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Quality, 176
Quiz (for blind spots), 45
“Rank and yank” philosophy, 138
Rates, turnover, 204
Ratings (customer satisfaction), 204
Reciprocal agreements, 83
Recognition, 6, 45, 184-189
“Red flag” words, 66
Reengineering, 108
Reinforcement, positive, 178
Relationships, 3
and apologies, 141
authenticity in, 77
and confidentiality, 106
cultivating, 82
and delivering bad news, 121
emotions in, 62
and feedback, 37-38, 43, 48
gossip in, 165
high-trust, 46
and honesty, 17, 26-27
loyal, 190
peer, 83, 164
trusting, 191
working, 12-13
Relative promises, 93-94, 99-103
Reliability, 12, 99, 101, 102
Repercussions, 133
Reputations, 3
and credibility, 13
and destructive comments, 152
and handling mistakes, 132-133, 135
and honesty, 17
Rescheduling, effects of, 104-105
Respect:
and asking for feedback, 55
and caring for employees, 175
and handling mistakes, 141
and honesty, 31
treating people with, 151-152
Responsibility, 160
sharing of, 182
taking, 143, 148-149
Return on investment, 204
Rewards, 185, 187-188
Ridgewood Properties, 151-152
Rivers, Brenda, 6-11
Rockefeller, David, 85-86
Role-playing, 140
Roles (changing), 193
Ruettgers, Mike, 131-132
Rule, Golden, 176
Rumors, 165, 168
“Russ Walden’s List of Thoughts on the Management Process” (Russ Walden), 151
Russenberger, Ray, 86, 87
Russenberger, Valerie, 86
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