CONRAD HILTON

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CONRAD HILTON
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CONRAD HILTON, at a gala celebrating his career,
was called to the podium and asked, What were
the most important lessons you learned in your
long and distinguished career? His answer
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Remember to tuck the shower curtain inside the
bathtub.
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Tom Peters Re-Imagine
EXCELLENCE! 2015 World Business Forum Sydney 28
May 2015 (Slides at tompeters.com and our
fully annotated 23-part Master Compendium at
excellencenow.com)
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In Search of Excellence/1982
The Bedrock Eight Basics 1. A
Bias for Action 2. Close to the Customer 3.
Autonomy and Entrepreneurship 4. Productivity
Through People 5. Hands On, Value-Driven 6. Stick
to the Knitting 7. Simple Form, Lean Staff 8.
Simultaneous Loose-Tight Properties
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Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
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ENTERPRISE (AT ITS BEST) An emotional, vital,
innovative, joyful, creative, entrepreneurial
endeavor that elicits maximum
concerted human
potential in the
wholehearted pursuit of EXCELLENCE in service of
others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
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PUTTING PEOPLE REALLY FIRST
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1/4,096 excellencenow.com Business has to
give people enriching, rewarding lives
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1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
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You have to treat your employees like
customers. Herb Kelleher If you want staff
to give great service, give great service to
staff. Ari Weinzweig
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What employees experience, Customers will. The
best marketing is happy, engaged employees. YOUR
CUSTOMERS WILL NEVER BE ANY HAPPIER THAN YOUR
EMPLOYEES. John DiJulius, The Customer Service
Revolution Overthrow Conventional Business,
Inspire Employees, and Change the World
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1996-2014/12 companies every year/ 341,567 new
jobs/172PublixWhole FoodsWegmansNordstrom
Cisco SystemsMarriottREIGoldman SachsFour
SeasonsSAS InstituteW.L. GoreTDIndustriesSour
ce Fortune/ The 100 Best Companies to Work
For/0315.15
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Training Investment 1!
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In the Army, 3-star generals worry about
training. In most businesses, it's a ho-hum
mid-level staff function.
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Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
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What is the best reason to go berserk over
training?
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What is the best reason to go bananas over
training? GREED. (It pays off.) (Also Training
should be an official part of the RD budget and
a capital expense.)
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
jump up down with glee? If not, why
not? Randomly stop an employee in the hall Can
she/he meticulously describe her/his development
plan for the next 12 months? If not, why not? Why
is your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly
stop an employee in the hall Can she/he
meticulously describe her/his development plan
for the next 12 months? If not, why not? Why is
your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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1st-Line Bosses Cadre of Productivity
Asset 1!
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Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
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People leave managers not companies. Dave
Wheeler
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WOMEN RULE!
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Women are rated higher in fully 12 of the 16
competencies that go into outstanding leadership.
And two of the traits where women outscored men
to the highest degree taking initiative and
driving for results have long been thought of
as particularly male strengths. Harvard
Business Review
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Research by McKinsey Co. suggests that to
succeed, start by promoting women. Nicholas
Kristof, Twitter, Women, and Power, NYTimes
In my experience, women make much better
executives than men. Kip Tindell, CEO,
Container Store
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For One BIG Thing McKinsey Company found
that the international companies with more women
on their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
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TECH TSUNAMI AND THE MORAL IMPERATIVEPEOPLE
DEVELOPMENT
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China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
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Since 1996, manufacturing employment in China
itself has actually fallen by an estimated 25
percent. Thats over 30,000,000 fewer Chinese
workers in that sector, even while output soared
by 70 percent. Its not that American workers
are being replaced by Chinese workers. Its that
both American and Chinese workers are being made
more efficient replaced by automation. Erik
Brynjolfsson and Andrew McAfee, The Second
Machine Age Work, Progress, and Prosperity in a
time of Brilliant Technologies
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IoT/Sensor Pills Proteus Digital Health is one
of several pioneers in sensor-based health
technology. They make a silicon chip the size of
a grain of sand that is embedded into a safely
digested pill that is swallowed. When the chip
mixes with stomach acids, the processor is
powered by the bodys electricity and transmits
data to a patch worn on the skin. That patch, in
turn, transmits data via Bluetooth to a mobile
app, which then transmits the data to a central
database where a health technician can verify if
a patient has taken her or his medications.
This is a bigger deal than it may seem. In
2012, it was estimated that people not taking
their prescribed medications cost 258 BILLION in
emergency room visits, hospitalization, and
doctor visits. An average of 130,000 Americans
die each year because they dont follow their
prescription regimens closely enough.. The FDA
approved placebo testing in April 2012 sensor
pills are ticketed to come to market in 2015 or
2016. Source Robert Scoble and Shel Israel,
Age of Context Mobile, Sensors, Data and the
Future of Privacy
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Human level capability has not turned out to be
a special stopping point from an engineering
perspective. Illah Reza Nourbakhsh, Robot
Futures/2013 SOFTWARE IS EATING THE WORLD.
Marc Andreessen/2014 The computers are in
control. We just live in their world. Danny
Hillis, Thinking Machines/2011 The
intellectual talents of highly trained
professionals are no more protected from
automation than is the drivers left turn.
Nicholas Carr, The Glass Cage Automation and
Us
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The New Logic Scale w/o EmploymentKodak
1988/145,000 employees 2012/bankruptInstagram
30,000,000 customers/13 employees(WhatsApp
450,000,000 customers/ 55 employees/Valued _at_
19,000,000,000)Source Robert Reichs
Blog/0317.15
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CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
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Lesson49 WTTMSW
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WHOEVER TRIES THE MOST STUFF WINS
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READY.FIRE!AIM.H. Ross Perot (vs. Aim! Aim!
Aim!/EDS vs. GM/1985)
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EXPERIMENT FEARLESSLYSource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1RELENTLESS TRIAL AND
ERROR Source Wall Street Journal, cornerstone
of effective approach to rebalancing company
portfolios in the face of changing and uncertain
global economic conditions (11.08.10)
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FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania FAIL FASTER. SUCCEED SOONER.
David Kelley/IDEOMOVE FAST. BREAK THINGS.
Facebook REWARD EXCELLENT FAILURES. PUNISH
MEDIOCRE SUCCESSES.Phil Daniels, Sydney exec

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LBTs Little BIG Things
A variation on WTTMSW
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Big carts 1.5X Source Walmart
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Bag sizes New markets B Source
PepsiCo
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2X When Friedman slightly curved the right
angle of an entrance corridor to one property, he
was amazed at the magnitude of change in
pedestrians behaviorthe percentage who entered
increased from one-third to nearly two-thirds.
Natasha Dow Schull, Addiction By Design
Machine Gambling in Las Vegas
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(1) AMENABLE TO RAPID EXPERIMENTATION/FAI
LURE FREE (NO BAD PR, NO ) (2)
QUICK TO IMPLEMENT/QUICK TO ROLL OUT (3)
INEXPENSIVE TO IMPLEMENT/ ROLL OUT (4)
HUGE POTENTIAL MULTIPLIER (5) AN ATTITUDE
WTTMSW/ SERIOUS PLAY (6) DOES NOT BY
AND LARGE REQUIRE A POWER POSITION FROM
WHICH TO LAUNCH EXPERIMENTS.
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You cant be a serious innovator unless and
until you are ready, willing and able to
seriously play. Serious play is not an
oxymoron it is the essence of innovation.
Michael Schrage, Serious Play
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WSJ/0910.13 What matters most to a company over
time? Strategy or culture? Dominic Barton,
Managing Director, McKinsey Co. Culture.
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WTTMSASTMSUTFW
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WHOEVER TRIES THE MOST STUFF AND SCR
EWS THE MOST STUFF UP THE FASTEST WINS
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We Are What We Eat.We Are Who We Spend Time
With.
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You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
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The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc., etc.) is a strategic
decision about Innovate, Yes or No
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Innovate or Die Measure It!
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Innovation Index How many of your Top 5
Strategic Initiatives/Key Projects score 8 or
higher out of 10 on a Weird/Profound/
Wow/Game-changer Scale? (At least 3???)
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TGRs8/80
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Customers describing their service experience as
superior 8 Companies describing the service
experience they provide as superior
80 Source Bain Company survey of 362
companies, reported in John DiJulius, What's the
Secret to Providing a World-class Customer
Experience?
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Conveyance Kingfisher Air Location Approach to
New Delhi
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May I clean your glasses, sir?
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ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
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LBTs gt BBTSCourtesies of a small and trivial
character are the ones which strike deepest in
the grateful and appreciating heart. Henry
Clay
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Social Business/ Customer Engagement
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Customer engagement is moving from relatively
isolated market transactions to deeply connected
and sustained social relationships. This basic
change in how we do business will make an impact
on just about everything we do. Social Business
By Design Transformative Social Media
Strategies For the Connected Company Dion
Hinchcliffe Peter Kim
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What used to be word of mouth is now word of
mouse. You are either creating brand ambassadors
or brand terrorists doing brand
assassination. John DiJulius, The Customer
Service Revolution Overthrow Conventional
Business, Inspire Employees, and Change the World
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Welcome to the Age of Social Media It takes 20
years to build a reputation and five minutes to
ruin it. Also, the Internet and technology have
made customers more demanding., and they expect
information, answers, products, responses, and
resolutions sooner than ASAP. John DiJulius,
The Customer Service Revolution Overthrow
Conventional Business, Inspire Employees, and
Change the World
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Welcome to the Age of Social Media The customer
is in complete control of communication. John
DiJulius, The Customer Service Revolution
Overthrow Conventional Business, Inspire
Employees, and Change the World
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I would rather engage in a Twitter
conversation with a single customer than see our
company attempt to attract the attention of
millions in a coveted Super Bowl commercial. Why?
Because having people discuss your brand directly
with you, actually connecting one-to-one, is far
more valuablenot to mention far cheaper!.
Consumers want to discuss what they like, the
companies they support, and the organizations and
leaders they resent. They want a community. They
want to be heard. If we engage employees,
customers, and prospective customers in
meaningful dialogue about their lives,
challenges, interests, and concerns, we can build
a community of trust, loyalty, andpossibly over
timehelp them become advocates and champions for
the brand. Peter Aceto, CEO, Tangerine (from
the Foreword to A World Gone Social How
Companies Must Adapt to Survive, by Ted Coine
Mark Babbit)
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BIG DATA BIG !
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Caesars Entertainment have bet their future on
harvesting personal data rather than developing
the fanciest properties. Adam Tanner, What
Stays in Vegas The World of Personal
DataLifeblood of Big Businessand the End of
Privacy as We Know it
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Women BUY Everything!
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Women BUY Everything !
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Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
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• W gt 2X (C I)
• Women now drive the global economy. Globally,
  they control about 20 trillion in consumer
  spending, and that figure could climb as high as
  28 trillion in the next five years. Their 13
  trillion in total yearly earnings could reach 18
  trillion in the same period. In aggregate, women
  represent a growth market bigger than China and
  India combinedmore than twice as big in fact.
  Given those numbers, it would be foolish to
  ignore or underestimate the female consumer. And
  yet many companies do just thateven ones that
  are confidant that they have a winning strategy
  when it comes to women. Consider Dells
• Source Michael Silverstein and Kate Sayre, The
  Female Economy, HBR, 09.09

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Women are THE majority market Fara
Warner/The Power of the Purse
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Women as Decision Makers/Various sourcesHome
Furnishings 94Vacations 92 (Adventure
Travel 70/ 55B travel equipment)Houses
91D.I.Y. (major home projects) 80Consumer
Electronics 51 (66 home computers) Cars
68 (influence 90)All consumer purchases 83
Bank Account 89Household investment
decisions 67Small business loans/biz starts
70Health Care 80In the USA women hold
gt50 managerial positions including gt50
purchasing officer positions hence women also
make the majority of commercial purchasing
decisions.
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Can you pass the Squint test ?
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We Old Farts like me Got the
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USA 1 BOOMER turns AGE
65 Every 8 SECONDS For the next 20 YEARS

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50_at_50 PEOPLE TURNING 50 TODAY HAVE MORE THAN
HALF OF THEIR ADULT LIFE AHEAD OF THEM. Bill
Novelli, 50 IGNITING A REVOLUTION TO REINVENT
AMERICA
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7/13 Cars gt50 47X 65, 35- 55 gt 55-
Web
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44-65 NEW CUSTOMER MAJORITY Source Ageless
Marketing, David Wolfe Robert Snyder
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LEADERSHIP I DO PEOPLE
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Les Wexner FROM FASHION TRENDS GURU TO JOY FROM
PICKING/ DEVELOPING PEOPLE! Limited Brands
founder Les Wexner queried on astounding longterm
growth profitability It happened, he said,
because I got as excited about developing
people as he had been about predicting fashion
trends in his early years.
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MBWA/25 (Managing By Wandering Around)
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Im always stopping by our stores at least 25
a week. Im also in other places Home Depot,
Whole Foods, Crate Barrel. I try to be a sponge
to pick up as much as I can. Howard
SchultzSource Fortune, Secrets of Greatness
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Acknowledgement!
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The deepest urge in human nature is the desire
to be important. John Dewey(In Dale Carnegie,
How to Win Friends and Influence People (The BIG
Secret of Dealing With People)
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Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
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The 4 most important words in any organization
are
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THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
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3
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Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. Divorce, loss
of a BILLION aircraft sale, etc., etc.

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THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. OPPORTUNITY.

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Meetings ROCK! Make that SHOULD Rock
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Complain all you want, but meetings are what
you boss/leader do!
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Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
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18
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The doctor interrupts after Source
Jerome Groopman, How Doctors Think
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18
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18 seconds!
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Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
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Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. AVOID MODERATION!
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