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Chapters 1 Analyze Issues 1 Information seems to multiply exponentially every week. How can you find what you need? We help you zero in on the most important information, take into account other perspectives and viewpoints, and find optimal solutions. 2 Make Sound Decisions > 15 Are you making the best decisions? We show you how to tie decisions to strategy, use sound logic, make decisions at the right time, bring others into the decision-making process, and choose the best alternative. 3 Act Strategically 37 Customer expectations, market opportunities, competitive advantages, competitive threats, industry trends, emerging technology-strategy is where it all comes together. We show you how to create, understand, and execute strategy in your area. 4 Leverage Innovation 77 How long will your organization survive if you keep doing things exactly the way you do them today? In today's economy, innovation keeps you relevant. We tell you how to come up with new ideas and put them into action. 5 Employ Financial Acumen > 97 Financial acumen goes beyond knowing how to read a spreadsheet or create a budget. We talk about measuring performance, recognizing and managing risk, investing wisely, and achieving aggressive financial goals. 6 Manage Globally . 129 The global economy affects every manager, regardless of the industry. We cover the waterfront of global issues: developing a global mind-set, understanding global business models and markets, working across cultures and borders, and executing global initiatives. 7 Influence Others - 157 Most people would rather be persuaded than told what to do. We help you tap into shared values, articulate a compelling message, negotiate persuasively, and win support. 8 Engage and Inspire > 179 We offer ideas on how to create an environment where people feel appreciated and valued, where they are committed to their work and want to excel, and where they define new opportunities and improve the organization. 9 Build Talent . 193 People are the key to your organization's present and future. We help you define and shape roles, find the right people, measure and reward performance, and plan for succession. 10 Coach and Develop Others , 225 One of the privileges of being a manager is the opportunity to help employees build and shape their careers. We share our consultants' world-class ideas to help you coach and develop people. 11 Promote Collaboration and Teamwork • 259 It's no secret: teamwork is hard work. But done well, it can be highly rewarding for both team members and the organization. We cover the bases, from developing a team, clarifying roles, and setting priorities through working together and celebrating accomplishments. 12 Foster Open Communication * 279 Ironically, communication is easier said than done. We show you how to leverage communication systems and processes, make sure people get information on time, and create an environment in which people share their ideas and opinions, even when they disagree with you. 13 Speak with Impact • 295 Many people become awkward when they speak to a group, whether the group consists of a few coworkers or dozens of industry leaders. We help you manage your anxiety, prepare your message, appear confident, speak articulately, and engage your listeners. 14 Listen Attentively > 317 Listening well is a foundational skill for all leaders. We show you how to evaluate your current skills, convey genuine interest in others, listen carefully, clarify what you're hearing, and demonstrate understanding. 15 Write Effectively > 331 Managers are not always known for clear, professional writing. We help you figure out why you're writing, use the right format for your message, choose the right words, improve your grammar, and learn why an editor can be your friend. 16 Establish Relationships P 349 You have relationships at work-the question is whether they are positive or negative. We talk about how to relate to others in a positive, respectful way, build effective relationships with people at all levels in the organization, and leverage your networks to get things done. 17 Manage Conflict P 369 Conflict: unavoidable, but manageable. We help you understand how you and others react to conflict and give you ideas on how to address conflict more constructively, handle recurrent conflict, resolve issues between employees, and preserve relationships when the heat is on. 18 Increase Cultural Competence ' 385 If you don't already work with people from other cultures, backgrounds, and countries, you soon will. We discuss cultural bias and its impact, how to create an environment of involvement and acceptance, and how to address intolerance. 19 Focus on Customers m 403 Customers are the reason you're in business. We help you understand your customers and their businesses better, raise the bar for customer service, and develop a unified approach throughout your company that helps you surpass customer expectations. 20 Manage Execution > 435 The best plans in the world are just words on paper until people take action. As a manager, you often act through and with other people. So we focus on the key elements of delegation and facilitating meetings, plus setting expectations, measuring performance, and accountability. 21 Build Realistic Plans . 471 Without strong, realistic plans, it's difficult to accomplish your objectives. We help you build plans that support the organization's vision and strategy, coordinate efforts with individuals and groups, and plan for contingencies. 22 Manage and Improve Processes • 483 Processes may not be glamorous, but they save time and limit variation-both of which can be costly. Processes also enable organizations to deliver high-quality results. Here we offer tools to help you design, improve, and measure your processes. 23 Manage Change • 503 Change has a checkered reputation. Even though people often appreciate the results, they dread the process. We talk about how to get people on board, plan for and implement change, and reinforce both progress and success. 24 Show Drive and Initiative • 537 Commitment to excellence and willingness to invest yourself in your work make you invaluable to your organization. We show you how to pursue high standards, focus on meaningful results, put in the necessary effort, and persist when things get tough. 25 Lead Courageously P 557 Leaders need courage to take the right action, especially when there may be a negative backlash. We show you how to clarify what is important to you, take action despite risk or discomfort, and demonstrate inspiring leadership. 26 Establish Trust > 571 "Ethical business leader" doesn't have to be an oxymoron. We focus on both personal and organizational trust, from modeling high levels of integrity to responsible use of resources. 27 Show Adaptability 597 Ambiguity, stress, setbacks, mistakes, personal crises, rejection-life as a manager can be challenging. We help you adapt appropriately to people, shifting demands, and changing priorities; cope with frustration and stress; and maintain a positive outlook in the face of it all. 28 Learn Continuously 615 People who learn continuously see a payoff for their efforts, whether it's knowledge, skills, or sheer enjoyment. Because time is usually the biggest obstacle, we tell you how to learn efficiently, concentrate on what counts, and incorporate feedback to stay on track.