THE SIN THE SIN OF OF

“SEND”“SEND”

““The The central central elementelement of good of good

decision-making is decision-making is a person’s ability a person’s ability

to manage delay.”to manage delay.”

——Frank Partnoy, Frank Partnoy, Wait: The Art and Science of DelayWait: The Art and Science of Delay

1.1. Do Do NOTNOT push “SEND.” Pause. Five minutes. push “SEND.” Pause. Five minutes. AnAn

hour. hour. Overnight.Overnight. (TWWNCTAE/The World Will (TWWNCTAE/The World Will Not Come To An End.) (SBOOSR/Stop Being OneNot Come To An End.) (SBOOSR/Stop Being OneOf Skinner’s Rats)Of Skinner’s Rats)

2. Do 2. Do NOTNOT immediately respond to that IM immediately respond to that IM (unless it is a car accident involving spouse (unless it is a car accident involving spouse or child). PAUSE. REFLECT. (TWWNCTAE/or child). PAUSE. REFLECT. (TWWNCTAE/SBOOSR)SBOOSR)

3. Responding to that email 3. Responding to that email CANCAN wait an hour. wait an hour.Can wait a … DAY. Pause. Think. Counsel withCan wait a … DAY. Pause. Think. Counsel withothers. (TWWNCTAE/SBOOSR)others. (TWWNCTAE/SBOOSR)

AXIOM2015: The word “Instant” [yes, even inAXIOM2015: The word “Instant” [yes, even in2015] and the words “creative” “considered”2015] and the words “creative” “considered”““thoughtful” “excellence” are thoughtful” “excellence” are NOTNOT congruent. congruent. (TWWNCTAE/SBOOSR)(TWWNCTAE/SBOOSR)

Gratuitous CommentsGratuitous Comments

1. It’s always the designer’s fault.1. It’s always the designer’s fault.2. 9 of 10 infographics suck.2. 9 of 10 infographics suck.3. 8 of 10 sets of signs and3. 8 of 10 sets of signs and directions (manuals) suck.directions (manuals) suck.4. Any idiot can get the big stuff4. Any idiot can get the big stuff right.right.5. Men cannot design for women/5. Men cannot design for women/ 21-year-olds cannot design for21-year-olds cannot design for 51-year-olds.51-year-olds.6. Speed kills.6. Speed kills.7. WTTMSW/Whoever Tries The7. WTTMSW/Whoever Tries The Most Stuff Wins. Most Stuff Wins.

Infographic:Infographic: A tangled, A tangled, multicolored graphic multicolored graphic representation that representation that turns a complexturns a complexidea into an idea into an incomprehensible incomprehensible complex idea.*complex idea.**C.f., *C.f., Economist, Wall Street Journal, New York TimesEconomist, Wall Street Journal, New York Times, etc., etc.

Gratuitous CommentsGratuitous Comments

1. It’s always the designer’s fault.1. It’s always the designer’s fault.2. 9 of 10 infographics suck.2. 9 of 10 infographics suck.3. 8 of 10 sets of signs and3. 8 of 10 sets of signs and directions (manuals) suck.directions (manuals) suck.4. Any idiot can get the big stuff4. Any idiot can get the big stuff right.right.5. Men cannot design for women/5. Men cannot design for women/ 21-year-olds cannot design for21-year-olds cannot design for 51-year-olds.51-year-olds.6. Speed kills.6. Speed kills.7. WTTMSW/Whoever Tries The7. WTTMSW/Whoever Tries The Most Stuff Wins. Most Stuff Wins.

Tom Peters’Tom Peters’

EXCELLENCEEXCELLENCE!!HOW DESIGN LIVEHOW DESIGN LIVE

CHICAGO/05 May 2015CHICAGO/05 May 2015

(presentation slides at (presentation slides at tompeters.comtompeters.com; also see our ; also see our fully annotated 23-part Master Compendium at fully annotated 23-part Master Compendium at excellencenow.comexcellencenow.com))

ORGANIZATIONSORGANIZATIONSMARKETS MARKETS

LEADERSHIPLEADERSHIP

ORGANIZATIONS ORGANIZATIONS THAT ARE AS THAT ARE AS GOOD/WELL- GOOD/WELL-

DESIGNED AS AN DESIGNED AS AN APPLE DEVICEAPPLE DEVICE

““Management” as conventionally perceived is a dreary/ Management” as conventionally perceived is a dreary/ misleading/constrained word. E.g., mgt/standard usage = misleading/constrained word. E.g., mgt/standard usage =

Shouting orders in the slave galley. Shouting orders in the slave galley.

Consider, please, a more encompassing/more accurate Consider, please, a more encompassing/more accurate definition:definition:

“‘“‘Management’ is the Management’ is the arrangement and animation arrangement and animation

of human affairs in of human affairs in pursuit of desired pursuit of desired

outcomes.”outcomes.”

Management is Management is notnot about Theory X vs. Theory Y/“top down” about Theory X vs. Theory Y/“top down” vs. “bottom up.” Management vs. “bottom up.” Management isis about the essence of human about the essence of human

behavior (Drucker called it a “liberal art”), how we behavior (Drucker called it a “liberal art”), how we fundamentally arrange our collective efforts in order to fundamentally arrange our collective efforts in order to

survive, adapt—and, one hopes, thrive. survive, adapt—and, one hopes, thrive. (E.g., Hall of Fame (E.g., Hall of Fame management document: Constitution of the United States of management document: Constitution of the United States of

America.)America.)

EnterpriseEnterprise* (*at its best):* (*at its best): An An emotionalemotional, , vitalvital, , innovativeinnovative, , jojoyyfulful, , creativecreative, , entreentreppreneurialreneurial endeavor that elicits endeavor that elicits maximum maximum

concerted humanconcerted human potential in thepotential in the wholehearted pursuit of wholehearted pursuit of EXCELLENCE inEXCELLENCE in serviceservice of others.** of others.**

**Employees, Customers, Suppliers, Communities, Owners, Temporary partners**Employees, Customers, Suppliers, Communities, Owners, Temporary partners

““It may sound radical, unconventional, and It may sound radical, unconventional, and bordering on being a crazy business idea. bordering on being a crazy business idea. However— as ridiculous as it sounds—joy is However— as ridiculous as it sounds—joy is

the core belief of our workplace. the core belief of our workplace.

JoyJoy is the reason my company, is the reason my company,

Menlo Innovations, a customer software Menlo Innovations, a customer software design and development firm in Ann Arbor, design and development firm in Ann Arbor,

exists. It defines what we do and how we do it. exists. It defines what we do and how we do it. It is the single shared belief of our entire It is the single shared belief of our entire

team.”team.”

——Richard Sheridan, Richard Sheridan, Joy, Inc.: Joy, Inc.: How We Built a Workplace People LoveHow We Built a Workplace People Love

In In Good Business, Good Business, Mihaly Csikszentmihalyi argues persuasively Mihaly Csikszentmihalyi argues persuasively that business has become the center of society. As such, an that business has become the center of society. As such, an obligation to community is front & center. Business as societal obligation to community is front & center. Business as societal bedrock, per Csikszentmihalyi, has the RESPONSIBILITY to bedrock, per Csikszentmihalyi, has the RESPONSIBILITY to

increase the … increase the … “SUM OF “SUM OF HUMAN WELL-HUMAN WELL-BEING.”BEING.” Business is Business is NOTNOT “part of the “part of the

community.” In terms of how adults collectively spend their community.” In terms of how adults collectively spend their

waking hours: Business waking hours: Business ISIS the community. And should act the community. And should act

accordingly. The (REALLY) good news: Community accordingly. The (REALLY) good news: Community mindedness is a great way (the BEST way?) to have a mindedness is a great way (the BEST way?) to have a spirited/committed/ customer-centric work force—and, spirited/committed/ customer-centric work force—and, ultimately, increase (maximize?) growth and profitability.ultimately, increase (maximize?) growth and profitability.

Our Mission

TO DEVELOP AND MANAGE TALENT;TO DEVELOP AND MANAGE TALENT;TO APPLY THAT TALENT,TO APPLY THAT TALENT,

THROUGHOUT THE WORLD, THROUGHOUT THE WORLD, FOR THE BENEFIT OF CLIENTS;FOR THE BENEFIT OF CLIENTS;TO DO SO IN PARTNERSHIP; TO DO SO IN PARTNERSHIP;

TO DO SO WITH PROFIT.TO DO SO WITH PROFIT.

WPP

““The role of the Director is to The role of the Director is to create a space where the create a space where the

actors and actresses canactors and actresses can become more than become more than thetheyy’ve ever been ’ve ever been

before,before, more than themore than they’y’ve ve dreamed of beindreamed of being.”g.”

——Robert Altman, Oscar acceptance speechRobert Altman, Oscar acceptance speech

#3: Provide a #3: Provide a pride-pride- worthyworthy job.* job.*#2: Help people be#2: Help people be successful at theirsuccessful at their current job.**current job.**#1:#1: Help people grow/ Help people grow/ prepare for anprepare for an uncertain future.uncertain future.*******“Provide a *“Provide a securesecure job.”— job.”—NOT POSSIBLE IN 2015NOT POSSIBLE IN 2015..**Success is **Success is NOTNOT enough, circa 2015. enough, circa 2015.***Society—and profitability—demands this. (Or should!)***Society—and profitability—demands this. (Or should!)

The New Logic: Scale w/o EmploymentThe New Logic: Scale w/o Employment

Kodak: 1988/Kodak: 1988/145,000145,000 employees; 2012/bankruptemployees; 2012/bankrupt

Instagram: 30,000,000 customers/Instagram: 30,000,000 customers/

1313 employees employees

(WhatsApp: 450,000,000 (WhatsApp: 450,000,000

customers/ customers/ 5555 employees/ employees/Valued @ $19,000,000,000)Valued @ $19,000,000,000)

Source: Robert Reich’s Blog/0316.15Source: Robert Reich’s Blog/0316.15

““Human level capability has not Human level capability has not turned out to be a special stopping turned out to be a special stopping

point from an engineering point from an engineering perspective.”perspective.” —Illah Reza Nourbakhsh, —Illah Reza Nourbakhsh, Robot FuturesRobot Futures

““The intellectual talents of highly The intellectual talents of highly trained professionals are no more trained professionals are no more protected from automation than is protected from automation than is the driver’s left turn.”the driver’s left turn.” —Nicholas Carr,—Nicholas Carr, The Glass The Glass

Cage:Cage: “Software is eating the world.”“Software is eating the world.” ——Marc AndreessenMarc Andreessen

PersadoPersado (vs. copywriter): emotion words, product (vs. copywriter): emotion words, product characteristics, “call to action,” position of text, imagescharacteristics, “call to action,” position of text, images

Up To $250 To Spend On Up To $250 To Spend On All Ships In AllAll Ships In All

Destinations. 2 Days LeftDestinations. 2 Days Left(Copywriter/1.3%)(Copywriter/1.3%)

vs.vs.

No kidding! You Qualify toNo kidding! You Qualify toExperience An IncredibleExperience An Incredible

Vacation With Us :-)Vacation With Us :-)(Algorithm/4.1%) (Algorithm/4.1%)

“A creative person is good but random. We’ve taken “A creative person is good but random. We’ve taken the randomness out by building an ontology of the randomness out by building an ontology of

language”language”——Lawrence Whittle, head of salesLawrence Whittle, head of sales

Source: Wall Street Journal/ Source: Wall Street Journal/ 0825.14/“It’s Finally Time to Take AI Seriously”0825.14/“It’s Finally Time to Take AI Seriously”

““In his eloquent 2009 book, In his eloquent 2009 book, The The Thinking Hand, Thinking Hand, the distinguished the distinguished Finnish architect Juhani Pallasmaa Finnish architect Juhani Pallasmaa

argues that the growing reliance on argues that the growing reliance on computers is making it harder for computers is making it harder for designers to imagine the human designers to imagine the human

qualities of their buildings—to inhabit qualities of their buildings—to inhabit their works in progress in the way that their works in progress in the way that

people will ultimately inhabit the people will ultimately inhabit the finished structures.”finished structures.”

““Calculative power grows. Sensory Calculative power grows. Sensory engagement fades.”engagement fades.”

Source: Nicholas Carr,Source: Nicholas Carr, The Glass Cage: Automation and Us The Glass Cage: Automation and Us

MARKETSMARKETS

Women BUYWomen BUY

(Everything)(Everything) !!

““Forget CHINA, Forget CHINA, INDIA and the INDIA and the

INTERNET: Economic INTERNET: Economic Growth Is Driven by Growth Is Driven by

WOMENWOMEN.”.”

Source: Headline, Economist

W W > > 2X2X (C + (C + I)*I)*

**“Women now drive the global economy. Globally, they control about “Women now drive the global economy. Globally, they control about $20 trillion in consumer spending, and that figure could climb as high as $20 trillion in consumer spending, and that figure could climb as high as

$28 TRILLION$28 TRILLION in the next five in the next five

years. Their $13 trillion in total yearly earnings could reach $18 trillion years. Their $13 trillion in total yearly earnings could reach $18 trillion in the same period.in the same period. In aggregate, women represent a growth market bigger than China and India In aggregate, women represent a growth market bigger than China and India

combined—more than twice as big in fact. Given those numbers, it would be foolish to ignore or underestimate the combined—more than twice as big in fact. Given those numbers, it would be foolish to ignore or underestimate the female consumer. female consumer.

And yet many companies do just that—even ones that are confidant that they have a winning strategy whenAnd yet many companies do just that—even ones that are confidant that they have a winning strategy when it comes to women. Consider Dell’s …”it comes to women. Consider Dell’s …”

Source: Michael Silverstein and Kate Sayre, “The Female Economy,” Source: Michael Silverstein and Kate Sayre, “The Female Economy,” HBRHBR

““Women areWomen are THETHE majority majority

market”market” —Fara Warner/—Fara Warner/The Power of the PurseThe Power of the Purse

““The The MOST MOST SIGNIFICANT SIGNIFICANT

VARIABLEVARIABLE inin EVERYEVERY sales situation is thesales situation is the

GENDERGENDER of the buyer.” of the buyer.” —Jeffery Tobias Halter, Selling to Men, Selling to Women

The Perfect Answer

Jill and Jack buy slacks in black…

Sales/After-sales ProcessSales/After-sales Process

1.    Kick-off  – 1.    Kick-off  – WomenWomen2.    Research – 2.    Research – WomenWomen3.    Purchase  – 3.    Purchase  – Men4.    Ownership – 4.    Ownership – WomenWomen5.    Word-of-mouth – 5.    Word-of-mouth – WomenWomen

Source: Martha Barletta, Source: Martha Barletta, Marketing to Women: How to Increase Your Share of the World’s Largest MarketMarketing to Women: How to Increase Your Share of the World’s Largest Market

2.62.6 vs.vs. 2121

““Female users are the unsunFemale users are the unsungg heroines heroines behind the most enbehind the most enggaagginingg, fastest , fastest ggrowinrowingg,,and valuable consumer internet and and valuable consumer internet and e-commerce companiese-commerce companies.. Especially when it comes to social and shopping, 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, 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.  According to Gilt Groupe, women are 70% of the Etsy, and Diapers are all driven by a majority of female customers.  According to Gilt Groupe, women are 70% of the customers and 74% of revenue; and 77% of Groupon’s customers are female. But what’s different now is an exciting customers and 74% of revenue; and 77% of Groupon’s customers are female. But what’s different now is an exciting new crop of e-commerce companies. One King’s Lane, Plum District, Stella & Dot, Rent the Runway, Modcloth, new crop of e-commerce companies. One King’s 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 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 trendmajority of these companies were also founded by women, which is also an exciting trend . . And take And take a look at four of the new ‘horsemen’ of a look at four of the new ‘horsemen’ of the consumer webthe consumer web——Facebook, ZFacebook, Zygygna, na, Groupon and Twitter.  The maGroupon and Twitter.  The majjoritorityy of all of all four properties’ users are female.  Make four properties’ users are female.  Make that ‘horsewomenthat ‘horsewomen.’ .’ So, if you’re at a consumer web company, how can this So, if you’re 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 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 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 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 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?”take a look at your team.  Do you have women in key positions?” —Aileen Lee, Kleiner Perkins Caufield & Byers —Aileen Lee, Kleiner Perkins Caufield & Byers (05.06.2011)(05.06.2011)

Can you pass the …Can you pass the …

“Squint “Squint test”test” ??

HHypypothesisothesis: Men : Men

cannotcannot design for women’s design for women’s

needsneeds!!??!!??

WOMEN RULEWOMEN RULE!!

““AS LEADERS, WOMEN RULE: New AS LEADERS, WOMEN RULE: New studies find that female managers studies find that female managers outshine their male counterparts in outshine their male counterparts in

almost every measure”almost every measure” —TITLE, Special Report, —TITLE, Special Report, BusinessWeekBusinessWeek

““Research suggests that to Research suggests that to succeed, start by promoting succeed, start by promoting

women.”women.” —Nicholas Kristof, —Nicholas Kristof, NYTimesNYTimes, 1024.13, 1024.13

““In my experience, women In my experience, women make much better executives make much better executives

than men.”than men.” —Kip Tindell, CEO, Container Store, from —Kip Tindell, CEO, Container Store, from UNCONTAINABLEUNCONTAINABLE

““Women are rated higher in fully Women are rated higher in fully

1212 of the of the 1616 competencies that competencies that go into outstanding leadership. go into outstanding leadership. And two of the traits where And two of the traits where

women outscored men to the women outscored men to the highest degree — highest degree — takintakingg initiative and drivininitiative and drivingg for for resultsresults — have long been — have long been

thought of as particularly male thought of as particularly male strengths.”strengths.”

——Harvard Business Review/Harvard Business Review/20142014

Women’s NeWomen’s Neggotiatinotiatingg Stren Strenggthsths

*Ability to put themselves in their *Ability to put themselves in their counterparties’ shoes counterparties’ shoes*Comprehensive, attentive and detailed*Comprehensive, attentive and detailed communication style communication style*Empathy that facilitates trust-building*Empathy that facilitates trust-building*Curious and attentive listening*Curious and attentive listening*Less competitive attitude*Less competitive attitude*Strong sense of fairness and ability to *Strong sense of fairness and ability to persuadepersuade*Proactive risk manager*Proactive risk manager*Collaborative decision-making*Collaborative decision-making

Source: Horacio Falcao, cover story, Source: Horacio Falcao, cover story, World BusinessWorld Business, “Say It Like a , “Say It Like a Woman: Why the 21Woman: Why the 21stst-century negotiator will need the female touch”-century negotiator will need the female touch”

For One (For One (BIGBIG) Thing …) Thing …

““McKinsey & Company found that McKinsey & Company found that the international companies with the international companies with more women on their corporate more women on their corporate

boards boards far outperformedfar outperformed the average the average company in return on equity and company in return on equity and

other measures. Operating profit other measures. Operating profit

was …was … 56%56% higher.”higher.”

Source: Nicholas Kristof, “Twitter, Women, and Power,” Source: Nicholas Kristof, “Twitter, Women, and Power,” NYTimesNYTimes, 1024.13, 1024.13

WeWe (old farts like me)(old farts like me) Have Have

the the $$$$$$$$$$$$

USAUSA

1 boomer will turn 1 boomer will turn 6565Every Every 8 SECONDS8 SECONDSFor the next For the next 20 YEARS20 YEARS

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!““PEOPLE TURNING 50 PEOPLE TURNING 50

TODAY HAVE TODAY HAVE MORE MORE THANTHAN HALFHALF OF OF

THEIR ADULT LIFE THEIR ADULT LIFE AHEAD OF THEM.”AHEAD OF THEM.” —BILL

NOVELLI, 50+: IGNITING A REVOLUTION TO REINVENT AMERICA

Average # of cars purchased perAverage # of cars purchased per

(USA) household, “lifetime”: (USA) household, “lifetime”: 1313Average # of cars bought per household Average # of cars bought per household after the “head of household” reachesafter the “head of household” reaches

age 50: age 50: 77Source: Marti Barletta, Source: Marti Barletta, PrimeTime WomenPrimeTime Women

““In 2009, households headed by In 2009, households headed by adults ages adults ages 65 and older65 and older ... had ... had

4747 timestimes as much as much

net wealth as the typical net wealth as the typical household headed by someone household headed by someone under 35 yearsunder 35 years of age. In 1984, of age. In 1984, this had been a less lopsided this had been a less lopsided

10-to-1 ratio.”10-to-1 ratio.”

Source: Pew Research/10.11Source: Pew Research/10.11

55+ > 55-55+ > 55-Forrester Research: Forrester Research: “[age 55-plus] are “[age 55-plus] are

more active in online finance, shopping, more active in online finance, shopping, and entertainment than those under 55”and entertainment than those under 55”

44-6544-65:: “NEW “NEW CUSTOMER CUSTOMER MAJORITY”MAJORITY”

Source: Source: Ageless MarketingAgeless Marketing, David Wolfe & Robert Snyder, David Wolfe & Robert Snyder

““BabBabyy-boomer -boomer WomenWomen: The: The Sweetest of Sweetest of

Sweet Spots for Sweet Spots for Marketers”Marketers”

—David Wolfe and Robert Snyder, —David Wolfe and Robert Snyder, Ageless MarketingAgeless Marketing

““Marketers’ attempts at reaching Marketers’ attempts at reaching those over 50 have been miserably those over 50 have been miserably

unsuccessful.unsuccessful. No No market’s market’s

motivations andmotivations and needs are so needs are so

poorlpoorlyy understoodunderstood.”.”

——Peter Francese, founding publisher, Peter Francese, founding publisher, American DemographicsAmerican Demographics

““The New Customer The New Customer Majority is the … Majority is the …

ONLYONLY … adult market … adult market with realistic prospects with realistic prospects

for significant sales for significant sales growth in dozens of growth in dozens of

product lines for product lines for thousands of thousands of companies.”companies.”

—David Wolfe & Robert Snyder, —David Wolfe & Robert Snyder, Ageless MarketingAgeless Marketing

LEADERSHIPLEADERSHIP

2525

““I’m always stopping by our I’m always stopping by our

stores—stores—at least at least 2525

a weeka week.. I’m also in other I’m also in other

places: Home Depot, Whole Foods, Crate places: Home Depot, Whole Foods, Crate & Barrel. I try to be a sponge to pick up & Barrel. I try to be a sponge to pick up

as much as I can.”as much as I can.” —Howard Schultz—Howard Schultz

Source: Source: FortuneFortune, “Secrets of Greatness”, “Secrets of Greatness”

MBWA*MBWA**Managing By Wandering Around*Managing By Wandering Around

““I ‘DO’ I ‘DO’ PEOPLE”PEOPLE”

Les Wexner:Les Wexner: FROM FASHION FROM FASHION TRENDS GURU TO KICKS TRENDS GURU TO KICKS

FROM PICKINGFROM PICKING// DEVELOPING PEOPLEDEVELOPING PEOPLE!*!*

*Limited Brands founder Les Wexner queried*Limited Brands founder Les Wexner queried on astounding longterm growth & profitability:on astounding longterm growth & profitability:

It happened, he said, because It happened, he said, because “I got as excited “I got as excited about developing people”about developing people” as he had been as he had been

about predicting fashion trends in his early years.about predicting fashion trends in his early years.

#1#1 CEOCEO Failing?Failing?

““If I had toIf I had to pick one failing pick one failing

of CEOs, it’sof CEOs, it’s that …that …

——Co-founder of one of the largest investment services firms in the USA/worldCo-founder of one of the largest investment services firms in the USA/world

“If I had to pick one failing of

CEOs, it’s that … they don’t read enough.”

Question Your Question Your Judgment*Judgment*

(*Understatement(*Understatement))

For a definitive list of For a definitive list of

159159 cognitive cognitive

biases, see …biases, see …

http//en.wikipedia.org/wiki/http//en.wikipedia.org/wiki/List_of_cognitive_biasesList_of_cognitive_biases

(And see (And see Thinking, Fast and SlowThinking, Fast and Slow, by Daniel Kahneman), by Daniel Kahneman)

Cognitive Biases: Behavioral, Social, and MemoryCognitive Biases: Behavioral, Social, and MemoryActor-observer BiasActor-observer Bias

Ambiguity EffectAmbiguity Effect

Anchoring or FocalismAnchoring or Focalism

Attentional BiasAttentional Bias

Availability CascadeAvailability Cascade

Availability HeuristicAvailability Heuristic

Backfire EffectBackfire Effect

Bandwagon EffectBandwagon Effect

Base Rate Fallacy or Base Rate NeglectBase Rate Fallacy or Base Rate Neglect

Belief BiasBelief Bias

Bias Blind SpotBias Blind Spot

Bizarreness EffectBizarreness Effect

Change BiasChange Bias

Cheerleader EffectCheerleader Effect

Childhood AmnesiaChildhood Amnesia

Choice-supportive BiasChoice-supportive Bias

Clustering IllusionClustering Illusion

Confirmation BiasConfirmation Bias

Congruence BiasCongruence Bias

Conjunction FallacyConjunction Fallacy

Conservatism (Bayesian)Conservatism (Bayesian)

Conservatism or Regressive BiasConservatism or Regressive Bias

Consistency BiasConsistency Bias

Context EffectContext Effect

Contrast EffectContrast Effect

Cross-race EffectCross-race Effect

CryptomnesiaCryptomnesia

Curse of KnowledgeCurse of Knowledge

Decoy EffectDecoy Effect

Defensive Attribution HypothesisDefensive Attribution Hypothesis

Denomination EffectDenomination Effect

Distinction BiasDistinction Bias

Dunning-Kruger EffectDunning-Kruger Effect

Duration NeglectDuration Neglect

Egocentric BiasEgocentric Bias

Egocentric Memory BiasEgocentric Memory Bias

Empathy GapEmpathy Gap

Endowment EffectEndowment Effect

EssentialismEssentialism

Exaggerated ExpectationExaggerated Expectation

MeMe!!(The [All Important] (The [All Important] Development of Self)Development of Self)

““Being aware of Being aware of yourself yourself and how and how

yyou affect everou affect everyyone one around around yyouou is what is what

distindistingguishesuishes a a superior leader.”superior leader.” —Edie —Edie

SeashoreSeashore

““The biggest problem I shallThe biggest problem I shall ever face: the management ever face: the management

of Dale Carnegie.” of Dale Carnegie.” —Dale Carnegie, diary of—Dale Carnegie, diary of

AcknowledgementAcknowledgement!!

““The deepest principle The deepest principle in human nature is the in human nature is the

craving to be craving to be aappppreciatedreciated.”.” —William James—William James

“The deepest urge“The deepest urge in human nature in human nature

is the desire to be is the desire to be

imimpportantortant.”.” —John Dewey—John Dewey

““Employees who Employees who don't feel significant don't feel significant

rarely make rarely make significant significant

contributions.”contributions.” —Mark Sanborn—Mark Sanborn

22!!

““THANTHANKK YOUYOU””

““Little” >> Little” >> “Big”“Big”

Practicing …Practicing …

WeWe-ism-ism

Observed closely: The use ofObserved closely: The use of

“I”“I” oror

“We”“We” during aduring a

job interview.job interview.

Source: Leonard Berry & Kent Seltman, chapter 6, “Hiring for Values,” Source: Leonard Berry & Kent Seltman, chapter 6, “Hiring for Values,” Management Lessons From Mayo ClinicManagement Lessons From Mayo Clinic

““I am I am hundredshundreds of times better of times better

herehere [than in my prior hospital assignment][than in my prior hospital assignment] because of the support system. because of the support system. It’s like It’s like yyou were workinou were workingg in an in an ororgganism; anism; yyou are not a sinou are not a singgle le

cell when cell when yyou are out there ou are out there ppracticinracticingg.’”.’” —quote from Dr. Nina Schwenk, in Chapter 3, —quote from Dr. Nina Schwenk, in Chapter 3,

“Practicing Team Medicine,” from Leonard Berry & Kent Seltman, “Practicing Team Medicine,” from Leonard Berry & Kent Seltman, from from Management Lessons From Mayo ClinicManagement Lessons From Mayo Clinic

R.O.I.R.R.O.I.R.>>>>

R.O.I.R.O.I.

RRETURN ETURN OON N

IINVESTMENT IN NVESTMENT IN

RRELATIONSHIPSELATIONSHIPS

Track & Manage Track & Manage … … your investments in your investments in relationships/your relationships/your

relationships relationships portfolio as closely portfolio as closely

as you would track & as you would track & manage budget manage budget

numbers.numbers.

80 80

Spend Spend 8080%% of of

your time on allies—your time on allies—finding and developing finding and developing

and nurturing allies and nurturing allies of every size and shapeof every size and shape

is the name of the is the name of the winning game.winning game.

POLITICSPOLITICS

75%+75%+ of of

effective project effective project management is management is

political mastery!political mastery!

Believe it!Believe it!

XFX =XFX =

#1#1

NEVER NEVER WASTE A WASTE A LUNCH!LUNCH!

L = XFFRA1L = XFFRA1**

*Lunch = Cross-Functional Friction Reduction Agent #1*Lunch = Cross-Functional Friction Reduction Agent #1

DOWN DOWN >> UP>> UP

Loser:Loser: “He’s such a“He’s such a suck-up!” suck-up!”

Winner:Winner: “He’s such a“He’s such a suck-down.” suck-down.”

““SUCK SUCK DOWNDOWN FOR FOR SUCCESS!”SUCCESS!”

““SUCK SUCK

DOWNDOWN FOR FOR

SUCCESS!”SUCCESS!”

Body Body LanguageLanguage

““Research indicates the Research indicates the pitch, volume, and pace of pitch, volume, and pace of

your voice affect what your voice affect what people think you said people think you said

about about fivefive timestimes as much as the actual as much as the actual

words you used.”words you used.” ——Stanford BusinessStanford Business/Spring 2012/on the work of Prof. Deborah Gruenfeld/Spring 2012/on the work of Prof. Deborah Gruenfeld

33

““I regardI regard aappoloologgizinizing g as the as the most magical, healing, most magical, healing,

restorative gesture human restorative gesture human beings can make. It is thebeings can make. It is the

centercenterppieceiece of my of my work with executives who work with executives who

want to get better.”want to get better.”

——Marshall GoldsmithMarshall Goldsmith, What Got You Here Won’t Get You There: , What Got You Here Won’t Get You There: How Successful People Become Even More Successful. How Successful People Become Even More Successful.

Relationships (of all varieties): THERE ONCE THERE ONCE WAS A TIME WHEN A WAS A TIME WHEN A

THREETHREE--MINUTEMINUTE PHONEPHONE CALLCALL WOULD WOULD

HAVE AVOIDED SETTING OFF THE HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RESULTED IN A COMPLETE

RUPTURE.RUPTURE.**

*Divorce, loss of a BILLION $$$ aircraft sale, etc., etc.*Divorce, loss of a BILLION $$$ aircraft sale, etc., etc.

THE PROBLEM IS THE PROBLEM IS RARELY/RARELY/NEVERNEVER THE THE

PROBLEM. THEPROBLEM. THE

RESPONSERESPONSE TO THE TO THE PROBLEM INVARIABLY PROBLEM INVARIABLY ENDS UP BEING THE ENDS UP BEING THE

REAL PROBLEMREAL PROBLEM.***PERCEPTION IS ALL THERE IS!PERCEPTION IS ALL THERE IS!

ComebackComeback(big, quick response)(big, quick response)

>>>>PerfectionPerfection

With a new and forthcoming policy on With a new and forthcoming policy on apologies … Toro, the lawn mower folks, apologies … Toro, the lawn mower folks,

reduced the average cost of settling a claim reduced the average cost of settling a claim

fromfrom $$115,000115,000 in 1991 toin 1991 to

$$35,00035,000 in 2008 in 2008 …… and and the companthe companyy hasn’t hasn’t been to trial in the been to trial in the

last 15last 15 y yearsears!!

K = R = K = R = PP

Kindness = Kindness = Repeat Business =Repeat Business =

Profit.Profit.

"Let's not forget "Let's not forget that small that small

emotions are the emotions are the great captains of great captains of our lives."our lives." –—Van Gogh–—Van Gogh

Meetings ROCKMeetings ROCK!!(Make that: (Make that: SHOULDSHOULD Rock) Rock)

Complain all Complain all you want, you want,

but but meetinmeetinggss are what you are what you

(boss/leader)(boss/leader) do!!

Meetings are Meetings are #1#1 thing thing

bosses bosses dodo. Therefore, . Therefore, 100%100%

of those meetings:of those meetings: EXCELLENCE. EXCELLENCE. ENTHUSIASM. ENTHUSIASM. ENGAGEMENT. ENGAGEMENT.

LEARNING. TEMPO. LEARNING. TEMPO. WORK-OF-ARTWORK-OF-ART.. DAMNDAMN ITIT..

Prepare for a Prepare for a meeting/every meeting/every

meeting as if your meeting as if your professional life professional life depended on it.depended on it.

It does.It does.

11 Mouth, Mouth,

22 Ears Ears

“The doctor interrupts after …*

*Source: Jerome Groopman, How Doctors Think

18 …

18 … seconds!

*8 of 10 sales presentations fail*8 of 10 sales presentations fail

*50% failed sales *50% failed sales

presentations … presentations … talkingtalking “at” before “at” before listening! listening!—Susan Scott, “Let Silence Do the Heavy Lifting,” chapter title, —Susan Scott, “Let Silence Do the Heavy Lifting,” chapter title, Fierce Conversations: Achieving Success at Work and in Life,Fierce Conversations: Achieving Success at Work and in Life,One Conversation at a TimeOne Conversation at a Time

Suggested Suggested Core Value Core Value #1:#1: “We are Effective “We are Effective

Listeners—we treat Listening Listeners—we treat Listening EXCELLENCEEXCELLENCE as the as the Centerpiece of our Centerpiece of our

Commitment to Respect and Commitment to Respect and Engagement and Community Engagement and Community

and Growth.”and Growth.”

““I always writeI always write ‘LISTEN’‘LISTEN’ on on the back of my hand the back of my hand before a meeting.”before a meeting.”

Source: Tweet viewed @tom_petersSource: Tweet viewed @tom_peters

100100

Leaders:

Communications failure …

100%*

*Your fault!

14 = 14

Hilton’s Hilton’s LawLaw

CONRADCONRAD HILTONHILTON, at a gala celebrating, at a gala celebrating his career, was called to the podium and his career, was called to the podium and

asked,asked, “What were the most important

lessons you learned in your long and

distinguished career?” His answer …His answer …

““Remember Remember to tuck the to tuck the

shower curtain shower curtain inside the inside the bathtubbathtub.”.”