Page 223 - Becoming a Successful Manager
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214 Index
Culture, 4 Job announcements, 142
attitudes, 64–68
problem-solving, 69–86 Kennedy, John F., 31
toxic, 70 Knowledge, 39
Customer satisfaction, 30
Labeling, 118
Defensiveness, 79, 117–18 Leadership
Delegation, 31, 136, 159–70 by example, 19–20
coaching and, 166–67 Listening, 87–102
discovery lesson, 169 communication bridge, 91–92
minimizing risks, 163–65 discovery lesson, 90–91
scenario, 160–62 versus hearing, 88
Departments for intention, 88–90
culture, 64–68 for tone, 88–90
foundations of, 53–55, 135–37
mission statement, 18–19 Management
productive meetings, 136 defi nition, 24
Dialogue, 153–54 Manager. See also Counseling role;
Discipline, 7 Master gardening role; Teaching role
Dissonance, 192–93 as coach, 166–67
Distrust, 118–19 defi nition, 3–13
expectations of, 48–50, 203–5
E-mail, 34, 40, 50–51, 171–72 job description, 2, 203–5
Exemplars, 168–69 professional vs. nonprofessional, 5–8
Expectations, 48–49 rating, 39
meetings, 189–90 responsibilities, 15–16, 203–5
Eye contact, 112 Manager’s journal, 9
Master gardening role, 12, 16–18, 41
Feedback, 29, 38 discovery lesson, 125
Feelings, 40–41, 45 eliminating “weeds,” 117–25
performance review, 152
Gardening role. See Master gardening role Meetings, 42, 171–84
Generation X, 25–29 agenda, 178–79
Generation Y, 25–29 communication vehicle, 172
Generations of workers, 24–29 conducting, 180
communication process, 32–33 defi nition, 171
Global resources, 24 departmental, 42
Goals, 30 discovery lessons, 181–84
effi ciency, 180
Harassment, 136–37, 195–202 expectations, 189–90
defi ning, 195–97 follow-up, 181
discovery lesson, 201–2 interactivity, 179
jokes, 196 measuring success, 172–73
managerial guidelines, 197–200 personal, 42
unwelcome contact, 196–97 questions, 43–45
Hiring practices, 123–24, 139–48 planning, 173
announcing job, 142 preparing, 175–76
costs of bad hires, 140 purpose, 171–72, 173–75
defi ning jobs, 140 resistance, 29
discovery lesson, 141, 148 scheduling, 176–77
interviewing, 143–48 Mensch, 8–9
screening applicants, 142–43 defi nition, 8
“value-adding” people, 135 traits, 8–9
verifi cation, 143 Messages, 32–33
discovery lesson, 92–97, 101–2
Image, 6 hidden, 92–97
Impatience, 120–21 nonverbal, 97–101
Innovation, 24 packaging vs. content, 32
“outside the box,” 31 Mission statement, 18–19
Interviewing, 143–48 manager’s, 123
