“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
“There are two differing approaches and they have different virtues, the method of talent management and recruitment.” TwoDifferentVirtueTalentApproachManagementMethodRecruitment Author:John Gibbons
“Non-cooperative approaches, by contrast, almost always involve duplication of effort, since someone working independently must spend time and skills on problems that already have been encountered and overcome by someone else. A technical hitch, for example, is more likely to be solved quickly and imaginatively if scientists (including scientists from different countries) pool their talents rather than compete against one another.” IfsHas BeensDifferentCountryProblemEffortTalentExampleSkillsApproachScientistOvercomingIncludingPoolContrastEnd TimesSpend TimeCooperativesDifferent CountriesDuplication Author:Alfie Kohn