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Training in Interpersonal Skills: TIPS for Managing People at Work 6th edition [Pehme köide]

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  • Formaat: Paperback / softback, 416 pages, kõrgus x laius x paksus: 10x10x10 mm, kaal: 630 g
  • Ilmumisaeg: 09-Jun-2011
  • Kirjastus: Pearson
  • ISBN-10: 0132551748
  • ISBN-13: 9780132551748
Teised raamatud teemal:
Training in Interpersonal Skills: TIPS for Managing People at Work 6th editionSuurem pilt
  • Formaat: Paperback / softback, 416 pages, kõrgus x laius x paksus: 10x10x10 mm, kaal: 630 g
  • Ilmumisaeg: 09-Jun-2011
  • Kirjastus: Pearson
  • ISBN-10: 0132551748
  • ISBN-13: 9780132551748
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9780132551748.html
Märksõnad:
An applied approach to developing and practicing interpersonal skills.

By developing and practicing the material in Training in Interpersonal Skills, readers can learn how to build productive relationships for any situation. This text also helps readers master the skills necessary for personal and organizational effectiveness such as self-management, communication, teaming, and problem solving.

The sixth edition includes several new pedagogical tools–such as self-assessment quizzes, exercises, cases, etc.–and information on the importance and usage of social networking.

Preface xxi
Part 1 Self-Awareness
1(74)
Chapter 1 Skills: An Introduction
1(10)
Interpersonal Skills and Effective Management Behavior
2(2)
Behaviors
2(1)
Motivation
2(1)
Skills
3(1)
The Need for Skills Training
3(1)
Defining the Key Interpersonal Skills
4(1)
Learning the Skills
5(6)
Can Interpersonal Skills Be Taught?
5(1)
The Importance of Teaching Skills
5(1)
How Do You Teach Skills?
6(2)
Guidelines for Participating in
Chapter Exercises
8(1)
Summary and Coming Attractions
9(2)
Chapter 2 Self-Awareness: A Point of Departure
11(35)
Self-Assessment Exercise: Assessing Your Self-Awareness
11(1)
Scoring and Interpretation
12(1)
Skill Concepts
12(5)
Why Increase Your Self-Awareness?
12(1)
How to Increase Your Self-Awareness
13(4)
Self-Awareness Questionnaires (SAQ)
17(21)
SAQ 1 Learning Style
17(4)
SAQ 2 Interpersonal Needs Questionnaire (FIRO-B)
21(4)
SAQ 3 Assertiveness Questionnaire
25(2)
SAQ 4 The Big Five Personality Questionnaire
27(2)
SAQ 5 Cognitive Style
29(6)
SAQ 6 Locus of Control
35(1)
SAQ 7 Type "A" Personality
36(2)
Summarizing Your Self-Awareness Profile
38(8)
Concept Quiz
39(1)
Behavioral Checklist
40(1)
Group Exercises
40(1)
Exercise 1 Checking Self-Assessments with Feedback from Others
40(1)
Exercise 2 Developing a Team Resume
41(1)
Summary Checklist
41(1)
Application Questions
41(1)
Reinforcement Exercises
42(1)
Action Plan
42(4)
Chapter 3 Self-Management: Clarifying Values, Setting Goals, and Planning
46(12)
Self-Assessment Exercise: How Well Do I Plan And Set Goals?
46(1)
Scoring and Interpretation
47(1)
Skill Concepts
47(11)
What Is Self-Management?
48(1)
What Are Your Values?
48(1)
Personal Mission Statements
49(1)
Personal Goal Setting
49(1)
Strategies for Effective Goal Setting
49(1)
Planning for Implementation
50(1)
Concept Quiz
51(1)
Behavioral Checklist
51(1)
Modeling Exercise
52(1)
The Alligator River Story
52(1)
Group Exercises
53(1)
Group Exercise 1 What Are Your Values?
53(1)
Group Exercise 2 Write Your Eulogy
54(1)
Group Exercise 3 Determine Your Personal Mission Statement
54(1)
Summary Checklist
55(1)
Application Questions
55(1)
Reinforcement Exercises
56(1)
Action Plan
56(2)
Chapter 4 Applying Emotional Intelligence
58(17)
Self-Assessment Exercise: What's Your Emotional Intelligence?
58(1)
Scoring
59(1)
Interpretation
59(1)
Skill Concepts
59(3)
What Is Emotional Intelligence?
59(1)
Emotional Competence
60(1)
Self and Other Dimensions of El
60(1)
What Research Tells Us about El
61(1)
What Can You Do To Apply El?
62(13)
Concept Quiz
64(1)
Behavioral Checklist
64(1)
Modeling Exercise
65(1)
Changes in Company Travel Policy
65(2)
Observer's Rating Sheet
67(1)
Group Exercises
68(1)
Group Exercise 1 Action/Reaction
68(1)
Group Exercise 2 Thinking It Through and Talking It Over
69(1)
Group Exercise 3 Head versus Heart
70(1)
Questions for Group Discussion
70(1)
Summary Checklist
70(1)
Application Questions
71(1)
Reinforcement Exercises
71(1)
Action Plan
71(4)
Part 2 Communicating
75(62)
Chapter 5 Sending Interpersonal Messages
75(14)
Self-Assessment Exercise: What Are My Message-Sending Habits?
75(1)
Scoring and Interpretation
76(1)
Skill Concepts
76(1)
How Do People Communicate?
76(1)
What Skills Are Required to Send Messages Effectively?
77(12)
Concept Quiz
80(1)
Behavioral Checklist
80(1)
Modeling Exercise
81(1)
Sending Messages With and Without Feedback
81(1)
Discussion Questions
82(1)
Group Exercises
82(1)
Group Exercise 1 "A Difference of Opinion"
83(1)
Observer's Rating Sheet
84(1)
Group Exercise 2 Communicating Feelings
85(1)
Instructions
85(1)
Feeling Statements in Interpersonal Situations
85(1)
Group Exercise 3 Your Message-Sending Behavior
85(1)
Summary Checklist
86(1)
Application Questions
86(1)
Reinforcement Exercises
87(1)
Action Plan
87(2)
Chapter 6 Listening and Reading Nonverbal Messages
89(17)
Self-Assessment Exercise: My Listening Habits
89(1)
Scoring and Interpretation
89(1)
Skill Concepts
90(1)
Active versus Passive Listening
90(1)
What We Know About Effective Listening
91(2)
Reading Nonverbal Messages
93(13)
Visual Communication
93(1)
Tactile Communication
94(1)
Vocal Communication
94(1)
Communicating through Time
95(1)
Proxemics
95(1)
Image Communication
96(1)
Concept Quiz
96(1)
Behavioral Checklist
97(1)
Modeling Exercise
97(1)
Job Interview Role-Play
97(2)
Observer's Rating Sheet
99(1)
Group Exercises
100(1)
Group Exercise 1 Promotion Decision
100(1)
Group Exercise 2 A Debate
100(1)
Group Exercise 3 Computer Breakdown Emergency
101(1)
Group Exercise 4 Interpreting Body Language
101(1)
Observer's Rating Sheet
102(1)
Summary Checklist
103(1)
Application Questions
103(1)
Reinforcement Exercises
103(1)
Action Plan
104(2)
Chapter 7 Providing Feedback
106(14)
Self-Assessment Exercise: My Feedback Style
106(1)
Scoring and Interpretation
106(1)
Skill Concepts
106(14)
The Value of Feedback
107(1)
Positive versus Negative Feedback
107(1)
What We Know about Providing Feedback
108(1)
Concept Quiz
109(1)
Behavioral Checklist
110(1)
Modeling Exercise
110(1)
How Is Your Instructor Doing?
110(1)
Instructions
110(1)
Debriefing
111(1)
Observer's Rating Sheet
112(1)
Group Exercises
113(1)
Group Exercise 1 Reviewing the Resident Manager
113(1)
Group Exercise 2 McDonald's on Probation
114(1)
Group Exercise 3 Reining in Barry
115(1)
Observer's Rating Sheet
116(1)
Summary Checklist
117(1)
Application Questions
117(1)
Reinforcement Exercises
117(1)
Action Plan
118(2)
Chapter 8 Communicating Across Cultures
120(17)
Self-Assessment Exercise: How Well Do I Communicate with People from Different Cultures?
120(1)
Scoring and Interpretation
121(1)
Skill Concepts
121(1)
Global Cultural Differences
121(1)
Different Cultures Interpret, Behave, and Interact Differently
121(1)
The Same Words Mean Different Things to People from Different Cultures
121(1)
The Same Nonverbal Behavior Means Different Things to People from Different Cultures
122(1)
Stereotypes Can Cause Misunderstanding
122(1)
Gender Differences
122(1)
Guidelines for Improving Cross-Cultural Communication
123(14)
Assume Differences until Similarity Is Proven
123(1)
Emphasize Description Rather Than Interpretation or Evaluation
123(1)
Empathize with the Person from Another Culture
124(1)
Treat Your Interpretations as Guesses until You Can Confirm Them
124(1)
Concept Quiz
124(1)
Behavioral Checklist
124(1)
Modeling Exercise
125(1)
The Jimmy Lincoln Case
125(1)
Roles
126(1)
Worksheet: Jimmy Lincoln Decision
127(1)
Observer's Rating Sheet
128(1)
Group Exercises
129(1)
Group Exercise 1 What Just Happened?
129(2)
Observer's Rating Sheet
131(1)
Group Exercise 2 Being Less Direct
132(1)
Group Exercise 3 The Good Worker
132(1)
Summary Checklist
133(1)
Application Questions
134(1)
Reinforcement Exercises
134(1)
Action Plan
134(3)
Part 3 Motivating
137(44)
Chapter 9 Setting Goals for Others
137(14)
Self-Assessment Exercise: Setting Goals for Others
137(1)
Scoring and Interpretation
137(1)
Skill Concepts
138(13)
The Basics of Effective Goals
138(1)
How to Set Goals
139(1)
Obtaining Goal Commitment
140(2)
Concept Quiz
142(1)
Behavioral Checklist
142(1)
Modeling Exercise
143(1)
Setting Goals at State Bank of Vermont
143(1)
Observer's Rating Sheet
144(1)
Group Exercises
145(1)
Group Exercise 1 Goals for Probation
145(1)
Group Exercise 2 New Faculty Goals
146(1)
Group Exercise 3 Coaching Goals
147(1)
Observer's Rating Sheet
148(1)
Summary Checklist
149(1)
Application Questions
149(1)
Reinforcement Exercises
149(1)
Action Plan
149(2)
Chapter 10 Coaching, Counseling, and Mentoring
151(16)
Self-Assessment Exercise: Developing People
151(1)
Scoring and Interpretation
151(1)
Skill Concepts
152(15)
Helping Others
152(1)
Determine the Source of the Problem
152(1)
Demonstrate Positive Regard
153(1)
Provide Meaningful Feedback for Learning
153(1)
Coaching to Improve Performance
154(1)
Counseling to Resolve Personal Problems
155(1)
Facilitate Problem Recognition and Solutions
155(1)
Maintain Confidentiality
155(1)
Clarify Feelings and Thoughts
155(1)
Be Supportive and Provide Reassurance
156(1)
Mentor for Long-Term Development
156(1)
Concept Quiz
156(1)
Behavioral Checklist
157(1)
Modeling Exercise
157(1)
Building Problems in Napa Valley
157(2)
Observer's Rating Sheet
159(1)
Group Exercises
160(1)
Group Exercise 1 Confessions of a Sales Manager
160(1)
Group Exercise 2 Helping with a Peer Problem
161(1)
Observer's Rating Sheet
162(1)
Group Exercise 3 Why Is the Camera Out of focus?
163(1)
Summary Checklist
164(1)
Application Questions
164(1)
Reinforcement Exercises
164(1)
Action Plan
165(2)
Chapter 11 Empowering People Through Delegation
167(14)
Self-Assessment Exercise: How Do I Delegate to Others?
167(1)
Scoring and Interpretation
167(1)
Skill Concepts
168(13)
What Is Delegation?
168(1)
Delegation Is Not Abdication
168(1)
Why Delegate?
169(1)
Determinants of Delegation
169(1)
Delegation Skills
170(2)
Concept Quiz
172(1)
Behavioral Checklist
172(1)
Modeling Exercise
173(1)
The Annual Budget
173(1)
Observer's Rating Sheet
174(1)
Group Exercises
175(1)
Group Exercise 1 Park City Toyota
175(1)
Group Exercise 2 The Meeting Substitute
175(1)
Group Exercise 3 The Deadline Has Come and Gone
176(2)
Observer's Rating Sheet
178(1)
Summary Checklist
179(1)
Application Questions
179(1)
Reinforcement Exercises
179(1)
Action Plan
179(2)
Part 4 Leading
181(76)
Chapter 12 Politicking
181(23)
Self-Assessment Exercise: My Attitude Toward Politicking
181(1)
Scoring and Interpretation
182(1)
Skill Concepts
182(22)
What Is Politicking?
182(1)
Why Is There Politics in Organizations?
182(1)
Political Diagnostic Analysis
183(3)
General Guidelines for Political Action
186(2)
Specific Political Strategies
188(1)
Considering the Cost-Benefit Equation
189(1)
Concept Quiz
190(1)
Behavioral Checklist
190(1)
Modeling Exercise
191(1)
The Truck-Trading Problem
191(2)
Observer's Rating Sheet
193(1)
Group Exercises
194(1)
Group Exercise 1 The Bill and Mary Show: Bendix to Morrison Knudsen
194(2)
Reader's Rating Sheet
196(1)
Group Exercise 2 The Savemore Corporation
197(2)
Group Exercise 3 The New Superintendent
199(2)
Summary Checklist
201(1)
Application Questions
201(1)
Reinforcement Exercises
201(1)
Action Plan
201(3)
Chapter 13 Persuading
204(16)
Self-Assessment Exercise: How I Persuade
204(1)
Scoring and Interpretation
204(1)
Skill Concepts
205(15)
What Is Persuasion?
205(1)
Persuasion Strategies
206(1)
Persuasion Tactics
207(1)
Improving Your Persuasive Skills
208(2)
Applying Persuasive Skills in Formal Presentations
210(2)
Concept Quiz
212(1)
Behavioral Checklist
212(1)
Modeling Exercise
213(1)
The Grade Change
213(1)
Observer's Rating Sheet
214(1)
Group Exercises
215(1)
Group Exercise 1 Personal Persuasion
215(1)
Group Exercise 2 Making Formal Persuasive Presentations
215(1)
Observer's Rating Sheet
216(1)
Group Exercise 3 Trust Walk
217(1)
Summary Checklist
217(1)
Application Questions
217(1)
Reinforcement Exercises
218(1)
Action Plan
218(2)
Chapter 14 Applying Leadership Style
220(16)
Self-Assessment Exercise: What Kind of Leader Am I?
220(1)
Scoring and Interpretation
221(1)
Skill Concepts
221(15)
Leader Behaviors and Styles
222(1)
Followers
223(1)
Situational Variables
223(1)
Concept Quiz
224(1)
Behavioral Checklist
225(1)
Modeling Exercise
225(1)
Leading the Cobra Development Team
225(3)
Observer's Rating Sheet
228(1)
Group Exercises
229(1)
Group Exercise 1 Choosing an Appropriate Leadership Style
229(2)
Group Exercise 2 Leader Adaptability Exercise
231(1)
Group Exercise 3 Case of the Tough Assignment
232(1)
Summary Checklist
233(1)
Application Questions
233(1)
Reinforcement Exercises
233(1)
Action Plan
234(2)
Chapter 15 Managing Change
236(21)
Self-Assessment Exercise: Are You a Change Leader?
236(1)
Scoring and Interpretation
236(1)
Skill Concepts
237(1)
The Phases of Planned Change
237(1)
Skills for Promoting Change
238(2)
Skills for Overcoming Resistance to Change
240(17)
Sources of Resistance to Change
240(1)
Strategies to Overcome the Resistance to Change
241(1)
When Might Resistance to Change Be Helpful?
242(1)
Concept Quiz
242(1)
Behavioral Checklist
243(1)
Modeling Exercise
243(1)
Multi-Phase Products Company
243(4)
Observer's Rating Sheet
247(1)
Group Exercises
248(1)
Group Exercise 1 "Reshaping Unacceptable Behaviors"
248(2)
Observer's Rating Sheet
250(1)
Group Exercise 2 Improving Performance
251(1)
Group Exercise 3 MediScribe Corporation
252(1)
Summary Checklist
253(1)
Application Questions
253(1)
Reinforcement Exercises
253(1)
Action Plan
254(3)
Part 5 Teaming
257(32)
Chapter 16 Facilitating Teamwork
257(18)
Self-Assessment Exercise: What Is My Teamwork Style?
257(1)
Scoring and Interpretation
257(1)
Skill Concepts
257(1)
Characteristics of High-Performing Teams
258(2)
Small Size
258(1)
Complementary Skills
258(1)
Common Purpose
259(1)
Specific Goals
259(1)
Common Approach
259(1)
Mutual Accountability
259(1)
Obstacles to Effective Teamwork
260(1)
A Weak Sense of Direction
260(1)
Infighting
260(1)
Shirking of Responsibilities
260(1)
Lack of Trust
260(1)
Critical Skills Gaps
260(1)
Lack of External Support
261(1)
Overcoming Obstacles to Effective Teamwork
261(1)
Create Clear Goals
261(1)
Encourage Teams to Go for Small Wins
261(1)
Build Mutual Trust
261(1)
Appraise Group and Individual Performances
261(1)
Provide the Necessary External Support
262(1)
Offer Team Skills Training
262(1)
Change the Team's Membership
262(1)
Team Process Facilitation
262(2)
Role Behaviors
262(1)
Communication Patterns
263(1)
Decision-Making Procedures
263(1)
Process Interventions
263(1)
Stages of Team Development
264(11)
Concept Quiz
266(1)
Behavioral Checklist
266(1)
Modeling Exercise
267(1)
Assessing Team Process in a Fishbowl
267(1)
Observer's Rating Sheet: Team Process
268(1)
Group Exercises
269(1)
Group Exercise 1 Naming A to Z Products
269(1)
Observer's Rating Sheet
270(1)
Group Exercise 2 The Card Tower Exercise
271(1)
Group Exercise 3 My Asset Base
271(1)
Summary Checklist
272(1)
Application Questions
273(1)
Reinforcement Exercises
273(1)
Action Plan
273(2)
Chapter 17 Valuing Diversity
275(14)
Self-Assessment Exercise: What Are My Attitudes Toward Workplace Diversity?
275(1)
Scoring and Interpretation
275(1)
Skill Concepts
276(13)
What Is Diversity?
276(2)
How Can Diversity Be Promoted in Organizations?
278(1)
What Can Be Done to Facilitate Working with Diverse Others?
278(1)
Concept Quiz
279(1)
Behavioral Checklist
280(1)
Modeling Exercise
280(1)
A Problematic Promotion
280(3)
Observer's Rating Sheet
283(1)
Group Exercises
284(1)
Group Exercise 1 Choosing Music
284(1)
Group Exercise 2 Diversity in Action
284(1)
Group Exercise 3 Diversity Squares
285(1)
Summary Checklist
286(1)
Application Questions
286(1)
Reinforcement Exercises
286(1)
Action Plan
287(2)
Part 6 Problem Solving
289(66)
Chapter 18 Ethical Decision Making
289(17)
Self-Assessment Exercise: How Do My Ethics Rate?
289(1)
Scoring and Interpretation
289(1)
Skill Concepts
290(16)
Why Is Ethics Important?
290(1)
Applying Ethical Guideposts to Decisions
291(1)
Ethical Screening
292(1)
Principles for Ethical Decision Making
293(1)
Making Ethical Decisions in the Global Environment
294(1)
Encouraging Ethical Behavior in Others
294(1)
Concept Quiz
294(1)
Behavioral Checklist
295(1)
Modeling Exercise
295(1)
Competing Ethical Criteria
295(2)
Observer's Rating Sheet
297(1)
Group Exercises
298(1)
Group Exercise 1 West Oceans Bank
298(2)
Observer's Rating Sheet
300(1)
Group Exercise 2 Mini-Cases
301(1)
Group Exercise 3 Anticipating Ethical Conflict
302(1)
Summary Checklist
303(1)
Application Questions
303(1)
Reinforcement Exercises
304(1)
Action Plan
304(2)
Chapter 19 Creative Problem Solving
306(15)
Self-Assessment Exercise: How Creative Are You?
306(1)
Scoring and Interpretation
306(1)
Skill Concepts
307(4)
What Are the Steps for Interpersonal Problem Solving?
307(1)
Problem Awareness
307(2)
Problem Definition
309(1)
Decision Making
309(1)
Action Plan Implementation
310(1)
Follow-Through
311(1)
How Can Creativity Be Encouraged?
311(10)
Concept Quiz
312(1)
Behavioral Checklist
313(1)
Modeling Exercise
313(1)
Problems Everywhere
313(2)
Observer's Rating Sheet
315(1)
Group Exercises
316(1)
Group Exercise 1 Dealing with Academic Dishonesty
316(1)
Group Exercise 2 The Copying Machine
317(1)
Group Exercise 3 How to Get a Date
317(1)
Summary Checklist
318(1)
Application Questions
318(1)
Reinforcement Exercises
319(1)
Action Plan
319(2)
Chapter 20 Resolving Conflicts
321(18)
Self-Assessment Exercise: What Is My Conflict-Management Style?
321(1)
Scoring and Interpretation
322(1)
Skill Concepts
322(17)
Resolving Conflicts Relies on Other Interpersonal Skills
323(1)
Key Conflict Management Skills
323(3)
Concept Quiz
326(1)
Behavioral Checklist
327(1)
Modeling Exercise
327(1)
New Hire in an Old Culture
327(2)
Observer's Rating Sheet
329(1)
Group Exercises
330(1)
Group Exercise 1 Crisis at Beacon Lights
330(2)
Observer's Rating Sheet
332(1)
Group Exercise 2 MIS Mumbo Jumbo
333(1)
Observer's Rating Sheet
334(1)
Group Exercise 3 What's the Right Conflict-Management Style?
335(1)
Summary Checklist
336(1)
Application Questions
337(1)
Reinforcement Exercises
337(1)
Action Plan
337(2)
Chapter 21 Negotiating
339(16)
Self-Assessment Exercise: How Do I Negotiate?
339(1)
Scoring and Interpretation
339(1)
Skill Concepts
340(15)
Bargaining Strategies
340(1)
Guidelines for Effective Negotiating
341(1)
Concept Quiz
342(1)
Behavioral Checklist
343(1)
Modeling Exercise
343(1)
What's a Fair Pay Increase for Lisa?
343(2)
Observer's Rating Sheet
345(1)
Group Exercises
346(1)
Group Exercise 1 Who Gets the Overtime?
346(1)
Observer's Rating Sheet
347(1)
Group Exercise 2 The Used Car Negotiation
348(2)
Observer's Rating Sheet
350(1)
Group Exercise 3 Neighbors
351(1)
Observer's Rating Sheet
352(1)
Summary Checklist
353(1)
Application Questions
353(1)
Reinforcement Exercises
353(1)
Action Plan
354(1)
Part 7 Integrating Exercises
355(16)
Skill Assessment Review
355(1)
Integrative Exercises
355(6)
Integrating Exercise 1 Chris Amon and Lee Petty
356(5)
Evaluation Sheet for Chris Amon
361(2)
Evaluation Sheet for Lee Petty
363(4)
Integrating Exercise 2 Team Meeting Demonstration
365(2)
Evaluation Sheet for Team Meeting Demonstration
367(2)
Future Action Plans
369(2)
Appendix: Exercise Guidelines and Materials 371(6)
Index 377
Stephen P. Robbins is Professor Emeritus of Management at San Diego State University and the world's best-selling textbook author in the areas of both management and organisational behaviour. His books are used at more than a thousand US colleges and universities; have been translated into 19 languages; and have adapted editions for Canada, Australia, South Africa, India and the Middle East. Dr Robbins is also the author of the best-selling books The Truth about Managing People and Decide & Conquer.