The document discusses effective communication and its importance for building productive relationships. It notes that 70% of workplace mistakes result from poor communication due to issues like lack of listening and understanding. Failure to communicate clearly can lead to problems like lower productivity and morale. Both verbal and nonverbal communication affect how messages are received. The key aspects of communication discussed include actively listening, asking open-ended questions, managing body language, and ensuring the message received matches the intended message.
Effective Presentation & Communication Skills For Business LeadersJennifer McClure
Effective communication and presentation skills are must-haves for Top Business Leaders and Executives in order to establish executive presence, build influence, gain buy-in and help their businesses to grow. The good news is that these skills can be learned!
Keynote/Workshop by Jennifer McClure - President of Unbridled Talent LLC (http://unbridledtalent.com)
Communicating in uncertain times webinar
Tuesday 14 April 2020
presented by: Ann Pilkington and Tim Lyons
The link to the write up page and resources of this webinar:
https://www.apm.org.uk/news/communicating-in-uncertain-times-webinar/
Seducing people or selling them something is about influencing their thoughts and emotions with words.
It may be a good idea to remember that all people love to be liked. Strangely enough however, almost everybody will pull back from you if you walk straight up to them and tell them you like them.
This article will teach you the infallible ingredients that will make people like you.
If you are experiencing difficulties in starting a conversation with somebody, you might also want to read: "how to build an enticing conversation"
You will learn about:
Communication Components.
How to improve communication skills
Effective Speaking.
Effective Writing.
Effective Listening.
Effective Reading.
Effective Presentation & Communication Skills For Business LeadersJennifer McClure
Effective communication and presentation skills are must-haves for Top Business Leaders and Executives in order to establish executive presence, build influence, gain buy-in and help their businesses to grow. The good news is that these skills can be learned!
Keynote/Workshop by Jennifer McClure - President of Unbridled Talent LLC (http://unbridledtalent.com)
Communicating in uncertain times webinar
Tuesday 14 April 2020
presented by: Ann Pilkington and Tim Lyons
The link to the write up page and resources of this webinar:
https://www.apm.org.uk/news/communicating-in-uncertain-times-webinar/
Seducing people or selling them something is about influencing their thoughts and emotions with words.
It may be a good idea to remember that all people love to be liked. Strangely enough however, almost everybody will pull back from you if you walk straight up to them and tell them you like them.
This article will teach you the infallible ingredients that will make people like you.
If you are experiencing difficulties in starting a conversation with somebody, you might also want to read: "how to build an enticing conversation"
You will learn about:
Communication Components.
How to improve communication skills
Effective Speaking.
Effective Writing.
Effective Listening.
Effective Reading.
Presenation by Jim Thornton, Certified Hypnotist and Principal of Northstar Consulting Group International to ASQ Section 1508 Tampa/St Petersburg on April 13th, 2009
How to Become a Speaker with a Magnetic Personality.pdfAnshuman Tomar
Description: Learn the secret art of public speaking and draw in large crowds. Inside this eBook, you will discover the topics about being an efficient speaker, understanding your shortcomings and overcoming them, the three essentials to become a magnetic speaker, practically practicing your speech, coping with the crowd, how to speak onstage without hemming and hawing, putting your point across, the five essentials of a dazzling speech, the most effective part of a magnetic speech and improving yourself as a speaker. ►
Presenation by Jim Thornton, Certified Hypnotist and Principal of Northstar Consulting Group International to ASQ Section 1508 Tampa/St Petersburg on April 13th, 2009
How to Become a Speaker with a Magnetic Personality.pdfAnshuman Tomar
Description: Learn the secret art of public speaking and draw in large crowds. Inside this eBook, you will discover the topics about being an efficient speaker, understanding your shortcomings and overcoming them, the three essentials to become a magnetic speaker, practically practicing your speech, coping with the crowd, how to speak onstage without hemming and hawing, putting your point across, the five essentials of a dazzling speech, the most effective part of a magnetic speech and improving yourself as a speaker. ►
1. Describe physical security threats to the United States as a re.docxjeremylockett77
1. Describe physical security threats to the United States as a result of the breakdown of SCADA control systems.
2. What are the physical security threats to the United States, your state, and your hometown?
3. In your opinion, is the United States prepared for such a critical infrastructure collapse?
Think of a time that you felt you
were not being heard. What made
you feel that way?
Listening and Critical
Thinking
Communication Skills
LISTENING IS
IMPORTANT
• CEOs, politicians, teachers
• +60% errors
• Practice listening
• 44% of time listening
Objectives
• Understand listening is a process
• Barriers to listening
• The 4 types of listening
• Become a better listener
Listening is
a process
Stage 1: Receiving
Physiological Mental
Stage 1: Receiving/Hear and Attend
Automatic/Selective Attention
Stage 2: Understanding
Working Memory: Makes sense of the stimuli
Stage 3:
Remembering
Short-term: temporary
Long-term: schemas
Remembering
We remember 50% immediately after hearing it
We remember 35% after eight hours
We remember 25% after two months
Stages 4 and 5
Interpreting/Evaluating
https://www.youtube.com/watch?v=XpaOjMXyJGk
https://www.youtube.com/watch?v=XpaOjMXyJGk
Stage 6:
Responding
What are your two strongest areas of the listening
stages? Why?
Barriers to Listening
Physical
Mental
Multi-tasking
Noise
Barriers to Listening
Factual distractions
Semantic distractions
Noise
120-150 WPM
400-800 WPM
Barriers to Listening
Perception of others
Status
Stereotypes
Jumping to conclusions
Barriers to Listening
Yourself
Egocentrism
Defensiveness
Superiority
Personal bias
Psuedolistening
Four types of Listening
• Appreciative
• Empathic
• Comprehensive
• Critical
Become a
better
listener
BY
This Photo by Unknown Author is licensed under CC BY-NC-ND
https://www.ted.com/talks/julian_treasure_5_ways_to_listen_better
https://creativecommons.org/licenses/by/4.0/
http://coutequecoute.blogspot.com/2012/08/odeur-ss2013-plain.html
https://creativecommons.org/licenses/by-nc-nd/3.0/
https://www.ted.com/talks/julian_treasure_5_ways_to_listen_better
Recognize differences in listening
WOMEN
• To understand
• Like complex
• Highly perceptive
• Attentive, eye contact
• Signals agreement
MEN
• To take action
• Like concise, unambiguous
• Don’t recognize
• Less, glances,
• Switch topics
Purpose
Preferences
List. Awareness
NV
Interrupt
Listen and think critically
• Analyzing the speaker, the situation, and the speaker’s ideas to make
critical judgments about the message being presented
• Situation: staff meeting after a huge layoff
• Source credibility: perception of competence
• Message
• Data: facts and evidence
• Claim: Overall point
• Warrant: Reasoning made for bridge b/w data and claim
Use nonverbal communication effectively
• Demonstrate bodily responsiveness (head nods, etc.)
• Lean forward
• Use direct body orientation and open po ...
Communication Hacks: Strategies for fostering collaboration and dealing with ...All Things Open
Communication Hacks: Strategies for fostering collaboration and dealing with conflict in open source
Presented by Nuritzi Sanchez, GitLab, Inc.
Presented at Open Source 101 2021
Abstract: During this talk, you'll learn about topics like cross-cultural collaboration, giving and receiving feedback, and active listening -- all things that are vital to the health of our open source communities.
After reading many self-help books, watching various TED Talks, and listening to a ton of podcasts, I've condensed my learnings to help you improve your communications skills, deal with conflict, and collaborate better than ever, not only in FOSS, but also everywhere else.
The handbook is created by the participants of the project "Fearless speakers" 2022-1-BG01-KA153-YOU-000057889, funded by the Erasmus + program trough the Human resources development center, Bulgaria. It contains their experience from the project about overcoming stage fright, spontaneous and planned speaking.
Please, rate the handbook using this link:
https://forms.gle/D5rq1xqZ5ytQ23ys6
The confident speaker, despite title or position, will have a competitive edge over just about everyone. Cultivating the ability to communicate, choose your words carefully, and engage people is the best investment you could ever make. This seminar will help attendees to understand the principles of active listening and how to apply them to ensure that we collect necessary information needed in order to attain success. Learn how to take the lead and motivate the masses by expressing your message with passion and inspiration.
At the end of this course, participants will be able to:
a. Examine the principles of active listening.
b. Explore active listening skills for better communication.
c. Learn techniques to convey your message accurately and directly.
d. Explore mental coaching techniques to address fear.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Normal Labour/ Stages of Labour/ Mechanism of LabourWasim Ak
Normal labor is also termed spontaneous labor, defined as the natural physiological process through which the fetus, placenta, and membranes are expelled from the uterus through the birth canal at term (37 to 42 weeks
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
3. 3www.exploreHR.org
We communicate to……We communicate to……
• Get information
• Motivate
• Cheat
• Praise
• Make arrangements
• Give advice
• Sell
• Greet
• Abuse
• Etc
4. 4www.exploreHR.org
Verbal, vocal and visualVerbal, vocal and visual
Verbal :Verbal :
The message that
we deliver
Vocal :Vocal :
The voice that we
convey
Visual :Visual :
Our body language
CommunicationCommunication
5. 5www.exploreHR.org
Studies tell 70 % of mistakes in theStudies tell 70 % of mistakes in the
workplace are a direct result of poorworkplace are a direct result of poor
communication…..communication…..
6. 6www.exploreHR.org
• Lack of information and knowledge
• Not explaining priorities or goals properly
• Not listening
• Not understanding fully and fail to ask questions
• Mind made up, preconceived ideas
8. 8www.exploreHR.org
Communication failures can cause…..Communication failures can cause…..
• Loss of business
• Mistakes, inefficiencies
• Lowered productivity
• Poor coordination and cooperation
• Damaged personal or company image
• Frustration, hostility
9. 9www.exploreHR.org
Communication failures can cause…..Communication failures can cause…..
• Dissatisfaction with others
• Lowered morale
• Loss of team spirit
• High employee turnover
• Conflict and arguments
• Drop in self esteem and confidence
• Loss of friendship
10. 10www.exploreHR.org
• Premature evaluation
• Prejudice
• Inattention
• Stereotyping
• Assumption
• Generalizing
• Poor listening skills
• Fixed ideas
• Preconceptions
• Ignoring or distorting information contrary to our beliefs
Some Common Communication FiltersSome Common Communication Filters
11. 11www.exploreHR.org
Everything we do is communicationEverything we do is communication
The way we begin our message often determinesThe way we begin our message often determines
the outcome of the communicationthe outcome of the communication
The way message is delivered always effects theThe way message is delivered always effects the
way message is receivedway message is received
Basic Communication PrinciplesBasic Communication Principles
12. 12www.exploreHR.org
The real communication is the message received,The real communication is the message received,
not the message intendednot the message intended
Communication is two way street – we have toCommunication is two way street – we have to
give as well as gathergive as well as gather
Basic Communication PrinciplesBasic Communication Principles
14. 14www.exploreHR.org
Six C of giving good informationSix C of giving good information
ClearClear ConciseConcise
CourteousCourteousCompleteComplete
CorrectCorrect
ConcreteConcrete
15. 15www.exploreHR.org
• Use precise, memorable and powerful wordsUse precise, memorable and powerful words
• Support your words with visual aidsSupport your words with visual aids
• Give demonstrationGive demonstration
• Provide examples/metaphors/analogiesProvide examples/metaphors/analogies
• Use the other person “language”Use the other person “language”
When giving information………When giving information………
16. 16www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
1. Soften the ‘you’s or change the into “I” to avoid soundingavoid sounding
pushypushy
• Instead of : ‘You’ll have to….’, say ‘Could you….’ Or
‘Would you be able to….’
2.2. Focus on the solutionFocus on the solution, not the problem
• Instead of ‘We’re out of mild….’, say ‘I will pop down
the shop for some milk’.
17. 17www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
3. Turn can’ts into canscan’ts into cans
• Instead of ‘We can’t do that until next week’, say ‘We’ll
be able to do that next week’.
4.4. Take responsibilityTake responsibility – don’t lay blame
• Instead if ‘It’s not my fault’, say ‘Here’s what I can do to
fix that’.
18. 18www.exploreHR.org
7 Positive Principles for7 Positive Principles for
Cooperative CommunicationCooperative Communication
5.5. Say what do you wantSay what do you want, not what you don’t want
• Instead of ‘Don’t; drive too fast’, say ‘Drive carefully’
5.5. Focus on the futureFocus on the future, not the past
• Instead of “I’ve told you before not to……, say ‘From
now on…….”
5.5. Share informationShare information rather than argue or accuse
• Instead of ‘No, you’re wrong’, say ‘I see it like this….’
19. 19www.exploreHR.org
Assertive CommunicationAssertive Communication
• Make statements that are honest, clear,
brief, and to the point
• Use “I” statement : I’d like, I appreciate,
I think
• Distinguish between fact and opinion
• Ask, don’t tell
• Offer improvement suggestions, not
advice and commands
Verbally,Verbally,
assertiveassertive
people :people :
23. 23www.exploreHR.org
Manage your body languageManage your body language
• Sit or stand at right angles and on the same level, and
respect people’s personal space zones
• Use open gestures and body language
• Center your attention exclusively on the other person
• Lean slightly forward to show interest; a bit further forward
to apply pressure, slightly back to reduce pressure
24. 24www.exploreHR.org
Manage your body languageManage your body language
• Maintain appropriate eye contact while listening to
encourage the speaker; increase eye contact to apply
pressure; reduce it to lower pressure
• Respond appropriately by basing your responses on what
the other person has just said
• Be relaxed and balanced to make relaxed and open
communication easier
25. 25www.exploreHR.org
Gather Good Information withGather Good Information with
your EARsyour EARs
EE – explore by asking questions
AA – affirm to show you’re listening
RR – reflect your understanding
SS – silence, listen some more
26. 26www.exploreHR.org
Exploring QuestionsExploring Questions
Open
Questions
Open questions yield lots of information
because they allow a person to explain what is
most important or interesting and encourage
elaboration.
Probing
Questions
Probing questions are those that relate to the
topic we want to explore further. They
encourage the speaker to flesh out the details.
27. 27www.exploreHR.org
Closed vs. Open QuestionsClosed vs. Open Questions
When did that happen? What led up to that?
Was your trip successful? What did you manage to
accomplish on your trip?
Did you like the candidate? In what ways do you think that
candidate meets our need?
Did you have a good meeting? What happened at the meeting?
28. 28www.exploreHR.org
Some Probing QuestionsSome Probing Questions
• Can you be more specifics?
• Can you give me an example of that?
• What happened then?
• For instance?
• How does this affect you?
• What might cause that, do you think?
• Can you fill me in on the details?
29. 29www.exploreHR.org
Active ListeningActive Listening
Giving undivided attention to a speaker in a
genuine effort to understand the speaker's
point of view.
This involves giving them your full attention
and the use of verbal encouragers such as
“Yes”, “Aha” and “Mmm”.
It also includes non-verbal acknowledgements
such as nodding, smiling and body language.
Active
Listening
30. 30www.exploreHR.org
Benefits of Active ListeningBenefits of Active Listening
1. It forces people to listen attentively to others
2. It avoids misunderstandings, as people have to
confirm that they do really understand what another
person has said
3. It tends to open people up, to get them to say more
31. 31www.exploreHR.org
5 Active Listening Skills5 Active Listening Skills
• Paraphrasing meanings:Paraphrasing meanings: Translate into your own words
what the speaker has said
• Reflecting feelings:Reflecting feelings: when someone is expressing emotion
or feelings or looks emotional (upset, angry, excited),
convey your empathy and encourage the speaker to
continue
• Reflecting factsReflecting facts: briefly summarize the content, or factual
aspects, of what the speaker has said.
32. 32www.exploreHR.org
5 Active Listening Skills5 Active Listening Skills
• Synthesizing:Synthesizing: blend several ideas of the speaker into one
theme or idea.
• Imagining out loud:Imagining out loud: imagine what it must be like to be in
the speaker’s place
33. 33www.exploreHR.org
To listen more effectively…..To listen more effectively…..
Attend physicallyAttend physically – the right body language helps us to
focus on the speaker and encourages the speaker to give
us more information.
Attend mentallyAttend mentally – follow the speaker’s flow of thought,
listen to understand, not evaluate; listen first, then assess
Check it verballyCheck it verbally – paraphrase, clarify, probe further,
summarize your understanding
34. 34www.exploreHR.org
Bad Habits of Poor ListenersBad Habits of Poor Listeners
• Interrupting
• Jumping to conclusions
• Finishing others’ sentences for them
• Frequently (and often abruptly) changing the subject
• Inattentive body language
• Not responding to what others have said
• Failing to ask questions and give feedback
35. 35www.exploreHR.org
Good Habits of Effective ListenersGood Habits of Effective Listeners
• Looking at the speaker in order to observe body language and
pick up subtle nuances of speech
• Asking questions
• Giving speakers time to articulate their thoughts
• Letting people finish what they are saying before giving their
opinion
• Remaining poised, calm, and emotionally controlled
• Looking alert and interested
• Responding with nods and ‘uh-uhms’.
36. 36www.exploreHR.org
When receiving/listening feedbackWhen receiving/listening feedback
• Listen, don’t resistListen, don’t resist
• Keep calmKeep calm and keep breathing
• Let your body language show you areyou are
receptivereceptive
• Ask questionsAsk questions to make sure you’ve
understood
• Don’t be overlyDon’t be overly sensitivesensitive, self
protective or cavalier
Receiving
feedback
37. 37www.exploreHR.org
When receiving/listening feedbackWhen receiving/listening feedback
Receiving
feedback
• Does the person offering feedback
know what they’re talking aboutknow what they’re talking about?
• What other information do you haveother information do you have
that supports the feedback?
• If you’re tempted to ignore it, do you
have evidence that contradicts theevidence that contradicts the
feedbackfeedback?
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When receiving/listening criticismWhen receiving/listening criticism
• Make sure your self image stays positiveself image stays positive.
• Mentally examine your critic’s intentions so you will know howhow
best to deal with the informationbest to deal with the information.
• Filter the criticismFilter the criticism. Strain out emotion and find the facts. Then
you can respond to the useful information.
• Ask questionsAsk questions until you understand what the speaker is trying to
tell you.
• Don’t make excuseDon’t make excuse. Listen to understand.
• Focus on the futureFocus on the future : what can you do to improve?
40. 40www.exploreHR.org
Recommended Further Readings:
1. Kris Cole, Crystal Clear Communication : Skills for Understanding and
Being Understood, Synergy Books International
2. David A. Whetten and Kim S. Cameron, Developing Management Skills,
Harpers Collins Publisher.