들어가며CHAPTER 1 첫인상을 좌우하는 말 한마디 ················· 11말을 잘 한다는 것 ····························· 12말과 첫인상 ··································· 16듣기 싫어하는 말 7가지 ··························· 18진정성이 중요하다 ······························· 21행동의 소리 ··································· 25실언을 피하라 ································ 26CHAPTER 2 공감적 경청 ··························· 31듣는 것은 생존이다 ····························· 32잘 듣지 못하는 이유 ································· 34설득하고 싶다면 경청하라 ························ 37공감적 경청 ··································· 39청중이 결정한다 ·································· 42CHAPTER 3 좋은 관계를 만드는 질문 ·················· 45질문은 존중이다 ·································· 46왜 질문하지 않아요 ································ 48질문으로 설득하라 ······························· 51두려움 없는 질문 ································ 53소크라테스 질문법 ······························· 55위험한 질문 ··································· 58CHAPTER 4 간결하게 말하기 ·························· 61의사소통 과정과 메시지 ···························· 62핵심부터 말하기 ·································· 65짧지만 강한 메시지 ····························· 67간결하게 말하라 ·································· 69커뮤니케이션을 방해하는 잡음 ······················· 72더 좋은 표현을 찾아서 ····························· 76CHAPTER 5 설득에 이르는 말하기 ······················· 83에토스, 파토스, 로고스 ···························· 84사람은 자기방어적이다 ····························· 87상대에 따라 달라야 한다 ·························· 89배려에서 출발한다 ······························· 91타인을 어떻게 인정할 것인가 ························ 93인정언어 설득언어 ······························· 97자기 대화(self talk)가 나를 설득한다 ···················· 100화내지 않고 감정 표현하기 ·························· 101CHAPTER 6 말투 다스리기 ··························· 105공격적인 말투, 자신 없는 말투 ························· 106가는 말이 고와야 ······························ 108긍정으로 말하기 ································ 109좋은 습관 만들기 ······························ 111반말 ········································ 114친절하라 ······································· 116CHAPTER 7 실언, 그리고 사과 ····················· 121말은 상처를 남긴다 ································· 122실언은 평판을 떨어뜨린다 ···························· 124실언하는 이유 ···································· 126차별 언어 ····································· 128실언하지 않는 방법 ································· 133꼭 필요한 말인가 ······························ 136말실수는 바로 사과한다 ························· 138진정성 있는 사과 ······························ 142CHAPTER 8 매력 있는 목소리 ······················ 147마녀는 왜 인어공주의 목소리를 탐했을까 ··············· 148호흡이 안정감 있는 목소리를 만든다 ················ 149발성으로 공명음 만들기 ························· 153발음에서 시작해 발음으로 끝난다 ····················· 157주의해야 할 발음연습 ····························· 162허사는 전달을 방해한다 ························· 166포즈가 말을 살린다 ································· 167피치는 감정을 드러낸다 ························· 170파워와 속도 ································· 171CHAPTER 9 표정, 몸짓으로 말한다 ···················· 175말 만으로는 부족하다 ····························· 176표정 근육이 감정에 영향을 미친다 ··················· 179타인의 시선 ································· 182제스처는 말에 힘을 실어준다 ······················ 184마음가짐이 드러나는 태도 ···························· 185의상은 메시지다 ································ 189냄새 ········································ 192CHAPTER 10 내 평판을 만드는 퍼스널 브랜딩 스피치 ······· 195퍼스널 브랜딩 스피치 ····························· 196스토리텔링 ··································· 201삶을 스토리로 만드는 법 ····························· 204나를 표현하는 한 단어 ··························· 206전달이 중요하다 ································ 209어떻게 시작할 것인가 ····························· 210핵심 메시지 정하기 ································· 214클로징 한마디가 감동을 만든다 ························· 216CHAPTER 11 프레젠테이션 잘하는 법 ····················· 219프레젠테이션할 때 기억해야 할 5가지 ···················· 220발표 불안이 큰 이유 ······························· 223불안감 없애는 법 ······························ 226말하기 연습과 리허설 ····························· 228누구나 좋은 사회자가 될 수 있다 ····················· 230사회를 볼 때 주의할 점 ························· 232마이크 사용법 ···································· 234CHAPTER 12 면접관에게도 통하는 말하기 ·············· 237외우면 안 되는 이유 ······························· 238자기소개 하기 ···································· 241면접 볼 때 피해야 할 5가지 ························ 244말하기 계획표 ···································· 247감사하는 마음 ···································· 252CHAPTER 13 비대면 시대의 의사소통 ····················· 255표정을 감추는 마스크 ····························· 256문자 메시지 소통의 한계 ····························· 258실언의 새로운 형태 ································· 260소통방식이 바뀐다 ···························· 262