Book description
Strong interpersonal skills are a fundamental requirement in all work environments. This book provides expert guidance for IT and other professionals on key skills including: building rapport; team working; leadership; negotiation; written communication; managing conflict; presentation skills; coaching and mentoring; problem solving.
Table of contents
- FRONT COVER
- HALF TITLE PAGE
- OTHER BCS PUBLICATIONS THAT MIGHT BE OF INTEREST
- TITLE PAGE
- COPYRIGHT PAGE
- CONTENTS
- LIST OF FIGURES AND TABLES
- AUTHORS
- FOREWORD
- ACKNOWLEDGEMENTS
- ABBREVIATIONS
- 1 THE IMPORTANCE OF PERSONAL SKILLS
-
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 face
- Techniques 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
- 4 NEGOTIATION AND CONFLICT
- 5 LEADERSHIP
-
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 influence
- Influencing 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 SKILLS
- 9 COMMERCIAL AWARENESS
-
10 COACHING
- Introduction
- Contents of this chapter
- What is coaching?
- Distinguishing between coaching, mentoring, counselling and training
- The business context for coaching and its benefits
- The key qualities and skills of a manager–coach
- A process for coaching
- A simple structure for an informal coaching session
- Formal coaching: The STEER model
- Formal coaching: The GROW model
- Useful coaching questions
- Coaching pitfalls
- References and further reading
- 11 MANAGING EXPECTATIONS
-
12 FACILITATION
- Introduction
- Contents of this chapter
- Why facilitation is important
- The essence of facilitation
- Roles in a facilitated event
- Structure of an event
- The elements for successful facilitation
- Preparation and planning
- Effective facilitation behaviours
- Workshop techniques
- Participation preferences
- The benefits of effective facilitation
- Conclusion
- References and further reading
- 13 CREATIVE PROBLEM SOLVING
- NOTES
- BACK COVER
Product information
- Title: The Human Touch
- Author(s):
- Release date: December 2012
- Publisher(s): BCS, The Chartered Institute for IT
- ISBN: 9781780171388
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