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Macmillan Higher Education Palgrave Higher Education

The People Solutions Sourcebook

Edition 2nd Edition
ISBN 9780230291478
Publication Date October 2012
Formats Paperback Ebook 
Publisher Palgrave

Working with people requires engaging with the issues that inevitably affect their lives and work – whether conflict or stress, relationship difficulties or communication breakdown.
This hands-on sourcebook is an essential introduction to tackling the problems that arise between people. Offering a wealth of practical advice, methods and strategies, it will support you in building your own toolkit of methods, enabling you to turn problems into successes with both fairness and sensitivity.
The book is divided into three easy-to-navigate parts:

  • Part I provides a theoretical backdrop for the book. It explores the factors that contribute to a range of problems and discusses the knowledge, skills and values involved in effective problem solving.
  • Part II is a collection of over eighty tools. Organized alphabetically, each technique is thoroughly explained so that you know when and how it can be used and what results it can deliver.
  • Part III is a guide to further learning, packed with suggestions for reading and designed as a springboard for more advanced learning and skill development.

This versatile resource builds on the success of its predecessor (People Problems) to demonstrate the important role that methods can play in working with people and their problems, whatever the setting. Grounded in realism and informed by the author's extensive experience, it will be indispensible for teaching, study and practice across the fields of social care, nursing, human resource and business management and any other professional role which is defined by its contact with people.

NEIL THOMPSON highly respected writer, teacher and adviser, with over 35 years of experience in the people professions. He has held full or honorary professorships at four UK universities, and is now a sought-after trainer, consultant and conference speaker. He is the editor-in-chief of two online communities (Well-being Zone: www.well-beingzone.com and Social Work Focus: www.socialworkfocus.com). His personal website is at www.neilthompson.info.

Introduction: Why, What and How
What is a Problem?
What is a 'People' Problem?
Why is the Context Important?
How Do We Start?
How Do We Get People Motivated?
How Do We Find the Right Way Forward?
How Do We Promote Change?
Why Do We Need PRECISE Practice?
What Are the Challenges Involved?
Is There a Problem-solving Process?
Is a Problem Always an Opportunity?
What is the Role of Reflective Practice?
How Do We Make Things Happen?
Important Notes
Avoiding Attribution Errors – Avoiding Oversimplifying the Reasons for People's Behaviour
Avoiding Avoidance – Facing Up to Our Responsibilities
Brainstorming Maximizing Our Range of Options
Brokerage – Redirecting People to Sources of Help
Capitalizing on Crisis – Realizing the Potential of Critical Moments in a Person's Life
The CBC approach – Putting People at their Ease
Challenging Cognitive Distortions Trying to Get a Balanced View of the Situation
Chunk Up or Chunk Down – Finding the Right Level of Analysis
The CIA Framework – Managing Pressure and Stress
Circular Questioning – Establishing the Importance of Interrelationships
Confronting Without Being Confrontational – Using Assertiveness Skills
Congruence – Getting on the Same Wavelength
Consequences – Exploring Options and Their Likely Outcomes
Cost-benefit Analysis – Balancing the Pros and Cons
Creative Tension – Making Sure Expectations are Realistic
Critical Incident Technique – Learning from Significant Experiences
Culture Audit – Making Sense of Organizational Cultures
Dealing with Objections – Persuading People to Move Forward
Doing the Right Things vs. Doing Things Right – Balancing Efficiency and Effectiveness
The Drama Triangle – Avoiding Being Drawn into Being a 'Rescuer'
Eating an Elephant – Being Realistic About What We Can Achieve
Eco Maps – Mapping Out Relationships Across Groups of People
Educating – Problem Solving Through Helping People Learn
Elegant Challenging – Being Constructive in Challenging Unacceptable Behaviour or Language
Embedded Whys – Establishing Reasons for Our Actions
Encouraging Creativity – Avoiding Getting Stuck in Ruts
The Empty Chair – Exploring the Influence of an Absent Person
Exchange is No Robbery – The Importance of Reciprocity
Finding the Growth Zone – Finding the Balance Between Comfort and Fear
Fishbone Analysis – A Visual Aid to Problem Solving
Fishing for Red Herrings – Not Allowing Ourselves to Get Distracted
Force-field Analysis – Managing Change
Gantt Charts – Visual Aids for Project Management
Giving Feedback – Letting People Know Where They Stand
Grief Audit – Getting an Overview of People's Experiences of Grief
Helicopter Vision – Obtaining an Overview
Holding – Helping to Provide Emotional Security
Inviting Innocent Questions – Getting a Perspective from Outside the Situation You Are Dealing With
Know Your Enemy – Coping With Anxiety
Lateral Thinking – Finding New Ways to Think About Problems and Solutions
The Magic Wand – Getting as Close to the Ideal as Possible
Making the Most of Meetings – Avoiding Time and Energy Being Wasted
Mind Mapping – Developing a Picture of the Situation You Are Dealing With
Modelling and Use of Self – Using Yourself as a Tool to Help Others
Motivational Interviewing – Using Ambivalence to Bring About Change
Motivation Audit – Getting an Overview of Key Motivational Factors
Naming the Process – Bringing Hidden Agendas Out into the Open
Negotiating Expectations – Being Clear About What We Can Expect From Each Other
Not Tolerating Vagueness – Avoiding the Dangers of Being Too Vague
Objectives Tre.


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