Develop Your Interpersonal and Self-Management Skills : A Practical Resource for Healthcare Administrative and Clerical Staff

Content: Front Cover Contents Dedication Foreword Preface About the author Acknowledgements Getting the most from this book PART I: COMMUNICATION 1. Good communication 2. Communicating with people 'in difficulty' 3. Communicating with people whose behaviour is challenging 4. Communicating when there is a difference 5. Faceless communication PART II: MANAGING YOURSELF 6. So much to do, so little time 7. Handling problems, choices and dilemmas PART III: WORKING TOGETHER 8. Collaborating 9. Speaking your mind and striking bargains PART IV: TAKING CARE OF YOURSELF. 10. Emotional wellbeing11. Understanding yourself Final thoughts Resources Answers to 'Who Said This?' Back Cover. This work contains forewords by Richard Mcdonough and Mari Robbins, respectively, a Member of Council, The Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR); and, a former college lecturer in health studies, and a management and training consultant. "I wrote this book to help you in your work role, to provide information and practical suggestions. A large part of what you do involves communicating with other people: colleagues, patients, relatives, carers and the general public. Given the complexities, vulnerabilities and sometimes 'demanding behaviour' of other people, this may at times be an arduous task. Healthcare jobs take their toll on people, and being able to manage the various demands without being ground down is a great challenge. This book will help to affirm and build upon what you already know in a way that supports both you and your work." - Karen Stainsby, in the Preface. The ability to remain calm and work effectively under pressure, use good interpersonal skills and function well within a team are just some of the competencies that NHS staff are required to demonstrate daily. All of this happens in an environment where there are angry, distressed and aggressive patients and visitors as well as overworked and stressed colleagues