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Soneur op ATpreumso] UDMA UOFeA [EBa| Jo Atomeq B WRIA AI tuado on snoge se seBeueu yporo atp siveqre Jo aBers stn V sjasmof ouo wey Jannsue Ue NOA {IUN0Te Boll 0} aneu 1 saigeq anor own pte yom a ayeur nok 288 0} re uON, ha *SHEAOU Fe2UoWNUaS e 30 sa]ajayOOM pute ay 12 3S112A0U 8 I 7 MBEE Me 51 3s 2eu YO, :fes fous ayp pies puv sourosno ai aysu02es spoyraus asetn Jo Aue PIC ponbi Says 3mseu # ganogn quauinB.m a4 spat soyas og “aroun 07 edoy 4942 pynos 24 unyp saqqowosnD ogo sow atau ‘Cevduuon aya ‘Coy ao4 parpusjnun Aull ‘Buoiat Kyruoprpuogun pup éjamjosq” pat “deiuozsno ayp ‘ay exofoserp ‘3yBt4 Kyouopn;puogut PUD Aamposqn spat Sunduion ays ays uyoyd Aon 38 apo AOU C “anip asnd Buoy svat 2042 134 B 122]}00 03 at00 POY, og so Kinng wary pos pu soutorsno yooa wo parvo Kaul | efpqand yonur of 65 Poof 20u 5.21 moury 102 198 01 sa " \sBUNOK 203 224 Puy "nok 20 owios ‘sanjasimod uaspio 208 oa neg Y MOU NOA, ‘pres aH -uespyyD wou urexzos 01 ‘sn . see on ony no jwey ‘ Ut doap ‘oursap aup o1 payeadde oy ‘on ousted aa id ; 194 ‘Aes UIP 2H ‘soanous J9}G0U atn 02 poreadde Je somiord Burd edsitau dors 01 paysia “af Burddeus wiosy sioydesBoroud apopocoons Kaun asoddns nok oc sa anpz2do 98919 2 ox yoo iuounsedap pox ova ul uoU out Sdaxs aun a1P aI2H jest 33) auf SEAL YU “0S les PUE ~ Wy SEH MO Aaedusoo aup 08 ‘auop HOM oun 03 pauBis ey ZoWIOISTD a peo uj Buoum sem afrey> ouo wos reIp PeuuTEP Yee 3G synua ot parsaraud ssoUoisno ain Jo auON ‘Buppaies 30) sl Ha Ged on pasryosfuedusoo qousoine ujeueo vo siowICTO RS ‘juju Jo nuopmis 42030 ® “SeUNOUL, "1 SOW po Auoxs ann sip Buypeos ofa as no yn 1 one Ke <4 O81 3.useop soytoU Ay “aious hue 24 Sn JO Je eyp @A0} 1 ue toadsor 9 = 01 poeadde oy ‘on ga oy ne 22.1 ystiqnd 20u of ou P ase) ne fd, “Aes oy Aun sadedsmou » P I :930W Aue our 30 Pip ang son 7 1 ous 7 AMEN IP 94 Yoru wry 30 omni °F SLIPYRION puoy are} atp uoyyy, 26) SAMIT Asomuuaes PyHL Wadd WY NN INL 0 AYA UNDA 983.402 NIM ox OW 26)194 wow 70 WIN P32 ro YOUR WAY oF THINKING 1 My visit to each customer was likewise to collect a bill long past due ~ a bill that we knew was absolutety right. But 1 didn’t say a word about that. explained I had called to find out what it was the company had done, or failed to do. Imade it clear that, until I had heard the customer's story, 1. had no opinion to offer. told him the company made no claims to being infatible. 5 told him Iwas interested only in his car, and that he knew more about his car than anyone else in the world: that he swas the authority on the subject. 4 Tec him taik, and I listened to him with all the interest and , sympathy that he wanted - and had expected. 5 Finally, when the customer was in a reasonable mood, I put the whole thing up to his sense of fair play. I appealed to the nobler motives. ‘First,’ said, T want you to know I also feet that this matter has been badly mishandled. You've been inconvenienced and annoyed and irritated by one of out representatives. That should never have happened. I'm sorry and, as a representative of the company, I apologise. As I sat here and listened to your side of the story, I could not help being impressed by your fairness and patience. And new, because you are fair-minded and patient, I am going to ask ‘you £0 do something for me. It’s something that you can do better than anyone else, something you know more about than anyone else. Here is your bill; I know it is safe for me to ask you to adjust it, just as you would do if you were the’ president of my company. 1 am going t0 leave it ail up t0 you. Whatever you say goes.” Did he adjust the bil? He certainly dia, and got quite a hick out of it. The bills ranged from $150 to $400 ~ but did the customer give himself the best of it? Yes, one of them did! One of them refused to pay a penny of the disputed s AW APPEAL THAT everveoor LIKES 195, charge; but the other five all gave the company the best of itt And here's the cream of the whole thing: we delivered new cars to all six of these customers within the next two years! “Experience has taught me,” says Mr. Thomas, ‘That when no information can be secured about the customer, the only sound basis on which to proceed is to assume that he or she is sincere, honest, truthful and willing and anxious to pay the charges, once convinced they are correct. To put it differently and pethaps more dearly, people are honest and want to discharge their obligations. ‘The exceptions to that rule are compar ‘convinced that the individuals who are inci most cases react favourably if you make them feel that you consider them honest, upright and fai. + PRINCIPLE 10 Appeal to the nobler motives. ase 2gif SLO UT SHON. I, “souypews pjo sty Jo re onerdor ‘on wry Wor) sopi0 ue 298 01 ajae sem | “wy poddors AqTeaL 4opIy ‘aun Bunay saquuad yo punos ayp ang “wy o2 asarenuT Jo U39q OEY nous sp1om s10Ur au, ‘@alluente az0us eUsedeq APDIP OH 290K ‘ap uo seruved Jo mupuey © ma a. auUt| ok YBNoRyL se08 oworsno v awn Aroso seluuod Rowe Summon Altes a1e NOA, “ulhy plo. pue Joumo ay poyseosdde 1 “pauorysey-PIO ‘san aiam sio1unoo imoyoup sty ze Bufsn sem a4 S10NS1B9s USED BLA pip mes pue 129038 pooysnogysiow # Uo pare [ HOOK 6° uonensuowlsp onewer fq ayes ® epeur oy Nou, pro "wari, ‘puourypra UI GorsiBey yseD juoMeN) Auedwsoo “YON aug 0) sas oymn ‘sueUTEAA ustf “Ase9 5,1 “3H NOK Jo DaKSe jamie fue ut 30 sseuisng uy seapr mod asneweIP WED OA ‘uot Ang o1 afdoadineB op Aaun pue ~ pjos Buroq st sanareym hq posoyyo saBenueape| tp Jamon aun 30} asHeUTRIp asaun JO THY ‘Sionposd so ArayeA B YAU juguuarios moys {le s9oey Addex“ anoge plo» Sulaq asnf weu ej ~ san puB suum Jo Sois9s B PuNoIP suanaoueW Jeo ‘905 Jno, “fou 2 save] pureig sayo ays UaYM. WeaTD wUNYS AseOHF 5198 uaBatap 30 daos jo pusig 940 moy ",usd0p s0¥nadtuI09 sy aqpum aqm 18a) B U} pH au 30 anojoD olp saBueYD eUEIpSU! poriue ue Moy 9:0U TIN nog “suoBEIUSseId sey JO Yee Ul op stastusape yp 2eyy asKreue pue 295 UOISTAD|=Y MOK JO UOT} uy Bujuana auo UMOp 21g “stonpoud Bumas ut senbruyosr omeizesp jo asn oup Jo sajdurexa usja punoge syelozaWWOD WOISIAA}L, jeunou sous seu aly 0} PowiOoz Sales “UMOS 108K STE up yaa au ‘S122 ant] on papnPUs TeUD Aejdsyp MopurHN ¥ s38,e0P ‘ne uostod wx wou B Jo sroMORMUEW ayp eIdUIEXe sod "YOR -snewesp jo somod ap mouy Aejdsip mopurm ut sued ‘uonuane 322m nod i194 op 01 axey [1m NOK PUY wT seop worstaoya4, °F op sotAou ayy, “rysureLIMOYS asn 02 BABY TOA Jen0] BwN-pIO Bu UEUAL 16} 44100 NOK L.NOG A “Li S30 At 28 OC SAINOW 3H ‘oneweip “Bunsazequi ‘PII apeus 9q o1 Sey YIN ouL “UBNoUa ust ymnn e Funes AjroW ‘uoMesneUresp Jo AEP Up St STH ‘uop aney Ino fe) eu9W pue saunBy Jo soBed ueu “Ajantssardut asowr “sBunsoxorv} 2x0 “Aypiaia four sisey oun paKomuod 3] “soneus Supeor Bunsesoru Jo qUnoWe snowoua we pares uname aun seu ae] en pasnewesp yooa rip jo Bud ayy ‘81490 oy @ 40] Ing 'SieIjop [eseAas 40} 30u "21 plos pue Aep uo Uo jeuereU aimrea} pue sMOU siyn re panutsd pey wnaymg aun 19K ‘009 paranoo-prey e se Aureus se = sated Zo¢ paurenucd 3 dbq uo polje> sem vo0q au41 00g ® Se poystignd pue ‘1 peyissero ‘Aep aBezane uo uo spuny (fe Jo soTeUE Buypeos je uontps semBos sw wos paddyo unsymg ous ‘auop sem ai Kea oun st SUL, amou ing ‘paypjanbs aq 01 pey disso oy, Azesso00u Sem UoRoe exeIpeunuy “smeu om 001 puE Bustxzeape yoru oor ppoluseo 3] asne29q siepear 02 aauigesne seBuo} Ou seas sadedsmau ‘up reif pjor Buroq 97am suestuaapy ‘paremmouro Bujoq sem shown snomyew y “uSjeduies Bunedsiya snozeBuep e 4q pauByreus Buiag sem unayme Suauaasr enydiapetiua oun ‘OY SHV3A ANWHL eu 0d NOA L.NOG AHM ‘LI S300 AL ‘Li 0d S3INOW 3HL196 vow ro WIN PEOPLE re YOUR wa of THINKING proposed to his sweetheart, did he just use words of love? Not He ‘went down on his knees. That really showed he meant what he said. We don’t propose on our knees any more, but many suitors still set up a romantic atmosphere before they pop the question. Dramatising what you want works with children as well, Joe B. Fant, Jn, of Birmingham, Alabama, was having difficulty get ting his five-year-old boy and three-year-old daughter to pick up their toys, so he invented a ‘train." Joey was the engineer (Captain Casey Jones) on his tricycle. Janet's wagon was attached, and in the evening she loaded all the ‘coal" on the caboose (her wagon) and then jumped in while her brother drove her around the room. In this way the room was cleaned up ~ without lectures, arguments or threats. Mary Catherine Wolf of Mishawaka, Indiana, was having some problems at work and decided that she had to discuss them with the boss. On Monday morning she requested an appo! ment with him but was told he was very busy and she should arrange with his secretary for an appointment later in the|week. ‘The secretary indicated that his schedule was very tight, but she | would try 0 fit her in. Ms. Wolf described what happened ‘I did not get a reply from her all week long, Whenever I questioned her, she would give me a reason why the boss could not see me, Friday morning came and I had heard nothing definite. really wanted to see him and discuss my problems before the weekend, so I asked myself how I could get him to see me. “What | finally did was this. 1 wrote him a formal lever. 1 indicated in the letter that | fully understood how extremely busy the was all week, but it was important that I speak with him..1 enclosed a form letter and a self-addressed envelope and asked him to please to me. The form read as follows: out or ask his secretary to do it and return it | investigation. And each tag told its st swe MOVIES 00 fT, 1 DOES IT, ww DON'T YOU DG 199 ~ Ms, Wolf ~ I will be able to see you on ~ at - A.M./P.M.1 will give you ~ minutes of my time, “Tpur this letter in his in-basket at 11 A.M, At 2 P.M. I checked my falibox. There was my self-addressed envelope, He had answered my form letter himself and indicated he could see me that atemoon and could give me ten minutes of his time. I met with him, and we talked for over an hour and resolved my problems “If Thad not dramatised to him the fact that I really wanted to see him, | would probably be still waiting for an appointm James B. Boynton had to present a lengthy market report. His fitm had just finished an exhaustive study for a leading brand of ‘old cream, Data were needed immediately about the competition inthis market; the prospective customer was one of the biggest ~ and most formidable ~ men in the advertising business, nd his first approach failed almost before he began “The first time I went in,” Mr. Boynton explains, ‘! found myself sidetracked into a futile discussion of the méthods used in the investigation. He argued and | argued. He told me { was ‘wrong, and I tried to prove that I was right. “Tfinally won my point, to my own interview was over, and | isfaction ~ but my hadn't produced tabulations of figures and data. | went to see this man, I dramatised my facts “As [entered his office, he was busy on the phone. While he finished his conversation, I opened a suitcase and dumped thirty- ‘mo Jars of cold cream on top of his desk ~ all products he knew ~all competitors of his cream. “On each jar, I had a tag ising the results of the trade y briefly, dramatical “What happened?4 ureBe ps ap yBnowys poyrem quays Bupuious 1x8U oy, 300 atN Uo 31 payeUD 2H IS UM PIOD om PUR ‘opeUT am sIBaYy AuELE MOY sn paysE au, “pres ojdoad dep otp Aepor ssey ur sem ss0q Bid aUL, : “yueous 11 184M poyse pu .9, 942 mes Aayy “ur aurea ayrys auBlu oy UOYAL ‘Aeme paytem pue ‘1001 aur uo .9, amy Bq ® payFeyD qemuag ‘ploM re"OUe ano os, wSepor aveus ytys anod pip ste0y Aurew OH, spayse ‘Ueur ysoreau oy or Burm “uaYp ‘HTEYD Jo 2oard B Jo} reBeueUL olf peyse qemuDg “UO oureD yTYs 1UBTU etn e10}9q asnf “Aep ap Jo pue ayy 28 adejd yoo uonesiaAuod siuL oanposd 3,40m asnf Aout, syiom Bunnow 3nq ‘posy Buieq pue uomeuuep ym + lweip pouorear 9a,] ‘pessno pub Woms 2a,{ ‘wot pousnd on ‘your aup paxos 94,1, ‘payides safleuewy 2% .epInoys 31 TeYe ano UN) [INA SHY ACUI 3,ueD HOA se aigedeo se soBeueUs & TeUD, “WHY Poyse GeMUPS ,11 SI MOH, ‘y1oM Jo eionb sion Sutonpoid a4uatm ajdoed esoum sofeueus jw © YH SYMHOS SITUVHD SIHLAWL ‘SMHOM 3874 SNIHLON NaH eyo - “seapy nok asyewesg Lh aTaioniag ° ~“@PBUL W Soua!eyIp e eym pue ~ dysuEUMoYs “vonespewresp Buisn sem y aun sup ang “Aisnoiaoid poruosend Peu I Jey cum sna sizes aures au Bunuasoid sem 4 ‘Bunyres ‘Ax19j ‘samnups iq ‘1985 Aur suasaid 01 ssinujus FeUIBHO pey oH persoxetuy Ajasuanu sexs og IPP Paxse 3H ‘padojonap LonessaxU0D Ajpual3y V Bet ow uo uopewiosur aia pear pus wteaiD pjoo 40 sieht aun 20 Jo\RoUE waty auO as14 dn poyord aH auoLalp Bunowtos ‘mou: Summawios sem oso wownfie ue JoBuot ou sem er0y, yon Ayo aus uaald suonsanb yeu ‘SNDANIL2® AVE UNO 017.034 NIM a2 ow 02202 wou 70 WIN PEOPLE To YOUR WAY oF THINKING ‘The night shift had rubbed out ‘6" and replaced it with a big ‘7.” ‘When the day shift reported for work the next morning, they saw a big ‘7' chalked on the floor. So the night shift thought they ‘were better than the day shift, did they? Well, they would show the night shift a thing or two. The crew pitched in with enthu- siasm, and when they quit that night, they left behind them an enormous, swaggering ‘10.’ Things were stepping up. Shortly this mill, which had been lagging way behind in production, was turning out more work than any other mill in the plant. The principle? Let Charles Schwab say it in his own words: “The way to get things done,’ says Schwab, ‘is to stimulate competition. 1 do not mean in a sordid money-getting way, but in the desire to excel.’ ‘The desire to excell The challenge! Throwing down the gauntlet! An infallible way of appealing to people of spirit. Without a challenge, Theodore Roosevelt would never have been President of the United States. The Rough Rider, just back from Cuba, was picked for governor of New York State, The opposition discovered he was no longer a legal resident of the state, and Roosevelt, frightened, wished to withdraw, Then ‘Thomas Collier Platt, then U.S. Senator from New York, threw down the challenge. Turning suddenly on Theodore Roosevelt, he cried in a ringing voice: ‘ls the hero of San Juan Hill a coward?” Roosevelt stayed in the fight ~ and the rest is history. A challenge not only changed his life: it had a real effect upon the future of his nation “All men have fears, but the brave put down their fears and go forward, sometimes to death, but always to victory’ was the motto of the King’s Guard in ancient Greece. What greater challenge can be offered than the opportunity to overcome those fears? ‘en NOTHING E1© voms,TRY THIS 203 When Al Smith was the governor of New York, he was up against it, Sing Sing, at the time the most notorious penitentiary ‘west of Devil's Island, was without a warden, Scandals had been sweeping through the prison walls, scandals and ugly rumours. ‘Smith needed a strong man to rule Sing Sing - an iron man. But who? He sent for Lewis E, Lawes of New Harpton "How about going up to take charge of Sing Sing?” he said Jovially when Lawes stood before him. ‘They need a man up there with experience. Lawes was flabbergasted. He knew the dangers of Sing Sing Iewas a political appointment, subject to the vagaries of political whims, Wardens had come and gone ~ one lasted only three ‘weeks, He had a career to consider. Was It worth the risk? Then Smith, who saw his hesitation, leaned! back in his chair and smiled, “Young fellow," he said, I don’t blame you for being scared. It's a tough spot. Ill take a big person to go.up there and sry.” So he went. And he stayed. He stayed, to become the most famous warden of his time. His book 20,000 Years in Sing Sing sold into the hundred of thousands of copies. His broadcasts on the air and his stories of prison life have inspired dozens of ‘movies. His ‘humanising’ of criminals wrought miracles in the way of prison reform ‘Thave never found,’ said Harvey S. Firestone, founder of the great Firestone Tyre and Rubber Company, ‘that pay and pay alone would either bring together or hold good people. | think it was the game itself." Frederic Herzberg, one of the great behavioural scientists, concurred. He studied in depth the work attitudes of thousands of people ranging from factory workers to senior executives. What do you think he found to be the most motivating factor ~ the one facet of the jobs that was most stimulating? Money? Good working“siau 10 514 $1 op! ous YEW 100} Uossed JoMIO ELA 107 Laiaioniud “Bupgrey oup Jo Jeep yea18 v op uosied soylo OU 107 eaioniud 0h ‘sah, Gules uosied s0\p0 oy 309 gandioniud ‘hem Kypuayy & ul uiseg y aTdlONIUd “Ayeoneydwe pue Apjoinb 1 wwupe ‘BuoIm exe NOK JL 8 aTdtONIud ‘Suoam 03,n04, 49K9H ‘suojujdo s,uossad soy,0 ou} 40) yoedse1 MOUS @ a1d1ONINd yuownfue ue Jo sq ou) 106 0} Kem Ayo ay, baTaloniud "WU ploae 0} ONDINIHL 40 AVM HNOA 01 31d03d NIM TISHSLON V NI one ¢ “aBuayeuo & umop marys Zh a1diNid + ‘souruodun jo Buyaoy P20} aulSep OYL “180K9 02 asIsap au, “siso1uc Bunvo-old puE Buleo-Boy pue ‘saaeia00y svyou soya st eYL “ule O1 “9X9 OF ‘yom Joy so siy aaoad 01 aoueyD au ‘uojssazdye-tfes 10} aoury> ei, “owe8 aun :sano] uosiad myssazons Auoxo UMA st 32YL, of poof v op o1 pareanour sea pue 4 Bujop or premio) payoo| Jo¥10M ayp “Bunssienuy pue Zunoxe Sem lo%m oun JT Jost YOM al SEM ajdoad poreanouy Ten 10308) Jbfeuu suo ay “asoup Jo Aue 10u ~ on gsayauieg aun ssuonIpUoD ‘DNDINIHL*® ARs UNDA 915 218 NIA 0: 02PRINCIPLE 8 ‘Try honestly to see things from the other person's point of BE A LEADER: HOW TO CHANGE _ PEOPLE WITHOUT GIVING OFFENCE OR AROUSING _ RESENTMENT PRINGIPLE 9 § Be sympathetic with the other person’s Ideas and desires. Pi ICIPLE 10 nobler motives. PRINCIPLE 11 Dramatise your idoas. PRINCIPLE 12 Throw down a challenge.“op 1,upmnom ysnf 1 ng ‘siujed ouy sit pey ypeeds ou “S6qUTHOH je yoeeds yeuounut sy pear deyo siur “go(8 reas WIN. ‘uo owut payjou ire sa3sqaq ylwed pue UO yoUTed PUP 019019 ‘ueun Jomeg agp e isnf sem Tay oy TEU ypaads ufredures Buen pey Aep reup 30 suvoyignday asurwoad ain Jo suo TUapIsedd 30} ‘Sujuuni sem ay vaym ‘968T Ul H9Eq PIP: Aaquryow rym Ajastoaud 51 vey: pue ‘wy sanRYs ay o:0}aq UeUI ¥ Sra\Ae] Joe V ‘siujod poo8 sno jo asreid awos pukay aaey ae serge sBup iueseajdun 02 uarsy o1 rosea sAveape st 1 azadns sent ‘ABojouodsd au anq ‘snoiago 21q B Aiqeqosd sem poeUt SIH pemound sno ys ngazeo ‘sou apy @ aq pinoa nok Ysim | “uo mou WOs3 “POOR ]9ay No ‘ayeul 02 yep pres asnf | “dn yomas 198 3,Uop ‘mon, “pres @SpHo0D au, “uorsnyu0 uw peysniq Azeier00s oy) rey? “poroadxeun > os ‘jensnun os sem 2} y uy Aueyauaas @ uodn parnoiseq 3948 ‘pey Jeo wojig esteid oaisnyjo IoU! aU? Siqeqosd sem weUL urewiom Bunos aanoeme Asa e ase NoA pur "BUYLIOU snp Buyeam are nok ssoup Auaid Aion e s,7euL, ‘SoqseI0ID—8 14 0 @uo 01 Aes aBipjoog prey ay ‘aoyIo areatud sqUEPISed ain oir Bunyuc “e8pyooD ujayeg Jo UOpeNstuRUpe ay Buunp puoyoaie v 10) asnoH aImuA\ aut 1B isonB e sem OUTU 40 ONAILA Y waa OL AVM AHL SI SIHL ‘rinva GNId au soydauy |210 9&4 LEADER: Wd To CHANGE PEGPLE wvour GIVING OFFENCE... Mekintey didn’t want to hure the man's feelings. He must not kl the man’s splendid enthusiasm, and yet he had to say ‘no,’ Not i how adroitly he dia it “My friend, thats a splendid speech, a magnificent speech: Mekinley said, ‘No one could have prepared a better one. There | are many occastons on which it would be precisely the right thing 10 say, but isle quite suitable to this particular occasion? Sound | and sober as its from your standpoint, I must consider is effec from the party's standpoint. Now go home and write a speech along the lines I Indicate, and send me a copy oft He did just that. McKinley blue-penciled and helped him — rewrite his second speech, and he became one of the effective speakers ofthe campaign. Here isthe second most famous leter that Abraham Lincoln ever wrote, (His most famous one was written to Mrs. Bixby, expressing his sorrow for the death of the in fe sons she had lost Lincoln probably dashed this letter off in five minutes yet it sold at public auction in 1926 for twelve thousand dollars, and that, by the way, was more money than Lincoin was able to save during half a century of hard work. The letter was written 10 General Joseph Hooker on April 26, 1863, during the darkest Period of the Civil War. For eighteen months, Lincoln's generals had been leading the Union Army from one tragic defeat to another. Nothing but futile, stupid human butchery. The nation ‘was appalled. Thousands of soldiers had deserted from the army, and even the Republican members of the Senate had revolted and wanted to force Lincoln out of the White House, ‘We are now on the brink of destruction,’ Lincoln sald. ‘It appears to me that even the Almighty is against us. I can hardly see a ray of hope." Such ‘was the period of black sorrow and chaos out of which this letter came. 1 am printing the letter here because it shows how Lincoln becaine President; yet you Hooker before he spoke of his grave faults. SST ANOFAULT, THIS WAY ro DELI) 211 "tied tochange an obstreperous general when the very fate of the ration could have depended upon the general's action. ‘This is perhaps the sharpest letter Abe Lincoln wrote after he Il note that he praised General ‘Yes, they were grave faults, but Lincoln didn’t call chem that. Lincoln was more conservative, more diplomatic. Lincoln wrote: “here are some things in regard to which T am not quite satisfied ith you’ Talk about tact! And diplomacy! Here is the lewter addressed to General Hooker: Iiave placed you at the head of the Army of the Potomac. Of course, 1 have done this upon what appears ¢o me to be sufficient reasons, and yet I think it best for you to know that there are some things in regard to which I am not quite satisfied with you. Tbelieve you to be’a brave and of course, I like. I also believe you do not mix p with your profession, in which you are right. You have confidence in yourself, which is a valuable if not an ispensable quali You are ambitious, which, within reasonable bounds, does good rather than harm, But I think that during General Burnside’s command of the army you have taken counsel of your ambition and thwarted him as much as you could, in which you did a great wrong to the country tious and honourable brother offices. iful soldier, which, ties and to a most im: T have heard, in such a way as to believe it,-of your recently saying that both the army and the Government ineeded a dictator. OF course, it was not for this, but in spite of it, that 1 have given you command, Only those generals who gain successes can set up asSeacogns ov? Jo wepiseud aun payse me “ay sure ‘wAnjoorg ul uosiad fuo ayp axe nok mouy nok oc, ie ‘Uap si uy woIt azu0H PO WOK AoW assem a UM RA Ret o> pereeH IswuouinBay sye> suoydaja souersip Buoy ™ Jo asneo9q, Py fot Rose uad sean ido proy Simpima eanua me UeatI9p eyeur 3,upnod ay rey parepap 189 911 UO OB 01 10m au) Buryetn sowenuoogns aun A oes oa sere Bowes ar fm Bain S1p HM Buoye Butok sem SunnAroag pone uso & Aq eiudiapeniya uj Surpiing oowso oBro / ® PUE Ping 03 peiseNUED peY KuBduI9D ye oY ; ‘Prudiopenug ‘Aueduso. 10 He, ‘ 4M 10 9889 aup oer 5.201 “99s 5.497 2 somuos sauna ‘fephione ut nos 30} areiodo tym Ado Mem NOK “Ujoour & 40 Kapyoyy v “of ‘paddiys pue paveotgey oq IH eiydjepenyd 02 yoeq OB vo no, “aiqedofe os aq pnom Suncout no sewn 19edx02.UpIp T3224 a1,noA AypA moun | "ANBITIEN “SSOuISN ‘an. winop 18 02 “MON, “pres JOIEIIUONGNS Sy “YoUNY JeyV sista saeg jo asodind pos oun noge pres u99q peY piom B 20U “ROA pu ‘3e] OS “YOUN| 1 z0ysya siy Bupyes uo poisisut aH no pousmy Koyp yxom sowedns ‘aun pur parezado fay mou men Burmous awn aiqeropisuco wads |} ‘sourypeur esol perusaur peY sjesusTy ay YU) paduNoUU Jo1senuGags oy pue ‘Saurypeus jensnuN ews uo partaLnLs09 |wep “siomnaduos sjy Jo aui0s Jo esoun oF soKadns pauses 1 ‘hum pure voy wily pjor pue uoreatqey jo wlarsés sty uo EL Jato ‘ayy poruowwyjdwsoo ave “sy “uonsedsuy Jo unor sip Bun 26101984 aM PUNOTE HOO] B AYEL co a nod pnoyy 31 Jo proad soyres Lue { pur, ‘prPS roroesIuODN ain ,ssauisng sip dn Buipyng ewnesy B quods 2 : ney pres ,asestsen | sausoiges azuoig asaie0u pue IsaueEp 942 JO BLO SIT, “PEIBIA ‘pey ay siveld sejujs Jo Jaquinu e unt Aiqesnoney a paredue> pur poy ou 1uoyd e oft moy uo wy paruaumTduzed «ey aN THE ppoustuy ay ueyat ‘SemnupUr jeI0K9s Jo} siors9OUR sty pUE- AINE)” ‘sy moge yet or panunuoD oH , OBE sze=K paspuny om sOUE ‘yooR MON ul popes pur PURTIOH Woy eUIED AyUEy Ay, AIpnowd pres ay ,oureu fensnun Ue sal ‘T}9™, “sever! yr yoor suo aun paypaus 9H “ples JoesIUODGNS aU TEI AVeUy 49400 J, 82880] Bussonsig js: MspPMs Yaym. ‘poysiuy ‘SwEIUOD ssoursng md Siu souoyM mou 00D 10u axe no, ‘sauso 2 8 Preistoy of ‘sounBia ssoidaays pur ABious ya Fe SeeuHS! 20 oxenoy “souTyser 30 azemog wou pu * __ Ratssosd ads yoos oyrya Sunset 30 amo poo8 Kup 3 oo “ureBe aan atom 94 3 “utoojoden 20U nos soto, 4 saRp FON Le “umop af and 07 “re ‘ssaxppe sno 308 01 Yoo auoudafea ay? UF PExOOT siya ure ayy Yo 208 1 uaym, “MED “HN pres .22tp OUY pposudis sev 1uap|soud aus. ‘paonpomuy aiam Sau soy ps0 OA # 1:25 08 AVANARL SIAL. “UT ome214 9&4 LEADER: Wy to CHANGE P20 wimour GIVING 0 Mr. Gaw got everything that he wanted without even asking for it. The material arrived on time, and the building was completed on the day the completion contract specified Would this have happened had Mr. Gaw used the hammer-and-dynamite method generally employed on such occasions? Dorothy Wrublewski, @ branch manager of the Fort Mon- mouth, New Jersey, Federal Credit Unton, reported co one of out classes how she was able to help one of her employees become more productive. "We recently hired a young lady as a teller trainee. Her contact with our customers was very good. She was accurate and efficient in handling individual transactions. The problem developed at the end of the day when it was time to balance out. “The head teller came to me and strongly suggested that | fire this woman. “She is holding up everyone else because she is so slow in balancing out. I've shown her-over and over, but she can’t get it. She's got to go.” “The next day | observed her working quickly and accurately when handling the normal everyday transactions, and she was very pleasant with our customers, ‘It didn't take long to discover why she had trouble balancing out. After the office closed, | went over to talk with Hér She was obviously nervous and upset. I praised her for being 80 friendly-and outgoing with the customers and complimented her for the accuracy and speed used in that work. I then suggested we review the procedure we use In balancing the cash drawer, Once she realised had confidence in her, she easily followed my suggestions and soon mastered this function. We have had 90 problems with her since then.” Beginning with praise ce the dentist who begins his work se YOU fiiS ro FAULT, THIS is WEWAY To Bic 215 ‘wi Novocain. The patient still gets a d ing. A leader will use 1g, but the Novocain is « PRINCIPLE 1 Begin with praise and honest appreciation. *suoneroadxe ano o1 dr ‘Axi a ay are seoueyp a pue “Anoaxtpur aBireyo 02 peysina ame ano}aeyaq aip.03 Jo aouaz9]ut ue yo dn-mbtioy ou sem ozein asneoag osread ou 365008 inom aqULIYO{ “MON | stoujo oup qe yrim dn aq wee apes exqofe amok “yuan 2xoU suoye snontigostiog eures otf| BumuuoD Aq pun “usta SAA sapeafi nog Buistes 403 ‘ajuuyof ‘no& yo pnosd Ayweas 91,9M, «PLE, 01 3ng, piom aup BuiBueys £q auscaxero Ajjsea oq pIROD SIAL | sojpmas sty puemon apriie s.aluuyof BujSueyp Jo saanoa(qo no exomype 10U pinom Arqetoxd pox) our 30 aouaraqU FROM OE euBuo ata Jo Angeouts eip uonsanb uaur sufi oH ang, prot ‘49 preay at aun pofiesnooua yeas wuBiw Tuyo ‘aseo SIM UL .fonaq usog 9ney pinom siinsas atp “2qa8Te boos uo sepsey payiom pey of st yng “under siip sepesB snof Buss soy “snuuypl ‘Rok Jo pnosd Ayfear o1.am, “Aes 2yBIUL am al premon opmiqne ssajoze> 6, pity aBueyo 01 Buran uy ‘sxuvesps quowirers [eoRLO B yA BuIpua pu ing, pow oun Aq pay syed ouoouys ype wusTonND steun ulBeq eidoad Auew! quewuases Bussnore £0 eoueyi0 Bupa anc ‘aidoad: SuiBueyo uy ssegons pue aunie; usemeq eoueley ‘yp eds uoyo ues pom rnareann suo SuBueyo Aldus ‘Aoswe umoatp Aiqeotieg sem oop sty Aep aur eouts vonenstujpe uado Atria pey sey sofeu oy: pure “oBlessour ayy 108 sapre stp 199130 SiY Wo Joop ai panoutes aq “uornIOs ay punoj zoKeus ayy AtTeUIE pes fla uaym siorenstuttupe pu souereinas £4 papa ‘fom {ejumunWO9 sty Jo suBzNID up 786 too Joop-ado, UE pey pauurerp a} “winy 29s 09 aidoad moye o1 gers sly poystuoWpe Anu -ay ‘Siva AureUr 20} “plo, Aausia| 10 aWoY Bp “epUOLA “op Jo 1oheus uoeq sey ou ‘proyButy [ep “SsOUtA AUreUT O01 ASAI 21% BOs GRLWH22400 CY ~ ASIOLLIUD 0: 0H YU “ep Avene eEudiapEHyg ur 8500 eouss tIM nod Jt ‘sho ‘11 oreioaidde __ 8 Upee papurey ‘usu 942 01 12n0 paypa a [ dPear nod ue9, “hes pur udis oun ON, Ples 2eu2 UBS B sem speoiy stays 2, __9Ho stud [Bars sit 30 au0 UBHonp Burssed oz JMR Uopangisno or aueM d,uOp 0 Xs anoa Sol] Seuunawos yney aup pue ‘adoad mustesnet Asn ase fa & asss008 Bueg 20u 20} posit uayo a "Wm S1Y UO 1uSm ay se paddeim aq’os aidoadsores OW} PePUEY UatA DLP JFasusTY UPWIOM auI Uo parte Pued Burddys Apaind prom v Aes .uprp seoyeure Buowre Sunes pue SujyBney snare famasuoo ax HO oan 2 01 aseysind 294 ‘so1uno0 ayp eM soapswiat a1 af 530 more im Dieu orbmipor aes an pomsoneeen gee nok pines ey) Ou] ew e Buy sr Me? wWwenoduy) 93) way opeur pur quasaid ieee ua : = snoge Bunpou pres ay ‘esne2eq Wiy parmupe Ay ae a syouq pey Aays rey) aauy ay ein Mauy Key ,“apisino. au 7 Pres pue eS e ‘qeanuog 10u “ou Yo Hod qeMups pia ,BuRjous node Alareypau 7 Ipaunuy Bupyor rae SU Pouce sS0D8 out my une uocy oe ne SUM aYMHOS saTUVHO Linod d3LVH 3a LON ONY - ASIOILIYO OLMoHwonders with sensitive people who may resent criticism. Marge jacob of Woonsocket, Rhode our classes how she convinced some sloppy construction workers to clean up after themselves when they were building additions to her house. For the first few days of the work, when Mrs, Jacob retumed from her job, she noticed that the yard was strewn with the cut ends of lumber. She didn’t want to antagonise the builders, because they did excellent work. So after the workers had gone home, she and het children picked up and neatly piled all the lumber debris in’a comer. The following morning she called the foreman to one side and said, ‘ ly pleased with the way the front lawn was left last night; it is nice and clean and does not offend the neighbours.’ From that day forward the workers picked up and piled the debris t9 one side, and the foreman came in each day seeking approval of the con ion the lawn was left in after a day's work. One of the major areas of controversy between members.of the army reserves and their regular army trainers is haircuts, The reservists consider themselves civilians (which they are most the time) and resent having to cut their halr short Master Sergeant Harley Kaiser of the 542nd USAR Schaol addressed himself to this problem when he was working with a group of reserve noncommissioned officers. As an old-time regulararmy master sergeant, he might have been expected to yell at his troops and threaten them. Instead he chose to make his pal indirectly. ‘Gentlemen,’ he started, ‘you are leaders. You will be ros effective when you lead by example, You must be the example for your men to follow. You know what the army regulations say ‘about haircuts. | am going to get my hair cut today, although still much shorter than some of yours. You look at yourself fowro GRITIGISE ~ AND worse HATED SOR 219 rmisror, and if you feel you need a haircut to be a good example, ‘well arrange time for you to visit the post barbership.” The result was predictable. Several of the candidates did look in the mirror and went to the barbershop that afternoon and received ‘regulation’ haircuts. Sergeant Kaiser commented the | next morning that he already could see the development of leadership qualities in some of the members of the squad. ‘On March 8, 1887, the eloquent Henry Ward Beecher died. ‘The following Sunday, Lyman Abbott was invited to speak in the left silent by Beecher’s passing. Eager to do his best, he , rewrote and polished his sermon with the meticulous care | of Flaubert. Then he read it to his wife, It was poor ~ as most inten speeches are. She might have said, if she had had less “judgement, ‘Lyman, that is terrible, That’ never do. You'll put people to sleep. It reads like an encyclopedia. You ought 1o know beter than that after Ju have been preaching. For heaven's sake, why don’t you talk like a human being? Why don’t you act natural? You'll disgrace yourself if you ever read that stuf.” that’s what she might have said, And, if she had, you know ‘what would have happened. And she knew to0. So, she merely remarked that it would make an excellent article for the North ‘American Review. In other words, she praised it and at the same time subtly suggested that it wouldn't do as a speech. Lyman ‘Abbott saw the point, tore up his carefully prepared manuscript and preached without even using notes. [An effective way to correct others’ mistakes 18 + PRINCIPLE 2 Call attention to people’s mistakes indirectly. *ase] 4p ujauiay UEBOATe ou “UsjeytAL “ALUBNEY 3up "LUIEUTA ~ jou es aon oy uo pue LuBUII9D Jo sojjooURYD HALA aun ual SEM MOINE YOA “606! UL YOeG sIUB BulOp Jo Aurssedou dieys a1 paureo| moypa uoK-preyutod eoutzd pausilod SUL poonpor Apuvoytusis 1uaaq sey s10.32 Burjads yo Aouenbaxy Joy ‘uonesraauoD Tey ous 1nq “jou 30 wiarshs Aur paidos ays FoUnayR MOU 3.UOP | euorssajoud $59} oo] sn ayeur sBuyjadssiur pur siox9] ano Aq sn aBpnf op eidoad asnevoq sou Bumjeds Aw Jo snoposuos Aion unt “st 2 o20y “Saq [oBed areiddosdde aia 02 yoo ap paviedo [| “oun jo yoo Sumtads sna pours | uosear aun §,2euL. "UHM aiqnon pey aney seme 1 SpLOM ‘yp Jo ou sa] 248i yoo] a.Us99P prOK sjLD MoYoUOS, pes pur rsidAi ou yan Uumop aes 1“ Uf suowo pey re UoRUaIDE Aut o2 avzeD J9N9] 2x0U ayy uoym ‘yoraidde soypoue ayer or poniosas | "Yom AxeuONDIP pue Butpeayoord esour op 0: Arereias fur asnes 0: Sulo8 ou sem suosie oy mo Sunuiod AYorsus rey tuazedde euresaq 3 woym, Buyjods sjgnon pey 1 spuom 40} yooq xepUL-gunyp ‘yoeig amar @ day eaey | siead 104 “Butjjeds Jo ysiiBug aualjooxe ‘Aus 20} patou udaq 20u aney | ‘siaauiBua KURU axl, porpuey ay moy porzodas euorstytcr “aw “oBed Jed soeisyus Burjads aosyy 10 oa wate earMeUBs 203 Ys9p siy oF BuRLUOD ax0M pareioip ay suonoy “Areros99$ MOU sity yim suro}gord BulAeY sem “epeur3 ‘eqomew ‘uopuerg Uy} sooUlBUS ue ‘eu jwspe Ajquiny Aq surBoq BuIst24 ‘on aynousEp 0s Ajzeau 2,45} 208 pur os auOp peY Nos 3 JasIM UdEq aNeY pinom 3} yup nod 3,uop ing “euoduP so nos osPALD O2 LOReUT|OUT Ava ney 1 ‘yesh sBuryy Apis ‘pidmas, Aue os Jo ‘uoog aney J -aBe nof ye sem amaq ale nof pur ‘eoustiadxa 118 02 UDI SAMWISIMI 80 NOX LORY HL oz {ie Atuo sautoo ey usUIaBpnf ye ul0g 20u ox0m Nog “peut ‘sa2y 1 Auer uP osiom ou 5.11 ‘smoun pio7 aun Inq ‘auIydasof ‘oveispu @ apew aney noA, ‘Burdes £q ujBaq dr pasn | ‘exerstur ©} uonuane s,aunydasof jfeo 01 poruem | uaye ‘ieUA Joye of quaumdusoa e 10 yonus auydasof p pue ~ uoaq pey ous ueys Burded a,ust ‘ssajuoo 01 A1s0s wy, Jomaq sem uBaiau 1 aflesone Fi yew ayy ZunuTY Fan 272 PUR” shN PI Nox oum ayy soqUioWioy sopeus nos siapunjq pue soyeistu autuise ey iequiswey juodroulU 28 Burop nod asom seym ‘ayeq ‘amu B asnf puy Jaq Aes foup Bnow e1so1pawi ~ extent nod ‘tuowsa8ipnf anok “wulodmata nok ary 01 say yada Aigissod nod ueo mo} ‘souaLadxa ssauisng wpnur se seuun puesnoys us) pey aney no “aujydasof se plo se 2ohm ase no, “smnulUr e isnf‘aiBoureD ajeq “emus e asnf, sjaskur o1 pres 12 01 pauess | uayM Aep 2u0 quoWlaRo.du ‘em ~ sem ays “BurwutBeq aun uy ang, 'zang jo 250M SaUrEIaIDs 1u9/9Y}01d I0UN at Jo DUO aUIeDNg ous ‘OIE HEY ‘s1OW ay} sem soualiadx= ssoutsng Joy pu “Aisnolnaid sreo4 sary: joouss yBly Wo3y parenpesB peY ‘udMUIU sem dys “AxeIoIDa8 ‘Aut 2q 03 10, aN 01 oUt0d pey ‘eIBOUTD SNINASOF ‘BU3IN AW suid SAMVLSIIN NMO YNOA LNOAY oYTe CHANGE OPLE wemour GIVING 2 of the German Kaisers, building an army and navy that he boasted could whip their weight in wildcats ‘Then ing thing happened. The Kaiser said things, incredible things, things that rocked the continent and started-a series of explosions heard around the world. To make matters infinitely worse, the Kaiser made silly, egotistical, absurd announce: ‘ments in public, he made them while he was a guest in England, and he gave his royal permission to have them printed in the Daily Telegraph. For example, he deciared that he was the only German ‘who felt friendly toward the English; that he was constructing a navy against the menace of Japan; that he, and he alone, had saved England from being humbled in the dust by Russia and France; that it had been his campaign plan that enabled England's Lord Roberts to defeat the Boers in South Africa; and so on and on. No other such amazing words had ever fallen from the lips of a European king in peacetime within a hundred years. The entire continent buzzed with the fury of a homer’s nest. England was incensed. German statesmen were aghast. And in the midst of all this consternation, the Kaiser became panicky and suggested to Prince von Balow, the Imperial. Chancellor, that he take the blame. Yes, he wanted von Billow to announce that it was all his responsibility, that he had advised his monarch to say’ these incredible things “But Your Majesty,’ von BOlow protested, “it seems to me utterly impossible that anybody either in Germany or England could suppose me capable of having advised Your Majesty to say any such thing ‘The moment those words were out of von Bilow's mouth, he realised he had made a grave mistake, The Kaiser blew up. “You consider me a donkey,” he shouted, ‘capable of blunders you yourself could never have committed!" Von Bilow knew that he ought to have praised before he atx ABOUT YOUR, oun MISTAKES condemned; but since that was too late, he did the next best thing. He praised after he had criticised, And it worked a miracle ‘rm far from suggesting that,’ he answered respectful ‘Your Majesty surpasses me in many respects, not only, of course, iivnaval and military knowledge, but above all, in natural science. have often listened in admiration when Your Majesty explained the barometer, or wireless telegraphy, or the Roentgen rays. I am shamefully ignorant of all branches of natural science, have no notion of chemistry or physics, and am quite incapable of explaining the simplest of natural phenomena, But,’ von Bulow continued, ‘in compensation, I possess some historical knowledge and perhaps certain qualities useful in. pr diplomacy.” ‘The Kaiser beamed. Von Blow had praised him, Von Balow had exalted him and humbled himself. The Kaiser could forgive anything after that, “Haven't I always told you,’ he exclaimed with enthusiasm, ‘that we complete one another famously? We should stick together, and we w He shook hands with von Balow, not once, but several times. And later in the day he waxed so enthusiastic that he exclaimed with doubled fists, “If anyone says anything to me against Prince von Balow, I shall punch him in the nase.” ‘Von Balow saved himself in time - but, canny diplomat that he was, he nevertheless had made one error: he should have begun by talking about his own shortcomings and Wilhelm’s superiority ~ not by intimating that the Kaiser was a hal need of a guardian Ifa few sentences humbling oneself and praising the other party can turn a haughty, insulted Kaiser into a staunch friend, imagine what humility and praise can do for you and me in our dally contacts, Rightfully used, they will work veritable miracles in human relations.01 30 | peorsuy uoryeiadooo safemosua 3] ‘souRuodur JO Bursa} B aia uty seai8 pue opud s,uosiod & saves eup ov anbruyooa v 5 991109 01 uosIad B JO} Asea 11 Saye IEW > 1 anbuupe y soyershul soul WON) UAE] WeLp 19] “WOYR OP tusaip 29] 94 ‘S8unp op oD sIUEISIESe SY pjor sOAdL ay Saran sBunn op 01 yuoddo ey) efdoad ears oe oH a a 2q pinom 31 ABM s1 aseiyd 0) alam anny] aqaeW, ‘Aes ks nae seas|sse sy Jo 2u0 Jo s9M9] © 1900 Bunyooy UI 2s pa = op 28yqa, ‘Fan9] & pateIoip peu oy Jaye “Aes pinom oy i 7 yom pynom yey yur nod og, ‘sty) Japist safanaad a “hes pmom aH Tey OP yp 40 SItp OP 3,U0q, I : wo 40 siup oq, ‘9jdusexo Jo] “pres s9nou-BUNOA “GENO a “suorisafins ono seme oH ouoKe 01 et aha sarok Jaaou pey ay aun expe Bua ce aM. Buren “at eno ous 0 ma nt yes pey OYM UeUt & pamar: ‘ays Bunoa “q uamg. ze en : Jay Bun sem sys aly yey) eu pfol ays PUE are i Buoje Sumo Jo walgns iuenodwirye sua Bulssnosip eae “yoog sup Sunm sem | Joy pjor | Ua4AA “sIOydesBorg ue: be ‘ueep aup ‘sjaquel, Bp) ssi wai BujUp Jo omseaid ou GVH 391 suaquO SVL OL” san 3NO-ON 03 aydeye _ MM BurniB aia am ‘sanase8io poyous - -YeOUY Siu pazanoostp 94 uous ‘pueyir RuaRID Aq Kua0er a10u parensny Su sBuey> 01 dpoqawios aoujauoo diay e “uosiad 1910 ain Butstonto o1ojeq soye;squy uno snok ynoqe ye e atdtoniud > ‘eldioursd sna smomo; spear poo y «“Papaazons aaey eniare8io Bupyoius eSI@AUOD PY) JO M93 v sy, rues Aw J vuoddns ayy wna pur yJasius s: dais 01 uorsipap oyp apeur ju ‘0s Butop 200 Je uonualut Ou sey pue Bunjous x2e pip senou pried fo wot S804 O11 SY Yoouss uBiy wos} parenpeaR PY oy aun ayous UPON 9Y PepICeP pue atiya 203 3 anoge auBhoun o14 Sur 01 sueous pey 11 2eUM pue sanare sip Uo payooy sem | moy ano qUI0d'sem. PI ITY ‘sseBuep setp anoge ‘aN rem 10 Steasa axeUs 10 dois oF uly o\e supp ‘Su0jeq stead Aueus 10U sanaseBio dn ani8 03 aur aoye. sag pey oy oy pur sem yBnoo Aus Bt oy wy papuruiad 1 dors 01 aw soy elqissodun Auweu sem 3 mou ue sur Jo 1s0q. Sip uauO8 peY sunoo aly moy pue ae Siy anoge 1 Bupjows paueis | Moy aaeg op Peureidxa | own ay ye eiduiexa peq e I pue sayour siy ang, ‘sn Fey uosnz 7 "evouss 9 piaec MEAL ,Upip | ‘Kyeaiew, ‘Sanaze3}9 Utim Sunuowadxa ‘s¥m UOs pjo-reak TeWt “UINIUOWIYE Jo Uasnyzoz Se styL “momeyaq ue - wayp pars91100 NSP 2UO MOY Uos9 ~ soyeisi uMO s.ou0 SunUpy ©3280 BNIAID tor 3704 TDNVHD eL AON IOYET ¥38 $e(206 wea LEADER: Hi 70 CHANGE P01°LE wou GIVING 2 Resentment caused by a brash order may last a long time ~ even ifthe order was given to correct an obviousty bad situation. Dan Santarelli, a teacher at a vocational school in Wyorning, Pennsylvania, told one of our classes how one of his students had blocked the entrance way to one of the school's shops by illegally parking his car in it. One of the other instructors stormed into the classroom and asked in an arrogant tone, ‘Whose car is blocking the driveway?” When the student who owned the car responded, the instructor screamed: ‘Move that car and move it right now, OF ‘wrap a chain around it and drag it out of there.” ‘Now that student was wrong. The car should not have been parked there, But from that day on, not only did that student resent the instructor's action, but all the students in the class did everything they could to give the instructor a hard time and make his job unpleasant. How could he have handled it differently? If he had asked in fa friendly. way, ‘Whose car is in the driveway?” and then suggested that if it were moved, other cars could get in and out the student would have gladly moved it and neither he nor his classmates would have been upset and resentful ‘Asking questions not only makes an order more palatable; often stimulates the creativity of the persons whom you ask. People are more likely to accept an order if they have had a part in the decision that caused the order to be issued. When Ian Macdonald of Johannesburg, South Africa, the general manager of stall manufacturing plant specialising in precision machine parts, had the opportunity to accept a very large order, he was convinced that he would not meet the” promised delivery date. The work already scheduled in the shop and the short completion time needed for this order made it seem impossible for him to accept the order. Instead of pushing his people to accelerate their work and io ove LIKES 70 14x ORDERS 227 rsh the order through, he called everybody, cogether, explained ite situation to them, and told them how much it would mean to ‘he company and to them if they could make it possible to produce the order on time, Then he started asking questions: 1s there anything we can do to handle this order?” ‘can anyone think of different ways fo process it through the shop that will make it possible to take the order?” ‘is there any way to adjust our hours or personnel assignments that would help?” ‘The employees came up with many ideas and insisted that he take the order. They approached it with a “We can do aitiude, and the order was accepted, produced and delivered on me, An effective leader will use e PRINCIPLE 4 Ask questions instead of giving direct orders. °ppasenosip svoquious Sse om “asaneD ano JO UOISSES 9UOW | uopsaye feuosiad usay B YIM SN 0} BUD own “tee uray paou am uaym puy “uo way? door pam “led {op BoM peY aM J) MOU ABUL ."UMOD 13], 199) 3,UOP AOU, “PeLtf Buteq mmoqe sonagq 20] Burjaay Aeme O8 aidoad aus aoaya. 39840} 02 no# 2M 3,U0R ‘5a pure ‘nok 40 Bupioou si pue noé wt sanaieg wy siuL Suppo aimnok texoioun ‘Kear Bu0] e BuloB 93,n04 ~ nas ap 108 aA,nok ‘nod Jo pnoid s] way ay MoU or No IUEM aM pu “smoIO? 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Fred Clark of Harrisburg, Pennsylvania, told of an incident that occurred in his company: ‘At one of our production meetings, president was asking very pointed questions of one of our jon supervisors regarding a production process. His tone, of voice was aggressive and aimed at pointing out faulty performance on the part of the supervisor. Not wanting to be embarrassed in front of his peers, the supervisor was evasive iri his responses. This caused the vice president to lose his temper, berate the supervisor and accuse him of lying “Any working relationship that might have existed prior to this encounter was destroyed in a few brief moments. This’ supervisor, who was basically a good worker, was useless to our company from that time on. A few months later he left our firm. and went to work for a competitor, where { understand he is doing a fine job.” Another class member, Anna Mazzone, related how a similar incident had occurred at her job ~ but what a difference in approach and results! Ms. Mazzone, a marketing specialist for @ food packer, was given her first major assignment ~ the test marketing of a new product. She told the class: ‘When the results of the test came in, T was devastated, I had made a serious error in my planning, and the entire test had to be done all over again. To make this worse, | had no time to discuss it with my boss before the meeting in which | was to make my report on the project, “When | was called on to give the report, I was shaking with fright. I had all | could do to keep from breaking down, but 1 resolved I would not cry and have all chose men make remarks about women not being able to handle a management job because they are too emotional. 1 made my report briefly and er twe OTHER PE/SU!! save FACE 231 siated that due to an error | would repeat the study before the next meeting. | sat down, expecting my boss to blow up. “instead, he thanked me for my work and remarked that it | was not unusual for a person to make an error on a new project and that he had confidence that the repeat survey would be accurate and meaningful to the company. He assured me, In front ofall my colleagues, that he had faith in me and knew I had done my best, and that my lack of experience. not my lack of ability, ‘was the reason for the failure. 1 Teft that meeting with my head up in the air and with the determination that | would never let that boss of mine down ‘again.’ Even if we are right and the other person is definitely wrong, we only destroy ego by causing someone to lose face. The legendary French aviation pioneer and author Antoine de Saint-Exupéry wrote ‘Ihave no right co say or do anything that diminishes a man in his ‘own eyes. What matters is not what | think of him, but what he thinks of himself. Hurting a man in his dignity is a crime.’ A teal leader will always follow . . o PRINCIPLE 5 Let the other person save face. «