1. Building teams -- 2. Communication and presentation: how to communicate with customers -- 3. Ethical perspective -- 4. Focus on results -- 5. Influencing others -- 6. Managing information: what to provide when communicating with customers -- 7. Self-confidence and personal drive -- 8. Self-management -- 9. The strategic perspective -- 10. Thinking and decision-taking -- App. 1. Checklist of questions to ask as you work through the personal competency model -- App. 2. Examples of units of competence -- App. 3. The Personal Competency Model
