Table of Contents

Dedication and Acknowledgements vii Foreword ix Introduction xi PART I Great Expectations 1 You're Digging in the Wrong Place 3 2 The Expectation Gap 21 3 Ask Your Doctor about Expectation Alignment Dysfunction 43 4 An Intentional Framework 67 PART II Three Contracts 5 The Brand Contract 91 6 The Transactional Contract 111 7 The Psychological Contract 131 PART III Trust 8 Moments of Truth 153 9 Engagement MAGIC (R) 175 10 Building the EXtraordinary 191 Appendix Comparing the Three Contracts: Brand, Transactional, and Psychological 199 Notes 201 Index 209

About the Author

TRACY MAYLETT, Ed.D, SPHR, SHRM-SCP, is the CEO of DecisionWise, where he currently advises leaders across the globe in leadership, change, and employee engagement. Maylett holds a doctorate from Pepperdine University and an MBA from BYU. He is a recognized author, and teaches in the Marriott School of Management at Brigham Young University. MATTHEW WRIDE, JD, PHR, is the COO of DecisionWise. With an extensive business background, Wride brings a fresh approach to organization development and leadership consulting. He is passionate about helping leaders create winning employee experiences. Wride holds a JD from Willamette University and a master's degree from the University of Washington. For over two decades, DecisionWise has advised organizations and leaders in more than seventy countries on leadership, assessment, talent, organization development, and the employee experience. Visit us online at www.decision-wise.com.