People Skills, 5th Edition
- Length: 328 pages
- Edition: 5
- Language: English
- Publisher: Red Globe Press
- Publication Date: 2021-03-06
- ISBN-10: 1352012243
- ISBN-13: 9781352012248
- Sales Rank: #0 (See Top 100 Books)
This popular textbook provides an up-to-date guide to the knowledge and skills required for working successfully with people. The book is divided into three key areas of people skills development. Part 1 highlights the importance of personal effectiveness; Part 2 explores core interaction skills including verbal, nonverbal and written; and Part 3 outlines the skills of intervention. Packed with engaging features, each chapter includes practice focus boxes that help connect theory with real-life practice, and exercises that stimulate and challenge the reader.
Whether you’re a social worker, nurse, youth worker, a manager or supervisor, or in any role that involves working with people and their problems, this book will help you to develop your skills and improve your effectiveness.
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
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