The Challenge: To Create More Value in All Negotiations

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1B1/2
2
WAIT!
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The central element of good decision-making is a
persons ability to manage delay. Frank
Partnoy, Wait The Art and Science of Delay
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THE SIN OF SEND
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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
6
Remember to tuck the shower curtain inside the
bathtub.
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EXECUTION IS STRATEGY. Fred Malek
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LONG Tom Peters EXCELLENCE! HOW
DESIGN LIVE CHICAGO/05 May 2015 (presentation
slides at tompeters.com also see our fully
annotated 23-part Master Compendium at
excellencenow.com)
9
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.Employee
s, Customers, Suppliers, Communities, Owners,
Temporary partners
10
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
11
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
12
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
13
3 Provide a pride- worthy job. 2 Help
people be successful at their current
job. 1 Help people grow/ prepare for
an uncertain future. Provide a
secure job.NOT POSSIBLE IN 2015. Success is
NOT enough, circa 2015. Societyand
profitabilitydemands this. (Or should!)
14
Management as conventionally perceived is a
dreary/ misleading/constrained word. E.g.,
mgt/standard usage Shouting orders in the slave
galley. Consider, please, a more
encompassing/more accurate definition
Management is the arrangement and animation
of human affairs in pursuit of desired
outcomes. Management is not about Theory X
vs. Theory Y/top down vs. bottom up.
Management is about the essence of human
behavior, how we fundamentally arrange our
collective efforts in order to survive,
adaptand, one hopes, thrive. (E.g., candidate
for 1 management document Constitution of the
United States of America228 years of
Excellence.)
15
Context 1,000,000 Robots and the Exponential
Function
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The greatest shortcoming of the human race is
our inability to understand the exponential
function. Albert A. Bartlett
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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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Human level capability has not turned out to be
a special stopping point from an engineering
perspective. . Illah Reza Nourbakhsh,
Professor of Robotics, Carnegie Mellon, Robot
Futures 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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Software is eating the world. Marc Andreessen
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Persado (vs. copywriter) emotion words, product
characteristics, call to action, position of
text, images Up To 250 To Spend On All Ships
In All Destinations. 2 Days Left (1.3) vs. No
kidding! You Qualify to Experience An Incredible
Vacation With Us -) (4.1) A creative person
is good but random. Weve taken the randomness
out by building an ontology of language Lawrence
Whittle, head of sales Source Wall Street
Journal/ 0825.14/ Its Finally Time to Take AI
Seriously
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In his eloquent 2009 book, The Thinking Hand,
the distinguished Finnish architect Juhani
Pallasmaa argues that the growing reliance on
computers is making it harder for designers to
imagine the human qualities of their buildingsto
inhabit their works in progress in the way that
people will ultimately inhabit the finished
structures. Calculative power grows. Sensory
engagement fades. Source Nicholas Carr, The
Glass Cage Automation and Us
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CAD software has gone from a tool for turning
designs into plans to a tool for producing the
designs themselves. The increasingly popular
technique of parametric design, which uses
algorithms to establish formal relationships
among different design elements, puts the
computers calculative power at the center of the
creative process. In the most aggressive
application of the technique, a buildings form
can be generated automatically by a set of
algorithms rather than composed manually by the
designers hand. The transition from sketchpad
to screen entails, many architects believe, a
loss of creativity, of adventurousness. A
designer working at a computer has a tendency to
lock in, visually and cognitively, on a design at
an early stage. He bypasses much of the
reflective and exploratory playfulness that
springs from the tentativeness and ambiguity of
sketching. Researchers term this phenomenon
premature fixation. 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/0316.15
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AI/Be Careful of What You Wish For
Hawking Gates Musk
Etc. I dont understand why people are NOT
concerned.
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1/49WTTMSW
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WHOEVER TRIES THE MOST STUFF WINS
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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
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Culture of PrototypingEffective prototyping
may be THE MOST VALUABLE CORE COMPETENCE an
innovative organization can hope to have.
Michael Schrage

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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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FAIL. FORWARD. FAST.High Tech CEO,
Pennsylvania FAIL FASTER. SUCCEED SOONER.
David Kelley/IDEOMOVE FAST. BREAK THINGS.
Facebook
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In business, you REWARD people for taking RISKS.
WHEN IT DOESNT WORK OUT YOU PROMOTE THEMBECAUSE
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
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If things seem under control, youre just not
going fast enough. Mario Andretti, race
driver Im not comfortable unless Im
uncomfortable. Jay Chiat If it works, its
obsolete. Marshall McLuhan
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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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LBTs Little BIG Things
A(nother) variation on WTTMSW
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Bag sizes New markets B Source
PepsiCo
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Big carts 1.5X Source Walmart
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Las Vegas Casino/2X When Friedman slightly
curved the right angle of an entrance corridor to
one property, he was amazed at the magnitude of
change in pedestrian 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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We Are What We Eat.We Are Who We Hang Out
With.Manage It.
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Diversity IT IS HARDLY POSSIBLE TO OVERRATE THE
VALUE OF PLACING HUMAN BEINGS IN CONTACT WITH
PERSONS DIS-SIMILAR TO THEMSELVES, AND WITH MODES
OF THOUGHT AND ACTION UNLIKE THOSE WITH WHICH
THEY ARE FAMILIAR. SUCH COMMUNICATION HAS ALWAYS
BEEN, AND IS PECULIARLY IN THE PRESENT AGE, ONE
OF THE PRIMARY SOURCES OF PROGRESS. John Stuart
Mill
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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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Whos the most interesting person youve met in
the last 90 days? How do I get in touch with
them? Fred Smith
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WE ARE THE COMPANY WE KEEP! MANAGE IT!
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Social Business/ Customer Control/ Big Data
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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
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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)
51
ZMOT ZERO Moment Of Truth/Google You know
what a moment of truth is. Its when a
prospective customer decides either to take the
next step in the purchase funnel, or to exit and
seek other options. But what is a zero moment
of truth? Many behaviors can serve as a zero
moment of truth, but what binds them together is
that the purchase is being researched and
considered before the prospect even enters the
classic sales funnel In its research, Google
found that 84 of shoppers said the new mental
model, ZMOT, shapes their decisions. Jay
Baer, Youtility Why Smart Marketing Is About
Help, Not Hype See www.zeromomentoftruth.com
for ZMOT in booklength format
52
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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DESIGN!
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Apple design Huge degree of care. Ian
Parker, New Yorker, 23 March 2015, on Apple
design chief Jony Ives
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In some way, by caring, we are actually serving
humanity. People might think its a stupid
belief, but its a goalits a contribution that
we hope we can make, in some small way, to
culture. Jony Ives
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Ann Landers as management guru/ three criteria
for products, projects, a communication, etc.
Good. True. Helpful.
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Hypothesis Men cannot design for womens
needs!!??
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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
61

• 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

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Women are THE majority market Fara
Warner/The Power of the Purse
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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
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The Perfect Answer
Jill and Jack buy slacks in black
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(No Transcript)
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Sales/After-sales Process 1.    Kick-off 
Women 2.    Research Women 3.    Purchase 
Men 4.    Ownership Women 5.    Word-of-mouth
Women Source Martha Barletta, Marketing to
Women How to Increase Your Share of the Worlds
Largest Market
67
Selling to men THE TRANSACTION MODELSelling to
Women THE RELATIONAL MODELSource Selling
to Men, Selling to Women, Jeffery Tobias Halter
68
Women dont buy brands. They join
them.Faith Popcorn, EVEolution
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2.6 vs. 21
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Female users are the unsung heroines behind the
most engaging, fastest growing, and valuable
consumer internet and e-commerce companies.
Especially when it comes to social and shopping,
women rule the Internet. In e-commerce, female
purchasing power is clear.  Sites like Zappos
Groupon, Gilt Groupe, Etsy, and Diapers are all
driven by a majority of female customers.  Accordi
ng to Gilt Groupe, women are 70 of the customers
and 74 of revenue and 77 of Groupons
customers are female. But whats different now is
an exciting new crop of e-commerce companies. One
Kings Lane, Plum District, Stella Dot, Rent
the Runway, Modcloth, BirchBox, Shoedazzle,
Zazzle and Shopkickc are just a few examples of
companies leveraging girl power.  The majority
of these companies were also founded by women,
which is also an exciting trend. And take a look
at four of the new horsemen of the consumer
webFacebook, Zygna, Groupon and Twitter.  The
majority of all four properties users are
female.  Make that horsewomen. So, if youre at
a consumer web company, how can this insight help
you?  Would you like to lower your cost of
customer acquisition?  Or grow revenue faster? 
Maybe you would benefit from having a larger base
of female customers.  If so, what would you
change to make your product/service more
attractive to female customers?  Do you do enough
product and user interface testing with female
users?  Have you figured out how to truly unleash
the shopping and social power of women? You could
also take a look at your team.  Do you have women
in key positions? Aileen Lee, Kleiner Perkins
Caufield Byers (05.06.2011)
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WOMEN RULE!
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I speak to you with a feminine voice. Its the
voice of democracy, of equality. I am certain,
ladies and gentlemen, that this will be the
womans century. In the Portuguese language,
words such as life, soul, and hope are of the
feminine gender, as are other words like courage
and sincerity. President Dilma Rousseff of
Brazil, 1st woman to keynote the United Nations
General Assembly (2011)
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AS LEADERS, WOMEN RULE New studies find that
female managers outshine their male counterparts
in almost every measure TITLE, Special
Report, BusinessWeek Research suggests that to
succeed, start by promoting women. Nicholas
Kristof, NYTimes, 1024.13 In my experience,
women make much better executives than men.
Kip Tindell, CEO, Container Store, from
UNCONTAINABLE
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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 degreetaking initiative and
driving for resultshave long been thought of as
particularly male strengths. Harvard Business
Review/2014
75
Womens Negotiating
StrengthsAbility to put themselves in their
counterparts 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, World Business, Say It Like a Woman Why
the 21st-century negotiator will need the female
touch
76
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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We (old farts like me) Have the
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1/8/20
79
USA 1 boomer will turn
65 Every 8 SECONDS For the next 20 YEARS

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gt50_at_50
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!!!!!!!!!!!!!!!!! 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
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Average of cars purchased per (USA) household,
lifetime 13Average of cars bought per
household after the head of household reaches
age 50 7Source Marti Barletta, PrimeTime Women
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55 gt 55- Forrester Research age 55-plus are
more active in online finance, shopping, and
entertainment than those under 55
85
44-65 NEW CUSTOMER MAJORITY Source Ageless
Marketing, David Wolfe Robert Snyder
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47X
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In 2009, households headed by adults ages 65 and
older ... had 47 times as much net wealth as the
typical household headed by someone under 35
years of age. In 1984, this had been a less
lopsided 10-to-1 ratio. Source Pew
Research/10.11
88
Baby-boomer Women The Sweetest of Sweet Spots
for Marketers David Wolfe and Robert Snyder,
Ageless Marketing
89
USA 1996-2007Highest rate entrepreneurial
activity (firms founded) Ages 55-64Lowest
rate Ages 20-34Source Dane Stangler, Kauffman
Foundation (Economist)
90
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
91
The New Customer Majority is the ONLY adult
market with realistic prospects for significant
sales growth in dozens of product lines for
thousands of companies. David Wolfe Robert
Snyder, Ageless Marketing
92
Value-Added on Steroids The (ENORMOUS)(UBIQUITOU
S) Services Added Opportunity
93
UPS to UPS
94
Its all about solutions. We talk with
customers about how to run better, stronger,
cheaper supply chains. We have 1,000 engineers
who work with customers Bob Stoffel, UPS
senior exec
95
IDEOs ProgressionProduct Design to Product
Design Training to Corporate Innovation/ Culture
Training/Consulting
96
25
97
MBWA
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ManagingBy WanderingAround
99
Im always stopping by our storesat 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
100
A body can pretend to care, but they cant
pretend to be there. Texas Bix Bender
101
You Your calendarThe calendar NEVER lies.
102
Dennis, you need a TO-DONT List !
103
ITS ALWAYS SHOWTIME.
104
ITS ALWAYS SHOWTIME. David DAlessandro,
Career Warfare
105
I am a dispenser of enthusiasm. Ben Zander,
symphony conductor and management guru
106
I DO PEOPLE
107
Les Wexner FROM FASHION TRENDS GURU TO KICKS
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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1 CEO Failing?
109
If I had to pick one failing of CEOs, its
that Co-founder of one of the largest
investment services firms in the USA/world
110
If I had to pick one failing of CEOs, its that
they dont read enough.
111
Question Your Judgment(Understatement)
112
For a definitive list of 159 cognitive biases,
see http//en.wikipedia.org/wiki/List_of_cognit
ive_biases (And see Thinking, Fast and Slow, by
Daniel Kahneman)
113
Cognitive Biases Behavioral, Social, and Memory

• Conservatism (Bayesian)
• Conservatism or Regressive Bias
• Consistency Bias
• Context Effect
• Contrast Effect
• Cross-race Effect
• Cryptomnesia
• Curse of Knowledge
• Decoy Effect
• Defensive Attribution Hypothesis
• Denomination Effect
• Distinction Bias
• Dunning-Kruger Effect
• Duration Neglect
• Egocentric Bias
• Egocentric Memory Bias
• Empathy Gap
• Endowment Effect
• Essentialism

• Actor-observer Bias
• Ambiguity Effect
• Anchoring or Focalism
• Attentional Bias
• Availability Cascade
• Availability Heuristic
• Backfire Effect
• Bandwagon Effect
• Base Rate Fallacy or Base Rate Neglect
• Belief Bias
• Bias Blind Spot
• Bizarreness Effect
• Change Bias
• Cheerleader Effect
• Childhood Amnesia
• Choice-supportive Bias
• Clustering Illusion
• Confirmation Bias
• Congruence Bias

114
Me! (The All Important Development of
Self)
115
To develop others, start with yourself.
Marshall Goldsmith Work on me first.
Kerry Patterson, Joseph Grenny, Ron McMillan
and Al Switzler, Crucial ConversationsEveryon
e thinks of changing the world, but no one thinks
of changing himself. Leo Tolstoy
116
Being aware of yourself and how you affect
everyone around you is what distinguishes a
superior leader. Edie Seashore
117
How can a high-level leader like _____ be so out
of touch with the truth about himself? Its more
common than you would imagine. In fact, the
higher up the ladder a leader climbs, the less
accurate his self-assessment is likely to be. The
problem is an acute lack of feedback especially
on people issues. Daniel Goleman (et al.),
The New Leaders
118
The biggest problem I shall ever face the
management of Dale Carnegie. Dale Carnegie,
diary of
119
Acknowledgement!
120
The deepest principle 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)
121
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)
122
Employees who don't feel significant rarely make
significant contributions. Mark Sanborn
123
2
124
THANK YOU

125
Little gtgt Big
126
Practicing We-ism
127
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
128
"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
129
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
130
"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
131
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
132
"When I was in medical school, I spent hundreds
of hours looking into a microscopea skill I
never needed to know or ever use. Yet I didn't
have a single class that taught me communication
or teamwork skillssomething I need every day I
walk into the hospital. Peter Pronovost, Safe
Patients, Smart Hospitals  
133
R.O.I.R.
134
R.O.I.R. gtgtR.O.I.
135
RETURN ON INVESTMENT IN RELATIONSHIPS
136
Track Manage your investments in
relationships/your relationships portfolio as
closely as you would track manage budget
numbers.
137
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.
138
What PRECISELY is this weeks Relationship
Investment Plan?????
139
80
140
Mind your allies!
141
Mind Your Allies! Invest
time, gobs of PLAN your time investment Over
-inform allies Seek your allies counsel until
youre blue in the faceand then
some Showcase your allies in any success
(you stay in the background) Etc. Etc.
142
Spend 80 of your time on alliesfinding and
developing and nurturing allies of every size
and shape is the name of the winning game.
143
1001
144
Keep a short enemies list. One enemy can do more
damage than the good done by a hundred friends.
Bill Walsh, The Score Takes Care of Itself
(Walsh was the hall of fame coach of the San
Francisco 49ers football team)
145
POLITICS
146
75 of effective project management is political
mastery! Believe it!
147
SIP/ALL SUCCESS IS A MATTER OF
IMPLEMENTATION. ALL IMPLEMENTATION IS A MATTER
OF POLITICS.
148
100
149
ALL IMPLEMENTATION FAILURES ARE YOUR FAULT!
150

• The Project Manager
• All implementation failures are
• your fault.
• 2. All implementation failures are
• people failures.
• 3. Project management is people
• management.
• 4. Politics is the alpha and omega and
  everything in between of project managementlove
  it or leave it.

151
XFX 1
152
NEVER WASTE A LUNCH!
153
The sacred 220 ABs. At bats
154
L XFFRA1 Lunch Cross-Functional
Friction Reduction Agent 1
155
Loser Hes such a suck-up!Winner
Hes such a suck-down.
156
SUCK DOWN FOR SUCCESS!
157
Body Language
158
Research indicates the pitch, volume, and pace
of your voice affect what people think you said
about five times as much as the actual words you
used . Stanford Business/Spring 2012/on the
work of Prof. Deborah Gruenfeld
159
3 (Repeat)
160
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
Successful.
161
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.

162
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. PERCEPTION IS ALL THERE IS!

163
Comeback (big, quick response) gtgt Perfection
164
With a new and forthcoming policy on apologies
Toro, the lawn mower folks, reduced the average
cost of settling a claim from 115,000 in 1991 to
35,000 in 2008 and the company hasnt been to
trial in the last15 years!
165
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
166
Wait The Art and Science of Delay Frank
Partnoy
167
The central element of good decision-making is a
persons ability to manage delay. Frank
Partnoy, Wait The Art and Science of Delay
168
Given the fast pace of modern life, most of us
tend to react too quickly. Technology surrounds
us, speeding us up. We feel its crush every day.
Yet the best managers are comfortable pausing for
as long as necessary before they act, even in the
face of the most pressing decisions.. Some seem
to slow down time. ... Frank Partnoy, Wait
The Art and Science of Delay
169
Researchers have found again and again that
children who can delay their reactions end up
happier and more successful than their
snap-reacting playmates. They are superior at
building social skills, feeling empathy, and
resolving conflicts, and they have higher
cognitive ability. Frank Partnoy, Wait The
Art and Science of Delay
170
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
171
K R P
172
Kindness Repeat Business Profit.
173
"Let's not forget that small emotions are the
great captains of our lives." Van Gogh
174
Meetings ROCK! (Make that SHOULD Rock)
175
Complain all you want, but meetings are what
you (boss/leader) do!
176
Meetings are 1 thing bosses do. Therefore, 100
of those meetings EXCELLENCE. ENTHUSIASM.
ENGAGEMENT. LEARNING. TEMPO. WORK-OF-ART. DAMN
IT.
177
Meetings 1 leadership opportunity
178
Meeting Theater
179
Prepare for a meeting/every meeting as if your
professional life and legacy depended on it. It
does.
180
FYI This is not a rant about conducting
better meetings.
181
1 Mouth,2 Ears
182
Its amazing how this seemingly small thing
simply paying fierce attention to another,
really asking, really listening, even during a
brief conversationcan evoke such a wholehearted
response. Susan Scott, Fierce Conversations
Achieving Success at Work and in Life, One
Conversation at a Time
183
Fierce conversations often do take time. The
problem is, anything else takes longer. Susan
Scott, Fierce Conversations Achieving Success at
Work and in Life, One Conversation at a Time
184
18
185
The doctor interrupts after Source
Jerome Groopman, How Doctors Think
186
18
187
18 seconds!
188
8 of 10 sales presentations fail50 failed
sales presentations talking at before
listening!Susan Scott, Let Silence Do the
Heavy Lifting, chapter title, Fierce
Conversations Achieving Success at Work and in
Life,One Conversation at a Time
189
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.
190
Do you prep for phone callsespecially with
customers or vendors or those "below" you on
the org chart? If not, why not?
191
Listening is of the utmost STRATEGIC
importance!Listening is a proper CORE
VALUE ! Listening is TRAINABLE !
Listening is a PROFESSION !
192
Step 1 Right now
193
I always write LISTEN on the back of my hand
before a meeting. Source Tweet viewed
_at_tom_peters
194
100
195
Leaders Communications failure
196
100Your fault!
197
14 14
198
L(21) L(-21)
199
Leadership(21A.D.) Leadership(21B.C.)
200
EXCELLENCE is not a long-term "aspiration.
EXCELLENCE is THE NEXT 5 MINUTES. (Or
NOT.)
201
EXCELLENCE is not an "aspiration." EXCELLENCE is
THE NEXT FIVE MINUTES. EXCELLENCE is your next
conversation. Or not. EXCELLENCE is your next
meeting. Or not. EXCELLENCE is shutting up and
listeningreally listening. Or not. EXCELLENCE is
your next customer contact. Or not. EXCELLENCE is
saying Thank you for something small. Or
not. EXCELLENCE is the next time you shoulder
responsibility and apologize. Or not. EXCELLENCE
is waaay over-reacting to a screw-up. Or
not. EXCELLENCE is the flowers you brought to
work today. Or not. EXCELLENCE is lending a hand
to an outsider whos fallen behind schedule. Or
not. EXCELLENCE is bothering to learn the way
folks in finance (or IS or HR) think. Or
not. EXCELLENCE is waaay over-preparing for a
3-minute presentation. Or not. EXCELLENCE is
turning insignificant tasks into models of
EXCELLENCE. Or not.