Beyond The Call: Why Some of Your Team Go the Extra Mile and Others Dont Show

Why is it that getting some team members to do even the simplest tasks is like pulling teeth, while other individuals surprise you with their passion and desire to deliver more than expected?

How do you turn every member of your organization into a top performer?

People who go the extra mile are a source of competitive advantage and a pleasure to work with. But why aren t all your team like that? How can you tap into other people s discretionary effort? How can you transform mere compliance into excellence?

Beyond the Call focuses on the beating heart of employee engagement discretionary effort, exploring why it matters and how you can maximize it. Based on ground–breaking research, led by Dr. Chris Rotolo, professor at New York University, international case studies and the real–world experience of managers in a cross section of organizations, this book answers important questions about the performance and offers practical solutions for building high–performing teams. Helping you to create an environment and culture where people want and choose to go the extra mile.

1. Discretionary Effort and the Case of the Mysterious Mr Underhill 1

2. A Manifesto for Discretionary Effort 17

3. Free to Decide 37

4. Getting to Know You 65

5. Putting Others First 91

6. Fair s Fair 115

7. Team Talk 139

8. The Importance of Trust 169

9. Next Steps 191

Acknowledgements 207

Reading List 209

About the Authors 215

Index 217