INDEX Edwards, Jettie, 141 egos, 181 Eight Steps to Engagement process, 123­127 e-mail, 91 emotion communicating with, 102 showing, 76, 85 employees bonding with, 67­68 character of, 15­16 firing, 170­171 hiring, 14, 24, 139 trusting, 149 encouragement, 26, 77­78 enforcement, of your standards, 173­176 engagement, 115­127 as business mandate, 117­119 and caring, 69­72 clarity and praise in, 121­123 eight step process for, 123­127 and motivation, 119­123 in preparation for meetings, 111 and self-confidence, 115­117 and understanding, 89­90 Enron, 12 The Enterprising Americans (John Chamberlain), 200 enthusiasm, 63 evaluation step (Eight Steps to Engagement), 126 example(s) setting, 107­108, 119­120 using, for better understanding, 94­96 using, in communication, 102 exchange value, of reputation, 5 expectations, setting, 157 external communication, 99­100 eye movement, as part of body language, 106 face-to-face communication, 91 facial expressions, 106 fear, of mistakes, 178 feedback asking for, 113 in Eight Steps to Engagement, 126 imagining, in decision making, 58­59 in performance reviews, 32­33 providing, 140 360-degree, 33­34 firing employees, 170­171 follow-up meetings, 33 Forbes, Walter A., 12 Ford, Henry, 200, 201 Ford, Pat, 13­14 Ford Motor Company, 200­201 Foundation for a Better Life, 37 fourth estate, 92 Fox, David, 140 framing, of discussions, 111 Friedman, Milton, on appropriate conduct, 133 207 Fuld, Dick, 12 fundraising, 62­63 Gaines-Ross, Leslie Galen, Michele, 39­40 goals, intent and, 168 Greenspan, Alan guidance, asking for, 30­31 Hakala, David, on leadership, 154­155 hand gestures, 107 "hard" results, 196­197 hard work, 23­25 heart, promoting for talent and, 75­77 Heggenes, Per, on values at IKEA, 162­164 hiring employees, 14, 24, 139 HR World, 154 human capital, 159 humility, 108, 155 Huxley, Thomas, on being right, 152 hypothetical situations, 120­121, 171, 195 Ibarguen, Alberto on asking questions, 92 on personal values, 165 on trust, 28, 155­156 on values, 37 IKEA, 162­164 IKEA Foundation, 162­164 imagery, 102 implementation step (Eight Steps to Engagement), 126 inclusion, 118­119 information in digital age, 155­156 from Internet, 118 power of, 109­111 in-person discussions, 91 inquisitiveness, 46 instructions, giving, 122 intangible assets, 158­159 integrity, 42, 144­145, 186 intellectual capital, 158 intent, 68­69, 168­170 internal communication, 99­100 Internet, 61­62, 118, 155, 184 interviews, preparing for, 97­99 introspection, 16­17, 182, 192 jealousy, 167 Jefferson, Thomas, on legacies, 64 Joenk, Steve on importance of values, 37 on leadership, 75 on menial work, 22­23 on mistakes, 177 on motivating people, 119­120 on taking a stand, 173 John S. and James L. Knight Foundation, 28 judgment, trusting in others', 144­145 American Management Association / www.amanet.org