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Training in Interpersonal Skills : Tips for Managing People at Work

ISBN: 9780131481510 | 0131481517
Edition: 5th
Format: Paperback
Publisher: Prentice Hall
Pub. Date: 1/1/2009

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SummaryTable of Contents
For use as a supplement in courses in management and management skills, organizational behavior and development, interpersonal relations, human resource management, human relations, supervision, and group dynamics. This highly-regarded supplemental text is designed to provide vital training in interpersonal skills that complement the conceptual and research material found in most textbooks. This completely self-contained program provides an action-oriented approach in which students actually practice skills behavior.
Prefacexxiii
PART I: SELF-AWARENESS
1(50)
Skills: An Introduction
1(10)
... MOREInterpersonal Skills and Effective Management Behavior
1(2)
Behaviors
1(1)
Motivation
2(1)
Skills
2(1)
The Need for Skills Training
3(1)
Defining the Key Interpersonal Skills
3(1)
Learning the Skills
4(4)
Can Interpersonal Skills Be Taught?
4(1)
The Importance of Teaching Skills
5(1)
How Do You Teach Skills?
5(2)
Guidelines for Participating in Chapter Exercises
7(1)
Summary and Coming Attractions
8(3)
Self-Awareness: A Point of Departure
11(28)
Self-Assessment Exercise: Assessing Your Self-Awareness
11(1)
Scoring and Interpretation
12(1)
Skill Concepts
12(3)
Why Increase Your Self-Awareness?
12(1)
How to Increase Your Self-Awareness
13(2)
Self-Awareness Questionnaires (SAQ)
15(18)
SAQ 1: Emotional Intelligence
16(2)
SAQ 2: Interpersonal Needs Questionnaire (FIRO-B)
18(4)
SAQ 3: Assertiveness Questionnaire
22(1)
SAQ 4: The Big Five Locator Questionnaire
23(5)
SAQ 5: Cognitive Style
28(5)
Summarizing Your Self-Awareness Profile
33(1)
Concept Quiz
34(1)
Behavioral Checklist
35(1)
Group Exercises
35(2)
Exercise 1: Checking Self-Assessments with Feedback from Others
35(1)
Exercise 2: Developing a Team Resume
36(1)
Summary Checklist
37(2)
Application Questions
36(1)
Reinforcement Exercises
37(1)
Action Plan
37(2)
Self-Management: Clarifying Values, Setting Goals, and Planning
39(12)
Self-Assessment Exercise: How Well Do I Plan and Set Goals?
39(1)
Scoring and Interpretation
40(1)
Skill Concepts
40(3)
What Are Your Values?
41(1)
Personal Goal Setting
41(1)
Personal Mission Statements
41(1)
Strategies for Effective Goal Setting
42(1)
Planning
43(1)
Concept Quiz
43(1)
Behavioral Checklist
44(1)
Modeling Exercise
44(2)
The Alligator River
44(2)
Group Exercises
46(2)
Group Exercise 1: What Are Your Values?
46(1)
Group Exercise 2: Write Your Eulogy
46(1)
Group Exercise 3: Determine Your Personal Mission Statement
47(1)
Summary Checklist
48(3)
Application Questions
48(1)
Reinforcement Exercises
48(1)
Action Plan
49(2)
PART II: COMMUNICATING
51(50)
Sending Interpersonal Messages
51(16)
Self-Assessment Exercise: What Are My Message-Sending Habits?
51(1)
Scoring and Interpretation
51(1)
Skill Concepts
52(5)
How Do People Communicate?
52(1)
What Skills Are Required to Send Messages Effectively?
53(4)
Concept Quiz
57(1)
Behavioral Checklist
58(1)
Modeling Exercise
58(2)
Sending Messages with and Without Feedback
58(2)
Group Exercises
60(2)
Group Exercise 1: ``A Difference of Opinion''
60(2)
Observer's Rating Sheet
62(2)
Group Exercise 2: Communicating Feelings
63(1)
Group Exercise 3: Your Message-Sending Behavior
63(1)
Summary Checklist
64(3)
Application Questions
64(1)
Reinforcement Exercises
65(1)
Action Plan
65(2)
Listening and Reading Non-Verbal Messages
67(19)
Self-Assessment Exercise: My Listening Habits
67(1)
Scoring and Interpretation
67(1)
Skill Concepts
68(1)
Active versus Passive Listening
68(1)
What We Know About Effective Listening
69(2)
Reading Nonverbal Messages
71(3)
Concept Quiz
74(1)
Behavioral Checklist
75(1)
Modeling Exercise
75(3)
Job Interview Role-Play
76(2)
Observer's Rating Sheet
78(1)
Group Exercises
79(3)
Group Exercise 1: Promotion Decision
79(1)
Group Exercise 2: A Debate
79(1)
Group Exercise 3: Computer Breakdown Emergency
80(1)
Group Exercise 4: Interpreting Body Language
80(2)
Observer's Rating Sheet
82(1)
Summary Checklist
83(3)
Application Questions
83(1)
Reinforcement Exercises
83(1)
Action Plan
84(2)
Providing Feedback
86(15)
Self-Assessment Exercise: My Feedback Style
86(1)
Scoring and Interpretation
86(1)
Skill Concepts
86(3)
The Value of Feedback
87(1)
Positive versus Negative Feedback
87(1)
What We Know About Providing Feedback
88(1)
Concept Quiz
89(1)
Behavioral Checklist
90(1)
Modeling Exercise
91(1)
How Is Your Instructor Doing?
91(1)
Observer's Rating Sheet
92(1)
Group Exercises
93(4)
Group Exercise 1: Reviewing the Resident Manager
93(1)
Group Exercise 2: McDonald's on Probation
94(1)
Group Exercise 3: Reining in Barry
95(2)
Observer's Rating Sheet
97(1)
Summary Checklist
98(3)
Application Questions
98(1)
Reinforcement Exercises
98(1)
Action Plan
99(2)
PART III: MOTIVATING
101(50)
Goal Setting
101(17)
Self-Assessment Exercise: Setting Goals for Subordinates
101(1)
Scoring and Interpretation
101(1)
Skill Concepts
102(4)
The Basics of Effective Goals
102(1)
How to Set Goals
103(1)
Obtaining Goal Commitment
104(2)
Concept Quiz
106(1)
Behavioral Checklist
106(1)
Modeling Exercise
107(2)
Setting Goals at State Bank of Vermont
107(2)
Observer's Rating Sheet
109(1)
Group Exercises
110(4)
Group Exercise 1: Goals for Probation
110(1)
Group Exercise 2: New Faculty Goals
111(1)
Group Exercise 3: Coaching Goals
112(2)
Observer's Rating Sheet
114(1)
Summary Checklist
115(3)
Application Questions
115(1)
Reinforcement Exercises
115(1)
Action Plan
116(2)
Coaching, Counseling, and Mentoring
118(17)
Self-Assessment Exercise: Developing People
118(1)
Scoring and Interpretation
118(1)
Skill Concepts
119(1)
Helping Others
119(2)
Determine the Source of the Problem
120(1)
Demonstrate Positive Regard
120(1)
Provide Meaningful Feedback for Learning
120(1)
Coaching to Improve Performance
121(1)
Counseling to Resolve Personal Problems
122(1)
Facilitate Problem Recognition and Solutions
123(1)
Maintain Confidentiality
123(1)
Clarify Feelings and Thoughts
123(1)
Be Supportive and Provide Reassurance
123(1)
Mentor for Long-Term Development
123(1)
Concept Quiz
124(1)
Behavioral Checklist
124(1)
Modeling Exercise
125(2)
Building Problems in Napa Valley
125(2)
Observer's Rating Sheet
127(1)
Group Exercises
128(2)
Group Exercise 1: Confessions of a Sales Manager
128(1)
Group Exercise 2: Helping with a Peer Problem
129(1)
Observer's Rating Sheet
130(2)
Group Exercise 3: Why Is the Camera Out of Focus?
131(1)
Summary Checklist
132(3)
Application Questions
132(1)
Reinforcement Exercises
133(1)
Action Plan
133(2)
Empowering People Through Delegation
135(16)
Self-Assessment Exercise: How Do I Delegate to Others?
135(1)
Scoring and Interpretation
135(1)
Skill Concepts
136(4)
What Is Delegation?
136(1)
Delegation Is Not Abdication
136(1)
Why Delegate?
137(1)
Determinants of Delegation
138(1)
Delegation Skills
138(2)
Concept Quiz
140(1)
Behavioral Checklist
141(1)
Modeling Exercise
141(2)
The Annual Budget
141(2)
Observer's Rating Sheet
143(1)
Group Exercises
144(3)
Group Exercise 1: Park City Toyota
144(1)
Group Exercise 2: The Meeting Substitute
145(1)
Group Exercise 3: The Deadline Has Come and Gone
145(2)
Observer's Rating Sheet
147(1)
Summary Checklist
148(3)
Application Questions
148(1)
Reinforcement Exercises
148(1)
Action Plan
149(2)
PART IV: LEADING
151(78)
Politicking
151(24)
Self-Assessment Exercise: My Attitude Towards Politicking
151(1)
Scoring and Interpretation
151(1)
Skill Concepts
152(7)
What Is Politicking?
152(1)
Why Is There Politics in Organizations?
152(1)
Political Diagnostic Analysis
153(3)
General Guidelines for Political Action
156(2)
Specific Political Strategies
158(1)
Considering the Cost-Benefit Equation
159(1)
Concept Quiz
159(1)
Behavioral Checklist
160(1)
Modeling Exercise
160(3)
The Truck-Trading Problem
160(3)
Observer's Rating Sheet
163(1)
Group Exercises
164(2)
Group Exercise 1: The Bill and Mary Show: Bendix to Morrison Knudsen
164(2)
Reader's Rating Sheet
166(9)
Group Exercise 2: The Savemore Corporation
167(3)
Group Exercise 3: The New Superintendent
170(2)
Application Questions
172(1)
Reinforcement Exercises
172(1)
Action Plan
172(3)
Persuading
175(16)
Self-Assessment Exercise: How I Persuade
175(1)
Scoring and Interpretation
175(1)
Skill Concepts
176(7)
What Is Persuasion?
176(1)
Persuasion Strategies
177(1)
Persuasion Tactics
178(1)
Improving Your Persuasive Skills
179(2)
Applying Persuasive Skills in Formal Presentations
181(2)
Concept Quiz
183(1)
Behavioral Checklist
183(1)
Modeling Exercise
184(1)
The Grade Change
184(1)
Observer's Rating Sheet
185(1)
Group Exercises
186(1)
Group Exercise 1: Personal Persuasion
186(1)
Group Exercise 2: Making Formal Persuasive Presentations
186(1)
Observer's Rating Sheet
187(1)
Group Exercise 3: Trust Walk
188(1)
Summary Checklist
188(3)
Application Questions
188(1)
Reinforcement Exercises
189(1)
Action Plan
189(2)
Applying Leadership Style
191(17)
Self-Assessment Exercise: What Kind of Leader Am I?
191(1)
Scoring and Interpretation
191(1)
Skill Concepts
192(4)
Leader Behaviors and Styles
192(1)
Followers
193(2)
Situational Variables
195(1)
Concept Quiz
196(1)
Behavioral Checklist
197(1)
Modeling Exercise
197(3)
Leading the Cobra Development Team
197(3)
Observer's Rating Sheet
200(1)
Group Exercises
201(4)
Group Exercise 1: Choosing an Appropriate Leadership Style
201(2)
Group Exercise 2: Leader Adaptability Exercise
203(1)
Group Exercise 3: Case of the Tough Assignment
204(1)
Summary Checklist
205(3)
Application Questions
205(1)
Reinforcement Exercises
206(1)
Action Plan
206(2)
Managing Change
208(21)
Self-Assessment Exercise: Are You a Change Leader?
208(1)
Scoring and Interpretation
208(1)
Skill Concepts
209(1)
The Phases of Planned Change
209(1)
Skills for Promoting Change
210(2)
Skills for Overcoming Resistance to Change
212(1)
Sources of Resistance to Change
212(1)
Strategies to Overcome the Resistance to Change
213(1)
Concept Quiz
213(1)
Behavioral Checklist
214(1)
Modeling Exercise
214(5)
Multi-Phase Products Company
214(5)
Observer's Rating Sheet
219(1)
Group Exercises
220(3)
Group Exercise 1: ``Reshaping Unacceptable Behaviors''
220(3)
Observer's Rating Sheet
223(3)
Group Exercise 2: Improving Performance
224(1)
Group Exercise 3: MediScribe Corporation
225(1)
Summary Checklist
226(3)
Application Questions
226(1)
Reinforcement Exercises
226(1)
Action Plan
227(2)
PART V: TEAMING
229(55)
Working with Teams
229(17)
Self-Assessment Exercise: What Is My Teamwork Style?
229(1)
Scoring and Interpretation
229(1)
Skill Concepts
229(1)
Characteristics of High-Performing Teams
230(2)
Small Size
230(1)
Complementary Skills
230(1)
Common Purpose
231(1)
Specific Goals
231(1)
Common Approach
231(1)
Mutual Accountability
231(1)
Obstacles to Effective Teamwork
232(1)
A Weak Sense of Direction
232(1)
Infighting
232(1)
Shirking of Responsibilities
232(1)
Lack of Trust
232(1)
Critical Skills Gaps
232(1)
Lack of External Support
232(1)
Overcoming Obstacles to Effective Teamwork
233(1)
Create Clear Goals
233(1)
Encourage Teams to Go for Small Wins
233(1)
Build Mutual Trust
233(1)
Appraise Group and Individual Performances
233(1)
Provide the Necessary External Support
234(1)
Offer Team-Building Training
234(1)
Change the Team's Membership
234(1)
Team Process Facilitation
234(2)
Role Behaviors
234(1)
Communication Patterns
235(1)
Decision-Making Procedures
235(1)
Process Interventions
235(1)
Concept Quiz
236(1)
Behavioral Checklist
237(1)
Modeling Exercise
237(2)
Assessing Team Process in a Fishbowl
237(2)
Observer's Rating Sheet: Team Process
239(1)
Group Exercises
240(1)
Group Exercise 1: Naming A to Z Products
240(1)
Observer's Rating Sheet
241(2)
Group Exercise 2: The Paper Tower Exercise
242(1)
Group Exercise 3: My Asset Base
242(1)
Summary Checklist
243(3)
Application Questions
244(1)
Reinforcement Exercises
244(1)
Action Plan
244(2)
Running Meetings
246(24)
Self-Assessment Exercise: My Meeting Behaviors
246(1)
Scoring and Interpretation
246(1)
Skill Concepts
246(9)
The Importance of Meetings
247(1)
Preparing for the Meeting
247(3)
Conducting the Meeting
250(3)
Summary of Crucial Meeting Skills
253(2)
Concept Quiz
255(1)
Behavioral Checklist
255(1)
Modeling Exercise
256(2)
Chairing the Modernization Meeting
256(2)
Observer's Rating Sheet
258(1)
Group Exercises
259(3)
Group Exercise 1: Changes in Company Travel Policy
259(3)
Observer's Rating Sheet
262(3)
Group Exercise 2: The Jimmy Lincoln Case
263(2)
Observer's Rating Sheet
265(1)
Worksheet: Jimmy Lincoln Decision
265(1)
Group Exercise 3: Meeting Blockers
265(1)
Summary Checklist
266(2)
Application Questions
266(1)
Reinforcement Exercises
266(1)
Action Plan
267(1)
Observer's Rating Sheet
268(2)
Valuing Diversity
270(14)
Self-Assessment Exercise: What Are My Attitudes Toward Workplace Diversity?
270(1)
Scoring and Interpretation
270(1)
Skill Concepts
271(3)
What Is Diversity?
271(1)
How Can Diversity Be Promoted in Organizations?
272(1)
What Can Be Done to Facilitate Working with Diverse Others?
273(1)
Concept Quiz
274(1)
Behavioral Checklist
275(1)
Modeling Exercise
275(3)
A Problematic Promotion
275(3)
Observer's Rating Sheet
278(1)
Group Exercises
279(2)
Group Exercise 1: Choosing Music
279(1)
Group Exercise 2: Diversity in Action
280(1)
Group Exercise 3: Diversity Squares
280(1)
Summary Checklist
281(3)
Application Questions
282(1)
Reinforcement Exercises
282(1)
Action Plan
282(2)
PART VI: PROBLEM SOLVING
284(69)
Ethical Decision Making
284(17)
Self-Assessment Exercise: How Do My Ethics Rate?
284(1)
Scoring and Interpretation
284(1)
Skill Concepts
285(3)
Why Are Ethics Important?
285(1)
Guidelines for Applying Ethical Guideposts to Decisions
286(1)
Ethical Screening
287(1)
Concept Quiz
288(1)
Behavioral Checklist
289(1)
Modeling Exercise
289(2)
Competing Ethical Criteria
289(2)
Observer's Rating Sheet
291(1)
Group Exercises
292(2)
Group Exercise 1: West Oceans Bank
292(2)
Observer's Rating Sheet
294(3)
Group Exercise 2: Mini-Cases
295(1)
Group Exercise 3: Anticipating Ethical Conflict
296(1)
Summary Checklist
297(4)
Application Questions
298(1)
Reinforcement Exercises
298(1)
Action Plan
298(3)
Creative Problem Solving
301(15)
Self-Assessment Exercise: How Creative Are You?
301(1)
Scoring and Interpretation
301(1)
Skill Concepts
302(4)
What Are the Steps for Interpersonal Problem Solving?
302(1)
Problem Awareness
302(1)
Problem Definition
303(1)
Decision Making
304(1)
Action Plan Implementation
305(1)
Follow-Through
306(1)
How Can Creativity Be Encouraged?
306(1)
Concept Quiz
307(1)
Behavioral Checklist
308(1)
Modeling Exercise
308(2)
Problems Everywhere
308(2)
Observer's Rating Sheet
310(1)
Group Exercises
311(2)
Group Exercise 1: Dealing with Academic Dishonesty
311(1)
Group Exercise 2: The Copying Machine
312(1)
Group Exercise 3: How to Get a Date
313(1)
Summary Checklist
313(3)
Application Questions
314(1)
Reinforcement Exercises
314(1)
Action Plan
314(2)
Resolving Conflicts
316(19)
Self-Assessment Exercise: What Is My Conflict-Management Style?
316(2)
Scoring and Interpretation
317(1)
Skill Concepts
318(3)
Resolving Conflicts Relies on Other Interpersonal Skills
318(1)
Key Conflict Management Skills
318(3)
Concept Quiz
321(1)
Behavioral Checklist
322(1)
Modeling Exercise
322(3)
New Hire in an Old Culture
322(3)
Observer's Rating Sheet
325(1)
Group Exercises
326(2)
Group Exercise 1: Crisis at Beacon Lights
326(2)
Observer's Rating Sheet
328(2)
Group Exercise 2: MIS Mumbo Jumbo
329(1)
Observer's Rating Sheet
330(2)
Group Exercise 3: What's the Right Conflict Management Style?
331(1)
Summary Checklist
332(3)
Application Questions
333(1)
Reinforcement Exercises
333(1)
Action Plan
333(2)
Negotiation
335(18)
Self-Assessment Exercise: How Do I Negotiate?
335(1)
Scoring and Interpretation
335(1)
Skill Concepts
335(3)
Bargaining Strategies
336(1)
Guidelines for Effective Negotiating
337(1)
Concept Quiz
338(1)
Behavioral Checklist
339(1)
Modeling Exercise
339(2)
What's a Fair Pay Increase for Lisa?
339(2)
Observer's Rating Sheet
341(1)
Group Exercises
342(2)
Group Exercise 1: Who Gets the Overtime?
342(2)
Observer's Rating Sheet
344(3)
Group Exercise 2: The Used Car Negotiation
345(2)
Observer's Rating Sheet
347(3)
Group Exercise 3: Neighbors
348(2)
Observer's Rating Sheet
350(1)
Summary Checklist
351(2)
Application Questions
351(1)
Reinforcement Exercises
351(1)
Action Plan
352(1)
PART VII: INTEGRATING EXERCISES
353(16)
Skill Assessment Review
353(1)
Integrative Exercises
353(7)
Integrating Exercise 1: Chris Amon and Lee Petty
354(6)
Evaluation Sheet for Chris Amon
360(2)
Evaluation Sheet for Lee Petty
362(3)
Integrating Exercise 2: Team Meeting Demonstration
364(1)
Evaluation Sheet for Team Meeting Demonstration
365(3)
Future Action Plans
368(1)
Appendix A A Guide to Keeping Journals369(3)
Appendix B Email Etiquette372(6)
Appendix C Exercise Guidelines and Materials378(5)
Index383

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