1.5 - About University

Quality, tools for ensuring, 199-230 (seealso Problem solving)total quality leadership overview, 223-226Rackham, Neil, 288-289RAIR logic, 89-91RASCI planning chart, 332-334Readiness for change, assessing, 145-146Recommendations, gaining acceptance for,284-286Recorder of meeting, role of, 348, 357Recursive leadership, 25-28Reengineering of business process, 108-111Reframing, 200-203Reich, Robert, 418Relationships, leading, tools for, 362-389conflict, five levels for dealing with,381-383confrontation, escalating judiciously,378-380customer service, essentials of, 387-389difficult people, dealing with, 384-386feedback, do’s and don’ts of, 372-374negative feedback, preparing yourself togive, 375-377triangulation, 369-371trust, building into working relationships,366-368self-assessment of leader, 367-368working relationships, maintaining,363-365Resistance, surfacing and dealing with,163-165“Two good-faith responses” technique,163-164Results-Based Leadership, 21ROI, measuring, 434Role versatility, 264-266Scholtes, Peter, 40, 100, 154, 223Self, caring for, 450-475 (see also Caring)Self-awareness, 471Selling Wheel, 284-286Selye, Hans, 472Senge, Peter, 39, 42, 105, 462-463Seriousness, 2197S model, 45-47 (see also Tools)Sherman, Stafford, 117Sigmoid curve, 73-75Silence, role of, 251Single-loop learning, 431-433Situational leadership model, 267-270Skills of effective leaders, 8-10Skills of meeting leaders, assessing, 345Small wins approach to change, 147-148Smallwood, Norm, 21-22, 69SMART model for goal statement, 63Smith, Douglas, 299-300, 306Socratic method, 251Specialists, advice from, 132-134Spencer, Lyle, 455The SPIN ® Selling Fieldbook, 288-289SPIRO model for goal statement, 63Stack, Jack, 121-123Stakeholder groups, 156-159Statistical Quality Control (SQC), 223Sticklers, dealing with, 385-386Stott, Randy, 69Strategic alliances, 92-95Strategic relationships, 86-8880-20 rule, 86Strategic resourcing, 82-84model worksheet, 85Strategic thinking, tools for, 68-99business-unit strategy, fundamentals of,79-81joint ventures and strategic alliances,92-95by leader as strategist, 69-72marketing professional services group,96-99RAIR logic, 89-91sigmoid curve, 73-75strategic relationships, 86-8880-20 rule, 86strategic resourcing, 82-84model worksheet, 85SWOT, 76-78Strategies for delegating work, 271-273Stress factor, managing, 472-475Success, measuring, 65-67Success of others, supporting, 391-394Successful leaders, habits and practices of,15-17, 21character ethic, 15personality ethic, 15Support networks, 294-296Surveying employees, 135-138SWOT, 76-78Systems compatibility, building intochange plans, 153-155Systems thinking for managers, 40-44Teaching job, 441-443Team meetings: (see also Meetings)purpose and function, 339-341Teams and groups, tools for leading, 291-334commitment and teamwork, developing,308-310decisions and plans, helping group tomake, 326-328disturbances, dealing with, 311-313ground rules, 320-322high-performing, 298-300leadership skills of group, assessing,314-316participation, encouraging, 317-319priority setting, 329-331RASCI as planning tool, 332-334team competencies, 305-307team IQ, improving, 301-304questionnaire, 302-303visibility of information, 323-325Thinking hats, 186-188Thurow, Lester, 189Tichy, Noel, 117Time management, 406-408Timekeeper of meeting, role of, 348Toastmasters International Club, 281Tracey, Michael, 70Tregoe, Benjamin, 208, 216, 220-221Triage, 179-181Triangulation, 369-371Trust, building into working relationships,366-368“Two good-faith responses” technique,163-164Ulrich, David, 21-22The Ultimate Book of Business Gurus, 25Unanimity, 326Understanding, four levels of, 232Urgency Addiction, 406Values and leadership, 55-58Verbal dealing with complexity, 179-182 (seealso Critical thinking)Visibility of information, importance of,323-325Visioning and vision statements, 51-54Voting, 326Walker, David M., 419Waterman, Robert, 45-46Weinburg, Stephen, 29Weisbord, Marvin, 29, 127Welch, Jack, 117Why, people’s desire to know, 59Wiersma, Fred, 70Wilkins, Alan, 117, 366Win–win approach to negotiation, 277-280The Wisdom of Teams, 299Workgroups, involving in job design,126-128World Association of Girl Guides and GirlScouts, value statement of, 56Writing clear goal statements, 62-64ACORN model, 63SMART model, 63SPIRO model, 63Zenger, Jack, 21-22INDEX 479