Tough talking: how to handle awkward situations
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London
Pitman
1996
|
| Schriftenreihe: | Management solutions
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIII, 224 S. |
| ISBN: | 0273621920 |
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Tough talking
Autor: Martin, David M.
Jahr: 1996
Contents
Introduction xi
1 Making tough talking easy l
4 Manoeuvring warring factions 45
5 Eyeball to eyeball encounters 57
Using criticism constructively 60
Keep it simple 2
Make it clear 3
Avoid ambiguity 4
Gaining ongoing commitment 4
He who communicates, leads 5 vii
Information and communication VII 6 ----
Policies 7
Key techniques for every encounter 15
Managing change 16
Anticipating responses 17
The desired result 18
Hard talking 26
Manipulating meetings 31
Employee dialogue 32
Unwilling delegate 39
Negotiating in meetings 41
Changes 42
£*C
Changing contracts
Theft 67
Compulsive resignations
i Solving performance problems 71
72
The disorganised manager
The barrack-room lawyer
78
The inexperienced supervisor
The addict 81
7 Handling awkward attitudes 85
How to patronise and infuriate people
Making assumptions
Persuasion is better than force
Assumptions may backfire
Insults fail to win favours
„, . 96
Sharp aggression
8 Customer care - firm but fair
103
Pride comes before conciliation
How best to deal with customer complaints
9 Empowering suppliers for added value ll5
117
Joint interests
118
Avoiding confrontation
191
Marshalling the facts
192
People in glass houses ...
Quality problems 124
126
Approaches to problems
127
Accepting responsibility
10 Owners-defusing challenges l29
131
Preserving confidentiality
Contents
Uther requests 132
Ownership in other guises 134
Takeovers 136
Ownership used as a threat 138
Ownership commands little respect 139
11 Managing media pressure 143
Successful media interviews 144
12 Neighbours, nuisances and the good corporate
citizen 159
Parking 161
Relationships with neighbours 164
Landlords and tenants 165
The local community 169
13 Terrors, tears and tantrums 173
The compulsive questioner 174
Making a deal 176
Strikes 179
Tears 181
Serious personal problems 182
Tantrums 184
Illness 185
14 Tough talking tactics 189
Guidelines for successful negotiation procedures 191
Tactics for negotiations 192
Handling temper in negotiations 195
Identifying aims 198
Problem encounter investigation 198
Avoiding repeating a mistake 200
IX
Contents
Disinformation 201
Total communication management 202
Nuisance claims 203
The management of change 204
15 Getting the ground rules right 205
Relationships with employees 207
Relationships with suppliers 208
Relationships with customers 210
Relationships with the public and community 211
Relationships with owners 212
Relationships with the media 213
Rights to respect 214
Summary 215
Index 219
|
| adam_txt |
Titel: Tough talking
Autor: Martin, David M.
Jahr: 1996
Contents
Introduction xi
1 Making tough talking easy l
4 Manoeuvring warring factions 45
5 Eyeball to eyeball encounters 57
Using criticism constructively 60
Keep it simple 2
Make it clear 3
Avoid ambiguity 4
Gaining ongoing commitment 4
'He who communicates, leads' 5 vii
Information and communication VII 6 '----'
Policies 7
Key techniques for every encounter 15
Managing change 16
Anticipating responses 17
The desired result 18
Hard talking 26
Manipulating meetings 31
Employee dialogue 32
Unwilling delegate 39
Negotiating in meetings 41
Changes 42
£*C
Changing contracts
Theft 67
Compulsive resignations
i Solving performance problems 71
72
The disorganised manager
The barrack-room lawyer
78
The inexperienced supervisor
The addict 81
7 Handling awkward attitudes 85
How to patronise and infuriate people
Making assumptions
Persuasion is better than force
Assumptions may backfire
Insults fail to win favours
„, . 96
Sharp aggression
8 Customer care - firm but fair "
103
Pride comes before conciliation
How best to deal with customer complaints
9 Empowering suppliers for added value ll5
117
Joint interests
118
Avoiding confrontation
191
Marshalling the facts
192
People in glass houses .
Quality problems 124
126
Approaches to problems
127
Accepting responsibility
10 Owners-defusing challenges l29
131
Preserving confidentiality
Contents
Uther requests 132
Ownership in other guises 134
Takeovers 136
Ownership used as a threat 138
Ownership commands little respect 139
11 Managing media pressure 143
Successful media interviews 144
12 Neighbours, nuisances and the good corporate
citizen 159
Parking 161
Relationships with neighbours 164
Landlords and tenants 165
The local community 169
13 Terrors, tears and tantrums 173
The compulsive questioner 174
Making a deal 176
Strikes 179
Tears 181
Serious personal problems 182
Tantrums 184
Illness 185
14 Tough talking tactics 189
Guidelines for successful negotiation procedures 191
Tactics for negotiations 192
Handling temper in negotiations 195
Identifying aims 198
Problem encounter investigation 198
Avoiding repeating a mistake 200
IX
Contents
Disinformation 201
Total communication management 202
Nuisance claims 203
The management of change 204
15 Getting the ground rules right 205
Relationships with employees 207
Relationships with suppliers 208
Relationships with customers 210
Relationships with the public and community 211
Relationships with owners 212
Relationships with the media 213
Rights to respect 214
Summary 215
Index 219 |
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| spelling | Martin, David M. Verfasser (DE-588)115212914 aut Tough talking how to handle awkward situations David Martin London Pitman 1996 XIII, 224 S. txt rdacontent n rdamedia nc rdacarrier Management solutions Verhandlungsführung (DE-588)4187777-9 gnd rswk-swf (DE-588)4048476-2 Ratgeber gnd-content Verhandlungsführung (DE-588)4187777-9 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016838458&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
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| title | Tough talking how to handle awkward situations |
| title_auth | Tough talking how to handle awkward situations |
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| title_full | Tough talking how to handle awkward situations David Martin |
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