| Document Type
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BL
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| Record Number
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1014912
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| Doc. No
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b769282
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| Main Entry
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Molen, Henk T. van der,1964-
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| Title & Author
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Communication in organizations : : basic skills and conversation models /\ Henk T. Van der Molen and Yvonne H. Gramsbergen-Hoogland.
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| Publication Statement
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Hove [England] ;New York :: Psychology Press,, 2005.
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| Page. NO
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xi, 200 pages :: illustrations ;; 24 cm
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| ISBN
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0203008294
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: 1841695556
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: 1841695564
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: 9780203008294
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: 9781841695556
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: 9781841695563
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| Bibliographies/Indexes
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Includes bibliographical references (pages 192-194) and indexes.
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| Contents
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pt. I. Basic communication skills -- 1. Regulating skills -- Introduction -- Opening the conversation, setting goals -- Goal evaluation -- Closing the conversation -- 2. Listening skills -- Introduction -- Non-selective listening skills, minimal encouragers -- Selective listening skills -- 3. Sender skills -- Introduction -- Sender skills, initiative -- Sender skills, reactive.
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pt. II. Dialogues -- 4. Interviewing -- Practical example -- Introduction -- Preparation of the semi-structured interview -- Holding semi-structured interviews -- 5. The selection interview -- Practical example -- Introduction -- Goals -- Method -- Basic attitude -- Skills in the different phases of the interview -- 6. The job application interview -- Practical example -- Introduction -- Preparation -- Skills in the job application interview -- 7. The performance evaluation interview -- Practical example -- Introduction -- The performance evaluation interview within the framework of personnel management -- Goals and conditions -- Preparation -- Roles -- Errors in judgement -- The performance evaluation interview model -- 8. The personal problems interview -- Practical example -- Introduction -- Diagnosis-prescription model versus cooperation model -- A dialogue model with communication skills -- 9. Handling complaints -- Practical example -- Introduction -- Listening to the complaint -- Showing understanding -- Investigating the practical aspects of a complaint -- Finding a solution -- Coming to an agreement -- 10. Breaking bad news -- Practical example -- Introduction -- Two situations -- Phase 1 : delivering bad news immediately -- Phase 2 : how to deal with reactions -- Phase 3 : looking for solutions -- 11. The sales interview -- Practical example -- Introduction -- Preparation -- Structure -- Communication skills.
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pt. III. Group conversations -- 12. Decision making -- Practical example -- Introduction Phases in the decision-making process -- Pitfalls -- Three techniques to develop strategies -- 13. Leading meetings -- Practical example -- Introduction -- Goal -- Roles -- Task-oriented and People-oriented behaviour -- Tasks -- Structure -- 14. Conflict management -- Practical example -- Introduction -- Characteristics of conflict situations -- Conflict management behaviour -- Behaviour that evokes conflict -- Conflict management conversation -- Mediation : conflict management with the help of a mediator -- A model for conflict management -- 15. Negotiating -- Practical example -- Introduction -- Negotiator's behaviour -- Negotiation space -- Negotiation situations -- Negotiating skills -- Model for a negotiation conversation -- 16. Giving presentations -- Practical example -- Introduction -- Preparation -- Giving the presentation -- Dealing with reactions -- Appendix A. Exercises -- Appendix B. Role play.
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| Abstract
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"Providing a thorough introduction to skilled interpersonal communication, Communication in Organizations consists of three parts. Part I introduces basic communication skills, and makes a distinction between regulating skills, listening skills and sender skills. Part II considers a number of different dialogues: the interview used to gather information, the selection interview, the employment interview, the performance evaluation interview, the personal problems interview, handling complaints, breaking bad news, and the sales interview. Part III is dedicated to conversations in more complex group situations, discussing decision making, conflict management, negotiations, and giving presentations." "Practical examples and concrete conversations are used to give students and professionals straightforward advice on key leadership skills, including motivating people, delegating tasks, leading meetings and overseeing projects. This book will appeal to undergraduate and postgraduate students of psychology as well as those studying business, economics, and the hospitality industry."--BOOK JACKET.
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| Subject
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Business communication.
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Communication in organizations.
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Communication dans l'entreprise.
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Communication dans les organisations.
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85.08 organizational sociology and psychology.
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| Subject
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Business communication.
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| Subject
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Communication in organizations.
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| Subject
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Interne communicatie
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| Subject
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Organisaties
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| Dewey Classification
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658.4/5
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| LC Classification
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HD30.3.M65 2005
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| NLM classification
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85.08bcl
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| Added Entry
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Gramsbergen-Hoogland, Yvonne H.,1964-
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