The behavioural management of bank tellers delivering service to customers is examined. The degree of quality service is defined by six dimensions: greeting, eye contact, speed of service, help offered, personal recognition, and appreciation. Techniques consisted of providing PIGS feedback...

Qualitative information‐gathering techniques are focused on to determine whether they can be adapted or adopted to support strategic goal‐setting. Much of the literature suggests that if planning is based on information gathered and presented in a manner which managers can understand they...

Critical management and leadership issues relating to managing major organisational change are examined. It is shown that the key to leading change successfully through turbulent times is to recognise and respond to the needs, fears, and interests of the people who will be most affected by the...

In this article two personnel management strategies are discussed: a control strategy and a commitment strategy. The main argument is that in most circumstances a balanced strategy has clear advantages over one of the two extreme options.

Organisations must adapt to change more rapidly than ever, with fewer managers. Practical leadership tools for fast‐paced “on‐the‐fly” interactions are not widely available. The Microskills System provides a model for leading which permits leaders to employ simple skills in various...

Planning approaches have long been of interest in identifying opportunities and co‐ordinating decisions. An “action” planning perspective is offered which seeks to assist managers in gaining membership commitment in the planning process.

The second of five articles is presented on results achieved by use of positive reinforcement techniques by a US hospital Medical Information Systems department. The aims were to improve the department′s performance and win co‐operation from the administration, other departments, medical...

Discusses some aspects of power and powerlessness of contemporary leaders from four different areas of experiences: psychoanalysis, therapeutic communities, Tavistock conferences on group relations, and as a consultant in organisations. Some common trends of narcissism from these areas are seen...

A “process” theory of motivation is explored, namely reinforcement theory. Reinforcement theory is defined and the four primary strategies for implementing it – positive reinforcement, negative reinforcement, punishment and extinction – are described. The advantages and disadvantages of...

A study of the top management team′s understanding of their own company′s strategic positioning reveals greater levels of differences in perceptions than might be expected or desirable. The perceptions of competitors was even less closely shared. These results suggest scope for training...