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Consultants like me and the new (that is to say “old”) economy 170
Ten tips for the small (and large) business website (and for 174

consultants)

10 The power to influence 177
questions of sales and success
180
Using questions intelligently 183
Influence psychology

11 Making change pay 187
questions of transformation
188
Behaviour in time of change 193
Lambert’s Laws – again

12 Stop wasting the training budget! 195
questions of profitable learning
196
Building world-class knowledge 196
Research 206
What is knowledge management? 208
How well do we manage knowledge today – a self assessment 211
A simple game plan for success 211
Conclusion

13 When others have the answers 213
questions of choosing and using consultants
214
Should I use consultants? 214
Thought starters 217
Interviewing consultants 222
Key reasons for using consultants 223
Think about making a very short, but telling speech 223
When assigning the consultant 224
Clients have rights 227
Accredited consultant code of ethics

Glossary (and soapbox) 229

Index 247

viii Contents