[도서소개]
21세기에 적합한 인재를 양성하기 위해 의사소통 능력의 중요성이 강조되고 있다. 이와 더불어 관련된 책들도 꾸준히 나오고 있다.
그래서 이 책은 슬기로운 사회생활을 할 수 있도록 인간관계를 하고 효율적으로 의사소통하는 힘을 키워주는 데 목적이 있기 때문에 다른 책들과 다섯 가지 측면에서 다르게 구성하였다.
[목차]
Section 01 인간의 이해
01 자기를 이해하기································································4
1 나는 누구인가·································································4
2 방어기제········································································9
3 자아 찾기·····································································17
02 인간의 다름 이해하기: 타인 이해········································· 18
1 개인차·········································································18
2 기질············································································20
3 남녀의 차이··································································21
4 문화적 차이··································································23
03 인간 발달의 이해····························································· 26
1 정신성적 발달이론·························································27
2 정신사회적 발달이론······················································30
3 대인관계 발달이론 ························································34
4 분리개별화 발달이론······················································36
Section 02 인간관계의 이해
01 인간관계의 필요성··························································· 50
1 인간관계의 의미····························································50
2 인간관계의 중요성·························································51
02 인간관계의 기본요소························································ 53
1 인간관계 형성을 위한 5C················································53
03 인간관계의 유형······························································ 57
1 가족관계······································································57
2 친구관계 ·····································································64
3 이성관계······································································65
4 선후배관계···································································67
5 사제관계······································································68
6 상급자-하급자관계 ·······················································69
7 키슬러의 대인관계 유형··················································71
Section 03 인간관계 향상방법
01 자기인식 향상································································· 85
1 조하리의 창··································································85
2 자신에 대한 인식을 넓히기 위한 방법································86
02 자존감 높이기································································· 87
1 자기파괴적 신념에 맞서 대항한다·····································88
2 가면 현상을 주의한다·····················································88
3 성장에 도움이 되는 사람을 찾는다····································88
4 성공 가능한 프로젝트를 수행한다·····································88
5 확언과 함께 자신의 성공을 상기한다·································88
03 내성적인 사람을 위한 인간관계··········································· 89
1 언어습관을 바꾼다·························································89
2 몸짓언어를 활용한다······················································90
3 소품을 활용한다····························································90
4 상황에 맞춘다·······························································90
04 조력관계를 통한 인간관계·················································· 91
1 진실성·········································································91
2 무조건적인 긍정적 관심··················································94
3 공감적 이해··································································95
05 인생태도를 통한 인간관계·················································· 97
1 자기긍정 - 타인부정······················································97
2 자기긍정 - 타인긍정······················································97
3 자기부정 - 타인긍정······················································98
4 자기부정 - 타인부정······························································98
06 에니어그램을 통한 인간관계··············································· 99
1 세 가지 중심에너지: 본능 중심, 감정 중심, 사고 중심··········100
2 기본적인 두려움과 기본적인 욕망···································102
3 아홉 가지 성격유형······················································103
4 에니어그램의 이해·······················································106
07 MBTI를 통한 인간관계·····················································109
1 4가지 선호지표···························································109
2 4가지 선호지표 확인····················································111
3 16가지 기질 특성·························································112
4 16가지 성격유형··························································114
5 MBTI 유의사항···························································115
Section 04 의사소통의 이해
01 의사소통의 정의·····························································132
1 의사소통의 기능··························································132
2 의사소통에 요구되는 능력·············································133
3 의사소통의 유형··························································134
02 의사소통의 구성요소·······················································135
1 발신자·······································································136
2 메시지·······································································136
3 전달매체····································································137
4 수신자·······································································137
5 피드백·······································································138
6 맥락··········································································138
03 의사소통의 장애요인·······················································139
1 발신자의 문제·····························································139
2 수신자의 문제·····························································140
3 메시지의 문제·····························································141
4 피드백의 문제·····························································142
5 맥락의 문제································································142
04 의사소통의 모형·····························································144
1 사티어의 의사소통 형태이론··········································144
2 에릭 번의 교류분석······················································151
3 하버마스의 의사소통 행위이론·······································158
Section 05 의사소통의 방법
01 언어적 의사소통과 비언어적 의사소통·································166
1 언어적 의사소통··························································166
2 비언어적 의사소통·······················································168
02 효율적 의사소통과 비효율적 의사소통·································174
1 효율적 의사소통 유형 ··················································174
2 비효율적 의사소통 유형················································184
03 의사소통 적용································································189
1 대면면접 상황에서의 의사소통·······································190
2 AI면접 상황에서의 의사소통··········································196
Section 06 매체를 활용한 의사소통
01 전화응대·······································································214
1 전화응대의 중요성·······················································215
2 단계별 전화 응대·························································215
3 장소에 따른 전화예절···················································217
4 전화 사용 예절····························································218
02 SNS 소통·····································································220
1 SNS 정의···································································221
2 SNS 특징···································································221
3 SNS의 분류································································222
4 SNS의 기능································································223
5 네티즌 윤리강령··························································226
03 리터러시·······································································227
1 미디어 리터러시··························································227
2 디지털 리터러시··························································229
04 프레젠테이션·································································232
1 프레젠테이션이란?······················································232
2 프레젠테이션의 기획단계··············································232
3 프레젠테이션 구성 ······················································233
4 프레젠테이션 준비·······················································233
5 효과적 프레젠테이션의 원리 ·········································234
6 프레젠테이션의 어려움·················································236
Section 07 조직 의사소통
01 조직의사소통의 정의·······················································248
02 조직의사소통의 기능·······················································249
1 생산기능····································································249
2 유지기능····································································249
3 개혁기능····································································249
4 통제기능····································································250
5 동기유발기능······························································250
6 감정표출 및 타인과의 교류확대기능································250
7 지식통합기능······························································250
8 평가··········································································250
03 조직의사소통의 유형·······················································251
1 공식적 의사소통··························································251
2 비공식적 의사소통·······················································255
04 조직의사소통 네트워크의 유형···········································256
1 사슬형·······································································256
2 Y형···········································································257
3 바퀴형·······································································257
4 원형··········································································257
5 완전연결형·································································258
05 조직에서의 갈등·····························································259
1 갈등의 정의································································259
2 갈등의 기능································································259
3 갈등의 유형································································260
4 조직에서의 갈등 원인···················································262
5 갈등관리 전략·····························································264
Section 08 의사소통 향상방법
01 의사소통 기술의 개선······················································272
1 경청··········································································272
2 구체적으로 말하기·······················································275
3 인상형성····································································277
4 긍정적 자기대화··························································280
5 나–전달법 대화법과 너-전달법 대화법 ····························285
6 비폭력 대화································································287
02 언어예절 지키기·····························································289
1 인사말·······································································290
2 호칭과 지칭································································291
03 행동예절 지키기·····························································294
1 인사예절····································································294
2 상황별 직장 예절·························································297
04 생활 속에서 잘못 쓰이는 말···············································303
1 사물존대····································································303
2 주체상실 존대·····························································304
Index ···········································································316
[저자소개]
대표저자
김명희(강릉영동대학교))
편집위원
김정선(경북보건대학교)
이수정(우석대학교)
정순영(경동대학교)
집필진
김인숙(창신대학교)
문주희(춘해보건대학교)
배영주(한영대학교)
소성섭(한일장신대학교)
송지현(제주한라대학교)
신은정(경북전문대학교)
신해진(전남과학대학교)
오현주(대전과학기술대학교)
이승민(거제대학교)
허 정(김천대학교)
황종원(청암대학교)
도서명 | 상세설명페이지 참고 |
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저자 | 상세설명페이지 참고 |
출판사 | 상세설명페이지 참고 |
크기 | 상세설명페이지 참고 |
쪽수 | 상세설명페이지 참고 |
제품구성 | 상세설명페이지 참고 |
출간일 | 상세설명페이지 참고 |
목차 또는 책소개 | 상세설명페이지 참고 |
재화 등의 배송방법에 관한 정보 | 상품 상세설명페이지 참고 |
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주문 이후 예상되는 배송기간 | 상품 상세설명페이지 참고 |
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
재화등의 A/S 관련 전화번호 | 상품 상세설명페이지 참고 |
대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 | 배송ㆍ교환ㆍ반품 상세설명페이지 참고 |
소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 | 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다. |
거래에 관한 약관의 내용 또는 확인할 수 있는 방법 | 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다. |
반품사유 | 반품 배송비 부담자 |
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단순변심 | 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다. |
고객 부담이 아닙니다. |
진행 상태 | 결제완료 | 상품준비중 | 배송지시/배송중/배송완료 |
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어떤 상태 | 주문 내역 확인 전 | 상품 발송 준비 중 | 상품이 택배사로 이미 발송 됨 |
환불 | 즉시환불 | 구매취소 의사전달 → 발송중지 → 환불 | 반품회수 → 반품상품 확인 → 환불 |
결제수단 | 환불시점 | 환불방법 |
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신용카드 | 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) | 신용카드 승인취소 |
계좌이체 |
실시간 계좌이체 또는 무통장입금 취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준) |
계좌입금 |
휴대폰 결제 |
당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소 전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준) |
당일취소 : 휴대폰 결제 승인취소 익월취소 : 계좌입금 |
포인트 | 취소 완료 후, 당일 포인트 적립 | 환불 포인트 적립 |
상품군 | 취소/반품 불가사유 |
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의류/잡화/수입명품 | 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우 |
계절상품/식품/화장품 | 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우 |
가전/설치상품 | 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.) |
자동차용품 | 상품을 개봉하여 장착한 이후 단순변심의 경우 |
CD/DVD/GAME/BOOK등 | 복제가 가능한 상품의 포장 등을 훼손한 경우 |
상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우 | |
노트북, 테스크탑 PC 등 | 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우 |