Fishpond Gift Vouchers - Let them choose!

We won't be beaten by anyone. Guaranteed

People Skills
By

Rating

Product Description
Product Details

Table of Contents


Contents

Preface

PART ONE

Introduction

CHAPTER ONE

Skills for Bridging the Interpersonal Gap


Communication: Humanity's Supreme Achievement

The Ineffectiveness of Most Communication

The Ache of Loneliness

So Much Lost Love

A Key to Success at Work

A Life-or-Death Matter

You Can Change

You Will Change!

Managing Your Resistance to Learning

Five Sets of Skills

Summary


CHAPTER TWO

Barriers to Communication


Common Communication Spoilers

Why Roadblocks Are High-Risk Responses

Judging: the Major Roadblock

Roadblock

Sending Solutions Can Be a Problem!

Avoiding the Other's Concerns

Roadblock Number Thirteen

Summary


PART TWO

Listening Skills

CHAPTER THREE

Listening Is More Than Merely Hearing


The Importance of Listening

Listening Defined

Listening Skill Clusters

Attending Skills

Following Skills

Summary


CHAPTER FOUR

Four Skills of Reflective Listening


Reflective Responses Provide a Mirror to the Speaker

Paraphrasing

Reflecting Feelings

Reflecting Meanings

Summary


CHAPTER FIVE

Why Reflective Responses Work


Style and Structure in Listening

Six Peculiarities of Human Communication

Skepticism Is Best Dissolved by Action

Summary


CHAPTER SIX

Reading Body language


The Importance of Body Language

Nonverbals: The Language of Feelings

The "Leakage" of Masked Feelings

Guidelines for Reading Body Language

Reflect the Feelings Back to the Sender

A Clear But Confusing Language

Summary


CHAPTER SEVEN

Improving Your Reflecting Skills


Guidelines for Improved Listening

Beyond Reflective Listening

When to Listen Reflectively

When Not to Listen Reflectively

The Good News and the Bad News

Summary


PART THREE

Assertion Skills

CHAPTER EIGHT

Three Approaches to Relationships


Listening and Assertion: The Yin and Yang of Communication

Methods for Developing Assertiveness

The Need to Protect One's Personal Space

Impacting

The Submission-Assertion-Aggression Continuum

Payoffs and Penalties of Three Ways of Relating

Choose for Yourself

Summary


CHAPTER NINE

Developing Three-Part Assertion Messages


Verbal Assertion: The Third Option

Three-Part Assertion Messages

Effective and Ineffective Ways of Confrontation

Writing Three-Part Assertion Messages

A Voyage of Self-Discovery and Growth

Summary


CHAPTER TEN

Handling the Push-Push Back Phenomenon


Surprise Attack

The Human Tendency to Be Defensive

The Upward Spiral of Increasing Defensiveness

A Six-Step Assertion Process

Summary


CHAPTER ELEVEN

Increasing Your Assertive Options


Many Varieties of Assertive Behavior

"Natural" Assertions

Self-Disclosure

Descriptive Recognition

Relationship Assertions

Selective Inattention

Withdrawal

The Spectrum Response

Options

Natural and Logical Consequences

Stop the Action; Accept the Feelings

Say "No!,"

Modify the Environment

The Danger of Going Overboard

The Aura of Assertiveness

Summary


PART FOUR

Conflict Management Skills

CHAPTER TWELVE

Conflict Prevention and Control


Conflict Is Unavoidable

Conflict Is Disruptive and/or Destructive

The Benefits of Conflict

Realistic and Nonrealistic Conflict

Personal Conflict Prevention and Control Methods

Group/Organizational Prevention and Control Methods

The Dangers of Conflict Prevention and Control

Summary


CHAPTER THIRTEEN

Handling the Emotional Components of Conflict


Focus on the Emotions First

The Conflict Resolution Method

The Conflict Resolution Method in Action

Four Ways to Use the Conflict Resolution Method

Preparation for the Encounter

Evaluating the Conflict

Expected Outcomes of the Conflict Resolution Method

Summary


CHAPTER FOURTEEN

Collaborative Problem Solving: Seeking an Elegant Solution


Three Kinds of Conflict

Alternatives to Collaborative Problem Solving

Seeking an Elegant Solution Through Collaborative Problem Solving

Six Steps of the Collaborative Problem-Solving Method

What This Problem-Solving Method Communicates

Collaborative Problem-Solving in Action

Handling the Crucial Preliminaries

What Do I Do When Collaborative Problem Solving Doesn't Work?

Applications of Collaborative Problem Solving

Summary


CHAPTER FIFTEEN

Three Essentials for Effective Communication


In Communication, Skills Alone Are Insufficient

Genuineness

Non-possessive Love

Empathy

Implementation of the Core Attitudes


AFTERWORD

Four Steps to Improved Communication


A Quantified Commitment to Use the Skills

Select Appropriate Situations

Undaunted by Occasional Failure

Prepare Others for the Change

Skill Training


Notes

Index

Ask a Question About this Product More...
Write your question below:
How Fishpond Works
Fishpond works with suppliers all over the world to bring you a huge selection of products, really great prices, and delivery included on over 25 million products that we sell. We do our best every day to make Fishpond an awesome place for customers to shop and get what they want — all at the best prices online.
Webmasters, Bloggers & Website Owners
You can earn a 5% commission by selling People Skills: How to Assert Yourself, Listen to Others, and Resolve Conflicts on your website. It's easy to get started - we will give you example code. After you're set-up, your website can earn you money while you work, play or even sleep! You should start right now!
Authors / Publishers
Are you the Author or Publisher of a book? Or the manufacturer of one of the millions of products that we sell. You can improve sales and grow your revenue by submitting additional information on this title. The better the information we have about a product, the more we will sell!
Item ships from and is sold by Fishpond World Ltd.
Back to top