How Did That Happen?: Holding People Accountable for Results the Positive, Principled Way

279 Pages·2009·3.89 MB·English

by  Roger Connors

Table of Contents
Title Page
Copyright Page
Dedication
Acknowledgements
Introduction

Chapter One - THE OUTER RING
Chapter One - THE POSITIVE, PRINCIPLED WAY
Chapter Two - FORM EXPECTATIONS
Chapter Two - THE POSITIVE, PRINCIPLED WAY
Chapter Three - COMMUNICATE EXPECTATIONS
Chapter Four - ALIGN EXPECTATIONS
Chapter Four - THE POSITIVE, PRINCIPLED WAY
Chapter Five - INSPECT EXPECTATIONS
Chapter Five - THE POSITIVE, PRINCIPLED WAY
Chapter Six - THE INNER RING
Chapter Six - THE POSITIVE, PRINCIPLED WAY
Chapter Seven - EXAMINE MOTIVATION
Chapter Seven - THE POSITIVE, PRINCIPLED WAY
Chapter Eight - EVALUATE TRAINING
Chapter Eight - THE POSITIVE, PRINCIPLED WAY
Chapter Nine - ASSESS ACCOUNTABILITY
Chapter Nine - THE POSITIVE, PRINCIPLED WAY
Chapter Ten - CONSIDER CULTURE
Chapter Ten - THE POSITIVE, PRINCIPLED WAY

CONCLUSION
Appendix
Index
ABOUT THE AUTHORS
“How Did That Happen? addresses the missing piece of the equation for
improved results and profitability. . . . Accountability—it is the cornerstone of
any successful culture and continues to be for ours.”
Paul J. Byrne, president, Precor

“Congratulations on another practical and enjoyable book—a great next step in
the authors’ series on accountability, which has been instrumental to our
success.”
Brad Mason, group president, North America, BREG, an Orthofix
Company

“How Did That Happen? is required reading for anyone who has the privilege of
leading people. Connors and Smith have completely captured the importance of
accountability to the results and success of any organization.”
Tim Casey, vice president of operations, The Coffee Bean and Tea Leaf

“How Did That Happen? is a straightforward and first-class source for leaders to
internalize accountability at all levels of the organization.”
John A. Lieblang, sr. vice president, interactive media, and CIO, business &
technology, Valassis Communications, Inc

“How Did That Happen? provides a powerful road map to make accountability
happen in your organization.”
Clinton A. Lewis, Jr., president, U.S. operations, Pfizer Animal Health,
Pfizer, Inc.

“Connors and Smith have masterfully integrated relevant, factual stories with
sound insights that leave lasting imprints of practical advice.”
David J. Wunderli, president, OGIO International Inc.
“Thanks Roger and Tom for the valuable lessons we learned in How Did That
Happen? and for helping us recognize the key to creating greater
accountability!”
Dave Reaves and Yvon Wagner, vice presidents, operations, LensCrafters

“Elegant in its simplicity, Connors and Smith use easy-to-understand language
that presents a systematic, repeatable, and pragmatic process to bring greater
accountability and positive results to the individual, team, and company.”
Allen J. Karlin, Ph.D., organization development & talent management-
Americas, AMDOCS

“Within the first thirty pages, I realized what has been missing on our journey.
This book will help us continue to create and embrace a culture of
accountability.”
Leon J. Kaplan, president and CEO, ABCO, Inc.

“This book is a natural and valuable sequel to The Oz Principle. . . . Thank you
Roger and Tom for your powerful, thoughtful, and straightforward approach to
this complex subject of how to develop a Culture of Accountability. . . . Your
tools have made the journey fun!”
Craig L. Hendrickson, president and CEO, Overlake Hospital Medical
Center

“A compelling and insightful way . . . for obtaining results. A must-follow
sensible and repeatable way to build morale and get results.”
Jean Leger, Jr., vice president, operations, OGE Energy Corp.

“Managing the Outer Ring and the Inner Ring will provide critical guidance for
a successful journey towards accountable behavior.”
David M. Donald, manager, operations, Baroid Industrial Drilling Products
“How Did That Happen? offers another provocative segment in Connors and
Smith’s series on holding people accountable for results.”
Richard Dreiman, president and CEO, Chemonics International Inc.

“Creates a set of tools that enable me to . . . avoid many of the time-trodden
pitfalls of other management techniques prevalent in my past practices. Thanks
Roger and Tom for another outstanding management guidebook.”
Harold A. Blomquist, HAB Consulting Services, chairman, president, CEO
(retired), Simtek Corp.

“Connors and Smith present the process any leader can follow to hold people
accountable and to get their team to invest their hearts and minds.”
Frank Baynham, general manager, LensCrafters, Luxottica

“How Did That Happen? gives leaders the much-needed ‘accountability reality
check’ . . . so necessary in this time of turbulent change and economic
uncertainty.”
Jim McNeil, COO, BAI

“How Did That Happen? could not be more timely. I was hooked after the first
paragraph and couldn’t put it down—but had to go back to being accountable for
my job!”
Susan Levine, executive director, Hospice of The Valley

“Roger and Tom’s accountability definition transformed my organization. How
Did That Happen? is a practical step-by-step process that is invaluable in
ensuring accountability and desired results within an organization.”
Paul Everett, vice president, customer service, HR/payroll, Ceridian
“True to form, another good, practical book for those of us interested in driving
the accountability agenda into the workplace . . . several useful tools, important
strategies, and cultural considerations that will increase ownership and
accountable behavior.”
John P. McGrath, Ph.D., corporate vice president, quality, Edwards
Lifesciences LLC

“It is the best practical leadership work I have ever come across in my career.”
Stuart J. FitzGibbon, refinery manager, American Sugar Refining, Inc.

“How Did That Happen? offers . . . a tool for holding others accountable in a
way that allows them to be successful and still sleep at night. . . . A must-read
for any leader who wants to achieve success in a sustainable way.”
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Major Daniel Thompson, officer in charge, EMT, 325 Combat Support
Hospital, United States Army

“The content and the methodology of How Did That Happen? are aligned with
delivering sustained long-term results. . . . As an educator, I find this book to be
a significant addition to my library.”
Steven Marshall, vice president, organizational development, Rexall
PharmaPlus

“A perfectly timed tool for everyone faced with the challenge of holding others
accountable for results. Using interesting stories that will enhance your learning,
the authors provide a solution for achieving results that will work in today’s
challenging business environment. Put How Did That Happen? at the top of your
reading list!”
Nick Porter, executive vice president, institutional advancement &
corporate relations, Moffitt Cancer Center
“An excellent addition to the accountability series! How Did That Happen? truly
delivers and is full of practical tools, skills, and stories that will enable you to
elevate accountability in any size organization. Well done!”
Michael J. Capaldi, associate vice president, sales training & leadership
development, Sanofi-Aventis

“How Did That Happen? does an artful job of turning the complex task of
managing people to achieve results into simple concepts and models that anyone
can follow—best of all, the approach is positive and principled.”
Danny P. Harris, senior vice president and COO, OGE Energy Corp.

“An excellent resource for any manager working to build an accountable
organization. . . . This book contains valuable insight into just how to do this!”
Scot R. Benson, vice president and general manager, MacDermid Printing
Solutions

“Having read Connors and Smith’s books, attended their workshops, and put
into practice their tools and techniques I can attest to the fact that what they are
saying really works.”
Joe Hohner, senior vice president, chief of staff, and CIO, Blue Cross Blue
Shield of Michigan

“How Did That Happen? . . . is especially timely and speaks to the important
challenges and opportunities facing every business today. It is an indispensible
part of every leader’s supervisory toolbox.”
Emmett Murphy, author of the New York Times business bestseller
Leadership IQ

“How Did That Happen? offers a practical and powerful solution for creating
the kind of accountability that produces true alignment and real trust, which can
be the determining factor in winning or losing for any organization.”
Perry Lowe, president and CEO, AXIS Dental Corporation

“Connors and Smith make a strong case for how to hold others accountable . . .
leaders should read and re-read these pages—a great handbook for those who
want to make ‘holding someone accountable’ much more than a throw-off
phrase.”
Eric T. Hicks, senior vice president, performance improvement, JP Morgan
Chase

“Over the last few years, I have read over a hundred of the top business books. . .
. I would put How Did That Happen? in the top five. If you depend, at least in
part, upon other people to achieve results that you are held accountable to
produce, then this book is a must-read.”
Mark Basil, CEO, Optimum Fitness

“This book delivers practical tools that help you assess yourself, your team, and
your entire organization’s managerial practice—and it’s an enjoyable read! I am
making How Did That Happen? mandatory for all of my management teams.”
John J. Withers, vice president, sales and marketing, critical care and
vascular therapies, U.S. National Operations, Edwards Lifesciences

“A fabulous and thought-provoking work. These principles will make everyone
in your organization willingly take personal responsibility for their successes,
failures, and for getting the job done!”
Jason Jennings, author of Hit the Ground Running : A Manual for New
Leaders