Interpersonal Skills at Work

✍ Scribed by John Hayes

• Publisher: Routledge
• Year: 2002
• Tongue: English
• Leaves: 321
• Edition: 2nd ed
• Category: Library

✦ Synopsis

In this age of e-business, there is an increasing over-reliance on electronic communication and insufficient attention paid to the management of face-to-face relationships. In this fascinating text, John Hayes addresses this significant workplace issue by examining the nature of interpersonal skill: the goal-directed behaviours used in face-to-face interactions in order to achieve desired outcomes. He argues that interpersonal competence is a key managerial skill which can distinguish the successful from the unsuccessful.

Providing a clearly structured and comprehensive overview of the interpersonal skills essential for effective functioning at work, this book presents a micro-skills approach to development that can be used to improve interpersonal competence, as well as explaining, through the use of illustrations and practical examples, how to read the actual or potential behaviour of those around us. This knowledge can then be used to guide the way in which we relate to others as we learn to manage our relationships more effectively.

This book will be ideal for practising managers and students of business and management studies and psychology. The skills it promotes make it of great value for those in a wide range of professions (including teachers, doctors, nurses, social workers and police officers) in their everyday working environment.

✦ Table of Contents

BOOK COVER......Page 1
TITLE......Page 4
COPYRIGHT......Page 5
CONTENTS......Page 8
ILLUSTRATIONS......Page 10
PREFACE......Page 14
1 THE NATURE OF INTERPERSONAL SKILLS A historical perspective......Page 16
2 DEVELOPING INTERPERSONAL SKILLS A micro-skills approach......Page 34
3 AWARENESS OF SELF AND OTHERS AND THE DEVELOPMENT OF INTERPERSONAL COMPETENCE......Page 47
4 LISTENING......Page 63
5 LISTENING TO NON-VERBAL MESSAGES......Page 86
6 QUESTIONING AND THE INFORMATION-GETTING INTERVIEW......Page 113
7 PRESENTING INFORMATION TO OTHERS......Page 145
8 HELPING AND FACILITATING......Page 172
9 ASSERTING AND INFLUENCING......Page 215
10 NEGOTIATING......Page 239
11 WORKING WITH GROUPS......Page 274
12 MANAGING RELATIONSHIPS MORE EFFECTIVELY......Page 306
AUTHOR INDEX......Page 316
SUBJECT INDEX......Page 319