Index

A

Absenteeism, 66, 153

Across-the-board reprimands, 59

Action plan, 23

Advice, 34, 134

Allies, 134, 135

Apology, 89, 142

Appreciation, 70, 99, 136, 174

B

Backstabber, 114

Behavior

Abusive, 87, 91, 171

Aggressive, 125

Changing, 28, 76

Defiant, 16

Insubordinate, 91

Manipulative, 154

Racist, 101

Resistant, 37, 64

Rude, 122, 124, 146, 166

Sexual harassment, 100

Uncooperative, 115

Violent, 42

Boston Tea Party, 19

Build the Life You Want, 74

Bullies, 43, 92, 112, 135

Business trips, 141

C

Cell phones, 118

Chain of command, 90, 142

Children, 47

Clean breaks, 54

Clutter, 102

“Coffee with the Boss,” 87

Communication, 57, 130, 151, 152, 156

Complaints, 55, 117, 140, 150

Computer use, 85

Confidants, 144

Conflicts, 19

Conquer Your Critical Inner Voice, 57

Contreras, Colleen, 74

Controversial topics, 179

Conversations, difficult 30, 31, 48, 105, 108, 179

Cooperation, 115, 135

Costco, 52

Courage to Trust, The, 143

Covey, Stephen, 89, 108

Creative visualization, 120

Credibility, 36

Criticism, 110, 131, 136, 156

Customer service

Improving, 78

Telephone, 45

D

Daily Drucker, The, 36

Dale Carnegie Training, 15

Definitive Book of Body Language, The, 27

Documentation, 17, 44, 51, 95

Dress code, 81

Drucker, Peter, 36

E

E-mail, 111, 137

Eavesdropping, 127

Employee Assistance Program (EAP), 72, 133

Employment Practices Advisors, 51

Evaluations, 84, 98

Exit interviews, 63

F

Family-owned business, 35

Favoritism, 86, 93

Favors, 169

Feedback, employee, 52

Firing, 51, 94

Four Agreements, 159

Front-line employees, 45

G

G&T, 25

Generation gap, 126

Gossip, 65, 114

Green-eyed monster, 129

H

Hiring, 49

Honesty, 164, 174, 178

How Great Leaders Get Results, 23

How to Win Friends and Influence People, 25

Humor, 26, 101

Hygiene, 104, 175

I

Internet use, 85

Interruptions, 124

Intoxication, 170

J

Jealousy, 129

Job descriptions, 92

Job search, 181

K

Key Group, 61, 62,

L

Leadership, 56, 59, 69, 86, 97, 145, 177

Leadership 101, 28

Legal advice, 39, 71, 142

Leisure time, 41, 73

Leveen, Steve, 18

Levine, Mel, 24

Lifescripts, 103

Listening skills, 20, 162

Little Guide to Your Well-Read Life, The, 18

Loans, 88, 149

M

“Manage up”, 173

Manners, 122, 127

Mediators, 46, 147

Mediocrity, 32, 76

Meetings

Chamber of commerce, 35

Follow-up, 23

Trade association, 34

Rules for, 113, 125

Starting and ending, 83

With the boss, 152

Mentoring, 128

Mind at a Time, A, 24

“Most Improved” award, 99

N

National Federation of Independent Business, 34

Negotiation, 21

O

Office supplies, 164

OfficeTeam, 63

100 Simple Secrets of Successful People, The, 101

P

Parties, 121, 150, 170

Perfectionism, 157

Perks, 49

Personality traits, 24

Pfadenhauer, Diane, 51

Pfizer Inc., 129

Positive attitude, 168

Positive thinking, 120, 133

Prima donnas, 108

Privacy, 119

Promises, 159

Q

Questions, Follow-up, 26

Quick Thinking on Your Feet, 110

Quiet Leadership, 22

R

Racism, 101

Reactions v. responses, 78

Reciprocity, 174

Recluse, 139

Relationships, sexual, 79, 80

Resignations, 54

Respect, 146, 171

Revising others’ work, 161

Riposte, 155

Rituals, 143

Role-playing, 105

Rude Awakenings, 118

S

Self-esteem, 133, 160

Self-evaluation, 98

Sensitivity training, 91

Seven Habits of Highly Effective People, The, 89, 108

Sexual harassment, 100, 111

Sick-leave policy, 67, 153

Small Business Bible, The, 72

Specialized knowledge, 38

Stress, 103, 132, 166, 180

T

Tardiness, 83

Tattletales, 130

Teamwork, 61, 62, 110, 113, 129, 159, 161

Theft, 74

360 Leader, The, 128

Time management, 76, 83, 106

Toxic relationships, 117

Training, 77, 97

Transformations, 99

Trust, 142, 144, 159

Turner, Ted, 35

U

“Untouchables,” 76

U.S. Small Business Administration, 75

V

V&G Marketing Associates, 30, 42

W

Wegmans, 97

Win-win approach, 108

Work habits, 76

Workaholics, 96

Work/life balance, 41, 96

Workloads, 68

Z

Zero-tolerance policy, 15