PART 1: Understanding your organisation -- 1. The changing work environment -- 2. The operating environment -- 3. The formal organisation -- 4. The informal organisation -- PART 2: Managing yourself -- 5. Building a strong communication foundation -- 6. Strengthening your personal skills -- 7. Establishing effective working relationship -- 8. Managing priorities -- PART 3: Leading others -- 9. Understanding leadership -- 10. Understanding motivation, engagement and retention -- 11. Unlocking peak performance -- 12. Assigning work and delegating duties -- 13. Building effective work teams -- 14. Leading non-traditional teams -- 15. Providing formal and informal performance reviews and feedback -- 16. Managing underperformance -- PART 4: Managing operations -- 17. Developing, managing and monitoring operational plans -- 18. Solving problems and making decisions -- 19. Caring for customers -- 20. Satisfying the quality and continuous improvement imperatives -- 21. Introducing and managing change -- 22. Identifying and managing risks -- 23. Managing for sustainability -- PART 5: Workplace practice -- 24. Recruiting and inducting employees -- 25. Leading a diverse workforce -- 26. Encouraging a learning environment and developing employees -- 27. Leading and attending meetings -- 28. Ensuring a safe and healthy workplace -- 29. Managing for psychological safety and wellbeing.