Working PeopleSmart 6 Strategies for Success

by Silberman, Mel; Hansburg, Freda

• ISBN13: 9781576752081
• ISBN10: 1576752089
• Format: Paperback
• Copyright: 2004-06-03
• Publisher: Berrett-Koehler Publishers

Summary

The demands of organizational success today include: Doing more with less; Bringing people together; & Building leadership. The common denominator among these challenges is the ability to work PeopleSmart. Individuals who are PeopleSmart know how to open others up rather than make them defensive or resistant. They have a knack for defusing tension rather than creating it. They set a good example through their own behaviour on the job and can inspire and influence others with weaker skills. Working PeopleSmart describes the 6 core strategies used by PeopleSmart individuals to deal effectively with customers, colleagues, supervisors, and direct reports and shows how to apply them in the toughest workplace situations.

Author Biography

Mel Silberman is professor of adult and organizational development at Temple University.

Table of Contents

Preface	ix
Introduction	1	(6)
Strategy 1: Be Curious Rather than Furious	7	(30)
Breaking In a New Boss	18	(2)
When a Customer Is Furious	20	(2)
When You Become the Boss of Former Colleagues	22	(2)
Understanding Your Boss's Priorities	24	(2)
Responding to a Critical Co-worker	26	(2)
When Someone's Performance Is Slipping	28	(4)
When an Unfamiliar Accent Interferes with Your Understanding	32	(2)
When Someone Is a Mystery You'd Rather Not Solve	34	(3)
Strategy 2: Include the Listener Rather than Talk at Him or Her	37	(32)
Making Complicated Assignments Clear	48	(2)
When the Clock Is Running	50	(2)
When Someone Doesn't Speak the Group Language	52	(2)
When You Owe an Apology	54	(4)
When You Don't Believe They "Get It"	58	(2)
When Your Boss Has No Time to Listen	60	(2)
Announcing Unpopular Policies	62	(2)
Making an Effective Presentation	64	(2)
When People Tune You Out	66	(3)
Strategy 3: Speak Up (with Tact) Rather than Suffer in Silence	69	(30)
When Your Boss Asks Too Much	80	(2)
Getting Co-workers to Pull Their Weight	82	(2)
When You Lose Your Cool with Subordinates	84	(2)
When a Colleague Makes Unwanted Overtures	86	(2)
When the Boss Is a Bully	88	(2)
Dealing with an Underachiever	90	(2)
When a Co-worker Fails to Follow Through	92	(2)
When Your Boss Asks You to Do Something Unethical	94	(2)
When Someone Tells Offensive Jokes	96	(3)
Strategy 4: Invite Others to Be Your Mirror Rather than Your Blind Spot	99	(28)
Coaxing Praise Out of a Stony Boss	110	(2)
When a Team Is Short on Feedback	112	(2)
When a Staff Member Needs Grooming	114	(2)
Delivering Your Resignation	116	(2)
Dealing with Gossip	118	(2)
Opening a "Clam"	120	(2)
When Your Boss Gives You a Verbal Warning	122	(2)
Handling a Chronic Complainer	124	(3)
Strategy 5: Be Open to Resistance Rather than Fight It	127	(32)
Responding to a Customer's Angry E-mail Message	138	(2)
Asking For a Raise	140	(2)
When Customers Don't Return Calls	142	(2)
When Your Boss Springs Surprise Assignments	144	(2)
Encouraging a "Computer-Phobic" Direct Report	146	(2)
Making a Pitch for More Resources	148	(2)
Persuading Customers to Try a New Service	150	(2)
When a Colleague Thwarts Your Needs	152	(4)
When You're Caught in the Middle	156	(3)
Strategy 6: Think We, Not Me	159	(32)
Getting the Team Spirit	170	(2)
When Team Members Lock Horns	172	(4)
When People Don't Participate Equally	176	(2)
When Everybody Is on Overload	178	(2)
Coping with Turnover	180	(4)
Getting a Team to Think Out of the Box	184	(2)
Collaborating with Other Departments	186	(2)
When Your Staff Are in Conflict	188	(3)
Now What?	191	(6)
Index	197	(8)
About the Authors	205	(2)
PeopleSmart Products and Services	207