Index – The Decency Code: The Leader's Path to Building Integrity and Trust

INDEX

Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.

Academy of Management Journal, 93

Accessibility, in communication, 174

Achieve Consulting, 134

Actions:

changing, with decencies, 49

as evidence of values, 85

intentions vs., 44

Adidas, 66–67

Affordability, of decencies, 50

Agilent, 146–148

Air Canada, 19–20

Airline industry, 21–22

All I Need to Know I Learned in Kindergarten (Fulghum), 75–76

“All In(clusive)” workplace pledge, 104

Almeida, José, 103–104

American Greed (television program), 4

American’s 100 Best Corporate Citizens, 188

America’s Crisis Guru®, 15

Angelou, Maya, 63

Apologies, 176, 180

Apple, 9, 111

Arrogance, 178

The Art of the Start (Kawasaki), 143–145

ASSET4 database, 112

AT&T Universal Card Services, 117

Authentic purpose statements, 66–71

Badaracco, Joseph L., Jr., 78, 98

Bailey, Rita, 157

Ballmer, Steve, 63, 65

Barnhold, Ned, 147–148

Baum, Herbert, 9, 63, 96

Baxter International, 103–104

“Be Nice to Job Seekers (They’re Shoppers, Too),” 61

Behaviors:

changing, with decencies, 49

Behaviors, continued

commitment to decent, 80

during crisis, 170

in crisis case study, 168

rudeness as catalyst for inappropriate, 93–94

Belief-driven job candidates, 107, 122

Bell, Charles “Chip,” 101–102

Ben & Jerry’s, 122

Bennis, Warren, 189–190

Boeing 737 MAX aircraft, 22

Bolt-on engagement programs, 27–28

Boomers, 131

Boredom, of employees, 109–110

Bottom-line value, 86–87

Bragging, 179

Broken promises, 178–179

Bryan Cave, 85–86

Bubble wrap, 76–77

Bush, George H. W., 89

Bush, Michael C., 123

Business: The Ultimate Resource (Perseus Press), 141

Business case, 53–71

authentic purpose statements, 66–71

cost of turnover, 55–59

decency as “goodwill banking,” 59–62

and importance of personal attention, 62–65

Campbell’s, 9, 63

Candor, in communication, 174

Capabilities, gaining new, 127–128

Capelli, Peter, 131

Capital Hilton, 125

Caring, 20–22

Cauliflower rice, 126

Cawood, Scott, 157

“CEO Action for Diversity and Inclusion” pledge, 104

Character, revealed in decencies, 60

Charities, support of, 122

Chest-beating, 179

Chief culture officers, 24

Civility:

culture enriched by, 188–190

defining, 45

“Civility and Decency Manifesto” (Lukaszewski), 9–10, 78–80

Clarino, Dan, 99

Closing the Engagement Gap (PwC), 36

CNN Money, 54

Coaching, 88

Code of Civility (Bryan Cave), 85–86

Colgate-Palmolive, 91, 96

Collaboration, 64

Collaborative language, 47–48

Communication:

about layoffs, 155–156

clear and direct, 149–150

commitment to positive and declarative, 80

during crisis, 170

intentional, 174–176

truthful, 158–159

Compliance:

and decency, 78

decency vs., 4–5, 44–45

Conant, Doug, 9, 63

Conference Board, 33

Confidence, increasing, 87

Confrontations, about rudeness, 94

Consequences, of rudeness, 95

Constructive attitude, 172–173

Cook, Tim, 9, 10

Cornerstone OnDemand, 137

Corporate Cultures (Deal and Kennedy), 11

Corporate social responsibility (CSR), 122

Cost-containment moves:

at Agilent, 146–147

alongside layoffs, 145, 151

Cover-ups, 14

Covey, Stephen, 173

Cowan, John, 8, 60

CR Magazine, 103

Crate and Barrel, 118–119

Crisis case study, 163–183

building trust, 177–181

and Decency Code, 181–183

and decent leadership strategies, 170–177

leadership recovery strategies in, 169–170

Crisis management, 15

Criticism, 172–173

CRO Magazine, 188

Cronyism, 144–145

CSR (corporate social responsibility), 122

Culture, 83–105

bottom-line value of, 86–87

decency as guide rail for, 88–89

decency as inspirational in, 89–91

effects of incivility on, 92–95

Employee Friendly, 113

enriched by decency and civility, 188–190

improved by decencies, 186

indelible stories in, 98–105

at Microsoft, 63–65

role models of decency in, 95–98

and stated values, 29–31

and tone at the top, 85–86

trust in, 178

Cynicism, in workplace, 24

Daily business practices, 39–41

Deal, Terrence, 11

Decencies “Wall of Fame,” 81

Decency(-ies), 1–18, 43–52

associated with layoff notification, 155–156

as bubble wrap, 76–77

characteristics of, 48–50

in crisis case study, 170–177

culture enriched by, 186, 188–190

in daily business practices, 39–41

defining, 43–45

effects of lacking, 12–13

examples of, 8–10

as “goodwill banking,” 59–62

as guide rail for culture, 88–89

as inspirational in culture, 89–91

Decency(-ies), continued

modeling of, 94

as more than compliance, 4–5

multiple pathways for, 194

negative statements as, 78–80

as pathway to trust and integrity, 181–183

to promote employee engagement, 119–122

resilience necessary for, 13–14

role models of, 95–98

at Starbucks, 51–52

as transformational, 45–46

treating employees with, 112–113

and trust, 5–8

and two-minute schmooze, 46–48

and whitewater leadership, 11–12

Decency-driven engagement practices, 23

Deception, 179

Deloitte Millennial Survey, 133

Denial, 179

Destination Profit (Cawood and Bailey), 157

Destiny management, 170, 176

Dial Corporation, 9, 63, 96

Diet changes, 126

Direct managers, turnover and, 55–56

Disengagement:

causes of, 92

costs of, 26

rates of, 25, 108–109

Disney, 116

Disparagement, 179–180

Disrespectfulness, 180

Diversity, 103–104, 112

Diversity Best Practices, 103

Dodd-Frank regulations, 1

Donald, Jim, 91

Dove, 122

Downs, Alan, 141–142

Dunlap, Albert J., 6

East Alabama Medical Center, 118

E&C (ethics and compliance) programs, 87

ECI (Ethics and Compliance Initiative), 87

Education Advisory Board, 137

EF (Employee Friendly) culture, 113

Elements of decency, 73–81

decency as bubble wrap, 76–77

as negative statements, 78–80

small decencies, 74–76

telltale signs of, 77–78

Empathic leaders, 37–38

Empathy:

in communication, 175

defining, 80

Employee engagement, 19–41, 107–139

bolt-on programs for, 27–28

decencies to promote, 119–122

and decency in daily business practices, 39–41

defining, 33–35

effects of poor, 24–26

and engaged leaders, 26–27

at great places to work, 123–129

impact of, 107–111

importance of caring in, 20–22

institutional examples of, 113–119

and managements’ support of employees, 22–24

as means to an end, 35–38

and millennial workers, 130–139

payoffs of increasing, 111–113

and profit, 110

and remote work, 32–33

and retention, 58–59

and rudeness, 92

and stated values of company, 29–31

and talent development, 53–54

understanding different views of, 191

views about, 38–39

Employee Friendly (EF) culture, 113

Employee separation, 141–162

considering logistics of, 150–154

decent notification of, 155–156

employees’ reasons for, 109–110

language related to, 156–158

memories made during, 161–162

from Netflix, 100–101

poor handling of, 154–155

preparation for, 148–150

from Principal Financial Group, 103

and redeployment, 160–161

role models for handling, 146–148

strategies during, 143–145

and survivors of layoffs, 145–146

truthfulness in, 158–159

Employees:

assumptions about needs of, 24

benefits desired by, 56–58

boredom of, 109–110

in CSR, 122

daily goals of, 22–24

in hiring process, 121

and incivility, 54–55

institutional perks for retention of, 33–34

involvement of, in uniform policies, 114

Herb Kelleher on, 98

leaders and, 36

managements’ support of, 22–24

needs of, 25, 37, 58–59, 98–99

in onboarding process, 121

recognition for, 116–119

in strategic planning, 119–120

treatment of, at Netflix, 100–101

as valuable asset, 53–55

work life and personal life of, 23

Employment quality, 112

The End of Diabetes, 126

Engaged leaders, 26–27, 36

Enron, 1, 6

Entrepreneurship, of millennials, 133

Epley, Nicholas, 178

Equifax, 1

Ethical behavior:

expected by employees, 182–183

as side-effect of cultural decency, 88

Ethical culture, 71

Ethics:

in business education, 187

in daily business practices, 40

in employee engagement, 34–35

leaders’ accountability for, 182

reporting on, 2–3

Ethics and Compliance Initiative (ECI), 87

Ethics and compliance (E&C) programs, 87

Ethics Resource Center, 38–39

Ethisphere magazine, 188

Euphemisms, related to employee separation, 157–158

Explicit bias, 192

Facebook, 111, 155

Face-to-face communication, 176

Failure, innovation and, 65

Fear, trust and, 193

Feedback:

continuous, 137–138

defining, 101

generational differences in views on, 128

Festerling, Ryan, 61

Flexible workplace options, 32, 134–135

Followership, rebuilding, 169

Forbes, 33, 55, 103

Forgiveness, 180, 181

Formal training programs, 112

Fortune magazine, 188

FTSE4Good, 103

Fulghum, Robert, 75–76

“Fulghum Days,” 75–76

The Future of Success (Reich), 62–63

Gallup Organization, 25, 36, 98–99, 108

Gates, Bill, 63

“Gender IQ,” 103–104

Genentech, 91

Generation X, 128, 132

Generation Y, 122, 127

Generation Z, 132–133

Generational differences, 127–128, 130–139

Global Business Ethics Survey, 87

Global Workplace Analytics, 32

Golden Banana Award, 118

Goleman, Daniel, 190

“Goodwill banking,” 59–62

Goodwin, Doris Kearns, 192

Google, 111

Gordon Gekko (character), 178

Great Place to Work, 123, 177–178

Great Place to Work For All, 123

Green, Jeff, 128–129

Guiso. Luigi, 29

Hammill, Greg, 131

Handy, Charles, 4, 77, 107

Harkins Industries case study, 163–183

Harned, Patricia, 87

Harrison, Steve, 7, 14–16, 46–47

Healing the Wounds (Noer), 31, 146, 151

Health, of workplace, 112

Health and safety initiatives, 112

Healthcare industry, 83–84

Helplessness, 142

Hewlett-Packard, 117–118, 146

Hilton Worldwide, 124–125

Hiring process:

evidence of decency in, 60–62

involving employees in, 121

Holiday Inn, 124

Home life, balanced with work life, 191

“Hospitality For All” culture, 124

Hospitals, 83–84

“Hot Dogs with Herb,” 9, 63

Houston, Dan, 102–103

“How to Design and Ethical Organization” (Epley), 178

“How to Find a Good Leader” (Goodwin), 192–193

Human rights, 112

Human Rights Campaign, 103

Humility:

instilling, at Microsoft, 64–65

Herb Kelleher on, 98

strength in, 190

100 Best Companies to Work For list, 123, 177–178, 188

The Hungry Spirit (Handy), 77

Implicit bias, 192

Implicit bias training, 52

Improvement, seeking continual, 177

Incivility, effects of, 92–95

Inclusion, 51

Indecency:

high cost of, 54–55

lack of tolerance for, 128–129

Indian Journal of Public Administration, 43

Influence, of decencies, 77–78

“The Ingredients of Leadership” (Lukaszewski), 14

Institutional perks, 33–34

Institutionalized decency:

employee engagement with lack of, 27–28

examples of, 113–119

gaging, in hiring process, 60–62

integral to good culture, 24

and stated values, 30–31

and values, 187

(See also Decency(-ies))

Integrity:

as core value for companies, 29

cultivating, with daily business practices, 40

and decency, 181–183

as leadership characteristic, 193

Intentional communication, 174–176

Intentions, actions vs., 44

Internal job transfer, 160

Intrapreneurship, 120–121

Iverson, Ken, 96

Job candidates:

belief-driven, 107, 122

treatment of, 61–62, 77

Job loss, effects of, 142

Job Seeker Nation Study (Jobvite), 110

Jobvite, 110

John Hopkins Bayview Medical Center, 84

Jordan-Evans, Sharon, 58, 59

Journal of Corporate Finance, 113

Kahn, William, 33

Kawasaki, Guy, 143–145

Kaye, Beverly, 58, 59

Kelleher, Herb, 8–9, 97–98, 189

Kennedy, Allan, 11

Klein, Rick, 75–76

Kofman, Fred, 26

Kohl, Herb, 61

Kohl, Maxwell, 61

Kohl’s, 61

Korn Ferry, 109–110

Kouzes, Jim, 43

Kozlowski, Dennis, 6

Labor laws, 112

Language:

collaborative, 47–48

related to employee separation, 146, 156–158

(See also Communication)

Lateral career movement, 137

Lawler, Ed, 83

Lay, Ken, 6

Layoffs:

communication about, 155–156

survivors of, 143, 145–146

timing of, 144, 152–154

truthfulness during, 146

(See also Employee separation)

Leaders:

accessibility of, during layoffs, 146

as accountable for ethics, 182

assumptions about employee needs by, 56–57

behaviors of, 39, 168

enabling employee engagement, 41

of millennials, 132–134, 136

purpose activated by, 111

as reason for employee turnover, 55–56

treatment of rejected applicants by, 61

views of employee engagement by, 191

work life and personal life of, 23

Leadership:

accessibility of, to employees, 102

characteristics of, 193

decency in, 73–74

importance of good, 189–190

Herb Kelleher on, 97

purpose of, 100

rules for, 53

servant, 59, 125

Leadership recovery strategies, 168–170

Leading Quietly (Badaracco Jr.), 78

Lee Hecht Harrison, 14–15, 46, 104–105

Lencioni, Patrick, 1

Lifetime Fred Award, 116

Logistics, of employee separation, 150–154

Los Angeles, California, 84

Love ‘Em or Lose ‘Em (Kaye and Jordan-Evans), 58

Loyalty, 97, 133

Lukaszewski, Jim, 15–17

“Civility and Decency Manifesto” of, 9–10, 78–80

“The Ingredients of Leadership” of, 14

on management pathology, 7

on training, 89–90

on trust, 177, 193

on trust-busters, 5–6

on truth, 175

Lukaszewski on Crisis Communication (Lukaszewski), 15

Lying, 180–181

Madoff, Bernie, 6

Madoff investment scheme, 1

Major League Baseball, 91

Malcolm Baldrige National Quality Award, 115

Management:

of destiny, 170, 176

pathology of, 7

support of employees by, 22–24

Management by walking around (MBWA), 32

The Manager’s Book of Decencies (Harrison), 14

Mark, Reuben, 91, 96

Marshall School of Business, 93

Material benefits, 56–57

MBWA (management by walking around), 32

McCord, Patty, 100

McKinsey and Company, 26–27

Meal coaches, 125–126

Meaning:

desired by employees, 57–58, 193

and employee engagement, 107–108

in high performance environments, 27

The Meaning Revolution (Kofman), 26

“Measuring the Impact of E&C Programs,” 87

Media coverage, of layoffs, 150, 155

Meetings, 119

Memories:

made by decencies, 89

made during employee separation, 161–162

Mentoring, 115–116

Mercer, 54

Messages, sent by decencies, 46, 49–50

Metso Minerals Industries, 115–116

Microsoft, 63–65, 111

Millennial Impact Report (Achieve Consulting), 134

Millennials:

and employee engagement, 130–139

rejection of hierarchal models by, 59

work-related characteristics of, 127

Minglers Restaurant and Pub, 20

Misconduct, 38–39

Misleading, 179

Mission statement, of Microsoft, 65 (See also Purpose statements)

Mobile phone industry, 65

Multigenerational workplaces, 130–139

Multitasking, in meetings, 119

Murphy, Joe, 191

Mutual Fun platform, 120–121

Nabisco, 62

Nadella, Satya, 63–65

Nassetta, Chris, 124

National Association of Female Executives, 103

Negative statements, 78–80

Netflix, 100–101

“Netflix Culture: Freedom & Responsibility” PowerPoint deck, 100–101

New York Times, 52, 61

Nike, 66–67

Nissan, 1

Noer, David, 31, 146, 151

Nokia, 65

Nooyi, Indra, 89

Notification, of employee separation, 152–153, 155–156

Nucor, 96

Obligations, 44–45

Office of Personnel Management (U.S.), 117

Oklahoma! (musical), 101–102

Onboarding process, 121

Open-mindedness, 98

Openness, in communication, 174

Organizations:

examples of employee engagement at, 113–119

feel of, 77

success of, 21

Outcomes, focus on, 173–174

Outplacement industry, 142

Pass-around awards, 117

Passion, for work, 58–59

Payoffs, of employee engagement, 111–113

Peer-to-peer recognition programs, 121, 138

PepsiCo, 66, 89

“Performance Enablement” performance review process, 127

Performance management:

and employee engagement, 26

generational differences in, 127–128

during layoff process, 156

of millennials, 138

Perks, for employees, 111–113

Personal attention, 62–65

Peters, Tom, 4, 32, 53

Plain Talk (Iverson), 96

Positivity, 171–172

Posner, Barry, 43

Post-crisis recovery mantra, 170

Powell, Colin, 11

Preparation, for employee separation, 148–150

“The Price of Incivility,” 54

PricewaterhouseCoopers (PwC), 36, 67–69

Principal Financial Group, 102–103

Problems, finding solutions to, 138

Promises, broken, 178–179

Pryor, Greg, 127–128

“Psychological Conditions of Personal Engagement and Disengagement at Work” (Kahn), 33

Purpose:

and employee engagement, 107–108

and employee retention, 123

as leadership characteristic, 193

Purpose statements, 66–71

Pursley, Pat, 104

PwC (PricewaterhouseCoopers), 36, 67–69

PwC Code, 68–69

“RE” generation, 4

Receptionists, 48, 77–78

Recognition:

of employees, 116–119, 138

peer-to-peer programs for, 121, 138

Redeployment, 160–161

Reference statements, 158

Regulations, 78

Reich, Robert, 62–63

Re/Max Benchmark Realty Group, 99

Remote work, 32–33, 135

Replication, of decencies, 50

Reporting, on companies’ ethics, 2–3

Reputation impact, 188

Resilience, 13–14

Respect, 59

Responsibility:

accepting, for layoffs, 144

social, 139

Responsiveness, in communication, 175–176

Rite-Solutions, 120–121

Ritz-Carlton, 114–115

Rogers, Fred, 178

Role models, 95–98

Rudeness, 92–95

Safety, of workplace, 112

Sam’s Club, 154–155

Sandberg, Sheryl, 100

Sapienza, Paola, 29

Sarbanes-Oxley regulations, 1

Scalable, decencies as, 113–114

SCCE (Society of Corporate Compliance and Ethics), 187

Schein, Edgar, 73

Schmitt Company, 89–90

Schultz, Howard, 51–52

Schwab, Charles, 190

Schweitzer, Albert, 98

Score Recruitment, 75

“Seat at the table”:

desired by millennials, 135

providing employees with, 59

Security, 161–162

Self-forgiveness, 181

Servant leadership, 59, 125

Shifts, selection of, 118

SilkRoad, 109

Small decencies, 74–76

as commitments, 187

and implicit bias, 192

power of, 71

Small Decencies (Cowan), 8

Smeltzer, Dawna, 115–116

Social connectedness, 139

Social responsibility, 139

Society of Corporate Compliance and Ethics (SCCE), 187

Southwest Airlines, 8–9, 97, 113, 189

The Spirit of Fred Award, 116

Stakeholders, 38

Stand-alone employee engagement programs, 27

Stanford University, 77

Starbucks, 51–52, 66, 91, 122

“State of the American Workforce” report (Gallup Organization), 25, 32

“State of the Global Workplace” report (Gallup Organization), 25, 108

Stated values, 29–31

Stoppard, Tom, 141

Stories:

catalyzed by decencies, 46

creation of, 11–12

and decency, 187

indelible, in culture, 98–105

lasting power of, 30

Strategic planning, 119–120

Strategy(-ies):

during employee separation, 143–145

Herb Kelleher on, 97

leadership recovery, 168–170

Strength in humility, 190

Stumpf, John, 70–71

Sullenberger, Chesley B. (Sully), 19

Sunbeam, 6

Supervision, for millennials, 134

Support:

offered to separated employees, 145

withholding, 180

“The Surrey with the Fringe on Top” (song), 102

Survivors, of layoffs, 143, 145–146

Survivor’s guilt, following layoffs, 143

Sustainability, of decencies, 50

Talent development:

and employee engagement, 53–54

focus on, by millennials, 135–136

Talent professionals, 109

Tangibility, of decencies, 49–50

Teamwork, 134

Technology, in remote work, 32–33

Telework, 32 (See also Remote work)

Temperamental doctors, 83–84

Ten Core Values (Zappos), 86

Theranos, 1

Thomson Reuters, 112

“A thousand points of light,” 89

3M:

intrapreneurship at, 120

layoffs at, 151

purpose statement of, 66

Timing, of layoffs, 144, 152–154

TMP Worldwide, 75–76

Tone at the top, 85–86

Top 10 Most Trustworthy Public Companies, 188

The Trade Desk, 128–129

Training, 112, 115, 148–149

Transactional interactions, 45

Transformational, decency as, 45–46

Transparency:

in communication, 176

in layoff process, 147–148

Trust:

in crisis case study, 177–181

and decency, 5–8, 181–183

of employees, in companies, 36–37

importance of, 5

increased by ethics and compliance programs, 87

reestablishing, 169–170

Trust Across America, 188

Trust Index® survey, 123

Trust-busters, 5–6, 178–181

Truthfulness:

in communication, 175

in employee separation, 158–159

during layoffs, 146

Turnover:

cost of, 55–59, 110

and mentoring, 116

and millennials, 135–136

negative effects of, 23

Twinkle Awards, 104–105

Twitter, 155

Two-minute schmooze, 46–48

Tyco, 1, 6

Ueberroth, Peter, 91

Unconscious bias, 51–52, 192

Uniform design, 114

Unilever, 120

University of North Carolina, 92

Values:

actions as evidence of, 85

being true to, 8

consumers and investors interest in, 37–38

in employee engagement, 34–35

employee engagement and stated, 29–31

and institutionalized decency, 187

integrity as, 29

of millennials, 133

in mission statements, 68–69

stated, 29–31

at Zappos, 86

Verbal abuse, 93

Victims, 169, 181

Virtues, 49

Volkswagen (VW), 1, 3, 12

Vulnerability, instilling, 64–65

W. L. Gore & Associates, 157

Wall Street (film), 178

Wall Street Journal, 52

Walmart, 154–155

Walt Disney World, 116

Washington Post, 55

Weber, Lauren, 36–37

Wegman, Danny, 126

Wegman, Robert, 95–96

Wegmans Food Markets, 78, 95, 125–126

Wells Fargo, 1, 3, 28, 70–71

“What’s Working” survey (Mercer), 54

Whitewater leadership, 4–5, 11–12

Whole Foods, 71

Withholding support, 180

W.L. Gore, 63

Wood, Jody, 125–126

Workday, 127–128

Working Mother magazine, 103

Workplace, health and safety of, 112

Workplace Gender Equality Agency, 103

World of Thanks Awards, 117

WorldCom, 1

World’s Most Admired Companies, 188

World’s Most Ethical Companies, 188

Zappos, 86

Zingales, Luigi, 29

Zitron, Ed, 155