The authors state that to be most effective, the twelve questions must be dealt with in order. Great managers begin with the first six and know that they must spend a great deal of time and energy there. Great managers know that each person is different and they work to capitalize on this. They do not try to change or mold people but help them become more of what they already are. In short, they break all the rules of conventional wisdom.
Managers play a vital and distinct role.
The manager role is the catalyst role. Looking back to the twelve questions, the first six provide the detail for the catalyst role. Great managers differ from great leaders. Great managers look inward . They look inside the organization, into each individual, into the differences in style, goals, needs, and motivation of each person.