Page 191 - Communication in Organizations Basic Skills and Conversation Models

Subject index 180

model for a personal problems interview 77
phase 1: problem clarification 77
phase 2: formulating an action plan 78
model for a sales interview 100
preparation 101
orientation phase 102
central phase 104
decision-making phase 104
model for breaking bad news 93
phase 1: delivering bad news immediately 93
phase 2: how to deal with reactions 94
phase 3: looking for solutions 98
model for conflict management 140
opening phase 141
exploration phase 141
negotiation phase 142
closing phase 142
model for giving presentations 154
preparation 155
giving the presentation 158
dealing with reactions 161
model for handling complaints 85
listening to the complaint 86
showing understanding 86
investigating the practical aspects of a complaint 87
finding a solution 87
coming to an agreement 88
modelling 3
mutual expectations 28

negative expectations 23
negotiating 134, 136, 144–153
skills 148
negotiation situations 147–148
space 145–146, 148
subject 147
negotiator’s behaviour 144–145
nominal group technique 119
‘non’-selective listening skills 13
nonverbal behaviour 12–14, 54
skills 53, 59
number of participants 147

objections 104
open interview 36
open-ended questions 15–16, 37, 87, 90, 106
opening the conversation 9
orientation phase 102, 106
overhead projectors 160

paralinguistic skills 54