- A
- Accountability, progress reporting (usage), 162–163
- Acknowledgment validation, 46
- Advice, feedback (contrast), 125
- After-action review template, manager usage, 79
- Agility, feedback loops (usage), 163
- Alignment
- creation, Linkup (usage), 55–56
- ensuring, 207
- Allen, David, 152
- Amygdala hijacking, 72
- Anxiety, presence, 171–172
- Appointments/deadlines, 152
- Ariely, Dan, 147
- Ask Me Anything (AMA) sessions, 232–233
- Authentic questions, asking, 108
- Autonomy
- brain craving, 171–177
- diagnosis/increase, 172–176
- enabling, Linkups (usage), 56
- peripheral autonomy, 176
- presence, 171–172
- questions, sample, 176–177
- satisfaction, addition process, 172
- B
- Banana Principle, usage, 267–268
- Because, power, 57–58
- Behavior
- blur words conversion, 118
- capture, Deblurring (usage), 117
- observation, 244
- Behavior (Q-BIQ method component), 116–119, 244
- Behavioral cues, creation (Refreeze phase tool), 271–272
- Behavioral units. See Core behavioral units
- Benefit linkup, 58
- Benson-Henry Institute for Mind Body Medicine (exercise), 66–67
- Biases, impact, 33–34
- Big picture thinking time/place, designation, 73
- Blurry feedback/praise, usage, 33
- Blur words
- Body language, impact, 188–189
- Brain cravings, 165
- Brewer, Marilynn, 187
- Bucket Method, usage, 149–150, 158
- Business needs
- Business needs, identification, 281–285
- Buy-in (obtaining)
- confidence level, 92
- Linkups, usage, 57–58
- C
- Cadence, creation, 297–298
- Calendar blocking, usage, 147
- CAMPS. See Certainty Autonomy Meaning Progress Social inclusion
- Capability, absence, 290–291
- Capability gap, 285–286
- Capability map
- draft, creation, 283
- gap analysis, equivalence, 284
- sharing, 285
- Capability mapping, 281–285
- Care statement, 45
- Certainty (brain craving), 166–171
- diagnosis/increase, 167–171
- questions, sample, 170
- Certainty Autonomy Meaning Progress Social inclusion (CAMPS), 165, 192
- listening tour (unfreeze phase tool), 255–260, 273
- extension, 268
- insights, application, 267
- questions, sample, 257
- stakeholder needs, 265–266
- Change
- change phase, 263, 265–269
- curve, 266
- Do-Over, 258–259
- necessity, absence, 263, 274–275
- initiative, example, 252–253
- leading, 252
- My Lab Report, 276–277
- My Learning Tracker, 277
- normalcy, retention, 273, 275–276
- normalization, 273
- phases, 253–254
- pitch, 261
- Practice Station, 264–265, 269
- versions, 255, 258–259, 263, 274–275
- Checklist, creation, 271
- Checklist Manifesto, The (Gawande), 271
- Clarity (creation), playbacks (usage), 20
- Closed Loop Culture, creation, 153–154, 158
- Coaching
- Conundrum, Complaint, Confidence, Completion (4Cs), 95–96
- deblurring, 94
- defining, 94
- moments, observation, 95–96
- next steps coaching questions, 101–102
- obstacles coaching questions, 99–100
- options coaching questions, 100–101
- problems, 95
- Q-step, 105
- Success coaching questions, 98–99
- Success, Obstacles, Options, and Next steps (SOON) Funnel, 96–105
- time, absence, 107–108
- Coaching skills, 90, 94
- development, 94–95
- Do-Over, 103–104
- My Lab Report, 109–110
- My Learning Tracker, 110
- Practice Station, 102–103, 105–106, 108–109
- versions, 97–98, 103–104
- Cohen, Jordan, 268
- Commitment (catalyzing), Q-stepping (usage), 11
- Complaint, 95–96
- Completion, 95–96, 185
- Compliance, improvement, 57
- Conference, planning, 55–56
- Confidence, 95–96
- Conflict resolution, 112
- Consistency (certainty-building tactic), 166
- Consistent Capture System (CCS), 151–154, 157, 158, 182
- Content playback, 21
- Conundrum, Complaint, Confidence, Completion (4Cs), 95–96, 183
- Conversation template, co-creation (certainty-building tactic), 166
- Core behavioral units (core BUs), 2, 301–302
- Core skills, 90, 281
- Course corrections, 243–244
- Criticism, reduction, 128–129
- Cross-function project, team (impact), 92
- Cross-pollinate (Explore meeting tool), 238–239
- Cummings, Stephen, 272
- Current state, question (answering), 282
- D
- DACI. See Driver Approver Consultants Informed
- Deblur, 2, 30
- Do-Over, 35–36, 38
- My Lab Report, 39
- My Learning Tracker, 40
- Practice Station, 31–32, 34
- usage, 139
- versions, 35–38
- Deblurring
- definitions, 32
- manager benefits, reasons, 32–34
- questions, 31
- usage, 117
- Debrief, excerpt, 78
- Deception quadrant, 146
- Deci, Edward, 165
- Decision making (improvement), deblurring (usage), 33–34
- Decision, validating, 107
- Delegating, 53, 61
- Demarcate extraction, 83
- Development expectations, setting, 297
- Dewey, John, 79
- Distractions, 155
- Driver Approver Consultants Informed (DACI) Model, Deblurring, 240–241
- Dunning-Kruger effect, 82–83
- E
- Early wins, planning (Change phase tool), 268–269
- Education Experience Exposure to role models (3Es) Model, 291–294
- Effective one-on-ones, 281
- Do-Over, 169–170, 174–175, 180–181
- necessity, absence, 184–185, 190
- My Lab Report, 194
- My Learning Tracker, 195
- Practice Stations, 163, 192
- skill, 91, 162
- versions, 167–170, 173, 178
- Einstein, Albert, 151
- Eisenberger, Naomi, 186
- Employee retention
- increase, validations (usage), 47–48
- prediction, engagement survey questions (usage), 48
- End Of Day (EOD), term (usage), 33
- End-user impact, motivator/feedback, 120
- Engagement
- factors, 165
- survey questions, usage, 48
- Existential vacuum, 177
- Expectations, Deblurring, 290
- Experience, 294
- Explore
- meeting purpose, 231
- meeting tools, 235–239
- Exposure. See Roles
- Extract, 3, 78
- lessons, 216
- My Lab Report, 87
- My Learning Tracker, 88
- Practice Stations, 84–86
- versions, 80–81
- Extracting process, visualization, 78–79
- Extraction types, 83
- F
- Feedback
- advice, contrast, 125
- culture, building, 112, 128–130
- defining, 112–113
- delivery, requirements, 114
- examples, 120
- giving, 53, 61, 91, 112, 179
- importance, reasons, 112–113
- improvement, deblurring (usage), 33
- loops
- pull for feedback extraction, 83
- pulling, 81–82, 129
- question/Pause, usage, 121–122
- receiving, 112, 125–126
- receptivity, Micro-Yes question (usage), 115–116
- sandwiching, avoidance, 118–119
- third-party feedback, delivery, 119
- touchpoints, creation, 130
- two-way conversation, 121
- Feedback skills, 90, 112
- Feelings
- playback, 21
- question, 44
- Fight-or-flight mode, 72
- Fires quadrant, 146
- Focus, 154–159, 178
- productivity challenge/symptoms, 136
- tools, 154–157
- Framing linkup, 58
- Frankl, Viktor, 177
- Future, attention, 199
- Future state, question (answering), 283
- G
- Gap analysis, 200–205, 217, 219
- absence, 201
- capability map, equivalence, 284
- checkpoints, setup, 203
- habit, 205
- Pausing, 202
- Gap conversation, 290–291
- Gawande, Atul, 261
- Giant nostril frame, 189
- Goal
- Deblurring, 182
- juggling, 209
- setting, 61
- uncertainty area, 168
- Goleman, Daniel, 72
- Gottman, John, 68
- H
- Habits, links, 271
- Head statement, 261, 262
- Heart rate, acceleration, 68
- Heart statement, 261–262
- Heen, Sheila, 126
- High leverage development, 289–291
- Honk urge, labeling, 12, 72
- I
- Idea quotas (Explore meeting tool), 237
- If-thens, 158
- co-creation, 154–156
- power, usage, 271
- Impact (Q-BIQ method component), 119–121, 244
- Impact/feasibility map (Narrow meeting tool), 241–242
- Impact linkup, 58
- Impact statement, usage, 244
- Implicit Linkup, 207
- Inclusive planning, 217–219, 228
- grid, 217
- habit, development, 219
- Practice Station, 218–219
- Incompetence, appearance, 107
- Individual development needs, 285–286
- Individual Development Plans (IDPs), 291–294
- Individual needs
- identification, 285–289
- mismatch, 290
- Inform
- meeting purpose, 231
- meeting tools, 232–235
- Information, processing levels, 44
- Innovation as Usual (Miller/Wedell-Wedellsborg), 238
- Innovation (sparking), pausing (usage), 67–68
- Innovative thinking, team production, 68
- Instant gratification, craving (push-pull), 12
- Investments quadrant, 146
- J
- J-curve, 266–267
- Job loss, miscommunication (impact), 20
- Job satisfaction, increase, 171
- Job security, uncertainty area, 168
- Judgment, deferral (Explore meeting tool), 236–237
- K
- Kanban board, 164
- Kanban System, usage, 157, 158
- Kanter, Rosabeth Moss, 266
- Klein, Gary, 83
- Kübler-Ross, Elisabeth, 266
- L
- Lag indicator, sample, 203
- Leadership
- scenario self-assessment, 91–92, 303–304
- skills, ranking, 90–91
- Lead indicator, sample, 203
- Learning extraction, 79, 80, 234
- Lewin, Kurt, 253, 272–273
- Limbic system, activation, 71
- Linking up, payoff, 56
- Linkup, 2, 52, 205–208, 219
- determination, 120
- Do-Over, 53–55, 59, 60
- implicit Linkup, 207
- importance, 55–58
- My Lab Report, 62
- My Learning Tracker, 63
- planning, 56
- Practice Station, 61
- triangle, 53, 206
- types, 58
- versions, 52–55, 59–60
- Listening tour. See Certainty Autonomy Meaning Progress Social inclusion
- Luna, Tania, 268
- M
- Macro pauses, 71, 73
- Managers
- after-action review template, 79
- deblurring benefits, reasons, 32–34
- effectiveness, Q-stepping (usage), 10–1210
- improvement
- example, 302
- validation, usage, 46–48
- leveraging ability, 92
- Linkup, importance, 55–58
- pausing, importance, 67–68
- positive impact, playbacks (usage), 20–21
- questions, asking, 11
- Meadow, Arnold, 236
- Meaning, 226–227
- addition process, 177–178
- brain craving, 165, 177
- diagnosis/increase, 178–181
- questions, sample, 181
- Meetings
- agenda, sample, 227–228
- facilitation, 112
- purposes, 231
- starting/stopping, timeliness, 141–142, 158
- Meetings mastery, 224
- 4P Opener, 225–231
- course corrections, 243–244
- Do-Over, 246–247
- My Lab Report, 248
- My Learning Tracker, 249
- Practice Station, 238, 241, 244–245
- skills, 91
- versions, 225, 229, 246–247
- Mere-exposure effect, 162
- Meso pauses, 71, 73
- Message, meaning, 44
- Me versus you mindset, 243
- Micro pauses, 71, 73
- Micro-Yes questions
- examples, 119–120
- usage, 115–116
- Miller, Paddy, 238
- Miscommunication
- avoidance, 122
- clarity, 207
- impact, 20
- prevention, deblurring (usage), 32–33
- Mistakes, making, 78
- Misunderstandings (catching), playbacks (usage), 20
- Most Important Things (MITs)
- Motivation, kick-starting, 156
- Motivators, defining, 120
- N
- “Name it to tame it,” 12
- Narrow
- meeting purpose, 231
- meeting tools, 239–243
- Needs playback, 21
- Newton, Isaac, 67
- Next steps coaching questions, 101–102
- No agenda, no attenda rule, company-wide adoption, 227
- Normalizing statement, 45
- Notes, usage, 152
- O
- Obstacles coaching questions, 99–100
- Onboarding conversion, 61
- One-on-ones. See Effective one-on-ones
- agenda template, 192–193
- autonomy satisfaction, diagnosis/satisfaction, 172–176
- meaning, diagnosis/increase, 178–181
- progress, diagnosis/increase, 183–185
- social inclusion, diagnosis/increase, 189–191
- usage, 179
- One-on-one structure
- autonomy satisfaction, addition process, 172
- certainty, addition process, 166–171
- meaning, addition process, 177–178
- progress, addition process, 182–183
- usage, 188–189
- Open loops, 151
- Optimal Distinctiveness, 187–188
- Options coaching questions, 100–101
- Opt outs, Validate, 228–229
- Organization, 151–154
- productivity challenge/symptoms, 136
- tools, 151–154
- Ornish, Dean, 260
- Oscillation competence, 67
- Outcome linkup, 58
- Overall linkup, 58
- Overcommunication (Refreeze phase tool), 270–271
- P
- Pacific Power and Light (PP&L), employee problems, 237, 239
- Parnes, Sidney, 236
- Passion linkup, 58
- Pause, 2, 66
- Do-Over, 70
- My Lab Report, 74–75
- My Learning Tracker, 75
- Practice Station, 74
- samples, 73
- types, 71
- versions, 69–70
- Pausing
- amygdala hijacking, 72
- goal, 260
- importance, 67–69
- People development, 280–281
- Do-Over, 295–296
- My Lab Report, 299
- My Learning Tracker, 300
- Practice Station, 283, 287–288
- skills, 91
- versions, 281–282, 284–285, 295–296
- People skills (development), Q-stepping (usage), 10
- Peripheral autonomy, 176
- Peripheral vision, narrowing, 68
- Personal benefit, 226–227
- Personal growth, motivator/feedback, 120
- Personal Interpersonal Organizational (3 Lenses Model), 210
- Person messages, deliberateness, 45
- Phatic communication, 188
- Planning fallacy, 142
- Plan, simplification (change phase tool), 266–268
- Playback, 2, 18
- benefits, 21
- Do-Over, 19, 24, 25–26
- feedback receiving step, 126
- My Lab Report, 26–27
- My Learning Tracker, 27
- opportunities, spotting, 24
- Practice Station, 22
- pull, 22
- types, 21–22
- usage, 139
- versions, 18–19, 23–26
- Pomodoro Technique, usage, 156, 158
- Praise, offering, 128–129
- Pre-mortem extraction, 83, 216
- Priorities, uncertainty area, 168
- Prioritization, 144–150
- productivity challenge/symptoms, 135
- questions, asking, 150
- tools, 145–150
- Problem diagnosis, Q-stepping (usage), 10
- Problem-solving skill, acceleration, 10, 20
- Process, 227
- Product, 226
- Productivity
- challenge/symptoms, 135–136
- creation, pausing (usage), 67
- problems (root cause), identification (Pausing usage), 136–137
- Productivity skills, 91, 134
- Do-Over, 137–138
- My Lab Report, 159
- My Learning Tracker, 160
- Practice Stations, 136, 158
- versions, 134–135, 137–138
- Progress, 226
- addition process, 182–183
- brain craving, 165, 182–186
- demarcation/tracking, 298
- diagnosis/increase, 183–185
- questions, sample, 185
- reporting, usage, 162–163
- task-based progress, 184
- updates, giving, 179
- Pros, Cons, and Mitigations (Narrow meeting tool), 243
- Prospective hindsight, practice, 216
- Public praise, ease, 130
- Pull for feedback extraction, 83
- Purpose, 226
- Purpose Product Personal benefit Process
- Purpose Product Personal benefit Process (4P) Opener, 225–231
- Q
- Q-step, 2, 6
- Do-Over, 9
- feedback receiving step, 126
- habit, 239
- My Lab Report, 14
- My Learning Tracker, 15
- Practice Station, 12
- Q&A, 107–108
- usage, 139
- versions, 7–10
- Q-storm (Inform meeting tool), 232–233
- Q-storming sessions, 233
- Quadrant Method, 158
- Quality/quantity, questioning, 6
- Question (Q-BIQ method component), 115–116, 121–122, 244
- Question, Behavior, Impact, Question (Q-BIQ) method, components, 114–125
- R
- Recharge quadrant, 146
- Recognition, usage, 34
- Reflect and apply extraction, 83
- Refreeze (change phase), 253, 269–272
- Relationship longevity, predictors, 68
- Request, making, 53, 61
- Resolution, SOON Funnel (usage), 97
- Resources, uncertainty area, 168
- Retros, scheduling, 130
- Ritual (certainty-building tactic), 167
- Rogelberg, Steven, 141
- Roles
- role models, exposure, 294
- rotation (Inform meeting tool), 234–235
- uncertainty area, 168
- Rorschach Test, 30
- Round-robins (Inform meeting tool), 233–234
- “Rowing in the same direction” analogy, 56
- Ryan, Richard, 165
- S
- Self-interruptions, 154
- Shatz, Carla, 265
- Signal-setting action, 129
- Situation, complexities (consideration), 199, 209–210
- Slushiness, 272–276, 290
- Small talk, usage, 188
- Social break, taking, 73
- Social inclusion
- brain craving, 165, 186–191
- building process, one-on-one structure (usage), 188–189
- diagnosis/increase, 189–191
- questions, sample, 191
- requirement, 187
- Split-track playback, 21
- Spreading activation, 20
- Stone, Douglas, 126
- Strategic thinking, 198
- Deblurring, 198–199
- Do-Over, 201–202, 208, 212–213
- habits, 199
- metrics, usage, 203
- mistakes, 92
- My Lab Report, 220
- My Learning Tracker, 221
- Practice Station, 204, 213–216, 218–219
- skills, 91
- versions, 200–202, 205–206, 211–213
- Stress
- levels, increase, 68
- reduction, validation (usage), 46
- Success coaching questions, 98–99
- Success, Obstacles, Options, and Next steps (SOON) Funnel, 96–105, 183
- Success/obstacles, problem, 99
- Sunstein, Cass, 271
- T
- Task-boxing, 184
- Task box, sample, 184
- Task component, visualization, 184
- Team
- engagement, characteristics, 164
- huddles, 234
- meetings, 164
- members
- answers, absence, 107
- leading, 235
- support/pressure, 293
- productivity, 140
- support, motivator/feedback, 120
- transitions, 190
- Telling mode, 106
- Thaler, Richard, 271
- Thanks validation, 46
- Theme, development, 297–298
- Third-party feedback, delivery, 119
- Time
- audit, conducting, 142–144, 157, 158
- awareness (productivity challenge/symptoms), 135, 139–144
- language, usage, 139–141, 158
- tracking, benefits-144, 143
- Tipping point skills, 90
- To-do items, 152
- Training, 78
- Triangulation trap, 119
- Trust building
- playbacks, usage, 21
- validation, usage, 46–47
- Trust, mere-exposure effect, 162
- Tzu, Lao, 234–235
- U
- Uncertainty, presence, 171–172
- Unconscious incompetence, 82–83
- Unfreeze (change phase), 253, 254–266
- Unintended consequences (UC) Checks, 214–217, 219
- Practice Station, 215–216
- usage, 218
- Urgency statement, 261, 263
- Us versus the problem mindset, 243
- V
- Validate, 2, 42
- Do-Over, 43
- My Lab Report, 48–49
- My Learning Tracker, 49
- Practice Station, 44–45, 47
- situation, 45
- types, 45–46
- versions, 42–43
- Validation
- Venn Zone, 289–291, 297
- Vision statement
- crafting (Unfreeze phase tool), 260–265, 273
- purpose, 265
- W
- Warm, deblurring definitions, 32
- Wedell-Wedellsborg, Thomas, 238
- Weekends, vacation days (equivalence), 73
- Why question, impact, 58
- Wins
- demarcation, Pausing (usage), 183
- early wins, planning (Change phase tool), 268–269
- Work, focus, 52
- Y
- Yes rate, increase, 57–58
- Z
- Zajonc, Robert, 162
- Zeigarnik, Bluma, 151–154
- Zoom Out
- conversation, 285–289
- questions, 288
- Zoom Out Guide, 286–287
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