Pergamon Flexible LearningAn imprint of Elsevier ScienceLinacre House, Jordan Hill, Oxford OX2 8DP200 Wheeler Road, Burlington, MA 01803First published 1986Second edition 1991Third edition 1997Fourth edition 2003Copyright © ILM 1986, 1991, 1997, 2003All rights reserved.
No part of this publication may be reproduced in any material form (includingphotocopying or storing in any medium by electronic means and whetheror not transiently or incidentally to some other use of this publication) withoutthe written permission of the copyright holder except in accordance with theprovisions of the Copyright, Designs and Patents Act 1988 or under the termsof a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham CourtRoad, London, England W1T 4LP. Applications for the copyright holder’s writtenpermission to reproduce any part of this publication should be addressedto the publisher
British Library Cataloguing in Publication Data
A catalogue record for this book is available from the British LibraryISBN 0 7506 5883 5For information on Pergamon Flexible Learningvisit our website at www.bh.com/pergamonflInstitute of Leadership & Managementregistered office1 Giltspur StreetLondonEC1A 9DDTelephone 020 7294 3053www.i-l-m.comILM is part of the City & Guilds GroupThe views expressed in this work are those of the authors and donot necessarily reflect those of the Institute of Leadership &Management or of the publisherAuthors: Clare Donnelly and Howard SenterEditor: Clare DonnellyEditorial management: Genesys, www.genesys-consultants.comComposition by Genesis Typesetting Limited, Rochester, KentPrinted and bound in Great Britain by MPG Books, Bodmin