accountability 6, 28

attitude 38, 39, 40, 43, 45, 47–8

back protecting 52

‘Beware the busy manager’ 52

body language 16, 46

boredom 2, 40, 45

boundary spanning 18

BRMs (business relationship managers) 11–12

Bruch, H. 52

bullying 45

capability 38, 39, 40, 43, 48

changing job roles 44, 45

circle of concern 12–13

circle of influence 12–13, 46

coaching 32–3, 38, 43, 44, 45, 46

common interests 20

conference organisers/speakers 18

counselling 38, 44, 45

Covey, Stephen R. 12–13

customer communities 18

DBAs (database analysts) 39

delegation

barriers to 27, 28

dealing with poor performance 41

establishing understanding 28

failure to delegate 26

growing people 29

importance of 24–5

key questions 33–4

letting go 24, 26

mini exercises 34–5

modes of intervention 30–3

practical advice 29–33

responsibility and accountability 28, 31, 33

demotivation 26, 28, 32, 40

DevOps 13

diagramming exercises 22–3

diary audits 57

Direct (mode of intervention) 30, 31

disengaged managers 52

distracted managers 52

dos and don’ts of team leadership 5–6

‘dumping’ 26

emails 16, 25, 54, 55

emotional engagement 16

empathy 20

Empower (mode of intervention) 30, 32–3

energy 12–13, 24–5, 32, 49, 50, 51, 52–4, 55–6

enquiries 20–1

establishing understanding 28

Excite (mode of intervention) 30, 32

Facebook 11

face-to-face interaction 11, 16

fallen angels 39, 40, 41, 45, 48

feedback 6, 21, 31, 32, 43, 46

fire-fighting 36, 52

focus 12–13, 15, 17, 49, 50, 51–3, 54, 55–6, 57

FOMO (fear of missing out) 25

frustration 2, 27, 40

Ghoshal, S. 52

growing people 29

Guide (mode of intervention) 30, 31–2

Hallowell, Edward M. 16

helping a team member 3

hierarchy of needs 50–1

HR (human resources) department 44

human moments 11–12

‘humble Leadership’ 2

humility 2, 20, 29

intellectual engagement 16, 21

job enrichment 45

journalists 18

keeping promises 15

key players 17–18

key questions 7, 22, 33–4, 47, 57

kinetic energy 25

lack of a shared/compelling vision 2

lack of teamwork 2

lack of urgency 2

letting go 24, 26

LinkedIn 11

listening 1, 8, 19, 20, 21, 23, 42, 46

long-term degradation in performance 43–6

losing control 27

meaningful questions 19

mediator role 4

mentoring 43, 44, 45

micro-managing 5, 26, 41

mini exercises 8, 22–3, 34–5, 48, 57

modes of intervention 30–3

modesty 20

motivation 1, 2, 38, 40, 43, 44, 47

networking 11, 14–16, 17–19, 21

‘offloading’ 26

open electronic diaries 55

organisational access 3–4

organisational influence, increasing

circle of concern 12–13

importance of 10–11

inner circle of influence 12–13

keeping promises 15

key questions 22

mini exercises 22–3

networking 11, 14–16, 17–19, 21

practical advice 17–21

trust 10–11, 12, 13–15, 17, 20, 21, 22–3

organisational responsibility 28

performance management 36, 47

personal audits 34

‘personal brand’ 3

personal development 46

physical presence 16

playing to strengths 39

poor communication 2

poor performance, dealing with

attitude 38, 39, 40, 43, 45, 47–8

capability 38, 39, 40, 43, 48

fallen angels 39, 40, 41, 45, 48

importance of 36–7

key questions 47

long-term degradation in performance 43–6

mini exercises 48

practical advice 41–7

problem children 38–9, 43–4

rising stars 39–40, 44, 48

role models 39, 40, 41, 45–6

stroking 37

potential energy 24–5

practical barriers (to delegation) 27, 28

praise 20, 37

problem children 38–9, 43–4

procrastinators 52

psychological barriers (to delegation) 27, 28

purposeful managers 52–7

quick win 5

relationship maps 22–3

relationship-building exercise 5

respect 1, 2, 7, 10, 20, 41

responsibility 5, 28, 31, 33, 45

rewarding achievements 40, 45, 46

rework 36

rising stars 39–40, 44, 48

role models 39, 40, 41, 45–6

sense of humour 20

Skype 16

small talk 15, 16, 18

social networking 11

speaking well of others 19

specialist groups 18

stress 4, 24, 26, 27, 55

stroking 37

taking an interest in others 19

The 7 Habits of Highly Effective People 12–13

‘The Human Moment at Work’ 16

time bandits 57

training 6, 31, 33, 39, 41, 43, 44

trust

delegation 32, 34

increasing organisational influence 10–11, 12, 13–15, 17, 20, 21, 22–3

value of leadership role 2–3, 6, 7

under-acknowledged staff 18–19

urgency, sense of

energy 49, 50, 51, 52, 53–4, 55–6

focus 49, 50, 51–3, 54, 55–6, 57

importance of 49–50

key questions 57

mini exercises 57

practical advice 54–6

purposeful managers 52–7

reframing problems 50–1

value of leadership role

developing professional leadership persona 6–7

dos and don’ts of team leadership 5–6

helping a team member 3

importance of 1–2

key questions 7

mini exercises 8

organisational access 3–4

practical advice 4–6

respect of team members 1, 2

trust 2–3, 6, 7

video-conferencing 16