Connecting with people Two crucial skills
Publisher: Bookboon
Published: 2013
ISBN-13: 9788740303957
Table of contents: title: Innhold; title: Preface; title: Part One: The two crucial skills; title: Introduction; title: Example of the two crucial skills in action; title: Why are these skills so effective?; title: Empathy; title: How to listen with empathy; title: The difference between empathy and sympathy; title: Common mental habits that get in the way of empathy; title: Frequently asked questions; title: Coaching with empathy; title: Using open questions; title: How to coach; title: Assertiveness; title: How to speak assertively; title: How to make a complaint; title: The assertive ratchet; title: How to use the assertive ratchet; title: How to get people’s attention in a meeting; title: Common mental habits that prevent assertiveness; title: Saying what you want; title: How to realise and say what you want; title: Conclusion of Part One and preparation for Part Two; title: A radically different approach to difficult conversations; title: Part Two: Difficult conversations; title: Giving feedback, or criticism; title: How to give feedback, or criticism; title: Frequently asked questions about praise and criticism; title: Customer support – responding to calls for technical help; title: How to handle calls for technical support; title: Persuasion without argument; title: How to persuade without argument; title: Frequently asked questions about persuasion; title: Handling resistance in a meeting; title: How to handle resistance in a meeting; title: Crucial dos and don’ts when running a persuasive meeting; title: A few other practical points; title: Handling objections when selling; title: How to handle objections; title: Handling complaints; title: How to handle complaints; title: Receiving criticism without being defensive; title: How to receive criticism without being defensive; title: Criticising someone’s idea constructively; title: How to criticise someone’s idea; title: Handling conflict; title: How to handle conflict; title: Negotiating for a win-win agreement; title: How to negotiate a win-win agreement; title: Motivating people; title: How to get someone to do what they have said they will do – by Obstacle Analysis; title: Giving very bad news in a humane way; title: How to give very bad news; title: Getting a busy person’s attention; title: How to get a busy person’s attention; title: Repairing relationships; title: Repairing relationships; title: List of practical guidelines included in the book; title: Reading