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Roy Lilley, creator of the best selling Tool Kit series for the NHS, has produced his personal A-Z of management topics. It covers key issues for today's managers to think about and act upon. The author takes the 26 letters of the alphabet and matches them to practical ideas for managers facing the challenges of change and the pressures of expectations. Each word he has chosen for his 'alphabet' encapsulates and describes a management style or achievement, or perhaps habits or routines, that have impressed him. They are words that describe the extra 'thing' that made a manager stand out, sparkle, seem different from the rest.