vii
Contents
Preface ....................................................................... ix
Introduction ...........................................................xiii
1 Eliza’s Bad Monday at HDS Tech ...................1
2 Golden Nuggets ...........................................11
3 Bedtime with Badger and Coyote ................21
4 Quiet Kirby ..................................................33
5 The Stories We Tell ......................................43
6 Dear Old School Days ..................................49
7 The Communication Preferences of Homo
sapiens .........................................................55
8 The Language of DISC .................................67
9 Sales vs. Customer Service ...........................81
10 The Only One You Can Change Is You ........91
11 Dave’s Critical Conversations .......................99
12 Feedback for Claire ....................................107
viii ◾ Contents
13 Lunch with Karen ...................................... 117
14 It’s All about Trust ..................................... 123
15 Making Promises .......................................137
16 Managing Promises ................................... 145
17 Unpacking Baggage and Restoring Trust .... 159
18 Actions vs. Intentions ................................ 171
19 Components ofCollaboration ....................177
20 What Eliza Knows—Resources for
Managers: Components of Collaboration ... 189
The Importance of Behavioral Style ................... 191
The Language of Trust ......................................... 195
Making and Managing Promises ......................... 199
Critical Conversations ........................................... 201
The Badger and Coyote Bring It All Home ........206
Eliza’s Golden Nuggets for Managers .................. 207
Author’s Note .................................................... 209
Acknowledgments ............................................ 211
Resources for Managers from Afnity HR
Group, LLC .......................................................213
Index ................................................................ 217
About the Author ..............................................223
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