Are You Your Own Worst Enemy

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Are You Your Own

Worst Enemy?
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Are You Your Own

Worst Enemy?
THE NINE INNER STRENGTHS YOU NEED

TO OVERCOME SELF-DEFEATING
TENDENCIES AT WORK
Charles E. Watson and Thomas A. Idinopulos
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Library of Congress Cataloging-in-Publication Data

Watson, Charles E.
Are you your own worst enemy? : the nine inner strengths you need to
overcome self-defeating tendencies at work / Charles E. Watson and
Thomas A. Idinopulos.
p. cm.
Includes bibliographical references and index.
ISBN 9780275992248 (alk. paper)
1. Organizational behavior. 2. Self-management (Psychology)
3. Responsibility. 4. Integrity. 5. Emotional intelligence.
6. WorkPsychological aspects. I. Idinopulos, Thomas A. II. Title.
III. Title: Overcome self-defeating tendencies at work.
HD58.7.W332 2007
650.1dc22
2007020619
British Library Cataloguing in Publication Data is available.
C 2007 by Charles E. Watson and Thomas A. Idinopulos
Copyright
All rights reserved. No portion of this book may be

reproduced, by any process or technique, without the
express written consent of the publisher.
Library of Congress Catalog Card Number: 2007020619
ISBN-13: 9780275992248
First published in 2007
Praeger Publishers, 88 Post Road West, Westport, CT 06881
An imprint of Greenwood Publishing Group, Inc.
www.praeger.com
Printed in the United States of America
The paper used in this book complies with the

Permanent Paper Standard issued by the National
Information Standards Organization (Z39.481984).
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CONTENTS
Introduction
Develop What It Takes to Make Things Happen
vii
1
Assume Responsibility, Initiate Action, Accept

the Consequences
Make the Most of Who You Are
19
Understand Yourself, Accept Yourself, Be Yourself

Sharpen Your Thinking Skills
37
See Beyond the Obvious, Pay Attention to Your

Surroundings, Anticipate Consequences and Outcomes
Be the Kind of Person Others Want to Be Around
55
Value Feelings, Treat Others with Dignity, Be

an Encourager
Break the Chains of Mindless Routine
77
Exercise Your Imagination, Turn Failures and Mistakes

into Lessons, Rise Above Mediocrity
Become an Effective Learner and Continue Learning
99
Be Curious, Reflect on Your Observations, Expose Your

Mind to New Ideas
Master the Art of Self-Discipline
Assess Your Actions Honestly, Cause Your Emotions to
Work for You, Learn to Make Favorable Impressions
117
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Contents
Act with Integrity
139
Know Good from Evil, Right from Wrong, Defeat

Self-Centeredness, Pursue the Good and Right
Wholeheartedly
Be of Service to Others
161
Rise Above Indifference, Have an Ultimate Concern

That Goes Beyond Your Self, Serve Others Generously
Bibliography
181
Index
185
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INTRODUCTION
Who doesnt want to perform admirably at work and enjoy an exciting career? We all want to move ahead and be rewarded for our
accomplishments. We all want to develop our talents and skills and
be respected. Wed also like to find meaning in our work. But todays
fast-paced, highly competitive world of work is challenging. It isnt
easy to make oneself into a superior performer. In truth, most people
do not come anywhere near reaching their full potential when it comes
to workplace effectiveness. Despite their best intentions and worthy
efforts to improve themselves, many people fall short of being the
superior performers they would like to be. They fall behind others
who actually outperform them. They do not move ahead. They end
up earning less money than they feel they are worth. Their jobs do not
bring them the satisfaction they crave. What could be the difficulty?
What holds people back from performing better in the workplace?
The truth is that from time to time everyone will stumble over some
personal flaw and fall flat on his or her face. We are all vulnerable to selfdefeating tendencies that can hurt us and hold us back. While others
are the source of much of the pain and irritation we encounter at work,
and while circumstances often conspire against us, it is we ourselves
who are at the heart of our difficulties. Even the best of us will do things
now and then that end up making us small, unproductive, dissatisfied.
Thats why we wrote this book: to show smart, capable, well-meaning
people how their inner tendencies often lead to certain actions that
make them their own worst enemies. But this book does not focus on
problems alone. It contains practical advice in the form of concrete
examples that illustrate methods all of us can follow to develop the
inner strengths needed to overcome those foibles and frailties that
defeat us in the workplace. We recognize the economic realities faced
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July 12, 2007
Introduction
by working people, particularly single women who need an income to

support a family. Most people are interested in earning more, which
requires moving ahead to improve their economic situation. A word of
caution is in orderthis is not a guide for how to get rich. Following
our advice will not guarantee material success, but it should lead you
to become a better performer in the workplace.
To understand better what it is about certain assumptions, attitudes, and behaviors that make them limiting or downright destructive, we need to peer deeply into our human nature and consider more
fully what it means to be effective, alive, and complete contributors in
the workplace. We begin our explanation by considering the universe
and the tiny space occupied in it by the earth. What should capture
our special attention here is the fact that ours is the only planet where
life is known to exist. Life may exist elsewhere and in other forms
beyond our ability to comprehend, but as far as we know it does not.
We gain an invaluable sense of humility and respect for our human
situation when we recognize that we did not create this thing called
life. We are part of the cosmos but not the center of it. Still, we are
unique and a useful part of our universe. It is because of these simple
realities that serious minds regard all life as precious, something of
immense importance and the work of an awesome source of power
and wonderment. If we truly reverence life we will try to understand
what its possibilities are for ourselves.
Life for human beings involves far more than the physiological
processes of breathing, blood circulation, digestion, and reproduction.
Unlike lower life forms that exist and function in a seemingly preprogrammed way established by what we believe to be genetic coding and
instinct, human life involves more than mere physiology. Humans also
live on another level, in another dimension. They have both an outside
and an insidethey can assimilate more than just molecules of oxygen
and food; they can be changed by ideas and they can create ideas and
objects. Whereas one bird or plant or fish or insect of a species is very
much like the others of that species, we cannot say this of people.
Each person is strikingly unique. Each person has a distinctive capacity for memory, self-consciousness, thoughtfulness, purposefulness,
affection, and creative expression. The differences that exist between
people arise not so much from what each is given in terms of physical
endowments but from what each person does with his or her native
abilities. While some of our uniqueness can be accounted for by our
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Introduction
ix
differing physiological attributes, most of it comes from what we make

of ourselves, from how we choose to shape our whole personality.
It is worth noting that each human being is capable of doing well
or poorly with his or her self. Humans have the power to make themselves into something admirable or allow themselves to degenerate
into something despicable. Humans are unique in that they are the
only living species with the capacity to act in both self-destructive and
self-nurturing ways, whether physical, emotional, or spiritual. In other
words, humans can choose to act in ways that make themselves either
more or less fully human depending on how well they use or dont use
their human capabilities, and whether they develop them or let them
deteriorate. Whereas plants and animals develop into the creatures
they were designed to become from birth, humans have the unique
capacity and opportunity to shape themselves into the personalities
they would like to become. These basic ideas lead to an important
insight: We are self-creating creatures who work with what nature
gives us and we shape ourselves into the persons we are capable of
becoming.
In this book we examine patterns of workplace behavior by which
people can injure themselves as persons. You will see how humans
can sometimes act in ways that make themselves either less or more
effective by what they believe and choose to do. We will present a basic
framework for better understanding what it is that makes humans
what they are, unique creatures with amazing powers of thinking
and feeling, of choosing and creating, of loving and reverencing. The
theme of our book is this: people become their own worst enemy
whenever they refuse to accept their gifts of lifethe dimensions that
compose their humanity. We have come to the conclusion that there
is only one way to accept these gifts of life completely and that is by
acknowledging them, using them, and perfecting them to their fullest.
We cease being our own worst enemy when we use and nurture our
human endowmentsour free will, our powers of thought, our ability
to act, our capacity to love others, our creative impulses, our ability
to improve, our willingness to work, and our capacity to be in awe
of realities greater than ourselvesfor the benefit of ourselves and
others.
We are acutely aware of the fact that many humans behave in ways
that harm their physical bodies. They can act in unsafe and unhealthful
ways. The devastating effects that alcohol and illegal drug usage have
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Introduction
on human lives and workplace productivity are well documented. The

overall rate of drug abuse in America is 5 percent of the population
and two thirds of these people are employed. An estimated thirteen
million Americans are alcoholics. The cost of alcohol and illicit drug
abuse in the workplace is immense. The Substance Abuse and Mental Health Services Administration reported in 1995 that alcohol and
drug abuse costs U.S. businesses $102 billion annually in lost productivity, incidents and employee turnover. One study estimated that the
chemically dependent employee is usually less than 75 percent effective. While we see the obviousthat people destroy their lives and
diminish their performance in the workplace by substance abuseour
book does not deal with these issues. There are highly qualified people
trained to deal with substance abuse problems and we seriously urge
those with such problems to get the professional help they need. We
are not qualified to speak on such matters beyond what we have just
suggested. Our book deals not with substance abuse but with philosophical and psychological mattershow humans harm their uniquely
human capacities.
Why is it that many people, perhaps most people, are at one time
or another their own worst enemy? What is it that most keeps them
from accepting, using, and developing their gifts of life, those qualities that make them truly human? Thoughtful observation will reveal
the answer: they strive too hard to grasp those things which are commonly thought to be indicators of successwealth, power, prestige.
We see success as being something different. We define it as doing
good things with whatever abilities a person has. This means mastering and thoughtfully using ones human capabilities for purposes that
transcend oneself. We see success occurring when a person rises above
the drive to obtain and feel safe and secure in material objects. The
kind of success we are talking about goes beyond basking in feelings
of smugness and importance from ones accomplishments and from
having secured the approval of others for having outperformed everyone else. We see success as being the living of an authentic life,
courageously struggling to do the best one can with his or her natural
endowments in the circumstances he or she encounters. An unusually
talented person with gifts of intellect and sharp wit may do better in
terms of pay and rank than someone of only average intellect and verbal ability. Yet the latter person may actually struggle more gallantly
with issues of right and wrong, be more authentic in interactions with
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xi
others and more trustworthy because of it, and may come up with
more creative approaches to bettering the quality of work, even if only
in small ways, than their more gifted counterparts. We believe that
what happens within us is more significant than what happens to us.
We believe that the key to effective performance in the workplace
and to lasting satisfaction with ones worklies in fully awakening,
using, and developing ones human capacities. This is particularly true
in knowledge-based economies, such as ours, where people are paid to
use their minds more than their backs. We also need to recognize that in
every life there is to be found some flaw, some weakness, some appetite,
or some disabling peculiarity that lurks ready to limit or harm or even
destroy the person completely. We need to face our trouble-inviting
foibles honestly and then either control them or work around them,
or, better yet, learn to harness and use them to higher purposes. But we
must never ignore our vulnerabilities or pretend that they dont exist.
In this book we will point out the difficulties people face and struggle
withbe they from circumstances in which they find themselves or
from frailties within their own personalitiesas they try to use and
nurture their human capacities.
We see nine capacities that distinguish humans from all other life
forms, nine essential elements that are uniquely human. These are the
same elements that make people highly effective contributors in the
workplace. The chapters of this book are organized accordingly.
1. The capacity to rise above passivity, accept responsibility, and initiate
action. An effective person in the workplace acts responsibly, doing
what ought to be done without having to be told exactly what to do in
light of unfolding circumstances.
2. The capacity for self-understanding and self-acceptance. Each human is
unique and it is important for each person to identify his or her unique
interests and abilities, allowing them to influence their decisions in
choosing work and doing things at work that best tap their special
abilities and passions.
3. The capacity to think and to dignify ones existence by high-quality
thinking. Thinking involves the ability to reason, to make informed
judgments, to see beyond the obvious, to solve problems, to figure
things out for oneself. Thinking liberates an individual, giving the
person the capacity to engage the world as an active being, to make
informed choices, and to advance knowledge for self and others to
use.
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Introduction
4. The capacity to respect persons, to treat others with kindness, and to

be as concerned for their well-being as much as one is for her own. A
highly effective person in the workplace restrains her actions, treating
others not as she might feel like treating them but as she knows she
ought to treat them.
5. The capacity to create. Humans have a divine-like, inborn element in
their makeup. It is the power to create. By using these creative powers,
highly effective people are able to expand and perfect them.
6. The capacity to expand ones knowledge and understanding; to learn
and grow intellectually and emotionally. Learning is not something one
person can do for another person. It is something that a person must do
for himself. The most effective people found in the workplace have the
amazing ability to turn each experience into a powerful lesson, which
is then used to guide thoughts and actions in the days ahead.
7. The capacity to see and inspect ones behavior. The ability to control
oneself is the benefit one derives from this human capacity. Without
this capacity, people would be unable to live by the virtues we all
admirequalities such as punctuality, industriousness, perseverance,
civility, rules of etiquette.
8. The capacity to distinguish between good and evil and to choose right
from wrong. We live in a world in which there exists a moral order. We
make ourselves more secure, we earn the trust and respect of others,
and we become more effective when we live by ethical standards, when
we choose to act morally.
9. The capacity to be of service to others. Without the capacity to be in awe
of powers and ideals that are greater than oneself and ideals that dignify
life, humans would behave as though they were gods. They would make
themselves petty-minded and would diminish and destroy themselves
because of it. Having a sense of awe for things like truth, beauty, justice,
goodness, Godthe ideals and powers that ennoble the quality of life
on our planet, inspire humans to want to serve worthy ends, which
ultimately give their lives meaning and dignity.
The ideal for anyone is to become a complete person by using

and developing his or her capacities to their fullest. But reaching this
ideal, as we all know, is never easy. This is because we are vulnerable to the ill effects of our own inner tendencies that keep us from
bringing the full possibilities of our personhood to bear on our work.
In addition, outside forces and circumstances often work against us:
unfairness, pettiness, misfortune, tragedy, malice. Indeed, our world
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is not as generous and evenhanded in its treatment of people as we

might think the Creator would want for us or that we would prefer
for ourselves. Talents and abilities are not evenly distributed among us.
The circumstances that people come from are not the same. Fortune
and misfortune do not, like falling snow, land on us evenly. The distribution of rewards people receive in the workplace is rarely equitable.
The world of work, just like the world in general, has yet to evolve
into a paradise where everyone enjoys plenty and where rewards are
won through merit alone. We all know that hard work isnt always
appreciated. Poor performers sometimes move ahead of their more
reliable and competent counterparts. Jealousy, resentment, and competitiveness make relationships difficult and nice people dont always
succeed. No, life isnt fair. It isnt fair in terms of our health or our
endowments or our luck in being at the right place at the right time.
In our minds, success involves the character of the actions one
takes, not in the tangible results they produce. After he left the presidency, John Quincy Adams returned to Congress and there, despite
the gag rule against it, he spoke out against slavery. When asked why he
persisted in what appeared to be a hopeless cause, Adams said, Duty
is ours, results are Gods. This quotation captures the essence of what
we mean by success. The fly fisherman does not measure his success
in terms of the fishes he catches so much as he does in the way he
fisheshow well he reads a stream, ties knots, selects the right flies,
casts, presents the floating fly, lands his catch. Catching fish is thrilling
but it isnt all there is to fishing. The furniture maker does not enjoy
the praises others give for the beauty and quality of his pieces nearly
as much as the pleasure he derives from the enjoyment of knowing
how to design tables, chairs, and bureaus. Having a finished product
to enjoy does not compare to the enjoyment he derives from selecting
the right woods to use, and then shaping, carving, and finishing them.
The way to the kind of success we are talking about requires using
ones God-given capacities to their fullest possible extent.
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DEVELOP WHAT IT TAKES TO

MAKE THINGS HAPPEN
Assume Responsibility, Initiate Action,
Accept the Consequences
It is our duty as human beings to proceed as though the
limits of our capabilities do not exist.
Teilhard de Chardin
On a late September morning many years ago a maintenance foreman named Arnold Effington came face to face with a problem common to practically every workplace around the world. Arnold was
responsible for maintaining and repairing malfunctioning machinery
at Anacondas copper mine just south of Tucson, Arizona. Earlier that
morning he sent a crew of men out to replace a broken piston on a
hopper. Now, he wanted to check on their progress. As he drove up to
the idle hopper, Arnold noticed that his crew was sitting down, talking
among themselves. Turning off his pickups engine, he saw one of the
men jump up and begin inspecting the broken part. The others there
stopped talking but remained seated. It was obvious to Arnold that his
crew had been wasting time, doing nothing productive. He got mad
but didnt want to let his anger show. So he simply asked, Whats
going on?
The men looked at each other briefly but no one spoke. Arnold
pressed them again, this time with another question: Why arent you
doing what I sent you here to do?
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Are You Your Own Worst Enemy?
One of the crew spoke, We were waiting for you to tell us what
to do. Arnold looked at the man but said nothing.
Another man spoke up, We dont have the right parts. What do
you want us to do? Besides, we need a larger wrench.
You, said Arnold, pointing to one of the men, Go to the supply
room and get what you need. A pickup truck was parked nearby.
These men did have a way of getting to the supply room to obtain the
tools and parts they needed on their own, but they didnt make use
of it. Instead, they sat around and talked, waiting for the foreman to
come by and tell them what to do.
Arnold looked at the other men who remained seated and said,
The rest of you, start cleaning these rocks out of the way. Arnold
waited until the man who went for the wrench returned with it. Then,
as his crew began tearing apart the broken machinery, Arnold got into
his truck and drove off.
It was plainly evident that not one of the work crew Arnold sent
out to tackle a simple repair job was taking the initiative needed to
move the job ahead. They were passive. Whats worse, they didnt
care. It wasnt their ore hopper that had a broken piston. It was the
Anaconda Copper Companys problem, not theirs. What did they care
if the piston got fixed that morning or that afternoon?
Shoulder the Responsibility to Get Things Done
Every day, whether you realize it or not, you face a fundamental choice.
Will you accept responsibility for yourself and your actions or will you
not accept responsibility? Will you take the initiative and get busy with
what needs to be done at work, or will you not get busy and then create
excuses for doing little? A sterling illustration of the importance of
accepting responsibility came to public attention over a hundred years
ago when Elbert Hubbard wrote his famous essay, A Message to
Garcia. Just before the beginning of the last century the United States
faced a war with Spain over Cuba. President William McKinley needed
vital information if U.S. soldiers were to cooperate with the insurgents
and take control of the tiny island nation. McKinley wanted to know
the number of Spanish troops and where they were, their combat skills
and morale, the conditions of Cubas roads, how well armed each side
was, and what the Cubans needed. While American forces were being
mobilized, the president needed someone to carry a message to and
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get vital information from the leader of the Cuban insurgents, a man
named Garcia. Where, asked the president, can I find a man who
will carry a message to Garcia?
Colonel Arthur Wagner, head of the Bureau of Military Intelligence, had an immediate answer. He knew just the man for this delicate
and dangerous mission. Without hesitation, Colonel Wagner told the
president, There is a young officer here in Washington; a lieutenant
named Rowan, who will carry it for you.
Send him, McKinley replied.
An hour later, at noon, Wagner met Rowan at the Army and Navy
Club for lunch. While they ate, Colonel Wagner asked Lieutenant
Rowan if he knew when the next boat to Jamaica would leave. Rowan
didnt but he went immediately to find out. He returned shortly with
the answer: the Adirondack, a British boat, would sail from New York
the next day at noon. Can you take that boat? asked Wagner. Rowan
said he could. Then, said Wagner, get ready to take it! Young man,
Colonel Wagner continued, you have been selected by the president
to carry a message to General Garcia, who will be found somewhere
in the eastern part of Cuba.
Garcia was somewhere in the mountain vastness of Cuba. No one
knew exactly where. There were no telephones, no telegraph lines, no
railroad lines, no paved roads. Someone was needed to get a message
to him. It would be difficult and treacherous. There were seas to cross,
night landings to make, jungles and mountains to traverse by foot and
horseback, and enemies to avoid, lest the messenger be captured and the
vital mission foiled. Rowan took the presidents message and left. He
would carry it to Garcia. Rowan didnt ask his superiors how he was
to accomplish his mission. He didnt demand to know exactly where
Garcia was or how to get to him. He didnt waste time demanding
explanations as to how he was to slip past Spanish soldiers. These
matters he would have to figure out for himself. He knew one thing
and it was the most important thing for him: He would get President
McKinleys message to Garcia.
Give someone a task to do and you will be able to tell immediately
whether she can be depended on to get the job done by how she takes
the order. Does the person ask for clarification on the nature of your
expectations, the major details as to what the end product is that you
have in mind so that she gets that same result clearly implanted in
her mind? Or does he ask for details on how to proceed with things
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that he should be able to figure out for himself? Does the person ask,
Where do I find information on that? or What are the precise steps
I must follow? or Why ask me to do it when Fred hasnt done a thing
around here for days? or Dont you think I already have enough to
do as it is? These are not the questions that a man like Rowan would
trifle with. He had his orders and he immediately busied himself to
carry them out. He was the kind of man who would succeed in carrying
the presidents message to Garciaand return to write about it.
A good way to succeed in the workplace is to develop the capacity
to be responsible for yourselfto accept assignments and perform
them on your own willingly and enthusiastically. Unlike weaker-willed
individuals who wait to be told exactly what to do and how to do it,
top performers take their ideas and put them into practice. When they
see a job that needs doing, they go ahead and perform it. The difference
between top performers in the workplace and those who accomplish
little lies in the fact that achievers choose to assume responsibility.
Each of us has whats known as free will. It is the power to be our
own personto make up our own mind, to choose to act as our
mind and heart direct us, to accept assignments and figure out how to
perform them on our own. Those who develop this capacity are the
people we know as being dependable self-starters. Another benefit that
comes to those who learn to accept responsibility is that they mature
emotionally. Self-responsibility is the natural expression of adulthood.
The more a person exercises the capacity to assume responsibility and
initiate actions, the more he or she grows toward greater levels of
autonomy. The healthy person looks upon her accomplishments as
signs of growth. Having accomplished simple things, she eyes more
difficult challenges worthy of her talents. Success builds on success.
Another useful outcome of assuming responsibility and taking
initiative is that it teaches us the many valuable lessons that come from
experience. From our experiences we learn that certain kinds of actions
produce favorable consequences, while other kinds of actions lead to
undesirable consequences. These are lessons that oftentimes cannot be
taught in a classroom; they must be learned on ones own, through
actually doing things. The more a person learns these many lessons
the more that person becomes willing to take risks. As people learn to
take on more responsibility they grow more confident in taking the
initiative. These men and women we know as self-starters who can be
depended upon to get things done without close supervision.
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Care About What Happens

If you have spent any amount of time where people work, then surely
youve noticed a few able-bodied men and women doing very little,
perhaps next to nothing. We see them standing still, acting helpless,
waiting to be told to get busy. When confronted about their inaction,
they are long on excuses and short on actions. Getting startedthats
their problem. What is it that blocks their initiative? How can one
develop the power to get started on ones own? To address these
questions we need to look deeply into the inner tendencies of human
nature that sometimes grow, like a strangling vine, in ways that hold
people back.
One of the most debilitating inner tendencies to be found in humans is utter disregard for what happens. This feeling is aptly captured
by the familiar line Its not my concern. Late in the sixth century,
Pope (later Saint) Gregory the Great is said to have compiled what
we know today as the seven deadly sinssins because they corrupt
judgment as to what is good and evil, cloud the conscience, and remove the hesitancy to say no to self-destructive tendencies. Three
of the seven are hot sinsanger, lust, and gluttony. These are aggressive and loaded with passion. Three other sins are called cold
sinsavarice, pride, and envysins filled with hatred and calculating
thoughts and actions. Sloth is different. It is neither hot nor cold, neither heated aggressiveness nor coldhearted calculation. It is idleness,
passivity, laziness.
Slothfulness is far worse than mere laziness or idleness. It is rooted
in an I dont care feeling. A person might be lazy for all sorts of
reasons and shaken out of it by various means. But a person who
does not care is harder to reach, harder to set into motion because no
desire exists to excite into action. Sloth is not the same as stupidity. A
slothful person can see what should be done in a situation. Ignorance
and dullness of mind are not what holds the slothful person back from
purposeful action. The slothful person simply does not care enough
about things to assume responsibility for what happens or to take the
initiative to do anything. Sadly, sloth causes people to waste whatever
talents they may possess. Over time these talents tend to wither away.
On a plot of land at the eastern edge of Oxford, Ohio, people in our
town used to plant and tend vegetable gardens. It was a community activity that brought a spirit of hope and excitement and neighborliness
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to Oxford every spring. Markers divided the many garden plots, which
individuals or entire families tended. Its a law of life that only hard
work produces fruitful results. With vegetable gardens especially, the
relationship between effort and results is direct. And the work must
proceed in a certain sequence. First comes tilling the soil, preparing
it for planting. Next, seeds are sownbeets, corn, green beans, carrots, turnips, cauliflower, whatever the plot tender wants and hopes to
harvestthese must be planted carefully. After that, plants need regular amounts of water. A nearby stream ran just west of Oxfords garden
plots from which water could be hauled to keep the seedlings moist.
Day after day one could see people cheerfully carrying containers of
the much-needed source of life to their thirsty plants. As the spring
rains gave way to intense July dry spells and blistering temperatures,
the clay soil dried and hardened. Weeds sprang up. Summer vegetables,
as folks soon realized, were not something one got for free. More work
was necessary, hard work of weeding, watering, tilling, and keeping
pesky insects from eating the growing plants.
From the highway nearby anyone driving past the garden plots
could see people there tending their crops. From that distance it looked
like abundance was everywhere. But up close things were different. After just a few weeks it became clear which plots were being cared for
with more love and attention than others. Some plots were immaculately groomed. The produce growing on them thrived. Other plots,
which may have had good beginnings, appeared to be headed for sad
endings, with their plants shriveling up from lack of moisture and
weeds crowding out their chances for survival. Could it be that the
owners of these plots stopped caring? It appeared so. Sloth does this
same sort of thing to our lives. It allows possibilities to die, hopes to be
crowded out by weeds, insects to eat away and kill off good life. When
a person stops caring, passivity sets in and idleness prevails. Work
goes undone. The possibilities for good that might have grown wither
and die.
Rise Above Passivity
The first story of recorded historythe story of Adam and Eve in the
Garden of Edencan be interpreted as a human failing from passivity.
As we know, the serpent tempted Eve, as Adam stood by passively.
Adam could have guarded the garden as God told him to do and
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fought the serpent. He didnt. He could have called to God for help
What should I do? Adam didnt do that either. Instead, he remained
passive. He had a chance to take responsibility, to show initiative,
to act purposefully, but he didnt. Maybe he was lazy. He certainly
didnt think of himself as being responsible for providing his own
food and shelter. These were given to him. In a sense, Adam was
asleep to the idea of work and responsibility. Now when Eve ate from
the tree of knowledge of good and evil and got Adam to do the same,
things changed. They awoke to responsibility, to the necessity of work,
challenges that men and women have lived with ever after.
Initiative is the vital element that causes people to solve problems
while they are small and before they grow large and out of control. It is
what spells the difference between ordinary and exceptional customer
service. And it is the underlying reason why some people continually make improvements at work while others do not. Responsibility
acceptance is what makes things begin to happen that would not otherwise happen. Without a feeling of responsibility for ones self, for
what one thinks, and for what one does, a person cannot be counted
on to take the initiative and to follow through with consistent actions.
A young woman we know named Tracy told us about an experience that she had while working as a lifeguard at a private swim club.
During a party at this swim club, Tracy got a whiff of something, and
she didnt like it. She discovered a strong odor of chlorine coming
from a back room. Tracy investigated further and found that the pools
pump had sprung a leak. Chlorine was not being pumped into the
pool. To her, this looked like a serious problem. She had heard about
the dangers of chlorine gas and she worried about the possibilities of
untreated water in a public pool. These thoughts convinced her to act
on her own instincts. So, without wasting time, she made everyone get
out of the pool and then she phoned the local fire department. After
the fire department personnel arrived and inspected the situation, they
told Tracy that she did the right thing. There was a danger. And they
told her and the swim clubs manager that the pool should not reopen
until the leaky pump was fixed or replaced.
The other day I (Tom Idinopulos) stopped at a home and garden
store near my residence to purchase a pair of scissors. Upon entering
the store, I approached a clerk who was standing behind a cash register and inquired where I might find what I wanted. We dont sell
scissors, he told me. I thought it odd that a large store that appeared
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to carry every possible household item that people might need would
not stock a simple pair of scissors. So, I walked through the store,
optimistically looking for what I wanted. Seeing another clerk who
was stocking shelves, I asked her about scissors. Oh yes, she said.
Let me show you. This clerk took me to a large wall display that had
a rack of scissors. Initiativethats what this clerk had, and her initiative made her a valuable employee. It is sad to think of the number of
working men and women who lack initiative. And because they do not
have it, they are ineffective, worth very little to their employerand
they are probably miserable in their jobs too because they dont experience the fun of finding things to do and then doing them on their
own.
Be Responsible for Yourself
If youd like a surefire formula for failure, heres one that works every
time: Be passive, indecisive, unwilling to act. Run away from your
responsibilities. Sit back instead of stepping up to your obligations.
Be preoccupied with the trivial. Blame others or your circumstances
when things dont work out. These are all excellent ways to play the
part of the escapist and accomplish little.
The world is filled with two sorts: those who do things and those
who are quick to offer excuses for why they didnt get anything done.
We naturally admire those men and women whose actions make a
difference, those we know we can depend on to accept responsibility
and initiate action. These are the people who are known for their steady
follow-through efforts, the ones who perform the heavy lifting.
Taking responsibility for yourself involves taking yourself seriously. It is a cornerstone to good mental health and an indispensable
element in making things happen. We see this quality in those who
get things done. Heres an illustration of what we mean. Suppose you
realized that technology had passed you by, that your computer skills
needed a boost? A healthy person faces reality honestly and takes action. This is exactly what the head of the Aircraft Engine Division of a
major U.S. corporation once did. He realized that he didnt know what
he believed a person in his position should know about computers and
what their information access and processing capabilities are. So, instead of denying his shortcoming he accepted its existence and decided
to do something positive to correct it. He asked a top technical person
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to tutor him in the information-sharing possibilities of computers for

two hours every other weekthe tutoring went on for nearly two
years. This executive knew that running a high-tech business required
being on top of this aspect of computer technology. He did something
to make that happen. For those who want to boost their ability to
accept responsibility, here are twelve suggestionsthink of them as
ideals you can check yourself against every day. Say to yourself, I am
responsible for:
1. Achieving my goals and desires.
2. My choices and actionsdealing with stress effectively, weathering
disappointments.
3. My behavior, especially with other people.
4. How I use my time, what I choose to do ahead of other things.
5. What I worry over and spend time thinking about.
6. How well I communicate with others.
7. The way I treat my body and take care of my health, physical and
emotional.
8. My spiritual development.
9. The people I associate with and the friends I keep.
10. My personal happiness, whether I am positive or negative.
11. Choosing and accepting the values I live by
12. How I feel about myself.
Turn Your Ideas into Actions

It does not require great intellect to recognize the difference between
the doers of our world and those who are quick to offer up excuses
for why they were unable to begin even the simplest of tasks. One of
the best ways to get noticed and move your career along in a positive
direction is to turn your ideas into concrete actions. The next time you
see something that should be done, ask yourself, What am I going to
do about it? I (Charles Watson) recall an incident about a man who
worked in the personnel department at the corporate headquarters of
a Fortune 500 firm. This man offered more than just a suggestion that
was badly needed at the time and top management liked it because of
how it was presented. The story begins when the company this man
(well call him Carl to protect his anonymity) worked for decided to
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sell one of its operating divisions, a forest products company. After

officers of his firm examined the offers received they selected one. The
acquiring company was willing to buy the entire division, although
they were really interested in only the acreage of forestland that the
division owned. The acquiring company wasnt going to keep the mill
operation going.
Carl thought about all the employees working in the divisions
mill who would probably lose their jobs. What about them? Who
was going to help them relocate to other jobs? He thought that his
companythe one that was selling its divisionshould do something
to assist all these loyal employees who were about to be out of work
through no fault of their own. So, Carl sat down and drew up a plan,
titling it How to Handle Mass Separations: Helping Good Employees
Find Work. His proposal had a stated purpose, a step-by-step action
plan and a cost figure. Up it went through the chain of command.
In a short while, the companys vice chairman of the board called
Carl to his office. What the vice chairman liked was the fact that Carl
presented not just a simple suggestion, but a complete plan. The vice
chairman told Carl, I want you to be at the mill Monday morning
and begin implementing your plan. All too often, people have ideas
about what should be done but little in the way of specifics as to how
to implement their proposals. Management likes initiative when it has
more to it than just a suggestion. They want implementation methods
too.
The Importance of Believing in Your Abilities
Henry Ford, the man whose name represents the automobile to millions of people around the globe, is reported to have said, Whether
you think you can or you cant, youre usually right. Wouldnt you
like to have the power of self-confidence thats needed to tackle the
difficult and succeed at it? Of course, wed all nod in agreement with
the idea that if anything is going to happen it is up to someone to make
it happen. The glitch is whether a person believes she or he is capable of causing it to come about. In the back of everyones mind there
lingers the question, Am I smart enough, capable enough, powerful
enough, and motivated enough to make it happen? The fact is people
will not act on things when they think their abilities are too puny to
handle the difficulties found in tough assignments.
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When confronting any difficult endeavor, each of us will ask ourselves, Can I do it? Professor Albert Bandura of Stanford University
has spent a lifetime studying this important idea, which he calls selfefficacy. Simply stated, self-efficacy means a persons beliefs about his
or her abilities to produce specific results that require ones actions
and effort. According to Professor Bandura, people with strong selfefficacy will generally accomplish difficult assignments and feel good
about themselves. These people feel sure of their capabilities and they
accept one challenge after another. They see difficult tasks as exciting
challenges to be mastered, not as threats to be avoided. A person with a
strong sense of self-efficacy finds enjoyment in doing the difficult because it stretches his abilities. People with high self-efficacy will stick
with a difficult task until it is completed as a matter of self-respect,
even when the chances of failure appear high.
In contrast to those people who accomplish much and enjoy doing
so are those who spend their time complaining instead of achieving.
These people are their own worst enemy because they have a weak
sense of self-efficacy. They doubt their capabilities. If something looks
difficult they fear it. Seeing challenges as personal threats to be avoided,
those with a weak sense of self-efficacy choose only the simplest and
easiest of tasks. And their commitment to completing these soft jobs
is so weak that they give up whenever the slightest obstacle arises.
Its easy to spot a person with low self-efficacy. They dwell on their
inadequacies. They worry and complain about their weaknesses. And
they whine about their past failures, which are numerous. The sad
truth is that these people are constantly saying to themselves, You are
a loser; youll never succeed at anything.
The best way for anyone to regain a sense of self-assurance is by
accomplishing something meaningful. Accomplishments build competency. Competency builds confidence. And more confidence leads to
greater accomplishments. Telling people that they are capable may help
get them started, but without success authentic confidencea strong
sense of self-efficacyis impossible. The classic childrens story of the
Little Engine that Could, familiar to many, captures the essential element of what we are talking about here. Its I think I can is followed
by effort that succeeds. As the little engine builds up steam and moves
the train ahead it changes from I think I can to I know I can.
How many leaders do you know who complain about their employees? Whats wrong with people these days? they ask. Why
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cant they perform better? Why do they need constant supervision?

These leaders complain about how difficult it is for them to elicit highlevel performances from subordinates who appear not to care. Yet if we
ask each of these leaders, Is there anything you are doing about it?
Invariably their answer is, No. The leader who complains and tries
nothing to change the situation is, in fact, a person who is not accepting
responsibility. Without the acceptance of responsibility, a person will
show no initiative and take no purposeful actions to change matters.
If you examine your complaints you will come face to face with a
challenge. It is this: Will you turn your complaints into actions? Ask
yourself, What will I do about this situation to make it the way Id
prefer it to be?
We once knew a remarkable man who did this very thinghe
turned his complaints into purposeful actions. Shortly after he was
made manager of a steel plant many years ago, a man named Fred
decided hed change things, not whine and complain about them. The
problem Fred faced was that his plants employees were passive. Their
morale was terrible. They took no pride in themselves or their work.
This was largely because the previous plant manager insisted on making
every decision. The old manager so controlled everything that went
on, large and small, that employees grew passive. They had given up
on the idea of ever being in charge of anything that went on where
they worked. They felt they were mere cogs in a gigantic machine and
had no say in what happened. Everything flowed from the boss. All
decisions required his approval, his final OK. At first, Fred complained
about the situationthe laziness, the low morale, the Who cares?
attitude. One day, an idea entered Freds mind. What good was all
his complaining doing? At that moment Fred realized that something
needed to be changed. And that something had to begin with himself.
Fred realized that he could not make all the decisions himself. He
knew he had to get employees to assume more responsibility and
show initiative.
Heres how Fred handled the situation that confronted him. Whenever an employee came to him with a problem in need of a solution,
Fred would ask that person what he thought. How would you solve
the problem? hed ask. Sometimes the employee had a pretty good
idea, which Fred would discuss with the person further. By treating
employees in this way, Fred slowly and subtly began to convince them
that they had good minds and that they were able to think and act for
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themselves. Change occurred slowly. After a years time, productivity at the plant began to pick up. And it kept rising. Two years later,
higher-ups in his company considered Freds the best-run plant in the
company. Bottlenecks that, earlier, had been created by having to wait
for the top man to decide were gone. Pride increased. Sloppy work
caused by the previous I dont care attitude disappeared. Employees
saw what needed doing and they took the initiative to do it without
fear that their bosses might disapprove.
When Duty Calls, Say Yes!
If you dont accept responsibility for completing work on time, youre
headed for trouble. We heard recently about a young woman who had
this difficulty. Dana graduated from college a couple of years before
this incident took place and she had moved up in her company because
of her intelligence and pleasing personality. Being a social person, Dana
was well suited for her job in customer service. She was on a team that
had responsibility for finding ways her company could better serve
its customers. The boss asked Danas team to identify those things
the company was failing to do well in terms of customer service and
to recommend solutions. This project required her team to survey
customers by telephone and hold focus group interviews. Once the
data were collected, the team faced the task of making sense out of
what they had heard and learned. This phase of the project required
lengthy meetings, which frequently stretched into weekday evenings
and sometimes into the weekends.
Danas team needed more time to finish its assignment before a
scheduled Monday morning presentation, but only a few more days
remained and these were Friday, Saturday, and Sunday. Dana wanted to
get away for the weekend with her friends and have fun. She was dead
tired from work and felt she deserved some fun. These wants caused
her to decide to go ahead with her social plans and then try to think of a
reasonable-sounding excuse on Monday morning for her absence. But
as the hours ticked by on Friday afternoon and quitting time neared,
Dana had misgivings. She decided that her fun would have to come
second to her duties at work. She could always go skiing another time.
Whereas getting a good job would be more difficultand costly.
How would you respond the next time you are faced with a call to
duty when another option is more inviting? One important difference
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between people who are least employablepeople who cannot seem

to hold a joband those people who do hold down steady jobs and
move ahead is the willpower to stick with the difficult and unpleasant.
Imagine this scene. Its a Sunday afternoon and men are gathered
watching a late afternoon football game. They are having a good time
but one of them wants to move the fun up a notch. He breaks
out some drugs and offers them to the others. The person with a
very short time perspective, who is incapable of saying no to what
might be immediately gratifyingnot to say illegalis unable to resist.
What this person most needs to help straighten out his life is the
willingness to accept responsibility, to rise above being a victim of his
own immediate desires.
Accept the Consequences of Your Actions
An important quality that many people never master is precisely this,
the willingness to accept responsibility when things go wrong. The
person who admits to mistakes when they occur and faces head-on a
stiff chewing-out from the boss is a rarity. Why do so many people
have this difficulty? We know of people in our organization, and you
probably know of some in your organization too, who are driven by
one thingto get the approval of others. So needy are these folks for
the approval of others, that they demand compliments and attention.
They are self-absorbed, too dependent on having others say good
things about them. Praise is fine when it is deserved but praise can
also work on people in a negative way. Look deeper and youll see
that these people are their own worst enemy, because above all else
they fear criticism. They will do practically anything to avoid it. They
take on just those assignments that they feel secure in, knowing these
will bring them praise. And they will refuse to take steps on their
own whenever they are unsure about how those higher up in their
organization will react. If all a person hears is praise, deserved and
undeserved, that person starts believing he or she is not just flawless
but also above criticism.
Of course, we all fear failure. Thats natural. What we need to
recognize is that fear of failure can be both a good thing and a bad
thing. On the one hand it can keep a person from doing really dumb
things, risky things that may harm others or property. But on the other
hand we need to see how the driving need to escape blame frequently
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leads people into becoming their own worst enemy. This is because
in trying to avoid blame they have no other way out but to lie. And
lies are always found out either sooner or later and when they are
discovered, the liars reputation is ruined or seriously damaged. We
have a friend named Frank who owns and operates a business that
manufactures and installs imitation marble sinks, tubs, and shower
enclosures. Frank installs these products himself. He depends on his
men to load his truck with the right products and necessary materials
the evening before the next days installations. One day Frank arrived
on an important job only to discover that Tom and John had left out
the sinks he needed. Later that day, when Frank returned to the plant,
he asked Tom about it. Tom said, I didnt load the truck. John did.
Frank then went to John and asked him about the mistake. No, said
John. I didnt load the truck. It was Stan. Stan had quit the previous
day, so there wasnt anyone on hand for Frank to blame. But Frank is
not a stupid man. He knew that either Tom or John was lying to him
and his respect for each of them dropped a little bit because of how
they tried to escape blame.
How you handle your mistakes can either make you or break you.
Everything depends on your willingness to accept the consequences
of your actions. When he was Chairman and CEO of Westinghouse in
Pittsburgh, Pennsylvania, Douglas Danforth told us, When I make
a mistake, I tell them (the board of directors). They love it. And they
are more supportive of me than if I tried to hide it. The next time
you make a mistake, take the initiative to admit it right away and then
go ahead and do something positive to correct it. People will admire
you for your honesty and your initiative. You will feel better about
yourself tooyou really will. There is a man in our town named
Austin who owns a small business. Austins Floor Store sells and
installs carpet, linoleum, and other kinds of floor coverings. Once, after
installing a carpet for an elderly woman, she phoned Austin. There was
something in the carpet, she believed, that was giving her headaches.
What could Austin do? Without hesitation, Austin sent out a crew to
remove the new carpet and reinstall her old carpet. Austin told the
woman, the new carpet wasnt acceptable to you, so there will be no
charge. That happened over ten years ago when Austin had only two
trucks traveling around town, delivering carpets, and his employees
installing them. Today, Austins Floor Store has many more delivery
trucks on the road. His new store is larger and more inviting than his
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previous location was. He employs more people now too. His business
thrives.
Taking responsibility for ones actions is a vital element of selfesteem. It is something that cannot be built on false praise. There
is really only one way to earn well-deserved praise: do something
thats praiseworthy. In shops and factories all across the land able and
well-meaning men and women are hard at work turning out products that you and I will use. How carefully they inspect their plants
output is one reliable indicator of how well they accept their responsibility to place workable products into their customers hands. We
learned about a man named Jim Rooney who was a vice president of
manufacturing for Zenithand he took his responsibilities seriously.
Once Rooney shut down production of color televisions in Zeniths
St. Louis plant because some of the parts they were using were defective and the sets werent meeting quality standards. Rooney told John
Nevin, Zeniths CEO at the time, I dont get upset when a part of
the manufacturing process gets out of control and youve got to shut
down the plant in order to maintain your standards. Thats unavoidable in American business. I do get upset when I find someone who
will take his mistakes, pack them up in a box, and ship them to our
customers.
Common Ways People Fail in Accepting Responsibility
The ways in which we can fail to accept responsibility for ourselves
are many. Lets review some of the more common ones here.
Blaming Others When Things Go Wrong. A supervisor is given responsibility for an important assignment that requires the efforts of
several individual contributors. One of the contributors fails to do
his part or does it poorly. Rather than get someone else to help or to
redo the weak part of the work, the supervisor blames the slacker but
doesnt fix the defect.
Blaming Ones Circumstances. In an emotion-filled meeting one person makes unkind and hurtful remarks to another person. Rather than
admitting to being uncivil and apologizing, the intemperate speaker
blames the tense meeting for her angry outburst, saying, I just cannot control my temper. You made me so angry that I could not help
myself.
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Waiting for Explicit Direction. An employee waits passively until his

boss comes by to explain exactly how to perform the assigned work.
Instead of going to the boss and asking for more information or help
or even trying to perform the work in the best way he knows how, he
waits passively for directions.
Being Too Needy. Dominated by the desire for recognition, an employee fishes for praise and compliments from others rather than concentrating on just doing his work.
Fearing Criticism Above All Else. A person refuses to state his position,
fearful it might not align with the beliefs of those in power or the
opinion of an authority figure who is present.
Ignoring Ones Health and Well-Being. A business owner refuses to
take time off to get away and relax. She is focused on making her firm
succeed but untrusting of those under her. She fears her employees
might not handle things at work as well as she might herself. In the
back of her mind she knows that she is harming her health and her
family relationships. Still, she keeps up her relentless work pace. When
her doctor suggests she slow down, she has a ready excuse, Im needed
at work. Even when she does get sick, she refuses to accept the fact
that her behavior is the cause. Instead she tells herself, My body got
sick and it made me take time off to rest.
Playing the Part of the Victim. A worker develops the habit of feeling sorry for himself. Whatever difficulty or unpleasantness visits the
workplace, this person sees himself as the victim of its ill effects. When
something gets between him and his own comfort and well-being, he
whines and complains.
Remaining Passive. Two people have a conflict, each waits passively
for the other to do something. Each avoids taking responsibility for
achieving a resolution and restoring a damaged relationship.
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MAKE THE MOST OF WHO

YOU ARE
Understand Yourself, Accept Yourself,
Be Yourself
We are always stronger when we do not try to fight reality.
Nathaniel Branden
In a story appearing in Entrepreneur magazine a few years ago, Barry

Farber told of a sales rep who once worked for him. This rep wasnt
doing very well. At first, said Farber, I couldnt understand why.
He had a great personality; people thought he was a natural-born
salesperson. But he wasnt making sales. So I went along with him on
some sales calls to find out what the problem was.
It didnt take Farber long to realize what was happening. As soon as
this rep came face to face with a customer, his personality changed. His
true self seemed to disappear, and another self took over. His speech
pattern and tone changed. He suddenly became a different person, as he
took the customer through a robotic, by-the-book sales presentation
straight out of Selling 101. As he stepped into his salesperson mode,
he stepped right out of the sale. Barry Farbers advice to the rep was
direct and simple: Just be yourself.
Learn How to Be For Yourself
It cannot be emphasized too strongly that making the most of who
you are begins with knowing how to just be yourself. But what does
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this actually mean? And, how does one do that? For starters it means
understanding and accepting yourself. This is not something we do naturally. It is something we must learn and work at doing every day. To
be yourself you also need to value yourself, respect yourself, and stand
up for your right to be yourself. You can make the most of who you
are by being for yourself. This is your birthright as a human being.
Our capacity for self-assessment is one of the most helpful human
qualities we can exercise. It is the basis for how we control our actions
and choose to live up to high standards. It is astonishing to see what can
happen whenever a person compares his actual self with the idealized
person whom he would prefer to be. An excellent way to improve
both yourself and the quality of your work is to compare your actions
with what you think the best way of acting is. We once had at a
local bank a teller who was known for his tendency to treat people
abruptly. We called him Grouchy George. While he was accurate and
speedy in serving customers, he was also unwilling to smile and make
people feel welcome. Then something dramatic happened. Although
we were never sure whether it was a year-end performance appraisal
or something someone said to Grouchy George, we do know that
he changed. Somehow George glimpsed something about himself that
he didnt like. It caused him to begin smiling at his customers and
greeting them with a friendly word. It is sad to realize that all those
many years while George was grouchy on the outside he was quite
a different person on the inside. Surely he must have seen that too.
Some folks said he was just shy and unsure of himself. Maybe he was.
What we do know is that George started smiling at his customers and
they started smiling back at him. Smiles and friendly greetings made
customers feel more welcome. They began to enjoy their experience
at the bank more. And George began enjoying his work more too.
You can never tell beforehand what might cause you to look at
yourself. When he headed the McDonnell-Douglas Aircraft Corporation, Sanford McDonnell told me (Charles) about an experience he
had that illustrates this very phenomenon. He told me that as a Boy
Scout leader he had always been impressed with the impact the Scout
Oath and Laws had on boys. One day, after talking to scouts about
the oath and laws, McDonnell said that he asked himself, What am
I doing to live up to them? He said that upon self-examination, he
saw areas in his own life where he was falling short. Then he got to
thinking, Do we have a code of ethics at McDonnell Douglas? They
didnt. So he assembled a small task force of top people and told them,
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Here is the Boy Scouts of America Oath and Laws. I want you to
create a code of conduct for everyone in our organization that looks
like that. I want you to cover every point in there.
Awakening to ones faults does not always produce agreeable outcomes. With some people it can be quite upsetting; and these negative
emotions can sometimes turn into bigger problems for them than we
might imagine. Opening a persons eyes to a personal deficiency can
burden that person with so much shame and feelings of inferiority
that they give up on themselves. The gulf between what they see in
themselves and what they would like to see might appear to be so great
that they perceive their failures as insurmountable, even unforgivable.
When this happens they will worry themselves sick with feelings of
dissatisfaction. The sad reality is that these people cannot accept themselves as persons. They give up on themselves. If they are overwhelmed
by feelings of shame, guilt, or inferiority, humans can turn to rebellious patterns, lapse into states of self-pity that are all-consuming, or
they can become frozen by apathy and inertia. Sometimes they stop
being on their own side. If they are deeply dissatisfied with who they
are, they may masquerade as persons they are notthe shy person becomes aggressive, the timid woman speaks effusively, the fearful man
acts with bluster, and the insecure individual plays the part of a big
shot.
Being for yourself involves refusing to give up on yourself in
spite of whatever mess you may have made of yourself. It means
standing up for yourself. It means seeing your possibilities as well
as your shortcomings. It means knowing your limits and knowing
your potentialities. It means knowing how to escape the traps of false
humility and false pride. False humility exists when a person refuses
to acknowledge her strengths, the lovely aspects of her character and
disposition, her talentsthe talents she has developed and applied and
those she has yet to discover and put to use. False pride is present
when a person puffs himself up. And like proud peacocks parading
about with their feathers spread out, he brags about his achievements
and talents and pretends to be larger than he really is.
In collecting anecdotes and examples of how people harm themselves in the workplace, people we listened to described numerous
examples of annoying coworkers. These annoying people were their
own worst enemy because they created personae from their imaginations of idealized selves that were inconsistent with the real persons
underneath. Others said that these people had a way of trying to feed
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their egos by self-delusional and self-created images and then believing

their imaginings were real. But their puffery didnt fool anyone other
than themselves. Coworkers saw through these layers of imagination
and lost respect for them as persons. They had little patience for their
puffery and didnt accept them as authentic, which they were not.
Get to Know Yourself

A fifty-six-year-old mechanical engineer named Matt stopped what he
was doing long enough to tell us his story. In explaining his typical
workday, Matt revealed a pattern of tendencies and actions he could
not seem to shake free of that kept him from understanding himself.
Here is what Matt said:
From 7:00 a.m., when I leave the house, until I crash back into
bed, my days are filled with solving problems and meeting my
obligations. I wonder what would get done if I werent there to
do it. Yet, as much as I complain about how busy my life is,
secretly I think I like it. It makes me feel important. I accepted six
special assignments and agreed to serve on three committees last
year. Why? Because I thought theyd fail without my expertise.
Yes, Im a busy person. But, you know what? I think I keep myself
busy to avoid something.
I have asked myself why I try to stay so busy. Part of the
reason, I suppose, is that Im a responsible person. And, I think
I have something to contribute. But thats not the entire story.
I sometimes feel that theres a bigger reason. I suspect there is
something about having myself on my hands with nothing to do
that frightens me. This feeling bothers me so much that I make a
point of staying busy, always having something left on my plate to
do. To be perfectly honest, I do all sorts of things to avoid myself.
I dont think Im unusual. Still, I wonder who I am. Maybe I have
hidden talents yet to be discovered and put to use. Something
inside me makes me wonder if I am the person I could become.
I wonder what would happen if, instead of seeking diversions
and filling my days with activities, I spent time thinking. Ive
never thought about important things, things like: Who am I?
What am I doing with my life? Am I happy? But these are too
hard to deal with. Its easier to glide by, doing things. Besides, no
one can ever answer these questions for sure.
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This case is an illustration of how, by staying busy, a person can

escape ever having to do something he secretly fears doing: facing himself. We told Matt about a friend of oursshes a medical receptionist
who explained an effective approach that she uses for understanding
herself. She said that she finds learning about her innermost self both
thrilling and valuable. Here is what she does: every morning she awakens thirty minutes before her husband and children do. She brushes her
teeth, gets a cup of coffee, and goes into a pantry where she reads. She
cherishes these times. She allows herself private quiet time to think.
The ancient wisdom from the Bible gives us this same good advice,
Be still and think. It is good advice to follow, because something
wonderful happens inside us when we are alone and our minds are
working.
Ordinary people report extraordinary outcomes from these times
of quiet contemplation: creative ideas fill their minds, they feel intense
joy, and they reach deeper insights about self, others, and difficult
situations they are facing. One person we know told us what happened to him through devoting a few minutes each day to read from
the novels of Charles Dickens. He told us that through his reading
he experienced the fascinating characters in Dickens novels. Their
lives, their actions, and their thoughts and experiences, he finds, make
him more acutely aware of himselfwhat he most loves, fears, wants,
and hates, in himself and in others. During these quiet hours of reading and reflection, this man slowly, almost imperceptibly, came to
understand and appreciate his innermost feelingsand he respects
them.
It takes a certain kind of courage to face oneself in quiet reflection.
It is easy to give in to familiar impulses: to hunt for distractions, to
keep busy, to insist that something other than ourselves needs our
attention. Just as an organization goes through planning sessionscall
them times to think about the future and reflect inwardlyso too a
person does well by doing the same kind of thing, reflecting. Being
busy isnt necessarily a bad thing but being too busy to plan for the
future is a prescription for disaster. The woman who avoids examining
her inner life likewise invites disasters. There is the disaster of not
knowing the person she can be; the disaster of not doing those things
that she is best suited to do; and the disaster of not developing her
talentstalents that, otherwise, might be put into useful service and
lead to unimaginable satisfaction.
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Respect Your Inner Voice

We live in a world composed of things visible and things invisible. One
of the more familiar unseen realities is a tiny voice that resides within
each one of us. As if coming from the innermost regions of our being,
this voice speaks to us. It speaks not in words but in impulses, feelings
of awe, uplifting joy. Many people think of it as our inner voice. Our
conscience is part of this inner voice but there is more to it than just
that. Our inner voice connects us to our powers of reason, judgment,
creativity, and emotion. One of the more important questions that
your inner voice constantly poses to you is, Are you doing what you
ought to be doing? In the context of work this question can have to
do with things like your choice of career, your decision to tackle one
assignment instead of another, your choice to take responsibility for
something or not, or what you decide to do at a given moment in time.
Why is this inner voice phenomenon important? Why ought we to
pay it any attention?
Maybe you have realized the existence of your inner voice and its
patient yet insistent calls to your heart, urging you to be the authentic
person you were created to be. It may be helpful for you to hear
the experiences of a young man we met recently. We wont use his
real name here but simply refer to him as Jack instead. Jack started
out on one career path he planned on following right out of college.
Being smart and hardworking, Jack moved ahead in his organization.
He experienced many of the same bumps and setbacks everyone else
experiences, but overall he did quite well and moved up in his company.
Now, despite the increased responsibilities he has and his many past
advancements and pay increases, Jack feels unsettled. Something deep
within troubles him. Reading between the lines of Jacks actual words,
we sensed that Jack feels that regardless of how well he performs he
does not experience contentment, a sense of lasting satisfaction. It is
as if he is asking himself, Is this all there really is to life and work?
As we see it, Jacks inner voice is at work, doing what it is intended
to do, calling out to him, saying, You are not doing what you are
authentically suited to do. Try something else.
Quite likely you have heard of Kris Kristofferson, one of Americas
most gifted songwriters. He traveled in the company of other country
music greatsJohnny Cash, Willie Nelson, and Waylon Jennings. We
bring Kristoffersons story to your notice because it illustrates how a
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person already successful in one line of work nonetheless listened to

something deep within himself and moved his life in a direction for
which he proved to be even better suited. A bright and capable student,
Kristofferson graduated Phi Beta Kappa from Pomona College, where
he studied creative writing. He continued his studies on a Rhodes
scholarship at Oxford University, where he earned a masters degree
in English literature. He married and joined the Army. Like his father,
he became a pilot. He learned to fly helicopters. While on assignment
in West Germany in the 1960s Kristofferson organized soldiers bands
and wrote songs. People liked his songs and encouraged him to pursue
his special gift. In 1965, the Army assigned Kristofferson to West Point,
where he was to teach English. But something that happened in June
of 1965 while he was in Nashville during a two-week leave caused
him to change his career course. Kristofferson decided that he really
wanted to become a country songwriter instead of a career military
man. He resigned his commission barely two months before President
Johnson pushed America further into the Vietnam conflict. We can
only speculate what might have become of Kris Kristofferson had he
not changed career direction. But whats important is that we do know
that he did. And because he did we are enriched by his many hits such
as Me and Bobby McGee, Help Me Make it Through the Night,
and For the Good Times.
The word failure generally brings up a host of unpleasant
thoughts and feelings. We fear failure and we try to avoid it. Yet it
comes into every life. Have you ever considered the possibility that
something good might come from a failure? Sometimes your failures
are really blessings in disguise. They might be signals that you are moving in a wrong direction. Consider the story that Steve Jobs, cofounder
of Apple Computer, told in a 2005 commencement address at Stanford University. It dealt with failure and his response to it. Needing
capital to expand in the beginning months of their fledging personal
computer business, Jobs and his partner Steve Wozniak incorporated,
making them minor shareholders subject to the decisions of a board
of directors. Jobs explained what happened: As Apple grew we hired
someone who I thought was very talented to run the company with
me, and for the first year or so things went well. But then our visions
of the future began to diverge and eventually we had a falling out.
When we did, our Board of Directors sided with him. So, at thirty, I
was out. And very publicly out. What had been the focus of my entire
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adult life was gone, and it was devastating. I really didnt know what
to do for a few months. I felt that I had let the previous generation
of entrepreneurs downthat I had dropped the baton as it was being
passed to me. . . . I was a very public failure and I even thought about
running away from the Valley. But something slowly began to dawn
on meI still loved what I did. The turn of events at Apple had not
changed that one bit. I had been rejected, but I was still in love. And
so I decided to start over.
And did he ever start over. Jobs started doing again what he did
best, create creative companies. He started a company called NeXT,
another one called Pixar and then, after that, he oversaw development
of the iPod, and he continues developing new technologies and new
enterprises to exploit them. Jobs advised the Stanford graduates he
addressed that day in 2005, Your work is going to fill a large part
of your life, and the only way to be truly satisfied is to do what you
believe is great work. And the only way to do great work is to love
what you do. If you havent found it yet, keep looking. Dont settle.
As with all matters of the heart, youll know when you find it.
Make the Most of Your Real Self, Not Your Desired Self
It is widely held that a mark of an admirable personality is to set high
targets for oneself and then achieve them through sheer willpower,
determination, and hard work. The roster of highly successful persons
is filled with names of those who, with seemingly little natural ability,
overcame their ordinariness to record spectacular accomplishments.
Because he bet on baseball, the name Pete Rose may never enter Major
League Baseballs Hall of Fame. But Rose will always be regarded as
the finest example of how determination and consistent effort carried
a ball player of ordinary abilities to become the all-time leader in base
hits.
It would be deceptively easy to conclude that each of us ought to
fix our sights on some admirable target and work until we reach that
goal. But is this always realistic? Could we not be making ourselves
into our own worst enemy by pursuing purposes to which we are
ill-suited? Of course we could; and when we do we will find ourselves
paying stiff penalties. This is why it is important to make a distinction
between your ideal self and your real self. Your ideal self is the person
you long to become. Your authentic self is the person you really are.
Whenever a person tries to achieve in realms for which he or she is not
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fitted, we find gross maladjustment. Nothing, we may think, is finer

than a young person about to blossom and become a productive adult,
to have a goal, a purpose in mind for their life. I want to become a
dancer, a small girl tells her parents. I intend to be mathematician and
work for NASA, says another youngster. Yet it is possible that these
children may not possess the right temperament or have the necessary
talents to succeed in these fields. A weasel trying to be a black bear is
an absurdity. Still, many people try to force themselves into roles and
work for which they are equally ill-equipped.
A friend named Bill Haney, who once taught at Northwestern
University and wrote a leading textbook in interpersonal communication, often told of an experience he had as he struggled to find the
right niche for himself. At a young age Bill got it into his head that
he was destined to be a chemist. On his eleventh birthday Bill got
a chemistry set, and for hours on end he would mix different compounds and elements, causing various chemical reactions to take place
in beakers and test tubes. In his daydreams he visualized himself, some
day in the future, wearing a lab coat and working in a chemistry laboratory, creating wondrous scientific breakthroughs and thrilling the
scientific community. But later on, when he got to college, Bill had
a bigger and more difficult lesson to learn than chemistry principles.
His abilities and the demands of mastering chemistry were ill-matched
to each other. After serving in the Army, Bill entered college. There
he enrolled in his first college-level chemistry course. Then came his
first exam and the result was very disappointinghe scored a C. His
next exam grade was no better. What Bill had not counted on was that
to be good in chemistry he needed to be pretty good in mathBill was
never very good in math. After more disappointments and more bad
grades in chemistry courses, Bill realized that he was not cut out to be
a chemist. He changed his major and soon found an area of study for
which his talents were better suited.
The Danger of Trying to Live Up To Other Peoples Expectations
Young people can be put under tremendous pressure by well-meaning
parents to pursue particular career paths that are wholly inconsistent
with their childs aptitudes and temperament. Many mothers and fathers, whose own lifelong dreams were never realized, are known to
have saddled their children with their own unfulfilled career expectations. When this occurs the young person is expected to fulfill a
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duty that presents an impassable divide between their actual selves and
their parents expectations. Often the results are tragic. The youngsters abilities are often no better suited to the challenges before them
than breadsticks are for building bridges. Millions of decent men and
women in the workforce perform poorly because they are ill-matched
to the jobs they perform and are very unhappy because they dont like
their work. One of the best ways of telling whether a person is suited to
a particular line is how the experience of performing the work resonates
within that persons inner being. Does the person just like it, or does
the person absolutely love it? The question you can ask yourself is,
How do I feel about myself doing the work that I am doing?
We once talked to a thirty-two-year-old landscape designer named
Stanley who faced the dilemma of not wanting to disappoint his parents
but not wanting to follow the career path they set for him. Stanley went
into the family business but deep down he felt it wasnt right for him.
My father owned a nursery in our town and my brother and I
both worked there as teenagers. Dad always thought of himself as
more than a nurseryman. He saw himself as a landscape architect
and he wanted others to think of him that way tooyou know, as
someone important that customers would come to for advice and
ideas. I think he wanted my brother and me to be landscape
architects. We would have lots of people coming in to buy trees
and shrubs in early fall and spring months who needed help in
laying out their yards. I had an excellent memory for what plants
did well in sun or shade. So it fell to me to help our customers
with planning how to landscape their yards. I studied botany at
our local college and then went to work for a large landscape
architectural firm as a designer to get experience.
For the past ten years I have been working as a designer. I
am embarrassed to say it but Im not advancing. Younger people
here with much less experience than I have are moving ahead of
me. The management likes my attention to detail and wants me
to take over the office duties, where Id be in charge of billings,
purchases, keeping track of inventory, things like that. Ive been
resisting this because I think Im a better designer than they give
me credit for. But you know what? I think Id really like the office
duties better. I just dont want to disappoint Dad.
Here is Stanley, thirty-two years old, stuck in a dead-end job, going nowhere. Why? Hes trying to be someone he isnt. Out of respect
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for his parents, he pictures himself as being a talented designer but in

truth he is only mediocre. Younger men and women with more ability
are moving ahead of Stanley. When he was a teenager Stanley got it into
his head that he was a pretty good designer, and he may have been one
for the level he was operating at, helping folks decide where to place
trees and shrubs. He knew exactly what conditions were most suitable
for each plant species. But this isnt an aesthetic ability. It is the ability of memory, an ability that involves attention to detail. Regardless,
once having accepted this inaccurate image of his abilities, Stanley is
setting himself up for disappointment as reality catches up with him.
By doing this, by tenaciously holding on to a fixed and inaccurate
assessment of his aptitudes and talents, Stanley fails the challenge of
self-acceptance that life presents to all of us. What is more, he is making
himself miserable because of his refusal to accept reality.
Each normal human being has an inner craving to be of some special kind of value, to have worth, and to mean something to somebody.
This craving must be met if we are to feel valued, important, worthy
of respect. The trick is to satisfy the craving with real accomplishment,
by doing well. And the surest way to achieve this goal is by doing
those things which we are best able to do. False flattery, an inaccurate
assessment of ones talents and abilities, and trying to please others
who expect us to be something that we are not are the most common
reasons why people slip up in trying to fulfill this basic human need.
We are more inclined to listen to outright flattery than we are to stern
assessments of our actual performance. We try to please others whose
opinions we value and we blunder badly whenever their expectations
are inconsistent with our real talents. Worse yet, the deception continues, crowding out the attainment of authentic self-acceptance as we
lie to ourselves about our true passions, interests, and talent, so intent
are we on pleasing others.
Our advice to Stanley is this: Accept your aesthetic ability for
what it is, mediocre. You dont lose value because of what you are not.
You gain value for what you are and for how well you cultivate those
talents. Too many people get stuck in life by continuing to do those
things in the same ways that they have always done them. They fail to
grow as persons because they never take a chance by doing something
different, something that their heart tells them to try to do. They
often resist trying something different because they also fear failing at
something unknown to them. It is generally good advice for anyone
to allow for their hidden, yet-to-be-discovered abilities to emerge. But
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these abilities and passions can only reveal themselves if one takes on
new challenges or performs old functions in new ways.
Deal with Failure in Healthy Ways

When failure to perform well in one line of work occurs many find
the reality too unbearable to stomach. It calls for a healthy level of
self-acceptance to handle disappointments. Self-acceptance involves
choosing to face oneself as one really is and not giving up on oneself.
But not giving up on oneself does not mean keeping going in the same
direction. It frequently involves choosing another direction, one in
which a person is better suited. To make a well-thought-out change in
ones direction does not prevent success and fulfillment but enables it.
Yet it is humiliating to admit a failure and to have to abandon an earlier
choice of work or job assignment in favor of another one. Many people
are humiliated by situations that they need not be. Still, overcoming
a sense of humiliation, however real or imagined, is never easy. And
many make the mistake of focusing on their feelings of humiliation
instead of admitting to them and moving on with their careers in other
directions. We make a big mistake whenever we try to fight feelings of
humiliation that arise when our performance in a chosen line of work
is unsuccessful or unfulfilling. Denial invites unhealthy responses
rationalization, sour grapes, fantasy, and resignation with exaggerated
acknowledgements of ones inferiority.
Consider the situation faced by Gene, a thirty-three-year-old golf
pro. Here is what he said:
I learned to play golf from my grandfather when I was five years
old. Golf has been in my blood practically all my life. I lettered
in golf all four years in high school. I won a golf scholarship
to college. Since graduation I tried getting on the pro tour but
never made the cuts. I have been teaching golf at country clubs
for ten years now, but Im not doing very well at it. Two clubs let
me go because the members didnt think I was giving them what
they wanted in lessons. My friends tell me that my techniques
are difficult to master and most people dont want to commit
themselves to the discipline my methods require. Most just want
some pointers so they can clean up one or two parts of their game.
Those who do follow my methods find tremendous improvement
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but it takes them quite a while to get there. The problem is that
people are just too lazy to follow my advice. If they did, theyd
be much better players, but they are too lazy.
There are literally millions of people who, like Gene, struggle against
disappointment every day as they try to make their mark in the world.
Disappointment can be a very good thing or a very bad thing. It all
depends on how you react to it. Ought one accept disappointments
meekly or face them head-on and forge ahead in the same direction?
Sometimes disappointment helps us realize that what we tried was
foolish or ill-conceived. At other times it makes sense to see defeat
as just a bump on the road to success making us stronger, more determined. Regardless of which way makes the most sense, we ought
to view disappointment as the workings of our inner voice. Do we
hear it speak? Or do we rationalize, as Gene does, to cover up our
failures?
Facing defeat is not an easy thing to do. A fragile ego wants us to
conclude that the failure was not ours but someone elses doing. We do
not want to lose face. We fear ridicule. This is how our egos prevent
us from admitting our disappointments and moving on. Consider the
case of Krista, who had it built into her mind from a very early age that
she was an excellent piano player. Her family, her friends, her teachers
believed that Krista needed encouragement, so whenever she played
they praised her efforts with complimentary bravos. But the sad truth
was that, despite all she had heard and despite her love of music, Krista
was not all that good. The truth was that she was an above average,
high school-level musician, nothing more. So, when she auditioned as
part of the admission process to a good conservatory of music and got
turned down, Krista was crushed.
Did she accept the truththat piano playing was not the talent
with which she could best distinguish herself? Not Krista. Her fragile
ego told her that she was being cheated out of what was rightfully hers.
As a consequence, Krista still holds on to her high opinion of her self.
She keeps her dreams of becoming an acclaimed musician alive through
whats known as fantasy. In her mind she is right, the others are wrong.
She convinces herself that she just had an off day when she performed
her audition. In her mind, those who judged her didnt know enough
about music to form a valid opinion of her musical talents. But these
words of self-assurance alone are an insufficient balm for the wound
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Krista received. Her hurt has now turned into anger and her anger
has turned into a desire for revengeshe wants to rid the world of
people like those who judged her as being a mediocre pianist. Her aim
has now turned from playing the piano to finding ways to even the
score. The more she moves in this direction, the more she becomes an
even greater enemy of herself. She tells others about how incompetent
and unfair those who judged her were, and, in so doing, she burns the
bridges that might connect her to opportunities for performing.
How to Live Effectively with an Inferior or Unlovely
Element in Your Nature
Every normal person wants to feel good about him- or herself. It is easy
to accept compliments on our successes and to have self-confidence because of our strengths. But feeling too secure because of ones strengths
and superiorities can prove disastrous. It is a dangerous half-truth that
we are made great by our superior abilities and destroyed by our inferior ones. History is rich in examples of persons who have been
spoiled by the same strengths that earlier led to their successes and
achievements. When relied upon too heavily the strength a person
skillfully uses to win acclaim in one realm can easily lead to their
ruin in another. The intellect a leader uses, for example, to outwit an
adversary is frequently found to be the source of an unbearable attitude of superiority that colleagues and immediate subordinates cannot
abide. He wraps his minds powers around the facts of a situation to
formulate a winning strategy but the capabilities of his heart remain
underdeveloped and never bring him to understand and appreciate the
strong feelings and emotions of those who are called upon to execute
the strategy. Is it any wonder, then, that brilliant plans are frequently
executed so poorly? The smartest person, gifted with superior ability,
frequently falls on his own sword. He might be a brilliant person,
we hear people say about a coworker, but who can stand to be around
him?
When in the course of lifes trials we encounter failure we are at the
same time given a great opportunity: we can learn about the personal
deficiency, the weakness that led to our failure. Never underestimate
the value of these kinds of lessons. But also be aware of the challenge
they pose. Healthy self-acceptance involves facing these inferiorities in
all their reality. This is neither easy nor common. Such circumstances
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naturally throw us into a position of defensiveness, where we either

deny or downplay the importance of our deficiency. We become resentful, fearful, threatened, humiliated. From these strong emotions
spring all kinds of unhealthy and unhelpful responses: excuse-making,
blaming of others, nervous disorders, dejection. Some people even retreat into a state of resignation. They give up hope of ever amounting
to anything and announce their inferiority in exaggerated terms. It
becomes the perfect excuse; they use it to run away to escape any
further humiliation. What initially presented itself as a minor shortcoming, one that might have been dealt with constructively, has now
turned into a more complicated cluster of psychological impediments.
Now these new problems must be sorted out and resolved before any
positive steps can be taken to repair the initial difficulty.
Healthy self-acceptance involves acknowledging a weakness and
dealing with it as well as with the unpleasant emotions that arise from
finding the deficiency.
I feel humiliated about the failure to perform well because of my
tendency to ignore important details. I know that in my haste to
finish an assignment I do not pay as much attention to the little
things that I ought to consider. Sometimes, this tendency lands
me in hot water.
These are the words of a person who is honestly facing a shortcoming and who is also acknowledging the emotions that accompany the
failure it caused. They portray a healthy level of self-acceptance. This
person makes real to his self what he has done, the deficiency behind
it, and how he feels. It is only when we acknowledge our actions and
feelings as they really are, that we put ourselves into a position to do
something about them and to change for the better.
It is true that a deficiency can sometimes be a positive stimulus. We
all admire those who have turned some shaming inferior quality into
a superlative strength and achieved eminence from it. But these situations are few. In most situations other approaches are more realistic.
We might all like to see ourselves in the same category of excellence
as a Mercedes or Lexus automobile but in reality we are really more
like the simple Jeep in terms of our talents. Yet we do well to keep
in mind that the Jeep is equipped to get people to places where the
high-priced luxury cars could never maneuver. To use ones distinctive
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abilities is a positive thing, even though they may be more common

and less impressive than those of others.
Another healthy approach for handling an embarrassing inferiority is to convert it into a useful instrument for achieving something
good. Some of the most splendid accomplishments known have been
made by those who earlier struggled with some inferiority. Such struggles give people the insight, sympathy, and understanding needed to
accomplish amazing feats. In a book compiled by Steve Young called
Great Failures of the Extremely Successful, a man named Joseph Batory
tells of how his embarrassing inferiority laid the groundwork for a career of public service, saving young people from going bad. Reared in
a very tough and very Italian South Philadelphia neighborhood, gang
members bullied Joseph terribly. He was small and quiet and his father told him not to rock the boat and to avoid confrontations. For
Joey Batory going to school was a terrifying experience. The tougher
boys knocked his books out of his hands, broke into his locker, and
smacked him around on the school bus. Whenever he saw a group
of kids coming, Joey would run away in fear. I was fearful all the
time, he said. I ended up crying in my room every night. Later and
in his adult years Batory turned what he had learned about fear and
tough neighborhoods into useful guidelines for saving other kids from
the devastating ills of inner-city lifedrugs, violence, crime. He rose
to become a school superintendent in Upper Darby, one of the most
diverse and successful districts in the country. His book Yo! Joey! has
become a guide for educators across the country.
We knew a very smart man named John who worked for a mining
company many years ago. He was the kind of person who could do
very good work as long as he worked alone. But put John around
other people for long and he had a way of irritating them. This is
a fairly common occurrence when someone has a very clear idea as
to how things ought to be done and insists on following a carefully
thought-out, precise process for accomplishing jobs. John was quick
to spot whatever it was that was causing a mechanical problem and
he knew exactly how to fix it. He was highly reliable and trustworthy
but he did not suffer fools easily. Management had to learn how to use
John for his strengths. What might have been the right job assignment
for other bright people, like a Margaret or a James, was not the right
assignment for John. They made a special position for John, general
foreman of maintenance. He didnt manage anyone directly, but he did
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have authority to assign people to specific jobs. Day after day, John
roamed the operation finding mechanical problems and breakdowns
that needed attention, and he was just the right person to fix them
which he did with great distinction.
Management recognized Johns strengths and his limitations. To
get the most out of his good qualities, they designed a position where
his assets would be best put to service without the handicap of being
spoiled by his limitations. There is a useful lesson for all of us in
this example. Every person receives both distinctive and restrictive
endowments. It is up to us to figure out what can best be made of
them. Julia might have a knack for detail but little in the way of
originality. Ashley may be good when it comes to creating beautiful
displays and designs but not know what time of day it is and have
trouble managing her schedule. To envy others for their talents does
no good and to imitate someone we admire is suicidal. We are all
different and its up to each of us to make the best of what weve got.
And when we know we have some limitation or weakness, it shows
good judgment to work around it, to avoid putting the weakness into
situations where it might cause us to fail. And so, if I know that I have
a short fuse then it does not make good sense to allow myself to get
into situations where that fuse might be ignited.
Handle Strong Emotions Effectively
Imagine how you might feel if you were asked to make a speech
before an important body of higher-ups in your organization. Most
people would be scared. Indeed, surveys show that the number one
fear people have is to make a speech in public. Fear. It is a strong
emotion. There are all kinds of emotions people experience in the
workplace. A person does a dumb thing and feels embarrassed about
it. Another person cannot stand a particular coworker and becomes
highly irritated when the two have to interact. Still another person
finds herself becoming angry about her pay and work schedule. Anger,
fear, embarrassment, resentment, humiliationthese are some of the
typical negative emotions everyone experiences both at and away from
the workplace.
We dont like our negative emotions. They are difficult to handle
and most of us would prefer to keep them in their place and escape their
terrorizing effects. But we cant. They are alive and strong, and they
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menace us at every turn. What to do? Heres what a man named Joe did
when he recognized his fear of having to perform a difficult assignment
that he had never undertaken before. Joe feared that hed bungle the
job and that the others who relied on his work would ridicule him
for it. So, there he was, faced both with a difficult job to do and a
deep-seated fear of failure. Joe did a very wise thing. Paradoxically, it
was the exact opposite of what most people think makes good sense.
Instead of thinking that he could rise above his fear by suppressing
it, by saying to himself, This fear I have is just in my head and I
can defeat it, Joe looked at his fear directly. He dealt with it head-on
before tackling the tough assignment. Instead of fighting or denying
his feeling, Joe accepted its existence. He admitted to himself that his
fear was alive and strong. Inside, he felt, I may have this fear in me
but this fear is not me. I am something more than this fear. I may be
afraid but that is no reason for me to try to escape this fear.
Joe recognized correctly that a person cannot live or work effectively if fears, and other strong emotions for that matter, are ignored.
They have to be faced and dealt with in a forthright, honest way. And
this is exactly what he did: he thought to himself, Whats the worst
thing that could happen if I blow this assignment? He invited his
fear to tell him straight out what it had in store for him if the worst
possible consequence came about. When a person allows herself to
accept a negative feeling she is able to let go of it. When she does this
her fear does not have control of her, she has control of it. Once the
fear has had its say, the fear will then melt away.
Self-acceptance involves the willingness to experience all that we
think, feel, desire, have done, and are. It is being present in the reality
of our selves, our emotions, our thoughts and our behavior. We are
always stronger whenever we choose not to fight reality, but to accept
it head-on, honestly and completely. And if in the process of dealing
with strong emotions, one finds himself fighting or trying to block it,
the smartest thing to do is to admit that he is doing that too, blocking
and fighting the emotion. You cannot overcome a negative emotion
if you deny having it in the first place. Accept its existence, absorb
it, contemplate it, and understand it. That done, the negative emotion
will, like a naughty child after having acted up, tire and subside into
the background. Now you can get to work on what needs doing.
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SHARPEN YOUR THINKING SKILLS

See Beyond the Obvious, Pay Attention
to Your Surroundings, Anticipate
Consequences and Outcomes
You may be only a speck traveling across the landscape but
youd better be a speck that thinks.
Susan Butcher, Iditarod winner 19861988 and 1990
Once, as a group of foremen were exchanging work stories, one of

them asked a question: What was the dumbest thing you ever saw an
employee do? The supervisors there shared numerous examples but
the following tale topped them all. The foreman who told this story
worked in a warehouse. We had just received several orders of parts
and they needed to be placed in storage bins, he said. I asked a new
man to stack them on the shelves that ran floor to ceiling along a wall
of our building. To get items to the upper shelves he would need to
place them in a basket and hoist it to the right height. A rope, tied to
the basket, ran through a pulley up above. He was to raise the basket
filled with parts and then climb up a ladder and unload them on the
shelves above. The man proceeded with the assigned task. He loaded
the basket with parts and raised it to a height where he could take them
out for shelving. Then, not knowing what to do with the end of the
rope he held, the man tied it to his belt and climbed the ladder. Once he
got to the top of the ladder, the basket was no longer thereno parts.
Bewildered, he looked around and then down. There, sitting on the
ground, he spotted the basket. So, he climbed down the ladder to get
it. But once back down on the ground the basket wasnt there either.
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Now he was completely baffled. He looked up and there it washigh

above, dangling from the overhead pulley.
This story illustrates the importance of thinking. Let your brain
rest for just a moment and you can end up doing dumb things and
look foolish. Allow your mind to wander off as you proceed about
your business and an unexpected accident can claim an eye, a hand
or an arm, or even your life. Forget momentarily to do what you are
supposed to be doing and a sale can be lost, a product could be ruined
in production, a defect might slip past undetected. Yes, keeping your
mind engaged and alert is vital not just to your work performance
but also to your well-being. Billions of dollars are made or lost in the
world of work every year depending on whether people were thinking
clearly and skillfully or were not thinking at all.
The Value of a Thinking Employee
Every employer knows that a thinking employee is a valued asset.
These are the individuals who come up with better methods, see mistakes and fix them before they grow large and costly, identify safer
and more productive ways of getting work accomplished, and make
the work environment alive and exciting with new ideas. There may
be things that some working people do over and overwere all familiar with assembly-line workbut many other tasks are unique and
require a fair amount of figuring out on the spot. Those who can
think for themselves and gauge what to do on their own are highly desirable. Smart, quick-thinking employees, men and women who have
the capacity to decide what needs doing and how to do it spell the
difference between good outcomes with happy endings and constant
disasters.
It is always good advice to keep your wits about you. This means
paying attention to whats happening and to what might happen. We
learned of an incident that took place in Plymouth, Wisconsin, that
illustrates this important idea. A man named Christopher Ondercin,
twenty, was working the next to last day of a summer job at his local
Wal-Mart, before returning to college for the fall semester. Earlier,
Christopher had learned from an employee at another store that two
men were using fake credit cards to buy gift cards. Little did he realize
it at the time but he was about to confront these men himself. A
little past lunchtime that day, one of these men stood before Ondercin
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asking to buy gift cards. Christopher was immediately suspicious. To

stall for time he lied to the man, telling him that he was new and that
he did not know how to process that kind of transaction. Christopher
got his supervisor to handle the transaction. In the meantime he went
out to the parking lot, wrote down the license plate of the mans
vehicle and gave a description of the men and their vehicle to police. A
short distance away, police arrested Shahir Mahmoud, forty-eight, of
Sunnyside, New York. His accomplice, Youness Attobi, thirty-eight,
of Cincinnati was apprehended later. The pair was charged with ten
counts of possession of a counterfeit credit card. A further search of
their van revealed more than two hundred fake credit cards, false New
York drivers licenses, seven Wal-Mart gift cards in denominations
between $500 and $800, and other items.
Sometimes an employee demonstrates his value not by doing his
work well but by figuring out quickly what the smart thing is and
doing it straightaway. We read a news account of something like this
that occurred in Lester-Prairie, Minnesota. There the quick actions of
an employee from Treasure Hunt Antiques saved six customers and
himself from serious injury. At around 4:30 on a June afternoon a truck
driver from Joel Hilgers Trucking of Waconia came into the antique
shop. Todd Pruden was on duty. The driver told Pruden that his truck
had just knocked over an electrical pole causing a live wire to fall across
a large propane tank located near the front corner of their building.
The hose connected to the tank had a minor leak in it. Pruden was
aware of the leaking hose, which was scheduled to be repaired. Pruden
calmly explained the dangerous situation to his customers and they
left immediately while local firefighters were notified. The firefighters
secured the area so no one would pull into the lot. Xcel Energy sent
a crew that arrived within the hour. They cut the cable, repaired the
leak, and straightened the pole, since it hadnt been damaged.
Recently, I (Charles) received a cookbook written by a longtime
friend. Having enjoyed many good meals at this friends home, I decided to put the book to good use. I thumbed through its pages and
decided to prepare one of the most appealing recipes, Chinese pork
in brown sauce. I then made a list of the ingredients and went to my
local grocer to buy the needed items. After checking out and returning
home with my purchases, I realized that the new bag boy, Eric, had
his own system for bagging groceries. Eric obviously thought about
the customer by the way in which he sorted items into separate plastic
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grocery bags: meat was double-wrapped to prevent messy seepages

onto other items and placed in a separate bag. Noodles and rice were
placed in another bag. Bay leaves, Hoisin sauce, canned tomatoes, soy
sauce, sesame seed oil all went into another bag. Carrots, bok choy,
and green onions were in still another bag. The next time I saw Eric, I
asked him about his methods. Oh yes, he said with a bright smile. I
do that on purpose. I know what happens when people get home and
start putting their groceries away. The dry items like rice and noodles
will go into a cupboard. Vegetables and meats will be stored in a refrigerator. My system makes the unpacking convenient. Employers love
to have people like Eric working for them. They please customers, and
dont make mistakes. And perhaps, just perhaps, their good ideas and
example might rub off on other employees.
Live Consciously
How many people have you seen going through their workdays and
driving on the streets and highways with their consciousness disengaged? Maybe you have been one of them. It is wise to keep in mind
that as human beings we have the power to choose whether to seek
awareness of our surroundings or to disengage our minds and tune out
whats around us. We can care and keep our brains in gear or we can
shrug our shoulders and take an I dont care attitude. Of course the
more difficult path is the one that involves maintaining your alertness.
Even though people are unequal in terms of intelligencesome are
more gifted intellectually than otherswe all have the same capacity
to be aware of our surroundings. Being conscious of whats going
on around us is not a matter of raw intellect. It is not intelligence
thats needed, it is consciousness. You have probably known some very
intelligent people who have done some very foolish things. Afterward,
these people would admit privately that their trouble arose because
they had their level of consciousness turned down low or off entirely.
Living consciously involves being aware of everything thats going on.
It means being alert. It means noticing what it is that demands that we
act in one way or another. And it means that we alter our behavior
according to what we see, feel, hear, and know to be true.
We came across a very sad story about a man described in an
OSHA accident report who failed to engage his consciousness as he
ought. This employee worked on a construction site and apparently
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wanted to get from where he was to another spot. He didnt consider

the danger that lay in the path he chose to take. As a result he was
crushed to death by a backhoe when he tried to walk between it and a
concrete wall. A contractor was operating the backhoe but didnt see
this man because he approached from the operators blind side. The
contractor was unaware of his presence. When the operator swung
the backhoe around, its superstructure (the section of the backhoe
containing the engine positioned behind the operator) hit the victim,
crushing him against a concrete wall.
Living consciously also means paying attention to what we call
our Danger, alert! signals. Most people at one time or another make
themselves their own worst enemy when they ignore what their inner
feelings are telling them is dangerous. The Danger, alert! inner feeling
that a laborer experiences when working with power tools and the
accompanying fear sensation that comes with it are healthy signs that
the consciousness level detects something worth respecting. Unsafe
feelings are the minds way of saying to us, Watch out. Be careful.
Get away. Dont do it. Anyone who has stood near a passing train
traveling at a high rate of speed knows the feeling of power and danger
that comes from such an experience. When we hear of people who
drive across railroad tracks to beat out a passing train, we know that
these foolish people have ignored their danger, alert! sensations
and some do so at the cost of their lives.
The laborer who says, I know, for safety reasons, that I should
disconnect the power source of this piece of equipment before working on it, but chooses not to, goes against what her consciousness is
trying to tell her: Danger, alert! Our consciousness exists to protect
us and move us and those around us away from dangers and toward
smarter choices. Whenever we ignore it, refusing to allow a power
that makes us more human, and, presumably, superior to other living creatures, we become our own worst enemy. The great French
philosopher, mathematician, and physicist, Blaise Pascal (16231662),
once observed, Man is obviously made for thinking. Therein lies all
his dignity and his merit; and his whole duty is to think, as he ought.
The Dangers of Daydreaming
Stay focused. Keep your mind alert to whats going on. Good advice,
but it is difficult to follow, particularly during tense and difficult times
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at work. Nonetheless, your alertness is always necessary for safe and

quality performance. At night, of course, we dream while we sleep.
This serves a vital function for our mental health. In our sleep, dreams
relieve the pressures of our busy lives. We all dream away the daily
anxieties that plague usthe unspoken fears, passions, and lusts that
would torment and embarrass us if we confronted them in our waking
hours. But unlike dreaming, which is therapeutic, there is daydreaming, which is something else entirely. Daydreaming is an escape. While
the body is in one place, the daydreaming mind wanders somewhere
else. It takes us from the unpleasantness and the unbearable realities of
the immediate and into a realm of make-believe reverie. Daydreaming
is a process that we allow to happen. It takes us away from what we
are doing and transports us mentally to where we would prefer to be,
to what we want to be, or to what we wish we were doing.
As a young man, I (Tom) did what anyone who needs money
for college would do, I got a job. Uneducated and unskilled at the
time, the best job I could get was washing city buses at the municipal
garage. Dirty from their daily rounds, the buses needed to be hosed
down, scrubbed clean, rinsed, and wiped dry before being sent out the
next morning. This part of the job was fun. Portlands summers are
sometimes hot, and using a water hose is good, cleanand cooling
fun. The part of my job that wasnt fun was tire changing. This was
a necessary but difficult and dirty aspect of the work. It required
patience, muscle power, attention to detail, getting dirty, and dealing
with frustration and anger when things didnt go smoothly, which
they frequently didnt. It was here, in the midst of this part of the
jobthe dirty, unpleasant, frustrating partthat I found my thoughts
moving away from the dirt and heat and difficulties at hand. I began
to daydream. Its something every normal person is prone to doto
slip away from unpleasant work and into more pleasing longings and
circumstances. This occurs so naturally that we scarcely recognize it
is happening to us. You can easily imagine me at the time. I am twenty
years old. It is a warm summers night and I am wrestling a large,
uncooperative wheel off a bus. The wheel is dirty, heavy, and stuck to
the bolts that hold in on the bus axle. I have to change the tire thats
mounted on it, something that will require more muscle power, more
sweat, more patience. My girlfriend is waiting impatiently for me to
take her on a date later that night. I want to leave work but know that I
cannot do that. I can make myself stay where the work is but my mind
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wants to wander away from the reality of the unpleasant and into the
realm of the imagination.
It is at such moments that ones attention is likely to move away
from the difficult and travel into the realm of whats more pleasant to
think about. It is here, when our thoughts are far away from the work
at hand, that we are most vulnerable to accidents and mistakes. Now
it is at these times that we make ourselves our number one enemy. The
smart thing to do is to fight our tendency to daydream. Sure, we want
to escape mentally from the work at hand, to avoid the unpleasant,
dirty, difficult work we must do. But remember this: it is when we
are not paying close enough attention to details that errors are missed
and missteps occur. Here we allow our wandering minds to lead us
into more trouble. When we choose not to daydream, we keep our
minds focused on what we are actually doing, on what we should be
doingand then we do those things better and more safely.
See Individual Parts and the Whole in Their Togetherness
Lets examine something that weve all noticed about ourselves and
others. Some of us are more oriented to looking at things as total entitiesthe big picture. Others of us tend to be more detailorientedwe see the individual parts and are keen on examining each
part of a whole in great depth. The old question Do you see the trees
or the forest? captures the essence of the distinction between the big
picture and the detail-oriented ways of perceiving. But it is worth our
while to press the issue further: What ought one pay attention tothe
big picture, the forest, or the details, the individual trees? The view of
the person who sees only the big picture, the forest, lacks clarification
and precision. The person who sees only the details, the individual
trees, lacks an understanding of what they mean as a whole and how
they combine to form something collectively thats larger than what
they are individually. These simple ideas are extraordinarily useful in
helping us to raise our levels of consciousness. The ideal is to strive to
see both the details and the big picture. We call this seeing things in
their togetherness.
Seeing both the individual parts and the whole, together, is not a
new idea. Immanual Kant (17241804), the famous German philosopher, stated in his books that the human mind is fashioned by the
Divine to see things together. Centuries earlier, in Greece, Plato wrote
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of the human mind as possessing powers of unifying energyan energy that can see and understand the one-in-the-many, the particular,
and the universal, the whole, together. Our minds, Plato thought, are
more fully developed when we elevate our powers of awareness, our
consciousness, to see things in their togetherness, both the parts and
the whole.
These abstract ideas can be of the greatest practical value to anyone.
The person who masters details and is not defeated by trying to understand them will get all the small, but necessary steps correct that spell
the difference between a quality job and a sloppily performed one. We
know a superb craftsman who builds museum-quality furniture styled
after the eighteenth-century masters. Watch him working in his shop
and youll observe a person paying extraordinary attention to detail
every angle is measured before and after being cut, machine setups are
checked for accuracy using scrap pieces, and finer adjustments, if necessary, are made before actual cuts are performed on actual parts. But
this craftsmans concerns are not solely with details. Always the parts
are judged in relationship to the whole and the abiding criterion is, Do
the parts fit aesthetically with the whole piece? Is the part too wide,
too narrow? Is the angle or curve too sharp or not sharp enough?
Years ago, when I (Tom) was fourteen years old and living in Portland, Oregon, I learned, firsthand, why seeing the parts and the whole
together is essential to success. Hired to wash dishes at the Bohemian
Restaurant in downtown Portland, I worked under the constant and
careful direction of the restaurants owner, George ONeil. ONeils
restaurant was filled to capacity at lunchtime with discerning diners
who munched on its sumptuous bread sticks and topped off their meals
with delicious pastries. George ONeil served top-quality meals to his
customers, giving them excellent service. He had an eye for detail:
everything had to be just so and he was constantly watching that it
waschairs were wiped clean, crumbs swept off counters and floors,
and napkins were always folded carefully.
One day, as I scoured bread pans in the basement of the bakery, I looked up to see George standing beside me, observing me as
I scrubbed away. Even the washing of pans in which breads, pies,
tortes, cobblers, and cakes were baked concerned George. He knew
that spick-and-span baking pans are one of the many keys to quality
bakery products. George dipped his hands into the hot soapy water
and took hold of the scrub brush I was using and showed me how to get
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into the deepest corners of the pan. He was not about to leave the quality of pots and pans washing to the haphazard and inexperienced eye
of a fourteen-year-old boy. His role was to teach each employee how
to perform his or her individual tasks at a level that would make his
restaurant what he wanted it to be as a whole: providing each customer
with a first-rate dining experience. George knew that the reputation
of his Bohemian Restaurant depended on the totality of the seemingly
smallest thingsthe filling of salt and pepper shakers, the cleanliness
of remote corners of each room, the proper laundering of napkins and
tablecloths. Georges eyes took in everything and his mind told him
if things were going well. He watched the plates of his customers after they had finished their meals. If they liked what he served, it was
eaten; he wanted to see plates eaten clean. And he also watched his cash
register carefully, usually ringing up sales himself. Keeping eaters satisfied with good meals was his business and his passion. And he knew
that profits came when people liked what he served. So he focused his
attention on the tiniest aspects and the final resultstogether!
Think About How to Be More Productive
Many years ago, at a forest-products company in Montana, a man
named Clarence ran a small department of fifteen people called the
cut up department. These employees were responsible for sawing
and milling wood moldingsthe long, figured pieces of wood that
are nailed to walls around doors and windows. They are baseboards,
crown moldings, chair rails, wainscoting, and the like. During a supervisory management course Clarence heard about the effects goalsetting can have on productivity and motivation. The idea was that
people are more highly motivated when they are working toward
clear-cut goals and when they can see their progress toward meeting
those targets. Clarence thought hed give this idea a try. He began by
telling his people about the importance of having work goals, production output targets. At first they didnt quite know what to think of
all this goal-setting stuff he was telling them; but they liked Clarence,
so they went along with him on it.
Clarence thought of the best days his workers had turning out
molding and how much they had produced on the average days. He
looked for a target that would not be so high that his people would
laugh at him but not so low that there would be no challenge to it. After
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considering the problem for a few days Clarence announced a target:

17,000 lineal feet of moldings would be produced per shift. He posted
the target amount on a bulletin board. At the end of their first day, his
group produced 14 percent below the daily goal. Not good, but not
too bad either. The next few days showed improvement. On the last
day of the first week his unit was only 2.9 percent off the expected
mark. The challenge caught on with the employees. And then, halfway
into the following week his people surprised him and themselves when
they surpassed the 17,000 lineal feet mark by 1.5 percent. Morale and
motivation turned upward. Interest in the work shot upward. Better
methods began to be the topic of lunch- and breaktime chatter. Are
we going to make our target today? they would ask Clarence. After
a few weeks time, the employees began setting their own goals and
they implemented productivity improvements too. They also started
helping each other out. If one person was having a bad day, feeling
lousy or ill, the others would pick up the slack.
Think About Those Who Depend on What You DoCustomers
Employees who sleepwalk through their workdays endanger the
reputation of their employer and sometimes those who depend on
their expertise to get things done right. Imagine that you own a jet
boatone thats powered by an engine that sucks water in and shoots
it out so you can traverse rocky waterways that would otherwise
stop the typical outboard engines rotating propeller. The owner of
one of these boats had his repaired at Sears Marina in Anchorage,
Alaska, in preparation for a day of salmon fishing. A few hours drive
north of Anchorage, the owner launched his boat in the Susitna River,
known in the area as the Big Su. The Susitna is a glacial river with
many channels, islands, and logjams. It is large, fast-moving, and ice
cold. After running downstream a few miles something suddenly went
wrong with the boats engine. A bearing in the jet unit froze, causing
the motor to seize. Now the boat was helpless, completely without
power. Like an awkward raft the boat drifted sideways, out of control,
with water coming within inches of pouring over the upstream side of
the boat. Down the river it floated until it piled into a logjam where it
almost capsized. The owner used an axe to break free. A careless service
technician, sleepwalking through his days work had neglected to pack
the bearing with grease before installing it. This mindless oversight by
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a technician could easily have resulted in a mans death. Fortunately

no one drowned and the damaged boat was eventually recovered.
Think About Avoiding Danger
It is always good advice to be alert to dangersto know what might
possibly go wrong. This way one can protect himself by keeping out of
harms way. Sometime ago two men who worked for a siding company
were sent to a farmhouse to install aluminum siding. Before they could
attach siding to one side of the house it became necessary to remove
a thirty-six-foot-tall metal pole CB antenna. This was something they
had done before. But what they didnt take into consideration was
the high-voltage power line nearby. One of the men stood on a metal
pickboard between two ladders and unfastened the antenna at the top
of the house. The other man, who was standing on the ground, took
the antenna to lay it down in the yard. The antenna made electrical
contact with a 7,200-volt power transmission line thirty feet from the
house and twenty-three feet above the ground. The employee handling
the antenna received a fatal shock and the other employee, on the metal
pick, a minor shock.
Sometimes people get so focused on what they have to do that
they forget to consider whats going on around themselves that might
be important. In the case of the aluminum siding installers, these men
neglected the danger posed by the power line nearby. In another situation that we learned about, a construction worker was so focused
on shooting nails into plywood using a powder-activated nail gun
that he accidentally killed a carpenter apprentice working a short distance away. The tool operator, while attempting to anchor a plywood
form in preparation for pouring a concrete wall, fired the gun, causing the nail to pass through the hallow wall and into the head of the
victim.
All kinds of dangers exist in the workplace that should be seen for
what they are. These dangers could be physical conditions that might
lead to a personal injury or they could be human relations tragedies
waiting to happen. For example, an overly sensitive person might easily
take offense at an offhand remark innocently made by a coworker. As
with physical dangers, emotional dangers might easily be avoided by
not being so focused on the job itself that one fails to recognize the
feelings of others as well.
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Think About the Bottom Line

Employees at all levels of every imaginable enterprise, be it a profit
or a nonprofit entity, have shown themselves capable of finding
ways to produce more value for less cost. By thinking, they find
better ways to create more value. These people have what we
call a bottom-line mentality. A bottom-line mentality is simply
the perspective of trying to find ways of creating more value per
resource. All too frequently, people get caught up in the routine
of unthinking habit, doing the same things in the same ways
year after year. This is boring and ultimately destructive as minds
harden and refuse to accept superior methods. As a consequence,
organizations populated by these kinds of employees wither while
more progressive, rival firms pass them by.
We moved from written orders and invoices twenty years ago to

telephone and FAX machines, one store owner told us. Why do we
need to switch to Internet and electronic banking services now? This
remark is typical of the kind of thinking that plagues many people in
workplaces across the country. These are the very people and organizations that will soon be put out of business by more savvy rivals who
continue to rethink the ways they conduct business. In every shop
and office space across the land there are possibilities for boosting
bottom-line results. Those who shut their minds to these possibilities
and continue along the path of unthinking habit not only die mentally
but also find their work boring and unfulfilling. They make themselves less human, their work less interesting, and their organizations
less competitive.
A friend of ours named Doug Smith from Cincinnati told us about
his experiences when he was an area general manager for GTE in Atlanta. Doug was plagued with the problem of lost revenues when good
sales representatives left for other positions. Supervising a department
of twenty-one sales reps, Doug found himself always having to train
new people for recently vacated positions. It took him at least two to
three months to get them up to speed. Turnover was part of the environment. When an experienced rep left, the sales in that reps territory
would slip dramatically until a well-trained replacement could take
over. The usual practice was to request another hire and begin training
the new person. Doug had a better idea and he evaluated its possibilities
against the impact it would have on what really mattered to GTE, the
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bottom line. Why not have a twenty-second person in the department,

one who would be in training? It would cost Dougs department a
bit more for this persons base pay but when an experienced sales rep
left, the drop-off in sales in that reps area would not suffer, because a
well-trained replacement was ready to take over immediately. While it
cost more to have a ready replacement, the additional outlay was more
than covered because sales were not lost. Doug Smiths idea worked
and GTE adopted it throughout its sales organization nationwide.
It is clearly true that what people think about matters, because
it affects their behavior. It is also true that what people focus their
thoughts upon are those things that get evaluated. There is an old
saying that, what gets inspected get respected. The truth of this
statement was illustrated recently by an experience a former student
told me (Charles) about. After graduating over twenty-eight years
ago, a man named John stopped by earlier this week to renew ties. He
had been a student in one of my classes and since then he has kept in
touch over the years through Christmas cards. Now, fifty years old
and financially successful, he was back on campus to share some of the
many experiences he had in the world of business. He told me about
a firm in which he had once served as financial officer. This company
was in the field of high technology; its principal owners were scientific
types who knew their products and the technology behind them. But
they were not so knowledgeable about business mattersprofits, cash
flows, and the like. John had an idea for helping this organization to
boost its financial performance. He and those who were responsible
for making compensation decisions established a performance reward
system, tying raises and bonuses to financial performance measures,
such as return on assets, cash flows, productivity of capital. It worked.
Within a years time this firm, which had barely earned enough to keep
going and was deep in debt now churned out record-level profits and
produced healthy cash flows. The point is that by getting employees
to pay attention to the bottom line, the firms financial performance
skyrocketed.
Think Your Way Out of Problems Using Principles
You Already Know
A good rule to follow when it appears that you are beaten by an
insurmountable obstacle is to consider every possible way around it.
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Let your imagination soar. Too often our imaginations remain mired
in the web of past routines. We fail, frustrated, not because no way
out exists but because we are unable to find a good way out of our
difficulty. To find a way out, it is advisable to try to switch gears
mentally to consider solutions outside the conventional. Ask yourself:
Is there any other possible way around this problem?
Long ago a famous wood finisher named George Frank demonstrated this very conceptthe ability to think his way out of what
looked like an impossible situation. Since there was no work for him
in his native Hungary right after World War I, George traveled to Paris
in search of a brighter future. Already, he was a full-fledged cabinet
maker and a master of stains and finishes. In 1924, George arrived at
the French capital. His first job was painting the Eiffel Tower, but the
heights and dangers of working high above the ground didnt agree
with him and he quit. His next job was with Ferdinand Schnitzspan,
who owned a wood-finishing shop. Customers could not pronounce
Schnitzspans name, so they simply called him Fernan. His employees
addressed the master as Patron.
Frances economy was beginning to take off in the years following
World War I, and there was plenty of work. The Banque de France was
expanding rapidly too; it was Fernans best customer. His shop had
the contract to finish the oak woodwork for the banks newly opening
branches. In June, Fernans men shipped off all the woodwork for the
banks branch in Lisieux, which was scheduled to open on July 16.
Midway through the second week of July bad news arrived at Fernans
shop. He had made a serious error: all the woodwork was stained
too light. The banks architect refused to accept it. A full-blown crisis
swept over the busy shop. Fernan and his men would have to travel
to Lisieux immediately and work round the clock to darken the oak
woodwork before the branchs planned opening. All other work would
have to wait.
Fernan and six of his best men squeezed into a car, along with
all their needed materials, and set out for Lisieux. Upon entering the
bank, their error was obvious. Correcting their mistake would be an
enormous undertaking. Even if they worked twenty-four hours a day,
their best estimate was that the job would take at least fifteen days to
complete. They thought and thought. What could they do to speed up
the job? Every suggestion contemplated led to the same conclusion: it
would be impossible to complete the restaining job in time.
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As Fernan and his trusted men discussed one idea after another,
tension mounted. Failure was staring them in the face. George Frank
kept his mouth shut. After all, he was the youngest and least experienced. But his mind raced aheadwhat could cause oak to darken?
What did he know about the coloring of wood that just might help?
Then an idea sprang into his head. George touched Fernans sleeve and
said, Patron, I think I can do the job by tomorrow night.
They all looked at him in disbelief. This was not a time to be joking.
Then George explained his idea. It was plainly evident that the time
required to restain the oak, using conventional methods of rubbing and
restaining, applying the new finish in the usual way, would simply take
too long. But what about creating a gas? George knew that ammonia
in a strong enough concentration will darken wooda process called
fuming. If they could make a great cloud of ammonia gas, there was a
fair chance that it would penetrate the finish and react with the tannic
acid in the oak, darkening it.
The men sealed off the room, closing the doors and windows and
putting rags in all the cracks. They then fashioned thirty simple alcohol
burners. Each burner consisted of a ten-inch square board with three
nails driven in it. At the center of the nails they set a dish containing half
a pint of alcohol. Then they placed a bucket of liquid ammonia on the
nails. That done and arranged throughout the bank, the men scurried
about, wet towels over their faces, lighting the alcohol burners. They
left the lights on so they could see from outside what was happening.
As the burners caused the liquid ammonia to boil a thick cloud of gas
developedit was too dense to see what was happening. Fernan and
his men would just have to wait. Suspense ran high. No one could
sleep. They played cards, drank apple brandy, and waited. Every once
in a while someone would go out to check on what was happening but
every time they came back with the same news: it wasnt possible to
tell. They would have to wait till morning to find out.
The next afternoon the banks architect arrived and peered through
a window. They all waited anxiously, wondering what his verdict
would be. Then, he smiled and nodded approvingly. The ammonia
gas had done its work; the oak had been darkened. The bank could
open on schedule.
A good rule to follow when you are confronted with a difficult
problem is to create a list of every possible fact or reality about the
situation that comes to mind. This is precisely what George Frank did.
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He knew that the color of the wood was not dark enough to please the
client. What might be done to darken it? Obviously a darker stain could
be used but that would be difficult because a clear top coat covered
what was on the wood already. Then George Frank remembered a
basic factammonia gas would darken wood and it could penetrate
through the top coat to do it. This example gives us a model to follow
for our own thinking when facing difficult problems: Ask yourself,
Is there any other way to accomplish your purpose?
We know of a woman named Patty who works as a sales rep for a
firm that makes contact lenses. She markets these lenses to optometrists
and ophthalmologists who, in turn, prescribe and sell them to their
patients. Patty thought it might make sense to get information about
her products directly to potential customers. The question she faced
was how to do that? Then an idea entered her mind. She remembered
that when she got her last drivers license she had to take an eye exam,
and because she wore prescription lenses to see properly that fact was
noted on her license. She also knew that driver-license information is
in the public domain. She or anyone else could access it. Here was
the answer she sought: names and addresses of individuals who wore
corrective lenses for their vision.
Anticipate Consequences
Like strong headlights on an automobile that illuminate whats on
the road ahead, a forward-anticipating mind can help us steer around
dangers and reach our goals safely. Anticipate the consequences of what
is going on and the expected outcome from what you contemplate
doing before actingthats good advice. It is also evidence of good
thinking.
What can we expect will happen if certain actions are taken?
This is the question thinking people address practically every moment. Their eyes wide open, their minds fully engaged, these individuals dont just act safely, but also shrewdly. Many deadly accidents arise
because people fail to consider the dangers involved in what they are
doing. We all know that gasoline is highly flammable. We know what
happens when gasoline ignitesand it takes only a tiny spark to ignite
it. You would think that someone who handles gasoline tanks would
know these things. Regardless, when a persons consciousness is disengaged, such knowledge is not going to protect him. A newspaper
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reported an incident in which a laborer was killed when a gasoline

storage tank he was cutting with a portable power saw exploded. The
workers company was involved in installing, removing, and junking gasoline pumps and underground tanks. Although he had experience working with the saw and scrap metal the worker did not adequately purge the tank and test for vapors before beginning to cut. The
18 ft. 6 ft., 3,000 gallon tank had been used recently for underground
storage at a service station. At the time of the explosion the worker was
cutting on the tank with a gasoline powered portable saw equipped
with an abrasive epoxy disk for cutting metal. The explosion propelled
the worker nearly fifteen feet from the tank into another tank.
Sometimes the explosions that harm us are not those that destroy
our lives but the kind that can cripple our reputations and careers. We
heard recently from a friend named Tom in San Francisco who works
for a company that sells and installs office furniture. His company does
not solicit client-customers directly but gets involved via referrals and
invitations to make proposals through interior design firms. Tom told
us about a salesman at a rival firm who all but destroyed his reputation.
Instead of waiting for an invitation by an interior design firm to make a
proposal, this salesperson went directly to their client company with a
proposal. His actions infuriated the people at the interior design firm.
As a result, the next time the people at the interior design firm seek out
furniture suppliers, you can bet they will purposely leave this overly
eager salesperson off their list of those they invite to make a proposal.
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BE THE KIND OF PERSON OTHERS

WANT TO BE AROUND
Value Feelings, Treat Others with Dignity,
Be an Encourager
One of lifes supreme dangers is to value things more than
people.
William Barclay
How we treat others matters. It matters more than anything else we

do. It spells the difference between just being a person and being someone others want to know, work with, and have as a friend. In 1938, a
gifted young fiddle player named Ervin T. Roush composed a piece of
music that has electrified audiences ever since. His Orange Blossom
Special is a favorite among fiddle enthusiasts because of its difficulties and rousing passages. But Roush was a troubled man; in his later
years he played for tip money to buy drinks, and lived a reclusive life
in a Florida backwoods shack that he built himself out of plywood.
Fiddler Chubby Wise brought the song to national prominence. Although popular, it was Johnny Cashs creative rendition of Orange
Blossom Special as a harmonica piece that really boosted its sales.
Cashs recording added substantially to the stream of royalties going
to composer Roush. Hattie Roush Miscowich, his widow, was most
grateful to Johnny Cash for something she thought even more important, the ways in which he quietly assisted Ervin over the years.
Ervin Roush was an alcoholic and suffered from mental illness, probably schizophrenia. He died in 1980, all but forgotten. But one person
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didnt forget. At Roushs sparsely attended memorial service a huge

spray of flowers, orange in color and shaped like a train, was delivered
to the funeral home. The sender was Johnny Cash. According to Hattie, Johnny Cash called during Ervins final hospitalization and prayed
with the old fiddler. She always remembered his compassion.
Some of lifes struggles involve living with ourselves. We are given
the capacity to know and understand our own nature and inclinations,
our passions and tendencies. It is up to us, not someone else, to make
ourselves into the persons we are capable of becoming. We need to learn
how to use our minds effectively in thinking and choosing wisely. We
need to learn how to direct our talents to good uses and develop them
to their fullest. At the same time we are wise to respect the fact that
we are not islands unto ourselves. We do not live and work apart from
others, but with them. This, the other part of the human experience,
involves developing the capacity to interact with others effectively.
How can we do that?
The answer lies in being the kind of person that others want to be
around. This does not mean trying to be just like others. That would
not be authentic, nor would it be possible. But it does mean not being a
nuisance. And it means acting in ways that uplift and enrich the lives of
those with whom you interact day-to-day. Trying to make peace with
the overly sensitive coworker who lives the part of the perpetual victim
presents another set of problems altogether, which we will not go into
here. We will consider, rather, how individuals can expand their capacity to treat others with respect, to be kind and caring, and to become
as much concerned with their neighbors well-being as they are with
their own. Those who act in these ways make themselves much more
human and their effectiveness in the workplace becomes greater because of it.
Eight Ways Not to Be a Pain in the Neck to Others
Problem people exist practically everywhere we go. They annoy and
infuriate us. They cause trouble. They create problems that hold others
back from performing their best at work. But this is not the worst of
it: each one of us will be in their company at one time or another.
Each one of us can be an unwanted nuisance at work, because we
are human and have one or more of these tendencies. The best way
to eliminate these pain-in-the-neck individuals from the workplace is
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to try to break our own inner tendencies to be a nuisance. Here are

several commonly encountered nuisances.
Nuisance #1, The Complainer: Whether its the color of freshly
painted office walls or the new forklift truck in the warehouse, or an
added benefit package, or safety inspections, the complainer will see
something wrong with it. And its usually a wrong that no one else
sees or cares much about. Complainers are not happy unless they can
be totally dissatisfied and show it. But they never stop there. They try
to get others to share in whats making them so miserable. They want
them to be miserable too! So, the complainer spends his time telling
everyone who will stop and listen how poorly he is being treated, what
the matter with this or that is, and why things are not good enough to
suit him. Weve heard his kind of complaints many times: His previous
boss was so much better than his current boss. The company he used
to work for was better than the one he works for now. The town he
came from was superior to the one in which he now resides.
What we need to realize is that the complainer is driven by a desire
to feel superior. We all want to feel that way, but we all are not so
fixated on achieving that aim that we resort to destructive methods,
as complainers do. Most smart people try to achieve distinction by
doing things exceptionally well. The complainer is different because
he is secretly aware of the fact that he does not have the ability to
perform in superior ways. How then does he try to achieve distinction
and make himself feel superior? He complains constantly. This allknowing critic of the way things are makes it his business to articulate
negatives, identify faults, and point out other peoples failures. What
he is really trying to tell us is, Im better than others.
Nuisance #2, The Constant Talker: Meetings that should take only
twenty minutes stretch out over an hour. Greetings from people passing each other in the hallway end up consuming sometimes five to
ten minutes. And telephone calls for specific pieces of information can
turn into irritating drains on ones nerves. All these kinds of things
happen because of the constant talker, the person who cannot seem to
keep her mouth shut. While most normal people crave human contact, and some of us need and enjoy more of it than others, there is a
difference between the person who talks enough and the person who
simply talks too much. There are many reasons for the highly talkative
type of personality. Most constant talkers just have a high need for
affiliation. They seek out others for companionship, to be energized
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from interpersonal relationships. But there are other types of constant

talkers who have a different agendathese types want to impress us
with what they know, with their gossip, with their inside scoops on
the latest happenings, with their technical know-how. Another reason
why some people talk too much is that they have not made up their
mind about an issue or dont quite know what they should think or
feel about something thats just come up. Rather than quietly pondering the matter, they think it through verbally, talking their way
through it, and demonstrating to all within hearing range how confused and uncertain of themselves they are. Their thinking processes
are completely scrambled. Constant talkers search for willing listeners. Frequently, they stick their noses into places where they dont
belong. They butt into other peoples conversations, inserting their
own opinions and stories uninvited. They are also the first to circulate
the latest rumors; gossip is their business and they seem to take pride
in the fact that they are not just the first to know something but, most
importantly, the first to get the word out to others.
I (Charles) recall once hearing one of these types prattle on about
aircraft design during a dinner-table conversation. The person voicing
his scientific opinions seemed to think he knew all there was to know
about aircraft design, even though he had never studied the subject or
designed even a tiny part of an aircraft himself. Quietly seated at the
same dinner table and saying nothing sat a highly paid aeronautical
engineer who rolled his eyes as the constant talker, wanting attention,
pontificated.
Nuisance #3, The Bragger: A mother brags about her seventh grade
son who got all As on his last report card. A father boasts of his daughters three first-place finishes at her high schools swim meet. A truck
driver tells others how he shaves time off delivery route schedules.
These are the lines coming from the mouths of braggers, persons we
would just as soon avoid because a little of their self-flattery goes more
than a long way, it goes past our level of tolerance. The bragger wants
others to think he is wonderful largely because he isnt fully convinced
of it himself. If he can get others to nod in agreement that what he did
or what his child has accomplished was wonderful, then hes assured
that what he did was exceptional. To boost his self-assurance, he will
tell of whatever it is that he ownsa new car, a piece of property, a
special piece of equipmentthat he feels will impress others. If he has
money in the bank or a well-paid job, its certain that he will bring up
these ego-satisfying facts.
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Whats worth understanding about the bragger is that she is actually dependent on the approval of others. She isnt comfortable with
her own judgments and thinks she needs something more than the
satisfaction that simply comes from accomplishing things. There is
a curious phenomenon at work behind braggers and it is this: Success itself is never enough to satisfy them. They are their own worst
enemy because they want something more than success itself. They
want praise and lots of it. Tragically, praise is something that is never
fully satisfying. These people are their own worst enemy because they
are driven not to accomplish things but to receive praise for their accomplishments. They accomplish something that deserves praise and
they receive it. But the praise is never enough. They want still more
praise and to get it they resort to bragging, expecting the praise to keep
flowing their way.
Nuisance #4, The One-Upper: Imagine the scenesomeone has
turned in a superior performance and congratulatory praises are being
showered on the person deserving recognition. Perhaps this person has
just landed a huge order from a much sought-after customer, or maybe
she has solved a logjam on a production line, or maybe she came up
with a money-saving method that improved product quality. Whatever
it was that the hero of the moment did, it deserves recognition and
almost everyone is glad to say, Well done. Everyone, that is, but the
dazzler, the one-upper, the person who wants so much to be noticed
and appreciated and paid attention to that she will try to impress
others with her accomplishment of a similar nature. Whenever praise
is flowing toward someone else, these types try to snag some of it for
themselves, so hungry are they for attention and recognition.
One observer characterized this type as a person who can always
outdo your story because he (or she) has a vast life experience and
needs to talk about it to anyone who will listen. According to the
one-uppers of the world, they have done everything there is to do in
the world and they have done these things better than anyone else ever
has or ever will.
Nuisance #5, The Beater-Downer: In formal meetings or casual
discussions between a few coworkers there can sometimes be found
the annoying person who makes a nuisance of himself by trying to beat
down other peoples ideas. Instead of seeing the good points in what
other people have to say, the beater-downer finds it appropriateand
secretly amusingto point out in no uncertain terms where they are
dead wrong. But the beater-downer does not merely find fault with
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ideas and suggestions posed by others. The beater-downer goes much

further and attacks others personally. In their minds they win by
putting others down. They appear to take joy in the humiliation of
others. The motive behind this nuisance is not so much the honest
critical analysis of ideas and suggestions as it is the desire to show
how much smarter and better they are themselves. And they do this
by trying to make others appear dumb, nave, misinformed. Whats
so annoying about these people is that there is just enough truth in
what they say for those who are honest in their thinking to recognize
the flaws in any idea posed. The beater-downers in our world take
advantage of the fact that every idea or suggestion, whatever it might
be, has some negative aspect, flaw, or shortcoming. This is because
we live in an imperfect world in which there is no flawless answer to
any problem or to any situation requiring a response. Beater-downers
of the world argue for the sake of arguing; its their most developed
quality and they use it for all its worth.
Nuisance #6, The Work-Escaper: The work-escapers fear being
thought of as less capable and less competent than others. This is one
reason why they will do everything possible to avoid workthey fear
criticism for making mistakes or for doing things differently than those
who might criticize them. It is common for work-escapers to delay
beginning a job. They frequently bring up the reasonable-sounding
excuse that We need to know more about the situation and whats
expected of us before we begin. Fear of failure and the possibility
of ridicule that might follow dominate the work-escapers fears. Their
fears are more substantial than others might imagine. Fear can choke off
the desire to take a first step. Fears can paralyze a person from trying. If
severe pressure is placed on them to do something and procrastination
is no longer possible, they try to find someone else to do their work
for them. Moreover, they are good at doing this, knowing just how to
pull the right levers to goad, flatter, or entice others into doing what
they ought to be doing themselves.
Work-escapers frequently turn to superiors for help. They demand
to be told how to perform the tiniest details, so unwilling are they
to think for themselves. Over time their fears and dependence on
others lead them down the path of ineffectiveness and they stall out.
They accomplish very little. Finally, their pattern of leaning on others
becomes so widely known and understood that their willing dupes
turn on them and let them hang out to dry.
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Nuisance #7, The Im Special Person: One of the most destructive

and annoying nuisances is the person whose sole concern is self. Their
entire world is encapsulated within the boundaries of the little twoletter word, me. After being around them for any amount of time
others will say of them, Its all about ME, isnt it? It is not just
a little word but it is also a little matter, the self. Whatever the issue
is, whether it is a revised vacation schedule, a new work procedure,
or a change in policies, the Im special person looks at it through
the lens of selfHow will it affect me? they ask. Forget about the
benefits that may come to customers, or to others in the work group,
or to those who depend on the organization performing effectively
and being competitive. The Im special person is not the least bit
interested in anything beyond self and how changes will disrupt his
quietude, his status, his workload, his comfortable routine.
We see the Im special person in action most clearly when standards, procedures, or rules are in place. The Im special person does
not object to these things, they merely object to the idea that standards,
procedures, and rules should apply to everyone equally. As they see
it, they are more equal than others. They act as if they are above the
guidelines everyone else is expected to follow. They place themselves
first and see only their wants and needs. And so, when two women
work in an office and each wants to take a vacation day on the same
Friday but work demands that at least one be there, a conflict arises.
One of the two will have to forego her wishes and come in to work.
Jeanne wants to use the day to stay home and clean her house and make
preparations for her daughters first communion and family gathering
afterward on Sunday. Connie wants the day off to go shopping with a
friend, and since she has more seniority, she gets her wish. She could
have seen things in a larger perspective but she didnt. She could have
been concerned about the other person, but she wasnt.
Nuisance #8, The Credit-Grabber: Credit-grabbers act the part of
thieves. Some will do it secretly, behind our backs. Others are not so
subtle; they steal credit for themselves overtly, shamelessly. The first
job our friend Gail took right out of college was a clerk position in
the personnel office of a building supply company. She had been on
the job just a few weeks when Neil, the Human Resources director,
came to her with a special project. He asked Gail to develop a job
bidding procedure for the company. When a new position opened
up that paid more than the existing starting pay grade, management
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felt that those who were already employed by the company should
have first chance to apply for these better-paying jobs. Now it became
Gails responsibility to research the idea and establish the policies and
procedures for job bidding. Working with supervisors in the plant,
Gail learned the practical difficulties of carrying out a job bidding
procedure. It wasnt as simple as she first imagined it would be but
she stuck with it and over several weeks time, she developed a set of
policies and procedures that supervisors endorsed. Once she had her
program laid out in writing, Gail composed a cover memo introducing
the new procedures. This would be sent with the new procedures to
all departments throughout the company. Gail showed her completed
work to Neil, her boss. He studied it over carefully and said, Gail,
this is wonderful. I want you to introduce this tomorrow. And with
that he picked up the memo that Gail had prepared, crossed out her
name and wrote his in its place. Retype this, he told her.
Learn to See the Human Dimensions
Many years ago, when I (Charles) worked for Anaconda Copper I
spent a morning with the manager of the maintenance department
at our companys mine south of Tucson, Arizona. Here workers repaired heavy earthmoving equipment: haulers, scrapers, belly-loaders,
and the like. Workmen busily went about their tasks, tearing apart
the broken machinery, locating the problems, getting the right tools
and equipment, putting the equipment back together. As the maintenance manager and I walked down the center aisle of the large steel
building where repairs were performed, he enthusiastically explained
his departments function. He told of its difficultiesthe problems
he had finding and training competent mechanics and technicians. As
we walked along, I noticed that the men working there seemed to be
avoiding this manager. The workmen appeared to dart out of his way
so as to avoid eye contact with him. All the while, this manager continued to explain to me how his operation ran. Suddenly, the manager
stopped dead in his tracks. Apparently he spotted something that was
terribly important to him. He paused and watched for a moment and
then walked directly to where a man was working on an earthmover.
Coming up from behind the man, the manager nudged the workman
out of the way. I surmised that the manager had spotted something
that the workman was doing wrong. I gauged the event correctly. The
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manager told the workman that the problem with the broken machine
was much larger and more serious than the minor difficulty he was
fixing. He explained what needed to be done and the workman nodded
in agreement.
What I noticed that morning and what the maintenance manager noticed in the workplace were entirely different things. I noticed
things emotional. The maintenance manager noticed things mechanical. Where the maintenance manager saw broken equipment, the time
being spent repairing it, and the time being wasted doing things wrong,
I noticed the ways workmen avoided this man and how the one he
brushed aside appeared embarrassed over the incident. The point is
that humans see what they want to see. They are sensitive to what they
value and understand. The significance of this fact is that in any work
situation there is to be found a host of matters that run the gamut from
financial to mechanical and from human to technological. It is difficult, perhaps impossible, for one person to see the many elements that
exist. Some people see only a narrow few, and these are usually what
they are either trained to see or ones which nature and temperament
incline them to see. Part of our world consists of things tangible, things
that we can see, touch, measure. Another part of our world consists
of things intangible, things that we can sense, feel, experience with
our emotions. Logical and emotionalthese are the two halves of the
human experience. Each one is vitally important. Our very existence
involves both dimensions. But it is the realm of the emotionalthe
feelings people experiencethat most affects relationships.
As a young man I (Tom) worked summers repairing railroad tracks
in the west. The work was dirty, difficult, and tiring. It required physical stamina, especially during the hottest months of the summer when
July and August sun beat down across the desert-like terrain and temperatures touched the 100-degree mark. As a member of a work crew, a
man is required to show effort, to hold up his end, not to wimp out.
Work has to be done right; no shortcuts are permitted because the consequences of a single mistake can be enormous. The chance of a freight
train or a passenger train going off the tracks if they are ill-aligned
or rough is not slight. So when tracks wear down from years of use
and natures elements work to decay and shift roadbeds, work crews
must make repairsremoving the old and worn and replacing them
with new sections of rails. This involves digging up roadbeds, tearing
out worn or twisted rails, replacing heavy, creosote-soaked ties, setting
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new tracks into the correct position. Driving spikes, moving tons of
gravel, lifting and setting steel railsthese are the duties of a work
crew. But these things must not be done carelessly. Tracks must be
aligned exactly, the grade and pitch and turns have to be set accurately
if trains are to run smoothly and safely across the landscape.
One might think that under such conditionsthe heat, the heavy
lifting, the dirt, the difficulty of getting things right under inhospitable
conditionscrew members would hate their work. One might also
think that morale would be rock-bottom low under these difficult
conditions. It was just the opposite. With common obstacles and the
need to work together if anything were to get done, work crews took
pride in the fact that they could accomplish the difficult under backbreaking conditions. We defeated the boredom and beat back the suns
relentless rays by talking to each other. We told stories, exchanged
jokes, poked fun at each other, did things we would not do back on
the streets of the towns we came from. Our work was tough but we
were tougher. We were friends, not competitors; we had to be. The
camaraderie we shared kept us coming back each day for more work.
We were able to work more effectively, more productively, and more
happily because we knew each other and we shared a common purpose and fought against a common set of difficulties. Each day, at
quitting time, we parted with a sense that we would return to work
the next morning not to boring, dirty, difficult work, but to friends.
What drew us back each day was the good humor, the feeling of being
part of something larger than ourselvesit was something we counted
on, just as we counted on the cooperation we gave in getting our jobs
done right.
How people feel about themselves, about their work, and about
each other in the workplace spells the difference between high-level
performance and satisfaction and dreadful resultslow-quality output
and strained relationships. The emotional, not the observable forces
that we can see directly and measure, matter most in determining
whether work is pleasant or painful. The physical realities, the bottomline measures, the things tangible and obviousthese are what anyone
can see and what most people pay attention to. Yet is our neglect of
things emotionalattitudes, feelings, hopes and fears, all the considerations we cannot touch and put into clear measurable termsthat
most often leads to failure. Here is a simple illustration of this point.
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Many years ago, top management of an expanding oil company decided money could be saved and bottom-line results improved if they
moved the sales staff located in downtown offices to vacant space at a
refinery on the outskirts of town. Despite the substantial cost savings
to the company that came from the move, employees complained about
it bitterly. The refinery location was noisy and dirty, but that wasnt
what bothered them most. It was that they felt shoved aside. Their
opinions were not considered; and they were not involved in the decision. Employees knew that the company was doing well financially,
so, why were expenses being slashed? Top management ignored the
complaints. They told the employees, Get used to it. Soon the employees began to think differently about those in charge. Their liking
of upper management turned into disliking. The positive attitudes and
high morale that came from feeling they were part of a winning organization soured. They began looking for things that were wrong
and their negative attitudes opened their eyes to many possibilities.
Some employees began saying openly that the company was going to
the dogs. And here we come face to face with an important question:
Despite record-high sales and earnings, was the company going to
the dogs?
The answer one gives to this question reveals whether he or she
sees and values the vital importance of things unseen, emotions and
feelings. Do attitudes and morale and feelings really matter all that
much? If people feel that their organization is going to the dogs
will that feeling eventually play itself out in actuality? Will these negative feelings and attitudes cause the enterprise real and lasting harm?
Most people prefer to be around those who are logical and sensitive,
those who have a good sense of proportion, and those who realize
the value of things logical and emotional. The husband who dismisses
his wifes hurt feelings and anger after she lets him know how she
feels about his forgetting her birthday is setting himself up for a very
unhappy home life. What woman in her right mind feels safe and
loved when the man she is married to ignores her, paying more attention to other things that are more important to him? A helpful
idea to keep in mind is that emotions matter. People live where
their hearts are and their heartsif they are healthy and normalare
usually consumed by emotions, feelings, not with things rational and
tangible.
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Value the Emotional Dimensions in Interactions

From a recent experience I (Charles) have become more aware than
ever of the importance of valuing the emotional dimensions in every
situation. It is generally a good idea to view every interaction we have
with others as emotional encounters, where feelings are present and
run deep. All too often, people step on others, so to speak. They
might not mean to do it but, nonetheless, thats exactly what they do.
A perfect illustration of this occurred when I was one of a group of
volunteers building a playground at a local park. Men, women, and
kids had volunteered their time through various business and service
organizations to construct a play site for their community. One
evening while I stood at my post, handing out tools and supplies as
needed, a man approached me and asked what was going on. This man
had come to the park that evening and found the place alive with building activity. I told him about the project. The man was struck by the
spirit of involvement of those who had volunteered. The idea of giving
ones talents intrigued him. He had skills that he could offer to the
project and he wanted to make them available. He told me that he was a
heavy-equipment operator, with considerable work experience. Who
do I see? he asked. I pointed to one of the project leaders and the man
went over to speak to him. A few minutes later, the man came back my
way, his head low. The buoyant enthusiasm he had when we parted
minutes earlier had evaporated. The man appeared dejected. What
did you find out? I asked him. They dont have any use for me, he
said.
It struck me as terribly inconsiderate of the project leader to
send this potential contributor and helper away in this manner. Instead of making a friend and supporter, he created a potential enemy. At the very least he made a human being feel bad. While
it may have been true that the project did not need a heavyequipment operator, it was also obviously true that it could still use
another person with construction skills and know-how. Maybe this
man had other talents and interests that could be used. By treating the situation in a purely logical way, seeing only the obvious
facts of the situation, the project leader missed the emotional side,
a side that probably mattered more both to the project itself and to
whether those working on it would come to respect or despise the
leader.
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Never Try to Force Others to Feel the Way You Think They
Should Feel
In every shop and office across the country there are plenty of things
about which people will readily disagree. A new piece of equipment is
installed to help boost productivity: some people will feel threatened
while others will welcome it. A change in hiring procedures is ordered
by top management: some people will view it as a blessing, others as
a curse. A new person joins a work group: some of the coworkers
will be supportive while others will be negative. It is always helpful to
remember that along with tangible, observable conditions and events,
there will also be personal responses, emotional reactions. Many times
people will differ in how they feel about things. Some will be positive,
others negative. Consider the situation when a new employee is hired.
One of the coworkers might like this new person who, to her, appears
friendly. The new woman in our department is going to make a big
difference. Shes got such terrific enthusiasm and her experience is impressive. Shes so friendly, the first coworker says. Another coworker
reacts differently, saying, I dont know. I think shes rather pushy; a
real troublemaker, if you ask me. Besides, I heard that she had to leave
her last job because they couldnt stand her.
Whenever people find that their opinions and feelings about something differ from those of others, something curious occurs. Rather
than simply accepting the fact that another person sees or feels differently there is always a tendency to try to change that other persons
opinions and feelings to comport with ones own. This tendency is
frequently the source of disputes and rarely works as it is intended,
to change the other persons mind. In fact, it generally hardens their
position.
Getting along with others requires respecting them as persons,
with minds and emotions of their own. One of the most annoying
things a person can do is to try to manipulate or dictate what another person should feel about something. Whether that something
is a change in a work schedule, the actions of a coworker, a newly
installed computer system, or whatever, everyone will have some type
of emotional reaction to it. Everyone will experience something very
real and very important: an inner feeling, be it a fear, joy, or worry. We
do not choose how we feel. While it is true that we can choose how
we behave in the face of eventsself-control enables us to hold back
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from acting on our anger from time to timeit is also true that we
do not choose to make ourselves feel as we do. Feelings just happen
and there we are, left to deal with them as we choose. It also bears
mentioning that the feelings we have are our own, personal reactions.
We have ours just as others have theirs.
Telling someone how we feel about something is one thing. Telling
another person how he or she ought to feel about it is another matter
entirely. Trying to force another person to feel the way you do about
something inevitably invites conflict. Here is why. As individuals with
minds and feelings of our own, our sense of individuality is threatened when someone tries to tell us how we should feel. It is as though
the person trying to tell us how to feel is saying that our true feelings are of no importance and only those of this other person are.
Likewise, we hate it when others try to convince us that we ought
to feel about something the same way they feel about it. We resent
the person who tries to dominate us and argue us out of what we
think and feel. We value our freedom to have preferences, and we
naturally resent anyone who tries to take away our freedom to be
a fully independent human with likes and dislikes of our own. We
resist them because their conflicting opinions and feelings threaten
our sense of reality. Still, we all have a tendency to make this same
mistake.
You have probably noticed a phenomenon that occurs whenever
a speaker or performer says or does something that evokes a strong
reaction. At these moments many people will turn to the person seated
next to themusually the person they came withand check their
reaction, as if to confirm that they had the same response as they
did. Humans seem to feel better when those close to them feel the
same way about things as they do. It is reassuring. They seem to
connect in a way so as to relive the moment just enjoyed, the joke,
the enjoyable surprise just witnessed. Most likely people tend to do
this because there is something deep within their human nature that
craves for approval and security. We tend to want verification that our
feelings are justified and right and sensible. Perhaps this explains why,
whenever we react to something, we immediately seek out others to
check their reaction against ours. It makes us feel secure when we
know that we are not out of touch with reality and are safely within
the bounds of good judgment. But what does one do when the other
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person has an entirely different reaction? Imagine two people seated

next to each other in a meeting in which upper management announces
that one of a groups coworkers will assume the duties of supervisor.
This person has worked alongside the others and has both pleased and
offended various members of the group. One person says to another,
I think this is a good decision. I like it. Another person, hearing
this comment, responds, This decision will turn out to be a disaster.
They picked the wrong person. An argument ensues that involves
each person restating her opinion, each time more strongly than the
time before. As they try to convince each other of what they believe
to be the correct opinion, they also challenge the other persons right
to hold the feelings and opinions that they do.
Think of it: We hear someone make a controversial remark or do
something we strongly like or dislike. What is our immediate reaction?
It is to either agree or disagree with what the person said or did and
then try to get others nearby to agree with our point of view. But
we dont let it go at that. We are not happy unless everyone around
us agrees with the way we see things, and feels the same way as we
feel about them. And when we learn that others do not, our immediate
reaction is to try to make them think and feel the way we do by arguing
them out of their obviously wrongheaded positions. But this is never
as straightforward and simple as we imagine it will be. Although we
try to get others to go along with our way of thinking, they inevitably
resist. And it seems that the harder we try the harder they resist.
What is occurring here is much like what happens when you walk
outside on a cold winter day, the wind screaming past. The harder the
wind blows against you, the more tightly you pull your coat around
yourself.
Trying to argue another person out of his point of view and feelings
is counterproductive. Telling him he has no right to feel the way he does
causes him to dig in his heels all the deeper, holding his ground. The
best way to change another persons deep-seated opinions or feelings
about an important matter is to simply understand that other person
and let that person know that you do. Trying to use logic and reason
to alter another persons deeply held views and feelings is futile. A
human will change only when that person chooses to change and the
choice to change never arrives when icy winds of disagreement are
blowing in their direction, causing them to hold all the more tightly
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to their convictions. Whenever a person tries to tell another how he

or she ought to feel, that person is also saying more than the obvious.
The manipulator is also saying that the other persons perceptions,
judgments, and logic are all wrong. Who wants to hear that?
Treat Other Peoples Self-Image Respectfully
A man we know named Mike has been a carpenter all his life. His
father and his uncle were both carpenters. And their father, Mikes
grandfather, was a carpenter too. Mike took great pride in telling others
that his grandfather was one of the first carpenters in the area to use an
electric skill saw. As far back as he could remember and while going
out to job sites where his dad worked, Mike knew in his heart that he
wanted some day to build homes. And, as soon as he graduated from
high school, he began working for his father full-time. Now in his midforties, Mike works on his own. In the course of twenty-five years he
has accumulated many experiences and solved practically every kind
of building challenge imaginable. He is experienced and competent,
confident in his knowledge and abilities.
Jobs used to come to Mike regularly but the seasonal nature of the
building and the boom and bust periods of construction sometimes
bring days or weeks of idleness, with little home-building going on.
During one of these turndowns in building activity Mike hired out
to work on a large project, the building of a strip mall. Here he was
not alone in charge of the job, as he was accustomed to being in the
building of individual homes. Instead, on this project, he worked under
the general direction of a construction supervisor. The supervisor was
a twenty-seven-year-old engineer who had risen rapidly in the ranks
of a growing construction company.
One morning during his first week working on the project Mike
spotted what he considered a minor mistake in the plans. Hed read
plans practically all his life and he knew that finding minor errors
in them is not unusual. If one understands basic construction methods and how things are put together, errors in plans are easily spotted and the correct steps are obvious. Mike proceeded with what
he knew to be the conventional way of framing the part of the
building he was constructing. Mikes supervisor, a man named Jack,
came by where Mike was working and looked at the plan. He noticed that Mike was doing something different and called him on it.
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That isnt what the plan calls for, Jack said. Cant you read simple
blueprints?
Yes. I can read prints, said Mike. Ive been reading them long
before you were able to walk.
Look, you, said Jack in a scolding tone. On this job we do
what the plan calls for, not what you feel like doing. I thought you said
that you knew how to build; you bragged about all your experience
when you came for this job. I dont think you know as much as you
think you do.
Mike felt his temper beginning to flare up. You might have a
college degree, but you dont know as much about framing as you
think you do. All you know is what comes out of books. Let me
tell you something, Sonny. If I built the thing here exactly the way
these plans call for, youd end up failing an inspection and have to
rebuild this section. Do you want to lose a week or more re-doing
work that wasnt done right in the first place? Besides, what do
you know? None of your books could solve all the problems Ive
solved in my years of experience. Youre too dumb to spot a simple mistake in these plans; thats something your books never taught
you.
As the conflict escalated, tempers flared. Mike said things that
offended Jacks opinion of himself and Jack returned these insults
to Mike, in kind. And the more one person said to the other person,
the more demeaning, the more threatening the comments became. It
would not be too long, were this conflict to continue, before the two
would be at each others throats, likely exchanging punches. Each
man believes he is competent. Each sees himself as capable. Yet, in
this situation, each man says things that challenge the others selfimage. Here, in epitome, is the nature of interpersonal conflict. As
each man mocks the others self-image, each becomes more defensive,
more hostile, and more aggressive. And, as the cycle continues, the
situation becomes even more heated, the adversaries even more hostile
and unreasonable. Calm and sensible dialog and mutual understanding
become less possible.
If you want to put another person on the defensive, making that
person an instant enemy, heres the formula: Verbally attack that persons self-image. This will usually cause the other person to return fire,
attacking your self-image. From here on its attack and counterattack,
each time with increased intensity.
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Share the Sandbox

One important feature of todays workplace is that most people do not
work independently, but with others. The days of the cobbler working
alone proudly repairing shoes by himself, needing no one, have passed.
Today, work is performed in teams. If we are to be successful in todays
workplaces, we must learn to become productive team memberseach
one of us needs to contribute our share and cooperate with others. In
the modern corporation today, knowing how to cooperate and share
responsibilities and value the ideas and talents and efforts of others is
essential.
How good are we at working alongside others? Just the other day,
while walking through a nearby park, we noticed children playing in a
sandbox. How happy they seemed filling their buckets with sand and
moving it from one spot to another. The mood of fun and the laughter
changed suddenly when a larger child stepped into the sandbox and
began shouting out orders: Give me that. Dont do it that way. Make
the pile over here. The others there ignored the intruder. But that did
not deter the bully from attempting to take control of what went on.
How similar this childs play experience is to what goes on in meetings,
in small groups, and in entire divisions of modern-day organizations.
There is ample evidence to suggest that some adults have difficulty
moving beyond the childish ways they used to get their way when
they were very young. Not long ago at their monthly meeting the
board of trustees of a local church discussed a problem of how to
provide wheelchair access to the churchs meeting hall. One possibility
involved building a ramp. Another method was to install a mechanical
lift. And the last idea was to bring in fill material and regrade the side
yard, making it higher, so that a new sidewalk could be built right up
to the entrance.
One of the trustees, a man named Tim, had considered all three
ideas and had already come to the conclusion that the mechanical lift
was the best solution. Others on the board were not so sure. The other
possible solutions seemed better to them but they wanted to discuss
all three to be sure. Tim announced his preference at the outset of the
meeting and defended it with an air of superiority: The lift is by far the
best way to provide wheelchair access. The other approaches are too
costly and present either aesthetic or water problems to the building.
Another member of the board, a woman named June, thought the
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regrading of the ground on the side of the building sounded like a

better idea. When she brought up this possibility, Tim shot back, You
dont know a thing about how water problems are caused do you,
June? If you build up the side yard, theres no place for the water to
escape. It will seep into the side of the building. Just go out and look
at how the ground around the building slopes. Cant you see it? June
sank back in her chair. Tim felt puffed up by his superior knowledge
and he believed that the other trustees were impressed by his strong
stand. Next, Rod suggested the ramp idea, which caused Tim to strike
out like a cobra. Thats going to look terrible, running all the way out
to the street. Besides, you havent a clue as to how much something
like that will cost.
It doesnt take a genius to spot the person who is unable to share
the sandbox. They act in ways to make themselves appear strong,
decisive, powerfulpersons others dare not challenge or question.
They feel that they have superior knowledge and experience, and that
their ideas and methods are above criticism. Whenever other points of
view are offered or other methods attempted, the person who insists
on taking charge and calling all the shots reacts with belittling sarcasm.
To the person unwilling to share the sandbox, ideas from others are
a threat to the status and power they crave. Whenever different ideas
are suggested this person puts them down.
Learn to Lift Others Up
One of the most remarkable qualities you can develop is the ability
to inspire others to better possibilities. This involves far more than
glad-handing and saying nice things to others, trying to make them
feel good. Instead, it involves doing or saying the right kinds of things
that will awaken something deep within their souls to want to do
new and exciting things. With just the right words of genuine concern
and encouragement, you can help others to blossom out and grow
into better persons and performers. Lifting up others involves both
emotional and intellectual powers; and it is an ability that separates
great leaders from those who think they are leaders. It is not difficult to
spot whether a person possesses such a quality, the ability to uplift and
inspire, by what they say and do to others. We become acutely aware of
the opposite in people any time discouragement and negativity appear.
A woman we know, named Holly, has worked in the fields of public
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information and publicity all her professional career. She is highly

educated and experienced in writing and making news releases for
organizations. Holly is regarded as a highly competent professional at
the University where she has been employed for many years. A delicate
situation arose once. It needed the skills of an experienced newsperson
in how best to release critical information to the public. Holly offered
a thoughtful suggestion. The Universitys president, Jim, didnt like
having an underling offer a suggestion, especially a suggestion that
was unsolicited. He told Holly, You are a doer around here, not a
thinker. The sharp comment not only stunned Holly, but it further
alienated the president from those who worked under himand the
story spread throughout the community, further alienating him from
the rank and file.
We do ourselves a great service and help others enormously at the
same time whenever we are encouraging and helpful. Here is a simple
illustration of what we mean. Ten years ago, and after her daughter
was full grown and on her own, a woman we met named Jane Farris
returned to college where she completed the last three years work
she needed for a degree. Jane had an aptitude for numbers and details
and was interested in legal issues. These interests led her to specialize
in compensation management, which is part of the human resources
function. She had worked for a medium-sized high-tech company
seven years when her boss left for another position. Naturally, Jane
felt that she was the person best prepared to fill her bosss shoes and
she went to the VP of human resources, Hiram Jackson, to tell him of
her interest in the vacant position. Although a bit apprehensive about
talking so bluntly about her credentials and her sincere interest in the
position, Jane was determined to make her case to higher-ups.
Im glad you agreed to see me, Mr. Jackson, she said. Ive
wanted to talk to you about my work and the position that has just
opened up.
Jackson shuffled papers on his desk as Jane spoke. When she finished he gazed across the room as if he were in deep thought. You
know, he said, Im beginning to think that a lot of people are expecting to be selected for this important job. What makes you think you
have the experience and knowledge it requires?
Jane didnt know how to respond. Jacksons words and tone made
her feel uncomfortable. Jane felt that she was imposing on his time and
that he didnt want her to be in his office with him at all. She wanted
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to get up and walk out but she knew that she was the one who had
approached the VP and now she had to follow through with what she
wanted to say. Ive been in this department for seven years now and
weve gone through a lot of growth. There have been many changes
and I have been at the center of them. I think I can continue making
important changes in the future too. I have experience, she said.
You and a lot of other people have experience too, Jane, he said.
How familiar are you with the new legislation being proposed? We
need someone who knows their stuff. We cannot afford to run afoul
of the law. Another thing, how well do you think you can sell our new
procedures to those in the field? You seem to have spent all your time
here in the office and we are going to need a person who can get out
and convince operating managers to follow the procedures weve set
up. What makes you think you can do that? I dont see you as someone
with those skills. You have a reputation for doing so-so work, sitting
at a desk behind a computer, and reading up on the law. I havent seen
anything that would give me confidence in your ability to get others
to go along with what we need to implement.
Wrapped up with ones own role and sense of power and importance, it is not difficult to forget about the other persons feelings. So
intent can one be to show his or her superiority and power, that the
chance to uplift and inspire others is missed. In the interchange between Hiram Jackson and Jane Ferris we first see that Jackson ignored
Jane. He was busy with things that he found more important. What
do you think that said to Jane? Next, he put her on the defensivenot
exactly the best way to open up lines of communication and invite
deeply held aspirations and ambitions to be voiced. Lastly, he challenged Janes basic competence, making her feel that he thinks she is
incapable of doing anything more difficult and challenging than she
does now.
How differently Jane might have come away from that meeting had
Jackson been authentically interested in and supportive of her. Lets
consider what a person in Jacksons position could have done in this
situation to encourage Jane? To begin with, the listener should have
put everything aside and paid strict attention to Jane, giving her his full
attention. This would say to her, I think you are important and I think
what you want to talk about is important. This simple action alone
will open up communication lines. Putting Jane at ease will encourage
her to say things she might not feel safe in saying otherwise. Bear in
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mind, the smartest thing Jackson can do is to find out all he can about
Jane because that will help him make a better-informed decision about
filling the vacant position.
Next, Jackson should have welcomed Jane: Jane, Im glad you
came to talk about this job you are interested in. Tell me something
more about yourself and what changes you have in mind for the department. As she responds, Jackson would do well to listen intently
and smile approvingly. Make the atmosphere warm and sunnythats
the smartest way to stimulate ideas and the free flow of information
as someone opens up to you. Jackson ought not to challenge or argue
with Jane as she speaks. Instead he would do better to pick out the
parts of what she says that interest him and that he approves of and
get her to talk more about those ideas. Remember, the purpose Jackson ought to hold in mind is to hear what Jane has to say, not to get
into an argument with her and not to make her feel small because he
might not think she is the best person for the job. The idea is to get
Jane to feel comfortable and speak about herself, her ideas, and how
she feels about the organization. By treating someone respectfully and
encouragingly, Jackson will learn far more than he would by acting
otherwise. And, when Jane walks out of his office, she will feel she
has been treated nicely, as every human being ought to be treated. He
hasnt promised her the job by treating her well and by acting in an
encouraging way. If he selects someone else, Jane will always feel that
at least she was respected by her boss.
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BREAK THE CHAINS OF

MINDLESS ROUTINE
Exercise Your Imagination, Turn
Failures and Mistakes into Lessons,
Rise Above Mediocrity
Routines are ever present, and it is far easier to accept current practices than to question prevailing views or experiment
with untried approaches.
David A. Garvin
We asked a production supervisor named Don recently, What improvements have you made in the ways you do things at work lately?
He immediately wanted to set us straight about the pressures working
people face every day that get in the way of their creative impulses. It
was clear that Don thought we were nave idealists and clueless as to
why busy people rarely use their imaginations. Our question launched
him into an explanation of how he saw things:
In my line of work you have to stay focused on finishing the job
at hand. Were under lots of pressure here to get things done on time.
I have deadlines to meet. We also have quality standards that must be
met and the only way to make sure that happens is to go by the book.
Id like to try out other methods but they might not work out or they
might take too long to implement, and then where would I be? If you
try out something new and it fails, youre in for a lot of criticism.
Youd never live it down.
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Ive thought of ways to improve how we do things now and then.

This morning, for instance, I had an idea for a faster way of laying out
work. But I quickly put it out of my mind because of the time pressures
were under. Besides it would probably be too complicated to explain
to others. So, I scrapped the idea. I guess everyone thinks of new and
better ways of doing their work from time to time. But you cannot
go around changing things every other day. If you tried that, nothing
would ever get done. No, I dont think its a good idea to try some
fancy, untested method. Besides, I think it is safer to stay with what
you know works. Its just safer that way.
Break Free of Entrenched Ways and Mindless Routine
One of Dons admirable qualities is that hes practical; but, maybe hes
too practical. In his drive to get work done quickly and correctly he
never deviates from established methods. The result is that Don gets
his work done on time, and it is always done right. These are good
qualities. Yet something deep within Don is not right. Hes dissatisfied
with his work. Hes dissatisfied with himself, and hes dissatisfied with
his prospects for an exciting future. We see a good bit of cynicism
coming out of Don. We believe Don secretly feels that he isnt the
fully alive person he could beand hes right. He isnt! But hes not
alone. Look around and youll see millions of others in the world
who are just like Donpeople who work hard but at the end of the
day find themselves unfulfilled. Their minds are trapped by set ways
of seeing things and doing things. They strive for safety and security
above all else. Hidden deep within the hearts of these people, we see
a debilitating worry: What if I fail and others criticize me? Under
time pressures to get work out and pestered by worries about failure
and the embarrassment that might follow, many able men and women
resign themselves to doing things in the same old ways, following tried
and true paths. All the while they try to silence the voice coming from
their imaginations. They say to themselves, Better not to think. Just
do. Yet, all the while they feel something is missingexcitement in
their work.
A pathetic aspect of life today is the astounding numbers of ablebodied men and women who are flat, dull, frozen, bored, cynical. Their
minds appear to be asleep, their zest for living extinguished. While their
plight may not be entirely of their own choosing, it is, nonetheless,
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partly of their own making. Unknowingly and unintentionally they

are allowing themselves to grow stale, tired, bored, unhappy. Despite
the many promptings and challenges coming their way that might excite their imaginations, they continue doing things in the same old
ways. Instead of seeing and implementing new methods, instead of
discovering new truths and possibilities, and instead of creating improvements and implementing them, they conform to past practices.
They follow unchanging routines. Over time their powers of imagination will weaken, their enthusiasm for working will grow dull. It
cannot be denied that we work under tension. Pulling us in one direction is our desire to be alive human beings using our imaginations, our
powers of seeing possibilities for improvement. Yet, at the same time
other forces tug at us to perform. There are deadlines, time clocks, and
established standards that must be met.
The circumstances that lead to mindless routine are widely understood. A piece of work must be done now; a problem has to be
solved right away; an opportunity must be pounced on immediately.
Management gives the assignment to someone. It has a deadline. Little
is done at first because the person is uncertain as to how to proceed.
She fears making a mistake. Tension builds. Shortly, other fears take
root and she secretly worries to herself, What will others think if I
try a different method and it fails? She wonders what to do, how to
proceed so as to hold on to her self-esteem. These worries dominate
her thinking. She tries to figure out a foolproof method but realizes
untested novelty is too risky. In the end she says to herself, I will find
what someone else did that worked in a similar situation and do that. I
will copy what they did. It will probably work out okay. If it doesnt,
I will have an excuse.
Maybe the most distressing aspects of unthinking routine is what
it does to an individuals sense of self and their future possibilities with
each passing year. When you peel away their cynicism and the layers
of face-saving excuses they give for remaining mired in worn-out
practices and not using their imaginations, you discover something
very disturbinghow they feel about themselves: Its too late for
me to be imaginative. I cant keep up with all this change going on
around me. I dont want to be wrong and look foolish. So, I will
stick with what I know. I dont have the luxury of experimenting
with new ideas. They might not say these things in exactly these
ways. Nonetheless, these feelings are present and they tell a storyits
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a dreadful story. They have lost hope and they are growing more
comfortable with the known each passing day. They keep saying
no to their imagination and their desire to stay up to date. But these
people dont have to be this way.
The possibilities for making ongoing change and improvement by
tapping into our creative energies reside within each one of us. We are
meant to be active, creative beings. One way to be your own worst
enemy is to submit to the forces that tie you to dull, established, and
out-of-date practicesroutines and procedures that choke your creative abilities. Another way people become their own worst enemy is
not to look for other avenues for creative expression outside of the
workplace when none exist within it. Many people who are unable
to exercise the full range of their imaginations powers in the workplace derive genuine and lasting satisfaction applying these capabilities
elsewhereoutside of their work. The important thing is that they do
not let their minds corrode.
Consider what you do day to day. Ask yourself what it is that
holds you back from doing a better job. Notice what it is that limits
you or makes you grumpy and bored. No doubt there are to be found
in what you see patterns of mindless routine that dont make a hill of
beans of difference to your effectiveness or provide you with any real
satisfaction. And there is sure to be found, in what you discover by
going through this simple exercise, a handful of problems that youve
been meaning to get around to and fix. But, like that pile of junk youve
been meaning to clear out of your garage for the past few years, there
hasnt been time for you to do it. And if there were any time, something
more important or inviting has likely taken precedence. We all have
the proverbial leaking faucets and squeaky doors where we work.
We put up with these nuisances for just a little bit longer because
we feel too busy with other problems to do anything about them now.
Unproductive routines or effectiveness-cheating nuisances, like house
guests who have worn out their welcome, stay . . . and stay. To break the
chains of these mindless routines we need to face not just the problems
themselves but ourselves as well. Devoting time to them is only half
the battle. The other half is to look for ways to be clever, imaginative,
and creative persons ourselves.
An undeniable aspect of the world in which we live is that people
are busy making changes. New ideas are continually being dreamed
up and applied. Some of these ideas flop. Others produce marginal
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improvements. But some others yield astounding benefits. In hotly

competitive economies, such as ours, the winners are usually those
who are quickest to adopt the latest and most beneficial improvements. These improvements may involve getting better returns from
marketing efforts, squeezing added fuel efficiencies from heating and
air-conditioning systems, or driving down the numbers of defective
parts produced. Whatever the new ideas or advancements might be,
those individuals or organizations that adopt them to their benefit
will usually beat out those who do not, those who remain chained to
obsolete methods.
One effective way to break with entrenched methods and make
improvements is to set specific improvement goals. If you think about
it, you will quickly realize that a host of nagging problems seem to
linger within organizations themselvesthe approval processes for
making changes are too cumbersome, the ways meetings are scheduled and conducted lead to wasted time, the procedures for getting
information passed between production and accounting and the sales
personnel lead to delays and inconsistencies of actions. These sorts
of problems could be attacked and many of them solved reasonably
effectively. What is true for organizations in terms of problems that
need to be solved and opportunities for improvement, is also true for
ourselves, as individuals. If we were totally honest, each one of us
could identify problems in the ways we perform our work. Each of
us could make improvements in ourselves. The idea suggested here is
to set goals in the following four areas: (1) problems to be solved in
your organizational unit; (2) improvements in the ways your organizational unit performs its functions; (3) problems to be solved in your
performance; and (4) improvements you could make in yourself to be
a better performer.
The Challenge to Be Creative
Although our next story occurred long ago, the lesson it teaches is every bit as relevant to us now as it was then. Many years ago there was a
company that designed and manufactured diesel engines for industrial
applications. This company had a problem: its sales were slipping. The
firm was losing contracts to its rivals. Top management responded in
the usual ways by pressuring marketing personnel to make more sales
and production employees to cut costs. The managements response
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was to follow the same simple approach it had always used to boost the
bottom linesell more at a lower price and cut expenses to make up
the difference. Sales personnel responded accordingly. They sharpened
their order-writing pencils and cut very good deals for buyers, accepting orders at rock-bottom pricesmostly from customers who had
special needs and who ordered only a few rather than hundreds of any
particular engine model at a time. To make these special models would
require custom designs. This requirement translated into increased
work for the companys engineers, who were responsible for creating
engine designs for the operating conditions specified by the buyers. It
meant more design requests with less time to complete each one. Additionally, to cut costs and save money on expensive revisions, management pressured designers to come up with ideas that did not have to
be modified or changed once prototype engines were made and tested.
More orders with varied requirements meant more design requests
and added the pressures of having to be right the first time. What did
all these pressures produce? Lackluster designs. Engineers stuck with
the tried and true designs that were not as advanced as those rival firms
were turning out. The reasons for unimaginative designs were clear:
time pressures and the need for engines manufactured from these new
designs to work right the first time they were built. What else could
these engineers do under such pressures but turn to designs that had
worked in the past? They used the same basic ideas that they were
sure would work and that they knew they could complete within the
short time frame given them. But that wasnt the end of the story.
While this firm continued to lose out to its competitors, the engineers
who worked there grew increasingly bored and frustrated with their
jobs and with themselves. They knew that they had creative talents
that were not being used. The engineers felt that their jobs were not
challenging. Worse still, they realized that they were growing obsolete
in their field. The best engineers left for other positions, and eventually
the firm was bought out by a rival.
Many jobs are structured in ways that choke off the possibilities
for creativity. Yielding to time pressures to get work out discourages
original thinking. In many jobs the unspoken message is: We dont
want you to think, We want you to do exactly as you are told. And
we want you to do it quickly, and over and over again. Monotony,
boredom, alienationthese are the results of mindless jobs. What can
a person who is stuck in one of these jobs do about it? How does one
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rise above the mind-deadening routine? How can people exercise their
God-given freedom to create?
Ignite Your Inborn Imagination
Consider civilizations achievementsits architecture, literature,
atomic power, democracy, space travel, prescription drugs, refrigeration, canned soup. These did not come into being by acts of nature
but by acts of human beings. Something independent of the worlds
natural forces is alive and active in our world. It is a possibility that is
born in all of us. It is our capacity to imagine and to act on our own
choosing. Human desire to understand the mysteries of our universe
and the desire to harness their powers for our benefit is the driving
force behind much of the change that goes on in our world. The human qualities that enable people to do thisto follow their curiosity,
to use their imagination, to try to control their environmentare not
things humans gave themselves. These gifts are ours to use if we are
but curious, study hard, think imaginatively, and risk putting them into
concrete forms. Without freedom and imagination, humans would be
condemned to a state of monotonous repetition. We would not be the
creatures we understand ourselves to be. Human nature is inseparable
from creativity. We instinctively seek to impose our will on the natural
order, altering it, adding to it. It calls us to expand ourselves, to use
our originality to defeat unthinking habit. And, in responding to these
calls, we enter higher levels of mental evolution.
If you look deeply enough into yourself, you will find two powerful urges: (1) your curiosity and (2) your desire for self-determination.
Humans are free to choose between being active and being passive.
We can choose whether we will use our powers of wonderment and
curiosity to seek answers to questions or allow our minds to rest and
not to put pressure on them to think. We can be active, thinking individuals or passive observers of our surroundings. Unlike members
of the animal kingdom, we are not limited by the instincts implanted
by nature. It is not the robin but the instinct that nature put in the
robin that guides it to build its nest each spring in the shape it does.
The robin does not create: it yields to natures predetermined and unchanging call. In marked contrast to animals, we have the capacity to
think, to understand, to control our actions, to imagine. We are free
to move beyond our innate urges and instincts. We can be creative.
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This is one of the most fundamental choices humans can make. How
we choose will affect what we ultimately contribute to the world and
what we experience in the way of personal satisfaction.
You dont need to be a nuclear physicist or a literary genius to exercise your creative powers. Just keep your mind active and seek to make
improvements. The woman who develops a method for preparing lowcholesterol Alfredo sauce by substituting chicken broth, strained yogurt, corn starch, and other ingredients for butter and flour and cream,
is being creative. It has been said, and for good reason, that a first-rate
soup reflects more creativity than does a third-rate play. The world of
work offers unlimited opportunities for thoughtful men and women
to use their imaginations, to apply their problem-solving skills, to be
clever, to create. The salesperson who thinks of a different way for attracting customers, the service mechanic who devises better methods
for identifying the causes of malfunctioning equipment, the clerical
person who comes up with new approaches for saving supplies can all
be said to be creativeand so can you.
Free Yourself to Use Your Imagination
If you are serious about wanting to break the dams upstream that prevent useful ideas from flowing downstream, you need to eliminate the
assumptions and habits that choke off creative ideas. The secret of the
creative person is that he defeats the forces that bind him to monotony,
repetition, and mindless conformity. To become more creative you will
need to free your creative abilities and use them. A good place to start
is with your curiosity. Learn to set it free. Welcome opportunities to
be curious and let the urges within you to see more, to know more,
and to understand more, grow freely.
An excellent illustration of a person who pursued his curiosity appeared recently in a Fortune magazine article about a man named Paul
Ewald, a professor at the University of Louisville. He has been at the
forefront of understanding how disease spreads and kills. Professor
Ewalds research has led to a number of startling conclusions, many of
which seem to conflict with conventional wisdom. For one thing, Dr.
Ewald urges more thoughtful uses of antibiotics. Their overuse fosters the rise of antibiotic-resistant bacteria. The more virulent strains
multiply with greater ease and more rapidly after medicines eliminate
their competitors within the body.
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Ewalds unorthodox approach to lessening the spread of resistant bacteria is to administer antibiotics to infected people only long
enough to let their natural immune systems kick in and eliminate the
culprits. The idea is to allow the superior powers of the human bodys
own defense mechanisms to work as they have evolved to work. Over
millions of years, evolution has given human beings superior germfighting powers that resist infectious microorganisms. Should you take
aspirin to lower a fever? Most people do; it makes them feel better. But
Ewalds research suggests it might be better to allow the body to do
its own thingfight off the invading virus naturally. It has long been
known that the elevated fever response to invading viruses has evolved
over the millennia to fight off germs. Studies on reptiles and mammals
suggest that rising body temperaturesa response mechanism that has
evolved in humanslower the risk of death from respiratory infections, because many germs cannot live in the heat. During the cough
and cold season, Ewald conducted a study with his students. Those
who went to bed and stayed there as soon as they felt a cold coming on,
allowing their natural immune systems to give their fullest energies to
fighting germs, recovered within twenty-four hours. Those who kept
going, popping pills along the way, took an average of ten days to beat
their colds.
These and other scientific breakthroughs had their beginning
when, as a graduate student at the University of Washington in 1977,
Paul Ewald came down with a bug. Up until that time he was interested
in studying the social behavior of sparrows. When an intestinal virus
entered his body and gave him a bad case of diarrhea, an interesting set
of questions entered his mind. Lying in his sickbed Ewald wondered,
What is diarrhea good for? I started thinking maybe its a defense
mechanism by the body to get rid of an infectious agent. But in an
argument with myself, I realized that it might be due to a microbe
manipulating my body in order to spread itself. Diarrheais this
condition the strategy tiny microbes use to survive? Do these tiny microbes create diarrhea as a way to find fresh victims to live on through
the contamination of hands, objects, and water supplies? That thought
led Ewald to forget about sparrows and pioneer a branch of medicine
that analyzes disease from the perspective of evolutionary biology. Invigorated by having his own set of questions to sort through, Ewald
began trying to understand infections. Library research led him to
uncover countless studies on infectious microbes, studies that reached
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many conflicting conclusions. By arguing with himself as to the meaning and significance of these many studies, Ewald arrived at his own
set of conclusions. These appeared in a landmark paper he published
in The Journal of Theoretical Biology in 1980. In it he identified a list
of tricks that microbes have evolved to exploit their hosts, as well as
countermeasures hosts have developed to fight back.
Lets summarize the ways in which Professor Ewald reached his
scientific breakthroughs. This overview will give us useful guidelines
for how we might tap our powers of originality.
r He followed his curiosity where it led him. His mind was hospitable
to questions to which he did not yet have answers. In a sense, he had

a childlike open mind to things, shown by his capacity to wonder, his
ability to raise questions about things he did not understand, his being
comfortable with not knowing things, and his yearning to learn more
about themwhich he did.
He was his own man, not a person driven to do what others expected
of him. He explored what he saw as being interesting. Who else would
spend time studying the social behavior of sparrows but someone comfortable with what interests him? He was unconcerned with what others
might think or say.
He went to work on a real problem. It was a question that arose from
a real situation. He did not wall himself off from reality and say to
himself, Im going to make myself a creative person who comes up
with new ideas. In fact he was not concerned about making himself
more creative in the abstract sense. Instead, he went to work on a real
problem to solve. He asked difficult questions and then set about finding
answers to them.
He prepared his mind, filling it with information found in every study
and experiment he could read. To him creative effort involved many
years of learning. He believed that he could, through careful thought
and hard work, arrive at a better understanding of something that he
wanted to know more about. He believed in his abilities.
He did not judge possible explanations too hastily, grabbing hold of
some immediately and rejecting others altogether. Rather, he kept his
mind open to explanations as to how things work, how nature functions.
His inquiring urge overcame his judging urge. He thought long and hard
about how to make ideas into provable conclusions. He was not prone
to give up on possible explanations because they appeared far-fetched
at first glance.
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r He was receptive to insights when they entered his mind, but didnt
stop there. He pushed forward to verify them. He argued with himself

as to whether his speculations were or were not valid. He tested his
hypotheses. He turned crude ideas and incomplete explanations into
provable ideas and complete explanations through rethinking every part
and detail.
Be Hospitable to Your Curiosity

The other day we noticed a class of second-graders on a field trip.
Their teacher and two parents had their hands full trying to keep track
of these energy-filled, busy, curious seven-year-olds. Nothing, as far
as we could tell, escaped their attention. One was examining blades
of grass; another was down on her knees watching an insect move
about in the dirt; two other boys were examining cloud formations
and telling each other what the shapes of these clouds reminded them
ofand they began making up stories. The entire world lay before
these youngsters and they were taking it all in and enjoying all the
varied delights before them.
We wondered why the adults passing by the class appeared so
bored. No doubt the older people who were outdoors that day were
consumed with worries and plans and things like housecleaning, bill
paying, undone errands on their to do list, and work matters. The
contrast between the enthusiasm level of the children and the adults
nearby made us realize something simple, yet terribly important. The
children were perfectly comfortable being who they were, children.
Unlike the adults, who tried to appear knowledgeable and in control,
the children accepted their ignorance but did not rest with it. They were
eager to learn more about their world. They were open to the many
mysteries that lay before them. The lesson we arrived at from what we
observed is that humility allows a person to step into the unknown
and to learn. The creative person humbly admits his ignorance. It is
the childlike quality of curiosity that leads a person to question. And
in trying to find answers to these questions one is led to uncover new
knowledge and find untried solutions and to test them.
In preparing this chapter we examined the biographies of many of
the worlds great creative geniuses. What we found in our research was
actually rather simple. The common thread that runs through all their
lives is the urge to find solutions to problems that challenged them.
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Creators have an uncanny capacity to frame problems in clever ways

and then find answers to them.
Another dimension of creative people is their desire to express
themselves in ways that their sensitivities urge them to do. Ideas have
a way of welling up in these people to the point that they have to
be expressed. And so, as the songwriter walks down a street, tunes
fill his thoughts inexplicably and another inner force urges him to
write them down. A scientist sees phenomena everywhere he looks
and his mind is flooded with questions that evoke more questions
and finally more penetrating insights are born, which he is moved to
express. We hear so often that creativity requires our inner child to
escape. The advice that follows from this is that we ought to become
more like the child we all once were. There is a child within each of
us and that child can be curious and blurt out, as children often do,
whatever it occurs to them to say. It is this very quality of unpretentiousness, of being naive, that enables a person to give free rein
to her freedom to express her ideas freely and be creative because of
it. But we also need to be more adult, more responsible in following
through with all the hard work thats needed to take a rough, unpolished idea and develop it into a proven, well-thought-out and complete
creation.
Be Your Own Person: Express Yourself
Our desire to fit in and receive approval from others frequently conflicts with our willingness to express our individuality and stand out
from the crowd. From early on, most of us are rewarded more for conforming to the expectations of othersour parents, teachers, friends
than we are for our individuality. This is one reason why conformity
takes root in peoples lives early on, when they are in school. This
has both positive and negative consequences. Think about it. For one
thing, we are made to learn things we need to know. Education stresses
intake, retention, and application. To achieve these aims quickly and
uniformly teachers tell students what to think. Learners are rewarded
for listening attentively and remembering. Tests measure how much
the learners recall, how well they remember details and facts, and how
closely they follow prescribed routines. Typically, this is what passes
for education. But what is it thats been learned? It is sterile information, data, theories, factsnot how to think, how to create.
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The negative consequence of conformity-focused education, that

stresses information retention, is that it fails to teach lessons that are
most needed if one is to thrive in a rapidly changing world. This
method of education fails to develop the ability and inclination to think
independently, to be curious, to be creative. Give those youngsters a
problem to solve who have been long exposed to classroom instruction
where teachers tell, and they are lost. They will wait passively with
polite but blank expressions on their faces, expecting their teacher to
tell them what to do and how to do it, step by step. Look into their
hearts and you will find that the deepest fear these youngsters have is
being unable to give the right answer and thus looking bad in the
eyes of others.
Instead of ridding students of the forces and habits that choke off
creativity, we find just the opposite taking place in schools today. If
you wonder why creativity is so rare in many lives, talk to students
particularly older students in colleges and universities. Ask them what
they find most threatening and difficult. They will likely tell you,
courses in which the professor does not tell us the answers, courses
in which assignments are vague and where we have to dig the answers
out for ourselves. Ask them how they think teachers should teach
and they will say, They should just tell us the answers. In effect,
these students are saying that they want to be told what to think and
how to think. In their hearts you will find them asking their teachers,
Dont make me think. Tell me the steps to follow for getting to
the right solution. They have these wants because these students
are more driven to feel good about themselves by doing well in a
safe and predictable environment than they are by their own natural
curiosity, which is being extinguished by the system that is supposedly
educating them. How different these attitudes are from the person with
confidence in his imagination who says, I can do this on my own.
A man named E. Paul Torrance, who was director of the Bureau of
Educational Research at the University of Minnesota, once observed
that society in general is downright savage toward creative thinkers,
especially when they are young. Part of the reason, he said, is that
educational systems must be coercive and emphasize the establishment of behavior norms. But must they also, in performing this useful
function, squelch creativity? In his book, Guiding Creative Talent,
Torrance tells of a fourth grade boy named Tom, who displayed exceptional creative talent. During an arithmetic lesson one day Tom
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questioned one of the rules in the textbook. This irritated the teacher.
So! She said, You think you know more than this book?
Meekly, Tom replied that he didnt know more than the book,
but he wasnt convinced that the rule made sense either. The teacher
then asked the children to solve problems in their workbooks. Tom
solved the problems easily and about as rapidly as he read them. The
other children struggled. This upset the teacher all the more. Surely
she wondered, How did Tom get the correct answers doing the work in
his own way? The teacher could not handle Toms independence any
further. She demanded that he write down all of the steps that he went
through to solve each problem.
Dont Wait Passively for Creative Ideas to Come to You
Wherever we find creativity, we almost always find it was the result
of a person who willingly went to work on a real problem. Thomas
Edison once remarked that Everything comes to him who hustles.
Work. Dont worry. That was Edisons advice. And he proved its usefulness by his own example. But despite Edisons experience and that
of countless others who continue to make breakthroughs, there remains considerable mystery about how creative ideas actually come
to people. When we read the words of people like Giacomo Puccini,
that great operatic composer, who once remarked, The music of this
opera [Madame Butterfly] was dictated to me by God; I was merely
instrumental in putting it on paper and communicating it to the public, what are we to think? Obviously, he and others feel as though
they are merely the instrument through which creative energies are
flowing. While it might have felt this way to Puccini, it is also evident
that Puccini underestimated his own abilities.
One view of creativity is that it is something that comes to us like
snowflakes falling from the sky. From this outlook arises a tendency
to continue on in ones normal activities with little expectation for
creative insights and the comforting belief that if a creative idea is
going to come along, so be it, and if a creative idea is not going to come
along, then so be that. You can be sure of one thing: those who wait for
the perfect idea to pop into their thoughts complete and fully refined
will invariably be disappointed. Creativity does not happen this way.
Those who are creative find that the imaginative breakthroughs are the
product of enormous effort. The smartest thing anyone can do to be
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more creative is to get busy, and make extraordinary efforts to find

answers to difficult problems.
It is far from true to say igniting creativity is like turning on a light
bulb. Creative insights do not generally come whenever a person sits
down and says to herself, Now I am going to create something. Practically all creative ideas come when someone has a nagging problem
how can we get paint to adhere better to metal? How can we eliminate
breakage in our shipments?and then, usually unexpectedly, comes
across a possible solutiona new technology, a different way of framing the problem, a long-neglected or hidden reality. It is when a person
is alert to seeing the possibility that something just might provide a
solution to the nagging problem that creativity is most likely to occur.
Our understanding of the creative process is deepened when we
recognize that creativity is rarely a single event, although thats what
people remember most about it. Many, perhaps most creations arise
when a person puts pressure on his brain to solve a specific problem or
find a way to fulfill a specific need. While it is true that creative ideas
come to people unexpectedly, it is also true that these ideas rarely come
to people who have not put pressure on their minds to work and think.
Many thoughtful people who have studied the creative act are in
general agreement that it involves several aspects. First comes putting
the conscious mind to work. We can think of this as preparation, and
it involves reading, studying, experiencing, facing problems, remembering information that might be useful whenever it is needed. The
second aspect of creativity involves liberating the unconscious mind.
This means making ourselves receptive to solutions. Next comes
trial and error experimentation phase, where ideas are generated, relationships examined, and possible answers or solutions to problems are
examined. Lastly, the possible solutions presented are tested and verified, crude ideas refined, incremental improvements made; and they
may be made again and again.
We put our conscious minds to work when we concentrate on a
specific problem, when we define a problem that needs solving. The
creative process also involves acting on the problem or question by first
studying the situation. An excellent first step is to prepare yourself.
This involves gathering all the knowledge about whatever it is that you
are dealing with. It means mastering your subject.
How does one make himself receptive to creative ideas, seeing them
for what they are, and recognize creative solutions to problems when
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they appear? This involves liberating the unconscious, which is far

more complex and less straightforward than is putting the conscious
mind to work. It involves being optimistic, ever hopeful of an answer,
open to ones experiences, having tolerance for ambiguity, using ones
capacity to shrug off mistakes and not worry excessively about the
opinions of others, exercising the ability to toy with concepts, being
playful with ideas, allowing ones inner-child side to explore and
see new possibilities and to voice them freely. Liberation of the unconscious mind requires a willingness to allow the full powers of the
mind to work in the ways they work best. This process may involve
doing simple things such as giving oneself time so that creative ideas
can be incubated and allowed to grow slowly, as they tend to do. Most
important of all, it involves being able to recognize and welcome the
solutions that flash into our conscious minds.
The incubation part of the creative process is where full powers
of the unconscious work while the conscious mind rests, or goes elsewhere as we engage in different pursuits. One study showed that sleep,
a good night of restful sleep, is one of the best ways for getting the
unconscious to do its work. Other avenues of activity can also help the
unconscious to work its magic. These include reading, travel, going for
a walk, doing things out of the normal routine. Taking a long walk by
oneself is usually very helpful, especially when one is in places that are
quiet and free of distractions.
Illumination, the Eureka! moment, is when the conscious mind
is signaled that a solution has arrived. This is the ah ha! feeling that
occurs when an answer comes into ones consciousness. Frequently
this occurs unexpectedlywhile one is walking, reading, thinking
about something else, seated in the theater or at church, looking at
a waterfall or sunset. In a famous letter to a friend, Wolfgang Amadeus
Mozart explained the excitement and delight he experienced when creative impulses swept through his mind. All this inventing, he wrote,
this producing, takes place in a pleasing lively dream. . . . What has
been produced I do not easily forget, and this is perhaps the best gift
I have my divine Maker to thank for. From great scientists, artists,
inventors, writers, we hear these same feelings expressed about the
creative experience. They report a feeling of something from beyond
themselves entering through them and taking form. Perhaps it is because this intensely uplifting and exhilarating feeling so dominates
our beings that we are left with the false conclusion that some power
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beyond ourselves gave us the creative gift. It would be more accurate

to think, however, that the gift of creativity is not any creative idea as
such but is ourselves as beings with the capacity to be creative. It is up
to us to choose to do so and that involves hard work.
Prepare Your Mind
The more varied your experiences are, the greater the likelihood becomes for creative sparks to ignite in your mind. Knowledge is the
raw material of creativity. It has to be gathered, refined, digested, and
organized. The more one knows and understands, the better become
his chances to create, provided he willingly accepts challenges, goes
to work on problems to solve, and keeps his mind free to think. The
person who browses, reads, and engages in discussions that extend his
understanding, particularly in ever-widening spheres, is more likely to
create than the person who does not. Systematic study of the specific
subject area in which a problem lies is a good first step to finding a
creative solution to it. The more one masters her craft, the more she
learns, understands and widens her horizons, the greater become her
chances for arriving at a creative idea.
As a person goes through life reading, observing, learning through
experiences, lessons and ideas begin to accumulate. Like a body of
water dammed up, these ideas, lessons, and insights are stored in the
memory. There they move about, each having the potential to encounter another and spawn further lessons, insights, ideas. Then one
day, as this person wrestles with a problem or tries to compose a work
of art, the flow of creative thoughts begins. Out they flow, as if the
dam that had held them in place had been breached. They rush into
this persons conscious mind and seem to be coming from powers far
beyond and greater than this person believes her capabilities to be. Yet
these ideas were there all along, stored away until a problem or creative
challenge presented itself and needed expression.
Accept the Risks of Making Mistakes
Our safety-mindedness can be a good or a bad thing, depending on how
we evaluate the situation. All too frequently our safety-mindedness
cautions us against entertaining strange possibilities where its not our
life and health that could be in danger but our ego and self-esteem.
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Fear of criticism causes ordinary people to do whatever it takes to

spare themselves from looking foolish. Their worries go something
like this: Ought I to risk trying some new idea that might not work?
Do I dare suggest an off-the-cuff idea in front of others, who might
laugh at me? Do I dare make a mistake in front of others? You
have probably noticed how risk-avoiders operate: they skirt around
anything that has a possibility of failure associated with it. They settle
into routines devoid of novelty and challenge, they gravitate to the
safe and easy. They engage in mind-numbing routines. They try to act
smart and all-knowing. But, when they do speak, we find that their
minds are capable of hatching little more than boring commentary.
If you want to be more creative here is a challenge youll need to
meet: swallow your fears, rise above your hesitations, and bravely go
into battle with the unknown. The only result you can count on is
that you will make mistakes. Youll have to make one mistake after
another until a breakthrough comes and your raw idea is perfected
into something useful and proves successful. Bob Halgrim, who began
assisting Thomas A. Edison as a high school student in 1925, told the
Smithsonian Magazine that working for Edison was a higher education
in itself. Halgrin said that Edison was a common man with a lot of
curiosity. Once the inventor told him, Ive made more mistakes than
anyone who ever lived, but I wouldnt have done half as much if I
hadnt made those mistakes.
Dont Be Made Uncreative by Your Judging Urge
No doubt at one time or another you have been in a meeting where
someone suggested something and no sooner had the words left this
persons lips than another person in the meeting voiced objections
to it. The critic appears to know immediately why the idea is no
good, why the suggestion cannot possibly work. Most of us have developed reflexes such as these that cripple creative ideas before they
ever grow legs. Skepticism is sometimes useful; it can remove from
further consideration wrongheaded suggestions. But more often than
not, negative responses to ideas choke off possibilities that might grow
into useful and productive breakthroughs. Creativity requires positive,
open-minded attitudes, not negative, cynical ones. Whereas a negative
person will examine an idea and think to herself, How can I poke
holes in this? a positive person will greet that same idea as a source
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of possibilities and then go to work on adding to it, modifying it,

imagining other variations it might take. If we ever want to be creative we need to develop our possibilities urges and discourage our
judgmental urges.
If you intend to make positive contributions to your organization,
be positive yourself. Its always a good rule in life to remember that
negative reactions often have a devastating effect, particularly on those
who have not developed their creative abilities. Also, keep in mind
that whatever the proposed idea is someone can always show it to
be wrong, unworkable, illogical. Clearly it is easier for people to find
fault with something than it is for them to find the seeds of useful
possibilities within it. A sad reality is that most of us have become
highly sophisticated at being judgmental, while we are woefully lacking
in taking raw ideas and distilling out of them valuable benefits. What
lies behind our tendency to be more judgmental than the possibility
developers? One reason we develop in this way is that we feel that
we move up or down the scale of other peoples opinions of us by
what we appear to know. But the only way we know how to do this
is to find fault with things and cynically proclaim the defects we see
in others and their ideas. Of course there are weaknesses and faults
to be foundthey exist in everything and everyone. Another reason
for our judgmental tendencies is that we are more politically oriented
than we are results-oriented. By this we mean that we seem to be more
concerned with advancing ourselves and our own points of view than
we are with achieving beneficial results. We tend to be more concerned
with who wins and who receives credit than we are with contributing
to progress. Because we act in these ways, we severely limit our creative
possibilities. The simple truth is that those who have excessive faith
in their own ideas and who rigidly guard them are unfitted to make
discoveries.
All Good Ideas Need Polishing
Most creative ideas come into our mind much like a newborn moose
enters the world, ugly, gangling, scarcely able to stand up on its own
legs. We can barely see them even when we know what to look for
and try hard to find them. They are just too ugly and unrefined to
be noticed for what they are. Like seeds tossed upon bare ground,
most creative ideas never get the benefit of fertile conditions where
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they can sprout and grow. Instead, they are blown away and left to
dry and wither. It is vitally important that new ideas receive attention
just after they appear if ever they are to develop a life of their own. It
is after the birth moment that the work of creativity needs the most
careful workreshaping and polishing the untested rough thoughts
and reorganizing them, making them into something that can stand up
on its own.
Hearing creative geniuses like Sir Isaac Newton, who suddenly
glimpsed a theory of gravity from observing an apple drop from a
tree, we blithely conclude that their creative ideas simply came to
them from above, like a falling apple. But Newton was accustomed
to thinking about what he observed. He was gifted at asking himself
relevant questions that led him to penetrate some of natures deepest
mysteries: Was the apple being attracted to earth? Or could the earth
have been attracted to the apple? Or, maybe, each object was attracting
the other. Newtons real contribution to civilization, his mathematical
explanation of the gravity phenomenon, was developed by him later
after many hours of mental work.
Behind every creative breakthrough there always stands a person
or persons who willingly experimented. This is why its smart to make
yourself into a person who gladly and optimistically tries out one possibility after another, sorting out the workable from the unworkable,
the useful from the vast sea of the useless. Your creative possibilities
will be enriched whenever you work diligently and continue to say to
yourself, This isnt good enough. I can make it better. When you do
this, youll become someone who will face failed attempts but who also
learns from them and slowly refines raw ideas into useable solutions.
Youll grow and develop more confidence because of your increasing
competence. Optimism and improvement-mindedness are important
aspects of creativity because many creative ideas are hatched while
someone is experimenting and exploring for new possibilities. Many
creative breakthroughs have arisen because someone was authentically
interested in finding out more about something or was trying to make
improvements to something that already worked. It wasnt the rewards that drove these people so much as it was their genuine interest
in something they were trying to understand or perfect.
Creativity is not alone a process of accepting great ideas but more
a process of developing ordinary ideas into great ideas. Scientific
breakthroughs and advancements are not solely the product of keen
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insightthat is merely a beginning pointbut the result of painstaking and backbreaking toil. Insight and imagination are gifts we receive
from our subconscious minds. Its up to us then to turn these flashes
of insight into concrete advancements through steady effort. But there
will always be setbacks and failures along the way. Those who are
highly creative see these setbacks and disappointments as valuable
lessons to build upon. As Edison was once reported to have remarked,
I have discovered a thousand ways not to make a light bulb.
Consider also what else occurs through this repeated process of
perfecting. An artist tries to create a certain mood in a painting and the
first several tries fail to capture the intended emotions. But each time
the artist comes up short of his aim, another spark of creativity ignites,
new ideas enter his mind, different ways of accomplishing his purpose present themselves. As if by magical forces, different approaches
mysteriously appear. Think of trick birthday cake candles that reignite
after the celebrant blows them out. This is much like what happens
in the mind of the artist whose spark of imagination turns to a flame
again after each failure leading him to try another approach. The artist
is challenged but does not retreat in defeat. The failures lead the artist
to create many possible solutions that would otherwise have been
unimaginable. The artist meets failure, but the result is not discouragement and hostility but a renewed sense of creative adventure. By the
flow of creative solutions that keep coming into her mind, the artist
knows her inner voice is saying to her, Keep trying. Keep learning
from your failures. Dont give up. Risk making mistakes and accept
the consequences of trying. And, above all, press on.
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BECOME AN EFFECTIVE LEARNER

AND CONTINUE LEARNING
Be Curious, Reect on Your Observations,
Expose Your Mind to New Ideas
Being ignorant is not so much a shame as being unwilling
to learn.
Benjamin Franklin
One of our students, a man named Bill who was taking the last course
for his MBA degree when we knew him, demonstrated a valuable inner
strength, the ability to learn from on-the-job experiences. Bill worked
for the Richardson Baking Company of Indiana. After eight years
experience, he had worked his way up to the position of director of
operations. Company sales came from products that relied on two
different types of production. The first was fairly simple and had
been performed many times in the same ways over many decades.
The second type was highly automated, high volume, and precise in
nature. Outside consultants engineered the second type of production
process. They prepared specific procedures that were to be followed
exactly as specified. These procedures were spelled out in a manual
and followed closely by members of Bills department. Bills success
with running established production lines for eight years problem-free
gave him the false impression that his firm could produce anything it
wanted to with relative ease. He felt that all that his firm needed to do
to earn more would be to get more business and bake more products.
As long as they kept following the specified procedures, Bill thought
theyd be successful.
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An opportunity to expand operations arose one day, and Bills

company jumped at it. But the change proved Bill wrong about what he
had come to believe. When Richardson Baking contracted to produce
a newly developed cracker for the retail market, Bill thought that all
he and his employees would need to do would be to follow the specified procedures. The first batches of crackers were a colossal failure.
Part of the difficulty stemmed from the fact that the cracker was very
thin, which made it difficult to handle without breaking. This problem
made it impossible for line employees to package the cracker in the
customary way. Another source of the problem was the specifications
themselves. Following them precisely proved more difficult than anticipated. This meant that Bill and those in his department had a constant
struggle to follow complex procedures. For months low production
levels, low yields, mediocre quality, and frequent equipment breakdowns plagued Bills department. If they wanted to achieve profitability with the cracker-baking contract, Bill and his employees would
have to learn new ways of baking, handling, and packaging the product.
To his credit, Bill is no quitter. He is not one to be easily discouraged. With failure staring him in the face, he turned to his best and most
experienced people for help. Together, they committed themselves to
making the new product successful. They tackled the production difficulties one at a time, learning from their mistakes and intermittent
successes. Gradually, as they went along, they learned. Working round
the clock, Bills people noticed every good thing and every bad thing
that happened as they tried different ways of making the crackers.
As they worked, they asked themselves questions as to what was behind things going right and things going wrong. They tried some things
that worked, which was good. But it wasnt always good enough to
suit them, so they then asked themselves, How can we make it work
even better? In time they got the cracker-baking line up and running.
Everyone contributed something to the effortif not a winning suggestion, at least support, enthusiasm, and good questions. Their minds
challenged by real problems, the baking unit responded with real solutions which they tried out and revised as needed. Trial and error was
the order of the day; no one got scolded for making mistakesthese
would be turned into valuable lessons to be catalogued and used to
guide future actions. The team worked diligently and intelligently. Because they worked so hard, they learned. And what they learned, they
implemented. Eventually they mastered how to bake these delicate
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crackers. Through their learning they turned a losing proposition into

a profitable one.
Learning: A Natural Activity of Humans, an Essential
Element in Our Work
If you would like to know what enables certain people to move ahead
and do well with new challenges, take a look at their superior ability
to learn. Whether we are concerned with earning a living or just with
living our lives, learning is one of the main keys to our success and
satisfaction. We learn throughout our lives. Some of us learn more than
others and some of us are better learners than others. But we all learn.
Just as there are all kinds of things one can learn, there are also all kinds
of ways in which humans learn. Perhaps many of the ways in which
we are different can be explained in part by what we have learned and
by the ways in which we have learned what we know how to do.
Think of all the things one needs to know in order to perform work
effectively: how to carry out each activity, how to get the information
needed to perform tasks well, how to get along with othersthere
are so many things one needs to know how to do. But other things
we need to learn are not easily apparent. New processes require new
procedures. These in turn require new learning. New products are
constantly coming out, not to mention the servicing procedures for
themall of which require learning. Technology changes and we need
to keep up to date. There are always new people to work with, changes
in our organizations structure, different competitors invading our
firms territoriesall these demand that we keep learning. If you expect
to move ahead, into better paying, more demanding positions, youll
need to learn.
Clearly, learning involves more than just memorizing of facts and
information. It involves developing the imagination and strengthening
the will as well. Humans are capable of taking in abstract concepts,
ideas, and applying them to particular circumstances that might never
have been imagined before. We want to melt the right amount of paraffin to seal the glass containers in which we plan to store our homemade
jam. How much paraffin do we need? Its simple. We measure the diameter of the jars and use formulas from geometry to compute the
exact volume. Learning how to solve novel problems using abstract
concepts is a far more complex phenomenon than mere conditioning.
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It involves the use of ones imagination to see possibilities for the use of
ideas and the application of ones will to choose to apply them. Whats
more astounding about the ability humans have to learn is their capacity to learn from their own experiences and to create ideas that explain
events. In other words, this is the ability each person possesses to create theories about how the world operates and to form explanations
of cause and effect relationships.
Ideas, information, and experiencesthese are taken in by humans
in varying degrees, depending on the nature of their perceptivity. What
one perceives has the potential to affect that person. The extent of
that affect will be determined by several things: (1) what other ideas
or information the person can recall; (2) the nature of the persons
imagination; and (3) the persons will to think and apply effort in
creative and useful ways. Unfortunately and all too often, humans
have developed self-limiting beliefs, attitudes, and habit patterns that
choke off further learning and lead their minds and hearts down paths
of rigidity and stagnation. They are mired in ruts of sameness. One
of the main purposes of this chapter is to identify those self-limiting
attitudes, beliefs, and habits that curtail our thirst for learning and
prevent us from developing our minds and skills to their fullest.
What to Do When Learning a New Skill
Imagine yourself as a beginner. It might be that you are new to a job
and need to learn how to operate a piece of machinery or make sales
calls. It might be that you are starting out in an entry-level position that
involves multiple tasks, not repetitive ones such as those performed by
people working on an assembly line. Or it might be that what you are
is a beginner at something outside of work, like golf. It really doesnt
matter what it is that you are learning to do for the first time. The
essential steps and conditions for effective learning are much the same.
And the steps for teaching beginners tend to follow the same general
principles. Lets consider what these steps are and what learners can
do for themselves to speed up their learning.
Acknowledge What You Know and What You Dont Know. Any novice
is wise to acknowledge at the outset what she knows and does not
know, what she is able to do well and what she is not able to do as
well. An effective trainer will want to build on what the learner already
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knows and not waste time or destroy enthusiasm by going over what is
already mastered. Even if you do know the basics, it is generally helpful
to review them. It is always possible that you may have forgotten an
important element or that what you think you know is actually dead
wrong.
In this stage of the learning process an astute instructor will ask
questions that require more than simple yes or no responses.
Questions like, Do you know how to operate this kind of machine?
or Can you cause a golf ball to go in the direction you want it
to go? may yield misleading information to instructors. Wanting to
appear smart and unwilling to admit to deficiencies, many people will
answer these sorts of questions in the affirmative. To get around these
difficulties an astute instructor will find out what you know by asking
open-ended questions such as, Tell me how this machine works;
explain what the controls on it do and how one should use them.
Better still, the instructor can get an even more accurate understanding
of where the learner is by asking that learner to demonstrate how
to hit a golf ball or operate a machine, or perform whatever it is
that the person is supposed to learn. It is useful for the instructor to
understand what a learners knowledge and ability levels are right away.
Learners will help themselves greatly if they are totally honest with
their instructor as to what they know and understand. As humans, we
all want to feel good about ourselves but this causes many of us to
tend to have an inflated estimation of our level of understanding and
abilities. We make ourselves our own worst enemy whenever we do
this.
Overcome Fears. Every good teacher knows that learning moves ahead
faster and on a surer footing when the right kind of encouragement is
provided to nervous learners. Fear of failure and self-doubts are everpresent obstacles and the more directly they are faced for what they
are, the better the chances are that they will be dealt with effectively.
Anyone who has begun a new job, just like every small child going off
to school for the first time, knows the tensions that are felt when facing
the unknown. The unknown can be daunting: Will I do okay? Will
I fit in? Will others, especially the higher-ups in positions of power
and authority, like me? Will I succeed? These are normal concerns
and it is always best to admit their existence. No matter whether one
is beginning at the bottom of an organization or starting out day one
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as the president of the United Sates, these same kinds of questions

and worries are present. We are but human and we all wonder quietly,
sometimes secretly, Will I do okay?
It is extremely important for both instructors and learners to
face up to the fear that accompanies entry into the unknown. Left
unchecked, fears can quickly turn into anxieties. Fear is something
you know about: you can identify its source. You generally have a
fair idea as to how to deal with a specific fear. Anxiety is fear plus
confusion. Now you havent a clue as to what to do in the face of
your fear, making you like the proverbial deer caught in the headlights
of a fast-moving automobile. It freezes in place, unable to run. How
can one escape the paralyzing grip of anxiety? That was the question a
group of researchers asked themselves many years ago as they studied
how best to handle new hires at Texas Instruments. What they found
and later reported in an article appearing in the Harvard Business Review was that immediate supervisors could help new employees learn
faster and make fewer mistakes by reducing their level of anxiety.
The experimenters did four things to reduce anxiety. (1) They told
trainees that their opportunity to succeed was very good, that they all
had what it took to learn how to perform the tasks satisfactorily; (2)
they told trainees to disregard hall talk, the hazing rumors spread about
by veteran employees. One rumor the veterans used on newcomers
was that over half of all new employees are fired for poor performance,
something that led directly to high levels of anxiety; (3) they urged
trainees to talk to their supervisor, to ask questions. Supervisors realize
that new employees need constant instruction and learning technical
terminology takes time; and (4) they told trainees, Get to know your
supervisor. This step made supervisors seem less threatening, more
helpers than judgers of performance.
These four measures produced astounding results. As anxiety levels went down, learning went up. Here are the specific outcomes: (1)
Training time was shortened by one half; (2) training costs were lowered to one third their previous levels; (3) absenteeism and tardiness
dropped to one half of the previous normal; (4) waste and rejects were
reduced to one fifth their previous levels; and (5) training costs overall
were cut by as much as 1530 percent.
Individuals themselves can place several useful thoughts into their
minds to overcome their fears of failure and reduce anxiety. Practically
every automobile driver can remember the fear associated with the
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driving test they had to take to get their first drivers license. The list
of worries was long: Will I pass the test? Am I going to make
too many mistakes? Will they flunk me for being unable to parallel
park? Will I forget some obscure traffic law and fail because I broke a
law? Will the test-giver be too tough on me and make me nervous?
It is always good advice to face fears of failing and similar worries
head-on. Go ahead, admit your fears when you experience them. Once
they have had their say, you can get on with whats important, the
learning. Lets say that you are worried about whether you can pass
a drivers test. You might fear that you will fail. To deal with fears
like this one say to yourself, If all the people I see driving cars today
were able to pass this test, why shouldnt I be able to pass it too?
Realizing that others who have succeeded are not any smarter or better
than you are will frequently give you the reassurance needed that you
too can succeed. Another useful way to reduce fear and anxiety is to
review your previous accomplishments and recognize that you have
done reasonably well with other challenges. You might try saying to
yourself, This challenge is not all that different from other things
that I have already succeeded at. It is easy to make yourself your
own worst enemy by dwelling on fears and letting them overwhelm
you. Many a fine performer has suffered the embarrassment of giving
a terrible performance because they gave in to their worries, allowing
them to grow uncontrollably large.
Follow the Prescribed Steps Carefully. Now lets consider the things
that spell the difference between performing a new skill reasonably
well early on and failing repeatedly at performing it effectively. In the
next stage of the learning process, instructors will show and explain
the steps to be followed. What should you do during this phase? We
have four suggestions: (1) Pay close attention to what the instructor
shows you and tells you. This is no time to let your mind wander or
drift off. Notice the details and catalog all the steps and suggestions in
your memory. It may sound trivial and oversimplified to say this, but
the main factor in learning is, simply, paying attention. So, focus on
what is being taught. (2) Ask questions. Too many people are afraid
to ask questions because they want to avoid being seen as ignorant or
dumb. This is always a huge mistake. Of course learners dont know
whats being taught. Thats precisely why they are receiving instruction. Good instructors are never bothered by good, sincere questions.
What bothers them are learners who dont care. Actually instructors
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find questions helpful, because they provide strong indicators that you
want to learn. Moreover, your questions are also helpful reminders to
your instructor of things that need emphasis. Your questions also
provide check points as to where you are in your understanding. Be
assured that if you have a question, chances are excellent that others
around you have the same question in their minds too. (3) Try to understand the thinking behind what you are doing. Sure, there are steps
but what is the larger pattern behind them? Knowing why you are
supposed to do certain things in prescribed ways is generally more
important than knowing how to do these things. (4) Do what the instructor advises. This is not the time to think you are the expertjust
get with the program.
Application, Putting Ideas into Action. The next step in the learning
process involves doing. The sooner this step begins, the more exciting
and motivating it will be for the learner. We once heard about a basketball coach who lectured a group of nine-year-old boys on the rules of
the game for nearly an hour before getting down to playing on the first
day of a basketball camp. We can easily imagine the frustration felt by
those youngsters and how little of the instructors lecture ever stuck
in their minds. In the doing phase of the learning process the learner
swings the golf club, takes hold of the boats tiller and steers, grasps the
wheel of the automobile and presses down on the accelerator pedal. If
the instructor is nearby, this is a good time to demonstrate each step as
you perform it. In doing anythingparticularly for the first timeit
is generally a good idea to be mindful of established rules. I (Charles)
recall once when I was a freshman in high school. We were about to
take our first algebra test and I was nervous. I wrote Remember the
Rules atop my test paper. When the teacher returned my test the
following week, I found that my teacher had circled this reminder to
myself and had added a line: Good advice! Be guided by the rules.
Thats why theyre called rulesbecause they work.
Naturally, everyone hopes to do well the first time out. This is
understandable and healthy. But weve noticed an emotional difficulty
that people have in the doing phase of learning, and it always causes
them trouble. This difficulty begins with impatience. Impatience with
ones self can be a good thing but only up to a point. This is because
impatience with ones self in the face of a less than satisfactory performance frequently leads to anger. And when anger takes over, learning
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gets stuck in its tracks. Anger clouds ones judgment and concentration. It causes people to focus on the wrong things. Many things that
people try to learn are hard to learn. We suggest you face this fact for
what it is, a cold reality of life. Al Unser, Jr., two-time winner of the
Indianapolis 500 race, put the matter this way. When an interviewer
asked him about the difficulty of driving a race car, Unser said, Of
course, it is hard to drive a race car. If it were easy, everybody would
be doing it.
Learn from Your Failures. We once observed young men in a college physical education class learning how to hit golf balls cleanly and
straight. They were not having the success that they wanted. As they
swung at their targets, some of their golf balls toppled off the tees and
rolled a few short feet; other balls they struck veered off in directions
these boys didnt intend for them to go. This made them mad. They
swore at their clubs, their golf balls, themselves. And the more they
swung and the more they missed their targets, the more they swore.
Frustration and anger can hold anyone back from learning. Too many
people have been ruined by well-meaning parents and teachers too
eager to make them feel good about themselves. In trying to boost
the self-esteem of youngsters, these adults have created the false impression that learning comes quickly and easily and that there is no
such thing as failure, especially for them. But there is something called
failure and it is very real. We are always better off when we dont view
it as our enemy. The smart thing to do when it comes is to see it as a
special kind of teacher. Your failures might be the most effective helper
you can have. Indeed, if you ever find that even a hint of failure is completely absent when you are learning, be suspicious. Chances are good
that you are either being deceived or are oblivious to shortcomings
that are surely present. The person who admits to ignorance or to a
lack of a skill takes the first step in learning.
One effective way for a person to meet failure head-on and make
the most of it is to recognize a phenomenon called the learning curve.
The idea behind the learning curve is easily illustrated by considering
the relationship between the performance of a task and the accumulated
experience of the person performing that task. Imagine the task of ironing a shirt. The first time a person irons a shirt it will take maybe fifteen
to twenty minutes to get the job done well. Now fast forward several
weeks and suppose this person has ironed a hundred shirts. Something
happens to this person by way of the accumulated experiences of
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ironing. Speed increases because the person knows better how to handle the iron and learns better ways of performing the task. With this
accumulated experience, it now takes the person maybe twelve minutes to iron a shirt. Move ahead in time and, with the added experience
of a hundred more shirt ironings, the person performing the tasks has
really got it down. The time is reduced now to maybe eight minutes.
Also, the person does a better quality job because of the accumulated
experience. Understand the relationship between experience and performance. Practice, as the saying goes, makes perfect. People who
understand these realities are better able to bear the disappointment of
early failures than those who do not. Take heart in the knowledge that
improvement comes with more practice and experience.
Another self-limiting tendency is defensiveness. A persons ego is
always subject to threat in the face of failure, when he or she is not
succeeding in learning a skill. It is at this point that knowledgeable
instructors will show learners what the learner is doing wrong. Here
again, pride and defensiveness can get in the way of good learning.
One of our friends, named Phil, is a dog lover. He has had dogs all his
adult life and likes to take them to obedience training classes where
he learns from top-notch trainers how to train and discipline dogs.
Phil told us about a time when the instructor corrected one of the
other dog owners in the training class as to how to get his dog to
do something that it wasnt doing. This owner had his own ideas
about training his dog and wouldnt listen to the advice given by the
expert. My dog is different, the owner said. Your suggestion wont
work with him. The instructor shrugged her shoulders and tuned her
attention to others in the class who were eager to learn what she had
to teach them. When she corrected Phil on how to get his dog to do
what he wanted, Phil listened and applied the instructors advice. It
worked. Phil was happy and his dog seemed happy too. The message
here is clear: You cannot learn when you refuse to accept advice from
someone who knows what she is talking about. So, dont let pride and
defensiveness make you deaf to sound advice.
Learning New Job Duties
One of the most perplexing challenges that people confront in the
workplace is change. Change is all around us, everywhere we look
and it is taking place all the time. As organizations change methods
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of operating to remain competitive, or move into new technologies,

or begin making and marketing new products, change is the order
of the day. New modes of operating, different forms of organization,
new responsibilities, and varied working relationshipsthese are but
some of the kinds of ways change can arrive. Change can also present
itself whenever a person moves into a new position; adjusting to the
demands and rigors of entirely different responsibilities is never easy.
What many people fail to take into consideration is that change brings
with it the need for learning. But frequently there is no one to teach the
new ways of thinking, the new skills sets, the new priorities that the
change demands. This is why each of us will do well to make learning
identifying what to learn and then learning ita self-imposed responsibility. The person who makes herself an effective learner will do far
better than the person who does not.
Consider the story of a man named Ronald, a diesel mechanic.
Ronalds experience began over twenty years ago in Minnesota, where
he learned his trade. Later, he and his wife moved west, where he took a
position as a mechanic with a large construction company. He quickly
became known as the expert to go to for help with difficult problems.
Seeing his ability and the way younger mechanics looked up to him,
management decided to promote Ronald to a supervisory position.
In this capacity he was responsible for scheduling work, supervising
mechanics, training them, and evaluating their performance. It was a
job that required the skills of communication, human relations, organization, motivatingand there was paperwork too, which Ronald
hated.
Ronald tried his best to comply with his bosss suggestions for how
to organize and supervise those under him. He spent considerable time
in an office. He didnt much care for the paperwork and planning. It
was not long before Ronald could be found back on the shop floor,
doing repair work himself. When his boss questioned Ronald about
spending too much time doing the work instead of training and supervising others, his answer was always the same: This is an especially
difficult repair job and Im the only one who knows how to handle it.
There are literally tens of thousands of people like Ronald to be
found in workplaces. These are the people who have been promoted
into positions of supervision but who cannot seem to make the adjustment from doing to supervising. They have derived security and
satisfaction from being good at hands-on tasks for so many years that
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they have developed deeply ingrained self-images as being first-rate

doers, which they are. Learning new responsibilities that demand different talents and skills for these people is difficult. This fact reveals
a larger issue that needs to be understood for what it is, namely, that
learning to perform complex functions also involves changing ones
habits, perceptions, and attitudes. Humans are complicated creatures
and not mechanical objects that can be adjusted or programmed to
do different things merely by giving them information. They are social, emotional beings who have hearts and minds and imaginations.
Learning therefore is best seen as an emotional experience and it is especially threatening and challenging to learners when their self-image,
their pride, their habit patterns, their attitudes, and their beliefs and
assumptions are challenged.
People will experience adjustment difficulties whenever they are
promoted or transferred to different jobs, chiefly because different
jobs require different skills, different habit patterns, and different priorities for using time. Understanding what one is supposed to do is
one thing. Adjusting to different demands and performing different
functions effectively is something else altogether. To make the needed
adjustments and learn the new skills it is helpful to have the right
sorts of inclinations and motivations. A person will not, for instance,
suddenly become an effective communicator, or become a respectful
and supportive team player, or become willing to put in long hours
of painstaking attention to details, unless that person holds attitudes
that are consistent with behaviors that are needed for effective performance in the different position. Whats more, no matter how sound
or useful these new behaviors and methods of performing work may
seem, people simply will not be willing or able to follow new practices
until they have learned about them, understood them, accepted them,
and learned how to apply them.
Attitudes are not the cause of habits so much as they are the result
of habitsthats what Harvard University philosopher William James
concluded nearly a century ago. There is ample evidence to support his
observation: the best way to alter ones attitudes is to first change ones
habits, ones behaviors. We will take up the matter of self-discipline in
a later chapter and revisit this idea in greater depth. But for now, let us
simply recognize that attitudes matter and that when one learns about
the different skills required for different assignments, it is essential to
try to develop the right sorts of attitudes as one learns how to perform
new skills.
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Develop the Ability to Learn On Your Own

At the lowest levels of any organization, direction and guidance from
ones immediate supervisor are the norm. But as a person settles into
the day-to-day routine and shows the ability to carry out normally
assigned tasks, the closeness of supervision lessens. At higher levels one
is expected to act more independently. Bosses assign responsibilities
and set goals and expect those responsible to figure out on their own
how to accomplish the designated tasks. In todays fast-changing work
environment, many assignments that individuals are asked to perform
are unique. This makes it important for those who are assigned work
to figure things out for themselves, to learn what needs to be done and
find acceptable ways of doing it.
One of the most annoying and time-wasting things bosses encounter is the employee who constantly asks for precise directions as
to how to carry out a piece of work. Young people sometimes make
the mistake of demanding too much directionthey are really asking
their boss to do their work for them. We once heard about a former
student who created a very bad impression of herself in the mind of
her boss by falling into this kind of behavior pattern.
Karla graduated with honors in accounting. We recall how pleased
she was with herself when she accepted an offer from one of the top
accounting firms. But unlike her professors, who were really more
interested in getting Karla to like them than they were with teaching
her to think for herself, her boss expected a far greater level of independence and maturity from Karla than she had developed. Her boss
expected her to tackle difficult assignments on her own and, if she did
not know something, to find out the answer for herself. When Karla
didnt remember from her accounting classes exactly how to treat the
odd circumstances she encountered, she went straightaway to her boss
for answersjust as she had done the year before with her teachers in
school. Her boss told her to go back and figure the problems out for
herself. This offended Karla. In fact we learned that she complained
to one of her friends that she thought her boss was tactless and rude.
Part of the problem stemmed from the fact that Karla had never been
expected to think for herself. She had never faced difficult problems
where there was not a correct, textbook solution. In her attempts
to feel good about herself by being the perfect student who always
got the right answers, she missed the point of learning how to find
reasonably good answers to real problems and get the job done.
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It is a serious mistake, especially in todays changing world where

new problems crop up because of rapidly altering conditions and circumstances, not to see the necessity for learning. Much of what you
will need to learn in order to continue performing effectively you will
have to learn for yourself, on your own. This is why the ideal is to
make yourself strong and independent, able to size up situations and
solve problems without irritating supervisors with childish demands
for direction.
One of our MBA students, Mike Abrams of Cincinnati Financial,
was a good bit more mature than Karla was and it worked to his benefit.
Mike applied for a position in his company that he wanted and got
it. His boss selected Mike from a pool of applicants precisely because
he had developed a reputation for thinking and learning from his
experiences. Now these qualities would be tested. Even though Mike
had a degree in finance, he wasnt prepared for the job responsibilities
he encountered. Indeed, what he ran into at work was considerably
different from what he had learned in school. His boss heaped many
responsibilities on Mike and expected him to get them done on his own.
At first Mike turned to his boss, the companys vice president,
for guidance. But precise answers to how to do thingswhat Mike
wanted and expecteddidnt come. Mikes boss gave him only general
guidance. After all, the boss was not about to take on a second job,
Mikes. It wasnt until sometime later that Mike realized the motives
behind his bosss methods: he wanted Mike to develop critical thinking
and problem-solving skills on his own. It wasnt until several years had
passed and Mike had developed into a successful professional that his
boss told him why he had made Mike do things on his own. The
boss wanted to find out where Mikes breaking point was. But Mike
was not one to break. I just worked through the tasks and did not
break. I didnt realize it at first, Mike said. But I came to understand
that this was what successful mentoring involved. It accelerated my
achievement.
Learn from What You See and Experience
A recent article in our local newspaper told of a situation that illustrates
the strong connection that exists between the ability to learn from
experiences and success in ones work. In Florence, Kentucky, a woman
named Brenda Beers-Reineke walked away from her job at Swedcast
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Corporation in 1977 because she was rebuffed in her efforts to land

a position in customer service. Presumably, higher-ups there saw her
as a secretary, which she was. What they could not see was that she
had other possibilities waiting to be developed if only she were given a
chance. As they saw it, Brenda did not have the background or ability
to learn how to take on more challenging work. They could not get
this false impression of her out of their minds. Feeling rubbed the
wrong way, Brenda walked across the street to a company called
Sweco, a maker of industrial filtration equipment, where she landed a
job immediately.
Wanting to go places in this company, Sweco, Brenda enrolled at
a nearby college where she studied nights and on weekends to earn
her bachelors and MBA degrees. After that, she went on to earn a
law degree. Starting as a secretary, Brenda learned and worked her
way through Swecos sales division. With each year of education,
Sweco always seemed to come through and offer me a new opportunity, she said. Today, Brenda Beers-Reineke is president of Sweco, a
company that employs about 280 people in Florence and about 700
worldwide. Revealed in this newspaper article about Beers-Reineke is
her remarkable ability to learn from her experiences, especially from
what she observed firsthand. She watched what went on around her
and cataloged valuable lessons and then she applied them. This ability
served to move her ahead. A thirty-eight-year veteran at Sweco, Peter
Knox said, What makes her a good leader is her mixture of caring
about people and their accomplishments as well as recognizing their
strengths and weaknesses. Shes just really good with people. Brenda
said that she acquired valuable lessons in managing people from observing what went on around her, particularly while she worked as a
secretary. When I started working and climbing the ladder, people at
lower levels were treated differently, she said. Theres a mutual respect, long overdue, that wasnt there. I always thought that I wanted
to climb the ladder so I could treat people the way I wish I had been
treated.
The story of Brenda demonstrates an important principle: we can
learn from our experiences by being observant and reflecting on what
we notice. One of the most limiting beliefs humans have is the notion that learning stops at the schoolhouse door. While it is true that
learning occurs when a person reads or hears information given out
by another person, it is also true that learning often arises through
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an individuals own efforts. The most mentally alive people you and I
will meet are those who are extraordinarily curious and observant and
whose minds are constantly in gear trying to interpret what they see.
This is precisely what Brenda didshe saw how others were treated
and how they reacted. By thinking about what she saw, Brenda developed definite ideas as to how people respond and perform as a result
of their treatment. In so doing, she schooled herself in the basics of
human relations, leadership, and motivation. She saw what it took
to be an effective leaderhow to excite and inspire people to highlevel performance and how not to create hostility and resentment in
employees.
All too often, we tend to take conventional wisdom to be the last
word on things. When we do this we prevent ourselves from learning
and cause our learning skills to diminish. While there is much to be
said in favor of learning from the combined wisdom of the human
race, there will always be found instances where conventional wisdom
is just plain wrong. The history of science provides plenty of examples
that illustrate the importance of independent thinking and learning
through observation as opposed to taking someone elses word for the
way things are. In the sixteenth century a Belgian anatomist and physician named Andreas Vesalius (15141564) changed medicine when he
broke with tradition by dissecting human cadavers. This was one of
the beginning points in experimental science and it helped usher in the
Renaissance. The more bodies Vesalius dissected, the more he came to
realize that earlier anatomy texts were just plain wronghumans do
not share the same anatomy as apes, as was previously believed. Vesalius produced anatomical charts of the blood and nervous system, and
in 1543 he published the first modern text on the human anatomy, On
the Workings of the Human Body. For those in medicine who came
after him, the human body, directly observed, was the only reliable
source.
Be Curious. Look for Opportunities to Learn
Samuel Johnson, that great English scholar and noted wit (17091784),
captured a vital truth when he said that curiosity is a characteristic
of a vigorous intellect. Curiosity prods us to admit what we dont
understand, pushing us to overcome our ignorance by acquiring new
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knowledge. What we would otherwise allow to pass by unnoticed

and leave unexamined, curiosity drives us to explore and understand.
Without curiosity, it is easy to allow ourselves to drift into the sleep
of complacency. The way to a fuller, more exciting, and more richly
rewarding existence demands a healthy level of curiosity.
Be curious! This is exactly what Douglas Danforth, former chairman and CEO of Westinghouse, urged young men and women who
worked in his organization to do. Have curiosity about whats around
you, he told them. In the business world, if you start out in engineering, have a curiosity about marketing, about manufacturing, about
finance. Dont let yourself stay just within your own envelope or your
own discipline. Because people are very willing to share their knowledge and experience, the most flattering thing you can do is to ask
them, Tell me a little about what you do in marketing. I dont understand anything about it. Would you mind having lunch with me, or if I
stopped by after work, would you chat with me? Could I make a trip
when you go to call on a customer? Ive never sold anything.
When he was a young man starting out in his career, this is what
Danforth himself did. Because he was curious, he asked questions, lots
of questions. He learned from the answers he received, and because
of that, he grew. He began his career in manufacturing. But when he
looked out upon his company he saw a broad vista of learning opportunities. He wanted to know more about these other areas. Marketing
and finance aroused his interest. The more he learned, the more he saw
there was to learn. Demonstrating a bit of curiosity served him well,
and he moved from one job to another, all the way to the very top of
his company.
Its impossible to be curious unless you are humble. Socrates
opened many a pair of eyes to what humility involves when he said,
I neither know nor think that I know. The important lesson to be
grasped here is this: it is humility that allows people to recognize their
ignorance. Once humility is reached, curiosity can arise and lead to improvement. The capacity to wonder is at the heart of curiosity. Imagine
a small child on a summers day, lying on the ground watching ants
scurrying about, toting what appear to be tremendous loads in comparison to their tiny bodies. Curiosity involves looking at things and
asking oneself questions: What makes it work? How does it happen?
But these are only a start.
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Keep Your Mind Active and Growing Stronger

The human brain can continue to increase its powers of thoughtful
analysis and imagination far into later life. Continued development
depends on how one chooses to use and exercise this magnificent
gift. Our mental powers and spiritual qualities are perfected through
constant use, especially when they are challenged to work hard. But
let the mind rest too long, remove all challenge and novel experience,
and it will grow weak and flaccid. As with body muscles, the mind will
waste away if not exercised regularly. Do the same things day after day,
dont experience new challenges, remove the possibility of challenge,
and limit what you read or see and the people you encounterthis is
the perfect prescription for rigidity and narrowness of thought, a sure
and quick route to obsolescence.
It has been said that one of lifes great tragedies occurs when a
persons mind dies while the rest of the body lives on. Over time, as
weve all seen, many people lose their enthusiasm for living. They grow
cynical about the future. Their mental alertness declines. Their zest for
enjoying good things dwindles. Their inclination and ability to notice
beauty and things meaningful and humorous grind to a halt. They
become unable and unwilling to savor the moment. We are all vulnerable to these sad endings. Unwanted and unnoticed forces assault us
daily, pushing us toward mental stagnation and its evil cousin, cynicism. These forces include: unthinking habit, fear of failure, doing just
enough to get by, procrastination, overreliance on old solutions and
methods, avoidance of opportunities and fear of challenging endeavors
because they seem too complex or difficult, unchanging routine void
of new experience, and the attitude, I already know enough to get
by. The mind is a wonderful gift, intended for you to use and develop
all your life.
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MASTER THE ART

OF SELF-DISCIPLINE
Assess Your Actions Honestly, Cause Your
Emotions to Work for You, Learn to Make
Favorable Impressions
To be human is to be self-conscious; and to be self-conscious
is to bring ones self into the sphere of art, as an object to be
judged, altered, improved.
William Ernest Hocking
You can become a very great asset to yourself by mastering the art of
self-discipline. This begins with the habit of inspecting your actions
or inactions and identifying where they measure up to what you want
them to be or fall short of ideals. The art of self-discipline also involves
accepting the reality of your primitive instincts and setting them to
useful purposes. Imagine what life might be like if humans didnt have
the capacity to inspect and correct their own behavior. Civilization
would be impossible. Simply put, we would be unable to get along
with others. Self-discipline enables humans to be punctual, to act with
perseverance, to be industrious, to rise above pettiness, to focus efforts
on important matters and produce desired results. No good life has
yet been lived without a goodly amount of self-discipline.
The recipe for self-discipline involves two ingredientsselfinspection and habit-building. Every school kid remembers reading
about Ben Franklin, that wise old American patriot who gave us
bifocals, the Franklin stove, and the knowledge that lightning was
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electricity. Ben knew that unwanted defects in our character have a

way, over time, of becoming more ingrained and increasingly difficult to change. He devised a method to dislodge unwanted personal
habits. It was a simple method to perfect himself. Every day he would
evaluate his own behavior against a list of virtues, marking a grade for
himself as a teacher would do for her students. This practice of selfexamination produced admirable habits in Ben and enabled him to live
an extraordinary life. Habits are acquired by acting, says William J.
Byron, S.J., You have to donow and repeatedlythat which you
want eventually to do easily and habitually.
Learn to Defeat the Procrastination Urge
Procrastination. Its putting off doing what ought to be donelike
writing bills, taking out the garbage, fixing that broken latch on the
screen door, disciplining a badly performing employee, quitting a bad
job, asking for a raise. We know of a want-to-be artist who craves for
the day to come when she will muster enough courage to say yes
to her dream of traveling the country where she can paint landscapes.
Unfortunately, she continues to put that day off, making it tomorrow
instead of today. There are just too many demands being made on
me now, she tells her friends. Ill do it when I have more time. The
years have a way of rolling by. And they do just that. Meanwhile, she
continues to put her dreams on hold, thinking to herself, Ill pursue
my painting plans some day, but not right now.
We have all heard more than once the old adage that a dose of
humility is good for the soul. Humility allows us to be human and to
see more deeply into ourselves. I (Charles) find that humility opens our
minds to ideas that will lead us to be better persons. So here and now
I have a confession to make. All afternoon today and before getting
down to the business of writing I have been putting off writing this
chapter on self-control. I admit it. I procrastinated! Lets consider the
reasons behind the urge to procrastinate.
Its astounding to see the number and variety of little things that a
person will find time to do to avoid doing whats most important. As
I am now just sitting down at my computer to begin this chapter it is
twenty minutes past four in the afternoon. Up until now I have avoided
writing because I didnt know exactly what to say and how to say it.
This was uncomfortable and I didnt want to face the difficult job of
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having to think. So, ever since finishing my lunch, I avoided writing. I

did that by finding other things to do. I sat and read for a half hour and
looked at the notes that I have been keeping on ideas for this chapter.
I got bored with that and felt sleepy, so I took a nap. Sleep generally
affords us a fairly effective escapebut it is only a temporary escape.
I awoke and realized that I must get back to work. Oh, how I wanted to
avoid that! I delayed thinking and writing some more. I went outside
and checked to see what had come in the mail. Then I did a load of
laundry. While my washing machine worked I went into another room
where it was quiet and I phoned my brother in California. We talked
about last summers fishing trip in Idaho and his high school daughters
first volleyball game of the season. We talked about where we might
fish next summer. He had to get back to work, and my escape from
what I should be doing ended. I found another way of avoiding the
dreaded writing that hung over my head: I telephoned a painter and
talked with him about a job and scheduled a time for him to stop by
and survey the work to be done.
Knowing that I was not getting a single word written gnawed
away at me. Nothing could rid my mind and heart of the uncomfortable feeling that came from knowing progress was not being made on
something I felt should be done. Regardless, I continued to procrastinate. What else could I do instead of working on this chapter? I built
a tiller for a friends sailboat yesterday. So, to keep myself busy and
avoid writing a bit longer, I spent the past thirty minutes sanding it and
applying a first coat of varnish. Then, an idea hit me, as if it were a gift
from the Almighty. While I worked on the tiller something dawned
on me: Here I am trying to decide how to explain the difficulty we
all face called procrastination. I knew that I was doing this very thing
myself. Why not admit it and write about this experience? After all, we
all go through it. It seems to be a superb idea. Just maybe in doing that,
I could delve more deeply into the reasons why people procrastinate.
What I came to realize from examining my own predicament this
afternoon is this: procrastination results very often from not knowing what to do and how to proceed. It comes when we face complicated tasks that we dont know where or how to begin. Instead, we
do other things to make us feel that we are not altogether lazy and
worthless.
An excellent way for anyone to get up the strength needed to
defeat the procrastination urge is to admit it whenever it is working
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against you. You will be stronger and emotionally better off whenever
you look at yourself squarely and admit what you are doing. Admit it
when you are putting off doing what you know you should be doing.
Examples aplenty, however, demonstrate that this suggestion is not
as easy to follow as one might think. Humans develop all sorts of
mind-satisfying excuses that hold them in the trap of procrastination.
One of these excuses is that they look at what ought to be done
as being too trivial to bother with right now. Enabled by what might
be called the Im above it attitude, many people damage themselves
through their procrastination. A highly educated woman, a college
professor we know, put off paying a traffic citation. After getting several notices reminding her of her obligation, she received a summons
to appear in court and explain why she failed to pay the fine. The
letter from the court stated in no uncertain terms that failure to appear
would result in an arrest warrant. That got her attention. Now she had
to cancel a scheduled class examination, which necessitated informing
her department chair and her students. The students were annoyed at
having to adjust their schedules and her department chairs opinion of
her diminished. Unneeded expense, trouble, anxiety, and resentment
came as a consequence of her procrastination.
Beyond the immediate effects of not getting work done on time,
failure to control the procrastination urge invites long-term damage
to individuals themselves. Procrastination weakens ones ability and
will to improve oneself and to eliminate undesirable habits. Over time
undesirable habits usually grow until they become insurmountable.
No one may be harmed by neglecting to do small tasks, but prolonged
delays in developing responsible and productive habits destroy the
possibility of improvement.
It is important to recognize that procrastination occurs whenever
a person thinks an action or a change in behavior will be too difficult
or too uncomfortable to bear. You can be certain that procrastination
is doing its dirty work whenever you hear remarks like these: Im
afraid to schedule an appointment for a medical test, because I fear
the doctors might detect I have a dreaded disease. Im not going to
make that phone call to the upset customer because I dont feel like
being bawled out. I dont want to start on the job of improving our
companys information needs assessment right now because it will be
too difficult to figure out. These are things most people would just
as soon avoid doing, so they procrastinate.
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One good way to escape the clutches of procrastination is to ask

yourself the right question. Effective performers do not ask, Can
I afford the difficulties that change requires? but, instead, Can I
afford the consequences of not changing? They seize the initiative
without hesitation. They act while it is still day, before it is too late. An
important benefit that comes from getting something done right away
is the psychological lift that comes from knowing that the unpleasant
task is out of the wayor, at least the difficult first step has begun
and you can relax a bit in just knowing that. When I was in high school
a friend once said to me, You sleep better when youve completed
your homework and you know that you dont have it hanging over
your head to do the next morning. I dont have any scientific proof
of this but from my experience, I think he was right.
Direct Your Inner Caveman toward Useful Ends
A rudimentary fact of life is that destructive tendencies are to be
found within every human being no matter how well-meaning and
disciplined that person is. The exterior is usually one of outward
respectability, guided by reason and civility. But inside, humans are
plagued with impulseslustful, angry, hurtful. Our nature has a disturbing duality to it much like that depicted in Robert Louis Stevensons Dr. Jekyll and Mr. Hyde. It is very important to deal with ourselves as we really are, not as we might prefer to think of ourselves.
Those who succeed in life do more than not allowing their base desires
and primitive instincts to crowd out their finer desires. They know
how to channel their primitive instincts into higher purposes.
One practical difficulty everyone faces is that of living with their
lowest instincts and primitive desires. High ideals and civility resonate
positively with peoples saintly side. Their minds nod acceptance to
those virtues that civilization honors: humility, kindness, decency, fairness, to name a few. These are the ideals that caring people try to cultivate within themselves and project outward for others to see. They try
hard to be high-minded, principled, controlled. They try to guide their
behavior by reason and love. But life is never simple and it cannot be
shielded from ugly realities. Temptations are inevitable. Tempers can
run hot and flare out of control. Some problems frustrate our efforts
and others cause us grief. Selfish desires have a way of seducing the
highest of the high-minded, while ambitions and wants cry out to be
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fulfilled and satisfied. Our minds are quick to see where unlovely or
uncaring actions might secure a desired gain or defeat a rival.
Conflicts and annoyances are found in every workplace, especially
those in which there are people with different outlooks, values, and
agendas from our own. We should ask ourselves: What should we
do when we are annoyed or angered by a workplace condition or
an action by another person? Our high-minded, idealistic side wants
us to take the high road, not to allow our emotions to lead us to
do things for which we would feel sorry later on. But our darker
instinctsthose coming from our inner cavemanurge us to respond
in cruder and more forceful ways. Just think of the many conflicts that
arise between what our high-mindedness tells us is smart and what our
primitive instincts urge us to do.
r A woman we know named Amanda turned in a piece of work recently
that her boss saw as unacceptable. The boss came down hard on
Amanda, telling Amanda that she was not pleased. Amada felt that
her boss saw her as being stupid and lazy and indifferent to her units
performance. Hurt and embarrassed, Amanda first grew angry, then
began to long to get even with her boss.
r During the annual planning session, the people in Walters sales division
discussed new methods for meeting next years targets. Unfortunately,
Walter viewed these ideas not as suggestions but as challenges to his
opinions. Walter lost his self-control. Outraged, he argued against their
ideas with considerable sarcasm.
r Gloria feels that her company owes her more than she is getting paid. She
is tempted to run errands during working hours. She uses the telephone
for personal calls, she takes time off for personal reasons, and she pads
her expense account.
Our minds know that bad behavior arising out of anger and irritation is usually self-defeating. We know that the abrasive person is
shunned, the egoistic coworker is ridiculed, and the hurtful person is
dealt meanness in return. We know that one never fully wins by using the methods and actions our inner caveman wants us to adopt. Yet
these bad behaviors have a way of erupting anyway. When they do, our
idealistic side puts our inner caveman on trial for having caused them.
And a Guilty! verdict is rendered almost immediately. Our barbarian
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within becomes penitent. But this remorse is never permanent. Trouble

still lurks beneath the surface.
You might try to control your inner-caveman instincts by telling
yourself the same things adults told you when you were a youngster:
Behave yourself, control your temper. Do not give in to your
unwholesome desires. These words of advice might sound logical,
and they usually work. At least they do for a while. We follow the
conventional wisdom to restrain our base urgeswe try chaining them
down, so as to not give in to their demands. But this self-imposed
restraint is never a fully workable solution, because we are human.
In time the vile and uncivil barbarian within will escape and there
will be hell to pay. Uncontrolled emotions, uncivil words, excessive
pride expressed through self-flattery, downright mean actions, and
overambition that stops at nothingthese are some of the many ways
the inner caveman turns good persons into dreaded terrors. And so a
war rages on within each normal human. The finer desires and higher
ideals we would like to live by are pitted against the inner-caveman
instincts of our native makeup. We need to find a way out of the
disunited state in which we find ourselves.
It is very important in life to recognize what we can and what
we cannot do. If we give free rein to our low desires we find that
they eventually bring about unwelcome consequences. If we try to
crush them or chain them to a prison wall, we find that they escape
and cause mischief. But there is another way of dealing with this
dilemma.
Over many millennia humans have developed certain native capacities necessary to their survival. Self-preservation, egoism, pugnacity,
angerthese are useful drives and instincts that serve us well if directed with laser-like precision. History reveals that the best lives have
not always been those which have succeeded in eliminating these low
desires. Instead, they are lives that have learned how to harness dangerous, natural instincts and direct them to useful purposes. Think of
it: egotism can be useful in pursuing superlative quality and ongoing
improvement. Combativeness can be a useful ally in breaking down
barriers of racial prejudice or making needed changes in an organizations direction. Outspoken bluntness can be put to use in calling bad
practices what they really are and unmasking those who are more fluff
than substance.
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To live successfully with ones inner-caveman instincts its always

advisable to catalog what they are and to identify the specific circumstances when they will most likely appear. One person we know
extremely well recognizes his intolerance for bureaucratic red tape
and excessive governmental regulations. Having to negotiate his way
through massive amounts of regulatory details usually elicits a tone of
nasty sarcasm from him and leads him to become combative. To his
credit, this person wisely chooses to stay away from situations that
might cause him annoyance. Once, for instance, he got someone else
who is untroubled by local building requirements and permit-granting
processes to handle the job of securing approval from a historical
preservation agency for a building project. Realizing that he might get
angry, he chose to stay away from this small-yet-important aspect of
the project. Instead, he used his impatient nature to push ahead with
other business that needed to be done.
Rise Above the Tendency to Envy Others
We once met a man from Chicago who headed the National Can
Company at the time. Frank Considine had risen through the ranks all
the way to the very top of his organization, where he was chairman and
CEO. Few people get this far in their careers. Some of the things that
he revealed about himself helped us understand an important factor
behind his success. Frank told us that when he was a year into his first
job with National Can, another man worked alongside of him doing
essentially the same jobselling cans. Frank was selling more product
than this other man and the other man didnt like it. So, naturally, the
other man began to envy Franks success.
At first the mans envy led to nothing more than a friendly rivalry.
But after a time, and with Frank outselling all the others in his unit, this
other mans ego got rubbed raw and he started taking it out on Frank.
The two men, who had started out being friends, were fast becoming
enemies. Frank considered what was happening and he decided that
it was not good for him to respond to this other mans nastiness and
underhanded remarks. It wasnt good, Frank thought, for his company.
And it wasnt good for this other man either. So Frank decided to not
respond to the bad things the other man said about him or did. Frank
just kept trying to be friends with him and to prevent animosity from
ruining what had once been a pretty good friendship. After several
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years the other man realized that Frank really wasnt his enemy. In
fact his real enemy was within himselfit was his less-than-stellar
selling skills, which were not all that bad. In fact the other man was a
darn good salesman; he just wasnt the best salesman. After realizing
what was going on in his mind, this other man went to Frank and
admitted he was wrong to be jealous and envious. This action sort
of cleared the air and the two men became friends once more. They
remained friends ever since.
Humankind has long known the destructive possibilities of envy.
The ancient Israelites were instructed by God, in the Ten Commandments, not to covet their neighbors belongings or his wife or servants.
For a person wanting to find ways to be envious of others the opportunities are endless. There is always some other person who has
better looks, more imagination, superior skills, more money, finer collections. Envy arises from a sense of ones deficiencies, limits, failures.
Thus, in truth, envy is the experience of hating oneself for being less
than someone elseless wealthy, less beautiful, less skillful, et cetera.
If you can learn to avoid envy you will save yourself from a great deal
of self-inflicted misery.
Whenever you find that another person has what you want to
possess, the possibility of envy is not far away. The threat envy poses
to ourselves lies not merely in feeling jealous of others but in allowing
our envy to grow out of control and become all-consuming. In a
sense, envy can eat us alive. It eats away at the qualities that make
people likeable. It stops them from being the persons that they were
uniquely created to be. You can see this going on around you whenever
you notice neighbors trying to keep up with those around them
building bigger homes, buying more expensive automobiles, sending
their children off to more prestigious schools, acquiring a summer
house in an expensive resort area. Envy can even lead us into being
nasty, bitter people who are so deeply consumed with wanting what
others have that we are unable to do well with our own unique talents.
It can even prevent us from ever accomplishing those purposes that
we are best suited to achieve. Envy can grow large and become allconsuming. It has caused some individuals to do terrible things. A story
appeared in the morning sports pages recently that illustrates the power
envy can have over a person. In Greeley, Colorado, the University of
Northern Colorados reserve punter was arrested, accused of stabbing
his rival in the kicking leg. Three men had been in competition for the
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starting punters job in preseason training and the coach had settled
on who he wanted in the punters position. The starting punter had
performed well, averaging over thirty-seven yards per punt on nine
punts in two games. So, one night, in a parking lot, the reserve punter
allegedly stabbed the starter in the leg.
What can one do to combat envy? The first thing to do is to recognize it for what it is. Envy is a common human emotion. We all
experience it. A useful first step to help yourself rise above envy is
to recognize it happening whenever it shows itself in your heart. Go
ahead and admit when you are envious of others and examine the
reasons behind your envy. What exactly is it that you are envious
of? This simple acknowledgement allows a person to feel one with
every other human being on earth in that the feeling is a normal human response to situations when one realizes others have more or are
seemingly better off.
If you think about it carefully, youll find that you are not envious
of your friends and loved ones when you are feeling good and confident
about yourself and your life. We are only envious when we feel low,
inadequate, or missing something in our lives. It is when we are in a
negative state of mind, made so by worry about ourselves or feeling
annoyed that others appear better off than we are, that envy attacks
us. How then can you put yourself in a positive state where envy
cannot raise its ugly head and attack you? The answer many successful
people tell us is this: Get busy with a duty to fulfill, a cause to serve, an
adventure to take. When our feelings are strong and aimed in exciting
directions, we are not open to the invitations of envy.
Another useful method of dealing with envy involves developing
wisdom. We see things and we wish we could possess them ourselves;
we envy those who have them. But if we are wise we will ask ourselves
these questions: Are these things really all that important to me? Will
having them make me any more content than I am or any more the
person I would like to become and feel comfortable being? Are these
things really of as great worth as I perceive them to be? Are we really
capable of telling whether the thing we look at is worth envying?
Many times, in retrospect, people find that when they do get what
they thought they wanted, they are no happier, no better off, no more
fulfilled or self-confident than they were beforehand. In wisdom they
oftentimes find that what they thought they wanted was not worth
valuing or envying at all.
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You can escape the self-defeating forces of envy by developing

within yourself the tendency to focus your thoughts on doing positive
things instead of merely acquiring things. The trick is to find projects
and purposes suitable to your talents and passions and then busying
yourself with achieving them. The more you do this the more you will
accomplish and the more lasting satisfaction youll experience.
Improve Your Productivity!
Countless performance shortcomings haunt the workplaces around
the world because people havent developed the self-discipline to
search out better methods and be more productive: a salesperson continues to follow outdated and ineffective methods; a clerk fails to do
a better job of greeting customers and creating in them a mood to
buy; a delivery truck driver fails to record important information that
others need in order to track shipments. The next time you walk past
the places where people are working, notice what they are doing. It
may surprise you to find some who seem very comfortable doing
nothing, or very little at best. Once, in 1973, when I (Charles) had
an appointment at the Social Security Administration I discovered
something astounding. The headquarters building, on Social Security
Way in Baltimore, Maryland, is huge. It must cover many acres and
employ hundreds of people. As I wound my way down one hallway and then another that morning, I passed by dozens of offices
and could not help but notice those inside. They were talking on the
telephone, reading newspapers, talking to others, drinking coffee. But
what surprised me was that not one person I saw that morning
and I passed by dozens of offices filled with peopleappeared to be
working.
What modern technology has blessed us with it has, at the same
time, cursed us with. Take the computer, that marvelous informationprocessing instrument and our connector to the information highway.
Is it a help or a distraction? If you walk by the desks where people
are supposed to be getting important things done, you will find many
playing card games on their computers. The Internet provides access
to an endless number of Web sites containing more information and
entertainment than we can possibly read in a lifetime. While we can
benefit from selective usage of this window on the world, the Internet,
we should be aware of the possibility that we can become addicted
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to visiting it to the detriment of our productivity. We can allow the

Internet to steal our time and misuse our talents.
A surprisingly large number of capable people make themselves
less effective than they could be not because they dont do anything
but because they expend their efforts on matters of little consequence.
A designer named Audrey we learned about recently once promised
to have a proposal ready for a potential client late one week. The client
scheduled an appointment at three oclock on a Friday afternoon to
hear Audreys ideas. The possibility of landing a big contract was
attractive. Audrey fully intended to be ready for the presentation but
when the hour neared she found herself far from being prepared. Time
seemed to pass by more quickly than she imagined it would and, like
a school kid unprepared for a spelling test, Audrey panicked, but only
at the last minute. How did Audrey get herself into this predicament?
In the days preceding the scheduled appointment a series of unexpected interruptions cropped up, and Audrey yielded to them. They
literally stole her time and kept her from preparing for her scheduled
presentation. There were phone calls, small problems, interruptions,
and an unexpected luncheon invitationall the kinds of things that
eat into a persons time. At 1:30 in the afternoon on the day of the
scheduled appointment, Audrey lifted her telephone receiver to call
the client. Knowing that it would be impossible to have a suitable
presentation by 3:00 that afternoon, she searched her mind for an excuse. What could she tell her client? Her thoughts raced through one
possible excuse after another. Audreys problem wasnt that she was
lazy, her problem was that she didnt have the self-discipline to keep
her efforts focused where they would make the biggest impact.
Many years ago a business professor named Tom McNichols from
Northwestern University wrote a case study that captured the essence
of the tendency that plagued Audrey. The Case of the Missing Time
that McNichols penned has provided students of time management
with one of the best real-world descriptions of how time can slip away.
This case is a must read for anyone who is interested in developing
the knowledge and willpower needed to take control of ones time.
The case tells of one day in the life of a man named Chet Craig who
manages a printing plant. During his morning drive to work Chet
reviews in his mind all the things he hopes to accomplish that day and
places priorities on them. Number one on his list is the establishment
of a new scheduling procedure to improve productivity dramatically
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and save on costs and reduce delays in finished work shipments. But
Chet never gets around to this task. From the time he enters the plant
gates till the time he leaves work for his drive home, Chet is confronted
with one request or problem to solve after anotherand those who
study the case become tired just reading of all the minutiae that gobble
up Chets time. He has to find a replacement for a new hire. Hes asked
to decide what to do with slow-moving stock. An underling demands
a solution to a packing problem. Chet visits the plant floor and hears
complaints from employees working there. He reschedules vacation
times. The list is long and confusing and tiring to read. At the end
of the day Chet is exhausted and not one step closer to completing
what he wanted to complete, what he believes is most important to
accomplish.
What can we do to escape our tendency to do little things while big
ones go undone? There is a very old story and no one alive today can
say for sure whether it is 100 percent true, but its worth retelling here
because its message is enormously valuable. A consultant named Ivy
Lee whose clients included many of the giants of American enterprise
of the previous centuryRockefeller, Morgan, the DuPonts, to name
a fewonce called on Charles Schwab, president of Bethlehem Steel.
As Ivy Lee outlined all the expertise he could provide Bethlehem Steel,
he told Schwab that, With our services youll know how to manage
better.
Schwab was a man of action. He was also skeptical of the smoothtalking Lee. We dont need more knowing, Schwab told Ivy Lee.
What we need is more doing! He went on to tell Lee that Bethlehem Steel would gladly pay him anything reasonable if he could get
employees actually to do all the things that they already knew they
ought to do. Lee thought a moment about what he just heard. Fine,
he told Schwab. If youll give me just 20 minutes, I will explain how
you can improve efficiency here by at least 50%. Realizing that he
had about half an hour before he had to leave to catch a train, Schwab
told Lee to go ahead and present his idea. Here is the idea that Ivy Lee
explained to Schwab.
Lee produced an index card from his pocket and gave it to Schwab.
Write on this card the six most important things you have to do
tomorrow, said Lee. Schwab took the card, thought and wrote down
his top six priorities. This took him about three minutes. Now, said
Lee, number these in order of their importance. Schwab thought
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and considered each priority carefully. Five more minutes passed as

Schwab thought and numbered each item listed. Okay, now keep this
card in your coat pocket and when you begin work tomorrow pull it
out and start working on item #1. Pull the card out of your pocket
every 15 minutes throughout the day and keep working at #1 until it
is finished. Then tackle #2 in the same way; then item #3. Do this until
quitting time. Dont be concerned if you only finish one item. The
others can wait. Youll be working on whats more important. If you
cannot finish them by this method, you couldnt finish them by any
other method either. And, without some system, youd probably not
even decide which are the most important. Spend the last five minutes
of every day making a Must Do List for the next day. After youve
convinced yourself of the worth of this idea, have your people try it.
Use this method consciously as long as you wish and then send me
a check for what you think it is worth. The entire interview lasted
about twenty-five minutes.
In two weeks Schwab sent Lee a check for $25,000about a thousand dollars a minute that Lee spent with Schwab. Schwab added a
note saying Lees lesson was the most profitable advice he ever took.
Learn How to Make Favorable Impressions
Lets face it. We all want others to think of us as being competent,
intelligent, cooperative, and congenial. We want them to regard us
highly. Have you ever considered how your behavior influences the
way others regard you? It has been demonstrated countless times that
first impressions have more to do with how a person is regarded than
practically anything else. For one thing, first impressions have a way
of sticking. Once another person begins to gather and process basic
information about us, we create an image of ourselves in their minds
and it tends to remain there, intact, for a long while. It is important to
remember that others take in a very small sample of us before they make
up their minds about us. This may not be logical or fair. Nonetheless,
thats the way it is. It therefore becomes critically important to know
how to make the right impressions.
Many people doom themselves to failure by making a bad impression. A friend of ours named Gail once ran a temporary employment
agency. Her job involved finding qualified people to send out to area
employers for temporary work assignments. Naturally, it was critically
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important to the success of Gails company to send out only those

people who would perform effectively. A woman once came to Gails
firm for an interview. Trying to make a good impression, this woman
wanted to be seen as alive and open. Unfortunately, she was too alive,
too open. Once she began speaking she didnt stop. She told Gail of her
divorce, her children, her last place of employment and the work she
did there. She talked about those with whom she had last worked and
why she liked some and disliked others. She discussed her drive to the
interview. She had a strong opinion about the weather, and about the
road conditions she encountered. She told of her friends and the troubles they were having with husbands and boyfriends. She brought up
her last doctors visit, her ailments, and the medicines she was taking.
Gail sat there and wondered to herself, Whats with this woman? She
did not stop talking for even a brief moment but went on and on. Before
long the womans unstoppable talking became annoying. Gail realized
that if this womans constant talking began to bother her after only ten
minutes it would surely irritate others in the workplace working alongside this woman day after day. Her constant talking would do her in.
When meeting someone for the first time, you might feel that
making a favorable impression involves doing things that will cause the
other person to think well of you. Your instincts will probably tell you
to sell yourself. If you follow this urge, you will likely concentrate
on yourself, on your behavior. You will try to project your best.
You will try to act in ways to make yourself look good. If you want to
make a good impression, this is exactly the wrong focus to take. Heres
why. Those who are most successful in making favorable impressions
know that its not how they come across that counts so much as it is
how they make others feel about themselves in their presence. Does
the other person feel appreciated, elevated, enlightened, and connected
through some commonly held interest or experience? If you act in a
way that makes the other person feel understood and happy, they will
likely project these feelings onto you.
Check yourself: Do you act in ways that cause others to feel insulted, alienated, unappealing? If so, then you can be sure that they will
not have a good feeling about you. If you annoy them by trying too
hard to be seen as funny, or if you laugh at everything you say, your actions will drive them away. Crude remarks, condescending comments,
inappropriate disclosuresthese also tend to push others off. Highly
effective people show a sincere interest in others. They recognize
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them as human beings with feelings and abilities worth knowing. They
connect with others by finding some common ground, some interest
or experience they might share. They say things that elevate and encourage the other person in something they do or want to do. They
enlighten the other person with an interesting bit of information
without being boring or acting as a know-it-all.
People who fail in life are often those who cannot control their
tongues. You know the type: they are overly quick to criticize others,
offer their evaluations of whats going on, they try to be funny and
say things that arent funny, or they jump to conclusions and voice
them before all the information available is known. It takes a very
wise person to have enough sense to keep quiet and say nothing when
doing just the opposite is so tempting. Many individuals have done
themselves serious and lasting harm because they spoke too soon,
before they thought out what they were about to say, and uttered
words that they wished they had never voiced. Sometimes what comes
out of a persons mouth is offensive even though the person making
the offensive remark was merely trying to be funny and really didnt
mean it at all. Regardless, after it comes out, its too late to retract it.
The damage has been done.
We all prefer to do business with people who display good manners
and are principled in the practices of fair play and friendly competition.
Manners have an untold impact on creating goodwill and positive
impressions. I (Charles) heard once about a salesperson named Dan
who was invited by a designer to prepare a proposal to a client. This
client would then choose between several competitors who were also
making proposals for the same job. The invitation came by way of a
designer who recommended several providers. When it was announced
that a rival had won the contract, the salesperson, Dan, wrote a
short note of thanks to the designer for arranging the opportunity
to compete. Whom do you suppose the designer will have on his list
for the next client to consider? You can choose to be an appreciative
competitor or a person who sulks and becomes angry because his
products were not chosen.
Develop the Punctuality Advantage
A woman we know in her twenties, highly talented and well-educated,
made an appointment for a job interview in San Francisco at a
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top-notch graphic design studio a few years back. Apparently the importance of the scheduled time meant little to her. Portfolio in hand,
she arrived nearly two hours late. Although they went ahead and interviewed her, the prospective employer wasnt impressed. It wasnt
that this young woman didnt have the talent to do the work. It was
that her lateness demonstrated an unwillingness to abide by schedules,
something that is a vital element for running a business effectively.
Punctuality shows what we think about others, how much we
respect them and their time. We recently came across an article that
argued people arrive late to appointments because they feel the other
person might be late and they dont want to be kept waiting themselves.
This might be true with some people. But what does it say about them?
We think it says, I dont care if you have to wait. Just dont make me
wait. Sounds pretty selfish, doesnt it? It is!
Several years ago I (Charles) scheduled a morning meeting with
a man named John Folkerth, president of Shopsmith, Inc. in Dayton,
Ohio. His company manufactures and markets a line of power tools.
After arriving and sitting down in his office Folkerth quite deliberately
looked at his wrist watch and asked me, What time did you think this
appointment was for? I said, Nine oclock. Folkerth told me, I
have it on my calendar for 8 a.m. Although he was not subtle in letting
me know that I was an hour late, he was effective in communicating
the importance he placed on time and being punctual. Actually, he was
right about the scheduled time. I had, somehow, gotten the time of
our appointment wrong in my mind. The point of this story is that
successful people place a high value on time and have the habit of being
punctual.
Being late to everything is a sign of disorganization. If this sounds
like you, dont despairat least just yet. It is a fixable flaw. There are
several practical things anyone can do to correct perpetual lateness: (1)
Get into the right mind-set. Resolve to be on time to all appointments,
especially your next one. Make a commitment to yourself that you
will be punctual. (2) Make a note of when you must be somewhere
and the time you must leave from where you start out so that you will
have plenty of time to arrive there without having to hurry. (3) Set
your times so that you have an extra five to ten minutes to spare and
have something with you so that when you do arrive early you have
something productive to do, like reading notes or letters. (4) Always
allow more time than you think necessary for driving, finding a parking
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space, and so on. (5) Refuse to allow some last-minute emergency

to stop you from leaving on time. (6) Finally, just moments before you
have to leave, dont get diverted from a timely departure by allowing
yourself to try to finish one last thing, one more task, or change into
other clothing just because it is not entirely, 100 percent right.
Know What Your Appearance Says to Others
Through a recent experience I (Charles) was reminded of the importance of personal hygiene and good grooming. It happened a few
months ago when I was checking out at my local grocery store. The
clerk behind the cash register looked unkempt. He had a three-day
stubble of whiskers. He wore a dirty shirt. He had facial piercing and
tattoos up and down his arms. As I watched him handle my groceries
bread, milk, fruit, meatI felt sick. Here was this dirty man handling
the food that I would be taking home to prepare and eat.
It may be flatly stated that appearance matters. It matters to those
who decide who gets hired. It matters to those who decide who gets
promoted. It matters to those who decide who gets placed in plum
positions. And it matters to customers and any of the public with
whom employees come into contact. A good appearance sends positive signals; a bad appearance sends negative signals. Our first line of
communication we have with others is our appearance. Its our dress,
our grooming, and our posture. In the work setting we signal what we
think of ourselves, how much we respect our organization, and what
we would like others to think of us, by our appearance. I (Tom) remember the time when, at thirteen years old, I got a minimum-wage job
working at a fruit stand in Portland, Oregon. I remember my mother
insisting that I wear a clean white shirt and have my hair combed. She
said, When you are working there remember that you are representing your boss. You want to make a good impression with the public.
An important distinction to keep in mind is that appearance is
not the same thing as beauty. Few people have sexy bodies. Few can
afford expensive cosmetics and glamorous clothes and accessories.
Appearance means grooming, first and foremost. It also means posture
and manners and adherence to the standards of etiquette. It involves
having ones hair combed, fingernails cleaned, hands washed, clothes
pressed, and shirt-tails tucked in. An ideal to strive for is to appear as
if you are recently bathed, dressed, and smelling pleasant.
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Good appearance is as important as good job performance. I (Tom)

have been a member of my local YMCA for many years. I remember
a young woman who served as a lifeguard there. She had a pleasant
disposition and read serious books while watching for those swimming
in the pool. But she also had a problem and it was a serious oneshe
stank. Her body, always in a bathing suit, gave off such an odor that
one wondered how many days she had gone without bathing. She was
oblivious of her appearance to others. Perhaps she just didnt care.
After many complaints from patrons and repeated warnings from her
supervisor, the Ys manager replaced her.
Behaviors and manners that are acceptable in some circumstances
might not be acceptable at other places and situations. We were once
present when a university president was seated at the head table at a
banquet. One would expect flawless table manners from a person at
this level of responsibility and prestige. But this university president
sat, eating and talking to those around him, drinking beer right out of
the bottle. At another time, we were in the audience when a group of
outside consultants were making a formal presentation. Each of the
invited consultants knew what he or she wanted to say and had wellprepared overheads to get their ideas across. But each one made the
mistake of carrying a canned soft drink with them as they stood before their audience. And each one stopped periodically and sipped their
drinks in between their lines as they spoke to their listeners. Their boorish manners spoiled their image and made their message less credible.
All too frequently, in public places, people demonstrate that they
either never learned good manners or that they just dont care. If you
would like to make a positive impression on those persons who occupy high-level positions in organizations, you will find the following
suggestions helpful.
Appearance
r Be concerned about your appearance; take it seriously.
r Dress appropriately for your work. If you need to wear a uniform where
you work, find out if you are allowed to adorn the uniform with a piece
of jewelry and if so, what kind.
r Choose clothes tastefully. Wear what will compliment your body, not
reveal its unappealing aspects. Wear whats appropriate for the occasion
or event.
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r Body piercing and tattoos and hair dyed bright unnatural colorsblue,
orange, pink, greenmay appeal to your sense of individuality. Thats

your view. Others will have their views too, and what you like they
might not like. Keep in mind the standards and tastes of those whose
opinions you need to win over if you want to get ahead.
r Remove your hat when you are inside a building.
In Restaurants
r Dont wear ball caps while you are seated or eating.
r Suppose you have food in your mouth and you find it necessary to get
up and walk to another place in the room, perhaps to get another napkin.
Remain seated and finish chewing what you have in your mouth before
getting up. It is unsightly, sickening actually, to see someone walking
around chewing food.
r When seated in a booth or at a table, sit up straight, dont slouch.
r Holding a fork as one would grasp a hammer makes a poor impression
it is just plain crude. Learn to hold your fork between your thumb and
forefingers.
r If you are a man and a woman comes to your table, stand up.
In Public
r It may be tempting to talk on your cell phone while in public. If abso-
lutely necessary do it discreetly and quietly or dont do it at all.
r Being loud and unruly anywhere, especially in restaurants or other
public places, is flat out rude too.
r If you must chew gum, do it discreetlybetter yet, dont do it in public
at all.
r Be courteous to otherssay, Excuse me, when you bump into or
need to get past someone or have to walk between people who are
talking.
r Introduce people to each other if you know they have never met before.
r Dont swear or use crude language or make suggestive remarks.
r If you are a man and you are talking with a woman, look her in the eye.
Dont stare at her chest.
Using the Telephone
r Answer the phone by announcing who you areHello, This is Phil
Cottell, Accounting Department.
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r When you call someone and you dont know who has answered the
phone, announce who you are. Dont ask, Who is this? (Remember,
you are the one who called.)
r Speak directly into the receiver in a clear voice and dont mumble or
talk too fast.
In Meetings
r Say what you need to say clearly and directly. Get to your point.
r If you express a point of view that differs from what others think or
have said, be courteous. Say, I see things differently or in a different

way because. Then state your reason. Refrain from name-calling or
belittling remarks.
r Be civil. Treat others with respect.
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ACT WITH INTEGRITY

Know Good from Evil, Right from Wrong,
Defeat Self-Centeredness, Pursue the
Good and Right Wholeheartedly
Man is a creature who can ask of an action, not merely
Will it be praised? but Ought it be? and no amount of affirmative answers to the first question can balance a negative
answer to the second.
D. Elton Trueblood
Several years ago Carl Menk, Chairman of Canny, Bowes, Inc.a prestigious executive search firm in New York Citysent me (Charles) a
letter. He wrote to tell me about a survey that his firm had conducted
recently among senior-level executives across America. The purpose
of this study was to identify those personal qualities that top-level executives considered most vital to effective leadership. Carls study was
a carefully planned piece of research. Only those executives who had
demonstrated a long pattern of accomplishments at high levels were invited to participate. Carls firm had tracked the career progress of over
one thousand senior-level executives for many years, so they knew
who they were dealing with. In this survey each participant was asked
to specify the characteristics they considered to be very important,
important or less important to success. After tabulating the data
collected, Carls firm found the following: Integrity topped the list as
the most important quality. It was followed by ability to think conceptually and people skills. Decisiveness, intelligence, persuasiveness,
and competitiveness were at or near the bottom of the list of traits.
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The findings that Carls study produced confirmed what an earlier

survey revealed. One of these earlier studies was conducted by Korn
Ferry, an internationally recognized executive search and consulting
firm. Teaming up with researchers from UCLAs John E. Anderson
School of Management, Korn Ferry people asked a select group of senior executives, What quality do you think most necessary for business success? Would you care to guess which trait these executives
said was most responsible for enhancing a persons chances for success? Thats right. It was integrity. Seventy-one percent of the senior
executives surveyed said integrity was the most important quality.
Ask your friends what qualities come to mind when they hear the
word integrity? We did; and this is what people told us: A person with
integrity lives by ideals. What these people say and do is consistent.
They are not seduced by temptation. They are more concerned with
doing the right things than they are with getting things for themselves.
These descriptions of integrity paint a picture of individuals who are
undivided, whose actions are consistent with standards. It may interest
you to know that the words integrity and integer have the same Latin
origin, integritas, which means whole, complete. Perhaps the idea of
integrity was best expressed by Socrates in the Apology. A man who is
good for anything, said Socrates, ought not to calculate the chance of
living or dying; he ought only to consider whether in doing anything
he is doing right or wrong, acting the part of a good man or of a bad.
Few rewards in life are greater than being found worthy of the full
trust of others. You may know of persons like thisfriends in whom
you have complete confidence. You know these persons will always
take the honorable path. They would never give serious consideration
to anything less. Temptations cannot budge them from their steadfast
commitment to whats right and you trust them because of it. They
enjoy your complete confidence because of their consistent dependability and truthfulness. They dont disappoint you; they dont let you
down.
Integrity Rests upon the Person Inside
How we approach a difficult situation is not an insignificant matter.
For one thing it reveals how we view ourselves and how we regard
matters of right and wrong. For another thing our choices shape us
and our ability to work with others. In studying the ways individuals
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handle matters of right and wrong, weve noticed two very different approaches. Lets consider the implications and consequences of
each one.
On one side of the fence are the noncompromisers. These are the
people who are willing to stand and fight for what they truly believe.
Their beliefs are strong and rigidly held. These sturdy individuals will
not bend under pressure and are impervious to intimidation. They
cannot be bought, pestered, or persuaded into going against their own
values. They insist on being who they see themselves as being and there
is no changing that. Noncompromisers derive considerable satisfaction
from knowing that they are authentic and highly principled. But, in this
knowledge, they can easily grow smug and self-righteous. Moreover,
in many ways, large and small, they can irritate others. They may even
become unmanageable and uncooperative nuisances. Some of them
turn into tyrannical bosses. One reason these people are so adamant in
their stance is that they believe that who and what they are as persons is
the accumulation of their everyday actions and habits. And they are not
about to allow the slightest slipup to damage their spotless reputations
or lead them to be disingenuous. Being persons of character is of
the utmost importance to them. Sometimes they may be even more
concerned with their own authenticity and integrity than they are with
the larger purposes of their organizations.
On the other side of the fence are the compromisers. They might
stretch the truth to get their way, choose work that they hate because
it pays handsomely, or act in phony ways just to please others and get
what they want. Faustian bargains dont trouble them. They willingly
do whatever it takes to accomplish their purposes. While these people
may find compromise-demanding situations troubling, ultimately they
give in. They turn a blind eye to those principles and standards that
underlie authenticity and integrity. These people are compromisers
because they measure their worth as humans in terms of the positions
they occupy, the accomplishments they have achieved, and the material
rewards they have earned. And, when it is all said and done, many of
these people get what they set out to attain. They move ahead in
organizations precisely because they are effective at doing what their
organizations want them to do. They can earn handsome pay packages
when they produce outstanding results, despite their methods. While
they may earn the outward measures of success, every compromise
they make holds the possibility of diminishing their self-respect, the
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admiration others might otherwise have for them, and their sense of
lasting fulfillment.
It is hard to think of anything that individuals can do that is more
important to the quality of life for their families, friends, and country
than that of acting with integrity. Nothing enables a person to achieve a
well-adjusted personality and avoid self-inflicted troubles better than
simple honesty. Why then is integrity so rare among us? One reason is
that mere knowledge of whats right and wrong is not enough. There
is considerable agreement as to whats good or bad in the abstract
sense: stealing is wrong, lying is wrong, meanness is wrong, greed
is bad, and so on. Also, we know that just because it is within a
persons power to choose freely what is right, it does not follow that
it is always easy to do so. Of course, it is easy to seek revenge, to
take anothers possessions, to say things that are known to be false, to
pay or accept bribes. Likewise, it is also easy to do a good and right
thing from time to time: to show compassion, tell the truth, refuse to
go along with an underhanded scheme. Whats difficult for humans
is to choose right actions over wrong ones consistently. Long ago,
in ancient Greece, Aristotle (384322 bc) came to this conclusion in
Book V of The Nichomachean Ethics, where he wrote, It is easy to
perform a good action, but not so easy to acquire a settled habit of
performing such actions. Good habits do not come to us naturally
or easily. We acquire them in only one way, by acting. The secret
behind the formation of good habits is steadfast consistency in ones
actionsno exceptions, no excuses.
Sooner or later you will face an ethical dilemma and be forced
to decide what to do. If you are wise, you will proceed with your
eyes wide open, your mind fully engaged to understand the costs and
consequences associated with each possible choice. Your courage and
creativity will be tested to come up with smart responses. But ultimately you will realize that the greatest difficulty is that you must give
up something to get something else that you deem more important.
Weve seen many fine individuals who are scrupulously honest about
little things but who cave in when it comes to big things. Consider the
salesperson who would never think of fudging on reported travel expenses or misrepresenting the quality features of a product. Yet what
happens when this same salesperson is under pressure from higherups to sell additional product lines? Will that same salesperson make
promises knowing full well they cannot be kept? Will that salesperson
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say things that arent true about their product or a rivals product?
Does the salesperson quit? Or, does the salesperson go ahead with
whats asked just to hold on to a well-paid job? Everyone who lives
and works in our imperfect world knows that wisdom and judgment
are vital to effective performance and being able to sleep at night with
a clean conscience. Regardless of the situation, one must be willing to
face the fact that doing whats right will always extract a price.
How can we explain a persons integrity? Where does it come
from? How might one develop a settled habit of right-minded action?
From our own lives we realize that our actions always run through
our minds and hearts before they are played out. The key to living
with integrity rests on both wanting the right things and making the
right choices. The way to integrity starts by thoughtful inspection of
ones selfones motives, drives, desires, goals. The way to integrity
also involves overcoming four destructive obstacles: (1) desires born of
selfishness, (2) the relativists attitude that right and wrong are a matter
of personal opinion, (3) taking the easy way out by ignoring moral
problems, and (4) pursuing the approval of others to gain popularity.
These are the chief ways in which people harm their reputations and
cause others to mistrust them.
The Devil of Immediate Desires
On May 25, 2006, in a Houston courtroom, a jury found two men
guilty of fraud, making false statements, conspiracy, and insider trading. It was one of the biggest corporate scandals in U.S. history. The
verdict sent a message across America: No matter how smart and powerful you are, you cannot lie to shareholders. These men were not common thugs or hardened street criminals. They were highly educated
individuals; who, when their company was turning in record profits,
were held in high regard by Wall Street and prominent members of
their communities. They were sophisticated, smooth, well-connected,
and smartmaybe too smart. One held a doctorate in economics from
a major university and the other an MBA from one of the nations most
prestigious business schools.
Earlier, in a detailed account of the events leading up to this indictment, Fortune writers Bethany McLean and Peter Elkind wrote a
book about these men and the others who created and ran Enron. It
chronicled the events that led to the rise and eventual collapse of the
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energy giant in 2001, calling the men at the top, the smartest guys
in the room. Yet, on that Thursday morning in 2006, when their
trial ended, it was painfully clear that there is something of far greater
importance than smartness. Their heads slumped down as they heard
the jurys verdict, because Jeffrey Skilling and the late Kenneth Lay
understood at that moment that they might be spending the remainder
of their lives behind bars.
As you read this chapter, right now, there are thousands of people
around the globe thinking to themselves, I wish I hadnt done it. I
really didnt think Id get caught. Whatever it was that any one of
these people did, each now is thinking, Why was I so dumb as to
do it? It was wrong and I knew it. Yet I did it anyway. The people
who confront this fate might even include ourselves. One reason why
people do things they know are wrong is that they hand control of their
lives over to the devil of immediate desires. This devils trickery is fairly
simple to understand. Here is how he operates. First, he convinces us
that we can get whatever we want doing anything we want and get
away with it undetected, untarnished. Next, the devil of immediate
desires fans the flames, so to speak, of our greedy impulses. Before we
realize it, our impulses have grown so intense that they have gotten
beyond our capacity to control them. And if these moves are not quite
enough to get us to go over the edge and cause us to yield to our wants,
the devil of immediate desires whispers into our hearts, Go ahead.
You deserve these things you crave. You can get them by any means
you choose and not get caught.
One of the chief reasons why the devil of immediate desires is
so successful in defeating people is that he delivers on his promises.
People do get away with using dishonest or downright mean methods
to secure what they want. You might know of someone who operates
in these kinds of ways. Here is something else you might see in them.
After a while it grows easier for these people to give in to their desires.
Their pattern of doing whatever they want to get what they want
becomes easier for them to stomach. Then things turn worse. These
people become so inoculated from using their moral compasses that
they become disoriented from whats right and good. Each time they
get away with employing dishonorable methods it grows easier for
them to use them again, and then again. After a while it becomes less
uncomfortable for an individual to follow underhanded ways. But
something even more distressing happens to persons who follow this
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kind of pattern: They gradually come to believe that they are above
the rules and standards that everyone else is expected to follow. These
people convince themselves that they are special, above the standards
of right and wrong.
If the past provides a reliable indication of what will occur in the
future, we can expect more men and women will come to ruin by failing to control their ambition. The Greeks had a word for the source of
these peoples downfall, hubris. It means excessive pride, arrogance. It
can grow out of control in the hearts of practically everyone. Hubris is
rooted in the belief that one is so smart and so powerful that civilizations ideals and standards simply do not apply to them. Like Roman
emperors, who actually believed they were gods, those with hubris
believe that they can do whatever they want, and do it to whomever
they want, without repercussions. History teaches us that if all one
values is ones own smartness and power and things material, then,
just like a Roman god, there is no need to control ones self. Thats
what hubris leads one to believe.
In recent years you have probably read numerous accounts of
greedy, self-serving individuals running some of Americas bestknown companies. Dennis Kozlowski, former CEO of Tyco, comes
to mind as a supreme example. During his ten-year reign of greed,
as Fortune magazine put it, Kozlowski spared no expense as he used
corporate money to adorn his corporate offices and his numerous personal residences. His extravagances included a $20 million birthday
party for his wife (he reportedly charged $10 million of this to his
company because many of the guests there were Tyco employees),
a $6,000 shower curtain and $15,000 for each umbrella stand in his
home. Discovered by auditors, authorities charged Kozlowski with
pilfering $400 million from company coffers. In the end Kozlowski
and his CFO Mark Swartz, left Tycos reputation in tatters, its financial
condition in terrible shape.
Most cheating and wrongdoing involves petty, everyday little
things, not the massive fraud that we read about in newspapers. Yet
the hubris behind big-time swindlers and penny-ante cheats is exactly
the same, and it is just as self-defeating. Whether they do it in big
ways or small, those who cheat others usually exhibit a certain level
of arrogance, a feeling that they are above the laws and standards of
morality. A simple illustration of hubris came to our attention recently.
It involved a man, well call him Joe, who once showed up for a job
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interview with our friend Gail. When Joe entered Gails office to be
interviewed, she thought from the way he was dressed that he was a
used car salesman. A minute into the interview she learned that her
immediate impression was accurate. Indeed, he once was a used car
salesman. After asking the usual questions to learn about Joes employment history, Gail asked him if he had any other sales experience.
Oh yes, he said. Have you ever been to the Caribbean and bought
one of those 14 karat gold charms?
Why, yes, as a matter of fact I have, she replied. Do you sell
those?
Yes. Would you like to buy some?
Are they really 14 karat gold? Gail asked him.
No. They arent 14 karat. Thats what we tell people, but they
will never find out, he said.
Gail was taken aback. She paused a moment to collect her thoughts.
You know what? she said. I think this interview is over.
Defeating the Devil of Immediate Desires
Long ago Jim Casey, the man who founded United Parcel Service and
served as its chairman and CEO for many years, made a profound
observation. I sometimes think it unfortunate, said Casey, that so
many kinds of business transactions must be measured in terms of
money. For, in each transaction involving money, our selfish motives
are apt to take possession of us and tempt us to act in ways detrimental
to someone else. We may easily fail to recognize that our obligations
run two ways, in that we should give and get full value for every penny
exchanged.
We think Mr. Casey put his finger on the root cause of many
troubles. It is selfishness. How many people do you know who are
consumed with the concern, Whats in it for me? We examined numerous instances where successful business leaders ably demonstrated
high levels of integrity. What do you suppose they all did to overcome
their selfish impulses? They took a good, hard look at the situation
they were in, not from their own position but from the other persons
perspective. In an article appearing in Business Week recently, someone
asked Jack Welch, former CEO of General Electric, what he thought
made a great salesperson. His answer was, first and foremost, empathy
for the customer. A great salesman looks at a sale from the perspective
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of the customer and, when all the bargaining is over each party can
say the deal was fair. We cannot think of a better way of overcoming self-defeating tendencies born of selfishness than by developing a
sincere concern for the other person. How many times have you seen
people get themselves into trouble because they worried first about
themselves and then, if it occurred to them at all, considered the interests of the person with whom they were dealing? Just imagine all the
difficulties that could be avoided if this thought pattern were turned
the other way around.
Walter Haas, Jr., who ran Levi Strauss & Company in San Francisco
for many years, just as his father had done before him, once told
me (Charles) about an experience he had shortly after World War
II. It happened when a man named Stafford and his son, from Sedalia,
Missouri, called on Walters father, who was running Levis at the time.
The Staffords had a business, the J. A. Lamy Manufacturing Company,
and were looking for contract production. Could their firm sew Levis
on contract? Stafford and the senior Haas talked for a while and struck
an agreement: J. A. Lamy Manufacturing would produce a hundred
dozen trousers a day. Stafford and Haas shook hands and the bargain
was sealed.
On their drive home later that day, Walter, Jr., said to his father,
Dad, I saw the figures you agreed to with the Staffords and I know we
could have gotten that production for ten cents a dozen less than you
agreed to pay. The senior Haas told his son, I could probably have
done better than that. What you have to understand, son, is that when
you make a contract with someone, both sides have got to be happy
with it. And, the Staffords are happy with it. And because theyre
happy with it, I expect that one of these days well get another five
hundred dozen in that plant. A few years later, they did.
Another illustration of this powerful ideaof being just as concerned with whats in a bargain for the other person as you are with
whats in it for yourselfcomes from an experience of the Brunswick
Corporation, located north of Chicago. Brunswick once came out with
a new, high-performance bowling ball. These balls became an instant
success. Amateur bowlers loved them. The professionals who picked
them up began winning tournaments, one after another. Endorsements
from top money-winning bowlers sell bowling balls, lots of them. But
success was short-lived. It was found that these balls were susceptible to heat. Left in the trunk of a car on a hot day, the cover would
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soften. It is impossible to bowl with a marshmallow! Upon learning of

the problem, Brunswick CEO Jack Reichert, responded immediately:
Recall every ball.
Corporate accountants scurried in to Reicherts office with their
calculations. It could cost Brunswick over a million dollars. Reichert
persisted, Good, recall them all with a full cash refund to customers.
By the time all refunds were made, the cost to Brunswick totaled $2.5
million. Throughout the ordeal Reicherts words sounded loud and
clear, If our name means anything to a customer, when you make a
mistake youve got to pay for it.
The powers that people like Jack Reichert, Walter Haas, Sr., and
Jim Caseyand thousands of others who have done similar good
thingsused to overcome self-centeredness came in the form of a
much-talked about, ancient idea: the Golden Rule. The essence of the
Golden Rule is that each one of us ought to be as much concerned
with our neighbors well-being as we are with our own. The ideal
is to be impartial. This is not altruism, which places the welfare of
others ahead of self. What we are talking about here is evenhanded
treatment. This means that I should be impartial and not make a
distinction between my own well-being and the well-being of my
neighbor.
The Seductiveness of Relativism
In every office, shop, and factory across our nation there are to be
found inviting possibilities to pursue what thoughtful men and women
will disagree about as to whether they are right or wrong. The financial
officer of a small company going through tough times at the moment
well call her Jeanordered company accountants not to write off
unusable inventory (record its fair market value) because doing so
would reduce reported earnings and consequently have a negative
effect on the firms stock price. Jean tells herself that this is just a
temporary bending of accounting rules and that she will adjust the
inventory figure to reflect the correct amount next year when sales
and earnings are expected to be much better. Jean knows that whenever
market observers find small declines in a companys earnings the bad
news leads to irrational overreactionstock prices fall way beyond
reason. She feels that having the company stock take a sharp dive
downward is not in anyones best interest when it isnt, in her opinion,
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warranted. Its better to avoid hurting investors, Jean believes, so she

instructs her people to act accordingly.
Your mind might contain the seeds of ideas that could develop into
self-defeating tendencies. A popular notion that affects many lives in
destructive ways today is the ideal of trying to be seen as openminded. Open-mindedness, as many view it, means being accepting
of all standards and beliefs. Many people think that if we were all
more open-minded and accepting of differing beliefs, our increased
tolerance would eliminate conflict and discord. Just the other day
I watched a television program that contained a segment on a man
who had several wives. Each wife had children by him. This family
appeared quite happy with their arrangement. Now the man wants to
add an additional wife to the household. I suppose that those who
espouse open-mindedness would say that we should be accepting
of what these people are doing. After all, we arent being harmed
ourselves. Or are we? By accepting any and all standards of conduct,
could we in fact be harming ourselves?
A very wise person once pointed out to me (Charles) that there is
a big difference between accepting another human being lovingly and
accepting a persons unlovely actions. It is one thing to accept a person,
to value that persons humanity. It is quite another thing to accept a
persons behavior. Mothers and fathers know what it means to love
their children and to scold them at the same time. You might want to
think more about what being open to all points of view and beliefs
entails. Our experience suggests that this primitive notion of tolerance,
which we are examining here, leads to disturbing conclusions: (1) There
really is no certainty as to which standard of conduct is correct and
best. So, we are free to choose whichever standards suit our fancy at
the moment. (2) Since it is supremely important to accept others and
be accepted by them, we ought not to offend others by suggesting
that we believe our ways and beliefs are superior to theirs. We need
to accept the idea that any standard or point of view is just as good as
any other one. Its all relative. These beliefs are at the heart of whats
known as relativism. What relativists fail to grasp is that just because
a person firmly believes that a particular standard or ideal or point of
view is best or true or most correct, it does not follow that he or she is
intolerant of others who see things differently. It does not mean that
the person with deeply held convictions cannot coexist harmoniously
with those who believe differently.
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The Fallacies of Relativism

We can just imagine how Jean, the financial officer, mentioned in the
previous section, would find comfort in the relativists way of thinking.
It would afford her an easy out, a way to escape blame. Can you
see any harm in this? We think there is harm. For relativism keeps
humans from a full and honest assessment of themselves and their
actions. Relativism seduces people into doing whatever they feel like
doing. They will grasp for whatever they most want at the moment
and try to hold on to it by any means. Afterward, they defend their
actions by creating nice-sounding reasons to justify their purposes
and methods. The person who accepts everything as equally good or
correct may consider herself tolerant and open-minded, but in fact she
never thinks at all. What the relativist considers tolerance is in reality a
form of closed mindednesshe never opens his mind to struggle with
difficult questions having to do with how one ought to behave.
You can observe for yourself, in everyday encounters, examples
aplenty that will convince you of the reality of right and wrong. The
next time you witness a heated argument pay attention to what each
adversary says to the other. Just the other day, while waiting in a long
line, we observed a man cutting in ahead of a woman: Hey, who do
you think you are, crowding ahead of everyone else in line? Wait your
turn, just like everyone else. One man told us of a time when a family
tried to crowd ahead of people at an airport who were waiting to check
in for a flight. This man told us that the familys action made him so
angry that he stood up and in a loud voice said. Ladies and gentlemen,
Id like to introduce the Pig Family to you. This is Mr. Pig. This is
Mrs. Pig, and these are the Pigs children. In another instance a neighbor told us of an unpleasant experience he had with a repair service:
You promised me that if this dishwasher broke within six months,
youd come out and fix it at no charge. Im not paying this bill. It isnt
right for you to charge me.
As you listen to these kinds of squabbles, you will hear something
else, something you might consider astounding. You will always find
that there is much more to the argument than one persons behavior
displeasing another person. Each party will argue that their opponent
has violated some rule by which they think the world ought to operate.
You can always bet it is a rule which favors their position. Sometimes
too, people will argue that there is no rule, so they can do just as
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they please. Each party says that the other person is in the wrong.
Each will claim that their adversary did something that should not be
done. What can these disputes teach us? We can be sure that everyone,
even the most hardened criminal, believes that universal standards of
right and wrong exist, regardless of whether we know what they are.
Even the worst elements of society would prefer an ordered world
structured on right and wrong to a disordered world that is not.
You might think that highly educated people would be the first to
agree to the simple idea that right and wrong exist. Not true. Many
believe that the world is simply too complex for such simple ideas as
good and bad, right and wrong to exist at all. In an essay, Christina
Hoff Sommers wrote about a personal experience. At the time of this
incident Professor Sommers was teaching philosophy at Clark University. Sommers had been having a running debate with one of her
colleagues. Her colleagues position was that morality is relativethat
right and wrong are a matter of personal opinion. Professor Sommers
saw things differently. She believed that some things are right and others are wrong. One day Professor Sommers encountered her colleague,
who was quite angry and upset. Whats the problem? Sommers inquired. Its the students, her colleague replied. I just looked at their
term papers. They plagiarized. The students had broken a rulea
rule that she honored.
A person does not need a whole lot of schooling to know that
some things are clearly wrong. Lying is wrong. Stealing is wrong.
Cheating is wrong. Being a nuisance is wrong. Other things are right.
Telling the truth is right. Being kind is right. Giving your best effort
is right. Playing fair and by the rules is right. What makes something
right or wrong does not depend on the circumstances or your personal
opinion. Socrates said it this way: There is a real and objective right,
wholly independent of our opinions and wishes, which it is our whole
duty to try to discover.
If you want a practical guide for determining whether an action
is ethical, here is a suggestion. Many people call it the New York
Times test, which they use before deciding and acting. It goes like this:
Pretend that tomorrow mornings newspaper will have your decision
or action described in full detail. If you are okay with having millions
of people read about what you did, then it is probably ethical. A word
of caution is in order here. Dont allow the fear of getting caught for
doing wrong to be the main reason for acting ethically. A person of
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integrity will refuse to act despicably simply because it is wrong to do

so. Still, it is helpful to imagine how others might judge your actions.
This is because in doing so you will bring high-minded thoughts into
your head that can crowd out your selfish desires. Another useful guide
for making ethical choices is Immanuel Kants Categorical Imperative.
Drawing upon biblical principles, Kant (17241804) gave us a simple
test to use in making ethical choices. It is this: If you do not think
it right for everyone else to do what you are thinking of doing, then
that action is unethical. You should act in such a way that it would
be okay for everyone else in the world to act likewise. According to
Kant no one is above the laws of right and wrong. Therefore, one
should never make himself an exception to these standards for his
own convenience or wants. If people like Ken Lay, Jeff Skilling, and
Dennis Kozlowski had followed Kants Categorical Imperative, the
damage done to their companiesparticularly to the employees and
investorswould never have occurred.
The Perils of Turning a Blind Eye to Potential Ethical Problems
With work pressures what they are and with so many demands pressing
in on us, it is easy to ignore hints of possible ethical problems yet to
come. Yet, as we all know, its better to stop something going bad
when it is small, before it grows large and out of control. We hear
about something going on thats wrong or receive small hints of it, and
how do we respond? This is not a time to allow passivity to rule the
day. Our advice is, Act. And act quickly. Here is a simple illustration
of what we mean.
Rodger, a salesperson at a local automobile agency we know of,
once overheard technicians talking about a serious defect in one of the
used cars, an SUV on the lot, as he walked through the service area.
Actually, what Rodger heard was one technician telling another that
an SUV on the used lot had a problem with the motor that shifts the
vehicle from two-wheel to four-wheel drive. The technician remarked
that the problem was erratic; it happened only once that he knew about.
Still, it would be very expensive to repair. Several days after overhearing
this bit of information, a customer came on the lot, looked at SUVs and
found one he really liked. The customer made him a reasonable offer
on it. Rodger assured the prospective buyer that the vehicle was in fine
operating order. He really did not know with 100 percent certainty
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whether the SUV his customer offered to purchase was the one with
the problem. Nor did he know it was not the one with the problem.
So, by remaining ignorant and uncertain about the true nature of this
particular vehicle, he went ahead with the deal, feeling it was okay
because he just did not know the full story.
It is inescapable: there is always a cost associated with every choice
you make, particularly when the choice has moral implications. Extra
effort might cost Rodger a much-wanted commission. But thats only
one of the costs he should consider. There are other costs that deserve
attention toohis reputation, his self-respect, his customers wellbeing, damage to his employers reputation, damage to the image of
business in general. You can stop the possibility of getting into serious
ethical difficulties down the road by acting immediately when hints of
trouble first appear and the problem is still small and solvable.
The head of an aerospace company told us about a time when
his firm was charged with paying bribes to officials of a foreign government to secure contracts to build aircraft. Although he was not
involved with it and had no evidence that such behavior was going
on, this executive said that he had heard rumblings through the
company grapevine that persons inside his organization might be offering under-the-table payments. When the bribes were exposed and
his company was forced to pay fines for breaking U.S. laws, this executive lamented that he should have been more diligent. He said that
he was very busy at the time and did not look into it. In retrospect, he
wished that he had been more aggressive and stopped it before it happened. You can build trust between yourself and others and develop
a reputation for honesty if you follow this prescription: Be vigilant.
Act right before unnoticed bad things are allowed to proceed and
become big, embarrassing problems.
Get Ahead of ProblemsNip Them in the Bud
When one makes a mistake, even an honest slipup because of ignorance, the question is, Should I bring it out into the open and try
to correct it even though doing so might be costly? Heres an illustration of acting wisely before the potential future problem could
grow large. A salesperson we heard about once sold an office chair to
a customer who really would have preferred a taller model than the
one that was actually ordered and delivered. Perhaps the salesperson
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made a mistake by not looking into the available options more fully
and finding that a taller model was available. Nonetheless, the customer ordered the shorter version of the chair and it was delivered.
Later on, the salesperson learned that a taller model of the chair had
always been available. But by now the customer had already gotten the
shorter version of the chair and was using it. What to do? The salesperson realized that to remain mum would risk being discovered
and a damaged reputation could result. So the salesperson called the
customer, fessed up to the error and offered the customer the option
of returning the new chair, now in use, and receiving in its place the
preferred model.
The secret of developing a good reputation may be as simple as
addressing potential problems immediately in an open and forthright
manner. When he headed Zenith Corporation, John Nevin once chose
to deal with a possible public relations nightmare head-on, in an open
and direct way. The situation involved a television failure and it all
began one day when the senior engineering executive walked into
Nevins office. He closed the door and said, John, we have a failure
and its more serious than any of us imagined. Theres reason to believe
we might have a radiation problem. In a series of recent tests, Zenith
engineers detected small amounts of radiation being emitted from its
color television sets. Zenith had a long tradition of being a reliable
company and its senior executives knew that few things would strike
greater terror in a mother and father than having their child sit in front
of a radiation hazard.
Twenty-four hours later, John Nevin was on a plane from Chicago,
headed to Washington, D. C. There he would meet with people from
the U.S. Department of Radiological Health and explain everything
they knew. The regulatory bodies in Washington, D.C. have a procedure that, by law, they must follow to establish that a manufacturer
is not in conformity with the radiation standards. If the regulatory
agency concludes that the radiation standards are not being met, the
manufacturer has an opportunity to protest. If the protest fails, then
there is a formal investigation of whether there is a health hazard. But
these steps take time, as both Zenith executives and regulators knew.
Zenith and the regulators therefore agreed immediately to waive all
these procedures and move directly to testing sets for radiation hazards. They set up the procedures with government scientists and Zenith
engineers.
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When the initial tests had been completed the regulatory agency
issued its finding, saying Zenith has found certain of its receivers . . . to
be not in conformity with radiation standards. The Bureau is now
beginning an investigation to determine if there were any possible
adverse health effects. Within three months enough testing had been
completed to enable the Bureau to issue a bulletin saying that the
worst impact on the consumer would be the equivalent of the radiation
dosage equal to what one gets with a dental X-ray.
The Pursuit of Popularity
A great many problems that people cause for themselves come by
way of exactly the same capacity that enables them to be aware of
themselves. We all know that we are able to inspect our own behavior,
which frequently leads to our own betterment. In addition, this same
ability allows us to visualize how others will regard us. We realize that,
as humans, we are primarily social creatures, needing to belong, to be
accepted by others. We all want to be liked and appreciated. We love
whatever praise comes our way. These desires are not all bad. In fact,
they can be quite good for us. Social forces discourage our antisocial
urges and promote civility.
To a large degree how people regard themselves is determined by
how they think others regard them. Very seldom do our finest actions
arise from absolutely unmixed motives. Notice how attuned you are
to whats going on around you. Notice how you consider how your
words will be received by others before you speak. You choose your
tone and what you say. Notice that you also think about what you
want others to think of you. You will not simply try to protect your
reputation but will also consciously try to project the image that you
want others to have of you. In truth, like everyone else, you will do
things, expecting certain benefits in return. Yes, we are very calculating
creaturesand much of what we calculate is how to receive the praise,
the acceptance, and the recognition we crave from others. We give generously and then expect a reward. We do nice things anticipating favorable responses from those we help. The truth is that oftentimes what we
most want is not the actual fruits of our efforts but to bask contentedly
in the sunshine of our own self-approval and the praise of others.
Who can say that this is all bad? It probably isnt. But be careful. It
is from this same motiveexpecting something in returnthat many
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people bend to popular opinion, doing what they think will gain applause. Winning the approval of others is not always a clear gain. Many
people have damaged their reputations irreparably by pursuing popularity for themselves instead of what better judgment would regard
as wise. Often, whats popular with others is just plain wrong. Those
who act in ways designed primarily to win praise from the masses
frequently meet disastrous consequences. How often we hear of unpopular decisions that were once condemned by popular opinion but
were judged by history to be prudent. What clamoring crowds once
demanded be done has frequently, later on, proved to be just plain
wrong.
You might find yourself doing things that dont feel right on the
inside to secure the approval of others or get something you want
on the outside. The desire for acceptance and approval can become
a terrible force in any situations, but is especially harmful in work
settings. Weve seen people turn on their coworkersgossiping about
them, looking for their faults, hoping to find ways of causing them to
be fired or disciplined, spreading false rumors about what they said or
did. Victims of such maneuvers become outcasts. An outcast is easy
prey for others to gang up on and do mean things to in order to gain
group popularity for themselves.
Another way a person can harm herself is to lie to potential customers in order to make a sale and win favor with higher-ups. One
woman we know of worked for a business that trains young girls in
how to be models. The saleswoman we heard about would tell mothers, Your little girl is darling. Shes a natural for a career in modeling.
We can show her what she needs to be able to get big money contracts.
Sign her up for our course.
Learn to Just Say No!
One of our students, a woman named Mary, told of her experience
working behind the counter for a major car rental company at the
Columbus, Ohio, Airport. Her primary responsibility was to convince unsuspecting customers to purchase extra insurance for the cars
they were renting. The manager instructed Mary not to make the point
that the $12 insurance charge was per diem, just that the charge for
insurance was $12. Mary was told to say, Would you like this insurance for $12? and, not to say for $12 per day. It was the rental
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companys method of making more money. Mary told us that in her

view the rental company took advantage of the elderly, those who were
in a hurry, and those who did not understand the rental contract. Now
when customers returned their vehicles and found what they owed on
their bills, they were outraged. Between having to face her conscience,
which was tormented by having to use deceptive tactics being imposed by managers above her, and the unhappy customers, angry about
their bills, Mary decided to leave her job. I just could not do it, she
said.
In the years immediately following World War II the managing
director of Caterpillars European operations in Grenoble, France,
searched desperately for a suitable apartment. The housing situation
at the time was extremely tight. The city was bursting with people and
decent accommodations were scarce. After considerable searching, he
finally located an apartment to buy. It was a brand new, seven-room
suite on the sixth floor of the Park Hotel. When the manager and
the owners agents got to negotiating the final price, which had tentatively been agreed to already, the negotiator for the seller brought up
something else. He said, Well, of course theres the accommodating
payment to give you priority to get this apartment. This was the
first time anything like that had been brought up. At that, Caterpillars
managing director stood up, said, This meeting is adjourned. I dont
want your apartment, and he walked out. Word of this incident permeated the whole community. It let everyone know from that time on
that if you were dealing with Caterpillar in general, or its managing
director in particular, everything would have to be on the up-and-up,
open and aboveboard.
Face Yourself Honestly
Not long ago in our area a young man named Todd was found doing
something unethical where he worked and upper management fired
him for it. Todd worked at the entrance gate of a beach water park
where he sold entry passes. A local FM radio station ran a promotion
that summer, sending coupons to their listeners, who could then go to
the water park, present their coupon and receive a discount on their
admission. The station broadcast at 98 megahertzthus the 98-cent
discount. Todd discovered that the water parks control procedures
were lax and he took advantage of this. Most of the people who came
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to the water park did not have a discount coupon, so they paid the
regular admission price, which is $24. When Todd took their money, he
rang up $23.02 at his cash register and pocketed the 98 cents. Over the
many weeks he worked at the water park, he took in a few thousand
dollars for himself. Whats more, he told others who worked at the
entrance gate that they too could do the same thing and get away with
it. His scheme worked for most of the summer but someone got wind
of it, investigated the matter and Todd was found out and fired on the
spot.
In talking to Todd afterward, he said this:
Im not a bad person. Actually, Im a lot better than most people
I know. But lets face it. Everyone needs to look out for himself.
Sometimes that isnt very nice. I dont see the world in terms of
black and white. There are exceptions to every rule. Nobodys
perfect anyway. Besides, what harm is it to the water park? They
make lots of money anywaywhat I did is no big deal.
How often we hear people inventing excuses for their actions, attempting to give a reason for their errant ways. Are you an excuse
maker? As you examine yourself and your actions, guard against making up nice-sounding excusesexcuses which weaken any chance you
have to examine yourself with uncompromising honesty. These excuses are the handiwork of the devil of self-deception. Here are the
kinds of thoughts this devil puts into our heads for us to use to excuse
our actions:
r I was a victim of necessity. I had no other options.
r I made an innocent error. It was just a bureaucratic snafu. I didnt intend
to do it.
r He tells himself, Ill make an exception here. Just this once Ill ignore
the rules, Ill bend the truth, or Ill violate standards and agreements. It
wont hurt to do it this one time only.
r Its okay because it is the established pattern in this industry (or that
country, so it really isnt illegal or immoral.
r I had to do it for self-preservation. The thought is, We can do anything
if it is necessary to preserve our existence.
r I had to do it in order to protect my self-interest. It was in the best
interests of the company therefore we were expected to do it. In fact, we
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r
r
r
r
r
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probably ought to be rewarded for doing whats best for the business.
The argument is: one must do whatever it takes to survive.
I wont be found out. No one will ever know. Ill keep it a secret. By
escaping detection, Im home free.
What I did was really unselfish. Although it broke the law to sell it to
them, my customer needed the product.
It is too difficult to follow every little rule. I cant spend all my time
worrying about whether I violate insignificant laws or ethical standards.
I acted that way because thats just the way I am. Im just being myself.
I know I was wrong, but I cannot control myself. The impulse was just
too strong for me to resist.
I am a complex person with extraordinary talents and these sometimes
go against conventional standards that others follow. But if I am to
accomplish great things, I must be free to express myself freely, the way
I do.
What I do really doesnt make all that much difference in the great
scheme of things. Im just one individual.
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BE OF SERVICE TO OTHERS
Rise Above Indifference, Have an Ultimate
Concern That Goes Beyond Your Self,
Serve Others Generously
Mans highest distinction is the service of others.
George VI of Great Britain
In his accounts of the Persian Wars, Herodotus tells of the time when
Croesus, king of the Lydian empire at the height of its prosperity in
the sixth century bc, invited Solon, the Athenian lawgiver, to come
to Sardis and be received there as his guest in the royal palace. Solon
accepted. Passing through the court, Solon thought each nobleman,
richly dressed and attended to by a multitude of guards and footboys,
was the king. Finally Solon was brought before Croesus, who was
adorned with every imaginable rarity and curiosityjewels, gold, and
purpleand making a grand and glorious spectacle of himself. Solon
didnt express the slightest amazement at all the wealth he saw. Nor
did he lavish compliments on Croesus, as the king was accustomed
to receiving. Whereupon, Croesus commanded that all his treasure
houses be opened for Solon to inspect. Surely after seeing with his
own eyes the kings sumptuous furniture and luxuries Solon would
acknowledge their greatness and magnificence. But Solon was not
dazzled by the display of opulence which had awed so many others.
On the third or fourth day, after Solon had gazed upon the vast and
glorious treasures, Croesus asked the wise and well-traveled Athenian
a leading question: Stranger of Athens, whom, of all men that you have
seen, do you consider the most happy? This the king asked because
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he thought, surely, he was the happiest of all mortals. Solon answered

the king truthfully and without flatteryTellus of Athens, sire,
answered Solon. This answer must have baffled Croesus. He pressed
Solon again. Who, after Tellus, seemed to him to be the happiest?
The Lydian king thought hed at least be given second place. But when
Solon answered, Cleobis and Bito, the king thought him to be a fool.
We are told that Solons answers angered Croesus. Didnt his treasuries of gold and silver count for more than these other mens honor
and public admiration? He could not comprehend why Solon was so
dismissive of his ideal of happiness. Solon acknowledged the obvious,
saying to Croesus, I see that you are wonderfully rich and lord of
many nations. But he cautioned against saluting as happy one who is
still in the midst of life and hazards and believes possessions can be a
fortress for securing safety and comfort.
You can ruin your life or you can make it rich. It all depends
on what you choose to pursue. There are objects aplenty that glisten
and attract and substances that anesthetize the senses. It is tragically
easy to be blinded by harmful and limiting forces that mislead humans
from the depths and grandeur of what lifes experiences can offer
them. In our busy, noisy, self-focused, competitive world many people
devote their efforts exclusively to just one thing, getting. Day after
day their concerns focus on just one question: what must I do to get
what I want? Sadly, these people miss out on experiencing anything
beyond themselves and what they want. For them, work is purely an
economic exchange. Effort is doled out for an agreed-upon price. To
them, nothing is beyond commercialization. They are calculating in all
they do. They are preoccupied with just one thing, getting. Because
they operate this way they merely exist, unexcited and uninspired by
anything beyond their own immediate needs.
The Aim of Making Yourself Happy
One of the most destructive inner drives humans can have is that
of being overly concerned with their own happiness. Like Croesus,
many people today focus their primary attention on one thing, making
themselves happy. This drive can crowd out all other motives and
become an obsession. The sad truth is that overwhelming concern for
ones personal happiness is a telling symptom of something that is
terribly wrong within a human being. While it might sound odd to
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label happiness a problem, a problem it is. Of course we would all

rather be happy than sad. But the direct pursuit of happiness for its
own sake is self-defeating.
The examples of countless persons reveal to us an important truth:
happiness does not come from what one gets in the way of things
material or from the praises of others. It comes from following something each of us can develop from within ourselves. Paradoxically, the
greatest unhappiness also comes from within. It comes from focusing
attention on ourselves, from worrying about our own happiness. Elton
Trueblood once pointed out that most of those whom we honor in history have been strangely uninterested in the question of whether they
were personally happy. Our heroes are men and women who have
cared about justice or truth and have not even raised the happiness
question at all. Of course, many of them have actually been gloriously
happy, but it is not happiness at which they aimed. Their happiness
came from giving their lives to some worthy cause and serving that
cause unhesitatingly. To get happiness you must forget about it.
We once asked over one hundred of our countrys most successful
CEOs of the largest and best respected companies a question: What
has given you the greatest satisfaction in your career? Do you know
what they told us? It wasnt their pay and bonuses, which ran into
the millions. It wasnt the power and prestige that came with their
responsibilities. Nor was it the satisfaction of being able to sit atop
some mighty enterprise. No, it was none of the things that the average
person in the street might expect. Here is a sampling of what these
leaders said.
r Its having a reason for being on earth. Youve got to live a constructive
life.
r It isnt living for yourself. It is adding to the lives of others.

r Its taking care of othersthose who depend on you.
r The important idea here is not, What can I get with what Ive got?
Instead it is, What can I do with what Ive got?
r It is taking what God gave you in the way of talent and maximizing it
over as much time as God gives you to live.
One specific suggestion that you will find useful in escaping the
destructiveness of self-centeredness is to stop what you are doing
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and examine your own thoughts. Here are some destructive worries
people generally have that you can watch out for: Am I getting ahead
fast enough? Are others getting a better deal than Im getting? Do
I get to have the final say in things? Am I getting my way? Are
things convenient for me, giving me the least amount of trouble and
irritation? Do these questions sound familiar? Can you spot whats
at the core of them? Thats right. Its meme, me, me. It would be a
terrible mistake to think we ought not to be concerned about ourselves.
We should be. But self-centeredness is something else entirely; it is
destructive in any workplace. The self-centered person is unwilling to
cooperate; unwilling to give her finest efforts toward the attainment of
her work units goals if she is not in 100 percent agreement with them;
and not willing to sacrifice her convenience in order to accommodate
the wants and needs of others.
Dominating Desire Matters
Whenever you peer into a human heart you will find something at its
core dominating it. One of the best ways of improving the quality of
your performance at work is to make top-notch quality that best serves
the customer your uppermost concern. Not long ago while searching
for someone to build a set of doors for a large public building, a
knowledgeable person recommended a local company. We went to see
their shop foreman, the man who would be in charge of the project.
With our plan in hand, we showed the foreman what we had in mind.
He studied it for a while and said that he would not build the doors that
our plans called for. I wont let work like that come out of my shop,
he told us. He went on to explain why: the materials called for would
not stand up to the weather; the structural design was defective
the stiles in our design were not wide enough to carry the load; the
diamond-shaped panels our plan called for would, in time, lead to
unavoidable shrinkage and let in moisture, causing the wood to rot.
It was just a bad design all around: he was not about to allow such a
piece of work to be built in his shop. Another door design would be
needed. Then hed do the jobin a way that he respected, the right
way.
As humans, we have the capacity to look deep within ourselves and
see what dominates our heart. We are free to invite in other powers to
help us reshape our ultimate concern or to chose a more attractive one,
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one that will give us greater hope for a better existence and dignify
our days. You can make yourself your own worst enemy by not using
this important human capability and by allowing second-rate matters
to dominate your ambitions and shape your choices and actions.
The Destructiveness of Indifference
While driving to another part of town recently, we passed by a worksite
where a crew was repairing a downed power line. As our car crept past
the scene, we could not help noticing that several of the utility companys employees were standing around doing nothing. So, too, were
a number of police officers who were on the scene. It was impossible
for us to understand why four police cruiserstheir engines running
and lights flashingwere needed when the utility company had the
problem under control. In fact, it was their employees who directed
the traffic. Perhaps the reason why those half dozen or more persons,
who were on one payroll or another, stood around doing nothing in
particular was that they were enjoying the moment of not working.
But these unproductive people were also showing something else by
their actions: indifference to what they should be doing, to their work
responsibilities.
Look around and you might find a few people who are dominated by negative qualitiesthings like meanness, destructiveness,
selfishness, and other evils of many sorts. You might also be aware of
other lives that are guided and uplifted by the highest hopes and ideals
civilization has known: love, justice, truth, pursuit of holiness. But between these two extremesbetween those whose hearts are dominated
by the worst sorts of qualities and those whose hearts are dominated
by the best sorts of qualitiesis to be found one of the most pathetic
states known to the human condition. These are lives that have no
greater purpose than the pursuit of happiness. This widespread aim
inevitably leads a person to the state of littleness. There are many otherwise decent and potentially productive persons who have slipped
unknowingly and unintentionally into states of littleness. Littleness
results wherever there is indifferenceparticularly to things large and
enduring. The list of things to which one can be indifferent is endless.
One can be indifferent to being punctual, to completing assignments
in a timely manner, to dressing appropriately for work, to taking directions from higher-ups, to keeping up on the latest technological
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advancements, to being ethical, to working with others effectively, to

being a good team player. In the workplace indifference leads ultimately to ineffectiveness.
Contrast those who are okay with turning out sloppy work and
who allow defects to slip past with a cleaning lady I (Charles) observed
while walking across our campus recently. Her job was to clean bathrooms, to dust furniture, and vacuum floors. But she took pride in the
building in which she worked and since leaves had begun to fall from
surrounding trees, she saw something that needed her loving touch.
So, here she was, giving an extra effort, sweeping leaves off the steps
and walkway around the building in which she worked. It wasnt her
job but it was something she thought needed doing. So she did it. As
I walked past her I sensed in her a certain enthusiasm, a feeling that
she really cared more about keeping those steps cleared of leaves and
looking nice than she did about her own comfortfor it was cold and
crisp that morning. In her mind, I believe, work gave her a chance to
care about something. To her, work wasnt a form of drudgery to have
to put up with. It was an opportunity to serve. This cleaning womans
example gives us an excellent pattern to follow if we want to escape
the trap of littleness. It is to care about doing something that matters.
When one traces to its source the secret of the big life, he is led back
to the inner chambers of the human heart, where he finds dwelling
a dominating desire, an ultimate concern, for something large and
usefulthe Good. The Good is a philosophical term, meaning that
which ennobles the human condition, and there are endless possibilities for heightening the quality of life by pursuing the ideal of the good:
amicable working relationships, safe working conditions, eradication
of abuse and mistreatment of people, meaningful work, scientific and
technological advancements, quality products and services that consumers value and find enjoyable, profitable enterprise that rewards
employees monetarily and pays its fair share of taxes.
One of the worst things about indifference is that it makes the
human being inhuman. It is far more dangerous than anger and hatred.
Anger can lead to creativity. Many new ideas, novel artistic expressions,
and movements to remedy wrongs have grown out of anger. Hatred,
too, can bring responsepeople fight it, they denounce it, they disarm
it. But indifference, as Elie Wiesel, who was awarded the Nobel
Prize for peace in 1986, said, means no difference. A strange and
unnatural state in which the lines blur between light and darkness,
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dusk and dawn, crime and punishment, cruelty and compassion, good
and evil. Indifference is tempting, even seductive. Humans show their
indifference when they look the other way, choose not to try to right
a wrong, come to the aid of victims. As Elie Wiesel once said in a
speech, It is much easier to avoid such rude interruptions to our
work, our dreams, our hopes. For the person who is indifferent, his
or her neighbors are of no consequence. And, therefore, their lives
are meaningless. Their hidden or even visible anguish is of no interest.
Indifference reduces the other person to an abstraction. Indifference,
then, is not only a sin, it is a punishment.
Wiesel recalls the day when, as a young Jewish boy, American
soldiers liberated him and others from a Nazi concentration camp,
Buchenwald. He remembers their rage at what they saw. He will always
be grateful to them for that rage and for their compassion. This is
whats possible when people have an ultimate concern that pulls them
out of indifference. They have the capacity to be sickened by what
they seethey are made human by their capacity to care, to feel rage.
Anyone who works in a private enterprise knows how easy it is
to become so concerned with the bottom line that those who work to
make profitable results possible in the first place get neglected, their
interests ignored. In these circumstances, people are not seen as people
but as abstractionsa cost element necessary for work to be performed. When concern for making the numbers outweighs everything
else, those who perform day-to-day operations are invariably treated
horribly. You can always tell the caliber of a person by what it is that
makes them angry. Let us tell you about an incident that demonstrates
this.
In Chicago many years ago a man named Paul Galvin had a very
good ideaand he made it work. Paul saw a possibility of putting
radios into cars; and the radios his company made became popular
selling points for many automobiles. Maybe you have heard of his
company, Motorola. Today they make cell phones and other kinds of
technology-based products. But whats more interesting is how Paul
thought of his employees. One day while he was visiting one of his
plants he noticed a group of women working on a production line.
That wasnt so unusual. But what caught Pauls attention was that
these women were bundled up in overcoats trying to keep out the
cold. He asked the shop foreman, Why? The answer: because they
were running production on a single line and the remainder of the
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shop was idle, they were cutting costs by conserving fuel and heat.
Paul Galvin was outraged and reacted sternly: I dont care if there is
one woman working, or ten, or one hundred. You treat them all alike
and dont save money by abusing anyone.
Be in Awe of Powers and Ideals Greater than Your Self
Harry Emerson Fosdick captured a penetrating insight into the human
predicament when he observed that a persons thoughts can be focused
in three different directionsdown, out, and up. He can look down
on things and animals beneath him in the scale of life; he can look out
at comrades of his own humankind, upon a level with him; but he has
also this other faculty from which the finest elements in human life
have sprunghe can look up. The trouble with many people, said
Fosdick, is that they try to base their lives on the first two capacities
without the third. They master the elements below them; they live
amicably with their companions and associates. They fail to grasp the
fact that the greatest things humans do spring not from the things they
command, but from the things they reverence; not from the lowest
elements that serve them but from the Highest whom they serve.
Being in awe of things greater than self enables a person to have
the right feelings when these are the right feelings to have. Consider
the woman who regards right and wrong as being terribly important.
She is, thereby, able to feel shame and admit that she is wrong, ask
forgiveness, and work to restore relationships when she realizes she
has acted despicably. The man who values the dignity of others is able
to put his pride in its proper place and ask himself what he has been
doing lately to be an unbearable bore and nuisance to others.
By humbling oneself to higher values and standards, anyone can
grow richer and deeper as a human being. One of our friends told of a
time when a colleague witnessed an emotionally wrenching encounter
between a supervisor and a subordinate. The boss scolded a newcomer
publicly. He was unusually harsh in his criticisms of the employee and
he cursed at her. A coworker who witnessed the incident felt sickened
and the more she reflected on the incident the sicker she felt inside. In
fact, she trembled. So, courageously, the upset bystander went to the
abusive boss later in the day and confronted him. She expressed how
upset his actions had made her feel. To his credit, the boss listened.
Shortly afterward, the boss went to the employee he had scolded and
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apologized for his temper-filled outburst. He also apologized to the

witness he had upset. The boss recognized he had done something
wrong and acted to mend the damage he caused.
Two of the deadliest inhibitors of a persons capacity to be in awe of
the ideals that dignify life are pride and the inability to see the unseen.
Why is pride harmful? In every human life there is a mysterious urge,
an inner desire to control ones self. This desire can be both a blessing
and a curse. On the one hand this desire has led humans toward an
understanding of their universe and how to make their lives in it better,
more comfortable, more meaningful, more human. On the other hand
this desire has also sometimes led humans to feel that they are the
ultimate power in the universe. Something in our human nature calls
us to try to control our planet and all that goes on in it. But when we
do we also become vulnerable to believing that we are the only force
that is capable of control and the only power in control.
Afflicted with this kind of pride, humans begin to think that they
are also wise enough to make up the rules and have the final say. This is
the worst kind of pride. It involves believing that nothing greater than
ourselves exists. It deceives people into believing that nothing is so
important as their own safety, comfort, and material well-being. This
kind of pride makes a person incapable of seeing anything beyond
self. It leads a person to believe that the ultimate in intelligence is
human intelligence, that the greatest creative ability is human creative
ability, and that the finest artistic expression comes from human minds.
This kind of pride leads humans to feel that they alone define what
constitutes good and evil and they alone are the ones to make the final
judgments on what is right or wrong, good or bad.
A good way to escape many self-inflicted difficulties is to rise
above pride. A prideful person is incapable of being in awe of those
whose talents and accomplishments surpass theirs. They are incapable
of improving themselves by seeing how they might be better performers. Here is a simple illustration of what we mean. In his biography, the
great flautist, Jean-Pierre Rampal, wrote that young people, particularly Americans, have a hard time with criticism. They tend to feel that
they are an equal with even the greatest of the masters. As it is with
others known to be among the finest performers in their respective
fields, the source of Rampals greatness does not reside alone in his
innate talents. Rather, its source is his choosing to be in awe of the ungraspable ideals of musical expression, the perfection of the aesthetic.
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This same awe shapes also how he sees his role as teacher. The most important role of any teacher is to get students to be in awe of greatness,
not themselves. To this end, Rampal is brutally honest, not just with
himself but also with others. The most important criterion for any
teacher is honesty, said the great flautist. Its necessary to say what
you believe is true about the way a student plays. For some people,
says Rampal, this is a bitter pill to swallow.
One day a young American girl came to Rampal for a lesson. He
asked to hear what she had prepared to play. After a few measures,
the master stopped her. He tried to explain that she played the music
badly; she needed to work harder. My dear, the sound isnt good, the
technique is faulty and what you played sounded bad, he told her.
With tears in her eyes, the flustered girl protested: No one has ever
spoken to me like that before. Her response carried the implication
how dare you! Rampal told her that he didnt want to hurt her feelings
but he wasnt about to lie to her. What good would it be to say
bravo, cest magnifique! when the whole class can hear that you play
badly?
Dont Self-Destruct by Scorning Others
If a person feels superior to others, that person may come to think it
is okay to make belittling remarks or caustic comments to them. To
the person who scorns others, nothing is off limits. If one can get a
laugh or derive a feeling of superiority by degrading anothers dignity,
then do itthats the nature of mockery. Anything can be ridiculed.
Anything can be exploited for a cheap laugh. Anything can be taken
down. Nothing is sacred. Tom once published a story that recalled an
event in his boyhoodwhen he was sure of his strength and sensed
it had no limit. It illustrates, in epitome, the attitude of mockery and
how foolish it is to mock what ought never to be ridiculed.
My parents took my sister and me to the Portland (Oregon) zoo,
which was then a modest little park, with several dozen caged
animals displayed for the entertainment of the public. One of the
cages held a scruffy brownish-yellow male lion, an animal who
bore no resemblance to the King of the Beasts and snored more
than he roared. My sister and I dubbed him the Sleepy Lion and
would shout at him through the cage to wake up and amuse us.
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I dont know what possessed me that day to torment the beast.

Egged on by my sister, I put my head through the bars of the lions
cage and waited for him to open his eyes. I stared directly into
his eyes. My eyes on his eyes, his eyes looking away from mine,
avoiding my stare. Fully awake, rising to his feet, the lion walked
to the other side of the cage. I followed him. He looked back at
me. I stared him in the face. He looked away. I heard a soft growl.
I walked alongside him from one side of the cage to the other,
fixing him with my stare. Minutes passed. My sister had left to
join our parents at the picnic table.
I was alone with the lion. I stared and stared into his face.
He looked back at me straight in the face. For a second I lost
my concentration and thought of something. I dont know what.
I looked away. In that second, that split-second that I looked
awayI didnt realize I was pressing so close to the barsthe
lion, with a ferocity which has caused me to shudder years later,
threw his great brown-yellowish body against the metal cage,
locked his teeth into the bars, and with one outstretched paw
strained mightily through the bars to tear at me.
Stunned, I recoiled in cold sweat fear. I could not stay. I didnt
want to leave. I felt small, humiliated, ashamed of myself. I had
offended the beast as if I had offended God with my sin. I had
gone beyond the limit. Foolishly I supposed I could impose on
this powerful and mysterious beast my childhood games.
A good way to advance your standing in the eyes of others and

develop effective working relationships with others is to curb your
arroganceany feeling that you are better than others. Born of pride,
scornful ridicule of others, of established standards and values usually
invites self-defeating troubles. What Tom did as a small boy with
a caged lion, many adults do to others in their organization and to
their competitors. What makes these actions self-defeating is that they
crowd out better actions, actions that could actually lead to progress
in the form of better product, improved service, and more effective
interpersonal relationships. Any time a person tries to set himself
above othersthis is what one does in mocking othersthat person
sets himself apart from them too. It is difficult to work effectively with
such people.
In debates and heated exchanges it is very tempting to say things
that have truth to them but which are also hurtful and uncivil. These
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comments may be highly satisfying and amusing. They can even

provide others with a source of laughter. But these same comments
may also reveal a certain level of deeper meanness in the person who
blurted them out. Another surefire way of creating a negative impression and alienating yourself from others is by being an overly
aggressive critic. Practically every group or organization is plagued
with a person who feels it is his or her duty to criticize others and
practically everything else that goes on. In meetings, for example, this
type has a way of pinpointing every possible flaw or shortcoming in
what another person says or presents as a suggestion. Instead of working together with others toward the larger purpose, the self-appointed
critic focuses attention on humiliating coworkersperhaps the critic
enjoys doing this. It isnt that the critic dislikes others; its that he or
she seems to find enjoyment from coming off as superior to them.
Here is some practical advice that can help you defeat selfdestructive pride: any time you find yourself speaking scornfully of
someone or something else, ask yourself, Is this the best use of my
time? Am I making it harder for myself to work with this other person? Couldnt I be doing something else that would bring me a better
return? One specific way of not falling into the habit of being an
annoying critic is to focus on the good aspects of other peoples suggestions. In this way, you can encourage the better-quality thinking
that you desire and win the favorable opinion of those around you.
Seeing the Unseen
Another inhibitor of ones ability to be in awe of powers and ideals
greater than self is the inability to see the unseen. Our materialistic world is doing its best to convince us that the only realities are
those that we can see and touch. If you cannot measure it, the realists believe, then, it isnt important. Perhaps part of the reason for
these tendenciesto not see the unseenis that in modern societies
humans are becoming increasingly cut off from the natural world.
Whereas in earlier times they were able to witness natures miracles
birth, change, death, rebirthnow all they know is manicured lawns,
house pets, paved streets, skyscrapers, and electronic gadgetry. Isolated from the mysteries of life on our planet, humans begin to feel
that they themselves are the ultimate cause of what happens. For them,
reality becomes what one can see and touchwhat others have made.
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There are no mysteries to behold beyond what humans themselves

have created. For urban dwellers in particular, almost everything they
come into contact with has been made by humans. Nature is distant,
not experienced firsthand. And when it is, it is usually seen as some
kind of toy to be used for amusement or conquered, as recreational
enthusiasts scale rocks, ride about in their all-terrain vehicles, and run
river rapids on float boats. For many urban dwellers, nature is something they may experience by watching television programs. All thats
important to them are the tangibles. Having a sense of awe for things
like truth, beauty, justice, goodness, Godthe ideals and powers that
ennoble the quality of life on our planetis lost. The sad reality is that
it is the ability to see the unseen that gives human life meaning and
dignity.
Consider the situation where a sales manager tells a friend about
a move she is about to make to a better position in another part
of the country. She talks about the higher level she will fill in the
organization. She describes the office complex she will work in and
its convenience to where she will be living. She mentions the size of
her budget and her expense account. These are purposes for which
she has worked. But what she does not consider are the nonmaterial
possibilities of the new situation, possibilities that could provide her
with a lasting sense of significance: how she will be in a position to
improve customer service, improve the working lives of employees,
launch better products. Another illustration of the inability to see
the unseen arises almost every spring when the National Football
League drafts college playersa few of those drafted have one or
more years of college eligibility left to play. Notice the comments
you hear people make about these players: Hes smart to accept the
professional contract. With all the money hell get, hell have no more
worries. Those who say such things demonstrate a certain kind of
blindness. They are unable to see the value of things unseen: education,
intellectual and spiritual fulfillment, making oneself a more complete
person.
Think of Work as an Opportunity to Serve
The idea of service offers extraordinary possibilities for anyone. Viewing your work as a chance to serve others can enable you to perform
exceptionally well and derive enormous personal satisfaction from
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what you do. Let us begin our explanation of this idea by recounting
a simple, yet most revealing incident we observed in a cafe in Oregon.
There we noticed a young woman working as a server. After bringing
an order to customers at one table she went into another part of the
dining area where she cleared another table. After wiping the surface
with a damp towel, she bent over and sighted across the tables surface.
The sunlight danced off the table top, showing it to be completely
cleanall except for one small spot, which she rubbed away at further
to remove a stubborn residue. Now the table was cleaned to her satisfaction. Surely, this young womans ultimate concern extended far
deeper than clean tables. But if one were to peer more deeply into her
heart, one would find that she wasnt concerned at all with what she
would be getting. Instead, she was focused on givingshe wanted to
make sure that the table on which she would serve her next customers
was absolutely spotless.
If you want to improve your performance, elevate your image,
and derive increased satisfaction from what you do, try taking a service approach in what you do at work. We have witnessed countless
examples of ordinary men and women who have produced remarkable
results not in just their performance but in themselves as human beings
through serving. Working with a service-minded attitude can usually
change anyonedramatically and for the better.
Nathan Ancell, the man who with his brother-in-law started and
ran the Ethan Allen Furniture Company for many years, explained
the phenomenon we are examining this way. Human nature, Ancell
said, is controlled by the law of self-preservation, which leads to a
feeling that you should take care of yourself first, and take care of
feathering your own nest first, and you dont think of taking care of
somebody else first. But thats the way most people function and thats
why most people fail at becoming successful, because they put their
priorities backwards. We would like to point to one more piece of
evidence that supports the truth of this philosophy. All over the world
business people in their local communities meet once each week for
fellowship. These are the men and women who own and operate the
successful businesses in their communities. They are also the doctors,
lawyers, judges, and police chiefs that serve and protect. They are the
members of Rotary International. Whats Rotarys slogan? It is this:
He profits most who serves best.
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Why does service lead to a better world and to a better life than
the pursuit of being served? To answer that, lets consider what selfless
service demands of those who choose to follow that path. Living to
serve demands a radical departure from customary attitudes, orientations, and habit patterns. It requires boldness to put oneself second and
something greater first. It requires vigilance to monitor ones feelings
and actions to maintain these priorities. And it requires a person to
hold his or her pride in check and to not feel too smug, or proud or
self-righteous for what has been accomplished.
Servicewe are talking about genuine, authentic service
demands three things of a person. Each one is a challenge, yet each
is essential. An authentic service-oriented approach to work calls individuals to (1) obliterate oneself as the central focus of concern, (2)
make whatever sacrifices are necessary to shoulder the responsibilities
and carry out the work to be done cheerfully, and (3) never seek praise,
sympathy, or expect rewards, but to serve with an authentic attitude
of helpfulness and goodwill. If you follow these steps faithfully, after
a while you will change. In fact, once you acquire this pattern and it
becomes natural, you may never want to change back to the way you
once were.
Help Make Your Boss Look Good
One of the most practical suggestions we can make that will help
anyone succeed is this: act in ways that make life easier for your boss.
Help your boss to look good by doing your job especially well and
by contributing more than is asked or expected of youin a word,
overdeliver. In a world in which we measure success primarily by
what we get and where we are inclined to give our efforts grudgingly
unless we are assured of a payoff to ourselves, going above the call
of duty is rare. When the idea of work becomes purely an economic
exchange in a persons mind, something terribly limiting happens. That
person cripples his or her ability to serve, to make life easier for those
higher up in the chain of command. Gone is the joy that could come
from being generous and giving of oneself to a worthy causethe
success of an enterprise that does good things.
A man we know named Bill owns and runs a company that sells
and installs office furniture for businesses in San Francisco. When he
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was just getting started and in need of all the sales he could get, a friend
introduced Bill to a potential client. Bills firm won the contract, and it
was a big one, worth about $1 million. All seemed to be going well until
it was learned that a shipment of new office furniture that had been
ordered from a manufacturer back east was lost. The manufacturer had
no idea where the truck carrying the load of furniture wasthey had
contracted with an independent trucker to haul the load. One of Bills
key employees, his service manager, went to work on the problem.
She telephoned everyone who might be of assistance. After learning
what the truckers route was, she began tracing all possible leadshad
this truck been in an accident? By checking with local police and state
highway patrol records she made a breakthrough. It turned out that
the truck driver had a small business of his own on the side. In the
middle of a Midwestern cornfield this driver was growing marijuana.
The police got wind of it and arrested him when he stopped his truck
(loaded with the furniture order headed to San Francisco) to check on
his illegal crop. The truck was now sitting by the side of a country
road not going anywhere, its driver behind bars in a local jail. Bills
service manager contacted the manufacturer, who arranged for another
independent driver to transport the load to the west coast. She thereby
made her boss look good to his client.
Helping Others Generously
The glory of living is not found by grasping for and clinging to things
and saving oneself from hardships, but by spending ones days doing
whats truly worthwhile. The trick is to spend ones days wisely. It is
a sad day when a person knows what ought to be done but has not
the will to do it. The clock ticks, time passes, days turn into months,
months into years. Before long, life on earth has ended. To delay
doing is to destroyit is to destroy ones self. Holding on to ones
old ways where the self is center stagea demanding mouth to feed
and a frozen heart with an insatiable appetite for thingsis a form
of self-destruction. There is much to be said for acting immediately,
while it is day and one is free to act.
There is just one way to learn how to serve, and that is by serving.
Generosity is not a quality humans are born with. It must be learned,
and learning it involves acting in generous ways. When one serves
with a generous spirit, the value of service becomes apparent. In some
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families youngsters are taught to be service-minded not by the lectures

but by the deeds of their elders. Irving Stone, who headed American
Greetings, the firm his father started in Cleveland, told me of how he
learned the lessons of service. Our family was brought up with the
belief we ought to help take care of our neighbors. I remember in 1918,
there was an influenza epidemic. My grandmother was making soup.
All the neighbors were sick. I was a kid, nine years old, taking pots of
soup to everyone. We were drilled with that sort of belief. You dont
live for yourself.
We generally most admire and most willingly follow those who are
genuinely concerned about others. It isnt that we like them because we
get something from them. We value the persons they are as a result of
their generous nature. Their generosity permeates their every action.
By serving without expecting praise or reward, humbly, genuinely,
anonymously, a person escapes the ever-present ego-driven desire for
praise. When you learn to let go of what you cling to now and become
generous and service-minded in all you do, especially in your everyday
work duties, you will find yourself saying yes to life and derive the
highest form of satisfaction.
Have you heard the name Rockefeller? Sure you have. Who hasnt?
But there is one incredibly important fact that you might not know
about this man, John D. Rockefeller, the very Gibraltar of capitalism.
While in his teens, in Cleveland, Rockefeller worked in a commercial
house and attended Folsoms Commercial College. Each month, from
his weekly earnings of $3.50, he contributed $1.80 for religious purposes, which included his Baptist Sunday school and the Five Points
Mission in New York slums. Through summer and winters young
Rockefeller wore the same shabby coat; his contributions continued.
Perhaps the finest thing you can do in life is to set a good example
for others to follow. This is what we call the contagion of goodness.
Here is an example. Many years ago, a young man working for a large
corporation was distraught. His wife was diagnosed with incurable
cancer. They had four children, ranging in age from six months to
seven years. His companys medical coverage was inadequate to cover
the expenses he would incur to care for his children and pay his wifes
medical bills. One day the young man got a call. A senior vice president
and director of the company asked him to come to his office after work.
The young man went there. He sat down. A few words were spoken.
Then the vice president pushed an envelope across his desk toward the
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young man and said, I put some cash in there. You know I make a
hell of a lot more money than you do. I dont want you to sign a note.
If you ever get in a position at some point where you can repay it or
do the same thing for somebody else, you do that. I dont want any
obligation, but I want you to use it for the benefit of your wife and
kids. And I dont want you to have any worries about it because Im
never going to miss it.
Many years later the man whose wife died of cancer was in a
position to do the same kind thing for another person who was going
through what he had experienced years before. And he did, because
he remembered how grateful he was when someone helped him out
when he was going through tough times. Good produces more good,
its contagious.
We caution you that doing fine things for others always has a
negative possibility associated with it. That negative possibility is what
we talked about at the beginning of this chapter, the feeling of pride.
It is a smug, self-righteous feeling that can attack you immediately
after you have just done something good. Knowing that you have
done something good brings a feeling that you are slightly superior to
others because of what you have just done. Resist this temptation. It
is pride acting in its destructive way. Pride generally attacks us when
we are at our best because it is at these moments that we are most
vulnerable to its seductive powers. A woman does a fine and generous
thing. Thats good. But knowing what she just did, she is tempted
to feel she is a little bit better than the next person. This is bad. Its
destructive because pride can cause anyone to do good things for
the wrong reasonsto expect praise from others, to feel good about
oneself, to think of oneself as better than others, especially those helped
or served. The person who acts generously while selfishly expecting
rewards in return may get those rewards immediately but thats all this
person will receive. Most times these types are exposed for what they
really are, self-serving phonies. The wisdom of our ancestors tells us
this: it is a mistake to be disingenuous in serving others. It must be
authentic.
Being generous involves far more than just being charitable. It
ought to be thought of as a state of mind, an orientation to all that
one does at work. A generous person is a giving person, a person
who is more interested in serving others and seeing to it that they are
made better off. A man we know named Walter, who recently retired
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179
as national sales manager for a well-known company that makes and

sells cardboard containers, told us of a situation he once faced that was
made better because of his generosity. One Sunday afternoon, Walter
received a frantic phone call from one of his valued customers. The
customer told him that his firm faced a severe problem. They had just
learned from warehouse personnel that they were woefully short of
cardboard containers. And they needed several hundred dozen to ship
an important order to one of their customers. Walters generous nature
responded. He told his customer, Dont worry. I will personally see
to it that you will have those boxes tomorrow morning. This would
require special effort, because the warehouse containing the cardboard
boxes Walters company sold was closedno personnel were working
there that day.
After hanging up the telephone, Walter called one of his managers.
Meet me at the warehouse in fifteen minutes, he told him. Once at
the warehouse, Walter got to work. He located the needed containers,
got into a forklift truck and began loading them onto a truck. It took
several hours but between Walter and his manager, they got the needed
containers loaded and sent on their way in time for the promised
delivery. More interested in serving than snoozing that afternoon,
Walter and his manager made a good customer into a very loyal and
thankful customer. Now the next time this customers company is
receiving bids for cardboard containers, do you think price will matter
all that much?
Be generous. Pass your generosity on to others so they can receive
the gift of being service-minded and generous themselves. Youll never
miss what you give away in time, possessions, or efforts. When you
do you these thingswhen you serve others authenticallyyou will
find happiness, real happiness.
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INDEX
Abrams, Mike, 112
Adam and Eve, story, 67
American Greetings, 177
Anaconda Copper Co., 12, 62
Ancell, Nathan, 174
Anger, 122
Anticipation, of consequences,
5253
Appearance, personal, 13437
Apple Computer, 25
Aristotle, 142
Arrogance, 171
Attobi, Youness, 39
Austins Floor Store, 15
Awe, 16869
Bandura, Albert, 11
Bank of France, 50
Barclay, William, 56
Batory, Joseph, 34
Beers-Reineke, Brenda, 11213
Being for yourself, 1922
Bethlehem Steel, 129
Boy Scouts of America, 20
Bragger, the, 58
Branden, Nathaniel, 19
Brunswick Corporation, 14748
Butcher, Susan, 37
Canney Bowes, 139
Casey, Jim, 146
Cash, Johnny, 24, 5556

Caterpillar Corporation, 157
Characteristics important for
success, 139
Cincinnati Financial, 112
Complainer, 57
Compromisers, 14142
Considine, Frank, 12425
Constant talker, 5758
Creativity, challenges to, 8183;
the creative process, 9093
Credit-grabber, the, 6162
Criticism, 172
Croesus, 16162
Curiosity, 83, 11415; being
hospitable to, 8788; how to
become more creative,
9093
Danforth, Douglas, 15, 115
Danger, alert!, 41
Daydreaming, 4143
de Chardin, Teilhard, 1
Defensiveness, 108
Denial, 3032
Devil of immediate desires,
14344; defeating, 14648
Devil of self-deception, 15859
Dickens, Charles, 23
Dominating desires, 16465
Duty, 1314
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186
Edison, Thomas A., 94

Elkind, Peter, 143
Emotional dimensions in
situations, 6365; respecting
them, 6768
Emotions, how to handle negatives
ones, 3536
Empathy, 14647
Enron, 14344
Entrepreneur magazine, 19
Envy, 12427; defeating envy,
12627
Ethan Allen Furniture Co., 174
Ethical dilemmas, 14243
Ethical problems, ignoring, 152;
bringing them into the open,
15354; refusing to tolerate
unethical situations, 15657
Ewald, Paul, 8487
Expectations, of others, 2729
Expressing oneself, 8890
Facing oneself, 15758
Failures, dealing with effectively,
3233
False humility, 21
Farber, Barry, 19
Fears, 13
Feelings, 67
Folkerth, John, 133
Ford, Henry, 10
Fosdick, Harry Emerson, 168
Frank, George, 5051
Franklin, Benjamin, 99
Galvin, Paul, 16768
Garvin, David, 77
General Electric, 146
Generosity, 17679
George VI of Great Britain, 161
Goal setting, 4546
Golden Rule, 148
July 12, 2007
Index
Gregory the Great, Pope, 5

GTE, 48
Haas, Walter, Jr., 147
Habit-building, 117
Haney, Bill, 27
Happiness, overconcern for,
16263
Harvard Business Review, 104
Helgram, Bob, 94
Herodotus, 161
Hocking, William Ernest, 117
Hubbard, Elbert, 2
Hubris, 145
Human dimensions in situations,
6263
Humility, 168
Idinopulos, Thomas, 7, 42, 4445,
6364, 13435, 17071
Imagination, how to ignite, 834;
using, 8487
Impressions, making favorable
ones, 13032; creating favorable
first impressions, 7476;
guidelines for mannerly
behavior, 13537
Im special, 61
Indifference, 165
Inferiorities, how to handle, 3233
Initiative, 4, 7, 910
Inner caveman, 12124
Inner life, 23
Inner voice, 2426
Integrity, 13959
J.A. Lamy Manufacturing Co., 147
James, William, 110
Jennings, Waylon, 24
Jobs, Steve, 2526
Joel Hilgers Trucking, 39
Johnson, Samuel, 114
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Index
Judging urge, 9495

Kant, Immanual, 43, 152; Kants
Categorical Imperative, 152
Knowing oneself, 2223
Korn Ferry, 140
Kozlowski, Dennis, 145, 152
Kristofferson, Kris, 2425
Lay, Ken, 152
Learning, from solving problems,
99101; from failures, 107; new
job duties, 1089; a new skill,
1028; on ones own, 111; value
of, 101
Lee, Ivy, 129
Living consciously, 4041
Mahmoud, Shahir, 39
Making the boss look good,
17576
Managing time, 12830
Materialism, 172
McDonnell, Sanford, 20
McDonnell-Douglas Aircraft
Corp., 20
McKinley, President William, 2
McLean, Bethany, 143
Menk, Carl, 139
Mental decline, 116
Message to Garcia, 2
Mindless routine, 7881
Miscowich, Hattie Roush, 55
Mistakes, fear of making, 9394
Motorola, 167
National Can Co. 124
Nelson, Willie, 24
Nevin, John, 16, 154
New York Times test, 151
Newton, Sir Isaac, 96
Noncompromisers, 141
187
ONeil, George, 4445

Ondercin, Christopher,
3839
One-upper, the, 59
Open-mindedness, 149
Orange Blossom Special, 55
OSHA, 40
Pain-in-the-neck, eight ways of
being a, 5662
Pascal, Blaise, 41
Passivity, 6, 8, 12
Plato, 4344
Popularity, pursuit of, 15556
Powers of originality, guidelines
for, 8687
Pride, 169
Procrastination, 11819; defeating
procrastination, 11821
Productivity, 4546, 127
Pruden, Todd, 39
Puccini, Giacomo, 90
Punctuality, 13234; how to be
more punctual, 13334
Rampal, Jean-Pierre, 16970
Refining ideas, 9697
Reichert, Jack, 148
Relativism, 14849; fallacies of,
15052
Responsibility, 16; reasons for
failures to accept, 1617
Rockefeller, John D., 177
Rooney, Jim, 16
Rose, Pete, 26
Rotary International, 174
Rousch, Ervin T., 5556
Schnitspan, Ferdinand, 50
Schwab, Charles, 12930
Scorn, 170
Seeing the unseen, 17273
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Self, real self, 2627; desired self,

2627
Self-acceptance, 33
Self-assessment capacity, 20
Self-centeredness, 16364
Self-determination, 83
Self-discipline, 11737
Self-efficacy, 1012
Self-image, respecting other
peoples, 7071
Self-inspection, 117
Self-regard, 140
Selfish desires, 12122
Service, 16179
Sharing the sandbox, 7273
Shopsmith, Inc., 133
Skilling, Jeff, 152
Sloth, 5
Smith, Doug, 4849
Socrates, 115, 140
Solon, 16162
Sommers, Christina Hoff,
151
Stevenson, Robert Louis, 121
Stone, Irving, 177
Susita River, 46
Ten Commandments, 125
Texas Instruments, 104
Thinking, 3753; about being
productive, 4546; about
avoiding danger, 47; about the
bottom line, 4849; about
customers, 4647; about likely
consequences, 5253; aided by
established principles, 4952;
July 12, 2007
Index
ones way out of problems,

5052;
Thinking employee, value of,
3840
Togetherness, seeing things in
their, 43
Torrance, E. Paul, 89
Trueblood, D. Elton, 139, 163
$25,000 Idea, 130
Tyco, 145
United Parcel Service, 146
Unser, Al, Jr., 107
Unthinking habit, 7980
Uplifting others, 7374
Vesalius, Andreas, 114
Wagner, Arthur, 2
Wal-Mart, 3839
Watson, Charles, 9, 20, 3940, 49,
58, 6263, 66, 118, 13233, 139,
149, 166
Welch, Jack, 14647
Westinghouse, 15, 115
Wiesel, Elie, 16667
Wise, Chubby, 55
Work, as service, 17374
Work-escaper, the, 60
Xcel Energy, 39
Young, Steve, 34
Zenith Corporation, 16,
15455
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About the Authors

CHARLES E. WATSON is Professor of Management at Miami University (Ohio). A former manager with wide business experience, he
is the author of over two dozen articles and eight books on management, including Managing with Integrity (Praeger, 1991; a Book-ofthe-Month Club selection) and How Honesty Pays (Praeger, 2005).
THOMAS A. IDINOPULOS is Professor of Comparative Religions
at Miami University (Ohio). The author of many books, he has also
published more than eighty-five articles on religion, politics, and literature in such publications as the Journal of Religion, Scottish Journal
of Theology, and Journal of the American Academy of Religion.
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Are You Your Own Worst Enemy

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P1: KAE

Are You Your Own

July 12, 2007

July 12, 2007

July 12, 2007

Are You Your Own

THE NINE INNER STRENGTHS YOU NEED

Charles E. Watson and Thomas A. Idinopulos

Library of Congress Cataloging-in-Publication Data

All rights reserved. No portion of this book may be

The paper used in this book complies with the

July 12, 2007

July 12, 2007

Assume Responsibility, Initiate Action, Accept

Understand Yourself, Accept Yourself, Be Yourself

See Beyond the Obvious, Pay Attention to Your

Value Feelings, Treat Others with Dignity, Be

Exercise Your Imagination, Turn Failures and Mistakes

Be Curious, Reflect on Your Observations, Expose Your

July 12, 2007

Act with Integrity

Know Good from Evil, Right from Wrong, Defeat

Rise Above Indifference, Have an Ultimate Concern

July 12, 2007

July 12, 2007

by working people, particularly single women who need an income to

July 12, 2007

differing physiological attributes, most of it comes from what we make

July 12, 2007

on human lives and workplace productivity are well documented. The

July 12, 2007

July 12, 2007

4. The capacity to respect persons, to treat others with kindness, and to

The ideal for anyone is to become a complete person by using

July 12, 2007

is not as generous and evenhanded in its treatment of people as we

July 12, 2007

May 20, 2007

DEVELOP WHAT IT TAKES TO

May 20, 2007