Human Touch

Philippa Thomas is Director of The Celyn Group and has specialised in learning and development for twenty years. Debra Paul and James Cadle, both of Assist Knowledge Development Ltd, are the authors of the bestselling BCS publications Business Analysis and Business Analysis Techniques.

• List of figures and tablesAuthorsForewordAcknowledgementsAbbreviations1 THE IMPORTANCE OF PERSONAL SKILLS2 BUILDING RAPPORT AND SUSTAINING RELATIONSHIPS3 TEAM WORKING4 NEGOTIATION AND CONFLICT5 LEADERSHIP6 INFLUENCING7 WRITTEN COMMUNICATION8 PRESENTATION SKILLS9 COMMERCIAL AWARENESS10 COACHING11 MANAGING EXPECTATIONS12 FACILITATION13 CREATIVE PROBLEM SOLVINGIndex

In today’s world, technical excellence is no longer enough to succeed. Whether you work in IT or any other part of your organisation, knowing what makes people tick is essential. This book does an excellent job of describing how people work together and what motivates them in practical ways that can be put to work immediately.