Tom Peters’ Re-Imagine excellence!

1 Mouth, 2 Ears

• “The doctor
• interrupts
• after …*
• *Source: Jerome Groopman, How Doctors Think

• 18 …

• 18 … seconds!

• [An obsession with] Listening is ... the ultimate mark
• of Respect.
• Listening is ... the heart and soul of Engagement.
• Listening is ... the heart and soul of Kindness.
• Listening is ... the heart and soul of Thoughtfulness.
• Listening is ... the basis for true Collaboration.
• Listening is ... the basis for true Partnership.
• Listening is ... a Team Sport.
• Listening is ... a Developable Individual Skill.* (*Though women
• are far better at it than men.)
• Listening is ... the basis for Community.
• Listening is ... the bedrock of Joint Ventures that work.
• Listening is ... the bedrock of Joint Ventures that grow.
• Listening is ... the core of effective Cross-functional
• Communication* (*Which is in turn Attribute #1 of
• organization effectiveness.)
• [cont.]

• Listening is ... the engine of superior EXECUTION.
• Listening is ... the key to making the Sale.
• Listening is ... the key to Keeping the Customer’s Business.
• Listening is ... Service.
• Listening is ... the engine of Network development.
• Listening is ... the engine of Network maintenance.
• Listening is ... the engine of Network expansion.
• Listening is ... Social Networking’s “secret weapon.”
• Listening is ... Learning.
• Listening is ... the sine qua non of Renewal.
• Listening is ... the sine qua non of Creativity.
• Listening is ... the sine qua non of Innovation.
• Listening is ... the core of taking diverse opinions aboard.
• Listening is ... Strategy.
• Listening is ... Source #1 of “Value-added.”
• Listening is ... Differentiator #1.
• Listening is ... Profitable.* (*The “R.O.I.” from listening is higher than
• from any other single activity.)
• Listening is … the bedrock which underpins a Commitment to
• EXCELLENCE

• Best Listeners Win …
• “IF YOU DON’T LISTEN, YOU DON’T SELL ANYTHING.”
• —Carolyn Marland

• If you agree with the above, shouldn’t listening be ... a Core Value?
• If you agree with the above, shouldn’t listening be ... perhaps Core Value #1?* (*“We are Effective Listeners—we treat Listening EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth.”)
• If you agree, shouldn’t listening be ... a Core Competence?
• If you agree, shouldn’t listening be ... Core Competence #1?
• If you agree, shouldn’t listening be ... an explicit “agenda item” at every Meeting?
• If you agree, shouldn’t listening be ... our Strategy—per se? (Listening = Strategy.)
• If you agree, shouldn’t listening be ... the #1 skill we look for in Hiring (for every job)?

• If you agree, shouldn’t listening be ... the #1 attribute we examine in our Evaluations?
• If you agree, shouldn’t listening be ... the #1 skill we look for in Promotion decisions?
• If you agree, shouldn’t listening be ... the #1 Training priority at every stage of everyone’s career—from Day #1 to Day LAST?
• If you agree, what are you going to do about it ... in the next 30 MINUTES?
• If you agree, what are you going to do about it ... at your NEXT meeting?
• If you agree, what are you going to do about it ... by the end of the DAY?
• If you agree, what are you going to do about it ... in the next 30 DAYS?
• If you agree, what are you going to do about it ... in the next 12 MONTHS?

• “I always write ‘LISTEN’ on the back of my hand before a meeting.”
• Source: Tweet viewed @tom_peters

• 10 Essential Selling Principles Most Salespeople Get Wrong
• 1. Assuming the problem that the prospect communicates is the real problem.
• 2. Thinking that your sales “presentation” will seal the deal.
• 3. Talking too much.
• 4. Believing that you can sell anybody anything.
• 5. Overeducating the prospect when you should be selling.
• 6. Failing to remember that salespeople are decision-makers, too.
• 7. Reading minds.
• 8. Working as an “unpaid consultant” to seal the deal.
• 9. Being your own worst enemy.
• 10. Keeping your fingers crossed that a prospect doesn’t notice a problem.
• Source: Forbes/0503.13

*8 of 10 sales presentations fail *50% failed sales presentations … talking “at” before listening! —Susan Scott, “Let Silence Do the Heavy Listening,” chapter title, Fierce Conversations: Achieving Success at Work and in Life, One Conversation at a Time

• Suggested addition to your statement of Core Values: “We are Effective Listeners—we treat Listening EXCELLENCE as the Centerpiece of our Commitment to Respect and Engagement and Community and Growth.”