People Skills for Managers Book

Preface

1 Interpersonal Relationships 1

Introduction 1

Influencing Skills 2

AMICABLE Model 6

Self-knowledge 7

Understanding Others 11

Building Rapport 12

Remembering Names 15

Handling Difficult People 16

Personal Attributes of a Good Manager 19

Understanding Personality Types 20

Managing Upwards 22

Summary 24

Check Your People Skills Quotient - 1 26

Five Steps to Improve Your Interpersonal Relationship Skills 27

Memory Map Summary of Chapter 28

2 Communication 29

Introduction 29

Features of Communication 30

Successful Verbal Communication 32

Listening 34

Facilitative Listening 36

Barriers to Listening 39

Different Types of Listening 41

Asking Questions 43

Facilitation Questions 44

Body Language 45

Summary 49

Check Your People Skills Quotient - 2 50

Five Steps to Improve Your Communication Skills 51

Memory Map Summary of Chapter 52

3 Assertiveness 53

Introduction 53

Passive/Aggressive/Assertive 54

My Bill of Rights 57

Famous Assertive People 58

Body Language 61

Assertiveness Techniques 63

The TAILOR Model 67

Summary 67

Check Your People Skills Quotient - 3 68

Five Steps to Improve Your Assertiveness Skills 69

Memory Map Summary of Chapter 70

4 Conflict Management 71

Introduction 71

Types of Conflict 71

Causes of Conflict 74

Six Steps to Conflict Resolution 77

Managing Conflict 78

Styles 81

Advantages of Conflict Resolution 83

Summary 83

Check Your People Skills Quotient - 4 84

Five Steps to Improve Your Conflict Resolution Skills 85

Memory Map Summary of Chapter 86

5 Performance Appraisal 87

Introduction 87

Purpose of Appraisal 88

Appraisal Interview 89

DiagnosingPerformance Problems 91

Characteristics of Good Appraisal Systems 93

Problems with Appraisal 94

Performance-Potential Model 96

Types of Bias 98

Appraisal Skills 100

Summary 101

Check Your People Quotient Skills - 5 102

Five Steps to Improve Your Appraisal Skills 103

Memory Map Summary of Chapter 104

6 Discipline, Grievance and Counselling 105

Introduction 105

Types of Disciplinary Problems 106

Disciplinary Interview 109

Principles of Natural Justice 111

Management Handling Styles 112

Manager's Conduct when Disciplining 113

Grievance 115

Grievance Procedure 116

Counselling Interview 118

Summary 120

Check Your People Quotient Skills - 6 121

Five Steps to Improve Your Discipline/Grievance/Counselling Skills 122

Memory Map Summary of Chapter 123

7 Coaching 124

Introduction 124

Differences Between Coaching, Mentoring and Training 125

Why Coach? 126

The COACH Model 131

Coaching Skills 132

Relationship between Coach and Learner 136

Summary 138

Check Your People Quotient Skills - 7 140

Five Steps to Improve Your Coaching Skills 141

Memory Map Summary of Chapter 142

8 Leadership Skills 143

Introduction 143

Leadership Traits 144

Functions of Leadership 146

Styles of Leadership 147

Types of Leaders 152

Differences between Managers and Leaders 154

Sources of Power and Influence 156

The Dark Side of Leadership 157

Best Leadership Practices 159

Summary 163

Check Your People Skills Quotient - 8 164

Five Steps to Improve Your Leadership Skills 165

Memory Map Summary of Chapter 166

9 Delegation 167

Introduction 167

Benefits of Delegation 168

Reasons for Lack of Delegation 170

Art of Delegation 172

Principles of Delegation 173

The Systematic Approach to Delegation 175

Summary 177

Check Your People Skills Quotient - 9 178

Five Steps to Improve Your Delegation Skills 179

Memory Map Summary of Chapter 180

10 Motivation 181

Introduction 181

How to Motivate Staff 182

Motivate Yourself 184

Demotivators 185

Power of Expectation 190

Concepts of Motivation 190

Summary 195

Check Your People Skills Quotient - 10 196

Five Steps to Improve Your Motivation Skills 197

Memory Map Summary of Chapter 198

11 Team Management 199

Introduction 199

Development Stages 200

Team Roles 202

Functions 204

Line Manager as Facilitator 206

Traits for Facilitation 206

Facilitation Process 207

Intervention 209

The Group Think Problem 210

Skills 211

Team Building 213

Summary 215

Check Your People Skills Quotient - 11 216

Five Steps to Improve Your Team Building Skills 217

Memory Map Summary of Chapter 218

12 Negotiation 219

Introduction 219

Basic Skills 220

Negotiation Strategies 223

Persuasion 225

Negotiation Mistakes 227

Summary 229

Check Your People Skills Quotient - 12 230

Five Steps to Improve Your Negotiation Skills 231

Memory Map Summary of Chapter 232

13 Meetings 233

Introduction 233

Types of Meetings 234

Purposes of Meetings 234

Three Elements of Meetings 235

Organising Effective Meetings 236

Avoid Meeting Pitfalls 239

Personal Attributes of a Good Chairman 240

Essentials of a Good Meeting 241

Summary 243

Check Your People Skills Quotient - 13 244

Five Steps to Improve Your Meeting Skills 245

Memory Map Summary of Chapter 246

14 Selection Interview 247

Introduction 247

Conducting Effective Interviews 248

Errors During Interviews 253

Approaches to Selection Interviews 255

Interviewing Skills 256

Summary 258

Check Your People Skills Quotient - 14 259

Five Steps to Improve Your Interviewing Skills 260

Memory Map Summary of Chapter 261

Appendix Check Your People Skills Quotient 263

References and Bibliography 265

Index 267