Index
- Accessibility, 22
- Accountability
- Accountability journal, 5
- Acknowledgment, 99, 125. See also Recognition
- Action items, 80
- Action plans, 232
- Active listening, 32–33, 79, 120
- Adams, Norm, 114
- “All Management Is Change Management,” 55
- Amazon, 225
- Ambassadorship, 153–158
- Anxiety, relieving, 34
- Apologizing, 75, 96, 178, 202
- Appreciation, 23, 99, 203. See also Recognition
- Asking for help, 20, 45
- Asking questions
- about challenges, 65
- in investigating generalizations, 82–83
- in large-group meetings, 229
- in mentorship, 138
- of middle managers, 192
- of Millennials, 151
- to nurture curiosity, 120
- about processes, 56
- about reasons employees might leave, 205
- in rounding, 94–95
- in small-group meetings, 230–231
- in tough conversations, 79
- to understand the what, 124, 126
- to understand the why, 15
- Attention, 42–44, 124
- Audience, tailoring messages to, 34
- Authenticity, 23, 99, 151, 155–156
- Authority, 46–47, 149–150
- Baby Boomers, 104
- Bad news, 118–119
- Baptist Hospital, Pensacola, 173
- Beginners mind-set, 5
- Behavioral-based interviewing, 105, 196
- Behavior standards, 175–182
- Benchmarking, 38, 234
- Berwick, Don, 70–71
- Best practices, 233–236
- Bezos, Jeff, 225
- BHAGs (Big Hairy Audacious Goals), 172, 173
- Blame, 65, 119, 203
- Body language, 33
- Boss. See also Leaders
- Boundaries, clarity of, 176
- Breaks, taking, 45
- Buddies, for new hires, 200–201
- Building blocks, see Structural building blocks
- Built to Last (Collins), 25, 168
- Candor, 120
- Caring, 139, 204
- Celebration
- Challenging employees, 106
- Change
- Change management, 55–61
- Changing your mind, 6
- Character, mentor's focus on, 138
- Clarity
- Clement, Mark, 172
- Clients, see Customers and clients
- Clifton, Jim, 5–6
- Coachability, 3–6
- Collaboration, 16, 20
- Collins, Jim, 25, 168, 172
- The Coming Jobs War (Clifton), 5–6
- Commitment
- Communication, 31–36. See also Language; Listening
- about delegated tasks, 47
- in avoiding workplace drama, 145
- behavior-based interview questions about, 196
- behavior standards for, 181–182
- connecting to values in, 28–29
- face-to-face, 120–121
- of goals, 174
- by mentees, 140
- methods of, 35
- middle managers' impact on, 190
- open, honest, and transparent, 129
- proactive, 16
- ratio of positive and negative messages in, 36, 97, 99, 217
- of rules, 71
- in stressful times, 51, 52
- in tough conversations, 75, 77–80
- of values, 26
- Communication plan, 227
- Community, building sense of, 228
- Compensation, 195, 201
- Complaints, as gifts, 202
- Compliments, 99, 102
- Confidence, 121
- Conflict
- Conflict management system, 144
- Conflict resolution, 73–76, 202
- Conscious competence, 209
- Conscious incompetence, 209, 221
- Consensus, 38–39
- Consent, seeking, 38–39
- Consistency, 162, 176
- Core beliefs, see Value(s)
- Covey, Stephen, 42–43
- Credibility, 32
- Cross-training, 194
- Culture, 85
- of admitting mistakes, 66
- of calm, 51
- and conflict resolution, 73–74
- of consistency and predictability, 162
- employees' early impressions of, 203
- good communication in, 36
- hiring for, 105
- making change part of, 55–56
- managers' control of, 190
- of ownership, 131–135
- and performance evaluations, 217
- positive, 87–91
- and positive ambassadorship, 154–155
- and positive recognition, 97, 98
- for retaining employees, 203–204
- self-awareness and coachability in, 4
- setting the tone for, 236
- training's impact on, 207, 208
- values in, 25
- and we/theyism, 127–128
- where feedback is encourages, 119
- workplace drama in, 143
- Curiosity, 106, 120, 121
- Customers and clients
- Customer satisfaction, 114, 202, 219–223
- Customer service, 196
- Cynicism, 90–91, 208
- Edmondson, Amy, 117
- Ego, 19, 21, 185, 234
- Emails, 43–44, 101
- Emerson, Ralph Waldo, 63
- Emotional bank account, 93–96
- Employees. See also related topics, e.g.: Performance reviews
- asking for feedback from, 90, 205
- behavior standards review by, 177
- building relationships with, 94–96
- challenging, 106
- communicating directly with, 33
- connecting jobs/roles to organizational purpose/mission, 111–114
- connecting meaning and purpose to, 91, 103–104
- cultural fit of, 105
- encouraging ownership in, 132–135
- encouraging self-disruption in, 66
- engagement of, 89, 104, 190, 204, 219–224
- expecting pushback from, 60
- knowing strengths and weaknesses of, 46
- knowing the what of, 123–125
- learning and development resources for, 208
- managing up the company to, 154
- optimizing performance of, see Performance optimization skills/behaviors
- overpaying, 195
- positive recognition of, 97–102
- psychological safety of, 89, 117–121
- referrals from, 194
- self-awareness and coachability of, 3
- setting example for, 155
- teaching delegation to, 47
- teaching positive ambassadorship to, 155–157
- in turning around negative culture, 90–91
- Engagement
- EntreCon, 192
- Entrepreneurship, 150, 163
- Excuses, 11
- Execution, 37–40
- Expectations, 75, 151, 162
- Fairness, 106, 162
- Fear, 234
- Feedback
- acting on, 95, 120
- asking for and receiving, 5, 9, 22, 90, 119, 121
- and coachability, 3–6
- culture encouraging, 119
- from employees, 90, 95
- as hiring criterion, 198
- in mentorship, 137, 139, 141
- for and from Millennials, 149–150
- not taking feedback personally, 7–10
- openness to, 107, 119–120
- in performance reviews, 216–217
- positive vs. good, 118
- providing, 204–205
- psychological safety in sharing, 118–121
- taking ownership of, 10–11
- Fifth Discipline, The (Senge), 58
- Financials, sharing, 133
- Flexibility, 210
- Focus
- Followership, 13–18
- Forbes.com, 112
- Ford Motor Company, 69–70
- The Four Agreements (Ruiz), 7
- Freedom, for Millennials, 150
- Freiberg, Jackie, 222
- Freiberg, Kevin, 222
- Functional skills, 210
- H
- Harris, Harry, 13, 69
- Harvard Business Review, 105
- Harvey, Paul, 53
- Haslam, Alex, 17
- Health plan, 53
- Heath, Chip, 70–71, 163, 233
- Heath, Dan, 70–71, 163, 233
- High performers, 106, 154–155, 216, 230, 235
- Hiring, 193–198
- Holy Cross Hospital, Chicago, 220–222, 233–234
- Honesty. See also Truth and truthfulness
- Humility, 3, 19–24
- “I” statements, 84
- Ideas
- IKEA, 166
- “Imitation is More Valuable Than Innovation” (Shenkar), 38, 234
- Inclusion, in meetings, 231
- Influence, 225
- Information, missing, 44
- Information management, 31–32, 35
- Innovation, 20, 26–27, 37, 150
- Instructions, giving, 46, 150
- Integrity, 71
- Interaction, in meetings, 228–229
- Interviewing
- James, William, 97
- Language. See also Communication
- Leaders
- with best odds for engaging employees, 107–109
- change-resistant, 57–60
- developing, 189–192, 194
- as followers, 17–18
- of high-performing companies, 9
- how employees feel about, 93
- as learners, 3
- managers rated by, 191
- Millennial-friendly, 147–152
- most important quality of, 13
- Park Ranger, 134
- as problem solvers, 87–88, 98
- real job of, 161
- rounding by, 94–96
- safety in telling truth to, 117–121
- selecting, 17–18
- thank-you notes from, 102
- traditional, 14
- we/theyism used by, 127–128
- who drive sense of purpose, meaning, and engagement, 104–107
- Leadership skills/behaviors, 1, 210
- acting on values, 25–30
- change management, 55–61
- clarity, 69–71
- coachability, 3–6
- communicating, 31–36
- conflict resolution, 73–76
- embracing discomfort, 63–67
- execution, 37–40
- followership, 13–18
- handling generalizations, 81–84
- humility, 19–24
- managing tough conversations, 77–80
- not taking feedback personally, 7–10
- self-awareness, 3–6
- stress management, 49–53
- taking ownership of feedback, 10–11
- time management, 41–47
- Learners, leaders as, 3
- Learning. See also Training and development
- Life Is Good, 166
- Listening
- Lombardi, Vince, 171
- Long-term objectives, 176
- Low performers, 89, 216
- Make-A-Wish, 166
- Managing up, 15
- Meaning
- Measurement, 184. See also Metrics
- Meetings, 225–232
- Mentorship, 137–141
- Metrics, 75. See also Measurement
- Micromanagement, 22, 150
- Middle managers, 189–192
- Mid-level performers, 216
- Milestones, celebrating, 40
- Millennials
- Mind-set
- Mission, 165–166. See also Purpose
- Mission statement, 165–166
- Mistakes
- Modeling, 21, 51
- Moral inventory, 185
- Motivation(s)
- Mulally, Alan, 69–70
- Park Ranger leadership, 134
- Partnership
- Passion, 114, 197
- PBS, 207
- Peale, Norman Vincent, 171
- Peck, M. Scott, 49, 64
- Peer interviewing, 64, 105, 195–196
- Pensacola Blue Wahoos, 113
- Perfection, 40
- Performance metrics, 186
- Performance optimization skills/behaviors, 85
- connecting meaning, purpose, and engagement, 103–109
- culture of ownership, 131–135
- emotional bank account management, 93–96
- knowing the what, 123–126
- mentors, 137–141
- Millennial-friendly leadership, 147–152
- positive ambassadorship, 153–158
- positive recognition, 97–102
- positive workplace culture, 87–91
- psychological safety, 117–121
- reducing workplace drama, 143–146
- understanding meaning of jobs, 111–114
- we/theyism, 127–129
- Performance reviews, 39–40, 213–217
- Personal connections, 94, 123–124, 138
- Peters, Kim, 17
- Pivots, 229
- Poor performers, 216
- Positive culture, 87–91
- Positive energy, creating, 16
- Positive feedback, 118
- Positive recognition, 97–102
- Positivity
- Practices, standardizing and hardwiring, 161–164
- Preceptors, 200–201
- Predictability, 162
- Prioritizing, 42–43, 50
- Proactivity, as hiring criterion, 197
- Problems
- Problem solvers
- Problem solving, interview questions about, 196
- Processes
- Procrastination, 44
- Professional development, see Training and development
- Profits, choosing between values and, 168
- Progress meetings, 211
- Psychological safety, 89, 117–121
- Public compliments, 99
- Purpose. See also Vision
- Radical candor, 120
- Reactivity, 45
- Recognition. See also Thanking others
- of big successes, 56–57, 90
- in building relationships, 96
- by giving others credit, 22
- for handling conflict positively, 146
- of others' importance, 23
- positive, 97–102
- for positive ambassadorship, 156–157
- for progress in training, 211
- of support personnel, 114
- for those who stand out, 236
- of what's going right, 66–67
- Recruiting, 190, 193–195
- Reinventing yourself, 163
- Relationship building
- Relationships
- Relevancy of training, 209–210
- Remote workers, 35, 149
- Reputation, 32
- Resignations, 203
- Resiliency, 53, 134
- Resourcefulness, 27
- Respect, 149–150, 168
- Responsibility
- Responsiveness, 45
- Retention, 199–205
- Rewards. See also Recognition
- Rightness, 233–236
- Road Less Traveled, The (Peck), 49, 64
- Rounding, 94–96
- Ruiz, Don Miguel, 7
- Rules
- Safety, psychological, 89, 117–121
- Schedule
- Self-assessment, 184
- Self-awareness, 3–6, 8, 19, 141
- Self-disruption, 64, 66
- Self-worth, 23–24
- Senge, Peter, 58
- 7 Habits of Highly Effective People, The (Covey), 42–43
- Shenkar, Oded, 38, 234
- Sherman, Clay, 183
- Simplicity, of messages, 34
- Simplifying, in stressful times, 50–51
- “Skill” issues, 121, 236
- Skills
- Small wins, 39, 56–57, 89–90
- Social media, 43–44, 157
- Southwest Airlines, 220–222
- Specificity
- Standardizing processes and practices, 161–164
- Standards of Behavior contract, 175–182
- Starting with end in mind, 43
- Stereotyping, 148
- Stories, 114, 144–145
- Stress management, 49–53
- Structural building blocks, 159
- best practices, 233–236
- clarity created by, 70
- customer satisfaction, 219–223
- employee engagement, 219–224
- goals, 171–174
- leader development system, 189–192
- meetings, 225–232
- metrics, 183–187
- mission, vision, and values, 165–169
- performance reviews, 213–217
- recruiting and hiring, 193–198
- retention, 199–205
- standardizing and hardwiring, 161–164
- training and development system, 207–211
- written behavior standards, 175–182
- Studer, Belle, 101
- Studer, L. L., 100–101
- Studer Community Institute, 208
- Supervisors, 209
- Surveys, 10, 84, 151, 186
- Switch (Heath and Heath), 70–71, 233
- Table activities, 228
- Teachable moments, 71
- Teams
- Teamwork, 20
- Technology etiquette, 180
- Terminal uniqueness, 186, 220, 222, 234
- Thanking others, 24
- Thank-you notes, 100–102
- Time management, 41–47, 196
- Timing, of messages, 33–34
- To-do lists, 43
- Tone of voice, 33
- Tough conversations, 75, 77–80
- Training and development, 207–211
- Transparency, 23
- Troublemakers, 121, 145
- Trust
- Trustworthiness, 15
- Truth and truthfulness, 23, 95. See also Honesty
- Turnover
- Tylenol, 168
- Ziglar, Zig, 174
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