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· 분류 : 국내도서 > 대학교재/전문서적 > 사범계열 > 교육학 일반
· ISBN : 9791161266862
· 쪽수 : 256쪽
· 출판일 : 2026-01-30
목차
PART I 대인관계능력
Chapter 01 ● 대인관계능력 15
제1절 대인관계능력 의미와 중요성 ···········································16
제2절 대인관계 향상방법 ···························································21
PART II 팀워크능력
Chapter 02 ● 팀워크 의미와 팀특성, 멤버십 35
제1절 팀워크 의미와 팀의 특성 ················································36
제2절 멤버십의 의미 ··································································46
Chapter 03 ● 팀워크 향상방법 55
제1절 팀워크 촉진하기 ·······························································56
제2절 팀워크 강화게임 ·······························································64
PART III 리더십능력
Chapter 04 ● 리더십의 의미와 유형 71
제1절 리더십의 의미 ··································································72
제2절 리더십의 유형과 개발 ······················································78
Chapter 05 ● 동기부여와 코칭 91
제1절 동기부여의 의미와 방법 ··················································92
제2절 코칭의 의의와 진행과정 ··················································98
Chapter 06 ● 임파워먼트와 변화관리 107
제1절 임파워먼트 ·····································································108
제2절 변화관리방법 ··································································115
PART IV 갈등관리능력
Chapter 07 ● 갈등관리의 이해 129
제1절 갈등의 의미 ···································································130
제2절 갈등의 파악 및 유형 ·····················································135
Chapter 08 ● 갈등관리방법 145
제1절 갈등관리의 개념 ····························································146
제2절 윈-윈 갈등관리법 ·························································152
제3절 갈등감소방법 모색 ·························································160
PART V 협상능력
Chapter 09 ● 협상의 이해 167
제1절 협상의 의미 ···································································168
제2절 협상의 과정 ···································································173
Chapter 10 ● 협상전략과 갈등해결 181
제1절 협상전략 ·········································································182
제2절 설득과 갈등해결 ····························································188
PART VI 고객서비스능력
Chapter 11 ● 고객서비스와 고객불만 처리 199
제1절 고객과 고객서비스 ·························································200
제2절 고객의 불만표현 유형과 대응방안 ································205
제3절 고객불만 처리 프로세스 ················································211
Chapter 12 ● 고객만족 조사 219
제1절 고객만족 조사의 의미 ···················································220
제2절 고객만족 조사의 방법 ···················································220
◈ 참고문헌 / 239
◈ 찾아보기 / 256????
