How to Be an Even Better Manager: A Complete A-Z of Proven Techniques and Essential Skills

Contents......Page 5
Foreword to the seventh edition......Page 13
Preface......Page 15
1 How to be a better manager......Page 17
WHAT MANAGEMENT IS ABOUT......Page 18
PURPOSE OF MANAGEMENT AND LEADERSHIP......Page 19
THE PROCESSES OF MANAGEMENT......Page 21
MANAGERIAL ROLES......Page 22
THE FRAGMENTARY NATURE OF MANAGERIAL WORK......Page 23
WHAT MANAGERS ACTUALLY DO......Page 24
WHAT MANAGERS CAN DO ABOUT IT......Page 25
MANAGERIAL QUALITIES......Page 26
MANAGERIAL EFFECTIVENESS......Page 27
DEVELOPING MANAGERIAL EFFECTIVENESS......Page 28
TEN FUNDAMENTAL WAYS OF BECOMING A BETTER MANAGER......Page 29
ASSERTION AND AGGRESSION......Page 30
HANDLING AGGRESSION......Page 31
INFLUENCING STYLES......Page 32
BARRIERS TO COMMUNICATION......Page 33
OVERCOMING BARRIERS TO COMMUNICATION......Page 35
LISTENING SKILLS......Page 37
4 How to coach......Page 39
THE COACHING SEQUENCE......Page 40
PLANNED COACHING......Page 41
THE MANAGER AS COACH......Page 42
APPROACHES TO COORDINATION......Page 43
A CASE STUDY......Page 45
WHAT IS CONTINUOUS IMPROVEMENT?......Page 48
HOW TO INTRODUCE CONTINUOUS IMPROVEMENT......Page 49
CONTINUOUS IMPROVEMENT TECHNIQUES......Page 51
THE CONDITIONS REQUIRED TO MAKE CONTINUOUS IMPROVEMENT WORK......Page 55
ESSENTIALS OF CONTROL......Page 56
CONTROLLING INPUTS AND OUTPUTS......Page 58
CONTROL SYSTEMS......Page 59
MANAGEMENT BY EXCEPTION......Page 60
CREATIVITY......Page 62
INNOVATION......Page 69
CHARACTERISTICS OF THE DECISION-MAKINGPROCESS......Page 71
TEN APPROACHES TO BEING DECISIVE......Page 72
10 How to delegate......Page 74
THE PROCESS OF DELEGATION......Page 75
HOW TO DELEGATE......Page 76
THE THOUGHTS OF SOME SUCCESSFUL DELEGATORS......Page 79
A CASE STUDY......Page 81
FACTORS INFLUENCING CUSTOMER SATISFACTION......Page 82
DELIGHTING CUSTOMERS......Page 84
CASE STUDY – CUSTOMER SERVICE AT LANDS’ END......Page 85
THE SIGNIFICANCE OF EMOTIONAL INTELLIGENCE......Page 87
THE COMPONENTS OF EMOTIONAL INTELLIGENCE......Page 88
DEVELOPING EMOTIONAL INTELLIGENCE......Page 89
NEURO-LINGUISTIC PROGRAMMING......Page 90
DEVELOPING YOUR OWN EMOTIONAL INTELLIGENCE......Page 91
THE MANAGER’S CONTRIBUTION TO EFFECTIVE DEVELOPMENT......Page 93
MANAGEMENT DEVELOPMENT......Page 94
COACHING......Page 96
14 How to get on......Page 97
KNOWING YOURSELF......Page 98
KNOWING WHAT YOU WANT......Page 102
PERSONAL QUALITIES AND BEHAVIOUR......Page 103
SELF-DEVELOPMENT......Page 104
DEFINING THE MEANS OF SATISFYING NEEDS......Page 105
PERSONAL DEVELOPMENT PLANS......Page 106
TEN SELF-DEVELOPMENT STEPS......Page 107
HANDLING DIFFICULT PEOPLE......Page 108
HOW TO HANDLE NEGATIVE BEHAVIOUR......Page 111
TEN RULES FOR EFFECTIVE PERSUASION......Page 116
CASE PRESENTATION......Page 118
THE NATURE OF A SELECTION INTERVIEW......Page 122
PREPARING FOR THE INTERVIEW......Page 123
THE CONTENT OF AN INTERVIEW......Page 124
PLANNING THE INTERVIEW......Page 126
INTERVIEWING TECHNIQUES......Page 127
ASSESSING THE DATA......Page 131
PREPARING FOR THE INTERVIEW......Page 133
RESPONDING TO QUESTIONS......Page 135
ENDING ON A HIGH NOTE......Page 136
THE ROLES OF THE LEADER......Page 137
THE IMPACT OF THE SITUATION......Page 138
LEADERSHIP QUALITIES......Page 139
BEHAVIOURS PEOPLE VALUE IN LEADERS......Page 140
LEADERSHIP CHECKLIST......Page 141
CASE STUDIES......Page 142
THE BASIS FOR A BUSINESS CASE......Page 145
ENHANCING THE BUSINESS CASE......Page 147
21 How to make things happen......Page 148
WHAT MAKES ACHIEVERS TICK?......Page 149
WHAT DO ACHIEVERS DO?......Page 150
HOW TO ANALYSE YOUR OWN BEHAVIOUR......Page 151
CONCLUSION......Page 152
22 How to manage your boss......Page 153
GETTING AGREEMENT......Page 154
IMPRESSING YOUR BOSS......Page 156
23 How to manage change......Page 158
HOW PEOPLE CHANGE......Page 159
THE PROCESS OF CHANGE......Page 160
THE APPROACH TO CHANGE MANAGEMENT......Page 161
GUIDELINES FOR CHANGE MANAGEMENT......Page 163
GAINING COMMITMENT TO CHANGE......Page 164
24 How to manage conflict......Page 166
HANDLING INTER-GROUP CONFLICT......Page 167
HANDLING CONFLICT BETWEEN INDIVIDUALS......Page 168
CONCLUSION......Page 170
WHAT IS CRISIS MANAGEMENT?......Page 172
CAUSES OF CRISES......Page 173
CRISIS MANAGEMENT BEHAVIOUR......Page 174
WHEN TO FIGHT......Page 176
CRISIS MANAGEMENT TECHNIQUES......Page 178
QUALITIES OF A CRISIS MANAGER......Page 180
CRISIS MANAGEMENT TECHNIQUES – ORGANIZATIONS......Page 181
26 How to manage performance......Page 182
MONITORING PERFORMANCE......Page 183
REVIEWING PERFORMANCE......Page 184
PROJECT PLANNING......Page 188
CONTROLLING THE PROJECT......Page 190
TEN STEPS TO EFFECTIVE PROJECT MANAGEMENT......Page 191
28 How to manage risk......Page 192
CATEGORIES OF RISK......Page 193
MANAGING RISK......Page 194
WHAT IS STRATEGY?......Page 196
STRATEGIC MANAGEMENT......Page 197
TEN THINGS TO DO IF YOU WANT TO MANAGE STRATEGICALLY......Page 198
30 How to manage stress......Page 199
MANAGING STRESS IN OTHERS – WHAT THE ORGANIZATION CAN DO......Page 200
MANAGING YOUR OWN STRESS......Page 201
MANAGING SYSTEMS......Page 203
THE CONFLICT AND CHALLENGES THAT MANAGING SYSTEMS AND PROCESSES PRESENTS......Page 204
ANALYSIS......Page 206
ORGANIZING YOURSELF......Page 208
ORGANIZING OTHER PEOPLE......Page 211
TIME-CONSUMER’S CHECKLIST......Page 212
WHY POOR PERFORMANCE OCCURS......Page 217
THE ACTIONS REQUIRED TO MANAGE UNDER-PERFORMANCE......Page 218
DISMISSING PEOPLE......Page 220
TEN STEPS TO MANAGE UNDER-PERFORMERS......Page 221
WHY HAVE A PLAN?......Page 223
HOW SHOULD A BUSINESS PLAN BE STRUCTURED?......Page 224
HOW SHOULD THE PLAN BE PRESENTED?......Page 228
35 How to recover from setbacks......Page 229
DOWN WITH MEETINGS......Page 231
WHAT’S RIGHT WITH MEETINGS?......Page 232
DOS AND DON’TS OF MEETINGS......Page 233
CHAIRING MEETINGS......Page 234
MEMBERS......Page 235
37 How to motivate people......Page 237
TYPES OF MOTIVATION......Page 238
BASIC CONCEPTS OF MOTIVATION......Page 239
IMPLICATIONS OF MOTIVATION THEORY......Page 240
APPROACHES TO MOTIVATION......Page 241
FINANCIAL REWARDS......Page 242
NON-FINANCIAL REWARDS......Page 243
TEN STEPS TO ACHIEVING HIGH LEVELS OF MOTIVATION......Page 245
38 How to negotiate......Page 247
TRADE UNION NEGOTIATIONS......Page 248
THE PROCESS OF NEGOTIATION......Page 249
NEGOTIATING TACTICS......Page 252
39 How to network......Page 260
WHAT ARE OBJECTIVES?......Page 262
HOW ARE INDIVIDUAL WORK OBJECTIVES EXPRESSED?......Page 263
WHAT IS A GOOD WORK OBJECTIVE?......Page 264
DEFINING WORK OBJECTIVES......Page 265
OFFICE POLITICS – GOOD OR BAD?......Page 269
POLITICAL APPROACHES......Page 270
POLITICAL SENSITIVITY......Page 271
DEALING WITH OFFICE POLITICIANS......Page 272
USE OF POLITICS......Page 273
ORGANIZATION DESIGN......Page 275
THE APPROACH TO ORGANIZATION DESIGN......Page 276
ORGANIZATION GUIDELINES......Page 277
THE PROCESS OF ORGANIZATION DESIGN......Page 279
DEFINING STRUCTURES......Page 280
IMPLEMENTING STRUCTURES......Page 281
PLANNING......Page 283
PLANNING ACTIVITIES......Page 284
PLANNING TECHNIQUES......Page 285
OVERCOMING NERVOUSNESS......Page 288
PREPARATION......Page 289
DELIVERY......Page 293
USING POWERPOINT......Page 294
CONCLUSION......Page 296
45 How to prioritize......Page 297
IMPROVING YOUR SKILLS......Page 299
TEN STEPS FOR EFFECTIVE PROBLEM SOLVING......Page 301
47 How to be an effective team leader......Page 302
THE SIGNIFICANCE OF TEAMS......Page 303
SELF-MANAGING TEAMS......Page 304
TEAM EFFECTIVENESS......Page 305
TEN THINGS TO DO TO ACHIEVE GOOD TEAMWORK......Page 306
TEAM PERFORMANCE REVIEWS......Page 307
CHECKLIST FOR ANALYSING TEAM PERFORMANCE......Page 308
48 How to think clearly......Page 309
TESTING PROPOSITIONS......Page 310
FALLACIOUS AND MISLEADING ARGUMENTS......Page 311
STUDIES OF INCOMPETENCE......Page 318
WHAT CAN YOU DO ABOUT IT?......Page 323
PLANNING THE CAMPAIGN......Page 326
DIAGNOSIS......Page 327
TROUBLESHOOTING CHECKLIST......Page 328
CURE......Page 329
USING MANAGEMENT CONSULTANTS TO TROUBLESHOOT......Page 330
WHAT MAKES A GOOD REPORT?......Page 332
STRUCTURE......Page 333
PLAIN WORDS......Page 334
PRESENTATION......Page 335
Appendix Positive or negative indicators of performance......Page 337
General bibliography......Page 345
Further reading from Kogan Page......Page 349
Index......Page 353