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ONE: Setting the scene Objectives How this book proposes to achieve these objectives How to use this book
TWO: Learning to learn Objectives When are you going to learn?
What’s in it for me?
How do we do it?
Assessment exercise Feedback Developing confidence and motivation Checklist Summary
THREE: Communication Objectives Building relationships Ego states Body language Communication as a two-way process What makes an effective listener?
Assessment exercise Effective listening techniques Turning blocks to advantage Sending your message The eight-stage process Formal interviews The interview structure Questions to gather information The nature of the information Checklist for communication Summary
FOUR: Negotiation and working with conflict Objectives What is negotiation about?
Assessment exercise Types of power Tactics in negotiation Assessment exercise Competitive negotiation Collaborative negotiation Communicating in difficult circumstances Assessment exercise Functions of conflict Assessment exercise Mapping conflict Checklist for conflict management Summary
FIVE: Presentation Objectives Preliminaries Delivering your presentation One-way presentations: a summary Two-way presentations Turning all presentations into two-way presentations Checklist for presentation Summary
SIX: Stress management Objectives Stress management strategies Assessment exercise Causes of stress Assessment exercise Managing stress Short-term strategies Medium-term strategies Assessment exercise Assessment exercise 2
Health maintenance 125
Long-term strategies Checklist for stress management Summary
SEVEN: Time management Objectives Time personality Assessment exercise Structuring your use of time Why your time goes where it does Information management Prioritization Assessment exercise Organizing for time management Checklist for time management Summary
EIGHT: Recruitment and selection Objectives Basic principles Assessment exercise Different approaches to the task Developing the framework Recruitment methods Selection as a two-way process Choosing your selection method Checklist for selection by interview Summary
NINE: Developing people Objectives Why training and development?
Assessment exercise The developmental process Key performance analysis Blocks to development Delivering development Assessment exercise Evaluation Strategic evaluation Checklist for employee development Summary
TEN: Personal appraisal Objectives What use is appraisal anyway?
Individual and team performance How often?
Who will appraise?
A structure for appraisal – how to appraise Dealing with performance What can go wrong?
Assessment exercise Creating links to performance Checklist for appraisal Summary
ELEVEN: Motivation Objectives Motivation: people and organizations What does it mean?
Assessment exercise Forms of motivation Checklist for motivation Summary
TWELVE: Delegation Objectives Assessment exercise Why delegate?
Assessment exercise The causes of poor delegation The delegation process as a contract The job contract Checklist for delegation Summary
THIRTEEN: Team building Objectives Why teams?
The three role team Assessment exercise What can go wrong?
Roles Informal group processes Hidden agendas Assessment exercise Checklist for teambuilding Summary
FOURTEEN: Leadership Objectives The concept of leadership Roles of the leader Conclusion
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