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Conrad Hilton …

Conrad Hilton …

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Conrad Hilton …

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  1. Conrad Hilton …

  2. Conrad Hilton, at a gala celebrating his career, was called to the podium and asked,“What were the most important lessons you learned in your long and distinguished career?”His answer …

  3. “remember to tuck the shower curtain inside the bathtub.”

  4. “Execution isstrategy.”—Fred Malek

  5. “The art of war does not require complicated maneuvers; the simplest are the best and common sense is fundamental. From which one might wonder how it is generals make blunders; it is because they try to be clever.” —Napoleon

  6. Excellence. Always. Todd Lecture Series/Norwich University Tom Peters/15 June 2011 (Slides at “LONG”)

  7. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

  8. Service.Period.

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

  10. Excellence.Period.

  11. Excellence.Always. If notExcellence,what?If notExcellencenow, when?

  12. Opportunity. Now.

  13. Defines virtually all of us:No peacetime generals in the history books. War. Business. Life. Response to chaos is what defines the person/organization and breeds lion’s share of innovation.

  14. The greatest dangerfor most of usis not that our aim istoo highand we miss it,but that it istoo lowand we reach it.Michelangelo

  15. On ADMIRAL HORATIO NELSON*:“[other] admirals more frightened of losing than anxious to win” *Andrew Lambert, Nelson: Britannia’s God of War

  16. Four [really] First things Before First Things …

  17. #1

  18. If the regimental commander lost most of his 2nd lieutenants and 1st lieutenants and captains and majors, it would be a tragedy. If he lost his sergeants it would be a catastrophe. The Army and the Navy are fully aware that success on the battlefield is dependent to an extraordinary degree on its Sergeants and Chief Petty Officers. Does industry have the same awareness?

  19. #2

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

  21. 18 seconds

  22. [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 forCommunity. Listening is ... the bedrock of Joint Ventures that work. Listening is ... the bedrock of Joint Ventures thatgrow. Listening is ... the core of effective Cross-functional Communication* (*Which is in turn Attribute #1 of organizational effectiveness.) [cont.]

  23. FORMAL training in “Aggressive Listening”: 100%of employees!

  24. Could It Be This Simple? In-effective leaders … TALK. Effective leaders … LISTEN. Inspiration: Multipliers: How the Best Leaders Make Everyone Smarter, Liz Wiseman [Some “hard” evidence that effective leaders, in terms of % of elapsed meeting time, talk less than half as much as less effective leaders.]

  25. “The fourmost importantwords in any organization are …

  26. The four most important words in any organization are …“What do you think?” Source: courtesy Dave Wheeler, posted at

  27. #3

  28. XFX = #1* *Cross-Functional eXcellence

  29. Never waste a lunch!* *the “Sacred 220 ABs”

  30. “Personal relationships are the fertile soil from which all advancement, all success, all achievement in real life grow.”—Ben Stein

  31. “Allied commands depend on mutual confidence, and this confidence is gained, above all through the development offriendships.” —General D.D. Eisenhower, Armchair General* (05.08)*“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command.”

  32. R.O.I.R. >R.O.I.

  33. Loser:“He’s such a suck-up!”Winner:“He’s such a suck-down.”

  34. “AS LEADERS, WOMEN RULE:New Studies find that female managers outshine their male counterparts in almost every measure”TITLE/ Special Report/ BusinessWeek

  35. Silicon Valley’s #1 Executive “Everybody Needs a Sheryl Sandberg” —cover/Bloomberg Businessweek “ … colleagues rave about her deftness with the subtle form of persuasion known as ‘soft power.’”—Bloomberg Businessweek “She is truly the best operating executive I have ever met in my life.” —Matt Cohler, venture capitalist

  36. “Headline 2020:Women Hold 80 Percent of Management and Professional Jobs”Source: The Extreme Future: The Top Trends That Will Reshape the World in the Next 20 Years, James Canton

  37. W > 2X (C + I)* • *“Women now drive the global economy. Globally, they control about $20 trillion in consumer spending, and that figure could climb as high as $28 trillion in the next five years. Their $13 trillion in total yearly earnings could reach $18 trillion in the same period. In aggregate, women represent a growth market bigger than China and India combined—more than twice as big in fact. Given those numbers, it would be foolish to ignore or underestimate the female consumer. And yet many companies do just that—even ones that are confidant that they have a winning strategy when it comes to women. Consider Dell’s …” • Source: Michael Silverstein and Kate Sayre, “The Female Economy,” HBR, 09.09

  38. “Forget China, India and the Internet: Economic Growth Is Driven by Women.” Source: Headline, Economist

  39. #4

  40. Bitch all you want, but meetings are what you [boss] do!

  41. Meeting:Every meeting that does not stir the imagination and curiosity of attendees and increase bonding and co-operation and engagement and sense of worth and motivate rapid action and enhance enthusiasm is a permanently lost opportunity.

  42. Meeting:“Theater of persuasion and motivation and engagement and enhanced teamwork”

  43. Meetings = #1 leadership opportunity

  44. “A Blinding Flash of the Obvious”/MBWA

  45. 25

  46. MBWA

  47. You = Your calendar**The calendar neverlies.

  48. K = R = P

  49. Kindness = Repeat Business = Profit.

  50. K = R = P/Kindness = Repeat business = Profit Kindness: Kind. Thoughtful. Decent. Caring. Attentive. Engaged. Listens well/obsessively. Appreciative. Open. Visible. Honest. Responsive. On time all the time. Apologizes with dispatch for screw-ups. “Over”-reacts to screw-ups of any magnitude. “Professional” in all dealings. Optimistic. Understands that kindness to staff breeds kindness to others/outsiders. Applies throughout the “supply chain.” Applies to 100% of customer’s staff. Explicit part of values statement. Basis for evaluation of 100% of our staff.