The Human Touch : Personal skills for professional success

Content: 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?