Terry Gillen proposes that practical leadership is about orchestrating better performance - not by coercion or pulling rank but by creating the conditions so that people want to perform better. Hyperbole and abstract theories are cast aside in favour of ideas that can be put into action immediately. Firstly, the book shows how to improve staff performance by clarifying performance expectations and harnessing opportunities to increase motivation and develop potential. The book then looks at enhancing your leadership skills. Acquiring "vision" and "charisma" is all very well, but Gillen analyses how these qualities translate into practice. He focuses on the critical incidents or "moments of truth" such as handling conflict, making decisions, problem solving and many more, showing how to turn them into opportunities for increasing your credibility. Above all, he demonstrates that what really counts is the ability to connect your people.