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Kindle Notes & Highlights
Whenever we get a new whale, we don’t attempt to do any training for some time. All we do is make sure they’re not hungry; then we jump in the water and play with them, until we convince them.”
We’ve learned from the killer whales that when we don’t pay a lot of attention to what they do wrong, but instead give lots of attention to what they do right, they do the right thing more often.”
After friendship is established, we try to find out just where we and the particular animal can meet on a basis of mutual trust and understanding.
“Catching people doing things right is what I’ve come to call—if you’ll pardon the pun—the WHALE DONE Response,”
The point of good management is to influence people to do the right thing when you’re not around.
Be positive with people and you’ll get positive results.’ ”
The one thing your competition can never steal from you is the relationship you have with your people, and the relationship they have with your customers.”
“Anticipate your team’s reaction and be honest with them.
“Rewards aren’t the issue. Trust is the issue. Fun is the issue. If we’re not having fun—if the whales aren’t having fun, if our people aren’t having fun—then forget it.”
If you don’t hire people on a performance review curve, why grade them on one?
If someone, no matter how they’re trained and encouraged, is not able to perform up to standard, they shouldn’t be punished. They should be shifted to a position where they can succeed.”
“we start the meeting by catching each other doing things right. Who’d like to go first?”
