Index

Page numbers in italics indicate figures and tables.

• action and action plans 31, 77, 120, 185, 188, 210–211, 223, 230–232
• Adams, John Quincy 47
• Adams, Rachel Nyaradzo 63
• advocacy 252, 252
• Advocate 211
• agenda 112, 113, 224, 250, 263
• Alchemy Inspiration 57, 168, 243
• Allan Gray 10
• Amponsah, Obenewa 18, 87, 93, 139, 149, 267
• anger 135–136. 148, 192, 216, 234–235, 248, 249
• Aon Hewitt 176
• apology 62, 66, 127, 136, 198, 223, 232–233, 250–251
• appreciation 47, 72, 76, 123, 127, 144, 148, 183, 219
• Aronson, Joshua 97
• Arthur Andersen 48–49. 70, 176, 202, 261
• The Ask 255
• assessment 56, 164–173, 229, 239, 244, 270–271 see also Assessment Instrument under Organisational Culture; CliftonStrengths Assessment
• assumptions 71, 120, 153, 153–155, 154, 155, 173, 250
• authenticity 118, 140, 158, 158, 159, 184, 194–200, 198 see also branding and differentiation under personal
• authority 21, 166–168, 172, 175, 196, 235, 248
• avoidance 198, 229, 243, 248, 252, 257, 269, 270
• awareness 22, 47, 55, 56–57, 184, 187, 191, 216

• baggage, emotional 55, 68–72, 123–124
• Bain & Company South Africa 10, 182, 195
• balance 23–24. 56, 90, 73, 104, 107, 147, 171, 173, 198, 234, 246, 252
• behavioural iceberg model 152–155, 153, 154, 155
• beliefs 41, 49, 55, 85, 86–89, 110, 153, 160, 164, 170, 183, 220–221, 244 see also impostor syndrome; mindset; psychological safety; values
• bias in the workplace 11, 25, 40–45, 118, 163, 180, 183
• Birmingham, Alabama 70
• Black
  • people 11, 13, 44, 70–71, 94, 98, 99, 167, 170–172, 187, 240
  • professionals 12, 98, 115, 201
• blame 11, 53, 68, 77, 232, 235
• body language 114, 123, 130, 148, 218, 236, 242, 243, 255
• Booker, Chaka 150
• boundaries 117, 121, 127, 223, 246–247, 265–266
• breaks 9, 43, 89, 93, 248, 253, 264, 265, 266 see also holidays
• Brown, Artis 74, 99, 137, 148, 152, 217
• Brown, Brené 149
• business 13, 17–18, 25, 109, 114, 117, 118, 124, 168, 177, 181–183, 192
  • schools 21, 28, 66, 80, 83, 88–89, 95, 145, 158 see also Harvard Business School; London Business School

• Caldwell, David F 174
• calendars 33, 131, 143, 244–245, 265, 266–267
• Cameron, Kim S 174
• career development 17–22. 26–30, 37, 38, 39, 49–50, 52–54, 58, 70, 196, 270–271
• Carnegie Mellon University 139
• Center for Creative Leadership 16
• Chatman, Jennifer 174
• Cheng, J Yo-Jud 174
• Chicago Public Schools 80
• choice 20, 21–22, 26–30, 129, 148, 156, 203
• Chow, Professor Rosalind 139
• Clance, Pauline 91
• Clan Culture 174
• CliftonStrengths Assessment 100, 127, 158
• coaching 25, 37, 52–53, 92, 105–106, 222, 223, 235–237, 246, 247, 267 see also Mentor; mentors
• collaborative environment 69, 216, 228, 230, 254 see also environment under corporate
• comfort zone, stepping outside one’s 65, 117, 121, 214, 259
• communication 13, 24, 113, 126, 178–179, 181, 191, 216–258
• comparison 95–96 see also Self-Confidence vs Arrogance Comparison chart
• compassion 89–90. 99, 101, 155
• Competing Values Framework 174
• conflict management 125, 132–137, 219–220, 247–254
• connection 22, 26, 74, 112, 146–152, 163, 190, 213
• Connector 211
• consultants 80, 124, 152–156, 178, 197, 207–208, 234, 261
• control 20, 20, 54, 94, 218, 235, 262, 263
• conversations
  • courageous 221–224. 248–253
  • personal dynamic 222, 223, 246–254
  • productive 12, 134, 142–143
  • tips to improving 222–239
• conversations, professional
  • delivery 222, 224–233
  • development 222, 223, 233–239
• corporate
  • culture 69, 80, 167, 171
  • employees 11, 13
  • environment 11, 13, 31, 41, 51, 62, 72, 81, 91, 98, 110, 166, 180, 217 see also collaborative environment
  • landmines, avoiding 73
  • setting 75, 128
  • space 9, 11, 13, 23, 72, 163, 165, 240, 253
• courage 49, 85, 130, 132, 221–224, 247, 248–249, 252, 270 see also authenticity
• CQ see cultural intelligence
• credibility 41, 50, 138, 140, 141, 166, 178, 182, 195, 200, 201, 220
• Crucial Conversations (Grenny, Patterson, McMillan and Switzler) 249
• cultural intelligence 160–185
• customers and customer service 13, 17–18, 45, 46, 109, 161, 162, 175, 182, 192, 215, 236

• Dash, Stacey 135
• deadlines 62, 166, 225, 226–229, 231, 257, 261–262, 263, 268
• decision-makers and decision-making 12, 27, 29, 66, 86, 94, 113, 126, 138, 140, 171, 211, 231, 232
• Deloitte Consulting 10, 48, 84, 145, 176, 177, 179
• DeLong, Thomas 159
• difference 101, 127, 144–146, 162, 163, 219–220, 240, 261, 270–271
• differentiation 15, 30, 39, 75, 122, 161, 191, 194, 199–200
• Dweck, Carol 75–76

• Edmondson, Amy 220
• email 111, 126, 131, 139, 228, 258, 262–264, 265
• emotional
  • intelligence (EQ) 15, 24, 146–152, 157, 160
  • inventory 101–102. 152
  • investment 26
  • offloading and outbursts 137, 149
  • unpacking 150
• empathy 118, 124, 157
• empowerment 20, 28, 30, 53, 54, 189
• energy 112, 125, 126, 148, 158, 125, 126, 264–267
• Enron 48
• EQ see intelligence under emotional Ernst & Young 48
• Excel 75, 80, 81, 92, 182, 197, 225, 237, 238, 242, 267
• expectations 10, 19, 31, 38, 44, 59, 83, 111, 113, 128, 178, 242

• failure 64–67. 93, 140, 196, 261 see also resilience
• family 9, 11, 72, 95, 168, 171, 194–195
• fault 20, 100, 105, 253
• fear 28, 64–68, 91, 153, 153–155, 154, 155 see also courage
• feedback 26, 37, 38–39, 57, 61, 77, 102, 123–124, 126, 168, 192–194, 207–208, 210, 211, 233–235, 239–245
• feelings 25, 147–149, 153, 153–155, 154, 155, 251
• Five Levels of Leadership, The (Maxwell) 47
• Folkman, Joseph 123
• Forbes 196, 210
• Ford, Henry 86–87. 105 Ford Motor Company 86
• ‘forming-storming-norming-performing’ stages of group development 219–220
• Frei, Frances 118
• Freud, Sigmund 152, 153
• Fulton County Schools Board (Atlanta, Georgia) 176–177

• gaps, perceiving and closing 10, 13, 19, 30, 77, 121, 123, 127, 132, 133, 210–211
• gender roles 170–171. 172
• generations 10, 12, 13, 83, 90, 157, 165, 168
• George, Bill 151
• Gibbs, Damany 103
• goals 18, 27, 29, 31, 33, 36, 45, 66, 86, 111, 122, 125, 142, 209, 244, 253
• Goldman Sachs 141, 202
• Goleman, Daniel 15
• Google 10
• gratitude, practice of 106
• Grenny, Joseph 249
• Groysberg, Boris 174
• Gudith, Daniela 265

• habits 47, 162, 164, 221
• Harris, Carla 199
• Harvard Business School 10, 33, 80, 84, 86, 89, 91, 94, 118, 136, 144, 151, 156, 159, 174, 199
• HBR Women at Work 141
• hearing 97, 122, 133, 167, 240, 241, 252
• help, asking for 73, 154–156, 169, 214, 225–226
• Hierarchy Culture 174
• Hinton, Tiffany 204–205
• Hofstede, Geert 164
• holidays 42, 256–257, 264 see also breaks
• Hunt, Vivian 204–205
• Hurry, Simon 240

• Ibarra, Herminia 211
• ideas 87, 178, 181, 256
• identity 41, 59, 61, 161, 189, 208, 209
• ikigai 82
• Imes, Suzanne 91
• impostor syndrome 55, 91–93
• individualism 164
• individualistic vs collectivistic cultures 171, 173
• influence 54, 73, 126, 230–231
• information 69, 179, 262–264
• inquiry 252, 252
• insecurities 25, 63, 128, 149
• instructions 49, 223, 228, 230, 257
• Integrated Culture Framework 174–175
• intentions and intentionality 106–107. 250, 260–270
• internal net worth 55, 58–63
• internet 9–10. 22, 95, 269
• interviews 15, 32, 44, 74, 91, 194–195, 267
• introverts 188, 190, 213–214, 246

• Jenner, Kendall 161
• jobs, new 15, 67, 103, 115 see also new hires
• Jobs, Steve 87
• Johns, Shenece Garner 180, 183

• Kapungu, Fungayi 144, 152
• Klocke, Ulrich 265
• knowledge 11, 22, 23, 24, 41, 103, 122, 130, 138, 145, 213, 236, 270

• language 45, 74, 114, 121, 127, 166, 221, 224, 232, 233, 234
  • body 114, 123, 130, 148, 218, 236, 242, 243, 255
• lateness, habitual 165–166
• leaders and leadership 10, 16, 29, 39, 40, 41, 47–50, 63, 75, 124, 143–146, 151, 152, 193, 197, 236, 245
  • development 12, 91, 95, 134–135, 158, 233
• learning 16, 22, 52, 66–67, 79, 103, 105, 136–137, 156
• Lee, Jeremiah 174
• Leke, Acha 34, 36, 68
• Life Healthcare 246, 267
• lifestyle 32, 82, 104, 213–214
• limitations 86–89. 99, 151
• listening 122–124
• logic 118, 150, 197
• London Business School 211

• Mabuse, Zimasa Qolohle 28, 79, 129, 196
• Madden, Dr Jennifer 30, 40, 102
• Magwentshu, Nomfanelo 90–91. 116, 117, 162, 176, 200
• Mahanyele, Phuti 29
• Maier, Steven 98
• Makhoalibe, Dr Puleng 57, 168, 243
• managers 25–26. 42, 52, 109, 116–117, 121, 126, 127–131, 135–137, 207, 214, 224–232, 234–235, 245, 246, 256, 257–258
• managing up 130–131
• Mandela, Nelson 203
• Mark, Gloria 265
• Market Culture 174
• marketing 18, 21, 27, 161, 191, 192
• Martin, Sharon 61
• Mashaba, Connie 161, 192
• maturity 149, 168, 233, 257
• Maxwell, John 47 Mayer, John D 147
• MBTI see Myers-Briggs Type Indicator McKinsey & Company 10, 12, 13, 34, 36, 52–53, 67, 68, 75, 80, 90–91, 92, 95, 110, 116, 117, 118, 154, 158, 162, 167, 176, 177, 178–179, 186, 189–190, 193–194, 200, 204–205, 207, 208, 234, 250
• McMillan, Ron 249
• meditation and spirituality 103–104
• mentality 55, 72–75, 76, 80, 85, 99 see also mindset
• Mentor 211
• mentoring 25, 26, 38, 72, 79, 108, 115, 191, 214
• mentors 19, 37, 38, 77, 79, 137–146, 140, 160, 245
• milestones 36, 44, 60, 83, 84, 111, 113
• mindset 20, 20, 24, 44, 46, 51–107, 76, 78, 115, 137, 248, 259–260 see also story
• Mindset: The New Psychology of Success (Dweck) 75–76
• mistakes 13, 37, 51, 52, 62, 67, 171–172, 197, 198–199, 232–233
• Mkhari, Ipeleng 46, 52, 90
• Moloto, Refilwe 71–72. 255
• Molotsi, Kagiso 64, 172
• Montjane, Funeka 256
• Morgan Stanley 199
• Moumakwa, Penny 89, 170–171
• Mpupuni, Thokozile Lewanika 44, 72–73, 110, 115, 119, 163, 165, 200, 220, 229, 232
• Muhutu-Remy, Jocelyne 32, 35, 118, 124
• Myers-Briggs Type Indicator (MBTI) 96, 158

• myths 84, 190
• Naspers South Africa 29
• needs 58, 106, 120, 152, 153, 153–155, 154, 155, 165, 192, 217
• networking, professional 13, 72, 115–116, 118, 142, 213, 214
• new hires 74, 91–93, 108, 116, 175–176, 178, 180, 236, 247–248
• Niavas, Stefano 39, 54, 67, 137

• Obama, President Barack 172 obstacles 35, 36, 54, 100, 111, 131, 145
• offences, dealing with 132, 132, 133, 134, 198
• opinions 35, 89, 197, 207, 215, 232, 252
• opportunities 12, 30, 44, 52, 58, 62, 68, 145, 170, 213, 214, 237–239
• Opportunity-Giver 211
• optimism 104, 105
• Option B: Facing Adversity, Building Resilience, and Finding Joy (Sandberg) 106
• O’Reilly III, Charles A 174 Organisational Culture
  • Assessment Instrument 174
  • Profile 174
• organisations and organisational culture 12, 23, 24, 39–40, 164, 171, 173–180, 206–213, 259–271
• orientation 165, 174
• outcomes 223, 250–251
• overcommunicating 256–258
• ownership 20, 34–41, 50, 58, 75, 76, 77, 106, 225, 226, 234, 257

• Pandor, Aisha 146
• Pareto Principle 20
• participation 38–39. 40, 75, 178
• partners 52, 176, 178, 193, 202, 204
• patterns 191, 208 see also mindset
• Patterson, Kerry 249
• perceptions 59–60. 75, 194, 197, 199–200, 210, 215, 216, 229, 249 see also mindset
• perfectionism 55, 61–63, 268, 270
• performance 11, 30, 31, 36, 37, 38, 41, 52–53, 58, 59, 109, 117, 152–154, 196, 199, 236, 245
  • rating 27, 52, 53, 67, 77, 79, 138
  • review 38, 51, 52, 115, 194, 201–202, 245
• permanence 104, 105
• personal
  • boundaries or constraints 127, 223, 246–247
  • branding and differentiation 18, 24, 30, 62, 75, 186–215, 188, 198, 212, 216
  • lives, divulging details of 68–69
• Personal and Organisational Culture Alignment Plan 184, 187, 188
• personalisation 104–105
• personality 35, 56, 70, 96, 158–159, 161, 195, 213–214, 248, 256 see also CliftonStrengths Assessment; Myers-Briggs Type Indicator
• perspective 53, 81, 101, 138, 139, 165–166, 167, 194, 198, 218, 219, 221, 223, 230, 231, 236, 237, 241, 252, 259
• planning 16, 30–32, 35, 68, 93–94, 254, 262, 268
• plan of action 53, 172, 183–185, 184, 188, 188, 192, 207, 210, 212, 244, 245, 257, 258, 267, 270
• PlayNicely 240
• power 73, 203, 235, 248, 264 see also empowerment
• PowerPoint presentation 74, 80, 81, 92, 139, 176, 177, 182, 197, 207–208, 237
• practice 113–119, 120, 136, 145, 173, 254
• preparation 93, 117, 151, 233
• presence 194, 210, 214
• pressure 62, 70, 75, 85, 111, 167, 171, 177, 191, 252, 256
• Price, Jesse 174
• PriceWaterhouseCoopers 48
• Princeton 88
• priorities and prioritisation 33, 35, 226–228, 227, 264, 265–267
• problem solving and management 35, 66, 67, 73, 80, 81, 97, 112, 167, 182, 253, 253
• procrastination 265, 268–270
• professional
  • delivery conversations 222, 224–233
  • development 10, 11, 52, 59, 102–103, 216, 222, 223, 233–245, 256
  • dress code 201–202. 205
• professionalism 13, 172, 204, 229
• progress 211, 245, 261, 264, 266, 270
• projects 19, 111, 113, 124, 125, 131, 238–240
• psychological safety 220
• purpose 18, 26–30, 34, 61, 95–96, 140, 175, 217, 227, 248
• putting your head down 16, 72, 73, 74

• qualifications 9, 10, 13, 15, 44, 58, 60, 110, 137, 171, 214
• questions and questioning 21–22, 140, 145, 153, 159, 166–168, 196, 215, 235, 237, 242, 243, 250, 251–253, 253
• Quinn, Robert E 174

• Rachelson, Donna 30, 186, 192, 193
  • racial discrimination and segregation 41, 70–71, 169, 171
• racism in the workplace 11, 38, 39, 40–45
• reflection 19, 100, 134, 259, 267
• Relationship Conversation Starters 131
• relationships 16–18. 22–23, 25–28, 43, 45, 61, 70, 73, 74, 108, 109, 113, 116, 120, 127, 138, 140, 142, 146, 210–211 see also leaders and leadership
• reports and reporting 36, 125–126, 181, 182, 183, 225, 234, 237, 239, 240, 257
• research 21, 35, 191, 199, 210, 212, 230, 258
• resilience 52, 67, 68, 99, 100, 105, 106, 157
• resources 18, 111, 113, 140, 190, 225, 255, 261, 264 see also coaching; therapy
• respect 128–129. 193, 206, 215, 231, 232
• response 39, 134, 135, 152, 217, 221
• responsibility 20, 37, 45, 105, 113, 236, 237, 241, 242, 243
• rest 104, 122, 257, 267
• risks and risk-taking 65, 67, 140, 171–172, 174, 196, 198, 220, 261
• roles 39, 47, 92, 113, 170, 172–173, 178, 211, 219, 251
• Rowling, JK 65
• Rumi 55

• sacrifices 27, 33–34, 115, 180, 203, 239, 247
• Salovey, Peter 147
• sameness 122
• Sandberg, Sheryl 106
• scenarios 26, 67–68, 86, 115, 167, 222–249, 250–251
• schedule 264, 265–266, 267, 268
• Schultz, Howard 209
• Seales, Amanda 135
• Secret List of Offences (SLOO) 132, 132
• self-
  • awareness 55, 56–57, 216
  • doubt 58–63
  • investment 100–107
  • talk 55, 89–91, 101
  • worth 60–63. 99
• Self-Confidence vs Arrogance Comparison chart 187, 188
• Seligman, Martin 98, 104
• seniors 92, 167, 197, 199, 203, 233, 246
• sense of self 87, 90, 151, 198
• Sepah, Cameron 173
• setbacks 51–52. 90, 102, 105
• sexism 40, 43, 97
• 70-20-10 guidelines for learning 16
• Shanduka Group 29
• sharing 126, 198, 199, 213, 214, 218–219, 234, 245, 251, 256
• shortcuts 191
• skills 13, 15, 19, 74, 80, 92, 93, 118, 122, 209, 216, 236, 248
• SLOO see Secret List of Offences social media 22, 95, 122, 194, 210, 213, 214, 269
• solutions 35, 40, 66, 76, 228, 232, 250, 252, 253, 253, 256
• speaking up 62, 65, 67, 166–168
• sponsors 19, 138–139, 140, 141, 143, 145, 146, 185, 199, 238, 244, 245, 266
• sponsorship 70, 72, 141, 144, 145
• stakeholders 111, 119, 132, 247, 256, 257, 267
• Standard Bank 256
• standards 48, 55, 61, 75, 80, 81, 189, 229
• Stanford Business School 66 Starbucks 209
• Steele, Claude 97
• stereotypes 41, 42–43, 69, 169
• stereotype threat 55, 97–98
• ‘storming’ phase 219–220
• story 10, 57, 100, 103, 125, 133, 145, 152–158, 209
• Strategiser 211
• strategising 13, 18, 51, 73, 74, 182–183, 214
• strengths 100, 125, 127, 176, 234, 242, 244
• structure 64, 96–97, 126, 138, 174, 182, 194
• success 15, 29–30, 31, 32–34, 41, 58, 72, 74, 91–94, 110, 115, 165–172, 178, 239, 267
• suggestions 65–66, 252
• Switzler, Al 249

• Tamale, Ronald 30, 83, 146–147, 181–182, 202, 240
• tasks 19, 29, 36, 44, 113, 224, 228, 235, 257, 267–269
• Taylor, Tina 38, 61, 64, 141–142, 143, 166, 197, 206, 213, 245
• teamwork and teammates 52, 65–66, 70, 73, 97, 116, 121, 149, 174, 217, 220, 232, 238, 256–257
• tension 111, 112, 120, 127, 130, 132, 160, 247–254, 260
• therapy 105–106
• thought patterns and processes 54–56, 153, 153–155, 154, 155
• time and timeliness 18, 20, 74, 83–86, 111, 158, 165–166, 207, 225–229, 235, 261–268
• trade-offs 33–34
• training 16, 23–24
• triggers 25, 126, 149–150
• trust 113–114. 118–119, 129, 145, 149, 179
• truth 56–57. 130, 190
• Tuckman, Bruce 219
• Turner, Nat 135
• 12-step programme (Wilson) 56

• uncertainty avoidance 164
• United States 34, 47, 88, 97, 98, 161–162, 170, 171, 190
• universities and colleges 11, 16, 88, 92, 94 see also names of specific universities and colleges
• University of Alabama 70
• University of California, San Francisco 173
• University of Michigan 174
• urgency, communicating sense of 255–256

• values 32, 49, 58, 59, 60–61, 113–114, 115, 119, 125, 127, 196
• victims and victors 20, 53
• vision 28, 29, 47, 48, 82–83
• voice 74–75. 90–91, 93, 171

• Wallace, Governor George 70 weaknesses 48, 56–57, 100, 169, 210, 233
• Webster, Timothy Maurice 25, 55–56, 122, 156, 157, 191, 203, 208
• ‘What Great Listeners Actually Do’ (Zenger and Folkman) 123
• ‘what if’ exercise 67
• Wilson, Bill 56
• Winfrey, Oprah 65, 66, 81, 237
• words 177, 199, 220
• work
  • environment 12, 14, 16, 20, 40, 79–80, 92–93, 96, 97, 206, 213–214 see also cultural intelligence; organisations and organisational environment
  • ethic 74, 109, 128, 229
  • frustrations 9, 96, 110
  • impact at 20, 24, 24, 45–46, 46, 50, 114, 182, 200–206, 259–271
  • nature of 22–23
  • relationships 11, 12, 16, 24, 25–26, 61, 71–72, 74, 108–159, 113, 120, 162, 170, 247–254

• Yale 88

• Zenger, Jack 123