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