A broad-based text for students and managers studying for management qualifications. It is aimed at the lynchpin role of the first-line manager, this being recognized as the key position between the direction the organization is going in, and the employees at operational level who have to deliver or produce services and products. The book considers: managing services and products; recruitment, training and development; budgets and accounts; and customer relationships to the more established repertoire of management styles, organizational behaviour and communications.