management, delighting customers, how things go wrong
and how to put them right, managing strategically,
managing systems and processes, meetings, organizing,
planning, preparing a business case, prioritizing, project
management and strategic management.
■ Managing and developing yourself (enhancing personal skills):
assertiveness, being creative, being decisive, clear thinking,
communicating, developing emotional intelligence, effective
speaking, getting on, how to be interviewed, influencing,
making a business case, making things happen, managing
stress, negotiating, problem-solving and decision-making,
recovering from setbacks, report writing, self-development,
and time management.
In 24 of the chapters, actions are summarized in a useful ‘Ten
things to do’ format.
xvi Preface