슬기로운 인간관계와 의사소통

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

김명희 외 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)