INDEX
Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.
Academy of Management Journal, 93
Accessibility, in communication, 174
Achieve Consulting, 134
Actions:
changing, with decencies, 49
as evidence of values, 85
intentions vs., 44
Adidas, 66–67
Affordability, of decencies, 50
Agilent, 146–148
Air Canada, 19–20
Airline industry, 21–22
All I Need to Know I Learned in Kindergarten (Fulghum), 75–76
“All In(clusive)” workplace pledge, 104
Almeida, José, 103–104
American Greed (television program), 4
American’s 100 Best Corporate Citizens, 188
America’s Crisis Guru®, 15
Angelou, Maya, 63
Arrogance, 178
The Art of the Start (Kawasaki), 143–145
ASSET4 database, 112
AT&T Universal Card Services, 117
Authentic purpose statements, 66–71
Badaracco, Joseph L., Jr., 78, 98
Bailey, Rita, 157
Barnhold, Ned, 147–148
Baxter International, 103–104
“Be Nice to Job Seekers (They’re Shoppers, Too),” 61
Behaviors:
changing, with decencies, 49
Behaviors, continued
commitment to decent, 80
during crisis, 170
in crisis case study, 168
rudeness as catalyst for inappropriate, 93–94
Belief-driven job candidates, 107, 122
Bell, Charles “Chip,” 101–102
Ben & Jerry’s, 122
Bennis, Warren, 189–190
Boeing 737 MAX aircraft, 22
Bolt-on engagement programs, 27–28
Boomers, 131
Boredom, of employees, 109–110
Bottom-line value, 86–87
Bragging, 179
Broken promises, 178–179
Bryan Cave, 85–86
Bubble wrap, 76–77
Bush, George H. W., 89
Bush, Michael C., 123
Business: The Ultimate Resource (Perseus Press), 141
Business case, 53–71
authentic purpose statements, 66–71
cost of turnover, 55–59
decency as “goodwill banking,” 59–62
and importance of personal attention, 62–65
Candor, in communication, 174
Capabilities, gaining new, 127–128
Capelli, Peter, 131
Capital Hilton, 125
Caring, 20–22
Cauliflower rice, 126
Cawood, Scott, 157
“CEO Action for Diversity and Inclusion” pledge, 104
Character, revealed in decencies, 60
Charities, support of, 122
Chest-beating, 179
Chief culture officers, 24
Civility:
culture enriched by, 188–190
defining, 45
“Civility and Decency Manifesto” (Lukaszewski), 9–10, 78–80
Clarino, Dan, 99
Closing the Engagement Gap (PwC), 36
CNN Money, 54
Coaching, 88
Code of Civility (Bryan Cave), 85–86
Collaboration, 64
Collaborative language, 47–48
Communication:
about layoffs, 155–156
clear and direct, 149–150
commitment to positive and declarative, 80
during crisis, 170
intentional, 174–176
truthful, 158–159
Compliance:
and decency, 78
Conference Board, 33
Confidence, increasing, 87
Confrontations, about rudeness, 94
Consequences, of rudeness, 95
Constructive attitude, 172–173
Cornerstone OnDemand, 137
Corporate Cultures (Deal and Kennedy), 11
Corporate social responsibility (CSR), 122
Cost-containment moves:
at Agilent, 146–147
Cover-ups, 14
Covey, Stephen, 173
CR Magazine, 103
Crate and Barrel, 118–119
Crisis case study, 163–183
building trust, 177–181
and Decency Code, 181–183
and decent leadership strategies, 170–177
leadership recovery strategies in, 169–170
Crisis management, 15
Criticism, 172–173
CRO Magazine, 188
Cronyism, 144–145
CSR (corporate social responsibility), 122
Culture, 83–105
bottom-line value of, 86–87
decency as guide rail for, 88–89
decency as inspirational in, 89–91
effects of incivility on, 92–95
Employee Friendly, 113
enriched by decency and civility, 188–190
improved by decencies, 186
indelible stories in, 98–105
at Microsoft, 63–65
role models of decency in, 95–98
and stated values, 29–31
and tone at the top, 85–86
trust in, 178
Cynicism, in workplace, 24
Daily business practices, 39–41
Deal, Terrence, 11
Decencies “Wall of Fame,” 81
associated with layoff notification, 155–156
as bubble wrap, 76–77
characteristics of, 48–50
in crisis case study, 170–177
culture enriched by, 186, 188–190
in daily business practices, 39–41
defining, 43–45
effects of lacking, 12–13
examples of, 8–10
as “goodwill banking,” 59–62
as guide rail for culture, 88–89
as inspirational in culture, 89–91
Decency(-ies), continued
modeling of, 94
as more than compliance, 4–5
multiple pathways for, 194
negative statements as, 78–80
as pathway to trust and integrity, 181–183
to promote employee engagement, 119–122
resilience necessary for, 13–14
role models of, 95–98
at Starbucks, 51–52
as transformational, 45–46
treating employees with, 112–113
and trust, 5–8
and two-minute schmooze, 46–48
and whitewater leadership, 11–12
Decency-driven engagement practices, 23
Deception, 179
Deloitte Millennial Survey, 133
Denial, 179
Destination Profit (Cawood and Bailey), 157
Diet changes, 126
Direct managers, turnover and, 55–56
Disengagement:
causes of, 92
costs of, 26
Disney, 116
Disparagement, 179–180
Disrespectfulness, 180
Diversity Best Practices, 103
Dodd-Frank regulations, 1
Donald, Jim, 91
Dove, 122
Downs, Alan, 141–142
Dunlap, Albert J., 6
East Alabama Medical Center, 118
E&C (ethics and compliance) programs, 87
ECI (Ethics and Compliance Initiative), 87
Education Advisory Board, 137
EF (Employee Friendly) culture, 113
Elements of decency, 73–81
decency as bubble wrap, 76–77
as negative statements, 78–80
small decencies, 74–76
telltale signs of, 77–78
Empathic leaders, 37–38
Empathy:
in communication, 175
defining, 80
Employee engagement, 19–41, 107–139
bolt-on programs for, 27–28
decencies to promote, 119–122
and decency in daily business practices, 39–41
defining, 33–35
effects of poor, 24–26
and engaged leaders, 26–27
at great places to work, 123–129
impact of, 107–111
importance of caring in, 20–22
institutional examples of, 113–119
and managements’ support of employees, 22–24
as means to an end, 35–38
and millennial workers, 130–139
payoffs of increasing, 111–113
and profit, 110
and remote work, 32–33
and retention, 58–59
and rudeness, 92
and stated values of company, 29–31
and talent development, 53–54
understanding different views of, 191
views about, 38–39
Employee Friendly (EF) culture, 113
Employee separation, 141–162
considering logistics of, 150–154
decent notification of, 155–156
employees’ reasons for, 109–110
language related to, 156–158
memories made during, 161–162
from Netflix, 100–101
poor handling of, 154–155
preparation for, 148–150
from Principal Financial Group, 103
and redeployment, 160–161
role models for handling, 146–148
strategies during, 143–145
and survivors of layoffs, 145–146
truthfulness in, 158–159
Employees:
assumptions about needs of, 24
benefits desired by, 56–58
boredom of, 109–110
in CSR, 122
daily goals of, 22–24
in hiring process, 121
and incivility, 54–55
institutional perks for retention of, 33–34
involvement of, in uniform policies, 114
Herb Kelleher on, 98
leaders and, 36
managements’ support of, 22–24
needs of, 25, 37, 58–59, 98–99
in onboarding process, 121
recognition for, 116–119
in strategic planning, 119–120
treatment of, at Netflix, 100–101
as valuable asset, 53–55
work life and personal life of, 23
Employment quality, 112
The End of Diabetes, 126
Entrepreneurship, of millennials, 133
Epley, Nicholas, 178
Equifax, 1
Ethical behavior:
expected by employees, 182–183
as side-effect of cultural decency, 88
Ethical culture, 71
Ethics:
in business education, 187
in daily business practices, 40
in employee engagement, 34–35
leaders’ accountability for, 182
reporting on, 2–3
Ethics and Compliance Initiative (ECI), 87
Ethics and compliance (E&C) programs, 87
Ethics Resource Center, 38–39
Ethisphere magazine, 188
Euphemisms, related to employee separation, 157–158
Explicit bias, 192
Face-to-face communication, 176
Failure, innovation and, 65
Fear, trust and, 193
Feedback:
continuous, 137–138
defining, 101
generational differences in views on, 128
Festerling, Ryan, 61
Flexible workplace options, 32, 134–135
Followership, rebuilding, 169
Formal training programs, 112
Fortune magazine, 188
FTSE4Good, 103
Fulghum, Robert, 75–76
“Fulghum Days,” 75–76
The Future of Success (Reich), 62–63
Gallup Organization, 25, 36, 98–99, 108
Gates, Bill, 63
“Gender IQ,” 103–104
Genentech, 91
Generation Z, 132–133
Generational differences, 127–128, 130–139
Global Business Ethics Survey, 87
Global Workplace Analytics, 32
Golden Banana Award, 118
Goleman, Daniel, 190
“Goodwill banking,” 59–62
Goodwin, Doris Kearns, 192
Google, 111
Gordon Gekko (character), 178
Great Place to Work, 123, 177–178
Great Place to Work For All, 123
Green, Jeff, 128–129
Guiso. Luigi, 29
Hammill, Greg, 131
Harkins Industries case study, 163–183
Harned, Patricia, 87
Harrison, Steve, 7, 14–16, 46–47
Healing the Wounds (Noer), 31, 146, 151
Health, of workplace, 112
Health and safety initiatives, 112
Healthcare industry, 83–84
Helplessness, 142
Hilton Worldwide, 124–125
Hiring process:
evidence of decency in, 60–62
involving employees in, 121
Holiday Inn, 124
Home life, balanced with work life, 191
“Hospitality For All” culture, 124
Hospitals, 83–84
Houston, Dan, 102–103
“How to Design and Ethical Organization” (Epley), 178
“How to Find a Good Leader” (Goodwin), 192–193
Human rights, 112
Human Rights Campaign, 103
Humility:
instilling, at Microsoft, 64–65
Herb Kelleher on, 98
strength in, 190
100 Best Companies to Work For list, 123, 177–178, 188
The Hungry Spirit (Handy), 77
Implicit bias, 192
Implicit bias training, 52
Improvement, seeking continual, 177
Incivility, effects of, 92–95
Inclusion, 51
Indecency:
high cost of, 54–55
lack of tolerance for, 128–129
Indian Journal of Public Administration, 43
Influence, of decencies, 77–78
“The Ingredients of Leadership” (Lukaszewski), 14
Institutional perks, 33–34
Institutionalized decency:
employee engagement with lack of, 27–28
examples of, 113–119
gaging, in hiring process, 60–62
integral to good culture, 24
and stated values, 30–31
and values, 187
(See also Decency(-ies))
Integrity:
as core value for companies, 29
cultivating, with daily business practices, 40
and decency, 181–183
as leadership characteristic, 193
Intentional communication, 174–176
Intentions, actions vs., 44
Internal job transfer, 160
Intrapreneurship, 120–121
Iverson, Ken, 96
Job candidates:
Job loss, effects of, 142
Job Seeker Nation Study (Jobvite), 110
Jobvite, 110
John Hopkins Bayview Medical Center, 84
Journal of Corporate Finance, 113
Kahn, William, 33
Kawasaki, Guy, 143–145
Kelleher, Herb, 8–9, 97–98, 189
Kennedy, Allan, 11
Klein, Rick, 75–76
Kofman, Fred, 26
Kohl, Herb, 61
Kohl, Maxwell, 61
Kohl’s, 61
Korn Ferry, 109–110
Kouzes, Jim, 43
Kozlowski, Dennis, 6
Labor laws, 112
Language:
collaborative, 47–48
related to employee separation, 146, 156–158
(See also Communication)
Lateral career movement, 137
Lawler, Ed, 83
Lay, Ken, 6
Layoffs:
communication about, 155–156
truthfulness during, 146
(See also Employee separation)
Leaders:
accessibility of, during layoffs, 146
as accountable for ethics, 182
assumptions about employee needs by, 56–57
enabling employee engagement, 41
purpose activated by, 111
as reason for employee turnover, 55–56
treatment of rejected applicants by, 61
views of employee engagement by, 191
work life and personal life of, 23
Leadership:
accessibility of, to employees, 102
characteristics of, 193
decency in, 73–74
importance of good, 189–190
Herb Kelleher on, 97
purpose of, 100
rules for, 53
Leadership recovery strategies, 168–170
Leading Quietly (Badaracco Jr.), 78
Lee Hecht Harrison, 14–15, 46, 104–105
Lencioni, Patrick, 1
Lifetime Fred Award, 116
Logistics, of employee separation, 150–154
Los Angeles, California, 84
Love ‘Em or Lose ‘Em (Kaye and Jordan-Evans), 58
Lukaszewski, Jim, 15–17
“Civility and Decency Manifesto” of, 9–10, 78–80
“The Ingredients of Leadership” of, 14
on management pathology, 7
on training, 89–90
on trust-busters, 5–6
on truth, 175
Lukaszewski on Crisis Communication (Lukaszewski), 15
Lying, 180–181
Madoff, Bernie, 6
Madoff investment scheme, 1
Major League Baseball, 91
Malcolm Baldrige National Quality Award, 115
Management:
pathology of, 7
support of employees by, 22–24
Management by walking around (MBWA), 32
The Manager’s Book of Decencies (Harrison), 14
Marshall School of Business, 93
Material benefits, 56–57
MBWA (management by walking around), 32
McCord, Patty, 100
McKinsey and Company, 26–27
Meal coaches, 125–126
Meaning:
desired by employees, 57–58, 193
and employee engagement, 107–108
in high performance environments, 27
The Meaning Revolution (Kofman), 26
“Measuring the Impact of E&C Programs,” 87
Media coverage, of layoffs, 150, 155
Meetings, 119
Memories:
made by decencies, 89
made during employee separation, 161–162
Mentoring, 115–116
Mercer, 54
Messages, sent by decencies, 46, 49–50
Metso Minerals Industries, 115–116
Millennial Impact Report (Achieve Consulting), 134
Millennials:
and employee engagement, 130–139
rejection of hierarchal models by, 59
work-related characteristics of, 127
Minglers Restaurant and Pub, 20
Misconduct, 38–39
Misleading, 179
Mission statement, of Microsoft, 65 (See also Purpose statements)
Mobile phone industry, 65
Multigenerational workplaces, 130–139
Multitasking, in meetings, 119
Murphy, Joe, 191
Mutual Fun platform, 120–121
Nabisco, 62
Nadella, Satya, 63–65
Nassetta, Chris, 124
National Association of Female Executives, 103
Negative statements, 78–80
Netflix, 100–101
“Netflix Culture: Freedom & Responsibility” PowerPoint deck, 100–101
Nike, 66–67
Nissan, 1
Nokia, 65
Nooyi, Indra, 89
Notification, of employee separation, 152–153, 155–156
Nucor, 96
Obligations, 44–45
Office of Personnel Management (U.S.), 117
Oklahoma! (musical), 101–102
Onboarding process, 121
Open-mindedness, 98
Openness, in communication, 174
Organizations:
examples of employee engagement at, 113–119
feel of, 77
success of, 21
Outcomes, focus on, 173–174
Outplacement industry, 142
Pass-around awards, 117
Passion, for work, 58–59
Payoffs, of employee engagement, 111–113
Peer-to-peer recognition programs, 121, 138
“Performance Enablement” performance review process, 127
Performance management:
and employee engagement, 26
generational differences in, 127–128
during layoff process, 156
of millennials, 138
Perks, for employees, 111–113
Personal attention, 62–65
Plain Talk (Iverson), 96
Positivity, 171–172
Posner, Barry, 43
Post-crisis recovery mantra, 170
Powell, Colin, 11
Preparation, for employee separation, 148–150
“The Price of Incivility,” 54
PricewaterhouseCoopers (PwC), 36, 67–69
Principal Financial Group, 102–103
Problems, finding solutions to, 138
Promises, broken, 178–179
Pryor, Greg, 127–128
“Psychological Conditions of Personal Engagement and Disengagement at Work” (Kahn), 33
Purpose:
and employee engagement, 107–108
and employee retention, 123
as leadership characteristic, 193
Purpose statements, 66–71
Pursley, Pat, 104
PwC (PricewaterhouseCoopers), 36, 67–69
PwC Code, 68–69
“RE” generation, 4
Recognition:
peer-to-peer programs for, 121, 138
Redeployment, 160–161
Reference statements, 158
Regulations, 78
Reich, Robert, 62–63
Re/Max Benchmark Realty Group, 99
Replication, of decencies, 50
Reporting, on companies’ ethics, 2–3
Reputation impact, 188
Resilience, 13–14
Respect, 59
Responsibility:
accepting, for layoffs, 144
social, 139
Responsiveness, in communication, 175–176
Rite-Solutions, 120–121
Ritz-Carlton, 114–115
Rogers, Fred, 178
Role models, 95–98
Rudeness, 92–95
Safety, of workplace, 112
Sam’s Club, 154–155
Sandberg, Sheryl, 100
Sapienza, Paola, 29
Sarbanes-Oxley regulations, 1
Scalable, decencies as, 113–114
SCCE (Society of Corporate Compliance and Ethics), 187
Schein, Edgar, 73
Schmitt Company, 89–90
Schultz, Howard, 51–52
Schwab, Charles, 190
Schweitzer, Albert, 98
Score Recruitment, 75
“Seat at the table”:
desired by millennials, 135
providing employees with, 59
Security, 161–162
Self-forgiveness, 181
Shifts, selection of, 118
SilkRoad, 109
Small decencies, 74–76
as commitments, 187
and implicit bias, 192
power of, 71
Small Decencies (Cowan), 8
Smeltzer, Dawna, 115–116
Social connectedness, 139
Social responsibility, 139
Society of Corporate Compliance and Ethics (SCCE), 187
Southwest Airlines, 8–9, 97, 113, 189
The Spirit of Fred Award, 116
Stakeholders, 38
Stand-alone employee engagement programs, 27
Stanford University, 77
“State of the American Workforce” report (Gallup Organization), 25, 32
“State of the Global Workplace” report (Gallup Organization), 25, 108
Stated values, 29–31
Stoppard, Tom, 141
Stories:
catalyzed by decencies, 46
creation of, 11–12
and decency, 187
indelible, in culture, 98–105
lasting power of, 30
Strategic planning, 119–120
Strategy(-ies):
during employee separation, 143–145
Herb Kelleher on, 97
leadership recovery, 168–170
Strength in humility, 190
Stumpf, John, 70–71
Sullenberger, Chesley B. (Sully), 19
Sunbeam, 6
Supervision, for millennials, 134
Support:
offered to separated employees, 145
withholding, 180
“The Surrey with the Fringe on Top” (song), 102
Survivors, of layoffs, 143, 145–146
Survivor’s guilt, following layoffs, 143
Sustainability, of decencies, 50
Talent development:
and employee engagement, 53–54
focus on, by millennials, 135–136
Talent professionals, 109
Tangibility, of decencies, 49–50
Teamwork, 134
Technology, in remote work, 32–33
Telework, 32 (See also Remote work)
Temperamental doctors, 83–84
Ten Core Values (Zappos), 86
Theranos, 1
Thomson Reuters, 112
“A thousand points of light,” 89
3M:
intrapreneurship at, 120
layoffs at, 151
purpose statement of, 66
Timing, of layoffs, 144, 152–154
TMP Worldwide, 75–76
Tone at the top, 85–86
Top 10 Most Trustworthy Public Companies, 188
The Trade Desk, 128–129
Transactional interactions, 45
Transformational, decency as, 45–46
Transparency:
in communication, 176
in layoff process, 147–148
Trust:
in crisis case study, 177–181
of employees, in companies, 36–37
importance of, 5
increased by ethics and compliance programs, 87
reestablishing, 169–170
Trust Across America, 188
Trust Index® survey, 123
Truthfulness:
in communication, 175
in employee separation, 158–159
during layoffs, 146
Turnover:
and mentoring, 116
and millennials, 135–136
negative effects of, 23
Twinkle Awards, 104–105
Twitter, 155
Two-minute schmooze, 46–48
Ueberroth, Peter, 91
Uniform design, 114
Unilever, 120
University of North Carolina, 92
Values:
actions as evidence of, 85
being true to, 8
consumers and investors interest in, 37–38
in employee engagement, 34–35
employee engagement and stated, 29–31
and institutionalized decency, 187
integrity as, 29
of millennials, 133
in mission statements, 68–69
stated, 29–31
at Zappos, 86
Verbal abuse, 93
Virtues, 49
Vulnerability, instilling, 64–65
W. L. Gore & Associates, 157
Wall Street (film), 178
Wall Street Journal, 52
Walmart, 154–155
Walt Disney World, 116
Washington Post, 55
Weber, Lauren, 36–37
Wegman, Danny, 126
Wegman, Robert, 95–96
Wegmans Food Markets, 78, 95, 125–126
“What’s Working” survey (Mercer), 54
Whitewater leadership, 4–5, 11–12
Whole Foods, 71
Withholding support, 180
W.L. Gore, 63
Wood, Jody, 125–126
Workday, 127–128
Working Mother magazine, 103
Workplace, health and safety of, 112
Workplace Gender Equality Agency, 103
World of Thanks Awards, 117
WorldCom, 1
World’s Most Admired Companies, 188
World’s Most Ethical Companies, 188
Zappos, 86
Zingales, Luigi, 29
Zitron, Ed, 155