Sub j e c t I n d e x absenteeism 279­81 adding value 55 aggression, handling of 237 analysis of achievements, skills and knowledge 218 analytical skills 301 appraisal meetings, see performance review meetings arguments development of 304­05 justifying 305 attracting people to the organization 68­69 authentic leaders 15 authenticity 15 average or mean 318 causality 319­20 central tendency, measures of 318 centres of expertise 82 chairing meetings 262­63 change management change agents 193­94 change models 188­91 the change process 187 defined 185­86 facilitating change 195­97 guidelines 197 holding the gains 187 implementing change 193­94 leading change 186, 195