GAELLE DEVINS is the Chief Customer Officer at Breitling. She’s an expert at innovating strategies to create more communicative, connected workplaces that enhance team performance and customer experience. She is also the founder of FlowFusion SARL, a consulting practice, specialised in FLOW@WORK, FLOW2RETAIL and FLOW4YOU.

• Foreword xviiWhy I Wrote This Book 1The Power of the 3Ps 5The 3Ps Triangle of Flow Leadership 5Part I People 91 Your Input Is Your Output 112 Dare to Care 193 Ask the Right Questions: Let’s Talk about Needs 23Exercise: Practise the Art of Asking the Right Question 284 Equip Your People for Success 335 Coach to Empower 416 Establish Firm Boundaries: Create a Healthy Work Environment 517 Bring Healing Strategies to Your Workplace 578 Reconsider Your Current Metrics and KPIs 659 Reflect on Your Flow Leadership Journey 73Part I Key Takeaways 77Part II Purpose 8110 Bringing Purpose to the Workplace 8311 What Does Purpose Mean for Your People? 93Finding Purpose at the Individual Level – the First Layer of the Flow Leadership Triangle 97Your Values 99Do You Bring Your Passion to Work? 101Shifting Your Perspective 105Finding Purpose at the Team Level – the Second Layer of the Flow Leadership Triangle 108Step One – Team Focus 108Step Two – Individual Focus 10912 What is FLOW@WORK? 11113 Design Your FLOW@WORK Workshop Series 12114 It All Starts with You as Leaders 139Part II Key Takeaways 145Part III Performance 14715 Time for a New Set of KPIs 14916 The FLOW@WORK Equation 16517 The 3Ps Equilibrium Equation 17518 Unpacking the Science: Research Foundations of FLOW@WORK and its Equilibrium Equations 191Preliminary Data Analysis 195Regression Analysis: Predicting Performance from People and Purpose 198R- squared 200Second Study Results: Combined Model Only 200R- squared 201Key Insights 202Factor Loadings and Their Interpretation 202The 3Ps Equilibrium Equation 205Rationale for the 3Ps Equilibrium Equation 206Empirical Fit and Unique Insights 206Practical Applications of the 3Ps Equilibrium Equation 207Models and Equations: Weighted and Imbalance Formulas 208Insights from Model Comparisons 213Workplace Pyramid for the Multidimensional People Construct 214Findings From the Confirmatory Factor Analysis of the Multidimensional People Construct 219Examining Purpose as a Two- factor Scale 223Understanding the Bigger Picture of Flow@work 226Findings and Closing Thoughts 227Part III Key Takeaways 231Part IV the Flow Leader 23519 Transform the Workplace by Transforming Yourself 23720 Flow Leadership Comes from Self- Awareness 243Tip 1: ‘Self- Check- In’ to Become Self- Aware 246Tip 2: Identify and Transcend ‘Cognitive Dissonance’ 247Tip 3: Openly Share Your ‘To Work On’ List 251Tip 4: Recondition Your Beliefs 25421 Who You Are Is How You Lead 257Tip 1: From Self- Awareness to External Awareness – Understand Your Impact on Others 259Tip 2: People Before Paperwork and Process 26422 Earn Your People’s Trust 271Tip 1: Stand Up for Your Team 273Tip 2: Create Co- Responsibility and Co- Accountability 27623 From Theoretical Values to a Behavioural Set of Principles 281Tip 1: Navigate the World of Values 283Tip 2: Examine How Your Values Have Permeated the Organization 285Tip 3: Raise the Awareness on Your Company Values 288Tip 4: From Brand Values to Service Philosophy 289Tip 5: Practise What You Preach! 29124 Say Thank You and Connect at a Human Level 293Tip 1: Spread Happiness in the Workplace 296Tip 2: Say ‘Thank You’ Instead of ‘I am Sorry’ 298Tip 3: Personalize Your ‘Thank You’ for Deeper Meaning and Connection 299Tip 4: Witness the Act of Caring for Your Teams 301Tip 5: Ask for Your Team’s Input 303Tip 6: Gain the Ability to Connect on a Human- to- Human Level 30425 Embracing the Journey 30726 The Seeds of Change 311Part IV Key Takeaways 317Appendix: The FLOW@WORK Research Survey 325FLOW@WORK Survey V 2 325Section 1: People (P1) 328Section 2: Purpose (P2) 330Section 3: Performance (P3) 333Section 4: Multidimensional People Scale 335Acknowledgements 341Bibliography 347About the Author 351Index 353

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GAELLE DEVINS is the Chief Customer Officer at Breitling. She’s an expert at innovating strategies to create more communicative, connected workplaces that enhance team performance and customer experience. She is also the founder of FlowFusion SARL, a consulting practice, specialised in FLOW@WORK, FLOW2RETAIL and FLOW4YOU.

• Foreword xviiWhy I Wrote This Book 1The Power of the 3Ps 5The 3Ps Triangle of Flow Leadership 5Part I People 91 Your Input Is Your Output 112 Dare to Care 193 Ask the Right Questions: Let’s Talk about Needs 23Exercise: Practise the Art of Asking the Right Question 284 Equip Your People for Success 335 Coach to Empower 416 Establish Firm Boundaries: Create a Healthy Work Environment 517 Bring Healing Strategies to Your Workplace 578 Reconsider Your Current Metrics and KPIs 659 Reflect on Your Flow Leadership Journey 73Part I Key Takeaways 77Part II Purpose 8110 Bringing Purpose to the Workplace 8311 What Does Purpose Mean for Your People? 93Finding Purpose at the Individual Level – the First Layer of the Flow Leadership Triangle 97Your Values 99Do You Bring Your Passion to Work? 101Shifting Your Perspective 105Finding Purpose at the Team Level – the Second Layer of the Flow Leadership Triangle 108Step One – Team Focus 108Step Two – Individual Focus 10912 What is FLOW@WORK? 11113 Design Your FLOW@WORK Workshop Series 12114 It All Starts with You as Leaders 139Part II Key Takeaways 145Part III Performance 14715 Time for a New Set of KPIs 14916 The FLOW@WORK Equation 16517 The 3Ps Equilibrium Equation 17518 Unpacking the Science: Research Foundations of FLOW@WORK and its Equilibrium Equations 191Preliminary Data Analysis 195Regression Analysis: Predicting Performance from People and Purpose 198R- squared 200Second Study Results: Combined Model Only 200R- squared 201Key Insights 202Factor Loadings and Their Interpretation 202The 3Ps Equilibrium Equation 205Rationale for the 3Ps Equilibrium Equation 206Empirical Fit and Unique Insights 206Practical Applications of the 3Ps Equilibrium Equation 207Models and Equations: Weighted and Imbalance Formulas 208Insights from Model Comparisons 213Workplace Pyramid for the Multidimensional People Construct 214Findings From the Confirmatory Factor Analysis of the Multidimensional People Construct 219Examining Purpose as a Two- factor Scale 223Understanding the Bigger Picture of Flow@work 226Findings and Closing Thoughts 227Part III Key Takeaways 231Part IV the Flow Leader 23519 Transform the Workplace by Transforming Yourself 23720 Flow Leadership Comes from Self- Awareness 243Tip 1: ‘Self- Check- In’ to Become Self- Aware 246Tip 2: Identify and Transcend ‘Cognitive Dissonance’ 247Tip 3: Openly Share Your ‘To Work On’ List 251Tip 4: Recondition Your Beliefs 25421 Who You Are Is How You Lead 257Tip 1: From Self- Awareness to External Awareness – Understand Your Impact on Others 259Tip 2: People Before Paperwork and Process 26422 Earn Your People’s Trust 271Tip 1: Stand Up for Your Team 273Tip 2: Create Co- Responsibility and Co- Accountability 27623 From Theoretical Values to a Behavioural Set of Principles 281Tip 1: Navigate the World of Values 283Tip 2: Examine How Your Values Have Permeated the Organization 285Tip 3: Raise the Awareness on Your Company Values 288Tip 4: From Brand Values to Service Philosophy 289Tip 5: Practise What You Preach! 29124 Say Thank You and Connect at a Human Level 293Tip 1: Spread Happiness in the Workplace 296Tip 2: Say ‘Thank You’ Instead of ‘I am Sorry’ 298Tip 3: Personalize Your ‘Thank You’ for Deeper Meaning and Connection 299Tip 4: Witness the Act of Caring for Your Teams 301Tip 5: Ask for Your Team’s Input 303Tip 6: Gain the Ability to Connect on a Human- to- Human Level 30425 Embracing the Journey 30726 The Seeds of Change 311Part IV Key Takeaways 317Appendix: The FLOW@WORK Research Survey 325FLOW@WORK Survey V 2 325Section 1: People (P1) 328Section 2: Purpose (P2) 330Section 3: Performance (P3) 333Section 4: Multidimensional People Scale 335Acknowledgements 341Bibliography 347About the Author 351Index 353

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GAELLE DEVINS is the Chief Customer Officer at Breitling. She’s an expert at innovating strategies to create more communicative, connected workplaces that enhance team performance and customer experience. She is also the founder of FlowFusion SARL, a consulting practice, specialised in FLOW@WORK, FLOW2RETAIL and FLOW4YOU.

• Foreword xviiWhy I Wrote This Book 1The Power of the 3Ps 5The 3Ps Triangle of Flow Leadership 5Part I People 91 Your Input Is Your Output 112 Dare to Care 193 Ask the Right Questions: Let’s Talk about Needs 23Exercise: Practise the Art of Asking the Right Question 284 Equip Your People for Success 335 Coach to Empower 416 Establish Firm Boundaries: Create a Healthy Work Environment 517 Bring Healing Strategies to Your Workplace 578 Reconsider Your Current Metrics and KPIs 659 Reflect on Your Flow Leadership Journey 73Part I Key Takeaways 77Part II Purpose 8110 Bringing Purpose to the Workplace 8311 What Does Purpose Mean for Your People? 93Finding Purpose at the Individual Level – the First Layer of the Flow Leadership Triangle 97Your Values 99Do You Bring Your Passion to Work? 101Shifting Your Perspective 105Finding Purpose at the Team Level – the Second Layer of the Flow Leadership Triangle 108Step One – Team Focus 108Step Two – Individual Focus 10912 What is FLOW@WORK? 11113 Design Your FLOW@WORK Workshop Series 12114 It All Starts with You as Leaders 139Part II Key Takeaways 145Part III Performance 14715 Time for a New Set of KPIs 14916 The FLOW@WORK Equation 16517 The 3Ps Equilibrium Equation 17518 Unpacking the Science: Research Foundations of FLOW@WORK and its Equilibrium Equations 191Preliminary Data Analysis 195Regression Analysis: Predicting Performance from People and Purpose 198R- squared 200Second Study Results: Combined Model Only 200R- squared 201Key Insights 202Factor Loadings and Their Interpretation 202The 3Ps Equilibrium Equation 205Rationale for the 3Ps Equilibrium Equation 206Empirical Fit and Unique Insights 206Practical Applications of the 3Ps Equilibrium Equation 207Models and Equations: Weighted and Imbalance Formulas 208Insights from Model Comparisons 213Workplace Pyramid for the Multidimensional People Construct 214Findings From the Confirmatory Factor Analysis of the Multidimensional People Construct 219Examining Purpose as a Two- factor Scale 223Understanding the Bigger Picture of Flow@work 226Findings and Closing Thoughts 227Part III Key Takeaways 231Part IV the Flow Leader 23519 Transform the Workplace by Transforming Yourself 23720 Flow Leadership Comes from Self- Awareness 243Tip 1: ‘Self- Check- In’ to Become Self- Aware 246Tip 2: Identify and Transcend ‘Cognitive Dissonance’ 247Tip 3: Openly Share Your ‘To Work On’ List 251Tip 4: Recondition Your Beliefs 25421 Who You Are Is How You Lead 257Tip 1: From Self- Awareness to External Awareness – Understand Your Impact on Others 259Tip 2: People Before Paperwork and Process 26422 Earn Your People’s Trust 271Tip 1: Stand Up for Your Team 273Tip 2: Create Co- Responsibility and Co- Accountability 27623 From Theoretical Values to a Behavioural Set of Principles 281Tip 1: Navigate the World of Values 283Tip 2: Examine How Your Values Have Permeated the Organization 285Tip 3: Raise the Awareness on Your Company Values 288Tip 4: From Brand Values to Service Philosophy 289Tip 5: Practise What You Preach! 29124 Say Thank You and Connect at a Human Level 293Tip 1: Spread Happiness in the Workplace 296Tip 2: Say ‘Thank You’ Instead of ‘I am Sorry’ 298Tip 3: Personalize Your ‘Thank You’ for Deeper Meaning and Connection 299Tip 4: Witness the Act of Caring for Your Teams 301Tip 5: Ask for Your Team’s Input 303Tip 6: Gain the Ability to Connect on a Human- to- Human Level 30425 Embracing the Journey 30726 The Seeds of Change 311Part IV Key Takeaways 317Appendix: The FLOW@WORK Research Survey 325FLOW@WORK Survey V 2 325Section 1: People (P1) 328Section 2: Purpose (P2) 330Section 3: Performance (P3) 333Section 4: Multidimensional People Scale 335Acknowledgements 341Bibliography 347About the Author 351Index 353

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