“it suddenly occurred to me … to me …. “it suddenly occurred to me … les wexner: “it...
TRANSCRIPT
““It suddenly It suddenly occurredoccurred to me …to me …
Les Wexner: “It “It suddenly occurred suddenly occurred
to me …to me …
“It suddenly occurred to me … that in the space of two or
three hours he
never talked
about cars.”
““Tom, let me tell Tom, let me tell you the definition you the definition of a good lending of a good lending
officer. …officer. …
“Tom, let me tell you the definition of a good lending
officer. After church on After church on Sunday, on the way home Sunday, on the way home with his family, he takes a with his family, he takes a little detour to drive by the little detour to drive by the factory he just lent money factory he just lent money
to. Doesn’t go in or any such to. Doesn’t go in or any such thing, jthing, just drives bust drives byy and and
takes a looktakes a look.”.”
Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his life, was celebrating his life, was asked, “asked, “What was the What was the
most immost impportant lesson ortant lesson yyou ou learned in learned in yyour long and our long and
distindistingguished careeruished career?” His ?” His immediate answer …immediate answer …
His immediate answer:His immediate answer:
““remember remember to tuck the to tuck the
shower curtain shower curtain inside the inside the bathtubbathtub.”.”
Container store: Container store:
2x2x training$$ training$$
$$
Tom Peters’ Tom Peters’
EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.
Leaders in Dubai/17 November 2008Leaders in Dubai/17 November 2008
NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and ensure [and ensure
that it is not a that it is not a messmess],], you need you need Microsoft fonts:Microsoft fonts:
“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”
andand “Verdana”“Verdana”
Slides at …Slides at …
tompeters.comtompeters.com
Context.Context.excellence.excellence.
EXCELLENEXCELLENCE.CE.
““Insanely Insanely great”great”
Steve Jobs
““Radically Radically thrilling”thrilling”
BMW
““astonish astonish me”me”
Sergei Diaghilev
!!TP
Context.Context.core core
beliefs.beliefs.Bad Times.Bad Times.
Good Good Times.Times.
All times.All times.
MBWMBWAA
5K5K//5M5M
““We have a We have a ‘strategic plan.’ ‘strategic plan.’ It’s called It’s called doing doing thingsthings.”.” — Herb Kelleher
““FAIL, FAIL FAIL, FAIL AGAIN. FAIL AGAIN. FAIL BETTER.”BETTER.”
—Samuel Beckett
““Execution Execution isis strategy.”strategy.”
—Fred Malek—Fred Malek
Socks = Socks = 10K10K
Hands oIn touch.In touch.relationships.relationships.
tries.tries.Screw-upScrew-upss..Execution.Execution.
K.I.S.S.K.I.S.S.
Context.Context.BLACK SWAN.BLACK SWAN.
The Black The Black Swan has Swan has landed!landed!
The Black Swan 43: Tactical Rules for Survival
(and success)
in Ugly times
Black Swan Tactical RulesBlack Swan Tactical Rules
1. 1. K.I.S.S.K.I.S.S.2. 2. Hammer on the basics.Hammer on the basics.3. Focus on us, not the competition.3. Focus on us, not the competition.4. Puzzle-solving: How to turn this4. Puzzle-solving: How to turn this into an opportunity.into an opportunity.5. MBWA/X.5. MBWA/X.6. MBWA/I.6. MBWA/I.7. MBWA/Vendors.7. MBWA/Vendors.
8. Waaaaay 8. Waaaaay over-communicate.over-communicate.
Black Swan Tactical RulesBlack Swan Tactical Rules9. All work is team work.9. All work is team work.10. Transparency.10. Transparency. 11. Work the phones.11. Work the phones.12. Perception of fairness.12. Perception of fairness.13. Share the pain.13. Share the pain.
14. 14. Thoughtfulness.Thoughtfulness.15. Grace!!15. Grace!!16. “Thank you.”16. “Thank you.”
17. 17. Calm. Cool. Collected.Calm. Cool. Collected.18. Constant attitude checks—18. Constant attitude checks—youyou..
Black Swan Tactical RulesBlack Swan Tactical Rules19. Dress for success.19. Dress for success.20. Avoid burnout/you, the team,20. Avoid burnout/you, the team, the entire organization.the entire organization.
21. 21. Re-emphasize the companyRe-emphasize the company values-philosophy.values-philosophy. (Now, more than(Now, more than ever.)ever.)
22. 22. Quality!!!!!!Quality!!!!!! (Now, more than ever.)(Now, more than ever.)
23. 23. No corner cutting.No corner cutting. (Now, more(Now, more than ever.)than ever.)24. Constant reviews/War room.24. Constant reviews/War room.25. Celebration of small wins.25. Celebration of small wins.
Black Swan Tactical RulesBlack Swan Tactical Rules
34. 34. IncreaseIncrease customer-service customer-service training.training.35. In general, minimize training cuts.35. In general, minimize training cuts.
36. 36. Be(very)ware R&D cuts; Be(very)ware R&D cuts; fundfund R&D quick pay SWAT R&D quick pay SWAT teams.teams.37. 37. Beware such things as Beware such things as salessales travel cuts, ad cuts.travel cuts, ad cuts.38. 38. “Across the board” = “Across the board” = Dumb.Dumb.39. Is this a time to over-invest if cash is at hand?39. Is this a time to over-invest if cash is at hand? (E.g., distressed innovative start-ups?)(E.g., distressed innovative start-ups?)
Black Swan Tactical RulesBlack Swan Tactical Rules
40. Stealth work on the likes of 40. Stealth work on the likes of XF communication.XF communication.41. This could last a long time—41. This could last a long time— LT prep is necessary LT prep is necessary nownow..42. Prepare/Be prepared for 42. Prepare/Be prepared for moremore Black Swans.Black Swans.
43. 43. ExcellenceExcellence..
(Now,(Now, more than ever.)more than ever.)
““I do I do notnot accept the accept the explanation of a recession explanation of a recession negatively effecting the negatively effecting the
[new] business. [new] business. There are There are still people traveling. We still people traveling. We just have to get them to just have to get them to stay in our hotelstay in our hotel.”.” —Horst Schulze, —Horst Schulze,
former president of Ritz Carlton, on the launch of his new luxury hotel former president of Ritz Carlton, on the launch of his new luxury hotel chain, Capella, from chain, Capella, from PrestigePrestige (06.08) (06.08)
Context.Context.Organizations Organizations exist to serve.exist to serve.
Organizations Organizations existexist to to serveserve. Period.. Period.
Leaders Leaders live live toto serveserve. Period.. Period.
Why in Why in the the World did World did youyou go to go to SiberiaSiberia??
EnterpriseEnterprise* ** (*at its best):* ** (*at its best): An An emotionalemotional, , vitalvital, , innovativeinnovative, , jojoyyfulful, , creativecreative, , entreentreppreneurialreneurial endeavor endeavor that elicits maximum that elicits maximum
concerted humanconcerted human potential in the potential in the wholeheartedwholehearted serviceservice of others of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners**Employees, Customers, Suppliers, Communities, Owners, Temporary partners
Organizations exist to serve. Period.Organizations exist to serve. Period.Leaders live to serve. Period.Leaders live to serve. Period.
Passionate servant leaders, determined to create a Passionate servant leaders, determined to create a legacy of earthshaking transformation in their domainlegacy of earthshaking transformation in their domain create/must create/must necessarilynecessarily create organizations which create organizations which
are …are … no less than “Cathedrals”no less than “Cathedrals” in which the full and in which the full and
awesome power of the awesome power of the ImaginationImagination
and Spirit and native and Spirit and native Entrepreneurial flairEntrepreneurial flair of of diverse individualsdiverse individuals is is
unleashedunleashed … … In passionate pursuit of jointly In passionate pursuit of jointly perceived soaring purposeperceived soaring purpose and personal and and personal and
community and client service Excellence. community and client service Excellence.
"We all start out in life loving our fathers and mothers "We all start out in life loving our fathers and mothers above everything else in the world, but that does not close above everything else in the world, but that does not close the doors of love. That prepares us to love our wives and the doors of love. That prepares us to love our wives and husbands and children and friends and to cooperate with husbands and children and friends and to cooperate with and show respect to all worthy individuals with whom we and show respect to all worthy individuals with whom we come in contact or have an opportunity to reach in other come in contact or have an opportunity to reach in other ways. We must apply that to nations and to other ways. We must apply that to nations and to other businesses. businesses.
"We in IBM must not confine our thoughts just to IBM. We "We in IBM must not confine our thoughts just to IBM. We must extend our cooperation to all other businesses whether must extend our cooperation to all other businesses whether we do business with them or not. We are one cog in the we do business with them or not. We are one cog in the industrial wheel. industrial wheel.
"Then as citizens we must extend our respect to all worthy "Then as citizens we must extend our respect to all worthy people in all nations. We are moving along in troublesome people in all nations. We are moving along in troublesome times, but the love of these various things of which I have times, but the love of these various things of which I have spoken and of the people in whom we are interested is going spoken and of the people in whom we are interested is going to be the great force which will make us all appreciate the to be the great force which will make us all appreciate the spiritual values which constitute the only solid foundation on spiritual values which constitute the only solid foundation on which we can build." which we can build."
Thomas J. Watson, Sr. address to IBM Sales and Service Thomas J. Watson, Sr. address to IBM Sales and Service Class 525 and Customer Engineers Class 528, Class 525 and Customer Engineers Class 528, IBM Country Club, Endicott, NY, IBM Country Club, Endicott, NY, October 30, 1941October 30, 1941
Organizations Organizations existexist to to serveserve. Period.. Period.
Leaders Leaders live live toto serveserve. Period.. Period.
people power:people power: The The
talent talent 3030
11.. peoplepeople!!
PeoplePeople!!
peoplepeople!!
PeoplePeople!!
““The most The most important decisions important decisions
businesspeople businesspeople make are not make are not
‘what’ decisions ‘what’ decisions but ‘who’ but ‘who’
decisions.” decisions.” —Jim Collins, —Jim Collins, Good to GreatGood to Great
TP: TP: “How to flush
$500,000 down
the toilet in one easy
lesson!!”
< CAPEX< CAPEX> People!> People!
WegmansWegmans
22.. The The “Customer” “Customer” is “Job #1”!is “Job #1”!
And that principal And that principal customer is …customer is …
““You have to You have to treat your treat your
employees like employees like customers.”customers.” —Herb Kelleher, —Herb Kelleher,
complete answer, upon being asked his “secrets to success”complete answer, upon being asked his “secrets to success”
Source: Joe Nocera, Source: Joe Nocera, NYTNYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after , “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had 37 years at Southwest Airlines (SWA’s 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)done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)
The Customer The Customer Comes Comes SecondSecond
——Hal RosenbluthHal Rosenbluth
33.. “Soft” “Soft” Is “Hard.”Is “Hard.”
Excellence1982: The Bedrock “Eight Basics”Excellence1982: The Bedrock “Eight Basics”
1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through 4. Productivity Through PeoPeopplele5. Hands On, 5. Hands On, ValueValue--DrivenDriven6. Stick to the Knitting6. Stick to the Knitting7. Simple Form, Lean Staff7. Simple Form, Lean Staff8. Simultaneous Loose-Tight8. Simultaneous Loose-Tight Properties” Properties”
““Breakthrough” 82*Breakthrough” 82*
People! People! CustomersCustomers
! ! Action! Action! Values! Values!
**In Search of ExcellenceIn Search of Excellence
Hard Is SoftHard Is SoftSoft Is HardSoft Is Hard
““Hard” Is Hard” Is SoftSoft (Plans, (Plans, ##ss))
“Soft” Is “Soft” Is HardHard (people, (people, customers, values, customers, values,
relationships)relationships)
44.. The “Find ’em” The “Find ’em” obsession: Biz obsession: Biz
“Strategic”“Strategic”
Priority Priority #1#1 ?!. ?!.
““Development can help great Development can help great
people be even better—people be even better— but if but if I had a dollar to I had a dollar to
spend, I’d spend 70 spend, I’d spend 70 cents getting the cents getting the
right person in the right person in the doordoor.”.” ——Paul Russell, Director, Leadership &Paul Russell, Director, Leadership &
Development, Google Development, Google
CCtataOO*
*Chief talent acquisitiontalent acquisition Officer
#1.#1.StrategicStrategic..Priority.Priority.Period.Period.
55.. Focus on the Focus on the
#1#1 determinant determinant of employee of employee
satisfaction (or the satisfaction (or the lack thereof)lack thereof)
Employee retention & satisfaction:Employee retention & satisfaction:
OverwhelminOverwhelminggllyy, , based on the based on the first-first-
line manaline managger!er!
Source: Marcus Buckingham & Curt Coffman, Source: Marcus Buckingham & Curt Coffman, First, Break All First, Break All the Rules: What the World’s Greatest Managers Do Differentlythe Rules: What the World’s Greatest Managers Do Differently
66.. “Legacy” “Legacy”
= 10!= 10!
2/year 2/year = =
legacy.legacy.
““Big Three”Big Three”
Recruit-Hire.Recruit-Hire.11stst line supervisors. line supervisors.
Promotion decisions.Promotion decisions.
And?????And?????
77.. Talent Talent “Excellence” “Excellence” Stretches Far Stretches Far Beyond Our Beyond Our
Borders.Borders.
We We areare the the companycompany we keepwe keep
Measure “Strangeness”/Portfolio QualityMeasure “Strangeness”/Portfolio Quality
StaffStaffConsultantsConsultants
VendorsVendorsOut-sourcing Partners Out-sourcing Partners (#, Quality)(#, Quality)
Innovation Alliance PartnersInnovation Alliance PartnersCustomersCustomers
Competitors Competitors (who we “benchmark” against)(who we “benchmark” against)
Strategic Initiatives Strategic Initiatives Product Portfolio Product Portfolio (LineEx v. Leap)(LineEx v. Leap)
IS/IT ProjectsIS/IT ProjectsHQ LocationHQ LocationLunch MatesLunch Mates
LanguageLanguageBoardBoard
The “We are what we eat” The “We are what we eat” axiom:axiom: At its core, At its core, evereveryy
(!!!) relationship-(!!!) relationship-partnership decision partnership decision (employee, vendor, (employee, vendor,
customer, etc) is a customer, etc) is a stratestrateggicic decision about:decision about:
“Innovate,“Innovate, ‘Yes’ or ‘Yes’ or ‘No’ ” ”
““[CEO A.G.] Lafley has shifted [CEO A.G.] Lafley has shifted P&G’sP&G’s focus on inventing all its own focus on inventing all its own
products to developing products to developing
others’ others’ inventions at inventions at least half the least half the timetime.. One successful One successful
example Mr. Clean Magic Eraser, example Mr. Clean Magic Eraser, based on a product found in anbased on a product found in an
Osaka market.” Osaka market.” ——FortuneFortune
88.. Expand the Expand the definition of “our” definition of “our” talent pool: Master talent pool: Master “Crowd-sourcing,” “Crowd-sourcing,”
“Wikiworld”!“Wikiworld”!
Rob McEwen/CEO/CEO/Goldcorp Inc./Goldcorp Inc./
Red Lake Red Lake goldSource: Wikinomics: How Mass
Collaboration Changes Everything, Don Tapscott & Anthony WilliamsDon Tapscott & Anthony Williams
““The Billion-man The Billion-man Research Team: Research Team:
Companies offering Companies offering work to online work to online
communities are communities are reaping the benefits of reaping the benefits of
‘crowdsourcing.’”‘crowdsourcing.’” —Headline, —Headline, FTFT, 0110.07, 0110.07
““Technology massively multiplies soft power—particularly video Technology massively multiplies soft power—particularly video technology, and particularly in the hands of non-state actors. … The technology, and particularly in the hands of non-state actors. … The
power and distinction of a government’s voice is lost in the power and distinction of a government’s voice is lost in the competing chatter, and in some ways it becomes the least compelling competing chatter, and in some ways it becomes the least compelling
simply because it’s the least novel. It’s not just words competing simply because it’s the least novel. It’s not just words competing against words. Images are now competing against images. People are against words. Images are now competing against images. People are visual creatures, and they tend to respond to videos and pictures on visual creatures, and they tend to respond to videos and pictures on
a much less rational and much more visceral level. …a much less rational and much more visceral level. …
YouTube YouTube (and whatever follows it)(and whatever follows it) will soon will soon have have ggreater reater gglobal influence lobal influence
over narratives about over narratives about international eventsinternational events (if it doesn’t already)(if it doesn’t already)
than anthan anyy ggovernment overnment information source could hoinformation source could hoppe e
to haveto have.”.”
——Foreign PolicyForeign Policy, Nov-Dec 2008, Nov-Dec 2008
obama obama vsvs MMccCainCain
We ARE NAKED. We ARE NAKED. The entire The entire distributed community is part distributed community is part
of our “corporate culture.”of our “corporate culture.”The entire distributed The entire distributed
community is part of our community is part of our “Brand.” “Brand.” We are We are
accountableaccountable to the entire distributed to the entire distributed
community.community. Our power can Our power can multiply overnight. multiply overnight. Our Our
power can dissipate in a click.power can dissipate in a click.
99.. Diversity of Diversity of everyevery sort sort!!
““Diverse groups of problem solvers—groupsDiverse groups of problem solvers—groups of people with diverse tools—consistently of people with diverse tools—consistently outperformed groups of the best and the outperformed groups of the best and the
brightest. If I formed two groups, one brightest. If I formed two groups, one random (and therefore diverse) and one random (and therefore diverse) and one
consisting of the best individual performers, consisting of the best individual performers, the first group almost always did better. …the first group almost always did better. …
DiversityDiversity trumped trumped abilityability.”.” —Scott Page, —Scott Page, The Difference: How The Difference: How
the Power of Diversity Creates Better Groups,the Power of Diversity Creates Better Groups, Firms, Schools, and Societies Diversity Firms, Schools, and Societies Diversity
Carnegie Mellon Prof Richard Florida Carnegie Mellon Prof Richard Florida
on “Creative Caon “Creative Cappitalital”:”: “You “You cannot get a cannot get a
technologically technologically innovative place … innovative place … unless it’s open to unless it’s open to
weirdnessweirdness, , eccentricityeccentricity and and differencedifference.”.”
Source: Source: New York TimesNew York Times
1010.. Women Women Dominate Dominate
EconomicsEconomics!!
““Forget Forget ChinaChina, , IndiaIndia and the and the
InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven
by by WomenWomen..””
—Headline, Economist, April 15, 2006, Leader, page 14
““One thing is certain: Women’s rise to power, which is One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no in all domains and at all levels of society. Women are no
longer content to provide efficient labor or to be longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon spend. … This is just the beginning. The phenomenon
will only grow as girls prove to be more successful than will only grow as girls prove to be more successful than
boys in the school system.boys in the school system. For a number For a number of observers, we have of observers, we have
already entered the age of already entered the age of ‘womenomics,’ the economy ‘womenomics,’ the economy
as thought out and as thought out and practiced by a womanpracticed by a woman.”.” —Aude —Aude
Zieseniss de Thuin, Zieseniss de Thuin, Financial TimesFinancial Times
1111.. Talent Talent Masters Focus on Masters Focus on
Talent’s Talent’s Intangibles.Intangibles.
EMPHASIZEMPHASIZE THE E THE “SOFT “SOFT
SKILLS.”SKILLS.”
12.12. Hire Hire enthusiasmenthusiasm
!!
““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”
—Samuel Taylor Coleridge
1313.. Hire Hire for _____!for _____!
1414.. Embrace Embrace the “action the “action Faction”!Faction”!
““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the software. software. We fixed them by doing it over and over, again We fixed them by doing it over and over, again and again.and again. We do the same today. While our competitors We do the same today. While our competitors are still sucking their thumbs trying to make the design are still sucking their thumbs trying to make the design
perfect, we’re already on prototype versionperfect, we’re already on prototype version ##55..
By the time our rivals areBy the time our rivals are ready with wires and screws, we are on versionready with wires and screws, we are on version
##1010.. It gets back to It gets back to planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by
BloombergBloomberg
15.15. Cheer Cheer
[and [and promote promote for!]for!] the the
worthy failures!worthy failures!
““In business, you In business, you rewardreward people for people for
taking taking risksrisks. . When it When it doesn’tdoesn’t workwork outout you you
promotepromote themthem-because -because they were willing to try they were willing to try new things.new things. If people tell me If people tell me
they skied all day and neverthey skied all day and never fell down, I tell them to try a fell down, I tell them to try a
different mountain.”different mountain.” —Mike Bloomberg—Mike Bloomberg
1616.. Exalt the Exalt the “dull” “dull”
DoersDoers!!!!
““eighty eighty percent of percent of success is success is
showing up.” showing up.” ——Woody AllenWoody Allen
1717.. Hire and Hire and Promote for Promote for “relationship “relationship excellence.”excellence.”
HighestHighest R.O.I.R.O.I.
R.R. Wins!Wins!
Return on Return on investment in investment in relationshipsrelationships
1818.. HR Sits at HR Sits at The Head The Head
Table.Table.
A review of A review of Jack and Suzy Welch’sJack and Suzy Welch’s WinningWinning claims there are but two key differentiators claims there are but two key differentiators
that set that set GE “culture”GE “culture” apart from the herd: apart from the herd:
******Separating financial forecasting and performance measurement.Separating financial forecasting and performance measurement. Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared about how you actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. to a gamed-abstract plan developed last year.
******Putting Putting HRHR on a on a par with finance and par with finance and marketing.marketing.
1919.. Goal: Goal: Amazing questsAmazing quests!!
Life SuccessLife Success!! Dreams Come Dreams Come truetrue!! [for [for everyoneeveryone ]]
““The role of the Director is to The role of the Director is to create a space where the actors create a space where the actors
and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than
they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech
““We are a We are a ‘Life ‘Life
Success’ Success’ Company.”Company.”
Dave Liniger, founder, RE/MAX
We We AllAll Have Dreams! Have Dreams!Collective Dream Fulfillment =Collective Dream Fulfillment =
Business Performance Business Performance EXCELLENCEEXCELLENCE
“What is an employee’s purpose? “What is an employee’s purpose? Most would say, ‘to help the company Most would say, ‘to help the company achieve its purpose’—but they would achieve its purpose’—but they would
be wrong. That is certainly part ofbe wrong. That is certainly part of the employee’s role, but an the employee’s role, but an
employee’s primary purpose isemployee’s primary purpose is to become the-best-version-of- to become the-best-version-of-
himself or –herself.”himself or –herself.”
—Matthew Kelly, —Matthew Kelly, The Dream ManagerThe Dream Manager
2020.. Re- Re-name “HR.”name “HR.”
Talent Talent DepartmentDepartment
Dream Dream Realization Realization DepartmentDepartment
2121.. Training I: Training I: TrainTrain!! Train Train!!
TrainTrain!!
26.3HPY
It’s a It’s a numbers numbers game! game! (mostly)(mostly)
2222.. Training II: Training II: MBAMBASS relevant relevant to GTD to GTD!! [Getting things Done][Getting things Done]
The GTD* The GTD*
MBAMBA
*Getting Things Done*Getting Things Done
CoreCore*Managing people I, II, III, IV*Managing people I, II, III, IV*Creating and managing systems*Creating and managing systems with high impactwith high impact*Leadership I, II*Leadership I, II
**Servant leadershipServant leadership**Execution I, II, IIIExecution I, II, III*Creating a “Try it now”-“Fail Forward*Creating a “Try it now”-“Fail Forward Fast”-“Ready. Fire. Aim.” “culture”Fast”-“Ready. Fire. Aim.” “culture”*Maximizing ROIR *Maximizing ROIR [Return On Investment[Return On Investment in Relationships]in Relationships]
**Sales I, II, III, IVSales I, II, III, IV*Service basics I, II*Service basics I, II*Creating incredible customer*Creating incredible customer experiencesexperiences
CoreCore
*The art and science of influence I, II*The art and science of influence I, II*Crucial conversations-Crucial*Crucial conversations-Crucial confrontationsconfrontations*Accounting* I, II *Accounting* I, II [*acctg., not “finance”][*acctg., not “finance”]
*Accountability I, II*Accountability I, II*Calendar mastery/Mastering “to don’t”*Calendar mastery/Mastering “to don’t”
**MBWA I, IIMBWA I, II*Nurturing and harvesting curiosity*Nurturing and harvesting curiosity in one and allin one and all*Giving great presentations I, II*Giving great presentations I, II
**Active listening I, II Active listening I, II **Excellence as aspiration,Excellence as aspiration, Excellence everywhere,Excellence everywhere, Excellence all the timeExcellence all the time
OtherOther
*Recruiting top talent for 100% of*Recruiting top talent for 100% of enterprise jobsenterprise jobs
**Recruiting for smiles, enthusiasm,Recruiting for smiles, enthusiasm, energyenergy*Nurturing top talent*Nurturing top talent
**Helping people (employees,Helping people (employees, customers, vendors,customers, vendors, communities) grow and realizecommunities) grow and realize their dreamstheir dreams*The promotion decision*The promotion decision*Women as pre-eminent leaders*Women as pre-eminent leaders*The power of decentralization—and*The power of decentralization—and the barriers theretothe barriers thereto
OtherOther
**The art of finding and loving The art of finding and loving freaksfreaks*Creating an environment of respect *Creating an environment of respect and decency and decency *The pre-eminent role of emotion in*The pre-eminent role of emotion in everythingeverything
**Saying “thank you” I, IISaying “thank you” I, II**Aggressive apologizingAggressive apologizing**Giving good phone, working theGiving good phone, working the phonesphones*Creating and nurturing lasting win-win*Creating and nurturing lasting win-win alliancesalliances*The real “stuff”-basics of cross-*The real “stuff”-basics of cross- functional excellencefunctional excellence
OtherOther
*The Art of the Nudge*The Art of the Nudge*Rapid prototyping of everything, *Rapid prototyping of everything, and the Art of Serious Playand the Art of Serious Play
**Rewarding failuresRewarding failures*Increasing a business’s metabolic rate*Increasing a business’s metabolic rate*Diversity power everywhere *Diversity power everywhere *The power of universal transparency*The power of universal transparency
2323.. Training III: Training III: The REAL The REAL
Bedrock of the Bedrock of the “Talent Thing.”“Talent Thing.”
““My wife and I went to a [kindergarten] parent-teacher My wife and I went to a [kindergarten] parent-teacher conference and were informed that our budding refrigerator conference and were informed that our budding refrigerator
artist, Christopher, would be receiving a grade of artist, Christopher, would be receiving a grade of Unsatisfactory in art. We were shocked. How could any childUnsatisfactory in art. We were shocked. How could any child
—let alone our child—receive a poor grade in art at such a —let alone our child—receive a poor grade in art at such a
young age?young age? His teacher His teacher informed us that he had informed us that he had refused to color within refused to color within the lines, which was a the lines, which was a state restate reqquirement for uirement for demonstratindemonstratingg ‘ ‘ggrade-rade-
level motor skillslevel motor skills.’.’ ” ” —Jordan —Jordan
Ayan, AHA!Ayan, AHA!
2424.. Re-Re-spectspect!!
““It was much later that I realized Dad’s It was much later that I realized Dad’s secret. He gained respect by giving it. He secret. He gained respect by giving it. He
talked and listened to the fourth-grade kids talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same in Spring Valley who shined shoes the same way he talked and listened to a bishop or a way he talked and listened to a bishop or a
college president.college president. He was He was seriously interested seriously interested in who you were and in who you were and
what you had to saywhat you had to say.”.”
Sara Lawrence-Lightfoot, Respect
2525. . Encourage Encourage
DisDis-respect!-respect!
All You Need to Know About All You Need to Know About “Sources of Innovation”:“Sources of Innovation”:
Angry Angry people!people! [angry with [angry with
the status quo]the status quo]
2626.. Talent Talent Excellence! Excellence!
Leaders who Leaders who askask! Leaders ! Leaders who who listenlisten!!
““The four most The four most important words in any important words in any
organizationorganization
are …are … ‘What do ‘What do you think?’you think?’ ” ”
Source: courtesy Dave Wheeler,Source: courtesy Dave Wheeler, posted at tompeters.com, source ofposted at tompeters.com, source of
original unknown (0609.08) original unknown (0609.08)
1818””
27.27. Thank Thank
YouYou!!
““The deepest The deepest human need is human need is the need to be the need to be appreciated.”appreciated.”
William JamesWilliam James
2828.. We Are All We Are All Unique. Unique.
““The key difference between The key difference between checkers and chess is that in checkers and chess is that in checkers the pieces all move checkers the pieces all move
the same way, whereas in the same way, whereas in chess all the pieces move chess all the pieces move
differently. … differently. … Discover Discover what is uniwhat is uniqque about ue about
each each pperson and erson and cacappitalize on ititalize on it.”.” —Marcus —Marcus
Buckingham,Buckingham, The One Thing You Need to KnowThe One Thing You Need to Know
“The mediocre manager believes The mediocre manager believes that most things are learnable and that most things are learnable and
therefore that the essence of therefore that the essence of management is to identify each management is to identify each
person’s weaker areas and eradicate person’s weaker areas and eradicate them. The great manager believes them. The great manager believes the opposite. the opposite. He believes that the He believes that the
most influential qualities of a person most influential qualities of a person are innate and therefore that the are innate and therefore that the
essence of management is to deploy essence of management is to deploy these innate qualities as effectively these innate qualities as effectively
as possible and so drive as possible and so drive performance.”performance.” —Marcus Buckingham, —Marcus Buckingham, The One The One
Thing You Need to KnowThing You Need to Know
2929.. Talent Talent = Brand.= Brand.
Our Mission
To develop and manage To develop and manage talent;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
Brand Brand = =
Talent.Talent.
3030.. excellence. excellence.
The greatest dangerThe greatest dangerfor most of usfor most of us
is not that our aim isis not that our aim istoo hightoo high
and we miss it,and we miss it,but that it isbut that it is
too lowtoo lowand we reach it.and we reach it.
Michelangelo