{"id":59,"date":"2018-09-17T16:09:50","date_gmt":"2018-09-17T16:09:50","guid":{"rendered":"http:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/?page_id=59"},"modified":"2019-02-21T17:17:53","modified_gmt":"2019-02-21T17:17:53","slug":"comunicacao-e-atendimento-ao-cliente","status":"publish","type":"page","link":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/comunicacao-e-atendimento-ao-cliente\/","title":{"rendered":"Comunica\u00e7\u00e3o e atendimento ao cliente"},"content":{"rendered":"

Comunica\u00e7\u00e3o e atendimento ao cliente<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h4>\n

DESIGNA\u00c7\u00c3O:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong>
Comunica\u00e7\u00e3o e atendimento ao cliente<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

N\u00daMERO DE CR\u00c9DITOS (min 3 ECTS):<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong>
5<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

CAR\u00c1TER:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong>
obrigat\u00f3rio<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

Ano:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong>
1\u00ba e 2\u00ba<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

COMPET\u00caNCIAS:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

C 2.- Capacidade de apresentar e defender, oralmente e \/ ou por escrito, quest\u00f5es ou quest\u00f5es relacionadas ao seu trabalho. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
C 3.- Capacidade de aprendizagem cont\u00ednua, autodirigida e aut\u00f4noma, o qual pode permitir o desenvolvimento de habilidades de aprendizagem necess\u00e1rias para o desenvolvimento de novas tarefas com maior grau de autonomia. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
C 4.- Capacidade de uso como TIC em diferentes \u00e1reas da atividade. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
C 5.- Capacidade de regular o pr\u00f3prio comportamento em diferentes situa\u00e7\u00f5es de trabalho. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
C 8.- Capacidade de adquirir e manifestar-se como emocionais e sociais para o sucesso e a capacidade de trabalho com sucesso em equipes multiprofissionais. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
C – Capacidade de Seguir e de Planejar de Trabalho em Tarefas Relacionadas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

ATIVIDADES DE FORMA\u00c7\u00c3O E COMPET\u00caNCIAS PARA OS QUE CORRESPONDEM:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

\u2022 (C2), (C3), (C5) e (C9).<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

\u2022 Representa\u00e7\u00e3o de diferentes grupos sociais atrav\u00e9s da t\u00e9cnica de role-playing para editores de diferentes tipos de comunica\u00e7\u00e3o (C2), (C3), (C5) e (C9).<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

\u2022 T\u00e9cnicas de servi\u00e7o ao cliente \/ usu\u00e1rio, adaptando-se a cada caso e analisando os protocolos de qualidade e imagem corporativa ou institucional para realizar as atividades relacionadas. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>(C2), (C5), (C9).<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

\u2022 Estrat\u00e9gias e t\u00e9cnicas de comunica\u00e7\u00e3o, adaptando-se aos padr\u00f5es que s\u00e3o transmitidos, ao prop\u00f3sito e \u00e0s caracter\u00edsticas dos destinat\u00e1rios, para garantir o cumprimento dos processos de comunica\u00e7\u00e3o. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>(C2), (C8) e (C9).<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

Desenvolvimento de a\u00e7\u00f5es sociais e de comunica\u00e7\u00e3o na comunica\u00e7\u00e3o oral e escrita. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>(C2), (C4) e (C9)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

\u2022 Prepara\u00e7\u00e3o e pesquisa de indiv\u00edduos e coletivas. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>(C2), (C3)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

<\/p>\n

SISTEMA DE AVALIA\u00c7\u00c3O E QUALIFICA\u00c7\u00c3O:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

O sistema de forma\u00e7\u00e3o e a escrita n\u00e3o passa, essencialmente, pelo m\u00e9todo de avalia\u00e7\u00e3o cont\u00ednua. <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>O aluno deve ser capaz de:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/p>\n

    \n
  • Desenvolver tarefas semanais;<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
  • Produ\u00e7\u00e3o de conte\u00fado digital (Apresenta\u00e7\u00f5es; Documentos de texto; etc);<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
  • Expor ideias de forma clara;<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
  • Argumentar e discutir sobre o tema \u201cComunica\u00e7\u00e3o e Atendimento a <\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span> Cliente\u201d.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ul>\n

    <\/p>\n

    CONTE\u00daDOS PROGRAM\u00c1TICOS:<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

    TEMA 1: COMUNICA\u00c7\u00c3O<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

      \n
    1. O processo de comunica\u00e7\u00e3o<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
    2. Comunica\u00e7\u00e3o verbal<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
    3. Comunica\u00e7\u00e3o n\u00e3o-verbal<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
    4. Estilos comunicativos<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>\n
        \n
      1. assertivo<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
      2. passivo<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
      3. agressivo<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
      4. outros estilos<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n<\/li>\n
      5. Barreiras e escoras comunicativas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
      6. Escuta Ativa<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n

        TEMA 2: UMA COMUNICA\u00c7\u00c3O DIGITAL<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

          \n
        1. O processo de comunica\u00e7\u00e3o digital<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
        2. Ferramentas de comunica\u00e7\u00e3o a dist\u00e2ncia<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
        3. Diferentes formas de comunica\u00e7\u00e3o digitalmente<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
        4. Plataformas digitais de comunica\u00e7\u00e3o<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n

          TEMA 3: EMPRESARIAL DE CONTEXTO<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

            \n
          1. As profiss\u00f5es<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
          2. Os sectores econ\u00f3micos (prim\u00e1rio, secund\u00e1rio e terci\u00e1rio)<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
          3. Uma imagem profissional<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
          4. Representa\u00e7\u00f5es de diversas profiss\u00f5es<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
          5. A explora\u00e7\u00e3o do \u201cser\u201d profissional<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n

            TEMA 4: REALIZA\u00c7\u00c3O DE TAREFAS FORA E DENTRO DO CENTRO<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

              \n
            1. Recado<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>\n
                \n
              1. Registo de mensagens e incid\u00eancias.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
              2. Interpreta\u00e7\u00e3o exata das instru\u00e7\u00f5es recebidas.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
              3. Comunica\u00e7\u00e3o interpessoal efetividade em contextos de trabalho.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n<\/li>\n
              4. Notifica\u00e7\u00e3o.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
              5. Normas b\u00e1sicas de educa\u00e7\u00e3o.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n

                TEMA 5: ATENDIMENTO TELEF\u00d3NICO<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/strong><\/p>\n

                  \n
                1. Princ\u00edpios para comunicar ao telefone<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
                2. Tipologia de clientes e sua rela\u00e7\u00e3o com a presta\u00e7\u00e3o de servi\u00e7os<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
                3. Realiza\u00e7\u00e3o de encomendas telef\u00f3nicas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>\n
                    \n
                  1. Tipos de chamadas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n<\/li>\n
                  2. T\u00e9cnicas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
                  3. Retribui\u00e7\u00e3o de chamadas<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
                  4. Anotar e dar recados<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n
                  5. T\u00e9cnicas para deixar mensagens de voz.<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/li>\n<\/ol>\n\n\n
                    Avalia\u00e7\u00e3o<\/a>\n&nbsp \nRelat\u00f3rio<\/a><\/div>\n","protected":false},"excerpt":{"rendered":"

                    Comunica\u00e7\u00e3o e atendimento ao cliente DESIGNA\u00c7\u00c3O: Comunica\u00e7\u00e3o e atendimento ao cliente N\u00daMERO DE CR\u00c9DITOS (min 3 ECTS): 5 CAR\u00c1TER: obrigat\u00f3rio Ano: 1\u00ba e 2\u00ba COMPET\u00caNCIAS: C 2.- Capacidade de apresentar e defender, oralmente e \/ ou por escrito, quest\u00f5es ou quest\u00f5es relacionadas ao seu trabalho. C 3.- Capacidade de aprendizagem […]<\/p>\n","protected":false},"author":1,"featured_media":269,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/pages\/59"}],"collection":[{"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/comments?post=59"}],"version-history":[{"count":18,"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/pages\/59\/revisions"}],"predecessor-version":[{"id":1454,"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/pages\/59\/revisions\/1454"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/media\/269"}],"wp:attachment":[{"href":"https:\/\/w3.ese.ipsantarem.pt\/literaciadigital\/wp-json\/wp\/v2\/media?parent=59"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}