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저자 : 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.
저자 : 고주희
관광학박사, 교육학박사 수료
현재 경인여자대학교 항공관광과 초빙교수로 재직중이며, 저서로는 서비스영어회화, 항공예약발권실무 등이 있으며, 한국관광공사와 전국 지자체 서비스관리, 커뮤니케이션, 인사조직 분야에서 평가 위원으로 활동하고 있다. 고등학교 교사로 다년간 재직하여, 교직전공인 관광교육론, 관광교재연구지도법을 바탕으로비즈니스커뮤니케이션, 프레젠테이션, 사무자동화실무, 항공예약발권실무, 서비스마케팅 등을 강의하고 있다.
목차
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
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
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반품/교환
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반품/교환 반품/교환 방법 홈 > 고객센터 > 자주찾는질문 “반품/교환/환불” 안내 참고 또는 1:1상담게시판 반품/교환 가능 기간 반품,교환은 배송완료 후 7일 이내, 상품의 결함 및 계약내용과 다를 경우 문제발견 후 30일 이내에 신청가능 반품/교환 비용 변심 혹은 구매착오의 경우에만 반송료 고객 부담(별도 지정 택배사 없음) 반품/교환 불가 사유 - 소비자의 책임 사유로 상품 등이 손실 또는 훼손된 경우
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소비자 피해보상
환불지연에 따른 배상- 상품의 불량에 의한 반품, 교환, A/S, 환불, 품질보증 및 피해보상 등에 관한 사항은
소비자 분쟁해결 기준(공정거래위원회고시)에 준하여 처리됨 - 대금 환불 및 환불지연에 따른 배상금 지급 조건, 절차 등은 전자상거래 등에서의
소비자 보호에 관한 법률에 따라 처리함
반품/교환 주소 경기도 파주시 문발로 77, 웅진북센(반디앤루니스)
