1 Organizational Theory 1
2 Management Skills 22
3 Management of People 61
4 Selection, Recruitment and the Induction Process 86
5 Training 93
6 Motivation 100
7 Managing a Group 108
8 Change management 128
9 Development 136
10 Self Management 153
11 Customer Service 168
12 The Managerial Environment 177
Index 212

Few industries have undergone more dramatic restructuring and reallocation of human resources in recent years than banking. In addition to the impact of technology the addition of new companies to the list of those that sell financial products has led to a dramatic change in the way staff are trained, motivated and deal with customers. This book compares and contrasts management styles and theories and illustrates the strategic importance of management skills, together with institutional management issues such as change management, total quality management and customer service.