Copyright -- CONTENTS -- LIST OF FIGURES AND TABLES -- AUTHORS -- FOREWORD -- ACKNOWLEDGEMENTS -- ABBREVIATIONS -- 1 THE IMPORTANCE OF PERSONAL SKILLS -- INTRODUCTION -- THE IMPORTANCE OF PEOPLE -- CATEGORISING PEOPLE -- THE SENSE OF THE INDIVIDUAL -- THE NATURE OF BUSINESS CHANGE WORK -- CATEGORIES OF SKILL -- THE HUMAN TOUCH -- CONCLUSION -- REFERENCES AND FURTHER READING -- 2 BUILDING RAPPORT AND SUSTAINING RELATIONSHIPS -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- THE NATURE OF RAPPORT -- WHY RAPPORT IS SO IMPORTANT IN WORKING RELATIONSHIPS -- THE BUSINESS CONTEXT FOR RAPPORT -- THE PSYCHOLOGY OF RAPPORT -- TECHNIQUES FOR CREATING AND SUSTAINING RAPPORT FACE TO FACE -- TECHNIQUES FOR CREATING AND SUSTAINING RAPPORT OVER THE PHONE -- TECHNIQUES FOR CREATING RAPPORT VIA EMAIL -- HOW TO DESTROY RAPPORT -- CONCLUSION -- REFERENCES AND FURTHER READING -- 3 TEAM WORKING -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- GROUPS AND TEAMS -- TEAM ROLES -- TEAM DEVELOPMENT -- MANAGEMENT AND TEAM BUILDING -- CONCLUSION -- CHAPTER REFERENCES -- 4 NEGOTIATION AND CONFLICT -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- TYPES OF NEGOTIATION SITUATIONS -- NEGOTIATION OUTCOMES -- THE 'GETTING TO YES' APPROACH -- PROCESS FOR SUCCESSFUL NEGOTIATION -- MANAGING CONFLICT SITUATIONS -- CONCLUSION -- REFERENCES AND FURTHER READING -- 5 LEADERSHIP -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- WHAT IS LEADERSHIP? -- HOW LEADERSHIP DIFFERS FROM MANAGEMENT -- THREE KEYS TO EFFECTIVE LEADERSHIP -- THEORIES OF LEADERSHIP -- LEADERSHIP STYLES -- THE MODELS -- LATERAL LEADERSHIP -- CONCLUSION -- REFERENCES AND FURTHER READING -- 6 INFLUENCING -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- INFLUENCE VERSUS POWER -- STARTING OUT: DEFINING OUR CIRCLE OF INFLUENCE -- INFLUENCING AND THE THREE UNIVERSAL HUMAN GOALS -- CIALDINI'S 'SIX PRINCIPLES OF INFLUENCE'.

THE OUTCOME FRAME -- QUESTIONS: THE GOLDEN KEY TO INFLUENCE -- INFLUENCING ACCORDING TO SOCIAL PREFERENCE -- THE INFLUENCING PROCESS -- CONCLUSION -- REFERENCES AND FURTHER READING -- 7 WRITTEN COMMUNICATION -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- THE PROS AND CONS OF WRITTEN COMMUNICATION -- THE COMMUNICATION PROCESS AND THE BARRIERS TO COMMUNICATION -- PLANNING THE WRITTEN COMMUNICATION -- TYPES OF WRITTEN COMMUNICATION -- A PROCESS FOR WRITTEN COMMUNICATION -- THE EMOTIONAL IMPACT OF WRITING -- WRITING STYLE -- ASSESSING READABILITY: THE 'FOG INDEX' -- EMAIL: PERILS AND PITFALLS -- WRITING FOR THE WEB -- CONCLUSION -- FURTHER READING -- 8 PRESENTATION SKILLS -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- PLANNING THE PRESENTATION -- DEVELOPING THE PRESENTATION -- SPEAKER'S NOTES -- PRESENTATION AIDS -- DELIVERING THE PRESENTATION -- THE TEAM PRESENTATION -- CONCLUSION -- FURTHER READING -- 9 COMMERCIAL AWARENESS -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- WHAT IS COMMERCIAL AWARENESS? -- MAKING SENSE OF THE ECONOMIC ENVIRONMENT AND THE MARKET -- MAKING SENSE OF THE ORGANISATION -- APPRECIATING CULTURE -- FINANCIAL LITERACY -- CONCLUSION -- REFERENCES AND FURTHER READING -- 10 COACHING -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- WHAT IS COACHING? -- DISTINGUISHING BETWEEN COACHING, MENTORING, COUNSELLING AND TRAINING -- THE BUSINESS CONTEXT FOR COACHING AND ITS BENEFITS -- THE KEY QUALITIES AND SKILLS OF A MANAGER-COACH -- A PROCESS FOR COACHING -- A SIMPLE STRUCTURE FOR AN INFORMAL COACHING SESSION -- FORMAL COACHING: THE STEER MODEL -- FORMAL COACHING: THE GROW MODEL -- USEFUL COACHING QUESTIONS -- COACHING PITFALLS -- REFERENCES AND FURTHER READING -- 11 MANAGING EXPECTATIONS -- INTRODUCTION -- FOCUS OF THIS CHAPTER -- CONTENTS OF THIS CHAPTER -- CATEGORIES OF EXPECTATION -- SOURCES OF EXPECTATIONS.

A PROCESS FOR MANAGING EXPECTATIONS -- MONITOR THE EXPECTATIONS -- POSITIVE USE OF EXPECTATIONS -- CONCLUSION -- FURTHER READING -- 12 FACILITATION -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- WHY FACILITATION IS IMPORTANT -- THE ESSENCE OF FACILITATION -- ROLES IN A FACILITATED EVENT -- STRUCTURE OF AN EVENT -- THE ELEMENTS FOR SUCCESSFUL FACILITATION -- PREPARATION AND PLANNING -- EFFECTIVE FACILITATION BEHAVIOURS -- WORKSHOP TECHNIQUES -- PARTICIPATION PREFERENCES -- THE BENEFITS OF EFFECTIVE FACILITATION -- CONCLUSION -- REFERENCES AND FURTHER READING -- 13 CREATIVE PROBLEM SOLVING -- INTRODUCTION -- CONTENTS OF THIS CHAPTER -- DEVELOPING CREATIVITY -- CREATIVE PROBLEM-SOLVING PROCESS -- IDEA GENERATION TECHNIQUES -- DE BONO'S SIX HATS -- CONCLUSION -- REFERENCES AND FURTHER READING -- INDEX -- Back Cover.