一章溝通概述...........................................................................................3
第一節(jié)溝通概論 .........................................................................................................4
一、溝通的定義 .....................................................................................................4
二、溝通的基本內(nèi)容 .............................................................................................5
三、溝通的特征 ...................................................................................................10
四、溝通的類型 ...................................................................................................12
第二節(jié)溝通過程 .......................................................................................................14
一、溝通過程 .......................................................................................................14
二、溝通要素 .......................................................................................................15
第三節(jié)溝通與人生 ...................................................................................................18
一、溝通是生存的需要 .......................................................................................18
二、溝通是心理的需要 .......................................................................................19
三、溝通是社會人際關(guān)系的需要 .......................................................................19
四、溝通是學(xué)習(xí)的需要 .......................................................................................20
五、溝通是自我工作環(huán)境的需要 .......................................................................20
六、溝通是構(gòu)建和諧家庭的需要 .......................................................................21
七、溝通是決策的需要 .......................................................................................22
第二章語言溝通系統(tǒng)與非語言溝通系統(tǒng).....................................................24
第一節(jié)語言溝通系統(tǒng) ...............................................................................................24
一、語言溝通的類型 ...........................................................................................25
二、語言溝通的基本要求 ...................................................................................26
三、交談的技巧 ...................................................................................................29
第二節(jié)非語言溝通系統(tǒng) ...........................................................................................36
一、非語言溝通的作用和特點 ...........................................................................37
二、非語言溝通的類型 .......................................................................................38
三、非語言溝通的主要形式 ...............................................................................39
第三章自我溝通.........................................................................................51
第一節(jié)自我溝通與自我認識 ...................................................................................52
一、自我溝通的定義 ...........................................................................................52
二、自我認識 .......................................................................................................53
第二節(jié)自我情緒管理 ...............................................................................................54
一、情商 ...............................................................................................................54
二、情緒管理 .......................................................................................................55
第三節(jié)大學(xué)生自我認知與就業(yè) ...............................................................................59
一、性格 ...............................................................................................................60
二、能力 ...............................................................................................................61
三、自我定位與就業(yè) ...........................................................................................65
四、就業(yè)誤區(qū) .......................................................................................................67
第四章溝通障礙.........................................................................................70
第一節(jié)語言障礙 .......................................................................................................71
一、語音差異造成隔閡 .......................................................................................71
二、語義不明造成歧義 .......................................................................................72
三、專業(yè)術(shù)語或行業(yè)暗語造成誤解 ...................................................................73
第二節(jié)觀念障礙 .......................................................................................................74
第三節(jié)角色障礙 .......................................................................................................75
一、年齡不同形成的代溝 ...................................................................................75
二、行業(yè)不同形成的行溝 ...................................................................................76
三、職位不同形成的位溝 ...................................................................................76
第四節(jié)個性心理障礙 ...............................................................................................77
一、自卑心理 .......................................................................................................77
二、嫉妒心理 .......................................................................................................79
三、恐懼心理 .......................................................................................................81
四、報復(fù)心理 .......................................................................................................82
五、逆反心理 .......................................................................................................84
六、猜疑心理 .......................................................................................................85
第五章溝通藝術(shù).........................................................................................92
第一節(jié)傾聽的藝術(shù) ...................................................................................................93
一、傾聽概述 .......................................................................................................93
二、主動傾聽 .......................................................................................................94
三、專注傾聽的技巧 ...........................................................................................96
第二節(jié)人際溝通風格及技巧 ...................................................................................98
一、人際溝通風格的作用 ...................................................................................98
二、人際溝通風格的類型及其溝通技巧 ...........................................................99
第三節(jié)說服的藝術(shù) .................................................................................................104
一、說服的定義 .................................................................................................104
二、說服的技巧 .................................................................................................105
第六章禮儀概論........................................................................................113
第一節(jié)禮儀的起源和發(fā)展 ..................................................................................... 114
一、禮儀的起源 ................................................................................................. 114
二、禮儀的發(fā)展 ................................................................................................. 115
第二節(jié)禮儀的概念及特征 ..................................................................................... 116
一、禮儀的概念 ................................................................................................. 116
二、相關(guān)概念的辨析 ......................................................................................... 117
三、禮儀的基本特征 ......................................................................................... 118
第三節(jié)禮儀的作用與學(xué)習(xí)方法 ............................................................................. 118
一、禮儀的作用 ................................................................................................. 119
二、提高禮儀修養(yǎng)的方法 .................................................................................121
第七章個人形象禮儀................................................................................124
第一節(jié)儀容修飾 .....................................................................................................124
一、化妝禮儀 .....................................................................................................125
二、發(fā)型修飾 .....................................................................................................130
三、不可忽視的其他細節(jié) .................................................................................133
第二節(jié)儀態(tài)舉止 .....................................................................................................134
一、體姿 .............................................................................................................134
二、表情語 .........................................................................................................140
第三節(jié)儀表服飾 .....................................................................................................143
一、儀表服飾的重要內(nèi)涵 .................................................................................144
二、著裝原則 .....................................................................................................145
三、職業(yè)男性著裝 .............................................................................................147
四、職業(yè)女性著裝 .............................................................................................150
五、禮服 .............................................................................................................152
第八章社交禮儀.......................................................................................154
第一節(jié)相識禮儀 .....................................................................................................155
一、問候禮儀 .....................................................................................................155
二、稱呼禮儀 .....................................................................................................157
三、介紹禮儀 .....................................................................................................160
四、握手禮儀 .....................................................................................................163
五、常見的其他見面禮 .....................................................................................166
第二節(jié)拜會禮儀 .....................................................................................................169
一、拜訪禮儀 .....................................................................................................169
二、待客禮儀 .....................................................................................................171
三、饋贈禮儀 .....................................................................................................174
第三節(jié)通聯(lián)禮儀 .....................................................................................................178
一、電話禮儀 .....................................................................................................178
二、其他禮儀 .....................................................................................................180
第九章職場禮儀.......................................................................................186
第一節(jié)常用公務(wù)禮儀 .............................................................................................187
一、辦公室禮儀 .................................................................................................187
二、公務(wù)迎送禮儀 .............................................................................................190
第二節(jié)會議禮儀 .....................................................................................................192
一、會議準備與籌劃階段的禮儀 .....................................................................192
二、會議進行階段的禮儀 .................................................................................195
三、會議結(jié)束階段的禮儀 .................................................................................196
第三節(jié)求職禮儀 .....................................................................................................197
一、求職準備禮儀 .............................................................................................198
二、求職面試的基本禮儀 .................................................................................201
三、面試后必備禮儀 .........................................................................................209
第十章宴請禮儀.......................................................................................213
第一節(jié)宴會的籌備 .................................................................................................214
一、宴請的幾種常見形式 .................................................................................214
二、宴請安排 .....................................................................................................215
三、宴會的席位安排 .........................................................................................216
四、宴會的現(xiàn)場布置和餐具擺放 .....................................................................217
五、宴會菜單確定和酒水安排 .........................................................................218
第二節(jié)用餐禮儀 .....................................................................................................219
一、應(yīng)邀 .............................................................................................................219
二、儀表服飾 .....................................................................................................219
三、入席 .............................................................................................................220
四、中式進餐禮儀 .............................................................................................220
五、西式進餐禮儀 .............................................................................................221
第三節(jié)酒水禮儀 .....................................................................................................223
一、飲酒禮儀 .....................................................................................................223
二、茶道禮儀 .....................................................................................................225
三、飲咖啡禮儀 .................................................................................................227