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　　From the author of the acclaimed book Fierce Conversations

comes the antidote to some of the most wrongheaded practices of

business today.

? “Provide anonymous feedback.”

? “Hire smart people.”

? “Hold people accountable.”

These are all sound, business practices, right? Not so fast, says

leadership visionary and bestselling author Susan Scott. In fact,

these mantras — despite being long-accepted and adopted by business

leaders everywhere — are completely wrongheaded. Worse, they are

costing companies billions of dollars, driving away valuable

employees and profitable customers, limiting performance, and

stalling careers. Yet they are so deeply ingrained in

organizational cultures that no one has questioned them. Until

now.

In Fierce Leadership, Scott teaches us how to spot the worst

“best” practices in our organizations using a technique she calls

“squid eye”–the ability to see the “tells” or signs that we have

fallen prey to disastrous behaviors by knowing what to look for.

Only then, she says, can we apply the antidote..

Informed by over a decade of conversations with Fortune 500

executives, this book is that antidote. With fierce new approaches

to everything from employee feedback to corporate diversity to

customer relations, Scott offers fresh and surprising alternatives

to six of the so-called “best” practices permeating today’s

businesses. This refreshingly candid book is a must-read for any

manager or leader at any level who is ready to take a long hard

look at what trouble might be lurking in their organization - and

do something about it.

From the Hardcover edition.

INTRODUCTION

　What Fresh Hell Is This?

　Squid Eye

　Spotting the Tells

　Memo to Leaders

　What Are You Practicing?

　The Purpose of This Book

THE IDEA OF FIERCE

　Why Fierce?

　What Is "Fierce" Leadership?

　Where to Begin?

FIERCE PRACTICE #1: FROM 360-DEGREE ANONTMOUS

FEEDBACK TO "365" FACE'-TO-FACE FEEDBACK

　A Dangerous Idea　　　　

　Practicing Squid Eye

　What Were We Thifiking?

　The Fierce Practice: "365" Face-to-Face Feedback

　Praising with Courage and Skill　　　　 

　Taking It to the Organization!

　Personal Action Plan

　Conclusion

　……

FLERCE PRACTICE#2:FROM HIRING FOR SMARTS HIRING FOR

SMART+HEART

FIERCE PRACTICE#3:FROM HOLDING PEOPLE ACCOUNTABLE TO MODELING

ACCOUNTABILITY AND HOLDING PEOPLE ABLF

FIERCE PRACTICE#4:FROM EMPLOYEE ENGAGEMENT PROGRAMS TO ACTUALLY

ENGAGING EMPLOYEES

FIERCE PRACTICE#5:FROM CUSTOMER CENTRICITY TO CUSTOMER

CONNECTIVITY

FIERCE PRACTICE#6:FROM LEGISL ATED OPTIMISM TO RADICAL

TRANSPARENCY

COMCLUSION:CROSSING THE BOLD LINE

ACKNOWLEDGMENTS

RECOMMENDED READING

INDEX

　　SUSAN SCOTT is the founder of Fierce, Inc., a global training

company whose clients include Yahoo, Starbucks, Cisco, BP, General

Dynamics, New York Life, Nestle, Four Seasons Hotels & Resorts,

Lego, C.A.R.E., Best Buy, Coca-Cola, Ernst & Young. Scott is

the author of Fierce Conversations: Achieving Success at Work &

in Life — One Conversation at a Time. She lives in Seattle,

Washington.

　　From the Hardcover edition.

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问题是，文化并不是存在与公司的某种模糊不清的神秘力量。你我就是文化。当我们每次走进办公室，拿起电话，发送电子邮件的时候，我们每个人的行为就构成了公司的文化。

优势领导者知道，一次坦诚或谨慎的对话就可能影响到公司的文化。他们知道自己的成功或失败绝不取决于“文化”或"领导力"，而在于他们自身。既然你就是文化，你要先行！说到谁负责任的时候，不要总是指向领导者，除非你就是领导者。

请始终记住，你与客户在对话中谈论的内容以及谈论的方式，将决定未来哪些事情会发生，哪些不会发生。对话决定我们的成功与失败，这种影响会逐渐累积，然后突然对成败产生质的影响。

此时此刻，作好你的个人行动计划就显得尤为重要了。它要包括以下几个方面:

1.扩展你在早些时候草拟的那份客户清单。

2.召集公司中在沟通联系方面能力最强的同事。与他们分享顾客有需要，但公司却没有提供的产品或服务的信息。让他们说一说如何解决这些问题，听听他们的想法。

3.如果你想为顾客做一些“疯狂”的事情——超出正常的先例或协议范围，说服你的上司，征得上司的许可。

4.作足准备工作，不要照本宣科。

5.无论你对顾客做出怎样的承诺，要准时兑现你的承诺。

6.对于你或你所在公司的任何过失承担个人责任。

7.放宽你牢牢抓住不放的价格，集中精力投入与顾客的关系之中。

8.如果你认为客户存在判断错误或目光短浅的行为，有礼貌地提出质疑。

9.亲自与顾客进行对话，如果可能，搭乘飞机也要去。

10.最后，请记住你所做的一切都是在构建或破坏你的声誉，以及与客户之间的关系。

媒体评论

　　"Susan's new book has serious

style, in its best sense, and is a must-read for anyone even

remotely thinking about influencing situations and organizations.

It's a jammed-packed compilation of truths and approaches for

grounding all those "business how-to's" in real substance that

makes them work. Marrying how you are with who you are is

ultimately the winning formula, and Fierce Leadership makes that

accessible and exciting in its practical suggestions for

implementing the powerful principles of making positive change.

This is on my very short list of books to digest and assimilate. "

- David Allen, author of Getting Things Done and Making it all

Work

　　“Fierce and chock full of fresh ideas! A great read for anyone

who leads… and that’s just about all of us.”

　　-Lois P. Frankel, Ph.D., author of See Jane Lead

　　"Susan Scott answers one of the most compelling questions in

business today: “why are healthy companies so sick”. For executives

leading their organizations through a global economic crisis of

this magnitude, Fierce Leadership provides a critical new

roadmap.”

　　-Cos La Porta, senior vice president, International Operations,

Starbucks

　　“Scott’s unique combination of business expertise and bold

imagination will re-energize leaders, employees, and managers

alike.”

　　- Professor Stewart D. Friedman, Wharton School, University of

Pennsylvania, and author of Total Leadership

　　“You can start using these ideas tomorrow. Hell, you can start

using them today.  Susan Scott shows why the received wisdom

is wrong, and how we can get it right.”

　　-Doug Stone, co-author of the international best-seller Difficult

Conversations and Lecturer at Harvard Law School

　　“Susan Scott cuts through a lot of jargon and commonly accepted

ideas and offers up specific, actionable steps to achieve better

results. Pick one or two and get started today."

　　-Bill Ayer, President and CEO, Alaska Air Group

　　“Fierce Leadership has distilled valuable real life experiences

and provides a clear roadmap for leaders, managers, employees, or

any group of people working together to make positive

change.”

　　-Geri D. Palast, Former U.S. Assistant Secretary of Labor and

Executive Director, Campaign For Fiscal Equity

　　“Susan Scott nails it again with Fierce Leadership. Her powerful

imagery and gift for stylish communication lend her message a

stickiness and freshness that makes it impossible to forget. As an

author, communicator, and leader Susan is peerless. Once again I'm

wowed!!!"

　　-Mark Willis, CEO, Keller Williams

　　“Fierce Leadership is a refreshingly honest and candid book. The

author takes a critical look at how our careers and businesses have

been held back by so-called ‘best practices,’ then gives actionable

suggestions for revitalizing work and accelerating your success.

Read this book for new ideas and to inspire a proactive transition

strategy.”

　　-Michael D. Watkins, bestselling author of The First 90 Days:

Critical Success Strategies for New Leaders at All Levels

　　“Of all the worst, best practices in Fierce Leadership,

‘customer-centricity’ provoked the most thought. I truly believe

that when the dust settles after this recession, the companies left

standing will be those who know how to connect with their customers

human being to human being. If this economic downturn has a silver

lining it may be, as Susan suggests, that we will learn to ask,

‘how are you?’ and be willing to wait for the real answer."

　　-Jackie P. Bayer, Director, Organizational Development, America's

People Team Ernst & Young, LLP

　　“Fierce Leadership is the next best thing to having a word-class

management guru like Susan Scott on your board–or as your personal

adviser.”

　　-Steve Farber, Wall Street Journal bestselling author of Greater

Than Yourself: The Ultimate Lesson of True Leadership and The

Radical Leap

　　“Looking for a take on leadership that will stretch your

perspective and your comfort zone? If that’s what you need (and

what leader doesn’t?), then Fierce Leadership is for you. In her

trademark style of “tough love” coaching and advice, Susan Scott

shoots straight to provide the tips and insights you really need to

take your team and yourself to new heights.”

　　-Scott Eblin, author, The Next Level: What Insiders Know About

Executive Success.

　　“Wow! I wish I’d had Susan Scott’s candid and refreshing advice

earlier in my career as an executive. You’ll never think about

management, performance, or professional relationships in the same

way again.”

　　-Timothy Keiningham, EVP/Global Chief Strategy Officer at IPSOS

Loyalty and author of Why Loyalty Matters

　　“Many of these best practices are anything but. Having applied

the principles of Fierce Conversations to our organization, I can

truly recommend ‘Fierce’ as a best practice, fundamental to all

leadership. Fierce Leadership expands these principles by debunking

traditional, but misguided notions. After reading the chapter on

accountability, I am amazed at the amount of time I spend in

“victim” mode. Scott strips bare the self-serving excuses for

accepting external influences and the behavior of others as an

escape from the pain of not getting the results we desire. For any

leader who wants to learn how to move beyond holding people

‘accountable’ to the rich and rewarding behavior of holding people

‘able’, this book is a must read.”

　　- David R. Nielsen, MD, Executive Vice President and CEO American

Academy of Otolaryngology–Head and Neck Surgery

　　“Fierce Leadership is not for those who want to become shadows in

the crowd; it is for those who are willing to tackle the biggest

challenges in their lives, toss out the “old” corporate way of

thinking, and execute at a higher level of integrity, both

personally and professionally.”

　　-Faith Green, Co-Founder of ARC - A Resource Community for

Women

　　“Susan Scott is clearly one of the sages of the ages! This is a

book to move the head and the heart. And it can make a huge

difference in the success of your business. She fiercely cuts

through the slogans and fads that pass for ‘best practices’ in

business today and shows us what it really takes to get where we

need to go. This is authentic, original, and powerful -- as only

Susan can provide!”

　　-Tom Morris, author of If Aristotle Ran General Motors and If

Harry Potter Ran General Electric

　　“I had to laugh when I read Susan’s words......”what you and I

are talking about is so fundamental that if I wrote another book,

it would have to be titled The Complete Guide to the Fricking

Obvious.” And yet reading Fierce Leadership has instilled in me a

new energy! It gives language and support to what has been for me

simply ‘an instinct’ as it relates to leadership, and encourages me

to ‘come out from behind myself’ and put authenticity and the

capacity to connect at the heart of the culture, ‘the way we do

things around here,’ in our District.....well, in ALL my

relationships. It gives me the courage to make it an absolute

reality and not just an idea vaguely emerging.”

　　-Elaine C. Cash, Superintendent, Riverdale Joint Unified School

District

　　-“I laughed out loud at Scott’s memo to leaders. Humor and the

enjoyment of reading for reading’ s sake in a business book…what a

concept. I think I’m seeing a new workshop.” Mardig Sheridan Beyond

Boundaries Learning

　　“I loved the book---wrote all over it and used my highlighter and

made lot and lots of footnotes. My staff is already hearing all

about it.”

　　-Juan Gonzalez, VP Student Affairs, University of Texas,

Austin

　　From the Hardcover edition

书籍介绍

From the author of the acclaimed book Fierce Conversations comes the antidote to some of the most wrongheaded practices of business today.

· “Provide anonymous feedback.”

· “Hire smart people.”

· “Hold people accountable.”

These are all sound, business practices, right? Not so fast, says leadership visionary and bestselling author Susan Scott. In fact, these mantras — despite being long-accepted and adopted by business leaders everywhere — are completely wrongheaded. Worse, they are costing companies billions of dollars, driving away valuable employees and profitable customers, limiting performance, and stalling careers. Yet they are so deeply ingrained in organizational cultures that no one has questioned them. Until now.

In Fierce Leadership , Scott teaches us how to spot the worst “best” practices in our organizations using a technique she calls “squid eye”–the ability to see the “tells” or signs that we have fallen prey to disastrous behaviors by knowing what to look for. Only then, she says, can we apply the antidote..

Informed by over a decade of conversations with Fortune 500 executives, this book is that antidote. With fierce new approaches to everything from employee feedback to corporate diversity to customer relations, Scott offers fresh and surprising alternatives to six of the so-called “best” practices permeating today’s businesses. This refreshingly candid book is a must-read for any manager or leader at any level who is ready to take a long hard look at what trouble might be lurking in their organization - and do something about it.

From the Hardcover edition.