Training in Interpersonal Skills : Tips for Managing People at Work

by Robbins, Stephen P.; Hunsaker, Phillip L.

• ISBN13: 9780131481510
• ISBN10: 0131481517
• Edition: 4th
• Format: Paperback
• Copyright: 2009-01-01
• Publisher: Pearson College Div

Summary

For use as a supplement in courses in management and management skills, organizational behavior and development, interpersonal relations, human resource management, human relations, supervision, and group dynamics. This highly-regarded supplemental text is designed to provide vital training in interpersonal skills that complement the conceptual and research material found in most textbooks. This completely self-contained program provides an action-oriented approach in which students actually practice skills behavior.

Table of Contents

Preface	xxiii
PART I: SELF-AWARENESS	1	(50)
Skills: An Introduction	1	(10)
Interpersonal Skills and Effective Management Behavior	1	(2)
Behaviors	1	(1)
Motivation	2	(1)
Skills	2	(1)
The Need for Skills Training	3	(1)
Defining the Key Interpersonal Skills	3	(1)
Learning the Skills	4	(4)
Can Interpersonal Skills Be Taught?	4	(1)
The Importance of Teaching Skills	5	(1)
How Do You Teach Skills?	5	(2)
Guidelines for Participating in Chapter Exercises	7	(1)
Summary and Coming Attractions	8	(3)
Self-Awareness: A Point of Departure	11	(28)
Self-Assessment Exercise: Assessing Your Self-Awareness	11	(1)
Scoring and Interpretation	12	(1)
Skill Concepts	12	(3)
Why Increase Your Self-Awareness?	12	(1)
How to Increase Your Self-Awareness	13	(2)
Self-Awareness Questionnaires (SAQ)	15	(18)
SAQ 1: Emotional Intelligence	16	(2)
SAQ 2: Interpersonal Needs Questionnaire (FIRO-B)	18	(4)
SAQ 3: Assertiveness Questionnaire	22	(1)
SAQ 4: The Big Five Locator Questionnaire	23	(5)
SAQ 5: Cognitive Style	28	(5)
Summarizing Your Self-Awareness Profile	33	(1)
Concept Quiz	34	(1)
Behavioral Checklist	35	(1)
Group Exercises	35	(2)
Exercise 1: Checking Self-Assessments with Feedback from Others	35	(1)
Exercise 2: Developing a Team Resume	36	(1)
Summary Checklist	37	(2)
Application Questions	36	(1)
Reinforcement Exercises	37	(1)
Action Plan	37	(2)
Self-Management: Clarifying Values, Setting Goals, and Planning	39	(12)
Self-Assessment Exercise: How Well Do I Plan and Set Goals?	39	(1)
Scoring and Interpretation	40	(1)
Skill Concepts	40	(3)
What Are Your Values?	41	(1)
Personal Goal Setting	41	(1)
Personal Mission Statements	41	(1)
Strategies for Effective Goal Setting	42	(1)
Planning	43	(1)
Concept Quiz	43	(1)
Behavioral Checklist	44	(1)
Modeling Exercise	44	(2)
The Alligator River	44	(2)
Group Exercises	46	(2)
Group Exercise 1: What Are Your Values?	46	(1)
Group Exercise 2: Write Your Eulogy	46	(1)
Group Exercise 3: Determine Your Personal Mission Statement	47	(1)
Summary Checklist	48	(3)
Application Questions	48	(1)
Reinforcement Exercises	48	(1)
Action Plan	49	(2)
PART II: COMMUNICATING	51	(50)
Sending Interpersonal Messages	51	(16)
Self-Assessment Exercise: What Are My Message-Sending Habits?	51	(1)
Scoring and Interpretation	51	(1)
Skill Concepts	52	(5)
How Do People Communicate?	52	(1)
What Skills Are Required to Send Messages Effectively?	53	(4)
Concept Quiz	57	(1)
Behavioral Checklist	58	(1)
Modeling Exercise	58	(2)
Sending Messages with and Without Feedback	58	(2)
Group Exercises	60	(2)
Group Exercise 1: ``A Difference of Opinion''	60	(2)
Observer's Rating Sheet	62	(2)
Group Exercise 2: Communicating Feelings	63	(1)
Group Exercise 3: Your Message-Sending Behavior	63	(1)
Summary Checklist	64	(3)
Application Questions	64	(1)
Reinforcement Exercises	65	(1)
Action Plan	65	(2)
Listening and Reading Non-Verbal Messages	67	(19)
Self-Assessment Exercise: My Listening Habits	67	(1)
Scoring and Interpretation	67	(1)
Skill Concepts	68	(1)
Active versus Passive Listening	68	(1)
What We Know About Effective Listening	69	(2)
Reading Nonverbal Messages	71	(3)
Concept Quiz	74	(1)
Behavioral Checklist	75	(1)
Modeling Exercise	75	(3)
Job Interview Role-Play	76	(2)
Observer's Rating Sheet	78	(1)
Group Exercises	79	(3)
Group Exercise 1: Promotion Decision	79	(1)
Group Exercise 2: A Debate	79	(1)
Group Exercise 3: Computer Breakdown Emergency	80	(1)
Group Exercise 4: Interpreting Body Language	80	(2)
Observer's Rating Sheet	82	(1)
Summary Checklist	83	(3)
Application Questions	83	(1)
Reinforcement Exercises	83	(1)
Action Plan	84	(2)
Providing Feedback	86	(15)
Self-Assessment Exercise: My Feedback Style	86	(1)
Scoring and Interpretation	86	(1)
Skill Concepts	86	(3)
The Value of Feedback	87	(1)
Positive versus Negative Feedback	87	(1)
What We Know About Providing Feedback	88	(1)
Concept Quiz	89	(1)
Behavioral Checklist	90	(1)
Modeling Exercise	91	(1)
How Is Your Instructor Doing?	91	(1)
Observer's Rating Sheet	92	(1)
Group Exercises	93	(4)
Group Exercise 1: Reviewing the Resident Manager	93	(1)
Group Exercise 2: McDonald's on Probation	94	(1)
Group Exercise 3: Reining in Barry	95	(2)
Observer's Rating Sheet	97	(1)
Summary Checklist	98	(3)
Application Questions	98	(1)
Reinforcement Exercises	98	(1)
Action Plan	99	(2)
PART III: MOTIVATING	101	(50)
Goal Setting	101	(17)
Self-Assessment Exercise: Setting Goals for Subordinates	101	(1)
Scoring and Interpretation	101	(1)
Skill Concepts	102	(4)
The Basics of Effective Goals	102	(1)
How to Set Goals	103	(1)
Obtaining Goal Commitment	104	(2)
Concept Quiz	106	(1)
Behavioral Checklist	106	(1)
Modeling Exercise	107	(2)
Setting Goals at State Bank of Vermont	107	(2)
Observer's Rating Sheet	109	(1)
Group Exercises	110	(4)
Group Exercise 1: Goals for Probation	110	(1)
Group Exercise 2: New Faculty Goals	111	(1)
Group Exercise 3: Coaching Goals	112	(2)
Observer's Rating Sheet	114	(1)
Summary Checklist	115	(3)
Application Questions	115	(1)
Reinforcement Exercises	115	(1)
Action Plan	116	(2)
Coaching, Counseling, and Mentoring	118	(17)
Self-Assessment Exercise: Developing People	118	(1)
Scoring and Interpretation	118	(1)
Skill Concepts	119	(1)
Helping Others	119	(2)
Determine the Source of the Problem	120	(1)
Demonstrate Positive Regard	120	(1)
Provide Meaningful Feedback for Learning	120	(1)
Coaching to Improve Performance	121	(1)
Counseling to Resolve Personal Problems	122	(1)
Facilitate Problem Recognition and Solutions	123	(1)
Maintain Confidentiality	123	(1)
Clarify Feelings and Thoughts	123	(1)
Be Supportive and Provide Reassurance	123	(1)
Mentor for Long-Term Development	123	(1)
Concept Quiz	124	(1)
Behavioral Checklist	124	(1)
Modeling Exercise	125	(2)
Building Problems in Napa Valley	125	(2)
Observer's Rating Sheet	127	(1)
Group Exercises	128	(2)
Group Exercise 1: Confessions of a Sales Manager	128	(1)
Group Exercise 2: Helping with a Peer Problem	129	(1)
Observer's Rating Sheet	130	(2)
Group Exercise 3: Why Is the Camera Out of Focus?	131	(1)
Summary Checklist	132	(3)
Application Questions	132	(1)
Reinforcement Exercises	133	(1)
Action Plan	133	(2)
Empowering People Through Delegation	135	(16)
Self-Assessment Exercise: How Do I Delegate to Others?	135	(1)
Scoring and Interpretation	135	(1)
Skill Concepts	136	(4)
What Is Delegation?	136	(1)
Delegation Is Not Abdication	136	(1)
Why Delegate?	137	(1)
Determinants of Delegation	138	(1)
Delegation Skills	138	(2)
Concept Quiz	140	(1)
Behavioral Checklist	141	(1)
Modeling Exercise	141	(2)
The Annual Budget	141	(2)
Observer's Rating Sheet	143	(1)
Group Exercises	144	(3)
Group Exercise 1: Park City Toyota	144	(1)
Group Exercise 2: The Meeting Substitute	145	(1)
Group Exercise 3: The Deadline Has Come and Gone	145	(2)
Observer's Rating Sheet	147	(1)
Summary Checklist	148	(3)
Application Questions	148	(1)
Reinforcement Exercises	148	(1)
Action Plan	149	(2)
PART IV: LEADING	151	(78)
Politicking	151	(24)
Self-Assessment Exercise: My Attitude Towards Politicking	151	(1)
Scoring and Interpretation	151	(1)
Skill Concepts	152	(7)
What Is Politicking?	152	(1)
Why Is There Politics in Organizations?	152	(1)
Political Diagnostic Analysis	153	(3)
General Guidelines for Political Action	156	(2)
Specific Political Strategies	158	(1)
Considering the Cost-Benefit Equation	159	(1)
Concept Quiz	159	(1)
Behavioral Checklist	160	(1)
Modeling Exercise	160	(3)
The Truck-Trading Problem	160	(3)
Observer's Rating Sheet	163	(1)
Group Exercises	164	(2)
Group Exercise 1: The Bill and Mary Show: Bendix to Morrison Knudsen	164	(2)
Reader's Rating Sheet	166	(9)
Group Exercise 2: The Savemore Corporation	167	(3)
Group Exercise 3: The New Superintendent	170	(2)
Application Questions	172	(1)
Reinforcement Exercises	172	(1)
Action Plan	172	(3)
Persuading	175	(16)
Self-Assessment Exercise: How I Persuade	175	(1)
Scoring and Interpretation	175	(1)
Skill Concepts	176	(7)
What Is Persuasion?	176	(1)
Persuasion Strategies	177	(1)
Persuasion Tactics	178	(1)
Improving Your Persuasive Skills	179	(2)
Applying Persuasive Skills in Formal Presentations	181	(2)
Concept Quiz	183	(1)
Behavioral Checklist	183	(1)
Modeling Exercise	184	(1)
The Grade Change	184	(1)
Observer's Rating Sheet	185	(1)
Group Exercises	186	(1)
Group Exercise 1: Personal Persuasion	186	(1)
Group Exercise 2: Making Formal Persuasive Presentations	186	(1)
Observer's Rating Sheet	187	(1)
Group Exercise 3: Trust Walk	188	(1)
Summary Checklist	188	(3)
Application Questions	188	(1)
Reinforcement Exercises	189	(1)
Action Plan	189	(2)
Applying Leadership Style	191	(17)
Self-Assessment Exercise: What Kind of Leader Am I?	191	(1)
Scoring and Interpretation	191	(1)
Skill Concepts	192	(4)
Leader Behaviors and Styles	192	(1)
Followers	193	(2)
Situational Variables	195	(1)
Concept Quiz	196	(1)
Behavioral Checklist	197	(1)
Modeling Exercise	197	(3)
Leading the Cobra Development Team	197	(3)
Observer's Rating Sheet	200	(1)
Group Exercises	201	(4)
Group Exercise 1: Choosing an Appropriate Leadership Style	201	(2)
Group Exercise 2: Leader Adaptability Exercise	203	(1)
Group Exercise 3: Case of the Tough Assignment	204	(1)
Summary Checklist	205	(3)
Application Questions	205	(1)
Reinforcement Exercises	206	(1)
Action Plan	206	(2)
Managing Change	208	(21)
Self-Assessment Exercise: Are You a Change Leader?	208	(1)
Scoring and Interpretation	208	(1)
Skill Concepts	209	(1)
The Phases of Planned Change	209	(1)
Skills for Promoting Change	210	(2)
Skills for Overcoming Resistance to Change	212	(1)
Sources of Resistance to Change	212	(1)
Strategies to Overcome the Resistance to Change	213	(1)
Concept Quiz	213	(1)
Behavioral Checklist	214	(1)
Modeling Exercise	214	(5)
Multi-Phase Products Company	214	(5)
Observer's Rating Sheet	219	(1)
Group Exercises	220	(3)
Group Exercise 1: ``Reshaping Unacceptable Behaviors''	220	(3)
Observer's Rating Sheet	223	(3)
Group Exercise 2: Improving Performance	224	(1)
Group Exercise 3: MediScribe Corporation	225	(1)
Summary Checklist	226	(3)
Application Questions	226	(1)
Reinforcement Exercises	226	(1)
Action Plan	227	(2)
PART V: TEAMING	229	(55)
Working with Teams	229	(17)
Self-Assessment Exercise: What Is My Teamwork Style?	229	(1)
Scoring and Interpretation	229	(1)
Skill Concepts	229	(1)
Characteristics of High-Performing Teams	230	(2)
Small Size	230	(1)
Complementary Skills	230	(1)
Common Purpose	231	(1)
Specific Goals	231	(1)
Common Approach	231	(1)
Mutual Accountability	231	(1)
Obstacles to Effective Teamwork	232	(1)
A Weak Sense of Direction	232	(1)
Infighting	232	(1)
Shirking of Responsibilities	232	(1)
Lack of Trust	232	(1)
Critical Skills Gaps	232	(1)
Lack of External Support	232	(1)
Overcoming Obstacles to Effective Teamwork	233	(1)
Create Clear Goals	233	(1)
Encourage Teams to Go for Small Wins	233	(1)
Build Mutual Trust	233	(1)
Appraise Group and Individual Performances	233	(1)
Provide the Necessary External Support	234	(1)
Offer Team-Building Training	234	(1)
Change the Team's Membership	234	(1)
Team Process Facilitation	234	(2)
Role Behaviors	234	(1)
Communication Patterns	235	(1)
Decision-Making Procedures	235	(1)
Process Interventions	235	(1)
Concept Quiz	236	(1)
Behavioral Checklist	237	(1)
Modeling Exercise	237	(2)
Assessing Team Process in a Fishbowl	237	(2)
Observer's Rating Sheet: Team Process	239	(1)
Group Exercises	240	(1)
Group Exercise 1: Naming A to Z Products	240	(1)
Observer's Rating Sheet	241	(2)
Group Exercise 2: The Paper Tower Exercise	242	(1)
Group Exercise 3: My Asset Base	242	(1)
Summary Checklist	243	(3)
Application Questions	244	(1)
Reinforcement Exercises	244	(1)
Action Plan	244	(2)
Running Meetings	246	(24)
Self-Assessment Exercise: My Meeting Behaviors	246	(1)
Scoring and Interpretation	246	(1)
Skill Concepts	246	(9)
The Importance of Meetings	247	(1)
Preparing for the Meeting	247	(3)
Conducting the Meeting	250	(3)
Summary of Crucial Meeting Skills	253	(2)
Concept Quiz	255	(1)
Behavioral Checklist	255	(1)
Modeling Exercise	256	(2)
Chairing the Modernization Meeting	256	(2)
Observer's Rating Sheet	258	(1)
Group Exercises	259	(3)
Group Exercise 1: Changes in Company Travel Policy	259	(3)
Observer's Rating Sheet	262	(3)
Group Exercise 2: The Jimmy Lincoln Case	263	(2)
Observer's Rating Sheet	265	(1)
Worksheet: Jimmy Lincoln Decision	265	(1)
Group Exercise 3: Meeting Blockers	265	(1)
Summary Checklist	266	(2)
Application Questions	266	(1)
Reinforcement Exercises	266	(1)
Action Plan	267	(1)
Observer's Rating Sheet	268	(2)
Valuing Diversity	270	(14)
Self-Assessment Exercise: What Are My Attitudes Toward Workplace Diversity?	270	(1)
Scoring and Interpretation	270	(1)
Skill Concepts	271	(3)
What Is Diversity?	271	(1)
How Can Diversity Be Promoted in Organizations?	272	(1)
What Can Be Done to Facilitate Working with Diverse Others?	273	(1)
Concept Quiz	274	(1)
Behavioral Checklist	275	(1)
Modeling Exercise	275	(3)
A Problematic Promotion	275	(3)
Observer's Rating Sheet	278	(1)
Group Exercises	279	(2)
Group Exercise 1: Choosing Music	279	(1)
Group Exercise 2: Diversity in Action	280	(1)
Group Exercise 3: Diversity Squares	280	(1)
Summary Checklist	281	(3)
Application Questions	282	(1)
Reinforcement Exercises	282	(1)
Action Plan	282	(2)
PART VI: PROBLEM SOLVING	284	(69)
Ethical Decision Making	284	(17)
Self-Assessment Exercise: How Do My Ethics Rate?	284	(1)
Scoring and Interpretation	284	(1)
Skill Concepts	285	(3)
Why Are Ethics Important?	285	(1)
Guidelines for Applying Ethical Guideposts to Decisions	286	(1)
Ethical Screening	287	(1)
Concept Quiz	288	(1)
Behavioral Checklist	289	(1)
Modeling Exercise	289	(2)
Competing Ethical Criteria	289	(2)
Observer's Rating Sheet	291	(1)
Group Exercises	292	(2)
Group Exercise 1: West Oceans Bank	292	(2)
Observer's Rating Sheet	294	(3)
Group Exercise 2: Mini-Cases	295	(1)
Group Exercise 3: Anticipating Ethical Conflict	296	(1)
Summary Checklist	297	(4)
Application Questions	298	(1)
Reinforcement Exercises	298	(1)
Action Plan	298	(3)
Creative Problem Solving	301	(15)
Self-Assessment Exercise: How Creative Are You?	301	(1)
Scoring and Interpretation	301	(1)
Skill Concepts	302	(4)
What Are the Steps for Interpersonal Problem Solving?	302	(1)
Problem Awareness	302	(1)
Problem Definition	303	(1)
Decision Making	304	(1)
Action Plan Implementation	305	(1)
Follow-Through	306	(1)
How Can Creativity Be Encouraged?	306	(1)
Concept Quiz	307	(1)
Behavioral Checklist	308	(1)
Modeling Exercise	308	(2)
Problems Everywhere	308	(2)
Observer's Rating Sheet	310	(1)
Group Exercises	311	(2)
Group Exercise 1: Dealing with Academic Dishonesty	311	(1)
Group Exercise 2: The Copying Machine	312	(1)
Group Exercise 3: How to Get a Date	313	(1)
Summary Checklist	313	(3)
Application Questions	314	(1)
Reinforcement Exercises	314	(1)
Action Plan	314	(2)
Resolving Conflicts	316	(19)
Self-Assessment Exercise: What Is My Conflict-Management Style?	316	(2)
Scoring and Interpretation	317	(1)
Skill Concepts	318	(3)
Resolving Conflicts Relies on Other Interpersonal Skills	318	(1)
Key Conflict Management Skills	318	(3)
Concept Quiz	321	(1)
Behavioral Checklist	322	(1)
Modeling Exercise	322	(3)
New Hire in an Old Culture	322	(3)
Observer's Rating Sheet	325	(1)
Group Exercises	326	(2)
Group Exercise 1: Crisis at Beacon Lights	326	(2)
Observer's Rating Sheet	328	(2)
Group Exercise 2: MIS Mumbo Jumbo	329	(1)
Observer's Rating Sheet	330	(2)
Group Exercise 3: What's the Right Conflict Management Style?	331	(1)
Summary Checklist	332	(3)
Application Questions	333	(1)
Reinforcement Exercises	333	(1)
Action Plan	333	(2)
Negotiation	335	(18)
Self-Assessment Exercise: How Do I Negotiate?	335	(1)
Scoring and Interpretation	335	(1)
Skill Concepts	335	(3)
Bargaining Strategies	336	(1)
Guidelines for Effective Negotiating	337	(1)
Concept Quiz	338	(1)
Behavioral Checklist	339	(1)
Modeling Exercise	339	(2)
What's a Fair Pay Increase for Lisa?	339	(2)
Observer's Rating Sheet	341	(1)
Group Exercises	342	(2)
Group Exercise 1: Who Gets the Overtime?	342	(2)
Observer's Rating Sheet	344	(3)
Group Exercise 2: The Used Car Negotiation	345	(2)
Observer's Rating Sheet	347	(3)
Group Exercise 3: Neighbors	348	(2)
Observer's Rating Sheet	350	(1)
Summary Checklist	351	(2)
Application Questions	351	(1)
Reinforcement Exercises	351	(1)
Action Plan	352	(1)
PART VII: INTEGRATING EXERCISES	353	(16)
Skill Assessment Review	353	(1)
Integrative Exercises	353	(7)
Integrating Exercise 1: Chris Amon and Lee Petty	354	(6)
Evaluation Sheet for Chris Amon	360	(2)
Evaluation Sheet for Lee Petty	362	(3)
Integrating Exercise 2: Team Meeting Demonstration	364	(1)
Evaluation Sheet for Team Meeting Demonstration	365	(3)
Future Action Plans	368	(1)
Appendix A A Guide to Keeping Journals	369	(3)
Appendix B Email Etiquette	372	(6)
Appendix C Exercise Guidelines and Materials	378	(5)
Index	383