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Psychology, emotion and intuition in work relationships : the head, heart and gut professional

Author: Henry Brown; Neil Dawson; Brenda McHugh
Publisher: Abingdon, Oxon ; New York, NY : Routledge, 2018. ©2018
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
Psychology, Emotion and Intuition in Work Relationships: The Head, Heart and Gut Professional highlights the increasing importance of human relations in professional life. In modern society, all those who work with or provide services to others are increasingly called upon to be not just technical experts, but also `head, heart and gut professionals' - who can work and relate to others with their head, heart, and  Read more...
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Additional Physical Format: ebook version :
Document Type: Book
All Authors / Contributors: Henry Brown; Neil Dawson; Brenda McHugh
ISBN: 9781138302730 1138302732 9781138302747 1138302740
OCLC Number: 1011546930
Description: xvii, 242 pages ; 24 cm
Contents: Psychology, Emotions and Intuition in Work Relationships: The Head, Heart and Gut ProfessionalContents Plan 1. On being a professional The concept of "professional" in this workA more effective professional role and understandingThe focus on substantive education and trainingGaining some understanding of the behaviour of othersGaining some understanding about ourselvesWhat does the public expect from professionals?Professional and personal authenticityProfessional jargon, mystification and patronisationConspiracy against the laityThe patronising professionalClient's reactions and empowermentHelping and healing professions Defining the helping professionsHealing professionsThe concept of the wounded healer Further reading 2. Head, heart and gut: Head - Brain and mindHead, heart and gut in functioning and decision-makingThe brain: central to understanding and functioningBasic neuroscience: the brain and nervous systemIntroduction to 100 billion neurons:The nervous systemThe human brain: old and newThe brain's hemispheres: left and right brainTwo ways of thinking Automatic processingConscious attentive processingIntelligenceSome specialist views of the brainThe mindful brainThe social brainThe ethical brainThe spiritual brainThe mommy brainThe "new" brainThe mindFurther reading3. Head, heart and gut: Heart - Emotions The heart as metaphor?Cultural and biblical heritageThe heart's physiological role in relation to the brain and emotionsEmotions and feelingsEmotional intelligenceKinds of emotionsThe purpose and effect of emotionsFeelings and consciousnessEmotions: reality and mythsThe myth of rational decision-makingThe myth that "negative emotions" are badThe myth that "venting" an emotion will resolve itThe myth that women are emotional but men are notFurther relevance of emotionsFurther reading4. Head, heart and gut: Gut - IntuitionGut as metaphorIntuitionWhat do we mean by intuition?Everyday and expert intuitionA sixth sense?Creative and predictive intuitionComplementary thinkingHeuristicsIntuition cautionsAvailability errorThe halo (and devil) effectFraming effectFundamental attribution errorThe representativeness heuristicThe overconfidence effectAnchoringSunk costs fallacySome other factors and biases affecting intuitionFurther reading5. The hidden power of the unconscious Don't mention the warDagwood Bumstead and Basil FawltyFundamental relevance of the unconsciousFreud's unconsciousJung's collective unconscious and "shadow"The cognitive approachFreudian, Jungian or cognitive? What is this elusive unconscious? Does it even exist?Some practical implicationsMaking decisions and choices: free will?Intuition and "gut feelings"Slips of the tongue and other errorsBody language (non-verbal communication)Placebos and nocebos, Pygmalion and RosenthalPowerful and suppressed emotions distort effective functioningUnconscious competenceHigher intuitions and inspiration A springboard to other aspectsFurther reading6. The amygdala hijack: Triggers and strategiesThe multiple roles of the amygdala The amygdala hijackTriggering the "amygdala hijack"Fear PanicAngerShame and humiliation 21st Century multi-taskingRekindling amygdala hijack activators Some strategies for dealing with amygdala hijack triggersEmpathy and compassionMove off the topic causing distressSupport a shift into cognitive brain modeTake a breakDeep breathingHumourSome longer-term strategiesFurther reading7. Understanding personalityThe uniqueness of personality Lord Scrutton's elephantThe relevance of personality Personality types and traitsBig Five Myers Briggs Type Indicator (MBTI)Contradictions in traits and preferencesOther personality testsPersonality disorders and traitsDSM-5 and other classificationsMaladaptive personality traitsPersonality developmentCultural influences on behaviour patternsLinear-active and multi-activeCultural normsNature or nurture?Some practical implicationsSelf-awarenessRelating to clients, patients, co-workers and othersIdentifying and working with troubled personalitiesThe well-rounded professionalFurther reading8. Empathy, attunement and professional boundariesEmpathy: The essence of professional and personal relationshipsEmpathy and evolutionEmpathy and sympathyEmpathy and rapportEmpathy in a professional contextEmpathy, compassion and humanityEmpathy and reflective function (mentalisation or "theory of mind")"Against empathy"?AttunementAttunement between parent and child: attachment theoryInterpersonal adult attunementIntrapersonal attunementThe basic neuroscience of empathy, attunement and attachmentMirror neuronsOther parts of the brain affecting empathy and attunementNeural development and attachmentNeurobiologyProfessional boundariesBoundaried empathyOther professional boundariesPersonal-professional boundariesSome final thoughts about boundariesFurther reading9. Professional relationships and expectationsExpectations of professional relationshipsExpectations about the professional personallyExpectations about the professional environmentExpectations about the work to be doneManaging clients' expectationsThe power of expectationsClient centredness (person-centredness)Transference and countertransference TransferenceCountertransferenceAuthority, power, trust and dependenceAuthorityPowerTrustDependenceCulture and genderCultureGenderFurther reading10. Enhancing professional relationships: Communication and other interpersonal skillsEssential communication skillsActive listening Observing non-verbal communicationsAcknowledgingHelping people to hearSummarisingQuestioningReframingAvoiding professional jargon and mystificationSome other interpersonal skillsEstablishing rapport Maintaining professional presence and professional energyManaging clients' expressions of emotionsUnderstanding the value and use of symbolism and metaphorSome communication practicalitiesTerms of engagementSome practicalities concerning communicationsFurther reading11. Balancing professional and systemic tensions The essential tension of oppositesConflict and changeSystems and changeProfession v. Business Public professional persona v. private personaTradition v. change: challenging the systemSystems thinkingChallenging and changing systemsThe value of traditionThe downside of traditionRecognising and managing concerns about changeOther competing professional tensionsWork pressure v. need for self-care and leisureBudgetary constraints v. quality of careLeadership v. democratic decision-makingProfessional v. personal valuesFurther reading12. High conflict personalitiesUnderstanding high conflict personalitiesWhat is a high conflict personality and how does it manifest?Why professionals might need to know about high conflict personalitiesWhy do some people have high conflict personalities?Attachment disorganisationPersonality disorderMaladaptive personality traits and systemic influenceLinks between attachment, personality traits and disorders, and high conflictCautions and reservationsStrategies for professionals dealing with high conflict personalitiesBoundaried empathyEmpathetic objectivity - or reason and compassionStructure and recordsSmall steps ProactivityDealing with a client's "world view"Helping with understandings and responsesHelping decision-making inhibited by strong emotionsSeeking third party support where appropriateHigh conflict endingsFurther reading13. Difficult peopleRaise your hand if you're a difficult personEveryone is crazy except thee and me - and sometimes I'm not too sure about theeWhat do you mean "difficult"?Why some people are difficult and some strategies for dealing with themCautionary introductionHigh conflict personalitiesAnger - overt or suppressedNon-cooperation and passive aggressionPower and control - and MachiavellianismNegativityAmbivalence and indecisionIntolerance of other viewsIt's the situation, stupidFurther reading14. Uncertainty, risk and imperfectionLiving with uncertainty The discomfort of uncertaintyBlack SwansCoping with uncertaintySuperstition: illusory control over uncertaintyThe relationship between uncertainty and riskRisk assessment and managementRisk-benefit analysisAppreciating levels of risk and benefitComplexity of risk measurement - decision treesThe considerable significance of subjective judgmentProspect TheoryRisk tolerance and aversionImperfectionStriving for perfectionLiving with imperfectionWhen imperfection constitutes professional negligence (malpractice)Imperfection and paradoxFurther reading15. NegotiationNegotiation fundamentalsTo negotiate or not to negotiate - that is the questionDealing with non-negotiable values"Bargaining with the devil"Negotiation approachesInterest-based cooperative negotiationCompetitive negotiationReconciling interest-based and competitive approachesSome practical aspects of negotiationPreparation, design and set-upZone of (Possible) Agreement and the negotiation danceThe initial stages: anchoringContinuing the negotiationsSome psychological aspects of negotiationEmotions and the myth of rationalityPerceptionsPersonality traitsCulture and gender in negotiationFurther reading16. Conflict and disputes: management and resolutionConflict and dispute outlineDistinguishing conflict and dispute The paradoxConflictDisputeConflict resolution and managementConflict resolutionConflict managementModes of responding to conflictDispute resolution: primary processesNegotiationLitigation - the court processReligious courtsAlternative Dispute Resolution (ADR): IntroductionNon-adjudicatory ADRMediation (conciliation)The mini-trial (Executive Tribunal)Neutral case evaluation (Early neutral evaluation)Adjudicatory ADRArbitrationContractual adjudicationDispute BoardsExpert determinationAdministrative or statutory tribunalsHybrid ADR processesMed-arb (mediation-arbitration)Arb-med (arbitration-mediation)Neutral fact-finding expertOmbudsmanOnline dispute resolution (ODR)Further reading17. Beyond techniqueBeyond technique: the conceptSelf-nurturing and establishing calmMeditationMindfulnessYogaPurpose and meaningEarning a livingMaking a differenceHaving a sense of purpose and meaningExpressing our humanityWorking holisticallyEnhancing expertise and skillMaintaining professional identity and self-esteemUnconscious competence revisitedFurther reading18. Support needs and resourcesProfessional backup, teams and networksWorking in teamsProfessional networks and bodiesSupervision, consultancy, coaching and mentoringSupervisionConsultancyCoachingMentoringSome frailties and problems requiring personal supportThe Achilles Syndrome, self-doubt and the secret fear of failureStressAnxiety and panicDepressionAddictionOther personal issues indicating a need for support Relationship issuesPersonality disorders and traitsAutism and Asperger SyndromeDissatisfaction with life path: Self-actualising and meaningCounselling, psychotherapy and complementary therapiesCounselling and psychotherapy Complementary therapiesFurther reading19 Transitions and EndingsLife and work transitionsTransitions: "Little dying" - endings and new beginningsLife and work stages: The Empty RaincoatClient and patients endingsManaging contentious endingsPreparing for retirement/Third AgeFinancial preparationEmotional preparationPractical preparationTransitions and endingsFurther readingBibliography Index
Responsibility: Henry Brown, Neil Dawson and Brenda McHugh.

Abstract:

Psychology, Emotion and Intuition in Work Relationships: The Head, Heart and Gut Professional highlights the increasing importance of human relations in professional life. In modern society, all those who work with or provide services to others are increasingly called upon to be not just technical experts, but also `head, heart and gut professionals' - who can work and relate to others with their head, heart, and gut. The book explains and synthesises these elements in an accessible way, based on a sound theoretical perspective combined with practical guidance. The authors address how to manage client expectations; how to deal with risk, uncertainty and imperfection, as well as how to improve communication and interpersonal skills. Attention is also given to the central role of empathy and rapport in professional relationships, while recognising the need for proper professional boundaries. Psychology, Emotion and Intuition in Work Relationships will be a valuable guide for all modern practising and training professionals in a broad range of fields, including mental health, law, social and healthcare, teaching and academia, technology, financial and other services - indeed, for anyone who provides services and has working relationships of any kind.

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"I wish that this book had been available nearly 40 years ago when I took my first faltering steps into the solicitor's profession." Law Society Gazette"This is a remarkable book written by three Read more...

 
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