Index

A

Abbott Vascular, 82, 89–92

Accountability insurance, as stakeholder, 141

Active listening:

FeedForward, 144, 185

vs. one-upping (Habit 8), 61–62, 110, 177

vs. selective hearing (Habit 4), 50–52, 177

Advertising, recruiting stakeholders, 138–139, 181

AIDA (attention, interest, desire, and action), 21–22

Amenities, and customer expectations, 8

Apathy, as failure to be present, 42–43

Apologies:

explaining failure (Habit 11), 67–68, 97, 178

never saying you are sorry (Habit 12), 69–70, 97, 178

throwing others under the bus (Habit 13), 71–72, 97, 111, 178

Apprehension and the power of mindset, 98

Ask:

being present, 160

for FeedForward, 144

(See also Daily questions, peer coaching)

Assets, value of human, 7–8

B

Because of vs. in spite of, behavior selection, 118–119