This title provides a comprehensive framework to enable the appreciation of the management role, offering alternatives and descriptions of successful solutions. It provides all the underpinning knowledge needed to cover the four key elements of the NEBS Management Introductory Award at Certificate level. INDICE Managing in context - achieving results Managing resources. Focusing on customers. Understanding the culture. Understanding the environment. Managing people - motivating staff. Leading and delegating. Managing and conflict. Improving performance. Managing change. Managing activities - changing inputs into outputs. Satisfying customers. Planning, organizing and controlling work. Managing the workplace. Managing information - solving problems and making decisions. Recording, storing and retrieving information. Communicating effectively: in writing. Communicating effectively: face-to-face. Managing resources - financial information and management control. Understanding financial accounts. Preparing and using budgets. Managing costs and resources.