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

이지영 관광학박사

Ansett 호주항공사를 비롯 여러 국내외항공사에서 마케팅 및 국제운송실무를 총괄하였고 현재 세한대학교 항공서비스학과 부교수로 재직중이다.

저서로는 항공이야기, GDS항공예약실무, AIR SERVICE ENGLISH 등이 있으며 항공서비스영어, 항공사경영론,항공시스템, 서비스 커뮤니케이션, TOEIC 등을 강의하고 있다.

전국 지자체 및 산업체의 자문과 서비스평가위원, 그리고 커뮤니케이션, 인간관계, 리더십 분야 전문강사로도 활동하고 있다.