Mike Clements currently serves as the assistant chief of administration with the Cy-Fair Fire Department in Houston, TX. Mike retired from the City of College Station (TX) Fire Department as a battalion chief in 2024. During his career with CSFD, Mike served two terms as President of the College Station Professional Firefighters Association, IAFF Local 4511. Mike is a graduate of the Texas Fire Chiefs Academy, holds Chief Fire Officer (CFO) designation from the Center for Public Safety Excellence, and is an Executive Fire Officer (EFO) from the National Fire Academy. He is a senior certified professional with the Society for Human Resource Management (SHRM-SCP) and specializes in human resources, relationship management, labor and management relations, and grant writing. Mike has a passion for training newly promoted fire officers. Mike has a master’s degree in public administration from Stephen F. Austin State University and an undergraduate degree from Texas A&M University. Mike is married to Erin Clements and has two wonderful children.

• Introduction 1The Value of Self-Awareness in Leaders Characteristics of Self-Aware Leaders Reflective Questions 2Inviting Feedback, Giving Feedback, and Creating a Culture of Coachability Why Feedback Is Essential Building a Feedback-Friendly Workplace Begins with You Receiving Feedback as a Leader Practice Receiving and Acting on Challenging Feedback Giving Feedback to Others Set the Stage for a Positive Interaction Be Purposeful When Delivering Negative Feedback Balance Negative Feedback with Positive Make It Personal Reflective Questions 3Managing Ego The Fear–Ego–Pride Triad When Ego Gets in the Way, and Why Humility Is the Antidote Do You Struggle with Humility? A Diagnostic Checklist Best Practices for Developing Humility Conclusion Reflective Questions 4Active Listening Active Listening Is the Cornerstone of Good Communication What Impedes Active Listening? Practice and Improve Your Active Listening Skills After Listening, Respond Thoughtfully Create a Culture of Listening Conclusion Reflective Questions Notes 5Empathetic Leadership and Relationship Building What Is Empathetic Leadership? Why Is Empathetic Leadership Important? Nine Common Pitfalls to Avoid How Can You Lead Empathetically? Filling Emotional Bank Accounts Supporting Mental Health Self-Improvement for Leaders Supporting the Overall Crew Reflective Questions Notes 6Developing Other Employees Training Your Employees in an Ever-Changing World: Basic Principles Challenge Your Employees and Then Give Them a Chance to Fly The Value of Mentoring Tips for Being a Great Mentor The Dos and Don’ts of Being a Great Mentee Seize the Benefits of Reverse Mentoring Reflective Questions Note 7Learn What the What Is for Employees Why the What Matters How Can Leaders Identify Their Employees’ Whats? How Can Leaders Leverage Their Employees’ Whats? Reflective Questions Notes 8Help Your New Employees Succeed How to Retain New Employees Give New Hires the Keys to Success Reflective Questions 9Reward and Recognize Employees Reasons to Reward and Recognize Employees Six Common Mistakes Leaders Make When Rewarding and Recognizing Workers Eleven Ways to Hardwire Frequent Rewards and Recognitions into Your Culture Making It Count: How to Ensure Your Rewards and Recognition Are Effective Reflective Questions Notes 10Creating a Culture of Ownership, and How Positivity Plays a Crucial Role Characteristics of Employees Who Take Ownership What Is the Relationship Between Positivity and Ownership? Hindrances to Creating a Culture of Positivity and Ownership Thirteen Ways to Create and Sustain a Positive Workplace Culture How to Encourage Your Crew to Take Ownership Reflective Questions Notes 11Culture Busters: We/They, Generalizations, and Gossip Culture Buster #1: Disregard for the Rules Culture Buster #2: Generalizations Culture Buster #3: We/Theyism Culture Buster #4: Gossip Culture Buster #5: Carrying Messages Culture Buster #6: Bullying and Hazing Reflective Questions Notes 12Change Management Why Leaders Need Change Management Skills Making Continuous Improvement a Part of Your Crew’s Culture The Pitfalls of Positive Change: Seven Mistakes to Avoid Managing Pushback to Change Initiatives Reflective Questions Notes 13Execution: How to Get Things Done Nine Internal Factors That Get in the Way of Execution Eighteen Good Habits for Getting Things Done Reflective Questions Note 14Clarity Counts: Give Clear Directions Why Is Clear Communication So Important? Define What Good Behavior Looks Like Are You Leading with Clarity or Confusing Your Crew? Reflective Questions 15Setting and Communicating Bold and Clear Goals What Is a Bold Goal? Four Benefits of Setting Bold Goals What Is the Problem with Setting Low, Achievable Goals? Ten Tips for Setting and Achieving Goals Reflective Questions Note 16How to Run a Meeting Why Meetings Are Important What Is the Ideal Size for a Meeting Group? Four Benefits of Smaller Meeting Groups Eight Hallmarks of an Unproductive Meeting How Frontline Leaders Can Get the Most Out of Meetings What About One-On-One Meetings? Reflective Questions Notes 17Time and Priority Management and Delegation The Benefits of Time Management Skills Do You Need Better Time Management Skills? How to Master Time and Priority Management How to Brush Up on Your Delegation Skills, and Why You Should Reflective Questions Note 18Communication What Are the Hallmarks of Effective Communication? Why Is Great Communication Important? Communication Don’ts Best Practices for Communicating Effectively When It Is Vital to Communicate with Your Crew Turning It Around: How Can Leaders Help Their Crews Communicate Effectively? Conclusion Reflective Questions Note 19Conflict Resolution: How to Have Difficult Conversations How to Build Up Your Conflict Management Skills How to Have Difficult but Necessary Conversations While Preserving Relationships Reflective Questions Note 20Managing Drama Basics of Workplace Drama Factors Creating or Contributing to Drama Tips for Managing Drama in the Organization How to Respond When You Get Upset at Work Reflective Questions 21Managing During Stressful Times Why It’s So Important to Manage Stress Five Stress Management Mistakes to Avoid Making Managing Your Own Stress: What You Need to Know How to Manage Your Team During Stressful Times Reflective Questions Note Index

Mike Clements currently serves as the assistant chief of administration with the Cy-Fair Fire Department in Houston, TX. Mike retired from the City of College Station (TX) Fire Department as a battalion chief in 2024. During his career with CSFD, Mike served two terms as President of the College Station Professional Firefighters Association, IAFF Local 4511. Mike is a graduate of the Texas Fire Chiefs Academy, holds Chief Fire Officer (CFO) designation from the Center for Public Safety Excellence, and is an Executive Fire Officer (EFO) from the National Fire Academy. He is a senior certified professional with the Society for Human Resource Management (SHRM-SCP) and specializes in human resources, relationship management, labor and management relations, and grant writing. Mike has a passion for training newly promoted fire officers. Mike has a master’s degree in public administration from Stephen F. Austin State University and an undergraduate degree from Texas A&M University. Mike is married to Erin Clements and has two wonderful children.

• Introduction 1The Value of Self-Awareness in Leaders Characteristics of Self-Aware Leaders Reflective Questions 2Inviting Feedback, Giving Feedback, and Creating a Culture of Coachability Why Feedback Is Essential Building a Feedback-Friendly Workplace Begins with You Receiving Feedback as a Leader Practice Receiving and Acting on Challenging Feedback Giving Feedback to Others Set the Stage for a Positive Interaction Be Purposeful When Delivering Negative Feedback Balance Negative Feedback with Positive Make It Personal Reflective Questions 3Managing Ego The Fear–Ego–Pride Triad When Ego Gets in the Way, and Why Humility Is the Antidote Do You Struggle with Humility? A Diagnostic Checklist Best Practices for Developing Humility Conclusion Reflective Questions 4Active Listening Active Listening Is the Cornerstone of Good Communication What Impedes Active Listening? Practice and Improve Your Active Listening Skills After Listening, Respond Thoughtfully Create a Culture of Listening Conclusion Reflective Questions Notes 5Empathetic Leadership and Relationship Building What Is Empathetic Leadership? Why Is Empathetic Leadership Important? Nine Common Pitfalls to Avoid How Can You Lead Empathetically? Filling Emotional Bank Accounts Supporting Mental Health Self-Improvement for Leaders Supporting the Overall Crew Reflective Questions Notes 6Developing Other Employees Training Your Employees in an Ever-Changing World: Basic Principles Challenge Your Employees and Then Give Them a Chance to Fly The Value of Mentoring Tips for Being a Great Mentor The Dos and Don’ts of Being a Great Mentee Seize the Benefits of Reverse Mentoring Reflective Questions Note 7Learn What the What Is for Employees Why the What Matters How Can Leaders Identify Their Employees’ Whats? How Can Leaders Leverage Their Employees’ Whats? Reflective Questions Notes 8Help Your New Employees Succeed How to Retain New Employees Give New Hires the Keys to Success Reflective Questions 9Reward and Recognize Employees Reasons to Reward and Recognize Employees Six Common Mistakes Leaders Make When Rewarding and Recognizing Workers Eleven Ways to Hardwire Frequent Rewards and Recognitions into Your Culture Making It Count: How to Ensure Your Rewards and Recognition Are Effective Reflective Questions Notes 10Creating a Culture of Ownership, and How Positivity Plays a Crucial Role Characteristics of Employees Who Take Ownership What Is the Relationship Between Positivity and Ownership? Hindrances to Creating a Culture of Positivity and Ownership Thirteen Ways to Create and Sustain a Positive Workplace Culture How to Encourage Your Crew to Take Ownership Reflective Questions Notes 11Culture Busters: We/They, Generalizations, and Gossip Culture Buster #1: Disregard for the Rules Culture Buster #2: Generalizations Culture Buster #3: We/Theyism Culture Buster #4: Gossip Culture Buster #5: Carrying Messages Culture Buster #6: Bullying and Hazing Reflective Questions Notes 12Change Management Why Leaders Need Change Management Skills Making Continuous Improvement a Part of Your Crew’s Culture The Pitfalls of Positive Change: Seven Mistakes to Avoid Managing Pushback to Change Initiatives Reflective Questions Notes 13Execution: How to Get Things Done Nine Internal Factors That Get in the Way of Execution Eighteen Good Habits for Getting Things Done Reflective Questions Note 14Clarity Counts: Give Clear Directions Why Is Clear Communication So Important? Define What Good Behavior Looks Like Are You Leading with Clarity or Confusing Your Crew? Reflective Questions 15Setting and Communicating Bold and Clear Goals What Is a Bold Goal? Four Benefits of Setting Bold Goals What Is the Problem with Setting Low, Achievable Goals? Ten Tips for Setting and Achieving Goals Reflective Questions Note 16How to Run a Meeting Why Meetings Are Important What Is the Ideal Size for a Meeting Group? Four Benefits of Smaller Meeting Groups Eight Hallmarks of an Unproductive Meeting How Frontline Leaders Can Get the Most Out of Meetings What About One-On-One Meetings? Reflective Questions Notes 17Time and Priority Management and Delegation The Benefits of Time Management Skills Do You Need Better Time Management Skills? How to Master Time and Priority Management How to Brush Up on Your Delegation Skills, and Why You Should Reflective Questions Note 18Communication What Are the Hallmarks of Effective Communication? Why Is Great Communication Important? Communication Don’ts Best Practices for Communicating Effectively When It Is Vital to Communicate with Your Crew Turning It Around: How Can Leaders Help Their Crews Communicate Effectively? Conclusion Reflective Questions Note 19Conflict Resolution: How to Have Difficult Conversations How to Build Up Your Conflict Management Skills How to Have Difficult but Necessary Conversations While Preserving Relationships Reflective Questions Note 20Managing Drama Basics of Workplace Drama Factors Creating or Contributing to Drama Tips for Managing Drama in the Organization How to Respond When You Get Upset at Work Reflective Questions 21Managing During Stressful Times Why It’s So Important to Manage Stress Five Stress Management Mistakes to Avoid Making Managing Your Own Stress: What You Need to Know How to Manage Your Team During Stressful Times Reflective Questions Note Index

Mike Clements currently serves as the assistant chief of administration with the Cy-Fair Fire Department in Houston, TX. Mike retired from the City of College Station (TX) Fire Department as a battalion chief in 2024. During his career with CSFD, Mike served two terms as President of the College Station Professional Firefighters Association, IAFF Local 4511. Mike is a graduate of the Texas Fire Chiefs Academy, holds Chief Fire Officer (CFO) designation from the Center for Public Safety Excellence, and is an Executive Fire Officer (EFO) from the National Fire Academy. He is a senior certified professional with the Society for Human Resource Management (SHRM-SCP) and specializes in human resources, relationship management, labor and management relations, and grant writing. Mike has a passion for training newly promoted fire officers. Mike has a master’s degree in public administration from Stephen F. Austin State University and an undergraduate degree from Texas A&M University. Mike is married to Erin Clements and has two wonderful children.

• Introduction 1The Value of Self-Awareness in Leaders Characteristics of Self-Aware Leaders Reflective Questions 2Inviting Feedback, Giving Feedback, and Creating a Culture of Coachability Why Feedback Is Essential Building a Feedback-Friendly Workplace Begins with You Receiving Feedback as a Leader Practice Receiving and Acting on Challenging Feedback Giving Feedback to Others Set the Stage for a Positive Interaction Be Purposeful When Delivering Negative Feedback Balance Negative Feedback with Positive Make It Personal Reflective Questions 3Managing Ego The Fear–Ego–Pride Triad When Ego Gets in the Way, and Why Humility Is the Antidote Do You Struggle with Humility? A Diagnostic Checklist Best Practices for Developing Humility Conclusion Reflective Questions 4Active Listening Active Listening Is the Cornerstone of Good Communication What Impedes Active Listening? Practice and Improve Your Active Listening Skills After Listening, Respond Thoughtfully Create a Culture of Listening Conclusion Reflective Questions Notes 5Empathetic Leadership and Relationship Building What Is Empathetic Leadership? Why Is Empathetic Leadership Important? Nine Common Pitfalls to Avoid How Can You Lead Empathetically? Filling Emotional Bank Accounts Supporting Mental Health Self-Improvement for Leaders Supporting the Overall Crew Reflective Questions Notes 6Developing Other Employees Training Your Employees in an Ever-Changing World: Basic Principles Challenge Your Employees and Then Give Them a Chance to Fly The Value of Mentoring Tips for Being a Great Mentor The Dos and Don’ts of Being a Great Mentee Seize the Benefits of Reverse Mentoring Reflective Questions Note 7Learn What the What Is for Employees Why the What Matters How Can Leaders Identify Their Employees’ Whats? How Can Leaders Leverage Their Employees’ Whats? Reflective Questions Notes 8Help Your New Employees Succeed How to Retain New Employees Give New Hires the Keys to Success Reflective Questions 9Reward and Recognize Employees Reasons to Reward and Recognize Employees Six Common Mistakes Leaders Make When Rewarding and Recognizing Workers Eleven Ways to Hardwire Frequent Rewards and Recognitions into Your Culture Making It Count: How to Ensure Your Rewards and Recognition Are Effective Reflective Questions Notes 10Creating a Culture of Ownership, and How Positivity Plays a Crucial Role Characteristics of Employees Who Take Ownership What Is the Relationship Between Positivity and Ownership? Hindrances to Creating a Culture of Positivity and Ownership Thirteen Ways to Create and Sustain a Positive Workplace Culture How to Encourage Your Crew to Take Ownership Reflective Questions Notes 11Culture Busters: We/They, Generalizations, and Gossip Culture Buster #1: Disregard for the Rules Culture Buster #2: Generalizations Culture Buster #3: We/Theyism Culture Buster #4: Gossip Culture Buster #5: Carrying Messages Culture Buster #6: Bullying and Hazing Reflective Questions Notes 12Change Management Why Leaders Need Change Management Skills Making Continuous Improvement a Part of Your Crew’s Culture The Pitfalls of Positive Change: Seven Mistakes to Avoid Managing Pushback to Change Initiatives Reflective Questions Notes 13Execution: How to Get Things Done Nine Internal Factors That Get in the Way of Execution Eighteen Good Habits for Getting Things Done Reflective Questions Note 14Clarity Counts: Give Clear Directions Why Is Clear Communication So Important? Define What Good Behavior Looks Like Are You Leading with Clarity or Confusing Your Crew? Reflective Questions 15Setting and Communicating Bold and Clear Goals What Is a Bold Goal? Four Benefits of Setting Bold Goals What Is the Problem with Setting Low, Achievable Goals? Ten Tips for Setting and Achieving Goals Reflective Questions Note 16How to Run a Meeting Why Meetings Are Important What Is the Ideal Size for a Meeting Group? Four Benefits of Smaller Meeting Groups Eight Hallmarks of an Unproductive Meeting How Frontline Leaders Can Get the Most Out of Meetings What About One-On-One Meetings? Reflective Questions Notes 17Time and Priority Management and Delegation The Benefits of Time Management Skills Do You Need Better Time Management Skills? How to Master Time and Priority Management How to Brush Up on Your Delegation Skills, and Why You Should Reflective Questions Note 18Communication What Are the Hallmarks of Effective Communication? Why Is Great Communication Important? Communication Don’ts Best Practices for Communicating Effectively When It Is Vital to Communicate with Your Crew Turning It Around: How Can Leaders Help Their Crews Communicate Effectively? Conclusion Reflective Questions Note 19Conflict Resolution: How to Have Difficult Conversations How to Build Up Your Conflict Management Skills How to Have Difficult but Necessary Conversations While Preserving Relationships Reflective Questions Note 20Managing Drama Basics of Workplace Drama Factors Creating or Contributing to Drama Tips for Managing Drama in the Organization How to Respond When You Get Upset at Work Reflective Questions 21Managing During Stressful Times Why It’s So Important to Manage Stress Five Stress Management Mistakes to Avoid Making Managing Your Own Stress: What You Need to Know How to Manage Your Team During Stressful Times Reflective Questions Note Index