denis waitley - from motivation to motive-action

8/10/2019 Denis Waitley - From Motivation to Motive-Action

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“From Motivation To Motive-Action”21 Action Steps for the 21st Century

Denis Waitley

As e enter a ne millennium! each of us nee"s to un"erstan" the ma#nitu"e of socialan" economic chan#e in the orl"$ %n the past! chan#e in &usiness an" social life asincremental an" a set of personal strate#ies for achievin# e'cellence as not re(uire"$To"ay! in the )nole"#e-&ase" orl"! here chan#e is the rule! a set of personalstrate#ies is essential for success! even survival$ *ever a#ain ill you &e a&le to #o toyour place of &usiness on autopilot! comforta&le an" secure that the or#ani+ation! state or #overnment ill provi"e for an" loo) after you$ ,ou must loo) in the mirror hen youas) ho is responsi&le for your success or failure$ ,ou must &ecome a lifelon# learner

an" lea"er! for to &e a folloer is to fall hopelessly &ehin" the pace of pro#ress$ The poer &ro)ers in the ne #lo&al arena ill &e the )nole"#e facilitators$ %#norance ill &e even more the tyrant an" enslaver than in the past$ As you loo) in the mirror to see the21st Century you! there ill also &e another ima#e stan"in# &esi"e you$ %t is your competition$ ,our competition! from no on! ill &e a hun#ry immi#rant ith a ireless!han"-hel"! "i#ital assistant$ un#ry for foo"! hun#ry for a home! for a ne car! for security! for a colle#e e"ucation$ un#ry for )nole"#e$ Smart! (uic) thin)in#! s)ille"an" illin# to "o anythin# necessary to &e competitive in the orl" mar)etplace$Wor)in# lon# hours an" Satur"ays! stayin# open later! servin# customers &etter an" morecheerfully$ To &e a player in the 21st Century you have to &e illin# to #ive more inservice than you receive in payment$

These are the ne rules in the #ame of life in the ne millennium$ These are the actionsyou must ta)e to &e a lea"er an" a inner in your personal an" professional life$ .ymasterin# these profoun"ly simple action steps! you ill &e positione" to &e a chan#emaster in the ne century$

Action Step *um&er /ne - Consi"er ,ourself Self-0mploye"! .ut .e a Team layer$What this means is that you are your on Chief 0'ecutive /fficer of your future$ Startthin)in# of yourself as a service company ith a sin#le employee$ ,oure a small

company that puts your services to or) for a lar#er company$ Tomorro you may sellthose services to a "ifferent or#ani+ation! &ut that "oesnt mean youre any less loyal toyour current employer$ Ta)in# responsi&ility for yourself in this ay "oes mean that younever e(uate your personal lon#-term interests ith your employers$



The first i"ea is resolvin# not to suffer the fate of those ho lost their 3o&s an" foun"their s)ills ere o&solete$ The secon" is to &e#in imme"iately the process of protectin#yourself a#ainst that possi&ility 4 &y &ecomin# proactive instea" of reactive$

As) yourself these (uestions5

o vulnera&le am %6 What tren"s must % atch6 What information must % #ain6 What)nole"#e "o % lac)6

A#ain! thin) of yourself as a company$ Set up a trainin# "epartment in your min" an"ma)e certain your top employee is up"atin# his or her s)ills$ Ma)e sure you have your on private pension plan! )noin# that you are responsi&le for your on financialsecurity$

0ntrustin# the #overnment or an employer! other than yourself! ith your retirementincome is li)e hirin# a compulsive #am&ler as your accountant$

,oure the C0/ of your "aily life ho must have the vision to set your #oals an" allocateyour resources$ The min"set of &ein# responsi&le for your on future use" to &e crucialonly to the self-employe"! &ut it has &ecome essential for us all$ To"ays typicalemployees are no lon#er one-career people$ Most ill have five separate careers in their lifetimes$ 7emem&er! your competition is a hun#ry immi#rant ith a laptop$ Action Step *um&er /ne is to consi"er yourself to &e self-employe"! &ut &e a team player$

Action Step *um&er To - .e Fle'i&le in the Face of Daily Surprises$ We live in a time-starve"! overstresse"! violent society$ Much of our over-reaction to hat happens to usevery "ay is a result of our self-in"ul#ent value system! here e &lame others for our pro&lems! loo) to or#ani+ations or the #overnment for our solutions! thirst for imme"iatesensual #ratification an" &elieve e shoul" have privile#es ithout responsi&ilities$ Thiscon"ition is manifeste" in the hi#h crime rate an" in the increase in violence in the or) place here employees &lame their mana#ers for threatenin# their security$

% have learne" ho to &e fle'i&le in the face of "aily surprises! hich is one of the mostimportant action traits for a 21st Century lea"er$ % really havent &een an#ry for a&out 18years$ Durin# that time! no one has trie" to physically harm me or someone close to me$%ve learne" to a"apt to stress in life an" reserve my fear or an#er for imminently physically "an#erous situations$ % rarely! if ever! #et upset ith hat people say! "o or "ont "o! even if it inconveniences me$ % "o react emotionally hen % see someone



physically or emotionally a&usin# or victimi+in# another$ .ut %ve learne" not to seatthe small stuff$

%n Mo"ule 9! e "iscusse" the Serenity rayer hich is! “:rant me the Serenity to accept

the thin#s % cannot chan#e! the Coura#e to chan#e the thin#s % can! an" the Wis"om to)no the "ifference$”

ere are three rules for turnin# stress into success5

1$ Accept the ;nchan#ea&le - 0verythin# that has happene" in your life to this minute isunchan#ea&le$ %ts history$ The #reatest aste of ener#y is in loo)in# &ac) at misse"opportunities! lamentin# past events! #ru"#e collectin#! #ettin# even! har&orin# ill ill!an" any ven#eful thin)in#$ Success is the only accepta&le form of reven#e$ .y for#ivin#

your trespassers! you &ecome free to concentrate on #oin# forar" ith your life an"succee"in# in spite of your "etractors$ ,ou ill live a rear"in# an" fulfillin# life$

,our enemies! on the other han"! ill forever on"er ho you ent on to &ecome sosuccessful ithout them an" in the sha"o of their "ou&ts$

Action %"ea5 Write "on on a sheet of paper thin#s that happene" in the past that &other you$ *o crumple the paper into a &all an" thro it at the person teachin# this pro#ram atthe front of the room$ This sym&oli+es lettin# #o of past misfortunes$

2$ Chan#e the Chan#ea&le - What you can chan#e is your reaction to hat others say an""o$ An" you can control your on thou#hts an" actions &y "ellin# on "esire" resultsinstea" of the penalties of failure$ The only real control you have in life is that of your imme"iate thou#ht an" action$ Since most of hat e "o is a refle'! su&conscious ha&it!it is ise not to act on emotional impulse$ %n personal relations! it is &etter to ait amoment until reason has the opportunity to compete ith your emotions$

.y all means! rea" Daniel :olemans &est-sellin# &oo)! 0motional %ntelli#ence$ %t ille'plain hy e "o hat e "o! hen e )no &etter$

Action %"ea5 Write "on in your "iary one thin# you ill "o tomorro to help you rela'more "urin# an" after a stressful "ay$



9$ Avoi" the ;naccepta&le - :o out of your ay to #et out of the ay of potentially"an#erous &ehaviors an" environments$ When people tail#ate you on the freeay! chan#elanes$ %f they follo you at ni#ht! "rive to a ell-li#hte" pu&lic place$

When there are lou"! o&no'ious people ne't to you at a restaurant or clu&! chan#e ta&les!or locations$ Also! &e cautious of personal relationships "evelope" via the %nternet$ Withthe massive num&er of in"ivi"uals surfin# the net! the num&er of pre"ators increases inli)e proportion$ Alays &e on the alert for potentially "an#erous situations involvin# your health! personal safety! financial speculation an" emotional relationships$

Action %"ea5 What is one unaccepta&le &ehavior you have or allo others to "o to youthat you ill avoi" startin# tomorro6 0'ample5 The ay you "rive! &ein# aroun"ne#ative people! al)in# "on "ar) streets alone late at ni#ht! etc$

Action Step *um&er Three - Ta)e a roactive Approach to ,our ealth$ Thin) of your &o"y as a hi#h-poere"! finely-en#ineere" transportation vehicle! li)e a space shuttle$%nstea" of li(ui" hy"ro#en! your &o"y is poere" &y your on inta)e$ The foo" you eat isthe fuel that ener#i+es the vehicle$ What you put in your fuel tan) is &urne" &y your hi#h performance activity or - in the case of lo-octane! 3un) foo" - is "eposite" in your en#ine$ Thin) of your min" as the "river ho ta)es control of an" steers your &o"y tovictory or hits the all$ ,our &o"y is very much li)e a car$ Drive it ithout proper fuel or maintenance an" it ill fall apart$ ,ou ta)e it for #rante" to #et you here you ant to#o! until it &rea)s "on$ Then it "isrupts your ay of life$

<i)e your car! your &o"y only spea)s to you &y e'ception$ ,ou only notice it hen it is"ama#e" or inoperative$ .ut! unli)e your car! the spare parts &usiness for your &o"y is nota via&le option at present$

To com&at "isease an" a#in#! you nee" to )eep your &ones! 3oints an" muscles fle'i&lean" stron#$ The ri#ht e'ercise means ei#ht-&earin# e'ercise! not simply aero&ics$ The%nternational Colle#e of Sports Me"icine has no a""e" e'ercise ith ei#hts to itslon#-time recommen"ation of aero&ic e'ercise$ First! chec) ith your physician ho canassess your #eneral con"ition an" a"vise you a&out healthy levels of activity$ Secon"! &eaare that the effectiveness of e'ercise "epen"s as much on en3oyment as on the natureof activity itself$

=ust as important! if not more important than "aily e'ercise! is proper nutrition$ What youeat has a ma3or impact on "e#enerative "iseases$ Do eat a lo fat "iet$ >eep your fatinta)e to 1? percent of all "aily calories$ This ill )eep you lean an" &oost your immunity$ Do eat a lo salt "iet$ ;se a potassium-&ase" salt su&stitute on the ta&le an" incoo)in#$ Do eat a hi#h-fi&er "iet$ Fi&er protects the colon from cancer! loers cholesterol



an" sta&ili+es &loo" su#ar$ 0at @ to ? #rams of mi'e" fi&ers "aily! as in hole #rain &rea"s an" cereals! especially those containin# oat &ran! ve#eta&les an" fruits$ Do eat alo-su#ar "iet$ ;se a little fructose in place of ta&le su#ar$ 0at comple' car&ohy"rates in place of su#ar an" loo) for car&ohy"rate "rin)s seetene" ith +ylitol$ Do "rin) cleanater$ Drin) &ottle" or home-"istille" ater! as much as ei#ht #lasses per "ay$

Do eat an al)aline "iet$ /ur hi#h-fat! hi#h-su#ar "iet creates aci"ity$ So many people areno aci"ic that e spen" hun"re"s of millions of "ollars on antaci"s every year$

Do ta)e "aily nutritional supplements inclu"in# essential multi-vitamins! antio'i"ants an"minerals$ Current research confirms that e can no lon#er #et the essential nutrients fromour foo" alone$ We must supplement even the &est "iet ith nutrition to promoteresistance to "isease$ Do eat the ri#ht )in"s of foo"s an" stay aay from the fast-foo"!fat-foo" "rive-throu#hs$ ,ou are "oin# yourself an" your chil"ren a "an#erous! lon#-term

"isservice &y "evelopin# the ha&it of eatin# hi#h-fat! nutrition-poor meals$ Ma)e your health your top priority$ ,ou cant &uy your health or life &ac) after years of ne#lectin# ithile you earn your livin#$

Action %"ea5 <ist one activity you ill &e#in to "o tomorro to improve your health an"increase the (uality an" (uantity of your life$

Action Step *um&er Four - Con"uct a ersonal %nventory of ,our “>nole"#e7esources$” Self-)nole"#e has alays &een the )ey to preparin# for competition$>nole"#e of your attri&utes! a&ilities! interests! stren#ths! ea)nesses! an" traits isessential to ri"in# the front en" of the ave of chan#e into the ne century$ To fullyassess your on talents! reali+e that stu"ies confirm that hat e love an" "o ell aschil"ren continues as our latent or manifest talent as a"ults$

0'amination of your ee)en" or evenin# interests mi#ht reveal a #em of potential youcan apply to your vocation$ % stron#ly su##est you "ont unthin)in#ly rele#ate hat youlove to "o for yourself solely to ho&&ies$ ,ou mi#ht ma)e it! or at least inte#rate it intoyour lifes or)$

The ac(uisition of )nole"#e! hich is the ne #lo&al poer! is a life-lon# e'perience!not a collection of facts or s)ills$ *ot lon# a#o! hat you learne" in school as lar#ely allyou nee"e" to learn to secure a career$ With )nole"#e e'pan"in# e'ponentially! this isno lon#er true$ un"re"s of scientific papers are pu&lishe" "aily$



0very thirty secon"s! some ne technolo#ical company pro"uces yet another innovation$,our formal e"ucation has a very short shelf life$ <ife-lon# learnin#! once a lu'ury for thefe! has &ecome a&solutely vital to continue" success$ Continue #ainin# e'pertise an"avoi" thin)in# li)e an e'pert$

Action %"ea5 An e'cellent &enchmar)in# e'ercise is to spen" a ee)en" ith )eyassociates or family mem&ers an" "ust off your chil"hoo" memories$ 7emem&er hatyou really en3oye" an" ante" to "o most as a chil"$ The ne't activity in assessin# your interests is consi"erin# your current ones$ What "o you most en3oy after or)6 What "oyou most ant to "o on ee)en"s an" vacations6 What are your ho&&ies6 Can you &rin#more of hat you en3oy into your &usiness life6

Action Step *um&er Five - %ncrease ,our 7ea"in#! Writin# an" Boca&ulary roficiency$/ne of the most important (ualities of successful lea"ers is an a&ility to e'press thou#hts

an" )nole"#e$ 7esearch &y mana#ement an" human resource e'perts confirms that nomatter hat the fiel" of employment! people ith lar#e voca&ularies - those a&le to spea) clearly an" concisely! usin# simple as ell as "escriptive or"s - are &est ataccomplishin# their #oals$ Well chosen! carefully consi"ere" or"s can close the sale!ne#otiate the raise! enhance relationships! an" chan#e "estinies$

%n a orl" of e-mail! fa' "ispersal! voice mail! soun" &ites! concise reports! &usiness plans! an" meetin# &riefs! the in"ivi"uals ho can articulate their #oals! su&stantiate their claims! an" support their visions! ill on the future$ %n the 21st Century! literacy ill &ethe ma3or "ifference &eteen the haves an" have-nots$

Why "o feer than 1 percent of the pu&lic &uy an" rea" nonfiction &oo)s6 /ne reason isthat many oul" rather #et home than #et ahea"$ They are motivate" to #et &y an" #et pulle" alon# &y the company! the economy! or the #overnment$

Another reason is that many in"ivi"uals &elieve that information foun" in &oo)s!computer pro#rams! an" trainin# sessions has no value in the &usiness orl"$ o self-"elu"in#

As the ne tools of pro"uctivity &ecome the %nternet! the Di#ital Bersatile Disc! "irect"i#ital "onloa" of te't! au"io an" vi"eo! an" the com&ination of the interactivecomputer ith telecommunications! the people ho )no ho to control the netechnolo#ies ill ac(uire poer! hile those ho thou#ht that e"ucation en"s ith the"iploma are "estine" for lo-payin#! lo-satisfaction 3o&s$ %n almost the &lin) of an eye!our society has passe" from the in"ustrial a#e to the )nole"#e era$



%ncrease your rea"in# &y 1 percent$ Decrease your television atchin#! an" that of anychil"ren in your family &y ? percent$ Surf the %nternet an" su&scri&e to &oo) summaries!or "onloa" free chapters from "ifferent sources$ .y rea"in# &oo) summaries! you can#ain the essence of all the top &usiness &oo)s in a very &rief perio" of time$

Action %"ea5 7ea" at least one &oo) each month! an" listen to at least one a""itional au"io &oo) "urin# commute or "on time$ /ne of the &est sources for &usiness au"io &oo)sonline is M9au"io&oo)s$com$

All )in"s of rea"in# an" listenin# to fiction an" non-fiction ill increase your voca&ulary!ritin# an" presentation s)ills$ %ncre"i&ly! a mere 9!? or"s separate the avera#e person from those ith superior voca&ularies$

>eep a "ictionary &esi"e you hen you rea" an" loo) up every or" you "ont fullyun"erstan"$ Doin# that on the spot helps ma)e the or" part of your voca&ulary forever$An" "ont "epen" on your computers spellchec)er for your spellin#$ *ot all e-mailservice inclu"es spell chec)$ Also! you may &e calle" upon to rite lon#han" notes!memos! or information on hite &oar"s or &lac)&oar"s at meetin#s$ ,ou not only ant touse the ri#ht or"s$ ,ou also ill ant to spell them correctly$

A #reat ay to increase your literacy is to en#a#e in %nternet conferences an" to rea"summaries on the e& from services li)e Ama+on$com! .arnes an" *o&le an" other &oo)sellers$ The more interactive you &ecome in communications an" the less youin"ul#e in prime-time television! the more successful youll &ecome in all areas of your life$ >nole"#e is the ne poer$ An" literacy is the "oor to )nole"#e$ opefully!atten"in# this “Winnin# for <ife” pro#ram ill &e one of the )eys that ill open the "oor to your future for you$

Action Step *um&er Si' - Constantly ;p#ra"e ,our Computer <iteracy$ Many frien"sof mine ho ere convince" they oul" never &ecome computer literate are nocon"uctin# all their lon#-"istance communication &y e-mail an" %nternet phone calls$

Why must you &e#in usin# computers! if you are in a hi#h-touch &usiness! retire"! or arenot actively "oin# &usiness at all6 .ecause all the "evices e plu# in 4 computers!telephones! fa' machines! ra"ios! television sets! BC7s an" even )itchen appliances - areemer#in# into a unifie" information machine$ Bery soon! a sin#le "evice ill perform alltheir functions an" more$



To#ether ith our appliances our cre"it car"s! me"ical recor"s! automo&ile re#istrations!"rivers licenses! etc$ ill &e hoo)e" to#ether$ Scientists envision a small car" on hichour entire me"ical history ill &e electronically enco"e"$

Were on the threshol" of the #reatest e'chan#e of )nole"#e an" i"eas in history$ Whoill on an" control that intellectual property6 o ill it &e pai" for6 o ill theinformation transactions &e monitore" an" secure"6 What impact ill this have on future#enerations6 The ansers to these (uestions are anythin# &ut certain$ .ut hat is certainis that unless you are computer literate you ill &e illiterate$ ;nless you are online youill &e in the unemployment line! or youll &e earnin# minimum a#es$ ;nless yourenetor)in#! you pro&a&ly ill &e not or)in#$ ;nless youre comforta&le ith theinformation superhi#hay! youll &e roa" )ill on it$ ;nless you 3oin the #eneration of thefuture! you ill &e rele#ate" to livin# in the past$

The &i##est reason most people are hesitant to 3ump into the orl" of computers an" the%nternet! is that it is not in their comfort +ones$ Whenever e consi"er ac(uirin# a nes)ill! hether it is flyin# a plane! sno or ater-s)iin#! or #oin# &ac) to school! e procrastinate an" ma)e e'cuses! &ecause e feel a)ar" an" clumsy in tryin#somethin# e )no little a&out an" somethin# in hich others! o&servin# us! are more proficient in$ %n other or"s! e feel foolish in front of family! frien"s an" associates! &ecause e are a"ult roo)ies$ %ts o$)$ for )i"s to try ne thin#s$ .ecause theyre notafrai" of criticism or loo)in# silly$ They learn that in 3unior hi#h! hi#h school an" colle#e$

/ne of the most important i"eas you can #ain in this pro#ram is that inners ris) &ein# afool in the eyes of others in or"er to #ain e'pertise$ There never as a inner! hoasnt! first! a &e#inner$ .e illin# to &e#in &ecomin# computer literate$

The computer! once a formi"a&le challen#e for us! has &ecome an invalua&le tool! an" hassave" us time that e no spen" to#ether livin# a more &alance" life$ lan to spen"a&out ? to 1 "ollars a month! stayin# current! up#ra"in# your e(uipment an" softare!an" su&scri&in# to computer pu&lications$ The &est ay to )eep from fallin# &ehin" is to)eep a&reast of the tren"s$ .ecause the in"ustry is chan#in# ee)ly! you must assume thatall you have learne" ill nee" to &e up"ate" every ee)$ Thats hy theres no reason toait$ *o matter hen you &uy a computin# system it ill &e o&solete ithin a year! or nee" a complete up#ra"e$ Boice reco#nition systems ill &e commonplace in a couple of

years$

Action %"ea5 Su&scri&e to a computin# ma#a+ine or nesletter service that #ives youee)ly or monthly up"ates on the latest tren"s an" tools of technolo#y$



Action Step *um&er Seven - .ecome a :lo&al *etor)er$ .ill :ates! Microsoftsfoun"er! an" the richest person in the orl" &y several &illion "ollars! is convince" thatthe hu#e access to information ill tric)le "on to the consumer$ %n another to years! he pre"icts! most "ecisions such as hirin# a part-time or)er for your home! &uyin# aconsumer pro"uct! choosin# a layer 4 ill &e ma"e on a much more informe" &asis

&ecause of electronic communication$

%t chan#es the nature of competition! &ecause in a netor)e" orl"! e can i#nore#eo#raphic limits to our shoppin#$ eople! information an" services are mer#in# to#ether!all in the name of time-&ase" competitive a"vanta#e$

ere is a chec)-off list of important consi"erations$ o many on the list are part of your "aily life6

0-Mail is no the most popular metho" of communication ne't to the telephone inthe in"ustriali+e" nations$ An"! you can no transmit your e-mail &y voice mail$ %t is possi&le an" reasona&le to e'pect that you can anser 9 e-mail messa#es in onehour! or one every to minutes$ This is e(uivalent to anserin# personalcorrespon"ence at the rate of 9 letters per hour! ithout a secretary$

%f you communicate lon# "istance! nationally or #lo&ally &y phone 4 throu#h the useof %nternet phone or softare - you can tal) in"efinitely ithout lon# "istance phonechar#es over the %nternet$ .y payin# only the monthly! on-line service char#e! you can

re"uce your lon# "istance phone &ills immeasura&ly &y communicatin# ver&ally!computer to computer! ith in"ivi"uals havin# compati&le softare$

Since it ill &e "esira&le to &e multi-national in your &usiness an" personalrelationships! &y installin# forei#n lan#ua#e softare youll &e a&le to have all of your or" processin# appear on the screen in to lan#ua#es$

Select at least one ne lan#ua#e you feel ill &e "esira&le to learn "urin# the ne't feyears an" install the softare for that lan#ua#e$ .y havin# your correspon"ence appear in

&oth your native lan#ua#e an" one ne lan#ua#e! &oth in te't an" au"io! it is a #reat ayto learn$

As you loo) toar" the future! &e prepare" to have at least one of the folloin#5 An%SD* phone line for your mo"em$ A ca&le service for your mo"em$ /r a satellite"ish for your mo"em$ Ca&le an" satellite mo"em services ill &e man"atory as



re(uirements for spee" an" (uality of "onloa"in# lar#e (uantities of information an"#raphics increase$

0nsure that your computer is up#ra"e" for real-time au"io! M9! an" vi"eo

streamin#! so youll &e a&le to receive information from the %nternet in real time$Consi"er investin# in vi"eo conferencin# e(uipment that allos you to hol" livevi"eo conferences at multiple locations nationally an" internationally! ith multipleclients$ Althou#h vi"eo conferencin# ill not replace live seminars an" meetin#s! itill re"uce the costs an" #reatly increase the num&er of clients that can &e serve" atthe same time! in the )nole"#e century$

Action %"ea5 ic) at least to frien"s or &usiness associates livin# in other countries! or in other parts of this country! that you ill e-mail at least once every to ee)s$

Action Step *um&er 0i#ht - Ma)e Certain ,ou ave a ersonal resence on the Worl"Wi"e We& *o$

The reason its important for you to have your on e& presence no is that thousan"s of ne e& sites are &ein# "evelope" an" re#istere" every "ay nationally an"internationally$ ;nless you ma)e arran#ements no to protect your on name an"Eor company name! #lo&ally! as an %nternet site! your name may alrea"y &e tra"emar)e" an"re#istere" &y someone else$

ere are some #ui"elines! re#ar"less of hether or not you alrea"y have your on"omain site on the e&5

,our e& presence is not static! nor shoul" it &e treate" as a structure$ %t shoul" &e a constantly chan#in# infomercial an" rsum of your services$

Do not spen" a #reat "eal of money an" time creatin# an incre"i&ly artistice&site$ The o&3ect of a e&site is to "evelop a "ata&ase of (ualifie" prospects$ %n

or"er to have an effective e&site! you must provi"e a #reat "eal of important!relevant! value-pac)e"! free information to your visitors! ith enou#h variety an"su&stance to ma)e them return to your e&site often! an" certainly to provi"ethem an instant incentive to leave their names an" a""resses! so that you canfollo up$



For e'ample! the *ational .oar" of 7ealtors in the ;$ S$ offers #eo#raphyspecific information re#ar"in# schools! shoppin#! me"ical facilities an" other important "ata of interest to prospective &uyers or renters of real property$ *omatter here in the ;nite" States someone may &e consi"erin# relocatin#! thishome pa#e ill #ive ansers at no char#e$

An" &y provi"in# your name an" other particulars! the site ill "onloa" other specificinformation to you$ The services are constantly up#ra"e" an" a""e" to! to invite morethan one visit to the site$

Thin) of your home pa#e as an a"vertisement that nee"s to &e chan#e" an" freshene"ee)ly to &e competitive in to"ays consumer-"riven mar)etplace$ Contrary to hat youmay have hear"! % )no hun"re"s of in"ivi"uals ho alrea"y are ma)in# G2! toG1! per month via electronic sales on the %nternet$ Michael Dell! foun"er of Dell

Computer Company! an" currently the richest person in the orl" un"er the a#e of @!sells over 9 million ;S "ollars per "ay orth of computer e(uipment "irectly on the%nternet! ith no sales staff an" no retail outlets$

Action %"ea5 %f you "o not have your on name re#istere" as your "omain! "o it thisee)$ %f you "o not have your on e& site! "o somethin# this ee) to initiate this process$ %f you have your on e&site! "o somethin# to ma)e it more valua&le to visitorsthis ee)$ What )in" of free content can you a"" to your e&site that ill increase nevisitors ho leave their e-mail a""resses$

Action Step *um&er *ine - .e 7esponsi&le For ,our /n Financial Security$ There isno 3o& security$ ,ou cant rely on stayin# ith the same company throu#h retirement$ension plans! hen availa&le! are oefully ina"e(uate$ Social security &enefits ontcome close to coverin# your livin# e'penses in retirement$

The only ay to reach financial security is to plan for it no! re#ar"less of your a#e$ ,ouhave to "efine financial security in your on terms$ ave you "efine" the amount of assets that you nee" for financial in"epen"ence6

Financial security is that amount of assets that ill #ive you a specific income! after ta'es! to live li)e you ant to! ithout havin# to "epen" on "ay-to-"ay employment$

What is that amount for you6 % &elieve it is more than you thin)$ An"! % feel that if you"efine it! you can reach it in ten years or less$ Do you have a financial plan an" theassistance of a financial planner6 ,ou nee" &oth$ Alays retain a financial planner on a



fee-for-service &asis$ Dont mi' financial plannin# ith an investment &ro)er or insurance a#ent$ What are your financial #oals an" hat is your time line6 .ecause %starte" late in my (uest for financial in"epen"ence! % have a ma'imum five-year perio"remainin# for capital accumulation$

Action %"ea5 Wealth is not only &ase" on income! &ut also on e'pen"itures$ Are youspen"in# or investin#6 Are your purchases #oal-achievin# or tension-relievin#6 o "oyou use cre"it car"s6 ;se your cre"it car"s for services or purchases that retain their valueor that &uil" your &usiness$ Dont use cre"it car"s for vacations an" personalentertainment! unless you plan to pay the entire &alance in one or to months$ Try to payall your &alances in full monthly$ %n this ay! you avoi" the ri"iculously hi#h interest payments$ 7eali+e that payin# minimum &alances! at hi#h interest rates! means that youare payin# to or three times hat the ori#inal purchase as orth$

Most importantly! save at least H to 1 percent of your ta)e-home pay each month! &yritin# a chec) into a savin#s account or mutual fun" for that amount! as if it ere autility &ill or house payment$ The secret of most self-ma"e multi-millionaires iscompoun" interest$ %f parents save" one "ollar each "ay for their ne&orn infant! &y #oin#ithout a cup of Star&uc)s coffee! or a .i# Mac! or a soft "rin) for that "ay! &y the timethe chil" reache" a#e forty! he or she oul" have a million "ollars cash$ *o lotteryin"fall$ *o &rilliant investment strate#y$ =ust compoun" interest! hich .aron von7othchil" la&ele" “The 0i#hth Won"er of the Worl"$”

Action Step *um&er Ten - Start <ivin# in rime Time$ rime time is that perio" &eteenH an" 1 p$m$ "urin# hich most of the #eneral pu&lic atches television$ Commercialsin prime time are the most e'pensive! approachin# a million "ollars per minute$ ,our realsuccess in life ill ta)e a (uantum leap hen you stop atchin# other people ma)in#money in their professions performin# in prime time! an" start livin# your on "reamsan" #oals in prime time$ Time is the ultimate e(ual opportunity employer$ Time never stops to rest! never hesitates! never loo)s forar" or &ac)ar"$ <ifes ra materialspen"s itself in the no! this moment! hich is hy ho you spen" your time is far moreimportant than all the material possessions you may on or positions you may o&tain$ositions chan#e! possessions come an" #o! you can earn more money$ ,ou can reneyour supply of many thin#s! &ut li)e #oo" health! that other most precious resource! timespent is #one forever$

0ach yester"ay! an" all of them to#ether! are &eyon" your control$ <iterally all the moneyin the orl" cant un"o or re"o a sin#le act you performe"$ ,ou cannot erase a sin#leor" you sai"$ ,ou cant a"" an “% love you!” “%m sorry”! or “% for#ive you”! not even a“than) you” you for#ot to say$ 0ach human &ein# in every hemisphere an" time +one has precisely 1HI hours a ee) to spen"$ An" some of the most precious hours occur in primetime$



Consi"er this5 most of your "aytime hours are spent helpin# other people solve their pro&lems$ The little time you have in the evenin#s an" on ee)en"s is all you have tospen" on yourself! on your on "reams an" #oals! an" personal "evelopment$ Somethou#hts to pon"er5

ave supper ith your love" ones at least to to three times per ee)$ %ts the &est time for casual conversation to listen to hat those close to you feel isimportant in their lives$ Meal time is a time to "ialo#ue$

A television set is an appliance$ %t shoul" &e use"! at most! for to hours at atime$ %t shoul" &e off! unless specific pro#rams of interest are selecte"$ %t shoul"not &e use" as a one-eye" &a&y sitter$ For the most part! TB e'poses us to ne#ativerole mo"els$

%nstea" of atchin# television hy not rea" a #oo" fiction or non-fiction &oo)!rite a letter! en#a#e in a ho&&y or craft! call a frien" or someone in nee" of encoura#ement on the phone! netor) on your computer! #o out to an ethnicrestaurant! a home sho! an entrepreneurial sho! a musical recital! a play! afitness class! or cultural event$ Ta)e an art or photo#raphy class$ ;se prime timeto live the )in" of life others put on layaay$

Action %"ea5 %f you an" your familyEfrien"s atch TB! try not turnin# it on for one ee)$When you "o atch TB! re"uce &y ?J the amount of time you spen" atchin# it$

Concentrate your evenin#s an" free time en#a#e" in han"s on! real life e'periences! youcan touch! feel! smell an" en#a#e all your senses in$ %nstea" of virtual reality! insist on thereal thin#$

Action Step *um&er 0leven 4 .alance ,our Wor)loa" With a :enerous *um&er of Mini-Bacations for Ma'imum ro"uctivity$ .y re-ener#i+in# an" renein# yourself fre(uently! you ill avoi" &urnout an" &ecome much more motivate" an" pro"uctive$Dont )eep your nose to the #rin"stone for years an" ait for retirement to travel$.alance an" consistency are the )eys$ 0n3oy the process! not 3ust the result$ Dont fi#htthe passin# of time$ Dont fear it! s(uan"er it! or try to hi"e from it un"er a superficial

cosmetic veil of fa"s an" in"ul#ences$ <ife an" time #o to#ether$ Do en3oy each phase of life$ Do ma)e the most of each "ay! an" "ra ma'imum 3oy from each moment$

Many people to"ay are concerne" ith (uality time 4 time #enerally "efine" in part asthat spent on recreation! personal pursuits! time ith chil"ren! spouses an" frien"s$ While% certainly &elieve (uality time is important! % &elieve to other aspects of time aree(ually important$



First! one must also spen" (uantity time$ The avera#e father spen"s less than 9 minuteseach ee) in "irect one-on-one communication ith each of his chil"ren$ o can e possi&ly e'pect #oo" family relationships ith so little communication6

Secon"! one must spen" re#ular time$ Many supervisors an" company presi"ents #o for ee)s! even months! ithout seein# many of their employees$ Theres no su&stitute for re#ular meetin#s an" open forums in hich mana#ers an" team mem&ers can share i"eas$

Time has a "ual structure$ /n one han"! e live our "aily routines meetin# presentcontin#encies as they arise$ /n the other han"! our most am&itious #oals an" "esires nee"time so that they can &e assem&le" an" cemente"$ A lon#-term #oal connects pieces of time into one &loc)$ These &loc)s can &e ima#ine" an" pro3ecte" into the future as e "ohen e set #oals for ourselves$ /r! these &loc)s of time can &e create" in retrospect ase "o hen e loo) &ac) at hat eve accomplishe"$

%ts not in the ima#e of our &i# "reams that e run the ris) of losin# our focus an"motivation$ %ts the "ru"#ery an" routine of our "aily lives that present the #reatest "an#er to our hopes for achievement$ :oo" time mana#ement means that you ma'imi+e the "ailyreturn on the ener#y an" mental effort you e'pen"$

Ways to ma'imi+e your time pro"uctivity5

Write "on in one place all the important contacts you have an" all of your #oalsan" priorities$ Ma)e a &ac) up copy! prefera&ly on CD! DBD or Kip "isc$ Write"on every commitment you ma)e at the time you ma)e it$

Stop astin# the first hour of your or)"ay$ avin# the chat an" first cup of coffee! rea"in# the paper! an" sociali+in# are the three costliest openin# e'ercisesthat loer pro"uctivity$

Do one thin# ell at a time$ %t ta)es time to start an" stop or) on each activity$

Stay ith a tas) until it is complete"$

Dont open unimportant mail$ More than a fourth of the mail you receive can &etosse" &efore you open or rea" it! an" that inclu"es e-mail$



an"le each piece of paper only once an" never more than tice$ Dont set asi"eanythin# ithout ta)in# action$ Carry or)! rea"in# material! au"iotapes an" your laptop computer ith you everyhere you #o$ Convert "on time into uplin) time$

Spen" tenty minutes at the &e#innin# of each ee) an" ten minutes at the &e#innin# of each "ay plannin# your to "o list$

Set asi"e personal rela'ation time "urin# the "ay$ Dont or) "urin# lunch$ %tsneither no&le nor nutritional to s)ip important ener#y input an" stress-relievin#time$ Throu#hout the "ay! as) yourself! “Whats the &est use of my time ri#htno6” As the "ay #ros short! focus on pro3ects you can least affor" to leaveun"one$

An" as e sai" at the &e#innin# of this messa#e! ta)e vacations often! mini-vacations of to or three "ays! an" leave your or) at home$ The har"er youor)! the more you nee" to &alance your e'ercise an" leisure time$

Action %"ea5 lan a rela'in# 9-"ay vacation ithin the ne't three months ithout ta)in#any &usiness or) ith you$ 7eserve it on your calen"ar this ee)$

Action Step *um&er Telve 4 Mo"el ,ourself After the .est %n"ivi"uals! Who ave

roven Their Success /ver Time$ Do this &y &enchmar)in# the orl"s most a"mire"or#ani+ations an" people in an" out of your in"ustry$ elett-ac)ar" sen"s teams of toto four mana#ers to meet ith peers in other companies$ After e'chan#in# i"eas a&outlea"ership an" or#ani+ational practices! the &enchmar)in# teams e'chan#e comments$ %f you ant to &ecome or stay the &est! you must )no more than hat your competitors areup to$

,ou must )no the &est &usiness practices! herever they e'ist$ %ts a #oo" i"ea to rea" &usiness ma#a+ines to )eep current on hat the real movers an" sha)ers are "oin##lo&ally$

Action %"ea5 This month! rea" a &io#raphy of someone you a"mire ho has overcome#reat hur"les to &ecome successful$ When you learn hat many of them ha" to en"ure!you are less overhelme" &y the o&stacles you face$ 0very har"ship you face has &eenen"ure" an" con(uere" &y someone &efore you$



Action Step *um&er Thirteen 4 Set ;p a <earnin# 7esource at ome an" at ,our laceof .usiness With .oth ersonal an" rofessional Development Materials$ 0very officeconference! lunch! e'ercise! an" recreation room shoul" &e fille" ith personalenrichment materials inclu"in# vi"eos! au"ios! &oo)s! ma#a+ines! nesletters! an"softare$

Convert a special area of your home into a learnin# center! especially if you havechil"ren$ The tren" #lo&ally is to com&ine coffee house li)e Star&uc)s! ith &oo)storesli)e .arnes an" *o&le! to create a rela'in# learnin# environment$ %n the tenty-firstcentury! #ainin# )nole"#e ill &len" into our lives as part of our leisure time$ There areseveral ays to create more of an on#oin# learnin# environment at your place of &usiness$Many companies are as)in# employees to volunteer to rea" a specific tra"e or &usinessma#a+ine an" clip or scan articles relevant to the or#ani+ation$ 7e#ular e-mail "ispersalan" fa' "ispersal are also popular$ % also have &een participatin# in a variety of live%nternet conferences! inclu"in# (uestions an" ansers from all over the orl"$

%n to"ays fast-forar"! )nole"#e-&ase" orl"! if youre not movin# ahea" you arefallin# &ehin"$

Action %"ea5 Ma)e to files in your computer5 one for personal "evelopment an" one for professional "evelopment$ Donloa" articles an" e-mails that e"ucate an" inspire you inthese files$ ,ou also can scan articles from ma#a+ines into these files$ <oo) at these filesat least once per ee)$

Action Step *um&er Fourteen 4 .e a erson Who ractices *on-Situational %nte#rity$%nte#rity! a stan"ar" of personal morality an" ethics! is not relative to the situation youhappen to fin" yourself in an" "oesnt sell out to e'pe"iency$ %ts short supply is #ettin#even shorter! &ut ithout it! lea"ership is a faLa"e$ <earnin# to see throu#h e'teriors is acritical "evelopment in the transition from a"olescence to a"ulthoo"$ Sa"ly! most peoplecontinue to &e ta)en in &y &i# tal) an" me"ia popularity! flashy or &i+arre loo)s! an"e'pensive possessions$ They move throu#h most of their years convince" that thee'ternals are hat count! an" are thus "oome" to live shallo lives$ Men an" omen horely on their loo)s or status to feel #oo" a&out themselves inevita&ly "o everythin# theycan to enhance the impression they ma)e 4 an" "o correspon"in#ly little to "evelop their inner value an" personal #roth$ The para"o' is that the people ho try har"est to

impress are often the least impressive$ uffin# to appear poerful is an attempt to hi"einsecurity$

%n the 7oman 0mpires final corrupt years! status as conveye" &y the num&er of carve"statues of the #o"s "isplaye" in peoples courtyar"s$ As in every &usiness! the 7omanstatue in"ustry ha" #oo" an" &a" sculptors an" merchants$ As the empire &ecame ever more #ree"y an" narcissistic! the &a" #ot aay ith as much as they coul"$ Sculptors



&ecame a"ept at usin# a' to hi"e crac)s an" chips in mar&le an" most people coul"nt"iscern the "ifference in (uality$

Statues &e#an to eep or melt un"er the scrutiny of sunli#ht or heat in foyers$ For statues

of authentic fine (uality! carve" &y reputa&le artists! people ha" to #o to the artisanmar)etplace in the 7oman ua" an" loo) for &ooths ith si#ns "eclarin# sine cera!hich translates in 0n#lish to mean! without wax$ We! too! loo) for the real thin# infrien"s! pro"ucts! an" services$ %n people! e value sincerity! from the or"s! sine cera!more than almost any other virtue$ We e'pect it from our lea"ers! hich e are not#ettin# in our political! me"ia! &usiness an" sports heroes for the most part$ We must"eman" it of ourselves$

%nte#rity that stren#thens an inner value system is the real human &ottom line$Commitment to a life of inte#rity in every situation "emonstrates that your or" is more

valua&le than a surety &on"$ %t means you "ont &ase your "ecisions on &ein# politicallycorrect$ ,ou "o hats ri#ht! not fashiona&le$ ,ou )no that truth is a&solute! not a"evice for manipulatin# others$ An" you in in the lon# run! hen the sta)es are hi#hest$%f % ere ritin# a sin#le comman"ment for lea"ership it oul" &e! “,ou shall con"uctyourself in such a manner as to set an e'ample orthy of imitation &y your chil"ren an"su&or"inates$” %n simpler terms! if they shoul"nt &e "oin# it! neither shoul" you$ % tol"my )i"s! “clean up your room!” an" they inspecte" the con"ition of my #ara#e$ % tol"them that honesty as our familys #reatest virtue! an" they commente" on the ra"ar "etector % ha" installe" in my car$ When % tol" them a&out the vices of "rin)in# an" il" parties! they atche" from the upstairs &alcony! the ay our #uests &ehave" at our a"ultfunctions$

%ts too &a" some of our political an" &usiness lea"ers "ont un"erstan" that “What youare spea)s so lou"ly that no one really pays attention to hat you say$” .ut it is evenmore true that if hat you are matches hat you say! your life ill spea) forcefullyin"ee"$

%ts har"ly a secret that learnin# ethical stan"ar"s &e#ins at home$ A chil"s first in)lin#sof a sense of ri#ht an" ron# come from almost impercepti&le si#nals receive" lon# &efore he or she reaches the a#e of rational thou#ht a&out morality$ May&e youre as)in#yourself hat )in" of mo"el you are for future #enerations! remem&erin# that people are

either honest or "ishonest! that inte#rity is all or nothin#! an" that chil"ren cant &e foole"in such &asic matters$ They learn &y e'ample$

To remin" myself of my responsi&ility to live ithout a'! ith sincerity an" inte#rity! %too) the li&erty of re-ritin# 0"#ar A$ :uests poem! “Sermons We See” to apply tosettin# an e'ample as a real inner for my chil"ren an" #ran"chil"ren$



When inners are pai" a compliment! they simply respon"5 “Than) you$” Theyaccept value #raciously hen it is pai"$ They pay value in their conversations iththemselves an" ith other people$

A mar) of an in"ivi"ual ith healthy self-esteem is the a&ility to spen" time alone!ithout constantly nee"in# other people aroun"$ .ein# comforta&le an" en3oyin# solitarytime reveals inner peace an" centerin#$ eople ho constantly nee" stimulation or conversation ith others are often a &it insecure an" thus nee" to &e proppe" up &y thecompany of others$

Alays #reet the people you meet ith a smile$ When intro"ucin# yourself in any neassociation! ta)e the initiative to volunteer your on name first! clearlyO an" alayse'ten" your han" first! loo)in# the person in the eyes hen you spea)$

%n your telephone communications at or) or at home! anser the telephone pleasantly!imme"iately #ivin# your on name to the caller! &efore you as) hos callin#$ Whenever you initiate a call! alays #ive your on name up front! &efore you as) for the party youant an" &efore you state your &usiness$ <ea"in# ith your on name un"erscores that a person of value is ma)in# the call$

Dont &ra#$ eople ho trumpet their e'ploits an" shout for service are actually callin#for help$ The shooffs! &ra##arts an" &lohar"s are "esperate for attention$

Dont tell your pro&lems to people! unless theyre "irectly involve" ith the solutions$An" "ont ma)e e'cuses$ Successful people see) those ho loo) an" soun" li)e success$Alays tal) affirmatively a&out the pro#ress you are tryin# to ma)e$

As e sai" earlier! fin" successful role mo"els after hom you can pattern yourself$When you meet a mastermin"! &ecome a master mime! an" learn all you can a&out hohe or she succee"e"$ This is especially true ith thin#s you fear$ Fin" someone ho hascon(uere" hat you fear an" learn from him or her$

When you ma)e a mista)e in life! or #et ri"icule" or re3ecte"! loo) at mista)es as "etourson the roa" to success! an" vie ri"icule as i#norance$ After a re3ection! ta)e a loo) atyour .A:$ . is for .lessin#s$ Thin#s you are en"oe" ith that you often ta)e for #rante" li)e life itself! health! livin# in an a&un"ant country! family! frien"s! career$ A isfor accomplishments$ Thin) of the many thin#s you are prou" of that you have "one sofar$ An" : is for :oals$ Thin) of your &i# "reams an" plans for the future that motivateyou$ %f you too) your .A: 4 &lessin#s! accomplishments an" #oals 4 to a party! an"



sprea" them on the floor! in comparison to all your frien"s an" the people you a"mire!you" ta)e your on &a# home! reali+in# that you have as much #oin# for yourself asanyone else$ Alays vie re3ection as part of one performance! not as a turn"on of the performer$

An"! en3oy those special meetin#s ith yourself$ Spen" this Satur"ay "oin# somethin#you really ant to "o$ % "ont mean ne't month or some"ay$ This Satur"ay en3oy &ein#alive an" &ein# a&le to "o it$ ,ou "eserve it$ There ill never &e another you$ ThisSatur"ay ill &e spent$ Why not spen" at least one "ay a ee) on ,ou

Action %"ea5 :o for one entire "ay an" ni#ht ithout sayin# anythin# ne#ative to yourself or to others$ Ma)e a #ame of it$ %f a frien" or collea#ue catches you sayin# somethin#ne#ative! you must put P "ollar in a "raer or container toar" a "inner or evenin# outith that person$ Do this for one month an" see ho has ha" to pay the most money

toar" the evenin#$

Action Step *um&er Si'teen 4 .alance i#h-Tech! With a i#h-Touch 0nvironment$,ou must thin) li)e a hi#h-tech research firm! an" act li)e a hi#h-touch service firm tosuccee" in the &or"erless! #lo&al economy$ The investment in human capital! the primacyof people! may &e the most important consi"eration in netor)in# for the future$ Somemana#ements that are reen#ineerin# their or#ani+ations an" or)forces are servin# off course ith a &elief that their first priority must &e to install hi#h-tech informationsystems$ As they see it! this is "oin# first thin#s first in the "ifficult a"aptation to the ne#lo&al competition$ %n fact! the most important reen#ineerin# may have more to "o ith people than systems 4 or! to put it another ay! the transformation may have to &e morecultural than technolo#ical$ Millions of "ollars have &een aste" on costly M%SQmana#ement information systemsR an" har"are &efore "iscoverin# that human capitalnee"s must prece"e hi#h-tech nee"s$

%m not su##estin# that ne systems! in particular information systems! are anythin# lessthan utterly essential$

%t oul" &e fatal to &elieve that &y &ein# a arm! hi#h-touch! customer-focuse" firm or in"ivi"ual! you can avoi" the investment in technolo#y that offers access to the #lo&alinformation netor)$ %t may amuse you or please you that your #ra"e-school chil"renten" to &e far more comforta&le an" s)illful than you! their parents! ith the computer an" ith the %nternet$

More to the point! nearly all school chil"ren in the "evelopin# Asian nations 4 at least! sofar! in the ma3or cities 4 are &ecomin# truly computer literate$ This is so central a"eterminant of ho ill succee" in the future that to fall &ehin" is li)e &ein# sentence" to



travel via frei#ht train in the a#e of or&ital space travel$ Successful firms an" in"ivi"ualsmust &e on the cuttin# e"#e of technolo#ical an" human s)ills$ ,ou must have &oth$eaven help you if youre a techie ho &elieves that &ein# hi#h-tech is enou#h to put youin touch ith the orl"O that electronic i+ar"ry alone ill someho provi"e thenecessary customer satisfaction$ That ill #et you run ri#ht over on the information

superhi#hay$ The Asian countries clearly reco#ni+e the nee" to &len" touch ithtechnolo#y$

As one of Americas most fre(uent flyers an" travelers! % see a #reat contrast &eteencustomer service in the ;nite" States an" other Western societies! an" in Asia$ % can nolon#er count the num&er of times % have misse" my fli#ht connections in the ;nite"States "ue solely to the lac) of sensitivity an" conscientiousness on the part of airlinestaff to cater more to the nee"s of connectin# passen#ers$

%f performance &onuses ere tie" to on-time "epartures an" e'cellent service! % feel thereoul" &e a mar)e" improvement$

% also cant count the num&er of times hen %ve travele" for most of a "ay or ni#ht!arrive" at a cro"e" lo&&y! an" aite" in line for over tenty-five minutes only to &e tol"that a convention ha" cause" some unfortunate over&oo)in#$ .ut if %" aite" another half-hour or so! a shuttle &us oul" ta)e me an" the others to an overflo hotel hichas no more than another half-hour aay$

For comparison! % coul" pic) virtually any Asian hotel of any stan"in#! &ut one thatcomes to min" is my e'perience ith Stanley ,en an" Taians 7it+ otel some yearsa#o$ To ensure that my stay oul" &e comforta&le! he sent me a customer-focuse"(uestionnaire several ee)s in a"vance$ Di" % prefer )in#! (ueen or to &e"s6 Don or re#ular pillos6 Soft or me"ium firm6 Woul" % re(uire a computer! fa' or BC76 What &evera#es oul" % li)e in my mini&ar6 *othin# as left to chance$ When e arrive" atthe Taipei airport! three Merce"es limousines pulle" up in front of the &a##a#e claimarea$ The "river of the first as in a tu'e"o! complete ith a top hat$ e 3umpe" out! ranto the &a##a#e carousel! spotte" the #ol" plate" &a# ta#s the hotel ha" sent us in a"vanceto i"entify our lu##a#e! an" retrieve" our &a#s$ With a &eam an" a &o! he sai"!“Welcome to the 7it+ otel! Denis Waitley an" family$”

The "river ra"ioe" the hotel in"icatin# each of our names an" here e ere seate" inthe cars! one car for the lu##a#e an" to for the passen#ers$ The #eneral mana#er as atthe "oor of the hotel hen e arrive"$ e #reete" us &y name as e left the limos! thenescorte" us throu#h the lo&&y "irectly to the elevators$ % as)e" a&out chec)in# in$ esmile" an" sai"! “We have &een e'pectin# you! an" e )ne you oul" &e tire" fromyour travels!” an" therefore all re#istration oul" &e han"le" &y a simple cre"it car"



imprint after e ere in our rooms$ /ur shoes ere shine"! lu##a#e repaire"! &uttonssee" onNthe response to everythin# as! “Can "o! no pro&lem$”

This is the economic &attlefiel" of the 21st Century in miniature$ There is more hi#h-rise

construction in Shan#hai! China! than in any other city in the orl"$ :overnment-one"Sin#apore Airlines! rate" continually at the top in customer service! is also a trainin#institute for top e'ecutives! ho learn ho fli#ht stear"s an" stear"esses! the mosts)illful in the &usiness! cater to passen#er customers$ After our every sip of ater in aon# >on# restaurant! our #lasses ere refille" to the rim$ My family an" % notice" thatevery aiter an" aitress seeme" li)e little ra"ar stations! searchin# for here serviceoul" ne't &e nee"e"$ /ur youn# aiter! ho as computer literate an" totally &ilin#ual!as or)in# his ay throu#h colle#e an" plannin# to finish his stu"y of finance atStanfor" ;niversity$ When he refille" our #lasses yet a#ain! e as)e" him hy theservice as so #oo"$ e replie"! “.ecause there are hun"re"s of thousan"s aitin# tota)e our 3o&s$ %f e "ont refill your #lasses every time! someone else is rea"y an" illin#to "o it$” This is hy e must all &e hi#h-tech an" hi#h-touch$

From Taian to Malaysia! from .ra+il to Me'ico! from %n"ia to 0astern 0urope! the necompetitors are hun#ry immi#rants ith cell phones an" laptops! illin# to stay late! an""oin# anythin# necessary to #et a seat at our &an(uet ta&le$

Action %"ea5 %n your &usiness! hat is one thin# you can su##est that ill improve thecustomer service of your or#ani+ation6

Action Step *um&er Seventeen 4 %nstitute a More Dynamic! roactive System for :ettin#.ac) to eople$

Consi"er the folloin#5

When you receive a letter! rite a short response in the mar#in of the letter an"either fa' or mail it &ac)! ithin minutes after rea"in# it$

%f it re(uires further action! set up a time-&ase" suspense file$ %f the person has ane-mail a""ress on the letterhea"! e-mail an anser$

ic) specific times to rea" an" anser mail an" e-mail$ Anser all e-mails ithin@I hours$ %f you cant respon" that soon! sen" a &rief e-mail “ill respon" as soonas current commitments allo$” 7ea" mail hen phone calls are not appropriate



to ma)e or receive$ Mail is &est rea" late at ni#ht or early in the mornin#$ Ma)eimportant out#oin# calls first thin# in the mornin#$ Ta)e non-critical incomin#calls! after screenin#! in the afternoon or early evenin#$

;se more han"ritten notes$ %n the a#e of fa' an" e-mail! a note in your onhan"ritin# si#nifies your special interest in that person$

Ma)e #enerous use of the free electronic #reetin# car"s on &luemountain$com$There is a salutation for nearly every occasion on that e&site$ % sen" at least tomusical car"s per ee)$

;se a specific color on your e-mail that is "istinctive an" easy to rea"$ Also!consi"er a""in# your photo to your e-mail an" also usin# the ne voice e-mail

no availa&le online$

As e mentione" earlier! consi"er sen"in# compati&le %nternet telephone softareto someone important to you in a "istant city or another country! so you cancommunicate often &y phone! ithout payin# lon# "istance char#es$

An"! perhaps most important in the communication process! hen you have procrastinate" #ettin# &ac) to someone! or you feel someone has sli#hte" you! or that youhave offen"e" someoneNplease ta)e the initiative an" ma)e the call$

% have learne" throu#h the years that the #reatest communication pro&lems occur hen nocommunication ta)es place$ /ne of ar)insons most important las is thatO “The lac) of communication creates a voi" that is (uic)ly fille" ith "ou&t! fear! an'iety! poison an"innuen"o$” Alays &e first to for#ive$ Alays &e illin# to listen$ Alays &e illin# toma)e the call that everyone else is afrai" to ma)e$ ,oull re#ret hat you "i"nt say or "omuch more than the thin#s you "i"$

Action Step *um&er 0i#hteen 4 <ive .y the Motto That 7epeat .usiness an"

rofita&ility are Directly 7elate" to 7elationships .ase" on Trust$ ,ou never close a sale$,ou only &e#in a lon#-term relationship here &oth parties in$

Can you thin) of a successful relationship ithout mutual trust6 .rea) that trust an" you &rea) the relationship$ Su&vert it an" its almost impossi&le to put to#ether a#ain$Creatin# a lon#-term relationship ta)es to or more people 4 hether theyre e'ecutives!



representatives of la&or an" mana#ement! or hus&an" an" ife 4 ho are #roun"e" in an"operatin# on the same non-situational honesty$

The central secret of #oo" communication is &rin#in# the other person over to your si"e

&y satisfyin# one of every persons most fun"amental emotional nee"s5 Ma)e him or her feel value"$ With rare e'ceptions! people ho feel value" 4 ho are alloe" to feelimportant in the sense that they are reco#ni+e" 4 anser ith openness! cooperation an"reciprocate" respect$ %f you ant respect! &e respecta&le$ %f you ant to &e love"! &elovea&le$ %f you ant to &e truste"! &e trustorthy$ %f you ant a life-lon# relationship!listen openly to the other persons nee"s$ Much more than tryin# to accumulate moneyan" poer! lea"ers in the ne era ill ac(uire #oo" ill &y helpin# their associates!customers! nei#h&ors! an" love" ones to in$ %nstea" of hat can you "o for me! e nee"to em&race the ne stear"ship role of hat can % "o for you$

Action %"ea 4 At the &e#innin# of each or)"ay! "o somethin# special for someone youor) ith or provi"e a service for$ At the en" of each "ay! say or "o somethin# positivefor a family mem&er or frien"$

Action Step *um&er *ineteen 4 .e Committe" to >eepin# ,our ersonal an"rofessional <ife in .alance$ We tal)e" earlier in this pro#ram a&out livin# in prime time!rather than atchin# TB in prime time$ /n your ay to success ma)e certain you #rofrien"ships! not 3ust &an) an" mutual fun" accounts$ <ife is a collection of memories! notof material thin#s$ The 0#yptian pharaohs ere &urie" ith all their treasures! an" eremummifie" in hopes that they coul" en3oy their &ounty in the ne't life$ .ut e are onlycareta)ers of possessions$ There is a &i# "ifference &eteen stan"ar" of livin# an" (ualityof life$ Stan"ar" of livin# is &ase" on income earne"$ uality of life is the en3oyment of the millions of minutes in &eteen accomplishments$

avin# money is only one aspect of ealth$ To the sic) person! ealth is health$ To thelonely person! ealth is someone to tal) to an" share ith$ To the estran#e" person!ealth is hearin# or"s of love an" for#iveness$

.orroin# the free verse style from .rother =eremiahs classic poem! I’d !ick "ore #aisies! here are a fe thin#s %" "o! the secon" time aroun"$

I’d laugh at my misfortunes more. $pend more time counting my blessings than myblemishes. $pend more time playing with my children and grandchildren and less timewatching performers in the arena. "ore time en%oying what I have, less time thinking about the things I don’t have. If I could live my life again, I’d walk in the rain morewithout an umbrella and listen less to weather reports. I’d spend more time looking at trees and climbing them, less time flipping through maga&ines made from dead trees. I’d



spend more time fully involved in the present moment, less time remembering and anticipating. I’d smile more, frown less.

And most of all I’d be more spontaneous and active, less hesitant and subdued. 'hen

some spur of the moment idea came up to go hiking, playing Frisbee, coloring (aster eggs, singing in a chorus, going kayaking, or watching an eclipse, I’d be less likely to sit in my chair ob%ecting, )It’s not in our plan.*

I’d be inclined to %ump up and run out the door next time and say, )+es, we can* Although I can’t live my life again, I’m still going to live the new way every day any way. I’ll never have all the moments I’ve missed, but I do have all the time remaining.

Action %"ea 4 Choose one activity this month that you really ant to en#a#e in! &ut that

you have &een puttin# off &ecause it isnt a priority$ Sche"ule that activity in your planner! as if it ere a “must "o” &usiness or financial commitment$ When you have "oneit! hile you are still feelin# #oo"! sche"ule one for ne't month! an" "o it as lon# as youlive$

Action Step *um&er Tenty 4 Create ,our /n Mission Statement for ,our ersonalan" rofessional <ife$ To of lifes #reatest tra#e"ies are5 *ever to have ha" a #reatmission in life! an" to have fully reache" it so there is no challen#e remainin#$

Are you #oin# here you ant to #o! "oin# hat you ant to "o! an" &ecomin# ho youant to &ecome6 These are the (uestions e must as) ourselves$ Set some (uiet timeasi"e after you have finishe" this pro#ram an" see the to yous in the mirror of your min"5

1$ There is the reflection of the person you are to"ay$

2$ There is the ima#e of ho you ill &e in the future$

<oo)in# at my on life! % am incre"i&ly "ifferent in many respects from the person % asten years a#o$

As you reflect on your past an" anticipate the future! un"erstan" that virtually nothin# youhave e'perience" has &een aste"$ %t all &len"s to#ether into is"om an" )nole"#e! an"creates your on uni(ue &ran" of cultural "iversity$



Action %"ea5 %n your professional life! hat is most important for you to achieve in theremain"er of career6 %n your personal life! hat is most important for you to achieve inthe remain"er of your life6 Fin" a close frien" or associate you trust an" netor) ithoften! an" challen#e each other to continuously strive to reach these o&3ectives$

As you consi"er your mission in life! you may ant to use this final action step! *um&er Tenty-one! as your #ui"epost for the 21st Century5 Chase ,our assion! *ot ,our ension$ assion in your purpose ill help you ta)e control of your life! an" also #ive youone other a"vanta#e that is not i"ely reco#ni+e"5 A&out ten more years of life! onavera#e$ ursuit of a #oal ears out very fe people$ .ut they rust out &y the hun"re"s of thousan"s hen their pursuit of happiness turns into a #eriatric par)$ A 3o& is somethin#you "o for money$ A career is somethin# you "o &ecause you have an inner callin# to "oit$ ,ou ant to "o it$ ,ou love "oin# it$ ,oure e'cite" hen you "o it$ An" you" "o iteven if you ere pai" nothin# &eyon" foo" an" the &asics$ ,ou" "o it &ecause its your life$

.e inspire" to learn as much as you can! #ain s)ills as much as you can! to fin" a causethat &enefits human)in" an" youll &e sou#ht after for your (uality of service an""e"ication to e'cellence$ My nephe an" niece! Davi" an" ei"i! at the a#es of 9! ha"three little #irls 8! ? an" 2$ /n an anniversary some years a#o! they ent out "ancin# an"the mar#arita she ha" must have &een one poerful fertility "ru#$ She &ecame pre#nantthat ni#ht! an" ith no inci"ence of multiple &irths in our family! ei#ht months later! she"elivere" (ua"ruplet #irls! prematurely$ % hurrie" "on to the Chil"rens ospital in SanDie#o to #et a photo opportunity an" possi&le me"ia covera#e as “;ncle Denis of theWaitley ua"s$” They tol" me to stan" in the corner! sayin# % ha"nt contri&ute"anythin#$ The TB anchoroman as)e" my niece ei"i ho she felt$ She sai"! “% feel alittle tire"$ Were #oin# to nee" a ne car$” They turne" to my nephe Davi"! hoseeyes loo)e" li)e &urnt cor)s$ “Davi"! as the father! ho "oes it feel to have seven little#irls un"er the a#e of seven6” Davi" replie"! “Were not #oin# to nee" a ne car! erenever #oin# anyhere a#ain$” .ut thats not the point of the story$ %n a""ition to seein#them as on"erful parents "evote" to their seven little #irls! my attention as focuse" onthe neo-natal nurses carin# for the ne&orn (ua"ruplets! ei#hin# &eteen a poun" an" ahalf to to an" a half poun"s$ Carin# passionately for them li)e little &ir"s in nests$/&livious of (uittin# time$ *ot hearin# the lunch &ell at noon$ Doin# hat they love"$%nvolve" in helpin# improve the (uality of life$ We all cant &e Ti#er Woo"s! or .ar&raStreisan"! or =onas Sal)$ .ut e can chase our passion! not our pension$ ,oull alays "oell! hat you love most$ Thats the essence of all that youve e'perience" in this

pro#ram$

Action %"ea5 %f you ha" the time an" circumstances alloe"! hat is one of your most passionate "esires in life you oul" li)e to pursue6 %t coul" &e a ne &usiness i"ea!music! action! sports! or community service$ Startin# tomorro! chase that passion a little &it at a time

denis waitley - from motivation to motive-action

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