CHAPTER 01 효과적인 Communication을 위한 자세01. 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··················· 1102. 커뮤니케이션을 위한 마음자세························· 12 1 조해리(Johari)의 창································· 12 2 자기개방모형····································· 14 3 조해리의 창 해석·································· 1503. 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·································· 5104. 인생태도············································ 52 1 Ok-Ok 자세를 가져라!····························53 2 인생태도의 형성·································· 57 3 인생태도의 특징·································· 6205. 대화분석이란?······································· 65 1 자극의 방향과 상대의 반응························· 66 2 대화의 형태별 분석과 도해법·······················6806. 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·····························100CHAPTER 02 효과적인 Communication의 기능 및 목적01. 커뮤니케이션·······································104 1 커뮤니케이션이란?·······························104 2 언어적 커뮤니케이션······························105 3 비언어적 커뮤니케이션····························107 4 커뮤니케이션의 다양한 정의·······················10902. 커뮤니케이션 유형··································· 11003. 커뮤니케이션의 기능 및 목적·························· 11104. 커뮤니케이션 과정··································· 11205. 커뮤니케이션 장애요인······························· 113CHAPTER 03 Communication의 다섯 가지 비밀01. 의사소통요소들····································· 116 1 커뮤니케이션 스킬과 효과적인 상황················ 11702. 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· ····146CHAPTER 04 문제해결 Communication01. 문제해결을 위한 기술································156 1 문제의 소재와 해결기술···························156 2 문제의 소재파악 실습·····························15602. 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· ····················186CHAPTER 05 상황별 Communication01. 대화의 기본행동자세·································192 1 밝은 표정·······································192 2 지금 당신의 얼굴표정은?··························193 3 안면체조와 미소연습······························ 194 4 세련된 인사······································ 19602. 대화···············································198 1 대화의 기본화법··································198 2 어려운 말 연습표·································199 3 적절한 속도·····································199 4 고운 용어·······································20103. 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·································20904. 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········································ 21405. 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?··································22206. 칭찬···············································223 1 가장 좋은 커뮤니케이션은 칭찬이다················223 2 칭찬하는 요령···································225 3 효과적인 칭찬···································226 4 칭찬의 예·······································227 5 칭찬하는 사람은 아름답다!· ·······················22807. Not Ok는 이렇게!··································231 1 거절하는 요령···································231 2 컴플레인(Complain)은 이렇게 처리하자···············232 3 컴플레인(Complain) 처리방법·······················233참고문헌············································236