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 Phi from Myanmar with Leadership & Management Leadership is an essential aspect of business management and this course looks at the tools of setting standards, quality assurance and how to develop services to exceed customer expectations. HND students have an assignment where they construct an organisational development plan for a hotel.
Chapter: 1 The Changing Nature of Leadership and Management
Chapter: 2 The Quest for Quality
Chapter: 3 The Malcolm Baldrige National Quality Award and the Ritz-Carlton
Chapter: 4 Quality Service
Chapter: 5 Continuous Improvement--Process and Tools
Chapter: 6 Power and Empowerment
Chapter: 7 Communication Skills
Chapter: 8 Goal-Setting, Coaching, and Conflict-Management Skills
Chapter: 9 High-Performance Teams
Chapter: 10 The Challenge of Diversity
Chapter: 11 Managing Organizational Change
Chapter: 12 Strategic Career Planning
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