Introducing first-line management : trends impacting your future -- Becoming a first-line manager -- Managing and leading -- Managing organizational behavior -- Decision making, problem solving, and managing conflict -- Applying technology and implementing research -- Marketing and advocating -- Financial management -- Staffing services -- Volunteer and intern management -- Communicating effectively in the workplace -- Creating a motivating work environment -- Managing for service accountability -- Managing risk, safety, security, and legal aspects -- Managing service quality in health care -- Managing your future : professional qualities and career planning