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Page 1: Comunicare profesionala. Manual de abilitati practice ...

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'pcunur ep Incol e1 '(lyeuosred rnynydurexe ee.relnd upd) pglqns eurs

ep epnel '.DrtrDJ 'gieqrs ell€ uJ reueosred e1e epecord e ep (lereldurexe)

rJnpou erdsep elelet e nes '(royrueleud 'requrzg 'reru.rg 'rrcunru) Eleclpepgueosred ep erserdrur rilepolec gcnpord ps elrueru '(]xeluoc p,Lrlcedser

uI elrqeJrzep elueruegodruoc g J? unc) enrleluelso eldtuexe ep e ep eiurpuel

ulp Elsuoc eruc rerserdurr ye lueure8euetu ep et8eluls o else oa"rucEft1druaxg .']rrop rnlec

sJeAuI IUceJe ecnpord rS precurseu rS e:eolepdrueru 'eruolrSn8url eueosred

ep erserdut RZeeeJJ 'secxe al gpzl1!1fr'e1e,rrrd Bec uJ nes pyeuorsegord

eier,r ug 'esurlsep uieler roun €eJeprlosuoc rS eereerc ul EIpn ep lrqesoepelse er8elerls 'euetun ye;eue8 errnierd rS ereqorde ep rroleu epundspr

'lyeynlec € ours ep llu6e I ? IS ours ep reuqs eereuriueru e1 'entltzodrrn-{ceqpeeJ uud 'rnqu}uoc e 'roy ol}igllllqpdecsns ,rS elroleu ul }uet?g e 'rilepec nc rolrJo1epug rS pqeue U v'pl€rcos ermricerelur ecrro puglrTrc"J

'1i1epo1ec elelueurlues rS eleserelur ru1ued eriereprsuoc plouep eeielqo4'eoJerruguoc']1e1myec eerelel! ::ri;.DJ'pseonlcedser rS plqee-r8e pueosred

o ec lndecred g e ep er8ele4s gunq o ernlusuoc a,ffiolt,tolDpu! apDruDW .']elrle ep lS eurs ed ple4uec

'pllllleduroc 'pseorgpnpl ec plndecred pulg eueosred 'Ser8 pp et8ele4s

'llien1ls eleque ur 'secxe u1 'rue1eud eceJ eu e rS gyrqero,Leg erserdrul oeet) e ru1ued plqn else plerrrrd eier,r u1 '(elr-lefiue ep elrJnrlJelur ug nldurexe

ep) {1elroyec rrgco ur rJolel reudord eete:urrtJe docs ec n€ eJ€c eyeuolsegord

elrunricerelur uI plrnrJlod er8ele4s o else ,rerienlrs pleldepe rS prnspru

ro pp4ll1n'eurs ep epnel iprtpol 'glueledutoc lS qseorol€A else eueos-rod

pc rerserdrur eeJ€eJc docs ec eJ€ eJ?c er8elerls o else oa,mtoruo"tdo1ny .:erserdur euoqse8 e ru1ued elezr16t

el?]ueu€uoduroc rrSele4s eleJeolgrrun lecurluepr ne (Zg6I) u?rutlld rS seuol

'(eerrnlprrzepolne'eereq8elerdnsolne) yercos lruueuregoduoc nc elercose

elelqeuosred ep rrn1gsp4 - ttouotltzodsrp t.to1col (c) leeunricerelul col ere eJec uJ

leJcuoc Inlxeluoc - rlouofionlts r,ro\cot (q) ilueruegodtuoc rnun e eJ?uun ec crlqndel ep nes JolncolJelut el ep lruelofi 1n-tlcoqpaal @) :ep ericurg ur ,nnurluoc xngun-:1tn gzeezrleer es rfyeyrolec uJqzruJtg el eJ€c ed roprieuuoJur Inlo[uoC

pluuolsa;ord aJEJrun uoJ

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'olercos elrri€leJ uI eluuodc€Jelul

Jolundocs eeJe8urle uJ lu"Uodlur ]ueurulsur un ernl4suoc IS IeusosJed olmdocs

rS eyrierr4ou nc ?Jn1p8el ere erec 'p1uop eun Ic 'lercos gqqelzep 'gtrtltzod

eur8eul o e,tourord e ep F Ilcelqo BlmeeploluJ n€ nu tetserdrul 1e luerue8eueu

ep ep8ele4g 'Inlnlllcelqo eere8urle omBlsz ps oJ€c (elelueruegodtuoc

er,reueur) DU)DI ezeeztlrlrt retserdtut Iu lueue8eueu ep el3e1u4s eJecald

'.,(e)m8uts cJncsep ?ru nu eceJeoep "'n-4ued

rolnfe ep eroleu tuy.. !,,eutq esel IIU-nu etru pc 'rucn1 erelnc IU RJi eulq Ietr I..

:rurcJes Joun e eJecol€eJ o euriqo e rulued gllsoloJ else et8elerls 'e4rtue3:

ug 1S 1gc 'pcumu ep Fco[ el ]g]v 'fptlllqesuodser urp eeyed o eterd PS rus

(..gm8urs EcJncsep es rlu., '..e8e1eiu1 nu.. '..e1eod nu.. eJec) reueosred 1nco1

u1 ,[lcedser Irucnl EceJ ps rilelec ed r-npugrmd 'ue1d ]13 uI Ilcueueq ere

et8ele4s Jep 'JueuoIU ptuud u1 zr4e8eu glndecred pulg 'serelur mpudord

e,rulodurl gzeeuotice eueosred 'erepel eurud e1 'eroldul e :D)IqDJ

'rnf u1p Jolec Iruolnle grcl rucnl lrunue un pc"J gs ppqedecur 'erelnd

ep plrsdq 'glerolnleeu 'plueledtuocul gwle es pznuc u1 eueosred :IIJPpIuIluI

EsJeAur lue.rede er8elu.rls o else orutorufnau fi a,no1p8nr Daulprylty

'p]ellncse rS plmuel ecBJ o rep'tincsotmc tS rueleud erluJ n€s elltureJ uI lc1u

'pcunru op 1ncol el Icru plncgld pueosred o ec"J nu ?erzpllu4ul 'elncgldeu

eiurcesuoc ep n€s ttleserder ep €tu€el urp riluyrec ep el€uun eg gs eueosred

ap IeJlsB reun ellitzodsrp ec eceg: 'durr1 uI pleeJc gruser8e 'eteoleurulop

pueosred ep e{elnder O 'ermtsensred ep uoJe urind IBru gUseceu

eoeruoep 'er8elerls qlseece ru1ued ericepperd ne eJeoleulluop nes (pqpsp4)

e,user8e eleueosred sel" reIAI 'Uellnlec eiuerldruoc :elelpelm Ilcgeueg

ere u8elerls ep IeJlse Ieun Iruolouord '(ppqeet?ezep lS ereolpiutueue

ec glndecred else ?uuosred) lercos g1qeilzep tS else nu ElIJop eeut8eut pcep

rerq3 '(plrcrldxe nus ptlcqdrur eruiurueure) er€ceJ?o IeJ un-4uJ ue8ug4suoc

rJ gs ruelnd rS r6ndsrp rueluns Jer1uoc zec u! 'rou ep pluop uricerrp

ur ezeuorice ps rrJolncolJelut ure8unuoc eu 'ee urr4 'eereiuluelrr? :D)!PDJ

',rtser8e dU ep retserdrut 1e luerue8eueru ep er8ele4s o else Da"rupnaryul

'elqeetflezep Bun Ic 'glpop eelellluepl peut?eut

plnuliqo else nu :esJolur elceJe ere et8eler1s 'secxe uJ PIBZIIU1 '..eull

lgcep oulq reu ntlS ne.. :InlruolncolJelu erdnse ruapuaJso Inun eeJlpugqop

A4celqo ec eJe eerecgqduexe 'etienlts ep rmd4 eleqluz uI '.."'slz AncBJ:

nlsatdtur Tn1uawaSouout 1i oato1uazailoqV 'I

g Se ne 'ngr Inlr€l ne ur"Je prrEJ.'ezflej q rerrBos.r

es ps unc ardsq

cr^rc rnlnlua{rrED

'pcrmur ap Iruoep epnel :lrgrofrJnpou erdsap upueos:ed ap prs

uI elrqBJrzep elG,

urp q1suo3 aJBJ r:

sJeArrI InlJ:rJ3 aJep ersardun qze

eielt u1 'asur1sal

else er8ele-q5 -a

']1epn1ec e aurs

un-IceqpasJ urx

g e 'rileyrac nr -lo'{yepolac alatrrat

'eeffrrugnoJ 'lPlo ec lndaerad g

'pa.rlrledruoe -psr

'llienlrs eleqrue r

eetc e nnud gl-qr

ep) riyepolec rrqreyumiczralur nI

nc Pl?zrl4ll'ernspc rerserdul ual

elelueurepodruor

'(eann1

elelryeuos:ad ap r

leJCuoc FlxaluoJel ep nes JotnrcF

un-4ul PZEazleaJ

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9I

Joun eeJe8ulle op rS eiuerede ep riedncoerd lueueuued 'rersordur plueue8eueurul Uqe eU?oJ ]rms rg ']ueruo{u Iece uI gqJop elelDuepr o pugerc ,rnlnprrupur

e gleil eolelrleuosJed rS eyrlpl4 gzeet4cseru mFIoJ epldepe elolueueuoduro3'1i1epec nc pzeeuoriceJelur er?c uI rmloJ elesJalrp uI rJolc€ rmq Bc es-npugpoduroc

'1xe1uoc ep ericrng u1 rS mlruolncolJelul ep{ceer ep ericurg uI Flueu?uodurocezeldepe rS-gs rpqedec luns rlreq8e,rerdnsolne Ie leclplJ lelru un nc rrzrlrpur'rcrlsuelce:ec Jolsece E}lroleq 'ludord eleluerueuodruoc e1 tlelnlec epricee: edgwz\ecoJ e{ue1e o-4uud qlepo}ol rS glurcos eeumicerelur uI eurs ep erezrluellSuocpmq o-4q-rd ElseJrueu es n"raqBa,u.tdnso4no p p)tpt.t rupNN

'(0t-St'dd'/g6l'rep,(ug)'elelrleeJ uI ne luns urnc eSe lgcep 'nU gs le g1dee16e es unc eSe

pqer8ep reur god Eur ps purl '1ncg1d g e rS rilepec nc e8eleiul pru e rutued .'yo8 ep nep gru ps ErRI eunrcurru o unds ps rS rqco uJ Bleurc ed rnud 1o4 .

'pueosred ?1le o 'elep oJeceg

ep 'g Se runc rs ec god gru 'elueglp sueosred nc rS eluegrp llienlrs u1 .'plnce punq o I $tre unq rm g 1n1nd g Sy .

.CIIUIU

edeorde n4S nu erec erdsep euel ed slezzrordrur rJnsJncsrp uri ps 1o4 .:Surroluoru-Jles ep elecs urp rurell

'lnzgcs

Ie^ru un nc rzr^rpul rs rueqSezrerdnsolne Ie ]ecrprJ Ie^ru rm nc rzr^rpu 'e{elndoduI IIJqpsEI lelinqr4sry eloruer1xe €l ,plsrxe :,rrserdxe rnlnluetueUodruoc 1e

Io4uoc ep elereueS lJigucedec eiunud uI EreJIp rrzr^rpul 'etslrleuosred ep prqgsprlo Elereprsuoc purg roprienlrs 1e lS rnlndurfl In8unl e-ep piuelsuoc o ,pl^1pul

tSelece e1 'ete eereq8errerdnsolnv 'll?lrnloc eluserdun €loJluoc urelnd ,Blseec€

uud 'rs eleoJ olec ep elrJeJrp Iliorue rurEJl Ec erserdur eerc uelnd 'gleer eec nu rseleuorioue JolrJrqr e ElrJop €Jueuel rnlruolncolJolur rugzrrrmJ '1e1or1uoc ,rrsardxe

plueuegodruoc urrd 'rnlruolncolrolur elE eleuo{oue ellrlp4 erdsep rrieuuo3lur ep

psrns eledrcuud luns eleuorioue elrserdxe 'llelPlec rulued 'plueqSuocur pri;ed else

rS eyeuorioure olrJrEr nc gJeprTos else 'ueluods eurl;ns eceJ€oep '1eyo4uoc ep ner8IeIu else (ureceg urnc) rnlnlueuugodruoc e pnrserdxe ern1ul '(rueceg ec) eJeluruJuJ

ep eJn]BI ep eJrqesoop erdg 'ruserdxe yruueuegoduroc eloJluoc e ep eelellcedecpulg ec gllugep else '(7461) rep,(ug ep snporlur ldecuoc ,eereq8e,rerdnsolny

(Sugrolguoru-y1as) ua.raqEanu-rdnsolny

aruluazardolnu u[ aluclldrug a]B]rluuosred ap elcadsy .g.1

p1u uorse;o.rd aJBJIuntuo)

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LI

elrdelar uI 'eqqeer?ezep ec olndocJed ]uns eJlnlplzepolne ep Insecxenes In1rcuep rer 'eleuosrefuelur rerieleJ eJnleu ep rS erienlls ep ericwg uI lil€lJolec

Inlp^zep ruelnd ec 'se1e leur 'rS 1gc erdsep euuou ?lstxe ellJrulnc eleol uI'rlqeJeulnl ceJ eu erec rtieru-rogul JoIm etsesod u1

e8rmle ]l?lglec :e]uecsu uoeun g 1od elurnlg^zep'eelsec€ el€o] nJ '(;1rct'prernol)

gyqeet?e r€tu purg ec plndecrsd 're lnpugr e1 'e1se rrJrnl?Azep e ?luli eueosred rer

'eyquer8e r€tu purg ec elndecred luns ernl?Azep es eJec eyeueosred :gleuosred-re1ur

erice4e cserods rS 'gleuosred:e1ur erieler uJ eretdorde ep lnper8 cserods

elrJrnlg^zec 'eJepeJcuJ 'ru1sou FpugJ e1 'nuud uelnd rS 11e1g1ec uI eJepercul

Ellruu r"ru tJr&Wm lgle nc 'eruqur reur luns elrnlg^zep elttieuuogut ]gc nC'(e1e:ces nldruexe

ep) p4seou eueosred ep e1e8e1 epungord elcedse rnlplzep urelnd nes piuegodtur

ep elrsdyl llieuuogul etpru rnlplzep uetnd 'eunricerelur ep pdlt ep ericurg

ut gzaluel 1lieuuogur JoJsece eJnJeu rep 'rou erdsep yferurogur llelmlac IuIJeJo IJ

es rrrepuq 'etelaezetdoln€ ep psecord uI 'oJeolrrl elec ed rS pluezerd eeun{cerelur

IeJlsB ellllceg e 15 elncsounc eceJ es ru1ued eurs e:dsep lieur.rogur llellnlecernlpnzop ps elelrlotu eg ps eleueosred €c eceJ oc eeec 'elelrpqrlctperd ep rS

piue.rn8rs ep ]uerurluos rm EZeeeJc llelrnlec eerelSeounc 'eyeuosrefuelur ayrrieler u1

,rr1r,1porrpr1r,y

'eleer royrrioure

e erulruursrp ep elelrcedec rS 1ce1 'lo4uocoln€ plrseceu 'elecolq gJR] 'ql €lruop

es e ru1ued'eermricerelur eJuc u1 'nldruexe ep 'eyeuorsegord rrienlrs u1 soleluelezep

g eluod rep 'ec4ue1ne ellriuelur rS epriorue puudxe rS1 qeypyec qc erepercul

ep luueurques pzeeeJc eceJeoep 'e1eu.ro3ur eprieyer u1 eumicerelq ep rueueged

ru1ued Irq€IoJuoc else rueq8ezrerdnsolne IB ]nzpcs Ielru un 'oJepeJcuJeu pcsr

rS pcruoeyeurec gueosred ep ',,lrlrc ep ner3.. ep erserdrur gzeeen tueq8elerdnsolne

V leclplr Ielru un 'rueJlxe e-I '1e1ien11s epldepe rrnlor roun eerecnl

rS rirreglp eueoJ eunrfcerelur ep ueuepud eleemldepe elmued eceJeoep 'feluerre un

Irullsuoc eleod rueq8e,rerdnsolne IB tecrprJ lelru un 'eleuorsegord eprfeye: u1

'rerienlrs eleldepe eurs ep ur8eun enouord e ug riglpcgrp purdruglul rep 'y1iery1s

ellJeJlp uI Jololueruepoduroc e giuelsrsuoc eJeru re(u o ne rueq8e.terdnsolne

IB lnzpcs lelru un nc rrzrlrput 'Arlotu lsece ut(I 'lxeluoc op nes JolncolJelur

ep ericun; u1 epriceer ecgrporu rS-e ep esnpeJ rrnroJe ecEJ e ep rS eleer eleuorioure

oIIJI?J1 nc rS elelryeuosred ep Jol elrJn1psgJl nc piueprocuoc ul eyodruoc es e

ep Jolrzrlrpur eiurpuel uud plse;rueut es u.taqBarotdnsoryn p ruzp)s rulailN'prelncrged erienlrs o-Iur rolncolrelur mun e eJeproqe ep ll^Ir1od ppou rsg8

e u1 yS f1elec el Brrol?cgJerd elcelap e uI IIIqe 'elrugep eurq eleuoricerelur undocs

n1sa.tdru1 TnprauraSouotu $ oatn1ua:atdoruv 'I

roun ea:e8uqu a1

uI IIIq? eueoJ lle qleeJ eelglrlsu'yi1e1rec ta Uz.,eu.t

'1xeluoc sp alicu

ezeldepe IS-ES I'lc4suelcu-rec to1

glenlecoJ eliuepqunq o-4qud

'(ot-st 'dd't86I'al4rlE

pqer8ep rzur uod'1o3 ap nep

op 'g SP

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ul rFnlPsgI rrlir

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o 9lsJeprsuoJ pu

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eleuoriorue Jollr-tE

plueuregodrrroJ rgsrns eyedrcuud ru

rS eleuolioure apn

retu else (urecey u

ep srnlel ep enq:puru 3c ?tlugap

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InlBuu E'I 'otezrlrln e[]cr]c€l li d !ry rutuawDt.toduto) DMasqo o -'alDuDl

!)!t)Dl azazlltttl ?s d ad Dlnuilts rD nquad ,alsEar ?s p)rDa)ut L -

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:du8 ereceg ur elrrnloJ eynqrrlsrp luns ',

'(srecgr1duexg - Elezrlrlne6e1e4s) IEJou eJepel ep lcrmd urp pqecedurr uc lndecred eg gs

(c) i(ere,rouordolny - glezrltltt er8elu4s) lueledruoc purg ec lndecradeg ES (q) i(ereoluolupu1 araruetr tr - gwz!l\$ zr8sle4s) lncpld pceg

es gs (u) :eun e8ep eA luepqs eJeceg eJEc e4urp .rueuecs re4 plsrxlJ

'rerl algc ep Fndn:3 alljezlue?n lms rriuedrclpe4

'rerserdrur 1e lueure8eueur ep r8ep4s eleludrcuud

tS gleuosredrelur ea:uuorieyer u1 rerserdtur rnlnluetue8eueur

ep rS rupluezerdolne eyriglrrelncrged rS eiuegodurr elelnlrdecer luns -I

'(ereldruexe

pnop) rerserdtul IE UOJOIAIOUd ep rnplor e or?^resqo ep esrg

'rnlnrircrexe ezolurs elnuru 0I + (ere^Jesqo ep EIItc .g+1ceqpeeJ ,s+cof,0I) Ior ap mpcof erelruep ru1ued elnuru 1Z*t+ feprulsur elnuru 0[

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qI 'Jote^resqo - O IS pluri-eueosre4 - 1 .rolourord

- d :LmloJ ra4 plslxg're4 elgc ep edru3 u71ie4ue3rc 'ligclro

'(z-ro aaIS I-I0 44) nrlogogod ep eleserd - ercnleleolnu ep Inesg urp rS ere,tresqo

ep uSrg urp erelduexe rol erdnse ?elu JoA rS reruel e1e elolrdecqns

rerl eleurrrd ler8elur e3;ncred ro,r r{uepqs .rnlrueurrues eer4p8erd u1

'EpBIJl ep rop8eloc IE elec ed rS rerserdurr ye lueue8eueruep e11ig11gqe crtrrc polu uI ezenl?Ae ps rlqedec g rorr. rriuepnlg

'rerserduu 1e lueure8uueuep rr8elerls eqnlu reru n€s eun ezezrqrr ps rpqeduc g ro,,r, rriuepnlg

tetserdrur 1e lueure8eueul ep ropipllrqe eoJeUoAZeC

c

Z

:arurnSu;seq

:elBrJelEru

;S eruol[r;41

:PlBJn(I

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ep rEurnN

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ritpuof,

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eallrarqo

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Ior ap rol- Iolsardurr 1u ]ualua8BuBru op IISa]BrlS .t.I

'oJrnlP^ZepolnB

ep eJelrlurs rJnle^ru n4ued eiurreJe:d ne rrJoueu?d 'plernp ep ol€uosJedrelur

p1u uorsa;ord aJBJIunruoJ