Table of Contents

Foreword

About the Second Edition
How to Read this Book

Part I – The New Environment

1. Management – Leaders
2. Vision & Mission
3. Customer Service
4. Politics
5. Change
6. Communication
7. Time Management

Part II – Employees

8. Hiring
9. Delegation
10. Evaluation
11. Motivation
12. Training
13. Stress

Part II – Planning Functions

14. Planning
15. Plan Format
16. Permitting
17. Boards and Commissions
18. Building Permits

Part IV - Office Management

19. Organization
20. Systems
21. Budget
22. Technology
24. Telephone
24. Office Space
25. Forms
26. Manuals and Handouts
27. Measurement
28. Consultant Selection
29. Other Office Management Issues
30. Downsizing

Part V - Tools

31. Focus Groups
32. Peer Review
33. Benchmarking
34. Department Audits
35. Unemployment Blues
Annotated Bibliography

Index

About The Author

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