The Leadership Star

INDEX

• accountability 50, 52, 53, 70, 72, 76, 152, 176, 185, 214
• acknowledging humanity of staff 7–9
• AID model for feedback 18
• Airbnb memo 170
• Angela's roadblock story 139–140
• assessment, tools for 15–16; see also performance assessment/review
• authenticity 36, 141, 143, 144, 168, 169, 180, 181, 182, 184, 189, 190, 199, 201, 202, 203, 210, 212
• authority 550, 53, 76, 90, 98–99, 103, 151, 185

• bank branch visit story 87–88
• barriers see also Clear the Way
  • — cultural 100
  • — customers, talking to 87
  • — emotional 100–101
  • — financial 97–99
  • — front‐line staff, talking to 87–88
  • — identifying 85–87, 89, 209
  • — intellectual 99
  • — invisible 99–104
  • — looking for 86–89
  • — political 101–104
  • — physical 95–97
  • — questions, asking stupid 88–89
  • — third parties, talking to 88

• behaviour(s) 102–103; see also engagement during crisis; expectations
  • — assessment of 72–74
  • — breaching standards 76
  • — Clarity and 66–71
  • — code of conduct 67
  • — culture and 66–67
  • — defining 69–71
  • — feedback 66–71
  • — leader character and 210–211
  • — outcomes and 200
  • — values and 67–69

• BHAGS see goals: stretch
• Boyles, Tom 157–158
• brands, most valuable 141–142
• bricklayers story 27–28, 164, 200
• bullying 24, 67, 100, 133, 146

• Campbell, Rebekah 13
• Care 3–25, 200, 202, 206–207; see also feedback; individuals
  • — abilities and aspirations, individual 14–16
  • — advice 18–19
  • — AID model for feedback 18
  • — benefits for leader 23
  • — Bill Clinton story 7–8
  • — empathy and compassion 206–207
  • — demonstrating 9–11, 70–71
  • — development focus ...