- How to coach 23
Aims 24; The coaching sequence 24; Coaching
skills 25; Effective coaching 25; Planned coaching 25;
The manager as coach 26 - How to coordinate 27
Approaches to coordination 27; A case study 29 - How to achieve continuous improvement 32
What is continuous improvement 32; The significance
of continuous improvement 33; How to introduce
continuous improvement 33; Continuous
improvement techniques 35; The conditions required
to make continuous improvement work 39 - How to control 40
Essentials of control 40; Controlling inputs and outputs
42; Control systems 43; Management by exception 44 - How to be creative 46
Creativity 46; Innovation 53 - How to be decisive 55
Characteristics of the decision-making process 55;
Ten approaches to being decisive 56 - How to delegate 58
Advantages of delegation 59; The process of
delegation 59; When to delegate 60; How to
delegate 60; The thoughts of some successful
delegators 63; A case study 65 - How to delight customers 66
Factors influencing customer satisfaction 66;
Delighting customers 68; Case study – customer
service at Lands’ End 69 - How to develop your emotional intelligence 71
Emotional intelligence defined 71; The significance
of emotional intelligence 71; The components of
emotional intelligence 72; Developing emotional
intelligence 73; Neuro-linguistic programming 74;
Developing your own emotional intelligence 75
vi Contents