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Conrad Hilton

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Press Ganey Assoc: 139,380 former patients from 225 hospitals: NONE of THE top 15 factors determining Patient Satisfaction referred to patient s health outcome ... – PowerPoint PPT presentation

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Title: Conrad Hilton


1
18
2
Conrad Hilton
3
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
4
REMEMBER TO TUCK THE SHOWER CURTAIN INSIDE THE
BATHTUB.
5
Decisions are made by those who show up.
Aaron Sorkin (Mark McCormacks 3K/5M
rule)
6
2X
7
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
8
Machine Gambling Pleasing odor 1 vs.
pleasing odor 2 45 revenue Source
Effects of Ambient Odors on Slot-Machine Useage
in Las Vegas Casinos, reported in Natasha Dow
Schull, Addiction By Design Machine Gambling in
Las Vegas (66 revenue, 85 profit)
9
Glaring Eyes -62 Source PLOS ONE (via The
Atlantic CITIES /0429.13)
10
Flash! When I work with experimental digital
gadgets, I am always reminded of how small
changes in the details of a digital design can
have profound unforeseen effects on the
experiences of the people who are playing with
it. The slightest change in something as
seemingly trivial as the ease of use of a button
can sometimes alter behavior patterns. For
instance, Stanford University researcher Jeremy
Bailinson has demonstrated that changing the
height of ones avatars in immersive virtual
reality transforms self-esteem and social
self-perception. Technologies are extensions of
ourselves, and, like the avatars in Jeremys lab,
our identities can be shifted by the quirks of
gadgets. It is impossible to work with
information technology without also engaging in
social engineering. Jaron Lanier, You Are Not
a Gadget
11
You get a sense of the scale and intricacy of
the task by considering the sound effects alone
The game contains 54,000 pieces of audio and
40,000 lines of dialogue. There are 2,700
different noises for footsteps alone depending on
whose foot is stepping on what. Sam Leith on
Halo 3, from Jane McGonigal, Reality Is Broken
Why Games Make Us Better and How They Can Change
the World
12
Big carts 1.5X Source WalMart
13
120-oz container to ketchup-bottle size
laundry-detergent concentrate (100 conversion)
1/4th packaging 1/4th weight 1/4th cost to
ship 1/4th space on ships, trucks, shelves. 3
years 95M s plastic resin saved, 125M s
cardboard conserved, 400M less gallons of water
shipped, 500K gallons less diesel fuel, 11M less
s CO2 released)Source Force of Nature The
Unlikely Story of Walmarts Green Revolution,
Edward Humes
14
LITTLE BIG
15
ltTGWand gtTGRThings Gone WRONG- Things
Gone RIGHT.
16
IT IS THE GAME.
17
crack the code on how your company can develop
and live its unique story
18
Press Ganey Assoc 139,380 former patients from
225 hospitalsNONE of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomeP.S. directly related
to Staff InteractionP.P.S. directly correlated
with Employee Satisfaction Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
19
WSJ/0910.13 What matters most to a company over
time? Strategy or culture? Dominic Barton, MD,
Mc Kinsey Co. Culture.
20
B(I) gt B(O)
21
If I could have chosen not to tackle the IBM
culture head-on, I probably wouldnt have. My
bias coming in was toward strategy, analysis and
measurement. In comparison, changing the attitude
and behaviors of hundreds of thousands of people
is very, very hard. Yet I came to see in my
time at IBM that culture isnt just one aspect of
the game IT IS THE GAME. Lou Gerstner, Who
Says Elephants Cant Dance
22
Why in the World did you go to Siberia?
23
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
24
Hard is Soft. Soft is Hard.
25
BUSINESS HAS TO GIVE PEOPLE ENRICHING, REWARDING
LIVES OR IT'S SIMPLY NOT WORTH DOING.
Richard Branson (1/4,096)
26
In a world where customers wake up every morning
asking, Whats new, whats different, whats
amazing? success depends on a companys ability
to unleash initiative, imagination and passion of
employees at all levels and this can only happen
if all those folks are connected heart and soul
to their work their calling, their company
and their mission. John Mackey and Raj Sisoda,
Conscious Capitalism Liberating the Heroic
Spirit of Business
27
You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs pilots union
took out a full-page ad in USA Today thanking HK
for all he had done) across the way in Dallas,
American Airlines pilots were picketing AAs
Annual Meeting)
28
"When I hire someone, that's when I go to work
for them. John DiJulius, "What's the Secret to
Providing a World-class Customer Experience"
29
Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
30
"If you want staff to give great service, give
great service to staff." Ari Weinzweig,
Zingerman's
31
If you want to WOW your customers then you must
first WOW those who WOW the customers!
32
The path to a hostmanship culture
paradoxically does not go through the guest. In
fact it wouldnt be totally wrong to say that the
guest has nothing to do with it. True hostmanship
leaders focus on their employees. What drives
exceptionalism is finding the right people and
getting them to love their work and see it as a
passion. ... The guest comes into the picture
only when you are ready to ask, Would you prefer
to stay at a hotel where the staff love their
work or where management has made customers its
highest priority? We went through the hotel
and made a ... consideration renovation.
Instead of redoing bathrooms, dining rooms, and
guest rooms, we gave employees new uniforms,
bought flowers and fruit, and changed colors. Our
focus was totally on the staff. They were the
ones we wanted to make happy. We wanted them to
wake up every morning excited about a new day at
work. Jan Gunnarsson and Olle Blohm,
Hostmanship The Art of Making People Feel
Welcome.
33
We are a Life Success Company.Dave Liniger,
founder, RE/MAX
34
The organization would ultimately win not
because it gave agents more money, but because it
gave them a chance for better lives. Phil
Harkins Keith Hollihan, Everybody Wins, on
RE/MAX
35
The role of the Director is to create a space
where the actors and actresses can BECOME MORE
THAN THEYVE EVER BEEN BEFORE, MORE THAN THEYVE
DREAMED OF BEING. Robert Altman, Oscar
acceptance speech
36
BRAND TALENT.
37
Our MissionTO DEVELOP AND MANAGE TALENTTO
APPLY THAT TALENT,THROUGHOUT THE WORLD, FOR THE
BENEFIT OF CLIENTSTO DO SO IN PARTNERSHIP TO
DO SO WITH PROFIT.WPP
38
NO LESS THAN CATHEDRALS IN WHICH THE FULL AND
AWESOME POWER OF THE IMAGINATION AND SPIRIT AND
NATIVE ENTREPRENEURIAL FLAIR OF DIVERSE
INDIVIDUALS IS UNLEASHED IN PASSIONATE PURSUIT OF
EXCELLENCE.
39
Oath of Office Managers/Servant
Leaders Our goal is to serve our customers
brilliantly and profitably over the long
haul. Serving our customers brilliantly and
profitably over the long haul is a product of
brilliantly serving, over the long haul, the
people who serve the customer. Hence, our job as
leadersthe alpha and the omega and everything
in betweenis abetting the sustained growth
and success and engagement and enthusiasm and
commitment to Excellence of those, one at a time,
who directly or indirectly serve the ultimate
customer. Weleaders of every stripeare in the
Human Growth and Development and Success and
Aspiration to Excellence business. We
leaders only grow when they each and every
one of our colleagues are growing. We
leaders only succeed when they each and
every one of our colleagues are
succeeding. We leaders only energetically
march toward Excellence when they each and
every one of our colleagues are energetically
marching toward Excellence. Period.
40
  • A 15-Point Human Capital Development
    Manifesto
  • Corporate social responsibility starts at
    homei.e., inside the enterprise! MAXIMIZING
    GDD/Gross Domestic Development of the workforce
    is the primary source of mid-term and beyond
    growth and profitabilityand maximizes national
    productivity and wealth.
  • 2. Regardless of the transient external
    situation, development of human capital is
    always the 1 priority. This is true in general,
    in particular in difficult times which demand
    resilienceand uniquely true in this age in which
    IMAGINATIVE brainwork is de facto the only
    plausible survival strategy for higher wage
    nations. (Generic brainwork, traditional and
    dominant white-collar activities, is
    increasingly being performed by exponentially
    enhanced artificial intelligence.)

41
The Memories
That Matter The people you developed who went on
to stellar accomplishments inside or outside
the company. The (no more than) two or three
people you developed who went on to create
stellar institutions of their own. The long shots
(people with a certain something) you bet on
who surprised themselvesand your peers. The
people of all stripes who 2/5/10/20 years
later say You made a difference in my life,
Your belief in me changed everything. The sort
of/character of people you hired in general. (And
the bad apples you chucked out despite some
stellar traits.) A handful of projects (a half
dozen at most) you doggedly pursued that
still make you smile and which fundamentally
changed the way things are done inside or
outside the company/industry. The supercharged
camaraderie of a handful of Great Teams aiming
to change the world.
42
life and death decisions
43
Promotion Decisionslife and death
decisionsSource Peter Drucker, The Practice
of Management
44
2/YEAR LEGACY.
45
A man should never be promoted to a
managerial position if his vision focuses on
peoples weaknesses rather than on their
strengths. Peter Drucker, The Practice of
Management
46
Les Wexner From sweaters to people! Limited
Brands founder Les Wexner queried on astounding
long-term successsaid, in effect, it happened
because he got as excited about developing
people as he had been about predicting fashion
trends in his early years
47
53 53
48
The key difference between checkers and chess
is that in checkers the pieces all move the same
way, whereas in chess all the pieces move
differently. DISCOVER WHAT IS UNIQUE ABOUT EACH
PERSON AND CAPITALIZE ON IT. Marcus
Buckingham, The One Thing You Need to Know
49
70 CENTS
50
Development can help great people be even
BETTERBUT IF I HAD A DOLLAR TO SPEND, ID SPEND
70 CENTS GETTING THE RIGHT PERSON IN THE DOOR.
Paul Russell, Director, Leadership and
Development, Google
51
In short, hiring is the most important aspect
of business and yet remains woefully
misunderstood. Source Wall Street Journal,
10.29.08, review of Who The A Method for
Hiring, Geoff Smart and Randy Street
52
this will be the womans century
President Dilma Rousseff of Brazil, 1st
woman to keynote the United Nation General
Assembly
53
Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
54
  • 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

55
AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
56
Womens Negotiating
StrengthsAbility to put themselves in their
counterparties shoesComprehensive, attentive
and detailed communication styleEmpathy that
facilitates trust-buildingCurious and attentive
listeningLess competitive attitudeStrong
sense of fairness and ability to
persuadeProactive risk managerCollaborative
decision-makingSource Horacio Falcao, Cover
story/May 2006, World Business, Say It Like a
Woman Why the 21st-century negotiator will need
the female touch
57
Warren Buffett Invests Like a Girl And Why
YouShould Too Louann Lofton,
58
C-level?!!
59
In the Army, 3-star generals worry about
training. In most businesses, it's a ho hum
mid-level staff function.
60
I would hazard a guess that most CEOs see IT
investments as a strategic necessity, but see
training expenses as a necessary evil.
61
Container Store 270/16 10/gt100
62
SERGEANTS
63
If the regimental commander lost most of his 2nd
lieutenants and 1st lieutenants and captains and
majors, it would be a tragedy. If he lost his
sergeants it would be a catastrophe. The Army and
the Navy are fully aware that success on the
battlefield is dependent to an extraordinary
degree on its Sergeants and Chief Petty Officers.
Does industry have the same awareness?
64
People leave managers not companies. Dave
Wheeler
65
The 4 most important words in any organization
are
66
THE FOUR MOST IMPORTANT WORDS IN ANY
ORGANIZATION ARE WHAT DO YOU THINK?
Source courtesy Dave Wheeler, posted at
tompeters.com
67
The deepest principal in human nature is the
craving to be appreciated.William
JamesCraving, not wish or desire or
longing/Dale Carnegie, How to Win Friends and
Influence People (The BIG Secret of Dealing
With People)
68
Yes, but Yes, and
69
18
70
THE DOCTOR INTERRUPTS AFTER Source
Jerome Groopman, How Doctors Think
71
18
72
18 SECONDS!
73
An obsession with Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organizational effectiveness.) cont.
74
Best Listeners Win IF YOU DONT LISTEN, YOU
DONT SELL ANYTHING. Carolyn Marland
75
10 Essential Selling Principles Most Salespeople
Get Wrong 1. Assuming the problem that the
prospect communicates is the real problem. 2.
Thinking that your sales presentation will seal
the deal. 3. Talking too much. 4. Believing that
you can sell anybody anything. 5. Overeducating
the prospect when you should be selling. 6.
Failing to remember that salespeople are
decision-makers, too. 7. Reading minds. 8.
Working as an unpaid consultant to seal the
deal. 9. Being your own worst enemy. 10. Keeping
your fingers crossed that a prospect doesnt
notice a problem. Source Forbes/0503.13
76
8 of 10 sales presentations fail50 failed
sales presentations talking at before
listening!Susan Scott, Let Silence Do the
Heavy Listening, chapter title, Fierce
Conversations Achieving Success at Work and in
Life, One Conversation at a Time
77
I always write LISTEN on the back of my hand
before a meeting. Source Tweet viewed
_at_tom_peters
78
LISTEN PROFESSION STUDY PRACTICE
EVALUATION ENTERPRISE VALUE
79
We live with a value system that I call the
Extrovert Idealthe omnipresent belief that the
ideal self is gregarious, alpha, and comfortable
in the spotlight. The archetypal extrovert
prefers action to contemplation, risk-taking to
heed-taking, certainty to doubt. We think that
we value individuality, but all too often we
admire one type of individual Introversion is
now a second-class personality trait. The
Extrovert Ideal has been documented in many
studies. Talkative people, for example, are rated
as smarter, better looking, more interesting, and
more desirable as friends. Velocity of speech
counts as well as volume We rank fast talkers as
more competent and likeable than slow ones. But
we make a grave mistake to embrace the Extrovert
Ideal so unthinkingly. As the science
journalist Winifred Gallagher writes, The glory
of the disposition that stops to consider stimuli
rather than rushing to engage with them is its
long association with intellectual and artistic
achievement. Neither E mc squared or Paradise
Lost was dashed off by a party animal. Even in
less obviously introverted occupations, like
finance, politics, and activism, some of the
greatest leaps forward were made by introverts
figures like Eleanor Roosevelt, Warren Buffett
and Gandhi achieved what they did not in spite of
but because of their introversion. Susan Cain,
Quiet The Power of Introverts in a World That
Cant Stop Talking
80
If you are a manager, remember that one third to
one half of your workforce is probably
introverted, whether they appear that way or not.
Think twice about how you design your
organizations office space. Dont expect
introverts to get jazzed up about open office
plans or, for that matter, lunchtime birthday
parties or teambuilding retreats. Make the most
of introverts strengths these are the people
who can help you think deeply, strategize, solve
complex problems, and spot canaries in your coal
mine. Also remember the dangers of the new
groupthink. If its creativity youre after, ask
your employees to solve problems alone before
sharing their ideas Dont mistake assertiveness
or elegance for good ideas. If you have a
proactive workforce (and I hope you do), remember
that they may perform better under an introverted
leader than under an extroverted or charismatic
one. Susan Cain, Quiet The Power of Introverts
in a World That Cant Stop Talking
81
The essence of intelligence would seem to be in
knowing when to think and act quickly, and
knowing when to think and act slowly. Robert
Sternberg, in Frank Partnoy, Wait The Art and
Science of Delay
82
When we thin slice, we reach powerful
unconscious conclusions about others in seconds.
Unfortunately, they are often wrong. Frank
Partnoy, Wait The Art and Science of Delay
83
In a gentle way, you can shake the world.
Gandhi, from Susan Cain, Quiet The Power of
Introverts in a World That Cant Stop Talking
84
SUCK DOWN FOR SUCCESS!
85
Loser Hes such a suck-up!Winner
Hes such a suck-down.
86
Success doesnt depend on the number of people
you know it depends on the number of people you
know in high places!or Success doesnt
depend on the number of people you know it
depends on the number of people you know in low
places!
87
George Crile (Charlie Wilsons War) on Gust
Avarkotos strategy He had become something
of a legend with these people who manned the
underbelly of the Agency CIA.
88
I got to know his secretaries. Dick
Parsons (as CEO Time Warner, on successfully
dealing with Carl Icahn)
89
S ƒ(DR -2L, -3L, -4L, IE) Success is a
function of Number and depth of relationships 2,
3, and 4 levels down inside and outside the
organization S ƒ(SDgtSU) Sucking down is more
important than sucking upthe idea is to have the
your entire organization working for you S
ƒ(non-FF, non-FL) Number of friends, number of
lunches with people not in my function S
ƒ(XFL/m) Number of lunches with colleagues in
other functions per month S ƒ(FF) Number of
friends in the finance organization
90
Women see power in terms of influence, not
rank. Fortune
91
XFX 1 Cross-Functional eXcellence
92
Never waste a lunch!
93
Allied commands depend on mutual confidence and
this confidence is gained, above all through
the development of friendships. General
D.D. Eisenhower, Armchair General Perhaps
his most outstanding ability at West Point was
the ease with which he made friends and earned
the trust of fellow cadets who came from widely
varied backgrounds it was a quality that would
pay great dividends during his future coalition
command.
94
(No Transcript)
95
"It became necessary to develop medicine as a
cooperative science the clinician, the
specialist, the laboratory workers, the nurses
uniting for the good of the patient, each
assisting in the elucidation of the problem at
hand, and each dependent upon the other for
support. Dr. William Mayo, 1910
96
Competency is irrelevant if we dont share
common values. Mayo Clinic exec, from Leonard
Berry Kent Seltman, Orchestrating the Clues
of Quality, Chapter 7 from Management Lessons
From Mayo Clinic
97
I am hundreds of times better here than in
my prior hospital assignment because of the
support system. Its like you were working in an
organism you are not a single cell when you are
out there practicing. quote from Dr. Nina
Schwenk, in Chapter 3, Practicing Team
Medicine, from Leonard Berry Kent Seltman,
from Management Lessons From Mayo Clinic
98
"The personnel committees on all three campuses
have become aggressive in addressing the issue of
physicians who are not living the Mayo value of
exhibiting respectful, collegial behavior to all
team members. Some physicians have been suspended
without pay or terminated. Leonard Barry
Kent Seltman, Management Lessons from Mayo Clinic

99
WOW!!Observed closely The use of I or we
during a job interview. Source Leonard Berry
Kent Seltman, chapter 6, Hiring for Values,
Management Lessons From Mayo Clinic
100
Every week every swimmer reports on how he helped
a teammate Source Skip Kenney, Stanford mens
swimming coach, 31 consecutive PAC10
championships, 7 NCAA championships
101
eLunch!
102
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
103
MillerCoors Gender imbalance. Women odf Sales
peer support. Private network, Attrition
plummeted. Teva Canada Supply chain excellence
achieved. Share-Point/troubleshooting/Strategy-Net
s/hooked to other functions Moxie social tools,
document editing, etc. IBM Social business
tools/30 percent drop in project completion
time/300K on LinkedIn, 200K on Facebook Bloomberg
Mobi social media analytics prelude to stock
performance Intuit struggling against HR Block
temp staffing/customers 1 asset/Live Community,
focused on help with transactions (not general,
embedded in TurboTax Social Business By Design
Transformative Social Media Strategies For the
Connected Company Dion Hinchcliffe Peter Kim
104
Wow!
105
Retail Superstars Inside the 25 Best Independent
Stores in America by George Whalin
106
Jungle Jims International Market, Fairfield,
Ohio An adventure in shoppertainment, as
Jungle Jims calls it, begins in the parking lot
and goes on to 1,600 cheeses and, yes, 1,400
varieties of hot sauce not to mention 12,000
wines priced from 8 to 8,000 a bottle all this
is brought to you by 4,000 vendors. Customers
come from every corner of the globe. Bronners
Christmas Wonderland, Frankenmuth, Michigan, pop
5,000 98,000-square-foot shop features the
likes of 6,000 Christmas ornaments, 50,000 trims,
and anything else you can name if it pertains to
Christmas. Source George Whalin, Retail
Superstars
107
Be the best. Its the only market thats not
crowded. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
108
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!
109
14,00020,00030
110
14,000/eBay20,000/Amazon30/Craigslist
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