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Water-Impact-Booklet1.4

C: Human Behaviour D: Good Practices Introduction 23 Conflict Resolution 24 Effective Meetings 25 Time Management 26 Ethics 27 Teamwork 28 Doing a Good Job 29 Communicating Effectively 30 Reporting and Analysis 31 Making Effective Presentations 32 Negotiation 33 Leading People 34 Motivation 35 Employee Feedback Introduction 36 Human Resources Management 37 Training 38 Mainstreaming HIV/AIDS in the Water and Sanitation Sector 39 Performance Management 40 Quality Management 41 Minimum Service Standards 42 Health and Safety 43 Crisis Management 44 Standard Operating Procedures 45 Business Process 46 Serving the Poor 47 Non-Revenue Water Management 48 Private Sector Participation 49 Water Demand Management 50 Information and Communications Technology 51 Customer Service 52 Revenue Generation 53 Capital Management 54 Financial Management 55 Water Associations 56 Public Involvement

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