ContentsPreface1 Building Productive Managerial RelationshipsThe Interactive Approach to Managing PeoplePrinciples of Interactive ManagementIncreasing Employees' On-The-Job EffectivenessUnderstanding PeopleInteractive Communication SkillsConstructive ManipulationWhat to ExpectADJUSTING EFFECTIVELY TO PERSONAL STYLE DIFFERENCES2 Learning How to LearnThe Learning ModelDimensions of LearningIndividual Learning StylesLearning ModesLearning Style TypesCharacteristics of Learning Style TypesLearning Styles and Problem SolvingGuidelines for Managing the Learning Process3 Doing Unto OthersBehavioral Styles and Interpersonal ProblemsUnproductive BehaviorIdentifying Behavioral StylesBehavioral FlexibilityBehavioral Styles and Interactive Management4 Deciding How to DecideThe Dimensions of Decision StyleFour Basic Decision StylesBack-Up StylesMixed StylesCharacteristics of Each Decision StyleIs There a "Best" Decision Style?Advantages of Each StyleProblems of Each StyleCoping Productively with Other StylesApplications to Integrative Management5 Analyzing Transactional StylesEgo StatesTransactionsStrokesLife PositionsTrading StampsUse of TimeGamesStopping GamesInterventionsTA and Interactive ManagementINTERACTIVE COMMUNICATION SKILLS6 The Art of QuestioningWhy People Ask QuestionsTypes of QuestionsQuestioning Strategies and Techniques7 The Power of ListeningGripes about ManagersCategories of ListenersBarriers to Effective ListeningThe Nineteen Commandments of Power ListeningExercises to Improve Your Listening SkillsListening and Interactive Management8 Projecting the Appropriate ImageComponents of ImageImage and Interactive Management9 Communicating Through Voice Tones10 Using Body Language EffectivelyInterpreting Body Language GesturesInterpreting Gesture ClustersUsing Body Language11 Spatial Arrangements Say ThingsTerritoryEnvironmentThingsUsing Territory and Environment to Facilitate CommunicationPersonal SpaceInterpersonal SpaceInterpersonal Space StrategiesSpecial Arrangement DeterminantsImplications for Interactive Management12 How Your Use of Time TalksAccuracyScarcityRepetition13 Making Sure with FeedbackTypes of FeedbackUsing Feedback EffectivelyINTERACTIVE PROBLEM-SOLVING14 Problem-Solving TogetherProblem DefinitionAction PlanningImplementationFollow-Through15 Defining the ProblemStep 1: Establish Trust BondStep 2: Clarify ObjectivesStep 3: Assess Current SituationStep 4: Identify ProblemsStep 5: Define and Analyze ProblemsStep 6: Agree on Problems to be Solved16 Developing Action PlansStep 1: Check the Trust BondStep 2: Establish Decision-Making CriteriaStep 3: Develop Action AlternativesStep 4: Evaluate Action AlternativesStep 5: Decide on an Action Plan17 Implementing ActionStep 1: Check the Trust BondStep 2: Assign Tasks and ResponsibilitiesStep 3: Set Up an Implementation ScheduleStep 4: Reinforce Commitment and Activate18 Following ThroughStep 1: Check the Trust BondStep 2: Establish Criteria for SuccessStep 3: Determine How to Measure PerformanceStep 4: Monitor ResultsStep 5: Take Corrective Action19 What Do You Do with What You've Learned?Use the Interactive Management Problem-Solving Process to Improve Your Interactive Management SkillsIndex