PROGRAMA DE CAPACITACIÒN
PROGRAMA DE CAPACITACION CAPACITACION EN COMUNICACIÓN COMUNICA CIÓN ASERTIVA ASERTIVA (Quality Plus Service S.A.S)
PRESENTADO POR JEIMMY STEPHANIA SOSA GALEANO
ACTIVIDAD DE APRENDIZAJE XIII
INSTRUCTOR: LILIA GUEVARA
SERVICIO DE APRENDIZAJE SENA NEGOCIOS INTERNACIONALES INTERNACIONALES BOGOTA 2017
TABLA DE CONTENIDO 1
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INTRODUCCIÒN
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OBETI!OS
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E:PECTATI!AS PARA LA CAPACITACIÒN 10
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P,!"n %n&%"_ ____________ ___________ EDAD:
_____________________________ ________ GENERO: _____________ CARGO: _____________________
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11
#RACIAS POR SU COLABORACIÒN ESPERA"OS APORTAR LO SU=ICIENTE PARA USTEDES CO"O E"PRESA
PROGRAMA DE CAPACITACIÒN
E!ALIACIÒN E!ALIACIÒN SOBRE LA CAPACITACIÒN CAPACITACIÒN 6. U+ c&a?er te est1 lla&a+' c+ u+ a' @ue te 'is/usta; t 12
PROGRAMA DE CAPACITACIÒN
; T, &,n, ","= 3,!" , #&%, -,!##: L" $, ,F %&,n#" , #&6$= 3"! -"! #,+ #, %,!" *; T, T, ,n$!,%,= , #&%,: N" , ",, ",, T ,!, 3,!,%" 3,!,%" %; T, $,# %#" 9 % %"" & n# , $*&,, #&%".
8. U+ a&i/ aca-a lle/ar a ce+ar; er u+a 3ra &1s tar'e 'e l @ue 3a-a 'ic3. N 3a lla&a' ara avisar @ue se retrasara. Est1s irrita' r la tar'a+4a @u* 3aces ; S$#!, %"" & n# 9 #,%&!, En!= %,n ,F ,n ,. *; H, ,#" ,3,!n#" #$!n, $n "! &n *,! " $, 3*. M, 3$," n,!-&"" , &!!&#"= & "! -, , !,! -5,= !F ,3,! F 6!#*,. %; L, #&6" Tn !#, ,6 N$n% F , -$,-" &n-&!( N" 3$,#, ,! 3$n$
9. U+ c&a?er(a) te 'a c+sta+te&e+te su tra-a2 ara @ue l 3a/as. Deci'es ter&i+ar c+ esta situaci,+; @u* le 'ices ;
L, #&6" $, ,"9 ,"9 *n, *n, "%$3#"= "%$3#"= 3,!" & n" %"n&6$, %"n&6$, %,!"= %,!"= , 3$,#" 9$#!. 9$#!.
*; L, #&6" $, , $n #,%"n&#,!#"= #,%"n&#,!#"= $, 9" *&n ,n6" !, 3"! %,!= 9 $, 6 . %; L, #&6" $, &,3!, &,3!, , , 3&#, $, , 9$#, ,n $ !,= 3"!$, n" n" , # &,3" &,3" " 3"!$, n" *, %,!"= %,!"= 3,!" 9 ,"9 %n#"8; #, %,! %,! $ !*+"= &n,n %,!" &"= 5 3!'@& -, , %"!F ,n"= 9 3!,n#,!F ,! !,3"n*,.
. !as a u+ restaura+te a ce+ar; cua+' el &4 trae l @ue 3as e'i'; te 'as cue+ta 'e @ue tu vas est1 suci Qu* 3aces ; N" #&6" n# 9 $" , -" $%&" $n$, #&6$". *; A!" $n $n 6!n ,%Fn#" ,%Fn#" ,n , "% 9 #&6" "" $, %"" %"" , ,!-&%&" , $,!"" $,!"" n$n% -"-,! &! ,, ,*,%&&,n". %; L" "" 9 3&#" $, 3"! -"! -"! , %*&, , -". -".
F. Est1s e+ u+a lar/a 0ila ara e+trar al -a+c; lle/a u+ se?r y se i+0iltra e+ la 0ila; 'ela+te 'e ti; t ; L, 6!&" #&%&n#", $, , ,6#" n,= 9 $, n" , !,%"= $, ,3,!, $ $!n". *; M, $,#" %#"8;= %#"8;= &n 9 %*" %*" "#" -" ,! ,! ,n#&#". 13
PROGRAMA DE CAPACITACIÒN
%; L, #&6" $, 3"! -"! , !,&!, 3"!$, , ,#" $5 n, $, . Y #,*, #, !,3,! &.
G. Est1s e+ u+ /ru 3acie+' u+ tra-a2; tu r+es u+a i'ea +ueva ara &e2rar;; si+ e&-ar/ tu c&a?er (a) 'ice @ue est1 &al; @ue + sirves ara +a'a; &e2rar t ; L, 6" ,n,n#,! $, "#" 3"#," 3!"3"n,! &#,= ,n %"!!,% " ,!!#= 9 $, & , ,!!# 9 $, *,! #,%&!". *; M, $,#" %#" %#" 8;= 9 n$n% F -$,-" 3!"3"n,! 3!"3"n,! F &#,. &#,. %; M, ,n"+" %"n 3,!"n= 9 , #&6": M,+"! " .
H. Est1s e+ u+ ci+e vie+' u+a elcula; 'e r+t sue+a el celular 'e u+a ers+a y c+testa; t @u* 3aces ; L, #&6" $, 3"! -"! 36$, $ %,$!= 9 $, , !,&!, 3"!$, %$ #,"!#,n. *; A!" $n $n ,%Fn#"= #&%&n#", #&%&n#", $, $5 n" , $6! 3! *! 3"! ,"n"= ,"n"= $, , ,#$%#". %; N" , #&6" n#= $n$, , #&6$ $, n" 3$,# ,%$%! 3,5%$.
. Est1s e+ u+a 0iesta; u+a ers+a te i+vita a -ailar; si+ e&-ar/ + &e a/ra'a su ers+ali'a'; @u* le 'ices ; M, n&,6". *; A%,3" A%,3" $n$, n" $&,! %; L, #&6" $, ,F "%"= $, n$n% *&!5 %"" 6$&,n %"" .
J. Se 3a+ -urla' 'e tu resuesta e+ clase; t ; S&,n" $, '" " #,F %",,n ,!!"!, 9 9" n"= 9 , 6!&" $, , %,n. *; E-&" -"-,! #! #! & "3&n&"n,= ,n6" ,n6" &,#" #, $,#! $,#! "! -, %"" %"" $n "n"8; %; L, #&6": D&%$3 & & !,3$, ,#" = 3,!" 3"! -"! n" , *$!,= 3"!$, "#" 3"#," %",,! ,!!"!,= &6$ $, " 9".
65. Est1s ri+'ie+' u+ eKa&e+; y te 'as cue+ta @ue tu c&a?er c&a?er(a) (a) est1 cia+' tus resuestas @u* 3aces ; L, %$" %"n 3!","! ,n -" 3! $, "#" , ,n,!,n 9 &#,n &#,n #, *!$. *; L, #&6" ,n -" *+ $, 3"! -"! #,+, #, %"3&! & ,@,n 3"!$, #, "! n,! ,n#! $, %$!" %"n , 3!","!. 14
PROGRAMA DE CAPACITACIÒN
%; D,+" $, , %"3&,= &n ,*!6" $, ,"9 %&,n#" = 9 n" , 6!# &#,.
PUNTAE7 6. AW)= BW2 Y CW1 8. AW1= BW) Y CW2 9. AW1= BW2 Y CW) . AW1= BW2 Y CW) F. AW2= BW1 Y CW) G. AW)= BW1 Y CW2 H. AW)= BW2 Y CW1 . AW)= BW1 Y CW2 J. AW2= BW1 Y CW) 65. AW2= BW) Y CW1 RESULTADOS7 De 65 a 6G u+ts T$ , ,& &" " , 3 3& &-" -"== $ $, ,, , 3, 3,! !& &&! &! $ $,, , !, !, "" #, #,%& %&# # 3" 3"!! & &== n" , ,@ ,@3! 3!, , *&,!,n,= #,+ 3! %"3"!&,n" $, , #&6$n 9 "+" ," &6n&&% #, %"n&n , &n,6$!&##. C*& $ %&$#= #& " $, 3&,n= n" , $,#, %#"8; De 6H a 8 u+ts C$&##" E!, $n 3,!"n 6!,&-. C$n#" $&,!, #! %"n"%,! $ 3,n&,n"= ,n&&,n" $ "3&n&"n, " %, #, n,! &n3!"3&#. S& $&,!, ,! !,3,#"= 3$, !,3, " #,F= 3!,n#, *,! ,%$%! ,%$%!== ," , 9$#!F %!,%,! %"" 3,!"n. De 8F a 95 u+ts A,! A ,!&-" &-"8; 8; Q, Q,&% &%& &%&" %&"n, n, * *, , %' %'"" %" %"3"! 3"!! !, , ,n #& #&,!, ,!,n, n, & &$ $%&" %&"n, n, #, %"n&%"= # $ 3$n" #, -&= &n $, 3!,% $n &3"&%&'n. R,%$,!# $, ,! ,!&-" &6n&&% n" &,3!, ,! #$," #, !'n= "#" ,n#," ,$&-"%!n". A"! *, $ ,&" 3",, P$, "!= &n'!, F ,n ,, *"6 3! $, %"n"% $ %!%,!5&% 3",, $ ,&" 3! 3"#,! %*&! " ,+"!!
CONCLUSIONES
L" #&n&!#"!, #,*,n ,n,! ,n %$,n &3"!n%& #, %3%&%&'n %3%&%&'n 3! 3! %$&%&'n &n #, !,"!! *&&##, $, &,n,n " !*+#"!, 9 3"n,!" #5 #5 ,n " " -n n%, %, #, $ % %3 3". ". A# A#, ,F F== !, !,$n $n&! &! 3,!"n 3,!"n , 3,! 3,!& &,, &n,!%*&! &#, 9 ,%$%! $6,!,n%& 9 ," 3$,#, !,3!,,n! $n ,@3,!&,n%& $, "!,% ,$&3". En 6,n,!= " !*+#"!, #&!$n %$n#" !,%&*,n %3%&%&'n #&%&"n= #&%&"n= 9 $, , $n "! #, "6!! $ #,!!"" 9 #, "&-!". 15
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L %3%&%&'n , $n ,!!&,n $n#,n 3! #&n&!%&'n #, !,%$!" $ $n" n"= = $ $,, "! !,,%, 3"& &**& &&# &## #, , ,+" +"! !!! ,&%&,n%& ,&%&,n%& #, #, !*+" !*+" #, #, ,3!, ,3!,== 3,!&&,n#" $ -, $, & , #3, n$,- %&!%$nn%& $, , 3!,,nn n" #,n!" %"" $,! #, "!6n&% "!6n&%&'n &'n..
P!"3"! P!"3 "!%& %&"n "n " " , ,3 3, ,#" #" "3 "3"! "!$ $n& n&# ### #, # #$ $&! &!&! &! 9" 9"!, !, 3 3& &$ $#, #,= = %"n"%&&,n" 9 *&&##, $, $,nn $ %"3,,n%& %"3,,n%&== 3! #,,3,!, %"n @&" ,n $ 3$ 3$, ," ".. D, , , n, n,! !== * *& &nn !, !,$ $ , ,!! $n $n & &3" 3"! !n n, , ,!!&,n "&-#"!.
E n, n,%%, !& !&"" ,- $$! %"3,,n%& #, %# ! !*+ +#"! 3 3! ! $ $,, 3$, $,## #,,3,!, ,n "! &n#,3,n#&,n,. E 3,!"n #,*, ,n,! "3"!$n&## #, #,"!! $ %"n"%&&,n" 3!F%&%" &n $&%&"n, n& !&,6" !&,6" 3,!"n,. 3,!"n,.
P! !, P! !,$ $! ! ,& ,&% %== $n 3!" 3!"6! 6! #, %3 %3%& %&% %&'n &'n #, #,*, *, , ,* *,% ,%,! ,! " , , #,%$#" n,%,&##,. E ,n!,n&,n" ,n!,n&,n" 3!F%&%" 3!F%&%" ,= 3"! " 6,n,!= F ,&% $, , ,'!&%". H9 $n 6!n #&,!,n%& ,n!, ,@3&%%&'n #, $n !, 9 !n&&'n #, %"n"%&&,n" 3!F%&%".
BIBLIO#RA=IA 3:,.&#,!,.n,+"!6,"+,#<)%"$n&%% 3:,.&#,!,.n,+"!6,"+, #<)%"$n&%%&"n,!&-7)02010 &"n,!&-7)02010 3tt7MMM.eltie&.c&ar 3tt7MMM .eltie&.c&arc3iv'cu&e+t"A"695 c3iv'cu&e+t"A"695F F 3tt7'elca&villares.c&c+'uc 3tt7'elca&villar es.c&c+'uctaasivaa/r taasivaa/resivayasertiva esivayasertiva 3tts7MMM.'e0i+ici+a-c.c 3tts7MMM .'e0i+ici+a-c.c&c&u+icaci+c &c&u+icaci+c&u+icaci+asertiva &u+icaci+asertiva.3 .3
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