Table of Contents

PART 1 MANAGING YOURSELF 1 Managing Your Time and Priorities3 2 Developing Effective Working Relationships 25 3 Honing Your Team Leader Skills 61 4 Taking Charge of Your Career 84 PART 2 MANAGING PEOPLE 5 Leading Your Team 113 6 Motivating, Engaging and Retaining Team Members138 7 Recruiting and Inducting Team Members 152 8 Building Peak Performance and Productivity with Informal and Formal Feedback 183 9 Dealing with Underperformance 216 10 Improving Results through Training 233 11 Building a High-Performing Team 258 12 Leading Productive Meetings 289 13 Assigning and Delegating Work to Individuals and Teams 318 PART 3 MANAGING OPERATIONS 14 Knowing Your Customers and Delivering the Quality They Want 337 15 Introducing and Leading Change 358 16 Planning, Solving Problems and Making Decisions 381 17 Innovating Continuous Improvements 410 Acknowledgements 423 Glossary 425 Index 432

About the Author

With academic and business books in nine languages, Kris is recognised internationally as a leading authority on workplace and individual productivity, performance management, leadership and effective communication. Her training programs, workshops and keynote speeches give a new depth of understanding and more powerful skills to audiences across the Pacific Rim. Kris holds a BSc (Hons) in Industrial Psychology, a Graduate Diploma in Manufacturing Technology and a Graduate Certificate in Adult Education. She has extensive and diverse experience working with people from all levels across a range of industries including finance, food and beverages, mining and manufacturing.