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Index

A

actions, using language to change, Use Language to Change the Actions
Agile methods, Use Language to Change the Thinking
Alvarez, Cindy, Sharing Knowledge in DevDiv
Amazon
- Anytime Feedback Tool, Use Their Energy and Push for Positivity
- "disagree and commit" principle, Fight and Unite
Amazon Web Services (AWS), Break the Script
American Beverage Association, Autonomy and Mastery
Anderson, Sheila, The Three Vital Behaviors of Culture Change
Android, Pursuing Purpose
Anthelme, Jean, Measuring Change
Anytime Feedback Tool, Use Their Energy and Push for Positivity
Aplin, Arch III "Beaver", Scripting the Vital Behaviors
appreciative inquiry, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
Aspiring Managers Series, Use the Hypotheses for Exploring Cultural Initiatives
assumptions
- experimenting with, Change the Language
- in Customer-Driven Workshops, Build Great Products by Improving Both Sides of the Glass
- testing with hypotheses, What Is a Customer-Driven Culture?
attribution error, Applying the Hack
awareness, The Three Vital Behaviors of Culture Change, The Three Vital Behaviors
- (see also three vital behaviors of culture change)
AWS (Amazon Web Services), Break the Script
Azure, Break the Script, An Example of How DevDiv Scripts Belonging Cues

B

Bargh, John, The Importance of Belonging Cues
belonging cues
- demonstrating values through, Demonstrate Your Values Through Belonging Cues-The Importance of Belonging Cues
- importance of, The Importance of Belonging Cues-The Importance of Belonging Cues
- in DevDiv, Agents of Change: Julia Liuson, An Example of How DevDiv Scripts Belonging Cues-An Example of How DevDiv Scripts Belonging Cues
- influence on an organization, How Belonging Cues Influence Your Organization
Best Place to Work, The (Friedman), The Importance of Acknowledging Mistakes, The Importance of Belonging Cues
Big Hairy Audacious Goals (BHAGs), Pursuing Purpose
Bloomberg, Michael, Autonomy and Mastery
Bold Goal (Humana program), Celebrating the Vital Behaviors
Boyd, Stowe, How Language Binds Us Together
brain
- how stories affect, How Stories Affect Our Brains
- power of stories on, The Power of Story on the Brain
breaking the script, Unexpectedness, Applying the Hack
bridges, building, Build Bridges, Not Walls-Applying the Hack, Hack #2: Build Bridges, Not Walls
- agents of change: Carmen Medina, Agents of Change: Carmen Medina-Agents of Change: Carmen Medina
- applying the hack, Applying the Hack-Applying the Hack
- building great products by improving experiences for both employees and customers, Build Great Products by Improving Both Sides of the Glass-Build Great Products by Improving Both Sides of the Glass
- cross-pollinators, Cross-Pollinators-Cross-Pollinators
- customer connections, Who Owns the Voice of the Customer?
- finding match quality, Finding Match Quality
- generalists and, The Value of a Generalist-The Value of a Generalist
- giving away your expertise, Giving Away Your Expertise
- knowledge-sharing culture in CIA, Agents of Change: Carmen Medina-Agents of Change: Carmen Medina
- maxims for, Hack #2: Build Bridges, Not Walls
- sharing knowledge in DevDiv, Sharing Knowledge in DevDiv
"bright spot" concept, Agents of Change: Monique and Jerry Sternin
Broussard, Bruce, Celebrating the Vital Behaviors
Buc-ee's convenience stores, Scripting the Vital Behaviors-Scripting the Vital Behaviors
Build, Measure, Learn Feedback Loop, Find the Quickest Pathways to Learn
Built to Last: Successful Habits of Visionary Companies (Collins), Pursuing Purpose
Byrnes, Terry, Objectives and Key Results
bystander effect, Agents of Change: Margo

C

Caesar's Entertainment, Objectives and Key Results
CDE (Customer-Driven Engineering), The Hypothesis Progression Framework
Central Intelligence Agency (CIA), Agents of Change: Carmen Medina-Agents of Change: Carmen Medina
CEOs, How Belonging Cues Influence Your Organization
Chameleon Effect, The Importance of Belonging Cues
change (see culture change)
Chartrand, Tanya, The Importance of Belonging Cues
Chiang Rai cave network (Thailand), Agents of Change: Rescuing the Wild Boars Football Team-Agents of Change: Rescuing the Wild Boars Football Team
chief experimenters, Lead with Questions, Not Answers
CIA (Central Intelligence Agency), Agents of Change: Carmen Medina-Agents of Change: Carmen Medina
coaches, DevDiv team members as, Giving Away Your Expertise
coaching, just-in-time coaching, Just-in-Time Coaching-Just-in-Time Coaching
collaboration
- Live Share, Live Share: An Example of the Customer-Driven Approach-Live Share: An Example of the Customer-Driven Approach
  - (see also bridges, building)
- mistakes in collaborative environments, The Importance of Acknowledging Mistakes
Collins, Jim, Pursuing Purpose
common language (see language, common)
concreteness, of great stories, Concreteness
connecting (see bridges, building)
Consorzio del Prosciutto di Parma, Agents of Change: Volpi Foods-Agents of Change: Volpi Foods
corporate culture (see culture)
Costco, Agents of Change: Volpi Foods
courage, The Three Vital Behaviors of Culture Change, The Three Vital Behaviors
- (see also three vital behaviors of culture change)
Coyle, Daniel, The Importance of Belonging Cues, Useful Maxims
credibility, of great stories, Credibility
cross-pollinators, Cross-Pollinators-Cross-Pollinators
cultural hacks, Hacking Your Culture
cultural heartbeat, The Cultural Heartbeat-The Cultural Heartbeat
cultural initiatives, exploring with hypotheses, Use the Hypotheses for Exploring Cultural Initiatives-Use the Hypotheses for Exploring Cultural Initiatives
culture
- building leaders for (see leaders, building)
- in Satya Nadella's mission statement, Preface
  - (see also learning culture)
culture change
- empathizing with enemies of, Empathize with Your Enemies-Agents of Change: Volpi Foods
- foundation for (see foundation for change, building a)
- measuring (see measuring change)
- meeting teams where they are, Meet Teams Where They Are-Applying the Hack
  - (see also teams)
- passionate pragmatism and, Be Passionately Pragmatic-Encouraging Pride of Ownership
- vital behaviors of (see three vital behaviors of culture change)
Culture Club, Use the Hypotheses for Exploring Cultural Initiatives
Culture Code, The (Coyle), The Importance of Belonging Cues, Useful Maxims
culture room, The Culture Room, Applying the Hack
curiosity, The Three Vital Behaviors of Culture Change, The Three Vital Behaviors
- (see also three vital behaviors of culture change)
customer experience, Build Great Products by Improving Both Sides of the Glass-Build Great Products by Improving Both Sides of the Glass
customer feedback, metrics and, Metrics and Customer Feedback-The Cultural Heartbeat
customer research, Giving Away Your Expertise
customer walls, Consider the Medium, Applying the Hack
Customer-Driven Alumni events, Inspiring Others to Action
customer-driven cadence, Change the Language, Do Less, Then Obsess
customer-driven culture, defined, What Is a Customer-Driven Culture?-Live Share: An Example of the Customer-Driven Approach
Customer-Driven Engineering (CDE), The Hypothesis Progression Framework
Customer-Driven Playbook, The (Lowdermilk and Rich), Should I Read The Customer-Driven Playbook First?
- experiments in, What Is a Customer-Driven Culture?
- HPF in, The Hypothesis Progression Framework, Do Less, Then Obsess
- scientific method in, Change the Language
Customer-Driven Workshops, The Hypothesis Progression Framework
- accessible materials in, Sharing Knowledge in DevDiv
- assumptions and disagreements in, Build Great Products by Improving Both Sides of the Glass
- business goals in, Pursuing Purpose
- just-in-time coaching in, Just-in-Time Coaching-Just-in-Time Coaching
- multiplier/diminisher behaviors in, “Multiplier Metrics” Versus “Diminisher Metrics”
- schedule outline for, Celebrating the Vital Behaviors
customers
- as center of Microsoft's mission, Preface
- meeting customers where they are, Meet Your Customers Where They Are
- voice of, Who Owns the Voice of the Customer?
- workforce's diversity/inclusion reflecting that of, Diversity and Inclusion-Diversity and Inclusion

D

Darwin, Charles, Thank You
data, relatable, Make Data Relatable-Applying the Hack, Hack #6 Make Data Relatable
- agents of change: rescuing the Wild Boars football team, Agents of Change: Rescuing the Wild Boars Football Team-Agents of Change: Rescuing the Wild Boars Football Team
- applying the hack, Applying the Hack-Applying the Hack
- collecting data before making a decision, Find the Quickest Pathways to Learn
- how stories affect the brain, How Stories Affect Our Brains
- Impact Ladder and, The Impact Ladder-The Impact Ladder
- inspiring others to action, Inspiring Others to Action-The Impact Ladder
- maxims for, Hack #6: Make Data Relatable
- power of stories on the brain, The Power of Story on the Brain
- using metaphors to make ideas accessible, Using Metaphors to Make Your Ideas Accessible
- visual metaphors to communicate ideas in, Don’t Just Tell Them, Show Them-Consider the Medium
- vivid stories and vivid interviews, Vivid Stories Are Directly Proportional to Vivid Interviews-Vivid Stories Are Directly Proportional to Vivid Interviews
Developer Division (DevDiv)
- about, About the Developer Division at Microsoft-About the Developer Division at Microsoft
- culture room, The Culture Room
- rethinking candidate interviews, Rethinking How We Interview New Candidates-Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
- scripting of belonging cues, An Example of How DevDiv Scripts Belonging Cues-An Example of How DevDiv Scripts Belonging Cues
- sharing knowledge in, Sharing Knowledge in DevDiv
- transformation in, Preface
diminishers
- defined, Be a Multiplier
- diminisher metrics, “Multiplier Metrics” Versus “Diminisher Metrics”-“Multiplier Metrics” Versus “Diminisher Metrics”
- multipliers versus, Be a Multiplier-Be a Multiplier
"disagree and commit" principle, Fight and Unite
Disneyland, Be Mindful of Everyday Language
diversity, Diversity and Inclusion-Diversity and Inclusion
"do less, then obsess" mindset, Do Less, Then Obsess
Doerr, John, Objectives and Key Results
Drive: The Surprising Truth About What Motivates Us (Pink), Autonomy and Mastery
Drucker, Peter, Lead with Questions, Not Answers
Dweck, Carol, Encourage Learning Versus Knowing

E

EBC (Executive Briefing Council), Who Is This Book For?
Edmondson, Amy, The Importance of Acknowledging Mistakes
ego, Break the Script
80/20 rule, Applying the Hack
emotions, in great stories, Emotions
empathy
- for customers, Giving Away Your Expertise
- for enemies, Empathize with Your Enemies-Agents of Change: Volpi Foods
- for teams, Applying the Hack
employee experience, improving, Build Great Products by Improving Both Sides of the Glass-Build Great Products by Improving Both Sides of the Glass
employee feedback, Gathering Employee Feedback
employee moments, measuring, Measure Employee Moments-Measure Employee Moments
enemies, empathizing with, Empathize with Your Enemies-Agents of Change: Volpi Foods
Epstein, David, Finding Match Quality
everyday language, Be Mindful of Everyday Language
Executive Briefing Council (EBC), Who Is This Book For?
experiments, What Is a Customer-Driven Culture?
expertise, giving away your, Giving Away Your Expertise

F

failure, learning and, Celebrate Learning, Not Failure-Team 2: An opportunity to demonstrate a learning and collaborative vision
feedback
- as vital component in demonstrating growth, Measure Employee Moments
- employee, Gathering Employee Feedback
- metrics and customer feedback, Metrics and Customer Feedback-The Cultural Heartbeat
- positivity and, Use Their Energy and Push for Positivity-Redirecting Behavior
feedback tools, Use Their Energy and Push for Positivity
"fight and unite" principle, Fight and Unite, Creating the Space to Learn
Fleming, William, Celebrating the Vital Behaviors
Ford Motor Company, Live Share: An Example of the Customer-Driven Approach
Ford, Henry, Live Share: An Example of the Customer-Driven Approach
foundation for change, building a, Building a Foundation for Change-Zero Distance
- culture room, The Culture Room
- customer-driven culture and, What Is a Customer-Driven Culture?-Live Share: An Example of the Customer-Driven Approach
- diversity and inclusion, Diversity and Inclusion-Diversity and Inclusion
- fight and unite, Fight and Unite
- foundations of transformation, The Foundations of Transformation
- hacking your culture, Hacking Your Culture-Hacking Your Culture
- meeting customers where they are, Meet Your Customers Where They Are
- middle-management issues, Melting the “Frozen Middle”-Melting the “Frozen Middle”
- pursuing purpose, Pursuing Purpose-Pursuing Purpose
- Satya Nadella's first visit to DevDiv, Zero Distance-Zero Distance
- three vital behaviors of culture change, The Three Vital Behaviors of Culture Change-The Three Vital Behaviors of Culture Change
Friedman, Ron, The Importance of Acknowledging Mistakes, The Importance of Belonging Cues
frozen middle, Melting the “Frozen Middle”
fundamental attribution error, Applying the Hack

G

Gandhi, Mahatma, What If I’m Not a Manager or in a Leadership Role?
Geary, James, Using Metaphors to Make Your Ideas Accessible
General Motors (GM), Live Share: An Example of the Customer-Driven Approach
generalists, The Value of a Generalist-The Value of a Generalist
Grant, Adam, Types of Radicals
Grove, Andy, Objectives and Key Results, Measure Employee Moments
growth mindset, Encourage Learning Versus Knowing
Guthrie, Scott, Break the Script

H

hacks (see cultural hacks)
Hammontree, Monty, How This Book Came to Be: A Note from Travis-How This Book Came to Be: A Note from Travis
- culture hacks in DevDiv, Zero Distance
- on gaining influence over others, Be a Multiplier
- vision for DevDiv team, Giving Away Your Expertise
handoffs, Inspiring Others to Action
hashtags, origin of concept, How Language Binds Us Together
Heath, Dan and Chip
- "bright spots", Agents of Change: Monique and Jerry Sternin
- on patterns in great stories, The Patterns of a Great Story
- on powerful moments, Measure Employee Moments
- "scripting the critical moves", Do Less, Then Obsess
- "tripping over the truth", Break the Script
hiring interviews, Rethinking How We Interview New Candidates-Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
Hit Refresh (Nadella), What If I’m Not a Manager or in a Leadership Role?, Zero Distance, Encourage Learning Versus Knowing
HIV, Agents of Change: Dr. Wiwat Rojanapithayakorn-Agents of Change: Dr. Wiwat Rojanapithayakorn
Hogan, Kathleen, Pursuing Purpose
Homans, George, Melting the “Frozen Middle”
HPF (see Hypothesis Progression Framework)
hubris, eliminating, Applying the Hack
Humana, Celebrating the Vital Behaviors-Celebrating the Vital Behaviors
humility, Break the Script
hypotheses
- ideas versus, Creating the Space to Learn
- in customer-driven culture, What Is a Customer-Driven Culture?, Change the Language
Hypothesis Progression Framework (HPF), The Hypothesis Progression Framework-Who Is This Book For?, Use Language to Change the Thinking
- exploring cultural initiatives with, Use the Hypotheses for Exploring Cultural Initiatives-Use the Hypotheses for Exploring Cultural Initiatives
- pragmatic application of, Be Passionately Pragmatic
- script for, Do Less, Then Obsess

I

I Is an Other: The Secret Life of Metaphor and How It Shapes the Way We See the World (Geary), Using Metaphors to Make Your Ideas Accessible
ideas
- communicating with visual metaphors, Don’t Just Tell Them, Show Them-Consider the Medium
- hypotheses versus, Creating the Space to Learn
- metaphors for making ideas accessible, Using Metaphors to Make Your Ideas Accessible
Impact Ladder, The Impact Ladder-The Impact Ladder
inclusion, Diversity and Inclusion-Diversity and Inclusion
Influential Mind, The: What the Brain Reveals About Our Power to Change Others (Sharot), Agents of Change: Monique and Jerry Sternin
Innovator's Method, The (Furr and Dyer), Lead with Questions, Not Answers
Intel, Objectives and Key Results
Intellipedia, Agents of Change: Carmen Medina
interviews
- of new candidates, Rethinking How We Interview New Candidates-Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
- vivid stories and, Vivid Stories Are Directly Proportional to Vivid Interviews-Vivid Stories Are Directly Proportional to Vivid Interviews
invalidated hypotheses, Creating the Space to Learn
iOS, Pursuing Purpose

J

JavaScript, Using Metaphors to Make Your Ideas Accessible
Jobs, Steve, Change the Language
John Deere, Take Advantage of Key Moments-Take Advantage of Key Moments
just-in-time coaching, Just-in-Time Coaching-Just-in-Time Coaching

K

Kelley, Tom, Cross-Pollinators
Kellner-Rodgers, Myron, Measure Employee Moments
Kelly, Lois, Melting the “Frozen Middle”
Kennedy, John F., Pursuing Purpose
key results (see Objectives and Key Results)
knowing culture, difficulty of asking questions in, Lead with Questions, Not Answers
knowing, learning versus, Encourage Learning Versus Knowing-Applying the Hack
- (see also learning, encouraging)
knowledge sharing, Sharing Knowledge in DevDiv
Krout, Kelly, Zero Distance, Measure the Vital Behaviors-Measure the Vital Behaviors

L

language, common, Establish a Common Language-Applying the Hack, Hack #1: Establish a Common Language
- agents of change: Monique and Jerry Sternin, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
- applying the hack, Applying the Hack
- changing actions with, Use Language to Change the Actions
- changing language, Change the Language-Change the Language
- changing thinking with, Use Language to Change the Thinking-Use Language to Change the Thinking
- changing values with, Use Language to Change the Values
- everyday language, Be Mindful of Everyday Language
- how language binds us together, How Language Binds Us Together-How Language Binds Us Together
- language of positivity, Consider a Language of Positivity
- maxims for, Hack #1: Use a Common Language
- using hypotheses for exploring cultural initiatives, Use the Hypotheses for Exploring Cultural Initiatives-Use the Hypotheses for Exploring Cultural Initiatives
latent function, Scripting the Vital Behaviors, Scripting the Vital Behaviors
leaders, building, Build Leaders That Build Your Culture-Applying the Hack, Hack #4: Build Leaders That Build Your Culture
- agent of change: Julia Liuson, Agents of Change: Julia Liuson-Agents of Change: Julia Liuson
- applying the hack, Applying the Hack
- celebrating the vital behaviors, Celebrating the Vital Behaviors-Celebrating the Vital Behaviors
- demonstrating values through belonging cues, Demonstrate Your Values Through Belonging Cues-The Importance of Belonging Cues
- "do less, then obsess" mentality, Do Less, Then Obsess
- maxims for, Hack #4: Build Leaders That Build Your Culture
- model, coach, care framework, Model, Coach, Care
- rethinking candidate interviews, Rethinking How We Interview New Candidates-Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
- scripting the vital behaviors, Scripting the Vital Behaviors-Scripting the Vital Behaviors
- taking advantage of key moments, Take Advantage of Key Moments-An Example of How DevDiv Scripts Belonging Cues
Lean Customer Development (Alvarez), Sharing Knowledge in DevDiv
Lean experimentation methods, Use Language to Change the Actions
Lean methods, Use Language to Change the Thinking
Lean Startup, The (Ries), Find the Quickest Pathways to Learn
learning culture
- building leaders for (see leaders, building)
- customer-driven culture as, What Is a Customer-Driven Culture?
learning resources, Appendix-Hack #6: Make Data Relatable
learning, encouraging, Encourage Learning Versus Knowing-Applying the Hack, Hack #3: Encourage Learning versus Knowing
- agents of change: Margo (oncology nurse), Agents of Change: Margo-Agents of Change: Margo
- applying the hack, Applying the Hack
- breaking the script, Break the Script-Break the Script
- celebrating learning not failure, Celebrate Learning, Not Failure-Team 2: An opportunity to demonstrate a learning and collaborative vision
- creating the space to learn, Creating the Space to Learn-Creating the Space to Learn
- finding quickest pathways to learning, Find the Quickest Pathways to Learn-Find the Quickest Pathways to Learn
- importance of acknowledging mistakes, The Importance of Acknowledging Mistakes
- leading with questions, Lead with Questions, Not Answers-Lead with Questions, Not Answers
- maxims for, Hack #3: Encourage Learning versus Knowing
- multipliers versus diminishers, Be a Multiplier-Be a Multiplier
- teams and, Applying the Hack
- "Yes, And" game, Yes, and…
Liuson, Julia, Use Language to Change the Actions, Agents of Change: Julia Liuson-Agents of Change: Julia Liuson
Live Share, Live Share: An Example of the Customer-Driven Approach-Live Share: An Example of the Customer-Driven Approach

M

Made to Stick: Why Some Ideas Survive and Others Die (Heath and Heath), The Patterns of a Great Story
malnutrition, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
Management and Organization: Relational Alternatives to Individualism, Consider a Language of Positivity
management training, Model, Coach, Care
manifest function, Scripting the Vital Behaviors, Scripting the Vital Behaviors
Margo (oncologist), Agents of Change: Margo-Agents of Change: Margo
match quality, Finding Match Quality
maxims, Useful Maxims-Hack #6: Make Data Relatable
Measure What Matters (Doerr), Objectives and Key Results
measuring change, Measuring Change-Applying the Hack
- applying the hack, Applying the Hack
- "cultural heartbeat", The Cultural Heartbeat-The Cultural Heartbeat
- employee feedback, Gathering Employee Feedback
- employee moments, Measure Employee Moments-Measure Employee Moments
- metrics and customer feedback, Metrics and Customer Feedback-The Cultural Heartbeat
- multiplier metrics versus diminisher metrics, “Multiplier Metrics” Versus “Diminisher Metrics”-“Multiplier Metrics” Versus “Diminisher Metrics”
- objectives and key results, Objectives and Key Results
- vital behaviors, Measure the Vital Behaviors-Measure the Vital Behaviors
Medina, Carmen, Agents of Change: Carmen Medina-Agents of Change: Carmen Medina, Melting the “Frozen Middle”
Melder, Karl, Zero Distance
Messina, Chris, How Language Binds Us Together
metaphors
- for making ideas accessible, Using Metaphors to Make Your Ideas Accessible
- visual, Don’t Just Tell Them, Show Them-Consider the Medium
metrics
- customer feedback and, Metrics and Customer Feedback-The Cultural Heartbeat
- multiplier metrics versus diminisher metrics, “Multiplier Metrics” Versus “Diminisher Metrics”-“Multiplier Metrics” Versus “Diminisher Metrics”
  - (see also measuring change)
Microsoft Access, Agents of Change: Julia Liuson
Microsoft Azure, Break the Script, An Example of How DevDiv Scripts Belonging Cues
Microsoft Teams, Embrace Existing Tools
middle management, opposition to change, Melting the “Frozen Middle”-Melting the “Frozen Middle”
middle-status conformity effect, Melting the “Frozen Middle”
millennials, Pursuing Purpose
Mindset: The New Psychology of Success (Dweck), Encourage Learning Versus Knowing
mirror neurons, The Importance of Belonging Cues
mission statement, Microsoft, Preface, Pursuing Purpose
mistakes
- importance of acknowledging, The Importance of Acknowledging Mistakes
- in learning culture, Creating the Space to Learn
- learning from, Agents of Change: Margo-Agents of Change: Margo
mobile devices, Pursuing Purpose
model, coach, care framework, Model, Coach, Care
moments, employee
- creating, Applying the Hack
- measuring, Measure Employee Moments-Measure Employee Moments
Monarth, Harrison, Inspiring Others to Action
Montgomery, John
- on asking questions, Lead with Questions, Not Answers
- Customer-Driven Workshops, Celebrating the Vital Behaviors
- on hypotheses versus ideas, Creating the Space to Learn
- on improving the NPS, The Cultural Heartbeat
- interviews of new candidates, Rethinking How We Interview New Candidates, Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
- thank-you notes for customer-driven workers, Applying the Hack
"moon speech" (John F. Kennedy), Pursuing Purpose
morals, to stories, Don’t Just Tell Them, Show Them
MS Poll, Use the Hypotheses for Exploring Cultural Initiatives, Gathering Employee Feedback
Multiplier Effect, Be a Multiplier
multipliers
- defined, Be a Multiplier
- multiplier metrics, “Multiplier Metrics” Versus “Diminisher Metrics”-“Multiplier Metrics” Versus “Diminisher Metrics”
- value of, Be a Multiplier-Be a Multiplier
Multipliers: How The Best Leaders Make Everyone Smarter (Wiseman), How This Book Came to Be: A Note from Travis, “Multiplier Metrics” Versus “Diminisher Metrics”
Musk, Elon, Change the Language

N

Nadella, Satya
- appointment as Microsoft CEO, Preface
- call for greater customer empathy/connection, Giving Away Your Expertise
- on cultural change, What If I’m Not a Manager or in a Leadership Role?
- culture room tour, The Culture Room
- on employee experience at Microsoft, Finding Match Quality
- first visit to DevDiv, Zero Distance-Zero Distance
- on human attention, Unexpectedness
- Microsoft's culture when he became CEO, Encourage Learning Versus Knowing
- on path forward for Microsoft, Pursuing Purpose
- standards for new hires, Epiphany 1: Our Interview Questions Didn’t Reflect Our Values
negative feedback, Use Their Energy and Push for Positivity
Net Promoter Score (NPS), About the Developer Division at Microsoft, The Cultural Heartbeat
networks (see bridges, building)
neural coupling, The Power of Story on the Brain
New York, soft drink law in, Autonomy and Mastery
Node.js, Using Metaphors to Make Your Ideas Accessible
NPS (Net Promoter Score), About the Developer Division at Microsoft, The Cultural Heartbeat

O

Objectives and Key Results (OKRs), Objectives and Key Results
Occupy Wall Street, Make Change Digestible
Office of Communicable Disease Control (Thailand), Agents of Change: Dr. Wiwat Rojanapithayakorn
organizational culture (see culture)
Organizational Culture and Leadership (Schein and Schein), Be Mindful of Everyday Language
Originals: How Non-Conformists Move the World (Grant), Types of Radicals
ownership, pride of, Encouraging Pride of Ownership
oxytocin, How Stories Affect Our Brains

P

Pareto Principle, Applying the Hack
Pasetti, Lorenza, Agents of Change: Volpi Foods-Agents of Change: Volpi Foods
passionate pragmatism, Be Passionately Pragmatic-Encouraging Pride of Ownership
perfection, as enemy of "good enough", Meet Teams Where They Are
Perspectives (Microsoft online tool), Use Their Energy and Push for Positivity
Physiology of Taste, The (Anthelme), Measuring Change
Pink, Daniel, Autonomy and Mastery
Portigal, Steve, Vivid Stories Are Directly Proportional to Vivid Interviews
positivity, language of, Consider a Language of Positivity
Power of Moments, The, Take Advantage of Key Moments-Take Advantage of Key Moments
Power of Moments, The: Why Certain Experiences Have Extraordinary Impact (Heath and Heath), Break the Script, Measure Employee Moments
Practice of Management, The (Drucker), Lead with Questions, Not Answers
pragmatism, passionate, Be Passionately Pragmatic-Encouraging Pride of Ownership
presidential election (2016), Agents of Change: Carmen Medina
pride of ownership, Encouraging Pride of Ownership
Priority Zero, The Foundations of Transformation
Project Cirrus, Agents of Change: Julia Liuson
psychological safety, Creating the Space to Learn-Creating the Space to Learn
public health
- HIV prevention in Thailand, Agents of Change: Dr. Wiwat Rojanapithayakorn-Agents of Change: Dr. Wiwat Rojanapithayakorn
- NYC large soft drink ban, Autonomy and Mastery
pulse surveys, Gathering Employee Feedback, Applying the Hack
purpose, pursuing, Pursuing Purpose-Pursuing Purpose

Q

questioning of assumptions, Build Great Products by Improving Both Sides of the Glass
questions, leading with, Lead with Questions, Not Answers-Lead with Questions, Not Answers
Quick Pulse studies, Use Language to Change the Actions

R

radicals, types of, Types of Radicals
Range: Why Generalists Triumph in a Specialized World (Epstein), Finding Match Quality
RCA (Root Cause Analysis), Agents of Change: Margo
Rebels at Work: A Handbook for Leading Change from Within (Kelly and Medina), Melting the “Frozen Middle”
recruitment interviews, Rethinking How We Interview New Candidates-Epiphany 3: The Best Way to See How Someone Works Is to Work with Them
redirecting behavior, Redirecting Behavior
resources, Appendix-Hack #6: Make Data Relatable
Rich, Jessica, The Hypothesis Progression Framework, Zero Distance
Ries, Eric, Use Language to Change the Thinking, Find the Quickest Pathways to Learn
Roam, Dan, Don’t Just Tell Them, Show Them
Rojanapithayakorn, Wiwat, Agents of Change: Dr. Wiwat Rojanapithayakorn-Agents of Change: Dr. Wiwat Rojanapithayakorn
Root Cause Analysis (RCA), Agents of Change: Margo
Rose, Bud, Thorn game, Creating the Space to Learn

S

safety, psychological, Creating the Space to Learn-Creating the Space to Learn
Salva, Ryan, Use the Hypotheses for Exploring Cultural Initiatives-Use the Hypotheses for Exploring Cultural Initiatives
Save the Children, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
Schein, Edgar and Peter, Be Mindful of Everyday Language
7-Eleven, Autonomy and Mastery
Sharot, Tali, Agents of Change: Monique and Jerry Sternin, Vivid Stories Are Directly Proportional to Vivid Interviews
Shumate, Jaclyn, Unexpectedness
Silver, Amanda, Diversity and Inclusion, Agents of Change: Julia Liuson
simplicity, of great stories, Simplicity
soft drink law (New York), Autonomy and Mastery
software, culture's similarities to, Hacking Your Culture
specialists, in growing companies, The Value of a Generalist
SRC Holdings Corporation, Pushing for Transparency
Stack, Jack, Pushing for Transparency
Starbucks, Be Mindful of Everyday Language, Autonomy and Mastery
startups, generalists and, The Value of a Generalist
Sternin, Monique and Jerry, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
Stone, Biz, How Language Binds Us Together
stories, Applying the Hack
- effect on brain, How Stories Affect Our Brains
- patterns of great stories, The Patterns of a Great Story, Hack #6 Make Data Relatable
- power of, The Power of Story on the Brain
- vivid, Vivid Stories Are Directly Proportional to Vivid Interviews-Vivid Stories Are Directly Proportional to Vivid Interviews
- vivid grammar in, Don’t Just Tell Them, Show Them-Don’t Just Tell Them, Show Them
Stream, Unexpectedness
Summer Olympics (2008), Agents of Change: Carmen Medina
Switch: How to Change Things When Change is Hard (Heath and Heath), Agents of Change: Monique and Jerry Sternin, Do Less, Then Obsess

T

Tabak, Joshua, The Three Vital Behaviors of Culture Change
teams, Hack #5: Meet Teams Where They Are
- agents of change: Dr. Wiwat Rojanapithayakorn, Agents of Change: Dr. Wiwat Rojanapithayakorn-Agents of Change: Dr. Wiwat Rojanapithayakorn
- agents of change: Volpi Foods, Agents of Change: Volpi Foods-Agents of Change: Volpi Foods
- applying the hack, Applying the Hack
- autonomy and mastery, Autonomy and Mastery-Autonomy and Mastery
- dealing with middle-management opposition to change, Melting the “Frozen Middle”-Melting the “Frozen Middle”
- embracing existing tools, Embrace Existing Tools-Embrace Existing Tools
- empathizing with your enemies, Empathize with Your Enemies-Agents of Change: Volpi Foods
- encouraging pride of ownership of process, Encouraging Pride of Ownership
- finding quickest pathways to learning, Find the Quickest Pathways to Learn-Find the Quickest Pathways to Learn
- just-in-time coaching, Just-in-Time Coaching-Just-in-Time Coaching
- making change digestible, Make Change Digestible-Types of Radicals
- maxims for, Useful Maxims-Hack #6: Make Data Relatable, Hack #5: Meet Teams Where They Are
- meeting teams where they are, Meet Teams Where They Are-Applying the Hack, Hack #5: Meet Teams Where They Are
- passionate pragmatism and, Be Passionately Pragmatic-Encouraging Pride of Ownership
- redirecting behavior, Redirecting Behavior
- using team's energy to push for positivity, Use Their Energy and Push for Positivity-Redirecting Behavior
tempered radicals, Types of Radicals
Ten Faces of Innovation, The (Kelley), Cross-Pollinators
Thailand
- HIV prevention, Agents of Change: Dr. Wiwat Rojanapithayakorn-Agents of Change: Dr. Wiwat Rojanapithayakorn
- Wild Boars football team rescue, Agents of Change: Rescuing the Wild Boars Football Team-Agents of Change: Rescuing the Wild Boars Football Team
thinking, using language to change, Use Language to Change the Thinking-Use Language to Change the Thinking
threatening language, removing, Creating the Space to Learn
three vital behaviors of culture change, The Three Vital Behaviors of Culture Change-The Three Vital Behaviors of Culture Change, The Three Vital Behaviors
- celebrating, Celebrating the Vital Behaviors-Celebrating the Vital Behaviors
- measuring, Measure the Vital Behaviors-Measure the Vital Behaviors
- scripting, Scripting the Vital Behaviors-Scripting the Vital Behaviors
tools, embracing existing, Embrace Existing Tools-Embrace Existing Tools
transformation, foundations of, The Foundations of Transformation
transparency, Pushing for Transparency
Twitter, How Language Binds Us Together

U

unexpectedness, of great stories, Unexpectedness
US Department of Agriculture (USDA), Agents of Change: Volpi Foods
user research, Giving Away Your Expertise

V

values
- demonstrating through belonging cues, Demonstrate Your Values Through Belonging Cues-The Importance of Belonging Cues
- language as reflection of, Use Language to Change the Values, Hack #1: Establish a Common Language
- measurement decisions as reflection of, Measuring Change
  - (see also culture/cultural entries)
- MS Poll and, Gathering Employee Feedback
Vietnam, Agents of Change: Monique and Jerry Sternin-Agents of Change: Monique and Jerry Sternin
Viravaidya, Mechai, Agents of Change: Dr. Wiwat Rojanapithayakorn
visual metaphors, Don’t Just Tell Them, Show Them-Consider the Medium
Visual Studio, How This Book Came to Be: A Note from Travis, Preface, About the Developer Division at Microsoft, Zero Distance, Agents of Change: Carmen Medina
Visual Studio Code, About the Developer Division at Microsoft, Applying the Hack
vital behaviors (see three vital behaviors of culture change)
vivid grammar, Don’t Just Tell Them, Show Them-Don’t Just Tell Them, Show Them
voice of the customer, Who Owns the Voice of the Customer?
Volanthen, John, Agents of Change: Rescuing the Wild Boars Football Team
Volpi Foods, Agents of Change: Volpi Foods-Agents of Change: Volpi Foods
Volpi, John, Agents of Change: Volpi Foods
Voltaire, Meet Teams Where They Are

W

Wang, Tricia, Who Owns the Voice of the Customer?
Wheatley, Margaret J., Measure Employee Moments
Whorf, Benjamin, Establish a Common Language
Wild Boars football team, Agents of Change: Rescuing the Wild Boars Football Team-Agents of Change: Rescuing the Wild Boars Football Team
Windows 8, Pursuing Purpose
Windows Developer Show, How This Book Came to Be: A Note from Travis
Wiseman, Liz, How This Book Came to Be: A Note from Travis, Be a Multiplier-Be a Multiplier, “Multiplier Metrics” Versus “Diminisher Metrics”
workforce diversity and inclusion, Diversity and Inclusion-Diversity and Inclusion
workshops (see Customer-Driven Workshops)
World Trade Center attacks (September 11, 2001), Agents of Change: Carmen Medina

X

Xuan, Wang, Agents of Change: Julia Liuson

Y

"Yes, And" game, Yes, and…

Z

Zuccotti Park, Make Change Digestible

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The Customer-Driven Culture: A Microsoft Story

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