• **Page 9:** 🆕 3 ready-made checklists for daily practice (before a call with a dissatisfied client, active listening, information security).
• **Page 10:** Practical assignments for the week and simulations using AI.
• **Page 11:** Finale, call to action, and legal section.

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👤 **Who is this material for?**
• 🎓 Students majoring in 09.02.07 and related IT fields.
• 💼 Beginning 1C developers and analysts who need to effectively communicate requirements.
• 🏢 Team leads and project managers looking to reduce tension within the team.
• 🚀 Freelancers who value maintaining customer loyalty even in contentious situations.

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✓ **What you´ll gain:**
• **Active listening skills:** Stop interrupting the client and begin to hear the real business need behind the technical jargon.
• **Conflict resolution tools:** A ready-made Thomas-Kilman matrix and a step-by-step algorithm for escalation actions. • **Modern Features:** NVC model and AI prompts that will help you write an empathetic yet firm response to a difficult client.
• **Security:** A clear understanding of how to maintain confidentiality and not "drop" the product.
• **Aesthetics and Usability:** The PDF is designed in the Nebulaerple style, with icons, checkboxes, and visual matrices that are easy to read on any device.

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⚙️ **Technical Details:**
• **Format:** PDF (strictly 11 pages, academic minimalism, plenty of breathing room).
• **Design:** Nebulaerple theme (main: #6C4CF1, accent: #14B8A6, background: #F8F5FF, text: #2D1B4E). Fonts: Unbounded, Inter.
• **Language:** Russian.
• **Delivery:** Instant automatic file delivery to email and your personal account (PLATI.RU) / Link to chat or email immediately after payment (Yandex Business).
• **Compatibility:** Opens on PC, smartphone, and tablet.

⚖️ **INTELLECTUAL PROPERTY:**
All lecture materials (structure, original wording, adaptation of models for the IT sector, checklists, and algorithms) are the original work of Keeperlink, 2026. This lecture is based on educational materials from the continuing education program (lecturers A.L. Popov, G.S. Mozyrskaya) with complete authorial revision, exclusion of outdated data, and the addition of 50 new practical content. References to trademarks such as "1C," "ChatGPT," and others are for informational purposes only. © Keeperlink, 2026. All rights reserved.

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🚀 **Open Checklist 1 on page 9 and use it before your next difficult conversation!** Click "Buy" to gain structured knowledge on IT communication that will pay off with your first successfully resolved dispute with a client.