The Busy Leader's Handbook

Index

• Accessibility, 22
• Accountability
  • for behavior, 176, 178
  • and blame, 119
  • and clarity, 70
  • for following rules, 71
  • for goals, 174
  • in mentoring, 139
  • for ongoing improvements, 56
  • as workplace value, 27, 28
• 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
  • from employees, 95–96, 205
  • in standardizing practices, 163
• 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
  • in creating positive culture, 90
  • for engaging employees, 107–109
• Bezos, Jeff, 225
• BHAGs (Big Hairy Audacious Goals), 172, 173 ...