Engagement is the watchword of our time - how to engage customers, how to engage leadership teams and how to engage the people working across an organisation to improve performance, reduce costs and deliver against ever stretching commercial outcomes and competition. Although there are books, conferences, and a government taskforce looking at people engagement, much of it is approached from an HR or Executive perspective, rather than in practical, on-the-ground operational ways. Much of it fails to address common leadership mindset and behaviours at 1st and 2nd line management level. These leaders manage as many as 80% of an organisations people and yet are too often seen as too junior or too large a population to receive the quality of leadership and personal development it needs and deserves. This book focuses on those who are leading, serving and working in the 80% - and who in turn are probably serving the majority of any company's customers. It addresses the domi