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FifthEdition
TRAININGIN INTERPERSONALSKILLSTIPS for Managing Peopleat
Work
Stephen P. RobbinsSan Diego State University
Phillip L. HunsakerUniversity of San Diego
PEARSON
PrenticeHall
PEARSON EDUCATION INTERNATIONAL
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Contents
Preface xxv
PARTI: SELF-AWARENESS 1
CHAPTER 1 Skills: An Introduction 1
Interpersonal Skills and Effective Management Behavior 1
Behaviors 1
Motivation 2
Skills 2
The Need for Skills Training 3
Defining the Key Interpersonal Skills 3
Learning the Skills 4
Can Interpersonal Skills Be Taught? 4
The Importance of Teaching Skills 5
How Do You Teach Skills? 5
Guidelines for Participating in Chapter Exercises 7
Summary and Coming Attractions 8
CHAPTER 2 Self-Awareness: A Point of Departure 11
Self-Assessment Exercise: Assessing Your Self-Awareness 11
Scoring and Interpretation 12
Skill Concepts 12
Why Increase Your Self-Awareness? 12
How to Increase Your Self-Awareness 13
Self-Awareness Questionnaires (SAQ) 17
SAQ 1: Learning Style 17
SAQ 2: Interpersonal Needs Questionnaire (FIRO-B) 20
SAQ 3:Assertiveness Questionnaire 24
SAQ 4: The Big Five Locator Questionnaire 26
SAQ 5: Cognitive Style 30
ix
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X Contents
Summarizing Your Self-Awareness Profile 36
Concept Quiz 37
Behavioral Checklist 38
Group Exercises 38
i Exercise 1: Checking Self-Assessments with Feedbackfrom Others
38
Exercise 2: Developing a Team Resume 39
Summary Checklist 39
Application Questions 39
Reinforcement Exercises 40
Action Plan 40
CHAPTER 3 Self-Management: Clarifying Values, Setting Goals,and
Planning 43
Self-Assessment Exercise: How Well Do I PlanAnd Set Goals?
43
Scoring and Interpretation 44
Skill Concepts 44
What Is Self-Management? 45
What Are Your Values? 45
Personal Goal Setting 46
Personal Mission Statements 46
Strategies for Effective Goal Setting 46
Planning 47
Concept Quiz 48
Behavioral Checklist 48
Modeling Exercise 49
The A lligator River 49
Group Exercises 50
Group Exercise 1: What Are Your Values? 50
Group Exercise 2: Write Your Eulogy 51
Group Exercise 3: Determine Your PersonalMission Statement
52
Summary Checklist 52
Application Questions 52
Reinforcement Exercises 53
Action Plan 53
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Contents XI
CHAPTER 4 Applying Emotional Intelligence 55Self-Assessment
Exercise: What's Your Emotional
Intelligence? 55
Scoring 56
Interpretation 56
Skill Concepts 56
What is Emotional Intelligence? 56
Emotional Competence 57
Self and Other Dimensions of El 57
What Research Tells Us about El 58
What Can You Do To Apply El? 59
Concept Quiz 61
Behavioral Checklist 62
Modeling Exercise 62
Changes in Company Travel Policy 62
Observer's Rating Sheet 65
Group Exercises 66
Group Exercise 1: Action/Reaction 66
Group Exercise 2: Thinking It Through andTalking It Over 67
Group Exercise 3: Head versus Heart 68
Questions for Group Discussion 68
Summary Checklist 69
Application Questions 69
Reinforcement Exercises 69
Action Plan 70
PART II: COMMUNICATING 73
CHAPTER 5 Sending Interpersonal Messages 73
Self-Assessment Exercise: What Are My Message-SendingHabits?
73
Scoring and Interpretation 74
Skill Concepts 74How Do People Communicate? 74
What Skills Are Required to Send Messages Effectively? 75
Concept Quiz 78
Behavioral Checklist 79
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~ XII Contents
Modeling Exercise 79
Sending Messages With and Without Feedback 79
Discussion Questions 81
Group Exercises 81
Group Exercise 1: "A Difference of Opinion" 81
Observer's Rating Sheet 83
Group Exercise 2: Communicating Feelings 84
Instructions 84
Feeling Statements in Interpersonal Situations 84
Group Exercise 3: Your Message-Sending Behavior 84
Summary Checklist 85
Application Questions 85
Reinforcement Exercises 85
Action Plan 86
CHAPTER 6 Listening and Reading Nonverbal Messages
88Self-Assessment Exercise: My Listening Habits 88
Scoring and Interpretation 88
Skill Concepts 89
Active Versus Passive Listening 89
What We Know About Effective Listening 90
Reading Nonverbal Messages 92
Concept Quiz 95
Behavioral Checklist 96
Modeling Exercise 97
Job Interview Role-Play 97
Observer's Rating Sheet 99
Group Exercises 100
Group Exercise 1: Promotion Decision 100
Group Exercise 2: A Debate 100
Group Exercise 3: Computer Breakdown Emergency 101
Group Exercise 4: Interpreting Body Language 101
Observer's Rating Sheet 103
Summary Checklist 104
Application Questions 104
Reinforcement Exercises 104
Action Plan 105
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Contents XIII
CHAPTER 7 Providing Feedback 107
Self-Assessment Exercise: My Feedback Style 107
Scoring and Interpretation 107
Skill Concepts 107
The Value of Feedback 108
Positive versus Negative Feedback 108
What We Know about Providing Feedback 109
Concept Quiz 110
Behavioral Checklist 111
Modeling Exercise 111
How Is Your Instructor Doing? Ill
Instructions 111
Debriefing 112
Observer's Rating Sheet 113
Group Exercises 114
Group Exercise 1: Reviewing the Resident Manager 114
Group Exercise 2: McDonald's on Probation 115
Group Exercise 3: Reining in Barry 116
Observer's Rating Sheet 118
Summary Checklist 119
Application Questions 119
Reinforcement Exercises 119
Action Plan 120
CHAPTER 8 Communicating Across Cultures 122
Self-Assessment Exercise: How Well Do I Communicatewith People
from Different Cultures? 122
Scoring and Interpretation 122
Skill Concepts 123
Global Cultural Differences 123
Different Cultures Interpret, Behave, and InteractDifferently
123
The Same Words Mean Different Things to People from
DifferentCultures 123
The Same Nonverbal Behavior Means Different Things to Peoplefrom
Different Cultures 123
Stereotypes Can Cause Misunderstanding 124
Gender Differences 124
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XIV Contents
Guidelines for Improving Cross-Cultural Communication 125
Assume Differences until Similarity is Proven 125
Emphasize Description Rather than Interpretationor Evaluation
125
Empathize with the Person from Another Culture 125
Treat Your Interpretations as Guesses Until You CanConfirm Them
125
Concept Quiz 126
Behavioral Checklist 126
Modeling Exercise 127
The Jimmy Lincoln Case 127
Worksheet: Jimmy Lincoln Decision 129
Observer's Rating Sheet 130
Group Exercises 131
Group Exercise 1: What Just Happened? 131
Observer's Rating Sheet 133
Group Exercise 2: Being Less Direct 134
Group Exercise 3: The Good Worker 134
Summary Checklist 135
Application Questions 136
Reinforcement Exercises 136
Action Plan 136
PART III: MOTIVATING 139
CHAPTER 9 Goal Setting 139
Self-Assessment Exercise: Setting Goals for Subordinates
Scoring and Interpretation 139
Skill Concepts 140
The Basics of Effective Goals 140
How to Set Goals 141
Obtaining Goal Commitment 142
Concept Quiz 144
Behavioral Checklist 144
Modeling Exercise 145
Setting Goals at State Bank of Vermont 145
Observer's Rating Sheet 147
139
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Contents XV
Group Exercises 148
Group Exercise 1: Goals for Probation 148
Group Exercise 2: New Faculty Goals 149
Group Exercise 3: Coaching Goals 150
Observer's Rating Sheet 152
Summary Checklist 153
Application Questions 153
Reinforcement Exercises 153
Action Plan 154
CHAPTER 10 Coaching, Counseling, and Mentoring 156
Self-Assessment Exercise: Developing People 156
Scoring and Interpretation 156
Skill Concepts 157
Helping Others 157
Determine the Source of the Problem 157
Demonstrate Positive Regard 159
Provide Meaningful Feedback for Learning 159
Coaching to Improve Performance 160
Counseling to Resolve Personal Problems 160
Facilitate Problem Recognition and Solutions 161
Maintain Confidentiality 161
Clarify Feelings and Thoughts 161
Be Supportive and Provide Reassurance 161
Mentor For Long-Term Development 161
Concept Quiz 162
Behavioral Checklist 162
Modeling Exercise 163
Building Problems in Napa Valley 163
Observer's Rating Sheet 165
Group Exercises 166
Group Exercise 1: Confessions of a Sales Manager 166
Group Exercise 2: Helping with a Peer Problem 167
Observer's Rating Sheet 168
Group Exercise 3: Why Is the Camera Out of Focus? 169
Summary Checklist 170
Application Questions 170
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XVI Contents
Reinforcement Exercises 171
Action Plan 171
CHAPTER 11 Empowering People Through Delegation 173
Self-Assessment Exercise: How Do I Delegate to Others? 173
Scoring and Interpretation 173
Skill Concepts 174
What Is Delegation ? 174
Delegation Is Not A bdication 174
Why Delegate? 175
Determinants of Delegation 176
Delegation Skills 176
Concept Quiz 178
Behavioral Checklist 179
Modeling Exercise 179
The Annual Budget 179
Observer's Rating Sheet 181
Group Exercises 182
Group Exercise 1: Park City Toyota 182
Group Exercise 2: The Meeting Substitute 183
Group Exercise 3: The Deadline Has Come and Gone 183
Observer's Rating Sheet 185
Summary Checklist 186
Application Questions 186
Reinforcement Exercises 186
Action Plan 187
PART IV: LEADING 189
CHAPTER 12 Politicking 189
Self-Assessment Exercise: My Attitude Toward
Politicking 189
Scoring and Interpretation 189
Skill Concepts 190
What Is Politicking? 190
Why Is There Politics in Organizations? 190
Political Diagnostic Analysis 191
General Guidelines for Political Action 194
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Contents XVII
Specific Political Strategies 196
Considering the Cost-Benefit Equation 197
Concept Quiz 197
Behavioral Checklist 198
Modeling Exercise 198
The Truck-Trading Problem 198
Observer's Rating Sheet 201
Group Exercises 202
Group Exercise 1: The Bill and Mary Show: Bendixto Morrison
Knudsen 202
Reader's Rating Sheet 204
Group Exercise 2: The Savemore Corporation 205
Group Exercise 3: The New Superintendent 208
Summary Checklist 210
Application Questions 210
Reinforcement Exercises 210
Action Plan 211
CHAPTER 13 Persuading 213
Self-Assessment Exercise: How I Persuade 213
Scoring and Interpretation 213
Skill Concepts 214
What Is Persuasion ? 214
Persuasion Strategies 215
Persuasion Tactics 216
Improving Your Persuasive Skills 217
Applying Persuasive Skills in Formal Presentations 219
Concept Quiz 221
Behavioral Checklist 221
Modeling Exercise 222
The Grade Change 222
Observer's Rating Sheet 223
Group Exercises 224
Group Exercise 1: Personal Persuasion 224
Group Exercise 2: Making Formal Persuasive Presentations 224
Observer's Rating Sheet 225
Group Exercise 3: Trust Walk 226
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XVI11 Contents
Summary Checklist 226
Application Questions 226
Reinforcement Exercises 227
Action Plan 227
CHAPTER 14 Applying Leadership Style 229
Self-Assessment Exercise: What Kind of Leader Am I? 229
Scoring and Interpretation 229
Skill Concepts 230
Leader Behaviors and Styles 230
Followers 231
Situational Variables 233
Concept Quiz 234
Behavioral Checklist 235
Modeling Exercise 235
Leading the Cobra Development Team 235
Observer's Rating Sheet 238
Group Exercises 239
Group Exercise 1: Choosing an AppropriateLeadership Style
239
Group Exercise 2: Leader Adaptability Exercise 241
Group Exercise 3: Case of the Tough Assignment 242
Summary Checklist 243
Application Questions 243
} Reinforcement Exercises 243
Action Plan 244
CHAPTER 15 Managing Change 246
Self-Assessment Exercise: Are You a Change Leader? 246
Scoring and Interpretation 246
Skill Concepts 247
The Phases of Planned Change 247
Skills for Promoting Change 248
Skills for Overcoming Resistance to Change 250
Sources of Resistance to Change 250
Strategies to Overcome the Resistance to Change 251
When Might Resistance to Change Be Helpful? 252
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Contents XIX
Concept Quiz 252
Behavioral Checklist 252
Modeling Exercise 253
MultiPhase Products Company 253
Observer's Rating Sheet 257
Group Exercises 258
Group Exercise 1: "Reshaping Unacceptable Behaviors" 258
Observer's Rating Sheet 260
Group Exercise 2: Improving Performance 261
Group Exercise 3: MediScribe Corporation 262
Summary Checklist 263
Application Questions 263
Reinforcement Exercises 263
Action Plan 264
PARTV: TEAMING 267
CHAPTER 16 Working With Teams 267
Self-Assessment Exercise: What Is My TeamworkStyle? 267
Scoring and Interpretation 267
Skill Concepts 267
Characteristics of High-Performing Teams 268
Small Size 268
Complementary Skills 268
Common Purpose 269
Specific Goals 269
Common Approach 269
Mutual Accountability 269
Obstacles to Effective Teamwork 270
A Weak Sense of Direction 270
Infighting 270
Shirking of Responsibilities 270
Lack of Trust 270
Critical Skills Gaps 270
Lack of External Support 270
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XX Contents
Overcoming Obstacles to Effective Teamwork 271
Create Clear Goals 271
Encourage Teams to Go for Small Wins 271
Build Mutual Trust 271
Appraise Group and Individual Performances 271
Provide the Necessary External Support 272
Offer Team-Building Training 272
Change the Team's Membership 272
Team Process Facilitation 272
Role Behaviors 272
Communication Patterns 273
Decision-Making Procedures 273
Process Interventions 273
Concept Quiz 274
Behavioral Checklist 275
Modeling Exercise 275
Assessing Team Process in a Fishbowl 275
Observer's Rating Sheet: Team Process 277
Group Exercises 278
Group Exercise 1: Naming A to Z Products 278
Observer's Rating Sheet 279
Group Exercise 2: The Card Tower Exercise 280
Group Exercise 3: My Asset Base 280
Summary Checklist 281
Application Questions 282
Reinforcement Exercises 282
Action Plan 282
CHAPTER 17 Valuing Diversity 284
Self-Assessment Exercise: What Are My Attitudes TowardWorkplace
Diversity? 284
Scoring and Interpretation 284
Skill Concepts 285
What Is Diversity? 285
How Can Diversity Be Promoted in Organizations? 286
What Can Be Done to Facilitate Working withDiverse Others?
287
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Contents XXJ
Concept Quiz 288
Behavioral Checklist 289
Modeling Exercise 289
A Problematic Promotion 289
Observer's Rating Sheet 292
Group Exercises 293
Group Exercise 1: Choosing Music 293
Group Exercise 2: Diversity in Action 294
Group Exercise 3: Diversity Squares 294
Summary Checklist 295
Application Questions 296
Reinforcement Exercises 296
Action Plan 296
PART VI: PROBLEM SOLVING 299
CHAPTER 18 Ethical Decision Making 299
Self-Assessment Exercise: How Do My Ethics Rate? 299
Scoring and Interpretation 299
Skill Concepts 300
Why Is Ethics Important? 300
Guidelines for Applying Ethical Guideposts to Decisions 301
Ethical Screening 302
Concept Quiz 303
Behavioral Checklist 304
Modeling Exercise 304
Competing Ethical Criteria 304
Observer's Rating Sheet 306
Group Exercises 307
Group Exercise 1: West Oceans Bank 307
Observer's Rating Sheet 309
Group Exercise 2: Mini-Cases 310
Group Exercise 3: Anticipating Ethical Conflict 311
Summary Checklist 312
Application Questions 313
Reinforcement Exercises 313
Action Plan 313
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XXII Contents
CHAPTER 19 Creative Problem Solving 315
Self-Assessment Exercise: How creative are you? 315
Scoring and Interpretation 315
Skill Concepts 316
What Are the Steps for Interpersonal Problem Solving? 316
Problem Awareness 316
Problem Definition 318
Decision Making 318
Action Plan Implementation 319
Follow-Through 320
How can Creativity be Encouraged? 321
Concept Quiz 322
Behavioral Checklist 322
Modeling Exercise 323
Problems Everywhere 323
Observer's Rating Sheet 324
Group Exercises 325
Group Exercise 1: Dealing with Academic Dishonesty 325
Group Exercise 2: The Copying Machine 326
Group Exercise 3: How to Get a Date 327
Summary Checklist 327
Application Questions 328
Reinforcement Exercises 328
Action Plan 328
CHAPTER 20 Resolving Conflicts 330Self-Assessment Exercise: What
Is My Conflict-Management
Style? 330
Scoring and Interpretation 331
Skill Concepts 332
Resolving Conflicts Relies on Other Interpersonal Skills 332
Key Conflict Management Skills 332
Concept Quiz 335
Behavioral Checklist 336
Modeling Exercise 336
New Hire in an Old Culture 336
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Contents XXIII
Observer's Rating Sheet 339
Group Exercises 340
Group Exercise 1: Crisis at Beacon Lights 340
Observer's Rating Sheet 342
Group Exercise 2: MIS Mumbo Jumbo 343
Observer's Rating Sheet 344
Group Exercise 3: What's the Right ConflictManagement Style?
345
Summary Checklist 346
Application Questions 347
Reinforcement Exercises 347
Action Plan 347
CHAPTER 21 Negotiating 349
Self-Assessment Exercise: How Do INegotiate? 349
Scoring and Interpretation 349
Skill Concepts 349
Bargaining Strategies 350
Guidelines for Effective Negotiating 351
Concept Quiz 352
Behavioral Checklist 353
Modeling Exercise 353
What's a Fair Pay Increase for Lisa? 353
Observer's Rating Sheet 355
Group Exercises 356
Group Exercise 1: Who Gets the Overtime? 356
Observer's Rating Sheet 358
Group Exercise 2: The Used Car Negotiation 359
Observer's Rating Sheet 361
Group Exercise 3: Neighbors 362
Observer's Rating Sheet 364
Summary Checklist 365
Application Questions 365
Reinforcement Exercises 365
Action Plan 366
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XXiv Contents
PART VII: INTEGRATING EXERCISES 367
Skill Assessment Review 367
Integrative Exercises 367
Integrating Exercise 1: Chris Amon and Lee Petty 368
Evaluation Sheet for Chris Amon 373
Evaluation Sheet for Lee Petty 376
Integrating Exercise 2: Team Meeting Demonstration 378
Evaluation Sheet for Team Meeting Demonstration 380
Future Action Plans 383
APPENDIX Exercise Guidelines and Materials 385
INDEX 391
