Table of Contents
Foreword 5
Dedication 7
Author's Note 9
Introduction 11
Chapter 1 All Aboard! 15
Expect The Unexpected 16
Getting To Know You 18
Ship to Shore 20
Chapter 2 Fresh Off the Boat: How to Hire Effectively 21
Have a Conversation 22
Q&A Saves the Day 23
Take a Walk 26
Entitlement Will Sink Your Ship 27
Ship to Shore 28
Chapter 3 Shape Up or Ship Out: Setting Expectations for Your Team 29
Is It a Good Fit? 31
Solid Gold Standards: Why This Is Important 34
You Eat How Much? 38
Celebrate Your Differences 39
Ship to Shore 40
Chapter 4 When Your Ship Comes In: Jump Aboard 41
Start Small and Grow Big 42
Not The Way We Planned It 44
Trading Places 45
Ship to Shore 45
Chapter 5 Loose Lips Sink Ships: The Impact of Gossip 47
Gossip and Rumors: Two Sides of the Same Treacherous Coin 48
Drama, Drama, Drama 50
Nip It 54
Ship to Shore 56
Chapter 6 Throw Off the Bowlines 58
Moving On Up 60
There's Always One 62
International Naptime 63
This Bud's For You 64
What About You? 65
Ship to Shore 66
Chapter 7 Rocking the Boat: Effectively Handle Conflict 67
World Wrestling Bingo? 69
Bingo Brawl … Lessons Learned 71
Fork it Over 71
Handling Conflict Involves More EQ Than IQ 73
Ship to Shore 74
Chapter 8 All Hands on Deck: Building Exceptional Teams 75
You Never Know Who's Watching 75
Leaders Aren't Necessarily Bosses 77
Ship to Shore 77
Chapter 9 Walk the Plank: Fire Effectively 79
Follow the Process 80
It's Business, Not Personal 82
Ship to Shore 82
Chapter 10 Come Hell or High Water: Overcoming Obstacles 84
Rough Weather Does Not Discriminate 86
Fog Did What? 90
The Phone Call You Never Want To Get 91
Wedding Bell Blues 91
Ship to Shore 95
Chapter 11 We're All in the Same Boat: Leading with Empathy 97
Everyone Has a Story You Know Nothing About 100
Make the Space to Listen 101
Tragedy Brings Us Together 102
Ship to Shore 106
Chapter 12 Baby on Board 107
Kara's Journey 108
Wisdom Comes From Experience 117
Ship to Shore 118
Chapter 13 Running a Tight Ship: Creating Boundaries Within Your Organization 119
Health and Safety Protocols 122
Do People Really Fall Overboard? 123
Ship to Shore 124
Chapter 14 Deck Cadets: Planning for the Junior Cruisers 125
Three Things to Remember 126
Talk to the Kids 127
A Good Kids Program is a Win-Win-Win 129
Special Kid Groups 129
How Your Business Can Benefit From Kids 130
Ship to Shore 131
Chapter 15 A Rising Tide Lifts All Boats: Empowering Your Team 132
Empower Your Employees 133
A Happy Customer is a Repeat Customer 133
Puttin' on the Ritz 135
Ship to Shore 136
Chapter 16 Between the Devil and the Deep Blue Sea 137
Some People are Idiots 139
When There's Foul Play 140
Ship to Shore 141
Chapter 17 Whatever Floats Your Boat: Keeping the Customer Happy 142
Keeping It Clean 143
The Naked Truth 143
My Travel Agent Told Me 147
From the Cradle to the Grave 149
Ship to Shore 149
Chapter 18 Like Water Off a Duck's Back: Handling Criticism in the Social Media Age 151
But I Read it on the Internet 155
Do Your Homework 156
Ship to Shore 157
Epilogue 158
Connect with Paul 162
Acknowledgments 164
