People Skills for Public Managers [Paperback]

This book fills the need for a communication-based, public sector framed book. The authors combine just enough basic theory about communication with specific skill development in areas of immediate interest to those who work in the public sector. It also features a strong practice orientation, with plentiful boxed applications (Insights from the Field, Skill Development boxes, Case Studies). It concludes with an especially useful summary chapter that describes the ten essential skills for successful communication.

Preface

1. Why Public Managers Need People Skills
The Public Sector Is Unique
Networking Across Agencies
Change, Mistrust, and Financial Austerity
Conflict Is Inevitable
Miscommunication Is Costly
Culture and Diversity Awareness Is Crucial
NASPAA Standards
The Federal Executive Service Standards

2. Every Effective Manager Is a Good Communicator
Communication Skills for Public Managers
The Fallibility of Message Transfer
Leadership and Communication
The Dark Side of Positional Authority
Case: The New Boss

3. Resolving Disputes in the Workplace
Methods for Resolving Disputes
What Causes Workplace Conflict?
Case: Flextime

4. Mega-Skills for Public Employees
Listening
Asking Questions
Conflict Analysis
Assessing Cost-Effectiveness of Dispute Resolution
Interviews
Case: The Redevelopment Project

5. Creating and Maintaining Effective Work Relationships
Emotional Intelligence and Emotional Labor
Motivation and the Public Sector
Humane Performance Reviews
Interpersonal Communication Competence
Demotivators: The Dark Side of Interpersonal Communication
Case: When Generations Collide

6. Working Together: Meetings, Teams, and Parliamentary Procedurelcc