ABSTRACT
This chapter:
Analyses the significant changes in the organization and delivery of public services and the implications for managers and leaders; it shows how changes in the social and policy contexts are important influences.
Reveals how users of public services are increasingly seen as individual consumers in a more market-orientated context of service delivery and this has a significant effect on their relationship with public service professionals.
Describes the increasing emphasis on individual managers and leaders influencing professional staff, which, rather than increasing motivation, can have the opposite effect.
Suggests that leadership which aims to enhance the self-determination and self-esteem of public service professionals is likely to be a more effective approach than reliance on direction and control.
