The second edition of this text continues to offer a thoughtful and supportive introduction to the diverse and complex field of people skills, but in extended and updated form. New to this edition are four completely new chapters, on decision making, influencing people and dealing with bullies, and information management. The relevance to a diverse range of occupations and environments has been strengthened still further and the references and readings have been updated throughout.

Table of Contents

Preface to the first edition - Preface to the second edition - Acknowledgements - Introduction - PART ONE: PERSONAL EFFECTIVENESS - Self-awareness - Time Management - Stress Management - Information Management - Assertiveness - Beating the Bully - Using Supervision - Continuous Professional Development - PART TWO: INTERACTION SKILLS - Valuing Diversity - Verbal Communication - Non-verbal Communication - Written Communication - Interviewing - Influencing Skills - Handling Feelings - Handling Conflict - PART THREE: INTERVENTION SKILLS - Anti-discriminatory Practice - Being Systematic - Assessment - Planning - Decision-making - Review and Evaluation - Ending - Reflective Practice - Conclusion - Further Reading - Guide for Tutors and Trainers - References - Index

Author Biography

NEIL THOMPSON is a director of Avenue Consulting Ltd and a visiting professor at the University of Liverpool. He is the author of many books including Understanding Social Work, Promoting Equality and Anti-Discriminatory Practice (now in its third edition).