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In today’s world, technical excellence is no longer enough to succeed. Whether you work in IT or any other part of your organisation, knowing what makes people tick is essential.
Find out how people work together and what motivates them - this excellent book provides practical tools that can be put to work immediately.
– Donald H Taylor, Chairman, Learning and Performance Institute
It is a useful guide for managers and employers alike because without the ‘human touch’ nothing is possible in the world of work.
– Ann Brown, Senior Vice President HR, Capgemini
Description: All professionals need strong interpersonal skills as they are a fundamental requirement in any business environment. This book provides guidance on all of the key skills and forms a comprehensive reference manual that will be invaluable in a huge variety of situations.
The ‘human touch’ means having the humility to accept that your own behaviour has a part to play in many of the people issues you encounter; then having the courage to do something about it.
Topics include: building rapport; team working; leadership; negotiation; written communication; managing conflict; presentation skills; coaching and mentoring; problem solving.
The only book on interpersonal skills specifically for professional and IT audiences
A holistic view of personal skills
Invaluable at all career stages from student to CEO
Authors from the teams behind the bestselling books Business Analysis and Business Analysis Techniques
Contents: 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
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
TEAM WORKING
Introduction • Contents of this chapter • Groups and teams • Team roles • Team development • Management and team building • Conclusion • Chapter references
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
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
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
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
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
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
COACHING
Introduction • Contents of this chapter • What is coaching? • Distinguishing between coaching, mentoring, counseling 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
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
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
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 ISBN - 9781906124915
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Pages : 254
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