People Skills

Contents
List of figures
Preface to the 25th anniversary edition
Acknowledgements
About the author
Introduction
part I Personal effectiveness
	Introduction to Part I
Chapter 1 Self-awareness
	Introduction
	The need for self-awareness
	How we affect others
		Listening
			Practice focus 1.1
		Barriers
		Bullying
		Anger
		Mixed messages
	How others affect us
		Transference
		Triggers
		Blind spots
		Fear
		Own needs
			Practice focus 1.2
	Conclusion
	Exercise 1
		Developing self-awareness
	Questions
		Build your knowledge, practise your skills
Chapter 2 Time management
	Introduction
	What is time management?
	How time management works
	Organizing your time
		Invest time to save time
			Practice focus 2.1
		Set priorities
		Keep a clear focus
		Avoid waste
		Use of diary
		The three-minute rule
		Working together
	Managing energy levels
		Timing
		The best person for the job
			Practice focus 2.2
		The worst-first rule
		Take a break
		The expanding workload
		Be positive
		Working together
	Conclusion
	Exercise 2
	Questions
		Build your knowledge, practise your skills
Chapter 3 Stress management
	Introduction
	Pressure and stress
	The effects of stress
		Practice focus 3.1
	Understanding your own potential for stress
	Skills and strategies
		Practice focus 3.2
	Conclusion
	Exercise 3
		Stress, coping and support
	Questions
		Build your knowledge, practise your skills
Chapter 4 Information management
	Introduction
	Receiving information
		Correspondence
		Forms
		Reports
		Telephone calls
		Emails
			Practice focus 4.1
		Trade journals and newsletters
		Circulars and discussion papers
	Information storage, retrieval and disposal
		Storage and retrieval
			Practice focus 4.2
		Disposal
	Principles of effective information management
	Conclusion
	Exercise 4
		Information audit
	Questions
		Build your knowledge, practise your skills
Chapter 5 Assertiveness
	Introduction
	Becoming assertive
		Practice focus 5.1
	The limitations of assertiveness
		Practice focus 5.2
	Conclusion
	Exercise 5
		Developing assertiveness
	Questions
		Build your knowledge, practise your skills
Chapter 6 Beating the bully
	Introduction
	What is the problem?
		Practice focus 6.1
	How do we deal with it?
		Individual responses
		Team support
			Practice focus 6.2
		Organizational responsibility
		Legal remedy
	Conclusion
	Exercise 6
		Getting support
	Questions
		Build your knowledge, practise your skills
Chapter 7 Using supervision
	Introduction
	What is supervision?
	The benefits of supervision
	The elements of supervision
		Accountability
			Practice focus 7.1
		Staff development
		Staff care
		Mediation
	Problems and barriers in supervision
		Practice focus 7.2
	The worker’s responsibility
	Conclusion
	Exercise 7
		Expectations of supervision
	Questions
		Build your knowledge, practise your skills
Chapter 8 Being creative
	Introduction
	Understanding creativity
		Practice focus 8.1
	Developing creativity
		Practice focus 8.2
	Conclusion
	Exercise 8
		Developing creativity
	Questions
		Build your knowledge, practise your skills
Chapter 9 Continuous professional development
	Introduction
	Why learn?
		Practice focus 9.1
	The learning process
	Barriers to learning
	Strategies for learning
		Practice focus 9.2
	Conclusion
	Exercise 9
		Developing learning
		Action Plan for Learning
	Questions
		Build your knowledge, practise your skills
Chapter 10 Being realistic and resilient
	Introduction
	Positive psychology
		Practice focus 10.1
	Problems with positive psychology
	Realism
		Practice focus 10.2
	Resilience
	Conclusion
	Exercise 10
		Finding the balance
	Questions
		Build your knowledge, practise your skills
part II Interaction skills
	Introduction to Part II
Chapter 11 Valuing diversity
	Introduction
	Aspects of diversity
		Class
		Race and culture
		Practice focus 11.1
		Gender
		Sexual orientation
		Age
		Practice focus 11.2
		Disability
	Affirming diversity
	Conclusion
	Exercise 11
		Mapping your social location
	Questions
		Build your knowledge, practise your skills
Chapter 12 Verbal communication
	Introduction
	Output
		Speed
		Register
		Practice focus 12.1
		Tone
		Pitch
		Loudness
	Input
		Listening
		The environment
		Emotional climate
		Discrimination
		Practice focus 12.2
	Promoting effective communication
		Clarity
		Developmental level
		Oppressive language
	Conclusion
	Exercise 12
		Observing communication
	Questions
		Build your knowledge, practise your skills
Chapter 13 Nonverbal communication
	Introduction
	How does nonverbal communication work?
	Aspects of nonverbal communication
		Facial expression
		Eye contact
		Practice focus 13.1
		Posture
		Orientation
		Proximity
		Touch
		Fine movements
		Gross movements
		Practice focus 13.2
		Artefacts
		Dress
		Setting
		Direct work
	Conclusion
	Exercise 13
		Observing interactions
	Questions
		Build your knowledge, practise your skills
Chapter 14 Written communication
	Introduction
	Why do we rely on written communication?
	Types of written communication
		Letters
		Email
		Running records
		Referrals
		Reports
		Assessments
		Summaries
		Agreements
		Review documents
		Messages
		Practice focus 14.1
		Process records
	Key issues
		Purpose
		Relevance
		Planning
		Confidentiality
		Practice focus 14.2
		Structure
		Clarity
	Fact and opinion
	Presentation
	Access
	Conclusion
	Exercise 14
		Report writing
	Questions
		Build your knowledge, practise your skills
Chapter 15 Interviewing
	Introduction
	Before the interview
		Time and place
		Purpose
		Are you the right person?
		Linguistic sensitivity
		Who should be involved?
		Contingency plans
	Key skills
		Listening
		Directing
		Partnership
		Empowerment
		Practice focus 15.1
		Use of self
		Tolerating silence
		Maintaining boundaries
		Structure
		Summary and feedback
	Pitfalls to avoid
		Collusive games
		Structure blindness
		Jargon
		Promises
		False reassurances
		Unfocused chats
		Practice focus 15.2
	Conclusion
	Exercise 15
		Planning an interview
	Questions
		Build your knowledge, practise your skills
Chapter 16 Influencing skills
	Introduction
	Working in partnership
		Practice focus 16.1
	Strategies for influencing
		Connection
		Putting cards on the table
		Giving solutions not problems
		Practice focus 16.2
		Giving feedback
		Speaking the same language
		Dealing with objections
		Listening and empathy
	Conclusion
	Exercise 16
		Influencing Strategies
	Questions
		Build your knowledge, practise your skills
Chapter 17 Leadership
	Introduction
	What is leadership?
	What leaders do
		Practice focus 17.1
	Developing leadership
		Practice focus 17.2
	Conclusion
	Exercise 17
		Influencing culture
	Questions
		Build your knowledge, practise your skills
Chapter 18 Handling feelings
	Introduction
	Other people’s feelings
		Practice focus 18.1
	Our own feelings
		Practice focus 18.2
	Conclusion
	Exercise 18
		Perception check
	Questions
		Build your knowledge, practise your skills
Chapter 19 Managing conflict
	Introduction
	Negotiation
		Practice focus 19.1
	Aggression and violence
		Practice focus 19.2
	Conclusion
	Exercise 19
		Trigger points
	Questions
		Build your knowledge, practise your skills
Chapter 20 Multidisciplinary working
	Introduction
	Why is multidisciplinary working important?
		Practice focus 20.1
	Principles of working together
		Avoid stereotypes
		Understand each other’s roles
		Be sensitive to different values, priorities, norms and so on
		Avoid hierarchies
		Avoid preciousness
		Focus on communication
		Practice focus 20.2
	Conclusion
	Exercise 20
		Professional stereotypes
	Questions
		Build your knowledge, practise your skills
part III Intervention skills
	Introduction to Part III
Chapter 21 Anti-discriminatory practice
	Introduction
	Individual practice
		Recognizing oppression
		Partnership
		Practice focus 21.1
		Empowerment
	The organizational context
	Group influence
		Practice focus 21.2
	Conclusion
	Exercise 21
		Developing empowerment
	Questions
		Build your knowledge, practise your skills
Chapter 22 Being systematic
	Introduction
	Problems of drift and vagueness
		Practice focus 22.1
	A framework for systematic practice
		What are you trying to achieve?
		How are you going to achieve it?
			Practice focus 22.2
		How will you know when you have achieved it?
	Conclusion
	Exercise 22
		Using Systematic Practice
	Questions
		Build your knowledge, practise your skills
Chapter 23 Assessment
	Introduction
	Key issues in assessment
		Begin with social location
		Practice focus 23.1
		Legislative and policy requirements
		Gathering information
		Define the problem
		Partnership, not paternalism
		Assess situations, not people
		Think–Feel–Do
		Strengths
		Significant changes
		Practice focus 23.2
		Responding to crisis
		Respond to need, not demand
		Confidentiality
		Separate fact from opinion
		Avoid jargon
		Avoid vagueness
		Set clear objectives and timescales
	Conclusion
	Exercise 23
		The importance of information
	Questions
		Build your knowledge, practise your skills
Chapter 24 Planning
	Introduction
	Direction and meaning
		Practice focus 24.1
		Practice focus 24.2
	Responding to need
	The life course
	Contracts and agreements
	Planning as an ongoing activity
	Conclusion
	Exercise 24
		Using Planning
	Questions
		Build your knowledge, practise your skills
Chapter 25 Decision making
	Introduction
	Risk and decision making
	The decision-making process
		Practice focus 25.1
	Factors influencing decision making
		Information
		Time constraints
		Clarity about objectives
		Hidden agendas
			Practice focus 25.2
		Management style
		Skills
		Political pressures
	Conclusion
	Exercise 25
		Using adair’s five stages
	Questions
		Build your knowledge, practise your skills
Chapter 26 Managing risk
	Introduction
	Understanding risk
		Practice focus 26.1
	Meeting the risk challenge
		Practice focus 26.2
	Conclusion
	Exercise 26
		Incident and impact
	Questions
		Build your knowledge, practise your skills
Chapter 27 Review and evaluation
	Introduction
	Review
	Key issues in review
		Practice focus 27.1
	Evaluation
		Effectiveness
		Efficiency
		The lessons to be learned
		Practice focus 27.2
	Key issues in evaluation
	Common themes
	Conclusion
	Exercise 27
		Reviewing Our Work
	Questions
		Build your knowledge, practise your skills
Chapter 28 Ending
	Introduction
	Why endings are important
		Empowerment
		Workload management
		Labelling
		Job satisfaction
		Transfer
	Reasons for ending intervention
	Obstacles to ending intervention
		Dependency
		Practice focus 28.1
		Resistance to change on the part of the client
		Resistance to change on the part of the worker
		Worker satisfaction
		Pressure from others
		Unresolved feelings
		Lack of clarity about objectives
		Failure to review objectives
		Practice focus 28.2
		Disorganization
	Conclusion
	Exercise 28
		Pitfalls and pointers
	Questions
		Build your knowledge, practise your skills
Chapter 29 Responding to trauma: promoting healing and recovery
	Introduction
	Defining trauma
	Making sense of trauma
		Practice focus 29.1
	Dealing with trauma
		Practice focus 29.2
	Conclusion
	Exercise 29
		Learning about trauma
	Questions
		Build your knowledge, practise your skills
Chapter 30 Reflective practice
	Introduction
	What is reflective practice?
	Relating theory to practice
		Anti-discriminatory practice
		The fallacy of theoryless practice
		Evaluation
		Continuous professional development
		Practice focus 30.1
		Professional accountability
		Inappropriate responses
		Practice focus 30.2
	Conclusion
	Exercise 30
		Reflecting on practice
	Questions
		Build your knowledge, practise your skills
Conclusion
Guide to further learning
	Self-awareness
		Key text
		Other sources
	Time management
		Key text
		Other sources
	Stress management
		Key text
		Other sources
		E-learning
	Information management
		Key text
		Other sources
	Assertiveness
		Key text
		Other sources
	Bullying and harassment
		Key text
		Other sources
	Supervision
		Key text
		Other sources
	Being creative
		Key text
		Other sources
	Continuous professional development
		Key text
		Other sources
		E-learning
	Being realistic and resilient
		Key text
		Other sources
	Diversity/anti-discriminatory practice
		Key text
		General
		Ageism Key text
		Other sources
		Disablism
		Racism
		Sexism
		Other forms of oppression
		User participation
	Communication
		Key text
		Other sources
	Interviewing
		Key text
		Other sources
	Influencing skills
		Key text
		Other sources
	Leadership
		Key text
		Other sources
	Handling feelings
		Key text
		Other sources
		E-learning
	Handling conflict
		Key text
		Other sources
		E-learning
	Multidisciplinary working
		Key text
		Other sources
	Systematic practice
		Key text
		Other sources
	Assessment
		Key text
		Other sources
	Planning
		Key text
		Other sources
	Decision making
		Key text
		Other sources
	Managing risk
		Key text
		Other sources
	Review and evaluation
		Key text
		Other sources
	Ending
		Key text
		Other sources
	Trauma
		Key text
		Other sources
	Reflective practice
		Key text
		Other sources
References
Index