Includes bibliographical references (p. 110).

Machine generated contents note: Part 1: The Case for Accountability -- Getting Work Done Through Others3 -- G athering Feedback6 -- Part 2: The Manager/Employee Relationship -- Establishing Positive Expectations11 -- C reating R apport15 -- Using the Pacing Technique17 -- Improving Listening Skills18 -- Common Responses and Their Risks21 -- Diffusing Emotion Through Active Listening22 -- Lessening Employee Dependency25 -- Developing Relationship Contracts27 -- Part 3: Leadership & Management Skills -- D efining Leadership33 -- Setting Goals to Communicate Your Vision34 -- Involving Employees to Create Buy-In36 -- Determining the Action Steps37 -- Empowering Employees Through Delegating38 -- Recovering and Learning from Mistakes48 -- Part 4: Communication Tools That Build Accountability -- Matching Personality Type57 -- Communicating Win-Win Messages62 -- Giving Strokes to Get Results68 -- Confronting Unacceptable Behavior72 -- Performing a Relationship Audit83 -- Part 5: Follow-up Ideas for Skill Development -- Maintain Your Momentum93 -- Establish an Action Plan94 -- Reward Yourself95 -- Continue to Work at It97 -- Appendix -- Author's Notes on the Case Studies101 -- Author's Suggested Responses to Exercises107 -- Recommended Reading110.