Study Guide

Objectives

The goal of the course is to develop purposeful and value-creating interaction, both within internal company encounters and external sales processes. The course provides readiness for utilizing interaction as a value-creating competitive advantage in the B2B business environment.

Upon completing the course, the student will:
• Understand the different dimensions of interaction as part of customer value creation
• Understand the impact of emotional states in sales
• Apply emotional intelligence in both internal and external encounters
• Know how to create a positive and constructive atmosphere in interaction situations
• Develop their own identity as a sales interactant and leader in interaction

Content

Dimensions of Interaction
Value Creation
Emotional Intelligence and Emotional States
Positive and Constructive Atmosphere
Development of Professional Identity

Assessment criteria, satisfactory (1-2)

The student recognizes dimensions of interaction and can name factors contributing to customer value creation. The student can define areas related to emotional intelligence and emotional states. The student understands how emotional intelligence affects various encounters. The student can identify key elements influencing the creation of a positive atmosphere. The student recognizes ways to develop their own actions as a sales interactant and leader.

Assessment criteria, good (3-4)

The student dissects the various dimensions of interaction and can assess their impact on customer value creation. The student can explain and compare the significance of emotional states in sales encounters. The student can evaluate the application of emotional intelligence in both internal and external company encounters. The student can apply principles of creating a positive atmosphere and actively develop their own skills in interaction and leadership.

Assessment criteria, excellent (5)

The student can analyze the relationships between the various dimensions of interaction and customer value creation, anticipating related opportunities and challenges. The student can critically analyze the impact of emotional states on the progression of internal and external company encounters. The student can situationally recommend methods for building a positive atmosphere. The student actively and committedly develops their own skills in interaction and leadership and is willing to support other students as well.