Index A Accountability, modeling and building, 85­109 Accountability Self-Check and Orientation assessment, 92­96 action guide, 109 critical incidents, 100­104 delegating accountability, 97­100 delivering results as goal, 85­86 demonstrating accountability, 90 employee behavior, 96­97 manager behavior, 31, 88­90 "shadow of the leader," 97­104 struggle for success, 5­7 symbolic acts as positive example, 104­108 touch and ownership, 86­88 Accountability techniques, 111­135 action guide, 135 coaching, 119­122, 134 employee performance appraisals, 112­113 5:15 Report, 122­125, 134 keep it simple, 1 make employee interactions important, 112 operations review, 127­129, 135 performance agreement, 126­127, 134­135 Accountability techniques (cont'd ) performance appraisal, 129­131, 134­135 performance improvement plan, 131­135 performance management plan, 133­134 surprise workplace visit, 34, 114­117 unexpected follow-up phone call, 117­119, 134 Acquire new customers, Four Fundamentals, 44, 70 Action guide accountability, modeling and building, 109 accountability techniques, 135 culture of performance, 190 keep it simple, 83­84 managing distractions, 167 mindset of successful manager, 153 results focus, 62 success, manager struggle for, 17­19 trust, 40 Address specific performance issues, 36 Afternoon, workday with results focus, 52­53 All-about-me syndrome, 12­14, 140 American Bell Inc., 183 Ameritech Mobile, 139 Apple iPhone, 160­162 195