Excellence.Excellence.Leadership.Leadership.Hard is soft.Hard is soft.soft is hard.soft is hard.

Tom Peters/1209.08Tom Peters/1209.08

Excellence:Excellence:Leading as Leading as Symbolic Symbolic BehaviorBehavior

Tom Peters/1203.08Tom Peters/1203.08

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

—Samuel Taylor Coleridge—Samuel Taylor Coleridge

“You must be the change you wish to see in the world.” —Gandhi

The silliest debate imaginable is: “style” versus “substance.”

“Nothing is so contagious as enthusiasm”—perhaps the most “substantive” remark I’ve

ever read. If excellence in execution is “the last 98%,” which it surely is, then “enthusiasm” is the foremost word in the language in the world

of enterprise effectiveness.

It’s simple: for leaders, style = substance.

““The fThe firstirst and and ggreatestreatest imperative imperative of command is to be of command is to be present present inin p personerson. . Those who imThose who imppose ose

risk must be seen to risk must be seen to share itshare it.”.” —John Keegan, —John Keegan, The Mask of CommandThe Mask of Command

Show up.

CBVACBVA***Command By Visiting About/U.S. Grant/circa 1865*Command By Visiting About/U.S. Grant/circa 1865

( (“In these days of telegraph and steam I can “In these days of telegraph and steam I can ccommandommand wwhile traveling and hile traveling and vvisiting isiting aabout.”bout.”))

Ah, my beloved Grant.

MBWAMBWA***Managing By Wandering Around/*Managing By Wandering Around/

Hewlett-Packard/circa 1965Hewlett-Packard/circa 1965

““A body can A body can pretend to pretend to

care, but they care, but they can’t pretend can’t pretend

to be there.”to be there.” — Texas — Texas Bix BenderBix Bender

““The deepest The deepest human need is the human need is the

need to be need to be appreciated.”appreciated.”

—William James—William James

““It is necessary for the It is necessary for the President to be the President to be the

nation’snation’s No. 1 No. 1 actoractor.”.”

FDRFDR

Acting skills.

““An An actoractor in his in his youth,youth, [Pope][Pope] John Paul was a John Paul was a master of grand master of grand gestures.”gestures.” ——USA TodayUSA Today

““Prison was a pPrison was a political olitical stastaggee. … He honed his . … He honed his

natural ability for natural ability for theatertheater toward the achievement of toward the achievement of political endspolitical ends, rehearsing his , rehearsing his role among his jailers. … taught role among his jailers. … taught

himself their language … set himself their language … set about learning the Afrikaan about learning the Afrikaan

mentality …”mentality …” —John Carlin, —John Carlin, Playing the Enemy: Playing the Enemy: Nelson Mandela and the Game that Made a Nation.Nelson Mandela and the Game that Made a Nation.

““Teaching is, of Teaching is, of course, a form of course, a form of

theatertheater.. While the point is to While the point is to have the students learn, the teacher have the students learn, the teacher

has to explain, cajole, provoke, has to explain, cajole, provoke, inspire, criticize, demand, love. Like inspire, criticize, demand, love. Like acting, teaching demands much of acting, teaching demands much of

personality personality [X Y, Z—great teachers][X Y, Z—great teachers] were all were all hams in their own way.” hams in their own way.” —Ted Sizer, —Ted Sizer,

Horace’s Compromise: The Dilemma Horace’s Compromise: The Dilemma of the American High Schoolof the American High School

““It’s It’s alwaalwayyss showtime.”showtime.”

—David D’Alessandro, Career Warfare

““A key – perhaps A key – perhaps thethe key – to leadership iskey – to leadership is

thethe effectiveeffective communicationcommunication

ofof aa storstory.”y.” —Howard Gardner,—Howard Gardner, Leading Minds: An Anatomy of LeadershipLeading Minds: An Anatomy of Leadership

Add: storytelling.

MBSAMBSA***Managing By Storying Around/*Managing By Storying Around/

David Armstrong/Armstrong Industries/David Armstrong/Armstrong Industries/circa 1985circa 1985

““To change minds To change minds effectively, leaders make effectively, leaders make

particular use of two particular use of two tools: the tools: the storiesstories that that they tell and the they tell and the liveslives

that they lead.”that they lead.” —Howard —Howard Gardner, Gardner, Changing MindsChanging Minds

““You must You must bebe the change you the change you

wish to see in the wish to see in the world.”world.”

GandhiGandhi

You = Your You = Your calendarcalendar***Calendars *Calendars nevernever lielie

*Presence where it*Presence where it matters.matters.*Intimacy.*Intimacy.*Leader’s world is*Leader’s world is theater.theater.*Acting skills.*Acting skills.*Great (!) storyteller.*Great (!) storyteller.*The life you live,*The life you live, 24/7/36524/7/365

Excellence:Excellence:Friendship,Friendship,

smiles, charm,smiles, charm,body languagebody language

Tom Peters/1203.08Tom Peters/1203.08

Dwight D. Dwight D. EisenhowerEisenhower

““Allied commands depend Allied commands depend on mutual confidence on mutual confidence [and this confidence] [and this confidence] is gained, above all is gained, above all

through the through the develodeveloppmentment ofof friendshifriendshippss.”.”

——General D.D. Eisenhower, General D.D. Eisenhower, Armchair GeneralArmchair General* (05.08)* (05.08)

*“Perhaps his most outstanding ability [at West Point]*“Perhaps his most outstanding ability [at West Point] was the ease with which he was the ease with which he made friends and earned the made friends and earned the

trusttrust of fellow cadets who came from widely varied of fellow cadets who came from widely varied backgrounds; it was a quality that would pay greatbackgrounds; it was a quality that would pay great

dividends during his future coalition commanddividends during his future coalition command

Ike: An American HeroIke: An American Hero, Michael Korda/pp268-371:, Michael Korda/pp268-371:

““infectious grin and great charm” “nice face” infectious grin and great charm” “nice face”

“grin that was to become so “grin that was to become so famous”famous” “got along famously” “goodwill was “got along famously” “goodwill was

spontaneous and easily recognizable” “good spontaneous and easily recognizable” “good impression that Ike had made in six weeks” impression that Ike had made in six weeks” [newcomer [newcomer

junior general to supreme commander, Torch; Marshall-ADM King-Roosevelt-junior general to supreme commander, Torch; Marshall-ADM King-Roosevelt-Churchill-British Chiefs of Staff]Churchill-British Chiefs of Staff] “least rank-conscious of “least rank-conscious of

generals” “Men were happy to serve under Ike, even generals” “Men were happy to serve under Ike, even British admirals and generals who might easily have British admirals and generals who might easily have raised objections. His sincerity and lack of ceremony raised objections. His sincerity and lack of ceremony made it difficult, even impossible, to refuse him, and made it difficult, even impossible, to refuse him, and

enabled him very rapidly to pull a team together …” enabled him very rapidly to pull a team together …” “Ike was gregarious, rarely had anything bad to say “Ike was gregarious, rarely had anything bad to say

about anyone, and, on the surface at least, was relaxed about anyone, and, on the surface at least, was relaxed and good natured.” “Whereas Ike’s good humor was and good natured.” “Whereas Ike’s good humor was

genuine, unaffected, and affectionate, Monty’s genuine, unaffected, and affectionate, Monty’s [Field Marshall Montgomery][Field Marshall Montgomery] was cruel and mocking and was cruel and mocking and

always carried a sting”always carried a sting”

Ike: An American HeroIke: An American Hero, Michael Korda/p430:, Michael Korda/p430:““The Allies had generals with, perhaps, a sharper The Allies had generals with, perhaps, a sharper

strategic vision than Ike. … There were also generals strategic vision than Ike. … There were also generals who were more experienced at ‘fighting a battle.’ … who were more experienced at ‘fighting a battle.’ … But there was nobody who had anything like Ike’s But there was nobody who had anything like Ike’s record of leading people in an alliance—always the record of leading people in an alliance—always the most difficult feat in warfare. … What is more, Ike most difficult feat in warfare. … What is more, Ike somehow inspired people: civilians and ordinary somehow inspired people: civilians and ordinary

soldiers of both nations, even cynical political figures soldiers of both nations, even cynical political figures and the always troublesome French. and the always troublesome French. SomethinSomethingg about about his bihis bigg ggrin; his long-limbed, loose American warin; his long-limbed, loose American wayy of of walkinwalkingg (the Kansas farm bo (the Kansas farm boyy ggrown to a man); his rown to a man); his

easeasyy, familiar wa, familiar wayy of speakin of speakingg to ever to everyybodbodyy from Kin from Kingg GeorGeorgge VI down to e VI down to pprivates in both armies; his lack of rivates in both armies; his lack of

ppretension; his evident sinceritretension; his evident sincerityy … They were willing to … They were willing to be led by him, They were willing to have him command be led by him, They were willing to have him command their sons and husbands in battle. They trusted him. their sons and husbands in battle. They trusted him.

TheTheyy were willin were willingg to die for him to die for him.”.”

nelson nelson MandelaMandela

““Mandela, a model host [in his prison hospital room] Mandela, a model host [in his prison hospital room] smiled grandly, put [Justice Minister Kobie] Coetzee at smiled grandly, put [Justice Minister Kobie] Coetzee at

his ease, and almost immediately, to their quietly his ease, and almost immediately, to their quietly contained surprise, prisoner and jailer found themselves contained surprise, prisoner and jailer found themselves

chatting amiably. … chatting amiably. … [[It had mostlIt had mostlyy] to do with ] to do with bodbodyy lan langguauagge, with the ime, with the imppact Mandela’s act Mandela’s

manner had on manner had on ppeoeopple he met. First there was le he met. First there was his erect his erect pposture. Then there was the waosture. Then there was the wayy he he shook hands. The effect was both reshook hands. The effect was both reggal and al and intimidatinintimidatingg, were it not for Mandela’s warm , were it not for Mandela’s warm

ggaze and his biaze and his bigg, eas, easyy smile smile.. … Coetzee was … Coetzee was surprised by Mandela’s willingness to talk in Afrikaans, surprised by Mandela’s willingness to talk in Afrikaans, his knowledge of Afrikaans history.” Coetzee: “He was a his knowledge of Afrikaans history.” Coetzee: “He was a born leader. And he was affable. He was obviously well born leader. And he was affable. He was obviously well

liked by the hospital staff and yet he was respected even liked by the hospital staff and yet he was respected even though they knew he was a prisoner.”though they knew he was a prisoner.”

Source: John Carlin, Source: John Carlin, Playing the Enemy: Nelson Mandela Playing the Enemy: Nelson Mandela and the Game that Made a Nation. (Mandela meets surreptitiously withand the Game that Made a Nation. (Mandela meets surreptitiously with

justice minister after decades in prison—and turns on the charm)justice minister after decades in prison—and turns on the charm)

““Prison was a pPrison was a political staolitical staggee. . … He honed his natural ability … He honed his natural ability

for for theatertheater toward the toward the achievement of political ends, achievement of political ends, rehearsing his role among his rehearsing his role among his jailers. … taught himself their jailers. … taught himself their language … set about learning language … set about learning

the Afrikaan mentality …”the Afrikaan mentality …”Source: John Carlin, Source: John Carlin, Playing the Enemy: Playing the Enemy:

Nelson Mandela and the Game that Made a Nation)Nelson Mandela and the Game that Made a Nation)

Guard:Guard: “He actually preached this “He actually preached this to us, the Afrikaaner was an to us, the Afrikaaner was an African. … whatever solution African. … whatever solution there was going to be on the there was going to be on the political issues was going to political issues was going to involve Afrikaans people.”involve Afrikaans people.”

Source: John Carlin, Source: John Carlin, Playing the Enemy: Playing the Enemy: Nelson Mandela and the Game that Made a Nation. Nelson Mandela and the Game that Made a Nation.

““He set himself a He set himself a goal—to persuade goal—to persuade them to treat him them to treat him

with dignity.”with dignity.”Source: John Carlin, Source: John Carlin, Playing the Enemy: Nelson Mandela Playing the Enemy: Nelson Mandela

and the Game that Made a Nation. and the Game that Made a Nation.

Mandela re jailers: “The key to it Mandela re jailers: “The key to it was respect, ordinary respect.” was respect, ordinary respect.”

“George [Bizos, Mandela’s lawyer], “George [Bizos, Mandela’s lawyer], I’m sorry, I have not introduced I’m sorry, I have not introduced you to my guard of honor [eight you to my guard of honor [eight

guards].” “Mandela identified each guards].” “Mandela identified each of the officers to Bizos by name. of the officers to Bizos by name. The guards were so stunned [per The guards were so stunned [per Bizos] ‘that they actually behaved Bizos] ‘that they actually behaved

like a guard of honor, each like a guard of honor, each respectfully shaking my hand.’”respectfully shaking my hand.’”

Source: John Carlin, Source: John Carlin, Playing the Enemy: Playing the Enemy: Nelson Mandela and the Game that Made a Nation. Nelson Mandela and the Game that Made a Nation.

Major Van Sittert, brute commanding officers, Major Van Sittert, brute commanding officers, immune to Mandela’s charm: “He thought immune to Mandela’s charm: “He thought

hard, probing for weakness. And he found one. hard, probing for weakness. And he found one. Sittert was a rugby nut. So, Mandela, who had Sittert was a rugby nut. So, Mandela, who had no special interest in rugby [the quintessential no special interest in rugby [the quintessential

white man’s sport], set about zealously white man’s sport], set about zealously learning the game in preparation for the learning the game in preparation for the

major’s monthly visit.” Christo Brand, guard: major’s monthly visit.” Christo Brand, guard: “Mandela was very polite as usual. “Mandela was very polite as usual. He He ggreetedreeted

[Sittert] [Sittert] with a biwith a bigg smile smile, and then , and then immediately started talking rugby. … Once the immediately started talking rugby. … Once the

major got over his amazement, he became major got over his amazement, he became very animated, agreeing with Mandela on very animated, agreeing with Mandela on

almost every point he made. You could see all almost every point he made. You could see all those doubts of the major just melting away.”those doubts of the major just melting away.”

Source: John Carlin, Source: John Carlin, Playing the Enemy: Playing the Enemy: Nelson Mandela and the Game that Made a NationNelson Mandela and the Game that Made a Nation

““[The Springboks] had become, [The Springboks] had become, literally, political players. On this literally, political players. On this

morning of the final, they understood morning of the final, they understood with daunting clarity that victory with daunting clarity that victory

against New Zealand might achieve against New Zealand might achieve the seemingly impossible: unite a the seemingly impossible: unite a country more polarized by racial country more polarized by racial

division than any other in the world.”division than any other in the world.”

Source: John Carlin, Source: John Carlin, Playing the Enemy: Nelson Mandela Playing the Enemy: Nelson Mandela and the Game that Made a Nation. (Mandela uses Rugby and the Game that Made a Nation. (Mandela uses Rugby

World Cup championship game to unite South Africa)World Cup championship game to unite South Africa)

““We hire people who smile”—Starbucks managerWe hire people who smile”—Starbucks manager

dr. Paul dr. Paul farmerfarmer

“… “… a luminescent smilea luminescent smile” … “he’d greet ” … “he’d greet the hospital operator the hospital operator [Brigham and Women’s, [Brigham and Women’s,

Boston]Boston] —whichever of the dozen or so —whichever of the dozen or so came on the line—and quickly ask came on the line—and quickly ask about her blood pressure or her about her blood pressure or her

husband’s heart condition, or her husband’s heart condition, or her mother’s diabetes …” … “Farmer sat mother’s diabetes …” … “Farmer sat down on Joe’s bed, on the corner of a down on Joe’s bed, on the corner of a mattress, folding himself half around mattress, folding himself half around

Joe … He placed a hand on Joe’s Joe … He placed a hand on Joe’s shoulder and stroked it. … shoulder and stroked it. … as if there as if there

were no one else in the worldwere no one else in the world.” .” ——Tracy Kidder, Tracy Kidder, Mountains Beyond Mountains: The Quest of Dr. Paul Farmer, Mountains Beyond Mountains: The Quest of Dr. Paul Farmer,

a Man Who Would Cure the Worlda Man Who Would Cure the World

Ben FranklinBen Franklin

““In the same bitter winter of 1776 that Gen. George Washington led his beleaguered troops In the same bitter winter of 1776 that Gen. George Washington led his beleaguered troops across the Delaware River to safety, Benjamin Franklin sailed across the Atlantic to Paris to across the Delaware River to safety, Benjamin Franklin sailed across the Atlantic to Paris to

engage in an equally crucial campaign, this one diplomatic. A lot depended on the bespectacled engage in an equally crucial campaign, this one diplomatic. A lot depended on the bespectacled and decidedly unfashionable 70-year-old as he entered the world’s fashion capitol sporting a and decidedly unfashionable 70-year-old as he entered the world’s fashion capitol sporting a simple brown suit and a fur cap. … simple brown suit and a fur cap. … Franklin’s miracle was that armed Franklin’s miracle was that armed only with his only with his canncannyy personal charm personal charm and reputation as a and reputation as a scientist and philosopher, he was able to cajole a wary scientist and philosopher, he was able to cajole a wary French government into lending the fledgling American French government into lending the fledgling American

nation an enormous fortune.nation an enormous fortune. … The enduring image of Franklin in Paris tends … The enduring image of Franklin in Paris tends to be that of a flirtatious old man, too busy visiting the city’s fashionable salons to pursue to be that of a flirtatious old man, too busy visiting the city’s fashionable salons to pursue

affairs of state as rigorously as John Adams. affairs of state as rigorously as John Adams. When Adams joined Franklin in When Adams joined Franklin in Paris in 1779, he was scandalized by the late hours and Paris in 1779, he was scandalized by the late hours and French lifestyle his colleague had adopted, says [Stacy French lifestyle his colleague had adopted, says [Stacy

Schiff, in A Great Improvisation] Adams was clueless that Schiff, in A Great Improvisation] Adams was clueless that it was through the dropped hints and seemingly offhand it was through the dropped hints and seemingly offhand

remarks at these salons that so much of French remarks at these salons that so much of French diplomacy was conducted.diplomacy was conducted. … Like the Beatles arriving in America, Franklin … Like the Beatles arriving in America, Franklin aroused a fervor—his face appeared on prints, teacups and chamber pots. The extraordinary aroused a fervor—his face appeared on prints, teacups and chamber pots. The extraordinary popularity served Franklin’s diplomatic purposes splendidly. Not even King Louis XVI could popularity served Franklin’s diplomatic purposes splendidly. Not even King Louis XVI could

ignore the enthusiasm that had won over both the nobility and the bourgeoisie. …”ignore the enthusiasm that had won over both the nobility and the bourgeoisie. …”

Source: “In Paris, Taking the Salons By Storm: How the Canny Ben Franklin TalkedSource: “In Paris, Taking the Salons By Storm: How the Canny Ben Franklin Talked the French into Forming a Crucial Alliance,” the French into Forming a Crucial Alliance,” U.S. News & World ReportU.S. News & World Report, 0707.08, 0707.08

The ragtag and victory-less Continental Army was retreating, George The ragtag and victory-less Continental Army was retreating, George Washington notwithstanding. For the Americans, finding an ally was a Washington notwithstanding. For the Americans, finding an ally was a life or death proposition. Short, fat old Benjamin Franklin was our life or death proposition. Short, fat old Benjamin Franklin was our man in Paris. Short, fat and old though he may have been, he was a man in Paris. Short, fat and old though he may have been, he was a Charmer. He won the hearts and devotion of the ladies of high society Charmer. He won the hearts and devotion of the ladies of high society with his mastery of Tea & Flattery. The Americans eked out a success with his mastery of Tea & Flattery. The Americans eked out a success at Saratoga which Franklin turned into an epic victory—and the at Saratoga which Franklin turned into an epic victory—and the besotted ladies convinced their mighty husbands to get behind the besotted ladies convinced their mighty husbands to get behind the Americans. The rest, as they say, is history.Americans. The rest, as they say, is history.

The launchpad for Gulf War I was Saudi Arabia. Despite the Saudis The launchpad for Gulf War I was Saudi Arabia. Despite the Saudis need to have Iraq’s Kuwaiti incursion reversed, the Kingdom was need to have Iraq’s Kuwaiti incursion reversed, the Kingdom was touchy about the massive American military presence on their Holy touchy about the massive American military presence on their Holy soil. Allied supreme commander Norm Schwarzkopf says, tongue only soil. Allied supreme commander Norm Schwarzkopf says, tongue only half in cheek, that his principal contribution to the war effort was half in cheek, that his principal contribution to the war effort was nightly marathon sessions sipping tea with the Crown Prince.nightly marathon sessions sipping tea with the Crown Prince.

The point: No matter how weighty the cause, “giving good The point: No matter how weighty the cause, “giving good tea”—an incredible and expensive (in terms of time) tea”—an incredible and expensive (in terms of time) investment in key relationships is typically invaluable and of investment in key relationships is typically invaluable and of decisive decisive strategicstrategic importance. Message: Master the Art of Tea importance. Message: Master the Art of Tea—metaphorically at least—and make it in to the history books. —metaphorically at least—and make it in to the history books.

GiveGive good good tea! tea!

Captain Captain mikemike

““Retired United States Navy Captain Mike Abrashoff knows the Retired United States Navy Captain Mike Abrashoff knows the

importance of saying importance of saying ‘Thank you.’‘Thank you.’ In In It’s Your Ship, It’s Your Ship, Abrashoff relates how he sent letters to the parents of his crew members Abrashoff relates how he sent letters to the parents of his crew members on the guided-missile destroyer USS Benfold, many of whom came from on the guided-missile destroyer USS Benfold, many of whom came from underprivileged backgrounds. Putting himself in those parents’ shoes, he underprivileged backgrounds. Putting himself in those parents’ shoes, he imagined how happy they would be to hear from the Commanding Officer imagined how happy they would be to hear from the Commanding Officer that their sons and daughters were doing well. And he figured that those that their sons and daughters were doing well. And he figured that those parents would, in turn, call their children to tell them how proud they parents would, in turn, call their children to tell them how proud they were of them. were of them.

““Abrashoff debated whether to send a letter to the parents of one Abrashoff debated whether to send a letter to the parents of one young man who wasn’t really star material. Weighing the sailor’s young man who wasn’t really star material. Weighing the sailor’s progress, he decided to go ahead. A couple of weeks later, the sailor progress, he decided to go ahead. A couple of weeks later, the sailor appeared at his door, tears streaming down his face. It seems that the appeared at his door, tears streaming down his face. It seems that the kid’s father had always considered him a failure and told him so. After kid’s father had always considered him a failure and told him so. After reading the captain’s letter, he called to congratulate his son and tell him reading the captain’s letter, he called to congratulate his son and tell him how proud he was of him. ‘Captain, I can’t thank you enough,’ said the how proud he was of him. ‘Captain, I can’t thank you enough,’ said the young man. For the first time in his life, he felt loved and encouraged by young man. For the first time in his life, he felt loved and encouraged by his father.his father.

““As Abrashoff says, ‘Leadership is the art of practicing simple thingsAs Abrashoff says, ‘Leadership is the art of practicing simple things—commonsense gestures that ensure high morale and vastly increase the —commonsense gestures that ensure high morale and vastly increase the odds of winning.’odds of winning.’ In other words, small changes can have big In other words, small changes can have big consequences. consequences.

Source : Source : Rick Faulk and Barry Libert, Rick Faulk and Barry Libert, BARACK, INC.BARACK, INC. What Business Can Learn from the Obama CampaignWhat Business Can Learn from the Obama Campaign

Charlie Charlie WilsonWilson et al. et al.

George Crile George Crile (Charlie Wilson’s War(Charlie Wilson’s War) on Charlie ) on Charlie Wilson:Wilson: ““The way things normally work,The way things normally work,

if you’re not Jewish you don’t get into the Jewish if you’re not Jewish you don’t get into the Jewish caucus, but Charlie did. caucus, but Charlie did.

And if you’re not black you don’t get And if you’re not black you don’t get into the black caucus. But Charlie plays poker with into the black caucus. But Charlie plays poker with

the black caucus; they hadthe black caucus; they had a game, and he’s the only white guy in it. The a game, and he’s the only white guy in it. The

House [of Representatives], House [of Representatives], like any human institution, is movedlike any human institution, is moved

by friendships, and no matter what people might by friendships, and no matter what people might think about Wilson’s antics, think about Wilson’s antics, thetheyy tend to tend to

like him and enlike him and enjjooyy his comhis comppananyy.”.”

The 95% Factor:The 95% Factor: “What I learned “What I learned from my years as a hostage from my years as a hostage negotiator is that we do not negotiator is that we do not have to feel powerless—and have to feel powerless—and

that that bondinbondingg is the is the antidote to the hostage antidote to the hostage

situation.”situation.” —George Kohlrieser, —George Kohlrieser, Hostage at the Hostage at the TableTable

The Real World’s “Little” Rule BookThe Real World’s “Little” Rule BookBen/teaBen/tea

Norm/teaNorm/teaDDE/make friendsDDE/make friends

WFBuckley/make friends-help friendsWFBuckley/make friends-help friendsGust/Suck downGust/Suck down

Charlie/poker pal-BOFCharlie/poker pal-BOFEddie (Edward VII)/dance-flatter-mingle-learn the languageEddie (Edward VII)/dance-flatter-mingle-learn the language

Vlad (Putin)/birthday party of outgroup guy’s wifeVlad (Putin)/birthday party of outgroup guy’s wifeCIO/finance networkCIO/finance network

ERP installer/consult-“one line of code”ERP installer/consult-“one line of code”GE Energy/make friends in risk assessmentGE Energy/make friends in risk assessment

GWB/check the invitation listGWB/check the invitation listGHWB/T-notesGHWB/T-notes

Hank (Paulson)/60 callsHank (Paulson)/60 callsMarkM/5K-5MMarkM/5K-5M

Delaware/show upDelaware/show upOppy (Oppenheimer)/snub Lewis StraussOppy (Oppenheimer)/snub Lewis Strauss

NM (Mandela)/smileNM (Mandela)/smile-$4.3T/tin ear-$4.3T/tin ear

TP/3M, I’m sorryTP/3M, I’m sorrytp.com/Big 4-What do you think?tp.com/Big 4-What do you think?

Women/genesWomen/genesBanker/after churchBanker/after church

Total Bloody Mess/Can they pay back the loan?Total Bloody Mess/Can they pay back the loan?

Sorry, take forever to cover all this.Sorry, take forever to cover all this.

Exuberance:Exuberance: The Passion for The Passion for

LifeLife, by Kay , by Kay Redfield Redfield JamisonJamison

Exuberance: The Passion for LifeExuberance: The Passion for Life, by Kay Redfield Jamison+, by Kay Redfield Jamison+

““I believe exuberance is incomparably I believe exuberance is incomparably more important than we acknowledge. more important than we acknowledge.

If, as has been claimed, enthusiasm If, as has been claimed, enthusiasm finds the opportunities and energy finds the opportunities and energy makes the most of them, a mood of makes the most of them, a mood of mind that yokes the two of them is mind that yokes the two of them is formidable indeed. …Exuberance is,formidable indeed. …Exuberance is,

at its quick, contagious. As it spreads at its quick, contagious. As it spreads pell-mell through a group, exuberance pell-mell through a group, exuberance

excites, it delights, and it dispels excites, it delights, and it dispels tension. It alerts the group to change tension. It alerts the group to change

and possibility.”and possibility.”

Exuberance: The Passion for LifeExuberance: The Passion for Life, by Kay Redfield Jamison+, by Kay Redfield Jamison+““At a time of weakness and mounting despair inAt a time of weakness and mounting despair in the the

democratic world, Roosevelt stood out by his democratic world, Roosevelt stood out by his astonishinastonishingg a appppetite for lifeetite for life and by his and by his apparently complete freedom from fear of the future; as apparently complete freedom from fear of the future; as

a man who welcomed the future eagerly as such, and a man who welcomed the future eagerly as such, and conveyed the feeling that whatever the times might conveyed the feeling that whatever the times might bring, all would be grist to his mill, nothing would be bring, all would be grist to his mill, nothing would be

too formidable or crushing to be subdued. He had too formidable or crushing to be subdued. He had unheard of enerunheard of energygy and and ggustousto … and … and was a spontaneous, optimistic, pleasure-loving ruler was a spontaneous, optimistic, pleasure-loving ruler

with with unparalleled caunparalleled cappacitacityy for for creatincreatingg confidence confidence.”.”

——Isaiah Berlin on FDRIsaiah Berlin on FDR

Exuberance: The Passion for LifeExuberance: The Passion for Life, by Kay Redfield Jamison+, by Kay Redfield Jamison+

““A leader is someone who creates A leader is someone who creates infectious infectious enthusiasmenthusiasm.”.” —Ted Turner—Ted Turner

“‘“‘Glorious’ was a term [John] Muir would invoke time and Glorious’ was a term [John] Muir would invoke time and again … despite his conscious attempts to eradicate it again … despite his conscious attempts to eradicate it

from his writing. from his writing. ‘‘GloriousGlorious’’ and and ‘‘jojoy’y’ and and ‘‘exhilarationexhilaration’:’: no matter how often he scratched out no matter how often he scratched out these words once he had written them, they sprang up these words once he had written them, they sprang up

time and againtime and again …” …”““To meet Roosevelt, said Churchill, ‘with all his To meet Roosevelt, said Churchill, ‘with all his

buobuoyyantant sspparklearkle, his, his iridescenceiridescence,’ was like ,’ was like ‘‘ooppenineningg a bottle of cham a bottle of champpaaggnene.’ Churchill, who knew .’ Churchill, who knew

both champagne and human nature, recognized ebullient both champagne and human nature, recognized ebullient leadership when he saw it.”leadership when he saw it.”

““The multitudes were swept forward till their The multitudes were swept forward till their ppaceace was was the same as his.” the same as his.” —Churchill on T.E. Lawrence—Churchill on T.E. Lawrence

““I am a I am a dispenser of dispenser of

enthusiasm.”enthusiasm.” —Ben Zander, symphony conductor-management “guru”

EX-UB-ER-EX-UB-ER-ANCE!ANCE!

*Readily make friends (quality, quantity)*Readily make friends (quality, quantity)*Likes people!!!!!!!!!!!!!!*Likes people!!!!!!!!!!!!!!*Body language (esp. open, biiiiiiiiiiiiig,*Body language (esp. open, biiiiiiiiiiiiig, easy smile)easy smile)*“Common touch”*“Common touch”*Listening skills-sensitivity*Listening skills-sensitivity*Courtesy*Courtesy*Decency*Decency*Intensity of engagement (“as if there*Intensity of engagement (“as if there were no one else in the world”)were no one else in the world”)*Desperate to make people successful *Desperate to make people successful *Work (and plan) like a demon at*Work (and plan) like a demon at relationships—it’s always theaterrelationships—it’s always theater*Enthusiasm-energy-exuberance (obvious*Enthusiasm-energy-exuberance (obvious appetite for life)appetite for life)

““Courtesies of a small Courtesies of a small and trivial character and trivial character are the ones which are the ones which

strike deepest in the strike deepest in the grateful and grateful and

appreciating heart.”appreciating heart.” —Henry Clay

Excellence:Excellence:RespectRespect!!

Tom Peters/1204.08Tom Peters/1204.08

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

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

college president.college president. He was He was seriously interested in seriously interested in

who you were and what who you were and what you had to say.”you had to say.”Sara Lawrence-Lightfoot, Respect

““The The [Union senior][Union senior] officers rode past the officers rode past the Confederates smugly without any sign Confederates smugly without any sign of recognition except by one. ‘When of recognition except by one. ‘When

GeneralGeneral GrantGrant reached the line of reached the line of ragged, filthy, bloody, despairing ragged, filthy, bloody, despairing

prisoners strung out on each side of prisoners strung out on each side of the bridge, he lifted his hat and held it the bridge, he lifted his hat and held it over his head until he passed the last over his head until he passed the last man of that living funeral cortege. He man of that living funeral cortege. He was the only officer in that whole train was the only officer in that whole train

who recognized us as being on the who recognized us as being on the face of the earth.’*”face of the earth.’*”

*quote within a quote from diary of a Confederate soldier

““We behaved as if we We behaved as if we were were gguests in their uests in their househouse. We treated . We treated

them not as a defeated them not as a defeated people, but as allies. people, but as allies. Our success became Our success became

their success.”their success.” —“How One Soldier —“How One Soldier Brought Democracy to Iraq: The Mayor of Ar Rutbah” Brought Democracy to Iraq: The Mayor of Ar Rutbah”

(MAJ James Gavrilis/USA Special Forces)(MAJ James Gavrilis/USA Special Forces)

““Don’t Don’t belittle!”belittle!”

—OD Consultant, sole piece of advice to major client—OD Consultant, sole piece of advice to major client

““What creates trust, in What creates trust, in the end, is the leader’s the end, is the leader’s

manifest respect for manifest respect for the followers.”the followers.” — Jim O’Toole, — Jim O’Toole, Leading Leading

ChangeChange

““The The deepest deepest

human need human need is the need is the need

to be to be appreciated.appreciated.

””—William James—William James

““I wasn’t bowled over by I wasn’t bowled over by [David Boies][David Boies] intelligence. … What impressed me was intelligence. … What impressed me was

that when he asked a question, he waited that when he asked a question, he waited for an answer.for an answer. He not onlHe not onlyy

listened, he made me feel listened, he made me feel like I was the onllike I was the onlyy pperson erson in the roomin the room.”.” —Lawyer Kevin _____, on his —Lawyer Kevin _____, on his

first, inadvertent meeting with David Boies, from Marshallfirst, inadvertent meeting with David Boies, from Marshall Goldsmith, “The Goldsmith, “The One SkillOne Skill That Separates,” That Separates,” Fast CompanyFast Company, 07.05, 07.05

““No matter what the situation, No matter what the situation, [the excellent manager’s][the excellent manager’s] first first

response is always to think response is always to think about the individual concerned about the individual concerned

and and how thinhow thinggs can be s can be arranarrangged to heled to helpp that that individual exindividual expperienceerience

successsuccess.”.” —Marcus Buckingham, —Marcus Buckingham, The One The One Thing You Need to KnowThing You Need to Know

““Either love your players or get out of Either love your players or get out of coaching.”coaching.” —Bobby Dodd, legendary football coach. —Bobby Dodd, legendary football coach.

““I do not need to like my players, but I I do not need to like my players, but I must love them.”must love them.” —Vince Lombardi —Vince Lombardi

““I have always believed that the I have always believed that the purpose of the corporation is to be a purpose of the corporation is to be a blessing to the employees.”blessing to the employees.” —Boyd Clarke —Boyd Clarke

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

““Ph.D. in leadership. Short Ph.D. in leadership. Short course: Make a short list of course: Make a short list of all things done to you that all things done to you that

you abhorred. Don’t do them you abhorred. Don’t do them to others. Ever. Make to others. Ever. Make

another list of things done to another list of things done to you that you loved. Do them you that you loved. Do them to others. Always.”to others. Always.” — Dee Hock,

founder, Visa International

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

—Samuel Taylor Coleridge—Samuel Taylor Coleridge