دانلود کتاب People Skills

فهرست مطالب :

Contents
List of figures
Preface to the 25th anniversary edition
Acknowledgements
About the author
Introduction
part I Personal effectiveness
Introduction to Part I
Chapter 1 Self-awareness
Introduction
The need for self-awareness
How we affect others
Listening
Practice focus 1.1
Barriers
Bullying
Anger
Mixed messages
How others affect us
Transference
Triggers
Blind spots
Fear
Own needs
Practice focus 1.2
Conclusion
Exercise 1
Developing self-awareness
Questions
Build your knowledge, practise your skills
Chapter 2 Time management
Introduction
What is time management?
How time management works
Organizing your time
Invest time to save time
Practice focus 2.1
Set priorities
Keep a clear focus
Avoid waste
Use of diary
The three-minute rule
Working together
Managing energy levels
Timing
The best person for the job
Practice focus 2.2
The worst-first rule
Take a break
The expanding workload
Be positive
Working together
Conclusion
Exercise 2
Questions
Build your knowledge, practise your skills
Chapter 3 Stress management
Introduction
Pressure and stress
The effects of stress
Practice focus 3.1
Understanding your own potential for stress
Skills and strategies
Practice focus 3.2
Conclusion
Exercise 3
Stress, coping and support
Questions
Build your knowledge, practise your skills
Chapter 4 Information management
Introduction
Receiving information
Correspondence
Forms
Reports
Telephone calls
Emails
Practice focus 4.1
Trade journals and newsletters
Circulars and discussion papers
Information storage, retrieval and disposal
Storage and retrieval
Practice focus 4.2
Disposal
Principles of effective information management
Conclusion
Exercise 4
Information audit
Questions
Build your knowledge, practise your skills
Chapter 5 Assertiveness
Introduction
Becoming assertive
Practice focus 5.1
The limitations of assertiveness
Practice focus 5.2
Conclusion
Exercise 5
Developing assertiveness
Questions
Build your knowledge, practise your skills
Chapter 6 Beating the bully
Introduction
What is the problem?
Practice focus 6.1
How do we deal with it?
Individual responses
Team support
Practice focus 6.2
Organizational responsibility
Legal remedy
Conclusion
Exercise 6
Getting support
Questions
Build your knowledge, practise your skills
Chapter 7 Using supervision
Introduction
What is supervision?
The benefits of supervision
The elements of supervision
Accountability
Practice focus 7.1
Staff development
Staff care
Mediation
Problems and barriers in supervision
Practice focus 7.2
The worker’s responsibility
Conclusion
Exercise 7
Expectations of supervision
Questions
Build your knowledge, practise your skills
Chapter 8 Being creative
Introduction
Understanding creativity
Practice focus 8.1
Developing creativity
Practice focus 8.2
Conclusion
Exercise 8
Developing creativity
Questions
Build your knowledge, practise your skills
Chapter 9 Continuous professional development
Introduction
Why learn?
Practice focus 9.1
The learning process
Barriers to learning
Strategies for learning
Practice focus 9.2
Conclusion
Exercise 9
Developing learning
Action Plan for Learning
Questions
Build your knowledge, practise your skills
Chapter 10 Being realistic and resilient
Introduction
Positive psychology
Practice focus 10.1
Problems with positive psychology
Realism
Practice focus 10.2
Resilience
Conclusion
Exercise 10
Finding the balance
Questions
Build your knowledge, practise your skills
part II Interaction skills
Introduction to Part II
Chapter 11 Valuing diversity
Introduction
Aspects of diversity
Class
Race and culture
Practice focus 11.1
Gender
Sexual orientation
Age
Practice focus 11.2
Disability
Affirming diversity
Conclusion
Exercise 11
Mapping your social location
Questions
Build your knowledge, practise your skills
Chapter 12 Verbal communication
Introduction
Output
Speed
Register
Practice focus 12.1
Tone
Pitch
Loudness
Input
Listening
The environment
Emotional climate
Discrimination
Practice focus 12.2
Promoting effective communication
Clarity
Developmental level
Oppressive language
Conclusion
Exercise 12
Observing communication
Questions
Build your knowledge, practise your skills
Chapter 13 Nonverbal communication
Introduction
How does nonverbal communication work?
Aspects of nonverbal communication
Facial expression
Eye contact
Practice focus 13.1
Posture
Orientation
Proximity
Touch
Fine movements
Gross movements
Practice focus 13.2
Artefacts
Dress
Setting
Direct work
Conclusion
Exercise 13
Observing interactions
Questions
Build your knowledge, practise your skills
Chapter 14 Written communication
Introduction
Why do we rely on written communication?
Types of written communication
Letters
Email
Running records
Referrals
Reports
Assessments
Summaries
Agreements
Review documents
Messages
Practice focus 14.1
Process records
Key issues
Purpose
Relevance
Planning
Confidentiality
Practice focus 14.2
Structure
Clarity
Fact and opinion
Presentation
Access
Conclusion
Exercise 14
Report writing
Questions
Build your knowledge, practise your skills
Chapter 15 Interviewing
Introduction
Before the interview
Time and place
Purpose
Are you the right person?
Linguistic sensitivity
Who should be involved?
Contingency plans
Key skills
Listening
Directing
Partnership
Empowerment
Practice focus 15.1
Use of self
Tolerating silence
Maintaining boundaries
Structure
Summary and feedback
Pitfalls to avoid
Collusive games
Structure blindness
Jargon
Promises
False reassurances
Unfocused chats
Practice focus 15.2
Conclusion
Exercise 15
Planning an interview
Questions
Build your knowledge, practise your skills
Chapter 16 Influencing skills
Introduction
Working in partnership
Practice focus 16.1
Strategies for influencing
Connection
Putting cards on the table
Giving solutions not problems
Practice focus 16.2
Giving feedback
Speaking the same language
Dealing with objections
Listening and empathy
Conclusion
Exercise 16
Influencing Strategies
Questions
Build your knowledge, practise your skills
Chapter 17 Leadership
Introduction
What is leadership?
What leaders do
Practice focus 17.1
Developing leadership
Practice focus 17.2
Conclusion
Exercise 17
Influencing culture
Questions
Build your knowledge, practise your skills
Chapter 18 Handling feelings
Introduction
Other people’s feelings
Practice focus 18.1
Our own feelings
Practice focus 18.2
Conclusion
Exercise 18
Perception check
Questions
Build your knowledge, practise your skills
Chapter 19 Managing conflict
Introduction
Negotiation
Practice focus 19.1
Aggression and violence
Practice focus 19.2
Conclusion
Exercise 19
Trigger points
Questions
Build your knowledge, practise your skills
Chapter 20 Multidisciplinary working
Introduction
Why is multidisciplinary working important?
Practice focus 20.1
Principles of working together
Avoid stereotypes
Understand each other’s roles
Be sensitive to different values, priorities, norms and so on
Avoid hierarchies
Avoid preciousness
Focus on communication
Practice focus 20.2
Conclusion
Exercise 20
Professional stereotypes
Questions
Build your knowledge, practise your skills
part III Intervention skills
Introduction to Part III
Chapter 21 Anti-discriminatory practice
Introduction
Individual practice
Recognizing oppression
Partnership
Practice focus 21.1
Empowerment
The organizational context
Group influence
Practice focus 21.2
Conclusion
Exercise 21
Developing empowerment
Questions
Build your knowledge, practise your skills
Chapter 22 Being systematic
Introduction
Problems of drift and vagueness
Practice focus 22.1
A framework for systematic practice
What are you trying to achieve?
How are you going to achieve it?
Practice focus 22.2
How will you know when you have achieved it?
Conclusion
Exercise 22
Using Systematic Practice
Questions
Build your knowledge, practise your skills
Chapter 23 Assessment
Introduction
Key issues in assessment
Begin with social location
Practice focus 23.1
Legislative and policy requirements
Gathering information
Define the problem
Partnership, not paternalism
Assess situations, not people
Think–Feel–Do
Strengths
Significant changes
Practice focus 23.2
Responding to crisis
Respond to need, not demand
Confidentiality
Separate fact from opinion
Avoid jargon
Avoid vagueness
Set clear objectives and timescales
Conclusion
Exercise 23
The importance of information
Questions
Build your knowledge, practise your skills
Chapter 24 Planning
Introduction
Direction and meaning
Practice focus 24.1
Practice focus 24.2
Responding to need
The life course
Contracts and agreements
Planning as an ongoing activity
Conclusion
Exercise 24
Using Planning
Questions
Build your knowledge, practise your skills
Chapter 25 Decision making
Introduction
Risk and decision making
The decision-making process
Practice focus 25.1
Factors influencing decision making
Information
Time constraints
Clarity about objectives
Hidden agendas
Practice focus 25.2
Management style
Skills
Political pressures
Conclusion
Exercise 25
Using adair’s five stages
Questions
Build your knowledge, practise your skills
Chapter 26 Managing risk
Introduction
Understanding risk
Practice focus 26.1
Meeting the risk challenge
Practice focus 26.2
Conclusion
Exercise 26
Incident and impact
Questions
Build your knowledge, practise your skills
Chapter 27 Review and evaluation
Introduction
Review
Key issues in review
Practice focus 27.1
Evaluation
Effectiveness
Efficiency
The lessons to be learned
Practice focus 27.2
Key issues in evaluation
Common themes
Conclusion
Exercise 27
Reviewing Our Work
Questions
Build your knowledge, practise your skills
Chapter 28 Ending
Introduction
Why endings are important
Empowerment
Workload management
Labelling
Job satisfaction
Transfer
Reasons for ending intervention
Obstacles to ending intervention
Dependency
Practice focus 28.1
Resistance to change on the part of the client
Resistance to change on the part of the worker
Worker satisfaction
Pressure from others
Unresolved feelings
Lack of clarity about objectives
Failure to review objectives
Practice focus 28.2
Disorganization
Conclusion
Exercise 28
Pitfalls and pointers
Questions
Build your knowledge, practise your skills
Chapter 29 Responding to trauma: promoting healing and recovery
Introduction
Defining trauma
Making sense of trauma
Practice focus 29.1
Dealing with trauma
Practice focus 29.2
Conclusion
Exercise 29
Learning about trauma
Questions
Build your knowledge, practise your skills
Chapter 30 Reflective practice
Introduction
What is reflective practice?
Relating theory to practice
Anti-discriminatory practice
The fallacy of theoryless practice
Evaluation
Continuous professional development
Practice focus 30.1
Professional accountability
Inappropriate responses
Practice focus 30.2
Conclusion
Exercise 30
Reflecting on practice
Questions
Build your knowledge, practise your skills
Conclusion
Guide to further learning
Self-awareness
Key text
Other sources
Time management
Key text
Other sources
Stress management
Key text
Other sources
E-learning
Information management
Key text
Other sources
Assertiveness
Key text
Other sources
Bullying and harassment
Key text
Other sources
Supervision
Key text
Other sources
Being creative
Key text
Other sources
Continuous professional development
Key text
Other sources
E-learning
Being realistic and resilient
Key text
Other sources
Diversity/anti-discriminatory practice
Key text
General
Ageism Key text
Other sources
Disablism
Racism
Sexism
Other forms of oppression
User participation
Communication
Key text
Other sources
Interviewing
Key text
Other sources
Influencing skills
Key text
Other sources
Leadership
Key text
Other sources
Handling feelings
Key text
Other sources
E-learning
Handling conflict
Key text
Other sources
E-learning
Multidisciplinary working
Key text
Other sources
Systematic practice
Key text
Other sources
Assessment
Key text
Other sources
Planning
Key text
Other sources
Decision making
Key text
Other sources
Managing risk
Key text
Other sources
Review and evaluation
Key text
Other sources
Ending
Key text
Other sources
Trauma
Key text
Other sources
Reflective practice
Key text
Other sources
References
Index