This book is designed primarily for managers or would be managers, who are (or will be) involved in dealing with people in the workplace. Also anyone who works with other people should find this book useful whether professionally or personally.  Professional counselors use the terms helper and client. The author uses helper because he believes we all can be helpers, as we deal with friends, relations, clients, customers, subordinates, co-workers, students, or children. 

This book focuses on the problem solving and listening skills needed to help people solve personal problems.

Some people hold the view that learning problem solving and listening skills is not important.  They think that if we have the right attitude – an attitude of caring and concern for others – what we say will come out right. 

Although the author agrees that attitude is important, he also believes we can learn useful skills that will help to be better prepared when facing situations where we are asked to help. 

The book includes exercises.  As part of doing the exercises, you are asked to reflect upon your experiences.  Reviewing what you have done and determining what you can do differently will help in improving your skills. 

Table of contents

Chapter 1
When to use problem solving – ownership of problems – dealing with problems – management applications of problem solving – skills needed in problems solving

Chapter 2
Establishing a good communication climate – supportive versus defensive climate – willingness to disclose and accept counsel – communication journals – exercises

Chapter 3
Problem solving approaches — decision making in business – Egan's 9 step model – 4-step problem solving approach – developing problem solving skills and your own model

Chapter 4
Listening effectively - attending - following - ways of giving information - ways of asking for information - reflecting - exercises

Appendix 1
Analysis of a helping session

Appendix 2
Helping through personal problem solving – transcript analysis – problem solving strategy – communication skills

Appendix 3
Analysis of an interview transcript

References

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