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 |  موضوع: كتاب The Essential Manager’s Handbook الأحد 28 يناير 2024, 1:36 am | |
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The Essential Manager’s Handbook
The Ultimate Visual Guide to Successful Management
و المحتوى كما يلي :
Contents
Introduction 10Chapter 5
Taking up your leadership role 96
Preparing to lead 98
Focusing your energy 102
Working at relationships 108
Using competencies 112
Providing feedback 118
Learning from feedback 122
Developing yourself 124
Balancing work and life 126
Inspiring and encouraging 128
Chapter 6
Leading through challenges 130
Focusing on the future 132
Enabling change 138
Energizing the team 140
Leading difficult people 144
Balancing targets 146
Improving confidence 148
Learning from entrepreneurs 150
Chapter 7
Developing leaders 154
Investing in the future 156
Coaching for success 162
Adopting new
leadership patterns 164
ACHIEVING HIGH
PERFORMANCE 166
Chapter 8
Knowing yourself 168
Looking in from outside 170
Setting goals 172
Analyzing your strengths
and limitations 174
Developing your brand 176
Planning the future 178Chapter 9
Improving your skills 184
Managing your time 186
Participating in meetings 192
Chairing a meeting 194
Dealing with difficult people 196
Chapter 10
Becoming more effective 198
Reading and remembering 200
Being creative 202
Being confident 204
Making decisions 208
Saying “no” 214
Listening effectively 216
Chapter 11
Becoming successful 218
Networking 220
Working with a mentor 226
Moving on 228
Reviewing your plans 232
EFFECTIVE
COMMUNICATION 234
Chapter 12
Understanding
communication skills 236
Defining communication 238
Overcoming barriers 240
Communicating at work 242
Planning your approach 244
Matching the message 250
Choosing your medium 252
Chapter 13
Speaking and writing 254
Planning your speech 256
Developing visual support 260
Improving your confidence 264
Delivering your speech 266
Becoming a better writer 268
Writing a business letter 274
Using email and
texts effectively 276
Writing reports 280Chapter 14
Communicating with
your team 282
Listening to your team 284
Understanding nonverbal
communication 286
Running briefings
and meetings 288
Communicating
to persuade 290
Managing conflict 292
Chapter 15
Communicating externally 296
Selling 298
Communicating across
countries and cultures 300
Writing for the web 304
Communicating
through social media 306
Running a teleconference 308
Communicating in a crisis 312
Preparing for media interviews 314
Building brands 316
PRESENTING 318
Chapter 16
Planning to present 320
Putting the audience first 322
Presenting and selling 324
Presenting formally 326
Planning the structure 328
Selecting a framework 330
Chapter 17
Taking center stage 334
Creating a first impression 336
Looking confident 338
Holding the audience 344
Calming nerves 346
Speaking powerfully 348
Succeeding with
formal speeches 350
Running the Q&A 356
Answering tough questions 358
Dealing with the media 360
Talking to reporters 362NEGOTIATING 364
Chapter 18
Preparing to negotiate 366
Becoming a negotiator 368
Understanding negotiation
dilemmas 370
Being prepared 372
Designing the structure 376
Chapter 19
Setting your style 382
Defining negotiation styles 384
Defining interest-based
negotiation 386
Negotiating from
the whole brain 388
Creating win-win deals 390
Building relationships 392
Developing mutual trust 394
Negotiating fairly 396
Chapter 20
Conducting negotiations 398
Negotiating with power 400
Making offers and
counteroffers 404
Making concessions 406
Being persuasive 408
Managing impasses 412
Avoiding decision traps 414
Managing emotions 418
Dealing with competitive tactics 422
Closing the deal 424
Chapter 21
Developing your technique 426
Negotiating as a team 428
Dealing with many parties 432
Negotiating internationally 438
Using a coach 444
Being a mediator 446
Learning from the masters 450
Index 452
Acknowledgments 422
Index
A
ability, and performance
46–47
accountability, delegation
43
action plans, time
management 188
administrators 140–141
advantage, competitive
132
advice
giving 217
mentors 226
affirmations 148
agenda 288, 308, 309, 376
agendas, for meetings
195
aggressive behavior 22
agreement, team
performance 39
agreements
international 438
multiparty 432–433
and mutual trust 394
negotiated 424–425
Alessandra, Tony 253
Allen, Elizabeth 257
allies, gaining 437
ambiguity, cultural
differences 303
ambitions 172
analysts 140–141
anchoring and adjustment
416
anger 419, 420, 423
anger, in letters 275
appearance 336–337
appearing confident
206
brand development
176, 177
nonverbal
communication 287
at teleconferences
310
appraisals 50, 54–55, 116,
118, 120–121, 123
Asian negotiations
438–443
assertiveness 22–23,
67
association power 65
assumptions, selfawareness 24–25
audience
feedback 245
gender traits 247
maintaining interest
267
matching messages
250–251
media interviews
314–315
medium choice
252–253
motivation 246,
249, 290
report compilation
280
social media
engagement 307
socioeconomic factors
248
targeting 248–249, 256,
258–259
understanding 245, 246,
250–251, 290–291
authority, delegation
42–43
autonomy, job design
34
B
balancing targets 146–147
bargaining, building power
67
barriers, overcoming
240–241
BATNA (Best Alternative
To a Negotiated
Agreement) 374,
386, 400, 432, 445
benchmarking, problemsolving 203
benchmarks
anchoring and
adjustment 416
competitive tactics 422
opening offers 404
setting 411, 415
benefits, emphasizing 409
blackmail, emotional 423
blocking coalitions 437
boards of directors 326
body language 253, 285,
286–287
appearing confident
206
audience 345
and confidence 340–341
listening skills 216
and problem solving
358
Q&A sessions 357
boundaries, ethical 58–59
brainstorming 104, 202
brand development
176–177
branding yourself 165
brands, building 316–317
breathing 346, 348–349
breathing, appearing
confident 206
bridges, and networking
225
briefings 288–289
building relationships
108–111, 114, 144–145
bullies 23
bundling issues 391, 423
bureaucracy, cultural
differences 439
burnout 126, 136
business cards 223
business letters 274–275
C
calmness 127, 149
cards, business 223
career management 78–79INDEX / 453
career moves 228–231
case studies 332
chairing
meetings 194–195
multiparty talks 433
change
cultural 301
enabling 90, 119, 121,
136–139
integrating 137
locating 132
managing 68–69
pace of 132
spotting signs of 157
channeling energy 346
charisma, power building
64
challenges, leading
through 102–153
clichés 270–271
client relationships 35
closed body language
206
closing
the deal 424–425
a sale 298–299
clothes 337
appearing confident
206
brand development
176, 177
coaches 172, 444–445
coaching 72, 76–77
executive 113
leadership
competences 114
leadership styles 89
for success 162–163
see encouragement;
feedback
coalitions
building, winning
434–435
dealing with many
parties 432–433
power building 67
recruiting partners
436–437
Coca-Cola 317
codes, planning approach
245
cognitive skills 450–451
color
clothes 337
storyboard notes 328
in visuals 261, 262
commitment
building trust 394–395,
411, 441
escalation of 373, 416
communication 88, 94, 95,
128, 378, 443
and accessibility 94,
136, 137
barriers 240–241
and coaching 114
and confidence 148
and cultural diversity
40–41
definition 238–239
effective 250–251
external see external
communication
levels 238
persuasive 290–291
positive regard 72–73
principles 239
problem solving 63
teaching skills
52–53
team management
38–39
question and answer
sessions 92
see writing
competences 112–117,
122, 123, 162
competition
compete or cooperate
dilemma 371, 385
cultural differences
442
escalation avoidance
373
as tactic 384–385,
422–423
competitive advantage
132
complexity, multiparty
432–433
concessions 406–407
and anger and threats
384, 419, 423
small 410, 423
conclusions 326–327, 329
conferences
networking at 222, 224
panel presentations
327
teleconferences
308–311
confidence 204–205,
326, 338–339, 347,
379, 415, 416
confidence, improving
148–149, 264–265, 267
confidentiality, counseling
74–75
conflict
avoidance 443
dealing with 196
management 26–27
292–295
mediation 446–449
resolution 140, 142,
144–145
consensus 429, 441
consensus, decisionmaking 208
consistency 129, 149
contacts, recording
224–225
context, keeping in 362
contingencies 104
continuous development
164–165
contract
closing the deal
424–425
cultural differences
438, 441
negotiators 392–393
cooperate or compete
dilemma 371, 385454 / INDEX
costs 394, 400–401,
450
counseling 72, 74–75
counteroffers 404–405,
416
counterparts
basic agreement with
377
closing the deal
424–425
competitive tactics
422–423
concessions see
concessions
cultural differences
438–443
offers and counteroffers
404–405
risk tolerance 391
self-image 412
thinking style
388–389
trust development
394–395
understanding 372–373,
374–375, 381
cover letters, with reports
280
creativity 140–141, 144, 387,
388–391, 418, 447
decision-making 209
skill development
202–203
credibility 325, 360
crisis management 66, 68
312–313
criteria, decision-making
209
cultural
differences 438–443
diversity 40–41
fit 60–61
culture
brand image 316
cultural differences
240, 287, 300–303
matching organizational
243
Curtis, Carlton 317
customers
brand image
316–317
and competitive
advantage 132
entrepreneurs, learning
from 150–151
feedback 94, 118–119
needs 115, 134–135,
164–165
service 146–147
and social media
307
D
data management 98
deadlines 104, 362, 380,
401, 423
and creativity 203
deadlock 412–413
deal breakers 372, 407
debriefing 106
decision-makers 251
and networking 224
decision-making
208–213, 370, 397,
411, 429
as competence 84, 95,
115, 134
cultural differences
441, 443
decision-tree diagrams
211, 213
and delegation 42
devolving 101, 142,
149
group decisions 209
SWOT test 132–133
traps 414–417
deductive reasoning
331
defusing impasses 413
delegation 24, 42–43, 95,
104–107, 145
“Plan to Delegate” table
106–107
delivery
formal speeches
350–353
pace of 345, 347, 349
desks 339
development
competences as tool
116, 122–123
continuous 164–165
and feedback 118–119,
122–123
leadership 156–165
self 87, 112, 124–125
devolving decision-making
101, 142, 149
diction 349
difficult people 144–145
196–197
dignity, protecting 393,
412, 441
dilemmas 370–371
directors, boards of
326
disengagement 145
distraction 145
distributive fairness
396–397
distributive style
384–385
diversity 40–41
documents, scanning
200–201
due diligence 404, 450
Dyson, James 203
E
effective communication
250–251
effectiveness 200–217
emails 276–279
time management
191
emotions
cultural differences
441, 442, 443
emotion management
250–251, 284INDEX / 455
emotional blackmail
423
emotional choices,
decision-making
212
emotional intelligence
18–21, 90–91, 388–389,
413, 421, 423
emotional problems
74–75
impasse management
412–413
managing 418–421,
450–451
multiparty negotiations
433
empathetic listening skills
217
empathy 20, 88, 89, 115,
369, 371, 421
empowerment 42, 51
encouragement 84, 116,
128–129, 149
and feedback 118–119
and future leaders 157,
162
see coaching
energizing skills 94, 114,
140–143
energy
channeling 346
focusing 102–107
entrepreneurs 150–153
environment, adapting to
242
EQ (emotional intelligence
measurement) 18–19
equality 396
equity 396
errors of judgment
414–417
escalation of commitment
373, 416
ethics 58–59
ethnic diversity 40–41
ethnicity of audience
246
ethnocentrism 302
evaluating projects 213,
215
evaluation criteria,
decision-making 209
example, leading by 86
exit strategy 372, 415
expectations, managing
249
experience
drawing on, and
confidence 205
gaining 174
new job 230, 231
experiential learning 52
experimental self style
388
expertise, building power
64
extemporaneous briefings
289
external communication
brand building 316–317
crisis management
312–313
cultural differences
240, 287, 300–303
media interviews
314–315
selling 298–299
social media 306–307
teleconferences
308–311
web writing 304–305
extrinsic rewards 49
eye contact 287
and body language
340, 358
listening skills 216
making 342–343, 345,
347, 355
with audience 353
F
facial expression 341, 344
facilitators 140–141
failure, dealing with 84,
105, 128, 150–151
fairness 395, 396–397,
440–441
family life 214
fast-track promotion
schemes 228
fears 346
dealing with 91,
145, 149
feedback
360º 122–123
appraisals 116, 118,
120–121, 123
audience 245
and confidence 338,
347
customers 94, 118–119
delegation 43
and development
118–119, 122–125
goals 38, 42
helping others to
improve 74
hostile 359
job design 34–35
performance appraisal
50, 54–55
personal 171, 204
Q&A sessions 324,
356–357
questionnaires 123
self-awareness 17
feeling self style
388–389
finances 394, 400–401,
450
financial rewards 92
financial targets 146
first impressions 171, 176,
336–337
and selling 299
flexibility, international
communication 303
focusing energy 102–107
following up contacts
224–225
form
letters 275
and structure 328–333456 / INDEX
formality and cultural
differences 438
formal presentations
326–327, 350–355
format, report 280
founders, organizational
culture 60
framework design 376–377
framing and risk 417
future, planning for
132–137
future leaders 95, 157,
158, 162–163
G
gatekeepers 251
networking 225
gender differences 429,
442–443
gender traits, of audience
247
gestures
and confidence 206,
339, 342–343
as emphasis 351
exaggerating 354
use of 287, 311
Glass, David 289
globalization 438–443
and diversity 40
goals 424, 442, 447
feedback 38, 42
mentoring 76
monitoring progress
232–233
ownership of 142
performance appraisals
50, 64–55
personal mission
statement 28
setting 172–173,
178–179
success maps 181,
182–183
team management
32–33
vision statement 181
Goleman, Daniel 18
good guy/bad guy tactics
422
grammar 271, 272–273
grooming 337
ground rules 377,
380–381
group decision-making
209
group dynamics 98, 140,
142
groupthink problems
431
growing with your role
94–95
H
hand gestures see
gestures
handshakes 343
hazards 372, 379, 429
hierarchy of needs
46–47
high-performing teams
36–39
holding an audience
344–345
honesty
dilemma 371
team management
37
humility, and international
communication 303
humor 393
in letters 275
in speeches 267
I J
Iacocca, Lee 36
ideological differences
438–441
image, brand 316
impasse management
412–413
implementation
424–425
implementation plan,
decision-making
213
impression management
65
inductive reasoning
331
influence, in coalitions
434–435
influencers, networking
224
influences 26
informal interaction
393, 438
information
complexity 432
decision-making 208,
209, 211
and decision trap
avoidance 415, 417
mind maps 201
as power 372,
400–401
primary 381
sharing 384, 387,
395, 402, 447
reading skills 200–201
information management
87, 98, 100, 119, 378
knowledge-sharing 115
see learning
innovation
as competence 138–139,
153, 163
continuous 115
inspiration, providing
128, 138, 162, 164
instinct, and choice of
medium 252
instrumental values 27
integrative style 384–385,
447
integrity 403, 437
intelligence, emotional
90–91
interactional fairness
397
interactivity 345INDEX / 457
interest-based
negotiations 386–387
international
communication 240,
287, 300–303
international negotiations
438–441
internet communication
304–305
social media 306–307
interpersonal
communication 238
interruptions 354
dealing with 191
interviews
media 314–315,
360–363
new job 231
performance appraisal
54–55
intonation 341, 348, 358
intrapersonal
communication 238
intrapreneurship 151
intrinsic rewards 48, 49
introductions 328–329
networking 222
intuitions 369, 370
jargon 270–271, 277
jewelry 337
job
descriptions 174
design 34–35
satisfaction 172–173,
228–229
titles 178, 231
journaling 125
journals 17
judgment errors 414–415
K
key decision-makers 251
key points
conclusions from 329
emphasizing 345, 348
identifying 323, 327
summarizing 357
key relationships 111
knowing yourself
brand development
176–177
future planning
178–183
goal setting 172–173
other people’s
perceptions 170–171
strengths and
limitations 174–175
knowledge, as personal
strength 174–175
knowledge levels 250
knowledge-sharing 115
see information
management
L
labor market diversity 40
language
body 253, 285,
286–287
choice of words 322,
350
cultural differences 241
defensive 356
formal presentations
350–351
intonation 341, 348,
358
organizational culture
60
leadership
building power 64–67
career management
78–79
challenges 132–153
and change see change
coaching and mentoring
72, 76–77
competences see
competences
development 156–165
ethics 58–59
expectations 101
feedback see feedback
growing with your role
94–95
helping others to
improve 70–75
leading from within
86–93
management
differences 85
managing change
68–69
organizational culture
60–61
patterns, adopting new
164–165
planning for future
132–137
problem solving
62–63
qualities in others,
recognizing 157
research 98, 115
self-development
124–125
skills 228
stages 157–159
targets see targets
and teams see teams
transitions 157,
158–161
vision see vision
learning
by experience 52
from entrepreneurs
150–153
from feedback see
feedback
from stories 110
see information
management
leaving the table 419,
450
lecterns 339
legal systems 375,
438–441
letters
business letters
274–275
cover letters 280458 / INDEX
form letters 275
see writing
life principles 84
life, work-life balance
126–127, 214
likeability 403
limitations, knowing
yourself 174–175
links, networking
225
listening skills 216–217,
284–285
lists 330, 333
looking at audience
see eye contact
M
majority rule (team) 429
management, leadership
differences 85
management styles
24–25
manipulative tactics
422–423
Maslow, Abraham 46–47,
248
mass communication
238
master negotiators
450–451
McGregor, Douglas 24
media interviews 314–315,
360–363
mediation 446–449
medium, choice of
252–253
meetings 288–289
agendas 195
chairing 194–195
dealing with difficult
people 196
minute taking 193, 194
networking 221, 223,
224–225
participation in
192–193
preparation for 192
memorandums of
understanding 438
memorized presentations
264, 298
mentoring 72, 76–77
mentoring see coaching
mentors 226–227
Merck & Company 312
mergers 110
messages
matching to audience
250–251
planning approach 245
microphones 354, 358
milestones, team
management 38
Milgram, Stanley 220
mind maps 201
minuting meetings 193,
194
mission statements
28–29
mixed-motive tactics 385
monitoring progress
232–233
motivation
audience 246, 249
cultural diversity 41
losing 145
management styles
24–25
motivating others
46–51
performance appraisal
54
persuasive 290
and professional
development 92
movement, effects of
340–342, 355
moving on 228–231
multiparty negotiations
432–437
mutual trust, team
management 37
Myers Briggs psychometric
test 170
N
names, remembering
99, 201
narratives (stories) 332
navigation aids, websites
305
needing the deal 400–401
needs, hierarchy of 46–47
negative
approach 418–421, 443
behavior, in difficult
people 197
thoughts 204
nerves 339, 341, 342,
346–347
networking 220–225
new job 228–231
nibbling tactic 423
“no”
cultural differences
in meaning 302
saying 214–215
noise
message traffic and
planning 245
reduction 239
nonverbal communication
253, 285, 286–287
nonverbal messages 340
notes 328
briefings and meetings
289
confidence
improvement 264
speech planning 259
numbered lists 330
O
objectives 372, 434–435
obligations, service level
agreements 146
offers 404–405, 416
opening presentations
325, 328
openness, team
management 38
operational thinking 86INDEX / 459
opinion leaders 251
opportunity dilemma 370
organizational culture
60–61
organizational growth
95
other-awareness 160
outline of speech 259
overconfidence 379, 415,
416
overpowering behavior,
difficult people 197
ownership of goals 142
P Q
pace of delivery 345, 347,
349
panel presentations 327
paperwork see lists; notes
paperwork, time
management 189
participant–observers,
team management 38
passive behavior 22
pauses 345, 348, 351
PDF files 305
performance
appraisals 50, 54–55
coaching 72, 76–77
feedback see feedback
helping others to
improve 70–75
high-performing teams
36–39
motivation see
motivation
reviews 116, 118,
120–121, 123
personality types 22
personal mission
statements 28–29
personal problems,
counseling 75
personnel selection
106–107
persuasion 408–411
use of 290–291
physiological needs 46
pitch, quick 325
planning
briefings and meetings
288
career management
79
detailed 244–249
future 178–183
report 280
resolution, and difficult
people 196
review 232–233
speeches 256–259
team management
38–39
teleconferences 308
time management
187, 188
Platinum Rule 253
podiums 345, 354–355
poise, maintaining 358
poker face 418–419
political issues 439
politicking, building power
65
portfolio careers 164–165
positive
approach 418–419,
420
regard 72–73
reinforcement 48
thinking 204–205
posture 339, 340, 357
and confidence 206
power
building 64–67
devolution 101, 142,
149
information as 372,
400–401
negotiating with
400–403
sources of 374,
408–409, 435
PowerPoint 260, 263, 264
practice see rehearsals
prejudice, banishing 240
preparation 368–381,
392, 429, 449
presentations
selling 298–299
speech delivery
266–267
speech planning
256–259
visual support 260–263
prioritizing tasks
balancing 138, 146–147
delegating 95, 104–107,
145
time management
102–103, 104
problem solving 62–63,
84–85, 140, 202–203
mentors 226
procedural complexity
432–433
procedural fairness
397
processes, structuring
370, 378–381
progress, monitoring
232–233
projects, evaluating 213,
215
promotion 228, 229
props 339
psychological traps 379
psychometric tests 170
psychosocial process
378–379
Quaker Oats 317
qualifications 182, 230,
231
questionnaires
feedback 123
personal 171
questions
holding an audience
344–345
open questions 22
panelist 327
Q&A 324, 356–357
tough 358–359
quick pitch 325460 / INDEX
R
rapport 340
networking 223
rational process 369, 418,
420
rational self 388–389
reading from scripts
350–351, 353, 355
reading skills 200–201
reasoning 331
reasons, understanding
386
reciprocation 395,
406–407
record-keeping 252
recording contacts,
networking 224–225
recruitment, and cultural
diversity 41
reflection, self 124–125
regulatory bodies
326–327
rehearsals
teleprompters 353
rehearsing speech 264,
289
reinforcement, positive
48
relationships
building 108–111, 114,
144–145, 384, 392–393,
424–425
client 35
cultural differences
440–443
emotional intelligence
(EI) 19
helping others to
improve 72
master negotiators
450–451
mentors 226–227
multiparty negotiations
432–437
mutual trust 394–395
networking 220–225
offers and counteroffers
404–405, 416
remembering names 201
reporters, media
interviews 360–363
report writing 280–281
reputation 395
research 372, 375, 415
audience 322
leadership 98, 115
media interviews 314,
speech planning 256
target audience habits
306
resistance to change 68
resources as power
400–401
response time
business letters 274
emails 278
responsibility
career management 79
taking 86, 105, 159, 160
results
achieving 114, 126, 136,
146–147
and coaching 162
résumé 178, 228, 231
reviewing plans 232–233
reviews, high-performance
teams 37
rewards 24, 48–49
rewards, team 92
risk-averse style 389, 391,
417
risk, decision-making 213
rituals 346
role models
coaching and mentoring
77
mentors as 227
organizational culture
60
roles
mediator 446–449
psychosocial process
379
role play 445
team members 431
rules 377, 380–381
S
safekeeping self 389
safety needs 46
sales presentations 325,
331
“saving face” 393, 412, 441
saying “no” 214–215
scanning, reading skills
200
scenario role play 445
Schultz, Howard 316
scripted briefings 289
scripts, reading from
350–351, 353, 355
self-actualization needs
47
self-assessment 112–113,
116
self-awareness 89, 122,
125, 162
assertiveness 22–23
career management 78
clarifying your values
26–27
development 16–17
emotional intelligence
(EI) 18–21
personal mission
statements 28–29
teaching skills 52
self-belief 338
self-confidence 148–149
self-development 124–125
self-esteem 50
self-image 412
self-knowledge 90, 149
self-management,
emotional intelligence
20
selling 298–299
and social media 307
senses 240, 249
sentence construction
270–273
service level agreements
146
setbacks, learning from
28INDEX / 461
7-38-55 rule 341
shoes 337
sight-lines 339
skills
analysis 174–175
chairing meetings
194–195
coaching to improve
444–445
cognitive 450–451
dealing with difficult
people 196–197
decision-making see
decision-making
effectiveness 200–217
job design 34–35
leadership 228
listening 216–217
meetings 192–193
networking 220–225
new job 228–231
reading 200–201
teaching 52–53
time management
186–191
Skype, teleconferences
310
slides 341
small numbers bias 417
SMART
goals 32–33
objectives 120–121
social
awareness, emotional
intelligence (EI) 21
complexity 433
needs 47
skills 450
socializing 392
socioeconomic factors
248
sound bites 362
South American
negotiations 442–443
speeches
confidence building
264–265
delivering 266–267
planning 256–259
preparing 258–259
teleconferences 311
visual support 260–263
writing 268–273
see presentations
stability, maintaining 138
stages of leadership
157–159
stakeholders
and change 138–139
inclusion of 375, 425,
436
key 111
relationships with
108–111
trust building
148–149
standing up 358
Staples 257
Starbucks 61, 316
status, of audience 248
stereotypes
audience 245
as barriers 241
sticky notes 328
stories 332
learning from
108–111
storyboards 328
strategic thinking 86
strategy
bargaining 397
dilemma 370
exit 372, 415
group 428–429
tailoring 375
stress 346–347
stress management 125,
127, 136, 157
structure design 376–381
structure and form
328–333
Stuart, John 317
style, adapting 242–243
styles of negotiation
384–385
subcultures 301
substance, in speeches
256
success
celebrating 136
confidence
improvement 148–149
energizing skills 94,
114, 140–143
entrepreneurial,
learning from
150–153
and key stakeholders
111
maps 181, 182–183
visualizing 338, 347
see coaching; vision
summaries
report writing 280,
281
teleconferences 311
websites 305
sunk costs 400–401,
450
support groups 29
supporting evidence 258,
259
SWOT analysis 175
symbols, of vision 148
T
tactical thinking 86
tactics, competitive
384–385, 422–423
targeted communication
248–249
targets 112, 138,
146–147
tasks
job design 34–35
see prioritizing tasks
teaching skills 52–53
team communication
briefings 288–289
conflict management
292–295
effective listening
284–285462 / INDEX
telephone calls,
time management
190
teleprompters 353
terminal values 27
test audience 152
thinking
creative 418
long-term 393
straight 379
strategically 374,
450
styles 388–389, 87,
140
time 190
three-level structures
328–329
360-degree feedback 171
time
decision time 429
impasses and time out
413
information gathering
415
issue bundling 391
and negotiating strategy
374
pressure 423
sensitivity and cultural
differences 438
temporal process
378–379
timekeeping 326–327
timelines 333
time logs 186–187
time management
186–191, 102–103,
104
see prioritizing tasks
tone of voice 341, 348,
352, 358
touching, cultural
differences 287
touchstones 357
trade-offs 391, 430, 432
training,
career management
79
media interviews
360–361
transitions, leadership
157, 158–161
traps
decision-making
414–417
psychological 379
trust
building 394–395, 411,
434–435, 441
and counseling 74
dilemma 371
mutual 394–395
team management 37
U V
unresponsive behavior,
difficult people
197
value-claiming behavior
384–385, 421
value creation 368, 371,
372, 391, 395, 407
values
brand image 317
clarifying 26–27
conflict management
26–27, 292
cultural differences
300, 301
personal mission
statements 28–29
values and objectives
89, 92–93, 112–113
venue choice 377
verbal techniques
see language
virtual teams 164
vision
brand image 316
and coaching 114
delivering messages
148
and growth 94–95
inspiration, providing
128, 138, 162, 164
nonverbal,
understanding
286–287
persuasive
communication
290–291
team management
communication
38–39
delegating 42–45
goals and planning
32–33
high-performing teams
36–39
job design 34–35
motivating others
46–51
performance appraisal
50, 54–55
team negotiations 376,
393, 428–431, 442
teams
building relationships
with 108–111
choosing 140–141
conflict resolution 140,
142, 144–145
difficult people, dealing
with 144–145
energizing skills 94,
114, 140–143
feedback see feedback
group dynamics 98,
140, 142
inspiration, providing
128, 138, 164
leadership skills
228
newcomers 141
personnel selection
106–107
rewards 92
virtual 164
work-life balance
126–127
technical ability 174
teleconferences
308–311INDEX / 463
writing
business letters
274–275
clarity 269
clichés and jargon
271
cover letters 280
emails and texts
276–279
form letters 275
grammar 271, 272–273
improving 268–271
as permanent record
252
reader’s needs, meeting
272
reports 280–281
right order 270
social media sites
307
websites 304–305
written agreements
425
X-style and Y-style
managers 24–25
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