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The Challenge: To Create More Value in All Negotiations

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Title: The Challenge: To Create More Value in All Negotiations Author: Conflict Management, Inc. Last modified by: Cathy Mosca Created Date: 9/8/1995 1:29:58 PM – PowerPoint PPT presentation

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Title: The Challenge: To Create More Value in All Negotiations


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NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
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1
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Conrad Hilton
5
Conrad Hilton, at a gala celebrating his career,
was asked, What was the most important lesson
youve learned in you long and distinguished
career? His immediate answer
6
remember to tuck the shower curtain inside the
bathtub
7
Execution is strategy. Fred Malek
8
The art of war does not require complicated
maneuvers the simplest are the best and common
sense is fundamental. From which one might wonder
how it is generals make blunders it is because
they try to be clever. Napoleon
9
Internal organizational excellence Deepest
Blue Ocean
10
The ONE Question In the last year 3 years,
current job, name the three people whose
growth youve most contributed to. Please explain
where they were at the beginning of the year,
where they are today, and where they are heading
in the next 12 months. Please explain in
painstaking detail your development strategy in
each case. Please tell me your biggest
development disappointmentlooking back, could
you or would you have done anything differently?
Please tell me about your greatest development
triumphand disasterin the last five years.
What are the three big things youve learned
about helping people grow along the way.
11
Tom Peters Excellence. Always. National
Confectioners Association State of the Industry
Conference 18 February 2010/Miami
12
2
13
MBWA
14
25
15
Sunday Drive By The CEO of a very successful
mid-sized bank, in the Mid-west, attended a
seminar of mine in Northern California in the
mid-80sbut I remember the following as if it
were yesterday. Ive forgotten the specific
context, but I recall him saying to me, pretty
much word for word, Tom let me tell you the
definition of a good lending officer. After
church on Sunday, on the way home with his
family, he takes a little detour to drive by the
factory he just lent money to. Doesnt go in or
any such thing, just drives by and takes a look.
16
It suddenly occurred to me that in the space of
two or three hours
17
It suddenly occurred to me that in the space of
two or three hours he never talked about cars.
Les Wexner            
18
3
19
Excellence1982 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
20
Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
21
Hard Is Soft Soft Is Hard
22
Hard Is Soft (Plans, s) Soft Is Hard (people,
customers, values, relationships)
23
4
24
I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious
25
I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Buy a very
large one and just wait. Paul Ormerod, Why
Most Things Fail Evolution, Extinction and
Economics
26
Mr. Foster and his McKinsey colleagues collected
detailed performance data stretching back 40
years for 1,000 U.S. companies. They found that
none of the long-term survivors managed to
outperform the market. Worse, the longer
companies had been in the database, the worse
they did. Financial Times
27
14,000 20,000 30
28
14,000/eBay 20,000/Amazon 30/Craigslist Lockhee
d Skunk Works, 125 vs. 5,000(??)
29
Jungle Jims International Market/shoppertainmen
t, Abt Electronics Zabars Bronners Christmas
Wonderland Ron Jon Surf Shop. Junkmans
Daughter Smoky Mountain Knife Works Hartville
Hardware Source Retail Superstars Inside the
25 Best Independent Stores in America, George
Whalin
30
Let us create such a building that future
generations will take us for lunatics. the
church hierarchs at Seville
31
5
32
You have to treat your employees like
customers. Herb Kelleher, complete answer, upon
being asked his secrets to success Source
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 the Annual Meeting)
33
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.
34
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
35
Thank you Peter Drucker/AIM 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. Source The Little BIG Things 163
Ways to Pursue EXCELLENCE
36
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.
Source The Little BIG Things 163 Ways to
Pursue EXCELLENCE
37
Brand Talent.
38
Our Mission To develop and manage talent to
apply that talent, throughout the world, for the
benefit of clients to do so in partnership to
do so with profit. WPP
39
Luiza Helena, Magazine Luiza Wegmans
40
Business has to give people enriching, rewarding
lives or it's simply not worth doing.
Richard Branson
41
6
42
TP How to flush 500,000 down the toilet in
one easy lesson!!
43
lt CAPEX gt People!
44
7
45
1 cause of employee Dis-satisfaction?
46
Employee retention satisfaction
Overwhelmingly, based on the first-line
manager! Source Marcus Buckingham Curt
Coffman, First, Break All the Rules What the
Worlds Greatest Managers Do Differently
47
8
48
ltTGW and gtTGR Things Gone WRONG-Things
Gone RIGHT
49
2-cent candy
50
May I clean your glasses, sir?
51
2,000,000
52
Experiences are as distinct from services as
services are from goods. Joe Pine Jim
Gilmore, The Experience Economy Work Is Theatre
Every Business a Stage
53
9
54
Design is treated like a religion at BMW.
Fortune
55
We dont have a good language to talk about
this kind of thing. In most peoples
vocabularies, design means veneer. But to me,
nothing could be further from the meaning of
design. Design is the fundamental soul of a
man-made creation. Steve Jobs
56
10
57
Hypothesis DESIGN is the principal difference
between love and hate!
58
Message (?????) Men cannot design for womens
needs.
59
11
60
Back to the future beyond micro-marketing
61
Forget China, India and the Internet Economic
Growth Is Driven by Women. Source Headline,
Economist
62
One thing is certain Womens rise to power,
which is linked to the increase in wealth per
capita, is happening in all domains and at all
levels of society. Women are no longer content to
provide efficient labor or to be consumers with
rising budgets and more autonomy to spend.
This is just the beginning. The phenomenon will
only grow as girls prove to be more successful
than boys in the school system. For a number of
observers, we have already entered the age of
womenomics, the economy as thought out and
practiced by a woman. Aude Zieseniss de Thuin,
Womens Forum for the Economy and Society
63
Women are the majority market Fara
Warner/The Power of the Purse
64
Goldman Sachs in Tokyo has developed an index of
115 companies poised to benefit from womens
increased purchasing power over the past decade
the value of shares in Goldmans basket has risen
by 96, against the Tokyo stockmarkets rise of
13. Economist, April 15
65
The most significant variable in every sales
situation is the gender of the buyer, and more
importantly, how the salesperson communicates to
the buyers gender. Jeffery Tobias Halter,
Selling to Men, Selling to Women
66
The Perfect Answer
Jill and Jack buy slacks in black
67
(No Transcript)
68
AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
69
Womens Strengths Match New Economy Imperatives
Link rather than rank workers favor
interactive-collaborative leadership style
empowerment beats top-down decision making
sustain fruitful collaborations comfortable with
sharing information see redistribution of power
as victory, not surrender favor
multi-dimensional feedback value technical
interpersonal skills, individual group
contributions equally readily accept ambiguity
honor intuition as well as pure rationality
inherently flexible appreciate cultural
diversity. Judy B. Rosener, Americas
Competitive Secret Women Managers
70
12
71
7/13
72
!!!!!!!!!!!!!!!!! People turning 50 today have
more than half of their adult life ahead of
them. Bill Novelli, 50 Igniting a Revolution
to Reinvent America
73
44-65 New Customer Majority 45 larger
than 18-43 60 larger by 2010 Source Ageless
Marketing, David Wolfe Robert Snyder
74
Baby-boomer Women The Sweetest of Sweet Spots
for Marketers David Wolfe and Robert Snyder,
Ageless Marketing
75
Marketers attempts at reaching those over 50
have been miserably unsuccessful. No markets
motivations and needs are so poorly understood.
Peter Francese, founding publisher, American
Demographics
76
We are the Aussies Kiwis Americans
Canadians. We are the Western Europeans
Japanese. We are the fastest growing,
the biggest, the wealthiest, the
boldest, the most
(yes) ambitious,
the most experimental
exploratory, the most different, the
most indulgent, the most difficult demanding,
the most service experience obsessed, the
most vigorous, (the least vigorous,) the most
health conscious, the most female, the most
profoundly important commercial market in the
history of the worldand we will be the Center of
your universe for the next twenty-five years.
We have arrived!
77
13
78
The doctor interrupts after Source
Jerome Groupman, How Doctors Think
79
18 seconds
80
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 last. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organizational effectiveness.) cont.
81
Listening is ... the engine of superior
EXECUTION. Listening is ... the key to making the
Sale. Listening is ... the key to Keeping the
Customers Business. Listening is ... the engine
of Network development. Listening is ... the
engine of Network maintenance. Listening is ...
the engine of Network expansion. Listening is ...
Social Networkings secret weapon. Listening is
... Learning. Listening is ... the sine qua non
of Renewal. Listening is ... the sine qua non of
Creativity. Listening is ... the sine qua non of
Innovation. Listening is ... the core of taking
Diverse opinions aboard. Listening is ...
Strategy. Listening is ... Source 1 of
Value-added. Listening is ... Differentiator
1. Listening is ... Profitable. (The R.O.I.
from listening is higher than
from any other single
activity.) Listening is the bedrock which
underpins a Commitment to
EXCELLENCE
82
Listening is of the utmost strategic
importance! Listening is a proper core
value ! Listening is trainable !
Listening is a profession !
83
Listen Profession Study practice
evaluation Enterprise value "We listen
intently to and fully engage all with whom we
work."
84
The four most important words in any
organization are
85
The four most important words in any
organization are What do you think?
Source courtesy Dave Wheeler, posted at
tompeters.com
86
The deepest principle of human nature is the
craving to be appreciated. William James (in
Timeless Wisdom, compiled by Gary Fenchuk)
87
And the answer is . otis
88
I regard apologizing as the most magical,
healing, restorative gesture human beings can
make. It is the centerpiece of my work with
executives who want to get better. Marshall
Goldsmith, What Got You Here Wont Get You
There How Successful People Become Even More
Successfu.
89
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.

90
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. PERCEPTION IS ALL THERE IS!

91
Comeback big, quick response gtgt Perfection
92
14
93
We are thoughtful in all we do.
94
Thoughtfulness is key to customer
retention. Thoughtfulness is key to employee
recruitment and satisfaction. Thoughtfulness
is key to brand perception. Thoughtfulness is key
to your ability to look in the mirror and tell
your kids about your job. Thoughtfulness is
free. Thoughtfulness is key to speeding things
up it reduces friction. Thoughtfulness is key
to transparency and even cost containmentit
abets rather than stifles truth-telling.
95
Thoughtfulness is of the utmost strategic
importance! thoughtfulness is a proper
core value ! Thoughtfulness is
trainable ! Thoughtfulness is a profession
!
96
Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
97
none!
98
Press Ganey Assoc 139,380 former patients from
225 hospitals none of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcome P.S. directly related
to Staff Interaction P.P.S. directly correlated
with Employee Satisfaction Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
99
Kindness is free.
100
There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
101
15
102
problem 1. Opportunity 1.
103
X XFX Excellence Cross-functional
Excellence
104
Never waste a lunch!
105
C(I) gt C(E) Lunch Kudos Learning/
Presence/Presentations Facetime
C(E) Transparency Awards Co-locate/Geologists-Geop
hysicists Time!!!!!!!!!!!!!!!!!!!!!!!!!! Motherhoo
d (If dont take credit ) Staff
C.Sat./Unicredit (Gust)
106
16
107
1/40
108
We made mistakes, of course. Most of them were
omissions we didnt think of when we initially
wrote the software. We fixed them by doing it
over and over, again and again. We do the same
today. While our competitors are still sucking
their thumbs trying to make the design perfect,
were already on prototype version 5. By the
time our rivals are ready with wires and screws,
we are on version 10. It gets back to planning
versus acting We act from day one others plan
how to planfor months. Bloomberg by Bloomberg
109
In business, you reward people for taking risks.
When it doesnt work out you promote them-because
they were willing to try new things. If people
tell me they skied all day and never fell down,
I tell them to try a different mountain.
Michael Bloomberg (BW/0625.07)
110
Reward excellent failures. Punish mediocre
successes. Phil Daniels, Sydney exec
111
We are the company we keep
112
Measure Strangeness/Portfolio
Quality Staff Consultants Vendors Out-sourcing
Partners (, Quality) Innovation Alliance
Partners Customers Competitors (who we
benchmark against) Strategic Initiatives
Product Portfolio (LineEx v. Leap) IS/IT
Projects HQ Location Lunch Mates Language Board
113
CEO A.G. Lafley has shifted PGs focus on
inventing all its own products to developing
others inventions at least half the time. One
successful example, Mr. Clean Magic Eraser,
based on a product found in an Osaka market.
Fortune
114
The We are what we eat axiom At its core,
every (!!!) relationship-partnership decision
(employee, vendor, customer, etc) is a strategic
decision about Innovate, Yes or No
115
Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
116
Iron Innovation Equality Law The quality and
quantity and imaginativeness of innovation shall
be the same in all functions e.g., in HR and
purchasing as much as in marketing or product
development.
117
17
118
Inno14
119
  • Innovations Fourteen
    Imperatives
  • Try it. Repeat. (1/40.) (R.F.A./Ready.Fire.
    Aim.) (Non-Linear!)
  • Prototype it./MTTP (Mean Time To
    Prototype.)/(Inno.
  • Reaction to Proto.)
  • (2) Celebrate failure.
  • Whoever makes the most mistakes wins.
  • Fail. Fail again. Fail better.
  • Reward excellent failures. Punish
    mediocre successes.
  • (3) Decentralize.
  • (4) Parallel Universe.
  • (5) Hang Out Axiom. (Hang cool More
  • cool. Dull Dull.)
  • (6) diversity. (Every dimension.)
  • (7) Co-invent with outsiders./Entwined with
  • outsiders. (Including Crowdsourcing.)

120
Innovations Fourteen Imperatives (8)
Strategic Listening Core competence. (9)
Hire and promote 100 innovators.
Innovators characteristic Innovator.
Innovators characteristic Angry. (Anger gt
Blowback.) CEOInnovation bias. (10)
XFX/Cross-functional Excellence!! (1??) (11)
Chief Complexity Systems Destruction
Officer. (12) RD Equality. All functions
equal. (VA centerpiece./All staff
VA-meisters.) (13) Fun! Self-deprecating! (14)
Good luck! (Entropy rules.) (Major
acquisition Dumb.) (NB All these
things work except when they dont.)
121
18
122
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?
123
19
124
4/40
125
DECENTRALIZATION. EXECUTION. ACCOUTABILITY. 61
5A.M.
126
20
127
Forty-four Secrets and clever Strategies For
dealing with the Recession of 2008-XXXX
128
44 Secrets and Clever Strategies For Dealing
with the Recession of 2007 You come
earlier. You leave later. You work harder. You
may well work for less and, if so, you adapt
to the untoward circumstances with a
smileeven if it kills you inside. You volunteer
to do more. You dig deep and always bring a good
attitude to work. You fake it if your good
attitude flags. You literally practice your "game
face" in the mirror in the morning, and in the
loo mid-morning. You give new meaning to the
idea and intensive practice of visible
management.
129
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You take better
than usual care of yourself and encourage
others to do the samephysical well-being
determines mental well-being and response to
stress. You shrug off shit that flows downhill in
your directionbuy a shovel or a pre-worn
raincoat on eBay. You try to forget about the
good old days nostalgia is self-destructive. Y
ou buck yourself up with the thought that
this too shall passbut then remind yourself
that it might not pass any time soon, and so
you re-dedicate yourself to making the
absolute best of what you have now.
130
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You work the
phones and then work the phones some moreand
stay in touch with positively everyone. You
frequently invent breaks from routine,
including weird oneschangeups prevent
wallowing and bring a fresh perspective. You
eschew all forms of personal excess. You
simplify. You sweat the details as never
before. You sweat the details as never
before. You sweat the details as never
before. You raise to the sky and maintain at all
costs the Standards of Excellence by which you
unfailingly evaluate your own performance. You
are maniacal when it comes to responding to
even the slightest screwup.
131
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You find ways to
be around young people and to keep young
people aroundthey are less likely to be
members of the sky is falling school. You
learn new tricks of your trade. You remind
yourself that this is not just something to be
gotten throughit is the Final Exam of
character. You network like a demon. You network
inside the companyget to know more of the
folks who do the real work. You network outside
the companyget to know more of the folks who
do the real work in vendor-customer outfits.
132
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You thank others
by the truckload if good things happenand take
the heat yourself if bad things happen. You
behave kindly, but you don't sugarcoat or hide
the truth--humans are startlingly resilient
and rumors are the real killers. You treat small
successes as if they were Superbowl
victoriesand celebrate and commend
accordingly. You shrug off the losses (ignoring
what's going on in your tummy), and get back on
the horse and immediately try again. You avoid
negative people to the extent you canpollution
kills. You eventually read the gloom-sprayers
the riot act. 
133
44 Secrets and Clever Strategies For Dealing
with the Recession of 2008-XXXX You give new
meaning to the word "thoughtful. You dont put
limits on the flowers budget bright and
colorful works marvels. You redouble, re-triple
your efforts to "walk in your customer's
shoes." (Especially if the shoes smell.) You
mind your mannersand accept others lack of
manners in the face of their strains. You are
kind to all mankind. You keep your shoes
shined. You leave the blame game at the office
door. You call out the congenital politicians in
no uncertain terms. You become a paragon of
personal accountability. And then you pray.
134
21
135
Excellence can be obtained if you ...
care more than others think is wise ...
risk more than others think is safe ...
dream more than others think is practical
... expect more than others think is
possible. Source Anon. (Posted _at_ tompeters.com
by K.Sriram, November 27, 2006 117 AM)
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