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The Human Touch : Personal skills for professional success.
Strong interpersonal skills are a fundamental requirement in all work environments. This book provides expert guidance for IT and other professionals on key skills including: building rapport; team working; leadership; negotiation; written communication; managing conflict; presentation skills; coach...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Swindon :
BCS Learning & Development Ltd.,
2012.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- Copyright; CONTENTS; LIST OF FIGURES AND TABLES; AUTHORS; FOREWORD; ACKNOWLEDGEMENTS; ABBREVIATIONS; 1 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; 2 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 FACETECHNIQUES FOR CREATING AND SUSTAINING RAPPORT OVER THE PHONE; TECHNIQUES FOR CREATING RAPPORT VIA EMAIL; HOW TO DESTROY RAPPORT; CONCLUSION; REFERENCES AND FURTHER READING; 3 TEAM WORKING; INTRODUCTION; CONTENTS OF THIS CHAPTER; GROUPS AND TEAMS; TEAM ROLES; TEAM DEVELOPMENT; MANAGEMENT AND TEAM BUILDING; CONCLUSION; CHAPTER REFERENCES; 4 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 SITUATIONSCONCLUSION; REFERENCES AND FURTHER READING; 5 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; 6 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 INFLUENCEINFLUENCING ACCORDING TO SOCIAL PREFERENCE; THE INFLUENCING PROCESS; CONCLUSION; REFERENCES AND FURTHER READING; 7 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.
- 8 PRESENTATION SKILLSINTRODUCTION; CONTENTS OF THIS CHAPTER; PLANNING THE PRESENTATION; DEVELOPING THE PRESENTATION; SPEAKER'S NOTES; PRESENTATION AIDS; DELIVERING THE PRESENTATION; THE TEAM PRESENTATION; CONCLUSION; FURTHER READING; 9 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; 10 COACHING; INTRODUCTION; CONTENTS OF THIS CHAPTER; WHAT IS COACHING?