““It suddenly It suddenly occurredoccurred to me …to me …

Les Wexner: “It “It suddenly occurred suddenly occurred

to me …to me …

“It suddenly occurred to me … that in the space of two or

three hours he

never talked

about cars.”

““Tom, let me tell Tom, let me tell you the definition you the definition of a good lending of a good lending

officer. …officer. …

“Tom, let me tell you the definition of a good lending

officer. After church on After church on Sunday, on the way home Sunday, on the way home with his family, he takes a with his family, he takes a little detour to drive by the little detour to drive by the factory he just lent money factory he just lent money

to. Doesn’t go in or any such to. Doesn’t go in or any such thing, jthing, just drives bust drives byy and and

takes a looktakes a look.”.”

Conrad Hilton, at a gala Conrad Hilton, at a gala celebrating his life, was celebrating his life, was asked, “asked, “What was the What was the

most immost impportant lesson ortant lesson yyou ou learned in learned in yyour long and our long and

distindistingguished careeruished career?” His ?” His immediate answer …immediate answer …

His immediate answer:His immediate answer:

““remember remember to tuck the to tuck the

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

Container store: Container store:

2x2x training$$ training$$

$$

Tom Peters’ Tom Peters’

EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.

Leaders in Dubai/17 November 2008Leaders in Dubai/17 November 2008

NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and ensure [and ensure

that it is not a that it is not a messmess],], you need you need Microsoft fonts:Microsoft fonts:

“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”

andand “Verdana”“Verdana”

Slides at …Slides at …

tompeters.comtompeters.com

Context.Context.excellence.excellence.

EXCELLENEXCELLENCE.CE.

““Insanely Insanely great”great”

Steve Jobs

““Radically Radically thrilling”thrilling”

BMW

““astonish astonish me”me”

Sergei Diaghilev

!!TP

Context.Context.core core

beliefs.beliefs.Bad Times.Bad Times.

Good Good Times.Times.

All times.All times.

MBWMBWAA

5K5K//5M5M

““We have a We have a ‘strategic plan.’ ‘strategic plan.’ It’s called It’s called doing doing thingsthings.”.” — Herb Kelleher

““FAIL, FAIL FAIL, FAIL AGAIN. FAIL AGAIN. FAIL BETTER.”BETTER.”

—Samuel Beckett

““Execution Execution isis strategy.”strategy.”

—Fred Malek—Fred Malek

Socks = Socks = 10K10K

Hands oIn touch.In touch.relationships.relationships.

tries.tries.Screw-upScrew-upss..Execution.Execution.

K.I.S.S.K.I.S.S.

Context.Context.BLACK SWAN.BLACK SWAN.

The Black The Black Swan has Swan has landed!landed!

The Black Swan 43: Tactical Rules for Survival

(and success)

in Ugly times

Black Swan Tactical RulesBlack Swan Tactical Rules

1. 1. K.I.S.S.K.I.S.S.2. 2. Hammer on the basics.Hammer on the basics.3. Focus on us, not the competition.3. Focus on us, not the competition.4. Puzzle-solving: How to turn this4. Puzzle-solving: How to turn this into an opportunity.into an opportunity.5. MBWA/X.5. MBWA/X.6. MBWA/I.6. MBWA/I.7. MBWA/Vendors.7. MBWA/Vendors.

8. Waaaaay 8. Waaaaay over-communicate.over-communicate.

Black Swan Tactical RulesBlack Swan Tactical Rules9. All work is team work.9. All work is team work.10. Transparency.10. Transparency. 11. Work the phones.11. Work the phones.12. Perception of fairness.12. Perception of fairness.13. Share the pain.13. Share the pain.

14. 14. Thoughtfulness.Thoughtfulness.15. Grace!!15. Grace!!16. “Thank you.”16. “Thank you.”

17. 17. Calm. Cool. Collected.Calm. Cool. Collected.18. Constant attitude checks—18. Constant attitude checks—youyou..

Black Swan Tactical RulesBlack Swan Tactical Rules19. Dress for success.19. Dress for success.20. Avoid burnout/you, the team,20. Avoid burnout/you, the team, the entire organization.the entire organization.

21. 21. Re-emphasize the companyRe-emphasize the company values-philosophy.values-philosophy. (Now, more than(Now, more than ever.)ever.)

22. 22. Quality!!!!!!Quality!!!!!! (Now, more than ever.)(Now, more than ever.)

23. 23. No corner cutting.No corner cutting. (Now, more(Now, more than ever.)than ever.)24. Constant reviews/War room.24. Constant reviews/War room.25. Celebration of small wins.25. Celebration of small wins.

Black Swan Tactical RulesBlack Swan Tactical Rules

34. 34. IncreaseIncrease customer-service customer-service training.training.35. In general, minimize training cuts.35. In general, minimize training cuts.

36. 36. Be(very)ware R&D cuts; Be(very)ware R&D cuts; fundfund R&D quick pay SWAT R&D quick pay SWAT teams.teams.37. 37. Beware such things as Beware such things as salessales travel cuts, ad cuts.travel cuts, ad cuts.38. 38. “Across the board” = “Across the board” = Dumb.Dumb.39. Is this a time to over-invest if cash is at hand?39. Is this a time to over-invest if cash is at hand? (E.g., distressed innovative start-ups?)(E.g., distressed innovative start-ups?)

Black Swan Tactical RulesBlack Swan Tactical Rules

40. Stealth work on the likes of 40. Stealth work on the likes of XF communication.XF communication.41. This could last a long time—41. This could last a long time— LT prep is necessary LT prep is necessary nownow..42. Prepare/Be prepared for 42. Prepare/Be prepared for moremore Black Swans.Black Swans.

43. 43. ExcellenceExcellence..

(Now,(Now, more than ever.)more than ever.)

““I do I do notnot accept the accept the explanation of a recession explanation of a recession negatively effecting the negatively effecting the

[new] business. [new] business. There are There are still people traveling. We still people traveling. We just have to get them to just have to get them to stay in our hotelstay in our hotel.”.” —Horst Schulze, —Horst Schulze,

former president of Ritz Carlton, on the launch of his new luxury hotel former president of Ritz Carlton, on the launch of his new luxury hotel chain, Capella, from chain, Capella, from PrestigePrestige (06.08) (06.08)

Context.Context.Organizations Organizations exist to serve.exist to serve.

Organizations Organizations existexist to to serveserve. Period.. Period.

Leaders Leaders live live toto serveserve. Period.. Period.

Why in Why in the the World did World did youyou go to go to SiberiaSiberia??

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

concerted humanconcerted human potential in the potential in the wholeheartedwholehearted serviceservice of others of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners**Employees, Customers, Suppliers, Communities, Owners, Temporary partners

Organizations exist to serve. Period.Organizations exist to serve. Period.Leaders live to serve. Period.Leaders live to serve. Period.

Passionate servant leaders, determined to create a Passionate servant leaders, determined to create a legacy of earthshaking transformation in their domainlegacy of earthshaking transformation in their domain create/must create/must necessarilynecessarily create organizations which create organizations which

are …are … no less than “Cathedrals”no less than “Cathedrals” in which the full and in which the full and

awesome power of the awesome power of the ImaginationImagination

and Spirit and native and Spirit and native Entrepreneurial flairEntrepreneurial flair of of diverse individualsdiverse individuals is is

unleashedunleashed … … In passionate pursuit of jointly In passionate pursuit of jointly perceived soaring purposeperceived soaring purpose and personal and and personal and

community and client service Excellence. community and client service Excellence.

"We all start out in life loving our fathers and mothers "We all start out in life loving our fathers and mothers above everything else in the world, but that does not close above everything else in the world, but that does not close the doors of love. That prepares us to love our wives and the doors of love. That prepares us to love our wives and husbands and children and friends and to cooperate with husbands and children and friends and to cooperate with and show respect to all worthy individuals with whom we and show respect to all worthy individuals with whom we come in contact or have an opportunity to reach in other come in contact or have an opportunity to reach in other ways. We must apply that to nations and to other ways. We must apply that to nations and to other businesses. businesses.

"We in IBM must not confine our thoughts just to IBM. We "We in IBM must not confine our thoughts just to IBM. We must extend our cooperation to all other businesses whether must extend our cooperation to all other businesses whether we do business with them or not. We are one cog in the we do business with them or not. We are one cog in the industrial wheel. industrial wheel.

"Then as citizens we must extend our respect to all worthy "Then as citizens we must extend our respect to all worthy people in all nations. We are moving along in troublesome people in all nations. We are moving along in troublesome times, but the love of these various things of which I have times, but the love of these various things of which I have spoken and of the people in whom we are interested is going spoken and of the people in whom we are interested is going to be the great force which will make us all appreciate the to be the great force which will make us all appreciate the spiritual values which constitute the only solid foundation on spiritual values which constitute the only solid foundation on which we can build." which we can build."

Thomas J. Watson, Sr. address to IBM Sales and Service Thomas J. Watson, Sr. address to IBM Sales and Service Class 525 and Customer Engineers Class 528, Class 525 and Customer Engineers Class 528, IBM Country Club, Endicott, NY, IBM Country Club, Endicott, NY, October 30, 1941October 30, 1941

Organizations Organizations existexist to to serveserve. Period.. Period.

Leaders Leaders live live toto serveserve. Period.. Period.

people power:people power: The The

talent talent 3030

11.. peoplepeople!!

PeoplePeople!!

peoplepeople!!

PeoplePeople!!

““The most The most important decisions important decisions

businesspeople businesspeople make are not make are not

‘what’ decisions ‘what’ decisions but ‘who’ but ‘who’

decisions.” decisions.” —Jim Collins, —Jim Collins, Good to GreatGood to Great

TP: TP: “How to flush

$500,000 down

the toilet in one easy

lesson!!”

< CAPEX< CAPEX> People!> People!

WegmansWegmans

22.. The The “Customer” “Customer” is “Job #1”!is “Job #1”!

And that principal And that principal customer is …customer is …

““You have to You have to treat your treat your

employees like employees like customers.”customers.” —Herb Kelleher, —Herb Kelleher,

complete answer, upon being asked his “secrets to success”complete answer, upon being asked his “secrets to success”

Source: Joe Nocera, Source: Joe Nocera, NYTNYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after , “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had

done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)

The Customer The Customer Comes Comes SecondSecond

——Hal RosenbluthHal Rosenbluth

33.. “Soft” “Soft” Is “Hard.”Is “Hard.”

Excellence1982: The Bedrock “Eight Basics”Excellence1982: The Bedrock “Eight Basics”

1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through 4. Productivity Through PeoPeopplele5. Hands On, 5. Hands On, ValueValue--DrivenDriven6. Stick to the Knitting6. Stick to the Knitting7. Simple Form, Lean Staff7. Simple Form, Lean Staff8. Simultaneous Loose-Tight8. Simultaneous Loose-Tight Properties” Properties”

““Breakthrough” 82*Breakthrough” 82*

People! People! CustomersCustomers

! ! Action! Action! Values! Values!

**In Search of ExcellenceIn Search of Excellence

Hard Is SoftHard Is SoftSoft Is HardSoft Is Hard

““Hard” Is Hard” Is SoftSoft (Plans, (Plans, ##ss))

“Soft” Is “Soft” Is HardHard (people, (people, customers, values, customers, values,

relationships)relationships)

44.. The “Find ’em” The “Find ’em” obsession: Biz obsession: Biz

“Strategic”“Strategic”

Priority Priority #1#1 ?!. ?!.

““Development can help great Development can help great

people be even better—people be even better— but if but if I had a dollar to I had a dollar to

spend, I’d spend 70 spend, I’d spend 70 cents getting the cents getting the

right person in the right person in the doordoor.”.” ——Paul Russell, Director, Leadership &Paul Russell, Director, Leadership &

Development, Google Development, Google

CCtataOO*

*Chief talent acquisitiontalent acquisition Officer

#1.#1.StrategicStrategic..Priority.Priority.Period.Period.

55.. Focus on the Focus on the

#1#1 determinant determinant of employee of employee

satisfaction (or the satisfaction (or the lack thereof)lack thereof)

Employee retention & satisfaction:Employee retention & satisfaction:

OverwhelminOverwhelminggllyy, , based on the based on the first-first-

line manaline managger!er!

Source: Marcus Buckingham & Curt Coffman, Source: Marcus Buckingham & Curt Coffman, First, Break All First, Break All the Rules: What the World’s Greatest Managers Do Differentlythe Rules: What the World’s Greatest Managers Do Differently

66.. “Legacy” “Legacy”

= 10!= 10!

2/year 2/year = =

legacy.legacy.

““Big Three”Big Three”

Recruit-Hire.Recruit-Hire.11stst line supervisors. line supervisors.

Promotion decisions.Promotion decisions.

And?????And?????

77.. Talent Talent “Excellence” “Excellence” Stretches Far Stretches Far Beyond Our Beyond Our

Borders.Borders.

We We areare the the companycompany we keepwe keep

Measure “Strangeness”/Portfolio QualityMeasure “Strangeness”/Portfolio Quality

StaffStaffConsultantsConsultants

VendorsVendorsOut-sourcing Partners Out-sourcing Partners (#, Quality)(#, Quality)

Innovation Alliance PartnersInnovation Alliance PartnersCustomersCustomers

Competitors Competitors (who we “benchmark” against)(who we “benchmark” against)

Strategic Initiatives Strategic Initiatives Product Portfolio Product Portfolio (LineEx v. Leap)(LineEx v. Leap)

IS/IT ProjectsIS/IT ProjectsHQ LocationHQ LocationLunch MatesLunch Mates

LanguageLanguageBoardBoard

The “We are what we eat” The “We are what we eat” axiom:axiom: At its core, At its core, evereveryy

(!!!) relationship-(!!!) relationship-partnership decision partnership decision (employee, vendor, (employee, vendor,

customer, etc) is a customer, etc) is a stratestrateggicic decision about:decision about:

“Innovate,“Innovate, ‘Yes’ or ‘Yes’ or ‘No’ ” ”

““[CEO A.G.] Lafley has shifted [CEO A.G.] Lafley has shifted P&G’sP&G’s focus on inventing all its own focus on inventing all its own

products to developing products to developing

others’ others’ inventions at inventions at least half the least half the timetime.. One successful One successful

example Mr. Clean Magic Eraser, example Mr. Clean Magic Eraser, based on a product found in anbased on a product found in an

Osaka market.” Osaka market.” ——FortuneFortune

88.. Expand the Expand the definition of “our” definition of “our” talent pool: Master talent pool: Master “Crowd-sourcing,” “Crowd-sourcing,”

“Wikiworld”!“Wikiworld”!

Rob McEwen/CEO/CEO/Goldcorp Inc./Goldcorp Inc./

Red Lake Red Lake goldSource: Wikinomics: How Mass

Collaboration Changes Everything, Don Tapscott & Anthony WilliamsDon Tapscott & Anthony Williams

““The Billion-man The Billion-man Research Team: Research Team:

Companies offering Companies offering work to online work to online

communities are communities are reaping the benefits of reaping the benefits of

‘crowdsourcing.’”‘crowdsourcing.’” —Headline, —Headline, FTFT, 0110.07, 0110.07

““Technology massively multiplies soft power—particularly video Technology massively multiplies soft power—particularly video technology, and particularly in the hands of non-state actors. … The technology, and particularly in the hands of non-state actors. … The

power and distinction of a government’s voice is lost in the power and distinction of a government’s voice is lost in the competing chatter, and in some ways it becomes the least compelling competing chatter, and in some ways it becomes the least compelling

simply because it’s the least novel. It’s not just words competing simply because it’s the least novel. It’s not just words competing against words. Images are now competing against images. People are against words. Images are now competing against images. People are visual creatures, and they tend to respond to videos and pictures on visual creatures, and they tend to respond to videos and pictures on

a much less rational and much more visceral level. …a much less rational and much more visceral level. …

YouTube YouTube (and whatever follows it)(and whatever follows it) will soon will soon have have ggreater reater gglobal influence lobal influence

over narratives about over narratives about international eventsinternational events (if it doesn’t already)(if it doesn’t already)

than anthan anyy ggovernment overnment information source could hoinformation source could hoppe e

to haveto have.”.”

——Foreign PolicyForeign Policy, Nov-Dec 2008, Nov-Dec 2008

obama obama vsvs MMccCainCain

We ARE NAKED. We ARE NAKED. The entire The entire distributed community is part distributed community is part

of our “corporate culture.”of our “corporate culture.”The entire distributed The entire distributed

community is part of our community is part of our “Brand.” “Brand.” We are We are

accountableaccountable to the entire distributed to the entire distributed

community.community. Our power can Our power can multiply overnight. multiply overnight. Our Our

power can dissipate in a click.power can dissipate in a click.

99.. Diversity of Diversity of everyevery sort sort!!

““Diverse groups of problem solvers—groupsDiverse groups of problem solvers—groups of people with diverse tools—consistently of people with diverse tools—consistently outperformed groups of the best and the outperformed groups of the best and the

brightest. If I formed two groups, one brightest. If I formed two groups, one random (and therefore diverse) and one random (and therefore diverse) and one

consisting of the best individual performers, consisting of the best individual performers, the first group almost always did better. …the first group almost always did better. …

DiversityDiversity trumped trumped abilityability.”.” —Scott Page, —Scott Page, The Difference: How The Difference: How

the Power of Diversity Creates Better Groups,the Power of Diversity Creates Better Groups, Firms, Schools, and Societies Diversity Firms, Schools, and Societies Diversity

Carnegie Mellon Prof Richard Florida Carnegie Mellon Prof Richard Florida

on “Creative Caon “Creative Cappitalital”:”: “You “You cannot get a cannot get a

technologically technologically innovative place … innovative place … unless it’s open to unless it’s open to

weirdnessweirdness, , eccentricityeccentricity and and differencedifference.”.”

Source: Source: New York TimesNew York Times

1010.. Women Women Dominate Dominate

EconomicsEconomics!!

““Forget Forget ChinaChina, , IndiaIndia and the and the

InternetInternet: Economic : Economic Growth Is Driven Growth Is Driven

by by WomenWomen..””

—Headline, Economist, April 15, 2006, Leader, page 14

““One thing is certain: Women’s rise to power, which is One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no in all domains and at all levels of society. Women are no

longer content to provide efficient labor or to be longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon spend. … This is just the beginning. The phenomenon

will only grow as girls prove to be more successful than will only grow as girls prove to be more successful than

boys in the school system.boys in the school system. For a number For a number of observers, we have of observers, we have

already entered the age of already entered the age of ‘womenomics,’ the economy ‘womenomics,’ the economy

as thought out and as thought out and practiced by a womanpracticed by a woman.”.” —Aude —Aude

Zieseniss de Thuin, Zieseniss de Thuin, Financial TimesFinancial Times

1111.. Talent Talent Masters Focus on Masters Focus on

Talent’s Talent’s Intangibles.Intangibles.

EMPHASIZEMPHASIZE THE E THE “SOFT “SOFT

SKILLS.”SKILLS.”

12.12. Hire Hire enthusiasmenthusiasm

!!

““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”

—Samuel Taylor Coleridge

1313.. Hire Hire for _____!for _____!

1414.. Embrace Embrace the “action the “action Faction”!Faction”!

““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the software. software. We fixed them by doing it over and over, again We fixed them by doing it over and over, again and again.and again. We do the same today. While our competitors We do the same today. While our competitors are still sucking their thumbs trying to make the design are still sucking their thumbs trying to make the design

perfect, we’re already on prototype versionperfect, we’re already on prototype version ##55..

By the time our rivals areBy the time our rivals are ready with wires and screws, we are on versionready with wires and screws, we are on version

##1010.. It gets back to It gets back to planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by

BloombergBloomberg

15.15. Cheer Cheer

[and [and promote promote for!]for!] the the

worthy failures!worthy failures!

““In business, you In business, you rewardreward people for people for

taking taking risksrisks. . When it When it doesn’tdoesn’t workwork outout you you

promotepromote themthem-because -because they were willing to try they were willing to try new things.new things. If people tell me If people tell me

they skied all day and neverthey skied all day and never fell down, I tell them to try a fell down, I tell them to try a

different mountain.”different mountain.” —Mike Bloomberg—Mike Bloomberg

1616.. Exalt the Exalt the “dull” “dull”

DoersDoers!!!!

““eighty eighty percent of percent of success is success is

showing up.” showing up.” ——Woody AllenWoody Allen

1717.. Hire and Hire and Promote for Promote for “relationship “relationship excellence.”excellence.”

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

R.R. Wins!Wins!

Return on Return on investment in investment in relationshipsrelationships

1818.. HR Sits at HR Sits at The Head The Head

Table.Table.

A review of A review of Jack and Suzy Welch’sJack and Suzy Welch’s WinningWinning claims there are but two key differentiators claims there are but two key differentiators

that set that set GE “culture”GE “culture” apart from the herd: apart from the herd:

******Separating financial forecasting and performance measurement.Separating financial forecasting and performance measurement. Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared about how you actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. to a gamed-abstract plan developed last year.

******Putting Putting HRHR on a on a par with finance and par with finance and marketing.marketing.

1919.. Goal: Goal: Amazing questsAmazing quests!!

Life SuccessLife Success!! Dreams Come Dreams Come truetrue!! [for [for everyoneeveryone ]]

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

and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than

they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech

““We are a We are a ‘Life ‘Life

Success’ Success’ Company.”Company.”

Dave Liniger, founder, RE/MAX

We We AllAll Have Dreams! Have Dreams!Collective Dream Fulfillment =Collective Dream Fulfillment =

Business Performance Business Performance EXCELLENCEEXCELLENCE

“What is an employee’s purpose? “What is an employee’s purpose? Most would say, ‘to help the company Most would say, ‘to help the company achieve its purpose’—but they would achieve its purpose’—but they would

be wrong. That is certainly part ofbe wrong. That is certainly part of the employee’s role, but an the employee’s role, but an

employee’s primary purpose isemployee’s primary purpose is to become the-best-version-of- to become the-best-version-of-

himself or –herself.”himself or –herself.”

—Matthew Kelly, —Matthew Kelly, The Dream ManagerThe Dream Manager

2020.. Re- Re-name “HR.”name “HR.”

Talent Talent DepartmentDepartment

Dream Dream Realization Realization DepartmentDepartment

2121.. Training I: Training I: TrainTrain!! Train Train!!

TrainTrain!!

26.3HPY

It’s a It’s a numbers numbers game! game! (mostly)(mostly)

2222.. Training II: Training II: MBAMBASS relevant relevant to GTD to GTD!! [Getting things Done][Getting things Done]

The GTD* The GTD*

MBAMBA

*Getting Things Done*Getting Things Done

CoreCore*Managing people I, II, III, IV*Managing people I, II, III, IV*Creating and managing systems*Creating and managing systems with high impactwith high impact*Leadership I, II*Leadership I, II

**Servant leadershipServant leadership**Execution I, II, IIIExecution I, II, III*Creating a “Try it now”-“Fail Forward*Creating a “Try it now”-“Fail Forward Fast”-“Ready. Fire. Aim.” “culture”Fast”-“Ready. Fire. Aim.” “culture”*Maximizing ROIR *Maximizing ROIR [Return On Investment[Return On Investment in Relationships]in Relationships]

**Sales I, II, III, IVSales I, II, III, IV*Service basics I, II*Service basics I, II*Creating incredible customer*Creating incredible customer experiencesexperiences

CoreCore

*The art and science of influence I, II*The art and science of influence I, II*Crucial conversations-Crucial*Crucial conversations-Crucial confrontationsconfrontations*Accounting* I, II *Accounting* I, II [*acctg., not “finance”][*acctg., not “finance”]

*Accountability I, II*Accountability I, II*Calendar mastery/Mastering “to don’t”*Calendar mastery/Mastering “to don’t”

**MBWA I, IIMBWA I, II*Nurturing and harvesting curiosity*Nurturing and harvesting curiosity in one and allin one and all*Giving great presentations I, II*Giving great presentations I, II

**Active listening I, II Active listening I, II **Excellence as aspiration,Excellence as aspiration, Excellence everywhere,Excellence everywhere, Excellence all the timeExcellence all the time

OtherOther

*Recruiting top talent for 100% of*Recruiting top talent for 100% of enterprise jobsenterprise jobs

**Recruiting for smiles, enthusiasm,Recruiting for smiles, enthusiasm, energyenergy*Nurturing top talent*Nurturing top talent

**Helping people (employees,Helping people (employees, customers, vendors,customers, vendors, communities) grow and realizecommunities) grow and realize their dreamstheir dreams*The promotion decision*The promotion decision*Women as pre-eminent leaders*Women as pre-eminent leaders*The power of decentralization—and*The power of decentralization—and the barriers theretothe barriers thereto

OtherOther

**The art of finding and loving The art of finding and loving freaksfreaks*Creating an environment of respect *Creating an environment of respect and decency and decency *The pre-eminent role of emotion in*The pre-eminent role of emotion in everythingeverything

**Saying “thank you” I, IISaying “thank you” I, II**Aggressive apologizingAggressive apologizing**Giving good phone, working theGiving good phone, working the phonesphones*Creating and nurturing lasting win-win*Creating and nurturing lasting win-win alliancesalliances*The real “stuff”-basics of cross-*The real “stuff”-basics of cross- functional excellencefunctional excellence

OtherOther

*The Art of the Nudge*The Art of the Nudge*Rapid prototyping of everything, *Rapid prototyping of everything, and the Art of Serious Playand the Art of Serious Play

**Rewarding failuresRewarding failures*Increasing a business’s metabolic rate*Increasing a business’s metabolic rate*Diversity power everywhere *Diversity power everywhere *The power of universal transparency*The power of universal transparency

2323.. Training III: Training III: The REAL The REAL

Bedrock of the Bedrock of the “Talent Thing.”“Talent Thing.”

““My wife and I went to a [kindergarten] parent-teacher My wife and I went to a [kindergarten] parent-teacher conference and were informed that our budding refrigerator conference and were informed that our budding refrigerator

artist, Christopher, would be receiving a grade of artist, Christopher, would be receiving a grade of Unsatisfactory in art. We were shocked. How could any childUnsatisfactory in art. We were shocked. How could any child

—let alone our child—receive a poor grade in art at such a —let alone our child—receive a poor grade in art at such a

young age?young age? His teacher His teacher informed us that he had informed us that he had refused to color within refused to color within the lines, which was a the lines, which was a state restate reqquirement for uirement for demonstratindemonstratingg ‘ ‘ggrade-rade-

level motor skillslevel motor skills.’.’ ” ” —Jordan —Jordan

Ayan, AHA!Ayan, AHA!

2424.. Re-Re-spectspect!!

““It was much later that I realized Dad’s It was much later that I realized Dad’s secret. He gained respect by giving it. He secret. He gained respect by giving it. He

talked and listened to the fourth-grade kids talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same in Spring Valley who shined shoes the same way he talked and listened to a bishop or a way he talked and listened to a bishop or a

college president.college president. He was He was seriously interested seriously interested in who you were and in who you were and

what you had to saywhat you had to say.”.”

Sara Lawrence-Lightfoot, Respect

2525. . Encourage Encourage

DisDis-respect!-respect!

All You Need to Know About All You Need to Know About “Sources of Innovation”:“Sources of Innovation”:

Angry Angry people!people! [angry with [angry with

the status quo]the status quo]

2626.. Talent Talent Excellence! Excellence!

Leaders who Leaders who askask! Leaders ! Leaders who who listenlisten!!

““The four most The four most important words in any important words in any

organizationorganization

are …are … ‘What do ‘What do you think?’you think?’ ” ”

Source: courtesy Dave Wheeler,Source: courtesy Dave Wheeler, posted at tompeters.com, source ofposted at tompeters.com, source of

original unknown (0609.08) original unknown (0609.08)

1818””

27.27. Thank Thank

YouYou!!

““The deepest The deepest human need is human need is the need to be the need to be appreciated.”appreciated.”

William JamesWilliam James

2828.. We Are All We Are All Unique. Unique.

““The key difference between The key difference between checkers and chess is that in checkers and chess is that in checkers the pieces all move checkers the pieces all move

the same way, whereas in the same way, whereas in chess all the pieces move chess all the pieces move

differently. … differently. … Discover Discover what is uniwhat is uniqque about ue about

each each pperson and erson and cacappitalize on ititalize on it.”.” —Marcus —Marcus

Buckingham,Buckingham, The One Thing You Need to KnowThe One Thing You Need to Know

“The mediocre manager believes The mediocre manager believes that most things are learnable and that most things are learnable and

therefore that the essence of therefore that the essence of management is to identify each management is to identify each

person’s weaker areas and eradicate person’s weaker areas and eradicate them. The great manager believes them. The great manager believes the opposite. the opposite. He believes that the He believes that the

most influential qualities of a person most influential qualities of a person are innate and therefore that the are innate and therefore that the

essence of management is to deploy essence of management is to deploy these innate qualities as effectively these innate qualities as effectively

as possible and so drive as possible and so drive performance.”performance.” —Marcus Buckingham, —Marcus Buckingham, The One The One

Thing You Need to KnowThing You Need to Know

2929.. Talent Talent = Brand.= Brand.

Our Mission

To develop and manage To develop and manage talent;talent;

to apply that talent,to apply that talent,throughout the world, throughout the world,

for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;

to do so with profit.to do so with profit.

WPP

Brand Brand = =

Talent.Talent.

3030.. excellence. excellence.

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

Michelangelo