Accenture 93
see also mindset skills; organisational skills; personal skills
adjustment 211
Adobe 99
agendas, having clear 166–7, 202–3
Aldi 11
Amazon 231
Ambani, Mukesh xxvii
ambitions 7
American Bureau of Labor Statistics 79
Android 12
appraisals 97
artificial intelligence (AI) 189
assertions, supporting with facts 177–8
AT&T 35
Baidu 36
balance and mix, need for 51–3
Bambara (tribe in Mali) 159
banker’s question 184
behaviours
annoying 225
bidding war 123
big-picture people, team of 52
Blue Ocean Strategy 34, 37, 38
bonuses 221
British Airways 16
brittle confidence 130
Brown, G. 5
budgets 219
and targets, negotiating 131–5
Buffett, Warren xxvii
burning platforms 29
business 74
buyer power 33
Callaghan, James 5
Cameron, David 7
capacity to change 116
career death spiral 104
CEO, and company newsletters 19–20
Challenger 17
Chamberlain, Neville 32
change, risks and costs of 116–17
change equation 118
change cycle 119
critical mass of support 121
FUD factor 115
choice, restricting 210
Churchill, Winston xxiv, 4, 5, 19, 57, 177, 241
CIGNA 93
closed questions 27–8, 83–4, 87–8, 214–15
coaching
structured journey 90
coalition 210
comfort zone 48, 199, 238, 268
in crisis management 129
debriefing 216
difficult conversations 105–8, 198
listening 25–7, 70, 73–4, 205, 213–16
open and closed questions 27–8, 215–16
paraphrasing 215
three Es of 160
Compaq 35
Competitive Strategy (book) 33
complexity, managing 10
confirmation bias 101
context
control
problems with close 95
time 156
see also influencing
conversations
listening 25–7, 70, 73–4, 213–16
productive 148
change management 116
collaboration 248
leadership revolution 188
video meetings 173
credibility 197, 198, 204, 206–7
crises 220
cultural norms 226
customer service 76
customers
analysing needs of 36
partnership mindset 250
solving problems of 36
daily skills 111
Darwin, Charles 154
Daz (British detergent brand) 21
deafness, selective 261
decision making 61
decisiveness xxx
delegation xix, 70, 79–84, 143, 192–3, 243, 249
Dell 35
Deming, W. Edwards 97
depersonalising conflict 124
destiny, controlling your 257
detachment 124
detail people, team of 52
deviation 169
difference, making a 4, 6, 10–12
difficult conversations 105–8, 198
direct competition 33
dishonesty 74
disloyalty 198
Disney 40
doubt 115
Douglas-Home, Alec 5
dreams 8
drifting 9
Dyson 40
Dyson, James 36
EBI (even better if) tool 265–6
Eden, Anthony 4
employee choice 188
enjoyment 161
enlightenment 65
esteem 66
even better if (EBI) tool 265–6
Excite 36
expectations
motivation 72
expertise 161
external recruitment 51
extroverts 52
ExxonMobil 40
failure
learning from setbacks 96, 244–5
reactions to 96
Federal Express 76
feedback
selective deafness 261
feelings
finances
negotiating budgets 145
pay as motivation 72
finders 264
Fisher, Irving 32
five forces analysis 33
five Os, of coaching event 86–7
formative assessment 146
frontload performance 137
FUD factor 115
future
focus on 232
information about 145
future perfect idea 19
Gagarin, Yuri 17
Gantt chart 114
GAP 93
Gates, Bill xxvii
GE firm 93
gig economy 59
goals
clear 256
knowing 105
setting 155
team 142
Golden Rule 225
Google xxviii, 7, 8, 11, 36, 40, 205
gossip and banter 225
governance, supportive 143
Graham, Billy 161
grinders 264
Hamel, Gary 34
Heath, Edward 5
Herzberg’s two-factor theory of motivation 61
hierarchy mindset 249
HMS Beagle 154
Hoover 36
HP 35
Hubble 17
Human Side of Enterprise, The (book) 59
collaboration 248
delegation 83
motivation 71
performance management 93, 95–6
see also working from home
hygiene factors 61
ideas xxviii
and classical strategy 31–4, 38
copying 35
IPA agenda of leadership 48
new 220
RUSSIA test 17
solving customer problems 36
and unfair competitive advantage 40
imposter syndrome 259
incremental agreement, building 210
popularity 208
informal contract 94
information management 141, 144–6
Infoseek 36
inspirational leaders 58
intimacy, and trust 197–8, 204, 205–6
introverts 52
IPA (idea, people, action) agenda xxvii–xxix, 37, 48, 75, 232, 233, 271
iPad 35
Kahneman, Daniel 209
Kennedy, John 17
key performance indicators (KPIs) 11, 131
King, Martin Luther 19
knowledge 26
le Carré, John 21
tradecraft of 152
lean matrix 189
Lidl 11
listening 25–7, 70, 73–4, 205, 213–16
LNB agenda 149
long-term goals 90
love 65
Lumière, Louis-Jean 32
Lycos 36
Macmillan, Harold 4
Magellan 36
Major, John 6
management by objectives (MBO) 131
management by walking around (MBWA) 68
management by walking away 68
management information systems (MIS) 145
Mandela, Nelson 46
market growth 42
market information 145
market share 42
marketing 30
Maslow’s hierarchy of needs 65–7
McDonald’s 40
memorisation 160
mental dysfunctions 57
Metcalfe, Robert 32
minders 264
persistence 36
momentum 128
money 65
see also finances
expectations 72
gap 71
Herzberg’s two-factor theory 61
intrinsic rewards 62
showing interest in staff 73–4
staff problems 214
worthwhile jobs 76
Musk, Elon xxvii
NASA (National Aeronautics and Space Administration) 15, 17
negotiations, budgets and targets 131–5
never avoid conflict 124
new entrants 33
newsletters, company 19–20, 22
Nike 40
normative assessment 146
norms, cultural 226
open questions 27–8, 83–4, 87–8, 215–16
operational information 145
see also positivity
organisational skills 111
negotiating budgets and targets 131–5
see also change management; project management
Origin of Species 154
over-achievement 192
over-communication 70
over-estimation 43
over-performance 61
pay
PayPal 231
delegation 70
difficult conversations 105–8, 198
see also influencing; motivation; teams
people-focused people, team of 52
performance
frontloading 137
performance management 93–9, 141, 146–7, 192
performance review 214
performance tracking systems 93–4, 97–9
Pericles 19
personal skills
listening 25–7, 70, 73–4, 205, 213–16
persuasion
see also influencing
PERT chart 114
Petrobras 40
phone calls 225
physiological needs 65
planning process, strategic 143–4
political responses 114, 117, 143
politicians 208
poor delegation 80
poor performance, dealing with 101–4
popularity 208
positivity
as mindset skill 244, 251–4, 258, 260
writing effectively 177
Preece, William 32
prejudice, reading with 179–80
presentations 159–63, 219, 239
pressure, and stress 9
private sector xx
Privy Council 169
prize, qualitative/quantitative 29–30
problem solving
customer problems 36
and difficult conversations 107
staff problems 214
procrastination 157
product/operations 44
professional guard, developing 224–6
professionalisation, of workforce 188
project managers 117
seeking 221
psychological contracts 73, 94
public sector xx
questions
and challenge 157
open and closed 27–8, 83–4, 87–8, 215–16
RAMP principle 242
rational responses 114
RBS 198
reader, writing for 176
recognition 66, 69, 76–7, 128, 192
relationships, supportive 242–3
remote working see working from home
rent seeking 39
responsibility 217
rest, need for 156
review
goals 155
position 138
rework 156
risks
of change 115
emotional 117
political 117
role
starting new 220
Rolling Stones 34
Rolls-Royce automobiles 11
Royal Marine Commandoes 239
rules, for meeting 166
RUSSIA test 17
safety 65
safety-in-numbers mentality 167–8
salary see pay
sales 30
Samsung 35
selective deafness 261
self-actualisation 66
self-confidence 77
service idea, communicating 22–3
setbacks 220
goal focus 233
Shell 40
short-interval scheduling 156
skills
daily 111
mindset 111
see also mindset skills; organisational skills; personal skills
Slack 149
slides 160
social networking 35
Southwest Airlines 35
speed reading 181
Spotify 35
staff
morale, improving 29
see also teams
standards, professional 224
Starbucks 40
STIR Education 242
story, telling 176
Strategic Intent 34
strategy
unfair competitive advantage 39–40
strengths, focus on 260
stress 9
style
and substance 102
substance and style 102
substitutes 33
defining 131
and failure 128
learning new rules of survival and 114
mindsets of xxxii
moments of truth 217
suppliers
partnership mindset 250
power 33
support 129
supportive relationships 242–3
surprises 198
avoiding 192
SWIFT payments 40
task-focused people, team of 52
tasks 156
Teach for America 35
teams
building 21, 47, 48, 49–55, 219, 261
goals 142
people 143
shielding 192
staff problems 214
support 192
trusting 70
see also motivation
technology, as distraction 157
terms and conditions, as motivation 61, 63
Tesco 11
Thatcher, Margaret 5
distractions 157
procrastination 157
Toffler, Alvin 266
trade-offs 52
training 239
transition dip 51
trust xix
autonomy 243
and credibility 197, 198, 204, 206–7
and intimacy 197–8, 204, 205–6
and performance management 96
popularity 208
and respect 74
two-factor theory of motivation 61
uncertainty 115
understanding
difficult conversations 106
Universal 35
unreasonableness, selective 233–4
Vietnam War 258
see also ideas
vocational careers 62
voluntary sector xx
Waitrose 11
Watson, Thomas 32
weaknesses xxxiv
what went well (WWW) tool 265, 266
WhatsApp 149
work 218
work environment, managing 156
working from home (WFH) xix–xx, 29
collaboration 248
communications 149
motivation 71
performance management 93
see also hybrid working
working hours, and motivation 72
WWW (what went well) tool 265, 266
Wyman, Bill 34
X and Y motivation theory 58–61
Yahoo! 36
Zest (toilet soap) 42
Zuckerberg, Mark 35