Becoming a successful manager : powerful tools for making a smooth transition to managing a team /

Includes bibliographical index.

Acknowledgments v
A Note from the Authors vii
Part I: Knowing the Territory 1
1 What Is a Professional Manager? 3
2 Defi ning Your Role 15
3 The Staff Mosaic—Working Together 23
4 Understanding Each Person in Your Department 39
5 Clarifying What You and Your Employees
Have in Common 47
Part II: Establishing a Solid
Departmental Foundation 53
6 Adopting Positive and Productive Attitudes 57
7 Perpetuating a Problem-Solving Culture 69
8 Listening—Really Listen and You Will Hear
More than Words 87
9 Mastering the Art of Asking Questions 103
10 Eliminating Weeds from Your Departmental Garden 117
11 Giving the Gift of Constructive Criticism 127
Part III: Building on Your Foundation 135
12 Hiring the Right People 139
13 Conducting Meaningful Performance Reviews 149
14 Delegating Effectively and
Empowering Employees to Take Risks 159
15 Mastering Productive Meetings Is as Easy as PIE 171
16 Resolving Confl icts 185
17 Handling Harassment 195
18 Moving Forward 203
Appendix 207
Index 213