Communication in Organizations: Basic Skills and Conversation Models, 2nd Edition (Paperback) book cover

Communication in Organizations

Basic Skills and Conversation Models, 2nd Edition

By Henk T. Van der Molen, Yvonne Gramsbergen-Hoogland

Routledge

200 pages | 22 B/W Illus.

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pub: 2018-10-12
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Description

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 The idea that some people are natural leaders and that others will never learn to show good leadership is now outdated. It has been replaced by the conviction that leadership and communication skills can be learnt. This second edition of Communication in Organizations continues to give clear advice and guidance on communicating in a range of different contexts in the workplace.

From handling complaints and breaking bad news to negotiating deals and giving presentations, it explores the building blocks to effective communication skills, nurturing the leadership qualities required in any organization. By defining the abstract concepts of ‘organization’ and ‘communication’, it provides readers with the necessary skills to conduct any conversation on a professional manner. Illustrated with concrete examples throughout, this new edition includes a new chapter on career coaching, with exercises and ideas for role-play to enable the ideas to come alive. The three parts work seamlessly to expand the readers’ conversation skill-set as they progress through the book.

Communication in Organizations is an invaluable resource for students of management and business psychology, as well as those taking courses who are already in the workplace. The practical aspects compliment both introductory and advanced courses in interpersonal communication, leadership and business and professional communication.

Table of Contents

Contents

 

List of tables and figures

ix

 

Preface

x

 

Acknowledgements

xii

 

Introduction

1

PART I

Basic communication skills

5

1

Regulating skills

9

 

Introduction 9

   

Opening the conversation, setting goals 9

Goal evaluation 10

Closing the conversation 10

 

2

Listening skills

12

 

Introduction 12

   

Non-selective listening skills, minimal encouragers 13

Selective listening skills 14

 

3

Sender skills

21

 

Introduction 21

   

Sender skills – initiative 21

   

Sender skills – reactive 29

 

PART II

Dialogues

33

4

Interviewing

35

 

Practical example 35

   

Introduction 35

   

Preparation of the semi-structured interview 37

   

Holding semi-structured interviews 38

 

5

The selection interview

41

 

Practical example 41

   

Introduction 42

   

Goals 42

   

Method 43

   

Basic Attitude 44

   

Skills in the different phases of the interview 44

 

6

The job application interview

50

 

Practical example 50

   

Introduction 50

   

Preparation 51

   

Skills in the job application interview 52

 

7

The performance evaluation interview

60

 

Practical example 60

   

Introduction 61

   

The performance evaluation interview within the framework of personnel management 61

   

Goal and conditions 63

   

Preparation 63

   

Roles 64

   

Errors of judgement 64

 

8

The career interview

xx

 

 

Practical example

Introduction

Aims of the career interview

Distinction between career interview, performance evaluation interview and appraisal interview

Preparation for the career interview

Personal development plan

The career interview model

 

9

The personal problems interview

72

 

Practical example 72

   

Introduction 72

   

Diagnosis-prescription model versus cooperation model 73

   

A dialogue model with communication skills 77

 

10

Handling complaints

85

 

Practical example 85

   

Introduction 85

   

Listening to the complaint 86

   

Showing understanding 86

   

Investigating the practical aspects of a complaint 87

   

Finding a solution 87

   

Coming to an agreement 88

 

11

Breaking bad news

91

 

Practical example 91

   

Introduction 92

Two situations 92

   

Phase 1: Delivering bad news immediately 93

   

Phase 2: How to deal with reactions 94

   

Phase 3: Looking for solutions 98

 

12

The sales or acquisition interview

100

 

Practical example 100

   

Introduction 101

   

Preparation 101

   

Structure 102

   

Communication skills 105

 

PART III

Group conversations

109

13

Decision making

111

 

Practical example 111

   

Introduction 111

   

Phases in the decision-making process 112

   

Pitfalls 116

   

Three techniques to develop strategies 118

 

14

Leading meetings

121

 

Practical example 121

   

Introduction 121

   

Goal 122

   

Roles 122

   

Task-oriented and people-oriented behaviour 123

   

Tasks 124

   

Structure 126

 

15

Conflict management

132

 

Practical example 132

   

Introduction 132

   

Characteristics of conflict situations 133

   

Conflict management behaviour 134

   

Behaviour that evokes conflict 137

   

Conflict management conversations 139

   

Mediation: Conflict management with the help of a mediator 139

   

A model for conflict management 140

 

16

Negotiating

144

 

Practical example 144

   

Introduction 144

   

Negotiator’s behaviour 144

   

Negotiation space 145

   

Negotiation situations 147

   

Negotiating skills 148

   

Model for a negotiation conversation 150

 

17

Giving presentations

154

 

Practical example 154

   

Introduction 154

   

Preparation 155

   

Giving the presentation 158

   

Dealing with reactions 161

 

Appendix A: Exercises

164

Appendix B: Role play

186

References

192

Author index

195

Subject index

196

About the Authors

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. He is (co-)author of more than 20 books and 100 articles and chapters, many which concern professional communication skills training. He was President of the Dutch Psychological Society from 1995-2003.

Yvonne. H. Gramsbergen-Hoogland studied personality psychology at the University of Groningen. Thereafter she joined the faculty of Economics at the Hanzehogeschool of Groningen, where she was a trainer in interpersonal skills, developing several widely used programmes. She is involved as freelance trainer in human resources management and (co-)author of four books.

Subject Categories

BISAC Subject Codes/Headings:
PSY003000
PSYCHOLOGY / Applied Psychology