"Armstrong's Handbook of Management and Leadership" provides guidance on the processes of management and leadership with particular reference to what managers and aspiring managers need to know and do to make a difference. As well as presenting the key skills required for effective management it also deals with three important areas of management: change management, continuous improvement and the achievement of high levels of customer service. The book is aligned to the Managing for Results module which is part of the Chartered Institute of Personnel and Development's Leadership and Management Standards. This new edition has been updated to bring it inline with changes made to this module, as well as updates to reflect new thinking and ideas in this area. The text also serves as an ideal resource for those studying introductory management modules on business and HR programmes. The book is accompanied by additional online material for use by instructors as well as an exhaustive set of questions and answers to help students test their learning.

Table of Contents

Part 1 THE PRACTICE OF MANAGEMENT. The processes of management: and leadership; The role of the manager; The role of the leader Part 2 APPROACHES TO MANAGEMENT. Managing for results; Managing strategically; Managing for performance; Managing the business; Management skills; Managing processes and systems; Managing health and safety; Self-development Part 3 ORGANIZATIONS. Understanding organizations; Designing organizations; Organization development Part 4 DELIVERING CHANGE. The process of change; Change management Part 5 ENHANCING CUSTOMER RELATIONS. The essence of customer relations; Delivering high levels of customer service Part 6 ENABLING CONTINUOUS IMPROVEMENT. Continuous improvement; Quality management Appendix Alignment of text to Managing for Results CIPD Professional Standards Bibliography Index

Author Biography

Michael Armstrong is a former Chief Examiner of the Chartered Institute of Personnel and Development, joint managing partner of e-reward and an independent management consultant. He has sold over 500,000 books on the subject of HRM (published with Kogan Page), including the leading HR title Armstrong's Handbook of Human Resource Management Practice.