Section 01 인간의 이해01 자기를 이해하기································································41 나는 누구인가·································································42 방어기제········································································93 자아 찾기·····································································1702 인간의 다름 이해하기: 타인 이해········································· 181 개인차·········································································182 기질············································································203 남녀의 차이··································································214 문화적 차이··································································2303 인간 발달의 이해····························································· 261 정신성적 발달이론·························································272 정신사회적 발달이론······················································303 대인관계 발달이론 ························································344 분리개별화 발달이론······················································36Section 02 인간관계의 이해01 인간관계의 필요성··························································· 501 인간관계의 의미····························································502 인간관계의 중요성·························································5102 인간관계의 기본요소························································ 531 인간관계 형성을 위한 5C················································5303 인간관계의 유형······························································ 571 가족관계······································································572 친구관계 ·····································································643 이성관계······································································654 선후배관계···································································675 사제관계······································································686 상급자-하급자관계 ·······················································697 키슬러의 대인관계 유형··················································71Section 03 인간관계 향상방법01 자기인식 향상································································· 851 조하리의 창··································································852 자신에 대한 인식을 넓히기 위한 방법································8602 자존감 높이기································································· 871 자기파괴적 신념에 맞서 대항한다·····································882 가면 현상을 주의한다·····················································883 성장에 도움이 되는 사람을 찾는다····································884 성공 가능한 프로젝트를 수행한다·····································885 확언과 함께 자신의 성공을 상기한다·································8803 내성적인 사람을 위한 인간관계··········································· 891 언어습관을 바꾼다·························································892 몸짓언어를 활용한다······················································903 소품을 활용한다····························································904 상황에 맞춘다·······························································9004 조력관계를 통한 인간관계·················································· 911 진실성·········································································912 무조건적인 긍정적 관심··················································943 공감적 이해··································································9505 인생태도를 통한 인간관계·················································· 971 자기긍정 - 타인부정······················································972 자기긍정 - 타인긍정······················································973 자기부정 - 타인긍정······················································984 자기부정 - 타인부정······························································9806 에니어그램을 통한 인간관계··············································· 991 세 가지 중심에너지: 본능 중심, 감정 중심, 사고 중심··········1002 기본적인 두려움과 기본적인 욕망···································1023 아홉 가지 성격유형······················································1034 에니어그램의 이해·······················································10607 MBTI를 통한 인간관계·····················································1091 4가지 선호지표···························································1092 4가지 선호지표 확인····················································1113 16가지 기질 특성·························································1124 16가지 성격유형··························································1145 MBTI 유의사항···························································115Section 04 의사소통의 이해01 의사소통의 정의·····························································1321 의사소통의 기능··························································1322 의사소통에 요구되는 능력·············································1333 의사소통의 유형··························································13402 의사소통의 구성요소·······················································1351 발신자·······································································1362 메시지·······································································1363 전달매체····································································1374 수신자·······································································1375 피드백·······································································1386 맥락··········································································13803 의사소통의 장애요인·······················································1391 발신자의 문제·····························································1392 수신자의 문제·····························································1403 메시지의 문제·····························································1414 피드백의 문제·····························································1425 맥락의 문제································································14204 의사소통의 모형·····························································1441 사티어의 의사소통 형태이론··········································1442 에릭 번의 교류분석······················································1513 하버마스의 의사소통 행위이론·······································158Section 05 의사소통의 방법01 언어적 의사소통과 비언어적 의사소통·································1661 언어적 의사소통··························································1662 비언어적 의사소통·······················································16802 효율적 의사소통과 비효율적 의사소통·································1741 효율적 의사소통 유형 ··················································1742 비효율적 의사소통 유형················································18403 의사소통 적용································································1891 대면면접 상황에서의 의사소통·······································1902 AI면접 상황에서의 의사소통··········································196Section 06 매체를 활용한 의사소통01 전화응대·······································································2141 전화응대의 중요성·······················································2152 단계별 전화 응대·························································2153 장소에 따른 전화예절···················································2174 전화 사용 예절····························································21802 SNS 소통·····································································2201 SNS 정의···································································2212 SNS 특징···································································2213 SNS의 분류································································2224 SNS의 기능································································2235 네티즌 윤리강령··························································22603 리터러시·······································································2271 미디어 리터러시··························································2272 디지털 리터러시··························································22904 프레젠테이션·································································2321 프레젠테이션이란?······················································2322 프레젠테이션의 기획단계··············································2323 프레젠테이션 구성 ······················································2334 프레젠테이션 준비·······················································2335 효과적 프레젠테이션의 원리 ·········································2346 프레젠테이션의 어려움·················································236Section 07 조직 의사소통01 조직의사소통의 정의·······················································24802 조직의사소통의 기능·······················································2491 생산기능····································································2492 유지기능····································································2493 개혁기능····································································2494 통제기능····································································2505 동기유발기능······························································2506 감정표출 및 타인과의 교류확대기능································2507 지식통합기능······························································2508 평가··········································································25003 조직의사소통의 유형·······················································2511 공식적 의사소통··························································2512 비공식적 의사소통·······················································25504 조직의사소통 네트워크의 유형···········································2561 사슬형·······································································2562 Y형···········································································2573 바퀴형·······································································2574 원형··········································································2575 완전연결형·································································25805 조직에서의 갈등·····························································2591 갈등의 정의································································2592 갈등의 기능································································2593 갈등의 유형································································2604 조직에서의 갈등 원인···················································2625 갈등관리 전략·····························································264Section 08 의사소통 향상방법01 의사소통 기술의 개선······················································2721 경청··········································································2722 구체적으로 말하기·······················································2753 인상형성····································································2774 긍정적 자기대화··························································2805 나-전달법 대화법과 너-전달법 대화법 ····························2856 비폭력 대화································································28702 언어예절 지키기·····························································2891 인사말·······································································2902 호칭과 지칭································································29103 행동예절 지키기·····························································2941 인사예절····································································2942 상황별 직장 예절·························································29704 생활 속에서 잘못 쓰이는 말···············································3031 사물존대····································································3032 주체상실 존대·····························································304Index ···········································································316