| Chapters | Selection of Tools |
1: Beyond the Willing and Able Manager
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2: From Provider Orientation to Customer Obsession
| - Listening to Customers-Attitude Check
- Moving from Good to Impressive
- Quick Service Warm-ups and Service Recognition Warm-Ups
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3: From Silo Thinking to Organizational Perspective
| - Big Picture Interview
- Skip-Level Meetings
- Meeting Mix Memory Aid
- Mapping Downstream and Upstream Consequences
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4: From Directing to Coaching
| - Think of a Coach
- Delegation Roadblocks
- Coaching Model
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5: From Status Quo to Courage, Risk and Change
| - My Inner Talk
- Making Your Case for Change
- Where Are We Going and How Will We Get There?
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6: From Busyness to Results
| - Up-Front Results Imaging and Sticky-Note Planning
- Interruption Control
- Rapid Cycle Improvement Planning
- The Finishing Frenzy
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7: From Telling to Facilitating Dialogue
| - Create a Safe Container
- Setting Ground Rules
- Important Topics for Regular Communication
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8: From Protecting Turf to Building Relationships
| - Interdepartmental Partnership Contract
- Let’s Have Lunch
- Feedback Model
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9: From Function Manager to Business Leader
| - Outside-In Thinking
- Balanced Scorecard
- Strategic Sabbatical
- Straightforward Approach to ROI
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10: From Employee-as-Expendable to Employee-as-Precious
| - Employee Pulse
- Coworker Commitments for Workgroup Harmony
- Generational Differences
- Work-Life Balance Bingo
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11: From Pressure and Overwork to Balance and Perspective
| - “Ligging”
- Scheduling Your Priorities
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12: Becoming the Indispensable, Gratified Manager
| - A Tribute to You on Your Ninetieth
- Interviews with Respected Others
- Learning Process Preferences Audit
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