Communication in organizations : basic skills and conversation models

Title:

Personal Author:

Molen, Henk T. van der, 1964-

Publication Information:

Hove, East Sussex : Psychology Press, 2005

ISBN:

9781841695563

Subject Term:

Communication in organizations

Business communication

Added Author:

Gramsbergen-Hoogland, Yvonne H., 1964-

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Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010102536	HD30.3 M64 2005	Open Access Book	Book	Searching... Unknown

One of the most important requirements of leadership is effective communication. The idea that some people are natural leaders and that others will never learn to show good leadership is now outdated. It has been replaced by the conviction that leadership and communication skills can be learnt.

Providing a thorough introduction to skilled interpersonal communication, Communication in Organizationsconsists 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 straight-forward 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.

s and giving presentations.

Author Notes

Henk T. Van der Molen is professor of psychology at the Institute of Psychology at Erasmus University Rotterdam, The Netherlands and at the Open University of The Netherlands.

List of tables and figures	p. ix
Preface	p. x
Acknowledgements	p. xii
Introduction	p. 1
Part I Basic communication skills	p. 5
1 Regulating skills	p. 9
Introduction	p. 9
Opening the conversation, setting goals	p. 9
Goal evaluation	p. 10
Closing the conversation	p. 10
2 Listening skills	p. 12
Introduction	p. 12
Non-selective listening skills, minimal encouragers	p. 13
Selective listening skills	p. 14
3 Sender skills	p. 21
Introduction	p. 21
Sender skills - initiative	p. 21
Sender skills - reactive	p. 29
Part II Dialogues	p. 33
4 Interviewing	p. 35
Practical example	p. 35
Introduction	p. 35
Preparation of the semi-structured interview	p. 37
Holding semi-structured interviews	p. 38
5 The selection interview	p. 41
Practical example	p. 41
Introduction	p. 42
Goals	p. 42
Method	p. 43
Basic Attitude	p. 44
Skills in the different phases of the interview	p. 44
6 The job application interview	p. 50
Practical example	p. 50
Introduction	p. 50
Preparation	p. 51
Skills in the job application interview	p. 52
7 The performance evaluation interview	p. 60
Practical example	p. 60
Introduction	p. 61
The performance evaluation interview within the framework of personnel management	p. 61
Goal and conditions	p. 63
Preparation	p. 63
Roles	p. 64
Errors of judgement	p. 64
The performance evaluation interview model	p. 66
8 The personal problems interview	p. 72
Practical example	p. 72
Introduction	p. 72
Diagnosis-prescription model versus cooperation model	p. 73
A dialogue model with communication skills	p. 77
9 Handling complaints	p. 85
Practical example	p. 85
Introduction	p. 85
Listening to the complaint	p. 86
Showing understanding	p. 86
Investigating the practical aspects of a complaint	p. 87
Finding a solution	p. 87
Coming to an agreement	p. 88
10 Breaking bad news	p. 91
Practical example	p. 91
Introduction	p. 92
Two situations	p. 92
Phase 1 Delivering bad news immediately	p. 93
Phase 2 How to deal with reactions	p. 94
Phase 3 Looking for solutions	p. 98
11 The sales interview	p. 100
Practical example	p. 100
Introduction	p. 101
Preparation	p. 101
Structure	p. 102
Communication skills	p. 105
Part III Group conversations	p. 109
12 Decision making	p. 111
Practical example	p. 111
Introduction	p. 111
Phases in the decision-making process	p. 112
Pitfalls	p. 116
Three techniques to develop strategies	p. 118
13 Leading meetings	p. 121
Practical example	p. 121
Introduction	p. 121
Goal	p. 122
Roles	p. 122
Task-oriented and people-oriented behaviour	p. 123
Tasks	p. 124
Structure	p. 126
14 Conflict management	p. 132
Practical example	p. 132
Introduction	p. 132
Characteristics of conflict situations	p. 133
Conflict management behaviour	p. 134
Behaviour that evokes conflict	p. 137
Conflict management conversations	p. 139
Mediation: Conflict management with the help of a mediator	p. 139
A model for conflict management	p. 140
15 Negotiating	p. 144
Practical example	p. 144
Introduction	p. 144
Negotiator's behaviour	p. 144
Negotiation space	p. 145
Negotiation situations	p. 147
Negotiating skills	p. 148
Model for a negotiation conversation	p. 150
16 Giving presentations	p. 154
Practical example	p. 154
Introduction	p. 154
Preparation	p. 155
Giving the presentation	p. 158
Dealing with reactions	p. 161
Appendix A Exercises	p. 164
Appendix B Role play	p. 186
References	p. 192
Author index	p. 195
Subject index	p. 196

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Author Notes

Table of Contents