First days in the job -- Demeanour : settting the tone -- Leadership principles -- Trusting your instincts -- Focusing on what matters -- Managing meetings -- Time management -- You and your boss -- Setting and selling a vision -- Leading strategy -- International markets and strategy -- Leadership priorities -- Defining your leadership team -- Managing your leadership team -- Your team is more skilled than you -- Team members in other countries -- Credibility from repetition -- Resistance to change -- Making the right things happen at the right time -- Staff meetings -- Collaborating with sister businesses -- Managing change -- People performance management -- Interpersonal conflict -- The difficult interview -- Objectives and incentives -- The importance of the customer -- The customer journey 1: customer experience -- The customer journey 2: technology journey -- Sell! sell! sell! -- Marketing is everyone -- Branding and organisational identity -- Leading product development -- Internet transformations -- Building relationships -- Supplier strategies -- Managing costs -- The knowledge premium -- Awaydays -- Seeking feedback -- Human resources -- Technology resources -- Learning resources.