1.5 - About University

S ECTION 11: TOOLS FOR L EADING M EETINGS➠ 11.1 Process Cycle: Planning Effective Meetings and Events 336➠ 11.2 Meetings: Purpose and Function in Workgroupsand Teams 339➠ 11.3 Meeting Checklist: From Planning to Follow-Up 342➠ 11.4 Meeting Roles 347➠ 11.5 The Chairperson’s Role: Duties and Accountabilities 350➠ 11.6 The Meeting Agenda: Why, What, and How 353➠ 11.7 The Chairperson’s Opening Remarks 356➠ 11.8 The Meeting Minutes: Why, What, and How 359S ECTION 12: TOOLS FOR L EADING R ELATIONSHIPS➠ 12.1 The Relationship Bank: Maintaining WorkingRelationships 363➠ 12.2 Building Trust into Working Relationships 366➠ 12.3 Triangulation: The Surest Way to Damagea Relationship 369➠ 12.4 Giving and Receiving Feedback: The Dos and Don’ts 372➠ 12.5 Preparing Yourself to Give Negative Feedback 375➠ 12.6 The 5Cs: Escalating Confrontation Judiciously 378➠ 12.7 Conflict: Five Levels for Dealing with Conflict 381➠ 12.8 Dealing with Difficult People: A Timeless LeadershipChallenge 384➠ 12.9 The Essentials of Customer Service 387S ECTION 13: TOOLS FOR L EADING P ERFORMANCE➠ 13.1 Coaching and Supporting the Success of Others 391➠ 13.2 Coaching High-Performers: An Overlooked Element of Success 395➠ 13.3 Accountability Agreements: Defining Accountability withinOrganizations 399➠ 13.4 Management by Objectives 402➠ 13.5 Urgency and Importance: The Essential Elements ofManaging Your Time 406➠ 13.6 Attribution Theory: Assessing Performanceand Behavior 409➠ 13.7 Documenting Employee Performance and Behavior 412➠ 13.8 Job Competencies: Measuring and PredictingPerformance 415C ONTENTS IN B RIEFix