包邮大学生沟通与礼仪

一章沟通概述...........................................................................................3
**节沟通概论 .........................................................................................................4
一、沟通的定义 .....................................................................................................4
二、沟通的基本内容 .............................................................................................5
三、沟通的特征 ...................................................................................................10
四、沟通的类型 ...................................................................................................12
第二节沟通过程 .......................................................................................................14
一、沟通过程 .......................................................................................................14
二、沟通要素 .......................................................................................................15
第三节沟通与人生 ...................................................................................................18
一、沟通是生存的需要 .......................................................................................18
二、沟通是心理的需要 .......................................................................................19
三、沟通是社会人际关系的需要 .......................................................................19
四、沟通是学习的需要 .......................................................................................20
五、沟通是自我工作环境的需要 .......................................................................20
六、沟通是构建和谐家庭的需要 .......................................................................21
七、沟通是决策的需要 .......................................................................................22
第二章语言沟通系统与非语言沟通系统.....................................................24
**节语言沟通系统 ...............................................................................................24
一、语言沟通的类型 ...........................................................................................25
二、语言沟通的基本要求 ...................................................................................26
三、交谈的技巧 ...................................................................................................29
第二节非语言沟通系统 ...........................................................................................36
一、非语言沟通的作用和特点 ...........................................................................37
二、非语言沟通的类型 .......................................................................................38
三、非语言沟通的主要形式 ...............................................................................39
第三章自我沟通.........................................................................................51
**节自我沟通与自我认识 ...................................................................................52
一、自我沟通的定义 ...........................................................................................52
二、自我认识 .......................................................................................................53
第二节自我情绪管理 ...............................................................................................54
一、情商 ...............................................................................................................54
二、情绪管理 .......................................................................................................55
第三节大学生自我认知与就业 ...............................................................................59
一、性格 ...............................................................................................................60
二、能力 ...............................................................................................................61
三、自我定位与就业 ...........................................................................................65
四、就业误区 .......................................................................................................67
第四章沟通障碍.........................................................................................70
**节语言障碍 .......................................................................................................71
一、语音差异造成隔阂 .......................................................................................71
二、语义不明造成歧义 .......................................................................................72
三、专业术语或行业暗语造成误解 ...................................................................73
第二节观念障碍 .......................................................................................................74
第三节角色障碍 .......................................................................................................75
一、年龄不同形成的代沟 ...................................................................................75
二、行业不同形成的行沟 ...................................................................................76
三、职位不同形成的位沟 ...................................................................................76
第四节个性心理障碍 ...............................................................................................77
一、自卑心理 .......................................................................................................77
二、嫉妒心理 .......................................................................................................79
三、恐惧心理 .......................................................................................................81
四、报复心理 .......................................................................................................82
五、逆反心理 .......................................................................................................84
六、猜疑心理 .......................................................................................................85
第五章沟通艺术.........................................................................................92
**节倾听的艺术 ...................................................................................................93
一、倾听概述 .......................................................................................................93
二、主动倾听 .......................................................................................................94
三、专注倾听的技巧 ...........................................................................................96
第二节人际沟通风格及技巧 ...................................................................................98
一、人际沟通风格的作用 ...................................................................................98
二、人际沟通风格的类型及其沟通技巧 ...........................................................99
第三节说服的艺术 .................................................................................................104
一、说服的定义 .................................................................................................104
二、说服的技巧 .................................................................................................105
第六章礼仪概论........................................................................................113
**节礼仪的起源和发展 ..................................................................................... 114
一、礼仪的