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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 1 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 2 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 3 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 4 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 5 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 6 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 7 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 8 de 45
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1
LAIR, RIVEIRO. La comunicacin efectiva

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 9 de 45
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2
Tomado de CINCEL LTDA. Programa de calidad de vida laboral y productividad.

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 10 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 11 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 12 de 45
1 3

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3
COVEY R. Stephen. Los siete hbitos de la gente altamente efectiva. Espaa: Paids. Pginas
232 - 265

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 13 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 14 de 45
2 " !
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4
En el documento COMUNICACIN EFECTIVA se tratan estos temas con mayor profundidad.

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 15 de 45
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5
Estos elementos fueron recogidos de la metodologa de la Universidad de Harvard para negociar
conflictos.

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 16 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 17 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 18 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 19 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 20 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 21 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 22 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 23 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 24 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 25 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 26 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 27 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 28 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 29 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 30 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 31 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 32 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 33 de 45
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DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 34 de 45
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C 4 4D2 A C: 4: 2 ? @ 2 ): :C 9 2 @ 2 DA @ )DI 9 /

= ) %

J: $ "
J2 ! $
JA #
J0 0 # D
J1
J9
J0

2 )0 D 41 92 D 9 A : ? @ 2 CD0 Q
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 35 de 45
E ) %

J4 3
J9
J1
J)
J4 #
JA 3 % #
J4 "

2 )0 D 41 92 D 9 A : ? @ 2 CD0 Q
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 36 de 45
" @ 3 8

@ $ ! " $ =
4 # =( $

C 3 $ " !
!

4 +

0 4 A: =

' ) O I
' ) O I

0 4 A: E

O I
O I

)% 7 $ !
0: ! #

$ $RRRRRRRRR $ RRRRRRR
3 > P $ Q Q O# J J I
$

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 37 de 45
" A 9 :

)' 4 $
# +
43 " ' F < . ' 3
3 ) < *' ) ' $ 2 +
% $ C #
# "3 % 3
" # (

*' )
= ' ; $ $ $ $ !
" ! ! # $

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

E 9 ' "
# "

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

, ' # A 3 $ "

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

F # C $
7 $ " ! ! $
$

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 38 de 45
> ' ; % ! ' #
; % ! 3 $
$ 7 ! '
; % 4 $ " "
! % !

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

P 4 ' 3 %" ! $

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

M # $ $
#
$ " %

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

N ) $ $ ' " !
#

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

L ! $ # $ '
# $ $ # %
!

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

=- 4 # # !
" # * 3
/
" #

1: 2 D 4 D 1: 2 D 4 C@ C
QQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 39 de 45
$ ! )* )' ) 3 QQQQQQQQQ

$ ! % QQQQQQQQQ

8 ! ! / P K )* )' ) * ) & ) 2 # J J
' ! )* )' )

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 40 de 45
" B C%

$ !

) ! #

9 : 81D 0 C 2 1D 0 C: 81D 0 C 2 9 08 9 0
1D 0 C: 8 9 2 9:

$ ! $ $

2 E % R

9 ? @U 2 DA @ )D: 9 2 ; 2 2 DC: D9 A : 4 0 9 A

= 9 4 Q0 4 :0 4 2 RRRRRRRR 9 RRRRRRRR
*G ") ' " /

9 ? @U : 9 A:
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

): 9 2 )@ 9 )D 2
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 41 de 45
E 9 4 Q0 2 : )D: D4D 0 2 VRRRRRR 9 : RRRRRR

9 ? @U : 9 A:
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

): 9 2 )@ 9 )D 2
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 42 de 45
" G 2

A + =>

A + %
" +
# #

% )' ! (
% )' !
5) + + 6
(
(

= % )' ! + #
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

E % )' ! ) ! #
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

, !
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

F
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

> )' ! ) !
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

P ) + #
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

M )' !
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 43 de 45
2 #J * ' ! / '
*A ,- /
$ ;%
> + 4 +
$ !

% %
)

! / ) ) !

%' ' ' / (


% / (
!/ '
% '
%' ' ' '

= RRRR C $
# =F ' " %
2 " 3 $
E RRRR 4 $ $ " %
$ % & "
, RRRR $ 7 ! ( ! &
"
F RRRR 4 ' $ * / @ $
" # $
> RRRR
"
P RRRR % $ $$ #
% + 4 # %
$ $
M RRRR $$ &
+
+
N RRRR C ! 4 $
7 $ "!

L RRRR 4 !
=- RRRR ; $ $ "!
' $ '

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 44 de 45
) % !
% " $

0 + "
" " " " "

DIVISIN DE CAPACITACIN D2194-DCAP


17/06/2004 Versin 01 PG 45 de 45

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