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COLEGIO DE BACHILLERES DEL ESTADO DETLAXCALA

PLANTEL11, PANOTLA, TLAXCALA

ATENCION AL CLIENTE

PROFESORA: ANA MARIA GALICIA GUTIERREZ

ALUMNOS:

JUAN JOSE RIOS SANCHEZ

LIZBETH ROMERO NOPHAL

GLORIA S. PEREZ HERRERA

KARLA SANTANA ZEMPOALTECA

WENDY SANTIAGO XOCHIPA

TEMAS:

*ASPECTOS GENERALES DE LA COMUNICACION

*LA COMUNICACION ORAL

GRUPO: 511 TURNO: ESPERTINO

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ATENCION AL CLIENTE

1.1INTRODUCCION

1.1

INTRODUCCION

ASPECTOS GENERALES DE LA

COMUNICACION

E! "#$%&'(& )#+&(%(% &' &!#-' & !" +/&0" &0("0-&( " )/&)%&'(&0 +/&0%'&0& !" 2&/(" 3 !" "'".

DEMANDAOFERTA

4-& &0 ! -& !"0+/&0"0 +'&' "%0+0%)%' &! M&/)",&6%0(& -'" #3/%0+'$%!%" &+/-)(0 3 #"/)"0 3-'" &0("'"/%7")%' &'(&)'!8%" -& 8&'&/"-' #"3/ "!/ &' &!

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E0(" 0%(-")%'8&'&/" -'")#+&(&')%"

$"0"" &':

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O/%&'("/ !" +/&0" "! )!%&'(&)# $&(% %'(&8/"! 3+/%/%/%("/% %/%8% " $(&'&/0- 0"(%02"))%' &/#"'&)&/

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ALOR

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-& /&"!%7" !" +/&0" +"/""-#&'("/ &! '%&! & 0"(%02"))%'

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N * 0 * ! * 0 & ( / " ' 0 # % ( & % ' 2 * / # " ) % * ' ) * ' ) / & ( " , 0 % ' * ( * * 0 ! * 0 " ! * / & 0 3

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1.2

PROCESO DE COMUNICACION

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1.3

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1.3 ETAPAS

DE LA

COMUNICACIN

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* ! - ' ( " . . & C * # - ' % ) " / 0 &E # % 0 % * ' . & ! M & ' 0 " 1 &T / " ' 0 # % 0 % * ' . & ! M & ' 0 " 1 &R & ) & + ) % * ' . & ! M & ' 0 " 1 &D & ) * . % : ) " ) % * ' . & ! M & ' 0 " 1 &C * # + / * $ " ) % * ' . & ! " C * # + / & ' 0 % * ' . & ! M & ' 0 " 1 &C * # + " / ( % / I ' 2 * / # " ) % * 'R & ) * 8 & /I ' ( & / ) " # $ % " / P - ' ( * 0 . & % 0 ( "G & ' & / " /R & 0 * ! , & /

1.=

1.4 FUNCIONES

DEL

MENSAJE

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1.5 LENGUAJE NO ERBAL O PARALENGUAJE

C-"' 9"$!"#0 )' '-&0(/0 )!%&'(&0 -(%!%7"#0 &! !&'8-"& )#-'%)")%>'&/$"!, +&/ "?0 9"3 0%8'0 & )#-'%)")%>' @' &/$"!

E0(0 0%0("0 & 0&"!&0 )#+'&' ! -& &'#%'"' +"/" !&'8-"& 3 0':

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L" 2/#" & &0(%/0& 3 !0 ""'&0 )'0(%(-3&' 8(/" 2/#" & +"/"!&'8-"& !&'8-"& ' &/$"!, -& &'#%'"#0 !&'8-"& )/+/"!

1.5

L0 #"(%)&0 &' !"&6+/&)%':

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/&8%0(/0 & "8- 38/"&3 0- #-!")%>' &!

/%(# "! 9"$!"/ !"%'(&'0%", &().

LENGUAJEGESTUAL:

L )#+'&' !"2/#" & #%/"/, !"2/#" & 0'/&/,& 0&'(%/ )' !"

)"$&7", &().

" ' & -& &!)!%&'(& +&/)%$"%2&/&')%"0&'(/& !0%0(%'(0&0("$!&)%#%&'(0.

S%' -& "?0 0&)-%" &! &'(/'.

D" -' +"0 #"0 ")&/)?''0 "!" %&" &! &'(/', ")(-"!#&'(&)' &! "-8& & !"0 2/"'-%)%"0' 0! 0& )-%"' & -& !"0

+&/0'"0 0& %0("' 3 (&'8"' -'"")(%(- "&)-"".

UNIFORMIDAD:

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O B S T A C U L O S E N L A

C O M U N I C A C I O N :

R U I D O S , E N T O R N O ,

R U M O R YA I S L A M I E N T O

O B S T A C U L O S E N L A

C O M U N I C A C I O N :

R U I D O S , E N T O R N O ,

R U M O R YA I S L A M I E N T O

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

1.

1..< OBSTACULOS EN LA COMUNICACION:RUIDOS, ENTORNO, RUMOR Y ISLAMIENTO

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NIE LE S E N LA COMUNICACION

)-"'. * ! " & # + /&0"0&/&! ")% *'")*' 0-0)! % &'(&00 & 8&'&/"' .* 0 ' %&! &00% #-! ("'&*0.&)*#-'% ) ")% *'

.".*5-&! "0 '&)&0% .".&09-#" ' " 0 . & $ &' 0"( % 02 ")&/"(/ "&7.&! *$ 1 &( % * .&! '&8 *)% * .&$*0 #% #"/ &! +/*)&0*.& % '(&/"))% *'

&! )! %&'(&( % &'& '&)&0%.".&030&'( % #% &'( * 0 5 - & 0 %' 0&/ +"/(&.& !" '& 8 * ) %")% *' +-&.& % 'G-% / &' ! "%#"8&' 5-&0&2 */#& .&! "+/&0"

! ""(&')% *' "! )! %&'(& &0"! 8* % '("'8% $! &, !*0)! % &'(&01 -78"' 0- )"! % .".$"0"'.* ) & & '!" )"! % .". .&0-0/&! ")%*'& 0 )*'5-%&'&0+/&0("'! ""( &')% *'

-'"+/&0" 0 & + - & . & . %2 &/&') % "/ .&! *0." 0 +*/! ")"! % .". .&0- "(&')%*' 3" 5-&! *0)*'0 -#% .*/&0'*+-&.&')*#+/"/ ! ")"! % ."..& !" "(&')% *'"! )! % &'(& .&-'" +/&0"

1..< NIELES EN LA

1.7

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A t e n c i o nS a t i s f a c c i o nP e r c e c i o nE ! e c t a t i " aE s t r a t e # i aC o $ % n i c a c i o nF e e & ' a c () % i & o

1.8

1.* )ESUMEN

DE

CONTENIDOS

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# " ' ( & ' & / - ' " ) * # - ' % ) " ) % * ' & ' ! " 5 - & " + ( & 0 - " ) ( % ( - " - ' " 0 % ( - " ) % * ' " " ,& # + ! & " ' * ( & ) ' ) " 0 3 " ) ( % ( - & 0 " + / * + % " " 0 I / & 2 * / # - ! " ) % * ' , + " - 0 " 0 , 0 % ! & ' ) % * 0 J .

# " ' ( & ' & / - ' " ) * # - ' % ) " ) % * ' & ' ! " 5 - & " + ( & 0 - " ) ( % ( - " - ' " 0 % ( - " ) % * ' " " , & # + ! & " ' * ( & ) ' ) " 0 3 " ) ( % ( - & 0 " + / * + % " " 0I / & 2 * / # - ! " ) % * ' , + " - 0 " 0 , 0 % ! & ' ) % * 0 J .# " ' ( & ' & / - ' " ) * # - ' % ) " ) % * ' & ' ! " 5 - & " + ( & 0 - " ) ( % ( - " - ' " 0 % ( - " ) % * ' " " , & # + ! & " ' * ( & ) ' ) " 0 3 " ) ( % ( - & 0 " + / * + % " " 0I / & 2 * / # - ! " ) % * ' , + " - 0 " 0 , 0 % ! & ' ) % * 0 J .

) * ' ( / * ! " / ! " ) " ! % " & ! " % ' 2 * / # " ) % * ' .) * ' ( / * ! " / ! " ) " ! % " & ! " % ' 2 * / # " ) % * ' .) * ' ( / * ! " / ! " ) " ! % " & ! " % ' 2 * / # " ) % * ' .% & ' ( % : ) " / ! * 0 & ! & # & ' ( * 0 & ! " ) * # - ' % ) " ) % * ' & ' - ' " ) * ' & / 0 " ) % * ' .% & ' ( % : ) " / ! * 0 & ! & # & ' ( * 0 & ! " ) * # - ' % ) " ) % * ' & ' - ' " ) * ' & / 0 " ) % * ' .% & ' ( % : ) " / ! * 0 & ! & # & ' ( * 0 & ! " ) * # - ' % ) " ) % * ' & ' - ' " ) * ' & / 0 " ) % * ' .% & ' ( % : ) " / ! * 0 & ! & # & ' ( * 0 & ! " ) * # - ' % ) " ) % * ' & ' - ' " ) * ' & / 0 " ) % * ' .

1. PROPUESTAS PRCTICAS A LOSCONTENIDOS1.9

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C-"' 9"$!"#0 & )"!%", )'"'7" /%&08 +&/)%$% +/ &! )!%&'(& &' !""(&')%>', &6%0(& -' "!( )#+'&'(& %'("'8%$!&.

L" "(&')%>' 0& 2")%!%(" "! )!%&'(& "! #%0# (%+ &' -& 0& &0(? +/-)%&', &0%#+/("'(& !" &0+&)%"!%7")%>' 3 2/#")%>' & !"0 +&/0'"0 -& (/"$""' &' "(&')%>'"! )!%&'(&, )'%/(%'0& &' &6+&/(0.

E! )!%&'(& &0+&" -' +"+&! ")(% &' !" +/-))%>' & !" "(&')%>', 0& '&)&0%("& !" )!"$/")%>' & ( &! +&/0'"! & !" +/&0" +"/" !" "(&')%>' "! )!%&'(&, 3"-& &0(& &(&/#%'"/" &! 6%( 2/")"0 8!$"! & !" +/&0".

Inters a!st"s"# #?0 -& -' (/"( )/%"! &0 9")&/0&'(%/ "! )!%&'(& -& 0-0 '&)&0%"&0 0' %#+/("'(&0+"/" !" +/&0".

$%e&!'!%!(a(#E%("/ &! @' @' 0& +-&&.E! )!%&'(&&$" 0"$&/ -& &! +&/0'"! 0& #%!%7" +"/" /&0!&/

0- +/$!".A)t!t*(es

* N%&! & '&8)%: E! +&/0'"! & !" +/&0""3-"/" " /&0!&/ +/$!"0 (#"' !"

E+)a)!a# R&0+'0"$%!%" &!!&"/! " -' $-&' '

N%&! 0-$&(%: /&"))%>' +0%(%".

R&-%&/& -'" /&0+-&0(" 0"(%02")(/%" "&)&0 !" /&0+-&0("

Res,*esta -& -&/" / ' &0 +0%(%" +&/ +-&&&')'(/"/0&

-'"0!-)%>'$-&'" +"/" &! )!%&'(& 3 !"

+/&0".

2.-

INTRODUCCIO

LA COMUNICACION ORAL

ACTITUDES TECNICAS DE LA

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