active listening, 64
aggressive messages, 51–52
architecture and design, 8–10
AS/400 Ethernet code, 29, 101, 103, 106
audience, 98–99
BCE Emergis, 5, 8
behaviors, 109
best making, 43–45
Bienfait, R., 98
BlackBerry, 6, 9, 34, 35, 49, 64, 65, 76, 97, 98
Branson, R., 112
breathing, 98
British Broadcasting Corporation (BBC), 9
Buffett, W., 93, 99
business results, 109
celebration events, 31–34
chief technology officer (CTO), 5, 7, 8
coffee-maker discussions, 34–35
commitment, 5, 39, 40, 42, 43, 45–46, 52, 53, 56, 73, 83, 97, 112
communications, 52–53
bad news, 75
with customers, 17–18
one-on-one, 21–22
with team, 18–20
corporate ladder, 28
cultural differences, 67–69
Culture Map, The (Meyer), 67, 98–99
customers
communications with, 17–18
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