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その気遣い、むしろ無礼になってます!
- Narrated by: 有賀 友利恵
- Length: 3 hrs and 22 mins
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Publisher's summary
これまでの本が気遣い初心者向けなら、本書は中級者向け。
仕事の経験を積み、それなりに気遣いができるようになってきたけれど……実はその「やりすぎ」が無礼になっていた!?
大人の気遣いは、相手を恐縮させない「さりげなさ」が最終ゴール。
ANAのCAとして、研修講師として著者が見聞きした豊富なエピソードをもとに、ワンランク上の気遣いを伝授。
目次
はじめに
第1章 せっかくの気遣いが無礼になっている!?シリーズ累計18万部を突破!大人気著者の「気遣い」本最新刊。
これまでの本が気遣い初心者向けなら、本書は中級者向け。
仕事の経験を積み、それなりに気遣いができるようになってきたけれど……実はその「やりすぎ」が無礼になっていた!?
大人の気遣いは、相手を恐縮させない「さりげなさ」が最終ゴール。
ANAのCAとして、研修講師として著者が見聞きした豊富なエピソードをもとに、ワンランク上の気遣いを伝授。
目次
はじめに
第1章 せっかくの気遣いが無礼になっている!?
「気遣いしすぎ」という気の利かなさ
相手の反応を「深追い」しない
気遣いと「よけいなお節介」の境界線
「自分の心に無理をして」気遣いする関係は続かない
「あえて引く」のも大人の気遣い
一番の気遣いは「感情コントロール」
第2章 ついやってしまう「やりすぎ」気遣い
【これって無礼!?】型どおりのマナーを守りすぎ
【これって無礼!?】何かと「すみません」と謝りすぎ
【これって無礼!?】「悪いな~」と恐縮してお礼を言いすぎ
【これって無礼!?】特別な理由もなく物をあげすぎ
【これって無礼!?】「大丈夫?」と心配しすぎ
【これって無礼!?】相談されてもいないのにアドバイスのしすぎ
他
第3章 気を利かせたつもりが「裏目に出る」気遣い
【これって無礼!?】気遣いは「見えるところ」に気合いを入れる
【これって無礼!?】相手の体調が悪そうなときは、とにかく声をかける
【これって無礼!?】手土産は「つまらない物ですが」と最初に渡す
【これって無礼!?】謝罪を受けたら「今後は気をつけてください」とひと言で済ます
他
第4章 なかなか距離が縮まない「会話」の気遣い
【これって無礼!?】雑談の入り口は「最近どうですか?」
【これって無礼!?】話を聞くときは、相づちの言葉を頻繁に差しはさむ
【これって無礼!?】同意を示す相づちに「そうですよね」を使う
【これって無礼!?】寡黙な人とも話が弾むよう、話題をいろいろ提供すべき
他
第5章 多様性時代の「勘違い」気遣い
【これって無礼!?】仕事のメールは要件のみ簡潔に
【これって無礼!?】お断りのメールは「検討します」とやんわり曖昧に
【これって無礼!?】後輩や部下を指導するときはひと言でさっと手短に
【これって無礼!?】パワハラにならないよう、怒りやイライラは無理にでも抑え込む
他
第6章 これこそ大人のさりげない気遣い! エピソード集
「声をかけてくれる」だけで嬉しい
嘘のない、でも相手を傷つけない返答
その場で誰を立てるべきか、見極めた行動
一緒に泣き、一緒に怒ってくれる
接客は「負担のないひと言」を糸口に
入口から出口までがおもてなし
会話の中で、相手の名前を口に出す
職場の仲間もお客様
人気のお店は見えないところでもプロの姿勢
クリーニング品に添えられたメモ
「来年も頼みたい」と思わせるお取り寄せ
心に残る、小さな接客エピソード
おわりに ――「前向きにあきらめる」ことで有意義な人生を手に入れる
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