Better Manager 7th prelims:Better Manager 7th edition

can judge. The responsibility is always mine, but the decision lies with whoever is on the spot.’ A CASE STUDY A group of resear ...

How to delight customers A delighted customer is one that is completely satisfied with a product or service from the viewpoint o ...

fitness for purpose, reliability, durability and low mainten- ance. For services it will be concerned with the achievement of an ...

continually rising levels of service and more choice and will be dissatisfied if standards are only maintained at a level which ...

Monitor performance by reference to core customer service values and expected behaviour. Recognize and reward high levels of cu ...

The reason why the company wants to inspire staff is because it believes that the difference between doing something and doing i ...

How to develop your emotional intelligence EMOTIONAL INTELLIGENCE DEFINED Emotional intelligence has been defined by Daniel Gole ...

It is a familiar situation. Someone with lots of technical, profes- sional or specialist expertise is promoted to a managerial j ...

moods, emotions and drives as well as their effect on others. This is linked to three competencies: self-confidence, realistic s ...

■ Gauge readiness – ensure that people are prepared to improve their level of emotional intelligence. ■ Motivate people to belie ...

what you are doing that does not work, and what you need to do differently. It is suggested that if you change what you think, f ...

If possible, get help from a mentor, a counsellor or an execu- tive coach. The latter can be particularly useful if they know t ...

How to develop people INVESTING IN PEOPLE The chairman of an advertising firm once said that his ‘inventory goes up and down in ...

Determine the standards of performance required for each of the jobs you control. Analyse the competences (what you expect peop ...

development, and ensuring, as far as possible, that management succession is provided for. Managers need to be given the opportu ...

Projects which enlarge experience in unfamiliar areas, for example, a marketing executive in finance or vice versa, are particul ...

How to get on Getting on is first about knowing what you can do – your strengths and weaknesses. Then you can decide what you wa ...

KNOWING YOURSELF Carlyle once described the saying ‘know thyself’ as an impos- sible precept. He felt that to ‘know what thou ca ...

What sort of person am I?(This is the most difficult question of all to answer truthfully.) The following is a checklist of the ...

■ Confident – self-assured, serene, placid. ■ Experimenting– critical, liberal, analytical, free-thinking; or ■ Conservative– re ...