Index

Accenture 93

accountability 255–61

achievements 50–1, 153–4

action xxix, 48, 128

see also mindset skills; organisational skills; personal skills

active listening 214–16

adjustment 211

Adobe 99

adversity, surviving 241–5

agendas, having clear 166–7, 202–3

Aldi 11

Amazon 231

Ambani, Mukesh xxvii

ambitions 7

American Bureau of Labor Statistics 79

Android 12

Apple 35, 231, 234, 256

appraisals 97

artificial intelligence (AI) 189

aspirations, high 231–5

assertions, supporting with facts 177–8

AT&T 35

Attlee, Clement 4, 5

audience, engaging 161, 162

authority, referred 201, 202

autonomy 242, 243

Baidu 36

balance and mix, need for 51–3

Bambara (tribe in Mali) 159

banker’s question 184

behaviours

annoying 225

leadership xxix–xxxii

bidding war 123

big-picture people, team of 52

Blair, Tony 5, 203

blame 81, 96, 104, 129

Blue Ocean Strategy 34, 37, 38

bonuses 221

as motivation 61–2

boss, managing 195–9

bravery 237–9

British Airways 16

brittle confidence 130

Brown, G. 5

budgets 219

managing 137–40

and targets, negotiating 131–5

Buffett, Warren xxvii

burning platforms 29

business 74

writing 175–8

buyer power 33

Callaghan, James 5

Cameron, David 7

capacity to change 116

career death spiral 104

catastrophising 244–5

CEO, and company newsletters 19–20

Challenger 17

challenger firms 37–8

Chamberlain, Neville 32

change, risks and costs of 116–17

change equation 118

change management 113–21

change cycle 119

critical mass of support 121

FUD factor 115

process 117–19

setting up for success 115–17

change network 120–1

choice, restricting 210

Churchill, Winston xxiv, 4, 5, 19, 57, 177, 241

CIGNA 93

classical strategy 31–4, 38

closed questions 27–8, 83–4, 87–8, 214–15

coaching

from failure to success 88–9

five Os 86–7

structured journey 90

team 85–91

coalition 210

collaboration 247–50

comfort zone 48, 199, 238, 268

communications 141, 148–50

in crisis management 129

debriefing 216

difficult conversations 105–8, 198

of ideas 19–23, 25–30

listening 25–7, 70, 73–4, 205, 213–16

open and closed questions 27–8, 215–16

paraphrasing 215

presentations 159–63

reading skills 179–81

three Es of 160

writing effectively 175–8

company newsletters 19–20, 22

Compaq 35

compensation 141, 147–8

competition 43–4

competitive advantage 39–40

Competitive Strategy (book) 33

complexity, managing 10

confidence 128, 255–61

confirmation bias 101

conflict management 123–5

constructive conflict 123–4

context

courage and 237–8

the right 234–5

control

costs 137–40

problems with close 95

taking 3–6, 8–9, 128

time 156

X and Y leader types 58–61

see also influencing

conversations

difficult 105–8, 148, 198

listening 25–7, 70, 73–4, 213–16

preparation for 27–8

productive 148

selling ideas 25–30

Core Competence 34, 35

cost control 137–40

courage 237–9

COVID-19 pandemic xix–xx, 29

change management 116

collaboration 248

leadership revolution 188

video meetings 173

credibility 197, 198, 204, 206–7

crises 220

management xxx, 127–30, 244

criticism 66, 69, 76, 253

cultural norms 226

customer satisfaction 29, 30

customer service 76

customers

analysing needs of 36

evaluating ideas 42–3

partnership mindset 250

solving problems of 36

daily skills 111

Darwin, Charles 154

Daz (British detergent brand) 21

deafness, selective 261

debriefing 96, 216

decision making 61

influencing 209–11

decisiveness xxx

delegation xix, 70, 79–84, 143, 192–3, 243, 249

Dell 35

Deming, W. Edwards 97

depersonalising conflict 124

destiny, controlling your 257

detachment 124

detail people, team of 52

development plans 141, 147

deviation 169

difference, making a 4, 6, 10–12

difficult conversations 105–8, 198

direct competition 33

dishonesty 74

disloyalty 198

Disney 40

distractions 106, 157

diversity 51–3, 205

doubt 115

Douglas-Home, Alec 5

dreams 8

dress code 223, 225

drifting 9

Dyson 40

Dyson, James 36

EBI (even better if) tool 265–6

Eden, Anthony 4

emails 148, 149, 225

emotional responses 114, 117

empathy 125, 129

employee choice 188

energy 160, 161

enjoyment 161

enlightenment 65

enthusiasm 43, 160, 161

esteem 66

even better if (EBI) tool 265–6

Excite 36

excitement 160, 161

expectations

having high 231–5

managing 131–5

motivation 72

setting clear 70, 193, 196

expertise 161

external recruitment 51

extroverts 52

ExxonMobil 40

Facebook xxviii, 8, 35, 205

failure

learning from setbacks 96, 244–5

reactions to 96

fear 66–8, 69, 115–16

FEAR to EAR model 124–5

Federal Express 76

feedback

receiving 220–11

selective deafness 261

feelings

controlling your 258–9

emotional responses 114, 117

52/48 rule 137

finances

cost control 137–40

evaluating ideas 41–2

money and influence 201–8

negotiating budgets 145

pay as motivation 72

reviewing spreadsheets 183–5

financial information 144–5

financial prize 29–30

finders 264

firing people 101, 269–70

Fisher, Irving 32

five forces analysis 33

five Os, of coaching event 86–7

formative assessment 146

frontload performance 137

FUD factor 115

future

focus on 232

information about 145

future perfect idea 19

Gagarin, Yuri 17

Gantt chart 114

GAP 93

Gates, Bill xxvii

GE firm 93

Genghis Khan xxxiii, 46

gig economy 59

globalisation 188–9

goals

clear 256

for coaching 87, 90–1

focus 233, 268–9

knowing 105

setting 155

team 142

Golden Rule 225

Google xxviii, 7, 8, 11, 36, 40, 205

gossip and banter 225

governance, supportive 143

Graham, Billy 161

greed 68, 69

grinders 264

Hamel, Gary 34

Heath, Edward 5

help, finding 110, 154

Herzberg’s two-factor theory of motivation 61

hesitation 168–9

hierarchy mindset 249

hierarchy of needs 65–7

hiring 49–55

HMS Beagle 154

honesty xxx, 70, 74–5

Hoover 36

HP 35

Hubble 17

Human Side of Enterprise, The (book) 59

hybrid working xix–xx

collaboration 248

communications 148, 149

delegation 83

meetings 170–3

motivation 71

performance management 93, 95–6

see also working from home

hygiene factors 61

ideas xxviii

and classical strategy 31–4, 38

communicating 19–23, 25–30

copying 35

crafting 13–17

de-risk 204–5

evaluating 29, 41–4

future perfect 13–17

IPA agenda of leadership 48

knowing your 28–30

and modern strategy 34–8

new 220

power of 2, 17

RUSSIA test 17

selling 25–30

simple/big 7–8

solving customer problems 36

and unfair competitive advantage 40

idleness 68, 69, 210

imposter syndrome 259

improbability xxiii–xxiv

incremental agreement, building 210

incumbents 37–8

influencing 201–8

building trust 203–8

clear agendas 167, 202–3

decision making 209–11

by listening 213–16

managing your boss 73, 204

and money 201–2

popularity 208

presentations 159–63

referred authority 201, 202

selling ideas 25–30

informal contract 94

information management 141, 144–6

Infoseek 36

inspirational leaders 58

integrity xxv, xxx

intimacy, and trust 197–8, 204, 205–6

introverts 52

intuition/instincts 31–2

IPA (idea, people, action) agenda xxvii–xxix, 37, 48, 75, 232, 233, 271

iPad 35

Jo’s Burger Palace 33–4

Jobs, Steve xxxiii, 234, 256

judgement 34, 54, 101

‘Just a Minute’ game 168, 169

Kahneman, Daniel 209

Kennedy, John 17

key performance indicators (KPIs) 11, 131

Kim, Chan 34, 37

King, Martin Luther 19

Kissinger, Henry xxvi, 232

knowledge 26

le Carré, John 21

leadership xxv, 113

acting the part 223–7

key behaviours of xxix–xxxii

machine 141–50

managing boss 195–9

nature of xxxii–xxxiii

pillars of xxix–xxxii

ruthless 267–70

search for xxvi–xxvii

taking control 3–6, 8–9

tradecraft of 152

lean matrix 189

learning 263–6

to lead xxxiii–xxxvi

legacy firms 37–8

Lidl 11

listening 25–7, 70, 73–4, 205, 213–16

LNB agenda 149

long-term goals 90

love 65

low-cost airline 15–16

loyalty 73, 198

Lumière, Louis-Jean 32

Lycos 36

Macmillan, Harold 4

Magellan 36

Major, John 6

management, types of 59–60

management by objectives (MBO) 131

management by walking around (MBWA) 68

management by walking away 68

management information systems (MIS) 145

manager’s question 184–5

Mandela, Nelson 46

market growth 42

market information 145

market segments 42, 43

market share 42

marketing 30

Maslow’s hierarchy of needs 65–7

mastery 242, 243

McDonald’s 40

McGregor, Douglas 59, 61

meetings 165–73, 216, 225

attending 166–7

leading 167–8

memorisation 160

mental dysfunctions 57

Metcalfe, Robert 32

MetLife 53, 110

micro-management 9, 193, 243

Microsoft 11, 12, 33–4, 40

minders 264

mindset skills 111, 230

adversity, surviving 241–5

courage 237–9

high aspirations 231–5

learning 263–6

optimism 244, 251–4, 258, 260

partnership 247–50

persistence 36

ruthlessness 267–70

self-belief 255–61

modern strategy 34–8

moments of truth 217–21

promotion and 218–21

momentum 128

money 65

and influence 201–2

pay as motivation 61–2, 72

see also finances

motivation xxx, 57–70

expectations 72

gap 71

Herzberg’s two-factor theory 61

and honesty 70, 74–5

intrinsic rewards 62

pay and bonuses 61–2, 72

practical theories of 58–70

in practice 71–7

public sector 61, 62

recognition 66, 69, 76–7

showing interest in staff 73–4

staff problems 214

and trust 70, 74–5

worthwhile jobs 76

X and Y theory 58–61

multi-tasking 157–8

Musk, Elon xxvii

naive managers 131–2

NASA (National Aeronautics and Space Administration) 15, 17

need 115–16

negotiations, budgets and targets 131–5

networks, support 21–2

never avoid conflict 124

new entrants 33

newsletters, company 19–20, 22

niches 42, 43

Nietzsche, Friedrich 128, 245

Nike 40

non-financial prize 29–30

normative assessment 146

norms, cultural 226

numeracy 183, 185

O’Leary, Michael 15–16

open questions 27–8, 83–4, 87–8, 215–16

operational information 145

optimism 53, 251–4, 258, 260

see also positivity

organisational skills 111

conflict management 123–5

cost control 137–40

crisis management 127–30

influencing decisions 209–11

negotiating budgets and targets 131–5

time management 153–8

see also change management; project management

Origin of Species 154

over-achievement 192

over-communication 70

over-estimation 43

over-performance 61

P&G xxviii, 40, 177

paraphrasing 169, 215

partnership mindset 247–50

pay

as motivation 61–2, 72

negotiating 54–5

PayPal 231

people xxviii–xxix

building trust 197–8, 203–8

delegation 70

difficult conversations 105–8, 198

firing 101, 269–70

hiring 49–55

leading professionals 191–3

managing your boss 195–9

support networks 21–2

see also influencing; motivation; teams

people-focused people, team of 52

performance

dealing with poor 101–4

frontloading 137

ruthlessness 269–70

performance development 97–9

performance management 93–9, 141, 146–7, 192

performance review 214

performance tracking systems 93–4, 97–9

Pericles 19

persistence 36, 128, 210–11

personal optimism 253–4

personal skills

acting the part 223–7

listening 25–7, 70, 73–4, 205, 213–16

meetings 165–73, 216

presentations 159–63

reading 179–81

reviewing spreadsheets 183–5

time management 153–8

writing effectively 175–8

perspective, gaining 259–60

persuasion

presentations 159–63

selling ideas 26–7

see also influencing

PERT chart 114

pessimism 251, 253

Petrobras 40

phone calls 225

physiological needs 65

plan B, having 198–9

planning process, strategic 143–4

political responses 114, 117, 143

politicians 208

poor delegation 80

poor performance, dealing with 101–4

popularity 208

Porter, Michael 33, 34, 35

positivity

in crisis management 127, 129

as mindset skill 244, 251–4, 258, 260

and setbacks 96, 244

writing effectively 177

Prahalad, C.K. 34–5

praise 66, 69, 76, 253

Preece, William 32

prejudice, reading with 179–80

presentations 159–63, 219, 239

pressure, and stress 9

prime ministers, British 4–5

priorities 9–10, 110

private sector xx

Privy Council 169

prize, qualitative/quantitative 29–30

problem solving

conflict management 123–5

crisis management 127–30

customer problems 36

and difficult conversations 107

staff problems 214

procrastination 157

product/operations 44

productivity 79, 110, 155

professional guard, developing 224–6

professional optimism 252–3

professionalisation, of workforce 188

professionals, leading 191–3

project management 141, 142–3

project managers 117

promotion xxxi, 207, 217

learning 263–4

and moments of truth 218–21

seeking 221

proposals 204–5

psychological contracts 73, 94

public sector xx

motivation 61, 62

purpose 242, 243–4

qualifications xxvi–xxvii

questions

and challenge 157

open and closed 27–8, 83–4, 87–8, 215–16

RAMP principle 242

rational responses 114

RBS 198

reader, writing for 176

reading skills 179–81

Reagan, Ronald 47–8

recognition 66, 69, 76–7, 128, 192

recruitment 49–55

Red Arrows 15–16, 266

referred authority 201, 202

relationships, supportive 242–3

remote working see working from home

rent seeking 39

repetition 169–70

resilience 129–30

respect 107, 225

responsibility 217

rest, need for 156

review

goals 155

position 138

reward plans 141, 147–8

rework 156

risks

of change 115

and costs of change 116–17

emotional 117

political 117

and trust 197, 198, 204–5

role

finding 47–8, 154–5

requirements of 223–7

starting new 220

Rolling Stones 34

Rolls-Royce automobiles 11

Royal Marine Commandoes 239

rules, for meeting 166

RUSSIA test 17

ruthlessness 267–70

Ryanair 8, 15–16, 35

safety 65

safety-in-numbers mentality 167–8

salary see pay

sales 30

sales call 213–14

Samsung 35

selective deafness 261

self-actualisation 66

self-belief 255–61

self-confidence 77

senior managers 167, 249–50

service idea, communicating 22–3

setbacks 220

goal focus 233

learning from 96, 244–5

reactions to failure 102, 104

surviving adversity 241–5

Shazam xxviii, 35, 36

Shell 40

short-interval scheduling 156

skills

daily 111

mastering 110–11

mindset 111

team 50–1

see also mindset skills; organisational skills; personal skills

Slack 149

slides 160

social networking 35

Southwest Airlines 35

speaking, effective 159–63

specialisation 188–9

speed reading 181

Spotify 35

spreadsheets 41–2, 183–5

staff

morale, improving 29

see also teams

standards, professional 224

Starbucks 40

STIR Education 242

story, telling 176

Strategic Intent 34

strategic planning 141, 143–4

strategy

classical 31–4, 38

dealing with 31–8

modern 34–8

unfair competitive advantage 39–40

strengths, focus on 260

stress 9

style

adapting to boss’s 196–7

and substance 102

teams 50, 51–3

substance and style 102

substitutes 33

success 7–8

defining 131

and failure 128

learning new rules of survival and 114

mindsets of xxxii

moments of truth 217

reactions to 96–7

recognising 76–7

setting change up for 115–17

suppliers

partnership mindset 250

power 33

support 129

networks 21–2

supportive relationships 242–3

surprises 198

avoiding 192

SWIFT payments 40

targets 131–5

task-focused people, team of 52

tasks 156

Teach First 35, 63–4, 130

Teach for America 35

teams

building 21, 47, 48, 49–55, 219, 261

delegation 70, 192

firing people 269–70

goals 142

hiring people 49–55

investing time 69, 84, 192

partnership mindset 247–50

people 143

performance, coaching 85–91

shielding 192

skills 50–1

staff problems 214

style 51–3

support 192

trusting 70

see also motivation

technology, as distraction 157

terms and conditions, as motivation 61, 63

Tesco 11

Tesla xxviii, 231

Thatcher, Margaret 5

time management 153–8

time tactics 155–7

distractions 157

multi-tasking 157–8

procrastination 157

Timpson, John 22–3, 76, 253

to-do lists 155, 157

Toffler, Alvin 266

trade-offs 52

training 239

transition dip 51

trust xix

autonomy 243

building 197–8, 203–8

and credibility 197, 198, 204, 206–7

and intimacy 197–8, 204, 205–6

and motivation 70, 74–5

partnership mindset 249, 250

and performance management 96

popularity 208

and respect 74

and risk 197, 198, 204–5

two-factor theory of motivation 61

uncertainty 115

understanding

difficult conversations 106

poor performance 101–3

unfair competition 39–40

Universal 35

unreasonableness, selective 233–4

valley of death 118, 119

values xxv, 50, 53–5, 269

venture capitalists 44, 184

video meetings 170–3

Vietnam War 258

vision xxv, xxx, 70, 75, 115

communicating 20–3

see also ideas

vocational careers 62

voluntary sector xx

Waitrose 11

Watson, Thomas 32

weaknesses xxxiv

what went well (WWW) tool 265, 266

WhatsApp 149

Wilson, Harold 4, 5

work 218

work environment, managing 156

working from home (WFH) xix–xx, 29

collaboration 248

communications 149

meetings 170–3

motivation 71

performance management 93

see also hybrid working

working hours, and motivation 72

write effectively 175–8

WWW (what went well) tool 265, 266

Wyman, Bill 34

X and Y motivation theory 58–61

Yahoo! 36

YTB meeting 149–50

Zest (toilet soap) 42

Zoom 148, 170

Zuckerberg, Mark 35