theworks c1 execution 2016

7/25/2019 TheWorks C1 Execution 2016

http://slidepdf.com/reader/full/theworks-c1-execution-2016 1/142

om Peters’

om Peters’

EXCELLENCE

XCELLENCE!!

“

HE WORKS”

HE WORKS”

A Half-Century’s Reflet!ons"#$%%-&'#% Half-Century’s Reflet!ons"#$%%-&'#%

C(a)ter

(a)ter

ONE

NE

*

EXEC+ ,ONXEC+ ,ON ,SS S RA E.S RA E.

'# /anuary &'#%

# /anuary &'#%

0#'1 years of )resentat!on sl!2es at

#'1 years of )resentat!on sl!2es at

tom)eters3om

om)eters3om

4



Contents"“ (e Wor5s”"#$%%-&'#%"EXCELLENCE

ontents"“ (e Wor5s”"#$%%-&'#%"EXCELLENCE!!

C(a)ter

(a)ter

ONE

NE

* E6eut!on" (e “All-,m)ortant Last $78”

E6eut!on" (e “All-,m)ortant Last $78”

C(a)ter

(a)ter

WO

WO

* EXCELLENCE 0Or W(y 9ot(er at All:4

EXCELLENCE 0Or W(y 9ot(er at All:4

C(a)ter

(a)ter

HREE

HREE

* (e “Strate;y <!rst” =yt(

(e “Strate;y <!rst” =yt(

C(a)ter

(a)ter

<O+R

O+R

* 0REALL.4 <!rst (!n;s 9efore <!rst (!n;s

0REALL.4 <!rst (!n;s 9efore <!rst (!n;s

C(a)ter

(a)ter

<,>E

,>E

* ?@ 9<Os"9l!n2!n; <las(es of t(e OB!ous

?@ 9<Os"9l!n2!n; <las(es of t(e OB!ous

C(a)ter

(a)ter

S,X

,X

* Putt!n; Peo)le 0REALL.4 <!rst

Putt!n; Peo)le 0REALL.4 <!rst

C(a)ter

(a)ter

SE>EN

E>EN

* e( sunam!"SoftDare ,s Eat!n; t(e Worl211

e( sunam!"SoftDare ,s Eat!n; t(e Worl211

C(a)ter

(a)ter

E,H

,H

* Peo)le <!rst"A =oral ,m)erat!Be C!ra &'#%

Peo)le <!rst"A =oral ,m)erat!Be C!ra &'#%

C(a)ter

(a)ter

N,NE

,NE

* !ants St!n5"A;e of S=Es"9e (e 9est

!ants St!n5"A;e of S=Es"9e (e 9est

,t’s t(e Only =ar5et (at’s Not CroD2e2t’s t(e Only =ar5et (at’s Not CroD2e2

C(a)ter

(a)ter

EN

EN

* ,nnoBate Or F!e"W3 3 3=3S3W3"

,nnoBate Or F!e"W3 3 3=3S3W3"

W(oeBer r!es (e =ost Stuff W!ns11

(oeBer r!es (e =ost Stuff W!ns11

C(a)ter

(a)ter

ELE>EN

LE>EN

* N!ne >alue-a22e2 Strate;!es

N!ne >alue-a22e2 Strate;!es

C(a)ter

(a)ter

WEL>E

WEL>E

* >alue A22e2"#

>alue A22e2"#

S

Amon; EGuals"FES,N

Amon; EGuals"FES,N

=,NFEFNESS

,NFEFNESS

C(a)ter

(a)ter

H,R EEN

H,R EEN

* (e “PS<”"Profess!onal SerB!e <!rm “=o2el”

(e “PS<”"Profess!onal SerB!e <!rm “=o2el”

as E6em)lar"“Cure All”s E6em)lar"“Cure All”

C(a)ter

(a)ter

<O+R EEN

O+R EEN

* .ou"=e" (e “A;e of 9RANF .O+’"=e ,n3’”

.ou"=e" (e “A;e of 9RANF .O+’"=e ,n3’”

C(a)ter

(a)ter

<,< EEN

,< EEN

* Women Are =ar5et I# <or EBeryt(!n;"

Women Are =ar5et I# <or EBeryt(!n;"

Women Are t(e =ost Effet!Be Lea2ers

omen Are t(e =ost Effet!Be Lea2ers

C(a)ter

(a)ter

S,X EEN

,X EEN

* Lea2ers(!)"@% Satters(ot at!s

Lea2ers(!)"@% Satters(ot at!s

C(a)ter

(a)ter

SE>EN EEN

E>EN EEN

* ABo!2 =o2erat!on"Pursue

ABo!2 =o2erat!on"Pursue

“ “,nsanely reat”"/ust Say “NO” to Normalnsanely reat”"/ust Say “NO” to Normal

A))en2!6*

))en2!6*

L!rary of 9est Juotes

L!rary of 9est Juotes



S A E=EN O< P+RPOSE

A E=EN O< P+RPOSE

(!s!ra /anuary &'#%!s my est s(ot3 ,t too5 7' years to Dr!te 0<rom(!s!ra /anuary &'#%!s my est s(ot3 ,t too5 7' years to Dr!te 0<rom

#$%% >!etnam +3S3 NaBy ens!;n omat en;!neer"NaBy Seaeesmy #st

$%% >!etnam +3S3 NaBy ens!;n omat en;!neer"NaBy Seaeesmy #st

“mana;ement” oto to2ay &'#%34 ,t !s M

mana;ement” oto to2ay &'#%34 ,t !s M

“ HE WORKS3”

HE WORKS3”

HE WORKS !s

HE WORKS !s

)resente2 !n PoDerPo!nt formatut !t !nlu2es 7''''11 Dor2s of annotat!on

resente2 !n PoDerPo!nt formatut !t !nlu2es 7''''11 Dor2s of annotat!on

t(e eGu!Balent of a &7'-)a;e oo53

(e eGu!Balent of a &7'-)a;e oo53

(e t!mes are nuttyan2 ;ett!n; nutt!er at an e6)onent!al )ae3 , (aBe ta5en

(e t!mes are nuttyan2 ;ett!n; nutt!er at an e6)onent!al )ae3 , (aBe ta5en

!nto aount as est , an 0t(ere really are no “e6)erts”4 t(e urrent onte6t3

nto aount as est , an 0t(ere really are no “e6)erts”4 t(e urrent onte6t3

9ut , (aBe ;!Ben eGual attent!on to more or less eternal 0!3e3 (uman4 Ber!t!esut , (aBe ;!Ben eGual attent!on to more or less eternal 0!3e3 (uman4 Ber!t!es

t(at D!ll ont!nue to 2r!Be or;an!at!onal )erformane an2 a Guest for

(at D!ll ont!nue to 2r!Be or;an!at!onal )erformane an2 a Guest for

EXCELLENCE for t(e ne6t seBeral yearsan2 )er(a)s eyon23 0=aye t(!s

XCELLENCE for t(e ne6t seBeral yearsan2 )er(a)s eyon23 0=aye t(!s

!furat!on results from my o22 a2ult l!fe !rumstanes* ?' years !n S!l!on

!furat!on results from my o22 a2ult l!fe !rumstanes* ?' years !n S!l!on

>alley &' years !n >ermont34

alley &' years !n >ermont34

Enoy3

noy3

Steal3

teal3

P-L-E-A-S-E try somet(!n; etter yet seBeral somet(!n;s3 -L-E-A-S-E try somet(!n; etter yet seBeral somet(!n;s3

=a5e no m!sta5e M

=a5e no m!sta5e M

H,S

H,S

,S

S

A #

-CHAP ER

HAP ER

9OOK

OOK

M D(!( (a))ens to e !n

M D(!( (a))ens to e !n

PoDerPo!nt formatQ , !nB!te you to o!n me !n t(!s unf!n!s(e2(alf entury to 2ateourney3

oDerPo!nt formatQ , !nB!te you to o!n me !n t(!s unf!n!s(e2(alf entury to 2ateourney3

=y “L!fe =antra I#”* W =SW"W(oeBer r!es (e =ost Stuff W!ns3

=y “L!fe =antra I#”* W =SW"W(oeBer r!es (e =ost Stuff W!ns3

, am Gu!te ta5en y N3N3 ale’s term “ant!fra;!le” 0!t’s t(e t!tle of (!s

, am Gu!te ta5en y N3N3 ale’s term “ant!fra;!le” 0!t’s t(e t!tle of (!s

most reent oo543 (e )o!nt !s not “res!l!ene” !n t(e fae of (an;eQ

most reent oo543 (e )o!nt !s not “res!l!ene” !n t(e fae of (an;eQ

t(at’s reat!Be3 ,nstea2 t(e !2ea !s )roat!Bel!terally “;ett!n; off” on t(e ma2ness )er seQ

(at’s reat!Be3 ,nstea2 t(e !2ea !s )roat!Bel!terally “;ett!n; off” on t(e ma2ness )er seQ

)er(a)s , someD(at ant!!)ate2 t(!s D!t( my #$ oo5er(a)s , someD(at ant!!)ate2 t(!s D!t( my #$ oo5

(r!B!n; on C(ao s(r!B!n; on C (aos

3

Re “neD stuff” t(!s )resentat!on (as enef!te2 !mmensely from So!al =e2!ae3;3 ,

Re “neD stuff” t(!s )resentat!on (as enef!te2 !mmensely from So!al =e2!ae3;3 ,

(aBe learne2 a ;reat 2eal from my #&7K1 tD!tter folloDersQ t(at !s some frat!on of t(!s

aBe learne2 a ;reat 2eal from my #&7K1 tD!tter folloDersQ t(at !s some frat!on of t(!s



E)!;ra)(s

)!;ra)(s

“9us!ness (as to ;!Be )eo)le enr!(!n; reDar2!n; l !Bes M

us!ness (as to ;!Be )eo)le enr!(!n; reDar2!n; l !Bes M

or !t s s!m)ly not D ort( 2o!n;3”

r !t s s!m)ly not D ort( 2o!n;3”

R!(ar2 9ranson

R!(ar2 9ranson

“.our ustomers D!ll neBer e any (a))!er

our ustomers D !ll neBer e any (a) )!er

t(an your em )loyees3”(an your em )loyees3”

/o(n F!/ul!us/o(n F!/ul!us

“We (aBe a strate ;! )lan3 ,t’s alle2 2o!n; t(!n;s3’ ”

e (aBe a strate;! )lan 3 ,t’s alle2 2o!n; t(!n;s 3’ ”

Her Kelle(er

Her Kelle(er

“.ou m!ss #''8 of t(e s(ots you neBer ta5e3”

ou m!ss #''8 of t(e s(ots you neBer ta5e3”

Wayne

Wayne

ret5y

ret5y

“Rea2y3 <!re3 A!m 3”

ea2y3 <!re3 A!m 3”

Ross Perot

Ross Perot

“E6eut!on

6eut!on

!s

s

strate;y3”

strate;y3”

<re2 =ale5

<re2 =ale5

“ABo!2 mo2era t!on3”

Bo!2 mo 2erat!on3”

KeB!n Roerts

KeB!n Roerts

“, ’m not omfortale unless , ’m unomfortale3”

’m not omfortale unless , ’m unomfortale3”

/ay C(!at

/ay C(!at

“,t ta5es &' years to u!l2 a re)utat!on an2 f !Be m!nutes to ru !n !t 3”

t ta5es &' years to u!l2 a re)utat!on an2 f !Be m!nutes to ru!n !t 3”

/o(n F!/ul!us on so!al me2!ao(n F!/ul!us on so!al me2!a

“Courtes!es of a small an2 tr!B!al (arater are t(e ones D(!(

ourtes!es of a sma ll an2 tr!B!al (arater are t(e ones D( !(

str!5e 2ee)est !n t(e ;rateful an2 a))re!at!n; (eart3”

tr!5e 2ee)est !n t(e ;rateful an2 a))re!at!n; (eart3”

Henry Clay

Henry Clay

“.ou 5noD a 2es!;n !s ool D(e n you Dant to l !5 !t 3”

ou 5noD a 2es!;n !s ool D( en you Dant to l !5 !t 3”

SteBe /os

SteBe /os

“ (!s D!ll e t(e Dom en’s entury3”

(!s D !ll e t(e Dom en’s entury3”

F!lma Rousseff

F!lma Rousseff

“9e t(e est3 ,t ’s t(e only m ar5et t(at’s not roD2e23”e t(e est3 ,t ’s t(e only mar5et t(at’s not roD2e23”

eor;e W(al!neor;e W(al!n



NEW WORLF ORFER

EW WORLF ORFER

:

!!

'#'"&'##*

#'"&'##*

A))le T E66on

))le T E66on

'&@"&'#7*

&@"&'#7*

Amaon T Walmartmaon T Walmart

=ar5et a)!tal!at!onQ A))le eame

=ar5et a)!tal!at!onQ A))le eame

I#

#

!n t(e Dorl23

!n t(e Dorl23

=ar5et a)!tal!at!onQ Walmart !s a “<ortune

=ar5et a)!tal!at!onQ Walmart !s a “<ortune

#” om)any

om)any

t(e ! est !n t(e Dorl2 sales3

(e ! est !n t(e Dorl2 sales3



P(eD3

(eD3



Contents"“ (e Wor5s”"#$%%-&'#%"EXCELLENCE

ontents"“ (e Wor5s”"#$%%-&'#%"EXCELLENCE!!

C(a)ter

(a)ter

ONE

NE

* E6eut!on" (e

E6eut!on" (e

“All-,m)ortant Last $78”

“All-,m)ortant Last $78”

C(a)ter

(a)ter

WO

WO

* EXCELLENCE 0Or W(y 9ot(er at All:4

EXCELLENCE 0Or W(y 9ot(er at All:4

C(a)ter

(a)ter

HREE

HREE

* (e “Strate;y <!rst” =yt(

(e “Strate;y <!rst” =yt(

C(a)ter

(a)ter

<O+R

O+R

* 0REALL.4 <!rst (!n;s 9efore <!rst (!n;s

0REALL.4 <!rst (!n;s 9efore <!rst (!n;s

C(a)ter

(a)ter

<,>E

,>E

* ?@ 9<Os"9l!n2!n; <las(es of t(e OB!ous

?@ 9<Os"9l!n2!n; <las(es of t(e OB!ous

C(a)ter

(a)ter

S,X

,X

* Putt!n; Peo)le 0REALL.4 <!rst

Putt!n; Peo)le 0REALL.4 <!rst

C(a)ter

(a)ter

SE>EN

E>EN

* e( sunam!"SoftDare ,s Eat!n; t(e Worl211

e( sunam!"SoftDare ,s Eat!n; t(e Worl211

C(a)ter

(a)ter

E,H

,H

* Peo)le <!rst"A =oral ,m)erat!Be C!ra &'#%

Peo)le <!rst"A =oral ,m)erat!Be C!ra &'#%

C(a)ter

(a)ter

N,NE

,NE

* !ants St!n5"A;e of S=Es"9e (e 9est

!ants St!n5"A;e of S=Es"9e (e 9est

,t’s t(e Only =ar5et (at’s Not CroD2e2t’s t(e Only =ar5et (at’s Not CroD2e2

C(a)ter

(a)ter

EN

EN

* ,nnoBate Or F!e"W3 3 3=3S3W3"

,nnoBate Or F!e"W3 3 3=3S3W3"

W(oeBer r!es (e =ost Stuff W!ns11

(oeBer r!es (e =ost Stuff W!ns11

C(a)ter

(a)ter

ELE>EN

LE>EN

* N!ne >alue-a22e2 Strate;!es

N!ne >alue-a22e2 Strate;!es

C(a)ter

(a)ter

WEL>E

WEL>E

* >alue A22e2"#

>alue A22e2"#

S

Amon; EGuals"FES,N

Amon; EGuals"FES,N

=,NFEFNESS

,NFEFNESS

C(a)ter

(a)ter

H,R EEN

H,R EEN

* (e “PS<”"Profess!onal SerB!e <!rm “=o2el”

(e “PS<”"Profess!onal SerB!e <!rm “=o2el”

as E6em)lar"“Cure All”s E6em)lar"“Cure All”

C(a)ter

(a)ter

<O+R EEN

O+R EEN

* .ou"=e" (e “A;e of 9RANF .O+’"=e ,n3’”

.ou"=e" (e “A;e of 9RANF .O+’"=e ,n3’”

C(a)ter

(a)ter

<,< EEN

,< EEN

* Women Are =ar5et I# <or EBeryt(!n;"

Women Are =ar5et I# <or EBeryt(!n;"

Women Are t(e =ost Effet!Be Lea2ers

omen Are t(e =ost Effet!Be Lea2ers

C(a)ter

(a)ter

S,X EEN

,X EEN

* Lea2ers(!)"@% Satters(ot at!s

Lea2ers(!)"@% Satters(ot at!s

C(a)ter

(a)ter

SE>EN EEN

E>EN EEN

* ABo!2 =o2erat!on"Pursue

ABo!2 =o2erat!on"Pursue

“ “,nsanely reat”"/ust Say “NO” to Normalnsanely reat”"/ust Say “NO” to Normal

A))en2!6* L!rary of 9est Juotes

))en2!6* L!rary of 9est Juotes



C(a)ter(a)ter ONENE

<,RS H,NS <,RS *

,RS H,NS <,RS *

EXEC+ ,ONXEC+ ,ON ,SS

S RA E. RA E.!!



So D(at omes f!rst:

o D(at omes f!rst:

Peo)le:

eo)le:

0,’Be een say!n; t(at for ?7 years34,’Be een say!n; t(at for ?7 years34

A “!as for at!on”:

“!as for at!on”:

I# !n

# !n

,n Sear( of E6ellene

n Sear( of E6ellene

3

9ut at t(e en2 of t(e 2ay ome (ell ANFut at t(e en2 of t(e 2ay ome (ell ANF

(!;( Dater M you;otta;et!t2one3

!;( Dater M you;otta;et!t2one3

W(!( !s to say M

(!( !s to say M

E6eut!on

6eut!on

!s D(ere De s(oul2"=+S

!s D(ere De s(oul2"=+S

e;!n3

e;!n3

Conra2 H!lton D!ll ;!Be us a (an2 M

onra2 H!lton D!ll ;!Be us a (an2 M



#3#

3#

REALL.EALL. <,RS<,RS

H,NS 9E<ORE

H,NS 9E<ORE

<,RS H,NS*,RS H,NS*

Conra2’s

onra2’s

Comman2ment Momman2ment M



CONRAF

ONRAF

H,L ON

,L ON

at a ;ala elerat!n;

at a ;a la elerat!n;

(!s areer Das alle2 to t(e )o2!um an2

(!s areer Das alle2 to t(e )o2 !um an2

as5e2

s5e2

“W (at Dere t(e

m ost !m )ortant

lessons you learn e2

!n your lon; an2

2!st!n;u!s(e2

areer:”

H!s ansDer M

!s ansDer M



“

Rememerememer

to tu5 t(e

o tu5 t(e

s(oDer urta!n

(oDer urta!n

!ns!2e t(ens!2e t(e

at(tu

at(tu

3”

”



.ou ;et ’em

ou ;et ’em

!n

n

t(e 2oor

t(e 2oor

D!t( “loat!on loat!on!t( “loat!on loat!on

loat!on”an2

oat!on”an2

;or;eous a))o!ntments3

or;eous a))o!ntments3

.ou 5ee)

ou 5ee)

’em

’em

om!n

om!n

; a5

a5

D!t( t(e tu5e2 !n!t( t(e tu5e2 !n

s(oDer urta!n3

(oDer urta!n3

Prof!t rarely"neBer omes from transat!on I#QProf!t rarely"neBer omes from transat!on I#Q



(!s H!lton-!sm earns )r!2e of )lae3 ,n t(e (otel

(!s H!lton-!sm earns )r!2e of )lae3 ,n t(e (otel

us!ness “loat!on loat!on loat!on” 0an2 a ;reatus!ness “loat!on loat!on loat!on” 0an2 a ;reat

ar(!tet4 matter t(ey ent!e me t(rou;( t(e 2oor

r(!tet4 matter t(ey ent!e me t(rou;( t(e 2oor

ut !t ’s t(e tu5e2 !n s(oDer urta!n t(at r!n;s

ut !t ’s t(e tu5e2 !n s(oDer urta!n t(at r!n;s

me a5 an2 !n2ues me to reomm en2 your

e a5 an2 !n2ues m e to reomm en2 your

(ome-aDay-from-(ome to my fr !en2s3

ome-aDay-from-(ome to my fr !en2s3

An2 as us!ness)eo)le 5noD so Dell you ty)!ally

n2 as us!ness)eo)le 5noD so Dell you ty)!ally

lose money on t(e #

ose money on t(e #

st

t

transat!on an2 roll !n t(e UU

transat!on an2 roll !n t(e UU

U on I# I#$ I&' M an2 B!a t(at B!tal Dor2 of

on I# I#$ I&' M an2 B!a t(at B!tal Dor2 of

mout(3

out(3

0An2 D(at (ol2s for (otels (ol2s DellAn2 D(at (ol2s for (otels (ol2s Dell

un!Bersally34

n!Bersally34

0An2 of ourse lots more later M e3;3

An2 of ourse lots more later M e3;3

t(!s

(!s

eleBates enormousl

leBates enormousl

y t(e attent!on loBe an2 a re

t(e attent!on loBe an2 a re

De s(oul2

e s(oul2

s(oDer u

s(oDer u

)on our a2re of s(oD er

n our a2re of s(oDer

-

urta!n

urta!n

-tu5ers

u5ers !! 4



#3&

3&

EXEC+ ,ON

EXEC+ ,ON

,SS S RA E.S RA E.

0AN OFE O “ HE LAS

AN OFE O “ HE LAS

$78”4

78”4



<re2 a Bery suessful entre)reneur alsore2 a Bery suessful entre)reneur also

omm!tte2 to )ul! serB!e Das my oss

omm!tte2 to )ul! serB!e Das my oss

at t(e W(!te House"O=9 !n #$?-@3 He

t t(e W(!te House"O=9 !n #$?-@3 He

Das an e6eut!on “nut”an2 )asse2 (!s

as an e6eut!on “nut”an2 )asse2 (!s

f!ery )ass!on alon; to me an2 many!ery )ass!on alon; to me an2 many

ot(ers3

t(ers3



“,n real l!fe

n real l!fe

strate;ytrate;y

!s atually Bery

!s atually Bery

stra!;(tforDar23tra!;(tforDar23

P!5

!5

a ;eneral 2!ret!ona ;eneral 2!ret!on

M an2

n2

!m

m

)lement

ement

/a5 Wel(/a5 Wel(



We t(!n5 of Wel( an2 strate;y ase t(!n5 of Wel( an2 strate;y as

synonymous3 <at !s (!s ;reatest

ynonymous3 <at !s (!s ;reatest

aom)l!s(ment from t(e start of (!s

om)l!s(ment from t(e start of (!s

tenure as CEO Das to s(a5e off E’s

enure as CEO Das to s(a5e off E’s

let(ar;y an2 fous laserl!5e on M

et(ar;y an2 fous laserl!5e on M

EXEC+ ,ON

XEC+ ,ON

3



“ (e art of Dar 2oes not

(e art of Dar 2oes not

reGu !re om )l!ate2eGu !re om )l!ate2

maneuBersQ t(e s!m )lest are

aneuBersQ t(e s!m)lest are

t(e est an2 om m on sense

(e est an2 omm on sense

!s fun2am ental3 <rom D (!(s fun2am ental3 <rom D (!(

one m !;(t Don2er (oD !t !s

ne m !;(t Don2er (oD !t !s

;enerals ma5e lun2ersQ

enera ls ma5e lun2ersQ

!t

t

!s eause t(e

s eause t(e

y tr

tr

y

to e leBer

o e leBer

3”

”

Na)oleon

Na)oleon



Suessful e6eut!on:uessful e6eut!on:

KEEP , S,=PLE

EEP , S,=PLE

0<rom Na)oleon to Costo34

<rom Na)oleon to Costo34



“COS CO <,+REF O+

OS CO <,+REF O+

HE

HE

9,,

S,=PLE,=PLE

H,NSH,NS

ANF

NF

EXEC+ EF

XEC+ EF

W, H O AL, H O AL

<ANA ,C,S=

ANA ,C,S=

3”

”

C(arles =un;er 9er5s(!re Hat(aDayC(arles =un;er 9er5s(!re Hat(aDay



As so many (aBe sa!2 efore M t(ere’s

s so many (aBe sa!2 efore M t(ere’s

not(!n; more 2!ff!ult t(an 5ee)!n; !t

ot(!n; more 2!ff!ult t(an 5ee)!n; !t

s!m)le3 ,t reGu!res onstant )roat!Be!m)le3 ,t reGu!res onstant )roat!Be

B!;!lane to 5ee) t(e fan;s of

!;!lane to 5ee) t(e fan;s of

om)le6!f!at!on from s!n5!n; !nto t(e

om)le6!f!at!on from s!n5!n; !nto t(e

Be!ns of t(e or;an!at!on3

e!ns of t(e or;an!at!on3

Anyo2y for a or)s of

nyo2y for a or)s of

“Kee) ,t S!m)le

Kee) ,t S!m)le

Co)s”

o)s”

D!t( “''” l!enses: 0No o5e34

D!t( “''” l!enses: 0No o5e34

0Rem!n2s me of a Warren 9uffett-!sm3

Rem!n2s me of a Warren 9uffett-!sm3

,f

f

you nee2 a om)uter (e sa!2 to analyeou nee2 a om )uter (e sa!2 to ana lye

a om )any’s num ers 2on’t !nBest

om )any’s num ers 2on’t !nBest

3 4

4



“

EXEC+ ,ON

XEC+ ,ON

,S HE

S HE

/O9

O9

O<

<

HEHE

9+S,NESS+S,NESS

LEAFER

EAFER

3”

”

Larry 9oss!2y

Larry 9oss!2y V Ram C(aran"E6eut!on* (e F!s!)l!ne of ett!n; (!n;s

Fone



“

E6eut!on !s

6eut!on !s

a

S.S E=A ,C.S E=A ,C

PROCESSROCESS

off

r!;orously 2!suss!n; (oDs an2

!;orously 2!suss!n; (oDs an2

D (ats tena!ously folloD!n;

(ats tena !ously folloD!n;

t(rou;( an2 ensur!n;(rou;( an2 ensur!n;

aounta!l!ty3”

ounta!l!ty3”

Larry 9oss!2y V Ram C(aran"

Larry 9oss!2y V Ram C(aran"

E6eut!on*

6eut!on*

(e(e F!s!!s! )l!ne!ne of ett!n; (!n;s Foneof ett!n; (!n;s Fone



Larry 9oss!2y former E >!e-(a!rman

arry 9oss!2y former E >!e-(a!rman

an2 t(en CEO of All!e2 may (aBe Dr!ttenn2 t(en CEO of All!e2 may (aBe Dr!tten

t(e #

(e #

st

t

oo5 D!t( t(e s!m)le t!tle M

oo5 D!t( t(e s!m)le t!tle M

EXEC+ ,ON

XEC+ ,ON

3

W (y #'''' oo5s on aount!n; or

(y #'''' oo5s on aount!n; or

mar5et!n; M an2 ONE on EXEC+ ,ON:

ar5et!n; M an2 ONE on EXEC+ ,ON:

o2 alone 5noDs3

o2 alone 5noDs3

, surely 2on’t3

surely 2on’t3

(e )o!nt of t(e sl!2e* “E6eut!on” !sn’t(e )o!nt of t(e sl!2e* “E6eut!on” !sn’t

“t(e ;runt Dor5” to e oBerseen y ot(ers

t(e ;runt Dor5” to e oBerseen y ot(ers

a “ulture of e6eut!on-aounta !l!ty”

“ulture of e6eut!on-aounta!l!ty”

starts at t(e t!))y to) an2 m ust e t(e

tarts at t(e t!))y to) an2 m ust e t(e

relentless B!s!le onern of t(e CEO an2elentless B!s!le onern of t(e CEO an2

( !s to l!eutenants3

!s to l!eutenants3



0#4#4 S+= O< PRO/EC S S+= O< PRO/EC S

OAL 0“>,S,ON”4

OAL 0“>,S,ON”4

0&4

&4

S+= O< =,LES ONES

S+= O< =,LES ONES

PRO/EC

PRO/EC

0?4?4 RAP,F RE>,EW 1RAP,F RE>,EW 1

R+ H- ELL,N

R+ H- ELL,N

ACCO+N A9,L, .

ACCO+N A9,L, .



(e “us!ness )lan” s(oul2 e )r!mar!ly

(e “us!ness )lan” s(oul2 e )r!mar!ly

2eBote2 not to strate;yut to e6eut!on3

eBote2 not to strate;yut to e6eut!on3

0Count t(e )a;es 2eBote2 to ea(34

Count t(e )a ;es 2eBote2 to ea(34

,f a

,f a

2!B!s!on oss )rom!ses #8 reBenue!B!s!on oss )rom!ses #8 reBenue

;roDt( !n &'#% M

roDt( !n &'#% M

)re!sely (oD 2oes s(e

re!sely (oD 2oes s(e

or (e )lan to ;et t(ere:

r (e )lan to ;et t(ere:

(ere neessar!ly M

(ere neessar!ly M

=+S 9E

+S 9E

M a set

M a set

of )roets D(!( D!ll ollet!Bely ma5e

f )roets D(!( D!ll ollet!Bely ma5e

0a22 u) to4 t(at lea) (a))enQ an2 t(ose

a22 u) to4 t(at lea) (a))enQ an2 t(ose

)roets !n turn ons!st of a ser!es of

roets !n turn ons!st of a ser!es of

m!lestones3

!lestones3

.es lots an2 lots D !ll (an;e alon; t(e

es lots an2 lots D !ll (an;e alon; t(e

Day ut at least De lea) !nto t(e lue

ay ut at least De lea) !nto t(e lue

D!t( som et(!n; t(at tall !es D !t( “t(e

!t( somet(!n; t(at tall!es D!t( “t(e

)rom!se”rom!se”



“

W (en assess!n; an2!2ates t(e

(en assess!n; an2!2ates t(e

f!rst t(!n; , loo5e2 for Das ener; y

!rst t(!n; , loo5e2 for Das ener;y

an2 ent(us!asm for e6eut!on3

n2 ent(us!asm for e6eut!on3

Foes s(e tal5 aout t(e

oes s(e tal5 aout t(e

t(r!ll of(r!ll of ;ett!ntt!n ; t(!nt(!n ;s

2one t(e ostales

one t(e ostales

oBerom e t(e role (er

Berom e t(e role (er

)eo

o

)le

e

)la

a

ye2

2

or 2oes s(e

5ee) Dan2er!n; a5 to strate;y or

)(!loso)(y:”

Larry 9oss!2y

Larry 9oss!2y

E6eut!on

6eut!on



“ (e )erson D(o !s a l !tt le less one)tual ut !s

asolutely 2eterm !ne2 to suee2 D !ll usually f !n2

t(e r !;(t )eo)le an2 ;et t(em to;et(er to a(!eBe

oet!Bes3 , ’m not 5no5!n; e2uat!on or loo5!n; for

2um )eo)le3

9+ ,< .O+ HA>E O

+ ,< .O+ HA>E O

CHOOSE 9E WEEN SO=EONE W, H A

HOOSE 9E WEEN SO=EONE W, H A

S AER ,N ,J ANF AN EL, E

AER ,N ,J ANF AN EL, E

EF+C A ,ON WH O’S L,F,N ALON

F+CA ,ON WH O’S L,F,N ALON

ANF SO= EONE W, H A LOWER ,J

NF SO= EONE W, H A LOWER ,J

9+ W HO ,S A9SO L+ EL.

+ W HO ,S A9SO L+ EL.

FE ER= ,NEF O S+CC EEF .O+’LLE ER= ,NEF O S+CC EEF .O+’LL

ALWA.S FO 9E ER W, H HE

LWA.S FO 9E ER W, H HE

SECONF PERSON

ECONF PERSON

3”

”

Larry 9oss!2y"

E6eut!on* (e F!s!)l!ne of ett!n; (!n;s Fone



E6eut!on starts D!t( M

6eut!on starts D!t( M

H,R,N

,R,N

3

Want an !nl!nat!on for relentlessant an !nl!nat!on for relentless

e6eut!on:

6eut!on:

Loo5 for !t3

oo5 for !t3

,t’ll (aBe een e6(!!te2 early

,t’ll (aBe een e6(!!te2 early

an2 oftenor not3

n2 oftenor not3

0, am totally sm !tten y ot( of t(e )r!or

, am totally sm!tten y ot( o f t(e )r!or

sl !2es3 PLEASE RE-REAF3 (!s 2uo !s

l !2es3 PLEASE RE-REA F3 (!s 2uo !s

o)erat!ona lQ you an a)) ly !t 2!retly

)erat!onalQ you an a))ly !t 2!retly

ASAP34

SAP34



“, saD t(at lea2ers )lae2 too

m u( em )(as!s on D(at some

all (!;(-leBel strate;y on

!ntelletual!!n; an2

)(!loso)(!!n; an2 not enou;(

on !m )lem entat!on3

Peo)le

Peo)le

Doul2 a; ree on a )roet or

oul2 a; ree on a ) roet or

!n!t!at!Be an2 t(en not(!n;

n!t!at!Be an2 t(en not(!n;

Doul2 om e of !t 3”

oul2 ome of !t 3”

Larry 9oss!2y V Ram

Larry 9oss!2y V Ram

C(aran

(aran

E6eut!on* (e F!s!)l!ne of e tt!n; (!n;s Fone

6eut!on* (e F!s!)l!ne of ett!n; (!n;s Fone



A Bar!at!on on t(e same t(eme3 W(at 2o

Bar!at!on on t(e same t(eme3 W(at 2o

)eo)le !n ;eneral tal5 aout"Dorry aout:

eo)le !n ;eneral tal5 aout"Dorry aout:

Cone)tual stuff:

one)tual stuff:

Fo!n’ stuff:o!n’ stuff:

0,t ’s u) to y

,t’s u) to y

ou

u

to s(!ft t(e 2!alo; toDar2

to s(!ft t(e 2!alo; toDar2

t(e 2o !n’3 ,t ta5es onstant-ons!ous

(e 2o!n’3 ,t ta5es onstant-ons!ous

attent!on34ttent!on34



“ (e (ea2 of one of t(e lar;e mana;em ent onsult!n;

(e (ea2 of one of t(e lar;e mana; emen t onsult!n;

f!rms as5s mem ers of a l!ent or;an!at!onY An2

!rms as 5s mem ers of a l!ent or;an!at!onY An2

D( at 2o you 2o t(at ust!f!es your e!n; on t(e )ayro ll:’

(at 2o you 2o t(at ust!f!es your e!n; on t(e ) ayroll:’

(e ; reat ma or!ty ansDer

(e ; reat ma or!ty ansDer

, run t(e ao unt!n

run t(e a ount!n

;

2e

e

)artment

rtment

’ or

or

, am !n (ar

am !n (ar

;e of t(e sales fore

of t(e sa les fore

’ M

M

Only a feD say

nly a feD say

,t’s m

t’s m

y

o to

to

;!Be our man a

Be our man a

;ers t(e

rs t(e

!nformat!on t(e

nformat!on t(e

y nee2 to m a5e t(e r !

nee2 to m a5e t(e r !

;(t 2 e!s!ons

t 2e!s!ons

’ or

or

,

am res

m res

)ons!le for f!n2!n

ns!le for f!n2!n

; out D( at

out D(at

)ro2uts t(e

o2uts t(e

ustomer D !ll Dant tomorroD

ustomer D !ll Dant tomorroD

3’ (e man D( o fouses

’ (e ma n D( o fouses

on efforts an2 stresses (!s 2oDnD ar2 aut(or!ty !s a

n efforts an2 stresses (!s 2oDnDar2 aut(or!ty !s a

suor2 !nate no matter (oD e6alte2 (!s ran5 o r t!tle3uor2 !nate no matter (oD e6alte2 (!s ran5 o r t!tle3

9ut t(e m an D (o fouses on

ut t(e m an D (o fouses on

ontr!ut!ons an2 D (o ta5es

ontr!ut!ons an2 D (o ta5es

res

es

)ons!!l!t

ns!!l!t

y for results no m atter

for results no m atter

(oDoD un!or !s !n t(e m ost l!teraln!or !s !n t(e m ost l!teral

sense of t(e

ense of t(e

)(rase to

rase to

)

mana

ana

;em ent3’ He (ol2s (!mself

ment3’ He (ol2s (!mself

res

es

)ons!le for t(e

ns!le for t(e

)erform ane of

rform ane of

t(e D(ole(e D (ole 3””

——Peter Fru5er

eter Fru5er



,t’s not t(e )os!t!on you (ol2Q !t’s t(e

t’s not t(e )os!t!on you (ol2Q !t’s t(e

Dor5

or5

you 2o

ou 2o

an2 t(e

an2 t(e

serB !e you ren2er

erB !e you ren2er

t(at

t(at

mattersan2 your D!ll!n;ness-ea;erness

attersan2 your D!ll!n;ness-ea;erness

to e (el2 aountale for you efforts3

o e (el2 aountale for you efforts3

(!s !s an e6traor2!nary

(!s !s an e6traor2!nary

0

PRO<O+NF

RO<O+NF

4 statem ent y Peter

statement y Peter

Fru 5er3 ,t s(oul2 e stu2!e2 arefully an2

ru5er3 ,t s(oul2 e stu2!e2 arefully an2

!ts !m)l!at!ons e6am !ne23

ts !m )l!at!ons e6am !ne23



OserBe2 losely* (e use of

serBe2 losely* (e use of

“,”,”

or

r

“We”

We”

2ur!n;ur!n;

a

o !nterB!eD3

o !nterB!eD3



A Bar!at!on on t(e t(eme* Su( a

Bar!at!on on t(e t(eme* Su( a

“s!m)le” !2eaount!n; t(e “,’s” an2s!m)le” !2eaount!n; t(e “,’s” an2

“We-s” !n a (!r!n; !nterB!eD3 9ut (oD

We-s” !n a (!r!n; !nterB!eD3 9ut (oD

e6traor2!nar!ly !m)ortant3 (e

6traor2!nar!ly !m)ortant3 (e

)rat!t!oner !n t(!s !nstane =ayo

rat!t!oner !n t(!s !nstane =ayo

Cl!n! (as 2!fferent!ate2 !tself !n

l!n! (as 2!fferent!ate2 !tself !n

;eneral an2 !n me2!!ne !n )art!ular

eneral an2 !n me2!!ne !n )art!ular

from t(e (er2 D!t( !ts entury ol2

rom t(e (er2 D!t( !ts entury ol2

a!2!n; em)(as!s on “team me2!!ne3”

!2!n; em)(as!s on “team me2!!ne3”

0<.,3#* (!s ,"We “metr!” !nlu2es !nterB!eDs of<.,3#* (!s ,"We “metr!” !nlu2es !nterB!eDs of

)rom!nent =3F3s see5!n; a )os!t!on at =ayo34

rom!nent =3F3s see5!n; a )os!t!on at =ayo34

0<.,3&* <or a Don2erful an2 enl!;(ten!n; analys!s

<.,3&* <or a Don2erful an2 enl!;(ten!n; analys!s

t(ereof , ur;e you!n t(e stron;est )oss!le Dor2s

(ereof , ur;e you!n t(e stron;est )oss!le Dor2s

to rea2

o rea2

Leonar2 9erry V Kent Seltman’s (a)ter % “H!r!n;eonar2 9erry V Kent Seltman’s (a)ter % “H!r!n;

for >alues ” !n

or >alues ” !n

= ana em ent Lessons <rom =a o

ana em ent Lessons <ro m = a o



Foes"D !ll t(e ne6t

oes"D!ll t(e ne6t

)resentat!on you ;!Be"resentat!on you ; !Be"

reB!eD allot

eB!eD allot

more

ore

t!me

!m e

to t(e )roess"

to t(e )roess"

2eta!ls")ol!t!s of

eta !ls")ol!t!s of

“!m )lem ent!n;” t(an!m )lem ent!n;” t(an

to t(e “analys!s of t(e

to t(e “analys!s of t(e

)rolem"o))ortun!ty”:

rolem"o))ortun!ty”:



Wor5 on t(!s3

or5 on t(!s3

0=easure !t:4

=easure !t:4



S)orts*

)orts*

.O+ 9EA

O+ 9EA

.O+RSEL<

O+RSEL<



“WE HA>EE HA>E

=E HEE HE

ENE=. ANF

NE=. ANF

HE ,S +S3”E ,S +S3”

Walt Kelly"“Po;o”

Walt Kelly"“Po;o”



“ (e sore(e sore

ta5es are

a5es are

of !tself

f !tself

!f t(e )re) !s

!f t(e )re) !s

)eerlessY

eerlessY

3

”

9!ll Wals( N<L Hall of <ame oa( oo5 t!tle

!ll Wals( N<L Hall of <ame oa( oo5 t!tle



San <ran!so @$ers Hall of <ame Nat!onal <ootall

an <ran!so @$ers Hall of <ame Nat!onal <ootall

Lea;ue Coa( 9!ll Wals( e;an (!s e)! turnaroun2

ea;ue Coa( 9!ll Wals( e;an (!s e)! turnaroun2

of a troule2 fran(!se y fous!n; not on ;ran2

f a troule2 fran(!se y fous!n; not on ;ran2

strate;yut on t(e 2eta!ls of D(at !t means to e

trate;yut on t(e 2eta!ls of D(at !t means to e

an2 e(aBe l!5e a “)rofess!onal” )er se3

n2 e(aBe l!5e a “)rofess!onal” )er se3

Wals(’s )rat!es Dere or(estrate2 more t!;(tly

als(’s )rat!es Dere or(estrate2 more t!;(tly

t(an a mus!al sore3 No 2eta!ls of )re)arat!on(an a mus!al sore3 No 2eta!ls of )re)arat!on

Dere left to (ane3 H!s last oo5 efore (e

ere left to (ane3 H!s last oo5 efore (e

)asse2 aDay Das t!tle2

asse2 aDay Das t!tle2

(e Sore a5es Care of

(e Sore a5es Care of

,tself

tself

3

(at !s !f t(e )re)arat!on !s mat(less an2 t(e

(at !s !f t(e )re)arat!on !s mat(less an2 t(e

att!tu2e of )rofess!onal!sm )re2om !nates M t(en

tt!tu2e of )rofess!onal!sm )re2om !nates M t(en

t(e “)o!nts for” m !nus “)o!nts a;a!nst” D !ll m ore or

(e “)o!nts for” m !nus “)o!nts a;a!nst” D!l l more or

less automat!ally “ta5e are of !tself” far m ore

ess autom at!ally “ta5e are of !tself” far m ore

often t(an not3

ften t(an not3



“, 2on’t t(!n5 , Das2on’t t(!n5 , Das

a f!ne ;am e oa(3

f!ne ;am e oa(3

, t(!n5t(!n5 , Das a Das a

;oo2

o2

)rat!e

at!e

oa(oa( 3””

/o(n Woo2en

/o(n Woo2en

Relate2* C(e5 out Fou; LemoB et al3’s

Relate2* C(e5 out Fou; LemoB et al3’s

WONFER<+L oo5ONFER<+L oo5

Prat!e Perfetrat!e Perfet



EXEC+ ,ON*

XEC+ ,ON*

9est )re) D!ns

est )re) D!ns

0Soure* =any Doul2 say Woo2en Das t(eSoure* =any Doul2 say Woo2en Das t(e

est olle;e s)orts oa( M any

est olle;e s)orts oa( M any

s)ort"eBer34

)ort"eBer34



W(en (e “Enemy”

(en (e “Enemy”

Really

eally

W!ns

W!ns

“Lose .our Nemes!s”*

ose .our Nemes!s”*

“Osess!n

sess!n

; aout

aout

your om

ur om

)et!tors

t!tors

tr

r

y!n

n

; to m at( or est t(e!r offer!n

to m at( or est t(e!r offer!n

;s s

s

)en2!n

n2!n

; t !me ea(

t!me ea(

2aa y D ant!nDant!n; to 5noD D (at t(eto 5noD D (at t(e y are 2o!nare 2o!n ; an2"or measur!n an2"or m easur!n;

your om

ur om

)an

n

y a

a

;a!nst t(em

!nst t(em

t(ese at!B!t!es (aBe no

(ese a t!B!t!es (aBe no

;reat

eat

or D!nn!n

r D!nn!n

; outome

outome

3

,nstea2 you are s!m)ly )ro(!!t!n; your

,nstea2 you are s!m)ly )ro(!!t!n; your

om)any from f!n2!n; !ts oDn Day to e truly mean!n;ful to

om)any from f!n2!n; !ts oDn Day to e truly mean!n;ful to

!ts l!ents staff an2 )ros)ets3 .ou lo5 your om)any

ts l!ents staff an2 )ros)ets3 .ou lo5 your om)any

from f!n2!n; !ts oDn !2ent!ty an2 en;a;!n; D!t( t(e )eo)le

rom f!n2!n; !ts oDn !2ent!ty an2 en;a;!n; D!t( t(e )eo)le

D(o )ay t(e !lls3 M .our om)et!tors (aBe neBer )a!2 your(o )ay t(e !lls3 M .our om)et!tors (aBe neBer )a!2 your

!lls an2 t(ey neBer D!ll3”

!lls an2 t(ey neBer D!ll3”

HoDar2 =ann

HoDar2 =ann

.our 9 us!ness 9 r!5yar2*

our 9us!ness 9 r!5yar2*

ett!n; 9a5 to t(e 9as!s to = a5e .our 9us!ness = ore <un to Run

ett!n; 9a5 to t(e 9as!s to = a5e .our 9us!ness = ore <un to Run

=r =ann also Guotes =!5e =Cue former >P" e(nolo;y at Netsa)e*

r =ann also Guotes =!5e =Cue former >P" e(nolo;y at Netsa)e*

“At

“At

Netsa)e t(e om)et!t!on D!t( =!rosoft Das so seBere

etsa)e t(e om)et!t!on D!t( =!rosoft Das so seBere

De’2 Da5e u) !n t(e morn!n; t(!n5!n; aout (oD De Deree’2 Da5e u) !n t(e morn!n; t(!n5!n; aout (oD De Dere

;o!n; to 2eal D!t( t(em !nstea2 of (oD De Doul2 u!l2

o!n; to 2eal D!t( t(em !nstea2 of (oD De Doul2 u!l2

somet(!n; ;reat for our ustomers3

omet(!n; ;reat for our ustomers3

W (at , real!e noD !s

(at , real!e noD !s

t(at

(at

you an neBer eBer ta5e

u an neBer eBer ta5e

your e

ur e

ye off t(e ustom er3

off t(e ustom er3

EBen !n t(e fae of m ass!Be om

Ben !n t(e fae of mass!Be om

)et!t!on 2on’t t(!n5 ao ut

t!t!on 2on’t t(!n5 ao ut

t(e om

(e om

)et!t!on3 L!terall

t!t!on3 L!terall

y 2on’t t(!n5 ao ut t(em

2on’t t(!n5 ao ut t(em

3”

”



“W (at , rea l!e noD !s t(at

(at , rea l!e noD !s t(at

you an neBer eBer ta5e your

ou an neBer eBer ta5e your

eye off t(e ustom er3 EBen !n

ye off t(e ustom er3 EBen !n

t(e fae of m ass!Be

(e fae of mass!Be

om )et!t!on 2on’t t(!n5

om )et!t!on 2on’t t(!n5

aout t(e om )et!t !on3

out t(e om )et!t !on3

L!terall!terall y 2on’t t(!n52on’t t(!n5

aout t(em

out t(em

3”

”

=!5e =Cue former

=!5e =Cue former

>P" e(nolo;y at Netsa)e

P" e(nolo;y at Netsa)e



,n fat osess!n; on t(e “enemy” an e a 5!ller

n fat osess!n; on t(e “enemy” an e a 5!ller

2!strat!on

!strat!on

0

>ER.

ER.

Y PoDerful !2ea34

PoDerful !2ea34

0C(eD on !t34

C(eD on !t34

0 , uy !t #''8 34

, uy !t #''8 34



“

Amateurs tal5mateurs tal5

aout strate;y3

out strate;y3

Profess!onals tal5

rofess!onals tal5

aout lo;!st!s3”out lo;!st!s3”

eneral Omar 9ra2ley

eneral Omar 9ra2ley

omman2er of Amer!an troo)s"F-Fay

omman2er of Amer!an troo)s"F-Fay



.ES

ES!!

<or Dant of a na!l t(e s(oe Das lost

or Dant of a na!l t(e s(oe Das lost

<or Dant of a s(oe t(e (orse Das lostor Dant of a s(oe t(e (orse Das lost

<or Dant of a (orse t(e r!2er Das lost

or Dant of a (orse t(e r!2er Das lost

<or Dant of a r!2er t(e messa;e Das lost

or Dant of a r!2er t(e messa;e Das lost

<or Dant of a messa;e t(e attle Das lost

or Dant of a messa;e t(e attle Das lost

<or Dant of a attle t(e Dar Das lostor Dant of a attle t(e Dar Das lost

<or Dant of a Dar t(e 5!n;2om fell

or Dant of a Dar t(e 5!n;2om fell

An2 all for t(e Dant of a na!l3

n2 all for t(e Dant of a na!l3

0An2 (oD D ell eneral 9ra2leyan2 amo n;

An2 (oD D ell eneral 9ra2leyan2 amon;

ot(ers +3S3 rant un2erstoo2 t(!s4

t(ers +3S3 rant un2erstoo2 t(!s4

0<.,* (!s 9ra2ley-!sm !s on my

<.,* (!s 9ra2ley-!sm !s on my

“ o) #' <aBor!te Juo tes”

o) #' <aBor!te Juotes”

l!st34!st34



#3?3?

SER>,CEER>,CE

T SALES SALES



,’m “)ro-sales” to a fault

’m “)ro-sales” to a fault

0See t(e ne6t sl!2e34See t(e ne6t sl!2e34

St!ll , t(!n5 “mere” serB!e fol5s are

t!ll , t(!n5 “mere” serB!e fol5s are

tra2!t!onally un2er-loBe2"un2er-

ra2!t!onally un2er-loBe2"un2er-

a))re!ate23 An2 , t(!n5 you s(oul2

))re!ate23 An2 , t(!n5 you s(oul2

re2ress t(at !malane3e2ress t(at !malane3

ASAP3

SAP3

0Amon; ot(er t(!n;s !t’s serB!e t(at 2r!Bes

Amon; ot(er t(!n;s !t’s serB!e t(at 2r!Bes

“)ere)t!on”t(e oBerD(elm!n; !m)ortane

)ere)t!on”t(e oBerD(elm!n; !m)ortane

of D(!( Das )reB!ously toute23 E3;3 tu5!n’

f D(!( Das )reB!ously toute23 E3;3 tu5!n’

t(at s(oDer urta!n !n

(at s(oDer urta!n !n!!4



SALES TALES T

=ARKE ,N

ARKE ,N



On t(e ot(er (an2 M

n t(e ot(er (an2 M

,’m a “(an2s on” ;uy a

’m a “(an2s on” ;uy a

“relat!ons(!)s” ;uy3 An2 , t(!n5 t(e

relat!ons(!)s” ;uy3 An2 , t(!n5 t(e

se6y-ool mar5eters often ;et too

e6y-ool mar5eters often ;et too

mu( attent!on at t(e e6)ense of “t(e

u( attent!on at t(e e6)ense of “t(e

s(ameless (u5sters3” As a (u5ster(ameless (u5sters3” As a (u5ster

myself 0a traBel!n; salesman for

yself 0a traBel!n; salesman for

!2eas4 , a))re!ate my (ustl!n;

2eas4 , a))re!ate my (ustl!n;

)eers3

eers3

0Plus !t )!sses m e off t(at us!ness s(ools

Plus !t )!sses m e off t(at us!ness s(ools

B!rtually !;nore sales D (!le faDn!n; oBer

!rtually !;nore sales D (!le faDn!n; oBer

m ar5et!n;3 Of ourse )retty m u( eBeryt(!n;

ar5et!n;3 Of ourse )retty mu( eBeryt(!n;

aout us!ness s(ools )!sses m e off34

out us!ness s(ools )!sses m e off34



=ar5et!n;*ar5et!n;* Al;or!t(m!"Al;or!t(m!"

Hel)s t(em

el)s t(em

f!n2

!n2

t(e 2oor 0I?4

t(e 2oor 0I?4

Sales*

ales*

al5"ets you

al5"ets you

!n

n

t(e

t(e

2oor 0I&4

oor 0I&4

SerB!e*

erB!e*

L!sten"

L!sten"

Kee

ee

)s ’em !n

’em !n

t(e (ouse 0I#4(e (ouse 0I#4

Ner2

Ner2

A;;ressor

A;;ressor

Pa!f!stPa!f!st



SER>,CEER>,CE

T SALES SALES

T

=ARKE ,N

ARKE ,N



#3@

3@

,N ERNAL

,N ERNAL

ORAN,ZA ,ONALRAN,ZA ,ONAL

EXCELLENCE 1

XCELLENCE 1

EXCELLENCE ,NXCELLENCE ,N

EXEC+ ,ON

XEC+ ,ON

FEEPESEEPES

“9L+E OCEAN”

9L+E OCEAN”



OCC+P.,N A “9L+E OCEAN”

CC+P.,N A “9L+E OCEAN”

,S 9. FE<,N, ,ON >ER.S 9. FE<,N, ,ON >ER.

PRO<, A9LE M ANF HENCE

RO<, A9LE M ANF HENCE

W,LL 9E

,LL 9E

J+,CKL.

+,CKL.

COP,EF

OP,EF

3

“S+S A,NA9LE

+S A,NA9LE

9L+E

L+E

”

0HALL=ARK* ,N ERNAL

HALL=ARK* ,N ERNAL

ORAN,ZA ,ONAL

RAN,ZA ,ONAL

EXCELLENCE4 ,S

XCELLENCE4 ,S

<AR

AR

=ORE

=ORE

F,<<,C+L

,<<,C+L

O COP.3

O COP.3



(e “lue oean” !2ea ;rossly

(e “lue oean” !2ea ;rossly

oBers!m)l!f!e2 !s to f!n2 unou)!e2Bers!m)l!f!e2 !s to f!n2 unou)!e2

Datersor ta5e a ;reat lea) D!t( a

atersor ta5e a ;reat lea) D!t( a

)ro2ut or serB!e t(at re2ef!nes t(e

ro2ut or serB!e t(at re2ef!nes t(e

;ame3

ame3

(at’s a !t l!5e “loat!on loat!on(at’s a !t l!5e “loat!on loat!on

loat!on”!t Dor5s to ;et a foot !n t(e

oat!on”!t Dor5s to ;et a foot !n t(e

2oor3

oor3

9ut to 5ee) ’em om !n; a5

ut to 5ee) ’em om !n; a5

an2

n2

sta

ta

y f loat!n; !n t(e 2ee) D ater

float!n; !n t(e 2ee) D ater

D (en ot(er s(!)s enter as t(ey D !ll(en ot(er s(!)s enter as t(ey D !ll

D !t( alar!ty t(ese 2ays !f you’re

!t( alar!ty t(ese 2ays !f you ’re

m a5!n; a ) rof!t !s !n t(e en2 aout

a5!n; a )rof!t !s !n t(e en2 aout

t(ose tu5e2 !n s(oDer urta!ns

(ose tu5e2 !n s(oDer urta!ns

(at !s our osess!Be omm!tment to

(at !s your osess!Be omm!tment to



90,4 T 90O40,4 T 90O4

,N ERNAL

N ERNAL

ORAN,ZA ,ON

RAN,ZA ,ON

EXCELLENCE XCELLENCE

“9RANF

RANF

,NS,FE

NS,FE

”



Anot(er Day , l!5e to state t(e same !2eanot(er Day , l!5e to state t(e same !2ea

!s t(at “9ran2 ,ns!2e”"90,4 !s !n fat

s t(at “9ran2 ,ns!2e”"90,4 !s !n fat

more

ore

!m)ortant

m)ortant

t(an t(e tra2!t!onal “9ran2

t(an t(e tra2!t!onal “9ran2

Outs!2e”"90O43

uts!2e”"90O43

Effet!Be “!nnar2s” are t(e real 9ran2 M

ffet!Be “!nnar2s” are t(e real 9 ran2 M

an2 t(e 5ey to E6eut!on E6ellene

n2 t(e 5ey to E6eut!on E6ellene

D (!( !n turn !s t(e 5ey to

(!( !n turn !s t(e 5ey to

susta!ne2

usta!ne2

su)er!or )erform ane3

u)er!or )erform ane3



#37

37

EXEC+ ,ON*XEC+ ,ON*

=e “Ca)ta!n

e “Ca)ta!n

Fay” “Ca)ta!nay” “Ca)ta!n

N!;(t” ANF +3S3

!;(t” ANF +3S3

rant

rant



C!ra #$'

!ra #$'

=P"93S(ools*P"93S(ools*

“et t(eet t(e

strate;y r!;(t t(e rest

trate;y r!;(t t(e rest

D!ll ta5e are of !tse lf3”!ll ta5e are of !tself3”

P"9W",SOE*

P"9W",SOE*

“et t(e

et t(e

)eo)le an2 e6eut!oneo)le an2 e6eut!on

r!;(t t(e strate;y D !ll

!;(t t(e strate;y D !ll

ta5e are of !tse lf3”

a5e are of !tself3”



W(en !n #$ , ;ot t(e ass!;nment to 2o t(e

(en !n #$ , ;ot t(e ass!;nment to 2o t(e

resear( t(at eBentually le2 toesear( t(at eBentually le2 to

,n Sear( ofn Sear( of

E6ellene

6ellene

t(e “strate;y )r!ests” rule2 t(e Dorl2

t(e “strate;y )r!ests” rule2 t(e Dorl2

of us!nesses an2 us!ness s(ools an2

f us!nesses an2 us!ness s(ools an2

onsultan!es3 An2 =!(ael Porter Das t(e (!;(est

onsultan!es3 An2 =!(ael Porter Das t(e (!;(est

of (!;( )r!ests3 ,’m not Gu!te e!n; fa!r ut Holy

f (!;( )r!ests3 ,’m not Gu!te e!n; fa!r ut Holy

Wr!t Das more or less “r!t Das more or less “

et t(e s trate;y r !;(t t(eet t(e strate;y r!;( t t(e

rest D !ll ta5e are o f !tself3”

est D !ll ta5e are of !tself3”

9ase2 on my

ase2 on my

aa2em! !ases re!nfore2 y ?% mont(s of

a2em! !ases re!nfore2 y ?% mont(s of

Dan2er!n; aroun2 t(e “e6ellent om)an!es” my

an2er!n; aroun2 t(e “e6ellent om)an!es” my

o-aut(or 9o Waterman an2 , )retty mu( ame

o-aut(or 9o Waterman an2 , )retty mu( ame

to t(e o))os!te onlus!on

o t(e o))os!te onlus!on

“et t(e )eo)le an2

et t(e )eo)le an2

e6eut!on r!;(t an2 t(e strate; y D !ll ta5e are of

6eut!on r !;(t an2 t(e s trate;y D!l l ta5e are of

!tself3”

tself3”

W(!le you 2o oB!ously nee2 ot( ,’ll ;la2ly )ut

(!le you 2o oB!ously nee2 ot( ,’ll ;la2ly )ut

my money on t(e s!2e of t(e )eo)le-e6eut!on

y money on t(e s!2e of t(e )eo)le-e6eut!on

fanat!sanat!s



“FA.”A.”

0F!5"9u!l24

F!5"9u!l24

Bs3

s3

“N!;(t”

N!;(t”

0Fan"Re)ort onFan"Re)ort on

D(at not u!lt4

(at not u!lt4



, su-ons!ously learne2 “all t(!s” as a &?-year-ol2 +3S3 NaBy

su-ons!ously learne2 “all t(!s” as a &?-year-ol2 +3S3 NaBy

ens!;n an2 ass!stant o)erat!ons off!er atta(e2 to one ofns!;n an2 ass!stant o)erat!ons off!er atta(e2 to one of

t(e NaBy’s omat en;!neer!n; attal!ons 0

(e NaBy’s omat en;!neer!n; attal!ons 0

“Seaees”

Seaees”

4 !n

!n

>!etnam3

!etnam3

,t Das my f!rst )ost-un!Bers!ty “real o3” , ma2e tDo

t Das my f!rst )ost-un!Bers!ty “real o3” , ma2e tDo

2e)loyments an2 (a2 tDo omman2!n; off!ers3 , all t(em

e)loyments an2 (a2 tDo omman2!n; off!ers3 , all t(em

“Ca)ta!n Fay” an2 “Ca)ta!n N!;(t3”

Ca)ta!n Fay” an2 “Ca)ta!n N!;(t3”

Ca)ta!n Fay"F!5 An2erson l!Be2 u) to t(e Seaees fale2

a)ta!n Fay"F!5 An2erson l!Be2 u) to t(e Seaees fale2

“Can 2o”

Can 2o”

s)!r!t an2 ree23

s)!r!t an2 ree23

“/ust ;et t(e 2am n t(!n;

/ust ;et t(e 2amn t(!n;

u!lt”

u!lt”

Das (!s 2e fato an2 2e ure omman2aout

Das (!s 2e fato an2 2e ure omman2aout

eBeryt(!n;3 9ut Fan [[[[[ Ca)t N!;(t Das a 2emon for

Beryt(!n;3 9ut Fan [[[[[ Ca)t N!;(t Das a 2emon for

reor25ee)!n;3 ,’2 almost sDear to you t(at (e’2 rat(er (aBeeor25ee)!n;3 ,’2 almost sDear to you t(at (e’2 rat(er (aBe

a fat )lann!n; 2oument an2 a letter-)erfet re)ort aout an

fat )lann!n; 2oument an2 a letter-)erfet re)ort aout an

unf!n!s(e2 o t(an a s5et(y )lan an2 an unt!2y re)ort of a

nf!n!s(e2 o t(an a s5et(y )lan an2 an unt!2y re)ort of a

o t(at Das om)lete3

o t(at Das om)lete3

<or t(e ne6t @'1 years 0t(!s Das #$%%-#$%4 ,’Be rel!;!ously

or t(e ne6t @'1 years 0t(!s Das #$%%-#$%4 ,’Be rel!;!ously

folloDe2an2 )rea(e2Ca)t Fay’s “Can 2o” 2!tum3 .ouolloDe2an2 )rea(e2Ca)t Fay’s “Can 2o” 2!tum3 .ou

” -



“One of m y su)erst!t !ons (a2

ne of m y su)erst!t !ons (a2

alDays een D(en , starte2

lDays een D(en , starte2

to ;o anyD(ere or to 2o

o ;o anyD (ere or to 2o

anyt(!n;

nyt(!n;

NOO OO

+RN

+RN

9ACK

ACK

or

r

sto) unt! l t(e t(!n; !nten2e2to) unt!l t(e t(!n; !nten2e2

Das aom )l!s(e23”

as aom )l!s(e2 3”

+3S3 rant



“ (!s a2olesentY !n!2ent of ;ett!n; from )o!nt A to

(!s a2olesentY !n!2ent of ;ett!n; from )o!nt A to

)o!nt 9 on (orsea5 !n t(e fae of !nre2!le

o!nt 9 on (orsea5 !n t(e fae of !nre2!le

ostalesto see a ;!rlfr!en2Y !s notale not only

stalesto see a ;!rlfr!en2Y !s notale not only

eause !t un2erl!nes rant’s fearless (orsemans(!)

eause !t un2erl!nes rant’s fearless (orsemans(!)

an2 (!s 2eterm!nat!on ut also !t !s t(e f!rst 5noDn

n2 (!s 2eterm!nat!on ut also !t !s t(e f!rst 5noDn

e6am)le of a Bery !m)ortant )eul!ar!ty of (!s

6am)le of a Bery !m)ortant )eul!ar!ty of (!s

(arater*

(arater*

rant (a2 an e6treme

rant (a2 an e6trem e

almost

lmost

)(o! 2!sl!5e of turn !n

o! 2!sl!5e of turn !n

;

a5 an2 retra!n

a5 an2 retra!n

; ( !s ste

(!s ste

)s3

,f (e

f (e

set out for someD(ere (e Doul2 ;et t(ere some(oD

et out for someD(ere (e Doul2 ;et t(ere some(oD

D(ateBer t(e 2!ff!ult!es t(at lay !n (!s Day3 (!s

(ateBer t(e 2!ff!ult!es t(at lay !n (!s Day3 (!s

!2!osynrasy Doul2 turn out to e one t(e fators t(at

2!osynrasy Doul2 turn out to e one t(e fators t(at

ma2e (!m su( a form!2ale ;eneral3a2e (!m su( a form!2ale ;eneral3

rantrant

Doul2 alDa

oul2 alDa

ys alDa

alDa

ys )ress on

ess on

turn!n

urn!n

; a5 Das not an o

a5 Das not an o

)t!on

!on

for (!mor (!m 3””

=!(ael Kor2a=!(ael Kor2a

+lysses rantlysses rant



+3 S3 rant3 S3 rant

No !nterest !n ;ran2 strate;y3

No !nterest !n ;ran2 strate;y3

Fo t(e t(!n; unt!l !t !s 2one3

Fo t(e t(!n; unt!l !t !s 2one3

Fo not oBer om)l!ate3

Fo not oBer om)l!ate3

Fo t(e ne6t t(!n;3Fo t(e ne6t t(!n;3

Pleasure !n )erseBerane )er se3

Pleasure !n )erseBerane )er se3

Fo not om)la!n of 2!ff!ult!es or as5 for

Fo not om)la!n of 2!ff!ult!es or as5 for

more t!me or resoures

more t!me or resoures

EN

EN

=Clellan 0rant’s )re2eessor4*

Clellan 0rant’s )re2eessor4*

Felay

elay

2elay 2elayQ easelessly )lea2 for more

elay 2elayQ easelessly )lea2 for more

fores3

ores3

EN rant*

EN rant*

“W(en 2o , start: W(at , D!ll 2o

“W(en 2o , start: W(at , D!ll 2o

!s a2Bane3” !s a2Bane3”



“AL=OS ,NH+=AN

L=OS ,NH+=AN

F,S,N ERES EFNES,S,N ERES EFNES

S ,N M S RA E.”

,N M S RA E.”

/os!a( 9unt!n; on/os!a( 9unt!n; on

+3S3 rant3S3 rant

0from

0from

+lysses S3 rant

lysses S3 rant

4



, am an aB!2 stu2ent of eneral +lysses S3

am an aB!2 stu2ent of eneral +lysses S3

rant !n my o)!n!on Amer!a’s most

rant !n my o)!n!on Amer!a’s most

e6traor2!nary an2 suessful m!l!tary6traor2!nary an2 suessful m!l!tary

omman2er3 0 e22y RooseBelt alle2

omman2er3 0 e22y RooseBelt alle2

rant one of t(e t(ree ;reatest

rant one of t(e t(ree ;reatest

Amer!ans t(e ot(er tDo e!n;

mer!ans t(e ot(er tDo e!n;

Was(!n;ton an2 L!noln34as(!n;ton an2 L!noln34

rant Das a man of at !on3

rant Das a m an of a t!on3

Per!o23

er!o23



“

S+CCESS SEE=S O+CCESS SEE=S O

9E LAREL. A

E LAREL. A

=A ERA ER

O<

O<

HAN,N

AN,N

ON

N

A< ER O HERS HA>E< ER O HERS HA>E

LE O3”

LE O3”

W!ll!am <eat(er aut(or entre)reneur



(e Bernaular Bers!on3(e Bernaular Bers!on3



“,f R!(ar2

f R !(ar2

Holroo5eY

Holroo5eY

alls an2 as5s youalls an2 as5s you

for som et(!n; ust

or som et(!n; ust

say .es3’ ,f you sayay .es3’ ,f you say

No’ you’ll eBentually

No’ you’ll eBentually

;et to yes ut t(eet to yes ut t(e

ourney D !ll e Bery

ourn ey D !ll e Bery

)a!nful3”

a!nful3”



Holroo5e (a2 e6traor2!nary

olroo5e (a2 e6traor2!nary

suesses 2ur!n; (!s 2!st!n;u!s(e2

uesses 2ur!n; (!s 2!st!n;u!s(e2

2!)lomat! areer3 K!ss!n;er (ar2ly a

!)lomat! areer3 K!ss!n;er (ar2ly a

)us(oBer s)ea5s to D(at Das

us(oBer s)ea5s to D(at Das

ar;ualy Holroo5e’s I# suess

r;ualy Holroo5e’s I# suess

tra!tloo2y m!n2e2ness anra!tloo2y m!n2e2ness an

uny!el2!n; refusal to ;!Be u)

ny!el2!n; refusal to ;!Be u)

re;ar2less of t(e o22s an2 re;ar2less

e;ar2less of t(e o22s an2 re;ar2less

of t(e )ersonal ost3 ,t Das

f t(e )ersonal ost3 ,t Das

effet!Bely !m)oss!le to Dear (!mffet!Bely !m)oss!le to Dear (!m

2oDnso as K!ss!n;er says your

oDnso as K!ss!n;er says your

est et Das not to Daste !nor2!nate

est et Das not to Daste !nor2!nate

t!me try!n;

!me try!n;



EXEC+ ,ON

XEC+ ,ON

,S

S

S RA E.

S RA E.

“

Rememer to

ememer to

tu5 t(e s(oDeru5 t(e s(oDer

urta!n !ns!2e

urta !n !ns!2e

t(e at(tu

(e at(tu

3”

”



<or a )ersonal ta5e on lea2!n;an2

or a )ersonal ta5e on lea2!n;an2

aom)l!s(!n;maor or;an!at!onal

om)l!s(!n;maor or;an!at!onal

(an;e see t(e

(an;e see t(e

“ F”

F”

set!on

set!on

D(!( !mme2!ately folloDs3

(!( !mme2!ately folloDs3



F

F!!

ett!n; (!n;s (at

ett!n; (!n;s (at

=atter Fone A;a!nst

atter Fone A;a!nst

t(e O22s an2 !n t(e(e O22s an2 !n t(e

,n5y-la5 S(a2oD Cast

n5y-la5 S(a2oD Cast

9y t(e uar2!ans of t(ey t(e uar2!ans of t(e

Status Juo

tatus Juo



A Personal Reflet!on*

Personal Reflet!on*

ett!n; (!n;s 0 (at

ett!n; (!n;s 0 (at

=atter4 Fone 0W!t(

atter4 Fone 0W!t(

EXCELLENCEXCELLENCE V WOWWOW4

A;a!nst t(e O22s an2 !n t(e

;a!nst t(e O22s an2 !n t(e

,n5y-la5 S(a2oD Cast 9y

n5y-la5 S(a2oD Cast 9y

t(e uar2!ans of t(e Status(e uar2!ans of t(e Status

Juo

uo

om Peters"' Otoer &'#7om Peters"' Otoer &'#7



(!s a))en2!6 !s )ersonalt(ou;( learly !nforme2 y

(!s a))en2!6 !s )ersonalt(ou;( learly !nforme2 y

my formal tra!n!n; an2 resear(3 ,t 2raDs u)on 7'

y formal tra!n!n; an2 resear(3 ,t 2raDs u)on 7'

years of e6)er!ene !n “;ett!n; t(!n;s 2one” !n a

ears of e6)er!ene !n “;ett!n; t(!n;s 2one” !n a

lea2ers(!) rolefrom >!etnam !n #$%% to a full (alf-

ea2ers(!) rolefrom >!etnam !n #$%% to a full (alf-

entury later my ont!nu!n; effort to st!r t(e )otentury later my ont!nu!n; effort to st!r t(e )ot

see5!n; enter)r!se (an;e !ra &'#%3

ee5!n; enter)r!se (an;e !ra &'#%3

9ut !n

ut !n

)ar t!ular t(!s rant 2raDs u)on t(e

art !ular t(!s rant 2raD s u)on t(e

“reBolut!on” a feD o f m y ollea;ues

reBolut!on” a feD o f m y ollea;ues

an2 , starte2 at =K !nsey V Co3 !nn2 , starte2 at =K !nsey V Co3 !n

#$7 an asur2ly tou;( )lae to

$7 an asur2ly tou;( )lae to

(an;e es)e!ally from a un!or

(an;e es)e!ally from a un!or

)os!t!on3

os!t!on3

(e “Or;an!at!on Effet!Beness Prat!e”

(e “Or;an!at!on Effet!Beness Prat!e”

De laun(e2 en2e2 u) !rt(!n;e laun(e2 en2e2 u) !rt(!n;

,n Sear( of

n Sear( of

ett!n; (!n;s (at =atter Fone 0W!t( EXCELLENCE4 A;a!nst t(e O22s an2

ett!n; (!n;s (at =atter Fone 0W!t( EXCELLENCE4 A;a!nst t(e O22s an2



!n t(e ,n5y-la5 S(a2oD Cast y t(e uar2!ans of t(e Status Juo

n t(e ,n5y-la5 S(a2oD Cast y t(e uar2!ans of t(e Status Juo

Key Dor2s*

ey Dor2s*

Pass!on

ass!on

Ent(us!asm

nt(us!asm

KnoDle2;e

noDle2;e

Pos!t!Be"NE>ER N e;at!Be

os!t!Be"NE>ER N e;at!Be

ALL,ES"ALL,ES"ALL,ES

LL,ES"ALL,ES"ALL,ES

Cre2!t S(ar!n;"Self Effaem ent

re2!t S(ar!n;"Self Effaement

Presentat!on E6ellene

resentat!on E6ellene

L!sten!n; S 5!l ls"L!sten!n; “Profess!onal”

!sten!n; S 5!l ls"L!sten!n; “Profess!onal”

NetDor5 Osess!on

etDor5 Osess!on

S(oD u )"Kee) S(oD!n’ +)

(oD u) "Kee) S(oD !n’ +)

Pol!t!al =aster y

ol!t!al =aster y

“Su5 FOWN for Suess3”

u5 FOW N for Suess3”

E6eut!on <anat!!sm

6eut!on <anat!!sm

,n2!ret!on",nB!s!!l!ty"“En2 runs”n2!ret!on",nB!s!!l!ty"“En2 runs”

Fem os"Small W!ns"S)ee2

emo s"Small W!ns"S)ee2

,m)at!ene"Pat!ene

m)at!ene"Pat!ene

ena!ty" !reless

ena!ty" !reless

C!B!l!ty

!B!l!ty

EXCELLENCE

XCELLENCE

WOWOW



#3

3

“otta 2o !t” Bs3 “Wanna 2o !t3”

otta 2o !t” Bs3 “Wanna 2o !t3”

Warren 9enn!s

Warren 9enn!s

says lea2ers 2on’t “Dant to e a lea2erQ” !nstea2

ays lea2ers 2on’t “Dant to e a lea2erQ” !nstea2

t(ere !s somet(!n; t(ey are 2eterm!ne2 to

(ere !s somet(!n; t(ey are 2eterm!ne2 to

2o

o

an2 eom !n; a lea2er !s t(e only route to

n2 eom !n; a lea2er !s t(e only route to

;ett!n; 2o ne t(at m er!less as)!rat!on t(at

ett!n; 2one t(at mer!less as)!rat!on t(at

(oBers oBer you “&@""foreBer3

oBers oBer you “&@""foreBer3

&3

3

+m 5noD D(at you’re tal5!n; aout efore you

m 5noD D(at you’re tal5!n; aout efore you

o)en your mout(

)en your mout(

Fon’t “;o )ul!” unt!l you

Fon’t “;o )ul!” unt!l you

“5noD your stuff” ol2 an2 (aBe teste2 !t a5noD your stuff” ol2 an2 (aBe teste2 !t a

;a!ll!on t!mes out of t(e )ul! eye D!t(

a!ll!on t!mes out of t(e )ul! eye D!t(

su))ort!Be ollea;ues3

u))ort!Be ollea;ues3

?3

3

.ou nee2 a stra!;(t-s(ooter D(o D!ll tell you !f

ou nee2 a stra!;(t-s(ooter D(o D!ll tell you !f

you are off t(e mar5 styl!st!ally as Dell as

ou are off t(e mar5 styl!st!ally as Dell as

sustant!Bely3ustant!Bely3

.ou also nee2 a lon;t!me u2 2you also nee2 a lon;t!me u22y

D (o D !ll (um lulla!es !n your ear D( en you’Be

(o D !ll (um lulla!es !n your ear D( en you’Be

ust (a2 t(e s(!t eaten out of youD (!( D!l l

ust (a2 t(e s(!t eaten out of youD (!( D!l l

re;ularly our !f you’re on to somet(!n; !;3

e;u larly our !f you’re on to som et(!n; !;3

@3

3

Stay )os!t!Be eBen !f 0es)e!ally D(en4 t(e )a!n !s

tay )os!t!Be eBen !f 0es)e!ally D(en4 t(e )a!n !s



5!ll!n; you3

!ll!n; you3

NeBer eBer eBer eBer eBer “;o ne;at!Be”no

NeBer eBer eBer eBer eBer “;o ne;at!Be”no

matter (oD stu)!2 you t(!n5 t(e ot(er ;uy’s ar;ument !s

atter (oD stu)!2 you t(!n5 t(e ot(er ;uy’s ar;ument !s

an2 no matter (oD many s(ots you’Be ta5en3 0=aye

n2 no matter (oD many s(ots you’Be ta5en3 0=aye

“affale am!2st s(!tstorms” !s a more a))ro)r!ate termaffale am!2st s(!tstorms” !s a more a))ro)r!ate term

t(an “)os!t!Be”:4

(an “)os!t!Be”:4

73

3

NeBer eBer sell “u)” t(e (a!n unt!l you (aBe your

eBer eBer sell “u)” t(e (a!n unt!l you (aBe your

om)ell!n; 2emos !n )lae an2 your “ase” of “real

om)ell!n; 2emos !n )lae an2 your “ase” of “real

)eo)le” root!n; for you!3e3 you (aBe t(e ast!2s

eo)le” root!n; for you!3e3 you (aBe t(e ast!2s

surroun2e23

urroun2e23

“Sell!n; u)” !s a stu)!2 !2ea for a )roet or

“Sell!n; u)” !s a stu)!2 !2ea for a )roet or

)ro;ram (am)!on3 At least not unt!l you (aBe so Dellro;ram (am)!on3 At least not unt!l you (aBe so Dell

)aBe2 t(e roa2 forDar2 D!t( suessful tr!als an2 all!es

aBe2 t(e roa2 forDar2 D!t( suessful tr!als an2 all!es

an2 outs!2e su))orters t(at you are almost ;uarantee2

n2 outs!2e su))orters t(at you are almost ;uarantee2

to )reBa!l3 EBen t(en t(ere are tDo more rules* <!rst

o )reBa!l3 EBen t(en t(ere are tDo more rules* <!rst

sell u) !n )r!Bate !f you’Be ;ot an !ronla2 aseQ t(!s

ell u) !n )r!Bate !f you’Be ;ot an !ronla2 aseQ t(!s

;!Bes =a2am F!retor t(e (ane to um) aoar2 o-

!Bes =a2am F!retor t(e (ane to um) aoar2 o-

o)t you an2 at aroun2 (er ollea;ues as !f !t’2 een)t you an2 at aroun2 (er ollea;ues as !f !t’2 een

(er r!ll!ant !2ea from t(e ;et ;o3 Seon2 ;et out of t(e

er r!ll!ant !2ea from t(e ;et ;o3 Seon2 ;et out of t(e

s)otl!;(t an2 stay out of t(e s)otl!;(t an2 let f!el2

)otl!;(t an2 stay out of t(e s)otl!;(t an2 let f!el2

su))orters D(o’Be 2one suessful tr!als 2o t(e sell!n;

u))orters D(o’Be 2one suessful tr!als 2o t(e sell!n;

an2 let t(em ta5e #''3''8 of

an2 let t(em ta5e #''3''8 of

t(e re2!t3

(e re2!t3



soo

onta;!ous

onta;!ous

as

s

ent(us!asm3”nt(us!asm3”



NE>ERE>ER

sell “u)” t(esell “u)” t(e

(a!n unt!l you (aBe your

(a!n unt!l you (aBe your

om)ell!n; 2emos !n )laeom)ell!n; 2emos !n )lae

an2 your “ase” of “real

n2 your “ase” of “real

)eo)le” root!n; for you

eo)le” root!n; for you

!3e3 unt!l you (aBe t(e3e3 unt!l you (aBe t(e

ast!2s surroun2e23

ast!2s surroun2e23

%3

3

AlDays let ot(ers ta5e t(e l!on’s s(are of t(e

lDays let ot(ers ta5e t(e l!on’s s(are of t(e



re2!tD(!le you ta5e

re2!tD(!le you ta5e

all t(e (eat

ll t(e (eat

Want to turn

Want to turn

an “!ntereste2” ally !nto a “frot(!n; su))orter”:

n “!ntereste2” ally !nto a “frot(!n; su))orter”:

Let (er ta5e t(e re2!t for suesses D(!le you

et (er ta5e t(e re2!t for suesses D(!le you

ta5e t(e ullet for foul-u)sa5e t(e ullet for foul-u)s

3

3

Enoura;e ot(ers to a(!eBe real “oDners(!)” y

noura;e ot(ers to a(!eBe real “oDners(!)” y

B!s!ly !nfluen!n; t(e ore 2es!;n3

!s!ly !nfluen!n; t(e ore 2es!;n3

All!es to e

All!es to e

res!l!ent all!es 0an2 your all!es D!ll ta5e s(ots

es!l!ent all!es 0an2 your all!es D!ll ta5e s(ots

too4 must (aBe oDners(!)3 Co-2es!;n su))ort!n;

oo4 must (aBe oDners(!)3 Co-2es!;n su))ort!n;

)roets !n D(!( t(ey ta5e t(e lea23 =a5e sureroets !n D(!( t(ey ta5e t(e lea23 =a5e sure

t(ey ;et t(e!r &7-ents Dort( !n on all 5ey 2es!;n

(ey ;et t(e!r &7-ents Dort( !n on all 5ey 2es!;n

!ssuesan2 ;et at least a l!ttle !t of D(at t(ey

ssuesan2 ;et at least a l!ttle !t of D(at t(ey

Dant so t(e 2es!;n eomes t(e!r Bery oDn3

ant so t(e 2es!;n eomes t(e!r Bery oDn3

3

3

AlDays e o)en to alterat!ons no matter (oD

lDays e o)en to alterat!ons no matter (oD

om)lete you may t(!n5 t(!s or t(at !tem !s3

om)lete you may t(!n5 t(!s or t(at !tem !s3

<ol5s

<ol5s

are )ut off y “f!n!s(e2 )ro2uts”eBen !f t(ey

re )ut off y “f!n!s(e2 )ro2uts”eBen !f t(ey

are !n a flat out rus( for t(at f!n!s(e2 )ro2ut3

re !n a flat out rus( for t(at f!n!s(e2 )ro2ut3

“ (eys” alDays Dant to feel t(at you

(eys” alDays Dant to feel t(at you

Delome

elome

anot(er tDea5 or )!ee of a2B!e from t(em 3

not(er tDea5 or )!ee of a2B!e from t(em 3

3

a (um an l !;(ten!n; ro2 .ou D !l l e as su essful

(um an l !;(ten!n; ro2 .ou D !l l e as suessful

s your !nB!s!!l !ty loa5 !s !m )erm eale3



#'3

'3

,t’s all )ol!t!s all t(e t!me* L!Be D!t( !t =aster

t’s all )ol!t!s all t(e t!me* L!Be D!t( !t =aster

!t

t

Pol!t!s !s

Pol!t!s !s

not “a nee ssar y eB!l3” Pol!t!s !s l!fe

ot “a nee ssar y eB!l3” Pol!t!s !s l!fe

!f you Dant to f!;(t t(e status Guo3 <.,* (ere are

f you Dant to f!;(t t(e status Guo3 <.,* (ere are

no !nnoents am on; t(e D!nners3 (ere !s no su(

o !nnoents am on; t(e D!nners3 (ere !s no su(

t(!n; as a “suessful (an;e a;ent” D!t(

(!n; as a “suessful (an;e a;ent” D !t(

s)otless (an2s3

)otless (an2s3

##3

#3

.ou nee2 a “)ull!n; ;uar23”

ou nee2 a “)ull!n; ;uar23”

, 2!sl!5e us!n;

, 2!sl!5e us!n;

footall analo;!es ut ,’ll ma5e a rare e6e)t!on

ootall analo;!es ut ,’ll ma5e a rare e6e)t!on

(ere3 As you may (aBe learne2 from =!(aelere3 As you may (aBe learne2 from =!(ael

LeD!s’ oo5

eD!s’ oo5

9l!n2 S!2e 0t(ere D as also t(e moB!e

l!n2 S!2e 0t(ere D as also t(e m oB!e

D!t( San2ra 9 ullo54 t(e l !neman D (o )rotets

!t( San2ra 9ullo54 t(e l !neman D (o )rotets

t(e star Guarte ra5 laele2 t(e “)ull!n; ;uar2”

(e star Guarte ra5 laele2 t(e “)ull!n; ;uar2”

!s freGuently t(e (!;(est )a!2 )layer on t(e team *

s freGuently t(e (!;(est )a!2 )layer on t(e team*

(at !s t(e )rotetor !s seen as m ore Baluale !n(at !s t(e )rotetor !s seen as m ore Baluale !n

m onetary term s t(an t(e )r!n!)al (e’s )rotet!n;3

onetary term s t(an t(e )r!n!)al (e’s )rotet!n;3

ranslat!on (ere* W (!le , a2B!se2 you n ot to “sell

ranslat!on (ere* W (!le , a2B!se2 you n ot to “sell

u)” )rem aturely , 2o a2B !se you to m oBe (eaBen

)” )rem aturely , 2o a2B !se you to m oBe (eaBen

an2 eart( to lan2 a

n2 eart( to lan2 a

Dell-)lae2 sen!or to oBer

ell-)lae2 sen!or to oBer

your a53our a53



,f you 2!sl!5e )ol!t!s t(en you

f you 2!sl!5e )ol!t!s t(en you

2!sl!5e !m)lementat!on3

!sl!5e !m)lementat!on3

PER,OF3

PER,OF3

,f you 2 !sl!5e )o l!t!s

f you 2 !sl!5e )o l!t!s

t(en !t !s a 2rea2ful

(en !t !s a 2rea2ful

m !sta5e to e !n (ar;e!sta5e to e !n (ar;e

of anyt(!n;3

f anyt(!n;3

o (ate all )ol!t!s !s to (ate

o (ate all )ol!t!s !s to (ate

t(e fat t(at you Dere orn

(e fat t(at you Dere orn

!nto t(e (uman rae3

nto t(e (uman rae3

#&3&3 W(en )eo)le start steal!n; stuff from you you are(en )eo)le start steal!n; stuff from you you are

ma5!n; enormous )ro;ress3

a5!n; enormous )ro;ress3

After all t(e D(ole )o!nt !s to

After all t(e D(ole )o!nt !s to



e stolen from!3e3 (aBe “t(em” lea2!n; t(e Day on

e stolen from!3e3 (aBe “t(em” lea2!n; t(e Day on

!m)lementat!on3

m)lementat!on3

#?3

?3

S)en2 '8 of your t!me on all!esf!n2!n; an2

)en2 '8 of your t!me on all!esf!n2!n; an2

2eBelo)!n; an2 nurtur!n; all!es of eBery s!e an2 s(a)e !seBelo)!n; an2 nurtur!n; all!es of eBery s!e an2 s(a)e !s

t(e name of t(e D!nn!n; ;ame

(e name of t(e D!nn!n; ;ame

3 a5!n; all !es for ;rante2

a5!n; all !es for ;ra nte2

assum!n; t(ey are on o ar2 eau se of an !n!t !al s(oD of

ssum!n; t(ey are on oa r2 eause of a n !n!t !al s(oD of

su))ort for e6am)le !s t(e 5!ss of 2 eat(an2 !s as

u))ort for e6am)le !s t(e 5!ss of 2eat(an2 !s as

omm on as 2!rt 3 .ou must f !n2 t(e t !me an2 m a5e t(e

omm on as 2!rt 3 .ou must f !n2 t(e t !me an2 m a5e t(e

t!me all t(e t!me for t(ose all !es D!t( l !ttle tou(es a s

!me a ll t(e t!me for t(ose all !esD !t( l!ttle tou(es as

Dell as !; ones3 0 (!s !tem !s )er(a)s t(e I# reason , amell as !; ones3 0 (!s !tem !s )er(a) s t(e I# reason , am

Dr!t!n;t(at !s t(!s t(e essay stems from a 2!suss!on

r!t!n;t(at !s t(!s t(e essay stem s from a 2!suss!on

D!t( a (arr!e2 !;-(an;e a;ent aou t t(e !m)o rtane of

!t( a (arr!e2 !;-(an;e a;ent aou t t(e !m)ortane of

f!re2 u) all !es an2 t(e am ount of e ffort t(at must

!re2 u) all !es an2 t(e amount of effort t(at must

nees sar!ly ;o !nto 5ee)!n; t(em f!re2 u)

eessa r!ly ;o !nto 5ee)!n; t(em f!re2 u)

#@3

@3

Lun( Relat!ons(!) onstrut!on an2 ma!ntenane !s

un( Relat!ons(!) onstrut!on an2 ma!ntenane !s

t(e 5ey to suess at Dell )retty mu( eBeryt(!n;3

(e 5ey to suess at Dell )retty mu( eBeryt(!n;3

An2

An2

t(e est an2 most rea2!ly aBa!lale sett!n; for

(e est an2 most rea2!ly aBa!lale sett!n; for

relat!ons(!) u!l2!n; oBer t(e lon; (aul an2 re;ar2less of

elat!ons(!) u!l2!n; oBer t(e lon; (aul an2 re;ar2less of

t(e Balue of t(e neD “so!al me2!a” !s M L+NCH3 Hene

(e Balue of t(e neD “so!al me2!a” !s M L+NCH3 Hene

!t !s a6!omat!* NeBer 0,’m almost ser!ous4 Daste a lun(3

t !s a6!omat!* NeBer 0,’m almost ser!ous4 Daste a lun(3

(ere are &'' to &7' “at ats” 0S(e2ulale lun(es4 )er

(ere are &'' to &7' “at ats” 0S(e2ulale lun(es4 )er

ear3 Waste not

ear3 Waste not



ALL,ES

LL,ES

* S)en2

S)en2

'

'

8

of your

of your

t!me on all!es!me on all!es

f!n2!n!n2!n ;

an2an2

2eBelo

eBelo

)!n

n

; an2

an2

nurtur!n

urtur!n

;

all!es of eBery s!e an2

ll!es of eBery s!e an2

s(a)e !n eBery noo5 an2(a)e !n eBery noo5 an2

ranny !s t(e name of t(e

ranny !s t(e name of t(e

D!nn!n; ;ame3

!nn!n; ;ame3

#7373 .our )oDer 2oes not ome )r!mar!ly from t(eour )oDer 2oes not ome )r!mar!ly from t(e

numer of 9!; Fu2es you’Be onB!ne23

umer of 9!; Fu2es you’Be onB!ne23

(at !s !t

(at !s !t



omes from t(e 2emonstrate2 omm!tment of

omes from t(e 2emonstrate2 omm!tment of

your ;roD!n; 9an2 of S!sters an2 9rot(ers3

our ;roD!n; 9an2 of S!sters an2 9rot(ers3

Alloate your t!me aor2!n;ly3

lloate your t!me aor2!n;ly3

#%3%3 ,2eas su5 Femos rule2eas su5 Femos rule A ;reat !2ea !sA ;reat !2ea !s

oB!ously essent!al ut D!ll only ;et you 0a small4

B!ously essent!al ut D!ll only ;et you 0a small4

)art of t(e Day 2oDn t(e f!el23 ,t !s !nreas!n;ly

art of t(e Day 2oDn t(e f!el23 ,t !s !nreas!n;ly

om)ell!n; an2 so)(!st!ate2 2emos-)rototy)es-

om)ell!n; an2 so)(!st!ate2 2emos-)rototy)es-

“small D !ns” t(at 2o t(e (eaBy l ! ft!n;3 An2 t(e

sma ll D!ns” t(at 2o t(e (eaBy l ! ft !n;3 An2 t(e

l!fters are t(e all!es D (o !nBest t(e!r t!me an2!fters are t(e all !es D (o !nBest t(e!r t !me an2

ener;y !nto laun(!n; an2 nurtur!n; t(ose 2em os3

ner;y !nto laun(!n; an2 nurtur!n; t(ose 2em os3

Start t(e 2emo")art!al-2em o )roess !mm e2!ately

tart t(e 2emo")art!al-2em o )roess !mm e2!ately

lon; efore you are “rea2y3”

lon; efore you a re “rea2y3”

#3

3

Femos are ool3 Stor!es are ooler3

emos are ool3 Stor!es are ooler3

(e

(e

resear( !s lear3 EBen D(en t(e !2ea !s !nre2!ly

esear( !s lear3 EBen D(en t(e !2ea !s !nre2!ly

so)(!st!ate2 !n )ursu!n; fun2!n; or

o)(!st!ate2 !n )ursu!n; fun2!n; or

!m)lementat!on M 9ES S OR. W,NS3 (at !s you

m)lementat!on M 9ES S OR. W,NS3 (at !s you

must ta5e t(e ne6t ste) an2 turn t(e suessful

ust ta5e t(e ne6t ste) an2 turn t(e suessful

2emo !n Po2un5 !nto a “om)ell!n; yarn” aout

emo !n Po2un5 !nto a “om)ell!n; yarn” aout

t(e ;oal an2 t(e )roess an2 t(e !m)at an2 t(e

(e ;oal an2 t(e )roess an2 t(e !m)at an2 t(e

)eo)le affete23eo)le affete23



,2eas su52eas su5 !!

Femosemos

ruleu le !!



#3

3

W =SW3 W =S <W3

=SW3 W =S <W3

W =SAS =S+ <W3

=SAS =S+ <W3

, all !t “t(e only t(!n;

, all !t “t(e only t(!n;

,’Be learne2 for sure !n @% years3” Namely*’Be learne2 for sure !n @% years3” Namely*

W =SW"W(oeBer r!es (e =ost Stuff W!ns3

=SW"W(oeBer r!es (e =ost Stuff W!ns3

W =S <W"W(oeBer r!es (e =ost Stuff (e

=S <W"W(oeBer r!es (e =ost Stuff (e

<astest W!ns3

astest W!ns3

W =SAS =S+ <W"W(oeBer r!es (e =ost Stuff=SAS =S+ <W"W(oeBer r!es (e =ost Stuff

An2 SreDs (e =ost Stuff +) (e <astest W!ns3

n2 SreDs (e =ost Stuff +) (e <astest W!ns3

#$3

$3

Stay aDay from “(ea2Guarters”eBen !f you

tay aDay from “(ea2Guarters”eBen !f you

)ersonally are 2om!!le2 t(ere3

ersonally are 2om!!le2 t(ere3

“Hea2Guarters” !s y

“Hea2Guarters” !s y

2ef!n!t!on t(e (ome of t(e 2efen2ers of t(e status

ef!n!t!on t(e (ome of t(e 2efen2ers of t(e status

Guoan2 t(e (ome of t(e 2!rt!est !ns!2e )ol!t!s3 .ouuoan2 t(e (ome of t(e 2!rt!est !ns!2e )ol!t!s3 .ou

Dant to u!l2 your army of all!es from t(e outs!2e !n*

ant to u!l2 your army of all!es from t(e outs!2e !n*

“ADay” !s t(e est )lae to 2o t(at3 An2 “far aDay”

ADay” !s t(e est )lae to 2o t(at3 An2 “far aDay”

eats “aDay”at least !n t(e early 2ays3

eats “aDay”at least !n t(e early 2ays3



W =SW*

=SW*

W(oeBer(oeBer

r!es (e =ostr!es (e =ost

Stuff W !ns3

tuff W !ns3

0J3E3F34J3E3F34

&'3

'3

Outs!2e ,n3

uts!2e ,n3

Estal!s(!n; an outs!2e )oDer ase an

Estal!s(!n; an outs!2e )oDer ase an



s!;n!f!antly !nrease your !mmun!ty to t(e 2eterm!ne2

!;n!f!antly !nrease your !mmun!ty to t(e 2eterm!ne2

atta5s y )oDerful !ns!2e fores3 (!s outs!2er ase an

tta5s y )oDerful !ns!2e fores3 (!s outs!2er ase an

e l!ents Ben2ors !n2ustry e6)ertst(e!r re2!!l!ty

e l!ents Ben2ors !n2ustry e6)ertst(e!r re2!!l!ty

eomes your re2!!l!ty3eomes your re2!!l!ty3

&#3

#3

.ou must not let your enem!es asor your t!meor

ou must not let your enem!es asor your t!meor

es)e!ally your emot!onal ener;y

s)e!ally your emot!onal ener;y

Sm!le at em3 S!2este)

Sm!le at em3 S!2este)

em3 NeBer onfront em3 Rememer our strate;y !s #''8

em3 NeBer onfront em3 Rememer our strate;y !s #''8

)os!t!Be* to u!l2 an2 ult!Bate a mostly !nB!s!le army of

os!t!Be* to u!l2 an2 ult!Bate a mostly !nB!s!le army of

all!es D(o are us!ly ollet!n; 2ata 0t(ose 2emos-

ll!es D(o are us!ly ollet!n; 2ata 0t(ose 2emos-

)rototy)es-“small D!ns”4 an2 !n turn reru!t!n; t(e!r oDnrototy)es-“small D!ns”4 an2 !n turn reru!t!n; t(e!r oDn

all!es3 Fon’t ;!Be !n to an;er !nternal or e6ternal3 .our

ll!es3 Fon’t ;!Be !n to an;er !nternal or e6ternal3 .our

a!l!ty to ontrol your enem!es !s M ZERO M on a sale of

!l!ty to ontrol your enem!es !s M ZERO M on a sale of

ero to !nf!n!ty3 0Plus enem!es Dear you out3 An2 turn you

ero to !nf!n!ty3 0Plus enem!es Dear you out3 An2 turn you

sour D(ere “sour” !s t(e ult!mate 2e-mot!Bat!n; no-no34

our D(ere “sour” !s t(e ult!mate 2e-mot!Bat!n; no-no34

&&3

&3

ONL. )os!t!Be sells* Fon’t sell a;a!nst3 Femo for3

NL. )os!t!Be sells* Fon’t sell a;a!nst3 Femo for3

No

o

*

“,

,

am (ere to tel l you (oD f8\V1 our )u r(as!n;

m (ere to tel l you (oD f8 \V1 our )ur(as!n;

)roe2ures are 3 3 3”

roe2 ures are 3 3 3”

.es

es

*

“.ou Doul2n’t el!eBe t(e neD

.ou Doul2n’t el!eBe t(e neD

ty)e of !nformat!on serB !es )ur(as!n; a; reeme nt De

y)e of !nformat!on serB!es )ur(as!n; a;reem ent De

tr!e2 !n t(e AluGuerGue f!el2 off !e results u; ;ere2

r!e2 !n t(e AluGuerGue f!el2 off !eresults u;; ere2

our m!n23 Here’s t(e 2eal M”

ur m!n23 Here’s t(e 2eal M”



.ou must not let yourou must not let your

enem!es asor your

nem!es asor your

t!meor es)e!ally!meor es)e!ally

your emot!onal

our emot!onal

ener;y 0An2 neBer

ner;y 0An2 neBer

E>ER “;o ne;at!Be3”4

>ER “;o ne;at!Be3”4

&?3

?3

,t’s not aout “eat!n;” “t(e ot(er ;uysQ” !t’s aout

t’s not aout “eat!n;” “t(e ot(er ;uysQ” !t’s aout

your B!s!on su))lant!n; 0ou)y!n; more s)ae t(an4

our B!s!on su))lant!n; 0ou)y!n; more s)ae t(an4



t(e!r B!s!on3

(e!r B!s!on3

,n your m!n2 “all t(!s” !s or eomes a

,n your m!n2 “all t(!s” !s or eomes a

om)et!t!Be stru;;le D!t( t(e fores of r!;(t

om)et!t!Be stru;;le D!t( t(e fores of r!;(t

onfront!n; t(e fores of m!;(t3 Well leaBe t(at

onfront!n; t(e fores of m!;(t3 Well leaBe t(at

“mo2el” !n t(e u)oar23 We D!n D(en our )roet !s u)mo2el” !n t(e u)oar23 We D!n D(en our )roet !s u)

an2 )urr!n; an2 (as eome t(e neD 0EXCELLEN 4 Day

n2 )urr!n; an2 (as eome t(e neD 0EXCELLEN 4 Day

of 2o!n; t(!n;s3 =oreoBer !t’s neBer oBer unt!l neBer

f 2o!n; t(!n;s3 =oreoBer !t’s neBer oBer unt!l neBer

you Dant t(ose “enem!es” to f!n2 a ;a!ll!on Days to

ou Dant t(ose “enem!es” to f!n2 a ;a!ll!on Days to

D!n !n t(e!r oDn m!n2s* E3;3 as you )roee2 !nB!te t(em

!n !n t(e!r oDn m!n2s* E3;3 as you )roee2 !nB!te t(em

to ma5e (an;es !n “your ayQ” t(ey are smart

o ma5e (an;es !n “your ayQ” t(ey are smart

oo5!esan2 2outless (aBe a ;reat 2eal to ontr!uteoo5!esan2 2outless (aBe a ;reat 2eal to ontr!ute

an2 e6)er!ene su;;ests !f t(e )roet )ans out !;

n2 e6)er!ene su;;ests !f t(e )roet )ans out !;

t!me t(ey’ll )reten2 t(ey Dere amon; t(e earl!est

!me t(ey’ll )reten2 t(ey Dere amon; t(e earl!est

a2o)ters3

2o)ters3

&@3

@3

9e !B!l at all t!mes

e !B!l at all t!mes

, annot onot )oDerful enou;(

, annot onot )oDerful enou;(

)(rases to e6)la!n (oD !m)ortant t(!s !s

(rases to e6)la!n (oD !m)ortant t(!s !s

W( en you are

(en you are

!B!l an2 m annerly an2 t(ou;(tfulyou are effet!Bely!B!l an2 m annerly an2 t(ou;( tfulyou are effet!Bely

!nB!n!le3 C!B!l !s ;oo2 for a (ost of l !fe assert!n;

nB!n!le3 C!B!l !s ;oo2 for a (ost of l !fe assert!n;

reasons3 9ut !B!l !s also “)rat!al” an2 a “tool” D(!(

easo ns3 9ut !B!l !s also “)rat!al” an2 a “tool” D( !(

)roB!2es e2ro5 for t(e lon;(aul stru;;le for your

roB!2es e2ro5 for t(e lon;(aul stru;; le for your

“ay” to )reBa !l3

ay” to ) reBa!l3



,t !s

t !s

not

ot

aout

aout

“eat!n;” “t(e ot(ereat!n;” “t(e ot(er

;uys3” ,t

uys3” ,t

!s

s

aout

aout

your B!s!onour B!s!on

su))lant!n;

u))lant!n;

0ou)y!n; m ore

ou)y!n; more

s)ae t(an4

)ae t(an4

t(e!r B!s!on 3

(e !r B!s!on 3

&73

73

Sen2 “ (an5 you” notes

en2 “ (an5 you” notes

Sen2 ’em y t(e tru5loa2

Sen2 ’em y t(e tru5loa2



=a5e t(at tra!nloa2 Sen2 ’em eBery 2ay3 =a5e t(!s an

a5e t(at tra!nloa2 Sen2 ’em eBery 2ay3 =a5e t(!s an

!ronla2 M

ronla2 M

2a!ly

a!ly

M r!tual

r!tual

* (an5 anyo2y an2 eBeryo2 y

(an5 anyo2y an2 eBeryo2y

D( o ;!Bes you a !; (an2 or a sm all (an2 or any (a n2 at

(o ;!Bes you a !; (an2 or a small (an2 or any ( an2 at

all 3 Es)e!ally t(an5 t(o se !n t(e “oDels of t(e

ll3 Es)e!ally t(an5 t(ose !n t(e “oDe ls of t(e

or;an!at!on”t(at !s t(e unsun; (eroes D (o ! f turne2

r;an!at!on”t(at !s t(e unsun; (eroes D (o ! f turne2

on D!ll moBe (eaBen an2 eart( for you3

n D!ll moBe (eaBen an2 ea rt( for you3

, el!eBe a

el!eBe a

an2!2ate for most )oDerful Dor2 !n t(e En;l!s( lan;ua;e

an2!2ate for most )oDerful Dor2 !n t(e En;l!s( lan;ua;e

!s M A5noDle2;ment3 Peo)le raBe a5noDle2;ement3 ,f

s M A5noDle2;ment3 Peo)le raBe a5noDle2;ement3 ,f

you eome A5noDle2;er-!n-C(!ef" (an5er-!n-C(!ef you

ou eome A5noDle2;er-!n-C(!ef" (an5er-!n-C(!ef you

D!ll (aBe ta5en a ;!ant ste) toDar2 !m)lementat!on of!ll (aBe ta5en a ;!ant ste) toDar2 !m)lementat!on of

your ay3

our ay3

&%3

%3

Rea2",n;est"A))ly Fale Carne;!e’s

ea2",n;est"A))ly Fale Carne;!e’s

HoD to W !n <r!en2s

oD to W !n <r!en2s

an2 ,nfluene Peo)le3

n2 ,nfluene Peo)le3

(en re-rea2 !t eBery s!6 mont(s3

(en re-rea2 !t eBery s!6 mont(s3

,t !s !n s(ort t(e !m)lementer’s !le3

t !s !n s(ort t(e !m)lementer’s !le3

&3

3

Wor5 (ar2er t(an t(e ne6t ;uy3

or5 (ar2er t(an t(e ne6t ;uy3

.ou may e t(e

.ou may e t(e

“ra2!al” try!n; to u)set t(e a))leart ut !t D!ll (el)ara2!al” try!n; to u)set t(e a))leart ut !t D!ll (el)a

lot!f you are seen as a M >ery Ser!ous Person3 (at !s

ot!f you are seen as a M >ery Ser!ous Person3 (at !s

, 0!ma;!ne me as one of t(e a2 ;uys4 may 2!sa;ree D!t(

0!ma;!ne me as one of t(e a2 ;uys4 may 2!sa;ree D!t(

D(at you’re 2o!n; ut , an’t fault you for not e!n; an

(at you’re 2o!n; ut , an’t fault you for not e!n; an

outra;eously omm!tte2 outra;eously (ar2Dor5!n;

utra;eously omm!tte2 outra;eously (ar2Dor5!n;

)layer3

layer3



CEO Fou; Conant

EO Fou; Conant

sent

ent

?'' '''''

(an2Dr!ttenan2Dr!tten

(an5 you’ notes to

(an5 you’ notes to

em )loyees 2ur!n; t(e #'

m)loyees 2ur!n; t(e #'

years

ears

a))ro6 #'"2ayY

a))ro6 #'"2ayY

(e ran

(e ran

Cam )ell Sou)3

am )ell Sou)3

Soure*oure*

9loomer; 9us!nessWee5

loomer; 9us!nessWee5

“ (ere !s asolutely

(ere !s asolutely



not(!n; t(at eats (ar2

ot(!n; t(at eats (ar2

Dor53 .ou (o)e2 D (en youor53 .ou (o)e2 D (en you

Dere om!n; out of olle;e

ere om!n; out of olle;e

t(at you Dere t(e

(at you Dere t(e

smartest3martest3

,t turne2 out none of us

t turne2 out none of us

are3 9ut , oul2 sure

re3 9ut , oul2 sure

outDor5

utDor5

a lot of fol5s3”

lot of fol5s3”

Sall!e KraD(e5 alle2 t(e mostall!e KraD(e5 alle2 t(e most

&3

3

S(oD u) on t!me for eBery meet!n;3

(oD u) on t!me for eBery meet!n;3

A su))ort!Be oss one ;aBe

A su))ort!Be oss one ;aBe

e a leture* “S(oD u) for meet!n;s early3 Fress onserBat!Bely3



me a leture* “S(oD u) for meet!n;s early3 Fress onserBat!Bely3

=o2ulate your Bo!e3 Fon’t ;!Be t(ose D(o o))ose you on

o2ulate your Bo!e3 Fon’t ;!Be t(ose D(o o))ose you on

sustane any (ane D(atsoeBer to 2!sount you ase2 on t(e

ustane any (ane D(atsoeBer to 2!sount you ase2 on t(e

l!ttle t(!n;s3’”

!ttle t(!n;s3’”

&$3

$3

S(oD u)(oD u)

(e too-oft-re)eate2 W oo2y Allen l !ne

(e too-oft-re)eate2 W oo2y Allen l !ne

aout s(oD!n; u) e!n; '8 of suess D!l l (ere e re-re-

out s(oD!n; u) e!n; '8 of suess D!l l (ere e re-re-

re)eate2 eause !t turns out to e true3 0#4 S(oD!n; u) !s t(e

e)eate2 eause !t turns out to e true3 0#4 S(oD!n; u) !s t(e

est Day to offer su))ort 3 0&4 S(oD!n; u) !s t(e est D ay to

est Day to offer su))ort 3 0&4 S(oD !n; u) !s t(e est D ay to

s(mooe3 0?4 S(oD!n; u) !s t(e est Day to eom e a )resene3

(mooe3 0?4 S(oD!n; u) !s t(e est Day to eom e a )resene3

0@4 S(oD!n; u) fosters seren2!)!tyD (!( !s alDays t(e I# ause@4 S(oD!n; u) fosters seren2!)!tyD (!( !s alDays t(e I # ause

of suess 0no 5!22!n;43

f suess 0no 5!22!n;43

?'3

'3

S(oD u) anyD(ere an2 eBeryD(ere

(oD u) anyD(ere an2 eBeryD(ere

(ere !s no su( t(!n; as a

(ere !s no su( t(!n; as a

“m!nor o))ortun!ty3” Any o))ortun!ty to tal5 aout your stuff or

m!nor o))ortun!ty3” Any o))ortun!ty to tal5 aout your stuff or

2emo your stuff !s a ;ol2en o))ortun!ty3 =any of t(e ;reat

emo your stuff !s a ;ol2en o))ortun!ty3 =any of t(e ;reat

enterta!ners s)ent years !n n!;(tlus t(e s!e of a t(!mle

nterta!ners s)ent years !n n!;(tlus t(e s!e of a t(!mle

trott!n; out t(e!r stuff3

rott!n; out t(e!r stuff3

a5e (ee23

a5e (ee23

?#3

#3

Kee) s(oD!n; u)

ee) s(oD!n; u)

W(en t(e onsummate 2!)lomat R!(ar2

W(en t(e onsummate 2!)lomat R!(ar2

Holroo5e 2!e2 t(e onsummate 2!)lomat Henry K!ss!n;er sa!2

olroo5e 2!e2 t(e onsummate 2!)lomat Henry K!ss!n;er sa!2

“,f R!(ar2 alls an2 as5 s you for som et(!n; ust say .es3’ , f you

,f R!(ar2 alls an2 as5s you for som et(!n; ust say .es3 ’ ,f you

say No’ you’l l eBentually ;et to yes ut t(e ourn ey D !ll e Bery

ay No’ you’l l eBentually ;et to yes ut t(e ourn ey D !l l e Bery

)a!nful3”

a!nful3”



l! 9ut

l! 9ut

R+E

R+E

“Fe!s!ons

e!s!ons

are m a2e yre m a2e y

t(ose D (o(ose D (o

s(oD u)3”

(oD u)3”

Aaron

Aaron

Sor5!n

or5!n



?&3&3 All sales all t(e t!mell sales all t(e t!me We’Be all (ear2 t(e famousWe’Be all (ear2 t(e famous

an2(! l!ne* “.ou are t(e (an;e you D!s( to see !n

an2(! l!ne* “.ou are t(e (an;e you D!s( to see !n

t(e Dorl23” Or anot(er , l!5e “,t’s alDays s(oDt!me3”

(e Dorl23” Or anot(er , l!5e “,t’s alDays s(oDt!me3”

EBeryt(!n; you 2o Dee or ;ran2 s(oul2 e a 2e fato

Beryt(!n; you 2o Dee or ;ran2 s(oul2 e a 2e fato

sales )!t( for your )roet3 <olloD t(e a2B!e of one

ales )!t( for your )roet3 <olloD t(e a2B!e of one

e6tremely suessful HollyDoo2 )ro2uer* 9eome a

6tremely suessful HollyDoo2 )ro2uer* 9eome a

“P(3F3” stu2ent of t(e sales )roess 0 (!s felloD (!t aP(3F3” stu2ent of t(e sales )roess 0 (!s felloD (!t a

DallQ (!s reat!Be Dor5 Das not ma5!n; !t t(rou;( t(e

allQ (!s reat!Be Dor5 Das not ma5!n; !t t(rou;( t(e

2oorQ (e t(en s)ent a year rea2!n; sales te6ts

oorQ (e t(en s)ent a year rea2!n; sales te6ts

atten2!n; sales sem!nars et3 He eame B!a rute

tten2!n; sales sem!nars et3 He eame B!a rute

fore a master sales)ersont(e rest as t!s sa!2 !s

ore a master sales)ersont(e rest as t!s sa!2 !s

(!story34

!story34



All salesll sales

all t(ell t(e

t!me!m e !!



??3

?3

Su5

u5

2oDn

oDn

for suess

for suess

.our ;oal !s

.our ;oal !s

self!s(;et t(e D(ole 2amn or;an!at!on Dor5!n; for you

elf!s(;et t(e D(ole 2amn or;an!at!on Dor5!n; for you

arner an “unfa!r s(are” of attent!on eBen t(ou;( you may

arner an “unfa!r s(are” of attent!on eBen t(ou;( you may

e a relat!Bely un!or )erson3 Well !t an e 2onee a relat!Bely un!or )erson3 Well !t an e 2one

, f you M,f you M

su5 2oDn3

u5 2oDn3

,n t(e sa;a re)orte2 !n

,n t(e sa;a re)orte2 !n

C(arl!e W !lson’s Wa r

(arl!e W !lson’s W ar

C,A m!2-leBel staffer ust ABra5otos ma2e m !rales (a))e n

,A m!2-leBel staffer ust ABra5otos ma 2e m !rales (a))en

far aoBe (!s )ay;ra2 e3 Aut(or eo r;e Cr!le )ut !t t(!s

far aoBe (!s )ay;ra 2e3 Aut(or e or;e C r!le )ut !t t(!s

Day “He (a2 eom e some t(!n; of a le;en2 D!t( t(ese

ay “He (a2 eom e somet(!n; of a le;en2 D!t( t(ese

)eo)le D(o mann e2 t(e un2erel ly of t(e A;eny3”

eo)le D(o man ne2 t(e un2e rel ly of t(e A;eny3”

ABra5otos 5neD eBery “to) floor” C,A e6eut!Be seretar y y

Bra5otos 5neD eBery “to) floor” C,A e6eut!Be seretary y

name an2 (a2 (el)e2 many of t(em sort out )ersonal orame an2 (a2 (el)e2 many of t(em sort out )ersonal or

)rofess!onal )rolem s3 (e fol5s !n t(e m a!lroom an2 !n t(e

rofess!onal )rolem s3 (e fol5s !n t(e ma !lroom an2 !n t(e

oDels of om )uter o)erat!ons Dere a lso t(e suet of

oDels of om )uter o)erat!ons Dere also t(e suet of

ust’s !ntense an2 affet!onate attent!ons3 ,n effet you

ust’s !ntense an2 affet!onate attent!ons3 ,n effet you

oul2 say t(at ust Das Com man2 er-!n-C(!ef of t(e

oul2 say t(at ust Das Com man 2er- !n-C(!ef of t(e

“,nB!s!le $78” of t(e A;enyD (!( al loDe2 (!m to ma5e

,nB!s!le $78” of t(e A;enyD (!( al loDe2 (!m to ma5e

e6traor2!nary t(!n;s (a ))en 2e s)!te fur !ous res!stane from

6traor2!nary t(!n;s (a))en 2 es)!te fur !ous res!stane from

(!s osses an2 o sses’ osses s!tt!n; ato) a Bery r!;!2

!s osses an2 osses’ osses s!tt!n; ato) a Bery r!;!2

or;an!at!on3 a5e (ee2 Wor5 t(e “un2e relly” as !f your

r;an!at!on3 a5e (ee2 Wor5 t(e “un2ere lly” as !f your

l!fe"suess 2e )en2e 2 on !t Q to a lar;e e6tent !t 2oes or

!fe"sue ss 2e)en2 e2 on !t Q to a lar;e e6tent !t 2oes or

oul23

oul23



S ]0IPK“

]0IPK“

W”P4

P4

S ]0IPK“ ]0IPK“L”P4P4

I of )eo)le you 5noD !n t(e “Dron;” )laes

of )eo)le you 5noD !n t(e “Dron;” )laes

I of )eo)le you 5noD !n “loD” )laes of )eo)le you 5noD !n “loD” )laes

0W(ere “S” !s suess4

W(ere “S” !s suess4

?@3@3 SDeat t(e 2eta!ls3Deat t(e 2eta!ls3 An2 sDeat an2 sDeat an2 sDeat MAn2 sDeat an2 sDeat an2 sDeat M

As5e2 at a ;ala (onor!n; (!s areer to reBeal t(e

s5e2 at a ;ala (onor!n; (!s areer to reBeal t(e

serets to (!s monumental suesses Conra2 H!lton

erets to (!s monumental suesses Conra2 H!lton



re)l!e2 !n full* “

e)l!e2 !n full* “

Remem er to tu5 t(e s(oDer urta!n

emem er to tu5 t(e s(oDer urta!n

!nto t(e at(tu3”

nto t(e at(tu3”

“Loat!on loat!on loat!on” !s

Loat!on loat!on loat!on” !s

!m)ortant to t(e (otel!erut !t’s t(e tu5e2 !n s(oDer

m)ortant to t(e (otel!erut !t’s t(e tu5e2 !n s(oDer

urta!ns t(at 5ee) t(e ;uests om!n; a5D(!( !surta!ns t(at 5ee) t(e ;uests om!n; a5D(!( !s

t(e soure of all )rof!t3

(e soure of all )rof!t3

?73

73

“We3” “We3” “We3” We3”

We3” “We3” “We3” We3”

,t may e )a) ut

,t may e )a) ut

!t’s t(e D(ole trut(an2 all too often (onore2 !n t(e

t’s t(e D(ole trut(an2 all too often (onore2 !n t(e

ree(* E6eut!on !s a team s)ort3 One small

ree(* E6eut!on !s a team s)ort3 One small

man!festat!on of t(at* AlDays an2 D!t(out fa!l use t(ean!festat!on of t(at* AlDays an2 D!t(out fa!l use t(e

Dor2 “We” )er sean2 (ol2 t(e “,3” =ayo Cl!n!’s

or2 “We” )er sean2 (ol2 t(e “,3” =ayo Cl!n!’s

;reatest )o!nt of 2!fferent!at!on !s not me2!al ;en!us

reatest )o!nt of 2!fferent!at!on !s not me2!al ;en!us

ut !n fat team me2!!nea l!n! sta)le s!ne !ts

ut !n fat team me2!!nea l!n! sta)le s!ne !ts

foun2!n; oBer #'' years a;o3 One (!;(-)oDere2 2o

oun2!n; oBer #'' years a;o3 One (!;(-)oDere2 2o

sa!2 t(at =ayo’s a))roa( ma2e (er M

a!2 t(at =ayo’s a))roa( ma2e (er M

#'' t!mes M

'' t!mes M

more effet!Be t(an s(e (a2 een !n (er )r!orore effet!Be t(an s(e (a2 een !n (er )r!or

)rofess!onal )os!t!ons3 =a yo starts at t(e start* W( en

rofess!onal )os!t!ons3 =ayo starts at t(e start* W( en

!nterB!eD!n; an2!2ates t(e !nterB!eDer atually

nterB!eD!n; an2!2ates t(e !nterB!eDer atually

ounts t(e num er of t !mes t(e a)) l!ant uses t(e Dor2

ounts t(e num er of t !mes t(e a))l!ant uses t(e Dor2

“We” Bs3 t(e numer of t !mes s(e o r (e uses t(e Dor2

We” Bs3 t(e num er of t !mes s(e or (e uses t(e Dor2

“,3”

,3”



OserBe2 losely* (e use of

serBe2 losely* (e use of

“,”,”

or

r

“We”

We”

2ur!n;

ur!n;

a

o !nterB!eD3

o !nterB!eD3

?%3

%3

Party t!me

arty t!me

Celerate t(e “small D!ns3” Celerate t(e t!n!est

Celerate t(e “small D!ns3” Celerate t(e t!n!est

m!lestones a(!eBe23 Celerate our neDest fr!en2 s!;n!n; u)3

!lestones a(!eBe23 Celerate our neDest fr!en2 s!;n!n; u)3



Celerate t(e fat of t(e ourney )er se3 Our “!t” !s after all M A

elerate t(e fat of t(e ourney )er se3 Our “!t” !s after all M A

<ull-fle2;e2 A2Benture !n WoD ,n t(e est sense ma5e t(ose

ull-fle2;e2 A2Benture !n WoD ,n t(e est sense ma5e t(ose

D(o (aBen’t o!ne2 u) ealous of t(e Guest De’re en;a;e2 !n3

(o (aBen’t o!ne2 u) ealous of t(e Guest De’re en;a;e2 !n3

,n2ue t(em to o!n t(e )ara2e3 (!s M r!;(t (ere r!;(t noD M !s

n2ue t(em to o!n t(e )ara2e3 (!s M r!;(t (ere r!;(t noD M !s

D(ere t(e oolest of t(e ool roost3(ere t(e oolest of t(e ool roost3

?3

3

SDeat t(e 2eta!ls ,,* =a6!m!e Rs3

Deat t(e 2eta!ls ,,* =a6!m!e Rs3

(e ma;! of A))le

(e ma;! of A))le

)ro2uts are t(e sa2s an2 sa2s an2 more sa2s of l!ttle

ro2uts are t(e sa2s an2 sa2s an2 more sa2s of l!ttle

tou(esDe A))le users are t(e enef!!ar!es of =r3 /os’

ou(esDe A))le users are t(e enef!!ar!es of =r3 /os’

a2Bane2 ase of OCF3 L!5eD!se , e;an my last oo5

2Bane2 ase of OCF3 L!5eD!se , e;an my last oo5

(e L !ttle

(e L !ttle

9, (!n;s 0t(e t!t le ;!Bes aD ay t(e strate;y onta!ne2 t(ere!n4

, (!n;s 0t(e t!t le ;!Bes aD ay t(e strate;y onta!ne2 t(ere!n4

D!t( a story aout sGuea5y lean restrooms D!t( Bolu)tuous

!t( a story aout sGuea 5y lean restrooms D !t( Bolu)tuous

fres( f loDers at a roa2s!2e restaurant D(!( (as Don my

res( f loDers at a roa2s!2e restaurant D(!( (as D on my

en2ur!n; ustom 3 , also all t(!s !2ea “ W s Bs3 Rs3” (at !s

n2ur!n; ustom 3 , also all t(!s !2ea “ W s Bs3 Rs3” (at !s

as De s(oul2 D e Dorr y easelessly aout Gual !tym !n!m!!n;

s De s(oul2 D e Dorr y easelessly aout Gual !tym !n!m!!n;

Ws or (!n;s one Wron;3 0 (e term or!;!nate2 !n t(e auto

Ws or (!n;s one Wron;3 0 (e term or!;!nate2 !n t(e auto

!n2ustry34 (e ot(er s!2e of t(e o!n of eGual !m)o rtan e are

n2ustry34 (e ot(er s!2e of t(e o!n of eGual !m)o rtan e are

Rs or M

Rs or M

(!n;s one R!;(t3 ,t’s t(ose s)ar5l!n; floDer-

(!n;s one R!;(t3 ,t’s t(ose s)ar5l!n; floDer-

festoone2 restroomsQ or t(e an5 t(at measures 0true4 t(eestoone2 restroomsQ or t(e an5 t(at measures 0true4 t(e

numer of 2o; !su!ts !t ;!Bes aDay ea( year!t Dants

umer of 2o; !su!ts !t ;!Bes aDay ea( year!t Dants

ustomers !n t(e ran(es rat(er t(an us!n; t(e A =s3 9ottom

ustomers !n t(e ran(es rat(er t(an us!n; t(e A =s3 9ottom

l!ne* ,n 2eBelo)!n; your )roet 0an !nternal system not ust a

!ne* ,n 2eBelo)!n; your )roet 0an !nternal system not ust a

ustomer-fa!n; )ro2ut or )roess4 fous osess!Bely an2

ustomer-fa!n; )ro2ut or )roess4 fous osess!Bely an2

e6)l!!tly on ma6!m!!n; t(ose Rs3

6)l!!tly on ma6!m!!n; t(ose Rs3

?3

3

a5e rea5s3

a5e rea5s3

.ou’ll 2outless ;!Be l!ttle or no (ee2 to t(!s3

.ou’ll 2outless ;!Be l!ttle or no (ee2 to t(!s3

An2 you D!ll )ay a terr!le )r!e)ersonally an2 )roaly

n2 you D!ll )ay a terr!le )r!e)ersonally an2 )roaly



)rofess!onally3 ,t’s elementaryyou must re(ar;e your

rofess!onally3 ,t’s elementaryyou must re(ar;e your

atter!es an2 !n a full-asse2 not (alf-asse2 fas(!on3 .ou are

atter!es an2 !n a full-asse2 not (alf-asse2 fas(!on3 .ou are

f!;(t!n; !ty (all an2 !t !s ;ruel!n; eBen t(ou;( !t !s a laor of

!;(t!n; !ty (all an2 !t !s ;ruel!n; eBen t(ou;( !t !s a laor of

loBe3 Prolem* We are rarely aDare of our 2e;ree of urnout3oBe3 Prolem* We are rarely aDare of our 2e;ree of urnout3

(at !s unt!l De ta5e a rea5 or rea5 2oDnu)on return De

(at !s unt!l De ta5e a rea5 or rea5 2oDnu)on return De

are aston!s(e2 as are our ollea;ues at (oD refres(e2 De

re aston!s(e2 as are our ollea;ues at (oD refres(e2 De

are an2 (oD oB!ous !t !s !n retros)et t(at t(e tan5 (a2 een

re an2 (oD oB!ous !t !s !n retros)et t(at t(e tan5 (a2 een

$'8 em)ty3 9ottom l!ne* <res( matters

'8 em)ty3 9ottom l!ne* <res( matters

?$3

$3

<orm an A2B!sory 9oar2 !n )retty s(ort or2er3

orm an A2B!sory 9oar2 !n )retty s(ort or2er3

, ur;e2 you not

, ur;e2 you not

to “sell u)”at least not unt!l you’Be reru!te2 a s!eale ase

o “sell u)”at least not unt!l you’Be reru!te2 a s!eale ase

of all!es an2 2one a s!;n!f!ant set of 2emos3 (!s su;;est!onf all!es an2 2one a s!;n!f!ant set of 2emos3 (!s su;;est!on

2oesn’t ontra2!t t(at !2ea eause De’re tal5!n; (ere aout

oesn’t ontra2!t t(at !2ea eause De’re tal5!n; (ere aout

)roBen “fr!en2l!es3” Call u)on some of your )r!or su))orters

)roBen “fr!en2l!es3” Call u)on some of your )r!or su))orters

0e3;3 )ast osses4 an2 a ou)le of rat(er Dell-re2ent!ale2

e3;3 )ast osses4 an2 a ou)le of rat(er Dell-re2ent!ale2

outs!2ers an2 ole to;et(er an off!!al or sem!-off!!al

uts!2ers an2 ole to;et(er an off!!al or sem!-off!!al

A2B!sory 9oar2 of a (alf 2oenD(!( may suseGuently ;roD

2B!sory 9oar2 of a (alf 2oenD(!( may suseGuently ;roD

to tD!e t(at s!e3 (ere !s to e sure “PR Balue” (ere3 9ut

o tD!e t(at s!e3 (ere !s to e sure “PR Balue” (ere3 9ut

t(e lon;term 5ey !s to ta5e t(e 9oar2 Bery ser!ously2e fato

(e lon;term 5ey !s to ta5e t(e 9oar2 Bery ser!ously2e fato

a))o!nt t(em as your oa(es3 Alon; t(e Day you are also

))o!nt t(em as your oa(es3 Alon; t(e Day you are also

try!n; to onBert t(em !nto B!;orous sem!-)ul! sales)eo)le

ry!n; to onBert t(em !nto B!;orous sem!-)ul! sales)eo)le

for t(e )roetmoreoBer ea( of t(em 2outless (as an

or t(e )roetmoreoBer ea( of t(em 2outless (as an

!nBaluale netDor5 D(!( oul2 e of 2!ret or !n2!ret use to

nBaluale netDor5 D(!( oul2 e of 2!ret or !n2!ret use to

your Benture3

our Benture3

@'3'3 al5al5

.ou D !ll r!se or fall on you r )rese ntat!on s5!l ls3ou D!ll r!se or fall on your )resentat!on s5!lls3

=ean!n;

ean!n;

)resentat!ons of eBery flaBorfrom t(e $'-

)resentat!ons of eBery flaBorfrom t(e $'-

seon2 eleBator s)!el to t(e formal &-(our

eon2 eleBator s)!el to t(e formal &-(our



)resentat!on )resentat!ons to your team an2 to t(e

resentat!on )resentat!ons to your team an2 to t(e

9oar23 HoD 2o you eome a notaly ;oo2 )resenter:

oar23 HoD 2o you eome a notaly ;oo2 )resenter:

9y )resent!n; (en stu2y!n; t(e out)ut3 (en

y )resent!n; (en stu2y!n; t(e out)ut3 (en

)resent!n; some more an2 analy!n; some more3 oresent!n; some more an2 analy!n; some more3 o

)ursue your 2ream effet!Bely !s to )ursue sales

ursue your 2ream effet!Bely !s to )ursue sales

fullt!me !s to Dor5 your Day toDar2 )resentat!on

ullt!me !s to Dor5 your Day toDar2 )resentat!on

e6ellene3

6ellene3

@#3#3

L!sten!sten

, (aBe ar;ue2 elseD(ere t(at, (aBe ar;ue2 elseD(ere t(at

l!sten!n; !s anyone’s or any or;an!at!on’s )otent!al

!sten!n; !s anyone’s or any or;an!at!on’s )otent!al

“I#

I#

strate;! 2!fferent!ator3”

trate;! 2!fferent!ator3”

, mean !t (e ;oo2 neDs a la

, mean !t (e ;oo2 neDs a la

)resent!n; as ust 2!susse2* One an l!terally eome

resent!n; as ust 2!susse2* One an l!terally eome

D(at , all a “)rofess!onal l!stener3” (at !s one an

(at , all a “)rofess!onal l!stener3” (at !s one an

stu2y an2 )rat!e an2 !m)roBe3 (!s !s )art!ularly

tu2y an2 )rat!e an2 !m)roBe3 (!s !s )art!ularly

!m)ortant to )roet (am)!ons3 .ou are 2y!n; to tellm)ortant to )roet (am)!ons3 .ou are 2y!n; to tell

eBeryone you meet aout your fantast! )roet t(at’s

Beryone you meet aout your fantast! )roet t(at’s

;o!n; to turn t(e Dorl2 u)s!2e 2oDn3 Hene you ollar

o!n; to turn t(e Dorl2 u)s!2e 2oDn3 Hene you ollar

t(em an2 M ALK3

(em an2 M ALK3

No

o

No

o

No

o

0An osess!on D!t(4 L!sten!n; !s

An osess!on D!t(4 L!sten!n; !s

333 t(e ult!mate mar5 of

333 t(e ult!mate mar5 of

RESPEC

ESPEC

3

L!sten!n; !s 333 t(e (eart an2 soul of

!sten!n; !s 333 t(e (eart an2 soul of

En;a;ement 3

n;a;ement 3



K!n2ness3

!n2ness3





(ou;(tfulness3

(ou;(tfulness3

L!sten!n; !s 333 t(e as!s for true

!sten!n; !s 333 t(e as!s for true

Collaorat!on3

ollaorat!on3

L!sten!n; !s 333 t(e as!s for true

!sten!n; !s 333 t(e as!s for true

Partners(!)3

artners(!)3

L!sten!n; !s 333 a

!sten!n; !s 333 a

eam S)ort3

eam S)ort3

L!sten!n; !s 333 a

!sten!n; !s 333 a

FeBelo)ale ,n2!B!2ual S5!ll3

eBelo)ale ,n2!B!2ual S5!ll3

L!sten!n; !s 333 t(e as!s for

!sten!n; !s 333 t(e as!s for

Commun!ty3

ommun!ty3

L!sten!n; !s 333 t(e e2ro5 of

!sten!n; !s 333 t(e e2ro5 of

/o!nt >entures t(at Dor53

o!nt >entures t(at Dor53

L!sten!n; !s 333 t(e e2ro5 of

!sten!n; !s 333 t(e e2ro5 of

/o!nt >entures t(at ;roD3

o!nt >entures t(at ;roD3

L!sten!n; !s 333 t(e ore of

!sten!n; !s 333 t(e ore of

effet!Be Cross-funt!onal Comm un!at!on

ffet!Be Cross-funt!onal Comm un!at!on

0W(!( !s !n turn Attr !ute I# of

W(!( !s !n turn Attr !ute I# of

or;an!at!on effet!Beness34

or;an!at!on effet!Beness34

L!sten!n; !s 333 t(e en;!ne of

!sten!n; !s 333 t(e en;!ne of

su)er!or

u)er!or

EXEC+ ,ON

XEC+ ,ON

3

L!sten!n; !s 333 t(e 5ey to

!sten!n; !s 333 t(e 5ey to

ma5!n; t(e Sale3

a5!n; t(e Sale3

L!sten!n; !s 333 t(e 5ey to

!sten!n; !s 333 t(e 5ey to

Kee)!n; t(e Custom er’s 9us!ness3

ee)!n; t(e Custom er’s 9us!ness3

L!sten!n; !s 333!sten!n; !s 333

SerB!e3erB!e3



NetDor5 2eBelo)ment3

etDor5 2eBelo)ment3



NetDor5 ma!ntenane3

etDor5 ma!ntenane3



NetDor5 e6)ans!on3

etDor5 e6)ans!on3

L!sten!n; !s 333

!sten!n; !s 333

So!al NetDor5!n;’s “seret Dea)on3”

o!al NetDor5!n;’s “seret Dea)on3”

L!sten!n; !s 333

!sten!n; !s 333

Learn!n;3

earn!n;3

L!sten!n; !s 333 t(e

!sten!n; !s 333 t(e

s!ne Gua non of ReneDal3

!ne Gua non of ReneDal3


!sten!n; !s 333 t(e

s!ne Gua non of C reat!B!ty3

!ne Gua non of Creat!B!ty3


!sten!n; !s 333 t(e

s!ne Gua non o f ,nnoBat!on3

!ne Gua non o f ,nnoBat!on3

L!sten!n; !s 333 t(e ore of!sten!n; !s 333 t(e ore of

ta5!n; 2!Berse o)!n!ons a oar23a5!n; 2!Berse o)!n!ons aoar23

L!sten!n; !s 333

!sten!n; !s 333

Strate;y3

trate;y3

L!sten!n; !s 333

!sten!n; !s 333

Soure I# of “>alue-a22e23”

oure I# of “>alue-a22e23”

L!sten!n; !s 333

!sten!n; !s 333

F!fferent!ator I#3

!fferent!ator I#3

L!sten!n; !s 333

!sten!n; !s 333

Prof!tale3

rof!tale3

0 (e “R3O3,3” from l!sten!n; !s (!;(er t(an from any

(e “R3O3,3” from l!sten!n; !s (!;(er t(an from any

ot(er s!n;le at!B!ty34

ot(er s!n;le at!B!ty34

L!sten!n; !s M t(e e2ro5 D(!( un2er)!ns a

!sten!n; !s M t(e e2ro5 D(!( un2er)!ns a

Comm!tment to

omm !tment to

EXCELLENCE

XCELLENCE



“, alDays D r!te alDays D r!te

L,S EN’L,S EN’

onn

t(e a5 of m y (an2

(e a5 of m y (an2

efore a m eet!n;3”efore a m eet!n;3”

Soure* Deet B!eDe2 ^tom[)eters

oure* Deet B!eDe2 ^tom[)eters

@&3

&3

EXCELLENCEXCELLENCE

,f not D(at t(e (ell !s t(e )o!nt

,f not D(at t(e (ell !s t(e )o!nt

of all t(e a;ro t(at omes your Day:

f all t(e a;ro t(at omes your Day:



@?3

?3

WOW

OW

Re2u6* ,f not D(y ot(er:

Re2u6* ,f not D(y ot(er:

“

“

9e t(e est3 ,t ’s t(e only m ar5et t(at’s not roD2e23”

e t(e est3 ,t ’s t(e only m ar5et t(at’s not roD2e23”

eor;e W( al!n Reta!l Su)erstars* ,ns!2e t(e &7 9est ,n2e)en2ent Stores !n

eor;e W (al!n Reta!l Su)erstars* ,ns!2e t(e &7 9 est ,n2e)en2ent Stores !n

Amer!a

mer!a

0Re;ar2less of your us!ness or funt!onal s)e!altyrea2 t(!s4

Re;ar2less of your us!ness or funt!onal s)e!altyrea2 t(!s4

@@3

@3

PERS,S

ERS,S

,f !t’s !m)ortant an2 ontrar!an t(ere

,f !t’s !m)ortant an2 ontrar!an t(ere

D!ll e reBersal after reBersal after reBersal3 0,f !t’s not

!ll e reBersal after reBersal after reBersal3 0,f !t’s not

!m)ortant t(!n;s D!ll ;o smoot(ly(ene !f t(!n;s are

m)ortant t(!n;s D!ll ;o smoot(ly(ene !f t(!n;s are

;o!n; smoot(ly t(en D(at you are 2o!n; !s un!m)ortant33

o!n; smoot(ly t(en D(at you are 2o!n; !s un!m)ortant33

No 5!22!n;34 .ou must (an; !n3 0Some Da; sa!2o 5!22!n;34 .ou must (an; !n3 0Some Da; sa!2

“Suess omes to t(ose D(o are est at Plan 93’”

Suess omes to t(ose D(o are est at Plan 93’”

,n2ee234 (e stu)!2est statement , 5noD !s “KnoD D(en

n2ee234 (e stu)!2est statement , 5noD !s “KnoD D(en

to (ol2 em 5noD D(en to fol2 em3” (ere’s some trut(

o (ol2 em 5noD D(en to fol2 em3” (ere’s some trut(

!n !t re;ar2!n; tat!s3 9ut as to t(e ma!n eBent let me

n !t re;ar2!n; tat!s3 9ut as to t(e ma!n eBent let me

)ut !t su!ntly* No one ma5es !t !nto a (!story oo5

ut !t su!ntly* No one ma5es !t !nto a (!story oo5

D(o 5noDs D(en to fol2 em3” PER,OF3(o 5noDs D(en to fol2 em3” PER,OF3

CHANE3 CHANE AEN S3 #@' CHARAC ERS3

HANE3 CHANE AEN S3 #@' CHARAC ERS3

C(an;e a;entry* <or;et t(e Dor2 “enem!es3” <ous on"osess on M ALL,ES

(an;e a;entry* <or;et t(e Dor2 “enem!es3” <ous on"osess on M ALL,ES

3

9!; (an;e !s not aout f!;(t!n; t(e a2 ;uys3 ,t’s aout surroun2!n; t(em D!t( your

!; (an;e !s not aout f!;(t!n; t(e a2 ;uys3 ,t’s aout surroun2!n; t(em D!t( your



ont!nuously reru!te2 all!es

ont!nuously reru!te2 all!es

3

Suess at (an;e* 9u!l2!n; a stale of all!es3 <a!lure* P!ss!n; an2 moan!n; an2 )!5!n; f!;(ts3

uess at (an;e* 9u!l2!n; a stale of all!es3 <a!lure* P!ss!n; an2 moan!n; an2 )!5!n; f!;(ts3

C(an;e A;ent t!me 2!str!ut!on* 7'8 reru!t!n; All!es3 @'8 ten2!n; All!es3 #'8 ot(er3

(an;e A;ent t!me 2!str!ut!on* 7'8 reru!t!n; All!es3 @'8 ten2!n; All!es3 #'8 ot(er3

'8 f!;(t!n; enem!es

8 f!;(t!n; enem!es

3

C(an;e* All!es 2o not automat!ally rema!n all!es3 en2 t(em an2 2o NO NO NO ne;let t(emt(e

(an;e* All!es 2o not automat!ally rema!n all!es3 en2 t(em an2 2o NO NO NO ne;let t(emt(e

latter !s a ommon s!n3atter !s a ommon s!n3

C(an;e t(e @< Way* <!n2 a <elloD <rea5 <araDay3 0C(an;e a;ents nee2 )laymates an2 2!stant

(an;e t(e @< Way* <!n2 a <elloD <rea5 <araDay3 0C(an;e a;ents nee2 )laymates an2 2!stant

)lay)ens34

lay)ens34

C(an;e you Dant* ,t’s alrea2y (a))en!n; someD(ere3 <!n2 !t

(an;e you Dant* ,t’s alrea2y (a))en!n; someD(ere3 <!n2 !t

C(an;e !s aout en2 runsnot smas(-mout( )lun;e 2oDn t(e m!22le

(an;e !s aout en2 runsnot smas(-mout( )lun;e 2oDn t(e m!22le

3

All!es* Reru!t t(e Gu!et ones as mu( or more t(an t(e no!sy ones3

ll!es* Reru!t t(e Gu!et ones as mu( or more t(an t(e no!sy ones3

C(an;e* =a5!n; lou2 no!ses !s usually a loser’s strate;y3

(an;e* =a5!n; lou2 no!ses !s usually a loser’s strate;y3

C(an;e* Reru!t all!es & or ? leBels “2oDn” M D(ere t(e real Dor5 !s 2one an2 from D(!( t(e system

(an;e* Reru!t all!es & or ? leBels “2oDn” M D(ere t(e real Dor5 !s 2one an2 from D(!( t(e system

an e !n2!retly man!)ulate23

an e !n2!retly man!)ulate23

C(an;e* “Su5 2oDn” for suess3

(an;e* “Su5 2oDn” for suess3

C(an;e*

(an;e*

ALL,ES3 ALL,ES3 ALL,ES3 ALL,ES3 ALL,ES3 ALL,ES

LL,ES3 ALL,ES3 ALL,ES3 ALL,ES3 ALL,ES3 ALL,ES

3 0 (en

0 (en

more

ore

ALL,ES

LL,ES

34

4

C(an;e A;ents* Comm!t no m!nor s!ns3 Fon’t let t(e a2 ;uys f!n2 a narroD o)en!n; an2 r!n; you 2oDn

(an;e A;ents* Comm!t no m!nor s!ns3 Fon’t let t(e a2 ;uys f!n2 a narroD o)en!n; an2 r!n; you 2oDn

for tr!B!al reasons3

or tr!B!al reasons3

C(an;e A;ents* Kee) a !B!l ton;ue at all osts3

(an;e A;ents* Kee) a !B!l ton;ue at all osts3

C(an;e A;ents* L,S EN more t(an t(e tal53

(an;e A;ents* L,S EN more t(an t(e tal53

C(an;e A;ents* S)ea5 not !ll of t(!ne enem!es3 EBen to )als !n )r!Bate3 All t(e Dalls (aBe ears3

(an;e A;ents* S)ea5 not !ll of t(!ne enem!es3 EBen to )als !n )r!Bate3 All t(e Dalls (aBe ears3

C(an;e A;ents* No* C(arts an2 ;ra)(s3 ,nstea2* Femos3 Femos3 (en more 2emos3

(an;e A;ents* No* C(arts an2 ;ra)(s3 ,nstea2* Femos3 Femos3 (en more 2emos3

C(an;e* Suess !s more aout momentum aroun2 small D!ns t(an !t !s aout !; D!ns3

(an;e* Suess !s more aout momentum aroun2 small D!ns t(an !t !s aout !; D!ns3

C(an;e* En;a;e your all!es !n t(e 2es!;n )roesseBen !f !t !ntro2ues !m)ur!t!es3 (ey must <EEL

(an;e* En;a;e your all!es !n t(e 2es!;n )roesseBen !f !t !ntro2ues !m)ur!t!es3 (ey must <EEL

true oDners(!)3

rue oDners(!)3

#''8 of (an;e-t(at-Dor5s !s NON-l!near3

''8 of (an;e-t(at-Dor5s !s NON-l!near3

C(an;e* /oyfully let"enoura;e your all!es to ta5e #''8 re2!t for t(e small D!ns t(ey’re !nBolBe2 !n3

(an;e* /oyfully let"enoura;e your all!es to ta5e #''8 re2!t for t(e small D!ns t(ey’re !nBolBe2 !n3

Ser!ous (an;e !nlu2es a2 2ays a2 Dee5s a2 mont(s )er(a)s a2 years3

er!ous (an;e !nlu2es a2 2ays a2 Dee5s a2 mont(s )er(a)s a2 years3

C(an;e A;ents* Re-rea2 all ema!ls ? t!mes efore sen2!n;3

(an;e A;ents* Re-rea2 all ema!ls ? t!mes efore sen2!n;3

S= !s a marBel3 Fo NO s(ort(an;e fae-to-fae D!t( All!es3

= !s a marBel3 Fo NO s(ort(an;e fae-to-fae D!t( All!es3

C(an;e A;ents* Suessful small D!ns D!t( outs!2ers )roB!2e enormous street re23

(an;e A;ents* Suessful small D!ns D!t( outs!2ers )roB!2e enormous street re23

C(an;e A;ents* Prea(!n; to t(e (o!r !s ust f!ne3 ,f t(e memers of t(e (o!r

(an;e A;ents* Prea(!n; to t(e (o!r !s ust f!ne3 ,f t(e memers of t(e (o!r

)rea( to t(e!r (o!rs !t eomes a 333 =O>E=EN

rea( to t(e!r (o!rs !t eomes a 333 =O>E=EN



A))en2!6 ONE" F

))en2!6 ONE" F

om Peters’om Peters’

(e Proet Lea2ers(!)

(e Proet Lea2ers(!)

EXCELLENCE @&

XCELLENCE @&

P=, Lea2ers(!) ,nst!tute =eet!n; &'#@

=, Lea2ers(!) ,nst!tute =eet!n; &'#@

P(oen!6"&? Otoer &'#@

(oen!6"&? Otoer &'#@



(!s s)ee( Das a 2ream ome true3

(!s s)ee( Das a 2ream ome true3

Lon; a;o , ree!Be2 a C!B!l En;!neer!n;on; a;o , ree!Be2 a C!B!l En;!neer!n;

master’s 2e;ree from Cornell !n

aster’s 2e;ree from Cornell !n

“Construt!on =ana;ement3” (ou;( ,

Construt!on =ana;ement3” (ou;( ,

only )rat!e2 Bery r!efly 0!n >!etnam

nly )rat!e2 Bery r!efly 0!n >!etnam

as a +3S3 NaBy Seaee4 t(e to)! (as

s a +3S3 NaBy Seaee4 t(e to)! (as

alDays een near an2 2ear to my (eart3

lDays een near an2 2ear to my (eart3

,n )art!ularno sur)r!se, l!5e to

n )art!ularno sur)r!se, l!5e to

em)(as!e t(e “soft stuff” t(at 2r!Bes

m)(as!e t(e “soft stuff” t(at 2r!Bes

!m)lementat!onQ an2 D(!( !s !nBar!aly

m)lementat!onQ an2 D(!( !s !nBar!aly

m!ss!n; !n “(ar2 s!ene"en;!neer!n;”!ss!n; !n “(ar2 s!ene"en;!neer!n;”

stu2y3

tu2y3

(e Proet Lea2ers(!) EXCELLENCE @&


_



#3

3

Pol!t!s as nu!sane-2!strat!on Bs3

ol!t!s as nu!sane-2!strat!on Bs3

“Pol!t!s ,s L!fe

ol!t!s ,s L!fe

3 REL,SH ,t

EL,SH ,t

3”

”

&33 ,J T EJ Bs3J T EJ Bs3

EJJ TT ,JJ

3

?3

3

9uttone2 2oDn to a fault Bs3

uttone2 2oDn to a fault Bs3

“, am

m

a 2!s

!s

)enser

nser

of

f

ent(us!asm

nt(us!asm

3”

”

9en Zan2er

9en Zan2er

@3

3

“We 2on’t (aBe t!me for n!et!es” Bs3

We 2on’t (aBe t!me for n!et!es” Bs3

C,>,L, .3 ALWA.S3

,>,L, .3 ALWA.S3

73

3

“ (ere’s alDays some 2amn t(!n;” Bs3

(ere’s alDays some 2amn t(!n;” Bs3

L!Be for t(e ma2ness )er se3 0

!Be for t(e ma2ness )er se3 0

Ant!fra;!le

nt!fra;!le

N3N3

3N3

ale

ale

4

%3

3

“ (!s !s a t!me of enormous (an;e D(!( must e

(!s !s a t!me of enormous (an;e D(!( must e

reflete2 !n our Dor5” Bs3eflete2 !n our Dor5” Bs3

“ (e ;reatest(e ; reatest

s(ortom !n; of t(e (uman rae !s our

(ortom !n; of t(e (uman rae !s our

!na!l!ty

na!l!ty

to un2erstan2 t(e

o un2erstan2 t(e

e6

6

)onent!al

nent!al

funt!on

unt!on

3”

”

Alert 9artlett

lert 9artlett



781

781

ofof

effet!Be )roet

ffet!Be )roet

mana;ement !s

ana;ement !s

)ol!t!al masteryol!t!al mastery

9el!eBe !t

el!eBe !t




3

3

L!near!ty"“Daterfall” Bs3

!near!ty"“Daterfall” Bs3

Non-l!near!ty"!rular!ty"

Non-l!near!ty"!rular!ty"

(!;( tem)o-l!;(tn!n; fast “O3O3F3A3 Loo)s”"

!;( tem)o-l!;(tn!n; fast “O3O3F3A3 Loo)s”"

A,LE

,LE

3

3

3

Ste)-at-a-t!me Bs3

te)-at-a-t!me Bs3

“Femo or 2!e”"“Ser!ous Play”"

“Femo or 2!e”"“Ser!ous Play”"

“REAF

EAF

.3

3

<,RE

,RE

3 A,=

,=

3”

”

$3

3

O)t!m!st!-or-ust Bs3

)t!m!st!-or-ust Bs3

+NFER-)rom!se or ust3

+NFER-)rom!se or ust3

#'3

'3

,n t(e off!e Bs3

n t(e off!e Bs3

Out of t(e Off!e"No off!e3

Out of t(e Off!e"No off!e3

##3

#3

Nose to t(e ;r!n2stone Bs3

ose to t(e ;r!n2stone Bs3

“ “ (!s !s a lastas ool as !t ;ets3”(!s !s a lastas ool as !t ;ets3”

#&3

&3

=eet!n;s as )a!n-!n-t(e-utt Bs3

eet!n;s as )a!n-!n-t(e-utt Bs3

=eet!n; Lea2ers(!)

eet!n; Lea2ers(!)

OPPOR +N, .

PPOR +N, .

I#3

#?3

?3

Small lea2ers(!) !rle Bs3

mall lea2ers(!) !rle Bs3

,nlus!Be lea2ers(!) !rle3

,nlus!Be lea2ers(!) !rle3

#@3@3 <ormal ustomer-Ben2or relat!ons(!)s Bs3ormal ustomer-Ben2or relat!ons(!)s Bs3

“

“

No arr!ers”-fully !nte;rate2 )artners(!) D!t(

o arr!ers”-fully !nte;rate2 )artners(!) D!t(

ustomers-Ben2ors3

ustomers-Ben2ors3

#73

73

No 2!strat!ons )lease Bs3

o 2!strat!ons )lease Bs3

Welome to t(e A;e of SOC,AL 9+S,NESS

elome to t(e A;e of SOC,AL 9+S,NESS

3

(e Proet Lea2ers(!) EXCELLENCE @&(e Proet Lea2ers(!) EXCELLENCE @&

#%3 ,nformat!on as nee2e2 Bs3

%3 ,nformat!on as nee2e2 Bs3



W,LFL. “oBer”-ommun!ate D!t( E>ER.ONE3

,LFL. “oBer”-ommun!ate D!t( E>ER.ONE3

#3 Conf!2ent!al!ty often neessary Bs3

3 Conf!2ent!al!ty often neessary Bs3

Conf!2ent!al!ty $$8 nonsense",nform eBeryone

onf!2ent!al!ty $$8 nonsense",nform eBeryone

of eBeryt(!n;3

f eBeryt(!n;3

#3 Ema!l",=

3 Ema!l",=

Bs3

s3

<ACE

ACE

- O

O

-<ACE

ACE

"

freGuent-flyer m!les" “loal SerB!es” ma!nstay3

reGuent-flyer m!les" “loal SerB!es” ma!nstay3

#$3 OBer-s(e2ule2 Bs3

$3 OBer-s(e2ule2 Bs3

7'8 uns(e2ule2 t!me3

7'8 uns(e2ule2 t!me3

&'3 Latest te( Bs3'3 Latest te( Bs3 Pa)er (e5l!st3Pa)er (e5l!st3

&#3 Lun( D!t( ollea;ues"Lun( as res)!te Bs3

#3 Lun( D!t( ollea;ues"Lun( as res)!te Bs3

L+NCH

+NCH

as I# NetDor5!n; O))ortun!ty3

as I# NetDor5!n; O))ortun!ty3

&&3 Su5

&3 Su5

+P for Suess Bs3

P for Suess Bs3

Su5u5

FOWNOWN

for Suess3for Suess3

&?

?

3 <en2 off enem!es Bs3

<en2 off enem!es Bs3

reru!t an2 nurture M

reru!t an2 nurture M

ALL,ES

LL,ES

ALL,ES

LL,ES

=ORE

ORE

3

&@3 S!los are !neB!tale Bs3@3 S!los are !neB!tale Bs3 ,N ENS,>EL. =ANAEF,N ENS,>EL. =ANAEF

“X<X”"

X<X”"

Cross-<unt!onal eXellene3

ross-<unt!onal eXellene3



&73 Not our fault Bs

73 Not our fault Bs

3 W,LFL. oBer-res)on2 to sreD-

W,LFL. oBer-res)on2 to sreD-

u)s"

)s"

A)olo;y as Relat!ons(!) 9u!l2!n; =a!nstay3)olo;y as Relat!ons(!) 9u!l2!n; =a!nstay3

&%3 Reo;n!t!on-as-2eserBe2 Bs3

%3 Reo;n!t!on-as-2eserBe2 Bs3

Constant

onstant

RECON, ,ON es

ECON, ,ON es

)e!all

!all

y for “l!ttle

for “l!ttle

stuff”"Celerate-eBer

tuff”"Celerate-eBer

y-2amn-m!lestone

2amn-m!lestone

-

!ma

ma

;!nale ma5e ’em u

nale ma5e ’em u

) !f nee2 e"

!f nee2 e"

“ “9!; =o” rules!; =o” rules3

&3 al5 Bs3

3 al5 Bs3

L,S EN

,S EN

"L!sten!n;-as-Strate;! ool I#

L!sten!n;-as-Strate;! ool I#

&3 “Here’s t(e 2eal” Bs3

3 “Here’s t(e 2eal” Bs3

“WHA FO .O+ H,NK:”

“WHA FO .O+ H,NK:”

&$3 “We Dant )eo)le D(o 5noD D(at t(ey are 2o!n;”

$3 “We Dant )eo)le D(o 5noD D(at t(ey are 2o!n;”

Bs3s3

“

“

We Dant )eo)le D!t( an !nsat!ale t(!rst for

e Dant )eo)le D!t( an !nsat!ale t(!rst for

;roDt(3”

roDt(3”

?'3 ,f (!re ;oo2 fol5s l!ttle nee2 for tra!n!n; Bs3

'3 ,f (!re ;oo2 fol5s l!ttle nee2 for tra!n!n; Bs3

RA,N,N

RA,N,N

,N>ES =EN

N>ES =EN

I

I

#

?#3 No!s Bs3#3 No!s Bs3 u!et ,ntroBerts are roalJu!et ,ntroBerts are roal

(e Proet Lea2ers(!) EXCELLENCE @&(e Proet Lea2ers(!) EXCELLENCE @&



?&3 “=!llenn!als are 2!fferent” Bs3

&3 “=!llenn!als are 2!fferent” Bs3

=!llenn!als Dant stuff

=!llenn!als Dant stuff

smart “)eo)le #st om)an!es” 0e3;3 >!r;!n

mart “)eo)le #st om)an!es” 0e3;3 >!r;!n

Sout(Dest4

out(Dest4

(aBe een ;!B!n; non-m!llenn!als for 2ea2es3aBe een ;!B!n; non-m!llenn!als for 2ea2es3

??3 Su)erB!sors are #st an2 foremost )a!2 to

?3 Su)erB!sors are #st an2 foremost )a!2 to

“

“

5ee) on to) of t(!n;s” Bs3

ee) on to) of t(!n;s” Bs3

Su)erB!sors are !n t(e “)eo)le 2eBelo)ment

u)erB!sors are !n t(e “)eo)le 2eBelo)ment

us!ness3”

us!ness3”

?@3 9osses a!m to “(el) )eo)le e suessful” Bs3@3 9osses a!m to “(el) )eo)le e suessful” Bs3

9OSSES

OSSES

HELP

ELP

PEOPLE

EOPLE

ROW

ROW

0&'#@* “roD or 2!e3”"Hol2s on eBen 9R,E< )roets4

&'#@* “roD or 2!e3”"Hol2s on eBen 9R,E< )roets4

?73 L!eutenants V a)ta!ns V maors Bs3

73 L!eutenants V a)ta!ns V maors Bs3

Ser;eants ser;eants ser;eants3

er;eants ser;eants ser;eants3

?%3 “en2er alane” an !m)ortant ;oal Bs3

%3 “en2er alane” an !m)ortant ;oal Bs3

WO=EN

O=EN

ARE

RE

HE

HE

9ES

ES

LEAFERS

EAFERS

3

0An2 usually )r!mary en2-users34

An2 usually )r!mary en2-users34





?3 Conentrat!on"“no nonsense”

3 Conentrat!on"“no nonsense”

Bs3

Bs3

Fay2ream!n;"REAF,N"“<rea5 <r!2ays3”

ay2ream!n;"REAF,N"“<rea5 <r!2ays3”

?3 Ka!en Bs3

3 Ka!en Bs3

WOWOW-!f!at!on!f!at!on

?$3 Fes!;n !s “!m)ortant” Bs3

$3 Fes!;n !s “!m)ortant” Bs3

“.ou 5noD a 2es!;n !s

“.ou 5noD a 2es!;n !s

;oo2

oo2

D(en you Dant to l!5 !t3” SteBe /os

(en you Dant to l!5 !t3” SteBe /os

0A)))lee TT E66on66on4

@'3 =!n!m!e “ Ws” Bs3

'3 =!n!m!e “ Ws” Bs3

=a6!m!e

a6!m!e

R

R

s

3

@#3 =a5e a 2amn ;oo2 )ro2ut Bs3

#3 =a5e a 2amn ;oo2 )ro2ut Bs3

oo2 )ro2ut PL+S

oo2 )ro2ut PL+S

;reatly en(ane t(e

reatly en(ane t(e

“,N ERA EF

N ERA EF

SER>,CES

ER>,CES

EN>ELOPE

N>ELOPE

3”

”

@&3 “oo2 Dor5” Bs3

&3 “oo2 Dor5” Bs3

EXCELLENCE

XCELLENCE!!

A))en2!6 WO" F))en2!6 WO" F

ett!n; (!n;s Fone* Commentary on FaB!2 O3

ett!n; (!n;s Fone* Commentary on FaB!2 O3



SteDart’s

teDart’s

HE S+==ER O<HE S+= =ER O<

#* HE =EN

* HE =EN

W HO ,N>EN EFHO ,N>EN EF

HE

HE

CONS , + ,ON

ONS , + ,ON

om Peters"'@'$3'

om Peters"'@'$3'



W(at 2oes t(e +3S3 Const!tut!onal

(at 2oes t(e +3S3 Const!tut!onal

ConBent!on of # (aBe to tea( youonBent!on of # (aBe to tea( you

an2 me !n t(e A;e of t(e ,nternet

n2 me !n t(e A;e of t(e ,nternet

aout !m)lement!n; our Dee )et

out !m)lement!n; our Dee )et

)roet: A lot ,’ll ar;ue3 W(et(er t(e

roet: A lot ,’ll ar;ue3 W(et(er t(e

to)! !s mun2ane or ;ran2 an2

o)! !s mun2ane or ;ran2 an2

D(et(er t(e 2ate !s # or &'#% t(e

(et(er t(e 2ate !s # or &'#% t(e

“essent!al (uman as!s of

essent!al (uman as!s of

!m)lementat!on” are e6atly t(e same

m)lementat!on” are e6atly t(e same

an2 oBerloo5!n; t(em !s t(e

an2 oBerloo5!n; t(em !s t(e

un!Bersal ause of fa!lure3 So lets loo5n!Bersal ause of fa!lure3 So lets loo5

at t(e “l!ttle” “(uman lessons” t(at

t t(e “l!ttle” “(uman lessons” t(at

un2er)!nne2 t(e reat!on of t(!s

n2er)!nne2 t(e reat!on of t(!s

monumental 2oument M

onumental 2oument M

e n n; momen 3 e Dar a;a ns e r s a o a y en e D e rea y o ar s3 u ) ra es

n n; momen 3 e Dar a;a ns e r s a o a y en e D e rea y o ar s3 u ) ra es

st!ll )l!e2 t(e seas sant!one2 y t(e 9r!t!s( (arass!n; Amer!an ommere3 (e loose nature of our

t!ll )l!e2 t(e seas sant!one2 y t(e 9r!t!s( (arass!n; Amer!an ommere3 (e loose nature of our

foun2!n; Art!les

oun2!n; Art!les

of Confe2erat!on ma2e any o(erent res)onse !m)oss!le3 C(aos an2 las(!n; self-!nterest (a2

f Confe2erat!on ma2e any o(erent res)onse !m)oss!le3 C(aos an2 las(!n; self-!nterest (a2

a2Bane2

2Bane2

to t(e )o!nt t(at seBeral states Dere !n2e)en2ently )ursu!n; all!anes an2 treat!es D!t( a Bar!ety of

o t(e )o!nt t(at seBeral states Dere !n2e)en2ently )ursu!n; all!anes an2 treat!es D!t( a Bar!ety of

Euro)ean reat PoDers3 Pra;mat! lea2ers from Bar!ous states meet!n; !nformally 2e!2e2 t(at t(e

uro)ean reat PoDers3 Pra;mat! lea2ers from Bar!ous states meet!n; !nformally 2e!2e2 t(at t(e



t!me

!me

(a2 ome to “2o somet(!n; 2amn near anyt(!n;” aout t(e ;roD!n; anar(y t(at also !nlu2e2 t(e

a2 ome to “2o somet(!n; 2amn near anyt(!n;” aout t(e ;roD!n; anar(y t(at also !nlu2e2 t(e

r!se

!se

of B!olent loal m!l!t!as3 Hene t(e ConBent!on sta;;ere2 to or2er D!t( some ent(us!asm a lot of

f B!olent loal m!l!t!as3 Hene t(e ConBent!on sta;;ere2 to or2er D!t( some ent(us!asm a lot of

frustrat!on D!t( Bar!ous )art!es ta5!n; !t ser!ouslyor notQ an2 as alDays !n (uman affa!rs an!mate2

rustrat!on D!t( Bar!ous )art!es ta5!n; !t ser!ouslyor notQ an2 as alDays !n (uman affa!rs an!mate2

)r!mar!ly y narroD !rreon!lale ;eo;ra)(!-ommer!al-)ersonal !nterests3r!mar!ly y narroD !rreon!lale ;eo;ra)(!-ommer!al-)ersonal !nterests3

(at !s as useful an2 en2ur!n; an2 “!ns)!r!n;” an2 “eart(-s(a5!n;”as t(e “)ro2ut” 0+3S3 Const!tut!on4

(at !s as useful an2 en2ur!n; an2 “!ns)!r!n;” an2 “eart(-s(a5!n;”as t(e “)ro2ut” 0+3S3 Const!tut!on4

turne2 out to e !n (!n2s!;(t t(e )roess of !ts !rt( an2 t(e )layers !nBolBe2 not all Was(!n;tons an2

urne2 out to e !n (!n2s!;(t t(e )roess of !ts !rt( an2 t(e )layers !nBolBe2 not all Was(!n;tons an2

<ran5l!ns y a lon; s(ot Das as messy an2 sla)2as( as !s t(e ase !n t(e ommon)lae (!story of

ran5l!ns y a lon; s(ot Das as messy an2 sla)2as( as !s t(e ase !n t(e ommon)lae (!story of

(uman affa!rs3 All of t(!s !s 2esr!e2 D!t( noBel!st! !ntens!ty !n

uman affa!rs3 All of t(!s !s 2esr!e2 D!t( noBel!st! !ntens!ty !n

(e Summer of #* (e =en W(o

(e Summer of #* (e =en W(o

,nBente2 t(e Const!tut!on

nBente2 t(e Const!tut!on

y FaB!2 O3 SteDart3 W(at so a)t!Bate2 me aout t(!s “fast-)ae2 narrat!Be” ;!Ben my )rofess!onal

y FaB!2 O3 SteDart3 W(at so a)t!Bate2 me aout t(!s “fast-)ae2 narrat!Be” ;!Ben my )rofess!onal

!nterests Das t(at so ;ran2 a result 0!n retros)etno atten2ee eset y P(!la2el)(!a’s la5 fl!es

nterests Das t(at so ;ran2 a result 0!n retros)etno atten2ee eset y P(!la2el)(!a’s la5 fl!es

an2

n2

!n many ases Dorry!n; aout )ersonal f!nanes 2eter!orat!n; “a5 (ome” Doul2 (aBe !ma;!ne2 t(e

n many ases Dorry!n; aout )ersonal f!nanes 2eter!orat!n; “a5 (ome” Doul2 (aBe !ma;!ne2 t(e

Holy Aura t(at Das later attr!ute2 to t(e ;at(er!n;4 (a2 emer;e2 from su( ;ar2en Bar!ety (uman

oly Aura t(at Das later attr!ute2 to t(e ;at(er!n;4 (a2 emer;e2 from su( ;ar2en Bar!ety (uman

D(eel!n;

(eel!n;

an2 2eal!n; D!t( (ane )aramount t(e role of 9la5 <l!es not to e un2er-est!mate2 an2 t(e loD an2

n2 2eal!n; D!t( (ane )aramount t(e role of 9la5 <l!es not to e un2er-est!mate2 an2 t(e loD an2

loat(some )lay!n; almost as !; a role as t(e est an2 r!;(test !n t(e nat!on’s (!story3

oat(some )lay!n; almost as !; a role as t(e est an2 r!;(test !n t(e nat!on’s (!story3

rut( !s t(!s oo5 (as (an;e2 my )rofess!onal l!fe3 (at !s !t (as rem!n2e2 me of t(e “true as!s” of

rut( !s t(!s oo5 (as (an;e2 my )rofess!onal l!fe3 (at !s !t (as rem!n2e2 me of t(e “true as!s” of

(uman a(!eBement;ran2 an2 mun2ane al!5e3 We may tal5 easelessly aout “;loal!at!on” an2 “lue

uman a(!eBement;ran2 an2 mun2ane al!5e3 We may tal5 easelessly aout “;loal!at!on” an2 “lue

oeans” an2 “2!sru)t!Be !nnoBat!on” an2 “ran2 you” ut De err, errD(en t(ese (!;( falut!n’ terms

eans” an2 “2!sru)t!Be !nnoBat!on” an2 “ran2 you” ut De err, errD(en t(ese (!;( falut!n’ terms

2!strat us from assess!n; an2 s(ar)en!n; t(e tools t(at are t(e true e2ro5 of t(e true y)ro2ut of

!strat us from assess!n; an2 s(ar)en!n; t(e tools t(at are t(e true e2ro5 of t(e true y)ro2ut of

or;an!at!onal an2 !n2!B!2ual l!fe!3e3 M ;ett!n; t(!n;s 2one or “ F” as one of my )ra;mat! Stanfor2

r;an!at!onal an2 !n2!B!2ual l!fe!3e3 M ;ett!n; t(!n;s 2one or “ F” as one of my )ra;mat! Stanfor2

)rofessors alle2 !t3 <or !t !s !nBar!aly t(e fa!lures on t(e “ F F!mens!on” not t(e fa!lures of “B!s!on”rofessors alle2 !t3 <or !t !s !nBar!aly t(e fa!lures on t(e “ F F!mens!on” not t(e fa!lures of “B!s!on”

or “strate;y” t(at lea2 to t(er Gua;m!re !n ,raG or t(e sreDe2-u) !m)lementat!on of a us!ness-

r “strate;y” t(at lea2 to t(er Gua;m!re !n ,raG or t(e sreDe2-u) !m)lementat!on of a us!ness-

)roess )roet3 ,n t(e en2 “!t”mana;ement l!fe!s all aout (uman fo!les all aout F all aout

roess )roet3 ,n t(e en2 “!t”mana;ement l!fe!s all aout (uman fo!les all aout F all aout

you an2 me “mu22l!n; t(rou;(” to

ou an2 me “mu22l!n; t(rou;(” to

!n( t(e )ersonal or or;an!at!onal Dorl2 alon; anot(er m!ll!meter or tDo3

n( t(e )ersonal or or;an!at!onal Dorl2 alon; anot(er m!ll!meter or tDo3

So !n t(!s !nstane t(e 2raft!n; of t(e Const!tut!on Amer!a’s most !m)ortant (our-summer De see

o !n t(!s !nstane t(e 2raft!n; of t(e Const!tut!on Amer!a’s most !m)ortant (our-summer De see

t(rou;( an eletron m!roso)e 0

(rou;( an eletron m!roso)e 0

(e Summer of #

(e Summer of #

4 an at of F 2r!Ben y t(e fators-”stuff” t(at

an at of F 2r!Ben y t(e fators-”stuff” t(at

really matter !n t(e eBer-elus!Be “real Dorl2”D(!( s(oul2 e t(e fo22er for “mana;ement ;urus”

eally matter !n t(e eBer-elus!Be “real Dorl2”D(!( s(oul2 e t(e fo22er for “mana;ement ;urus”

attem)t!n; to e of some (el) to t(ose ;o!n; aout t(e!r 2ay to 2ay affa!rs so mu( more often

ttem)t!n; to e of some (el) to t(ose ;o!n; aout t(e!r 2ay to 2ay affa!rs so mu( more often

mun2ane t(an ;ran23

un2ane t(an ;ran23

Horse tra2!n; an2 2eals stru5

orse tra2!n; an2 2eals stru5



!n t(e s(a2oDy orners of )us

n t(e s(a2oDy orners of )us

Das 0mostly4 t(e or2er of t(e 2ay3

as 0mostly4 t(e or2er of t(e 2ay3

(e )ursu!t of )rat!al “unfa!r” re;!onal

(e )ursu!t of )rat!al “unfa!r” re;!onal

eonom! a2Banta;e not astrat “t(eor!es of

onom! a2Banta;e not astrat “t(eor!es of

;oBernment” Das t(e 2eterm!n!n; fator !n most

oBernment” Das t(e 2eterm!n!n; fator !n most

2el!erat!onsQ for !nstane 2eals stru5 etDeen

el!erat!onsQ for !nstane 2eals stru5 etDeen

small states see5!n; lout an2 eonom! suessmall states see5!n; lout an2 eonom! suess

an2 Sout( Carol!na 5e)t slaBery al!Be3 0See also for

n2 Sout( Carol!na 5e)t slaBery al!Be3 0See also for

e6am)le

6am)le

An Eo nom ! ,nter)retat!on of t(e

n Eonom ! ,nter)retat!on of t(e

Const!tut!on of t(e +n!te2 States

onst!tut!on of t(e +n!te2 States

y C(arles 9ear234

y C(arles 9ear234

(ere Dere ;a)!n; (oles !n t(e 2oument su( as (ere Dere ;a)!n; (oles !n t(e 2oument su( as

t(e ont!nuat!on of slaBery 0!t too5 t(e C!B!l War @

(e ont!nuat!on of slaBery 0!t too5 t(e C!B!l War @

years later to sort t(!n;s out4 an2 t(e ;loss!n; oBer

ears later to sort t(!n;s out4 an2 t(e ;loss!n; oBer

of !ssues of !t!ens’ r!;(ts3 0 o e sure

f !ssues of !t!ens’ r!;(ts3 0 o e sure

suseGuently 2ealt D!t( y t(e f!rst #' amen2ments34

useGuently 2ealt D!t( y t(e f!rst #' amen2ments34

“=u22l!n; t(rou;(”

=u22l!n; t(rou;(”

or “sat!sf!!n;” Das Bery

or “sat!sf!!n;” Das Bery

mu( t(e onstant state of affa!rs3 0“=u22l!n; t(rou;(”

u( t(e onstant state of affa!rs3 0“=u22l!n; t(rou;(”



a term o!ne2 y .ale )ol!t!al s!ent!st C(arles

term o!ne2 y .ale )ol!t!al s!ent!st C(arles

L!n2lom3 “Sat!sf!!n;” 2o!n; a sat!sfatory o ase2

!n2lom3 “Sat!sf!!n;” 2o!n; a sat!sfatory o ase2

on real Dorl2 om)l!at!ons D(!( ause su-o)t!mal

n real Dorl2 om)l!at!ons D(!( ause su-o)t!mal

results Das a Dor2 o!ne2 y Herert S!mon for D(!(esults Das a Dor2 o!ne2 y Herert S!mon for D(!(

(e Don a Noel Pr!e !n eonom!s34

e Don a Noel Pr!e !n eonom!s34

Lu5 Das (ere as eBeryD(ere essent!al3 At one

Lu5 Das (ere as eBeryD(ere essent!al3 At one

)o!nt as 2el!erat!ons on t(e most !m)ortant an2

o!nt as 2el!erat!ons on t(e most !m)ortant an2

ontent!ous to)! of )ro)ort!onal re)resentat!on

ontent!ous to)! of )ro)ort!onal re)resentat!on

om)letely o;;e2 2oDn /uly @ )o))e2 u) on t(e

om)letely o;;e2 2oDn /uly @ )o))e2 u) on t(e

alen2ar t(rou;( s(eer lu53 =any of t(e 2ele;ates Dere

alen2ar t(rou;( s(eer lu53 =any of t(e 2ele;ates Dere

ReBolut!onary War Beterans an2 t(e e(n!olor memory

eBolut!onary War Beterans an2 t(e e(n!olor memory

of t(e !ntens!ty an2 2urat!on an2 )ass!ons of t(e

f t(e !ntens!ty an2 2urat!on an2 )ass!ons of t(e

stru;;le Das an e6traor2!nary mot!BatorQ )ett!ness Das

tru;;le Das an e6traor2!nary mot!BatorQ )ett!ness Das

)us(e2 sl!;(tly an2 r!efly as!2e an2 t(e lo;am Dasus(e2 sl!;(tly an2 r!efly as!2e an2 t(e lo;am Das

ro5en u) !n fa!rly s(ort or2er3

ro5en u) !n fa!rly s(ort or2er3

P(!lly’s famous summer

P(!lly’s famous summer

la5 fl!es

)laye2 a role

)laye2 a role

lea2!n; to 2!s)!r!te2 att!tu2es sess!ons ut s(ort an2

ea2!n; to 2!s)!r!te2 att!tu2es sess!ons ut s(ort an2

t(e l!5e3

(e l!5e3

“S(oD!n; u)” Das t(e I#

S(oD!n; u)” Das t(e I#



“rule of suess3”

rule of suess3”

Only ## of #? states

Only ## of #? states

ot(ere2 to atten2 t(e ConBent!onR(o2e ,slan2

ot(ere2 to atten2 t(e ConBent!onR(o2e ,slan2

neBer sent 2ele;ates NeD Ham)s(!re’s arr!Be2 tDoeBer sent 2ele;ates NeD Ham)s(!re’s arr!Be2 tDo

mont(s late an2 NeD .or5’s fol5s neBer s(oDe2 u)

ont(s late an2 NeD .or5’s fol5s neBer s(oDe2 u)

!n numers enou;( to amount to a Guorum3 OBerall

n numers enou;( to amount to a Guorum3 OBerall

only ?' of %' off!!al 2ele;ates Dere normally !n

nly ?' of %' off!!al 2ele;ates Dere normally !n

atten2ane(ene one soul of D(ateBer

tten2ane(ene one soul of D(ateBer

2esr!)t!on sa!nt or soun2rel oul2 an2 2!2 ma5eesr!)t!on sa!nt or soun2rel oul2 an2 2!2 ma5e

a (elluBa 2!fferene t!me an2 t!me a;a!n3

(elluBa 2!fferene t!me an2 t!me a;a!n3

Fes)!te t(e (ar2s(!)s eor;e Was(!n;ton Das

Fes)!te t(e (ar2s(!)s eor;e Was(!n;ton Das

almost s!n;ular for “s(oD!n; u)” not m!ss!n; a

lmost s!n;ular for “s(oD!n; u)” not m!ss!n; a

2ay t(ou;( as )res!2!n; off!er (e sel2om s)o5e3

ay t(ou;( as )res!2!n; off!er (e sel2om s)o5e3

H!s ma;!ster!al )resene )er se Das a far more!s ma;!ster!al )resene )er se Das a far more

!m)ortant ontr!ut!on t(an (!s !2easan2 (!s

m)ortant ontr!ut!on t(an (!s !2easan2 (!s

astoun2!n; 2emonstrat!on y (!s ons!stent

stoun2!n; 2emonstrat!on y (!s ons!stent

)resene of t(e !m)ortane of turn!n; out

resene of t(e !m)ortane of turn!n; out

somet(!n;

omet(!n;

saBe2 t(e 2ay on seBeral r!t!al

saBe2 t(e 2ay on seBeral r!t!al

=oney !n t(e an5 or t(e asene t(ereof3

=oney !n t(e an5 or t(e asene t(ereof3



=any of t(e 2ele;ates Dere !n less t(an roust

any of t(e 2ele;ates Dere !n less t(an roust

f!nan!al s(a)eQ (ene t(ey Dere ont!nually

!nan!al s(a)eQ (ene t(ey Dere ont!nually

2!strate2 y (aB!n; to (urry (ome 0no small t(!n;!strate2 y (aB!n; to (urry (ome 0no small t(!n;

!n #4 an2 !nfluene2 y t(e!r )ere!Be2 nee2 to

n #4 an2 !nfluene2 y t(e!r )ere!Be2 nee2 to

“;et t(!s 2amn t(!n; oBer D!t(3” =any an !m)ortant

;et t(!s 2amn t(!n; oBer D!t(3” =any an !m)ortant

lause Das reta!ne2 or e6!se2 eause memers

lause Das reta!ne2 or e6!se2 eause memers

Dere mot!Bate2 to ut 2el!erat!ons s(ort an2

ere mot!Bate2 to ut 2el!erat!ons s(ort an2

“;et on D!t( !t efore my re2!tors forelose3”;et on D!t( !t efore my re2!tors forelose3”

RaD numers of 2ele;ates ;reatly !nfluene2

RaD numers of 2ele;ates ;reatly !nfluene2

t(e outome3 Wee FelaDare (a2 f!Be 2ele;ates

(e outome3 Wee FelaDare (a2 f!Be 2ele;ates

only four states (a2 moreQ (ene 0Dee4 FelaDare

nly four states (a2 moreQ (ene 0Dee4 FelaDare

)roB!2e2 an “unfa!r s(are” of Darm o2!es on t(eroB!2e2 an “unfa!r s(are” of Darm o2!es on t(e

omm!ttees t(at ontrolle2 t(e outome !n most

omm!ttees t(at ontrolle2 t(e outome !n most

!nstanes3

nstanes3

“Han;!n; !n”

Han;!n; !n”

!n )er se as usual ounte2 !;

!n )er se as usual ounte2 !;

t!me* “Lesser 5noDn f!;ures ste))e2 forDar2 an2

!me* “Lesser 5noDn f!;ures ste))e2 forDar2 an2



arr!e2 t(e anner for t(e small states3 W(at t(ey

arr!e2 t(e anner for t(e small states3 W(at t(ey

la5e2 !n re)utat!on or talent t(ey ma2e u) D!t(

a5e2 !n re)utat!on or talent t(ey ma2e u) D!t(

tena!ty3” 0“Suess seems to e lar;ely a matter of

ena!ty3” 0“Suess seems to e lar;ely a matter of

(an;!n; on after ot(ers (aBe let ;o3” W!ll!am <eat(er

an;!n; on after ot(ers (aBe let ;o3” W!ll!am <eat(er

aut(or4

ut(or4

Wor5!n; u) early “f!rst 2rafts” rou;(t to t(e

Wor5!n; u) early “f!rst 2rafts” rou;(t to t(e

onlaBe (a2 ;reat !m)atQ t(at !s ot(ers Dere

onlaBe (a2 ;reat !m)atQ t(at !s ot(ers Dere

automat!ally !n a res)ons!Be mo2e an2 !n!t!at!Be Dent

utomat!ally !n a res)ons!Be mo2e an2 !n!t!at!Be Dent

to t(e 2rafters3o t(e 2rafters3

Annoy!n; )ersonal!ty tra!ts Dere of t(e utmost

Annoy!n; )ersonal!ty tra!ts Dere of t(e utmost

!m)ortane3 <or e6am)le =arylan2’s Lut(er =art!n Das

m)ortane3 <or e6am)le =arylan2’s Lut(er =art!n Das

left off all t(e !m)ortant omm!ttees eause (e (a2 a

eft off all t(e !m)ortant omm!ttees eause (e (a2 a

re)utat!on for “omast” an2 e!n; “D!n2y”an2 D(o

e)utat!on for “omast” an2 e!n; “D!n2y”an2 D(o

Dants a D!n2y ;uy !n a t!ny omm!ttee room D!t( t(e

ants a D!n2y ;uy !n a t!ny omm!ttee room D!t( t(e

D!n2oDs lose2 for seur!ty reasons !n P(!la2el)(!a !n

!n2oDs lose2 for seur!ty reasons !n P(!la2el)(!a !n

Au;ust D!t( t(e 2amn la5 fl!es aus!n; t(e!r )a!nful

u;ust D!t( t(e 2amn la5 fl!es aus!n; t(e!r )a!nful

!tes D!t( l!n;er!n; aftereffets3 0We (aBe “la5 fly

!tes D!t( l!n;er!n; aftereffets3 0We (aBe “la5 fly

season” !n >ermonttrust me t(ey are aDful easts34

eason” !n >ermonttrust me t(ey are aDful easts34

Presentat!on s5!lls ;oo2 an2 a2 an2 me2!ore

Presentat!on s5!lls ;oo2 an2 a2 an2 me2!ore

also (a2 startl!n; !m)at3lso (a2 startl!n; !m)at3



“LESSER KNOWN

ESSER KNOWN

<,+RES S EPPEF,+RES S EPPEF

<ORWARF ANF CARR,EF

ORWARF ANF CARR,EF

HE 9ANNER <OR HE

HE 9ANNER <OR HE

S=ALL S A ES3 WHA

=ALL S A ES3 WHA

HE. LACKEF ,N

HE. LACKEF ,N

REP+ A ,ON OREP+ A ,ON OR

ALEN HE. =AFE +P

ALEN HE. =AFE +P

W, H ENAC, .3”

, H ENAC, .3”

, ne!t(er onten2 t(at ConBent!on’s an!mat!n; !2eas- ne!t(er onten2 t(at ConBent!on’s an!mat!n; !2eas-

!2eals )er se Dere of sant !m)ortane nor t(at t(e

2eals )er se Dere of sant !m)ortane nor t(at t(e

)resene of Was(!n;ton =a2!son <ran5l!n et al3 Das

resene of Was(!n;ton =a2!son <ran5l!n et al3 Das



of no !m)ort3

f no !m)ort3

9ut , 2o Bo!ferously onten2 t(at

ut , 2o Bo!ferously on ten2 t(at

mun2 ane Bar!ales su( as t(ose enum erate2 aoBe

un2ane Bar!ales su( as t(ose enum erate2 aoBe

s(a)e2 t(e ;reat 2oum ent far more t(an most real !e

(a)e2 t(e ;re at 2oument far more t(an m ost real !e

t(ey D ere !n fat 2eterm!n!n; more o ften t(an not3t(ey Dere !n fat 2eterm !n!n; m ore often t(an not3

<ae !t “)eo)le D!ll e )eo)le” e;o an2 fra!lt!es an2

ae !t “)eo)le D!ll e )eo)le” e;o an2 fra!lt!es an2

self-!nterest alDays lur5!n; or on sta;e no matter

elf-!nterest alDays lur5!n; or on sta;e no matter

(oD ;ran2 t(e oas!on suseGuently )roBes to (aBe

oD ;ran2 t(e oas!on suseGuently )roBes to (aBe

een3 ,n fat ol2-fas(!one2

een3 ,n fat ol2-fas(!one2 (an;oBers

Dere )roaly

Dere )roaly

of more t(an )ass!n; !m)ortane to our ;lor!ous

f more t(an )ass!n; !m)ortane to our ;lor!ous

2oument3 SteDart re)orts t(at at one eBen!n;

oument3 SteDart re)orts t(at at one eBen!n;

;at(er!n; of most of t(e 2ele;ates aout 7' !n t(!s

at(er!n; of most of t(e 2ele;ates aout 7' !n t(!s

rare !nstane alo(ol! onsum)t!on ons!ste2 of

are !nstane alo(ol! onsum)t!on ons!ste2 of

“seBen lar;e oDls of rum )un( oBer #'' ottles of

seBen lar;e oDls of rum )un( oBer #'' ottles of

D!ne an2 almost f!fty

!ne an2 almost f!fty

ottles of eer3” 0=y translat!on to saBe you from

ottles of eer3” 0=y translat!on to saBe you from

2o!n; t(e mat( !s four or f!Be (ar2-l!Guor 2r!n5s tDo

o!n; t(e mat( !s four or f!Be (ar2-l!Guor 2r!n5s tDo

ottles of D!ne an2 one eer )er man 2outless

ottles of D!ne an2 one eer )er man 2outless

folloDe2 y a 2!suss!on of t(e !nterstate ommere

olloDe2 y a 2!suss!on of t(e !nterstate ommere

lauseno Don2er our mo2ern 2ay /ust!es of t(e

lauseno Don2er our mo2ern 2ay /ust!es of t(e

Su)reme Court (aBe so mu( troule !nter)ret!n;

u)reme Court (aBe so mu( troule !nter)ret!n;

“or!;!nal !ntent3”4or!;!nal !ntent3”4



E ,N H,NS FONE*E ,N H,NS FONE*

LESSONS <RO=

ESSONS <RO=

HE S+==ER O<

HE S+==ER O<

# M M

Kee) s(oD!n; u)Kee) s(oD!n; u)

Control t(e )roess t(rou;( !n2!ret

Control t(e )roess t(rou;( !n2!ret

t!ons l!5e 2o!n; f!rst 2rafts Dr!t!n;



at!ons l!5e 2o!n; f!rst 2rafts Dr!t!n;

=!nutes3

!nutes3

Rememer t(e so!al ;raesyourRememer t(e so!al ;raesyour

emot!onal “)resentat!on of self” !s more

mot!onal “)resentat!on of self” !s more

!m)ortant t(an eBen “all !m)ortant”

m)ortant t(an eBen “all !m)ortant”

Han; !n ena!ty-relentlessness rules

an; !n ena!ty-relentlessness rules

0Wear t(e astar2s 2oDn3 No 5!22!n;

Wear t(e astar2s 2oDn3 No 5!22!n;

t(!s !s a mat(less “suess tool3”4

(!s !s a mat(less “suess tool3”4

(ere’s no su( t(!n; as a “2ull meet!n;3”

(ere’s no su( t(!n; as a “2ull meet!n;3”

0No 5!22!n;4 EBery ;et to;et(er !s an

No 5!22!n;4 EBery ;et to;et(er !s an

o))ortun!ty to )ress your a;en2a

))ortun!ty to )ress your a;en2a

2!retly!retly

or !n2!retly to )erform a small faBor

r !n2!retly to )erform a small faBor

D!t(

!t(

t(e e6)etat!on of “return on

(e e6)etat!on of “return on

9!te your ton;ue an2 l!sten l!sten l!steneBen to

!te your ton;ue an2 l!sten l!sten l!steneBen to

ores3 Not(!n; D!ns su))ort l!5e effet!Be

ores3 Not(!n; D!ns su))ort l!5e effet!Be

l!sten!n;Q

!sten!n;Q

!t’s t(e ;reatest ;!ft you an ;!Be anyone 0 (!s

t’s t(e ;reatest ;!ft you an ;!Be anyone 0 (!s



!s

s

tr!)ly !m)ortant D(en you are 2es)erate to

r!)ly !m)ortant D(en you are 2es)erate to

orretorret

somet(!n; someone (as to say eBen an “enemy”

omet(!n; someone (as to say eBen an “enemy”

of

f

your auseattent!Be l!sten!n; !s a )eerless “D!n

our auseattent!Be l!sten!n; !s a )eerless “D!n

em oBer” “strate;!” “tool3”4

m oBer” “strate;!” “tool3”4

“Su-omm!ttees rule” ,t’s t(e l!ttle (anes to“Su-omm!ttees rule” ,t’s t(e l!ttle (anes to

eome =aster of Somet(!n; an2 )erform-

eome =aster of Somet(!n; an2 )erform-

!nfluene

nfluene

!n a small ;rou) sett!n; t(at lea2 to t(e

n a small ;rou) sett!n; t(at lea2 to t(e

aumulat!on of )oDer an2 t(e a!l!ty to ontrol

umulat!on of )oDer an2 t(e a!l!ty to ontrol

t(e(e

floD !n an area !m)ortant to you3

loD !n an area !m)ortant to you3

Cont!nually “!llustrate” your a!l!ty to )erform

ont!nually “!llustrate” your a!l!ty to )erform

Dell

ell

at almost any tas5 an2 u!l2 a toDer!n;

t almost any tas5 an2 u!l2 a toDer!n;

re)utat!on

e)utat!on

Cool off No )ass!on no suess oo mu(Cool off No )ass!on no suess oo mu(

aras!Beness

ras!Beness

!n )ursu!t of a ause t(at !nflames you 5!lls

n )ursu!t of a ause t(at !nflames you 5!lls

))ortun!ty to



o))ortun!ty to

suee2 l!5e not(!n; else3 0<ol5s loBe to )ut an

uee2 l!5e not(!n; else3 0<ol5s loBe to )ut an

aras!Be

ras!Be

)erson !n (!s )lae eBen !f t(ey a;ree D!t( (!m34erson !n (!s )lae eBen !f t(ey a;ree D!t( (!m34

a5e a )un( an2 5ee) on tru5!n;3 Losses are

a5e a )un( an2 5ee) on tru5!n;3 Losses are

ommon

ommon

l!Be D!t( em ta5e em D!t( ;oo2 ;rae an2 t(en

!Be D!t( em ta5e em D!t( ;oo2 ;rae an2 t(en

)erseBere t(rou;( out-)erseBer!n; t(e ot(er ;uy"s3

erseBere t(rou;( out-)erseBer!n; t(e ot(er ;uy"s3

0 S)ea5!n; of “)un(” out-2r!n5!n; t(e ot(er ;uy sure

S)ea5!n; of “)un(” out-2r!n5!n; t(e ot(er ;uy sure

Dor5e2 !n t(e summer of #3 Rea( your oDnor5e2 !n t(e summer of #3 Rea( your oDn

onlus!ons (ere M4

onlus!ons (ere M4

roD u) ae)t l!fe3 L!fe effet!Beness !s !n2ee2

roD u) ae)t l!fe3 L!fe effet!Beness !s !n2ee2

aout

out

(orse tra2!n; as often as notan2 at t!mes

orse tra2!n; as often as notan2 at t!mes

onsort!n;

onsort!n;

D!t( one’s enem!es3 0“ (e enemy of my enemy !s my

!t( one’s enem!es3 0“ (e enemy of my enemy !s my

fr!en23” Kee) your )ass!on stay aoBe t(e Daterl!ne

r!en23” Kee) your )ass!on stay aoBe t(e Daterl!ne

on

n

!ssues of 2ee) )r!n!)alut ae)t an2 emrae

ssues of 2ee) )r!n!)alut ae)t an2 emrae

t(e

(e

9e rea2y D!t( “Plan 93” Re)eat*9e rea2y D!t( “Plan 93” Re)eat*

Not(!n;

ot(!n;

!n t(e real Dorl2 folloDs t(e sr!)t3

n t(e real Dorl2 folloDs t(e sr!)t3



Noo2y eBen eor;e Was(!n;ton ;ets

Noo2y eBen eor;e Was(!n;ton ;ets

more t(an aout %'8 of D(at t(ey

ore t(an aout %'8 of D(at t(ey

Dantant

Kee) your Dor23 A re)utat!on for

Kee) your Dor23 A re)utat!on for

!nte;r!ty

nte;r!ty

!s )r!eless3

s )r!eless3

Fon’t !te off more t(an you an (eDFon’t !te off more t(an you an (eD

eBen D(en “an’t m!ss” o))ortun!t!es

Ben D(en “an’t m!ss” o))ortun!t!es

to

o

furt(er your ause ar!seoBerloa2!n;

urt(er your ause ar!seoBerloa2!n;

an2

n2

t(ene om)rom!s!n; effet!Beness !s

(ene om)rom!s!n; effet!Beness !s

a

!; la5 eye3

!; la5 eye3

Fo somet(!n; “Small D!ns”

Fo somet(!n; “Small D!ns”



Lesson of Lessons*

esson of Lessons*

REARFLESS O<

REARFLESS O<

HE OP,C=+NFANE OR RANFHE OP,C=+NFANE OR RANF

, ,S A ENF,N O HE SA=E

,S A ENF,N O HE SA=E

“=+NFANE” “H+=AN” “ ,=ELESS”

=+NFANE” “H+=AN” “ ,=ELESS”

“9AS,CS” HA SHAPE HE

9AS,CS” HA SHAPE HE

O+ CO=E ANF FE ER=,NE HE

+ CO=E ANF FE ER=,NE HE

FEREE O< ,=PLE=EN A ,ON3

EREE O< ,=PLE=EN A ,ON3

HE

HE

=AS ER

AS ER

O< F ,S HE R+E =AS ER O<O< F ,S HE R+E =AS ER O<

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