chop logic 301
clear thinking 293–301
coaching
aims 24
defined 23
effective coaching 25
planned coaching 25–26
role of manager 26
sequence 24
skills 25
communicating
barriers to 17–19
and continuous
improvement 34
and coordination 29
listening skills 21–22
overcoming the barriers
19–20
competency framework
11–12
conflict management
conflict between
individuals, handling of
152–55
inevitability of conflict
150
inter-group conflict,
handling of 151–52
consequence management
57
continuous improvement
conditions for success
39
defined 32–33
introduction of 33–35
significance of 33
techniques 35–38
controlling
aim 40
control systems 43
and coordination 28
effective control 41
essentials of 40–42
input control 42
management by exception
44–45
measurement 44
output control 43
overcoming problems
41–42
problems 41
coordinating
approach to 27–29
need for 27
core values 248
creativity
barriers to 48
creative thinking 46
developing skills 48–52
process of 47
crisis management
behaviour 158–59
causes of crises 157–58
defined 156
in negotiations 160
management crises 158
techniques 162–63,
164–65
qualities of a crisis manager
164
when to fight 160–62
critical evaluation 36
customers
customer satisfaction
66–68
delighting customers 66,
68–69
de Bono, E 46–47
decision making 55–57
delegating
advantages of 59
allocating work 108–09
and coordination 28
giving out work 61–62338 Index