- 90-minute rule, usage, 166
- Accountability, 103
- Achievement, goal, 183–184
- Achor, Shawn, 196
- Actions
- leader bias, 78
- plan, 220
- proof, 103–104
- Affective empathy, 63
- Affluence (megatrend), 53–54
- Ahrendt, Angela, 65–66, 70, 228
- Alignment, absence, 117–120
- All's Well That Ends Well (Shakespeare), 206
- Amelio, Gilbert, 125
- Analytical skills, 198
- Angelou, Maya, 63
- Apathy, creation,
- Appreciation, culture (usage), 228
- Audience
- Audience response technology (ART), usage, 202–203
- Authoritarian leadership, 150
- Auto-notifications, cessation, 167, 219
- Ballmer, Steve, 83–84
- Basex report, 166
- Benefits (satisfier), 161
- Best practices, sharing, 162
- Bias
- impact, 119
- negativity bias, 198
- Bock, Laszlo, 194
- Bodell, Lisa, 30, 211
- Body, elements, 142
- Body gestures, 142
- Bradberry, Travis, 225
- Brainstorming, skill (requirement), 44
- Bridges/walls, construction,
- Burke, James, 138
- Business cycles, slowness, 37–38
- Business models, usage, 54
- Business school, scientific management (impact), 38–40
- Campbell Soup Company, 104–105
- Candidates, sourcing/recruiting, 193
- Carlzon, Jan, 191
- Carnegie, Dale, 20, 154
- Cash bonus, usage, 152
- Catastrophic communication, 114–117
- CC email recipients, limitation, 221–222
- Central message, usage, 129, 132–133
- Chance, Michael R.A., 97
- Chief curiosity officer, 83–84
- Chief empathy officer, 65–66
- Chief executive officer (CEO) presentation, design, 127
- Chopra, Deepak, 175
- Churchill, Winston, 132, 133
- Climate Orbiter, 134
- Clocks, removal,
- Coaching, usage, 106
- Coan, James, 64
- Co-creativity, skill (requirement), 44
- Cognitive bias, 23, 79
- Cognitive empathy, 63
- Cold states, 79
- Collaboration, 21–22, 25, 147
- equation, 22
- leadership quality, 44
- optimization, 169
- Command and control
- leadership
- control, loss, 52
- strategy, absence, 40
- Command and control, continuation (reasons), 36–38
- Commerce, characteristics, 33
- Commitment, dividends, 19
- Communication, 20–21, 25, 111. See Catastrophic communication
- alignment, absence, 117–120
- breakdowns, ownership/repair, 130, 136–138
- code, cracking, 125
- complication, 116
- conclusions, 129, 130–132
- conundrum, 113
- effectiveness, 126f, 131
- equation, 22
- game, raising, 143
- improving/stifling,
- leadership quality, 44
- method, 129–143
- norms, establishment, 139
- obstacles, 117–123
- organizational communication, 193
- overload, 122–123
- problems, 127–129, 127f
- results, 126f
- shared context, absence, 121–122
- Community (creation), connection (impact), 57
- Company
- appearances, value, 68
- change, resistance, 30
- high-potential programs, 40
- origin story, telling, 177–178
- top-down planning models, abandonment, 54
- Compensation/benefits, 193
- Competitive advantage, 33
- Computerization (megatrend), 49–51, 53–54
- Conant, Doug, 104–105
- Concentration, requirement, 176
- Confidence, 57
- Confusion, clarity (impact), 132
- Congratulations, impact, 106
- Connected leader, becoming, 87–88
- Connection, 25, 57, 73
- Consistency, 104–105
- Content-focused mind-set, 130
- Conversation, value (creation), 20–21
- Cost of goods metric,
- Creativity, leadership quality, 44
- Credibility
- building, 91
- creation, commitment (impact), 106–107
- establishment, 94
- failure, 29
- term, origin, 96
- Criticism, fear, 162
- Cultural sensitivity, skill (requirement), 44
- Culture
- purpose-filled culture, 177
- transformation, appearance, 151
- Curiosity
- Customers
- clocks, removal,
- experience, leadership (relationship), 192
- issues, employee communication (fear), 140
- satisfaction/loyalty, 95
- satisfaction metric,
- stories, sharing, 178
- wow experience, 195–196
- da Vinci, Leonardo, 211
- de Angelis, Barbara, 136
- Decision making
- improvement, 184
- process, clarity, 184–185
- team member exclusion, 162
- Decision tree model, 184, 184f
- Default times, change, 215–216
- Delight, creation, 200–207
- Deliver WOW Through Service, 195
- Dell, Michael, 177
- Deming, W. Edwards, 26
- Development Dimensions International (DDI) study, 59
- Dialogue, honesty, 20
- Diction/pronunciation (voice element), 142
- Dilbert (cartoon), 165
- Directness, avoidance, 162
- Discussion, withdrawal, 162
- Drive-thru wait times metric,
- Drone delivery, 47–48
- Drucker, Peter, 45
- Duhigg, Charles, 102, 162
- Easterlin, Richard, 46
- Education, scarcity, 36
- Effort-progress-reward cycle, 180, 180f
- Ego, cost, 85
- Eisenhower, Dwight, 149, 150
- Emails
- auto-notifications, cessation, 219
- CC recipients, limitation, 221–222
- delivery, delay, 220–221
- draft version, saving, 220–221
- email-free time zones, creation, 219–220
- one-screen emails, utilization, 222–223
- replying, avoidance, 221–222
- response times, norms (creation), 220
- sending, delay, 220–221
- subject lines, clarity, 222
- usage, 218–223
- Emotional intelligence (EI), 20
- self-awareness, foundation, 22
- Emotional journey, 204
- Emotional support, 62
- Emotions, conveyance, 197
- Empathic leaders, impact, 67, 70, 81
- Empathy, 59, 73
- building, challenges, 81–87
- challenges, impact, 74–81
- defining, 63–64
- demonstration, 64
- hot-cold empathy gap, 79–80
- leadership benefits, 64–70
- measurement, difficulty, 75
- practice
- absence, 75–76
- commitment, 81
- Employees
- appreciation, 170–171
- choices, 192
- collaboration, absence, 116
- communication, ineffectiveness, 116
- directions
- confusion, 115–116
- reduction, 167
- email diary/questionnaire, usage, 180
- engagement, improvement,
- excellence, expectations, 182
- experiences, creation, 189
- facilitation, increase, 167
- factory work, technical skill (absence), 37
- management ability, skill (requirement), 44
- movement, 169–170
- questions, usage, 183, 200
- retention metric,
- satisfaction, 177
- skills, requirement, 44
- support/encouragement, 162
- talking/listening, 203
- turnover, levels (decrease),
- Employment
- Ends, focus, 183–184
- Energy (human need), 159, 164–171
- Energy crisis, impact, 165
- Energy, low levels, 169
- Engagement
- creation,
- dividends, 19
- mandate, avoidance, 65
- Environment creation, 155
- Executive teams, strategy meetings, 140
- Experience
- conclusions, bang, 200, 206–207
- customer experience, leadership (relationship), 192
- employee experiences, creation, 189
- humility, 18
- identification, 191–192
- mastery, 196–207
- personalized experience, tailoring, 207–208
- Experience Economy, The (Pine/Gilmore), 207
- Facial expression, 142
- Facilitation, increase, 167
- Facilitator, usage, 214
- Factory work, payment levels, 36–37
- Fair compensation (satisfier), 161
- Fatigue, feeling, 169
- Fear mentality, 76–77
- Feedback
- Fillers (voice element), 142
- Financial support, 62
- Fiscal safety, 161
- Flexibility, leadership quality, 44
- Forbes, Malcolm, 134
- Ford, Henry, 35–37
- Ford Motor Company, 35–37
- Fowler, Susan, 43–45, 48
- Fundamentals, focus, 23–26
- Furniture, ergonomic characteristic, 161
- Gandhi, Mahatma, 141
- Gates, Bill, 83–84
- General Motors (GM), 114–115
- Genius Bar, 70
- Gestures, 142
- Gilbert, Elizabeth, 91
- Gilmore, James H., 207
- Global affluence/choice (megatrend), 46–48
- Global GDP, increase, 46
- Godfather, The (movie), 77
- Golden Rule, 153–154
- Goldsmith, Marshall, 22
- Google
- analytics team, leadership attention, 194
- data power, 162
- Gossip, option, 162
- Groundhog Day (movie), 86
- Group
- norms, attention, 162–163
- polling, ART (usage), 202–203
- Groupthink, prevention, 203
- Habit patterns, breaking, 81, 86–88
- Hand gestures, 142
- Happiness Advantage, The (Achor), 196
- Hard skills (technical skills), 45
- Hewlett, Bill, 177
- High performance/dysfunction, creation,
- Hitchcock, Alfred, 149–150, 161
- Holmes, Sherlock, 155
- Honesty, 101–102
- Hospitals (waste), communication inefficiency (impact), 116
- Hot-cold empathy gap, 79–80
- Hot states, 79
- How to Win Friends and Influence People (Carnegie), 154
- Human Capital Edge, The (Kay/Pfau), 48
- Human commerce, 33
- Human interaction, job dependence, 50
- Human needs, 158–171
- prioritization, 159
- satisfier, selection/impact, 159
- Human resource, power, 33
- Humes, James, 130
- Humor, inclusion, 168
- Hump day (Wednesday), 181
- Icebreaker
- activity, usage, 201–202
- example, 202f
- Ideas
- generation, 161
- offering, assassination, 162
- sharing, absence, 162
- IKEA, mission statement, 179
- Illusory superiority, 23
- Impatience, 77–79
- Implicit expectations, explicitness, 228
- Implicit hints, explicitness, 130, 138–140
- Inbox, checking, 219
- Influence, expansion,
- Information
- access, reduction, 38
- asymmetry/symmetry, switch, 51
- sharing, team member exclusion, 162
- speed, 77–78
- transfer, 121
- transformation, 125
- vacuum, 38
- Information technology, advancement, 32
- Innovation (fostering), empathy (impact), 69–70
- Insight (creation), empathy (impact), 66–69
- Instant Messaging, 218
- Intelligence quotient (IQ), 182
- Intelligence/smarts, 20
- Interruptions, cessation, 166–167
- Interviews, 193
- Intonation (voice element), 142
- Inzlicht, Michael, 80
- Jobs
- postings, analysis, 38
- scarcity, 36
- security, satisfier, 161
- Johnson & Johnson (J&J), 137–138
- Kahneman, Daniel, 15
- Kalanick, Travis, 44
- Kay, Ira, 48
- Kellerman, Mary (Tylenol death), 137–138
- Keltner, Dacher, 80
- Kennedy, John F., 229
- Keswin, Erica, 178
- Ketchum, Inc., interviews, –4
- Killing Complexity workshops, 212
- Kirby, Julia, 97
- Knowledge workers, requirements, 50
- Knowledge work, impact, 45, 49
- Kouzes, James, 57, 96, 100
- Labor-related violence, 35
- Laurent, Sean, 163
- Leader
- assumptions, 120
- becoming. See Connected leader.
- being, core components, 19f
- empathic leaders, impact, 67, 70
- empathy, nonnecessity, 77
- expectations, 139
- future, 53–55
- habits, cultivation, 98
- improvement, basics, 15
- leader-follower relationship, 96
- methods, questioning, 31
- role, challenge, 203
- Leadership
- authoritarian leadership, 150
- command and control, continuation (reasons), 36–38
- customer experience, relationship, 192
- development
- activity, 17
- myth, 226–227
- effectiveness, equation, 22
- empathy, benefits, 64–70
- excellence, expectations, 182
- function, problem. See Old-school leadership.
- fundamentals, focus, 23–26
- future, problem,
- gift, 92–94
- history. See Organizations.
- learning curve, shortening,
- legacy, 29
- mentor, 203
- motivation, 149
- one-to-one relationship, 95–101
- origin story, leading, 177–178
- performing art, 141
- qualities, 44
- readiness, 229–231
- relationship, 229
- role models, identification, 96
- skills, 45
- strategy, absence, 40
- Taylor approach, 35–36
- Leadership Challenge, The (Kouzes/Posner), 96
- Leadership code
- context, 13
- cracking, –11
- Leading
- complexities, 32
- difficulty,
- leading by design, 157, 175
- leading by example, 165–166
- vacuum, 21
- LinkedIn, 52
- Listening
- purposefulness, 81, 82, 88
- tour, usage, 228
- Little Bets (Sims), 228
- Lockheed Martin, 134
- Loyalty, mandate (absence), 65
- Lyft, customer stories (usage), 178
- Managers
- meetings, 140
- skills, requirement, 44
- McDonald's, 159
- verification board, introduction, 136
- Means, ignoring, 183–184
- Mediocrity, problem, –4
- Medium, mastery, 130, 140–143
- Meeting
- absence, scheduling, 217–218
- absentees, acceptance, 214
- agendas, requirement, 213
- cessation, 217
- default times, change, 215–216, 228
- facilitator, usage, 214
- follow-up, 217
- initiation
- promptness, 215
- stretching, usage, 169
- materials, pre-distribution, 216
- motions, 214
- multitasking, avoidance, 214
- parking lot, usage, 216–217
- stand-up meetings, usage, 215
- timekeepers/scribes, appointment, 215
- usage, 213–218
- walking meeting, usage, 169
- Mentoring, usage, 106, 193
- Mere ownership effect, 185–186
- Metrics, usage,
- Miranda, Lin-Manuel, 21
- Mirror neurons, activation, 168
- Mission statement, 179
- Mistakes, admission/learning, 161
- Moments of truth, 191
- Mood, identification, 180
- Moorehead, Scott, 87
- Motivation, 149
- drivers, understanding, 151–155
- identification, 180
- secret, 155
- Motivational design, 158
- Motivators, selection, 152
- Movement, 142
- Multitasking, avoidance, 214
- Nadella, Satya, 83–84
- Need-satisfying process, 159, 160f
- Negative script, flipping, 197–199
- Negativity bias, 198
- New hire, peer buddy (matching), 194
- "New School" leaders, 54–55
- Nietzsche, Friedrich, 19
- Nonviolent Communication (Rosenberg), 84
- Nordstrom, security problem, 53
- Norms, creation, 213
- Obhi, Sukhvinder, 80
- Off-site location, team gathering, 163
- Old-school leadership, function (problem), 43
- Onboarding check-ins, setup, 194
- One-click ordering, 47–48
- One-on-one meetings, rescheduling, 105
- One-screen emails, utilization, 222–223
- One-way communication, change, 135
- Open dialogue, encouragement, 194
- Openness, 88
- growth, 83
- modeling, 163–164
- practice, 81, 82–83
- Organizational communication, 193
- Organizational management, initiation, 34
- Organizations
- leadership history, 33–35
- volunteers, usage, 18
- wins, acknowledgment/celebration, 199–200
- Overload, 122–123
- Ownership
- effect, 185–186
- human need, 159
- performance need, 181–186
- Pace (voice element), 142
- Packard, Dave, 177
- Parking lot, usage, 216–217
- Parkinson, Cyril, 216
- Passion (voice element), 142
- Patience, supply (problem), 78
- Pausing (voice element), 142
- Peak-end rule, 207
- Peak moments, power, 192–195
- People
- Perceptions, identification, 180
- Performance, 155
- empathy, impact, 75–76
- improvement, 185
- maximization, 48
- needs, 175–186
- Personal background, 139
- Personalized experience, tailoring, 207–208
- Personnel networks, modeling, 39
- Pfau, Bruce, 48
- Phillips, Charles, 81
- Physical building, security, 161
- Physical safety satisfiers, 160–161
- Physical signs, elements, 182
- Pine II, B. Joseph, 207
- Pink, Daniel H., 46, 51
- Platinum Rule, 154
- Porath, Christine, 75
- Positive emotion, generation, 196–200
- Positivity
- Posner, Barry, 57, 96, 100
- Posture/stance, 142
- Power
- feelings, mirror neural activity (inverse correlation), 80
- impact, 80–81
- Power of Habit, The (Duhigg), 102
- PowerPoint, usage, 122
- Preboarding, 193
- Presentation, design, 127
- Primary needs, 157
- Principles of Scientific Management (Taylor), 34
- Problem/challenge, framing, 49
- Problem solving, 49
- Productivity, 95
- Profitability, 95
- Progress
- acknowledgment, 179–181
- principle, usage, 180–181
- Project Aristotle, 162–163
- Project kickoffs, 193
- Promotion, 193
- Psychological rentership, 181
- Psychological safety
- absence, reactions, 162
- team member psychological safety, 161–162
- Purpose
- communication, 175
- human need, 159
- performance need, 176–181
- purpose-filled workplace, creation, 177
- statement, co-creation, 178–179
- Regional manager (RM) ritual, creation, 106
- Regional review, 106
- Relationship building, 158
- Rental cars, treatment, 181
- Resignation, 193
- Results, creation
- innovation, impact, 69–70
- insight, impact, 66–69
- Retirement, 193
- Revenue per store metric,
- Right-wrong mind-set, 76
- Rituals, creation, 200, 205–206
- Robinson, Ken, 141
- Rohn, Jim, 23
- Role and responsibilities discussion, 194
- Roosevelt, Eleanor, 189
- Rosenberg, Marshall, 84
- Rosenthal, Robert, 182
- Ruiz, Miguel, 22
- Safety (human need), 159, 160–164
- Sakaguchi, Matt, 163
- Sandberg, Sheryl, 43
- Santayana, George, 29
- Satisfier
- components, 161
- physical safety satisfiers, 160–161
- selection/impact, 159
- Scandinavian Airline Systems (SAS), 191
- Schwartz, Tony, 75
- Schweitzer, Albert, 140
- Scientific management, principles (Taylor), 38–40
- Scribes, appointment, 215
- Self-awareness
- social awareness, interplay, 94
- usage, 22–23
- Self-esteem, possession, 158
- Shared context, absence, 121–122
- Shared Understanding, 126
- Shaw, George Bernard, 113
- Similarity attraction effect, 21
- Simplicity, 211, 223–224
- Sims, Peter, 228
- Sinek, Simon, 175
- Sizzle, usage, 200, 201–204
- Skills, involvement, 49
- Skype, usage, 49
- Sleep, problem, 169
- Small changes, power, 228–229
- Smith, Fred, 177
- Social awareness, self-awareness (interplay), 94
- Social network, hiring, 194
- Soft skills (people skills), 45
- Solutions, implementation, 49
- Spiderman (movie), 91
- S.S. Rotterdam, 113, 114
- Stairs, usage, 169
- Stand-up meetings, usage, 215
- Stand-Up Meeting, usage, 169
- Starbucks, 228
- Steinbeck, John, 59
- Steinlauf, Avis, 51
- Storytelling, 168, 178
- Strangers, engagement, 81, 85–86, 88
- Strategic transformation plan,
- Strategy meetings, 140
- Stress
- decrease,
- explanation, 32
- Subject fishing, 222
- Subject lines, clarity, 222
- Subordinates, appreciation, 200
- Success
- foundation, 24
- road, fallacy, 227f
- Super-volunteer, role, 16
- Surprise, usage, 200, 204–205
- Taylor, Frederick Winslow, 34–35, 38, 44, 50
- Taylorites, 35–36
- Teaming, skill (requirement), 44
- Team members
- air time, 162
- exclusions, 162
- expectations, 139
- feelings, attention skill, 163
- psychological safety, impact, 161–162
- Teams
- communication norms, establishment, 139
- executive teams, strategy meetings, 140
- meeting, questions (usage), 199
- negative script, flipping, 197–199
- norms, 162–163
- purpose statement, co-creation, 178–179
- Technical skills, 20, 45
- Technology, advantage, 212–213
- Termination, 193
- Text message, usage, 152
- Thaler, Richard, 157
- Timekeepers, appointment, 215
- Top-down planning models, abandonment, 54
- To Sell Is Human (Pink), 51
- Transaction jobs, decrease, 50
- Transparency (megatrend), 51–54
- Trust
- building, empathy (impact), 65
- production/destruction,
- Truth. See Moments of truth
- Turnover, 95
- Two-way communication, 135
- Understanding
- checks, creation, 130, 134–136
- receipt, 135, 228
- United Airlines, video (disaster), 52
- United States, real GDP per capita, 46
- Variety, creation, 167–168
- Video, usage, 204
- Vision, creation, 22
- Voice, elements, 142
- Volume (voice element), 142
- Volunteers, usage, 18
- Voting, expectations, 17
- Vouchers, usage, 152
- Walking meeting, usage, 169
- Walton, Sam, 138
- Washington, George, 226–227
- Wellins, Richard S., 59
- What Got You Here Won't Get You There (Goldsmith), 22–23
- Whole New Mind, A (Pink), 46
- Why Simple Wins (Bodell), 211
- Winfrey, Oprah, 73
- Wins, acknowledgment/celebration, 199–200
- Wooden, John, 24–25
- Work
- environment, lighting/ventilation, 160
- fulfillment/enjoyment, 48
- static level, 37
- Workday, email diary/questionnaire (usage), 180
- Working style, 139
- Work-life satisfaction, improvement,
- Workplace, 95
- appreciation, 170–171
- communication, impact, 115
- failures, collaboration/communication problems (impact), 116
- geographic location, 161
- hint/hope, examples, 140
- injury, obstructions (absence), 160
- nature, change, 31
- purpose-filled workplace, creation, 177
- Workplace, beliefs/words/behaviors, 39
- Work Rules (Bock), 194
- Wow experience, 195–196
- Zappos, WOW experience, 195, 200
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