The Human Touch

Table of contents

1. FRONT COVER
2. HALF TITLE PAGE
3. OTHER BCS PUBLICATIONS THAT MIGHT BE OF INTEREST
4. TITLE PAGE
5. COPYRIGHT PAGE
6. CONTENTS
7. LIST OF FIGURES AND TABLES
8. AUTHORS
9. FOREWORD
10. ACKNOWLEDGEMENTS
11. ABBREVIATIONS
12. 1 THE IMPORTANCE OF PERSONAL SKILLS
    1. Introduction
    2. The importance of people
    3. Categorising people
    4. The sense of the individual
    5. The nature of business change work
    6. Categories of skill
    7. The human touch
    8. Conclusion
    9. References and further reading
13. 2 BUILDING RAPPORT AND SUSTAINING RELATIONSHIPS
    1. Introduction
    2. Contents of this chapter
    3. The nature of rapport
    4. Why rapport is so important in working relationships
    5. The business context for rapport
    6. The psychology of rapport
    7. Techniques for creating and sustaining rapport face to face
    8. Techniques for creating and sustaining rapport over the phone
    9. Techniques for creating rapport via email
    10. How to destroy rapport
    11. Conclusion
    12. References and further reading
14. 3 TEAM WORKING
    1. Introduction
    2. Contents of this chapter
    3. Groups and teams
    4. Team roles
    5. Team development
    6. Management and team building
    7. Conclusion
    8. Chapter references
15. 4 NEGOTIATION AND CONFLICT
    1. Introduction
    2. Contents of this chapter
    3. Types of negotiation situations
    4. Negotiation outcomes
    5. The ‘getting to yes’ approach
    6. Process for successful negotiation
    7. Managing conflict situations
    8. Conclusion
    9. References and further reading
16. 5 LEADERSHIP
    1. Introduction
    2. Contents of this chapter
    3. What is leadership?
    4. How leadership differs from management
    5. Three keys to effective leadership
    6. Theories of leadership
    7. Leadership styles
    8. The models
    9. Lateral leadership
    10. Conclusion
    11. References and further reading
17. 6 INFLUENCING
    1. Introduction
    2. Contents of this chapter
    3. Influence versus power
    4. Starting out: Defining our circle of influence
    5. Influencing and the three universal human goals
    6. Cialdini’s ‘six principles of influence’
    7. The outcome frame
    8. Questions: The golden key to influence
    9. Influencing according to social preference
    10. The influencing process
    11. Conclusion
    12. References and further reading
18. 7 WRITTEN COMMUNICATION
    1. Introduction
    2. Contents of this chapter
    3. The pros and cons of written communication
    4. The communication process and the barriers to communication
    5. Planning the written communication
    6. Types of written communication
    7. A process for written communication
    8. The emotional impact of writing
    9. Writing style
    10. Assessing readability: The fog index
    11. Email: Perils and pitfalls
    12. Writing for the web
    13. Conclusion
    14. Further reading
19. 8 PRESENTATION SKILLS
    1. Introduction
    2. Contents of this chapter
    3. Planning the presentation
    4. Developing the presentation
    5. Speaker’s notes
    6. Presentation aids
    7. Delivering the presentation
    8. The team presentation
    9. Conclusion
    10. Further reading
20. 9 COMMERCIAL AWARENESS
    1. Introduction
    2. Contents of this chapter
    3. What is commercial awareness?
    4. Making sense of the economic environment and the market
    5. Making sense of the organisation
    6. Appreciating culture
    7. Financial literacy
    8. Conclusion
    9. References and further reading
21. 10 COACHING
    1. Introduction
    2. Contents of this chapter
    3. What is coaching?
    4. Distinguishing between coaching, mentoring, counselling and training
    5. The business context for coaching and its benefits
    6. The key qualities and skills of a manager–coach
    7. A process for coaching
    8. A simple structure for an informal coaching session
    9. Formal coaching: The STEER model
    10. Formal coaching: The GROW model
    11. Useful coaching questions
    12. Coaching pitfalls
    13. References and further reading
22. 11 MANAGING EXPECTATIONS
    1. Introduction
    2. Focus of this chapter
    3. Contents of this chapter
    4. Categories of expectation
    5. Sources of expectations
    6. A process for managing expectations
    7. Monitor the expectations
    8. Positive use of expectations
    9. Conclusion
    10. Further reading
23. 12 FACILITATION
    1. Introduction
    2. Contents of this chapter
    3. Why facilitation is important
    4. The essence of facilitation
    5. Roles in a facilitated event
    6. Structure of an event
    7. The elements for successful facilitation
    8. Preparation and planning
    9. Effective facilitation behaviours
    10. Workshop techniques
    11. Participation preferences
    12. The benefits of effective facilitation
    13. Conclusion
    14. References and further reading
24. 13 CREATIVE PROBLEM SOLVING
    1. Introduction
    2. Contents of this chapter
    3. Developing creativity
    4. Creative problem-solving process
    5. Idea generation techniques
    6. De Bono’s Six Hats
    7. Conclusion
    8. References and further reading
25. NOTES
26. BACK COVER