achievement 227
achievers 133–35
Adair, J 122, 123
aggression
and assertiveness 17
handling 15–16
agreement, getting 138–40
arguments, fallacious and
misleading 295
assertiveness
and aggression 14
assertive behaviour 15
Back, K 14
begging the question 300
behaviour, analysis of own
135–36
benchmarking 28
brainstorming 37–38
business case
basis for 129–31
defined 129
enhancing 131
business plan, preparation of
definition 207
presentation of 212
reason for 207–08
structure of 208–12case presentation 102–05
cause and effect diagrams 36
change management
approach to 145–46
gaining commitment to
change 148–49
guidelines for 147–48
how people change
143–44, 421–22
operational change 143
process of 144–45
strategic change 143
types of change 143Index