Annotated master (“the works”) presentation/ Tom Peters’ Re-Imagine excellence!


Tomorrow: How many times will you “ask the WDYT question”? (Count ’em!!) (Practice makes better!) (This is a STRATEGIC skill!)



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Tomorrow: How many times will you “ask the WDYT question”? (Count ’em!!) (Practice makes better!) (This is a STRATEGIC skill!)

MBWA 8: Change the World With EIGHT Words What do you think?* How can I help?** *Dave Wheeler: “What are the four most important words in the boss’ lexicon?” **Boss as CHRO/Chief Hurdle Removal Officer **********************************

  • Are you a full-fledged “professional” when it
  • comes to helping?
  • Helping: (MUCH) easier said than done!
  • (I.e., a formal skill to be studied and practiced.)
  • What do managers do for a living?
  • Help!
  • Right?
  • How many of us could call ourselves “professional helpers,” meaning that we have studied—like a professional mastering her musical craft—“helping”? (Not many, I’d judge.)
  • Ed Schein: Helping: How to Offer, Give, and Receive Help
  • Last chapter: 7 “principles.” E.g.:
  • PRINCIPLE 2: “Effective Help Occurs When the Helping Relationship Is
  • Perceived to Be Equitable.
  • PRINCIPLE 4: “Everything You Say or Do Is an Intervention that
  • Determines the Future of the Relationship.
  • PRINCIPLE 5: “Effective Helping Begins with Pure Inquiry.
  • PRINCIPLE 6: “It Is the Client Who Owns the Problem.”*
  • (Words matter!! Read a quote from NFL player-turned lawyer-turned professional football coach, calling his players “my clients.” (*Love the idea that the employee is a “Client” ! )
  • Employee as Client!
  • Helping” is what we (leaders) “do” for a living!
  • STUDY/PRACTICE “helping” as you would neurosurgery!
  • (“Helping” is your neurosurgery!)
  • Some Help With Helping …
  • Help works when the recipient subsequently feels
  • smarter—not dumber.
  • Regularly help too soon—and you will set up expectation of inaction until your "help" is provided.
  • Help poorly conveyed spawns powerlessness
  • and resentment in recipient.
  • Helping requires a sniper's rifle or surgeon's
  • scalpel—not a shotgun or machete.
  • Helping strategies vary (significantly) from individual to individual—leave the “cookie cutter” at home.
  • Effectively "helping" may be the most difficult
  • leadership task of all!
  • "Help" is only truly successful when the recipient
  • says, and believes: "I did it myself!"
  • Near truism: Nobody wants help. But we would
  • all like to have received help.
  • Guitarist Robert Fripp: "Don't be helpful. Be available. Helpful people are a nuisance."
  • “Yes, but …”
  • “Yes, and …”

Big deal: “Yes, but …” has a negative connotation (“Here’s what you left out …”). Yes, and …” is a positive (“GREAT idea, maybe we can even make it better.”). The person (upper-level boss) who suggested this says it is a “day vs. night” sort of thing.

MBWA 12: Change the World With TWELVE Words What do you think?* How can I help?** What have you learned?*** *Dave Wheeler: “What are the four most important words in the boss’ lexicon?” **Boss as CHRO/Chief Hurdle Removal Officer ********************************** ***What (new thing) have you learned (in the last 24 hours)? ********************* *

  • Acknowledgement!
  • Acknowledgement!
  • I like the second title slide better than the first.

“The deepest principle in human nature is the craving* to be appreciated.” —William James *“Craving,” not “wish” or “desire” or “longing”/Dale Carnegie, How to Win Friends and Influence People (“The BIG Secret of Dealing With People”)

“The deepest urge in human nature is the desire to be important.” —John Dewey (In Dale Carnegie, How to Win Friends and Influence People (“The BIG Secret of Dealing With People”)

  • "Appreciative words are the most powerful force
  • for good on earth.”
  • —George W. Crane, physician, columnist
  • “The two most powerful things in existence: a
  • kind word and a
  • thoughtful gesture.”
  • —Ken Langone, co-founder, Home Depot
  • Acknowledge” … perhaps the most powerful word (and idea) in the English language—and manager’s tool kit!
  • “Employees who don't feel significant rarely make significant contributions.” —Mark Sanborn

People want to be part of something larger than themselves. They want to be part of something they’re really proud of, that they’ll fight for, sacrifice for, trust.” —Howard Schultz, Starbucks

  • Acknowledgement
  • PLUS
  • “It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president. HE WAS SERIOUSLY INTERESTED IN WHO YOU WERE AND WHAT YOU HAD TO SAY.”
  • —Sara Lawrence-Lightfoot, Respect


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