Communication in organizations
Subtitle: basic skills and conversation models
By: Henk T. van der Molen and Yvonne Gramsbergen-Hoogland.
Contributors: Gramsbergen-Hoogland, Yvonne H., 1964-
Publisher: Psychology Press
Published: 2005
Place of publication: New York, NY
Language: eng
Subjects: Communication in organizations; Business communication
Notes: Includes bibliographical references and index.
"Simultaneously published in the USA and Canada."
Table of contents: title: Introduction; title: Basic communication skills; title: Regulating skills; title: Introduction; title: Opening the conversation, setting goals; title: Goal evaluation; title: Closing the conversation; title: Listening skills; title: Introduction; title: Non-selective listening skills, minimal encouragers; title: Selective listening skills; title: Sender skills; title: Introduction; title: Sender skills - initiative; title: Sender skills - reactive; title: Dialogues; title: Interviewing; title: Introduction; title: Preparation of the semi-structured interview; title: Holding semi-structured interviews; title: The selection interview; title: Introduction; title: Goals; title: Method; title: Basic attitude; title: Skills in the different phases of the interview; title: The job-application interview; title: Introduction; title: Preparation; title: Skills in the job-application interview; title: The performance evaluation interview; title: Introduction; title: The performance evaluation interview within the framework of personnel management; title: Goals and conditions; title: Preparation; title: Roles; title: Errors in judgement; title: The performance evaluation interview model; title: The personal problems interview; title: Introduction; title: Diagnosis-prescription model versus cooperation model; title: A dialogue model with communication skills; title: Handling complaints; title: Introduction; title: Listening to the complaint; title: Showing understanding; title: Finding out the practical aspects of the complaint; title: Finding a solution; title: Coming to an agreement; title: Breaking bad news; title: Introduction; title: Situations; title: Phase 1: Delivering bad news immediately; title: Phase 2: How to deal with reactions; title: Phase 3: Looking for solutions; title: The sales interview; title: Introduction; title: Preparation; title: Structure; title: Communication skills; title: Group conversations; title: Decision-making; title: Introduction; title: Phases in the decision-making process; title: Pitfalls; title: Techniques to develop strategies; title: Leading meetings; title: Introduction; title: Goal; title: Roles; title: Task-oriented and people-oriented behaviour; title: Tasks; title: Structure; title: Conflict management; title: Introduction; title: Characteristics of conflict situations; title: Conflict management behaviour; title: Behaviour that evokes conflict; title: Conflict management conversation; title: Mediation: conflict management with the help of a mediator; title: A model for conflict management; title: Negotiating; title: Introduction; title: Negotiator's behaviour; title: Negotiation space; title: Negotiation situations; title: Negotiating skills; title: Model for a negotiation conversation; title: Giving presentations; title: Introduction; title: Preparation; title: Giving the presentation; title: Dealing with reactions; title: Exercises.