INDEX

absence leadership, 131–132

culture and, 165–192

strategy and, 135–163

Adams, John, 3

Advanced Micro Devices (AMD), 62

after-action reviews, 79

agony of the super smart (ASS), 40

AirBnB, 102

“A” leaders, 132

Amazon, 158

Anheuser-Busch, 107–108

Apple, 113, 143

Aristotle, 34

attribute maps, 137, 139–140

auftragstaktik, 17

authenticity

in digital age, 52–54

triggers, 52–53

trust and, 34–37, 47–54, 57

Average You, 139

Azzarello, Patty, 139

“balanced slates,” 103–104

Basch, Michael, 165–166

Bee, Samantha, 102–103

belonging, 12, 13, 87, 89–127

Bezos, Jeff, 158

bias, 47, 92, 93, 115, 116

Bird, Larry, 45

Black Googlers Network, 5

Black Lives Matter, 24

black working moms, 126–127

Blendoor, 103

blind submissions, 102

bro culture, 180

Brown-Philpot, Stacy, 5, 148–152, 161

Bummer You, 139

Burns, Ursula, 101

Carlzon, Jan, 159–160

change

beginning, 90–91

to culture, 167, 182–185, 186–190

managing, 152

resistance to, 92–94

Chouinard, Yvon, 42

Coleman, Debi, 77

common information effect, 48–49

communal workspaces, 40

communication

of change, 152

of devotion, 82–84

directness in, 22–23

effective, 45–46

of strategy, 156–161

communication triangle, 46, 56

compensation, 121–122, 146–148

constructive advice, 75–76

Corning, 80–81

Costco, 44

cultural fit, 102–104

cultural values, 166–172

at Netflix, 168–169, 172

at Riot Games, 124, 181

at Uber, 32, 55

culture, 12–14, 132, 165–192

changing, 167, 182–185, 186–190

defined, 166–169, 172

examining your, 176–178

humor and, 170–172

of inclusion, 104–108

problems, 172–182

role of, 165–166

Culture Change Playbook, 182–185

culture of inclusion, creating, 104–107

culture warrior, 168, 177, 182

Curl-Mix, 157

deeply/simply communication, 158

#deleteUber, 31

DeLong, Tom, 90–91

Dempsey, Martin, 16–17

development, 109, 112–114

devotion, 62–67, 72–73, 74, 81, 82–84

diverse teams, 48–49

diversity, 89–90

attracting diverse talent, 95–104

celebrating, 105, 107

cherishing, 105, 107–108

Doukeris, Michel, 107–108

Drucker, Peter, 132

Drybar, 157

Dunaway, Cammie, 96–97, 102

Duolingo, 96–97

Dweck, Carol, 72–73, 74, 191

Edmondson, Amy, 107

1844 organization, 96

empathy

constructive advice and, 75

future of work and, 42–44

trust and, 34–41, 51, 57

empathy wobble, 39–41, 42

employees

attracting diverse, 95–104

development of, 109, 112–114

firing, 84, 85–86

investment in, 44, 55–56

outside lives of, 83–84, 100–101

promotion process for, 114–115, 116

retaining, 120–122

selection of, 102

supporting queer, 110–113

toxic, 123

wages of, 146–148

empowerment leadership, 4–5, 10–15, 18–21

in action, 16–18

belonging and, 90

commitment to, 116

development of, 71–87

getting started with, 22–23

Endeavor, 121

equal opportunity, 104–114

equal pay, 121–122

Escobari, Marcela, 43–44

exit interviews, 175

Facebook, 102

FedEx, 165–166

feedback

giving effective, 22–23

positive, 73–76

fidelity, 61, 63, 64, 66, 73

firing, with respect, 85–86

forgiveness, 123

Fowler, Susan, 31, 174

Franco-Prussian War, 17

Freire, Paulo, 44

Gandhi, Mohandas, 24

Gelb, Scott, 124–126

gender bias, 117–118

gender equity, 91, 115

gender identities, 110–112

gig economy, 148

GLAAD, 110

good jobs research, 147–148

Google, 5, 79

grace, 123, 124–126

Grace Hopper Celebration, 96

Gross, Terry, 82

growth mindset, 72–73, 191

Hannenberg, Emily, 17–18

Harvard Business School, 91, 115, 122, 186–190

Hastings, Reed, 169, 172

high standards, 77–81

hiring quotas, 104

Hoffman, Reid, 9, 11

Hogan, Kathleen, 116, 191

Holder, Eric, 51

homogenous teams, 48–49

Hoobanoff, Jamie, 98

HP, 139

Hsieh, Tony, 146

Huffington, Arianna, 7, 32

human resources life cycle, 90

Human Rights Campaign, 110

humor, 170–172

identity

gender, 110–112

letting go of, 71–72

implicit bias, 116

improv, 20–21

inclusion, 50, 89–91

attracting diverse talent and, 95–104

commitment to, 116

culture of, 104–108

dial, 104–105

equal opportunity to thrive and, 104–114

growth and, 124

levels of, 104–108

promotions process and, 114–115, 116

of queer people, 110–112

resistance to, 92–94

at Riot Games, 124–126

talent retainment and, 120–122

working toward full, 126–127

inclusive hiring, 97

inclusive meetings, 108–109, 112–114

inclusive teams, 49, 89

“indignities” list, 101

informal development, 112–114

information

common information effect, 48–49

learning from new, 54

Innova Schools project, 69–70

Intel, 79

Intercorp, 67–70

Isaac, Mike, 172–173

Isaacson, Walter, 77

JetBlue, 44, 167

Jobs, Steve, 77, 80–81

Johnson, Claire Hughes, 14

jokes, 170–172

Jordan, Michael, 3

Joyce, Meghan, 31

justice, 60–61, 63, 65, 66, 67, 71, 87, 122–123

Kalanick, Travis, 31–32, 51, 54, 172–176, 178–179

Kelleher, Herb, 136–138, 161

Khosrowshahi, Dara, 55, 56, 178–179

Krause, Aaron, 157

Landit, 14

language, “I” vs. “we,” 84

Laurent, Nicolo, 124

leaders

“A,” 132

absence of, 131–132

cultural, 185, 190–192

expectations of, 62, 77–81

integrity of, 60–61

signs of self-distracted, 6–8

unapologetic, 24–25

underrepresented, 18–19

visibility of queer, 113

leadership

See also empowerment leadership

justice and, 60–61

new definition of, 4–5, 8–9

outward orientation of, 2, 4–5, 8–12

performance curve, 10, 133

standards-devotion matrix of, 62–67, 70–87

traditional models of, 1–2

trust as foundation of, 33–34

Leadership Agency, 98

leadership profile, 64–65

LGBT+ people, creating inclusive spaces for, 110–112

LinkedIn, 9

little red book, 159–160

logic, 34–37, 41, 45–46, 51, 57

love, 12, 13, 57, 59–87

devotion and, 72–73

from expectations to, 77–81

from neglect to, 81, 84

tough, 62, 86–87

loyalty, 60, 67, 77

Marcario, Rose, 42–43

Mariscal, Marguerite Zabar, 160

Maximus, Valerius (ValMax), 59–62, 71, 72

McCord, Patty, 168–169, 172

McMillon, Doug, 2

meetings, 40–41, 55

inclusive, 108–109, 112–114

Memorable Deeds and Sayings (Maximus), 59–61

mentoring, 78–79, 109

meritocracy, 68, 109, 178

#MeToo, 24

Microsoft, 116, 191–192

Mikitani, Hiroshi, 161

Miller, Jo, 102–103

mindfulness, 52

Mission Command, 16–18

Moltke, Helmuth von, 17

Moments of Truth (Carlzon), 159–160

Momofuku, 160

Morgan, Jen, 2

Nadella, Satya, 116, 191–192

Neeleman, David, 167

Neeley, Tsedal, 161

neglect, 63, 65, 66, 67, 81, 84

Netflix, 168–169, 172

network effects, 153

NFL, 103–104

Nohria, Nitin, 122–123

O’Brien, Deirdre, 113

OKR (objectives and key results) system, 79

One-Strike-and-You’re-Out You, 64

O’Reilly, Tim, 143, 144

organizational change, 90–91

See also change

resistance to, 92–94

other people’s awesomeness (OPA), 23, 74

others

abilities of, 7

believing in, 22

curiosity about, 6, 82

empowerment of, 4–5, 54, 71

helping, 82–83

importance of, 2, 4

learning from, 45

orientation toward, 15

performance of, 9–12

seeing potential of, 14–15, 22, 23

outside lives, 83–84, 100–101

Patagonia, 42–43

Pawsitive Dog, 75–76

pay gap, 121–122

PayPal, 9

performance reviews, 80, 116, 117–119

PFLAG, 112

positive reinforcement, 22–23, 73–76, 78

praise, 73–74, 78

presence, 29–30, 40–41, 131

pricing decisions, 141–143, 144

primate brain, 52

private bathrooms, 111

profitability, 142, 143

promotions process, 114–115, 116, 119, 121

pronouns, 111

Prophet, Tony, 107, 122

psychological safety, 47, 107

public bathrooms, 111

Queer Eye, 15, 18

queer identities, 110–112

queer people, creating inclusive spaces for, 110–112

QuikTrip, 147–148

quotas, 104

radical accountability, 175

See also radical responsibility

radical responsibility, 10, 40, 123

See also radical accountability

Rakuten, 161

Rapinoe, Megan, 121–122

reconciliation, 122–123

recruitment process, 95–104

redemption, 123

representation tax, 120–121

retainment, 120–122

Revere, Paul, 24

Riot Games, 124–126, 168, 179–182

Rodriguez-Pastor, Carlos (CRP), 67–70

Roizen, Heidi, 117–118

Romney, Mitt, 99

Rooney, Dan, 103

Rooney rule, 103–104

root cause analysis, 115

Roseboro, Angela, 125

safety, 105, 106, 107

Safe Zone Project, 112

Saint John, Bozoma, 2, 121

Salesforce, 107

Sandberg, Sheryl, 5, 126, 169

SAP, 2

Sasser, Earl, 94

Scandinavian Airlines (SAS), 159–160

Schein, Edgar H., 167, 168, 177

Scooby Snacks, 78

Scrub Daddy, 157

self-distraction, 6–8, 18–19

self-improvement, 20–21

self-trust, 56–57

severity, 61, 63, 64–65, 66, 67, 77

sexual harassment, 106

Shark Tank, 156–157

“sink or swim” approach, 109, 112

SMART goals, 79

Smith, Fred, 166

social media, 52

Southwest Airlines, 136–138, 161

standards-devotion matrix, 62–67, 70–87

standard setting, 78–80

Starbucks, 168

Stonewall, 110

strategic confusion, 135

strategic value stick, 145, 150, 151, 155

strategic wedge, 152–153, 154–156, 191

strategy, 12–14, 132, 135–163

changing, 162

communication of, 156–161

defined, 136–138

growth, 152–154

planning, 154–156

strategic trade-offs, 136–141

suppliers and, 144–148

value-based, 135–136

value creation and, 141–144

writing about, 158

Stripe, 14

Su, Lisa, 62

Sulla, 72, 73

Super Pumped (Isaac), 172–173

Super You, 139

suppliers, 144–148, 153–154

talent

attracting diverse, 95–104

retaining, 120–122

task forces, 92

TaskRabbit, 5, 148–152, 161

Tatum, Lisa Skeete, 14

teams

building, 54

diverse, 48–49

leadership of, 13

terminations, 84, 85–86

360-degree reviews, 117–119

“toe-stepping,” 178–179

Ton, Zeynep, 147–148

tough love, 62, 86–87

toxic employees, 123

Toyota, 153–154

Toyota Production System (TPS), 153–154

trade-offs, 136–141

Trader Joe’s, 44

trust, 12, 13, 31–58

attributes of, 34, 36

authenticity and, 34–37, 47–54, 57

diagnosing your own level of, 35–39

empathy and, 34–41, 51, 57

as foundation of leadership, 33–34

logic and, 41, 45–46, 51, 57

rebuilding, 1, 55–56

in yourself, 56–57

trust anchor, 35, 37

trust drivers, 34, 35

trust triangle, 34, 36–37

trust wobble, 35–39, 42–44

Twitter, 102

Uber, 31–32, 51, 54–56, 114, 172–174, 178–179

United States Army, 16–18

USAID, 43

US Soccer Federation (USSF), 121–122

ValMax. See Maximus, Valerius

value-based strategy, 135–136

value creation, 141–144

values, weaponized, 173–174

value stick, 145, 150, 151, 155

Vanguard, 161–162

Vickery, Jenifer, 75–76

wages, 121–122, 146–148

Walmart, 44

weaponized values, 173–174

Webb, Alli, 157

Weeks, Wendell, 80–81

WeWork, 97, 101–102, 103

whistleblowers, 174

willingness to pay (WTP), 142, 143, 144, 145, 153

willingness to sell (WTS), 144–145

women

black working moms, 126–127

gender bias and, 115

pay gap and, 121–122

performance reviews of, 117–119

promotion of, 115, 117–118

recruitment of, 98–102

sexual harassment of, 106

work, future of, 42–44

Workforce of the Future Initiative, 43

Xerox, 101

Yahoo! 96

You

Average, 139

Bummer, 139

One-Strike-and-You’re-Out, 64

Super, 139

Zappos, 146