In this chapter I provide:
• A description of what makes a great leader.
• An outline of the difference between leading and managing.
• A self-assessment tool for finding whether you spend most of your time managing or leading, and the implications of that for you, your colleagues and your customers.
I was working in a business recently that had undergone a lot of change. Morale in the organisation was poor and there was uncertainty about the future. There was generally a stale air about the place and productivity was low.
There were several departments, however, including IT, where the atmosphere was entirely different. People in these departments had a buzz about them, they talked ...