The Interpersonal Skills Toolkit: A Trainer's Guide / Edition 1

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Between listening, debating, persuading, explaining, and inspiring, some form of interpersonal contact makes up a large portion of every employee's workday. Without the skills needed to work well with others in a face-to-face situation, no one would be able to get any work done!

Here to help is The Interpersonal Skills Toolkit. Loaded with thirty-six exercises designed to give trainers an edge in instructing employees in the art of effective communication, this book goes beyond the basics, and provides lessons on:

• Resisting subtle manipulation

• Resolving big differences of opinion on matters such as policy or strategy

• Defusing other people's anger

This book gives trainers and managers the edge they need in enhancing communication among coworkers.

Author Terry Gillen is a consultant, trainer and author. He is a Fellow of the Chartered Institute of Personnel and Development and a Member of the Institute of Management.

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Product Details

  • ISBN-13: 9780814471241
  • Publisher: AMACOM Books
  • Publication date: 11/1/2001
  • Edition description: LOOSE LEAF
  • Edition number: 1
  • Pages: 320
  • Product dimensions: 11.87 (w) x 11.67 (h) x 2.73 (d)

Meet the Author

Terry Gillen (Hertfordshire, UK) is a Fellow of the CIPD and Member of the Institute of Management. He is a regular contributor to People Management.

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Table of Contents

Part I: Commentary

Part II: Handouts

A. The three principles of interpersonal skills

B. Behavior triggers and responses

C. Probing and listening

D. Assertiveness

E. Manipulation techniques and how to resist them

F. Controlling your emotions in tricky situations

G. Defusing other people's anger

H. Resolving conflict and disagreement

I. Communicating change--the winners/losers matrix

J. Influencing people subconsciously

K. Removing the mystique from body language

L. Building rapport quickly and easily

M. Interpersonal skills in groups

N. Persuasive selling

O. Skillful negotiating

P. Powerful presentations

Q. Stepping-stone planning

R. Implementing what you have learned

Part III: Exercises

Introductory Exercises

The importance of interpersonal skills

The skills you need to succeed

Your self-assessment questionnaire

Your interpersonal skills appraisal

Fundamental Skills

Getting closer to the outcome you want

Triggering the response you want

Positive principles of interpersonal skills

Effective probing

Assertiveness Skills

The four behaviors

Understanding assertive behavior

What are you rights?

The four key assertive behaviors

What makes us behave the way we do?

Assertiveness tricks of the trade

More Complex Skills

Resisting manipulation

Controlling your emotions

Defusing other people's anger

Resolving differences

Resolving conflict

Communicating change

Influencing people subconsciously

Body Language Skills

Removing the mystique from body language

Appraising your body language

Rapport-building Skills

Building rapport quickly and easily

Avoiding inadvertent irritators

Group skills

Assessing your group skills

Your group skills appraisal

Influencing group discussions (I)

Influencing group discussions (II)

Selling and Negotiating SkillsSelling services and ideas

Skillful negotiating

Resisting negotiating ploys and gambits

Presentation skills

Giving powerful presentations

Powerful sales and proposal presentations

ImplementationBuilding confidence

Overcoming the implementation problem"

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