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Comunicación en las relaciones profesionales. UF0520.
Paperback
Series: Operaciones Auxiliares de Servicios Administrativos Y Generales
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ISBN13: 9788417943486
Publisher: Tutor Formacion
Pages: 56
Weight: 0.45
Height: 0.15 Width: 8.50 Depth: 11.00
Language: Spanish
Puede solicitar gratuitamente las soluciones a todas las actividades en el email tutor@tutorformacion.es Capacidades que se adquieren con este Manual: - Aplicar técnicas de comunicación efectiva, en situaciones de relaciones profesionales con personas internas o externas de la organización, seleccionando las pautas de actuación apropiadas en función de los distintos elementos, barreras, dificultades y alteraciones. - Aplicar pautas de comportamiento asertivo en procesos de comunicación en grupos de trabajo, utilizándolas en función de diferentes situaciones profesionales relacionadas con las actividades de apoyo administrativo. - Aplicar pautas básicas de actuación para el tratamiento de situaciones de conflicto en la actuación profesional, teniendo en cuenta diferentes comportamientos y sus posibles consecuencias. Índice: Procesos y técnicas de comunicación en situaciones profesionales de recepción y transmisión de información 5 1. La comunicación como proceso. 6
1.2. Elementos. 7
1.3. Diferencia entre información y comunicación. 8
1.4. Fases de la comunicación. 9
1.5. Lenguajes utilizados para comunicarnos. 9
1.6. Clases de comunicación: auditiva, visual y táctil. 10
1.7. Selección y organización del contenido de los mensajes. 11
2. Técnicas de comunicación efectiva. 12
2.1. Factores que influyen en los comportamientos y señales de escucha. 12
2.2. Barreras y dificultades. 12
2.3. Soluciones. 14
2.4. Comunicaciones eficaces: feedback, escucha empática y activa. 15
3. La comunicación y la empresa. 18
3.1. Principios de la comunicación. 18
3.2. Formas de comunicación en la empresa. 18
3.3. Comunicaciones internas: verticales, transversales y formales e informales. 20
3.4. Comunicaciones externas: entrada y salida. 21
3.5. Medios empleados en las comunicaciones empresariales. 22
3.6. Comunicaciones urgentes. 23
4. Los flujos de comunicación. 24
4.1. Diagrama de flujo. 24
4.2. Información gráfica. 26
5. Pautas de comunicación e imagen corporativa. 28
6. Actividades. 30 Pautas de comportamiento asertivo en situaciones de trabajo 32 1. Estilos de respuesta en la interacción verbal. 33
1.1. Asertivo. 33
1.2. No asertivo (Pasivo o inhibido). 33
1.3. Agresivo. 34
2. El comportamiento verbal. 36
3. El comportamiento no verbal. 37
4. Principales técnicas de asertividad: disco rayado, banco de niebla, aserción negativa, interrogación negativa, autorrevelación, libre información, compromiso viable. 38
4.1. Técnica del disco rayado. 38
4.2. Técnicas del banco de niebla: dar la razón como a los tontos. 38
4.3. La aserción negativa. 38
4.4. Interrogación negativa. 39
4.5. Autorrevelación. 39
4.6. Libre información. 39
4.7. Compromiso viable. 40
5. Actividades. 41 Los conflictos con personas internas o externas de la empresa 42 1. El conflicto en las relaciones de trabajo. 43
1.1. Características de los conflictos. 43
1.2. Tipos de conflicto: grupal, individual, normativo, económico, pacífico, violento, positivo y negativo. 44
2. Tratamiento de los conflictos. 46
2.1. Identificación del conflicto. 46
2.2. Causas y consecuencias del conflicto. 46
2.3. Conflictos relacionados con la tarea. 46
2.4. Conflictos relacionados con las relaciones interpersonales. 47
2.5. Comportamientos y señales básicas. 48
2.6. Pautas de actuación personal como forma de solución: el diálogo. 49
2.7. El conflicto como oportunidad de cambio. 50
3. Actividades. 52 Bibliografía 53
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