People skills: How to assert yourself, listen to others, and resolve conflicts

內容簡介

Skills for bridging the interpersonal gap -- Barriers to communication -- Listening skills (Listening is more than merely hearing -- Four skills of reflective listening -- Why reflective responses work -- Reading body language -- Improving reflecting skills) -- Assertion skills (Three approaches to relationships -- Developing 3-part assertion messages -- Handling the push-push back phenomenon -- Increasing your assertive options) -- Conflict management skills (Handling the emotional components of conflict -- Collaborative problem solving : seeking an elegant solution -- Three essentials for effective communication).