Table of Contents
Acknowledgements 1
Part 1 The Backstory 3
SPPSD 5
Tony 8
Matthew 10
Amy 17
Christy 18
Part 2 Training 27
The Welcome Speech 29
Lunch with the B-Shift 32
Training Begins 34
The Send-Off Speech 36
Part 3 Back in Vegas 37
B-Shift Begins 39
B-Shift Pick Department Day One 41
B-Shift Pack Department Day One 43
B-Shift Ship Department Day One 45
The B-Shift Stumbles 47
Part 4 The Reckoning 51
Bad News 53
The Talk 55
The Training Ruse 59
Part 5 The Observation Project 63
Observing Pack 65
Observing Pick 72
End of Shift Meeting, Day One 77
Start of Shift Meeting, Day Two 81
Observing Ship 83
End of Shift Meeting, Day Two 88
Start of Shift Meeting, Day Three 93
Feedback in Pack 97
Feedback in Pick 100
Feedback in Ship 103
End of Shift Meeting, Day Three 109
Part 6 The Lesson 115
Strengths and Opportunities 117
Balance and the Ten Traits 121
Obstacles and Action Plans 128
The Employee Engagement Survey 131
Part 7 Recovery 135
Start of Shift Meeting, Recovery Begins 137
Ship Department Culture Shock 141
B-Shift Bounces Back 144
Following Up 146
Epilogue 149
Part 8 The Model 151
Overview 153
One on One 155
Balancing the Ten Traits of Leadership 159