Includes bibliographical references and index

XIII. Series adviser's preface -- XIX. Foreword to the third edition -- XXI. Glossary of terms -- XXV. Introduction -- 1. Building teams -- 2. Communication and presentation: how to communicate with customers -- 3. Ethical perspective -- 4. Focus on results -- 5. Influencing others -- 6. Managing information: what to provide when communicating with customers -- 7. Self-confidence and personal drive -- 8. Self management -- 9. The strategic perspective -- 10. Thinking and decision-taking