94 / INDEX
Index
A
ability, and performance 62–63
accountability, delegation 59
active listening 30–31
aggressive behavior 16
agreement, team performance
57
appearance, nonverbal cues 32
appraisals 66, 68–69
assertiveness 16–17, 81
association power 79
assumptions, self-awareness
18–19
authority, delegation 58–59
autonomy, job design 52
B
bargaining
building power 81
tactics 40–41
body language 32–33
boredom, nonverbal cues
33
boundaries, ethical 72–73
bullies 17
C
career management 92–93
change, managing 82–83
charisma, power building 78
client relationships 53
coaching 86, 90–91
coalitions, power building 81
communication
conflict management 44–45
and cultural diversity 46–47
effective 26–27
feedback 38–39
listening skills 30–31
negotiation 40–43
nonverbal cues 32–33
positive regard 86–87
problem solving 77
sending messages 28–29
teaching skills 34–37
team management 56–57
confidence, nonverbal cues 33
confidentiality, counseling
88–89
conflict management 20–21,
44–45
counseling 86, 88–89
credibility, sending messages
28–29
crisis management 80, 82
cultural diversity 46–47
cultural fit 74–75
D
decision-making, and
delegation 58
defensiveness, nonverbal
cues 33
delegation 18, 58–59
distributive bargaining 40–41
diversity 46–47
E
electronic communication 26–27
emotional intelligence (EI)
12–15
emotional problems 88–89
empathy 14, 44
empowerment 58, 67
EQ (emotional intelligence
measurement) 12–13
ethics 72–73
ethnic diversity 46–47
experiential learning 34
expertise, building power 78
extrinsic rewards 65
eye contact, active listening 31
F
facial expressions 32
feedback
delegation 59
goals 38–39, 56, 58
helping others improve
88
job design 52–53
performance appraisal 66,
68–69
self-awareness 11
founders, organizational
culture 74
G
globalization, and diversity 46
goals
feedback 38–39, 56, 58
mentoring 90
performance appraisals 66,
68–69
personal mission statement
22
team management 50–51
Goleman, Daniel 12
H
hierarchy of needs 62–63
high-performing teams 54–57
honesty
communication 29
teaching skill 36–37
team management 55
I J
Iacocca, Lee 54
impression management 79
influences 20
instrumental values 21
integrative bargaining 40–41
interviews, performance
appraisal 68–69
intrinsic rewards 64, 65
job design 52–53
journals 11
L
labor market diversity 46
language, organizational
culture 74
leadership
building power 78–81
career management 92–93
coaching and mentoring 86,
90–91
ethics 72–73
helping others improve
84–89
managing change 82–83
organizational culture
74–75
problem solving 76–77
learning by experience 34
listening skills 30–31
M
McGregor, Douglas 18
management styles 18–19
Maslow, Abraham 62–63
mentoring 86, 90–91
milestones, team management
56
mission statements 22–23
motivation
active listening 31
cultural diversity 47
management styles 18–19
motivating others 62–67
performance appraisal
68
INDEX / 95
motivation (cont.)
teaching skills 36
mutual trust, team
management 55
N
needs, hierarchy of 62–63
negotiation 40–43
nervousness, nonverbal cues 33
“noise” in communication 27
nonverbal communication
active listening 31
cues 32–33
effective 27
O
openness
nonverbal cues 33
team management 56
oral communication 26–27
organizational culture 74–75
P Q
participant–observers, team
management 56
passive behavior 16
performance
appraisals 66, 68–69
coaching 86, 90–91
feedback see feedback
helping others improve 84–89
high-performing teams
54–57
motivation see motivation
targets 36–37
personal mission statements
22–23
personal problems, counseling
89
personality types 16
physiological needs 62
planning
career management 93
team management 56–57
politicking, building power 79
positive regard 86–87
positive reinforcement 64
posture, nonverbal cues 32
power building 78–81
problem solving 76–77
questions
active listening 31
open questions 16
teaching skills 37
R
recruitment, and cultural
diversity 47
reinforcement, positive 64
relationships
client 53
emotional intelligence (EI)
13
helping others improve
86
resistance to change 82
responsibility, career
management 93
reviews, high-performance
teams 55
rewards 18, 64–65
role models
coaching and mentoring 91
organizational culture 74
S
safety needs 62
self-actualization needs 63
self-awareness
assertiveness 16–17
career management 92
clarifying your values
20–21
development 10–11
emotional intelligence (EI)
12–15
personal mission
statements 22–23
teaching skills 34
self-esteem 66
self-management, emotional
intelligence 14
sender credibility 28
setbacks, learning from
22
skills
job design 52–53
teaching 34–37
SMART goals 50–51
social awareness, emotional
intelligence (EI) 15
social needs 63
Starbucks 75
support groups 23
T
targets, performance 36–37
tasks, job design 52–53
teaching skills 34–37
team management
communication 56–57
delegating 58–61
goals and planning 50–51
high-performing teams
54–57
job design 52–53
motivating others 62–67
performance appraisal 66,
68–69
terminal values 21
Tom’s of Maine 27
training, career management
93
trust
and communication 28
and counseling 88
team management 55
V
values
clarifying 20–21
conflict management 20–21,
44–45
personal mission
statements 22–23
vision, managing change 82–83
visualization, assertiveness 17
W X
written communication 26
X-style and Y-style managers
18–19
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