Armstrong's Handbook of Management and Leadership provides guidance on the processes of management and leadership with particular reference to what managers and aspiring managers need to know and do to make a difference. As well as presenting the key skills required for effective management it also deals with three important areas of management: change management, continuous improvement and the achievement of high levels of customer service. The book is aligned to the Leading, Managing and Developing People and Developing Skills for Business Leadership modules which are part of the Chartered Institute of Personnel and Development's Leadership and Management Standards. and this new edition has been completely rewritten to bring it in line with these new modules. The book is accompanied by additional online material for use by instructors as well as an exhaustive set of questions and answers to help students test their learning.