Career management -- Career planning -- Changing careers -- What to do if you get fired -- Assertiveness -- Influencing people -- Influencing senior management -- Conflict between you and others -- Appreciating diversity -- Negotiating : power strategies -- Using win-win tactics -- Problem solving -- Personal goal setting -- Time management -- Avoiding time wasters -- Communicating upwards -- Communicating with associates -- Oral communication -- Crossing language barriers -- Reading body language -- Managing the grapevine -- Written communication -- E-mail -- The internet -- Report writing -- Speeches -- Presentations -- Using visual media in presentations -- Team building -- Teamwork -- Measuring team performance -- Commitment -- Team problem solving -- Creative problem solving -- Meetings -- Setting an agenda -- Keeping meetings short -- Problem behaviour in meetings -- Attending other people's meetings -- Leadership -- Decision making -- Change management -- Evaluating team readiness for change -- Overcoming resistance to change -- Listening -- Counselling -- Coaching -- Mentoring -- Delegating -- Motivating -- Encouraging creativity -- Empowering -- Providing recognition -- Giving feedback -- Handling conflict between associates -- Preventing conflict -- Health and safety -- Accidents -- Anger management -- Chemical abuse -- Stress -- Harassment -- Absenteeism -- Conducting an attitude survey -- Hiring interviews -- Orientation -- Training -- Workshops -- Performance appraisals -- Discipline interviews -- Termination interviews -- Exit interviews -- Unionization -- Working with your union -- Mission statements -- Customer service -- Productivity -- Project management -- Benchmarking -- Process improvement -- Group goal setting -- Strategic planning -- Outsourcing.