Leading Outside the Lines: How to Mobilize the Informal Organization, Energize Your Team, and Get Better Results -- Contents -- Introduction: Like Talking to a Wall -- The Wall as an Analogue -- The Origins of This Book -- About the Content and Structure of the Book -- Part One: USING THE INFORMAL TO ENHANCE THE FORMAL -- Chapter 1: The Logic of the Formal -- the Magic of the Informal -- The Head-Heart Debate: A Brief History -- How Katz Discovered the Informal -- The Overlooked Influence of Emotions -- The Logic of the Formal -- Rationality Has Its Limits -- The Magic of the Informal -- The Organizational Quotient -- Knowing When to Emphasize Logic or Magic -- Chapter 2: When the Balance Shifts -- Make Way for Mr. Nardelli -- The Formal and Informal are Intertwined -- An Ever-Changing Balance Point -- Chapter 3: Jumping Together -- The Informal Is the Underdog -- Orpheus: A Unique Path to Integration -- The Elements of Integration -- How the Informal Worked for the Houston Police Department -- Part Two: MOTIVATING INDIVIDUAL PERFORMANCE -- Chapter 4: It's All About the Work -- Why Pride Matters More Than Money-Even More Than We Thought -- The Characteristics Pride-Builders -- An Unexpected Motivator: Lessons from the World of Politics -- Chapter 5: Values Driven, Not Values Displayed -- Values -- Values as Organizational Guides -- Gentle Giant: Values-Driven Customer Service -- How Reliant Survived: Bringing New Values to Life -- Birds of a Feather: Transmitting Values -- Chapter 6: It's Still About Performance -- Making Soup Matter: Using Metrics to Build Pride and Performance -- Motivating from the Side -- Clear Objectives Help Everyone Contribute -- The Informal Builds Performance -- Performance Enhances the Informal -- Part Three: MOBILIZING ORGANIZATIONAL CHANGE -- Chapter 7: Setting the Fast Zebras Free -- Bringing Agility to the UN.

Mobilizing the Right Crowds to Transform PS 130 -- Chapter 8: Melting the Frozen Tundra -- Seeding a Movement -- Proving the Movement Works -- The Outcome at the Bell Canada -- Drilling Through the Permafrost -- Chapter 9: Mobilizing: A Different Kind of Managing -- Aetna's Turnaround -- Letting Go and Trying to Learn -- A Sum Greater Than Its Parts -- Principles for Mobilizing -- Restructuring Zachry -- Chapter 10: What to Do -- Common Performance Challenges -- Individual Contributors -- Middle Managers -- Senior Leaders -- On Monday . . . -- In Conclusion -- About Our Sources and Methodology -- A Diagnostic Tool: Assessing Your Organizational Quotient -- Notes -- Acknowledgments -- About the Authors -- Index.