Charles Cotter, PhD

charles cotter charles cotter phd hrm human resources management strategic hrm strategic human resources management learning and development strategic learning and development training strategic performance advisor employee engagement performance management succession planning hrm metrics transformational leadership leadership balanced business scorecard talent management conflict management strategic performance advisor model l&d talent acquisition recruitment balanced scorecard conflict resolution interpersonal skills strategic workforce planning change management hr planning deloitte hc trends strategic talent management hrm analytics skills auditing hr planning process management strategy mapping conflict resolution styles johari window communication emotional intelligence employee engagement strategies report writing interpersonal communication strategy leadership development project management tnm corporate solutions hilo abmc skills development training needs analysis selection addie model strategy map rantsanemario training solutions hr business partnering joshua west strategic workforce planning process succession planning process conference hub workforce planning evidence based hrm ai artificial intelligence transactional strategic maturity of hrm strategic maturity level of hrm diagnosis of strategic hrm high impact learning organization charles cotter quotes nolwazi africa events employment mobility survey monkey hrm value chain leadership process strategic hr planning leadership roles hrm metrics architecture training and development knowledge integration web reflection change agent dave ulrich skills auditing process skills audit job analysis selection process cbi competency-based interviews selection methods learning and development scorecard negotiation process change management strategy change transition cycle performance reward strategic management norton and kaplan covey's emotional bank account stephen covey covey nvc trust self awareness eq project motivation strategic total rewards management employee value proposition intelligent africa best practice employee engagement presentation skills relationship building research hipo employee motivation collaborative intelligence future of workplace dr charles cotter future fit hrm strategic l&d shrm future fit hr consultants strategic maturity level of l&d strategic maturity levels measurement of the strategic impact of l&d measurement of the strategic impact of hrm diagnosis of strategic l&d integrated talent management josh bersin future of learning hr governance strategic learning partner the human equation future-fit code future-fit 9 box matrix leader performance management cycle pwd people with disabilities facilitation work assignments recruitment and selection competency based job interviews hr business partner talent planning assertive communication human resources business partner hrm effectiveness measures deloitte emotional intelligence competencies level 5 leadership strategic hrm value chain jack welch compensation peter drucker skills john kotter change leadership ikigai goal-setting bmw robert edwin conferences od job evaluation job analysis process nkayelo job specification job description tna training needs analysis process job interviews recruitment methods recruitment process abs international minute-taking ph.d assertiveness negotiation strategies negotiation resistance to change change friendly organizations types of change training design addie strategic learning solutions strategic workforce planning model sterling afrika performance outcomes sapta effective communication conflict resolution process optimal levels of conflict causes of conflict communication skills non-verbal communication emotional bank account interpersonal style self regulation project planning hrbp hrm business partnering total rewards statements rewards rantsanemario training problem-solving report writing process the conference hub policy analysis policy hrm audit marcus evans business writing problem solving process time management cross cultural communication non verbal communication communication patterns weventz remote communication best practice talent management and retention ihrm kenya ihrm digital literacy differentiation how ai is disrupting learning & development how ai is revolutionizing learning & development how ai is revolutionizing recruitment strategic hr planning metrics business intelligence future fit code transformational strategic maturity of hrm transactional strategic maturity of l&d employee retention digital learning intelligent learning deloitte hc trends 2017 skilling s.a career development swot analysis future fit job selection interviewing strategic hr business partnering hrm compliance hrm auditing process hrm strategic impact measures hrm analytics process hr metrics hr risk management sabpp total rewards ethics strategic value of learning and development measuring the strategic impact of l&d kpi kpa prospen africa peniel conferencing job grading systems diversity disability management job interviewing skills steve jobs training work assignments training work assignments of charles cotter training facilitation training cycle people management michael armstrong strategic talent planning talent retention active listening marcusevans training hr scorecard hrm strategy hrm efficiency measures predictive analytics human capital analytics hrm measures data driven hrm marcusevans self motivation social intelligence relational capital raseel training empathy daniel goleman nwu survey questionnaire management functions • vision situational leadership leadership styles self leadership leadership continuum jim collins leadership components women in engineering whole brain thinking whole brain problem solving ayihlome training projects management skills management functions leadership skills execucore key performance indicators proactive diagnosis of time utilization time wasters time management techniques time management tools time management principles time management process putting first things first prioritization time management analysis begin with the end in mind pareto principle environmental time wasters time management practices self generated time wasters payroll fraud components of total reward payroll criteria for total rewards strategy compensation strategy payroll fraud prevention total reward framework payroll management prosci training development training roi skills hierarchy skills auditing best practice principles charles cotter • relationship building skills • growth mindset • change facilitator life success success maya angelou prince2 project management tools pmbok project management principles volstra project management process strategic business partner shrbp organizational development policy triangle paterson je manager peromnes job evaluation systems hay group job evaluation process job grading hay group job evaluation system job analysis tools minute-taking process business reports learning evaluation strategic l&d conceptual framework office management empowerment office administrator personal development office manager office administration office professional constructive negotiation negotiation skills vuca change summit management consultants dimensions of balanced scorecard performance planning performance review performance management framework kirkpatrick learning organization levels of strategic workforce planning maturity motivation strategies productivity delegation process management principles and practice team productivity performance measures financial perspective internal business processes perspective customer perspective employee wellbeing strengths based leadership strategic employee engagement strategic imperative of employee engagement current levels of employee engagement emotional drivers of employee engagement current levels of global employee engagement diagnosis of employee engagement gallup q12 q12 profile of engaged employee gallup state of usa workplace gallup learning business presentations presentations components of nvc listening informing shark fox turtle functional conflict characteristics of interpersonal style emotional regulation eq competencies project initiation terms of reference project success criteria project success project eternal triangle strategic business partnering retention recognition evp smart-link consultancy remuneration best practice mentoring principles benefits of mentoring difference between mentoring and coaching performance based coaching skills/task-oriented coaching coaching process 4-phase mentoring process mentoring process mentoring skills coaching coaching skills mentoring technical report writing employer branding succession management triple bottom line spadic process training facilitator trainer employment equity act supreme management nipam sbs strategic hrm planning earned value problem solving change management cycle/process performance management and development communication styles email communication talent management value chain performance evaluation strategic talent retention strategic talent acquisition hrm planning process hrm planning principles hrm planning organizational change management organizational culture hrm processes cross cultural communication technique profile of an assertive communicator empathic listening benefits of positive communication listening skills assessing communication effectiveness communication for management positive communication team inclusivity team diversity cohesive teams team engagement team motivation team communication high performing team team maturity team effectiveness team effectiveness and maturity remote team management team performance stages of team development team building team development teams virtual strategic performance advisor vispa pms high performance organization performance management as a strategic lever cipm of nigeria cipm strategy execution gap performance management system strategic managament strategy execution redefining hrm priorities work workforce workplace respond recover thrive mercer hc trends 2020 deloitte hc trends 2021 business executive expectations of shrbp hrm competencies future proofing hrm future of hrm grow model of coaching mentoring principles coaching principles strengths based leadership coaching task delegation hybrid work structure work from home culture work from home performance management of remote workers productivity of remote workers communication with remote workers profile of a competent remote manager motivation of remote workers remote working engagement of remote workers remote worker management best practices remote work culture management of virtual workforce virtual employees remote worker management remote management remote workers cbi training cbi best practices job selection reporting job selection process knowledge skills attributes competencies strategic hr planning auditing organization design best practices organization design data driven organization design data driven strategic workforce planning accountability framework disability inclusion framework: implementation mainstreaming disability management diversity and inclusivity inclusivity inclusive & proactive hrm & employment practices training for the management of disabilities raising awareness about disability culture of inclusion disability friendly hrm practices disability strategy disability governance 4 pillars of disability inclusion framework disability inclusion strategy disability inclusion framework disability inclusion succession planning metrics hr forum mozambique strategies to mitigate succession planning failure reasons why succession planning fails talent management metrics employee retention strategies agile companies all star companies autonomous companies augmented companies human intelligence collaborative intelligence knowledge management intelligent enterprise agile company augmented company future of talent acquisition future of work alibaba video clip african hrm ipmz organizational effectiveness transformational goal of shrm transformational goal of od anecdotal to analytical best practice (imitate) to next practice (innovate harmony between od and shrm cotter's 4 c's of od and shrm cooperation contradict coexist complement collaborate maturity levels of cooperation between od and shrm zone of synergy between od and shrm zone of synergy leadership assessment contemporary leadership challenges executive leadership exemplary leadership leadership role modeling servant leadership values driven leadership values based leadership premier fmcg optimum learning technologies values-based organizations business growth human experience ecosystem hx ecosystem purpose-driven organizations human experience economy trs deloitte irresistible organization ex employee experience hx human experience design thinking for hrm next dimension thinking transformative strategic performance advsisor hyperconnected collaborator innovative solutions architect innovate connect transform expand your world workplace democracy corporate citizen hr risk redcar model ethical leadership culture 5 elements of hrm functional governance principles of corporate governance king iv report on corporate governance corporate governance hrm governance world hr summit africa high priority strategic hrm objectives objectives target measures initiatives strategic results strategic themes building a balanced scorecard learning innovation growth perspective balanced scorecard dimensions bbs people management maturity model intrapersonal skills people management skills highlights reel of 2018 abmc international career highlights of 2018 global training facilitator global conference speaker reflection of 2018 2018 digital transformation key roles of hrm in digital transformation wef skills building blocks of digital hrm transforming to a digital hrm organization digital toolkit digital citizen digital culture building a digital hrm organization digital transformation skills digital hrm organization digital hrm promoter performer proficient differentiation as an independent trainer blueprint of success as an independent trainer producer cotter's hierarchy of deeds s.a l&d industry future fit independent trainer prospering as an independent trainer itprofab independent trainer uvp unique value proposition education is the key to success upward employment mobility knowledge is power sefako makgatho university smu empowered employability educate benefits of higher education benefits of a good education good education education critical success factors of organizational design benefits of organizational design od as a core hrm competency organizational structural design organizational structure business case for organizational design business case for od defining organizational design defining od future fit od consultants future proofing organizations od for hrm organizational design augmented learning how ai is revolutionizing l&d artificial intelligence in learning & development speech recognition software arya recruitment algorithms hiring algorithms mya olivia intelligent targeting facial recognition software chatbots machine learning how ai is disrupting talent acquisition how ai is revolutionizing talent acquisition ai in recruitment ai in talent acquisition artificial intelligence in recruitment artificial intelligence in talent acquisition effective time management transactional transformational strategic chief hr deloitte hc trends 2018 strategic workforce planning metrics strategic workforce planning best practice strategic hr planning process precision hr learning governance learning metrics strategic l&d maturity model strategic l&d scorecard factors of strategic l&d strategic impact of l&d phd research recommendations phd research findings peter senge business management resource management roles and responsibilities of office manager business networking future proofing office profession future fit virtual assistants virtual assistant office administration skills office management skills shrm conceptual model john sullivan hr analytics transforming hrm future fit diagnosis change strategy strategic maturity of hrm change in human resources management strategic change management in hrm strategic change management • united nations crpd disability policy evaluation disability policy implementation disability policy generation disability policy initiation disability policy development process disability policy and procedure commission for employment equity annual report policy instruments pwd policy implementing a disability policy drafting a disability policy drafting and implementing a disability policy hr policy turtle characteristics compromising fox characteristics forcing shark characteristics conflict manager interpersonal conflict transactional transformational strategic compassion ei hr management skills development facilitator function of a training committtee responsibilities of a training committee roles of a training committee training committee discretionary grant mandatory grant pivotal grant skills development levies levy grant system gep nsds iii goals national skills development strategy iii skills development levies act skills development act performance dialogue reinventing performance management at deloitte performance snapshots changes in compensation changes in performance management performance dashboards reinventing compensation reinventing performance management hrm innovation next level thinking divergent and convergent thinking innovative thinking thinking out of the box non-programmed decisions unstructured problems structured problems tupperware creative problem solving techniques creative problem solving tools creative problem process process creative problem solving skills osborn parnes model osborn parnes cps micro-learning skills of learning professionals future learning trends disruption of digital learning linkedin learning solutions evolution of learning future proofing l&d future fit l&d human capital hr strategy critical l&d priorities critical strategic hrm priorities impact of employee engagement on performance strategies to future-proof your career training work assignments of charles cotter 2017 summary of highlights 2017 reflection of 2017 relevance future-fit consultants career minded consultants fourth industrial revolution gig economy on demand workforce career progression career acceleration career prosperity the future-fit code career development strategies career management digital economy future-proof career future-proof how has recruitment changed? linkedin recruitment social media recruitment social recruiter cognitive recruitment cognitive recruiter analytical recruiter strategic recruiter 4 roles of future fit recruiters future fit recruiters recruitment as a strategic lever strategic recruitment work readiness plan job readiness skills job readiness jim rohn culture fit job fit work readiness survey work readiness factors that influence happiness serotonin hippocampus flourishing and fulfilling life pleasure and meaning hedonia and eudaimonia aristotle and happiness perma model what makes employees happy at work martin seligman positive psychology neuroscience and happiness 7 laws of happiness science of happiness forbes corporate solutions a happy worker is a productive worker employee happiness happiness translating vision into reality engaging leadership john maxwell leadership influence eloquent leadership enlightened leadership kingdom of christ global church leadership seminar mpisholo training solutions leadership principles 7e's of leadership vertikal africa projects triple constraint time cost quality distressed project project management practices projects types of hr audits people risk management key principles of hrm auditing hrm audit report hr auditor assessment phases of hrm audit scope of hrm auditing benefits of hrm auditing hrm auditing principles implats hrm risk management hrm auditing data mining hrm strategic impact types of metrics hrm metrics process nes consulting sepip change friendly project teams catalyst leader participative leadership project change leadership project change management project change project leadership globalization digital age business unusual international institute of human capital leadership in the disruption era disruption era disruption hr risks identify hr risks benefits of hr risk management hr risk management tools millenium business consulting hr risk matrix prioritize hr risks hr risk stakeholders business case for hr risk management purpose of hr risk management hr risk management techniques analyze hr risks hci hr risk management process strategic remuneration benefits variable pay diagnosis of rewards management storm salary structuring sti's short term incentives ethical professional trainers integrity values ethics of south african trainers ethics of trainers professionalism in training ethical barometer of trainers principles professionalism mvp integrity of s.a trainers southern africa professional trainers association morals ethical barometer of s.a trainers ethics of s.a trainers learning and development practices research survey ph.d research l&d capability gap index invitation to participate in survey key performance areas performance appraisal performance development performance monitoring performance management process job data key components of job analysis process principles of job analysis job analysis case study competency profile/matrix job profiles job evaluation case study pwd legislation code of good practice on key aspects of disability management of pwd dimensions of diversity inclusion disability as a diversity factor management of people with disabilities mainstreaming diversity management disability pwd statistics competency based recruitment employment contract negotiation competency based selection uif quality assurance transcribing minutes think before you ink report structure report tone report format business writing principles minute-taking principles report style report writing conventions readability ferford capacity developers premos millenium business solutions sapta events summary of highlights 2016 training work assignments of charles cotter 2016 reflection of 2016 best practice training principles annual training report best practice skills auditing principles training process workplace skills plan principles of effective meetings best practice meetings management meetings management problems minute-takers face meeting chairperson avoiding unproductive meetings effective minute-taking agricultural research council meeting secretary responsibilities of meeting participants criteria for effective meetings roles of meeting participants meetings minute taker secretarial roles and responsibilities objectives of meetings minutes resourcing strategy attracting and acquiring human resources university of pretoria parmed people management value chain payroll internal control measures types of controls payroll fraud prevention strategies forensic auditing payroll risk response strategies types of payroll fraud payroll fraud prevention measures payroll risk management process payroll internal controls payroll risk management internal control process hierarchy payroll system controls forensic accounting process forensic accounting payroll risk matrix payroll control brainworx competency based interviews talent retention strategies leadership coaching strategic leadership leading managers leadership development model assertiveness strategies assertiveness skills assertiveness bill of rights assertive affirmations assertive diagnosis of assertiveness measuring assertiveness assertiveness techniques assertiveness continuum assertiveness cooperativeness passive aggressive characteristics of assertive people affirmation assertive behaviour best practice negotiation aristotle's rhetorical triangle positional bargaining characteristics of effective negotiators negotiation principles competitive negotiation integrative bargaining effective negotiators cooperative negotiation negotiation style fundamentals of negotiation millennium business solutions deloitte talent imperatives hrm architecture strategic hrm process ulrich's roles model value metrics hrm impact measures hrm effectiveness hrm efficiency hrm impact parent adult child model business case for the value of eq social skills iq vs eq pac model relationship building skills chapter 3 research process research philosophy research onion conclusive research design deductive approach literature review research design primary data collection research approach positivist positivism secondary data collection levels of planning • edunetworks • definition of organizing • operational planning • nipmo • planning • importance of management • management skills • planning skills • controlling • management roles • strategic planning • planning fundamentals • organizing • definition of planning • organizing skills • organizing fundamentals • leading • all sectors business communication inspiration top 10 skills in 2020 problem-solving in an engineering work environmen allsectors business communication problem-solving tools world economic forum de bono's six thinking hats types of problems six thinking hats effectiveness of strategic workforce planning tariorne communications employee demand benefits of workforce planning employee supply diagnosis of strategic workforce planning swazi bank efficiency of strategic workforce planning leadership values team meeting practice communication barriers management roles management practice leadership behaviours credibility dale carnegie how to win friends and influence people the 7 habits of highly effective people training needs training evaluation training analysis training implementation training needs analysis best practice strategy maps data driven analytics performance indicators remuneration metrics measurement human resources management metrics human resources management analytics productivity metrics human capital measurement second tier metrics data driven metrics staffing and recruitment metrics edunetworks first tier metrics nipmo elands consulting total rewards management charles cotter abi intern rewards management fraud triangle payroll fraud control payroll fraud detection payroll management system payroll management and administration best practice payroll management payroll management process change management model adkar managing resistance to change prosci's change management methodology lewin's 3 phase model successful change management type o and d orientation pholo human capital managerial techniques to reduce change resistance 70 20 10 model evaluation of training presentation of training criteria of strategic learning & development delivery of training benefits of skills audits outcome of a skills audit integrated skills auditing diagnosis of skills auditing competence valid skills audit costs of skills audits competence assessment life's purpose • abundance mentality • the power of emotional intelligence • empathy • competencies of emotional intelligence • law of attraction • self motivation • self awareness • social skills • simon sinek • mastering the business of your talent • passion • eq • circle of influence • self regulation • secrets of entrepreneurial success • ikigai • leadership strategies to manage change kotter's change management strategy egasa change transition curve change navigator lewin's 3 phase change process forces of change mmusi maimane review of 2015 news world news events zuma queen elon musk reflection of 2015 2015 nasdar reflection of 2015 current events #feesmustfall oscar pistorius obama fifa arrests climate change south african news events reflection of 2015 news events skills and attributes of p.a job success changing role of p.a secretary executive assistant p.a purpose self control secrets of effective p.a passion personal assistant transport management charles cotter fleet disposal fleet replacement preventative maintenance maintenance strategic fleet logistics fleet operations strategic fleet management process fleet management fleet management practice strategic fleet and transport management fleet procurement fleet acquisition fleet maintenance fleet planning predictive maintenance fleet management process strategic fleet management work ethic mark cuban outwork outlearn confucious defining success ladder of success personal success life success quotes dwayne johnson big goals collection of life success quotes success iceberg success ladder success quotes self belief collection of success quotes personal reflection professional success work breakdown structure project scheduling tools project start-up project scheduling business case gantt chart project implementation strategic roles of hrm competencies of hrm professionals centres of excellence roles of od roles of hrm change champion roles of od and hrm diagnosis of strategic business partnering role transformation of hrm map of hrm territory policy development scope of hrm policies hrm policy analysis hrm policy hrm policy process human resources management policy writing hrm policies key components of hrm territory map hrm policy triangle hrm policy as a managerial process characteristics of effective hrm policies drafting hrm policies implementing hrm policies functions of hrm policy procedure t.a.s.k paterson job evaluation decision tree equate job evaluation system benefits of job evaluation je manager job evaluation t.a.s.k. job evaluation system equate paterson job grading writing a job description job analysis methods writing a job specification conducting a job analysis rorisang consulting training administration training needs analysis methods training management skills gaps performance gaps skills matrix skills auditing tools job profiling cbi role play star situation task action and results competency-based job interviewing union representatives labour peace employee relations shop stewards labour harmony win-win relations agents of labour harmony labour relations roles of shop stewards industrial relations writing conventions meeting minute-taking criteria of good minutes writing tone strategies to enhance readability writing style netiquette e-mail communication ntyilo training best practice writing principles format of technical report technical reports training roi transforming learning and development north west university research proposal l&d practices research methodology phillips ph.d research proposal training return-on-investment business impact exploratory research brinkerhoff roi ifrs gaap financial report writing convention tone of financial report style of financial report types of reports approaches to financial report writing financial statements financial performance financial review structure of a financial report scope of a financial report structure and format of a financial report best practice report writing principles financial report writing process financial report financial report writing principles building resilience opsa win-win mindset professional development fokas consulting networking resilience personal mastery stress management building credibility integrative negotiation phases of negotiation wap types of negotiation zopa batna collaboration consensus-building bargaining consensus premier conferencing preparation win-win negotiation negotiation styles change curve business environment change capable organizations strategic change management kotter metaphoric views of change leadership role in change strategies to reduce resistance to change type o a kotter's change model characteristics of transformational leadership best practice performance feedback 70:20:10 model levels of training evaluation learning culture senge drucker strategic learning and development process best practice guidelines for strategic learning strategic learning implementing profiling developing scanning analyzing spadic workforce planning architecture business based workforce planning architecture best practice strategic workforce planning best practice workforce planning performance cycle performance context of management problem-solving process decision making process decision-making delegation good performance measures the balanced scorecard learning and growth perspective four dimensions strategic planning strategic plan bsc impact of employee engagement on 9 performance out effective presentations purpose directed and driven relentless researcher effective presenters seven habits of a highly effective presenter ethos logos pathos aristotle rhetorical triangle influence characteristics of effective presenter secrets to an effective presentation present body language barriers to effective communication strategies to improve interpersonal communication primary communication skills 4-step conflict resolution process teddy-bear conflict resolution style characteristics win-win solution owl dysfunctional conflict sources of conflict conflict engaged employees types of engaged employees leadership strategies to enhance employee engageme leadership strategies strategies for employee engagement key drivers of employee engagement the benefits of employee engagement the value of employee engagement defining employee engagement leading engagement trust enhancing strategies relator thinker director socializer relationships how to develop emotional intelligence how to devel emotional control emotional awareness 5 eq competencies competencies of emotional intelligence value of emotions goleman the value and benefits of emotional intelligence characteristics of low/high emotional intelligence high eq definition of emotional intelligence iq vs. eq project phases project life-cycle project business case causes of project failure project manager project scope quality time scope cost event management integrated marketing communication event management process event risk management event evaluation event phases event conceptualization event implementation best practice event management event planning events management process events management tools cornerstone consultancy international impactful events management impactful events events management strategic events management strategic events events hrm transformation hrbp strategy approaches hrbp research hrbp critical success factors human resources business partnering strategy hrbp process best practices guidelines for hrbp human resources management business partner intrinsic and extrinsic rewards praise strategic rewards management strategic total rewards management best practice g remuneration and rewards strategic total rewards management process and pri strategic talent attraction types of coaching coach mentor mentoring responsibilities mentoring best practice principles mentoring roles 8-d problem solving catwoe analysis fault tree analysis forcefield analyis fault tree diagram catwoe dmaic dmaic rca process 5-why analysis fishbone diagram cause effect diagram root cause analysis principles root cause analysis process root cause analysis tools rca root cause analysis best practice business writing principles technical report writing principles business writing. business writing skills business writing convention technical report writing process structure and format of a technical report report writing principles hr strategies workforce supply and demand talent attraction strategic workforce planning best practice guideli strategic workforce planning research findings business case for succession planning critical success factors of succession planning strategic value and imperative of succession plann sustainable organizational development sustainability best practice swp guidelines analyzing current hr supply forecasting hr demand lecturer conference speaker learning and development specialist facilitator materials developer management consultant assessor scoring models numeric models project performance analysis earned value management project performance management project performance tracking project performance reporting code of best practice on the integration of employ unfair discrimination affirmative action employment equity process employment equity committee koenahali holdings employment equity plan employment equity planning employment equity south africa stakeholder engagement policy review policy formulation tools policy management policy formulation process policy formulation public policy benefits of employee engagement employee engagement process hr hr audit hr audit process business writing skills best practice writing skills and principles speaking with confidence putting it across putting it together public speaking capital budgeting techniques project budgets internal rate of return feasibility capital projects financial management de bono's 6 thinking hats tools to manage change resistance to chance business communication emotional intelligence and business communication charles co improving critcal thinking skills critical thinking process critical thinking characteristics of shrd strategic human resources development 5-stage performance management cycle management of poor performance charles c higher education school leadership process and strategy resource mobilization stakeholder relations conflict res