"Simultaneously published in the USA and Canada."

Includes bibliographical references and index.

Introduction -- Basic communication skills -- Regulating skills -- Introduction -- Opening the conversation, setting goals -- Goal evaluation -- Closing the conversation -- Listening skills -- Introduction -- Non-selective listening skills, minimal encouragers -- Selective listening skills -- Sender skills -- Introduction -- Sender skills - initiative -- Sender skills - reactive -- Dialogues -- Interviewing -- Introduction -- Preparation of the semi-structured interview -- Holding semi-structured interviews -- The selection interview -- Introduction -- Goals -- Method -- Basic attitude -- Skills in the different phases of the interview -- The job-application interview -- Introduction -- Preparation -- Skills in the job-application interview -- The performance evaluation interview -- Introduction -- The performance evaluation interview within the framework of personnel management -- Goals and conditions -- Preparation -- Roles -- Errors in judgement -- The performance evaluation interview model -- The personal problems interview -- Introduction -- Diagnosis-prescription model versus cooperation model -- A dialogue model with communication skills -- Handling complaints -- Introduction -- Listening to the complaint -- Showing understanding -- Finding out the practical aspects of the complaint -- Finding a solution -- Coming to an agreement -- Breaking bad news -- Introduction -- Situations -- Phase 1: Delivering bad news immediately -- Phase 2: How to deal with reactions -- Phase 3: Looking for solutions -- The sales interview -- Introduction -- Preparation -- Structure -- Communication skills -- Group conversations -- Decision-making -- Introduction -- Phases in the decision-making process -- Pitfalls -- Techniques to develop strategies -- Leading meetings -- Introduction -- Goal -- Roles -- Task-oriented and people-oriented behaviour -- Tasks -- Structure -- Conflict management -- Introduction -- Characteristics of conflict situations -- Conflict management behaviour -- Behaviour that evokes conflict -- Conflict management conversation -- Mediation: conflict management with the help of a mediator -- A model for conflict management -- Negotiating -- Introduction -- Negotiator's behaviour -- Negotiation space -- Negotiation situations -- Negotiating skills -- Model for a negotiation conversation -- Giving presentations -- Introduction -- Preparation -- Giving the presentation -- Dealing with reactions -- Exercises.