Developing management skills

Cover......Page 1
Title Page......Page 6
Copyright Page......Page 7
Acknowledgments......Page 26
CONTENTS......Page 10
PREFACE......Page 22
INTRODUCTION......Page 28
 THE CRITICAL ROLE OF MANAGEMENT SKILLS......Page 30
 The Importance of Competent Managers......Page 31
 The Skills of Effective Managers......Page 32
 What Are Management Skills?......Page 33
 An Approach to Skill Development......Page 34
 Leadership and Management......Page 36
 Contents of the Book......Page 38
 Organization of the Book......Page 39
 Diversity and Individual Differences......Page 40
 Summary......Page 41
 Diagnostic Survey and Exercises......Page 42
 Personal Assessment of Management Skills......Page 59
 SSS Software In-Basket Exercise......Page 60
PART I: PERSONAL SKILLS......Page 62
 1 DEVELOPING SELF-AWARENESS......Page 64
  Developing Self-Awareness......Page 65
  Key Dimensions of Self-Awareness......Page 71
  The Enigma of Self-Awareness......Page 72
  Important Areas of Self-Awareness......Page 74
  SUMMARY......Page 92
  Cases Involving Self-Awareness......Page 94
  Exercises for Improving Self-Awareness Through Self-Disclosure......Page 99
  Activities for Developing Self-Awareness......Page 104
  The Defining Issues Test......Page 106
  Cognitive Style Indicator......Page 107
  Tolerance of Ambiguity Scale......Page 108
  Core Self-Evaluation Scale......Page 109
 2 MANAGING STRESS AND WELL-BEING......Page 112
  Managing Stress and Well-Being......Page 113
  Managing Stress and Fostering Well-Being......Page 117
  Major Elements of Stress......Page 118
  Managing Stressors......Page 121
  Eliminating Stressors......Page 122
  Developing Resiliency and Well-Being......Page 133
  Temporary Stress-Reduction Techniques......Page 139
  SUMMARY......Page 140
  Cases Involving Stress Management......Page 141
  Exercises for Long-Term and Short-Run Stress Management and Well-Being......Page 148
  Activities for Managing Stress......Page 155
  Social Readjustment Rating Scale......Page 157
  Flourishing Scale......Page 158
 3 SOLVING PROBLEMS ANALYTICALLY AND CREATIVELY......Page 160
  Solving Problems Analytically and Creatively......Page 161
  Steps in Analytical Problem Solving......Page 166
  Limitations of the Analytical Problem-Solving Model......Page 169
  Multiple Approaches to Creativity......Page 170
  Conceptual Blocks......Page 175
  Conceptual Blockbusting......Page 184
  International Caveats......Page 192
  Fostering Creativity in Others......Page 193
  SUMMARY......Page 197
  Cases Involving Problem Solving......Page 199
  Exercises for Applying Conceptual Blockbusting......Page 202
  Activities for Solving Problems Creatively......Page 209
  How Creative Are You?©......Page 211
  Innovative Attitude Scale......Page 212
  Creative Style Assessment......Page 213
PART II: INTERPERSONAL SKILLS......Page 214
 4 BUILDING RELATIONSHIPS BY COMMUNICATING SUPPORTIVELY......Page 216
  Building Positive Interpersonal Relationships......Page 217
  The Importance of Effective Communication......Page 218
  What is Supportive Communication?......Page 220
  Coaching and Counseling......Page 222
  Principles of Supportive Communication......Page 224
  The Personal Management Interview......Page 238
  SUMMARY......Page 241
  Cases Involving Building Positive Relationships......Page 243
  Exercises for Diagnosing Communication Problems and Fostering Understanding......Page 246
  Activities For Communicating Supportively......Page 251
  SCORING KEYS AND COMPARISON DATA......Page 253
 5 GAINING POWER AND INFLUENCE......Page 254
  Building a Strong Power Base and Using Influence Wisely......Page 255
  Is Power A Four-Letter Word?......Page 256
  Abuse of Power......Page 257
  Influence Strategies: The Three Rs......Page 268
  The Pros and Cons of Each Strategy......Page 271
  Acting Assertively: Neutralizing Influence Attempts......Page 274
  Case Involving Power and Influence......Page 280
  Exercise for Gaining Power......Page 281
  Exercise for Using Influence Effectively......Page 282
  Exercises for Neutralizing Unwanted Influence Attempts......Page 283
  Activities for Gaining Power and Influence......Page 286
  SCORING KEYS AND COMPARISON DATA......Page 288
 6 MOTIVATING OTHERS......Page 290
  Increasing Motivation and Performance......Page 291
  Diagnosing Work Performance Problems......Page 292
  Enhancing Individuals’ Abilities......Page 293
  Fostering a Motivating Work Environment......Page 295
  Elements of an Effective Motivation Program......Page 296
  SUMMARY......Page 313
  Case Involving Motivation Problems......Page 316
  Exercises for Diagnosing Work Performance Problems......Page 322
  Exercise for Reshaping Unacceptable Behaviors......Page 326
  Activities for Motivating Others......Page 328
  SKILL PRACTICE Exercise for Reshaping Unacceptable Behaviors......Page 330
  SCORING KEYS AND COMPARISON DATA......Page 331
 7 MANAGING CONFLICT......Page 332
  Interpersonal Conflict Management......Page 333
  Diagnosing the Type of Interpersonal Conflict......Page 335
  Selecting the Appropriate Conflict Management Approach......Page 339
  Resolving Interpersonal Confrontations Using the Collaborative Approach......Page 346
  SUMMARY......Page 356
  Case Involving Interpersonal Conflict......Page 359
  Exercise for Diagnosing Sources of Conflict......Page 363
  Exercises for Selecting an Appropriate Conflict Management Strategy......Page 372
  Exercises for Resolving Interpersonal Disputes......Page 374
  Activities for Improving Managing Conflict Skills......Page 385
  SKILL PRACTICE Exercises for Resolving Interpersonal Disputes......Page 388
  SCORING KEYS AND COMPARISON DATA......Page 389
PART III: GROUP SKILLS......Page 390
 8 EMPOWERING AND ENGAGING OTHERS......Page 392
  Empowering and Engaging Others......Page 393
  The Meaning of Empowerment......Page 394
  Dimensions of Empowerment......Page 395
  How to Develop Empowerment......Page 399
  Inhibitors to Empowerment......Page 407
  Fostering Engagement......Page 408
  International Caveats......Page 413
  SUMMARY......Page 415
  Cases Involving Empowerment and Engagement......Page 416
  Exercises for Empowerment......Page 418
  Activities for Empowerment and Engagement......Page 424
  SCORING KEYS AND COMPARISON DATA......Page 426
 9 BUILDING EFFECTIVETEAMS AND TEAMWORK......Page 428
  Building Effective Teams and Teamwork......Page 429
  The Advantages of Teams......Page 430
  Team Development......Page 435
  Leading Teams......Page 444
  Team Membership......Page 449
  SUMMARY......Page 454
  Cases Involving Building Effective Teams......Page 455
  Exercises in Building Effective Teams......Page 459
  Activities for Building Effective Teams......Page 466
  SCORING KEYS AND COMPARISON DATA......Page 467
  Leadership Roles in Teams (Examples of Correct Answers)......Page 468
 10 LEADING POSITIVE CHANGE......Page 470
  Leading Positive Change......Page 471
  SKILL LEARNING......Page 473
  The Need for Frameworks......Page 474
  A Framework for Leading Positive Change......Page 476
  SUMMARY......Page 496
  Cases Involving Leading Positive Change......Page 498
  Exercises in Leading Positive Change......Page 508
  Activities for Leading Positive Change......Page 510
  Reflected Best-Self Feedback™ Exercise......Page 512
PART IV: SPECIFIC COMMUNICATION SKILLS......Page 514
 Module A: MAKING ORAL AND WRITTEN PRESENTATIONS......Page 516
  Making Oral and Written Presentations......Page 517
  Essential Elements of Effective Presentations......Page 518
  Exercises for Making Effective Oral and Written Presentations......Page 534
  Observer’s Feedback form......Page 542
 Module B: CONDUCTING INTERVIEWS......Page 544
  Planning and Conducting Interviews......Page 545
  Specific Types of Organizational Interviews......Page 554
  Exercises for Conducting Special-Purpose Interviews......Page 559
  Observer’s Feedback form......Page 576
 Module C: CONDUCTING MEETINGS......Page 578
  The Five Ps of Effective Meetings......Page 579
  Suggestions for Group Members......Page 584
  Exercises for Conducting Meetings......Page 587
  SSS Software In-Basket Memos, E-Mails, Faxes, and Voice Mails......Page 589
APPENDIX I: GLOSSARY......Page 598
APPENDIX II: REFERENCES......Page 608
 B......Page 636
 C......Page 637
 E......Page 638
 G......Page 639
 K......Page 640
 M......Page 641
 P......Page 642
 S......Page 644
 V......Page 645
 Z......Page 646