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agility, in adapting to change
assertivenessautonomy, importance of, 5, 103
awards, 53
behavior
• assessment of employee, 97 - 98
• changing your own bad behaviors, 10
behavioral change, 43 - 44, 96
bosses. See also leaders
• assertive, 101
• avoiding tendencies of bad, 76-77
• relationship between employees and, 80-81
brain performance, 46 - 47
brand, leadership, 60
breaks
• mental, 19
• mini, 40 regular, 14
burnout, preventing, 14-15, 37
challenges, 43
change
• readiness for, 131
• resistance to, 123-124
• roadblocks to, 43 - 44
change management, 64, 95, 96, 127
communication skills, 100, 115, 186
company priorities,
• aligning with employee interests, 125
company purpose, defining 169, 170
company story,
• communicating to customers, 168
confidence, acting with, 4, 50, 72
conflict, 83
conflict resolution, 93-94
contribution, of employees, 80 - 81
control
• delegating, 41
• giving up, 33 - 34
creative leadership, 71
creativity, 13, 19, 113
credibility, 54
crossword puzzles, as mental break, 40
customer complaints, 188-189
customer experience
• creating a seamless, 182
• monitoring, 172
customers
• communicating with, 186
• demographics, going beyond traditional, 183
• emotions of, 184
• focusing on good, 148
• involving, in product creation 190
• motivation of, needs of, 191-192
• online, 175 - 177
• passionate, 179
• psychographic information on, 183
• reaching out to, 185
• trust of, 155 - 156
decision making, 20-22, 33, 50, 127, 146, 157
decisions
• clinging to, 50
• communicating, 126
• second guessing, 35, 38, 49, 103
delegation, 37, 41
demographics, customer, 183
disaster preparedness, 143
distractions, 43 - 44, 83, 138
diverse opinions, importance of, 21, 90
efficiency, 28
elevator pitch. See personal elevator pitch e-mail, scheduling time for, 37
empathy, importance of, for leaders, 70
employee-boss relationships, 80 - 81
employees
• assessment of, 97-98
• bringing out the best in, 84
• developing, 34
• empowering, 103
•
frontline, 173
•
giving feedback to, 99
•
hidden talents of, 105-106
•
involving in strategy creation, 136
•
letting employees fail, 86
•
mistakes by, 86, 87
• motivating, 95, 109
•
patting on back, as expression of support, 85
• priorities of, 125
•
sacrificing yourself for, 78
• supporting your, 83, 89
empowerment, of employees, 103
energy management, 14- 15
exercise, 40
expectations, establishing, 100
failure. See also mistakes
• accepting, 88
• avoiding, 139 - 140
• learning from, 30
• reducing cost of, l45-146
feedback, 11, 23, 99, 112
"Fire yourself", as a means of self-evaluation, 45
growth
• company, 171
• employee, 80, 103
• taking responsibility for your own, 6
growth opportunities, 158
heedlessness, as tendency of bad bosses, 76 - 77
high performers. See star performers
ideas
• capturing good, 17
• encouraging new, 113
• finding new, 133-134
• generating, 135
• getting rid of bad, 135
• implementing, 114
• questioning 18
image, developing your professional, 31 - 32
information analysis, 22
innovations, 133 - 134, 150, 151, 157, 160 - 162
inspirational leadership, 69-70, 115
insulation, as tendency of bad bosses, 77
internet advertising, 147
interruptions, reducing, 14 intuition, 69
job satisfaction, 5
leaders
• qualities needed by effective, 64 - 65
• thought, 53-54
• traits needed by effective, 79
• transformational, 80 - 81
leadership
• assessment of, 8
• brand, developing your own, 60
• creative, 71
• fundamentals of, 73 - 74
• inspirational, 69 - 70, 115
• versus management, 114
• simple model of, 75
leadership vision, creating your, 3
lean management, 65
learning
• action, 107 - 108
• desire for, 7
• growth mind-set for, 30
• from mistakes, 86, 87, 88
love, expressed as concern for employee well-being, 80
loyalty, 42
management
• versus leadership, 114
• loan, 65
• of smart people, 110
• of star performers, 111
• team, 82, 93 - 94, 115, 117
• time for, 24 - 25
marketing message, broadcasting your, 168
meaning, as necessity to employee success, 81
memory, 16, 46
mentors, 102
micromanaging, 33, 35 - 36, 38
minority viewpoints, 21
mistakes
• accepting, 33, 88
• by employees, 86, 87
• learning from, 86, 87, 88
• recovering from, 51
• tolerance for, 84
motivation, 95, 109, 115, 178
multitasking, 29
negativity, 122
openness, importance of, in developing a culture of trust, 92
organizational bias, 56
organizational goals,118-119
overthinking, 4
ownership
• importance of, in self-improvement, 43
• as key to job satisfaction, 5
partnerships, 152-154
patience, 43
performance review, of self, 6
persistence, 41
personal elevator pitch, perfecting your, 53 - 59
planning, importance of, 142
prioritization, 29, 125
product creation, involving customers in, 190
productivity, increasing, 26 - 28
professional development, taking responsibility for own, 6
psychographic information about customers, value of, 183
questions
• asking, 120
• strategic, 159
recessions, as means of discovering new opportunities, 163
responsibility
• employee, 103
• for own personal growth, 6
results, focus on, (combined with critical thinking approach), 18
second guessing, 35, 38, 49, 103
self-improvement, 6 - 10, 12
services, 191 - 192
simplicity, as key to customer satisfaction, 193
skills
• focusing on distinctive, 55
• unique, 52, 70
small businesses, 142, 155 - 156
social media, 142, 164-167, 179
star performers
• giving feedback to, 112
• managing, 111
• strategic change, 112
strategic partnerships, 152 - 154
strategic principle, importance of, to employees, 128
strengths
• double-edged, 41 - 42
• focusing on, 55, 104
• identifying, 72
• reliance on, 9, 31
stress management, 38
success, 48
tasks, prioritizing, 29
teams
• conflict resolution in, 93 - 94
• engaging your, 116
• improving performance of, 82
• motivating, 115
• refocusing, 127
• trusting your, 117
technology, embracing new, 161
temporary solutions, advantages of, 144
360-degree assessments, 98
time management, 23 - 25
transformational leaders, 80 - 81
tribes (of customers), as business allies, 180 - 181
trust, 92, 117
unilateral thinking, 90
urgency, appropriate use of, 121
weaknesses
• employees', 104
• working on your, 9
Web site visitors, engaging, 175 - 176
worrying, ways to counteract, 4