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Word: cost
Phrase: recognize that clarity is power (p. 198

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Assume the best motives p. 217

Accountable p. 213

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counterfeit is pretend listening

courage

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Commitment
listen first

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Word: Act
Phrase:

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Word: Authentic
Phrase: naming the "elephant in the room"

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Word: Accountability
Phrase:Violated expectations get translated into trust issues

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Phrase: Listen First ( pg. 214)

Word:  Commitments (pg. 222)

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Word: Listen
Phrase:  "listen with your eyes and your heart"

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Word: LISTEN
Phrase: IT"S A TWO-WAY STREET!!! pg. 196

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Phrase: Get Better
Word:  expectations

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word - "undiscussables"

phase - When was the last time you heard someone criticized for listening too much? (I know that's a sentence but .....)

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phrase: "hold yourself accountable" (pg 206)

word: risk-taking (pg 188)

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Word: Results
Phrase: Clarify Expectations

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"If you have a leadership role in an organization, on a team, or in a family, take steps to create an environment that makes it safe to make mistakes."

Ownership.
"You are your word."

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Leadership ultimately means understanding people. p. 218

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p. 182: Smart leaders create an environment that encourages appropriate risk-taking, an environment that makes it safe to make mistakes.

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"The illiterate of the 21st century will not be those who cannot read, and write but those who can not learn, unlearn, and relearn."

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Confront reality - is about taking the tough issues head-on

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Accountability builds extraordinary trust in the culture when people feel secure in the knowledge that everyone will be held to certain standards

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Regina :)

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"Always deliver what you say you will". p
216

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Unless we improve our capabilities dramatically, we're going to be inadequate to the challenge.  p. 184

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"Most often, in fact, it is the failures that bring about the breakthroughs and insights." (p. 188)

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Its about sharing the bad news as well as the good, naming the "elephant in the room", addressing the "sacred cows" and discussing the "undiscussables" p. 185
(Behavior #8 - Confronting Reality)

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Confront the reality, not the person. p. 197

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You must never confuse faith that you will prevail in the end- which you can never afford to lose- with the discipline to confront the most brutal facts of your current reality, whatever they may be. pg. 186

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"Almost all conflict is a result of violated Expectations"  - p. 192

accountable

"you find yourself blaming others..."

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While the other behaviors help you become a more trusted person or manager, this behavior (extend trust) will help you become a more trusting leader. pg 230