Synopses & Reviews
Synopsis
"Between listening, debating, persuading, explaining, and inspiring, some form of interpersonal contact makes up a large portion of every employee's workday. Without the skills needed to work well with others in a face-to-face situation, no one would be able to get any work done!
Here to help is The Interpersonal Skills Toolkit. Loaded with thirty-six exercises designed to give trainers an edge in instructing employees in the art of effective communication, this book goes beyond the basics, and provides lessons on:
* Resisting subtle manipulation
* Resolving big differences of opinion on matters such as policy or strategy
* Defusing other people's anger
This book gives trainers and managers the edge they need in enhancing communication among coworkers."
About the Author
Terry Gillen (Hertfordshire, UK) is a Fellow of the CIPD and Member of the Institute of Management. He is a regular contributor to People Management.
Table of Contents
Part I: Commentary
Part II: Handouts
A. The three principles of interpersonal skills
B. Behavior triggers and responses
C. Probing and listening
D. Assertiveness
E. Manipulation techniques and how to resist them
F. Controlling your emotions in tricky situations
G. Defusing other people's anger
H. Resolving conflict and disagreement
I. Communicating change--the winners/losers matrix
J. Influencing people subconsciously
K. Removing the mystique from body language
L. Building rapport quickly and easily
M. Interpersonal skills in groups
N. Persuasive selling
O. Skillful negotiating
P. Powerful presentations
Q. Stepping-stone planning
R. Implementing what you have learned
Part III: Exercises
Introductory Exercises
The importance of interpersonal skills
The skills you need to succeed
Your self-assessment questionnaire
Your interpersonal skills appraisal
Fundamental Skills
Getting closer to the outcome you want
Triggering the response you want
Positive principles of interpersonal skills
Effective probing
Assertiveness Skills
The four behaviors
Understanding assertive behavior
What are you rights?
The four key assertive behaviors
What makes us behave the way we do?
Assertiveness tricks of the trade
More Complex Skills
Resisting manipulation
Controlling your emotions
Defusing other people's anger
Resolving differences
Resolving conflict
Communicating change
Influencing people subconsciously
Body Language Skills
Removing the mystique from body language
Appraising your body language
Rapport-building Skills
Building rapport quickly and easily
Avoiding inadvertent irritators
Group skills
Assessing your group skills
Your group skills appraisal
Influencing group discussions (I)
Influencing group discussions (II)
Selling and Negotiating SkillsSelling services and ideas
Skillful negotiating
Resisting negotiating ploys and gambits
Presentation skills
Giving powerful presentations
Powerful sales and proposal presentations
ImplementationBuilding confidence
Overcoming the implementation problem"