Table of contents for A handbook of management and leadership : a guide to managing for results / Michael Armstrong and Tina Stephens.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


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Contents
Preface										000
PART I	THE PRACTICE OF MANAGEMENT
1	The nature of management							000
What management is about 000; Purpose of management and leadership 000; 
The processes of management 000; Differences between management and 
leadership 000; Management standards 000; Influences on management 000; 
Summary 000; References 000
2	Leadership									000
Leadership roles 000; Leadership and management styles 000; The impact of 
the situation 000; Exercising leadership 000; Leadership characteristics 000; 
Leaders and followers 000; Leadership checklist 000; Summary 000; 
References 000
3	The role of the manager							000
What is a manager? 000; The contribution of the manager 000; Factors 
affecting added value contribution 000; The characteristics of the manager's 
role 000; The significance of strategic and visionary thinking 000; The 
contribution of the line/middle manager 000; Managerial qualities 000; 
Summary 000; References 000
4	Managerial activities								000
Planning 000; Organizing 000; Setting objectives and targets 000; 
Communicating 000; Summary 000
5	Approaches to management							000
Delegation 000; Motivating others 000; Feedback 000; Coaching 000; 
Facilitation 000; Networking 000; Understanding organizational policies 000; 
Influence 000; Authority 000; Power 000; Assessing working conditions and 
remedies to address unsatisfactory situations 000; Summary 000; References 
000
6	Making things happen							000
How to make it happen: basic questions 000; What makes achievers tick? 000; 
What do achievers who make things happen do? 000; On being decisive 000; 
Analysing and improving how you make things happen 000; Summary 000; 
References 000
7	Strategic management							000
Strategy 000; Developing strategy 000; Strategic management 000; 
Developing a share vision and strategic plans 000; Summary 000; References 
000
8	Systems and process management						000
Managing systems 000; Managing processes 000; Examples of systems and 
process management 000; The conflict and challenges that managing systems 
and processes presents 000; Summary 000
9	Self-development								000
The process of self-development 000; Other methods of management 
development 000; Self-management strategies 000; Summary 000; References 
000
PART II	DELIVERING CHANGE
10	The process of change							000
Types of change 000; How change happens 000; Organization dynamics -- 
how organizations grow and change 000; Summary 000; References 000
11	The context of change							000
The basis of organization 000; Types of organizations 000; Development and 
maintenance of organization structures and systems 000; Organization 
functions 000; Organizational culture 000; Power 000; Authority 000; 
Summary 000; References 000
12	Change management							000
Change models 000; How people change 000; The steps to effective change 
000; Resistance to change 000; Developing and embracing a change culture 
000; Identifying the need for change 000; The benefits and risks of change 
000; Making the business case for change 000; Planning the change 
programme 000; Requirements for success in managing change 000; Elements 
leading to the successful implementation of change 000; Summary 000; 
References 000
PART III	ENHANCING CUSTOMER RELATIONS
13	Basis of customer service							000
The nature of customer service 000; Customer service activities 000; Elements 
of customer satisfaction 000; Summary 000; Reference 000
14	Approaches to customer service						000
Managing relationships with customers 000; Assess customer needs 000; 
Identify target customers 000; Communicate to customers 000; Measure 
customer satisfaction 000; Develop products and services to meet customer 
needs 000; Provide the infrastructure for customer service 000; Evaluate 
models of customer service 000; Set standards for customer service 000; 
Monitor the delivery of service standards 000; Build satisfaction and keep 
customers 000; Internal customers 000; Summary 000; References 000
15	Achieving high levels of customer service					000
The twelve pillars of world-class service excellence 000; Customer service 
strategy 000; Developing a customer-centric culture 000; Define required 
attitudes, skills, knowledge, behaviours and competencies 000; Developing 
attitudes, skills and behaviours 000; World-class customer service examples 
000; Summary 000; References 000
PART IV	ENABLING CONTINUOUS IMPROVEMENT
16	Continuous improvement							000
The nature of continuous improvement 000; The requirements of continuous 
improvement 000;The conditions and behaviour that promote continuous 
improvement 000; The framework for continuous improvement 000; 
Continuous improvement programmes 000; Examples of approaches to 
continuous improvement 000; Summary 000; References 000
17	Quality management								000
Quality defined 000; Quality management defined 000; Contribution of the 
quality gurus 000; Quality management approaches 000; Quality standards 
000; Quality management issues 000; Summary 000; References 000
Appendix	Guidelines for Managing for Results students			000
Index											000

Library of Congress Subject Headings for this publication:

Management -- Handbooks, manuals, etc.
Leadership -- Handbooks, manuals, etc.