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It's easy to be confused by the constant stream of new management trends and techniques.  However, real success depends on leadership -- inspiring others to excel.  Support consultant Rick Kilton has distilled the art of leadership into seven timeless principles. Whether you're a seasoned executive or a new supervisor, you'll learn that great leadership means focusing on the human element - valuing and nurturing your employees.

Table of Contents

1. A good leader serves
   • Employees are your customers
   • You can learn to lead
2. Listen to employees
   • Get your information directly
   • Get information in writing
3. Communicate operational objectives
   • Deliver information directly
   • Keep channels open
4. Treat each employee as an individual
   • Know yourself, know others
   • Adjust communication for each audience
5. Address each employee's unique developmental levels
   • Adjust leadership to each task
   • Aim for empowerment
6. Create and communicate performance metrics
   • Choose your metrics carefully
   • Make customer perception a priority
   • Share the results
7. Recognize those who exceed expectations
   • Make the goals clear
   • Make the rules fair
   • Reward customer service
8. Invest in employees
   • Training maintains "product" quality
   • Training increases loyalty
9. Putting it all together: Making leadership work

Appendix - Where to learn more