A Handbook of Management and Leadership: A Guide to Managing for Results

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A Handbook of Management and Leadership is the definitive guide on the processes of management and leadership. Aligned to the Chartered Institute of Personnel and Development’s module Managing for Results, it covers key skills in management and approaches to effective leadership. Packed with essential information on key theories and best practice, and written in a highly readable style, it contains many checklists, diagrams and summaries. This detailed handbook also includes comprehensive material on: The practice of management - including management roles, leadership and strategic management; Delivering change - including the process of change and the context of change; Enhancing customer relations - approaches to customer service and achieving high levels of customer service; Enabling continuous improvement and quality management. Best practice case studies from a number of international organizations such as Singapore Airlines, Audi, Dell and the Boeing Company are included, and up-to-date guidelines on the CIPD’s Managing for Results module makes A Handbook of Management and Leadership essential reading for human resource practitioners, managers and students.

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s Michael Armstrong is a Companion of and former Chief Examiner (Employee Reward) for the Chartered Institute of Personnel and Development, and a fellow of the Institute of Management Consultancy. Tina Stephens is a specialist in employee reward and in management and leadership development. A Chartered Fellow of the Chartered Institute of Personnel and Development her career spans management roles in the private and higher education sectors. Table of Contents Part I The Practice of Management The nature of management Leadership The role of the manager Managerial activities Approaches to management Making things happen Strategic management Systems and process management Self-development Part II Delivering Change The process of change The context of change Change management Part III Enhancing Customer Relations Basis of customer service Approaches to customer service Achieving high levels of customer service Part IV Enabling Continuous Improvement Continuous improvement Quality management.