저자소개
저자 : 이지영
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
