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INDEX

A note about the index: The pages referenced in this index refer to the page numbers in the print edition. Clicking on a page number will take you to the ebook location that corresponds to the beginning of that page in the print edition. For a comprehensive list of locations of any word or phrase, use your reading system’s search function.

Page numbers in italics refer to illustrations.

accountability, 1, 69
accountability meetings, 2, 19, 63–65, 69, 95, 99, 161, 176
action plans, 173–81. See also feedback, action plans in
adapting to change, 111, 127–33, 127, 128, 136–37
agendas, 32, 40, 64
Allworth, James, 125
Amen, Daniel, 151
appreciation, 70, 74, 81, 85, 98, 103, 104, 119, 130, 164
assessing paradigms, 11–12, 16, 22–23, 168–69

behavior change:
- paradigm shifts in, 144–45
- redirecting negative behavior in, 86–95
- reinforcing good behavior in, 80–85
- see-do-get cycle and, 13–17
biases, 11, 22
“big rocks and gravel” metaphor, 159, 162, 169
“Black Diamond” paradigm, 13–14
blind spots, 78, 80, 88
burnout, 36, 60, 144–45, 146, 164, 169

camaraderie, 134
- remote workers and, 26
career development, 5, 7, 22, 50, 84, 171–72
- transitions in, vii–viii, 2–3, 4, 6, 16
change, managing of:. See also FranklinCovey Change Model
- adapting to change in, 111, 127–33, 127, 128, 136–37
- communication in, 117, 121, 123–24, 131, 138–40
- deliberate vs. emergent strategies in, 125
- disruption in, 112–13, 116, 120, 122–26, 122
- emotional responses in, 111, 112, 116, 122, 123, 130
- implementation in, 43, 109–10, 113, 116, 117, 118, 125
- layoffs in, 111, 114–15, 118, 119, 127
- leader’s mindset in, 17
- learning from mistakes in, 18–19, 70, 130–31, 134
- practice toolset for, 137–41
- preparation in, 112, 115, 116–21
- seeking feedback in, 100–102, 133–35, 133, 175
- technology in, 127, 129, 132
- Todd on, 109–10, 116, 118, 119, 130, 135
- tolerance for change in, 19, 112, 116, 178
- “us vs them” mentality in, 116–17, 119
- Victoria on, 114–15, 120, 121, 127
“change evangelists,” 132
“change or die” adage, 125
Charan, Ram, 3
Christensen, Clayton, vii, 125
coaching, 3, 6, 16, 19, 42, 67, 131
- during 1-on-1s, 29, 30, 31, 37–40, 44, 45
- feedback and, 79, 93, 96
- of former peers, 40
- time management and, 163–69
- Todd on, 37–38
- Victoria on, 38–39, 40
coaching questions, 26, 29, 39–41, 45, 49–51, 84, 124, 131, 175
collaboration, remote workers and, 26
Collins, Jim, 135
commitments, 38, 44–45, 157. See also accountability meetings
connection, as energy driver, 25–26, 29, 148, 150, 153–54, 155, 167–68
courage vs. consideration, in giving feedback, 78–79, 177
Covey, Stephen R., viii, 14, 44, 56, 78, 159
credibility, 3, 7, 58, 72, 132

data tracking, 62, 126, 176, 178
Davis, Todd, 7, 157, 171–72
- on assessing paradigms, 12, 16
- on change management, 109–10, 116, 118, 119, 130, 135
- on coaching, 37–38
- on Empathic Listening, 31
- on energy management, 152, 165–66, 167, 168–69
- on giving feedback, 82, 85, 87, 90, 91–92, 93, 94
- on mindset shifts, 19–20
- on 1-on-1s, 25–26, 30–32
- on receiving feedback, 101
- on team leadership, 20, 58–59, 69
- on time management, 164, 165–66, 167, 168–69
- on video conferencing, 35
delegation, viii, 45, 54–55, 65–71, 95, 162, 169, 176
Dillon, Karen, 125
Discover Your Sales Strengths (Gallup), 16
disruption, managing of, 112–13, 116, 120, 122–26, 122, 126

emotional responses, to change, 111, 112, 116, 122, 123, 130
Empathic Listening:. See also listening
- leader’s mindset in, 171
- managing disruption in, 125
- 1-on-1s and, 26, 29, 37, 41–44, 175
- receiving feedback in, 103
- Todd on, 31
- Victoria on, 42, 43–44
employee engagement, vii
- assessments of, 28, 49–51
- levels of, 26–27, 54, 55, 66, 80, 167, 175
- lifting of, with 1-on-1s, 17, 26–30, 33, 44, 175
- priority setting in, 55, 176
- remote workers and, 26
- Victoria on, 28
- video conferencing in, 35
energy drivers:
- exercise, 148, 150, 154, 162
- nutrition, 148, 150, 155
- relaxation, 148, 149, 152–53
- sleep, 148, 149, 151
- social connection, 25–26, 29, 148, 150, 153–54, 155, 167–68
energy management:
- creating positive energy and, 132, 166–67
- energy audit in, 149–50, 157, 179
- energy drainers in, 28, 147, 157
- energy drivers in, 146–57
- energy levels in, 33, 147, 148, 163–64; see also When: The Scientific Secrets of Perfect Timing (Pink)
- leader’s mindset in, 17, 143
- seasons of imbalance in, 155–56
- Todd on, 152, 165–66, 167, 168–69
- work-life balance in, 146–48; See also burnout
exercise, 148, 150, 154, 162

feedback, 77–106
- action plans in, 91, 95, 99, 105–6, 177
- blind spots in, 78, 80, 88
- coaching and, 79, 93, 96
- courage vs. consideration in, 78–79, 177
- leader’s mindset in, 17, 19, 78
- making decisions about, 87–91
- motivation in, 84, 88
- practice toolset for, 105–6
- preparation for, 90–94
- providing support in, 99
- redirecting negative behavior in, 86–95
- reinforcing good behavior with, 80–85
- responses to, 77, 84, 85, 96–98
- soliciting of, 100–104, 133–35, 133, 175
- Todd on, 82, 85, 87, 90, 91–92, 93, 94, 101
- using email for, 87
- Victoria on, 79, 82–83, 88, 91, 95, 100–101
first–level leaders, 3–4, 19, 109–10, 116, 171, 173
First Things First (Merrill et al.), 155
5 Choices, The: The Path to Extraordinary Productivity (Merrill et al.), 148
focus:
- prioritizing of, 26, 31, 39, 56–60, 64, 65, 88–89, 129, 158, 168–69
- on team members vs. team leader, 4, 7, 38, 43–44, 113
4 Disciplines of Execution, The (McChesney), 61
FranklinCovey, viii, 1, 2, 7, 8, 13, 26, 71–73, 157
FranklinCovey Change Model, 111, 112. See also change, managing of
- zone of adoption, 113, 127–33, 127, 128
- zone of better performance, 113, 133–35
- zone of disruption, 112–13, 122–26, 122
- zone of status quo, 112, 115, 116–21

Get Better: 15 Proven Practices to Build Effective Relationships at Work (Davis), 7, 19, 157
“getting to know your team” tool, 22–23, 174
goal setting, viii, 58–65, 71, 74, 134, 176
Godin, Seth, 111
Goldsmith, Marshall, 16
Good to Great (Collins), 135
growth mindset, 55, 57. See also Get Better: 15 Proven Practices to Build Effective Relationships at Work (Davis)

Harvard Business Review, 4
Heaphy, Emily, 82
How Will You Measure Your Life? (Christensen et al.), vii, 125

implementing change, 43, 113, 117, 118, 125
individual contributor skills, 16, 17, 18, 19, 20, 86, 103
influence, 3, 38, 58, 65, 95, 109, 110, 116, 145, 164
information:
- digitization of, 3
- sharing of, 55, 112, 114, 123, 124 See also feedback
interrupting, listening vs., 41–42

Jhana, vii–viii

layoffs, 111, 114–15, 118, 119, 127
leaders:. See also team leadership
- first–level, 3–4, 19, 109–10, 116, 171, 173
leader’s mindset:
- assessing paradigms and, 11–12, 16, 22–23, 168–69
- change management in, 17
- Empathic Listening in, 171
- energy management in, 17, 143
- in giving feedback, 17, 78
- mindset shifts in, 17–20, 80, 174
- 1-on-1s in, 17
- practice toolset for, 21–23, 174
- see-do-get cycle and, 13–17
- teams and, See team leadership
- time management in, 17
learning from mistakes, 18–19, 70, 130–31, 134
Lee, Blaine, 68
Lincoln, Abraham, 22
listening:. See also Empathic Listening
- interrupting vs., 41–42
- techniques for, 41–42
long-term planning, 22, 53, 57, 84, 144, 148, 155, 162
Losada, Marcial, 82

managers:. See also first-level leaders; team leadership
- experienced, ix, 6
- new, viii, ix, 67, 116
managing disruption, 112–13, 116, 120, 122–26, 122, 126
McChesney, Chris, 61
meeting preparation:. See also one-on-one meetings (1-on-1s)
- avoiding overcommitment in, 36
- following through in, 31
- 1-on-1 planners in, 32–33, 46–48, 175
- purpose of meetings and, 33; See also employee engagement
- scheduling in, 30, 33
- Todd on, 30–31, 32, 35
- Victoria on, 32–33
- video conferencing in, 35
mentoring, See coaching
Merrill, Roger, 148, 155
Michaels, Jillian, 156
micromanagement, 53–56, 57, 66. See also delegation
- Victoria on, 15
mindsets:. See also leader’s mindset
- biases in, 11, 22
- common vs. effective, 17, 18, 20, 29, 54, 79, 111, 143
- conscious vs. unconscious, 11
- growth, 55, 57
- shifts in, 17–20, 80, 174
motivation, 1, 27, 56, 84
- delegating in, 66
- disruption in, 122
- feedback in, 84, 88
- scoreboards in, 61–62

Now, Discover Your Strengths (Gallup), 15
nutrition, 148, 150, 155

one-on-one meetings (1-on-1s):
- breaking out of, 51
- coaching in, 29, 30, 31, 37–40, 44
- continuity between, 51
- creating commitments in, 44–45
- empathic listening in, 26, 29, 37, 41–44, 175
- employee engagement in, 17, 26–30, 33, 44, 175
- honoring commitments in, 38, 157
- leader’s mindset in, 17
- practice toolset for, 46–52, 175
- preparation for, 30–37; See also meeting preparation
- remote workers in, 25–26, 34, 35
- scheduling time for, 147–48
- silence in, 42
- Todd on, 25–26, 30–31, 35
- Victoria on, 32–33, 34
one-on-one planners, 46–48
open-ended questions, 26, 29, 39–41, 45, 49–51, 84, 124, 131, 175
organizational priorities, 58–65

paradigms:
- assessment of, 11–12, 16, 22–23, 168–69
- “Black Diamond,” 13–14
- shifts of, 20, 37, 115, 145, 154, 171–72
perspective, 37, 43, 44, 120, 132
Pink, Daniel, 33, 147, 165
Power Principle, The (Lee), 68
practice toolsets:
- for change management, 137–41
- for giving feedback, 105–6
- for leader’s mindset, 21–23, 174
- for 1-on-1s, 46–52, 175
- for time management, 170, 179
praise, 83–85, 97
prejudices, 11, 22
priority setting:
- employee engagement in, 55, 176
- organizational priorities and, 58–65
- time management in, 157–63
- weekly schedules in, 160, 161
problem solving, 29, 31, 37, 39, 41, 44, 50
productivity, 1, 27, 80, 122, 163, 167
promotions, 15, 16, 18, 37, 120

questions, open-ended, 26, 29, 39–41, 45, 49–51, 84, 124, 131, 175

relaxation, 148, 149, 152–53
remote workers, 25–26, 34, 35, 85, 117
Roos Olsson, Victoria, 7–8, 172
- on change management, 114–15, 120, 121, 127
- on coaching, 38–39, 40
- on empathic listening, 42, 43–44
- on employee engagement, 28
- on giving feedback, 79, 82–83, 88, 91, 95
- on leaving old job behind, 18
- on micromanagement, 15
- on 1-on-1s, 32–33, 34
- on receiving feedback, 100–101
- on team leadership, 53, 56, 57–58, 61, 63

sales scoreboards, 16, 61–63, 129, 176, 178
see-do-get cycle, 13–17
self-awareness, 80, 132
self-esteem, 1–2, 78
Senge, Peter, 109
7 Habits of Highly Effective People, The (Covey), viii, 71, 159
silence, in 1-on-1s, 42
sleep, 148, 149, 151
social connection, 25–26, 29, 148, 150, 153–54, 155, 167–68. See also remote workers
strategic thinking:
- deliberate vs. emergent strategies in, 125
- long-term planning in, 22, 53, 57, 84, 144, 148, 155, 162
- systems improvement in, 56–57, 121
stretch goals, 61, 176
successes, celebration of, 71–74, 176

Tannen, Deborah, 41
team leadership:
- accountability meetings in, 19, 63–65, 69, 161, 176
- aligning goals in, 58–65, 71, 74, 134, 176
- in celebrating successes, 71–74, 176
- effective delegation in, 45, 54–55, 65–71, 95, 162, 169, 176
- improving systems in, 56–57
- leader’s mindset and, 17
- micromanagement in, 15, 53–56, 57, 66
- six critical practices for, 5–6, 17; see also specific practices
- stretch goals and, 61, 176
- Todd on, 20, 58–59, 69
- tracking progress in, 62, 176, 178
- Victoria on, 53, 56, 57–58, 61, 63
technological change, 127, 129, 132, 144
time management:
- “big rocks and gravel” metaphor for, 159, 162, 169
- challenging paradigms of, 145, 168–69
- connecting with others in, 25–26, 29, 148, 150, 153–54, 155, 167–68
- leader’s mindset in, 17
- practice toolset for, 170, 179
- role modeling in, 165–66
- scheduling 1-on-1s in, 147–48
- scheduling priorities in, 157–63
- Todd on, 164, 165–66, 167, 168–69
- traditional vs. effective schedules for, 160, 161
Todd, See Davis, Todd
transitions, viii, 2–3, 4, 6, 16
trust, 18, 131
- building a reservoir of, 80, 89
- in building up a team member, 91, 92
- of campaign manager, 65
- in conversations about change, 133
- in holding regular 1-on-1s, 19
- in new manager, 15, 36, 54, 55
- in requesting feedback, 102, 104
- in risk-takers, 70
“us vs. them” mentality, 116–17, 119

Victoria, See Roos Olsson, Victoria
video conferencing, 35, 38, 117
- Todd on, 35

What Got You Here Won’t Get You There (Goldsmith), 16
When: The Scientific Secrets of Perfect Timing (Pink), 33, 147
Wiseman, Liz, 171
work culture, 28, 36, 100, 113, 131, 157, 161–62
work-life balance, 60, 146–47, 161, 163–65, 179. See also time management
work relationships, 19–20. See also Get Better: 15 Proven Practices to Build Effective Relationships at Work (Davis)
work stress:. See also burnout
- coping with, 149–50, 152, 153, 155
- managers and, 38, 44, 86
- “pinball syndrome” in, 157
- workers and, 89, 112, 114

Zone of Adoption, 113, 127–33, 127, 128
Zone of Better Performance, 113, 133–35
Zone of Disruption, 112–13, 122–26, 122
Zone of Status Quo, 112, 115, 116–21

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Everyone Deserves a Great Manager