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January 12 - February 3, 2020
Group Genius: The Creative Power of Collaboration.
Improv Wisdom: Don’t Prepare, Just Show Up by Patr...
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The Second City Almanac of Improvisation by Anne Libera.
Physicians, like all the rest of us, are in the moving business.
to move people from sickness and injury to health and well-being—doctors fare better when they make it personal.
injecting the personal into the professional can boost performance and increase quality of care.
we should recalibrate our approach so that it’s concrete and personal—and not for softhearted reasons but for hardheaded ones.
In both traditional sales and non-sales selling, we do better when we move beyond solving a puzzle to serving a person.
the value of making it personal has two
One is recognizing the person you’re trying to serve, as in remembering the individual huma...
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The other is putting yourself personally behind whatever it is that y...
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with this sign, he’s transforming his offering from distant and abstract—Washington, D.C., is not short on places that serve pizza and pasta—to concrete and personal.
For him, service is about literally being at the call of his customers.
the importance of what he’s doing isn’t the calls he’s receiving from customers. It’s what he’s communicating to them—namely, that there’s a person behind the pizza and that person cares about whether his guests are happy.
“The amount of hand-hygiene product used from dispensers with the patient-consequences sign was significantly greater than the amount used from dispensers with the personal-consequences sign . . . or the control sign,” Grant and Hofmann wrote.13
health and safety messages should focus not on the self, but rather on the target group that is perceived as most vulnerable.”
Raising the salience of purpose is one of the most potent—and most overlooked—methods of moving others.
Making it personal works better when we also make it purposeful.
Robert Greenleaf
“Servant as Leader”—and
Greenleaf argued that the most effective leaders weren’t heroic, take-charge commanders but instead were quieter, humbler types whose animating purpose was to serve those nominally beneath them.
“servant leadership”
servant first,”
to “do no harm,” to respond “to any problem by listening first,” and to “accept and empathize” rather than reject.
gave voice to their latent beliefs about other people and their deeper aspirations for themselves.
Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?”21
servant selling.
serve first and sell later.
If the person you’re selling to agrees to buy, will his or her life improve? When your interaction is over, will the world be a better place than when you began?
An effective seller isn’t a “huckster, who is just out for profit,” he said. The true “salesman is an idealist and an artist.”
Upserving means doing more for the other person than he expects or you initially intended, taking the extra steps that transform a mundane interaction into a memorable experience.
be sure you can answer the two questions at the core of genuine service. If the person you’re selling to agrees to buy, will his or her life improve? When your interaction is over, will the world be a better place than when you began?
