Better Business Relationships

Kim Tasso is an independent strategy, management and business development executive, specialising in the professional services and property sectors, with over 30 years' experience. She has worked for over 300 companies in the UK and internationally, and is qualified in marketing, management, coaching and psychology. As a freelance journalist, Kim regularly writes for legal, marketing and property magazines and a leading London portal. She is a trainer for PM Forum, CLT and MBL, and a part-time lecturer on postgraduate professional marketing qualifications.

Business success relies on being able to get on with people - the ability to influence, persuade and motivate others to act effectively is vital in any professional environment. Better Business Relationships brings together a wealth of knowledge to provide practical advice to both new and experienced workers alike. This book explores the fundamentals of good communication, including how to better understand others, become more adaptive and work effectively with colleagues and clients. It is ideal for anyone wanting to improve their relationships at work and gain a greater understanding of critical communications skills required to succeed in any role.

Essential advice from psychology and communications on how to develop and maintain meaningful professional relationships for individual and organizational success

Dedication, preface, introduction Part 1 - Difference - Understanding Yourself and OthersChapter 1: Introduction - Difference Is Good. Perception and authenticityChapter 2: Emotional Intelligence and Empathy - Managing emotions in yourself and othersChapter 3: Know Yourself and Adapt to Others - NLP, cognitive styles, personality, gender, generation and cultureChapter 4: Relationship Styles and Team RolesPart 2 - Adaptation - Learning How to ChangeChapter 5: Why Change Is Important But Difficult - Attitudes, habits, comfort zonesChapter 6: How to Learn Effectively - Learning process and learning stylesChapter 7: Changing Yourself and Others - The change process, goal setting, models of human behaviour, change management , reframingChapter 8: Managing Stress, Mindfulness and Building ResiliencePart 3 - Communication FundamentalsChapter 9: Face-to-Face CommunicationChapter 10: Non-verbal Communication and Telephone CommunicationChapter 11: Formal and Informal Communications, Etiquette and StorytellingChapter 12: Public Speaking and PresentingChapter 13: Written Communication - Emails, blogs and reportsChapter 14: Influence and PersuasionPart 4 - Relationship Formation and Conflict ManagementChapter 15: Relationship Competencies and FormationChapter 16: Types of RelationshipChapter 17: Why Relationships Go WrongChapter 18: Creating Rapport and TrustChapter 19: Conflict and Dealing with Difficult BehaviourChapter 20: Achieving Win:Win and Negotiating StylesChapter 21: The Negotiating ProcessPart 5 - Internal RelationshipsChapter 22: Adapting to Workplace Cultures and Internal PoliticsChapter 23: AssertivenessChapter 24: Bullies, Control Freaks and StubbornnessChapter 25: Buy In and ConsensusChapter 26: Working as Part of a Team and Finding a MentorChapter 27: Team Roles and How Teams FormChapter 28: Managing Teams, Virtual Teams and Giving FeedbackChapter 29: Developing and Coaching PeopleChapter 30: Delegation and SupervisionChapter 31: Motivation and LeadershipPart 6 - External Relationships & SellingChapter 32: Working with Customers and Clients - Expectations and satisfaction managementChapter 33: Establishing New Relationships - Self-esteem and self-confidence, first impressions and personal powerChapter 34: Building Your Contact Base - Networking, targeting, messaging and social media sellingChapter 35: Selling Yourself and Your Ideas - Sales processes, decision making and cognitive biasChapter 36: Selling Skills - Questions, active listening, persuasion, closing, objections and trusted adviserChapter 37: First MeetingsChapter 38: Pitching and TendersChapter 39: Key Account ManagementChapter 40: Generating Recommendations and Referrals