커뮤니케이션 기법 및 실습

CHAPTER 01 효과적인 Communication을 위한 자세

01. 패러다임············································· 4
1 패러다임(Paradigm)이란?···························· 4
2 패러다임의 특성···································· 6
3 패러다임 마비(Paradigm Paralysis)· ····················· 8
4 생각한 대로의 인간이 된다!························· 10
5 우리가 새롭게 가져야 할 패러다임··················· 11

02. 커뮤니케이션을 위한 마음자세························· 12
1 조해리(Johari)의 창································· 12
2 자기개방모형····································· 14
3 조해리의 창 해석·································· 15

03. 심리상태 파악········································ 18
1 교류분석(Transactional Analysis: TA)이란?··············· 18
2 자아상태·········································24
3 자아상태의 개요·································· 28
4 자아상태의 구조분석······························ 31
5 자아상태의 편향·································· 32
6 자아상태의 오염과 제외····························33
7 구조분석에 의한 언동개선방법······················ 36
8 자아의 기능분석·································· 37
9 에고그램 해석····································46
10 원만한 교류······································ 50
11 행동반응의 과정·································· 51

04. 인생태도············································ 52
1 Ok-Ok 자세를 가져라!····························53
2 인생태도의 형성·································· 57
3 인생태도의 특징·································· 62

05. 대화분석이란?······································· 65
1 자극의 방향과 상대의 반응························· 66
2 대화의 형태별 분석과 도해법·······················68

06. 스트로크(Stroke)· ····································· 90
1 스트로크란?······································ 90
2 스트로크 정리···································· 91
3 스트로크의 종류· ································· 92
4 스트로크 구분 연습······························· 93
5 스트로크 조사표· ································· 94
6 스트로크 체크리스트· ····························· 95
7 바람직한 스트로크 원칙···························· 98
8 부정적 스트로크 제거······························ 99
9 긍정적 스트로크 개발·····························100

CHAPTER 02 효과적인 Communication의 기능 및 목적

01. 커뮤니케이션·······································104
1 커뮤니케이션이란?·······························104
2 언어적 커뮤니케이션······························105
3 비언어적 커뮤니케이션····························107
4 커뮤니케이션의 다양한 정의·······················109

02. 커뮤니케이션 유형··································· 110

03. 커뮤니케이션의 기능 및 목적·························· 111

04. 커뮤니케이션 과정··································· 112

05. 커뮤니케이션 장애요인······························· 113

CHAPTER 03 Communication의 다섯 가지 비밀

01. 의사소통요소들····································· 116
1 커뮤니케이션 스킬과 효과적인 상황················ 117

02. 커뮤니케이션의 다섯 가지 비밀························ 121
1 커뮤니케이션의 첫 번째 비밀: 관심기울이기········· 121
2 커뮤니케이션의 두 번째 비밀: 의사확인하기· ········122
3 커뮤니케이션의 세 번째 비밀: 공감하기(적극적 경청)···· 126
4 커뮤니케이션 네 번째 비밀: 나(Ⅰ)-메시지···········139
5 커뮤니케이션 다섯번째 비밀: 논리적으로 말하기· ····146

CHAPTER 04 문제해결 Communication

01. 문제해결을 위한 기술································156
1 문제의 소재와 해결기술···························156
2 문제의 소재파악 실습·····························156

02. 상호 갈등을 겪고 있을 때·····························160
1 갈등(Conflict)이란?································160
2 갈등해결방법····································163
3 갈등관리방법에 관한 설문지·······················166
4 사례연구: 죄수의 딜레마·························· 167
5 인간 상호작용의 6가지 형태(사례연구)················170
6 승－승적 갈등해결의 자세························· 171
7 승－승적 갈등해결 6단계··························173
8 승－승적 갈등해결방법(사례연구)···················· 176
9 승－승적 갈등해결 6단계 실습· ····················186

CHAPTER 05 상황별 Communication

01. 대화의 기본행동자세·································192
1 밝은 표정·······································192
2 지금 당신의 얼굴표정은?··························193
3 안면체조와 미소연습······························ 194
4 세련된 인사······································ 196

02. 대화···············································198
1 대화의 기본화법··································198
2 어려운 말 연습표·································199
3 적절한 속도·····································199
4 고운 용어·······································201

03. 전화응대···········································202
1 응대의 특색·····································203
2 응대의 마음가짐(각오)·····························204
3 응대의 프로세스·································205
4 전화의 특성과 유의사항···························206
5 단계별 전화응대용어······························207
6 상황에 따른 응대용어·····························207
7 친절한 전화응대 Checklist·························208
8 전화 에티켓 요약·································209

04. 기타 상황별 커뮤니케이션···························· 211
1 자세교정········································ 211
2 바른 대기자세···································· 211
3 워킹(Walking)····································· 212
4 방향지시· ······································· 212
5 안내··········································· 213
6 명함 주고 받기··································· 213
7 악수하기········································ 214

05. E-mail 주고 받기··································· 215
1 메신저 에티켓···································· 216
2 대화 에티켓······································ 216
3 상황별 에티켓의 이모저모························· 218
4 여사원을 위한 체크리스트·························221
5 당신의 버릇은?··································222

06. 칭찬···············································223
1 가장 좋은 커뮤니케이션은 칭찬이다················223
2 칭찬하는 요령···································225
3 효과적인 칭찬···································226
4 칭찬의 예·······································227
5 칭찬하는 사람은 아름답다!· ·······················228

07. Not Ok는 이렇게!··································231
1 거절하는 요령···································231
2 컴플레인(Complain)은 이렇게 처리하자···············232
3 컴플레인(Complain) 처리방법·······················233

참고문헌············································236