SECTION11: TOOLS FORLEADINGMEETINGS
➠ 11.1 Process Cycle: Planning Effective Meetings and Events 336
➠ 11.2 Meetings: Purpose and Function in Workgroups
and Teams 339
➠ 11.3 Meeting Checklist: From Planning to Follow-Up 342
➠ 11.4 Meeting Roles 347
➠ 11.5 The Chairperson’s Role: Duties and Accountabilities 350
➠ 11.6 The Meeting Agenda: Why, What, and How 353
➠ 11.7 The Chairperson’s Opening Remarks 356
➠ 11.8 The Meeting Minutes: Why, What, and How 359SECTION12: TOOLS FORLEADINGRELATIONSHIPS
➠ 12.1 The Relationship Bank: Maintaining Working
Relationships 363
➠ 12.2 Building Trust into Working Relationships 366
➠ 12.3 Triangulation: The Surest Way to Damage
a Relationship 369
➠ 12.4 Giving and Receiving Feedback: The Dos and Don’ts 372
➠ 12.5 Preparing Yourself to Give Negative Feedback 375
➠ 12.6 The 5Cs: Escalating Confrontation Judiciously 378
➠ 12.7 Conflict: Five Levels for Dealing with Conflict 381
➠ 12.8 Dealing with Difficult People: A Timeless Leadership
Challenge 384
➠ 12.9 The Essentials of Customer Service 387SECTION13: TOOLS FORLEADINGPERFORMANCE
➠ 13.1 Coaching and Supporting the Success of Others 391
➠13.2 Coaching High-Performers: An Overlooked Element of Success 395
➠ 13.3 Accountability Agreements: Defining Accountability within
Organizations 399
➠ 13.4 Management by Objectives 402
➠ 13.5 Urgency and Importance: The Essential Elements of
Managing Your Time 406
➠ 13.6 Attribution Theory: Assessing Performance
and Behavior 409
➠ 13.7 Documenting Employee Performance and Behavior 412
➠ 13.8 Job Competencies: Measuring and Predicting
Performance 415CONTENTS INBRIEF ix