“Forcing your employees to follow required steps only prevents customer dissatisfaction. If your goal is truly to satisfy, to create advocates, then the step-by-step approach alone cannot get you there. Instead, you must select employees who have the talent to listen and to teach, and then you must focus them toward simple emotional outcomes like partnership and advice....Identify a person's strenths. Define outcomes that play to those strengths. Find a way to count, rate or rank those outcomes. And then let the person run.” IfsWayPersonsPlayRunningGoalSimpleStepsTeachFocusAdviceTalentEmotionalApproachRateCustomersOutcomesEmployeePartnershipSelectDissatisfaction Book:First, Break All The Rules: What The Worlds Greatest Managers Do Differently Source: First, Break All The Rules: What The Worlds Greatest Managers Do Differently
“Secretary of state Colin Powell himself eloquently pointed out the many ways to get at the root of this problem... economic, diplomatic, legal and political, as well as military. A rush to launch precipitous military counterattacks runs too great a risk that more innocent men, women and children will be killed. I could not vote for a resolution that I believe will lead to such an outcome.” MenWayBelieveWellsChildrenStatesProblemRunningPoliticalI BelieveRiskEconomicMilitaryRootsVoteInnocentOutcomesResolutionSecretaryMen WomenEloquenceDiplomaticInnocent Man Author:Barbara Lee
“A Marathon is not about running, it is about salvation. We spend so much of our lives doubting ourselves, thinking we're not good enough, not strong enough, not made of the right stuff. The Marathon is an opportunity for redemption. "Opportunity," because the outcome is uncertain. "Opportunity," because it is up to you, and only you, to make it happen; only you can turn your farfetched dream into a reality.” ThinkingMadeEnoughDreamRealityHappensRunningTurnsOpportunityStrongStuffDoubtOur LivesSalvationRedemptionOutcomesGood EnoughUncertainMarathonStrong EnoughUp To YouMake It HappenNot Good EnoughNot StrongNot Strong EnoughRight Stuff Author:Dean Karnazes