University of New South Wales - Human Resources - Communication, OSDS, Human Resources, UNSW

Dealing with People

Back, K. & K. (1999). Assertiveness at Work. McGraw Hill: USA.

Bloomsbury Reference. (2004) Assert Yourself. Bloomsbury: London.

Bloomsbury Reference. (2004) Tackle Office Nightmares. Bloomsbury: London.

Brinkman, R. & Kirschner, R. (2003). Dealing with difficult people.McGraw Hill: Australia.

Brinkman, R. & Kirschner, R. (2002). Dealing with people you can't stand. McGraw Hill: Australia.

Cava, R. (2000). Dealing with Difficult People. MacMillan: Australia.

Corenelius. H. & Faire, S. Everyone Can Win. Simon & Schuster: Australia.

Hartley, M. (2005). The Assertiveness Handbook. Sheldon Press: London.

Honey, P. (1990). Improve Your People Skills. Institute of Personnel Management: London.

Kemp, J. (2005). No! How one simple word can transform your life.Amacom: USA.

Kuga, L. (1996). Communicating in a Diverse Workplace. Jossey-Bass: California.

Lilley, R. (2002). Dealing with Difficult People. Kogan Page: Australia.

Linkemer, B. (1999). Working with difficult people. Marshall: London.

O'Sullivan, K. (1994). Understanding Ways: Communicating Between Cultures. Hale & Iremonger: Australia.

Saunders, S. (1997). Developing Interpersonal Communication: Resources and Experiential Activities for Adult Educators. University of Technology: Sydney.

Schneider, S. & Barsoux, J. (1997). Managing Across Cultures. Pearson Education: England.

Standards Australia. (1995). Australian Standard 4608-1999: Guide to prevention, handling and resolution of disputes.

Standards Australia: Australia.

Standards Australia. (1999). Australian Standard 4269-1999: Complaints Handling. Standards Australia: Australia.

Stone, D. et al. (2000). Difficult Conversations. Viking: England.

Emotional Intelligence
Goleman, D. (1996). Emotional Intelligence. Bloomsbury: UK.

Goleman, D. (2000). Emotional Intelligence at Work. Josey-Bass: California.

Weisinger, H. (1998). Emotional Intelligence at Work. Jossey Bass: USA.

Generational Differences

Mackay, H. (1997). Generations: Baby Boomers, their parents and their children. Macmillan: Sydney.

Writing Skills

Clanchy, J & Ballard, B. (1981). Essay Writing for Students. Longman, Cheshire: Australia.

Gentle, R. (2002). Read this! Business Writing that Works. Pearson Education: Australia.

Eunson, B. (1994). Writing and Presenting Reports. John Wiley & Sons: Melbourne.

Fitikides, T. J. (2000). Common Mistakes in English. Longman: England.

Hagston, J. (2001). Working Words. Adult, Community and Further Education Board: Victoria.

Huseman, R. (1982). Business Communication. Holt, Reinhart and Winston: Australia.

Jay, R. (2000). How to Write Proposals and Reports That get Results. Prentice Hall: London.

Lester, J. D. (2002). Writing Research Papers. 10th edn. Longman: USA.

Petelin, R & Durham, M. (1992) The Professional Writing Guide. Longman Cheshire: Australia.

Sides, C.H. (1999). How to Write and Present Technical Information. Oryx Press: London.

Thornbury, S. (2004). About Language. Cambridge University Press: Cambridge.

Videotrain. (1994). Effective Report Writing. Videotrain: Melbourne.

Windschuttle, K. & E. (1988). Writing, Researching, Communicating: Skills for the Information Age. McGraw Hill: Australia.

In addition to printed material, other communication resources include:

Videos
Business Communication
Business Communication Skills
Customer Service
Dealing with Difficult Behaviour
Developing Assertiveness Skills
Effective Report Writing
Oh What a Lovely Report
Problem Solving
Telephone Techniques
The Power of Assertive Behaviour

Audio Cassettes
The Secrets of the Great Communicators

Training Notes and Material
Writing and Teaching to Improve Literacy: Plain English in Practice (produced by TAFE NSW in 1991)