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Index
Cover
Colophon
Foreword
Managing through a Mirror
Introduction
Set-up of the book: reading tips
Words of thanks / Acknowledgements
Contents
Part I Communication between cultures
1 Interpersonal communication; taking, giving and sharing space
1.1 Communicating effectively
1.2 The three dimensions of communication
1.3 The I-dimension
1.4 The you-dimension
1.5 The we-dimension
2 When communication fails, break the pattern
2.1 Techniques to break through ineffective communication patterns
2.2 Framing and reframing
2.3 The four levels of communication
2.4 The common reality
3 What we do not say: non-verbal communication and emotions
3.1 Something is not quite right – but I am not sure what
3.2 What is non-verbal communication?
3.3 The role of the non-verbal in working with other cultures
3.4 The role of emotions in different cultures
4 Personal preferences in communication
4.1 Confusion about personal preferences
4.2 Dealing with conflict
4.3 Personality
5 Culture and its impact on communication
5.1 How culture is expressed
5.2 Intercultural cooperation
Part II Culture descriptions and most important business cultures
6 Country cultures: a classification
6.1 The Hofstede dimensions of culture
6.2 Power distance
6.3 Group orientation (INDividualism vs. collectivism)
6.4 Masculinity
6.5 Avoidance of uncertainty
6.6 Long-term orientation
6.7 Other classifications of culture
7 Business culture in various countries
7.1 Asia
7.2 Europe
7.3 United States of America
7.4 Central and South America
7.5 Middle East
7.6 Africa
7.7 Australia and New Zealand
Part III The manager’s work in a cross-cultural context
8 Managing Performance
8.1 Goal-setting: setting objectives and communicating these
8.2 Motivation and empowerment
8.3 Performance Management
8.4 Dealing with underperformance
8.5 Learning and Development
9 Managing Teams
9.1 Building up the team
9.2 Building trust
9.3 Team cooperation and communication
9.4 Decision-making in teams
9.5 The five dysfunctions of a team
9.6 Remote and virtual teams
10 Managing Change
10.1 The change process
10.2 The role of the manager in change
10.3 Creating a climate for change
10.4 Engaging and enabling the organization
10.5 Implementing and sustaining change
10.6 Dealing with resistance
11 Managing Negotiations
11.1 Two types of negotiations
11.2 Preparations
11.3 Opening
11.4 Positioning
11.5 Exploring
11.6 Closing the negotiation
11.7 Power balance
11.8 Tactics
11.9 Negotiating with internal stakeholders
Appendix A Country cultures classified
About the author
Index
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