Working PeopleSmart: 6 Strategies for Success

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Berrett-Koehler Publishers, Jul 1, 2004 - Business & Economics - 216 pages
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Bringing out the best in others is good business. When we bring both respect and interpersonal savvy to our work relationships, we do more than make people feel good. We enhance personal and organizational performance. And as the workplace grows more complex and competitive, managing our work relationships becomes even more essential and difficult. Now more than ever we need to work people smart. Working PeopleSmart describes the six core strategies used by people-smart individuals and shows how to apply them in the toughest workplace situations. Individuals who are people smart know how to open others up rather than make them defensive or resistant. They have a knack for diffusing tension rather than creating it. They set a good example through their own behavior on the job and can inspire and influence others with less developed skills. Working PeopleSmart can serve as your virtual coach to guide you through difficult work relationships skillfully. How do you deal with a critical colleague? Make your boss listen to you? React to an offensive joke? Get the resources you need? The authors look at over 50 real-life situations and offer people-smart prescriptions for handling them effectively. They provide coaching tips for each scenario and describe exactly what a people-smart response sounds like. As two psychologists with both organizational and clinical expertise, coauthors Mel Silberman and Freda Hansburg are highly qualified to deliver the message that we can emerge from even the toughest interpersonal moments on the job with dignity and grace. Where other books rely on typologies that categorize people according to their interpersonal styles and then offer advice on how to deal with each type, the strategies described in Working PeopleSmart are straightforward and universal. They can be used immediately to deal with any type of person or any situation, no matter how difficult or sensitive.
 

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Working PeopleSmart: 6 Strategies for Success

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The co-authors of PeopleSmart share tips and strategies for interacting with, relating to and understanding the behaviors of other people in the workplace in order to bring "out the best in others on ... Read full review

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Contents

Preface
Introduction
Five Coaching Tips to Understand Other People Better
Looking at Challenging People as Anxious People
When a CustomerIs Furious
When You Become theBoss of Former Colleagues
Understanding YourBosss Priorities
Responding to a Critical Coworker
Coaxing Praise Out of aStony Boss
When a Team Is Shorton Feedback
When a Staff MemberNeeds Grooming
Delivering YourResignation
Dealing with Gossip
Opening a Clam
When Your Boss GivesYou a Verbal Warning
Handling a ChronicComplainer

When SomeonesPerformance Is Slipping
When an UnfamiliarAccent Interferes withYour Understanding
When Someone Is aMystery Youd RatherNot Solve
The Ability to Be Understood
Four Coaching Tips for Including the Listener
Making ComplicatedAssignments Clear
When the ClockIs Running
When Someone DoesntSpeak the GroupLanguage
When You Owean Apology
When You Dont BelieveThey Get It
When Your Boss Has NoTime to Listen
Announcing UnpopularPolicies
Making an EffectivePresentation
When People TuneYou Out
Stand Behind What You Say
Focus on the Problem Not the Person
Assertiveness Begins Within
Guidelines for Asserting Your Needs
When Your Boss AsksToo Much
Getting Coworkers toPull Their Weight
When You Lose Your Coolwith Subordinates
When a Colleague MakesUnwanted Overtures
When the Boss Isa Bully
Dealing with anUnderachiever
When a Coworker Failsto Follow Through
When the Boss Asks Youto Do SomethingUnethical
When Someone TellsOffensive Jokes
Four Ways to Encourage Feedback
The Power of Positive Feedback
When Its Your Turn to Be the Mirror
PeopleSmart Persuasion
Disarming Criticism
Surfacing and Resolving Conflict
Responding to aCustomers AngryEmail Message
Asking for a Raise
When Customers DontReturn Calls
When Your Boss SpringsSurprise Assignments
Encouraging aComputerPhobicDirect Report
Making a Pitch for MoreResources
Persuading Customersto Try a New Service
When a ColleagueThwarts Your Needs
When Youre Caught inthe Middle
Ten Things Team Players Do
Observe Whats Going On in the Team
Encourage Creative Problem Solving
Help Build a Climate of Dialogue
Getting the Team Spirit
When Team MembersLock Horns
When People DontParticipate Equally
When Everybody Ison Overload
Coping with Turnover
Getting a Team to ThinkOut of the Box
Collaborating with OtherDepartments
When Your Staff Arein Conflict
Now What?
Index
About the Authors
PeopleSmart Productsand Services
BerrettKoehler Publishers
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