Index

A

Abstract conceptualization (AC), 19 Academic dishonesty, 316–17 Acceptance, 90 active listening and, 91 Accommodation, 18, 20 Accountability, 141 creation of, 168 mutual, 259–60 Action plan, 71 implementation, 310–11 Action/reaction, 68, 69 Active experimentation (AE), 19 Active facilitative tactic, 207 Active inhibiting tactic, 208 Active listening, 154 acceptance and, 91 passive versus, 90–91 skills, exhibiting, 366 Adaptability, for leaders, 231–32 Affirmative action, 278 Agenda, meetings, 365 Aggressive behavior, 25, 26 Agreeableness, 27, 28 Agreement, change and, 241 Alcohol abuse, counseling for, 155 Allies, developing, 188 American Assembly of Collegiate Schools of

Business, 6 Analysis political diagnostic, 183–86 power, 184 Appraisals, self-performance, 16 Argument, persuasive, 209 Assertive behavior, 25, 26 Assertiveness, 2, 27 in politics, 189 Assertiveness questionnaire, 25–26, 38 interpreting scores on, 25–26 scoring, 25–26 Assimilation, 18, 19, 20 Authority, 2 delegation of, 168 in politics, 189 with subordinates, 205 Autobiography, 14 Avoidance, 325

B

Balance, 20–21 in life, 64 Bargaining in politics, 189 strategies, 340–41 zone, staking out, 340 Behavioral checklist, 40 for change, 243 for coaching, counseling, and mentoring, 157 for conflict resolution, 327 for cross-cultural communication, 124–25 for delegation, 172 for diversity, 280 on emotional intelligence, 64 for ethical decision making, 295 for feedback, 110 for goal setting, 51, 142 for interpersonal communication, 80–81 for leadership style, 225 for negotiation, 343 for nonverbal messages, 97 for persuasion, 212 for politicking, 190 for problem solving, 313 for teamwork, 266 Behaviors aggressive, 25, 26 assertive, 25, 26 assessing, 154 describing, 154 of effective managers, 2–4, 4 leadership, 222 maintenance, 262 message-sending, 85–86 negative feedback and, 109 passive, 25, 26 personal, 262 predicting, 154 recommending, 154 relationship, 222 role, 262 task, 262 task-oriented, 222 unacceptable, 248–49 Benchmarks, 311 Bias, confronting, 92–93 Big Five Personality Questionnaire, 27–29, 39 interpretation sheet, 28 interpreting scores on, 27–29 scores, 27 Blanchard, Kenneth H., 223, 293 Blog, 15–16

Body language, 94 defined, 93 Brainstorming, 312

C

Change in behavior, 155 managing, 236–55 phases of planned, 237–38 promoting, skills for, 238–40 recommending, 154 resistance to, overcoming, 240–42 self-assessment of, 236–37 Character, 49, 55 Civil rights initiative, 278 Clarity of messages, increasing, 77–78 Climate, supportive, 152, 154 Closed-loop system, 311 Closure, in meetings, 366 Coaching, 151–66 defined, 152 feedback, providing, 153–54 hands-on, 224 performance, to improve, 154–55 positive regard, demonstrating, 153 problem source, determining, 152–53 process, 155 self-assessment of, 151 Coalitions forming powerful, 239 in politics, 189 Coercion, change and, 242 Cognitive styles, 29–35 characteristics of, 34 information, perceiving, 33 interpretation of, 32–33 introversion versus extroversion, 33 judgments, making, 33–34 preferences in functioning, 32 scores, 32–35, 39 Collaborative decision style, 155 Commitment, obtaining goal, 140–41 delegation and, 169 expectations, clarifying, 141 managerial support, 140–41 participation, 140–41 rewards, use of, 141 subordinates’ capabilities and, 141 Communication accuracy, 82 change and, 241 confidence, 82 eye contact and, 94 face-to-face, 205 feedback as, 107 gestures and, 94 image, 96

methods, 76–77 mixed signals, 93 nonverbal (See Nonverbal communication) one-way, 81 patterns, 263 posture and, 94 process, 76 tactile, 94 through time, 95 two-way, 81–82 verbal, 93 vocal, 94–95 Compassion, 63 Competence, 224 Complementary skills, for teams, 258–59 Comprehensive learning, 7 Compromise strategy, 325 Concept quiz, 294–95 for change, 242 for coaching, counseling, and mentoring, 156–57 for conflict resolution, 326 for cross-cultural communication, 124 for delegation, 172 for diversity, 279–80 on emotional intelligence, 64 for ethical decision making, 294–95 for feedback, 109–10 for goal setting, 51, 142 for interpersonal communication, 80 for leadership style, 224–25 for negotiation, 342 for nonverbal messages, 96–97 for persuasion, 212 for politicking, 190 for problem solving, 312–13 for self-awareness, 39–40 for teamwork, 266 Conceptual skills, 3 Concrete experience (CE), 19 Confidence, 27 Confidentiality, in counseling, 155 Conflict ethical, 302–3 unethical, 291 Conflict resolution, 321–37 effective, 327 interpersonal skills and, 323 key skills, 323–26 players in, 324 self-assessment of, 321–22 source, 324 style, 323–24, 335–36 Conscientiousness, 28 Consensus, 264 Consequences, of decision making, 291–92 Consistency, 224 Contact groups, 96

Contributions, 55 Convergence, 18, 19–20 Co-optation, change and, 242 Cost-benefit equation, in politicking, 189 Counseling, 151–66 confidentiality in, 155 defined, 152 feedback, providing, 153–54 feelings, clarifying, 155–56 personal problems, resolving with, 155 positive regard, demonstrating, 153 problem source, determining, 152–53 self-assessment of, 151 Creative problem solving, 306–20. See also Problem solving Creativity, encouraging, 311–12 Credibility developing and maintaining, 78–79 establishing, 208 in persuasion, 206 Cross-cultural communication, 120–35 effective, 124–25 gender differences, 122–23 global cultural differences, 121–22 guidelines for improving, 123–24 role, 126–27 self-assessment of, 120–21 Culture communicating across, 120–35 defined, 183 of organizations, 183–84

D

Data, reflection on, 14 Daydreams, written, 14 Debriefing, 54, 55, 82, 111 meeting, 367 Decision making action alternatives, 310 collaborative, 155 criteria, 309 delegation and, 169 ethical, 289–304 (See also Ethical decision making) grid, 310 problem solving and, 309–10 procedures, 263, 264 Delegating leadership style, 222 Delegation abdication, 168–69 accountability and, 168 of authority, 168 benefits from, 169 defined, 168 determinants of, 169–70 duties, allocation of, 168 empowering through, 167–80 feedback and, 171

process, 168 responsibility, assignment of, 168 self-assessment of, 167 skills, 170–71 Description, interpretation versus, 123 Discretion, 170 Distinctiveness, 3 Divergence, 18, 19, 20 Diversity in action, 284–85 defined, 276–78 differences, reinforcing, 279 embracing, 278 equal employment opportunity versus, 276 flexibility and, 279 management programs, 278 motivation and, 279 organizations, promoting in, 278 orientation and training, 279 recruiting, 278 selection, fair, 278 self-assessment of, 275–76 sensitizing employees, 279 squares, 285–86 valuing, 275–88 wheel, 277 Drucker, Peter, 12 Drug abuse, counseling for, 155 Duties, allocation of, 168

E

Education, change and, 241 Effective listening, 90, 91–93 Embezzling, 290 Emotional appeal, 207, 210 Emotional bank accounts, building, 206 Emotional competence, 60 Emotional intelligence, 13 applying, 58–74, 62–64 components of, 60 defined, 59–60 leadership and, 61 performance and, 61 research and, 61–62 self and, 60 self-assessment of, 58–59 Emotional stability, 28 Empathy, 90, 92 cross-cultural communication and, 124 Empowerment, 154 through delegation, 167–80 of employees, 239 Ends, 48 Equal employment opportunity, diversity versus, 276

Ethical decision making, 289–304 criteria for, 295–96 ethical screening, 292–93 in global environment, 294 guidelines for, 291–92 importance of, 290–91 principles for, 293 self-assessment of, 289–90 steps in, 292–93 Ethics importance of, 290–91 poor choices, reasons for, 291 Eulogy, 54 Evaluation, 7 Evaluation sheets, 361–64 for team meetings, 367–68 Evidence, in persuasion, 209 Expectations, clarifying, 141 Experiential learning model, 7–8 External support, providing, 262 Extraversion, 28 Extroversion, 27 introversion versus, 33 Eye contact, 91–92, 94 cultural differences in, 122 in presentations, 211

F

Face-to-face communication, 205 Facilitation communication patterns, 263 decision-making procedures, 263, 264 process interventions, 263 role behaviors, 262 team process, 262–64 Failure, risk of, 311–12 Fear, change and, 240 Feedback, 7–8, 48, 152 authentic, 14 characteristics of, 154 as communication, 107 defined, 107 delegation and, 171 effective, 110 formal, 13 gestures as, 94 goal-oriented, 108 on goals, 139 impersonal, 108 informal, 13 obtaining, skills for, 79–80 positive versus negative, 107 providing, 106–19 self-assessment of, 106 soliciting, 13–14 tailoring, 109

techniques for providing, 108–9 value of, 107 well-timed, 108 Feelings, 33–34 clarifying, 155–56 communicating, 85 Flexibility, diversity and, 279 Focused discussions, maintaining, 366 Followers, leadership and, 223 Formal presentations, 210–11 after, 211 delivery of, 211 planning and preparation, 210–11 Friendliness, in politics, 189 Fundamental Interpersonal Relations

Orientation (FIRO-B) interpreting scores on, 24 scoring, 23–24 scoring key, 23

G

Gate-keeping role, 263 Gender differences, 122–23 George, Bill, 12 Gestures communication and, 94 cultural differences in, 94, 122 isolated, 94 Global cultural differences, 121–22 interactions, 121 nonverbal behaviors, 122 stereotypes, 122 words, meanings of, 121 Goals basics of effective, 138–39 challenging, 138 creating clear, 261 determining, 138–39 feedback and, 139 mutually acceptable, 141 rating, 140 specific, 138 team, 259 time limit for accomplishment, 138 Goal setting, 137–50 coordination requirements, 140 objectives, 139 obtaining commitment, 140–41 performance, measuring, 139 personal, 49 planning, 50 prioritizing, 140 self-assessment of, 46–47, 137–38 steps in, 139–40 strategies for effective, 49–50

target, specifying, 139 time span, 139 Goleman, Daniel, 60 Group formation, 52 team versus, 257–58 Group consensus ranking, 53 Group exercises, 8 for change, 248–49, 251–52 for coaching, 160–61, 163–64 for conflict resolution, 330–31, 333, 335–36 for counseling, 160–61, 163–64 for cross-cultural communication, 129–30, 132–33 for delegation, 175–77 for diversity, 284–86 for emotional intelligence, 68–70 for ethical decision making, 298–99, 301–3 for feedback, 113–15 for goal setting, 53–55, 145–47 for interpersonal communication, 82–83 for leadership style, 229–32 for mentoring, 160–61, 163–64 for negotiation, 346, 348–49 for nonverbal messages, 100–101 for persuasion, 215, 217 for politicking, 194–95, 197–200 for problem solving, 316–18 for self-awareness, 40–41 for teamwork, 269, 271–72

H

Habits, change and, 241 Half-developed ideas, 312 Handclasp, 264 Hands-on coaching, 224 Helping sessions, conducting effective, 153 Hersey, Paul, 223 High-performing teams, characteristics of, 258–60 Human skills, 3

I

Idea clash, encourage, 366 Image communication, 96 Implementation, action plan, 310–11 Impression management, networking skills for, 186 Indispensability, appear, 187 Individual ranking form, 52 Infighting, in teams, 260 Informal mentoring, 156 Information handling, 2 lack, change and, 240 perceiving, 33 Ingratiation, 207 Instrumental values, 48 Integrative exercises, 355–69 Integrity, 223–24 Intelligence, emotional, 13, 59–60 Intelligence quotient (IQ), 59 Intensity, 90 Interpersonal communication choice of, 225 clarity, increasing, 77–78 communication methods, 76–77 credibility, 78–79 ethical, 78 self-assessment of, 75–76 sending, 75–88 skills required for, 77–80 thinking, 33 Interpersonal needs questionnaire, 21–24

FIRO-B, 23–24 Interpersonal problem solving, steps in, 307 Interpersonal skills categories of, 4–5 conflict resolution and, 323 effective management behavior and, 2–4, 4 improving, 12–13 key types, 4–5 learning, 5–9 training, 4–5 Interpretations, 124 Interventions, process, 263 Interviews, self-written, 14 Intimate zone, 96 Intonation, 93, 94–95 Introversion, 27 extroversion versus, 33 Intuition, 33 trusting, 312 Inventories, self-assessment, 16 Involvement, change and, 241

J

Jargon, avoiding, 78 Job performance, 61 Journal writing, 15 Judgments, making, 33–34 feeling, 33–34

K

Kinesics, 93. See also Body language Kolb’s experiential learning model, 7–8

L

Language, simplifying, 77 Leadership style applying, 220–35 behaviors and, 222 charismatic, 184–85 choice of, 229–31

Leadership style (continued) defined, 222 delegating, 222 emotional intelligence and, 61 followers and, 223 male, 122–23 participating, 222 self-assessment of, 220–21 selling, 222 situational variables in, 223–24 telling, 222 transactional, 237 transformational, 237 Learning feedback, 153–54 process, 5–9, 18 Learning style accommodation, 18, 20 assimilation, 18, 19, 20 characteristics of, 20 convergence, 18, 19–20 divergence, 18, 19, 20 learning process and, 18 scores, 18–21, 38 self-awareness questionnaire and, 17–21 Level of control, establishing, 366 Listening acceptance, 90 active, 154 active versus passive, 90–91 effective, 90, 91–93 empathy, 90 intensity, 90 nonverbal messages, 89–105 responsibility, 90 self-assessment of, 89–90 Locus of control, 27, 35–36 interpreting and scoring, 35–36 scores, 39 Logic, in persuasion, 209–10 Logical reasoning, 206–7 Long-term development, mentoring for, 156 Loyalty, 224

M

Maintenance behaviors, 262 Management of change, 236–55 defined, 48 relationship, 60, 61 Managerial support, 140 Managers behaviors of effective, 2–4, 4 communication, 76 delegation and, 169

ethics and, 290 feedback from, 106–7 goal setting and, 138 positive and negative feedback from, 107 Means, 48 Men, communication style of, 122–23 Mentoring, 151–66 choice in, 187–88 feedback, providing, 153–54 informal, 156 for long-term development, 156 positive regard, demonstrating, 153 problem source, determining, 152–53 programs, 152 self-assessment of, 151 Minority decision, 264 Mission statements, personal, 49, 54, 55 Mixed signals, in communication, 93 Modeling, 8 in coaching, 155 Modeling exercise for change, 243–46 for coaching, 157–58 for conflict resolution, 327–28 for counseling, 157–58 for cross-cultural communication, 125–26 for delegation, 173 for diversity, 280–82 for emotional intelligence, 65–66 for ethical decision making, 295–96 for feedback, 110–11 for goal setting, 52–53, 143 for interpersonal communication, 81–82 for leadership style, 225–27 for mentoring, 157–58 for negotiation, 343–44 for nonverbal messages, 97–98 for persuasion, 213 for politicking, 191–92 for problem solving, 313–14 for teamwork, 267 Motivation, 2, 13 diversity and, 279 Mutual accountability, for teams, 259–60 Mutual trust, 78 building, 261 Myers-Briggs Type Indicator (MBTI), 32–33

N

Negative feedback, positive versus, 107 Negotiation, 339–54 bargaining strategies, 340–41 change and, 241 defined, 340 effective, 343

guidelines for, 341–42 sales-credit, 341 self-assessment of, 339 Noncontact groups, 96 Nonverbal communication, 80 cultural differences in, 122 eye contact, 94 gestures, 94 listening, 89–93 posture, 94 reading, 93–96 self-assessment of, 89–90 Norms, 59 change and, 241

O

Objectives clarifying, 308 of goal setting, 139 in leadership style, 224 Observation, 7 Observer’s Rating Sheet, 8, 67, 128, 131 for change, 247, 250 for coaching, counseling, and mentoring, 159, 162 for conflict resolution, 329, 331, 334 for delegation, 174, 178 for diversity, 283 for ethical decision making, 297, 300 for feedback, 112, 116 for goal setting, 144, 148 for interpersonal communication, 84 for leadership style, 228 for negotiation, 345, 347, 350, 352 for nonverbal messages, 99, 102 for persuasion, 214, 216 for politicking, 193 for problem solving, 315 for teamwork, 268, 270 Obstacles, to teamwork, 260–61 overcoming, 261–62 One-way communication, 81 Openness, 224 to experience, 28 Opinions decision making and, 292 openness to, 63 Organizations change and, 241 chart, 356 conflict resolution in, 325 culture of, 183–84 diversity, promoting in, 278 ethics of, 291 goals in, 186 politics in, 182–83

resources in, 182–83, 187 tainted members in, 188 Orientation, diversity and, 279 Overtalking, 92 Overtime, 346

P

Paraphrasing, 92 Parkinson’s law, 140 Participating leadership style, 222 Participation change and, 241 goal setting and, 140–41 in meetings, 366 of subordinates, 171 Passive behavior, 25, 26 Passive facilitative tactic, 208 Passive inhibiting tactic, 208 Passive listening, active versus, 90–91 Peale, Norman Vincent, 293 Perception, 33 intuition, 33 sensing, 33 Performance appraising, 261–62 coaching to improve, 154–55 emotional intelligence and, 61 measurement of, 139 unsatisfactory, 152 Performance contracts accountability, 141 consequences, 141 desired results, 141 guidelines, 141 mutual agreement factors in, 141 resources, 141 Personal behaviors, 262 Personal goal setting, 49 Personality clash, discourage, 366 Personality traits, 27 Personal mission statements, 49, 54, 55 Personal space zones, 95–96 intimate zone, 96 personal zone, 96 Personal zone, 96 Persuasion, 204–19 active facilitative, 207 active inhibiting, 208 credibility, 206 defined, 205–6 as interpersonal skill, 323 passive facilitative, 208 passive inhibiting, 208 presentations, applying in, 210–11 self-assessment of, 204

Persuasion (continued) skills, improving, 208–10 strategies, 206–7 tactics, 207–8 Physical space, communication and, 95 Planned change phases of, 237–38 steps in, 238 Planning, 50 process, 50 Plop, 264 Political skills, 3 Politicking, 181–203 cost-benefit equation and, 189 culture of organizations, 183–84 defined, 182 effective, 186, 190 political action guidelines, 186–88 political diagnostic analysis, 183–86 political strategies, 188–89 power assessment, 184

Reader’s Rating Sheet, 196 self-assessment of, 181–82 Politics, in organizations, 182–83 Polling, 264 Positive feedback, negative versus, 107 Positive regard, demonstrating, 153 Posture, communication and, 94 Power, change and, 241 Power assessment, 184 Power bases, 185 personal, 185 position, 185 The Power of Ethical Management (Peale), 293 Presentations formal, 210–11 persuasion in, 210–11 Private territory, 95 Problem employees, confronting, 63 Problem solving, 2 action alternatives, developing, 310 action plan implementation, 310–11 awareness, 307–8 brainstorming, 312 creative, 306–20 creativity and, 311–12 decision making, 309–10 follow-through, 311 interpersonal, 307 problem definition, 309 rational, 308 self-assessment of, 306–7 Proxemics, 95 in presentations, 211 Punishment, 154 Purpose, of team, 259

Q

Qualifying terms, use of, 123 Questionnaires assertiveness, 25–26, 38

Big Five Personality Questionnaire, 27–29 interpersonal needs, 21–24

R

Rational problem solving, 308 Reader’s Rating Sheet, 196 Reading, nonverbal messages, 89–105 Reasoning logical, 206–7 in politics, 188 Reassurance, providing, 156 Recruiting, diversity, 279 Reflection, 15 journal writing, 15 personal, 15 Reflective observation (RO), 19 Relationship behaviors, 222 Relationship management, 61 as emotional intelligence component, 60 Relationships, building, 63 Research, emotional intelligence and, 61–62 Resentment, change and, 241 Resistance, to change, 240–42 Resolution, conflict, 321–27. See also Conflict resolution Responsibility, 77 accepting, 90 assigning, 168, 310 Rewards goal setting and, 141 in leadership style, 224 Risk, of failure, 311–12 Rogers, Carl, 7 Role behaviors, in teams, 262 Role playing exercises, 355–69 guidelines, 8–9 job interview, 97–98

S

Sales-credit negotiation, 341 Sanctions, in politics, 189 Screening, ethical, 292–93 Selective perception, change and, 240 Self-analysis, 13 Self-appraisal, 12

Self-assessment individual techniques, 14 inventories, 16 of self-awareness, 11–12 Self-authorized agenda, 264 Self-awareness, 60–61 as emotional intelligence component, 60 profile, summarizing, 38–39 self-assessment of, 11–12 steps for increasing, 12–16 Self-awareness questionnaires (SAQ), 17–38 assertiveness, 25–26

Big Five Personality, 27–29 cognitive style, 29–35 interpersonal needs questionnaire, 21–24 learning style, 17–21 Self-disclosure, 78–79 Self-interest, appealing to, 209 Self-leadership, 48. See also Self-management Self-management, 46–57, 61 defined, 48 as emotional intelligence component, 60 Self-performance appraisal, 16 Self-worth, unconditional, 153 Selling leadership style, 222 Semi-private territory, 95 Sensing, 33 Short-term wins, generating, 239–40 Shyness, 27 Situational leadership model, 222, 223 Situational variables, in leadership style, 223–24 Skills. See also Interpersonal skills conceptual, 3 defined, 3 human, 3 political, 3 technical, 3 Skills training, need for, 3–4 Social awareness, 61 as emotional intelligence component, 60 Social network, 186–87 Social proof, 207 Sociogram, 263 Stereotypes, cultural, 122 Stick, change, 240 Strategies, political, 188–89 Structural stability, change and, 241 Structuring, 34 Subordinates authority with, 205 delegation and, 169 Success, measuring, 311 Superintendent, politicking and, 199–200 Support change and, 241

lack of, in teams, 261 providing external, 262 Support group, developing, 50 SWOT analysis, 50

T

Tactile communication, 94 Tag questions, use of, 123 Task behaviors, 262 Task characteristics, in leadership style, 224 Task-oriented behavior, 222 Team resumé, developing, 41 Teams adjourning, 266 common approach for, 259 complementary skills, 258–59 development stages, 264–66 direction for, 260 external support, lack of, 261 forming, 264 goals of, 259 infighting, 260 membership, changing, 262 mutual accountability, 259–60 norming, 265 performing, 265–66 purpose of, 259 responsibilities, shirking, 260 size of, 258 skills gaps in, 260 storming, 265 trust, lack of, 260 Team skills training, 262 Teamwork, 257–74 characteristics of high-performing, 258–60 effective, 266 group versus, 257–58 obstacles, overcoming, 261–62 obstacles to, 260–61 process facilitation, 262–64 self-assessment of, 257 Technical skills, 3 Telling leadership style, 222 Terminal values, 48 Territory, 95 private, 95 semi-private, 95 Theft, 290 Thinking, 33 Time, leadership style and, 224 Time parameters, establishing, 366 TIPS Learning Model, 7 Tone, in persuasion, 208

Training diversity, 279 skills, 3–4 team skills, 262 Transactional leadership, 237 Transformational leadership, 237 Trust bond, establishing, 206 establishing, 307 in intuition, 312 lack of, in teams, 260 in leadership style, 223–24 mutual, 78, 261 Two-way communication, 81–82 Type A personality, 36–38 interpreting scores on, 37–38 scoring, 37, 39

U

Unconditional self-worth, 153 Unethical conflict, 291 Urgency, establishing, 239

V

Values, 48, 55 defining, 52 instrumental, 48 terminal, 48 Verbal communication, 93 Visibility, 187 Vision communicating, 239 developing, 239 Vocal communication, 94–95 Vocal intonation, 94–95 Voting, 264

W

“We-versus-them” situation, 323 Win-win solutions, 342 Women, communication style of, 122–23 Workplace, diversity, 277