Features of communicative competence of specialists in sales of educational organization services

Oksana Kholina,Tatiana V Buyndyugova,Elena Kornienko,I.V Abakumova,E.V Vorobyova

doi:10.1051/shsconf/20197007002

Oksana Kholina, Tatiana V Buyndyugova + Show 3 more

Open Access

https://doi.org/10.1051/shsconf/20197007002

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Abstract

The article contains the results of research of features of communicative competence of specialists in sales of services of the educational organization. The paper describes the concept of communicative competence, its main components (motivational, personal, cognitive, behavioral), briefly describes the criteria for the formation of communicative competence, the mechanisms of its development. The results of the analysis of communicative competence of employees who are engaged in the promotion of services within educational institutions are presented: the methods of psychodiagnosis that were used in the course of work are described and the results of the study are summarized. The work also reflects the results of evaluating the level of efficiency in the work of employees in the sphere of sales of educational services, which allowed to identify three groups of employees with high, medium and low efficiency in work. The results of the study confirmed that the effectiveness of sales staff is associated with the level of development of communicative competence.

Highlights

The image, efficiency and competitiveness of any educational organization are always associated with the quality of employees at all levels
They, first of all, must have a high level of development of communicative competence, as they often face problems of mutual understanding in interaction, inability to set up contact with the interlocutor, inconsistent actions, which can lead to the loss of the client
The hypothesis of the study: the effectiveness of the staff of educational organizations that are engaged in the promotion of educational services and interaction with potential customers at the stage before the conclusion of the contract is associated with the level of development of its communicative competence: the higher the level of competence, the higher its efficiency in work

Summary

Introduction

The image, efficiency and competitiveness of any educational organization are always associated with the quality of employees at all levels. All these works are of great theoretical and practical importance, but the study of the development of communicative competence of sales professionals in the educational organization in the context of modern conditions requires special attention. The hypothesis of the study: the effectiveness of the staff of educational organizations that are engaged in the promotion of educational services and interaction with potential customers at the stage before the conclusion of the contract is associated with the level of development of its communicative competence: the higher the level of competence, the higher its efficiency in work. Mishin); - methods of assessing the quality of the seller. 3) methods of mathematical statistics: to identify relationships correlation analysis (Spearman criterion); to identify differences Mann-Whitney criterion

Description of results and discussion

Professionalism

Findings

General conclusion