Transcript for:
The Seven Habits of Highly Effective People - Part One: Paradigms and Principles Inside-Out

the seven habits of highly effective people by stephen r covey part one paradigms and principles inside out there is no real excellence in all this world which can be separated from right living david star jordan in more than 25 years of working with people in business university and marriage and family settings i have come in contact with many individuals who have achieved an incredible degree of outward success but have found themselves struggling with an inner hunger a deep need for personal congruency and effectiveness and for healthy growing relationships with other people i suspect some of the problems they have shared with me may be familiar to you i've said and met my career goals and i'm having tremendous professional success but it's cost me my personal and family life i don't know my wife and children anymore i'm not even sure i know myself and what's really important to me i've had to ask myself is it worth it i've started a new diet for the fifth time this year i know i'm overweight and i really want to change i read all the new information i set goals i get myself all psyched up with a positive mental attitude and tell myself i can do it but i don't after a few weeks i fizzle i just can't seem to keep a promise i make to myself i've taken course after course on effective management training i expect a lot out of my employees and i work hard to be friendly toward them and to treat them right but i don't feel any loyalty from them i think if i were homesick for a day they'd spend most of their time gabbing at the water fountain why can't i train them to be independent and responsible or find employees who can be my teenage son is rebellious and on drugs no matter what i try he won't listen to me what can i do there's so much to do and there's never enough time i feel pressured and hassled all day every day seven days a week i've attended time management seminars and i've tried half a dozen different planning systems they've helped some but i still don't feel i'm living the happy productive peaceful life i want to live i want to teach my children the value of work but to get them to do anything i have to supervise every move and put up with complaining every step of the way it's so much easier to do it myself why can't children do their work cheerfully and without being reminded i'm busy really busy but sometimes i wonder if what i'm doing will make any difference in the long run i'd really like to think there was meaning in my life that somehow things were different because i was here i see my friends or relatives achieve some degree of success or receive some recognition and i smile and congratulate them enthusiastically but inside i'm eating my heart out why do i feel this way i have a forceful personality i know in almost any interaction i can control the outcome most of the time i can even do it by influencing others to come up with a solution i want i think through each situation and i really feel the ideas i come up with are usually the best for everyone but i feel uneasy i always wonder what other people really think of me and my ideas my marriage has gone flat we don't fight or anything we just don't love each other anymore we've gone to counseling we've tried a number of things but we just can't seem to rekindle the feeling we used to have these are deep problems painful problems problems that quick fix approaches can't solve a few years ago my wife sandra and i were struggling with this kind of concern one of our sons was having a very difficult time in school he was doing poorly academically he didn't even know how to follow the instructions on the tests let alone do well on them socially he was immature often embarrassing those closest to him athletically he was small skinny and uncoordinated swinging his baseball bat for example almost before the ball was even pitched others would laugh at him sandra and i were consumed with a desire to help him we felt that if success were important in any area of life it was supremely important in our role as parents so we worked on our attitudes and behavior toward him and we tried to work on his we attempted to psych him up using positive mental attitude techniques come on son you can do it we know you can put your hands a little higher on the bat and keep your eye on the ball don't swing till it gets close to you and if he did a little better we would go to great lengths to reinforce him that's good son keep it up when others laughed we reprimanded them leave him alone get off his back he's just learning and our son would cry and insist that he'd never be any good and that he didn't like baseball anyway nothing we did seem to help and we were really worried we could see the effect this was having on his self-esteem we tried to be encouraging and helpful and positive but after repeated failure we finally drew back and tried to look at the situation on a different level at this time in my professional role i was involved in leadership development work with various clients throughout the country in that capacity i was preparing bi-monthly programs on the subject of communication and perception for ibm's executive development program participants as i researched and prepared these presentations i became particularly interested in how perceptions are formed how they govern the way we see and how the way we see governs how we behave this led me to a study of expectancy theory and self-fulfilling prophecies or the pygmalion effect and to a realization of how deeply embedded our perceptions are it taught me that we must look at the lens through which we see the world as well as at the world we see and that the lens itself shapes how we interpret the world as sandra and i talked about the concepts i was teaching at ibm and about our own situation we began to realize that what we were doing to help our son was not in harmony with the way we really saw him when we honestly examined our deepest feelings we realized that our perception was that he was basically inadequate somehow behind no matter how much we worked on our attitude and behavior our efforts were ineffective because despite our actions and our words what we really communicated to him was you aren't capable you have to be protected we began to realize that if we wanted to change the situation we first had to change ourselves and to change ourselves effectively we first had to change our perceptions the personality and character ethics at the same time in addition to my research on perception i was also deeply immersed in an in-depth study of the success literature published in the united states since 1776. i was reading or scanning literally hundreds of books articles and essays in fields such as self-improvement popular psychology and self-help at my fingertips was the sum and substance of what a free and democratic people considered to be the keys to successful living as my study took me back through 200 years of writing about success i noticed a startling pattern emerging in the content of the literature because of our own pain and because of similar pain i had seen in the lives and relationships of many people i had worked with through the years i began to feel more and more that much of the success literature of the past 50 years was superficial it was filled with social image consciousness techniques and quick fixes with social band-aids and aspirin that addressed acute problems and sometimes even appeared to solve them temporarily but left the underlying chronic problems on touch to fester and resurface time and again in stark contrast almost all the literature in the first 150 years are so focused on what could be called the character ethic as the foundation of success things like integrity humility fidelity temperance courage justice patience industry simplicity modesty and the golden rule benjamin franklin's autobiography is representative of that literature it is basically the story of one man's effort to integrate certain principles and habits deep within his nature the character ethic taught that there are basic principles of effective living and that people can only experience true success and enduring happiness as they learn and integrate these principles into their basic character but shortly after world war one the basic view of success shifted from the character ethic to what we might call the personality ethic success became more a function of personality of public image of attitudes and behaviors skills and techniques that lubricate the processes of human interaction this personality ethic essentially took two paths one was human and public relations techniques and the other was positive mental attitude pma some of this philosophy was expressed in inspiring and sometimes valid maxims such as your attitude determines your altitude smiling wins more friends than frowning and whatever the mind of man can conceive and believe it can achieve other parts of the personality approach were clearly manipulative even deceptive encouraging people to use techniques to get other people to like them or to fake interest in the hobbies of others to get out of them what they wanted or to use the power look or to intimidate their way through life some of this literature acknowledged character as an ingredient of success but tended to compartmentalize it rather than recognize it as foundational and catalytic reference to the character ethic became mostly lip service the basic thrust was quick fix influence techniques power strategies communication skills and positive attitudes this personality ethic i began to realize was the subconscious source of the solution sandra and i were attempting to use with our sun as i thought more deeply about the difference between the personality and character ethics i realized that sandra and i had been getting social mileage out of our children's good behavior and in our eyes this son simply didn't measure up our image of ourselves and our role as good caring parents was even deeper than our image of our son and perhaps influenced it there was a lot more wrapped up in the way we were seeing in handling the problem than our concern for our son's welfare as sandra and i talked we became painfully aware of the powerful influence of our own character and motives and of our perception of him we knew that social comparison motives were out of harmony with our deeper values and could lead to conditional love and eventually to our son's lesson sense of self-worth so we determined to focus our efforts on us not on our techniques but on our deepest motives and our perception of him instead of trying to change him we tried to stand apart to separate us from him and to sense his identity individuality separateness and worth through deep thought and the exercise of faith and prayer we began to see our son in terms of his own uniqueness we saw within him layers and layers of potential that would be realized at his own pace and speed we decided to relax and get out of his way and let his own personality emerge we saw our natural role as being to affirm enjoy and value him we also conscientiously worked on our motives and cultivated internal sources of security so that our own feelings of worth were not dependent on our children's acceptable behavior as we loosened up our old perception of our son and developed value-based motives new feelings began to emerge we found ourselves enjoying him instead of comparing or judging him we stop trying to clone him in our own image or measure him against social expectations we stop trying to kindly positively manipulate him into an acceptable social mold because we saw him as fundamentally adequate and able to cope with life we stopped protecting him against the ridicule of others he had been nurtured on this protection so he went through some withdrawal pains which he expressed in which we accepted but did not necessarily respond to we don't need to protect you was the unspoken message you're fundamentally okay as the weeks and months passed he began to feel a quiet confidence and affirmed himself he began to blossom at his own pace and speed he became outstanding as measured by standard social criteria academically socially and athletically at a rapid clip far beyond the so-called natural developmental process as the years passed he was elected to several student body leadership positions developed into an all-state athlete and started bringing home straight a report cards he developed an engaging and guileless personality that has enabled him to relate in non-threatening ways to all kinds of people sandra and i believe that our son's socially impressive accomplishments were more a serendipitous expression of the feelings he had about himself than merely a response to social reward this was an amazing experience for sandra and me and a very instructional one in dealing with our other children and in other roles as well it brought to our awareness on a very personal level the vital difference between the personality ethic and the character ethic of success the psalmist expressed our conviction well search your own heart with all diligence for out of it flow the issues of life primary and secondary greatness my experience with my son my study of perception and my reading of the success literature coalesced to create one of those aha experiences in life when suddenly things click into place i was suddenly able to see the powerful impact of the personality ethic and to clearly understand those subtle often consciously unidentified discrepancies between what i knew to be true some things i had been taught many years ago as a child and things that were deep in my own inner sense of value and the quick fix philosophies that surrounded me every day i understood at a deeper level why as i had worked through the years with people from all walks of life i had found that the things i was teaching and knew to be effective were often at variance with these popular voices i am not suggesting that elements of the personality ethic personality growth communication skill training and education in the field of influence strategies and positive thinking are not beneficial in fact sometimes essential for success i believe they are but these are secondary not primary traits perhaps in utilizing our human capacity to build on the foundation of generations before us we have inadvertently become so focused on our own building that we have forgotten the foundation that holds it up or in reaping for so long where we have not sown perhaps we have forgotten the need to sow if i try to use human influence strategies and tactics of how to get other people to do what i want to work better to be more motivated to like me and each other while my character is fundamentally flawed marked by duplicity and insincerity then in the long run i cannot be successful my duplicity will breed distrust and everything i do even using so-called good human relations techniques will be perceived as manipulative it simply makes no difference how good the rhetoric is or even how good the intentions are if there is little or no trust there is no foundation for permanent success only basic goodness gives life to technique to focus on technique is like cramming your way through school you sometimes get by perhaps even get good grades but if you don't pay the price day in and day out you never achieve true mastery of the subjects you study or develop an educated mind did you ever consider how ridiculous it would be to try to cram on a farm to forget to plant in the spring play all summer and then cram in the fall to bring in the harvest the farm is a natural system the price must be paid and the process followed you always reap what you sow there is no shortcut this principle is also true ultimately in human behavior in human relationships they too are natural systems based on the law of the harvest in the short run in an artificial social system such as school you may be able to get by if you learn how to manipulate the man-made rules to play the game in most one-shot or short-lived human interactions you can use the personality ethic to get by and to make favorable impressions through charm and skill and pretending to be interested in other people's hobbies you can pick up quick easy techniques that may work in short-term situations but secondary traits alone have no permanent worth in long-term relationships eventually if there isn't deep integrity and fundamental character strength the challenges of life will cause true motives to surface and human relationship failure will replace short-term success many people with secondary greatness that is social recognition for their talents lack primary greatness or goodness in their character sooner or later you'll see this in every long-term relationship they have whether it is with a business associate a spouse a friend or a teenaged child going through an identity crisis it is character that communicates most eloquently as emerson once put it what you are shot so loudly in my ears i cannot hear what you say there are of course situations where people have character strength but they lack communication skills and that undoubtedly affects the quality of relationships as well but the effects are still secondary in the last analysis what we are communicates far more eloquently than anything we say or do we all know it there are people we trust absolutely because we know their character whether they're eloquent or not whether they have the human relations techniques or not we trust them and we work successfully with them in the words of william george jordan into the hands of every individual is given a marvelous power for good or evil the silent unconscious unseen influence of his life this is simply the constant radiation of what man really is not what he pretends to be the power of a paradigm the seven habits of highly effective people embody many of the fundamental principles of human effectiveness these habits are basic they are primary they represent the internalization of correct principles upon which enduring happiness and success are based but before we can really understand these seven habits we need to understand our own paradigms and how to make a paradigm shift both the character ethic and the personality ethic are examples of social paradigms the word paradigm comes from the greek it was originally a scientific term and is more commonly used today to mean a model theory perception assumption or frame of reference in the more general sense it's the way we see the world not in terms of our visual sense of sight but in terms of perceiving understanding interpreting for our purposes a simple way to understand paradigms is to see them as maps we all know that the map is not the territory a map is simply an explanation of certain aspects of the territory that's exactly what a paradigm is it is a theory an explanation or model of something else suppose you wanted to arrive at a specific location in central chicago a street map of the city would be a great help to you in reaching your destination but suppose you were given the wrong map through a printing error the map labeled chicago was actually a map of detroit can you imagine the frustration the ineffectiveness of trying to reach your destination you might work on your behavior you could try harder be more diligent double your speed but your efforts would only succeed in getting you to the wrong place faster you might work on your attitude you could think more positively you still wouldn't get to the right place but perhaps you wouldn't care your attitude would be so positive you'd be happy wherever you were the point is you'd still be lost the fundamental problem has nothing to do with your behavior or your attitude it has everything to do with having a wrong map if you have the right map of chicago then diligence becomes important and when you encounter frustrating obstacles along the way then attitude can make a real difference but the first and most important requirement is the accuracy of the map each of us has many many maps in our head which can be divided into two main categories maps of the way things are or realities and maps of the way things should be or values we interpret everything we experience through these mental maps we seldom question their accuracy we're usually even unaware that we have them we simply assume that the way we see things is the way they really are or the way they should be and our attitudes and behaviors grow out of those assumptions the way we see things is the source of the way we think and the way we act before going any further i invite you to have an intellectual and emotional experience take a few seconds and just look at the picture on the following page now look at the picture and carefully describe what you see do you see a woman how old would you say she is what does she look like what is she wearing in what kind of roles do you see her you probably would describe the woman in the second picture to be about 25 years old very lovely rather fashionable with a petite nose and a demure presence if you are a single man you might like to take her out if you are in retailing you might hire her as a fashion model but what if i were to tell you that you're wrong what if i said this picture is of a woman in her 60s or 70s who looks sad has a huge nose and is certainly no model she's someone you probably would help across the street who's right look at the picture again can you see the old woman if you can't keep trying can you see her big hook nose her shawl if you and i were talking face to face we could discuss the picture you could describe what you see to me and i could talk to you about what i see we could continue to communicate until you clearly showed me what you see in the picture and i clearly showed you what i see because we can't do that and study the picture there and then look at this picture again can you see the old woman now it's important that you see her before you continue reading i first encountered this exercise many years ago at the harvard business school the instructor was using it to demonstrate clearly and eloquently that two people can see the same thing disagree and yet both be right it's not logical it's psychological he brought into the room a stack of large cards half of which had the image of the young woman you saw in the other half of which had the image of the old woman he passed them out to the class the picture of the young woman to one side of the room and the picture of the old woman to the other he asked us to look at the cards concentrate on them for about 10 seconds and then pass them back in he then projected upon the screen the picture you saw combining both images and asked the class to describe what they saw almost every person in that class who had first seen the young woman's image on a card saw the young woman in the picture and almost every person who had first seen the old woman's image on a card saw an old woman in the picture the professor then asked one student to explain what he saw to a student on the opposite side of the room as they talked back and forth communication problems flared up what do you mean old lady she couldn't be more than 20 or 22 years old oh come on you have to be joking she's 70 could be pushing 80. what's the matter with you are you blind this lady is young good looking i'd like to take her out she's lovely lovely she's an old hag the arguments went back and forth each person sure of and adam and in his or her position all of this occurred in spite of one exceedingly important advantage the students had most of them knew early in the demonstration that another point of view did in fact exist something many of us would never admit nevertheless at first only a few students really tried to see this picture from another frame of reference after a period of feudal communication one student went up to the screen and pointed to a line on the drawing there is the young woman's necklace the other one said no that is the old woman's mouth gradually they began to calmly discuss specific points of difference and finally one student and then another experienced sudden recognition when the images of both came into focus through continued calm respectful and specific communication each of us in the room was finally able to see the other point of view but when we looked away and then back most of us would immediately see the image we had been conditioned to see in the 10-second period of time i frequently use this perception demonstration in working with people and organizations because it yields so many deep insights into both personal and interpersonal effectiveness it shows first of all how powerfully conditioning affects our perceptions our paradigms if 10 seconds can have that kind of impact on the way we see things what about the conditioning of a lifetime the influences in our lives family school church work environment friends associates and current social paradigms such as the personality ethic all have made their silent unconscious impact on us and help shape our frame of reference our paradigms our maps it also shows that these paradigms are the source of our attitudes and behaviors we cannot act with integrity outside of them we simply cannot maintain wholeness if we talk and walk differently than we see if you were among the 90 who typically see the young woman in the composite picture when conditioned to do so you undoubtedly found it difficult to think in terms of having to help her cross the street both your attitude about her and your behavior toward her had to be congruent with the way you saw her this brings into focus one of the basic flaws of the personality ethic to try to change outward attitudes and behaviors does very little good in the long run if we fail to examine the basic paradigms from which those attitudes and behaviors flow this perception demonstration also shows how powerfully our paradigms affect the way we interact with other people as clearly and objectively as we think we see things we begin to realize that others see them differently from their own apparently equally clear and objective point of view where we stand depends on where we sit each of us tends to think we see things as they are that we are objective but this is not the case we see the world not as it is but as we are or as we are conditioned to see it when we open our mouths to describe what we see we in effect describe ourselves our perceptions our paradigms when other people disagree with us we immediately think something is wrong with them but as the demonstration shows sincere clear-headed people see things differently each looking through the unique lens of experience this does not mean that there are no facts in the demonstration two individuals who initially have been influenced by different conditioning pictures look at the third picture together they are now both looking at the same identical facts black lines and white spaces and they would both acknowledge these as facts but each person's interpretation of these facts represents prior experiences and the facts have no meaning whatsoever apart from the interpretation the more aware we are of our basic paradigms maps or assumptions and the extent to which we have been influenced by our experience the more we can take responsibility for those paradigms examine them test them against reality listen to others and be open to their perceptions thereby getting a larger picture and a far more objective view the power of a paradigm shift perhaps the most important insight to be gained from the perception demonstration is in the area of paradigm shifting what we might call the aha experience when someone finally sees the composite picture in another way the more bound a person is by the initial perception the more powerful the aha experiences it's as though a light were suddenly turned on inside the term paradigm shift was introduced by thomas kuhn in his highly influential landmark book the structure of scientific revolutions kuhn shows how almost every significant breakthrough in the field of scientific endeavor is first a break with tradition with old ways of thinking with old paradigms for ptolemy the great egyptian astronomer the earth was the center of the universe but copernicus created a paradigm shift and a great deal of resistance and persecution as well by placing the sun at the center suddenly everything took on a different interpretation the newtonian model of physics was a clockwork paradigm and is still the basis of modern engineering but it was partial incomplete the scientific world was revolutionized by the einsteinian paradigm the relativity paradigm which had much higher predictive and explanatory value until the germ theory was developed a high percentage of women and children died during childbirth and no one could understand why in military skirmishes more men were dying from small wounds and diseases than from the major traumas on the front lines but as soon as the germ theory was developed a whole new paradigm a better improved way of understanding what was happening made dramatic significant medical improvement possible the united states today is the fruit of a paradigm shift the traditional concept of government for centuries had been a monarchy the divine right of kings then a different paradigm was developed government of the people by the people and for the people and a constitutional democracy was born unleashing tremendous human energy and ingenuity and creating a standard of living of freedom and liberty of influence and hope unequaled in the history of the world not all paradigm shifts are in positive directions as we have observed the shift from the character ethic to the personality ethic has drawn us away from the very roots that nourish true success and happiness but whether they shift us in positive or negative directions whether they are instantaneous or developmental paradigm shifts move us from one way of seeing the world to another and those shifts create powerful change our paradigms correct or incorrect are the sources of our attitudes and behaviors and ultimately our relationships with others i remember a mini paradigm shift i experienced one sunday morning on a subway in new york people were sitting quietly some reading newspapers some lost in thought some resting with their eyes closed it was a calm peaceful scene then suddenly a man and his children entered the subway car the children were so loud and rambunctious that instantly the whole climate changed the man sat down next to me and closed his eyes apparently oblivious to the situation the children were yelling back and forth throwing things even grabbing people's papers it was very disturbing and yet the man sitting next to me did nothing it was difficult not to feel irritated i could not believe that he could be so insensitive as to let his children run wild like that and do nothing about it taking no responsibility at all it was easy to see that everyone else on the subway felt irritated too so finally with what i felt was unusual patience and restraint i turned to him and said sir your children are really disturbing a lot of people i wonder if you couldn't control them a little more the man lifted his gaze as if to come to a consciousness of the situation for the first time and said softly oh you're right i guess i should do something about it we just came from the hospital where their mother died about an hour ago i don't know what to think and i guess they don't know how to handle it either can you imagine what i felt at that moment my paradigm shifted suddenly i saw things differently and because i saw differently i thought differently i felt differently i behaved differently my irritation vanished i didn't have to worry about controlling my attitude or my behavior my heart was filled with the man's pain feelings of sympathy and compassion flowed freely your wife just died oh i'm so sorry can you tell me about it what can i do to help everything changed in an instant many people experience a similar fundamental shift in thinking when they face a life-threatening crisis and suddenly see their priorities in a different light or when they suddenly step into a new role such as that of husband or wife parent or grandparent manager or leader we could spend weeks months even years laboring with a personality ethic trying to change our attitudes and behaviors and not even begin to approach the phenomenon of change that occurs spontaneously when we see things differently it becomes obvious that if we want to make relatively minor changes in our lives we can perhaps appropriately focus on our attitudes and behaviors but if we want to make significant quantum change we need to work on our basic paradigms in the words of thoreau for every thousand hacking at the leaves of evil there is one striking at the root we can only achieve quantum improvements in our lives as we quit hacking at the leaves of attitude and behavior and get to work on the root the paradigms from which our attitudes and behaviors flow seeing and being of course not all paradigm shifts are instantaneous unlike my instant insight on the subway the paradigm shifting experience sandra and i had with our son was a slow difficult and deliberate process the approach we had first taken with him was the outgrowth of years of conditioning and experience in the personality ethic it was the result of deeper paradigms we held about our own success as parents as well as the measure of success of our children and it was not until we changed those basic paradigms until we saw things differently that we were able to create quantum change in ourselves and in the situation in order to see our son differently sandra and i had to be differently our new paradigm was created as we invested in the growth and development of our own character paradigms are inseparable from character being is seeing in the human dimension and what we see is highly interrelated to what we are we can't go very far to change our seeing without simultaneously changing our being and vice versa even in my apparently instantaneous paradigm shifting experience that morning on the subway my change of vision was a result of and limited by my basic character i'm sure there are people who even suddenly understanding the true situation would have felt no more than a twinge of regret or vague guilt as they continue to sit in embarrassed silence beside the grieving confused man on the other hand i am equally certain there are people who would have been far more sensitive in the first place who may have recognized that a deeper problem existed and reached out to understand and help before i did paradigms are powerful because they create the lens through which we see the world the power of a paradigm shift is the essential power of quantum change whether that shift is an instantaneous or a slow and deliberate process the principle-centered paradigm the character ethic is based on the fundamental idea that there are principles that govern human effectiveness natural laws in the human dimension that are just as real just as unchanging and unarguably there as laws such as gravity are in the physical dimension an idea of the reality and the impact of these principles can be captured in another paradigm shifting experiences told by frank kochen proceedings the magazine of the naval institute two battleships assigned to the training squadron had been at sea on maneuvers and heavy weather for several days i was serving on the lead battleship and was on watch on the bridges night fell the visibility was poor with patchy fog so the captain remained on the bridge keeping an eye on all activities shortly after dark the lookout on the wing of the bridge reported light bearing on the starboard bow is it steady or moving a stern the captain called out lookout replied steady captain which meant we were on a dangerous collision course with that ship the captain then called to the signalman signal that ship we are on a collision course advise you change course 20 degrees back came a signal advisable for you to change course 20 degrees the captain said send i'm a captain change course 20 degrees i'm a seaman second class came the reply you had better change course 20 degrees by that time the captain was furious he spat out said i'm a battleship change course 20 degrees back came the flashing light i'm a lighthouse we changed course the paradigm shift experienced by the captain and by us as we read this account puts the situation in a totally different light we can see a reality that is superseded by his limited perception a reality that is as critical for us to understand in our daily lives as it was for the captain in the fog principles are like lighthouses they are natural laws that cannot be broken as cecil b demille observed of the principles contained in his monumental movie the ten commandments it is impossible for us to break the law we can only break ourselves against the law while individuals may look at their own lives and interactions in terms of paradigms or maps emerging out of their experience and conditioning these maps are not the territory they are a subjective reality only an attempt to describe the territory the objective reality or the territory itself is composed of lighthouse principles that govern human growth and happiness natural laws that are woven into the fabric of every civilized society throughout history and comprise the roots of every family and institution that has endured and prospered the degree to which our mental maps accurately describe the territory does not alter its existence the reality of such principles or natural laws becomes obvious to anyone who thinks deeply and examines the cycles of social history these principles surface time and time again and the degree to which people in a society recognize and live in harmony with them moves them toward either survival instability or disintegration and destruction the principles i am referring to are not esoteric mysterious or religious ideas there is not one principle taught in this book that is unique to any specific faith or religion including my own these principles are a part of most every major enduring religion as well as enduring social philosophies and ethical systems they are self-evident and can easily be validated by any individual it's almost as if these principles or natural laws are part of the human condition part of the human consciousness part of the human conscience they seem to exist in all human beings regardless of social conditioning and loyalty to them even though they might be submerged or numbed by such conditions or disloyalty i am referring for example to the principle of fairness out of which our whole concept of equity and justice is developed little children seem to have an innate sense of the idea of fairness even apart from opposite conditioning experiences there are vast differences in how fairness is defined and achieved but there is almost universal awareness of the idea other examples would include integrity and honesty they create the foundation of trust which is essential to cooperation and long-term personal and interpersonal growth another principle is human dignity the basic concept in the united states declaration of independence bespeaks this value or principle we hold these truths to be self-evident that all men are created equal and endowed by their creator with certain inalienable rights that among these are life liberty and the pursuit of happiness another principle is service or the idea of making a contribution another is quality or excellence there is the principle of potential the idea that we are embryonic and can grow and develop and release more and more potential develop more and more talents highly related to potential is the principle of growth the process of releasing potential and developing talents with the accompanying need for principles such as patients nurturance and encouragement principles are not practices a practice is a specific activity or action a practice that works in one circumstance will not necessarily work in another as parents who have tried to raise a second child exactly like they did the first can readily attest while practices are situationally specific principles are deep fundamental truths that have universal application they apply to individuals to marriages to families to private and public organizations of every kind when these truths are internalized into habits they empower people to create a wide variety of practices to deal with different situations principles are not values a gang of thieves can share values but they are in violation of the fundamental principles we're talking about principles are the territory values are maps when we value correct principles we have truth a knowledge of things as they are principles are guidelines for human conduct that are proven to have enduring permanent value they're fundamental they're essentially unarguable because they are self-evident one way to quickly grasp the self-evident nature of principles is to simply consider the absurdity of attempting to live an effective life based on their opposites i doubt that anyone would seriously consider unfairness deceit basedness uselessness mediocrity or degeneration to be a solid foundation for lasting happiness and success although people may argue about how these principles are defined or manifested or achieved there seems to be an innate consciousness and awareness that they exist the more closely are maps or paradigms are aligned with these principles or natural laws the more accurate and functional they will be correct maps will infinitely impact our personal and interpersonal effectiveness far more than any amount of effort expended on changing our attitudes and behaviors principles of growth and change the glitter of the personality ethic the massive appeal is that there is some quick and easy way to achieve quality of life personal effectiveness and rich deep relationships with other people without going through the natural process of work and growth that makes it possible it's symbol without substance it's the get rich quick scheme promising wealth without work and it might even appear to succeed but the schemer remains the personality ethic is illusory and deceptive and trying to get high quality results with its techniques and quick fixes is just about as effective as trying to get to some place in chicago using a map of detroit in the words of eric from an astute observer of the roots and fruits of the personality ethic today we come across an individual who behaves like an automaton who does not know or understand himself and the only person that he knows is the person that he is supposed to be whose meaningless chatter has replaced communicative speech whose synthetic smile has replaced genuine laughter and whose sense of dull despair has taken the place of genuine pain two statements may be said concerning this individual one is that he suffers from defects of spontaneity and individuality which may seem to be incurable at the same time it may be said of him he does not differ essentially from the millions of the rest of us who walk upon this earth in all of life there are sequential stages of growth and development a child learns to turn over to sit up to crawl and then to walk and run each step is important and each one takes time no step can be skipped this is true in all phases of life in all areas of development whether it be learning to play the piano or communicate effectively with a working associate it is true with individuals with marriages with families and with organizations we know and accept this fact or principle of process in the area of physical things but to understand it in emotional areas in human relations and even in the area of personal character is less common and more difficult and even if we understand it to accept it and to live in harmony with it are even less common and more difficult consequently we sometimes look for a shortcut expecting to be able to skip some of these vital steps in order to save time and effort and still reap the desired result but what happens when we attempt to shortcut a natural process in our growth and development if you are only an average tennis player but decide to play at a higher level in order to make a better impression what will result would positive thinking alone enable you to compete effectively against a professional what if you were to lead your friends to believe you could play the piano at concert hall level while your actual present skill was that of a beginner the answers are obvious it is simply impossible to violate ignore or shortcut this development process it is contrary to nature and attempting to seek such a shortcut only results in disappointment and frustration on a 10-point scale if i am at level 2 in any field and desire to move to level five i must first take the step toward level three a thousand mile journey begins with the first step and can only be taken one step at a time if you don't let a teacher know at what level you are by asking a question or revealing your ignorance you will not learn or grow you cannot pretend for long for you will eventually be found out admission of ignorance is often the first step in our education thoreau taught how can we remember our ignorance which our growth requires when we are using our knowledge all the time i recall one occasion when two young women daughters of a friend of mine came to me tearfully complaining about their father's harshness and lack of understanding they were afraid to open up with their parents for fear of the consequences and yet they desperately needed their parents love understanding and guidance i talked with the father and found that he was intellectually aware of what was happening but while he admitted he had a temper problem he refused to take responsibility for it and to honestly accept the fact that his emotional development level was low it was more than his pride could swallow to take the first step toward change to relate effectively with a wife a husband children friends or working associates we must learn to listen and this requires emotional strength listening involves patience openness and the desire to understand highly developed qualities of character it's so much easier to operate from a low emotional level and to give high-level advice our level of development is fairly obvious with tennis or piano playing where it is impossible to pretend but it is not so obvious in the areas of character and emotional development we can pose and put on for a stranger or an associate we can pretend and for a while we can get by with it at least in public we might even deceive ourselves yet i believe that most of us know the truth of what we really are inside and i think many of those we live with and work with do as well i have seen the consequences of attempting to shortcut this natural process of growth often in the business world where executives attempt to buy a new culture of improved productivity quality morale and customer service with strong speeches smile training and external interventions or through mergers acquisitions and friendly or unfriendly takeovers but they ignore the low trust climate produced by such manipulations when these methods don't work they look for other personality ethic techniques that will all the time ignoring and violating the natural principles and processes on which a high trust culture is based i remember violating this principle myself as a father many years ago one day i returned home to my little girl's third year birthday party to find her in the corner of the front room defiantly clutching all of her presents unwilling to let the other children play with them the first thing i noticed was several parents in the room witnessing this selfish display i was embarrassed and doubly so because at the time i was teaching university classes in human relations and i knew or at least felt the expectation of these parents the atmosphere in the room was really charged the children were crowding around my little daughter with their hands out asking to play with the presents they had just given and my daughter was adamantly refusing i said to myself certainly i should teach my daughter to share the value of sharing is one of the most basic things we believe in so i first tried a simple request honey would you please share with your friends the toys they've given you no she replied flatly my second method was to use a little reasoning honey if you learn to share your toys with them when they are at your home then when you go to their homes they will share their toys with you again the immediate reply was no i was becoming a little more embarrassed for it was evident i was having no influence the third method was bribery very softly i said honey if you share i've got a special surprise for you i'll give you a piece of gum i don't want gum she exploded now i was becoming exasperated for my fourth attempt i resorted to fear and threat unless you share you'll be in real trouble i don't care she cried these are my things i don't have to share finally i resorted to force i merely took some of the toys and gave them too the other kids here kids play with these perhaps my daughter needed the experience of possessing the things before she could give them in fact unless i possess something can i ever really give it she needed me as her father to have a higher level of emotional maturity to give her that experience but at that moment i valued the opinion those parents had of me more than the growth and development of my child and our relationship together i simply made an initial judgment that i was right she should share and she was wrong and not doing so perhaps i superimposed a higher level expectation on her simply because on my own scale i was at a lower level i was unable or unwilling to give patience or understanding so i expected her to give things in an attempt to compensate for my deficiency i borrowed strength from my position and authority and forced her to do what i wanted her to do but borrowing strength builds weakness it builds weakness in the borrower because it reinforces dependence on external factors to get things done it builds weakness in the person forced to acquiesce stunning the development of independent reasoning growth and internal discipline and finally it builds weakness in the relationship fear replaces cooperation and both people involved become more arbitrary and defensive and what happens when the source of borrowed strength be it superior size or physical strength position authority credentials status symbols appearance or past achievements changes or is no longer there had i been more mature i could have relied on my own intrinsic strength my understanding of sharing and of growth and my capacity to love and nurture and allowed my daughter to make a free choice as to whether she wanted to share or not to share perhaps after attempting to reason with her i could have turned the attention of the children to an interesting game taking all that emotional pressure off my child i've learned that once children gain a sense of real possession they share very naturally freely and spontaneously my experience has been that there are times to teach and times not to teach when relationships are strained in the air charged with emotion an attempt to teach is often perceived as a form of judgment and rejection but to take the child alone quietly when the relationship is good and to discuss the teaching or the value seems to have much greater impact it may have been that the emotional maturity to do that was beyond my level of patience and internal control at the time perhaps a sense of possessing needs to come before a sense of genuine sharing many people who give mechanically or refuse to give and share in their marriages and families may never have experienced what it means to possess themselves their own sense of identity and self-worth really helping our children grow may involve being patient enough to allow them the sense of possession as well as being wise enough to teach them the value of giving and providing the example ourselves the way we see the problem is the problem people are intrigued when they see good things happening in the lives of individuals families and organizations that are based on solid principles they admire such personal strength and maturity such family unity and teamwork such adaptive synergistic organizational culture and their immediate request is very revealing of their basic paradigm how do you do it teach me the techniques what they're really saying is give me some quick fix advice or solution that will relieve the pain in my own situation they will find people who will meet their wants and teach these things and for a short time skills and techniques may appear to work they may eliminate some of the cosmetic or acute problems through social aspirin and band-aids but the underlying chronic condition remains and eventually new acute symptoms will appear the more people are into quick fix and focus on the acute problems and pain the more that very approach contributes to the underlying chronic condition the way we see the problem is the problem look again at some of the concerns that introduced this chapter and at the impact of personality ethic thinking i've taken course after course on effective management training i expect a lot out of my employees and i work hard to be friendly toward them and to treat them right but i don't feel any loyalty from them i think if i were homesick for a day they'd spend most of their time gabbing at the water fountain why can't i train them to be independent and responsible or find employees who can be the personality ethic tells me i could take some kind of dramatic action shake things up make heads roll that would make my employees shape up and appreciate what they have or that i could find some motivational training program that would get them committed or even that i could hire new people that would do a better job but is it possible that under that apparently disloyal behavior these employees question whether i really act in their best interest do they feel like i'm treating them as mechanical objects is there some truth to that deep inside is that really the way i see them is there a chance the way i look at the people who work for me as part of the problem there's so much to do and there's never enough time i feel pressured and hassled all day every day seven days a week i've attended time management seminars and i've tried half a dozen different planning systems they've helped some but i still don't feel i'm living the happy productive peaceful life i want to live the personality ethic tells me there must be something out there some new planner or seminar that will help me handle all these pressures in a more efficient way but is there a chance that efficiency is not the answer is getting more things done in less time going to make a difference or will it just increase the pace at which i react to the people and circumstances that seem to control my life could there be something i need to see in a deeper more fundamental way some paradigm within myself that affects the way i see my time my life and my own nature my marriage has gone flat we don't fight or anything we just don't love each other anymore we've gone to counseling we've tried a number of things but we just can't seem to rekindle the feeling we used to have the personality ethic tells me there must be some new book or some seminar where people get all their feelings out that would help my wife understand me better or maybe that it's useless and only a new relationship will provide the love i need but is it possible that my spouse isn't the real problem could i be empowering my spouse's weaknesses and making my life a function of the way i'm treated do i have some basic paradigm about my spouse about marriage about what love really is that is feeding the problem can you see how fundamentally the paradigms of the personality ethic affect the very way we see our problems as well as the way we attempt to solve them whether people see it or not many are becoming disillusioned with the empty promises of the personality ethic as i travel around the country and work with organizations i find that long-term thinking executives are simply turned off by psych-up psychology and motivational speakers who have nothing more to share than entertaining stories mangled with platitudes they want substance they want process they want more than aspirin and band-aids they want to solve the chronic underlying problems and focus on the principles that bring long-term results a new level of thinking albert einstein observed the significant problems we face cannot be solved at the same level of thinking we were at when we created them as we look around us and within us and recognize the problems created as we live and interact within the personality ethic we begin to realize that these are deep fundamental problems that cannot be solved on the superficial level on which they were created we need a new level a deeper level of thinking a paradigm based on the principles that accurately describe the territory of effective human being and interacting to solve these deep concerns this new level of thinking is what seven habits of highly effective people is about it's a principle-centered character-based inside-out approach to personal and interpersonal effectiveness inside out means to start first with self even more fundamentally to start with the most inside part of self with your paradigms your character and your motives it says if you want to have a happy marriage be the kind of person who generates positive energy and sidesteps negative energy rather than empowering it if you want to have a more pleasant cooperative teenager be a more understanding empathic consistent loving parent if you want to have more freedom more latitude in your job be a more responsible a more helpful a more contributing employee if you want to be trusted be trustworthy if you want the secondary greatness of recognized talent focus first on primary greatness of character the inside-out approach says that private victories precede public victories that making and keeping promises to ourselves precedes making and keeping promises to others it says it is futile to put personality ahead of character to try to improve relationships with others before improving ourselves inside out is a process a continuing process of renewal based on the natural laws that govern human growth and progress it's an upward spiral of growth that leads to progressively higher forms of responsible independence and effective interdependence i have had the opportunity to work with many people wonderful people talented people people who deeply want to achieve happiness and success people who are searching people who are hurting i've worked with business executives college students church and civic groups families and marriage partners and in all of my experience i have never seen lasting solutions to problems lasting happiness and success that came from the outside in what i have seen result from the outside in paradigm is unhappy people who feel victimized and immobilized who focus on the weaknesses of other people and the circumstances they feel are responsible for their own stagnant situation i've seen unhappy marriages where each spouse wants the other to change where each is confessing the other sins where each is trying to shape up the other i've seen labor-management disputes where people spend tremendous amounts of time and energy trying to create legislation that would force people to act as though the foundation of trust were really there members of our family have lived in three of the hottest spots on earth south africa israel and ireland and i believe the source of the continuing problems in each of these places has been the dominant social paradigm of outside in each involved group is convinced the problem is out there and if they meaning others would shape up or suddenly ship out of existence the problem would be solved inside out is a dramatic paradigm shift for most people largely because of the powerful impact of conditioning in the current social paradigm of the personality ethic but from my own experience both personal and in working with thousands of other people and from careful examination of successful individuals and societies throughout history i am persuaded that many of the principles embodied in the seven habits are already deep within us in our conscience and our common sense to recognize and develop the men to use them in meeting our deepest concerns we need to think differently to shift our paradigms to a new deeper inside-out level as we sincerely seek to understand and integrate these principles into our lives i am convinced we will discover and rediscover the truth of d s eliot's observation we must not cease from exploration and the end of all our exploring will be to arrive where we began and to know the place for the first time the seven habits an overview we are what we repeatedly do excellence then is not an act but a habit aristotle our character basically is a composite of our habits so a thought reap an action sow an action reap a habit sow a habit reap a character so a character reap a destiny the maxim goes habits are powerful factors in our lives because they are consistent often unconscious patterns they constantly daily express our character and produce our effectiveness or ineffectiveness as horus man the great educator once said habits are like a cable we weave a strand of it every day and soon it cannot be broken i personally do not agree with the last part of his expression i know they can be broken habits can be learned and unlearned but i also know it isn't a quick fix it involves a process and a tremendous commitment those of us who watched the lunar voyage of apollo 11 were transfixed as we saw the first men walk on the moon and return to earth superlatives such as fantastic and incredible were inadequate to describe those eventful days but to get there those astronauts literally had to break out of the tremendous gravity pull of the earth more energy was spent in the first few minutes of liftoff in the first few miles of travel then was used over the next several days to travel half a million miles habits too have tremendous gravity pull more than most people realize or would admit breaking deeply embedded habitual tendencies such as procrastination impatience criticalness or selfishness that violate basic principles of human effectiveness involves more than a little willpower and a few minor changes in our lives liftoff takes a tremendous effort but once we break out of the gravity pole our freedom takes on a whole new dimension like any natural force gravity pull can work with us or against us the gravity pull of some of our habits may currently be keeping us from going where we want to go but it is also gravity pull that keeps our world together that keeps the planets and their orbits and our universe in order it is a powerful force and if we use it effectively we can use the gravity pull of habit to create the cohesiveness and order necessary to establish effectiveness in our lives habits defined for our purposes we will define a habit as the intersection of knowledge skill and desire knowledge is the theoretical paradigm the what to do and the why skill is the how to do and desire is the motivation the one to do in order to make something a habit in our lives we have to have all three i may be ineffective in my interactions with my work associates my spouse or my children because i constantly tell them what i think but i never really listen to them unless i search out correct principles of human interaction i may not even know i need to listen even if i do know that in order to interact effectively with others i really need to listen to them i may not have the skill i may not know how to really listen deeply to another human being but knowing i need to listen and knowing how to listen is not enough unless i want to listen unless i have the desire it won't be a habit in my life creating a habit requires work in all three dimensions the being seeing change is an upward process being changing seeing which in turn changes being and so forth as we move in an upward spiral of growth by working on knowledge skill and desire we can break through to new levels of personal and interpersonal effectiveness as we break with old paradigms that may have been a source of pseudosecurity for years it's sometimes a painful process it's a change that has to be motivated by a higher purpose by the willingness to subordinate what you think you want now for what you want later but this process produces happiness the object and design of our existence happiness can be defined in part at least as the fruit of the desire and ability to sacrifice what we want now for what we want eventually effective habits internalized principles and patterns of behavior the maturity continuum the seven habits are not a set of separate or piecemeal psych up formulas in harmony with the natural laws of growth they provide an incremental sequential highly integrated approach to the development of personal and interpersonal effectiveness they move us progressively on a maturity continuum from dependence to independence to interdependence we each begin life as an infant totally dependent on others we are directed nurtured and sustained by others without this nurturing we would only live for a few hours or a few days at the most then gradually over the ensuing months and years we become more and more independent physically mentally emotionally and financially until eventually we can essentially take care of ourselves becoming inner directed and self-reliant as we continue to grow and mature we become increasingly aware that all of nature is interdependent that there is an ecological system that governs nature including society we further discover that the higher reaches of our nature have to do with our relationships with others that human life also is interdependent our growth from infancy to adulthood is in accordance with natural law and there are many dimensions to growth reaching our full physical maturity for example does not necessarily assure us of simultaneous emotional or mental maturity on the other hand a person's physical dependence does not mean that he or she is mentally or emotionally immature on the maturity continuum dependence is the paradigm of you you take care of me you come through for me you didn't come through i blame you for the results independence is the paradigm of i i can do it i am responsible i am self-reliant i can choose interdependence is the paradigm of we we can do it we can cooperate we can combine our talents and abilities and create something greater together dependent people need others to get what they want independent people can get what they want through their own effort interdependent people combine their own efforts with the efforts of others to achieve their greatest success if i were physically dependent paralyzed or disabled or limited in some physical way i would need you to help me if i were emotionally dependent my sense of worth and security would come from your opinion of me if you didn't like me it could be devastating if i were intellectually dependent i would count on you to do my thinking for me to think through the issues and problems of my life if i were independent physically i could pretty well make it on my own mentally i could think my own thoughts i could move from one level of abstraction to another i could think creatively and analytically and organize and express my thoughts in understandable ways emotionally i would be validated from within i would be inner directed my sense of worth would not be a function of being liked or treated well it's easy to see that independence is much more mature than dependence independence is a major achievement in and of itself but independence is not supreme nevertheless the current social paradigm enthrones independence it is the aval goal of many individuals and social movements most of the self-improvement material puts independence on a pedestal as though communication teamwork and cooperation were lesser values but much of our current emphasis on independence is a reaction to dependence to having others control us define us use us and manipulate us the little understood concept of interdependence appears to many to smack of dependence and therefore we find people often for selfish reasons leaving their marriages abandoning their children and forsaking all kinds of social responsibility all in the name of independence the kind of reaction that results in people throwing off their shackles becoming liberated asserting themselves and doing their own thing often reveals more fundamental dependencies that cannot be run away from because they are internal rather than external dependencies such as letting the weaknesses of other people ruin our emotional lives or feeling victimized by people and events out of our control of course we may need to change our circumstances but the dependence problem is a personal maturity issue that has little to do with circumstances even with better circumstances immaturity and dependence often persist true independence of character empowers us to act rather than be acted upon it frees us from our dependence on circumstances and other people and is a worthy liberating goal but it is not the ultimate goal in effective living independent thinking alone is not suited to interdependent reality independent people who do not have the maturity to think and act interdependently may be good individual producers but they won't be good leaders or team players they're not coming from the paradigm of interdependence necessary to succeed in marriage family or organizational reality life is by nature highly interdependent to try to achieve maximum effectiveness through independence is like trying to play tennis with a golf club the tool is not suited to the reality interdependence is a far more mature more advanced concept if i am physically interdependent i am self-reliant and capable but i also realize that you and i working together can accomplish far more than even at my best i could accomplish alone if i am emotionally interdependent i derive a great sense of worth within myself but i also recognize the need for love for giving and for receiving love from others if i am intellectually interdependent i realize that i need the best thinking of other people to join with my own as an interdependent person i have the opportunity to share myself deeply meaningfully with others and i have access to the vast resources and potential of other human beings interdependence is a choice only independent people can make dependent people cannot choose to become interdependent they don't have the character to do it they don't own enough of themselves that's why habits one two and three in the following chapters deal with self-mastery they move a person from dependence to independence they are the private victories the essence of character growth private victories precede public victories you can't invert that process any more than you can harvest a crop before you plant it it's inside out as you become truly independent you have the foundation for effective interdependence you have the character base from which you can effectively work on the more personality-oriented public victories of teamwork cooperation and communication in habits four five and six that does not mean you have to be perfect in habits one two and three before working on habits four five and six understanding the sequence will help you manage your growth more effectively but i'm not suggesting that you put yourself in isolation for several years until you fully develop habits one two and three as part of an interdependent world you have to relate to that world every day but the acute problems of that world can easily obscure the chronic character causes understanding how what your impacts every interdependent interaction will help you to focus your efforts sequentially in harmony with the natural laws of growth habit 7 is the habit of renewal a regular balanced renewal of the four basic dimensions of life it circles and embodies all the other habits it is the habit of continuous improvement that creates the upward spiral of growth that lifts you to new levels of understanding and living each of the habits as you come around to them on a progressively higher plane the diagram on the next page is a visual representation of the sequence and the interdependence of the seven habits and will be used throughout this book as we explore both the sequential relationship between the habits and also their synergy how in relating to each other they create bold new forms of each other that add even more to their value each concept or habit will be highlighted as it is introduced effectiveness defined the seven habits are habits of effectiveness because they are based on principles they bring the maximum long-term beneficial results possible they become the basis of a person's character creating an empowering center of correct maps from which an individual can effectively solve problems maximize opportunities and continually learn and integrate other principles in an upward spiral of growth they are also habits of effectiveness because they are based on a paradigm of effectiveness that is in harmony with a natural law a principle i call the p-slash pc balance which many people break themselves against this principle can be easily understood by remembering esop's fable of the goose and the golden egg this fable is the story of a poor farmer who one day discovers in the nest of his pet goose a glittering golden egg at first he thinks it must be some kind of trick but as he starts to throw the egg aside he has second thoughts and takes it in to be appraised instead the egg is pure gold the farmer can't believe his good fortune he becomes even more incredulous the following day when the experience is repeated day after day he awakens to rush to the nest and find another golden egg he becomes fabulously wealthy it all seems too good to be true the seven habits paradigm but with his increasing wealth comes greed and impatience unable to wait day after day for the golden eggs the farmer decides he will kill the goose and get them all at once but when he opens the goose he finds it empty there are no golden eggs and now there is no way to get any more the farmer has destroyed the goose that produced them i suggest that within this fable is a natural law a principle the basic definition of effectiveness most people see effectiveness from the golden egg paradigm the more you produce the more you do the more effective you are but as the story shows true effectiveness is a function of two things what is produced the golden eggs and the producing asset or capacity to produce the goose if you adopt a pattern of life that focuses on golden eggs and neglects the goose you will soon be without the asset that produces golden eggs on the other hand if you only take care of the goose with no aim toward the golden eggs you soon won't have the wherewithal to feed yourself or the goose effectiveness lies in the balance what i call the p pc balance p stands for production of desired results the golden eggs pc stands for production capability the ability or asset that produces the golden eggs three kinds of assets basically there are three kinds of assets physical financial and human let's look at each one in turn a few years ago i purchased a physical asset a power lawnmower i used it over and over again without doing anything to maintain it the mower worked well for two seasons but then it began to break down when i tried to revive it with service and sharpening i discovered the engine had lost over half its original power capacity it was essentially worthless had i invested in pc in preserving and maintaining the asset i would still be enjoying its p the model on as it was i had to spend far more time and money replacing the mower than i ever would have spent had i maintained it it simply wasn't effective in our quest for short-term returns or results we often ruin a prized physical asset a car a computer a washer or a dryer even our body or our environment keeping pnpc in balance makes a tremendous difference in the effective use of physical assets it also powerfully impacts the effective use of financial assets how often do people confuse principle with interest have you ever invaded principle to increase your standard of living to get more golden eggs the decreasing principle has decreasing power to produce interest or income and the dwindling capital becomes smaller and smaller until it no longer supplies even basic needs our most important financial asset is our own capacity to earn if we don't continually invest in improving our own pc we severely limit our options we're locked into our present situation running scared of our corporation or our boss's opinion of us economically dependent and defensive again it simply isn't effective in the human area the p slash pc balance is equally fundamental but even more important because people control physical and financial assets when two people in a marriage are more concerned about getting the golden eggs the benefits than they are in preserving the relationship that makes them possible they often become insensitive and inconsiderate neglecting the little kindnesses and courtesy so important to a deep relationship they begin to use control levers to manipulate each other to focus on their own needs to justify their own position and look for evidence to show the wrongness of the other person the love the richness the softness and spontaneity begin to deteriorate the goose gets sicker day by day and what about a parent's relationship with a child when children are little they are very dependent very vulnerable it becomes so easy to neglect the pc work the training the communicating the relating the listening it's easy to take advantage to manipulate to get what you want the way you want it right now you're bigger you're smarter and you're right so why not just tell them what to do if necessary yell at them intimidate them insist on your way or you can indulge them you can go for the golden egg of popularity of pleasing them giving them their way all the time then they grow up without any internal sense of standards or expectations without a personal commitment to being disciplined or responsible either way authoritarian or permissive you have the golden egg mentality you want to have your way or you want to be liked but what happens meantime to the goose what sense of responsibility of self-discipline of confidence in the ability to make good choices or achieve important goals as a child going to have a few years down the road and what about your relationship when he reaches those critical teenage years the identity crises will he know from his experience with you that you will listen without judging that you really deeply care about him as a person that you can be trusted no matter what will the relationship be strong enough for you to reach him to communicate with him to influence him suppose you want your daughter to have a clean room that's pee production the golden egg and suppose you want her to clean it that's pc production capability your daughter is the goose the asset that produces the golden egg if you have pnpc in balance she cleans the room cheerfully without being reminded because she is committed and has the discipline to stay with the commitment she is a valuable asset a goose that can produce golden eggs but if your paradigm is focused on production on getting the room clean you might find yourself nagging her to do it you might even escalate your efforts to threatening or yelling and in your desire to get the golden egg you undermine the health and welfare of the goose let me share with you an interesting pc experience i had with one of my daughters we were planning a private date which is something i enjoy regularly with each of my children we find that the anticipation of the date is as satisfying as the realization so i approached my daughter and said honey tonight's your night what do you want to do oh dad that's okay she replied no really i said what would you like to do well she finally said what i want to do you don't really want to do really honey i said earnestly i want to do it no matter what it's your choice i want to go see star wars she replied but i know you don't like star wars you slept through it before you don't like these fantasy movies that's okay dad no honey if that's what you'd like to do i'd like to do it dad don't worry about it we don't always have to have this date she paused and then added but you know why you don't like star wars it's because you don't understand the philosophy and training of a jedi knight what you know the things you teach dad those are the same things that go into the training of a jedi knight really let's go to star wars and we did she sat next to me and gave me the paradigm i became her student her learner it was totally fascinating i could begin to see out of a new paradigm the whole way a jedi knight's basic philosophy and training is manifested in different circumstances that experience was not a plan p experience it was the serendipitous fruit of a pc investment it was bonding and very satisfying but we enjoyed golden eggs too as the goose the quality of the relationship was significantly fed organizational pc one of the immensely valuable aspects of any correct principle is that it is valid and applicable in a wide variety of circumstances throughout this book i would like to share with you some of the ways in which these principles apply to organizations including families as well as to individuals when people fail to respect the p slash pc balance in their use of physical assets in organizations they decrease organizational effectiveness and often leave others with dying geese for example a person in charge of a physical asset such as a machine may be eager to make a good impression on his superiors perhaps the company is in a rapid growth stage and promotions are coming fast so he produces at optimum levels no downtime no maintenance he runs the machine day and night the production is phenomenal costs are down and profits skyrocket within a short time he's promoted golden eggs but suppose you're his successor on the job you inherit a very sick goose a machine that by this time is rusted and starts to break down you have to invest heavily in downtime and maintenance costs skyrocket profits nosedive and who gets blamed for the loss of golden eggs you do your predecessor liquidated the asset but the accounting system only reported unit production costs and profit the p slash pc balance is particularly important as it applies to the human assets of an organization the customers and the employees i know of a restaurant that served a fantastic clam chowder and was packed with customers every day at lunch time then the business was sold and the new owner focused on golden eggs he decided to water down the chowder for about a month with costs down and revenues constant profits zoomed but little by little the customers began to disappear trust was gone and business dwindled to almost nothing the new owner tried desperately to reclaim it but he had neglected the customers violated their trust and lost the asset of customer loyalty there was no more goose to produce the golden egg there are organizations that talk a lot about the customer and then completely neglect the people that deal with the customer the employees the pc principle is to always treat your employees exactly as you want them to treat your best customers you can buy a person's hand but you can't buy his heart his heart is where his enthusiasm his loyalty is you can buy his back but you can't buy his brain that's where his creativity is his ingenuity his resourcefulness pc work is treating employees as volunteers just as you treat customers as volunteers because that's what they are they volunteer the best part their hearts and minds i was in a group once where someone asked how do you shape up lazy and incompetent employees one man responded drop hand grenades several others cheered that kind of macho management talk that shape up or ship out supervision approach but another person in the group asked who picks up the pieces no pieces well why don't you do that to your customers the other man replied just say listen if you're not interested in buying you can just ship out of this place he said you can't do that to customers well how come you can do it to employees because they're in your employee i see are your employees devoted to you do they work hard how's the turnover are you kidding you can't find good people these days there's too much turnover absenteeism moonlighting people just don't care anymore that focus on golden eggs that attitude that paradigm is totally inadequate to tap into the powerful energies of the mind and heart of another person a short-term bottom line is important but it isn't all important effectiveness lies in the balance excessive focus on p results in ruined health worn out machines depleted bank accounts and broken relationships too much focus on pc is like a person who runs three or four hours a day bragging about the extra 10 years of life it creates unaware he's spending them running or a person endlessly going to school never producing living on other people's golden eggs the eternal student syndrome to maintain the p-slash pc balance the balance between the golden egg production and the health and welfare of the goose production capability is often a difficult judgment call but i suggest it is the very essence of effectiveness it balances short-term with long-term it balances going for the great and paying the price to get an education it balances the desire to have a room clean in the building of a relationship in which the child is internally committed to do it cheerfully willingly without external supervision it's a principle you can see validated in your own life when you burn the candle at both ends to get more golden eggs and wind up sick or exhausted unable to produce any at all or when you get a good night's sleep and wake up ready to produce throughout the day you can see it when you press to get your own way with someone and somehow feel an emptiness in the relationship or when you really take time to invest in a relationship and you find the desire and ability to work together to communicate takes a quantum leap the p pc balance is the very essence of effectiveness it's validated in every arena of life we can work with it or against it but it's there it's a lighthouse it's the definition and paradigm of effectiveness upon which the seven habits in this book are based how to use this book before we begin work on the seven habits of highly effective people i would like to suggest two paradigm shifts that will greatly increase the value you will receive from this material first i would recommend that you not see this material as a book in the sense that it is something to read once and put on a shelf you may choose to read it completely through once for a sense of the whole but the material is designed to be a companion in the continual process of change and growth it is organized incrementally and with suggestions for application at the end of each habit so that you can study and focus on any particular habit as you are ready as you progress to deeper levels of understanding and implementation you can go back time and again to the principles contained in each habit and work to expand your knowledge skill and desire second i would suggest that you shift your paradigm of your own involvement in this material from the role of learner to that of teacher take an inside out approach and read with the purpose in mind of sharing or discussing what you learn with someone else within 48 hours after you learn it if you had known for example that you would be teaching the material on the p slash pc balance principle to someone else within 48 hours would it have made a difference in your reading experience try it now as you read the final section in this chapter read as though you are going to teach it to your spouse your child a business associate or a friend today or tomorrow while it is still fresh and notice the difference in your mental and emotional process i guarantee that if you approach the material in each of the following chapters in this way you will not only better remember what you read but your perspective will be expanded your understanding deepened and your motivation to apply the material increased in addition as you openly honestly share what you're learning with others you may be surprised to find that negative labels or perceptions others may have of you tend to disappear those you teach will see you as a changing growing person and will be more inclined to be helpful and supportive as you work perhaps together to integrate the seven habits into your lives what you can expect in the last analysis as marilyn ferguson observed no one can persuade another to change each of us guards a gate of change that can only be opened from the inside we cannot open the gate of another either by argument or by emotional appeal if you decide to open your gate of change to really understand and live the principles embodied in the seven habits i feel comfortable in assuring you several positive things will happen first your growth will be evolutionary but the net effect will be revolutionary would you not agree that the p pc balance principle alone if fully lived would transform most individuals and organizations the net effect of opening the gate of change to the first three habits the habits of private victory will be significantly increased self-confidence you will come to know yourself in a deeper more meaningful way your nature your deepest values and your unique contribution capacity as you live your values your sense of identity integrity control and inner directedness will infuse you with both exhilaration and peace you will define yourself from within rather than by people's opinions or by comparisons to others wrong and right will have little to do with being found out ironically you'll find that as you care less about what others think of you you will care more about what others think of themselves and their worlds including their relationship with you you'll no longer build your emotional life on other people's weaknesses in addition you'll find it easier and more desirable to change because there is something some core deep within that is essentially changeless as you open yourself to the next three habits the habits of public victory you will discover and unleash both the desire and the resources to heal and rebuild important relationships that have deteriorated or even broken good relationships will improve become deeper more solid more creative and more adventuresome the seventh habit if deeply internalized will renew the first six and will make you truly independent and capable of effective interdependence through it you can charge your own batteries whatever your present situation i assure you that you are not your habits you can replace old patterns of self-defeating behavior with new patterns new habits of effectiveness happiness and trust-based relationships with genuine caring i encourage you to open the gate of change and growth as you study these habits be patient with yourself self growth is tender it's holy ground there's no greater investment it's obviously not a quick fix but i assure you you will feel benefits and see immediate payoffs that will be encouraging in the words of thomas payne that which we obtain too easily we esteem too lightly it is uranus only which gives everything its value heaven knows how to put a proper price on its goods part two private victory habit one be proactive principles of personal vision i know of no more encouraging fact than the unquestionable ability of man to elevate his life by conscious endeavor henry david thoreau as you read this book try to stand apart from yourself try to project your consciousness upward into a corner of the room and see yourself in your mind's eye reading can you look at yourself almost as though you or someone else now try something else think about the mood you are now in can you identify it what are you feeling how would you describe your present mental state now think for a minute about how your mind is working is it quick and alert do you sense that you are torn between doing this mental exercise and evaluating the point to be made out of it your ability to do what you just did is uniquely human animals do not possess this ability we call it self-awareness or the ability to think about your very thought process this is the reason why man has dominion over all things in the world and why he can make significant advances from generation to generation this is why we can evaluate and learn from others experiences as well as our own this is also why we can make and break our habits we are not our feelings we are not our moods we are not even our thoughts the very fact that we can think about these things separates us from the men from the animal world self-awareness enables us to stand apart and examine even the way we see ourselves our self-paradigm the most fundamental paradigm of effectiveness it affects not only our attitudes and behaviors but also how we see other people it becomes our map of the basic nature of mankind in fact until we take how we see ourselves and how we see others into account we will be unable to understand how others see and feel about themselves and their world unaware we will project our intentions on their behavior and call ourselves objective this significantly limits our personal potential and our ability to relate to others as well but because of the unique human capacity of self-awareness we can examine our paradigms to determine whether they are reality or principle based or if they are a function of conditioning and conditions the social mirror if the only vision we have of ourselves comes from the social mirror from the current social paradigm meant from the opinions perceptions and paradigms of the people around us our view of ourselves is like the reflection in the crazy mirror room at the carnival you're never on time why can't you ever keep things in order you must be an artist you eat like a horse i can't believe you won this is so simple why can't you understand these visions are disjointed and out of proportion they are often more projections than reflections projecting the concerns and character weaknesses of people giving the input rather than accurately reflecting what we are the reflection of the current social paradigm tells us we are largely determined by conditioning and conditions while we have acknowledged the tremendous power of conditioning in our lives to say that we are determined by it that we have no control over that influence creates quite a different map there are actually three social maps three theories of determinism widely accepted independently or in combination to explain the nature of man genetic determinism basically says your grandparents did it to you that's why you have such a temper your grandparents had short tempers and it's in your dna it just goes through the generations and you inherited it in addition you're irish and that's the nature of irish people psychic determinism basically says your parents did it to you your upbringing your childhood experience essentially laid out your personal tendencies and your character structure that's why you're afraid to be in front of a group it's the way your parents brought you up you feel terribly guilty if you make a mistake because you remember deep inside the emotional scripting when you were very vulnerable and tender and dependent you remember the emotional punishment the rejection the comparison with somebody else when you didn't perform as well as expected environmental determinism basically says your boss is doing it to you or your spouse or that bratty teenager or your economic situation or national policies someone or something in your environment is responsible for your situation each of these maps is based on the stimulus response theory we most often think of in connection with pavlov's experiments with dogs the basic idea is that we are conditioned to respond in a particular way to a particular stimulus how accurately and functionally do these deterministic maps describe the territory how clearly do these mirrors reflect the true nature of man do they become self-fulfilling prophecies are they based on principles we can validate within ourselves between stimulus and response in answer to those questions let me share with you the catalytic story of viktor frankl frankel was a determinist raised in the tradition of freudian psychology which postulates that whatever happens to you as a child shapes your character and personality and basically governs your whole life the limits and parameters of your life are set and basically you can't do much about it frankel was also a psychiatrist and a jew he was imprisoned in the death camps of nazi germany where he experienced things that were so repugnant to our sense of decency that we shudder to even repeat them his parents his brother and his wife died in the camps or were sent to the gas ovens except for his sister his entire family perished frankel himself suffered torture and innumerable indignities never knowing from one moment to the next if his path would lead to the ovens or if he would be among the saved who would remove the bodies or shovel out the ashes of those so faded one day naked and alone in a small room he began to become aware of what he later called the last of the human freedoms the freedom is nazi captors could not take away they could control his entire environment they could do what they wanted to his body but victor frankel himself was a self-aware being who could look as an observer at his very involvement his basic identity was intact he could decide within himself how all of this was going to affect him between what happened to him or the stimulus and his response to it was his freedom or power to choose that response in the midst of his experiences frankel would project himself into different circumstances such as lecturing to his students after his release from the death camps he would describe himself in the classroom in his mind's eye and give his students the lessons he was learning during his very torture through a series of such disciplines mental emotional and moral principally using memory and imagination he exercised his small embryonic freedom until it grew larger and larger until he had more freedom than his nazi captors they had more liberty more options to choose from in their environment but he had more freedom more internal power to exercise his options he became an inspiration to those around him even to some of the guards he helped others find meaning in their suffering and dignity in their prison existence in the midst of the most degrading circumstances imaginable frankel used the human endowment of self-awareness to discover a fundamental principle about the nature of man between stimulus and response man has the freedom to choose within the freedom to choose are those endowments that make us uniquely human in addition to self-awareness we have imagination the ability to create in our minds beyond our present reality we have conscience a deep inner awareness of right and wrong of the principles that govern our behavior and a sense of the degree to which our thoughts and actions are in harmony with them and we have independent will the ability to act based on our self-awareness free of all other influences even the most intelligent animals have none of these endowments to use a computer metaphor they are programmed by instinct and or training they can be trained to be responsible but they can't take responsibility for that training in other words they can't direct it they can't change the programming they're not even aware of it but because of our unique human endowments we can write new programs for ourselves totally apart from our instincts and training this is why an animal's capacity is relatively limited and man's is unlimited but if we live like animals out of our own instincts and conditioning and conditions out of our collective memory we too will be limited the deterministic paradigm comes primarily from the study of animals rats monkeys pigeons dogs and neurotic and psychotic people while this may meet certain criteria of some researchers because it seems measurable and predictable the history of mankind and our own self-awareness tell us that this map doesn't describe the territory at all our unique human endowments lift us above the animal world the extent to which we exercise and develop these endowments empowers us to fulfill our uniquely human potential between stimulus and responses our greatest power the freedom to choose proactivity defined in discovering the basic principle of the nature of man frankl described an accurate self-map from which he began to develop the first and most basic habit of a highly effective person in any environment the habit of pro-activity while the word pro-activity is now fairly common in management literature it is a word you won't find in most dictionaries it means more than merely taking initiative it means that as human beings we are responsible for our own lives our behavior is a function of our decisions not our conditions we can subordinate feelings to values we have the initiative and the responsibility to make things happen proactive model look at the word responsibility responsibility the ability to choose your response highly proactive people recognize that responsibility they do not blame circumstances conditions or conditioning for their behavior their behavior is a product of their own conscious choice based on values rather than a product of their conditions based on feeling because we are by nature proactive if our lives are a function of conditioning and conditions it is because we have by conscious decision or by default chosen to empower those things to control us in making such a choice we become reactive reactive people are often affected by their physical environment if the weather is good they feel good if it isn't it affects their attitude and their performance proactive people can carry their own weather with them whether it rains or shines makes no difference to them they are value driven and if their value is to produce good quality work it isn't a function of whether the weather is conducive to it or not reactive people are also affected by their social environment by the social weather when people treat them well they feel well when people don't they become defensive or protective reactive people build their emotional lives around the behavior of others empowering the weaknesses of other people to control them the ability to subordinate an impulse to a value is the essence of the proactive person reactive people are driven by feelings by circumstances by conditions by their environment proactive people are driven by values carefully thought about selected and internalized values proactive people are still influenced by external stimuli whether physical social or psychological but their response to the stimuli conscious or unconscious is a value-based choice or response as eleanor roosevelt observed no one can hurt you without your consent in the words of gandhi they cannot take away our self-respect if we do not give it to them it is our willing permission our consent to what happens to us that hurts us far more than what happens to us in the first place i admit this is very hard to accept emotionally especially if we have it years and years of explaining our misery in the name of circumstance or someone else's behavior but until a person can say deeply and honestly i am what i am today because of the choices i made yesterday that person cannot say i choose otherwise once in sacramento when i was speaking on the subject of pro-activity a woman in the audience stood up in the middle of my presentation and started talking excitedly it was a large audience and as a number of people turned to look at her she suddenly became aware of what she was doing grew embarrassed and sat back down but she seemed to find it difficult to restrain herself and started talking to the people around her she seemed so happy i could hardly wait for a break to find out what had happened when it finally came i immediately went to her and asked if she would be willing to share her experience you just can't imagine what's happened to me she exclaimed i'm a full-time nurse to the most miserable ungrateful man you can possibly imagine nothing i do is good enough for him he never expresses appreciation he hardly even acknowledges me he constantly harps at me and finds fault with everything i do this man has made my life miserable and i often take my frustration out on my family the other nurses feel the same way we almost pray for his demise and for you to have the gall to stand up there and suggest that nothing can hurt me that no one can hurt me without my consent and that i have chosen my own emotional life of being miserable well there was just no way i could buy into that but i kept thinking about it i really went inside myself and began to ask do i have the power to choose my response when i finally realized that i do have that power when i swallowed that bitter pill and realized that i had chosen to be miserable i also realized that i could choose not to be miserable at that moment i stood up i felt as though i was being let out of san quentin i wanted to yell to the whole world i am free i am let out of prison no longer am i going to be controlled by the treatment of some person it's not what happens to us but our response to what happens to us that hurts us of course things can hurt us physically or economically and can cause sorrow but our character our basic identity does not have to be hurt at all in fact our most difficult experiences become the crucibles that forge our character and develop the internal powers the freedom to handle difficult circumstances in the future and to inspire others to do so as well frankel is one of many who have been able to develop the personal freedom in difficult circumstances to lift and inspire others the autobiographical accounts of vietnam prisoners of war provide additional persuasive testimony of the transforming power of such personal freedom and the effect of the responsible use of that freedom on the prison culture and on the prisoners both then and now we have all known individuals in very difficult circumstances perhaps with a terminal illness or a severe physical handicap who maintain magnificent emotional strength how inspired we are by their integrity nothing has a greater longer-lasting impression upon another person than the awareness that someone has transcended suffering has transcended circumstance and is embodying and expressing a value that inspires and ennobles and lifts life one of the most inspiring times sandra and i have ever had took place over a four-year period with a dear friend of ours named carol who had a wasting cancer disease she had been one of sandra's bridesmaids and they had been best friends for over 25 years when carol was in the very last stages of the disease sandra spent time at her bedside helping her write her personal history she returned from those protracted in difficult sessions almost transfixed by admiration for her friend's courage and her desire to write special messages to be given to her children at different stages in their lives carol would take as little painkilling medication as possible so that she had full access to her mental and emotional faculties then she would whisper into a tape recorder or to sandra directly as she took notes carol was so proactive so brave and so concerned about others that she became an enormous source of inspiration to many people around her i'll never forget the experience of looking deeply into carol's eyes the day before she passed away and sensing out of that deep hollowed agony a person of tremendous intrinsic worth i could see in her eyes a life of character contribution and service as well as love and concern and appreciation many times over the years i have asked groups of people how many have ever experienced being in the presence of a dying individual who had a magnificent attitude and communicated love and compassion and served in unmatchable ways to the very end usually about one-fourth of the audience respond in the affirmative i then ask how many of them will never forget these individuals how many were transformed at least temporarily by the inspiration of such courage and were deeply moved and motivated to more noble acts of service and compassion the same people respond again almost inevitably victor frankel suggests that there are three central values in life the experiential or that which happens to us the creative or that which we bring into existence and the attitudinal or our response in difficult circumstances such as terminal illness my own experience with people confirms the point frankl makes that the highest of the three values is attitudinal in the paradigm or reframing sense in other words what matters most is how we respond to what we experience in life difficult circumstances often create paradigm shifts whole new frames of reference by which people see the world and themselves and others in it and what life is asking of them their larger perspective reflects the attitudinal values that lift and inspire us all taking the initiative our basic nature is to act and not be acted upon as well as enabling us to choose our response to particular circumstances this empowers us to create circumstances taking initiative does not mean being pushy obnoxious or aggressive it does mean recognizing our responsibility to make things happen over the years i have frequently counseled people who wanted better jobs to show more initiative to take interest in aptitude tests to study the industry even the specific problems the organizations they are interested in are facing and then to develop an effective presentation showing how their abilities can help solve the organization's problem it's called solution selling and is a key paradigm in business success the response is usually agreement most people can see how powerfully such an approach would affect their opportunities for employment or advancement but many of them fail to take the necessary steps the initiative to make it happen i don't know where to go to take the interest in aptitude tests how do i study industry and organizational problems no one wants to help me i don't have any idea how to make an effective presentation many people wait for something to happen or someone to take care of them but people who end up with the good jobs are the proactive ones who are solutions to problems not problems themselves who sees the initiative to do whatever is necessary consistent with correct principles to get the job done whenever someone in our family even one of the younger children takes an irresponsible position and waits for someone else to make things happen or provide a solution we tell them use your r and i resourcefulness and initiative in fact often before we can say it they answer their own complaints i know use my r and i holding people to the responsible course is not demeaning it is affirming proactivity is part of human nature and although the proactive muscles may be dormant they are there by respecting the proactive nature of other people we provide them with at least one clear undistorted reflection from the social mirror of course the maturity level of the individual has to be taken into account we can't expect high creative cooperation from those who are deep into emotional dependence but we can at least affirm their basic nature and create an atmosphere where people can seize opportunities and solve problems in an increasingly self-reliant way act or be acted upon the difference between people who exercise initiative and those who don't is literally the difference between night and day i'm not talking about a 25 to 50 difference in effectiveness i'm talking about a 5 000 plus percent difference particularly if they are smart aware and sensitive to others it takes initiative to create the p slash pc balance of effectiveness in your life it takes initiative to develop the seven habits as you study the other six habits you will see that each depends on the development of your proactive muscles each puts the responsibility on you to act if you wait to be acted upon you will be acted upon and growth and opportunity consequences attend either road at one time i worked with a group of people in the home improvement industry representatives from 20 different organizations who met quarterly to share their numbers and problems in an uninhibited way this was during a time of heavy recession and the negative impact on this particular industry was even heavier than on the economy in general these people were fairly discouraged as we began the first day our discussion question was what's happening to us what's the stimulus many things were happening the environmental pressures were powerful there was widespread unemployment and many of these people were laying off friends just to maintain the viability of their enterprises by the end of the day everyone was even more discouraged the second day we addressed the question what's going to happen in the future we studied environmental trends with the underlying reactive assumption that those things would create their future by the end of the second day we were even more depressed things were going to get worse before they got better and everyone knew it so on the third day we decided to focus on the proactive question what is our response what are we going to do how can we exercise initiative in this situation in the morning we talked about managing and reducing costs in the afternoon we discussed increasing market share we brainstormed both areas then concentrated on several very practical very doable things a new spirit of excitement hope and proactive awareness concluded the meetings at the very end of the third day we summarized the results of the conference in a three-part answer to the question how's business part one what's happening to us is not good and the trends suggest that it will get worse before it gets better part 2 but what we are causing to happen is very good for we are better managing and reducing our costs and increasing our market share part 3 therefore business is better than ever now what would a reactive mind say to that oh come on face facts you can only carry this positive thinking and self-psych approach so far sooner or later you have to face reality but that's the difference between positive thinking and pro-activity we did face reality we faced the reality of the current circumstance and of future projections but we also faced the reality that we had the power to choose a positive response to those circumstances and projections not facing reality would have been to accept the idea that what's happening in our environment had to determine us businesses community groups organizations of every kind including families can be proactive they can combine the creativity and resourcefulness of proactive individuals to create a proactive culture within the organization the organization does not have to be at the mercy of the environment it can take the initiative to accomplish the shared values and purposes of the individuals involved listening to our language because our attitudes and behaviors flow out of our paradigms if we use our self-awareness to examine them we can often see in them the nature of our underlying maps our language for example is a very real indicator of the degree to which we see ourselves as proactive people the language of reactive people absolves them of responsibility that's me that's just the way i am i am determined there's nothing i can do about it he makes me so mad i'm not responsible my emotional life is governed by something outside my control i can't do that i just don't have the time something outside me limited time is controlling me if only my wife were more patient someone else's behavior is limiting my effectiveness i have to do it circumstances or other people are forcing me to do what i do i'm not free to choose my own actions reactive language proactive language there's nothing i can do let's look at our alternatives that's just the way i am i can choose a different approach he makes me so mad i control my own feelings they won't allow that i can create an effective presentation i have to do that i will choose an appropriate response i can't i choose i must i prefer if only i will that language comes from a basic paradigm of determinism and the whole spirit of it is the transfer of responsibility i am not responsible not able to choose my response one time a student asked me will you excuse me from class i have to go on a tennis trip you have to go or you choose to go i asked i really have to he exclaimed what will happen if you don't why they'll kick me off the team how would you like that consequence i wouldn't in other words you choose to go because you want the consequence of staying on the team what will happen if you miss my class i don't know think hard what do you think would be the natural consequence of not coming to class you wouldn't kick me out would you that would be a social consequence that would be artificial if you don't participate on the tennis team you don't play that's natural but if you don't come to class what would be the natural consequence i guess i'll miss the learning that's right so you have to weigh that consequence against the other consequence and make a choice i know if it were me i'd choose to go on the tennis trip but never say you have to do anything i choose to go on a tennis trip he meekly replied and miss my class i replied in mock disbelief a serious problem with reactive language is that it becomes a self-fulfilling prophecy people become reinforced in the paradigm that they are determined and they produce evidence to support the belief they feel increasingly victimized and out of control not in charge of their life or their destiny they blame outside forces other people circumstances even the stars for their own situation at one seminar where i was speaking on the concept of pro-activity a man came up and said stephen i like what you're saying but every situation is so different look at my marriage i'm really worried my wife and i just don't have the same feelings for each other we used to have i guess i just don't love her anymore and she doesn't love me what can i do the feeling isn't there anymore i asked that's right he reaffirmed and we have three children we're really concerned about what do you suggest love her i replied i told you the feeling just isn't there anymore love her you don't understand the feeling of love just isn't there then love her if the feeling isn't there that's a good reason to love her but how do you love when you don't love my friend love is a verb love the feeling is a fruit of love the verb so love her serve her sacrifice listen to her empathize appreciate affirm her are you willing to do that in the great literature of all progressive societies love is a verb reactive people make it a feeling they're driven by feelings hollywood has generally scripted us to believe that we are not responsible that we are a product of our feelings but the hollywood script does not describe the reality if our feelings control our actions it is because we have abdicated our responsibility and empowered them to do so proactive people make love a verb love is something you do the sacrifices you make the giving of self like a mother bringing a newborn into the world if you want to study love study those who sacrifice for others even for people who offend or do not love in return if you are a parent look at the love you have for the children you sacrificed for love is a value that is actualized through loving actions proactive people subordinate feelings to values love the feeling can be recaptured no concern circle of concern circle of influence another excellent way to become more self-aware regarding our own degree of proactivity is to look at where we focus our time and energy we each have a wide range of concerns our health our children problems at work the national debt nuclear war we could separate those from things in which we have no particular mental or emotional involvement by creating a circle of concern proactive focus positive energy enlarges the circle of influence as we look at those things within our circle of concern it becomes apparent that there are some things over which we have no real control and others that we can do something about we could identify those concerns in the latter group by circumscribing them within a smaller circle of influence by determining which of these two circles is the focus of most of our time and energy we can discover much about the degree of our proactivity reactive focus negative energy reduces the circle of influence proactive people focus their efforts in the circle of influence they work on the things they can do something about the nature of their energy is positive enlarging and magnifying causing their circle of influence to increase reactive people on the other hand focus their efforts in the circle of concern they focus on the weakness of other people the problems in the environment and circumstances over which they have no control their focus results in blaming and accusing attitudes reactive language and increased feelings of victimization the negative energy generated by that focus combined with neglect in areas they could do something about causes their circle of influence to shrink as long as we are working in our circle of concern we empower the things within it to control us we aren't taking the proactive initiative necessary to affect positive change earlier i shared with you the story of my son who was having serious problems in school sandra and i were deeply concerned about his apparent weaknesses and about the way other people were treating him but those things were in our circle of concern as long as we focused our efforts on those things we accomplished nothing except to increase our own feelings of inadequacy and helplessness and to reinforce our son's dependence it was only when we went to work in our circle of influence when we focused on our own paradigms that we began to create a positive energy that changed ourselves and eventually influenced our son as well by working on ourselves instead of worrying about conditions we were able to influence the conditions because of position wealth role or relationships there are some circumstances in which a person's circle of influence is larger than his or her circle of concern this situation reflects a self-inflicted emotional myopia another reactive selfish lifestyle focused in the circle of concern though they may have to prioritize the use of their influence proactive people have a circle of concern that is at least as big as their circle of influence accepting the responsibility to use their influence effectively direct indirect and no control the problems we face fall in one of three areas direct control problems involving our own behavior indirect control problems involving other people's behavior or no control problems we can do nothing about such as our past or situational realities the proactive approach puts the first step in the solution of all three kinds of problems within our present circle of influence direct control problems are solved by working on our habits they are obviously within our circle of influence these are the private victories of habits one two and three indirect control problems are solved by changing our methods of influence these are the public victories of habits four five and six i have personally identified over 30 separate methods of human influence as separate as empathy is from confrontation as separate as example is from persuasion most people have only three or four of these methods in their repertoire starting usually with reasoning and if that doesn't work moving to flight or fight how liberating it is to accept the idea that i can learn new methods of human influence instead of constantly trying to use old and effective methods to shape up someone else no control problems involve taking the responsibility to change the line on the bottom on our face to smile to genuinely and peacefully accept these problems and learn to live with them even though we don't like them in this way we do not empower these problems to control us we share in the spirit embodied in the alcoholics anonymous prayer lord give me the courage to change the things which can and ought to be changed the serenity to accept the things which cannot be changed and the wisdom to know the difference whether a problem is direct indirect or no control we have in our hands the first step to the solution changing our habits changing our methods of influence and changing the way we see our no control problems are all within our circle of influence expanding the circle of influence it is inspiring to realize that in choosing our response to circumstance we powerfully affect our circumstance when we change one part of the chemical formula we change the nature of the results i worked with one organization for several years that was headed by a very dynamic person he could read trends he was creative talented capable and brilliant and everyone knew it but he had a very dictatorial style of management he tended to treat people like golfers as if they didn't have any judgment his manner of speaking to those who worked in the organization was go for this go for that now do this now do that i'll make the decisions the net effect was that he alienated almost the entire executive team surrounding him they would gather in the quarters and complain to each other about him their discussion was all very sophisticated very articulate as if they were trying to help the situation but they did it endlessly absolving themselves of responsibility in the name of the president's weaknesses you can't imagine what's happened this time someone would say the other day he went into my department i had everything all laid out but he came in and gave totally different signals everything i'd done for months was shot just like that i don't know how i'm supposed to keep working for him how long will it be until he retires he's only 59 someone else would respond do you think you can survive for six more years i don't know he's the kind of person they probably won't retire anyway but one of the executives was proactive he was driven by values not feelings he took the initiative he anticipated he empathized he read the situation he was not blind to the president's weaknesses but instead of criticizing them he would compensate for them where the president was weak in his style he'd try to buffer his own people and make such weaknesses irrelevant and he'd work with the president's strengths his vision talent creativity this man focused on his circle of influence he was treated like a gopher also but he would do more than what was expected he anticipated the president's need he read with empathy the president's underlying concern so when he presented information he also gave his analysis and his recommendations based on that analysis as i sat one day with the president in an advisory capacity he said stephen i just can't believe what this man has done he's not only given me the information i requested but he's provided additional information that's exactly what we needed he even gave me his analysis of it in terms of my deepest concerns and a list of his recommendations the recommendations are consistent with the analysis and the analysis is consistent with the data he's remarkable what a relief not to have to worry about this part of the business at the next meeting it was go for this and go for that to all the executives but one to this man it was what's your opinion his circle of influence had grown this caused quite a stir in the organization the reactive minds in the executive corridors began shooting their vindictive ammunition at this proactive man it's the nature of reactive people to absolve themselves of responsibility it's so much safer to say i am not responsible if i say i am responsible i might have to say i am irresponsible it would be very hard for me to say that i have the power to choose my response and that the response i have chosen has resulted in my involvement in a negative collusive environment especially if for years i have absolved myself of responsibility for results in the name of someone else's weaknesses so these executives focused on finding more information more ammunition more evidence as to why they weren't responsible but this man was proactive toward them too little by little his circle of influence toward them grew also it continued to expand to the extent that eventually no one made any significant moves in the organization without that man's involvement and approval including the president but the president did not feel threatened because this man's strength complemented his strength and compensated for his weaknesses so he had the strength of two people a complimentary team this man's success was not dependent on his circumstances many others were in the same situation it was his chosen response to those circumstances his focus on his circle of influence that made the difference there are some people who interpret proactive to mean pushy aggressive or insensitive but that isn't the case at all proactive people aren't pushy they're smart they're value-driven they read reality and they know what's needed look at gandhi while his accusers were in the legislative chambers criticizing him because he wouldn't join in their circle of concerned rhetoric condemning the british empire for their subjugation of the indian people gandhi was out in the rice paddies quietly slowly imperceptibly expanding his circle of influence with the field laborers a ground swell of support of trust of confidence followed him through the countryside though he held no office or political position through compassion courage fasting and moral persuasion he eventually brought england to its knees breaking political domination of 300 million people with the power of his greatly expanded circle of influence the haves and the bees one way to determine which circle our concern is in is to distinguish between the haves and the bees the circle of concern is filled with the haves i'll be happy when i have my house paid off if only i had a boss who wasn't such a dictator if only i had a more patient husband if i had more obedient kids if i had my degree if i could just have more time to myself the circle of influence is filled with the bees i can be more patient be wise be loving it's the character focus anytime we think the problem is out there that thought is the problem we empower what's out there to control us the change paradigm is outside and what's out there has to change before we can change the proactive approach is to change from the inside out to be different and by being different to effect positive change in what's out there i can be more resourceful i can be more diligent i can be more creative i can be more cooperative one of my favorite stories is one in the old testament part of the fundamental fabric of the judeo-christian tradition it's the story of joseph who was sold into slavery in egypt by his brothers at the age of 17. can you imagine how easy it would have been for him to languish in self-pity as a servant of podephar to focus on the weaknesses of his brothers and his captors and on all he didn't have but joseph was proactive he worked on b and within a short period of time he was running potiphar's household he was in charge of all that potafar had because the trust was so high then the day came when joseph was caught in a difficult situation and refused to compromise his integrity as a result he was unjustly imprisoned for 13 years but again he was proactive he worked on the inner circle on being instead of having and soon he was running the prison and eventually the entire nation of egypt second only to the pharaoh i know this idea is a dramatic paradigm shift for many people it is so much easier to blame other people conditioning or conditions for our own stagnant situation but we are responsible responsible to control our lives and to powerfully influence our circumstances by working on be on what we are if i have a problem in my marriage what do i really gain by continually confessing my wife's sins by saying i'm not responsible i make myself a powerless victim i immobilize myself in a negative situation i also diminish my ability to influence her my nagging accusing critical attitude only makes her feel validated in her own weakness my criticism is worse than the conduct i want to correct my ability to positively impact the situation withers and dies if i really want to improve my situation i can work on the one thing over which i have control myself i can stop trying to shape up my wife and work on my own weaknesses i can focus on being a great marriage partner a source of unconditional love and support hopefully my wife will feel the power of proactive example and respond in kind but whether she does or doesn't the most positive way i can influence my situation is to work on myself on my being there are so many ways to work in the circle of influence to be a better listener to be a more loving marriage partner to be a better student to be a more cooperative and dedicated employee sometimes the most proactive thing we can do is to be happy just to genuinely smile happiness like unhappiness is a proactive choice there are things like the weather that our circle of influence will never include but as proactive people we can carry our own physical or social weather with us we can be happy and accept those things that are present we can't control while we focus our efforts on the things that we can the other end of the stick before we totally shift our life focus to our circle of influence we need to consider two things in our circle of concern that merit deeper thought consequences and mistakes while we are free to choose our actions we are not free to choose the consequences of those actions consequences are governed by natural law they are out in the circle of concern we can decide to step in front of a fast-moving train but we cannot decide what will happen when the train hits us we can decide to be dishonest in our business dealings while the social consequences of the decision may vary depending on whether or not we are found out the natural consequences to our basic character are a fixed result our behavior is governed by principles living in harmony with them brings positive consequences violating them brings negative consequences we are free to choose our response in any situation but in doing so we choose the attended consequence when we pick up one end of the stick we pick up the other undoubtedly there have been times in each of our lives when we have picked up what we later felt was the wrong stick our choices have brought consequences we would rather have lived without if we had the choice to make over again we would make it differently we call these choices mistakes and they are the second thing that merits our deeper thought for those filled with regret perhaps the most needful exercise of proactivity is to realize that past mistakes are also out there in the circle of concern we can't recall them we can undo them we can't control the consequences that came as a result as a college quarterback one of my sons learned to snap his wristband between plays as a kind of metal checkoff whenever he or anyone made a setting back mistake so the last mistake wouldn't affect the resolve and execution of the next play the proactive approach to a mistake is to acknowledge it instantly correct and learn from it this literally turns a failure into a success success said ibm founder tj watson is on the far side of failure but not to acknowledge a mistake not to correct it and learn from it is a mistake of a different order it usually puts a person on a self-deceiving self-justifying path often involving rationalization rationalize to self and to others this second mistake this cover-up empowers the first giving it disproportionate importance and causes far deeper injury to self it is not what others do or even our own mistakes that hurt us the most it is our response to those things chasing after the poisonous snake that bites us will only drive the poison through our entire system it is far better to take measures immediately to get the poison out our response to any mistake affects the quality of the next moment it is important to immediately admit and correct our mistakes so that they have no power over that next moment and we are empowered again making and keeping commitments at the very heart of our circle of influence is our ability to make and keep commitments and promises the commitments we make to ourselves and to others and our integrity to those commitments is the essence and clearest manifestation of our pro-activity it is also the essence of our growth through our human endowments of self-awareness and conscience we become conscious of areas of weakness areas for improvement areas of talent that could be developed areas that need to be changed or eliminated from our lives then as we recognize and use our imagination and independent will to act on that awareness making promises setting goals and being true to them we build the strength of character the being that makes possible every other positive thing in our lives it is here that we find two ways to put ourselves in control of our lives immediately we can make a promise and keep it or we can set a goal and work to achieve it as we make and keep commitments even small commitments we begin to establish an inner integrity that gives us the awareness of self-control and the courage and strength to accept more of the responsibility for our own lives by making and keeping promises to ourselves and others little by little our honor becomes greater than our moods the power to make and keep commitments to ourselves is the essence of developing the basic habits of effectiveness knowledge skill and desire are all within our control we can work on anyone to improve the balance of the three as the area of intersection becomes larger we more deeply internalize the principles upon which the habits are based and create the strength of character to move us in a balanced way toward increasing effectiveness in our lives proactivity the 30-day test we don't have to go through the death camp experience of frankel to recognize and develop our own pro-activity it is in the ordinary events of every day that we develop the proactive capacity to handle the extraordinary pressures of life it's how we make and keep commitments how we handle a traffic jam how we respond to an irate customer or a disobedient child it's how we view our problems and where we focus our energies it's the language we use i would challenge you to test the principle of pro-activity for 30 days simply try it and see what happens for 30 days work only in your circle of influence make small commitments and keep them be a light not a judge be a model not a critic be part of the solution not part of the problem try it in your marriage in your family in your job don't argue for other people's weaknesses don't argue for your own when you make a mistake admit it correct it and learn from it immediately don't get into a blaming accusing mode work on things you have control over work on you on b look at the weaknesses of others with compassion not accusation it's not what they're not doing or should be doing that's the issue the issue is your own chosen response to the situation and what you should be doing if you start to think the problem is out there stop yourself that thought is the problem people who exercise their embryonic freedom day after day will little by little expand that freedom people who do not will find that it withers until they are literally being lived they are acting out the scripts written by parents associates and society we are responsible for our own effectiveness for our own happiness and ultimately i would say for most of our circumstances samuel johnson observed the fountain of content must spring up in the mind and he who hath so little knowledge of human nature has to seek happiness by changing anything but his own disposition will waste his life and fruitless efforts and multiply the grief he proposes to remove knowing that we are responsible responsible is fundamental to effectiveness and to every other habit of effectiveness we will discuss application suggestions 1. for a full day listen to your language and to the language of the people around you how often do you use and hear reactive phrases such as if only i can't or i have to 2. identify an experience you might encounter in the near future where based on past experience you would probably behave reactively review the situation in the context of your circle of influence how could you respond proactively take several moments and create the experience vividly in your mind picturing yourself responding in a proactive manner remind yourself of the gap between stimulus and response make a commitment to yourself to exercise your freedom to choose 3. select a problem from your work or personal life that is frustrating to you determine whether it is a direct indirect or no control problem identify the first step you can take in your circle of influence to solve it and then take that step 4. try the 30-day test of proactivity be aware of the change in your circle of influence habit 2 begin with the end in mind principles of personal leadership what lies behind us and what lies before us are tiny matters compared to what lies within us oliver wendell holmes please find a place to read these next few pages where you can be alone and uninterrupted clear your mind of everything except what you will read and what i will invite you to do don't worry about your schedule your business your family or your friends just focus with me and to really open your mind in your mind's eye see yourself going to the funeral of a loved one picture yourself driving to the funeral parlor or chapel parking the car and getting out as you walk inside the building you notice the flowers the soft organ music you see the faces of friends and family you pass along the way you feel the shared sorrow of losing the joy of having known that radiates from the hearts of the people there as you walk down to the front of the room and look inside the casket you suddenly come face to face with yourself this is your funeral three years from today all these people have come to honor you to express feelings of love and appreciation for your life as you take a seat and wait for the services to begin you look at the program in your hand there are to be four speakers the first is from your family immediate and also extended children brothers sisters nephews nieces aunts uncles cousins and grandparents who have come from all over the country to attend the second speaker is one of your friends someone who can give a sense of what you are as a person the third speaker is from your work or profession and the fourth is from your church or some community organization where you've been involved in service now think deeply what would you like each of these speakers to say about you and your life what kind of husband wife father or mother would you like their words to reflect what kind of son or daughter or cousin what kind of friend what kind of working associate what character would you like them to have seen in you what contributions what achievements would you want them to remember look carefully at the people around you what difference would you like to have made in their lives before you read further take a few minutes to jot down your impressions it will greatly increase your personal understanding of habit too what i t means to begin with the end in mind if you participated seriously in this visualization experience you touched for a moment some of your deep fundamental values you established brief contact with that inner guidance system at the heart of your circle of influence consider the words of joseph addison when i look upon the tombs of the great every emotion of envy dies in me when i read the epitaphs of the beautiful every inordinate desire goes out when i meet with the grief of parents upon a tombstone my heart melts with compassion when i see the tomb of the parents themselves i consider the vanity of grieving or those whom we must quickly follow when i see kings lying by those who depose them when i consider rival wits placed side by side or the holy men that divided the world with their contests and disputes i reflect with sorrow and astonishment on the little competitions factions and debates of mankind when i read the several dates of the tombs of some that died yesterday and some 600 years ago i consider that great day when we shall all of us be contemporaries and make our appearance together although habit two applies to many different circumstances and levels of life the most fundamental application of begin with the end in mind is to begin today with the image picture or paradigm of the end of your life as your frame of reference or the criterion by which everything else is examined each part of your life today's behavior tomorrow's behavior next week's behavior next month's behavior can be examined in the context of the whole of what really matters most to you by keeping that end clearly in mind you can make certain that whatever you do on any particular day does not violate the criteria you have defined as supremely important and that each day of your life contributes in a meaningful way to the vision you have of your life as a whole to begin with the end in mind means to start with a clear understanding of your destination it means to know where you're going so that you better understand where you are now and so that the steps you take are always in the right direction it's incredibly easy to get caught up in an activity trap in the busyness of life to work harder and harder at climbing the ladder of success only to discover it's leaning against the wrong wall it is possible to be busy very busy without being very effective people often find themselves achieving victories that are empty successes that have come at the expense of things they suddenly realize were far more valuable to them people from every walk of life doctors academicians actors politicians business professionals athletes and plumbers often struggle to achieve a higher income more recognition or a certain degree of professional competence only to find that their drive to achieve their goal blinded them to the things that really mattered most and now are gone how different our lives are when we really know what is deeply important to us and keeping that picture in mind we manage ourselves each day to be in to do what really matters most if the ladder is not leaning against the right wall every step we take just gets us to the wrong place faster we may be very busy we may be very efficient but we will also be truly effective only when we begin with the end in mind if you carefully consider what you wanted to be said of you in the funeral experience you will find your definition of success it may be very different from the definition you thought you had in mind perhaps fame achievement money or some of the other things we strive for are not even part of the right wall when you begin with the end in mind you gain a different perspective one man asked another on the death of a mutual friend how much did he leave his friend responded he left it all all things are created twice begin with the end in mind is based on the principle that all things are created twice there's a mental or first creation and a physical or second creation to all things take the construction of a home for example you create it in every detail before you ever hammer the first nail into place you try to get a very clear sense of what kind of house you want if you want a family-centered home you plan to put a family room where it would be a natural gathering place you plan sliding doors and a patio for children to play outside you work with ideas you work with your mind until you get a clear image of what you want to build then you reduce it to blueprint and develop construction plans all of this is done before the earth is touched if not then in the second creation the physical creation you will have to make expensive changes that may double the cost of your home the carpenter's rule is measure twice cut once you have to make sure that the blueprint the first creation is really what you want that you've thought everything through then you put it into bricks and mortar each day you go to the construction shed and pull out the blueprint to get marching orders for the day you begin with the end in mind for another example look at a business if you want to have a successful enterprise you clearly define what you're trying to accomplish you carefully think through the product or service you want to provide in terms of your market target then you organize all the elements financial research and development operations marketing personnel physical facilities and so on to meet that objective the extent to which you begin with the end in mind often determines whether or not you are able to create a successful enterprise most business failures begin in the first creation with problems such as under capitalization misunderstanding of the market or lack of a business plan the same is true with parenting if you want to raise responsible self-disciplined children you have to keep that end clearly in mind as you interact with your children on a daily basis you can't behave toward them in ways that undermine their self-discipline or self-esteem to varying degrees people use this principle in many different areas of life before you go on a trip you determine your destination and plan out the best ground before you plant a garden you plan it out in your mind possibly on paper you create speeches on paper before you give them you envision the landscaping in your yard before you landscape it you design the clothes you make before you thread the needle to the extent to which we understand the principle of two creations and accept the responsibility for both we act within and enlarge the borders of our circle of influence to the extent to which we do not operate in harmony with this principle and take charge of the first creation we diminish it by sign or default it's a principle that all things are created twice but not all first creations are by conscious design in our personal lives if we do not develop our own self-awareness and become responsible for first creations we empower other people and circumstances outside our circle of influence to shape much of our lives by default we reactively live the scripts handed to us by family associates other people's agendas the pressures of circumstance scripts from our earlier years from our training our conditioning these scripts come from people not principles and they rise out of our deep vulnerabilities our deep dependency on others and our needs for acceptance and love for belonging for a sense of importance and worth for a feeling that we matter whether we are aware of it or not whether we are in control of it or not there is a first creation to every part of our lives we are either the second creation of our own proactive design or we are the second creation of other people's agendas of circumstances or of past habits the unique human capacities of self-awareness imagination and conscience enable us to examine first creations and make it possible for us to take charge of our own first creation to write our own script put another way habit 1 says you are the creator habit 2 is the first creation leadership and management the two creations habit two is based on principles of personal leadership which means that leadership is the first creation leadership is not management management is the second creation which we'll discuss in the chapter on habit 3 but leadership has to come first management is a bottom line focus how can i best accomplish certain things leadership deals with the top line what are the things i want to accomplish in the words of both peter drucker and warren bennis management is doing things right leadership is doing the right things management is efficiency in climbing the ladder of success leadership determines whether the latter is leaning against the right wall you can quickly grasp the important difference between the two if you envision a group of producers cutting their way through the jungle with machetes they're the producers the problem solvers they're cutting through the undergrowth clearing it out the managers are behind them sharpening their machetes writing policy and procedure manuals holding muscle development programs bringing in improved technologies and setting up working schedules and compensation programs for machete wielders the leader is the one who climbs the tallest tree surveys the entire situation and yells wrong jungle but how do the busy efficient producers and managers often respond shut up we're making progress as individuals groups and businesses we're often so busy cutting through the undergrowth we don't even realize we're in the wrong jungle and the rapidly changing environment in which we live makes effective leadership more critical than it has ever been in every aspect of independent and interdependent life we are more in need of a vision or destination and a compass a set of principles or directions and less in need of a road map we often don't know what the terrain ahead will be like or what we will need to go through it much will depend on our judgment at the time but an inner compass will always give us direction effectiveness often even survival does not depend solely on how much effort we expend but on whether or not the effort we expend is in the right jungle and the metamorphosis taking place in most every industry and profession demands leadership first and management second in business the market is changing so rapidly that many products and services that successfully met consumer tastes and needs a few years ago are obsolete today proactive powerful leadership must constantly monitor environmental change particularly customer buying habits and motives and provide the force necessary to organize resources in the right direction such changes as deregulation of the airline industry skyrocketing costs of health care and the greater quality and quantity of imported cars impact the environment in significant ways if industries do not monitor the environment including their own work teams and exercise the creative leadership to keep headed in the right direction no amount of management expertise can keep them from failing efficient management without effective leadership is as one individual has phrased it like straightening deck chairs on the titanic no management success can compensate for failure in leadership but leadership is hard because we're often caught in a management paradigm at the final session of a year-long executive development program in seattle the president of an oil company came up to me and said stephen when you pointed out the difference between leadership and management in the second month i looked at my role as the president of this company and realized that i had never been into leadership i was deep into management buried by pressing challenges and the details of day-to-day logistics so i decided to withdraw from management i could get other people to do that i wanted to really lead my organization it was hard i went through withdrawal pains because i stopped dealing with a lot of the pressing urgent matters that were right in front of me and which gave me a sense of immediate accomplishment i didn't receive much satisfaction as i started wrestling with the direction issues the culture-building issues the deep analysis of problems the seizing of new opportunities others also went through withdrawal pains from their working style comfort zones they miss the easy accessibility i had given them before they still wanted me to be available to them to respond to help solve their problems on a day-to-day basis but i persisted i was absolutely convinced that i needed to provide leadership and i did today our whole business is different we're more in line with our environment we have doubled our revenues and quadrupled our profits i'm into leadership i'm convinced that too often parents are also trapped in the management paradigm thinking of control efficiency and rules instead of direction purpose and family feeling and leadership is even more lacking in our personal lives we're into managing with efficiency setting and achieving goals before we have even clarified our values rescripting becoming your own first creator as we previously observed proactivity is based on the unique human endowment of self-awareness the two additional unique human endowments that enable us to expand our proactivity and to exercise personal leadership in our lives our imagination and conscience through imagination we can visualize the uncreated worlds of potential that lie within us through conscience we can come in contact with universal laws or principles with our own singular talents and avenues of contribution and with the personal guidelines within which we can most effectively develop them combined with self-awareness these two endowments empower us to write our own script because we already live with many scripts that have been handed to us the process of writing our own script is actually more a process of rescripting or paradigm shifting of changing some of the basic paradigms that we already have as we recognize the ineffective scripts the incorrect or incomplete paradigms within us we can proactively begin to rescript ourselves i think one of the most inspiring accounts of the rescripting process comes from the autobiography of anwar sadat past president of egypt sadat had been reared nurtured and deeply scripted in a hatred for israel he would make the statement on national television i will never shake the hand of an israeli as long as they occupy one inch of arab soil never never never and huge crowds all around the country would chant never never never he marshaled the energy and unified the will of the whole country in that script the script was very independent and nationalistic and it aroused deep emotions in the people but it was also very foolish and sadat knew it it ignored the perilous highly interdependent reality of the situation so he rescripted himself it was a process he had learned when he was a young man imprisoned in cell 54 a solitary cell in cairo central prison as a result of his involvement in a conspiracy plot against king farouk he learned to withdraw from his own mind and look at it to see if the scripts were appropriate and wise he learned how to vacate his own mind and through a deep personal process of meditation to work with his own scriptures his own form of prayer and rescript himself he records that he was almost loathe to leave his prison cell because it was there that he realized that real success is success with self it's not in having things but in having mastery having victory over self for a period of time during nassar's administration sadat was relegated to a position of relative insignificance everyone felt that his spirit was broken but it wasn't they were projecting their own home movies onto him they didn't understand him he was biding his time and when that time came when he became president of egypt and confronted the political realities he rescripted himself toward israel he visited the knesset in jerusalem and opened up one of the most precedent-breaking peace movements in the history of the world a bold initiative that eventually brought about the camp david accord sadat was able to use his self-awareness his imagination and his conscience to exercise personal leadership to change an essential paradigm to change the way he saw the situation he worked in the center of his circle of influence and from that rescripting the change in paradigm flowed changes in behavior and attitude that affected millions of lives in the wider circle of concern in developing our own self-awareness many of us discover ineffective scripts deeply embedded habits that are totally unworthy of us totally incongruent with the things we really value in life habit 2 says we don't have to live with those scripts we are responsible to use our imagination and creativity to write new ones that are more effective more congruent with our deepest values and with the correct principles that give our values meaning suppose for example that i am highly overreactive to my children suppose that whenever they begin to do something i feel is inappropriate i sense an immediate tensing in the pit of my stomach i feel defensive walls go up i prepare for battle my focus is not on the long-term growth and understanding but on the short-term behavior i'm trying to win the battle not the war i pull out my ammunition my superior size my position of authority and i yell or intimidate or i threaten or punish and i win i stand there victorious in the middle of the debris of a shattered relationship while my children are outwardly submissive and inwardly rebellious suppressing feelings that will come out later in uglier ways now if i were sitting at that funeral we visualized earlier and one of my children was about to speak i would want his life to represent the victory of teaching training and disciplining with love over a period of years rather than the battle scars of quick fix skirmishes i would want his heart and mind to be filled with the pleasant memories of deep meaningful times together i would want him to remember me as a loving father who shared the fun and the pain of growing up i would want him to remember the times he came to me with his problems and concerns i would want to have listened and loved and helped i wouldn't want him to know i wasn't perfect but that i had tried with everything i had and that perhaps more than anybody in the world i loved him the reason i would want those things is because deep down i value my children i love them i want to help them i value my role as their father but i don't always see those values i get caught up in the thick of thin things what matters most gets buried under layers of pressing problems immediate concerns and outward behaviors i become reactive and the way i interact with my children every day often bears little resemblance to the way i deeply feel about them because i am self-aware because i have imagination and conscience i can examine my deepest values i can realize that the script i'm living is not in harmony with those values that my life is not the product of my own proactive design but the result of the first creation i have deferred to circumstances and other people and i can change i can live out of my imagination instead of my memory i can tie myself to my limitless potential instead of my limiting past i can become my own first creator to begin with the end in mind means to approach my role as a parent as well as my other roles in life with my values and directions clear it means to be responsible for my own first creation to rescript myself so that the paradigms from which my behavior and attitude flow are congruent with my deepest values and in harmony with correct principles it also means to begin each day with those values firmly in mind then as the vicissitudes as the challenges come i can make my decisions based on those values i can act with integrity i don't have to react to the emotion the circumstance i can be truly proactive value-driven because my values are clear a personal mission statement the most effective way i know to begin with the end in mind is to develop a personal mission statement or philosophy or creed it focuses on what you want to be character and to do contributions and achievements and on the values or principles upon which being and doing are based because each individual is unique a personal mission statement will reflect the uniqueness both in content and form my friend ralph kerr has expressed his personal creed in this way succeed at home first seek and merit divine help never compromise with honesty remember the people involved hear both sides before judging obtain counsel of others defend those who are absent be sincere yet decisive develop one new proficiency a year plan tomorrow's work today hustle while you wait maintain a positive attitude keep a sense of humor be orderly in person and in work do not fear mistakes fear only the absence of creative constructive and corrective responses to those mistakes facilitate the success of subordinates listen twice as much as you speak concentrate all abilities and efforts on the task at hand not worrying about the next job or promotion a woman seeking to balance family and work values has expressed her sense of personal mission differently i will seek to balance career and family as best i can since both are important to me my home will be a place where i and my family friends and guests find joy comfort peace and happiness still i will seek to create a clean and orderly environment yet livable and comfortable i will exercise wisdom in what we choose to eat read see and do at home i especially want to teach my children to love to learn and to laugh and to work and develop their unique talents i value the rights freedoms and responsibilities of our democratic society i will be a concerned and informed citizen involved in the political process to ensure my voice is heard and my vote is counted i will be a self-starting individual who exercises initiative and accomplishing my life's goals i will act on situations and opportunities rather than to be acted upon i will always try to keep myself free from addictive and destructive habits i will develop habits that free me from old labels and limits and expand my capabilities and choices my money will be my servant not my master i will seek financial independence over time my wants will be subject to my needs and my means except for long-term home and car loans i will seek to keep myself free from consumer debt i will spend less than i earn and regularly save or invest part of my income moreover i will use what money and talents i have to make life more enjoyable for others through service and charitable giving you could call a personal mission statement a personal constitution like the united states constitution it's fundamentally changeless in over 200 years there have been only 26 amendments 10 of which were in the original bill of rights the united states constitution is the standard by which every law in the country is evaluated it is the document the president agrees to defend and support when he takes the oath of allegiance it is the criterion by which people are admitted into citizenship it is the foundation in the center that enables people to ride through such major traumas as the civil war vietnam or watergate it is the written standard the key criterion by which everything else is evaluated and directed the constitution has endured and serves its vital function today because it is based on correct principles on the self-evident truths contained in the declaration of independence these principles empower the constitution with a timeless strength even in the midst of social ambiguity and change our peculiar security said thomas jefferson is in the possession of a written constitution a personal mission statement based on correct principles becomes the same kind of standard for an individual it becomes a personal constitution the basis for making major life-directing decisions the basis for making daily decisions in the midst of the circumstances and emotions that affect our lives it empowers individuals with the same timeless strength in the midst of change people can't live with change if there's not a changeless core inside them the key to the ability to change is a changeless sense of who you are what you are about and what you value with a mission statement we can flow with changes we don't need prejudgments or prejudices we don't need to figure out everything else in life to stereotype and categorize everything and everybody in order to accommodate reality our personal environment is also changing at an ever-increasing pace such rapid change burns out a large number of people who feel they can hardly handle it can hardly cope with life they become reactive and essentially give up hoping that the things that happen to them will be good but it doesn't have to be that way in the nazi death camps where viktor frankl learned the principle of pro-activity he also learned the importance of purpose of meaning in life the essence of logotherapy the philosophy he later developed and taught is that many so-called mental and emotional illnesses are really symptoms of an underlying sense of meaninglessness or emptiness logotherapy eliminates that emptiness by helping the individual to detect his unique meaning his mission in life once you have that sense of mission you have the essence of your own pro-activity you have the vision and the values which direct your life you have the basic direction from which you set your long and short-term goals you have the power of a written constitution based on correct principles against which every decision concerning the most effective use of your time your talents and your energies can be effectively measured at the center in order to write a personal mission statement we must begin at the very center of our circle of influence that center comprised of our most basic paradigms the lens through which we see the world it is here that we deal with our vision and our values it is here that we use our endowment of self-awareness to examine our maps and if we value correct principles to make certain that our maps accurately describe the territory that our paradigms are based on principles and reality it is here that we use our endowment of conscience as a compass to help us detect our own unique talents and areas of contribution it is here that we use our endowment of imagination to mentally create the end we desire giving direction and purpose to our beginnings and providing the substance of a written personal constitution it is also here that our focused efforts achieve the greatest results as we work within the very center of our circle of influence we expand it this is highest leverage pc work significantly impacting the effectiveness of every aspect of our lives whatever is at the center of our life will be the source of our security guidance wisdom and power security represents your sense of worth your identity your emotional anchorage your self-esteem your basic personal strength or lack of it guidance means your source of direction in life encompassed by your map your internal frame of reference that interprets for you what is happening out there are standards or principles or implicit criteria that govern moment-by-moment decision-making and doing wisdom is your perspective on life your sense of balance your understanding of how the various parts and principles apply and relate to each other it embraces judgment discernment comprehension it is a gestalt or oneness and integrated wholeness power is the faculty or capacity to act the strength and potency to accomplish something it is the vital energy to make choices and decisions it also includes the capacity to overcome deeply embedded habits and to cultivate higher more effective ones these four factors security guidance wisdom and power are interdependent security and clear guidance bring true wisdom and wisdom becomes the spark or catalyst to release and direct power when these four factors are present together harmonized and enlivened by each other they create the great force of a noble personality a balanced character a beautifully integrated individual these life support factors also undergird every other dimension of life and none of them is an all or nothing matter the degree to which you have developed each one could be charted somewhere on a continuum much like the maturity continuum described earlier at the bottom end the four factors are weak you are basically dependent on circumstances or other people things over which you have no direct control at the top and you are in control you have independent strength and the foundation for rich interdependent relationships your security lies somewhere on the continuum between extreme insecurity on one end wherein your life is buffeted by all the fickle forces that play upon it and a deep sense of high intrinsic worth and personal security on the other end your guidance ranges on the continuum from dependence on the social mirror or other unstable fluctuating sources to strong inner direction your wisdom falls somewhere between a totally inaccurate map where everything is distorted and nothing seems to fit and a complete and accurate map of life wherein all the parts and principles are properly related to each other your power lies somewhere between immobilization or being a puppet pulled by someone else's strings to high proactivity the power to act according to your own values instead of being acted upon by other people and circumstances the location of these factors on the continuum the resulting degree of their integration harmony and balance and their positive impact on every aspect of your life is a function of your center the basic paradigms at your very core alternative centers each of us has a center though we usually don't recognize it as such neither do we recognize the all-encompassing effects of that center on every aspect of our lives let's briefly examine several centers or core paradigms people typically have for a better understanding of how they affect these four fundamental dimensions and ultimately the sum of life that flows from them spouse centeredness marriage can be the most intimate the most satisfying the most enduring growth producing of human relationships it might seem natural and proper to be centered on one's husband or wife but experience and observation tell a different story over the years i have been involved in working with many troubled marriages and i have observed a certain threat weaving itself through almost every spouse-centered relationship i have encountered that threat is strong emotional dependence if our sense of emotional worth comes primarily from our marriage then we become highly dependent upon that relationship we become vulnerable to the moods and feelings the behavior and treatment of our spouse or to any external event that may impinge on the relationship a new child in-laws economic setbacks social successes and so forth when responsibilities increase and stresses come in the marriage we tend to revert to the scripts we were given as we were growing up but so does our spouse and those scripts are usually different different ways of handling financial child discipline or in-law issues come to the surface when these deep-seated tendencies combine with the emotional dependency in the marriage the spouse-centered relationship reveals all its vulnerability when we are dependent on the person with whom we are in conflict both need and conflict are compounded love-hate over-reactions fight-or-flight tendencies withdrawal aggressiveness bitterness resentment and cold competition are some of the usual results when these occur we tend to fall even further back on background tendencies and habits in an effort to justify and defend our own behavior and we attack our spouses inevitably anytime we are too vulnerable we feel the need to protect ourselves from further wounds so we resort to sarcasm cutting humor criticism anything that will keep from exposing the tenderness within each partner tends to wait on the initiative of the other for love only to be disappointed but also confirmed as to the rightness of the accusations made there is only phantom security in such a relationship when all appears to be going well guidance is based on the emotion of the moment wisdom and power are lost in the counter-dependent negative interactions family-centeredness another common center is the family this too may seem to be natural and proper as an area of focus and deep investment it provides great opportunities for deep relationships for loving for sharing for much that makes life worthwhile but as a center it ironically destroys the very elements necessary to family success people who are family-centered get their sense of security or personal worth from the family tradition and culture or the family reputation thus they become vulnerable to any changes in the tradition or culture and to any influences that would affect that reputation family-centered parents do not have the emotional freedom the power to raise their children with their ultimate welfare truly in mind if they derive their own security from the family their need to be popular with their children may override the importance of a long-term investment in their children's growth and development or they may be focused on the proper and correct behavior of the moment any behavior that they consider improper threatens their security they become upset guided by the emotions of the moment spontaneously reacting to the immediate concern rather than the long-term growth and development of the child they may yell or scream they may overreact and punish out of bad temper they tend to love their children conditionally making them emotionally dependent or counter-dependent and rebellious money-centeredness another logical and extremely common center to people's lives is making money economic security is basic to one's opportunity to do much in any other dimension in a hierarchy or continuum of needs physical survival and financial security comes first other needs are not even activated until that basic need is satisfied at least minimally most of us face economic worries many forces in the wider culture can and do act upon our economic situation causing or threatening such disruption that we often experience concern and worry that may not always rise to the conscious surface sometimes there are apparently noble reasons given for making money such as the desire to take care of one's family and these things are important but to focus on money-making as a center will bring about its own undoing consider again the four life support factors security guidance wisdom and power suppose i derive much of my security for my employment or from my income or net worth since many factors affect these economic foundations i become anxious and uneasy protective and defensive about anything that may affect them when my sense of personal worth comes from my net worth i am vulnerable to anything that will affect that net worth but work and money per se provide no wisdom no guidance and only a limited degree of power and security all it takes to show the limitations of the money center is a crisis in my life or in the life of a loved one money-centered people often put aside family or other priorities assuming everyone will understand that economic demands come first i know one father who was leaving with his children for a promise trip to the circus when a phone call came for him to come to work instead he declined when his wife suggested that perhaps he should have gone to work he responded the work will come again but childhood won't for the rest of their lives his children remembered this little act of priority setting not only as an object lesson in their minds but as an expression of love in their hearts work-centeredness work-centered people may become workaholics driving themselves to produce at the sacrifice of health relationships and other important areas of their lives their fundamental identity comes from their work i'm a doctor i'm a writer i'm an actor because their identity and sense of self-worth are wrapped up in their work their security is vulnerable to anything that happens to prevent them from continuing in it their guidance is a function of the demands of the work their wisdom and power come in the limited areas of their work rendering them ineffective in other areas of life possession-centeredness a driving force of many people is possessions not only tangible material possessions such as fashionable clothes homes cars boats and jewelry but also the intangible possessions of fame glory or social prominence most of us are aware through our own experience how singularly flawed such a center is simply because it can vanish rapidly and it is influenced by so many forces if my sense of security lies in my reputation or in the things i have my life will be in a constant state of threat and jeopardy that these possessions may be lost or stolen or devalued if i'm in the presence of someone of greater net worth or fame or status i feel inferior if i'm in the presence of someone of lesser net worth or fame or status i feel superior my sense of self worth constantly fluctuates i don't have any sense of constancy or anchorage or persistent selfhood i am constantly trying to protect and ensure my assets properties securities position or reputation we have all heard stories of people committing suicide after losing their fortunes in a significant stock decline or their fame in a political reversal pleasure-centeredness another common center closely allied with possessions is that of fun and pleasure we live in a world where instant gratification is available and encouraged television and movies are major influences in increasing people's expectations they graphically portray what other people have and can do in living the life of ease and fun but while the glitter of pleasure-centered lifestyles is graphically portrayed the natural result of such lifestyles the impact on the inner person on productivity on relationships is seldom accurately seen innocent pleasures in moderation can provide relaxation for the body and mind and can foster family and other relationships but pleasure per se offers no deep lasting satisfaction or sense of fulfillment the pleasure-centered person too soon bored with each succeeding level of fun constantly cries for more and more so the next new pleasure has to be bigger and better more exciting with a bigger high a person in this state becomes almost entirely narcissistic interpreting all of life in terms of the pleasure it provides to the self here and now too many vacations that last too long too many movies too much tv too much video game playing too much undisciplined leisure time in which a person continually takes the course of least resistance gradually wastes a life it ensures that a person's capacities stay dormant that talents remain undeveloped that the mind and spirit become lethargic and that the heart is unfulfilled where is the security the guidance the wisdom and the power at the low end of the continuum in the pleasure of a fleeting moment malcolm muggerage writes a 20th century testimony when i look back on my life nowadays which i sometimes do what strikes me most forcibly about it is that what seemed at the time most significant and seductive seems now most futile and absurd for instance success in all of its various guises being known and being praised ostensible pleasures like acquiring money or seducing women or traveling going to and fro in the world and up and down in it like satan explaining and experiencing whatever vanity fair has to offer in retrospect all these exercises in self-gratification seem pure fantasy what pascal called licking the earth friends slash enemy centeredness young people are particularly though certainly not exclusively susceptible to becoming friend-centered acceptance and belonging to a peer group can become almost supremely important the distorted and ever-changing social mirror becomes the source for the four life support factors creating a high degree of dependence on the fluctuating moods feelings attitudes and behavior of others friend-centeredness can also focus exclusively on one person taking on some of the dimensions of marriage the emotional dependence on one individual the escalating need-slash-conflict spiral and the resulting negative interactions can grow out of friend-centeredness and what about putting an enemy at the center of one's life most people would never think of it and probably no one would ever do it consciously nevertheless enemy centering is very common particularly when there is frequent interaction between people who are in real conflict when someone feels he has been unjustly dealt with by an emotionally or socially significant person it is very easy for him to become preoccupied with the injustice and make the other person the center of his life rather than proactively leading his own life the enemy-centered person is counter-dependently reacting to the behavior and attitudes of a perceived enemy one friend of mine who taught at a university became very distraught because of the weaknesses of a particular administrator with whom he had a negative relationship he allowed himself to think about the man constantly until eventually it became an obsession it so preoccupied him that it affected the quality of his relationships with his family his church and his working associates he finally came to the conclusion that he had to leave the university and accept a teaching appointment somewhere else wouldn't you really prefer to teach at this university if the man were not here i asked him yes i would he responded but as long as he is here then my staying is too disruptive to everything in life i have to go why have you made this administrator the center of your life i asked him he was shocked by the question he denied it but i pointed out to him that he was allowing one individual and his weaknesses to distort his entire map of life to undermine his faith and the quality of his relationships with his loved ones he finally admitted that this individual had had such an impact on him but he denied that he himself had made all these choices he attributed the responsibility for the unhappy situation to the administrator he himself he declared was not responsible as we talked little by little he came to realize that he was indeed responsible but that because he did not handle this responsibility well he was being irresponsible many divorced people fall into a similar pattern they are still consumed with anger and bitterness and self-justification regarding an ex-spouse in a negative sense psychologically they are still married they each need the weaknesses of the former partner to justify their accusations many older children go through life either secretly or openly hating their parents they blame them for past abuses neglect or favoritism and they center their adult life on that hatred living out the reactive justifying script that accompanies it the individual who is friend or enemy-centered has no intrinsic security feelings of self-worth are volatile a function of the emotional state or behavior of other people guidance comes from the person's perception of how others will respond and wisdom is limited by the social lens or by an enemy-centered paranoia the individual has no power other people are pulling the strings church-centeredness i believe that almost anyone who is seriously involved in any church will recognize that church-going is not synonymous with personal spirituality there are some people who get so busy in church worship and projects that they become insensitive to the pressing human needs that surround them contradicting the very precepts they profess to believe deeply there are others who attend church less frequently or not at all but whose attitudes and behavior reflect a more genuine centering in the principles of the basic judeo-christian ethic having participated throughout my life in organized church and community service groups i have found that attending church does not necessarily mean living the principles taught in those meetings you can be active in a church but inactive in its gospel in the church-centered life immature appearance can become a person's dominant consideration leading to hypocrisy that undermines personal security and intrinsic worth guidance comes from a social conscience and the church-centered person tends to label others artificially in terms of active inactive liberal orthodox or conservative because the church is a formal organization made up of policies programs practices and people it cannot by itself give a person any deep permanent security or sense of intrinsic worth living the principles taught by the church can do this but the organization alone cannot nor can the church give a person a constant sense of guidance church-centered people often tend to live in compartments acting and thinking and feeling in certain ways on the sabbath and in totally different ways on weekdays such lack of wholeness or unity or integrity is a further threat to security creating the need for increased labeling and self-justifying seeing the church as an end rather than as a means to an end undermines a person's wisdom and sense of balance although the church claims to teach people about the source of power it does not claim to be that power itself it claims to be one vehicle through which divine power can be channeled into man's nature self-centeredness perhaps the most common center today is the self the most obvious form is selfishness which violates the values of most people but if we look closely at many of the popular approaches to growth and self-fulfillment we often find self-centering at their core there is little security guidance wisdom or power in the limited center of self like the dead sea in israel it accepts but never gives it becomes stagnant on the other hand paying attention to the development of self in the greater perspective of improving one's ability to serve to produce to contribute in meaningful ways gives context for dramatic increase in the for life support factors these are some of the more common centers from which people approach life it is often much easier to recognize the center in someone else's life than to see it in your own you probably know someone who puts making money ahead of everything else you probably know someone whose energy is devoted to justifying his or her position in an ongoing negative relationship if you look you can sometimes see beyond behavior into the center that creates it identifying your center but where do you stand what is at the center of your own life sometimes that isn't easy to see perhaps the best way to identify your own center is to look closely at your life support factors if you can identify with one or more of the descriptions below you can trace it back to the center from which it flows a center which may be limiting your personal effectiveness more often than not a person's center is some combination of these and or other centers most people are very much a function of a variety of influences that play upon their lives depending on external or internal conditions one particular center may be activated until the underlying needs are satisfied then another center becomes the compelling force as a person fluctuates from one center to another the resulting relativism is like roller coasting through life one moment you're high the next moment you're low making efforts to compensate for one weakness by borrowing strength from another weakness there is no consistent sense of direction no persistent wisdom no steady power supply or sense of personal intrinsic worth and identity the ideal of course is to create one clear center from which you consistently derive a high degree of security guidance wisdom and power empowering your proactivity and giving congruency and harmony to every part of your life a principle center by centering our lives on correct principles we create a solid foundation for development of the four life support factors our security comes from knowing that unlike other centers based on people or things which are subject to frequent and immediate change correct principles do not change we can depend on them principles don't react to anything they don't get mad and treat us differently they won't divorce us or run away with our best friend they aren't out to get us they can't pave our way with shortcuts and quick fixes they don't depend on the behavior of others the environment or the current fad for their validity principles don't die they aren't here one day and gone the next they can't be destroyed by fire earthquake or theft principles are deep fundamental truths classic truths generic common denominators they are tightly interwoven threads running with exactness consistency beauty and strength through the fabric of life even in the midst of people or circumstances that seem to ignore the principles we can be secure in the knowledge that principles are bigger than people or circumstances and that thousands of years of history have seen them triumph time and time again even more important we can be secure in the knowledge that we can validate them in our own lives by our own experience admittedly we're not omniscient our knowledge and understanding of correct principles is limited by our own lack of awareness of our true nature and the world around us and by the flood of trendy philosophies and theories that are not in harmony with correct principles these ideas will have their season of acceptance but like many before them they won't endure because they're built on false foundations we are limited but we can push back the borders of our limitations an understanding of the principle of her own growth enables us to search out correct principles with the confidence that the more we learn the more clearly we can focus the lens through which we see the world the principles don't change our understanding of them does the wisdom and guidance that accompany principle-centered living come from correct maps from the way things really are have been and will be correct maps enable us to clearly see where we want to go and how to get there we can make our decisions using the correct data that will make their implementation possible and meaningful the personal power that comes from principle-centered living is the power of a self-aware knowledgeable proactive individual unrestricted by the attitudes behaviors and actions of others or by many of the circumstances and environmental influences that limit other people the only real limitation of power is the natural consequences of the principles themselves we are free to choose our actions based on our knowledge of correct principles but we are not free to choose the consequences of those actions remember if you pick up one end of the stick you pick up the other principles always have natural consequences attached to them there are positive consequences when we live in harmony with the principles there are negative consequences when we ignore them but because these principles apply to everyone whether or not they are aware this limitation is universal and the more we know of correct principles the greater is our personal freedom to act wisely by centering our lives on timeless unchanging principles we create a fundamental paradigm of effective living it is the center that puts all other centers in perspective remember that your paradigm is the source from which your attitudes and behaviors flow a paradigm is like a pair of glasses it affects the way you see everything in your life if you look at things through the paradigm of correct principles what you see in life is dramatically different from what you see through any other centered paradigm i have included in the appendix section of this book a detailed chart which shows how each center we've discussed might possibly affect the way you see everything else but for a quick understanding of the difference your center makes let's look at just one example of a specific problem as seen through the different paradigms as you read try to put on each pair of glasses try to feel the response that flows from the different centers suppose tonight you have invited your wife to go to a concert you have the tickets she's excited about going it's four o'clock in the afternoon all of a sudden your boss calls you into his office and says he needs your help through the evening to get ready for an important meeting at 9 00 a.m tomorrow if you're looking through spouse-centered or family-centered glasses your main concern will be your wife you may tell the boss you can't stay and you take her to the concert in an effort to please her you may feel you have to stay too protect your job but you'll do so grudgingly anxious about her response trying to justify your decision and protect yourself from her disappointment or anger if you're looking through a money-centered lens your main thought will be of the overtime you'll get or the influence working late will have on a potential raise you may call your wife and simply tell her you have to stay assuming she'll understand that economic demands come first if you're a work-centered you may be thinking of the opportunity you can learn more about the job you can make some points with the boss and further your career you may give yourself a pat on the back for putting in hours well beyond what is required evidence of what a hard worker you are your wife should be proud of you if you're possession centered you might be thinking of the things the overtime income could buy or you might consider what an asset to your reputation at the office it would be if you stayed everyone would hear tomorrow how noble how sacrificing and dedicated you are if you're pleasured centered you'll probably can the work and go to the concert even if your wife would be happy for you to work late you deserve a night out if your friend centered your decision would be influenced by whether or not you had invited friends to attend the concert with you or whether your friends at work were going to stay late too if you're enemy centered you may stay late because you know it will give you a big edge over that person in the office who thinks he's the company's greatest asset while he's off having fun you'll be working enslaving doing his work and yours sacrificing your personal pleasure for the good of the company he can so blindly ignore if you're church-centered you might be influenced by plans other church members have to attend the concert by whether or not any church members work at your office or by the nature of the concert handel's messiah might rate higher priority than a rock concert your decision might also be affected by what you think a good church member would do and by whether you view the extra work as service or seeking after material wealth if you're self-centered you'll be focused on what will do you the most good would it be better for you to go out for the evening or would it be better for you to make a few points with the boss how the different options affect you will be your main concern as we consider various ways of looking at a single event is it any wonder that we have young lady slash old lady perception problems in our interactions with each other can you see how fundamentally our centers affect us right down to our motivations our daily decisions our actions or in too many cases our reactions our interpretations of events that's why understanding your own center is so important and if that center does not empower you as a proactive person it becomes fundamental to your effectiveness to make the necessary paradigm shifts to create a center that will as a principle-centered person you try to stand apart from the emotion of the situation and from other factors that would act on you and evaluate the options looking at the balanced hole the work needs the family needs other needs that may be involved in the possible implications of the various alternative decisions you'll try to come up with the best solution taking all factors into consideration whether you go to the concert or stay and work is really a small part of an effective decision you might make the same choice with a number of other centers but there are several important differences when you are coming from a principle-centered paradigm first you are not being acted upon by other people or circumstances you are proactively choosing what you determine to be the best alternative you make your decision consciously and knowledgeably second you know your decision is most effective because it is based on principles with predictable long-term results third what you choose to do contributes to your ultimate values in life staying at work to get the edge on someone at the office is an entirely different evening in your life from staying because you value your boss's effectiveness and you genuinely want to contribute to the company's welfare the experiences you have as you carry out your decisions take on quality and meaning in the context of your life as a whole fourth you can communicate to your wife and your boss within the strong networks you've created in your interdependent relationships because you are independent you can be effectively interdependent you might decide to delegate what is delegable and come in early the next morning to do the rest and finally you'll feel comfortable about your decision whatever you choose to do you can focus on it and enjoy it as a principle-centered person you see things differently and because you see things differently you think differently you act differently because you have a high degree of security guidance wisdom and power that flows from a solid unchanging core you have the foundation of a highly proactive and highly effective life writing and using a personal mission statement as we go deeply within ourselves as we understand and realign our basic paradigms to bring them in harmony with correct principles we create both an effective empowering center and a clear lens through which we can see the world we can then focus that lens on how we as unique individuals relate to that world frankl says we detect rather than invent our missions in life i like that choice of words i think each of us has an internal monitor or sense a conscience that gives us an awareness of our own uniqueness and the singular contributions that we can make in frankl's words everyone has his own specific vocation or mission in life therein he cannot be replaced nor can his life be repeated thus everyone's task is as unique as is his specific opportunity to implement it in seeking to give verbal expression to that uniqueness we are again reminded of the fundamental importance of pro-activity and of working within our circle of influence to seek some abstract meaning to our lives out in our circle of concern is to abdicate our proactive responsibility to place our own first creation in the hands of circumstance and other people our meaning comes from within again in the words of frankel ultimately man should not ask what the meaning of his life is but rather must recognize that it is he who is asked in a word each man is questioned by life and he can only answer to life by answering for his own life to life he can only respond by being responsible personal responsibility or proactivity is fundamental to the first creation returning to the computer metaphor habit 1 says you're the programmer habit 2 then says write the program until you accept the idea that you are responsible that you are the programmer you won't really invest in writing the program as proactive people we can begin to give expression to what we want to be in to do in our lives we can write a personal mission statement a personal constitution a mission statement is not something you write overnight it takes deep introspection careful analysis thoughtful expression and often many rewrites to produce it in final form it may take you several weeks or even months before you feel really comfortable with it before you feel it is a complete and concise expression of your innermost values and directions even then you will want to review it regularly and make minor changes as the years bring additional insights or changing circumstances but fundamentally your mission statement becomes your constitution the solid expression of your vision and values it becomes the criterion by which you measure everything else in your life i recently finished reviewing my own mission statement which i do fairly regularly sitting on the edge of a beach alone at the end of a bicycle ride i took out my organizer and hammered it out it took several hours but i felt a sense of clarity a sense of organization and commitment a sense of exhilaration and freedom i find the process is as important as the product writing or reviewing a mission statement changes you because it forces you to think through your priorities deeply carefully and to align your behavior with your beliefs as you do other people begin to sense that you're not being driven by everything that happens to you you have a sense of mission about what you're trying to do and you are excited about it using your whole brain our self-awareness empowers us to examine our own thoughts this is particularly helpful in creating a personal mission statement because the two unique human endowments that enable us to practice habit 2 imagination and conscience are primarily functions of the right side of the brain understanding how to tap into that right brain capacity greatly increases our first creation ability a great deal of research has been conducted for decades on what has come to be called brain dominance theory the findings basically indicate that each hemisphere of the brain left and right tends to specialize in and preside over different functions process different kinds of information and deal with different kinds of problems essentially the left hemisphere is the more logical slash verbal one in the right hemisphere the more intuitive creative one the left deals with words the right with pictures the left with parts and specifics the right with holes and the relationship between the parts the left deals with analysis which means to break apart the right with synthesis which means to put together the left deals with sequential thinking the right with simultaneous and holistic thinking the left is time-bound the right is time free although people use both sides of the brain one side or the other generally tends to be dominant in each individual of course the ideal would be to cultivate and develop the ability to have good crossover between both sides of the brain so that a person could first sense what the situation called for and then use the appropriate tool to deal with it but people tend to stay in the comfort zone of their dominant hemisphere and process every situation according to either a right or left brain preference in the words of abraham maslow he that is good with a hammer tends to think everything is a nail this is another factor that affects the young lady slash old lady perception difference right brain and left brain people tend to look at things in different ways we live in a primarily left brain dominant world where words and measurement and logic are enthroned and the more creative intuitive sensing artistic aspect of our nature is often subordinated many of us find it more difficult to tap into our right brain capacity admittedly this description is oversimplified and new studies will undoubtedly throw more light on brain functioning but the point here is that we are capable of performing many different kinds of thought processes and we barely tap our potential as we become aware of its different capacities we can consciously use our minds to meet specific needs in more effective ways two ways to tap the right brain if we use the brain dominance theory as a model it becomes evident that the quality of our first creation is significantly impacted by our ability to use our creative right brain the more we are able to draw upon our right brain capacity the more fully we will be able to visualize to synthesize to transcend time and present circumstances to project a holistic picture of what we want to do and to be in life expand perspective sometimes we are knocked out of our left brain environment and thought patterns and into the right brain by an unplanned experience the death of a loved one a severe illness a financial setback or extreme adversity can cause us to stand back look at our lives and ask ourselves some hard questions what's really important why am i doing what i'm doing but if you're proactive you don't have to wait for circumstances or other people to create prospective expanding experiences you can consciously create your own there are a number of ways to do this through the powers of your imagination you can visualize your own funeral as we did at the beginning of this chapter write your own eulogy actually write it out be specific you can visualize your 25th and then your 50th wedding anniversary have your spouse visualize this with you try to capture the essence of the family relationship you want to have created through your day-by-day investment over a period of that many years you can visualize your retirement from your present occupation what contributions what achievements will you want to have made in your field what plans will you have after retirement will you enter a second career expand your mind visualize in rich detail involve as many emotions and feelings as possible involve as many of the senses as you can i have done similar visualization exercises with some of my university classes assume you only have this one semester to live i tell my students and that during this semester you are to stay in school as a good student visualize how you would spend your semester things are suddenly placed in a different perspective values quickly surfaced that before weren't even recognized i have also asked students to live with that expanded perspective for a week and keep a diary of their experiences the results are very revealing they start writing to parents to tell them how much they love and appreciate them they reconcile with a brother a sister a friend where the relationship has deteriorated the dominant central theme of their activities the underlying principle is love the futility of badmouthing bad thinking put-downs and accusation becomes very evident when they think in terms of having only a short time to live principles and values become more evident to everybody there are a number of techniques using your imagination that can put you in touch with your values but the net effect of everyone i have ever used is the same when people seriously undertake to identify what really matters most to them in their lives what they really want to be and to do they become very reverent they start to think in larger terms than today and tomorrow visualization and affirmation personal leadership is not a singular experience it doesn't begin and end with the writing of a personal mission statement it is rather the ongoing process of keeping your vision and values before you and aligning your life to be congruent with those most important things and in that effort your powerful right brain capacity can be a great help to you on a daily basis as you work to integrate your personal mission statement into your life it's another application of begin with the end in mind let's go back to an example we mentioned before suppose i am a parent who really deeply loves my children suppose i identify that is one of my fundamental values in my personal mission statement but suppose on a daily basis i have trouble overreacting i can use my right brain power of visualization to write an affirmation that will help me become more congruent with my deeper values in my daily life a good affirmation has five basic ingredients it's personal it's positive it's present tense it's visual and it's emotional so i might write something like this it is deeply satisfying emotional that high personal response present tense with wisdom love firmness and self-control positive when my children misbehave then i can visualize it i can spend a few minutes each day and totally relax my mind and body i can think about situations in which my children might misbehave i can visualize them in rich detail i can feel the texture of the chair i might be sitting on the floor under my feet the sweater i'm wearing i can see the dress my daughter has on the expression on her face the more clearly and vividly i can imagine the detail the more deeply i will experience it the less i will see it as a spectator then i can see her do something very specific which normally makes my heart pound and my temper start to flare but instead of seeing my normal response i can see myself handle the situation with all the love the power the self-control i have captured in my affirmation i can write the program write the script in harmony with my values with my personal mission statement and if i do this day after day my behavior will change instead of living out of the scripts given to me by my own parents or by society or by genetics or my environment i will be living out of the script i have written from my own self selected valia system i have helped and encouraged my son sean to use this affirmation process extensively throughout his football career we started when he played quarterback in high school and eventually i taught him how to do it on his own we would try to get him in a very relaxed state of mind through deep breathing and a progressive muscle relaxation technique so that he became very quiet inside then i would help him visualize himself right in the heat of the toughest situations imaginable he would imagine a big blitz coming at him fast he had to read the blitz and respond he would imagine giving audibles at the line after reading defenses he would imagine quick reads with his first receiver his second receiver his third receiver he would imagine options that he normally wouldn't do at one point in his football career he told me he was constantly getting uptight as we talked i realized that he was visualizing uptightness so we worked on visualizing relaxation in the middle of the big pressure circumstance we discovered that the nature of the visualization is very important if you visualize the wrong thing you'll produce the wrong thing dr charles garfield has done extensive research on peak performers both in athletics and in business he became fascinated with peak performance in his work with the nasa program watching the astronauts rehearse everything on earth again and again in a simulated environment before they went to space although he had a doctorate in mathematics he decided to go back and get another phd in the field of psychology and study the characteristics of peak performers one of the main things his research showed was that almost all of the world-class athletes and other peak performers are visualizers they see it they feel it they experience it before they actually do it they begin with the end in mind you can do it in every area of your life before a performance a sales presentation a difficult confrontation or the daily challenge of meeting a goal see it clearly vividly relentlessly over and over again create an internal comfort zone then when you get into the situation it isn't foreign it doesn't scare you your creative visual right brain is one of your most important assets both in creating your personal mission statement and integrating it into your life there is an entire body of literature and audio and video tapes that deals with this process of visualization and affirmation some of the more recent developments in this field include such things as subliminal programming neuro-linguistic programming and new forms of relaxation and self-talk processes these all involve explanation elaboration and different packaging of the fundamental principles of the first creation my review of the success literature brought me in contact with hundreds of books on this subject although some made extravagant claims and relied on anecdotal rather than scientific evidence i think that most of the material is fundamentally sound the majority of it appears to have originally come out of the study of the bible by many individuals in effective personal leadership visualization and affirmation techniques emerge naturally out of a foundation of well thought through purposes and principles that become the center of a person's life they are extremely powerful in rescripting and reprogramming into writing deeply committed to purposes and principles into one's heart and mind i believe that central to all enduring religions and society are the same principles and practices clothed in different language meditation prayer covenants or guidances scripture study empathy compassion and many different forms of the use of both conscience and imagination but if these techniques become part of the personality ethic and are severed from a base of character and principles they can be misused and abused in serving other centers primarily the center of self affirmation and visualization are forms of programming and we must be certain that we do not submit ourselves to any programming that is not in harmony with our basic center or that comes from sources centered on money making self-interest or anything other than correct principles the imagination can be used to achieve the fleeting success that comes when a person is focused on material gain or on what's in it for me but i believe the higher use of imagination is in harmony with the use of conscience to transcend self and create a life of contribution based on unique purpose and on the principles that govern interdependent reality identifying roles and goals of course the logical slash verbal left brain becomes important also as you attempt to capture your right brain images feelings and pictures in the words of a written mission statement just as breathing exercises help integrate body and mind writing is a kind of psychoneuromuscular activity which helps bridge and integrate the conscious and subconscious minds writing distills crystallizes and clarifies thought and helps break the whole into parts we each have a number of different roles in our lives different areas or capacities in which we have responsibility i may for example have a role as an individual a husband a father a teacher a church member and a businessman and each of these roles is important one of the major problems that arises when people work to become more effective in life is that they don't think broadly enough they lose the sense of proportion the balance the natural ecology necessary to effective living they may get consumed by work and neglect personal health in the name of professional success they may neglect the most precious relationships in their lives you may find that your mission statement will be much more balanced much easier to work with if you break it down into the specific rule areas of your life and the goals you want to accomplish in each area look at your professional role you might be a salesperson or a manager or a product developer what are you about in that area what are the values that should guide you think of your personal roles husband wife father mother neighbor friend what are you about in those roles what's important to you think of community roles the political area public service volunteer organizations one executive has used the idea of roles and goals to create the following mission statement my mission is to live with integrity and to make a difference in the lives of others to fulfill this mission i have charity i seek out and love the one each one regardless of his situation i sacrifice i devote my time talents and resources to my mission i inspire i teach by example that we are all children of a loving heavenly father and that every goliath can be overcome i am impactful what i do makes a difference in the lives of others these roles take priority in achieving my mission husband my partner is the most important person in my life together we contribute the fruits of harmony industry charity and thrift father i help my children experience progressively greater joy in their lives sun slash brother i am frequently there for support and love christian god can count on me to keep my covenants and too serve his other children neighbor the love of christ is visible through my actions toward others change agent i am a catalyst for developing high performance in large organizations scholar i learn important new things every day writing your mission in terms of the important roles in your life gives you balance and harmony it keeps each role clearly before you you can review your roles frequently to make sure that you don't get totally absorbed by one role to the exclusion of others that are equally or even more important in your life after you identify your various roles then you can think about the long-term goals you want to accommodate in each of those roles we're into the right brain again using imagination creativity conscience and inspiration if these goals are the extension of a mission statement based on correct principles they will be vitally different from the goals people normally set they will be in harmony with correct principles with natural laws which gives you greater power to achieve them they are not someone else's goals you have absorbed they are your goals they reflect your deepest values your unique talent your sense of mission and they grow out of your chosen roles in life an effective goal focuses primarily on results rather than activity it identifies where you want to be and in the process helps you determine where you are it gives you important information on how to get there and it tells you when you have arrived it unifies your efforts and energy it gives meaning and purpose to all you do and it can finally translate itself into daily activities so that you are proactive you are in charge of your life you are making happen each day the things that will enable you to fulfill your personal mission statement roles and goals give structure and organize direction to your personal mission if you don't yet have a personal mission statement it's a good place to begin just identifying the various areas of your life and the two or three important results you feel you should accomplish in each area to move ahead gives you an overall perspective of your life and a sense of direction as we move into habit three we'll go into greater depth in the area of short-term goals the important application at this point is to identify roles and long-term goals as they relate to your personal mission statement these roles and goals will provide the foundation for effective goal-setting and achieving when we get to the habit three day-to-day management of life and time family mission statements because habit 2 is based on principle it has broad application in addition to individuals families service groups and organizations of all kinds become significantly more effective as they begin with the end in mind many families are managed on the basis of crises moods quick fixes and instant gratification not on sound principles symptoms surface whenever stress and pressure mount people become cynical critical or silent or they start yelling and overreacting children who observe these kinds of behavior grow up thinking the only way to solve problems is flight or fight the core of any family is what is changeless what is always going to be their shared vision and values by writing a family mission statement you give expression to its true foundation this mission statement becomes its constitution the standard the criterion for evaluation and decision-making it gives continuity and unity to the family as well as direction when individual values are harmonized with those of the family members work together for common purposes that are deeply felt again the process is as important as the product the very process of writing and refining a mission statement becomes a key way to improve the family working together to create a mission statement builds the pc capacity to live it by getting input from every family member drafting a statement getting feedback revising it and using wording from different family members you get the family talking communicating on things that really matter deeply the best mission statements are the result of family members coming together in a spirit of mutual respect expressing their different views and working together to create something greater than any one individual could do alone periodic review to expand perspective shift emphasis or direction amend or give new meaning to time-worn phrases can keep the family united in common values and purposes the mission statement becomes the framework for thinking for governing the family when the problems and crises come the constitution is there to remind family members of the things that matter most and to provide direction for problem-solving and decision-making based on correct principles in our home we put our mission statement up on a wall in the family room so that we can look at it and monitor ourselves daily when we read the phrases about the sounds of love in our home order responsible independence cooperation helpfulness meeting needs developing talents showing interest in each other's talents and giving service to others it gives us some criteria to know how we're doing and the things that matter most to us as a family when we plan our family goals and activities we say in light of these principles what are the goals we're going to work on what are our action plans to accomplish our goals and actualize these values we review the statement frequently and rework goals and jobs twice a year in september and june the beginning of school and the end of school to reflect the situation as it is to improve it to strengthen it it renews us it recommits us to what we believe in what we stand for organizational mission statements mission statements are also vital to successful organizations one of the most important thrusts of my work with organizations is to assist them in developing effective mission statements and to be effective that statement has to come from within the bowels of the organization everyone should participate in a meaningful way not just the top strategy planners but everyone once again the involvement process is as important as the written product and is the key to its use i am always intrigued whenever i go to ibm and watch the training process there time and time again i see the leadership of the organization come into a group and say that ibm stands for three things the dignity of the individual excellence and service these things represent the belief system of ibm everything else will change but these three things will not change almost like osmosis this belief system has spread throughout the entire organization providing a tremendous base of shared values and personal security for everyone who works there once i was training a group of people for ibm in new york it was a small group about 20 people and one of them became ill he called his wife in california who expressed concern because his illness required special treatment the ibm people responsible for the training session arranged to have him taken to an excellent hospital with medical specialists and the disease but they could sense that his wife was uncertain and really wanted him home where their personal physician could handle the problem so they decided to get him home concerned about the time involved in driving him to the airport and waiting for a commercial plane they brought in a helicopter flew him to the airport and hired a special plane just to take this man to california i don't know what costs that involved my guess would be many thousands of dollars but ibm believes in the dignity of the individual that's what the company stands for to those present that experience represented its belief system and was no surprise i was impressed at another time i was scheduled to train 175 shopping center managers at a particular hotel i was amazed at the level of service there it wasn't a cosmetic thing it was evident at all levels spontaneously without supervision i arrived quite late checked in and asked if room service were available the man at the desk said no mr covey but if you're interested i could go back and get a sandwich or a say ad or whatever you'd like that we have in the kitchen his attitude was one of total concern about my comfort and welfare would you like to see your convention room he continued do you have everything you need what can i do for you i'm here to serve you there was no supervisor there checking up this man was sincere the next day i was in the middle of a presentation when i discovered that i didn't have all the colored markers i needed so i went out into the hall during the brief break and found a bellboy running to another convention i've got a problem i said i'm here training a group of managers and i only have a short break i need some more colored pens he whipped around and almost came to attention he glanced at my name tag and said mr covey i will solve your problem he didn't say i don't know where to go or well go and check at the front desk he just took care of it and he made me feel like it was his privilege to do so later i was in the side lobby looking at some of the art objects someone from the hotel came up to me and said mr covey would you like to see a book that describes the art objects in this hotel how anticipatory how service oriented i next observed one of the employees high up on a ladder cleaning windows in the lobby from his vantage point he saw a woman having a little difficulty in the garden with a walker she hadn't really fallen and she was with other people but he climbed down that ladder went outside helped the woman into the lobby and saw that she was properly taken care of then he went back and finished cleaning the windows i wanted to find out how this organization had created a culture where people bought so deeply into the value of customer service i interviewed housekeepers waitresses bell boys in that hotel and found that this attitude had impregnated the minds hearts and attitudes of every employee there i went through the back door into the kitchen where i saw the central value uncompromising personalized service i finally went to the manager and said my business is helping organizations develop a powerful team character a team culture i am amazed at what you have here do you want to know the real key he inquired he pulled out the mission statement for the hotel chain after reading it i acknowledged that's an impressive statement but i know many companies that have impressive mission statements do you want to see the one for this hotel he asked do you mean you developed one just for this hotel yes different from the one for the hotel chain yes it's in harmony with that statement but this one pertains to our situation our environment our time he handed me another paper who developed this mission statement i asked everybody he replied everybody really everybody yes housekeepers yes waitresses yes desk clerks yes do you want to see the mission statement written by the people who greeted you last night he pulled out a mission statement that they themselves had written that was interwoven with all the other mission statements everyone at every level was involved the mission statement for that hotel was the hub of a great wheel it spawned the thoughtful more specialized mission statements of particular groups of employees it was used as the criterion for every decision that was made it clarified what those people stood for how they related to the customer how they related to each other it affected the style of the managers and the leaders it affected the compensation system it affected the kind of people they recruited and how they trained and developed them every aspect of that organization essentially was a function of that hub that mission statement i later visited another hotel in the same chain and the first thing i did when i checked in was to ask to see their mission statement which they promptly gave me at this hotel i came to understand the motto on compromising personalized service a little more for a three-day period i watched every conceivable situation where service was called for i always found that service was delivered in a very impressive excellent way but it was always also very personalized for instance in the swimming area i asked the attendant where the drinking fountain was he walked me to it but the thing that impressed me the very most was to see an employee on his own admit a mistake to his boss we ordered room service and we're told when it would be delivered to the room on the way to a room the room service person spilled the hot chocolate and it took a few extra minutes to go back and change the linen on the tray and replace the drink so the room service was about 15 minutes late which was really not that important to us nevertheless the next morning the room service manager phoned us to apologize and invited us to have either the buffet breakfast or a room service breakfast compliments of the hotel to in some way compensate for the inconvenience what does it say about the culture of an organization when an employee admits his own mistake unknown to anyone else to the manager so that customer or guest is better taken care of as i told the manager of the first hotel i visited i know a lot of companies with impressive mission statements but there is a real difference all the difference in the world in the effectiveness of a mission statement created by everyone involved in the organization and one written by a few top executives behind a mahogany wall one of the fundamental problems in organizations including families is that people are not committed to the determinations of other people for their lives they simply don't buy into them many times as i work with organizations i find people whose goals are totally different from the goals of the enterprise i commonly find reward systems completely out of alignment with stated value systems when i begin work with companies that have already developed some kind of mission statement i ask them how many of the people here know that you have a mission statement how many of you know what it contains how many were involved in creating it how many really buy into it and use it as your frame of reference and making decisions without involvement there is no commitment mark it down asterisk it circle it underline it no involvement no commitment now in the early stages when a person is new to an organization or when a child in the family is young you can pretty well give them a goal and they'll buy it particularly if the relationship orientation and training are good but when people become more mature in their own lives take on a separate meaning they want involvement significant involvement and if they don't have that involvement they don't buy it then you have a significant motivational problem which cannot be solved at the same level of thinking that created it that's why creating an organizational mission statement takes time patience involvement skill and empathy again it's not a quick fix it takes time and sincerity correct principles and the courage and integrity to align systems structure and management style to the shared vision and values but it's based on correct principles and it works an organizational mission statement one that truly reflects the deep shared vision and values of everyone within that organization creates a great unity and tremendous commitment it creates in people's hearts and minds a frame of reference a set of criteria or guidelines by which they will govern themselves they don't need someone else directing controlling criticizing or taking cheap shots they have bought into the changeless core of what the organization is about application suggestions 1. take the time to record the impressions you had in the funeral visualization at the beginning of this chapter you may want to use the chart below to organize your thoughts 2. take a few moments and write down your roles as you now see them are you satisfied with that mirror image of your life 3. set up time to completely separate yourself from daily activities and to begin work on your personal mission statement 4. go through the chart in appendix are showing different centers and circle all those you can identify with do they form a pattern for the behavior in your life are you comfortable with the implications of your analysis 5. start a collection of notes quotes and ideas you may want to use as resource material in writing your personal mission statement 6. identify a project you will be facing in the near future and apply the principle of mental creation write down the results you desire and what steps will lead to those results 7. share the principles of habit 2 with your family or work group and suggest that together you begin the process of developing a family or group mission statement please refer to appendix a habit three put first things first principles of personal management things which matter most must never be at the mercy of things which matter least gouda will you take just a moment and write down a short answer to the following two questions your answers will be important to you as you begin work on habit three question one what one thing could you do you aren't doing now that if you did on a regular basis would make a tremendous positive difference in your personal life question two what one thing in your business or professional life would bring similar results we'll come back to these answers later but first let's put habit three in perspective habit three is the personal fruit the practical fulfillment of habits one and two habit one says you're the creator you are in charge it's based on the four unique human endowments of imagination conscience independent will and particularly self-awareness it empowers you to say that's an unhealthy program i've been given from my childhood from my social mirror i don't like that ineffective script i can change habit 2 is the first or mental creation it's based on imagination the ability to envision to see the potential to create with our minds what we cannot at present see with our eyes and conscience the ability to detect our own uniqueness and the personal moral and ethical guidelines within which we can most happily fulfill it it's the deep contact with our basic paradigms and values and the vision of what we can become habit 3 then is the second creation the physical creation it's the fulfillment the actualization the natural emergence of habits one and two it's the exercise of independent will toward becoming principle centered it's the day in day out moment by moment doing it habits one and two are absolutely essential and prerequisite to habit three you can't become principle centered without first being aware of and developing your own proactive nature you can't become principle centered without first being aware of your paradigms and understanding how to shift them and align them with principles you can't become principle centered without a vision of and a focus on the unique contribution that is yours to make but with that foundation you can become principle centered day in and day out moment by moment by living habit three by practicing effective self-management management remember is clearly different from leadership leadership is primarily a high-powered right-brain activity it's more of an art it's based on a philosophy you have to ask the ultimate questions of life when you're dealing with personal leadership issues but once you have dealt with those issues once you have resolved them you then have to manage yourself effectively to create a life congruent with your answers the ability to manage well doesn't make much difference if you're not even in the right jungle but if you are in the right jungle it makes all the difference in fact the ability to manage well determines the quality and even the existence of the second creation management is the breaking down the analysis the sequencing the specific application the time-bound left-brain aspect of effective self-government my own maxim of personal effectiveness is this manage from the left lead from the right the power of independent will in addition to self-awareness imagination and conscience it is the fourth human endowment independent will that really makes effective self-management possible it is the ability to make decisions and choices and to act in accordance with them it is the ability to act rather than to be acted upon to proactively carry out the program we have developed through the other three endowments the human will is an amazing thing time after time it has triumphed against unbelievable odds the helen kellers of this world give dramatic evidence to the value the power of the independent will but as we examine this endowment in the context of effective self-management we realize it's usually not the dramatic the visible the once in a lifetime up by the bootstraps effort that brings him during success empowerment comes from learning how to use this great endowment in the decisions we make every day the degree to which we have developed our independent will in our everyday lives is measured by our personal integrity integrity is fundamentally the value we place on ourselves it's our ability to make and keep commitments to ourselves to walk our talk it's honor with self a fundamental part of the character ethic the essence of proactive growth effective management is putting first things first while leadership decides what first things are it is management that puts them first day by day moment by moment management is discipline carrying it out discipline derives from disciple disciple to a philosophy disciple to a set of principles disciple to a set of values disciple to an overriding purpose to a superordinate goal or a person who represents that goal in other words if you are an effective manager of yourself your discipline comes from within it is a function of your independent will you are a disciple a follower of your own deep values and their source and you have the will the integrity to subordinate your feelings your impulses your moods to those values one of my favorite essays is the common denominator of success written by ian gray he spent his life searching for the one denominator that all successful people share he found it wasn't hard work good luck or astute human relations though those were all important the one factor that seemed to transcend all the rest embodies the essence of habit three putting first things first the successful person has the habit of doing the things failures don't like to do he observed they don't like doing them either necessarily but their disliking is subordinated to the strength of their purpose that subordination requires a purpose a mission a habit too clear sense of direction and value a burning yes inside that makes it possible to say no to other things it also requires independent will the power to do something when you don't want to do it to be a function of your values rather than a function of the impulse or desire of any given moment it's the power to act with integrity to your proactive first creation four generations of time management in habit three we are dealing with many of the questions addressed in the field of life and time management as a longtime student of this fascinating field i am personally persuaded that the essence of the best thinking in the area of time management can be captured in a single phrase organize and execute around priorities that phrase represents the evolution of three generations of time management theory and how to best do it is the focus of a wide variety of approaches and materials personal management has evolved in a pattern similar to many other areas of human endeavor major developmental thrusts or waves as alvin toffler calls them follow each other in succession each adding a vital new dimension for example in social development the agricultural revolution was followed by the industrial revolution which was followed by the informational revolution each succeeding wave created a surge of social and personal progress likewise in the area of time management each generation builds on the one before it each one moves us toward greater control of our lives the first wave or generation could be characterized by notes and checklists an effort to give some semblance of recognition and inclusiveness to the many demands placed on our time and energy the second generation could be characterized by calendars and appointment books this wave reflects an attempt to look ahead to schedule events and activities in the future the third generation reflects the current time management field it adds to those preceding generations the important idea of prioritization of clarifying values and of comparing the relative worth of activities based on their relationship to those values in addition it focuses on setting goals specific long intermediate and short-term targets toward which time and energy would be directed in harmony with values it also includes the concept of daily planning of making a specific plan to accomplish those goals and activities determined to be of greatest worth while the third generation has made a significant contribution people have begun to realize that efficient scheduling and control of time are often counterproductive the efficiency focus creates expectations that clash with the opportunities to develop rich relationships to meet human needs and to enjoy spontaneous moments on a daily basis as a result many people have become turned off by time management programs and planners that make them feel too scheduled too restricted and they throw the baby out with the bath water reverting to first or second generation techniques to preserve relationships spontaneity and quality of life but there is an emerging fourth generation that is different in kind it recognizes that time management is really a misnomer the challenge is not to manage time but to manage ourselves satisfaction is a function of expectation as well as realization and expectation and satisfaction lie in our circle of influence rather than focusing on things in time fourth generation expectations focus on preserving and enhancing relationships and on accomplishing results in short on maintaining the p pc balance quadrant two the essential focus of the fourth generation of management can be captured in the time management matrix diagrammed on the next page basically we spend time in one of four ways as you can see the two factors that define an activity are urgent and important urgent means it requires immediate attention it's now urgent things act on us a ringing phone is urgent most people can't stand the thought of just allowing the phone to ring you could spend hours preparing materials you could get all dressed up and travel to a person's office to discuss a particular issue but if the phone were to ring while you were there it would generally take precedence over your personal visit if you were to phone someone there aren't many people who would say i'll get to you in 15 minutes just hold but those same people would probably let you wait in an office for at least that long while they completed a telephone conversation with someone else urgent matters are usually visible they press on us they insist on action they're often popular with others they're usually right in front of us and often they are pleasant easy fun to do but so often they are unimportant importance on the other hand has to do with results if something is important it contributes to your mission your values your high priority goals we react to urgent matters important matters that are not urgent require more initiative more proactivity we must act to seize opportunity to make things happen if we don't practice habit too if we don't have a clear idea of what is important of the results we desire in our lives we are easily diverted into responding to the urgent look for a moment at the four quadrants in the time management matrix quadrant i is both urgent and important it deals with significant results that require immediate attention we usually call the activities in quadrant crises or problems we all have some quadrant eye activities in our lives but quadrant consumes many people they are crisis managers problem-minded people deadline-driven producers as long as you focus on quadrant i it keeps getting bigger and bigger until it dominates you it's like the pounding surf a huge problem comes and knocks you down and you're wiped out you struggle back up only to face another one that knocks you down and slams you to the ground some people are literally beaten up by problems all day every day the only relief they have is in escaping to the not important not urgent activities of quadrant iv so when you look at their total matrix 90 of their time is in quadrant i and most of the remaining 10 percent is in quadrant four with only negligible attention paid to quadrants two and three that's how people who manage their lives by crisis live there are other people who spend a great deal of time in urgent but not important quadrant three thinking they're in quadrant how they spend most of their time reacting to things that are urgent assuming they are also important but the reality is that the urgency of these matters is often based on the priorities and expectations of others people who spend time almost exclusively in quadrants 3 and four basically lead irresponsible lives effective people stay out of quadrants three and four because urgent or not they aren't important they also shrink quadrant down to size by spending more time in quadrant two quadrant two is the heart of effective personal management it deals with things that are not urgent but are important it deals with things like building relationships writing a personal mission statement long-range planning exercising preventive maintenance preparation all those things we know we need to do but somehow seldom get around to doing because they aren't urgent to paraphrase peter drucker effective people are not problem-minded they're opportunity-minded they feed opportunities and starve problems they think preventively they have genuine quadrant eye crises and emergencies that require their immediate attention but the number is comparatively small they keep p and pc in balance by focusing on the important but not urgent high leverage capacity building activities of quadrant two with the time management matrix in mind take a moment now and consider how you answered the questions at the beginning of this chapter what quadrant do they fit in are they important are they urgent my guess is that they probably fit into quadrant two they are obviously important deeply important but not urgent and because they aren't urgent you don't do them now look again at the nature of those questions what one thing could you do in your personal and professional life that if you did on a regular basis would make a tremendous positive difference in your life quadrant two activities have that kind of impact our effectiveness takes quantum leaps when we do them i asked a similar question to a group of shopping center managers if you were to do one thing in your professional work that you know would have enormously positive effects on the results what would it be their unanimous response was to build helpful personal relationships with the tenants the owners of the stores inside the shopping center which is a quadrant two activity we did an analysis of the time they were spending on that activity it was less than five percent they had good reasons problems one right after another they had reports to make out meetings to go to correspondence to answer phone calls to make constant interruptions quadrant i had consumed them they were spending very little time with the store managers and the time they did spend was filled with negative energy the only reason they visited the store managers at all was to enforce the contract to collect the money or discuss advertising or other practices that were out of harmony with center guidelines or some similar thing the store owners were struggling for survival let alone prosperity they had employment problems cost problems inventory problems and a host of other problems most of them had no training and management at all some were fairly good merchandisers but they needed help the tenants didn't even want to see the shopping center owners they were just one more problem to contend with so the owners decided to be proactive they determined their purpose their values their priorities in harmony with those priorities they decided to spend about one-third of their time in helping relationships with the tenants in working with that organization for about a year and a half i saw them climb to around 20 which represented more than a four-fold increase in addition they changed their role they became listeners trainers consultants to the tenants their interchanges were filled with positive energy the effect was dramatic profound by focusing on relationships and results rather than time and methods the numbers went up the tenants were thrilled with the results created by new ideas and skills and the shopping center managers were more effective and satisfied and increased their list of potential tenants and lease revenue based on increased sales by the tenant stores they were no longer policemen or hovering supervisors they were problem solvers helpers whether you are a student at the university a worker in an assembly line a homemaker fashion designer or president of a company i believe that if you were to ask what lies in quadrant two and cultivate the pro-activity to go after it you would find the same results your effectiveness would increase dramatically your crises and problems would shrink to manageable proportions because you would be thinking ahead working on the roots doing the preventive things that keep situations from developing into crises in the first place in time management jargon this is called the pareto principle 80 of the results flow out of 20 of the activities what i t takes to say no the only place to get time for quadrant two in the beginning is from quadrants three and four you can ignore the urgent and important activities of quadrant i although it will shrink in size as you spend more time with prevention and preparation in quadrant two but the initial time for quadrant two has to come out of three and four you have to be proactive to work on quadrant two because quadrants one and three work on you to say yes to important quadrant two priorities you have to learn to say no to other activities sometimes apparently urgent things some time ago my wife was invited to serve as chairman of a committee in a community endeavor she had a number of truly important things she was trying to work on and she really didn't want to do it but she felt pressured into it and finally agreed then she called one of her dear friends to ask if she would serve on her committee her friend listened for a long time and then said sandra that sounds like a wonderful project a really worthy undertaking i appreciate so much you're inviting me to be a part of it i feel honored by it for a number of reasons i won't be participating myself but i want you to know how much i appreciate your invitation sandra was ready for anything but a pleasant no she turned to me inside i wish i'd said that i don't mean to imply that you shouldn't be involved in significant service projects those things are important but you have to decide what your highest priorities are and have the courage pleasantly smilingly non-apologetically to say no to other things and the way you do that is by having a bigger yes burning inside the enemy of the best is often the good keep in mind that you are always saying no to something if it isn't to the apparent urgent things in your life it is probably to the more fundamental highly important things even when the urgent is good the good can keep you from your best keep you from your unique contribution if you let it when i was director of university relations at a large university i hired a very talented proactive creative writer one day after he had been on the job for a few months i went into his office and asked him to work on some urgent matters that were pressing on me he said stephen i'll do whatever you want me to do just let me share with you my situation then he took me over to his wall board where he had listed over two dozen projects he was working on together with performance criteria and deadline dates that had been clearly negotiated before he was highly disciplined which is why i went to see him in the first place if you want to get something done give it to a busy man then he said stephen to do the jobs that you want done right would take several days which of these projects would you like me to delay or cancel to satisfy your request well i didn't want to take the responsibility for that i didn't want to put a cog in the wheel of one of the most productive people on the staff just because i happened to be managing by crisis at the time the jobs i wanted done were urgent but not important so i went and found another crisis manager and gave the job to him we say yes or no to things daily usually many times a day a center of correct principles and a focus on our personal mission empowers us with wisdom to make those judgments effectively as i work with different groups i tell them that the essence of effective time and life management is to organize and execute around balanced priorities then i ask this question if you were to fault yourself in one of three areas which would it be one the inability to prioritize two the inability or desire to organize around those priorities or 3 the lack of discipline to execute around them to stay with your priorities and organization most people say their main fault is a lack of discipline on deeper thought i believe that is not the case the basic problem is that their priorities have not become deeply planted in their hearts and minds they haven't really internalized habit too there are many people who recognize the value of quadrant two activities in their lives whether they identify them as such or not and they attempt to give priority to those activities and integrate them into their lives through self-discipline alone but without a principle center and a personal mission statement they don't have the necessary foundation to sustain their efforts there working on the leaves on the attitudes and the behaviors of discipline without even thinking to examine the roots the basic paradigms from which their natural attitudes and behaviors flow a quadrant two focus is a paradigm that grows out of a principle center if you are centered on your spouse your money your friends your pleasure or any extrinsic factor you will keep getting thrown back into quadrants one and three reacting to the outside forces your life is centered on even if you're centered on yourself you'll end up in one and three reacting to the impulse of the moment your independent will alone cannot effectively discipline you against your center in the words of the architectural maxim form follows function likewise management follows leadership the way you spend your time as a result of the way you see your time and the way you really see your priorities if your priorities grow out of a principle center and a personal mission if they are deeply planted in your heart and in your mind you will see quadrant two as a natural exciting place to invest your time it's almost impossible to say no to the popularity of quadrant 3 or to the pleasure of escape to quadrant 4 if you don't have a bigger yes burning inside only when you have the self-awareness to examine your program and the imagination and conscience to create a new unique principle-centered program to which you can say yes only then will you have sufficient independent willpower to say no with a genuine smile to the unimportant moving into quadrant ii if quadrant two activities are clearly the heart of effect of personal management the first things we need to put first then how do we organize and execute around those things the first generation of time management does not even recognize the concept of priority it gives us notes and to-do lists that we can cross off and we feel a temporary sense of accomplishment every time we check something off but no priority is attached to items on the list in addition there is no correlation between what's on the list and our ultimate values and purposes in life we simply respond to whatever penetrates our awareness and apparently needs to be done many people manage from this first generation paradigm it's the course of least resistance there's no pain or strain it's fun to go with the flow externally imposed disciplines and schedules give people the feeling that they aren't responsible for results but first-generation managers by definition are not effective people they produce very little and their lifestyle does nothing to build their production capability buffeted by outside forces they are often seen as undependable and irresponsible and they have very little sense of control and self-esteem second generation managers assume a little more control they plan and schedule in advance and generally are seen as more responsible because they show up when they're supposed to but again the activities they schedule have no priority or recognized correlation to deeper values and goals they have few significant achievements and tend to be schedule oriented third generation managers take a significant step forward they clarify their values and set goals they plan each day and prioritize their activities as i have said this is where most of the time management field is today but this third generation has some critical limitations first it limits vision daily planning often misses important things that can only be seen from a larger perspective the very language daily planning focuses on the urgent the now while third generation prioritization provides order to activity it doesn't question the essential importance of the activity in the first place it doesn't place the activity in the context of principles personal mission roles and goals the third generation value-driven daily planning approach basically prioritizes the quadrant one and three problems and crises of the day in addition the third generation makes no provision for managing roles in a balanced way it lacks realism creating the tendency to over schedule the day resulting in frustration and the desire to occasionally throw away the plan and escape to quadrant four and its efficiency time management focus tends to strain relationships rather than build them while each of the three generations has recognized the value of some kind of management tool none has produced a tool that empowers a person to live a principle-centered quadrant ii lifestyle the first generation notepads and to-do lists give us no more than a place to capture those things that penetrate our awareness so we won't forget them the second-generation appointment books and calendars merely provide a place to record our future commitments so that we can be where we have agreed to be at the appropriate time even the third generation with its vast array of planners and materials focuses primarily on helping people prioritize and plan their quadrants one and three activities though many trainers and consultants recognize the value of quadrant two activities the actual planning tools of the third generation do not facilitate organizing and executing around them as each generation builds on those that have preceded it the strengths and some of the tools of each of the first three generations provide elemental material for the fourth but there is an added need for a new dimension for the paradigm and the implementation that will empower us to move into quadrant two to become principle centered and to manage ourselves to do what is truly most important the quadrant ii tool the objective of quadrant ii management is to manage our lives effectively from a center of sound principles from a knowledge of our personal mission with a focus on the important as well as the urgent and within the framework of maintaining a balance between increasing our production and increasing our production capability this is admittedly an ambitious objective for people caught in the thick of thin things in quadrants three and four but striving to achieve it will have a phenomenal impact on personal effectiveness a quadrant to organizer will need to meet six important criteria coherence coherence suggests that there is harmony unity and integrity between your vision and mission your roles and goals your priorities and plans and your desires and discipline in your planner there should be a place for your personal mission statements so that you can constantly refer to it there also needs to be a place for your roles and for both short and long-term goals balance your tool should help you to keep balance in your life to identify your various roles and keep them right in front of you so that you don't neglect important areas such as your health your family professional preparation or personal development many people seem to think that success in one area can compensate for failure in other areas of life but can it really perhaps it can for a limited time in some areas but can success in your profession compensate for a broken marriage ruined health or weakness and personal character true effectiveness requires balance and your tool needs to help you create and maintain it quadrant two focus you need a tool that encourages you motivates you actually helps you spend the time you need in quadrant two so that you're dealing with prevention rather than prioritizing crises in my opinion the best way to do this is to organize your life on a weekly basis you can still adapt and prioritize on a daily basis but the fundamental thrust is organizing the week organizing on a weekly basis provides much greater balance and context than daily planning there seems to be implicit cultural recognition of the week as a single complete unit of time business education and many other facets of society operate within the framework of the week designating certain days for focused investment and others for relaxation or inspiration the basic judeo-christian ethic honors the sabbath the one day out of every seven set aside for uplifting purposes most people think in terms of weeks but most third generation planning tools focus on daily planning while they may help you prioritize your activities they basically only help you organize crises and busy work the key is not to prioritize what's on your schedule but to schedule your priorities and this can best be done in the context of the week a people dimension you also need a tool that deals with people not just schedules while you can think in terms of efficiency and dealing with time a principle-centered person thinks in terms of effectiveness in dealing with people there are times when principal-centered quadrant ii living requires the subordination of schedules to people your tool needs to reflect that value to facilitate implementation rather than create guilt when a schedule is not followed flexibility your planning tool should be your servant never your master since it has to work for you it should be tailored to your style your needs your particular ways portability your tool should also be portable so that you can carry it with you most of the time you may want to review your personal mission statement while riding the bus you may want to measure the value of a new opportunity against something you already have planned if your organizer is portable you will keep it with you so that important data is always within reach since squadron 2 is the heart of effective self-management you need a tool that moves you into quadrant 2. my work with the fourth generation concept has led to the creation of a tool specifically designed according to the criteria listed above but many good third generation tools can easily be adapted because the principles are sound the practices or specific applications can vary from one individual to the next becoming a quadrant to self-manager although my effort here is to teach principles not practices of effectiveness i believe you can better understand the principles and the empowering nature of the fourth generation if you actually experience organizing a week from a principle-centered quadrant to base quadrant to organizing involves four key activities identifying roles the first task is to write down your key roles if you haven't really given serious thought to the roles in your life you can write down what immediately comes to mind you have a role as an individual you may want to list one or more roles as a family member a husband or wife mother or father son or daughter a member of the extended family of grandparents aunts uncles and cousins you may want to list a few roles in your work indicating different areas in which you wish to invest time and energy on a regular basis you may have roles in church or community affairs you don't need to worry about defining the roles in a way that you will live with for the rest of your life just consider the week and write down the areas you see yourself spending time in during the next seven days here are two examples of the way people might see their various roles one individual one personal development two spouse parent two spouse three manager new products three parent 4 manager research 4 real estate salesperson 5. manager staff dev 5. community service 6. manager administration 6. symphony board member 7 chairman united way selecting goals the next step is to think of one or two important results you feel you should accomplish in each role during the next seven days these would be recorded as goals see next page at least some of these goals should reflect quadrant two activities ideally these weekly goals would be tied to the longer term goals you have identified in conjunction with your personal mission statement but even if you haven't written your mission statement you can get a feeling a sense of what is important as you consider each of your roles and one or two goals for each role scheduling now you can look at the week ahead with your goals in mind and schedule time to achieve them for example if your goal is to produce the first draft of your personal mission statement you may want to set aside a two-hour block of time on sunday to work on it sunday or some other day of the week that is special to you your faith or your circumstances is often the ideal time to plan your more personally uplifting activities including weekly organizing it's a good time to draw back to seek inspiration to look at your life in the context of principles and values if you set a goal to become physically fit through exercise you may want to set aside an hour three or four days during the week or possibly every day during the week to accomplish that goal there are some goals that you may only be able to accomplish during business hours or some that you can only do on saturday when your children are home can you begin to see some of the advantages of organizing the week instead of the day having identified roles and set goals you can translate each goal to a specific day of the week either as a priority item or even better as a specific appointment you can also check your annual or monthly calendar for any appointments you may have previously made and evaluate their importance in the context of your goals transferring those you decide to keep to your schedule and making plans to reschedule or cancel others as you study the following weekly schedule observe how each of the 19 most important often quadrant two goals has been scheduled or translated into a specific action plan in addition notice the box labeled sharp and the saw that provides a place to plan vital renewing quadrant two activities in each of the four human dimensions that will be explained in habit seven even with time set aside to accomplish 19 important goals during the week look at the amount of remaining unscheduled space on the schedule as well as empowering you to put first things first quadrant two weekly organizing gives you the freedom and the flexibility to handle unanticipated events to shift appointments if you need to to savor relationships and interactions with others to deeply enjoy spontaneous experiences knowing that you have proactively organized your week to accomplish key goals in every area of your life daily adapting with quadrant two weekly organizing daily planning becomes more a function of daily adapting of prioritizing activities and responding to unanticipated events relationships and experiences in a meaningful way taking a few minutes each morning to review your schedule can put you in touch with the value-based decisions you made as you organize the week as well as unanticipated factors that may have come up as you overview the day you can see that your roles and goals provide a natural prioritization that grows out of your innate sense of balance it is a softer more right brain prioritization that ultimately comes out of your sense of personal mission you may still find that the third generation a b c or 1 2 3 prioritization gives needed order to daily activities it would be a false dichotomy to say that activities are either important or they aren't they are obviously on a continuum and some important activities are more important than others in the context of weekly organizing third generation prioritization gives order to daily focus but trying to prioritize activities before you even know how they relate to your sense of personal mission and how they fit into the balance of your life is not effective you may be prioritizing and accomplishing things you don't want or need to be doing at all long-term organizing weekly organizing can you begin to see the difference between organizing your week as a principal-centered quadrant ii manager and planning your days as an individual centered on something else can you begin to sense the tremendous difference the quadrant ii focus would make in your current level of effectiveness having experienced the power of principle-centered quadrant to organizing in my own life and having seen it transform the lives of hundreds of other people i am persuaded it makes a difference a quantum positive difference and the more completely weekly goals are tied into a wider framework of correct principles and into a personal mission statement the greater the increase in effectiveness will be living it returning once more to the computer metaphor if habitai says you're the programmer and habit 2 says write the program then habit 3 says run the program live the program and living it is primarily a function of our independent will our self-discipline our integrity and commitment not to short-term goals and schedules or to the impulse of the moment but to the correct principles in our own deepest values which give meaning and context to our goals our schedules and our lives as you go through your week there will undoubtedly be times when your integrity will be placed on the line the popularity of reacting to the urgent but unimportant priorities of other people in quadrant iii or the pleasure of escaping to quadrant four will threaten to overpower the important quadrant two activities you have planned your principle center your self-awareness and your conscience can provide a high degree of intrinsic security guidance and wisdom to empower you to use your independent will and maintain integrity to the truly important but because you aren't omniscient you can't always know in advance what is truly important as carefully as you organize the week there will be times when as a principle-centered person you will need to subordinate your schedule to a higher value because you are principle-centered you can do that with an inner sense of peace at one point one of my sons was deeply into scheduling a deficiency one day he had a very tight schedule which included down to the minute time allocations for every activity including picking up some books washing his car and dropping carol his girlfriend among other things everything went according to schedule until it came to carroll they had been dating for a long period of time and he had finally come to the conclusion that a continued relationship would not work out so congruent with his efficiency model he had scheduled a 10 to 15-minute telephone call to tell her but the news was very traumatic to her one and a half hours later he was still deeply involved in a very intense conversation with her even then the one visit was not enough the situation was a very frustrating experience for them both again you simply can't think efficiency with people you think effectiveness with people and efficiency with things i've tried to be efficient with a disagreeing or disagreeable person and it simply doesn't work i've tried to give 10 minutes of quality time to a child or an employee to solve a problem only to discover such efficiency creates new problems and seldom resolves the deepest concern i see many parents particularly mothers with small children often frustrated in their desire to accomplish a lot because all they seem to do is meet the needs of little children all day remember frustration is a function of our expectations and our expectations are often a reflection of the social mirror rather than our own values and priorities but if you have habit too deep inside your heart and mind you have those higher values driving you you can subordinate your schedule to those values with integrity you can adapt you can be flexible you don't feel guilty when you don't meet your schedule or when you have to change it advances of the fourth generation one of the reasons why people resist using third generation time management tools is because they lose spontaneity they become rigid and inflexible they subordinate people to schedules because the efficiency paradigm of the third generation of management is out of harmony with the principle that people are more important than things the fourth generation tool recognizes that principle it also recognizes that the first person you need to consider in terms of effectiveness rather than efficiency is yourself it encourages you to spend time in quadrant two to understand and center your life on principles to give clear expression to the purposes and values you want to direct your daily decisions it helps you to create balance in your life it helps you rise above the limitations of daily planning and organize and schedule in the context of the week and when a higher value conflicts with what you have planned it empowers you to use your self-awareness and your conscience to maintain integrity to the principles and purposes you have determined are most important instead of using a roadmap you're using a compass the fourth generation of self-management is more advanced than the third and five important ways first it's principle centered more than giving lip service to quadrant two it creates the central paradigm that empowers you to see your time in the context of what is really important and effective second it's conscience-directed it gives you the opportunity to organize your life to the best of your ability and harmony with your deepest values but it also gives you the freedom to peacefully subordinate your schedule to higher values third it defines your unique mission including values and long-term goals this gives direction and purpose to the way you spend each day fourth it helps you balance your life by identifying roles and by setting goals and scheduling activities in each key role every week and fifth it gives greater contacts through weekly organizing with daily adaptation as needed rising above the limiting perspective of a single day and putting you in touch with your deepest values through review of your key roles the practical thread running through all five of these advances is a primary focus on relationships and results and a secondary focus on time delphication increasing pnpc we accomplish all that we do through delegation either to tie more to other people if we delegate to time we think efficiency if we delegate to other people we think effectiveness many people refuse to delegate to other people because they feel it takes too much time and effort and they could do the job better themselves but effectively delegating to others is perhaps the single most powerful high leverage activity there is transferring responsibility to other skilled and trained people enables you to give your energies to other high leverage activities delegation means growth both for individuals and for organizations the late j.c penney was quoted as saying that the wisest decision he ever made was to let go after realizing that he couldn't do it all by himself any longer that decision made long ago enabled the development and growth of hundreds of stores and thousands of people because delegation involves other people it is a public victory and could well be included in habit 4. but because we are focusing here on principles of personal management and the ability to delegate to others is the main difference between the role of manager and independent producer i am approaching delegation from the standpoint of your personal managerial skills a producer does whatever is necessary to accomplish desired results to get the golden eggs a parent who washes the dishes an architect who draws up blueprints or a secretary who types correspondence is a producer but when a person sets up and works with and through people and systems to produce golden eggs that person becomes a manager in the interdependent sense a parent who delegates washing the dishes to a child as a manager an architect who heads a team of other architects is a manager a secretary who supervises other secretaries and office personnel as an office manager a producer can invest one hour of effort and produce one unit of results assuming no loss of efficiency a manager on the other hand can invest one hour of effort and produce 10 or 50 or 100 units through effective delegation management is essentially moving the fulcrum over and the key to effective management is delegation go for delegation there are basically two kinds of delegation go for delegation and stewardship delegation go for delegation means go for this go for that do this do that and tell me when it's done most people who are producers have a go for delegation paradigm remember the machete wielders in the jungle they are the producers they roll up their sleeves and get the job done if they are given a position of supervision or management they still think like producers they don't know how to set up a full delegation so that another person is committed to achieve results because they are focused on methods they become responsible for the results i was involved in a gopher delegation once when our family went water skiing my son who is an excellent skier was in the water being pulled and i was driving the boat i handed the camera to sandra and asked her to take some pictures at first i told her to be selective in her picture-taking because we didn't have much film left then i realized she was unfamiliar with the camera so i became a little more specific i told her to be sure to wait until the sun was ahead of the boat and until our sun was jumping the wake or making a turn and touching his elbow but the more i thought about our limited footage and her inexperience with the camera the more concerned i became i finally said look sandra just push the button when i tell you okay and i spent the next few minutes yelling take it take it don't take it don't take it i was afraid that if i didn't direct her every move every second it wouldn't be done right that was true go for delegation one-on-one supervision of methods many people consistently delegate that way but how much does it really accomplish and how many people is it possible to supervise or manage when you have to be involved in every move they make there's a much better way a more effective way to delegate to other people and it's based on a paradigm of appreciation of the self-awareness the imagination the conscience and the free will of other people stewardship delegation stewardship delegation is focused on results instead of methods it gives people a choice of method and makes them responsible for results it takes more time in the beginning but it's time well invested you can move the fulcrum over you can increase your leverage through stewardship delegation stewardship delegation involves clear upfront mutual understanding and commitment regarding expectations in five areas desired results create a clear mutual understanding of what needs to be accomplished focusing on what not how results not methods spend time be patient visualize the desired result have the person see it describe it make out a quality statement of what the results will look like and by when they will be accomplished guidelines identify the parameters within which the individual should operate these should be as few as possible to avoid methods delegation but should include any formidable restrictions you wouldn't want a person to think he had considerable latitude as long as he accomplished the objectives only to violate some long-standing traditional practice or value that kills initiative and sends people back to the gopher's creed just tell me what you want me to do and i'll do it if you know the failure paths of the job identify them be honest and open tell a person where the quicksand is and where the wild animals are you don't want to have to reinvent the wheel every day let people learn from your mistakes or the mistakes of others point out the potential failure paths what not to do but don't tell them what to do keep the responsibility for results with them to do whatever is necessary within the guidelines resources identify the human financial technical or organizational resources the person can draw on to accomplish the desired results accountability set up the standards of performance that will be used in evaluating the results and the specific times when reporting and evaluation will take place consequences specify what will happen both good and bad as a result of the evaluation this could include such things as financial rewards psychic rewards different job assignments and natural consequences tied into the overall mission of an organization some years ago i had an interesting experience and delegation with one of my sons we were having a family meeting and we had our mission statement up on the wall to make sure our plans were in harmony with our values everybody was there i set up a big blackboard and we wrote down our goals the key things we wanted to do and the jobs that flowed out of those goals then i asked for volunteers to do the job who wants to pay the mortgage i asked i noticed i was the only one with my hand up who wants to pay for the insurance the food the cars i seem to have a real monopoly on the opportunities who wants to feed the new baby there was more interest here but my wife was the only one with the right qualifications for the job as we went down the list job by job it was soon evident that mom and dad had more than 60-hour work weeks with that paradigm in mind some of the other jobs took on a more proper perspective my seven-year-old son stephen volunteered to take care of the yard before i actually gave him the job i began a thorough training process i wanted him to have a clear picture in his mind of what a well-cared for yard was like so i took him next door to our neighbors look son i said see how our neighbor's yard is green and clean that's what we're after green and clean now come look at our yard see the mixed colors that's not it that's not green green and clean is what we want now how you get it green is up to you you're free to do it any way you want except paint it but i'll tell you how i'd do it if it were up to me how would you do it dad i'd turn on the sprinklers but you may want to use buckets or a hose it makes no difference to me all we care about is that the color is green okay okay now let's talk about clean sun clean means no messes around no paper strings bones sticks or anything that messes up the place i'll tell you what let's do let's just clean up half the yard right now and look at the difference so we got out two paper sacks and picked up one side of the yard now look at this side look at the other side see the difference that's called clean wait he called i see some paper behind that bush oh good i didn't notice that newspaper back there you have good eyes son now before you decide whether or not you're going to take the job let me tell you a few more things because when you take the job i don't do it anymore it's your job it's called a stewardship stewardship means a job with a trust i trust you to do the job to get it done now who's going to be your boss you dad no not me you're the boss you boss yourself how do you like mom and dad nagging you all the time i don't we don't like doing it either it sometimes causes a bad feeling doesn't it so you boss yourself now guess who your helper is who i am i said you boss me i do that's right but my time to help is limited sometimes i'm away but when i'm here you tell me how i can help i'll do anything you want me to do okay now guess who judges you who you judge yourself i do that's right twice a week the two of us will walk around the yard and you can show me how it's coming how are you going to judge green and clean right i trained him with those two words for two weeks before i felt he was ready to take the job finally the big day came is it a deal son it's a deal what's the job green and clean what's green he looked at our yard which was beginning to look better then he pointed next door that's the color of his yard what's clean no messes who's the boss i am who's your helper you are when you have time who's the judge i am we'll walk around two times a week and i can show you how it's coming and what will we look for green and clean at that time i didn't mention an allowance but i wouldn't hesitate to attach an allowance to such a stewardship two weeks and two words i thought he was ready it was saturday and he did nothing sunday nothing monday nothing as i pulled out of the driveway on my way to work on tuesday i looked at the yellow cluttered yard and the hot july sun on its way up surely he'll do it today i thought i could rationalize saturday because that was the day we made the agreement i could rationalize sunday sunday was for other things but i couldn't rationalize monday and now it was tuesday certainly he'd do it today it was summertime what else did he have to do all day i could hardly wait to return home to see what happened as i rounded the corner i was met with the same picture i left that morning and there was my son at the park across the street playing this was not acceptable i was upset and disillusioned by his performance after two weeks of training and all those commitments we had a lot of effort pride and money invested in the yard and i could see it going down the drain besides my neighbor's yard was manicured and beautiful and the situation was beginning to get embarrassing i was ready to go back to go for delegation son you get over here and pick up this garbage right now or else i knew i could get the golden egg that way but what about the goose what would happen to his internal commitment so i faked a smile and yelled across the street hi son how's it going fine he returned how's the yard coming i knew the minute i said it i had broken our agreement that's not the way we had set up an accounting that's not what we had agreed so he felt justified in breaking it too fine dad i bit my tongue and waited until after dinner then i said son let's do as we agreed let's walk around the yard together and you can show me how it's going in your stewardship as we started out the door his chin began to quiver tears welled up in his eyes and by the time we got out to the middle of the yard he was whimpering it's so hard dad what's so hard i thought to myself you haven't done a single thing but i knew what was hard self-management self-supervision so i said is there anything i can do to help would you dad he sniffed what was our agreement you said you'd help me if you had time i have time so he ran into the house and came back with two sacks he handed me one will you pick that stuff up he pointed to the garbage from saturday night's barbecue it makes me sick so i did i did exactly what he asked me to do and that was when he signed the agreement in his heart it became his yard his stewardship he only asked for help two or three more times that entire summer he took care of that yard he kept it greener and cleaner than it had ever been under my stewardship he even reprimanded his brothers and sisters if they left so much as a gum wrapper on the lawn trust is the highest form of human motivation it brings out the very best in people but it takes time and patience and it doesn't preclude the necessity to train and develop people so that their competency can rise to the level of that trust i am convinced that if stewardship delegation is done correctly both parties will benefit and ultimately much more work will get done in much less time i believe that a family that is well organized whose time has been spent effectively delegating on a one-on-one basis can organize the work so that everyone can do everything in about an hour a day but that takes the internal capacity to want to manage not just to produce the focus is on effectiveness not efficiency certainly you can pick up that room better than a child but the key is that you want to empower the child to do it it takes time you have to get involved in the training and development it takes time but how valuable that time is downstream it saves you so much in the long run this approach involves an entirely new paradigm of delegation in effect it changes the nature of the relationship the steward becomes his own boss governed by a conscience that contains the commitment to agreed upon desired results but it also releases his creative energies toward doing whatever is necessary in harmony with correct principles to achieve those desired results the principles involved in stewardship delegation are correct and applicable to any kind of person or situation with immature people you specify fewer desired results and more guidelines identify more resources conduct more frequent accountability interviews and apply more immediate consequences with more mature people you have more challenging desired results fewer guidelines less frequent accountability and less measurable but more discernible criteria effective delegation is perhaps the best indicator of effective management simply because it is so basic to both personal and organizational growth the quadrant ii paradigm the key to effective management of self or of others through delegation is not in any technique or tool or extrinsic factor it is intrinsic in the quadrant ii paradigm that empowers you to see through the lens of importance rather than urgency i have included in the appendix an exercise called a quadrant two day at the office which will enable you to see in a business setting how powerfully this paradigm can impact your effectiveness as you work to develop a quadrant 2 paradigm you will increase your ability to organize and execute every week of your life around your deepest priorities to walk your talk you will not be dependent on any other person or thing for the effective management of your life interestingly every one of the seven habits is in quadrant two everyone deals with fundamentally important things that if done on a regular basis would make a tremendous positive difference in our lives application suggestions 1. identify a quadrant 2 activity you know has been neglected in your life one that if done well would have a significant impact in your life either personally or professionally write it down and commit to implement it 2. draw a time management matrix and try to estimate what percentage of your time you spend in each quadrant then log your time for 3 days and 15 minute intervals how accurate was your estimate are you satisfied with the way you spend your time what do you need to change three make a list of responsibilities you could delegate and the people you could delegate to or train to be responsible in these areas determine what is needed to start the process of delegation or training 4. organize your next week start by writing down your roles and goals for the week then transfer the goals to a specific action plan at the end of the week evaluate how well your plan translated your deep values and purposes into your daily life and the degree of integrity you are able to maintain to those values and purposes 5. commit yourself to start organizing on a weekly basis and set up a regular time to do it six either convert your current planning tool into a fourth generation tool or secure such a tool seven go through a quadrant two day at the office appendix b for a more in-depth understanding of the impact of a quadrant ii paradigm please refer to appendix b on the previous pages is a sample weekly schedule from the seven habits organizer if you would like samples of these schedules which you can adapt to your current system please call 1-800-255-0777 or visit our internet home page at http colon www.franklincovey.com these schedules are also a feature of microsoft's schedule plus with seven habits part three public victory paradigms of interdependence there can be no friendship without confidence and no confidence without integrity samuel johnson before moving into the area of public victory we should remember that effective interdependence can only be built on a foundation of true independence private victory precedes public victory algebra comes before calculus as we look back and survey the terrain to determine where we've been and where we're in relationship to where we're going we clearly see that we could not have gotten where we are without coming the way we came there aren't any other roads there aren't any shortcuts there's no way to parachute into this terrain the landscape ahead is covered with the fragments of broken relationships of people who have tried they've tried to jump into effective relationships without the maturity the strength of character to maintain them but you just can't do it you simply have to travel the road you can't be successful with other people if you haven't paid the price of success with yourself a few years ago when i was giving a seminar on the oregon coast a man came up to me and said you know stephen i really don't enjoy coming to these seminars he had my attention look at everyone else here he continued look at this beautiful coastline and the sea out there and all that's happening and all i can do is sit and worry about the grilling i'm going to get from my wife tonight on the phone she gives me the third degree every time i'm away where did i eat breakfast who else was there was i in meetings all morning when did we stop for lunch what did i do during lunch how did i spend the afternoon what did i do for entertainment in the evening who is with me what did we talk about and what she really wants to know but never quite asks is who she can call to verify everything i tell her she just nags me and questions everything i do whenever i'm away it's taken the bloom out of this whole experience i really don't enjoy it at all he did look pretty miserable we talked for a while and then he made a very interesting comment i guess she knows all the questions to ask he said a little sheepishly it was at a seminar like this that i met her when i was married to someone else i considered the implications of his comment and then said you're kind of into quick fix aren't you what do you mean he replied well you'd like to take a screwdriver and just open up your wife's head and rewire that attitude of hers really fast wouldn't you sure i'd like her to change he exclaimed i don't think it's right for her to constantly grill me like she does my friend i said you can't talk your way out of problems you behave yourself into we're dealing with a very dramatic and very fundamental paradigm shift here you may try to lubricate your social interactions with personality techniques and skills but in the process you may truncate the vital character base you can have the fruits without the roots it's the principle of sequencing private victory precedes public victory self-mastery and self-discipline are the foundation of good relationships with others some people say that you have to like yourself before you can like others i think that idea has merit but if you don't know yourself if you don't control yourself if you don't have mastery over yourself it's very hard to like yourself except in some short-term psych-up superficial way real self-respect comes from dominion over self from true independence and that's the focus of habits one two and three independence is an achievement interdependence is a choice only independent people can make unless we are willing to achieve real independence it's foolish to try to develop human relation skills we might try we might even have some degree of success when the sun is shining but when the difficult times come and they will we won't have the foundation to keep things together the most important ingredient we put into any relationship is not what we say or what we do but what we are and if our words and our actions come from superficial human relations techniques the personality ethic rather than from our own inner core the character ethic others will sense that duplicity we simply won't be able to create and sustain the foundation necessary for effective interdependence the techniques and skills that really make a difference in human interaction are the ones that almost naturally flow from a truly independent character so the place to begin building any relationship is inside ourselves inside our circle of influence our own character as we become independent proactive centered in correct principles value-driven and able to organize and execute around the priorities in our life with integrity we then can choose to become interdependent capable of building rich enduring highly productive relationships with other people as we look at the terrain ahead we see that we're entering a whole new dimension interdependence opens up worlds of possibilities for deep rich meaningful associations for geometrically increased productivity for serving for contributing for learning for growing but it is also where we feel the greatest pain the greatest frustration the greatest roadblocks to happiness and success and we're very aware of that pain because it is acute we can often live for years with the chronic pain of our lack of vision leadership or management in our personal lives we feel vaguely uneasy and uncomfortable and occasionally take steps to ease the pain at least for a time because the pain is chronic we get used to it we learn to live with it but when we have problems in our interactions with other people we're very aware of acute pain it's often intense and we want it to go away that's when we try to treat the symptoms with quick fixes and techniques the band-aids of the personality ethic we don't understand that the acute pain is an outgrowth of the deeper chronic problem and until we stop treating the symptoms and start treating the problem our efforts will only bring counterproductive results we will only be successful at obscuring the chronic pain even more now as we think of effective interaction with others let's go back to our earlier definition of effectiveness we've said it's the p pc balance the fundamental concept in the story of the goose and the golden egg in an interdependent situation the golden eggs are the effectiveness the wonderful synergy the results created by open communication and positive interaction with others and to get those eggs on a regular basis we need to take care of the goose we need to create and care for the relationships that make those results realities so before we descend from our point of reconnaissance and get into habits 4 5 and 6 i would like to introduce what i believe to be a very powerful metaphor in describing relationships and in defining the p pc balance in an interdependent reality the emotional bank account we all know what a financial bank account is we make deposits into it and build up a reserve from which we can make withdrawals when we need to an emotional bank account is a metaphor that describes the amount of trust that's been built up in a relationship it's the feeling of safeness you have with another human being if i make deposits into an emotional bank account with you through courtesy kindness honesty and keeping my commitments to you i build up a reserve your trust toward me becomes higher and i can call upon that trust many times if i need to i can even make mistakes in that trust level that emotional reserve will compensate for it my communication may not be clear but you'll get my meaning anyway you won't make me an offender for a word when the trust account is high communication is easy instant and effective but if i have a habit of showing discourtesy disrespect cutting you off overreacting ignoring you becoming arbitrary betraying your trust threatening you or playing littleton god in your life eventually my emotional bank account is overdrawn the trust level gets very low then what flexibility do i have none i'm walking on mine fields i have to be very careful of everything i say i measure every word it's tension city memo haven it's protecting my backside politicking and many organizations are filled with it many families are filled with it many marriages are filled with it if a large reserve of trust is not sustained by continuing deposits a marriage will deteriorate instead of rich spontaneous understanding and communication the situation becomes one of accommodation where two people simply attempt to live independent lifestyles in a fairly respectful and tolerant way the relationship may further deteriorate to one of hostility and defensiveness the fight-or-flight response creates verbal battles slammed doors refusal to talk emotional withdrawal and self-pity it may end up in a cold war at home sustained only by children sex social pressure or image protection or it may end up in open warfare in the courts where bitter ego decimating legal battles can be carried on for years as people endlessly confess the sins of a former spouse and this is in the most intimate the most potentially rich joyful satisfying and productive relationship possible between two people on this earth the p-slash pc lighthouse is there we can either break ourselves against it or we can use it as a guiding light our most constant relationships like marriage require our most constant deposits with continuing expectations old deposits evaporate if you suddenly run into an old high school friend you haven't seen for years you can pick up right where you left off because the earlier deposits are still there but your accounts with the people you interact with on a regular basis require more constant investment there are sometimes automatic withdrawals in your daily interactions or in their perception of you that you don't even know about this is especially true with teenagers in the home suppose you have a teenage son and your normal conversation is something like clean your room button your shirt turn down the radio go get a haircut and don't forget to take out the garbage over a period of time the withdrawals far exceed the deposits now suppose this son is in the process of making some important decisions that will affect the rest of his life but the trust level is so low and the communication process so closed mechanical and unsatisfying that he simply will not be open to your counsel you may have the wisdom and the knowledge to help him but because your account is so overdrawn he will end up making his decisions from a short-range emotional perspective which may well result in many negative long-range consequences you need a positive balance to communicate on these tender issues what do you do what would happen if you started making deposits into the relationship maybe the opportunity comes up to do him a little kindness to bring home a magazine on skateboarding if that's his interest or just to walk up to him when he's working on a project and offer to help perhaps you could invite him to go to a movie with you or take him out for some ice cream probably the most important deposit you could make would be just to listen without judging or preaching or reading your own autobiography into what he says just listen and seek to understand let him feel your concern for him your acceptance of him as a person he may not respond at first he may even be suspicious what's to add up to now what technique is mom trying on me this time but as those genuine deposits keep coming they begin to add up that overdrawn balance is shrinking remember that quick fix is a mirage building and repairing relationships takes time if you become impatient with his apparent lack of response or is seeming in gratitude you may make huge withdrawals and undo all the good you've done after all we've done for you the sacrifices we've made how can you be so ungrateful we try to be nice and you act like this i can't believe it it's hard not to get impatient it takes character to be proactive to focus on your circle of influence to nurture growing things and not to pull up the flowers to see how the roots are coming but there really is no quick fix building and repairing relationships are long-term investments six major deposits let me suggest six major deposits that build the emotional bank account understanding the individual really seeking to understand another person is probably one of the most important deposits you can make and it is the key to every other deposit you simply don't know what constitutes a deposit to another person until you understand that individual what might be a deposit for you going for a walk to talk things over going out for ice cream together working on a common project might not be perceived by someone else as a deposit at all it might even be perceived as a withdrawal if it doesn't touch the person's deep interests or needs one person's mission is another person's minutia to make a deposit what is important to another person must be as important to you as the other person is to you you may be working on a high priority project when your six-year-old child interrupts with something that seems trivial to you but it may be very important from his point of view it takes habit too to recognize and recommit yourself to the value of that person in habit 3 to subordinate your schedule to that human priority by accepting the value he places on what he has to say you show an understanding of him that makes a great deposit i have a friend whose son developed an avid interest in baseball my friend wasn't interested in baseball at all but one summer he took his son to see every major league team play one game the trip took over six weeks and cost a great deal of money but it became a powerful bonding experience in their relationship my friend was asked on his return do you like baseball that much no he replied but i like my son that much i have another friend a college professor who had a terrible relationship with his teenage son this man's entire life was essentially academic and he felt his son was totally wasting his life by working with his hands instead of working to develop his mind as a result he was almost constantly on the boy's back and in moments of regret he would try to make deposits that just didn't work the boy perceived the gestures as new forms of rejection comparison and judgment and they precipitated huge withdrawals the relationship was turning sour and it was breaking the father's heart one day i shared with him this principle of making what is important to the other person as important to you as the other person is to you he took it deeply to heart he engaged his son in a project to build a miniature wall of china around their home it was a consuming project and they worked side by side on it for over a year and a half through that bonding experience the son moved through that phase in his life and into an increased desire to develop his mind but the real benefit was what happened to the relationship instead of a sore spot it became a source of joy and strength to both father and son our tendency is to project out of our own autobiographies what we think other people want or need we project our intentions on the behavior of others we interpret what constitutes a deposit based on our own needs and desires either now or when we were at a similar age or stage in life if they don't interpret our effort as a deposit our tendency is to take it as a rejection of our well-intentioned effort and to give up the golden rule says to do unto others as you would have others do unto you while on the surface that could mean to do for them what you would like to have done for you i think the more essential meaning is to understand them deeply as individuals the way you would want to be understood and then to treat them in terms of that understanding as one successful parent said about raising children treat them all the same by treating them differently attending to the little things the little kindnesses and courtesies are so important small discourtesies little unkindnesses little forms of disrespect make large withdrawals in relationships the little things are the big things i remember an evening i spent with two of my sons some years ago it was an organized father and son outing complete with gymnastics wrestling matches hot dogs orange aid and a movie the works in the middle of the movie sean who was then four years old fell asleep in his seat his older brother stephen who was six stayed awake and we watched the rest of the movie together when it was over i picked sean up in my arms carried him out to the car and laid him in the back seat it was very cold at night so i took off my coat and gently arranged it over and around him when we arrived home i quickly carried sean in and tucked him into bed after stephen put on his jammies and brushed his teeth i lay down next to him to talk about the night out together how'd you like it steven fine he answered did you have fun yes what did you like most i don't know the trampoline i guess that was quite a thing wasn't it doing those somersaults and tricks in the air like that there wasn't much response on his part i found myself making conversation i wondered why stephen wouldn't open up more he usually did when exciting things happened i was a little disappointed i sensed something was wrong he had been so quiet on the way home and getting ready for bed suddenly stephen turned over on his side facing the wall i wondered why and lifted myself up just enough to see his eyes welling up with tears what's wrong honey what is it he turned back and i could sense he was feeling some embarrassment for the tears and his quivering lips and chin daddy if i were cold would you put your coat around me too of all the events of that special night out together the most important was a little act of kindness a momentary unconscious showing of love to his little brother what a powerful personal lesson that experience was to me then and is even now people are very tender very sensitive inside i don't believe age or experience makes much difference inside even within the most toughened and calloused exteriors are the tender feelings and emotions of the heart keeping commitments keeping a commitment or a promise is a major deposit breaking one is a major withdrawal in fact there's probably not a more massive withdrawal than to make a promise that's important to someone and then not to come through the next time a promise is made they won't believe it people tend to build their hopes around promises particularly promises about their basic livelihood i've tried to adopt a philosophy as a parent never to make a promise i don't keep i therefore try to make them very carefully very sparingly and to be aware of as many variables and contingencies as possible so that something doesn't suddenly come up to keep me from fulfilling it occasionally despite all my effort the unexpected does come up creating a situation where it would be unwise or impossible to keep a promise i've made but i value that promise i either keep it anyway or explain the situation thoroughly to the person involved and ask to be released from the promise i believe that if you cultivate the habit of always keeping the promises you make you build bridges of trust that span the gaps of understanding between you and your child then when your child wants to do something you don't want him to do and out of your maturity you can see consequences that the child cannot see you can say son if you do this i promise you that this will be the result if that child has cultivated trust in your word in your promises he will act on your counsel clarifying expectations imagine the difficulty you might encounter if you and your boss had different assumptions regarding whose role it was to create your job description when am i going to get my job description you might ask i've been waiting for you to bring one to me so that we could discuss it your boss might reply i thought defining my job was your role that's not my role at all don't you remember right from the first i said that how you do in the job largely depends on you i thought you meant that the quality of my job depended on me but i don't even know what my job really is unclear expectations in the area of goals also undermine communication and trust i did exactly what you asked me to do and here is the report i don't want a report the goal was to solve the problem not to analyze it and report on it i thought the goal was to get a handle on the problem so we could delegate it to someone else how many times have we had these kinds of conversations you said no you're wrong i said you did not you never said i was supposed to oh yes i did i clearly said you never even mentioned but that was our agreement the cause of almost all relationship difficulties is rooted in conflicting or ambiguous expectations around roles and goals whether we are dealing with a question of who does what at work how you communicate with your daughter when you tell her to clean her room or who feeds the fish and takes out the garbage we can be certain that unclear expectations will lead to misunderstanding disappointment and withdrawals of trust many expectations are implicit they haven't been explicitly stated or announced but people nevertheless bring them to a particular situation in marriage for example a man and a woman have implicit expectations of each other in their marriage roles although these expectations have not been discussed or sometimes even recognized by the person who has them fulfilling them makes great deposits in the relationship and violating them makes withdrawals that's why it's so important whenever you come into a new situation to get all the expectations out on the table people will begin to judge each other through those expectations and if they feel like their basic expectations have been violated the reserve of trust is diminished we create many negative situations by simply assuming that our expectations are self-evident and that they are clearly understood and shared by other people the deposit is to make the expectations clear and explicit in the beginning this takes a real investment of time and effort up front but it saves great amounts of time and effort down the road when expectations are not clear and shared people begin to become emotionally involved and simple misunderstandings become compounded turning into personality clashes and communication breakdowns clarifying expectations sometimes takes a great deal of courage it seems easier to act as though differences don't exist and to hope things will work out than it is to face the differences and work together to arrive at a mutually agreeable set of expectations showing personal integrity personal integrity generates trust and is the basis of many different kinds of deposits lack of integrity can undermine almost any other effort to create high trust accounts people can seek to understand remember the little things keep their promises clarify and fulfill expectations and still fail to build reserves of trust if they are inwardly duplicitous integrity includes but goes beyond honesty honesty is telling the truth in other words conforming our words to reality integrity is conforming reality to our words in other words keeping promises and fulfilling expectations this requires an integrated character a oneness primarily with self but also with life one of the most important ways to manifest integrity is to be loyal to those who are not present in doing so we build the trust of those who are present when you defend those who are absent you retain the trust of those present suppose you and i were talking alone and we were criticizing our supervisor in a way that we would not dare to do if you were present now what will happen when you and i have a falling out you know i'm going to be discussing your weaknesses with someone else that's what you and i did behind our supervisor's back you know my nature i'll sweet talk you to your face and bad-mouth you behind your back you've seen me do it that's the essence of duplicity does that build a reserve of trust in my account with you on the other hand suppose you were to start criticizing our supervisor and i basically told you i agree with the content of some of the criticism and suggest that the two of us go directly to him and make an effective presentation on how things might be improved then what would you know i would do if someone were to criticize you to me behind your back for another example suppose in my effort to build a relationship with you i told you something someone else had shared with me in confidence i really shouldn't tell you this i might say but since you're my friend would my betraying another person build my trust account with you or would you wonder if the things you had told me and confidence were being shared with others such duplicity might appear to be making a deposit with the person you're with but it is actually a withdrawal because you communicate your own lack of integrity you may get the golden egg of temporary pleasure from putting someone down or sharing privileged information but you're strangling the goose weakening the relationship that provides enduring pleasure and association integrity in an interdependent reality is simply this you treat everyone by the same set of principles as you do people will come to trust you they may not at first appreciate the honest confrontational experiences such integrity might generate confrontation takes considerable courage and many people would prefer to take the course of least resistance belittling and criticizing betraying confidences or participating in gossip about others behind their backs but in the long run people will trust and respect you if you are honest and open and kind with them you care enough to confront and to be trusted it is said is greater than to beloved in the long run i am convinced to be trusted will be also to beloved when my son joshua was quite young he would frequently ask me a soul-searching question whenever i overreacted to someone else or was the least bit impatient or unkind he was so vulnerable and so honest and our relationship was so good that he would simply look me in the eye and say dad do you love me if he thought i was breaking a basic principle of life towards someone else he wondered if i wouldn't break it with him as a teacher as well as a parent i have found that the key to the 99 is the one particularly the one that is testing the patience and the good humor of the many it is the love and the discipline of the one student the one child that communicates love for the others it's how you treat the one that reveals how you regard the 99 because everyone is ultimately a one integrity also means avoiding any communication that is deceptive full of guile or beneath the dignity of people a lie is any communication with intent to deceive according to one definition of the word whether we communicate with words or behavior if we have integrity our intent cannot be to deceive apologizing sincerely when you make a withdrawal when we make withdrawals from the emotional bank account we need to apologize and we need to do it sincerely great deposits come in the sincere words i was wrong that was unkind of me i showed you no respect i gave you no dignity and i'm deeply sorry i embarrassed you in front of your friends and i had no call to do that even though i wanted to make a point i never should have done it i apologize it takes a great deal of character strength to apologize quickly out of one's heart rather than out of pity a person must possess himself and have a deep sense of security and fundamental principles and values in order to genuinely apologize people with little internal security can't do it it makes them too vulnerable they feel it makes them appear soft and weak and they fear that others will take advantage of their weakness their security is based on the opinions of other people and they worry about what others might think in addition they usually feel justified in what they did they rationalize their own wrong in the name of the other person's wrong and if they apologize at all it's superficial if you're going to bow bolo says eastern wisdom pay the uh most farthing says the christian ethic to be a deposit an apology must be sincere and it must be perceived as sincere leo roskin taught it is the weak who are cruel gentleness can only be expected from the strong i was in my office at home one afternoon writing of all things on the subject of patience i could hear the boys running up and down the hall making loud banging noises and i could feel my own patience beginning to wane suddenly my son david started pounding on the bathroom door yelling at the top of his lungs let me in let me in i rushed out of the office and spoke to him with great intensity david do you have any idea how disturbing that is to me do you know how hard it is to try to concentrate and write creatively now you go into your room and stay in there until you can behave yourself so when he went dejected and shut the door as i turned around i became aware of another problem the boys had been playing tackle football in the four foot wide hallway and one of them had been elbowed in the mouth he was lying there in the hall bleeding from the mouth david i discovered had gone to the bathroom to get a wet towel for him but his sister maria who was taking a shower wouldn't open the door when i realized that i had completely misinterpreted the situation and had overreacted i immediately went in to apologize to david as i opened the door the first thing he said to me was i won't forgive you well why not honey i replied honestly i didn't realize you were trying to help your brother why won't you forgive me because you did the same thing last week he replied in other words he was saying dad you're overdrawn and you're not going to talk your way out of a problem you behaved yourself into sincere apologies make deposits repeated apologies interpreted as insincere make withdrawals and the quality of the relationship reflects it it is one thing to make a mistake and quite another thing not to admit it people will forgive mistakes because mistakes are usually of the mind mistakes of judgment but people will not easily forgive the mistakes of the heart the ill intention the bad motives the prideful justifying cover-up of the first mistake the laws of love and the laws of life when we make deposits of unconditional love when we live the primary laws of love we encourage others to live the primary laws of life in other words when we truly love others without condition without strings we help them feel secure and safe and validated and affirmed in their essential worth identity and integrity their natural growth process is encouraged we make it easier for them to live the laws of life cooperation contribution self-discipline integrity and to discover and live true to the highest and best within them we give them the freedom to act on their own inner imperatives rather than react to our conditions and limitations this does not mean we become permissive or soft that itself is a massive withdrawal we counsel we plead we set limits and consequences but we love regardless when we violate the primary laws of love when we attach strings and conditions to that gift we actually encourage others to violate the primary laws of life we put them in a reactive defensive position where they feel they have to prove i matter as a person independent of you in reality they aren't independent they are counter-dependent which is another form of dependency and is at the lowest end of the maturity continuum they become reactive almost enemy-centered more concerned about defending their rights and producing evidence of their individuality than they are about proactively listening to and honoring their own inner imperatives rebellion is a knot of the heart not of the mind the key is to make deposits constant deposits of unconditional love i once had a friend who was dean of a very prestigious school he planned and saved for years to provide his son the opportunity to attend that institution but when the time came the boy refused to go this deeply concerned his father graduating from that particular school would have been a great asset to the boy besides it was a family tradition three generations of attendance preceded the boy the father pleaded and urged and talked he also tried to listen to the boy to understand him all the while hoping that the sun would change his mind the subtle message being communicated was one of conditional love the son felt that in a sense the father's desire for him to attend the school outweighed the value he placed on him as a person and as a son which was terribly threatening consequently he fought for in with his own identity and integrity and he increased in his resolve and his efforts to rationalize his decision not to go after some intense soul-searching the father decided to make a sacrifice to renounce conditional love he knew that his son might choose differently than he had wished nevertheless he and his wife resolved to love their son unconditionally regardless of his choice it was an extremely difficult thing to do because the value of his educational experience was so close to their hearts and because it was something they had planned and worked for since his birth the father and mother went through a very difficult rescripting process struggling to really understand the nature of unconditional love they communicated to the boy what they were doing and why and told him that they had come to the point at which they could say in all honesty that his decision would not affect their complete feeling of unconditional love toward him they didn't do this to manipulate him to try to get him to shape up they did it as the logical extension of their growth and character the boy didn't give much of a response at the time but his parents had such a paradigm of unconditional love at that point that it would have made no difference in their feelings for him about a week later he told his parents that he had decided not to go they were perfectly prepared for this response and continued to show unconditional love for him everything was settled in life went along normally a short time later an interesting thing happened now that the boy no longer felt he had to defend his position he searched within himself more deeply and found that he really did want to have this educational experience he applied for admission and then he told his father who again showed unconditional love by fully accepting his son's decision my friend was happy but not excessively so because he had truly learned to love without condition daghumarhold past secretary-general of the united nations once made a profound far-reaching statement it is more noble to give yourself completely to one individual than to labor diligently for the salvation of the masses i take that to mean that i could devote 8 10 or 12 hours a day 5 6 or 7 days a week to the thousands of people and projects out there and still not have a deep meaningful relationship with my own spouse with my own teenage son with my closest working associate and it would take more nobility of character more humility courage and strength to rebuild that one relationship than it would to continue putting in all those hours for all those people and causes in 25 years of consulting with organizations i have been impressed over and over again by the power of that statement many of the problems in organizations stem from relationship difficulties at the very top between two partners in a professional firm between the owner and the president of a company between the president and an executive vice president it truly takes more nobility of character to confront and resolve those issues than it does to continue to diligently work for the many projects and people out there when i first came across hamarhold's statement i was working in an organization where there were unclear expectations between the individual who was my right-hand man and myself i simply did not have the courage to confront our differences regarding role and goal expectations and values particularly in our methods of administration so i worked for a number of months in a compromise mode to avoid what might turn out to be an ugly confrontation all the while bad feelings were developing inside both of us after reading that it is more noble to give yourself completely to one individual than to labor diligently for the salvation of the masses i was deeply affected by the idea of rebuilding that relationship i had to steal myself for what lay ahead because i knew it would be hard to really get the issues out and to achieve a deep common understanding and commitment i remember actually shaking in anticipation of the visit he seemed like such a hard man so said in his own ways and so right in his own eyes yet i needed his strengths and abilities i was afraid a confrontation might jeopardize the relationship and result in my losing those strengths i went through a mental dress rehearsal of the anticipated visit and i finally became settled within myself around the principles rather than the practices of what i was going to do and say at last i felt peace of mind and the courage to have the communication when we met together to my total surprise i discovered that this man had been going through the very same process and had been longing for such a conversation he was anything but hard and defensive nevertheless our administrative styles were considerably different and the entire organization was responding to these differences we both acknowledged the problems that our disunity had created over several visits we were able to confront the deeper issues to get them all out on the table and to resolve them one by one with a spirit of high mutual respect we were able to develop a powerful complementary team and a deep personal affection which added tremendously to our ability to work effectively together creating the unity necessary to run an effective business or a family or a marriage requires great personal strength and courage no amount of technical administrative skill and laboring for the masses can make up for lack of nobility of personal character and developing relationships it is at a very essential one-on-one level that we live the primary laws of love and life problems are pc opportunities this experience also taught me another powerful paradigm of interdependence it deals with the way in which we see problems i had lived for months trying to avoid the problem seeing it as a source of irritation a stumbling block and wishing it would somehow go away but as it turned out the very problem created the opportunity to build a deep relationship that empowered us to work together as a strong complementary team i suggest that in an interdependent situation every p problem is a pc opportunity a chance to build the emotional bank accounts that significantly affect interdependent production when parents see their children's problems as opportunities to build the relationship instead of as negative burdensome irritations it totally changes the nature of parent-child interaction parents become more willing even excited about deeply understanding and helping their children when a child comes to them with a problem instead of thinking oh no not another problem their paradigm is here is a great opportunity for me to really help my child and to invest in our relationship many interactions change from transactional to transformational and strong bonds of love and trust are created as children sense the value parents give to their problems and to them as individuals this paradigm is powerful in business as well one department store chain that operates from this paradigm has created a great loyalty among its customers anytime a customer comes into the store with a problem no matter how small the clerks immediately see it as an opportunity to build the relationship with the customer they respond with a cheerful positive desire to solve the problem in a way that will make the customer happy they treat the customer with such grace and respect giving such second mile service that many of the customers don't even think of going anywhere else by recognizing that the p pc balance is necessary to effectiveness in an interdependent reality we can value our problems as opportunities to increase pc the habits of interdependence with the paradigm of the emotional bank account in mind we're ready to move into the habits of public victory of success in working with other people as we do we can see how these habits work together to create effective interdependence we can also see how powerfully scripted we are in other patterns of thought and behavior in addition we can see on an even deeper level that effective interdependence can only be achieved by truly independent people it is impossible to achieve public victory with popular wind slash wind negotiation techniques or reflective listening techniques or creative problem-solving techniques that focus on personality and truncate the vital character base let's now focus on each of the public victory habits in depth some of the details of this story have been changed to protect the privacy of those involved habit four think win slash win principles of interpersonal leadership we have committed the golden rule to memory let us now commit it to life edwin markham one time i was asked to work with a company whose president was very concerned about the lack of cooperation among his people our basic problem stephen is that they're selfish he said they just won't cooperate i know if they would cooperate we could produce so much more can you help us develop a human relations program that will solve the problem is your problem the people or the paradigm i asked look for yourself he replied so i did and i found that there was a real selfishness an unwillingness to cooperate a resistance to authority defensive communication i could see that overdrawn emotional bank accounts had created a culture of low trust but i pressed the question let's look at it deeper i suggested why don't your people cooperate what is the reward for not cooperating there's no reward for not cooperating he assured me the rewards are much greater if they do cooperate are they i asked behind a curtain on one wall of this man's office was a chart on the chart were a number of racehorses all lined up on a track superimposed on the face of each horse was the face of one of his managers at the end of the track was a beautiful travel poster of bermuda an idyllic picture of blue skies and fleecy clouds and a romantic couple walking hand-in-hand down a white sandy beach once a week this man would bring all his people into this office and talk cooperation let's all work together we'll all make more money if we do then he would pull the curtain and show them the chart now which of you is going to win the trip to bermuda it was like telling one flower to grow and watering another like saying firings will continue until morel improves he wanted cooperation he wanted his people to work together to share ideas to all benefit from the effort but he was setting them up in competition with each other one manager's success meant failure for the other managers as with many many problems between people in business family and other relationships the problem in this company was the result of a flawed paradigm the president was trying to get the fruits of cooperation from a paradigm of competition and when it didn't work he wanted a technique a program a quick fix antidote to make his people cooperate but you can't change the fruit without changing the root working on the attitudes and behaviors would have been hacking at the leaves so we focused instead on producing personal and organizational excellence in an entirely different way by developing information and reward systems which reinforce the value of cooperation whether you are the president of a company or the janitor the moment you step from independence into interdependence in any capacity you step into a leadership role you are in a position of influencing other people and the habit of effective interpersonal leadership is think win slash win six paradigms of human interaction win slash win is not a technique it's a total philosophy of human interaction in fact it is one of six paradigms of interaction the alternative paradigms are when slash lose lose slash win lose slash lose win and win slash win or no deal win slash win lose slash lose win slash lose lose slash win win win slash win or no deal win slash win win slash win is a frame of mind and heart that constantly seeks mutual benefit in all human interactions win slash win means that agreements or solutions are mutually beneficial mutually satisfying with a wind slash win solution all parties feel good about the decision and feel committed to the action plan winslash win sees life as a cooperative not a competitive arena most people tend to think in terms of dichotomies strong or weak hardball or softball win or lose but that kind of thinking is fundamentally flawed it's based on power and position rather than on principle win slash win is based on the paradigm that there is plenty for everybody that one person's success is not achieved at the expense or exclusion of the success of others win slash win is a belief in the third alternative it's not your way or my way it's a better way a higher way win slash lose one alternative to win slash win is win slash lose the paradigm of the race to bermuda it says if i win you'll lose in leadership style winslash loses the authoritarian approach i get my way you don't get yours winslow's people are prone to use position power credentials possessions or personality to get their way most people have been deeply scripted in the win lose mentality since birth first and most important of the powerful forces at work is the family when one child is compared with another one patients understanding or love is given or withdrawn on the basis of such comparisons people are into wind slash lose thinking whenever love is given on a conditional basis when someone has to earn love what's being communicated to them is that they are not intrinsically valuable or lovable value does not lie inside them it lies outside it's in comparison with somebody else or against some expectation and what happens to a young mind and heart highly vulnerable highly dependent upon the support and emotional affirmation of the parents in the face of conditional love the child is molded shaped and programmed in the win lose mentality if i'm better than my brother my parents will love me more my parents don't love me as much as they love my sister i must not be as valuable another powerful scripting agency is the peer group a child first wants acceptance from his parents and then from his peers whether they be siblings or friends and we all know how cruel peers sometimes can be they often accept or reject totally on the basis of conformity to their expectations and norms providing additional scripting toward when slash lose the academic world reinforces when slash lose scripting the normal distribution curve basically says that you got an a because someone else got a c it interprets an individual's value by comparing him or her to everyone else no recognition is given to intrinsic value everyone is extrinsically defined oh how nice to see you here at our pta meeting you ought to be really proud of your daughter caroline she's in the upper 10 that makes me feel good but your son johnny is in trouble he's in the lower quartile really oh that's terrible what can we do about it what this kind of comparative information doesn't tell you is that perhaps johnny is going on all eight cylinders while caroline is coasting on 4048 but people are not graded against their potential or against the full use of their present capacity they are graded in relation to other people and grades are carriers of social value they open doors of opportunity or they close them competition not cooperation lies at the core of the educational process cooperation in fact is usually associated with cheating another powerful programming agent is athletics particularly for young men in their high school or college years often they develop the basic paradigm that life is a big game a zero-sum game where some win and some lose winning is beating in the athletic arena another agent is law we live in a litigious society the first thing many people think about when they get into trouble is suing someone taking them to court winning at someone else's expense but defensive minds are neither creative nor cooperative certainly we need law or else society will deteriorate it provides survival but it doesn't create synergy at best it results in compromise law is based on an adversarial concept the recent trend of encouraging lawyers and law schools to focus on peaceable negotiation the techniques of when slash win and the use of private courts may not provide the ultimate solution but it does reflect a growing awareness of the problem certainly there is a place for wind slash lose thinking in truly competitive and low trust situations but most of life is not a competition we don't have to live each day competing with our spouse our children our co-workers our neighbors and our friends who's winning in your marriage is a ridiculous question if both people aren't winning both are losing most of life is an interdependent not an independent reality most results you want depend on cooperation between you and others and the win slash lose mentality is dysfunctional to that cooperation lose slash win some people are programmed the other way lose slash win i lose you win go ahead have your way with me step on me again everyone does i'm a loser i've always been a loser i'm a peacemaker i'll do anything to keep peace lose slash win is worse than win slash lose because it has no standards no demands no expectations no vision people who think lose slash win are usually quick to please or repeas they seek strength from popularity or acceptance they have little courage to express their own feelings and convictions and are easily intimidated by the ego strength of others in negotiation lose slash win is seen as capitulation giving in or giving up in leadership style it's permissiveness or indulgence lose slash win means being a nice guy even if nice guys finish last win slash lose people love lose slash win people because they can feed on them they love their weaknesses they take advantage of them such weaknesses complement their strengths but the problem is that lose slash when people bury a lot of feelings and unexpressed feelings never die they're buried alive and come forth later in uglier ways psychosomatic illnesses particularly of the respiratory nervous and circulatory systems often are the reincarnation of cumulative resentment deep disappointment and disillusionment repressed by the lose wind mentality disproportionate rage or anger over-reaction to minor provocation and cynicism are other embodiments of suppressed emotion people who are constantly repressing not transcending feelings towards a higher meaning find that it affects the quality of their self-esteem and eventually the quality of their relationships with others both win slash lose and lose slash win are weak positions based in personal insecurities in the short run win slash lose will produce more results because it draws on the often considerable strengths and talents of the people at the top lose slash win is weak and chaotic from the outset many executives managers and parents swing back and forth as if on a pendulum from win lose in consideration to lose slash win indulgence when they can't stand confusion and lack of structure direction expectation and discipline any longer they swing back to win slash lose until guilt undermines their resolve and drives them back to lose slash win until anger and frustration drive them back to win slash lose again lose slash lose when two win slash lose people get together that is when two determined stubborn ego invested individuals interact the result will be loose lose both we'll lose both will become vindictive and want to get back or get even blind to the fact that murder is suicide that revenge is a two-edged sword i know of a divorce in which the husband was directed by the judge to sell the assets and turn over half the proceeds to his ex-wife in compliance he sold a car worth over ten thousand dollars for fifty dollars and gave 25 to the wife when the wife protested the court clerk checked on the situation and discovered that the husband was proceeding in the same manner systematically through all of the assets some people become so centered on an enemy so totally obsessed with the behavior of another person that they become blind to everything except their desire for that person to lose even if it means losing themselves lose slash loses the philosophy of adversarial conflict the philosophy of war lose lose is also the philosophy of the highly dependent person without inner direction who is miserable and thinks everyone else should be too if nobody ever wins perhaps being a loser isn't so bad win another common alternative is simply to think when people with the win mentality don't necessarily want someone else to lose that's irrelevant what matters is that they get what they want when there is no sense of contest or competition win is probably the most common approach in everyday negotiation a person with a win mentality thinks in terms of securing his own ends and leaving it to others to secure theirs which option is best of these five philosophies discussed so far when slash win win slash lose lose slash win lose slash lose and win which is the most effective the answer is it depends if you win a football game that means the other team loses if you work in a regional office that is miles away from another regional office and you don't have any functional relationship between the offices you may want to compete in a win-slash-lose situation to stimulate business however you would not want to set up a win-slash-lose situation like the race to bermuda contest within a company you are in a situation where you need cooperation among people or groups of people to achieve maximum success if you value a relationship and the issue isn't really that important you may want to go for lose slash when in some circumstances to genuinely affirm the other person what i want isn't as important to me as my relationship with you let's do it your way this time you might also go for lose slash when if you feel the expense of time and effort to achieve a win of any kind would violate other higher values maybe it just isn't worth it there are circumstances in which you would want to win and you wouldn't be highly concerned with the relationship of that win to others if your child's life were in danger for example you might be peripherally concerned about other people and circumstances but saving that life would be supremely important the best choice then depends on reality the challenge is to read that reality accurately and not to translate wind slash lose or other scripting into every situation most situations in fact are part of an interdependent reality and then when slash win is really the only viable alternative of the five win slash lose is not viable because although i appear to win in a confrontation with you your feelings your attitudes toward me and our relationship have been affected if i am a supplier to your company for example and i win on my terms in a particular negotiation i may get what i want now but will you come to me again my short-term win will really be a long-term lose if i don't get your repeat business so an interdependent win slash loses really lose slash lose in the long run if we come up with a lose slash win you may appear to get what you want for the moment but how will that affect my attitude about working with you about fulfilling the contract i may not feel as anxious to please you i may carry battle scars with me into any future negotiations my attitude about you and your company may be spread as i associate with others in the industry so we're in to lose slash lose again lose lose obviously isn't viable in any context and if i focus on my own win and don't even consider your point of view there's no basis for any kind of productive relationship in the long run if it isn't a win for both of us we both lose that's why win slash win is the only real alternative in interdependent realities i worked with a client once the president of a large chain of retail stores who said stephen this one slash win idea sounds good but it is so idealistic the tough realistic business world isn't like that there's wind slash lose everywhere and if you're not out there playing the game you just can't make it alright i said try going for win slash lose with your customers is that realistic well no he replied why not i'd lose my customers then go for lu and give the store away is that realistic no no margin no mission as we consider the various alternatives win slash win appeared to be the only truly realistic approach i guess that's true with customers he admitted but not with suppliers you are the customer of the supplier i said why doesn't the same principle apply well we recently renegotiated our lease agreements with the mall operators and owners he said we went in with a win-slash-win attitude we were open reasonable conciliatory but they saw that position as being soft and weak and they took us to the cleaners well why did you go for lose slash win i asked we didn't we went for win slash win i thought you said they took you to the cleaners they did in other words you lost that's right and they won that's right so what's that called when he realized that what he had called when slash win was really liz slash win he was shocked and as we examined the long-term impact of that loose slash win the suppressed feelings the trampled values the resentment that seeth under the surface of the relationship we agreed that it was really a loss for both parties in the end if this man had had a real win slash win attitude he would have stayed longer in the communication process listened to the mall owner more then expressed his point of view with more courage he would have continued in the win slash win spirit until a solution was reached they both felt good about and that solution that third alternative would have been synergistic probably something neither of them had thought of on his own wind slash win or no deal if these individuals had not come up with a synergistic solution one that was agreeable to both they could have gone for an even higher expression of win win win slash win or no deal no deal basically means that if we can't find a solution that would benefit us both we agree to disagree agreeably no deal no expectations have been created no performance contracts established i don't hire you or we don't take on a particular assignment together because it's obvious that our values are our goals are going in opposite directions it is so much better to realize this upfront instead of downstream when expectations have been created in both parties have been disillusioned when you have no deal as an option in your mind you feel liberated because you have no need to manipulate people to push your own agenda to drive for what you want you can be open you can really try to understand the deeper issues underlying the positions with no deal as an option you can honestly say i only want to go for win slash win i want to win and i want you to win i wouldn't want to get my way and have you not feel good about it because downstream it would eventually surface and create a withdrawal on the other hand i don't think you would feel good if you got your way and i gave in so let's work for a win-slash win let's really hammer it out and if we can't find it then let's agree that we won't make a deal at all it would be better not to deal than to live with a decision that wasn't right for us both then maybe another time we might be able to get together sometime after learning the concept of win slash win or no deal the president of a small computer software company shared with me the following experience we had developed new software which we sold on a five-year contract to a particular bank the bank president was excited about it but his people weren't really behind the decision about a month later that bank changed presidents the new president came to me and said i am uncomfortable with these software conversions i have a mess on my hands my people are all saying that they can't go through this and i really feel i just can't push it at this point in time my own company was in deep financial trouble i knew i had every legal right to enforce the contract but i had become convinced of the value of the principle of when slash win so i told him we have a contract your bank has secured our products and our services to convert you to this program but we understand that you're not happy about it so what we'd like to do is give you back the contract give you back your deposit and if you are ever looking for a software solution in the future come back and see us i literally walked away from an 84 000 contract it was close to financial suicide but i felt that in the long run if the principle were true it would come back and pay dividends three months later the new president called me i'm now going to make changes in my data processing he said and i want to do business with you he signed a contract for 240 000 anything less than wind slash win in an interdependent reality is a poor second best that will have impact in the long-term relationship the cost of that impact needs to be carefully considered if you can't reach a true wind slash win you're very often better off to go for no deal win slash win or no deal provides tremendous emotional freedom in the family relationship if family members can't agree on a video that everyone will enjoy they can simply decide to do something else no deal rather than having some enjoy the evening at the expense of others i have a friend whose family has been involved in singing together for several years when they were young she arranged the music made the costumes accompanied them on the piano and directed the performances as the children grew older their taste in music began to change and they wanted to have more say in what they performed and what they were they became less responsive to direction because she had years of experience in performing herself and felt closer to the needs of the older people at the rest homes where they planned to perform she didn't feel that many of the ideas they were suggesting would be appropriate at the same time however she recognized their need to express themselves and to be part of the decision-making process so she set up a win-slash win or no deal she told them she wanted to arrive at an agreement that everyone felt good about or they would simply find other ways to enjoy their talents as a result everyone felt free to express his or her feelings and ideas as they work to set up a win-slash-win agreement knowing that whether or not they could agree there would be no emotional strings the win-slash-win or no-deal approach is most realistic at the beginning of a business relationship or enterprise in a continuing business relationship no deal may not be a viable option which can create serious problems especially for family businesses or businesses that are begun initially on the basis of friendship in an effort to preserve the relationship people sometimes go on for years making one compromise after another thinking win slash lose or lose slash win even while talking win slash win this creates serious problems for the people and for the business particularly if the competition operates on wind slash win and synergy without no deal many such businesses simply deteriorate and either fail or have to be turned over to professional managers experience shows that it is often better in setting up a family business or a business between friends to acknowledge the possibility of no deal downstream and to establish some kind of buy cell agreement so that the business can prosper without permanently damaging the relationship of course there are some relationships where no deal is not viable i wouldn't abandon my child or my spouse and go for no deal it would be better if necessary to go for compromise alo form of win slash win but in many cases it is possible to go into negotiation with a full win win or no deal attitude and the freedom in that attitude is incredible five dimensions of win slash win think win slash win is the habit of interpersonal leadership it involves the exercise of each of the unique human endowments self-awareness imagination conscience and independent will in our relationships with others it involves mutual learning mutual influence mutual benefits it takes great courage as well as consideration to create these mutual benefits particularly if we're interacting with others who are deeply scripted and win slash lose that is why this habit involves principles of interpersonal leadership effective interpersonal leadership requires the vision the proactive initiative and the security guidance wisdom and power that come from principle-centered personal leadership the principle of win-win is fundamental to success in all our interactions and it embraces five interdependent dimensions of life it begins with character and moves toward relationships out of which flow agreements it is nurtured in an environment where structure and systems are based on wind slash win and it involves process we cannot achieve when slash win ends with win slash lose or lose slash win means the following diagram shows how these five dimensions relate to each other now let's consider each of the five dimensions in turn character character is the foundation of when slash win and everything else builds on that foundation there are three character traits essential to the win slash win paradigm integrity we've already defined integrity as the value we place on ourselves habits one two and three help us develop and maintain integrity as we clearly identify our values and proactively organize and execute around those values on a daily basis we develop self-awareness and independent will by making and keeping meaningful promises and commitments there's no way to go for a win in our own lives if we don't ever know in a deep sense what constitutes a when what is in fact harmonious with our innermost values and if we can't make and keep commitments to ourselves as well as to others our commitments become meaningless we know it others know it they sense duplicity and become guarded there's no foundation of trust and when slash win becomes an ineffective superficial technique integrity is the cornerstone in the foundation maturity maturity is the balance between courage and consideration i first learned this definition of maturity in the fall of 1955 from a marvelous professor rin saxanian who instructed my control class at the harvard business school he taught the finest simplest most practical yet profound definition of emotional maturity i've ever come across the ability to express one's own feelings and convictions balanced with consideration for the thoughts and feelings of others as a part of his doctoral research rinsanian had developed this criterion over years of historical and direct field research he later wrote up his original research format and its completeness with supportive reasoning and application suggestions in a harvard business review article january to february 1958. even though it is complementary and also developmental rin's use of the word maturity is different from its use in the seven habits maturity continuum which focuses on a growth and development process from dependency through independency to interdependency if you examine many of the psychological tests used for hiring promoting and training purposes you will find that they are designed to evaluate this kind of maturity whether it's called the ego strength empathy balance the self-confidence slash respect for others balance the concern for people slash concern for tasks balance i'm okay you're okay in transactional analysis language or 9.1 1.9 5.5 9.9 in management grid language the quality sought for is the balance of what i call courage and consideration respect for this quality is deeply ingrained in the theory of human interaction management and leadership it is a deep embodiment of the p-slash pc balance while courage may focus on getting the golden egg consideration deals with the long-term welfare off other stakeholders the basic task of leadership is to increase the standard of living and the quality of life for all stakeholders many people think in dichotomies in either slasher terms they think if you're nice you're not tough but win slash win is nice and tough it's twice as tough as win slash lose to go for win slash win you not only have to be nice you have to be courageous you not only have to be empathic you have to be confident you not only have to be considerate and sensitive you have to be brave to do that to achieve that balance between courage and consideration is the essence of real maturity and is fundamental to win slash win if i'm high on courage and low on consideration how will i think win slash lose i'll be strong and ego bound i'll have the courage of my convictions but i won't be very considerate of yours to compensate for my lack of internal maturity and emotional strength i might borrow strength from my position and power or from my credentials my seniority my affiliations if i'm high on consideration and low on courage i'll think lose win i'll be so considerate of your convictions and desires that i won't have the courage to express and actualize my own high courage and consideration are both essential to win slash win it is the balance that is the mark of real maturity if i have it i can listen i can empathically understand but i can also courageously confront abundance mentality the third character trait essential to winning word is the abundance mentality the paradigm that there is plenty out there for everybody most people are deeply scripted in what i call the scarcity mentality they see life as having only so much as though there were only one pie out there and if someone were to get a big piece of the pie it would mean less for everybody else the scarcity mentality is the zero-sum paradigm of life people with a scarcity mentality have a very difficult time sharing recognition and credit power or profit even with those who help in the production they also have a very hard time being genuinely happy for the successes of other people even and sometimes especially members of their own family or close friends and associates it's almost as if something is being taken from them when someone else receives special recognition or windfall gain or has remarkable success or achievement although they might verbally express happiness for others success inwardly they are eating their hearts out their sense of worth comes from being compared and someone else's success to some degree means their failure only so many people can be a students only one person can be number one to win simply means to beat often people with a scarcity mentality harbor secret hopes that others might suffer misfortune not terrible misfortune but acceptable misfortune that would keep them in their place they're always comparing always competing they give their energies to possessing things or other people in order to increase their sense of worth they want other people to be the way they want them to be they often want to clone them and they surround themselves with yes people people who won't challenge them people who are weaker than they it's difficult for people with a scarcity mentality to be members of a complementary team they look on differences as signs of insubordination and disloyalty the abundance mentality on the other hand flows out of a deep inner sense of personal worth and security it is the paradigm that there is plenty out there and enough to spare for everybody it results in sharing of prestige of recognition of profits of decision-making it opens possibilities options alternatives and creativity the abundance mentality takes the personal joy satisfaction and fulfillment of habits one two and three and turns it outward appreciating the uniqueness the inner direction the proactive nature of others it recognizes the unlimited possibilities for positive interactive growth and development creating new third alternatives public victory does not mean victory over other people it means success in effective interaction that brings mutually beneficial results to everyone involved public victory means working together communicating together making things happen together that even the same people couldn't make happen by working independently and public victory is an outgrowth of the abundance mentality paradigm a character rich in integrity maturity and the abundance mentality has a genuineness that goes far beyond technique or lack of it in human interaction one thing i have found particularly helpful to win slash lose people in developing a win-slash win character is to associate with some model or mentor who really thinks win slash win when people are deeply scripted in win lose or other philosophies and regularly associate with others who are likewise scripted they don't have much opportunity to see and experience the win win philosophy in action so i recommend reading literature such as the inspiring biography of anwar sadat in search of identity and seeing movies like chariots of fire or plays like lame as a rob that expose you to models of wind slash win but remember if we search deeply enough within ourselves beyond the scripting beyond the learned attitudes and behaviors the real validation of when slash win as well as every other correct principle is in our own lives relationships from the foundation of character we build and maintain win slash win relationships the trust the emotional bank account is the essence of when slash win without trust the best we can do is compromise without trust we lack the credibility for open mutual learning and communication and real creativity but if our emotional bank account is high credibility is no longer an issue enough deposits have been made so that you know and i know that we deeply respect each other we're focused on the issues not on personalities or positions because we trust each other we're open we put our cards on the table even though we see things differently i know that you're willing to listen with respect while i describe the young woman to you and you know that i'll treat your description of the old woman with the same respect we're both committed to try to understand each other's point of view deeply and to work together for the third alternative the synergistic solution that will be a better answer for both of us a relationship where bank accounts are high and both parties are deeply committed to win slash win as the ideal springboard for tremendous synergy habit 6. that relationship neither makes the issues any less real or important nor eliminates the differences in perspective but it does eliminate the negative energy normally focused on differences in personality and position and creates a positive cooperative energy focused on thoroughly understanding the issues and resolving them in a mutually beneficial way but what if that kind of relationship isn't there what if you have to work out an agreement with someone who hasn't even heard of when slash win and is deeply scripted in win slash lose or some other philosophy dealing with win slash loses the real test of win slash win rarely is win slash win easily achieved in any circumstance deep issues and fundamental differences have to be dealt with but it is much easier when both parties are aware of and committed to it and where there is a high emotional bank account in the relationship when you're dealing with a person who is coming from a paradigm of when slash lose the relationship is still the key the place to focus is on your circle of influence you make deposits into the emotional bank account through genuine courtesy respect and appreciation for that person and for the other point of view you stay longer in the communication process you listen more you listen in greater depth you express yourself with greater courage you aren't reactive you go deeper inside yourself for strength of character to be proactive you keep hammering it out until the other person begins to realize that you genuinely want the resolution to be a real win for both of you that very process is a tremendous deposit in the emotional bank account and the stronger you are the more genuine your character the higher your level of proactivity the more committed you really are to win slash when the more powerful your influence will be with that other person this is the real test of interpersonal leadership it goes beyond transactional leadership into transformational leadership transforming the individuals involved as well as the relationship because win slash win is a principle people can validate in their own lives you will be able to bring most people to a realization that they will win more of what they want by going for what you both want but there will be a few who are so deeply embedded in the win slash lose mentality that they just won't think win slash win so remember that no deal is always an option or you may occasionally choose to go for the low form of win slash win compromise it's important to realize that not all decisions need to be win slash win even when the emotional bank account is high again the key is the relationship if you and i work together for example and you were to come to me and say stephen i know you won't like this decision i don't have time to explain it to you let alone get you involved there's a good possibility you'll think it's wrong but will you support it if you had a positive emotional bank account with me of course i'd support it i'd hope you were right and i was wrong i'd work to make your decision work but if the emotional bank account weren't there and if i were reactive i wouldn't really support it i might say i would to your face but behind your back i wouldn't be very enthusiastic i wouldn't make the investment necessary to make it succeed it didn't work i'd say so what do you want me to do now if i were overreactive i might even torpedo your decision and do what i could to make sure others did too or i might become maliciously obedient and do exactly and only what you tell me to do accepting no responsibility for results during the five years i lived in great britain i saw that country brought twice to its knees because the train conductors were maliciously obedient in following all the rules and procedures written on paper an agreement means very little in letter without the character and relationship base to sustain it in spirit so we need to approach wind slash win from a genuine desire to invest in the relationships that make it possible agreements from relationships flow the agreements that give definition and direction to win win they are sometimes called performance agreements or partnership agreements shifting the paradigm of productive interaction from vertical to horizontal from hovering supervision to self-supervision from positioning to being partners and success win slash win agreements cover a wide scope of interdependent interaction we discussed one important application when we talked about delegation in the green and clean story in habit 3. the same five elements we listed there provide the structure for win-slash-win agreements between employers and employees between independent people working together on projects between groups of people cooperatively focused on a common objective between companies arid suppliers between any people who need to interact to accomplish they create an effective way to clarify and manage expectations between people involved in any interdependent endeavor in the win win agreement the following five elements are made very explicit desired results not methods identify what is to be done and when guidelines specify the parameters principles policies etc within which results are to be accomplished resources identify the human financial technical or organizational support available to help accomplish the results accountability sets up the standards of performance and the time of evaluation consequences specify good and bad natural and logical what does and will happen as a result of the evaluation these five elements give win-slash-win agreements a life of their own a clear mutual understanding and agreement up front in these areas creates a standard against which people can measure their own success traditional authoritarian supervision is a win-slash-lose paradigm it's also the result of an overdrawn emotional bank account if you don't have trust or a common vision of desired results you tend to hover over check up on and direct trust isn't there so you feel as though you have to control people but if the trust account is high what is your method get out of their way as long as you have an upfront win slash win agreement and they know exactly what is expected your role is to be a source of help and to receive their accountability reports it is much more enabling to the human spirit to let people judge themselves than to judge them and in a high trust culture it's much more accurate in many cases people know in their hearts how things are going much better than the records show discernment is often far more accurate than either observation or measurement win win management training several years ago i was indirectly involved in a consulting project with a very large banking institution that it scores of branches they wanted us to evaluate and improve their management training program which was supported by an annual budget of 750 000 the program involved selecting college graduates and putting them through 12 two-week assignments in various departments over a six-month period of time so that they could get a general sense of the industry they spent two weeks in commerce ayaluan's two weeks in industrial loans two weeks in marketing two weeks in operations and so forth at the end of the six-month period they were assigned as assistant managers in the various branch banks our assignment was to evaluate the six-month formal training period as we began we discovered that the most difficult part of the assignment was to get a clear picture of the desired results we asked the top executives the key hard question what should these people be able to do when they finish the program and the answers we got were vague and often contradictory the training program dealt with methods not results so we suggested that they set up a pilot training program based on a different paradigm called learner-controlled instruction this was a win-slash-win agreement that involved identifying specific objectives and criteria that would demonstrate their accomplishment and identifying the guidelines resources accountability and consequences that would result when the objectives were met the consequences in this case were promotion to assistant manager where they would receive the on-the-job part of their training and a significant increase in salary we had to really press to get the objectives hammered out what is it you want them to understand about accounting what about marketing what about real estate loans and we went down the list they finally came up with over 100 objectives which we simplified reduced and consolidated until we came down to 39 specific behavioral objectives with criteria attached to them the trainees were highly motivated by both the opportunity and the increased salary to meet the criteria as soon as possible there was a big win in it for them and there was also a big win for the company because they would have assisted branch managers who met results-oriented criterion instead of just showing up for 12 different activity traps so we explained the difference between learner controlled instruction and system controlled instruction to the trainees we basically said here are the objectives and the criteria here are the resources including learning from each other so go to it as soon as you meet the criteria you will be promoted to assistant managers they were finished in three and a half weeks shifting the training paradigm had released unbelievable motivation and creativity as with many paradigm shifts there was resistance almost all of the top executives simply wouldn't believe it when they were shown the evidence that the criteria had been met they basically said these trainees don't have the experience they lack the seasoning necessary to give them the kind of judgment we want them to have as assistant branch managers in talking with them later we found that what many of them were really saying was we went through goat week how come these guys don't have two but of course they couldn't put it that way they lack seasoning was a much more acceptable expression in addition for obvious reasons including the 750 000 budget for a six-month program the personnel department was upset so we responded fair enough let's develop some more objectives and attach criteria to them but let's stay with the paradigm of learner-controlled instruction we hammer down eight more objectives with very tough criteria in order to give the executives the assurance that the people were adequately prepared to be assistant branch managers and continue the on-the-job part of the training program after participating in some of the sessions where these criteria were developed several of the executives remarked that if the trainees could meet these tough criteria they would be better prepared than almost any who had gone through the six-month program we had prepared the trainees to expect resistance we took the additional objectives and criteria back to them and said just as we expected management wants you to accomplish some additional objectives with even tougher criteria than before they have assured us this time that if you meet these criteria they will make you assistant managers they went to work in unbelievable ways they went to the executives in departments such as accounting and basically said sir i am a member of this new pilot program called learner-controlled instruction and it is my understanding that you participated in developing the objectives and the criteria i have six criteria to meet in this particular department i was able to pass three of them off with skills i gained in college i was able to get another one out of a book i learned the fifth one from tom the fellow you trained last week i only have one criterion left to meet and i wonder if you or someone else in the department might be able to spend a few hours with me to show me how so they spent half a day in a department instead of two weeks these trainees cooperated with each other brainstormed with each other and they accomplished the additional objectives in a week and a half the six-month program was reduced to five weeks and the results were significantly increased this kind of thinking can similarly affect every area of organizational life if people have the courage to explore their paradigms and to concentrate on when slash win i am always amazed at the results that happen both to individuals and to organizations when responsible proactive self-directing individuals are turned loose on a task when slash win performance agreements creating win win performance agreements requires vital paradigm shifts the focus is on results not methods most of us tend to supervise methods we use the gopher delegation discussed in habit 3 the methods management i used with sandra when i asked her to take pictures of our son as he was water-skiing but win-slash-win agreements focus on results releasing tremendous individual human potential and creating greater synergy building pee in the process instead of focusing exclusively on p with win win accountability people evaluate themselves the traditional evaluation games people play are awkward and emotionally exhausting in win slash win people evaluate themselves using the criteria that they themselves help to create up front and if you set it up correctly people can do that with a win slash win delegation agreement even a seven-year-old boy can tell for himself how well he's keeping the yard green and clean my best experiences in teaching university classes have come when i have created a win-slash-win shared understanding of the goal up front this is what we're trying to accomplish here are the basic requirements for an a b or e-grade my goal is to help every one of you get an a now you take what we've talked about and analyze it and come up with your own understanding of what you want to accomplish that is unique to you then let's get together and agree on the grade you want and what you plan to do to get it management philosopher and consultant peter drucker recommends the use of a manager's letter to capture the essence of performance agreements between managers and their employees following a deep and thorough discussion of expectations guidelines and resources to make sure they are in harmony with organizational goals the employee writes a letter to the manager that summarizes the discussion and indicates when the next performance plan or review discussion will take place developing such a win-slash-win performance agreement is the central activity of management with an agreement in place employees can manage themselves within the framework of that agreement the manager then can serve like a pace car in a race he can get things going and then get out of the way his job from then on is to remove the oil spills when a boss becomes the first assistant to each of his subordinates he can greatly increase his span of control entire levels of administration and overhead can be eliminated instead of supervising six or eight such a manager can supervise 20 30 50 or more in win slash win performance agreements consequences become the natural or logical result of performance rather than a reward or punishment arbitrarily handed out by the person in charge there are basically four kinds of consequences rewards and penalties that management or parents can control financial psychic opportunity and responsibility financial consequences include such things as income stock options allowances or penalties psychic or psychological consequences include recognition approval respect credibility or the loss of them unless people are in a survival mode psychic compensation is often more motivating than financial compensation opportunity includes training development perks and other benefits responsibility has to do with scope and authority either of which can be enlarged or diminished win slash win agreements specify consequences in one or more of those areas and the people involved know it up front so you don't play games everything is clear from the beginning in addition to these logical personal consequences it is also important to clearly identify what the natural organizational consequences are for example what will happen if i'm late to work if i refuse to cooperate with others if i don't develop goodwin slash win performance agreements with my subordinates if i don't hold them accountable for desired results or if i don't promote their professional growth and career development when my daughter turned 16 we set up a win-slash-win agreement regarding use of the family car we agreed that she would obey the laws of the land and that she would keep the car clean and properly maintained we agreed that she would use the car only for responsible purposes and would serve as a cab driver for her mother and me within reason and we also agreed that she would do all her other jobs cheerfully without being reminded these were our wins we also agreed that i would provide some resources the car gas and insurance and we agreed that she would meet weekly with me usually on sunday afternoon to evaluate how she was doing based on our agreement the consequences were clear as long as she kept her part of the agreement she could use the car if she didn't keep it she would lose the privilege until she decided to this win-slash-win agreement set up clear expectations from the beginning on both our parts it was a win for her she got to use the car and it was certainly a win for sandra and me now she could handle her own transportation needs and even some of ours we didn't have to worry about maintaining the car or keeping it clean and we had a built-in accountability which meant i didn't have to hover over her or manage her methods her integrity her conscience her power of discernment and our high emotional bank account managed her infinitely better we didn't have to get emotionally strung out trying to supervise her every move and coming up with punishments or rewards on the spot if she didn't do things the way we thought she should we had a win-slash-win agreement and it liberated us all win-slash-win agreements are tremendously liberating but as the product of isolated techniques they won't hold up even if you set them up in the beginning there is no way to maintain them without personal integrity and a relationship of trust a true win slash when agreement is the product of the paradigm the character and the relationships out of which it grows in that context it defines and directs the interdependent interaction for which it was created systems win slash win can only survive in an organization when the systems support it if you talk win slash win but reward when slash lose you've got a losing program on your hands you basically get what you reward if you want to achieve the goals and reflect the values in your mission statement then you need to align the reward system with these goals and values if it isn't aligned systemically you won't be walking your talk you'll be in the situation of the manager i mentioned earlier who talked cooperation but practiced competition by creating a race to bermuda contest i worked for several years with a very large real estate organization in the middle west my first experience with this organization was at a large sales rally where over 800 sales associates gathered for the annual reward program it was a psych up cheerleading session complete with high school bands and a great deal of frenzied screaming out of the 800 people there around 40 received awards for top performance such as most sales greatest volume highest earned commissions and most listings there was a lot of hoopla excitement cheering applause around the presentation of these awards there was no doubt that those 40 people had won but there was also the underlying awareness that 760 people had lost we immediately began educational and organizational development work to align the systems and structures of the organization toward the win slash win paradigm we involved people at a grassroots level to develop the kinds of systems that would motivate them we also encouraged them to cooperate and synergize with each other so that as many as possible could achieve the desired results of their individually tailored performance agreements at the next rally one year later there were over 1 000 sales associates present and about 800 of them received awards there were a few individual winners based on comparisons but the program primarily focused on people achieving self-selected performance objectives and on groups achieving team objectives there was no need to bring in the high school bands to artificially contrive the fanfare the cheerleading and the psych up there was tremendous natural interest and excitement because people could share in each other's happiness and teams of sales associates could experience rewards together including a vacation trip for the entire office the remarkable thing was that almost all of the 800 who received the awards that year had produced as much per person in terms of volume and profit as the previous year's 40. the spirit of wind slash win had significantly increased the number of golden eggs and had fed the goose as well releasing enormous human energy and talent the resulting synergy was astounding to almost everyone involved competition has its place in the marketplace or against last year's performance perhaps even against another office or individual where there is no particular interdependence no need to cooperate but cooperation in the workplace is as important to free enterprise as competition in the marketplace the spirit of win slash win cannot survive in an environment of competition and contests for win slash win to work the systems have to support it the training system the planning system the communication system the budgeting system the information system the compensation system all have to be based on the principle of when slash win i did some consulting for another company that wanted training for their people in human relations the underlying assumption was that the problem was the people the president said go into any store you want and see how they treat you they're just order takers they don't understand how to get close to the customers they don't know the product and they don't have the knowledge and the skill in the sales process necessary to create a marriage between the product and the need so i went to the various stores and he was right but that still didn't answer the question in my mind what caused the attitude look we're on top of the problem the president said we have department heads out there setting a great example we've told them their job is two-thirds selling and one-third management and they're out selling everybody we just want you to provide some training for the salespeople those words raised a red flag let's get some more data i said he didn't like that he knew what the problem was and he wanted to get on with training but i persisted and within two days we uncovered the real problem because of the job definition and the compensation system the managers were creaming they'd stand behind the cash register and cream all the business during the slow times half the time in retail is slow and the other half is frantic so the managers would give all the dirty jobs inventory control stock work and cleaning to the salespeople and they would stand behind the registers and cream that's why the department heads were tops and sales so we changed one system the compensation system and the problem was corrected overnight we set up a system whereby the managers only made money when their salespeople made money we overlapped the needs and goals of the managers with the needs and goals of the salespeople and the need for human relations training suddenly disappeared the key was developing a true win win reward system in another instance i worked with a manager in a company that required formal performance evaluations he was frustrated over the evaluation rating he had given a particular manager he deserved a three he said but i had to give him a one which meant superior promotable what did you give him a one for i asked he gets the numbers was his reply so why do you think he deserves a three it's the way he gets them he neglects people he runs over them he's a troublemaker it sounds like he's totally focused on peon production and that's what he's being rewarded for but what would happen if you talked with him about the problem if you helped him understand the importance of pc he said he had done so with no effect then what if you set up a win-slash-win contract with him where you both agreed that two-thirds of his compensation would come from p from the numbers and the other one third would come from pc how other people perceive him what kind of leader people builder team builder he is now that would get his attention he replied so often the problem is in the system not in the people if you put good people in bad systems you get bad results you have to water the flowers you want to grow as people really learn to think win win they can set up the systems to create and reinforce it they can transform unnecessarily competitive situations to cooperative ones and can powerfully impact their effectiveness by building both pnpc in business executives can align their systems to create teams of highly productive people working together to compete against external standards of performance in education teachers can set up grading systems based on an individual's performance in the context of agreed-upon criteria and can encourage students to cooperate in productive ways to help each other learn and achieve in families parents can shift the focus from competition with each other to cooperation in activities such as bowling for example they can keep a family score and try to beat a previous one they can set up home responsibilities with win-slash-win agreements that eliminate constant nagging and enable parents to do the things only they can do a friend once shared with me a cartoon he'd seen of two children talking to each other if mommy doesn't get us up soon one was saying we're going to be late for school these words brought forcibly to his attention the nature of the problems created when families are not organized on a responsible win-slash-win basis winslash win puts the responsibility on the individual for accomplishing specified results within clear guidelines and available resources it makes a person accountable to perform and evaluate the results and provides consequences as a natural result of performance and when slash win systems create the environment which supports and reinforces the wind slash win performance agreements processes there's no way to achieve when slash win ends with win slash lose or lose slash win means you can't say you're going to think winslash win whether you like it or not so the question becomes how to arrive at a win win solution roger fisher and william ury two harvard law professors have done some outstanding work in what they call the principled approach versus the positional approach to bargaining in their tremendously useful and insightful book getting to yes although the words win win are not used the spirit and underlying philosophy of the book are in harmony with the win slash win approach they suggest that the essence of principled negotiation is to separate the person from the problem to focus on interests and not on positions to invent options for mutual gain and to insist on objective criteria some external standard or principle that both parties can buy into in my own work with various people and organizations seeking win win solutions i suggest that they become involved in the following four-step process first see the problem from the other point of view really seek to understand and to give expression to the needs and concerns of the other party as well as or better than they can themselves second identify the key issues and concerns not positions involved third determine what results would constitute a fully acceptable solution and fourth identify possible new options to achieve those results habits five and six deal directly with two of the elements of this process and we will go into those in depth in the next two chapters but at this juncture let me point out the highly interrelated nature of the process of win slash win with the essence of win slash win itself you can only achieve when slash wins solutions with win slash win processes the end and the means are the same win slash win is not a personality technique it's a total paradigm of human interaction it comes from a character of integrity maturity and the abundance mentality it grows out of high trust relationships it is embodied in agreements that effectively clarify and manage expectations as well as accomplishment it thrives in supportive systems and it is achieved through the process we are now prepared to more fully examine in habits five and six application suggestions one think about an upcoming interaction wherein you will be attempting to reach an agreement or negotiate a solution commit to maintain a balance between courage and consideration two make a list of obstacles that keep you from applying the win slash win paradigm more frequently determine what could be done within your circle of influence to eliminate some of those obstacles three select a specific relationship where you would like to develop a win win agreement try to put yourself in the other person's place and write down explicitly how you think that person sees the solution then list from your own perspective what results would constitute a win for you approach the other person and ask if he or she would be willing to communicate until you reach a point of agreement and mutually beneficial solution 4. identify three key relationships in your life give some indication of what you feel the balance is in each of the emotional bank accounts write down some specific ways you could make deposits in each account 5. deeply consider your own scripting is it win lose how does that scripting affect your interactions with other people can you identify the main source of that script determine whether or not those scripts serve well in your current reality 6. try to identify a model of when when thinking who even in hard situations really seeks mutual benefit determine now to more closely watch and learn from this person's example habit 5 seek first to understand then to be understood principles of empathic communication the heart has its reasons which reason knows not of pascal suppose you've been having trouble with your eyes and you decide to go to an optometrist for help after briefly listening to your complaint he takes off his glasses and hands them to you put these on he says i've worn this pair of glasses for 10 years now and they've really helped me i have an extra pair at home you can wear these so you put them on but it only makes the problem worse this is terrible you exclaim i can't see a thing well what's wrong he asks they work great for me try harder i am trying you insist everything is a blur well what's the matter with you think positively okay i positively can't see a thing boy are you ungrateful he chides and after all i've done to help you what are the chances you'd go back to that optometrist the next time you needed help not very good i would imagine you don't have much confidence in someone who doesn't diagnose before he or she prescribes but how often do we diagnose before we prescribe in communication come on honey tell me how you feel i know it's hard but i'll try to understand oh i don't know mom you'd think it was stupid of course i wouldn't you can tell me honey no one cares for you as much as i do i'm only interested in your welfare what's making you so unhappy oh i don't know corn on honey what is it well to tell you the truth i just don't like school anymore what you respond incredulously what do you mean you don't like school and after all the sacrifices we've made for your education education is the foundation of your future if you'd apply yourself like your older sister does you do better and then you like school time and time again we've told you to settle down you've got the ability but you just don't apply yourself try harder get a positive attitude about it pause now go ahead tell me how you feel we have such a tendency to rush in to fix things up with good advice but we often fail to take the time to diagnose to really deeply understand the problem first if i were to summarize in one sentence the single most important principle i have learned in the field of interpersonal relations it would be this seek first to understand then to be understood this principle is the key to effective interpersonal communication character and communication right now you're reading a book i've written reading and writing are both forms of communication so are speaking and listening in fact those are the four basic types of communication and think of all the hours you spend doing at least one of those four things the ability to do them well is absolutely critical to your effectiveness communication is the most important skill in life we spend most of our waking hours communicating but consider this you've spent years learning how to read and write years learning how to speak but what about listening what training or education have you had that enables you to listen so that you really deeply understand another human being from that individual's own frame of reference comparatively few people have had any training in listening at all and for the most part their training has been in the personality ethic of technique truncated from the character based on the relationship base absolutely vital to authentic understanding of another person if you want to interact effectively with me to influence me your spouse your child your neighbor your boss your co-worker your friend you first need to understand me and you can't do that with technique alone if i sense you're using some technique i sense duplicity manipulation i wonder why you're doing it what your motives are and i don't feel safe enough to open myself up to you the real key to your influence with me is your example your actual conduct your example flows naturally out of your character or the kind of person you truly are not what others say you are or what you may want me to think you are it is evident in how i actually experience you your character is constantly radiating communicating from it in the long run i come to instinctively trust or distrust you and your efforts with me if your life runs hot and cold if you're both caustic and kind and above all if your private performance doesn't square with your public performance it's very hard for me to open up with you then as much as i may want and even need to receive your love and influence i don't feel safe enough to expose my opinions and experiences and my tender feelings who knows what will happen but unless i open up with you unless you understand me and my unique situation and feelings you won't know how to advise or counsel me what you say is good and fine but it doesn't quite pertain to me you may say you care about and appreciate me i desperately want to believe that but how can you appreciate me when you don't even understand me all i have are your words and i can't trust words i'm too angry and defensive perhaps too guilty and afraid to be influenced even though inside i know i need what you could tell me unless you're influenced by my uniqueness i'm not going to be influenced by your advice so if you want to be really effective in the habit of interpersonal communication you cannot do it with technique alone you have to build the skills of empathic listening on a base of character that inspires openness and trust and you have to build the emotional bank accounts that create a commerce between hearts empathic listening seek first to understand involves a very deep shift in paradigm we typically seek first to be understood most people do not listen with the intent to understand they listen with the intent to reply they're either speaking or preparing to speak they're filtering everything through their own paradigms reading their autobiography into other people's lives oh i know exactly how you feel i went through the very same thing let me tell you about my experience they're constantly projecting their own home movies onto other people's behavior they prescribe their own glasses for everyone with whom they interact if they have a problem with someone a son a daughter a spouse an employee their attitude is that person just doesn't understand a father once told me i can't understand my kid he just won't listen to me at all let me restate what you just said i replied you don't understand your son because he won't listen to you that's right he replied let me try again i said you don't understand your son because he won't listen to you that's what i said he impatiently replied i thought that to understand another person you needed to listen to him i suggested oh he said there was a long pause oh he said again as the light began to dawn oh yeah but i do understand him i know what he's going through i went through the same thing myself i guess what i don't understand is why he won't listen to me this man didn't have the vagus idea of what was really going on inside his boy's head he looked into his own head and thought he saw the world including his boy that's the case with so many of us we're filled with our own rightness our own autobiography we want to be understood our conversations become collective monologues and we never really understand what's going on inside another human being when another person speaks we're usually listening at one of four levels we may be ignoring another person not really listening at all we may practice pretending yeah aha right we may practice selective listening hearing only certain parts of the conversation we often do this when we're listening to the constant chatter of a preschool child or we may even practice attentive listening paying attention and focusing energy on the words that are being said but very few of us ever practice the fifth level the highest form of listening empathic listening when i say empathic listening i am not referring to the techniques of active listening or reflective listening which basically involve mimicking what another person says that kind of listening is skill based truncated from character and relationships and often insults those listened to in such a way it is also essentially autobiographical if you practice those techniques you may not project your autobiography in the actual interaction but your motive and listening is autobiographical you listen with reflective skills but you listen with intent to reply to control to manipulate when i say empathic listening i mean listening with intent to understand i mean seeking first to understand to really understand it's an entirely different paradigm empathic from empathy listening gets inside another person's frame of reference you look out through it you see the world the way they see the world you understand their paradigm you understand how they feel empathy is not sympathy sympathy is a form of agreement a form of judgment and it is sometimes the more appropriate emotion and response but people often feed on sympathy it makes them dependent the essence of empathic listening is not that you agree with someone it's that you fully deeply understand that person emotionally as well as intellectually empathic listening involves much more than registering reflecting or even understanding the words that are said communications experts estimate in fact that only 10 of our communication is represented by the words we say another 30 is represented by our sounds and 60 by our body language in empathic listening you listen with your ears but you also and more importantly listen with your eyes and with your heart you listen for feeling for meaning you listen for behavior you use your right brain as well as your left you sense you intuit you feel empathic listening is so powerful because it gives you accurate data to work with instead of projecting your own autobiography and assuming thoughts feelings motives and interpretation you're dealing with the reality inside another person's head and heart you're listening to understand you're focused on receiving the deep communication of another human soul in addition empathic listening is the key to making deposits in emotional bank accounts because nothing you do is a deposit unless the other person perceives it as such you can work your fingers to the bone to make a deposit only to have it turn into a withdrawal when a person regards your efforts as manipulative self-serving intimidating or condescending because you don't understand what really matters to him empathic listening is in and of itself a tremendous deposit in the emotional bank account it's deeply therapeutic and healing because it gives a person psychological air if all the air were suddenly sucked out of the room you're in right now what would happen to your interest in this book you wouldn't care about the book you wouldn't care about anything except getting air survival would be your only motivation but now that you have air it doesn't motivate you this is one of the greatest insights in the field of human motivation satisfied needs do not motivate it's only the unsatisfied need that motivates next to physical survival the greatest need of a human being is psychological survival to be understood to be affirmed to be validated to be appreciated when you listen with empathy to another person you give that person psychological air and after that vital need is met you can then focus on influencing or problem solving this need for psychological air impacts communication in every area of life i taught this concept at a seminar in chicago one time and i instructed the participants to practice empathic listening during the evening the next morning a man came up to me almost bursting with news let me tell you what happened last night he said i was trying to close a big commercial real estate deal while i was here in chicago i met with the principals their attorneys and another real estate agent who had just been brought in with an alternative proposal it looked as if i were going to lose the deal i had been working on this deal for over six months and in a very real sense all my eggs were in this one basket all of them i panicked i did everything i could i pulled out all the stops i used every sales technique i could the final stop was to say could we delay this decision just a little longer but the momentum was so strong and they were so disgusted by having this thing go on so long it was obvious they were going to close so i said to myself well why not try it why not practice what i learned today and seek first to understand than to be understood i've got nothing to lose i just said to the man let me see if i really understand what your position is and what your concerns about my recommendations really are when you feel i understand them then we'll see whether my proposal has any relevance or not i really tried to put myself in issues i tried to verbalize his needs and concerns and he began to open up the more i sensed and expressed the things he was worried about the results he anticipated the more he opened up finally in the middle of our conversation he stood up walked over to the phone and dialed his wife putting his hand over the mouthpiece he said you've got the deal i was totally dumbfounded he told me i still am this morning he had made a huge deposit in the emotional bank account by giving the man psychological air when it comes right down to it other things being relatively equal the human dynamic is more important than the technical dimensions of the deal seeking first to understand diagnosing before you prescribe is hard it's so much easier in the short run to hand someone a pair of glasses that have fit you so well these many years but in the long run it severely depletes both pnpc you can achieve maximum interdependent production from an inaccurate understanding of where other people are coming from and you can have interpersonal pc high emotional bank accounts if the people you relate with don't really feel understood empathic listening is also risky it takes a great deal of security to go into a deep listening experience because you open yourself up to be influenced you become vulnerable it's a paradox in a sense because in order to have influence you have to be influenced that means you have to really understand that's why habits one two and three are so foundational they give you the changeless inner core the principal center from which you can handle the more outward vulnerability with peace and strength diagnose before you prescribe although it's risky and hard seek first to understand or diagnose before you prescribe is a correct principle manifest in many areas of life it's the mark of all true professionals it's critical for the optometrist it's critical for the physician you wouldn't have any confidence in a doctor's prescription unless you had confidence in the diagnosis when our daughter jenny was only two months old she was sick one saturday the day of a football game in our community that dominated the consciousness of almost everyone it was an important game some 60 000 people were there sandra and i would like to have gone but we didn't want to leave little jenny her vomiting and diarrhea had us concerned the doctor was at that game he wasn't our personal physician but he was the one on call when jenny's situation got worse we decided we needed some medical advice sandra dialed the stadium and had him paged it was right at a critical time in the game and she could sense an official stone in his voice yes he said briskly what is it this is mrs covey doctor and we're concerned about our daughter jenny what's the situation he asked sandra described the symptoms and he said okay i'll call in a prescription which is youth pharmacy when she hung up sandra felt that in her rush she hadn't really given him full data but that what she had told him was adequate do you think he realizes that jenny is just a newborn i asked her i'm sure he does sandra replied but he's not our doctor he's never even treated her well i'm pretty sure he knows are you willing to give her the medicine unless you're absolutely sure he knows sandra was silent what are we going to do she finally said call him back i said you call him back sandra replied so i did he was paged out of the game once again doctor i said when you called in that prescription did you realize that jenny is just two months old no he exclaimed i didn't realize that it's good you called me back i'll change the prescription immediately if you don't have confidence in the diagnosis you won't have confidence in the prescription this principle is also true in sales an effective salesperson first seeks to understand the needs the concerns the situation of the customer the amateur salesman sells products the professional sells solutions to needs and problems it's a totally different approach the professional learns how to diagnose how to understand he also learns how to relate people's needs to his products and services and he has to have the integrity to say my product or service will not meet that need if it will not diagnosing before you prescribe is also fundamental to law the professional lawyer first gathers the facts to understand the situation to understand the laws and precedents before preparing a case a good lawyer almost writes the opposing attorney's case before he writes his own it's also true in product design can you imagine someone in a company saying this consumer research stuff is for the birds let's design products in other words forget understanding the consumers buying habits and motives just design products it would never work a good engineer will understand the forces the stresses at work before designing the bridge a good teacher will assess the class before teaching a good student will understand before he applies a good parent will understand before evaluating or judging the key to good judgment is understanding by judging first a person will never fully understand seek first to understand is a correct principle evident in all areas of life it's a generic common denominator principle but it has its greatest power in the area of interpersonal relations four autobiographical responses because we listen autobiographically we tend to respond in one of four ways we evaluate we either agree or disagree we probe we ask questions from our own frame of reference we advise we give counsel based on our own experience or we interpret we try to figure people out to explain their motives their behavior based on our own motives and behavior these responses come naturally to us we are deeply scripted in them we live around models of them all the time but how do they affect our ability to really understand if i'm trying to communicate with my son can he feel free to open himself up to me when i evaluate everything he says before he really explains it am i giving him psychological air and how does he feel when i probe probing is playing 20 questions it's autobiographical it controls and it invades it's also logical and the language of logic is different from the language of sentiment and emotion you can play 20 questions all day and not find out what's important to someone constant probing is one of the main reasons parents do not get close to their children how's it going son fine well what's been happening lately nothing so what's exciting in school not much and what are your plans for the weekend i don't know you can't get him off the phone talking with his friends but all he gives you is one and two word answers your house is a motel where he eats and sleeps but he never shares never opens up and when you think about it honestly why should he if every time he does open up his soft underbelly you elephant stomp it with autobiographical advice and i told you sos we are so deeply scripted in these responses that we don't even realize when we use them i have taught this concept to thousands of people in seminars across the country and it never fails to shock them deeply as we role play empathic listening situations and they finally begin to listen to their own typical responses but as they begin to see how they normally respond and learn how to listen with empathy they can see the dramatic results in communication to many seek first to understand becomes the most exciting the most immediately applicable of all the seven habits let's take a look at what well might be a typical communication between a father and his teenage son look at the father's words in terms of the four different responses we have just described boy dad i've had it school is for the birds what's the matter son probing it's totally impractical i don't get a thing out of it well you just can't see the benefits yet son i felt the same way when i was your age i remember thinking what a waste some of the classes were but those classes turned out to be the most helpful to me later on just hang in there give it some time advising i've given it 10 years of my life can you tell me what good x plus y is going to be to me as an auto mechanic an auto mechanic you've got to be kidding evaluating no i'm not look at joe he's quit school he's working on cars and he's making lots of money now that's practical it may look that way now but several years down the road joe's going to wish he'd stayed in school you don't want to be an auto mechanic you need an education to prepare you for something better than that advising i don't know joe's got a pretty good setup look son have you really tried probing evaluating i've been in high school two years now sure i've tried it's just a waste that's a highly respected school son give them a little credit advising evaluating well the other guys feel the same way i do do you realize how many sacrifices your mother and i have made to get you where you are you can't quit when you've come this far evaluating i know you've sacrificed dad but it's just not worth it look maybe if you spent more time doing your homework and less time in front of tv advising evaluating look dad it's just no good oh never mind i don't want to talk about this anyway obviously his father was well intended obviously he wanted to help but did he even begin to really understand let's look more carefully at the sun not just his words but his thoughts and feelings expressed parenthetically below and the possible effect of some of his dad's autobiographical responses boy dad i've had it school is for the birds i want to talk with you to get your attention what's the matter son you're interested good it's totally impractical i don't get a thing out of it i've got a problem with school and i feel just terrible well you just can't see the benefits yet son i felt the same way when i was your age oh no here comes chapter three of dan's autobiography this isn't what i want to talk about i don't really care how many miles he had to trudge through the snow to school without any boots i want to get to the problem i remember thinking what a waste some of the classes were but those classes turned out to be the most helpful to me later on just hang in there give it some time time won't solve my problem i wish i could tell you i wish i could just spit it out i've given it 10 years of my life can you tell me what good x plus y is going to do me as an auto mechanic an auto mechanic you've got to be kidding he wouldn't like me if i were an auto mechanic he wouldn't like me if i didn't finish school i have to justify what i said no i'm not look at joe he's quit school he's working on cars and he's making lots of money now that's practical it may look that way now but several years down the road joe's going to wish he'd stayed in school oh boy here comes lecture number 16 on the value of an education you don't want to be an auto mechanic how do you know that dad do you really have any idea what i want you need an education to prepare you for something better than that i don't know joe's got a pretty good setup he's not a failure he didn't finish school and he's not a failure look son have you really tried we're beating around the bush dad if you just listen i really need to talk to you about something important i've been in high school two years now sure i've tried it's just a waste that's a highly respected school son give them a little credit oh great now we're talking credibility i wish i could talk about what i want to talk about well the other guys feel the same way i do i have some credibility too i'm not a do you realize how many sacrifices your mother and i have made to get you where you are uh oh here comes the guilt trip maybe i am a the school's great mom and dad are great and i'm a you can't quit when you've come this far i know you've sacrificed dad but it's just not worth it you just don't understand look maybe if you spent more time doing your homework and less time in front of tv that's not the problem dad that's not it at all i'll never be able to tell you i was dumb to try look dad it's just no good oh never mind i don't want to talk about this anyway can you see how limited we are when we try to understand another person on the basis of words alone especially when we're looking at that person through our own glasses can you see how limiting our autobiographical responses are to a person who is genuinely trying to get us to understand his autobiography you will never be able to truly step inside another person to see the world as he sees it until you develop the pure desire the strength of personal character and the positive emotional bank account as well as the empathic listening skills to do it the skills the tip of the iceberg of empathic listening involve four developmental stages the first and least effective is to mimic content this is the skill taught in active or reflective listening without the character and relationship base it is often insulting to people and causes them to close up it is however a first stage skill because it at least causes you to listen to what's being said mimicking content is easy you just listen to the words that come out of someone's mouth and you repeat them you're hardly even using your brain at all boy dad i've had it school is for the birds you've had it you think school is for the birds you have essentially repeated back the content of what was being said you haven't evaluated or probed or advised or interpreted you've at least showed you're paying attention to his words but to understand you want to do more the second stage of emphatic listening is to rephrase the content it's a little more effective but it's still limited to the verbal communication boy dad i've had it school is for the birds you don't want to go to school anymore this time you've put his meaning into your own words now you're thinking about what he said mostly with the left side the reasoning ilogical side of the brain the third stage brings your right brain into operation you reflect feeling boy dad i've had it school is for the birds you're feeling really frustrated now you're not paying as much attention to what he's saying as you are to the way he feels about what he's saying the fourth stage includes both the second and the third you rephrase the content and reflect the feeling boy dad i've had it school is for the birds you're really frustrated about school frustration is the feeling school is the content you're using both sides of your brain to understand both sides of his communication now what happens when you use fourth stage empathic listening skills is really incredible as you authentically seek to understand as you rephrase content and reflect feeling you give him psychological air you also help him work through his own thoughts and feelings as he grows in his confidence of your sincere desire to really listen and understand the barrier between what's going on inside him and what's actually being communicated to you disappears it opens a soul to soul flow he's not thinking and feeling one thing and communicating another he begins to trust you with his innermost tender feelings and thoughts boy dad i've had it school is for the birds i want to talk with you to get your attention you're really frustrated about school that's right that's how i feel i sure am it's totally impractical i'm not getting a thing out of it you feel like school's not doing you any good let me think is that what i mean well yeah i'm just not learning anything that's going to help me i mean look at joe he's dropped out of school and he's working on cars he's making money now that's practical you feel that joe really has the right idea well well i guess he does it away he's really making money now but in a few years i bet he'll probably be ticked off at himself you think joe's going to feel he made the wrong decision he's got to just look at what he's giving up i mean if you don't have an education you just can't make it in this world education is really important oh yeah i mean if you don't have a diploma if you can't get jobs or go to college what are you going to do you've just got to get an education it's important to your future it is and you know what i'm really worried listen you won't tell mom will you you don't want your mother to find out well not really oh i guess you can tell her she'll probably find out anyway look i took this test today this reading test and dad they said i'm reading on a fourth grade level fourth grade and i'm a junior in high school what a difference real understanding can make all the well-meaning advice in the world won't amount to a hill of beans if we're not even addressing the real problem and we'll never get to the problem if we're so caught up in our own autobiography our own paradigms that we don't take off our glasses long enough to see the world from another point of view i'm going to flunk dad i guess i figure if i'm going to flunk i might as well quit but i don't want to quit you feel torn you're in the middle of a dilemma what do you think i should do dad by seeking first to understand this father has just turned a transactional opportunity into a transformational opportunity instead of interacting on a surface get the job done level of communication he has created a situation in which he can now have transforming impact not only on his son but also on the relationship by setting aside his own autobiography and really seeking to understand he has made a tremendous deposit in the emotional barrel account and has empowered his son to open layer upon layer and to get to the real issue now father and son are on the same side of the table looking at the problem instead of on opposite sides looking across at each other the sun isopening his father's autobiography and asking for advice even as the father begins to counsel however he needs to be sensitive to his son's communication as long as the response is logical the father can effectively ask questions and give counsel but the moment the response becomes emotional he needs to go back to empathic listening well i can see some things you might want to consider like what dad like getting some special help with your reading maybe they have some kind of tutoring program over at the tech school i've already checked into that it takes two nights and all day saturday that would take so much time sensing emotion in that reply the father moves back to empathy that's too much of a price to pay besides dad i told the sixth graders i'd be their coach you don't want to let them down but i'll tell you this dad if i really thought that tutoring course would help i'd be down there every night i'd get someone else to coach those kids you really want the help but you doubt if the course will make a difference do you think it would dad the son is once more open and logical he's opening his father's autobiography again now the father has another opportunity to influence and transform there are times when transformation requires no outside counsel often when people are really given the chance to open up they unravel their own problems and the solutions become clear to them in the process at other times they really need additional perspective and help the key is to genuinely seek the welfare of the individual to listen with empathy to let the person get to the problem and the solution at his own pace and time layer upon layer it's like peeling an onion until you get to the soft inner core when people are really hurting and you really listen with a pure desire to understand you'll be amazed how fast they will open up they want to open up children desperately want to open up even more to their parents than to their peers and they will if they feel their parents will love them unconditionally and will be faithful to them afterwards and not judge or ridicule them if you really seek to understand without hypocrisy and without guile there will be times when you will be literally stunned with the pure knowledge and understanding that will flow to you from another human being it isn't even always necessary to talk in order to empathize in fact sometimes words may just get in your way that's one very important reason why technique alone will not work that kind of understanding transcends technique isolated technique only gets in the way i have gone through the skills of empathic listening because skill is an important part of any habit we need to have the skills but let me reiterate that the skills will not be effective unless they come from a sincere desire to understand people resent any attempt to manipulate them in fact if you're dealing with people you're close to it's helpful to tell them what you're doing i read this book about listening and empathy and i thought about my relationship with you i realized i haven't listened to you like i should but i want to it's hard for me i may blow it at times but i'm going to work at it i really care about you and i want to understand i hope you'll help me affirming your motive is a huge deposit but if you're not sincere i wouldn't even try it it may create an openness and a vulnerability that will later turn to your harm when a person discovers that you really didn't care you really didn't want to listen and he's left open exposed and hurt the technique the tip of the iceberg has to come out of the massive base of character underneath now there are people who protest that empathic listening takes too much time it may take a little more time initially but it saves so much time downstream the most efficient thing you can do if you're a doctor and want to prescribe a wise treatment is to make an accurate diagnosis you can't say i'm in too much of a hurry i don't have time to make a diagnosis just take this treatment i remind riding one time in a room on the north shore of oahu hawaii there was a soft breeze blowing and so i had opened two windows one at the front and one at the side to keep the room cool i had a number of papers laid out chapter by chapter on a large table suddenly the breeze started picking up and blowing my papers about i remember the frantic sense of loss i felt because things were no longer in order including unnumbered pages and i began rushing around the room trying desperately to put them back finally i realized it would be better to take 10 seconds and close one of the windows empathic listening takes time but it doesn't take anywhere near as much time as it takes to back up and correct misunderstandings when you're already miles down the road to redo to live with unexpressed and unsolved problems to deal with the results of not giving people psychological air a discerning empathic listener can read what's happening down deep fast and can show such acceptance such understanding that other people feel safe to open up layer after layer until they get to that soft inner core where the problem really lies people want to be understood and whatever investment of time it takes to do that will bring much greater returns of time as you work from an accurate understanding of the problems and issues and from the high emotional bank account that results when a person feels deeply understood understanding and perception as you learn to listen deeply to other people you will discover tremendous differences in perception you will also begin to appreciate the impact that these differences can have as people try to work together in interdependent situations you see the young woman i see the old lady and both of us can be right you may look at the world through spouse-centered glasses i see it through the money-centered lens of economic concern you may be scripted in the abundance mentality i may be scripted in the scarcity mentality you may approach problems from a highly visual intuitive holistic right brain paradigm i may be very left brain very sequential analytical and verbal in my approach our perceptions can be vastly different and yet we both have lived with our paradigms for years thinking they are facts and questioning the character or the mental competence of anyone who can't see the facts now with all our differences we're trying to work together in a marriage in a job in a community service project to manage resources and accomplish results so how do we do it how do we transcend the limits of our individual perceptions so that we can deeply communicate so that we can cooperatively deal with the issues and come up with win-win solutions the answer is habit five it's the first step in the process of when slash win even if and especially when the other person is not coming from that paradigm seek first to understand this principle worked powerfully for one executive who shared with me the following experience i was working with a small company that was in the process of negotiating a contract with a large national banking institution this institution flew in their lawyers from san francisco their negotiator from ohio and presidents of two of their large banks to create an eight-person negotiating team the company i worked with had decided to go for win-slash win or no deal they wanted to significantly increase the level of service and the cost but they had been almost overwhelmed with the demands of this large financial institution the president of our company sat across the negotiating table and told them we would like for you to write the contract the way you want it so that we can make sure we understand your needs and your concerns we will respond to those needs and concerns then we can talk about pricing the members of the negotiating team were overwhelmed they were astounded that they were going to have the opportunity to write the contract they took three days to come up with the deal when they presented it the president said now let's make sure we understand what you want and he went down the contract rephrasing the content reflecting the feeling until he was sure and they were sure he understood what was important to them yes that's right no that's not exactly what we meant here yes you've got it now when he thoroughly understood their perspective he proceeded to explain some concerns from his perspective and they listened they were ready to listen they weren't fighting for air what had started out as a very formal low trust almost hostile atmosphere had turned into a fertile environment for synergy at the conclusion of the discussions the members of the negotiating team basically said we want to work with you we want to do this deal just let us know what the price is and we'll sign then seek to be understood seek first to understand then to be understood knowing how to be understood is the other half of habit five and is equally critical in reaching win slash win solutions earlier we defined maturity as the balance between courage and consideration seeking to understand requires consideration seeking to be understood takes courage win slash win requires a high degree of both so it becomes important in interdependent situations for us to be understood the early greeks had a magnificent philosophy which is embodied in three sequentially arranged words ethos pathos and logos i suggest these three words contain the essence of seeking first to understand and making effective presentations ethos is your personal credibility the faith people have in your integrity and competency it's the trust that you inspire your emotional bank account pathos is the empathic side it's the feeling it means that you are in alignment with the emotional thrust of another person's communication logos is the logic the reasoning part of the presentation notice the sequence ethos pathos logos your character and your relationships and then the logic of your presentation this represents another major paradigm shift most people in making presentations go straight to the logos the left brain logic of their ideas they try to convince other people of the validity of that logic without first taking ethos and pathos into consideration i had an acquaintance who was very frustrated because his boss was locked into what he felt was an unproductive leadership style why doesn't he do anything he asked me i've talked to him about it he's aware of it but he does nothing well why don't you make an effective presentation i asked i did was the reply how do you define effective who do they send back to school when the salesman doesn't sell the buyer effective means it works it means p slash pc did you create the change you wanted did you build the relationship in the process what were the results of your presentation i told you he didn't do anything he wouldn't listen then make an effective presentation you've got to empathize with his head you've got to get into his frame of mind you've got to make your point simply and visually and describe the alternative he is in favor of better than he can himself that will take some homework are you willing to do that why do i have to go through all that he asked in other words you want him to change his whole leadership style and you're not willing to change your method of presentation i guess so he replied well then i said just smile about it and learn to live with it i can't live with it he said it compromises my integrity okay then get to work on an effective presentation that's in your circle of influence in the end he wouldn't do it the investment seemed too great another acquaintance a university professor dot was willing to pay the price he approached me one day and said stephen i can't get to first base and getting the funding i need for my research because my research is really not in the mainstream of this department's interests after discussing his situation at some length i suggested that he develop an effective presentation using ethos pathos and logos i know you're sincere in the research you want to do would bring great benefits describe the alternative they are in favor of better than they can themselves show that you understand them in depth then carefully explain the logic behind your request well i'll try he said do you want to practice with me i asked he was willing and so we dress rehearsed his approach when he went in to make his presentation he started by saying now let me see if i first understand what your objectives are and what your concerns are about this presentation and my recommendation he took the time to do it slowly gradually in the middle of his presentation demonstrating his depth of understanding and respect for their point of view a senior professor turned to another professor nodded turned back to him and said you've got your money when you can present your own ideas clearly specifically visually and most important contextually in the context of a deep understanding of their paradigms and concerns you significantly increase the credibility of your ideas you're not wrapped up in your own thing delivering grandiose rhetoric from a soapbox you really understand what you're presenting may even be different from what you had originally thought because in your effort to understand you learned habit 5 lifts you to greater accuracy greater integrity in your presentations and people know that they know you're presenting the ideas wiz that you genuinely believe taking all known facts and perceptions into consideration that will benefit everyone one on one habit five is powerful because it is right in the middle of your circle of influence many factors in interdependent situations are in your circle of concern problems disagreements circumstances other people's behavior and if you focus your energies out there you deplete them with little positive results but you can always seek first to understand that's something that's within your control and as you do that as you focus on your circle of influence you really deeply understand other people you have accurate information to work with you get to the heart of matters quickly you build emotional bank accounts and you give people the psychological error they need so you can work together effectively it's the inside out approach and as you do it watch what happens to your circle of influence because you really listen you become influenceable and being influenceable is the key to influencing others your circle begins to expand you increase your ability to influence many of the things in your circle of concern and watch what happens to you the more deeply you understand other people the more you will appreciate them the more reverent you will feel about them to touch the soul of another human being is to walk on holy ground habit 5 is something you can practice right now the next time you communicate with anyone you can put aside your own autobiography and genuinely seek to understand even when people don't want to open up about their problems you can be empathic you can sense their hearts you can sense the hurt and you can respond you seem down today they may say nothing that's all right you've shown understanding and respect don't push be patient be respectful people don't have to open up verbally before you can empathize you can empathize all the time with their behavior you can be discerning sensitive and aware and you can live outside your autobiography when that is needed and if you're highly proactive you can create opportunities to do preventive work you don't have to wait until your son or daughter has a problem with school or you have your next business negotiation to seek first to understand spend time with your children now one-on-one listen to them understand them look at your home at school life at the challenges and the problems they're facing through their eyes build the emotional bank account give them air go out with your spouse on a regular basis have dinner or do something together you both enjoy listen to each other seek to understand see life through each other's eyes my daily time with sandra is something i wouldn't trade for anything as well as seeking to understand each other we often take time to actually practice empathic listening skills to help us in communicating with our children we often share our different perceptions of the situation and we role play more effective approaches to difficult interpersonal family problems i may act as if i am a son or daughter requesting a special privilege even though i haven't fulfilled a basic family responsibility and sandra plays herself we interact back and forth and try to visualize the situation in a very real way so that we can train ourselves to be consistent in modeling and teaching correct principles to our children some of our most helpful role plays come from redoing a past difficult or stressful scene in which one of us blew it the time you invest to deeply understand that people you love brings tremendous dividends in open communication many of the problems that plague families and marriages simply don't have time to fester and develop the communication becomes so open that potential problems can be nipped in the bud and there are great reserves of trust in the emotional bank account to handle the problems that do arise in business you can set up one-on-one time with your employees listen to them understand them set up human resource accounting or stakeholder information systems in your business to get honest accurate feedback at every level from customers suppliers and employees make the human element as important as the financial or the technical element you save tremendous amounts of time energy and money when you tap into the human resources of a business at every level when you listen you learn and you also give the people who work for you and with you psychological air you inspire loyalty that goes well beyond the eight to five physical demands of the job seek first to understand before the problems come up before you try to evaluate and prescribe before you try to present your own ideas seek to understand it's a powerful habit of effective interdependence when we really deeply understand each other we open the door to creative solutions and third alternatives our differences are no longer stumbling blocks to communication and progress instead they become stepping stones to synergy application suggestions 1. select a relationship in which you sense the emotional bank account is in the red try to understand and write down the situation from the other person's point of view in your next interaction listen for understanding comparing what you're hearing with what you wrote down how valid were your assumptions did you really understand that individual's perspective 2. share the concept of empathy with someone close to you tell them or who you want to work on really listening to others and ask for feedback in a week how did you do how did it make that person feel 3. the next time you have an opportunity to watch people communicate cover your ears for a few minutes and just watch what emotions are being communicated that may not come across in words alone 4. next time you catch yourself inappropriately using one of the autobiographical responses probing evaluating advising or interpreting try to turn the situation into a deposit by acknowledgement and apology i'm sorry i just realized i'm not really trying to understand could we start again 5. base your next presentation on empathy describe the other point of view as well as or better than its proponents then seek to have your point understood from their frame of reference habit 6 synergize principles of creative cooperation i take as my god the hope of a saint in crucial things unity and important things diversity in all things generosity inaugural address of president george bush when sir winston churchill was called to head up the war effort for great britain he remarked that all his life had prepared him for this hour in a similar sense the exercise of all of the other habits prepares us for the habit of synergy when properly understood synergy is the highest activity in all life the true test and manifestation of all of the other habits put together the highest forms of synergy focus the four unique human endowments the motive of wind slash win and the skills of empathic communication on the toughest challenges we face in life what results is almost miraculous we create new alternatives something that wasn't there before synergy is the essence of principle-centered leadership it is the essence of principle-centered parenting it catalyzes unifies and unleashes the greatest powers within people all the habits we have covered prepare us to create the miracle of synergy what is synergy simply defined it means that the whole is greater than the sum of its parts it means that the relationship which the parts have to each other is a part in and of itself it is not only a part but the most catalytic the most empowering the most unifying and the most exciting part the creative process is also the most terrifying part because you don't know exactly what's going to happen or where it is going to lead you don't know what new dangers and challenges you'll find it takes an enormous amount of internal security to begin with the spirit of adventure the spirit of discovery the spirit of creativity without doubt you have to leave the comfort zone of base camp and confront an entirely new and unknown wilderness you become a trailblazer a pathfinder you open new possibilities new territories new continents so that others can follow synergy is everywhere in nature if you plant two plants close together the roots can mingle and improve the quality of the soil so that both plants will grow better than if they were separated if you put two pieces of wood together they will hold much more than the total of the weight held by each separately the whole is greater than the sum of its parts one plus one equals three or more the challenge is to apply the principles of creative cooperation which we learn from nature in our social interactions family life provides many opportunities to observe synergy and to practice it the very way that a man and a woman bring a child into the world is synergistic the essence of synergy is to value differences to respect them to build on strengths to compensate for weaknesses we obviously value the physical differences between men and women husbands and wives but what about the social mental and emotional differences could these differences not also be sources of creating new exciting forms of life creating an environment that is truly fulfilling for each person that nurtures the self-esteem and self-worth of each that creates opportunities for each to mature into independence and then gradually into interdependence could synergy not create a new script for the next generation one that is more geared to service and contribution and is less protective less adversarial less selfish one that is more open more trusting more giving and is less defensive protective and political one that is more loving more caring and is less possessive and judgmental synergistic communication when you communicate synergistically you are simply opening your mind and heart and expressions to new possibilities new alternatives new options it may seem as if you are casting a side habit too to begin with the end in mind but in fact you're doing the opposite you're fulfilling it you're not sure when you engage in synergistic communication how things will work out or what the end will look like but you do have an inward sense of excitement and security and adventure believing that it will be significantly better than it was before and that is the end that you have in mind you begin with the belief that parties involved will gain more insight and that the excitement of that mutual learning and insight will create a momentum toward more and more insights learnings and growth many people have not really experienced even a moderate degree of synergy in their family life or in other interactions they've been trained and scripted into defensive and protective communications or into believing that life or other people can't be trusted as a result they are never really open to habit six and to these principles this represents one of the great tragedies and wastes in life because so much potential remains untapped completely undeveloped and unused ineffective people live day after day with unused potential they experience synergy only in small peripheral ways in their lives they may have memories of some unusual creative experiences perhaps in athletics where they were involved in a real team spirit for a period of time or perhaps they were in an emergency situation where people cooperated to an unusually high degree and submerged ego and pride in an effort to save someone's life or to produce a solution to a crisis to many such events may seem unusual almost out of character with life even miraculous but this is not so these things can be produced regularly consistently almost daily in people's lives but it requires enormous personal security and openness and a spirit of adventure most all creative endeavors are somewhat unpredictable they often seem ambiguous hit or miss trial and error and unless people have a high tolerance for ambiguity and get their security from integrity to principles and inner values they find it unnerving and unpleasant to be involved in highly creative enterprises their need for structure certainty and predictability is too high synergy in the classroom as a teacher i have come to believe that many truly great classes teeter on the very edge of chaos synergy tests whether teachers and students are really open to the principle of the whole being greater than the sum of its parts there are times dot when neither the teacher nor the student knows for sure what's going to happen in the beginning there's a safe environment that enables people to be really open and to learn and to listen to each other's ideas then comes brainstorming where the spirit of evaluation is subordinated to the spirit of creativity imagining and intellectual networking then an absolutely unusual phenomenon begins to take place the entire class is transformed with the excitement of a new thrust a new idea a new direction that's hard to define yet it's almost palpable to the people involved synergy is almost as if a group collectively agrees to subordinate old scripts and to write a new one i'll never forget a university class i taught in leadership philosophy and style we were about three weeks into a semester when in the middle of a presentation one person started to relate some very powerful personal experiences which were both emotional and insightful a spirit of humility and reverence fell upon the class reverence toward this individual and appreciation for his courage this spirit became fertile soil for a synergistic and creative endeavor others began to pick up on it sharing some of their experiences and insights and even some of their self-doubts the spirit of trust and safety prompted many to become extremely open rather than present what they prepared they fed on each other's insights and ideas and started to create a whole new scenario as to what that class could mean i was deeply involved in the process in fact i was almost mesmerized by it because it seems so magical and creative and i found myself gradually loosening up my commitment to the structure of the class and sensing entirely new possibilities it wasn't just a flight of fancy there was a sense of maturity and stability and substance which transcended by far the old structure and plan we abandoned the old syllabus the purchased textbooks and all the presentation plans and we set up new purposes and projects and assignments we became so excited about what was happening that in about three more weeks we all sensed an overwhelming desire to share what was happening with others we decided to write a book containing our learnings and insights on the subject of our study principles of leadership assignments were changed new projects undertaken new teams formed people worked much harder than they ever would have in the original class structure and for an entirely different set of reasons out of this experience emerged an extremely unique cohesive and synergistic culture that did not end with the semester for years alumni meetings were held among members of that class even today many years later when we see each other we talk about it and often attempt to describe what happened and why one of the interesting things to me was how little time had transpired before there was sufficient trust to create such synergy i think it was largely because the people were relatively mature they were in the final semester of their senior year and i think they wanted more than just another good classroom experience they were hungry for something new and exciting something that they could create that was truly meaningful it was an idea whose time had come for them in addition the chemistry was right i felt that experiencing synergy was more powerful than talking about it that producing something new was more meaningful than simply reading something old i've also experienced as i believe most people have times that were almost synergistic times that hung on the edge of chaos and for some reason descended for it sadly people who are burned by such experiences often begin their next new experience with that failure in mind they defend themselves against it and cut themselves off from synergy it's like administrators who set up new rules and regulations based on the abuses of a few people inside an organization thus limiting the freedom and creative possibilities for many or business partners who imagine the worst scenarios possible and write them up in legal language killer rig the whole spirit of creativity enterprise and synergistic possibility as i think back on many consulting and executive education experiences i can say that the highlights were almost always synergistic there was usually an early moment that required considerable courage perhaps in becoming extremely authentic in confronting some inside truth about the individual or the organization or the family which really needed to be said but took a combination of considerable courage and genuine love to say it then others became more authentic open and honest and the synergistic communication process began it usually became more and more creative and ended up in insights and plans that no one had anticipated initially as earl rogers taught that which is most personal is most general the more authentic you become the more genuine in your expression particularly regarding personal experiences and even self-doubts the more people can relate to your expression and the safer it makes them feel to express themselves that expression in turn feeds back on the other person's spirit and genuine creative empathy takes place producing new insights and learnings and a sense of excitement and adventure that keeps the process going people then begin to interact with each other almost in half-instances sometimes incoherent but they get each other's meanings very rapidly then whole new worlds of insights new perspectives new paradigms that ensure options new alternatives are opened up and thought about though occasionally these new ease are left up in the air they usually come to some kind of closure that is practical and useful synergy in business i enjoyed one particularly meaningful synergistic experience as i worked with my associates to create the corporate mission statement for our business almost all members of the company went high up into the mountains where surrounded by the magnificence of nature we began with the first draft of what some of us considered to be an excellent mission statement at first the communication was respectful careful and predictable but as we began to talk about the various alternatives possibilities and opportunities ahead people became very open and authentic and simply started to think out loud the mission statement agenda gave way to a collective free association a spontaneous piggy backing of ideas people were genuinely empathic as well as courageous and we moved from mutual respect and understanding to creative synergistic communication everyone could sense it it was exciting as it matured we returned to the task of putting the evolved collective vision into words each of which contained specific and committed to meaning for each participant the resulting corporate mission statement reads our mission is to empower people and organizations to significantly increase their performance capability in order to achieve worthwhile purposes through understanding and living principle-centered leadership the synergistic process that led to the creation of our mission statement engraved it in all the hearts and minds of everyone there and it has served us well as a frame of reference of what we are about as well as what we are not about another high-level synergy experience took place when i accepted an invitation to serve as the resource and discussion catalyst at the annual planning meeting of a large insurance company several months ahead i met with the committee responsible to prepare for and stage the two-day meeting which was to involve all the top executives they informed me that the traditional pattern was to identify four or five major issues through questionnaires and interviews and to have alternative proposals presented by the executives past meetings had been generally respectful exchanges occasionally deteriorating into defensive when slash lose ego battles they were usually predictable uncreative and boring as i talked with the committee members about the power of synergy they could sense its potential with considerable trepidation they agreed to change the pattern they requested various executives to prepare anonymous white papers on each of the high priority issues and then asked all the executives to immerse themselves in these papers ahead of time in order to understand the issues and the differing points of view they were to come to the meeting prepared to listen rather than to present prepared to create and synergize rather than to defend and protect we spent the first half day in the meeting teaching the principles and practicing the skills of habits four five and six the rest of the time was spent in creative synergy the release of creative energy was incredible excitement replaced boredom people became very open to each other's influence and generated new insights and options by the end of the meeting an entirely new understanding of the nature of the central company challenge evolved the white paper proposals became obsolete differences were valued and transcended a new common vision began to form once people have experienced real synergy they are never quite the same again they know the possibility of having other such mind-expanding adventures in the future often attempts are made to recreate a particular synergistic experience but this seldom can be done however the essential purpose behind creative work can be recaptured like the far eastern philosophy we seek not to imitate the masters rather we seek what they saw we seek not to imitate past creative synergistic experiences rather we seek new ones around new and different and sometimes higher purposes synergy and communication synergy is exciting creativity is exciting it's phenomenal what openness and communication can produce the possibilities of truly significant gain of significant improvement are so real that it's worth the risk such openness entails after world war ii the united states commissioned david lillianfall to head the new atomic energy commission lillington brought together a group of people who were highly influential celebrities and their own right disciples as it were of their own frames of reference this very diverse group of individuals had an extremely heavy agenda and they were impatient to get at it in addition the press was pushing them but lillianthal took several weeks to create a high emotional bank account he had these people get to know each other their interests their hopes their goals their concerns their backgrounds their frames of reference their paradigms he facilitated the kind of human interaction that creates a great bonding between people and he was heavily criticized for taking the time to do it because it wasn't efficient but the net result was that this group became closely knit together very open with each other very creative and synergistic the respect among the members of the commission was so high that if there was disagreement instead of opposition and defense there was a genuine effort to understand the attitude was if a person of your intelligence and competence and commitment disagrees with me then there must be something to your disagreement that i don't understand and i need to understand it you have a perspective a frame of reference i need to look at non-protective interaction developed and an unusual culture was born the following diagram illustrates how closely trust is related to different levels of communication the lowest level of communication coming out of low trust situations would be characterized by defensiveness protectiveness and often legalistic language which covers all the bases and spells out qualifiers and the escape clauses in the event things go sour such communication produces only win slash lose or lose lose it isn't effective there's no p slash pc balance and it creates further reasons to defend and protect the middle position is respectful communication this is the level where fairly mature people interact they have respect for each other but they want to avoid the possibility of ugly confrontations so they communicate politely but not empathically they might understand each other intellectually but they really don't deeply look at the paradigms and assumptions underlying their own positions and become open to new possibilities respectful communication works in independent situations and even in interdependent situations but the creative possibilities are not opened up in interdependent situations compromise is the position usually taken compromise means that one plus one equals one and a half both give and take the communication isn't defensive or protective or angry or manipulative it is honest and genuine and respectful but it isn't creative or synergistic it produces a low form of win slash win synergy means that one plus first of may equal 8 16 or even 1 600. the synergistic position of high trust produces solutions better than any originally proposed and all parties know it furthermore they genuinely enjoy the creative enterprise a mini culture is formed to satisfy in and of itself even if it is short-lived the p-slash pc balance is there there are some circumstances in which synergy may not be achievable and no deal isn't viable but even in these circumstances the spirit of sincere trying will usually result in a more effective compromise fishing for the third alternative to get a better idea of how our level of communication affects our interdependent effectiveness envision the following scenario it's vacation time and a husband wants to take his family out to the lake country to enjoy camping and fishing this is important to him he's been planning it all year he's made reservations at a cottage on the lake and arranged to rent a boat and his sons are really excited about going his wife however wants to use the vacation time to visit her ailing mother some 250 miles away she doesn't have the opportunity to see her very often and this is important to her their differences could be the cause of a major negative experience the plans are set the boys are excited we should go on the fishing trip he says but we don't know how much longer my mother will be around and i want to be by her she replies this is our only opportunity to have enough time to do that all year long we've looked forward to this one week vacation the boys would be miserable sitting around grandmother's house for a week they'd drive everybody crazy besides your mother's not that sick and she is your sister less than a mile away to take care of her she's my mother too i want to be with her you could phone her every night and we're planning to spend time with her at the christmas family reunion remember that's not for five more months we don't even know if she'll still be here by then besides she needs me and she wants me she's being well taken care of besides the boys and i need you too my mother is more important than fishing your husband and sons are more important than your mother as they disagree back and forth they finally may come up with some kind of compromise they may decide to split up he takes the boys fishing at the lake while she visits her mother and they both feel guilty and unhappy the boys sense it and it affects their enjoyment of the vacation the husband may give in to his wife but he does it grudgingly and consciously or unconsciously he produces evidence to fulfill his prophecy of how miserable the week will be for everyone the wife may give in to her husband but she's withdrawn and overreactive to any new developments in her mother's health situation if her mother were to become seriously ill and die the husband could never forgive himself and she couldn't forgive him either whatever compromise they finally agree on it could be rehearsed over the years as evidence of insensitivity neglect or a bad priority decision on either part it could be a source of contention for years and could even polarize the family many marriages that once were beautiful and soft and spontaneous and loving have deteriorated to the level of a hostility through a series of incidents just like this the husband and wife see the situation differently and that difference can polarize them separate them create wedges in the relationship or it can bring them closer together on a higher level if they have cultivated the habits of effective interdependence they approach their differences from an entirely different paradigm their communication is on a higher level because they have a high emotional bank account they have trust and open communication in their marriage because they think winslash win they believe in a third alternative a solution that is mutually beneficial and is better than what either of them originally proposed because they listen empathically and seek first to understand they create within themselves and between them a comprehensive picture of the values and the concerns that need to be taken into account in making a decision and the combination of those ingredients the high emotional bank account thinking win slash win and seeking first to understand creates the ideal environment for synergy buddhism calls this the middle way middle in this sense does not mean compromise it means higher like the apex of the triangle in searching for the middle or higher way this husband and wife realize that their love their relationship is part of their synergy as they communicate the husband really deeply feels his wife's desire her need to be with her mother he understands how she wants to relieve her sister who has had the primary responsibility for their mother's care he understands that they really don't know how long she will be with them and that she certainly is more important than fishing and the wife deeply understands her husband's desire to have the family together and to provide a great experience for the boys she realizes the investment that has been made in lessons and equipment to prepare for this fishing vacation and she feels the importance of creating good memories with them so they pool those desires and they're not on opposite sides of the problem they're together on one side looking at the problem understanding the needs and working to create a third alternative that will meet them maybe we could arrange another time within the month for you to visit with your mother he suggests i could take over the home responsibilities for the weekend and arrange for some help at the first of the week so that you could go i know it's important to you to have that time or maybe we could locate a place to camp and fish that would be close to your mother the area wouldn't be as nice but we could still be outdoors and meet other needs as well and the boys wouldn't be climbing the walls we could even plan some recreational activities with the cousins aunts and uncles which would be an added benefit they synergize they communicate back and forth until they come up with a solution they both feel good about it's better than the solutions either of them originally proposed it's better than compromise it's a synergistic solution that builds p and pc instead of a transaction it's a transformation they get what they both really want and build their relationship in the process negative synergy seeking the third alternative is a major paradigm shift from the dichotomous either slash or mentality but look at the difference in results how much negative energy is typically expended when people try to solve problems or make decisions in an interdependent reality how much time is spent in confessing other people's sins politicking rivalry interpersonal conflict protecting one's backside masterminding and second guessing it's like trying to drive down the road with one foot on the gas and the other foot on the brake and instead of getting a foot off the brake most people give it more gas they try to apply more pressure more eloquence more logical information to strengthen their position the problem is that highly dependent people are trying to succeed in an interdependent reality they're either dependent on borrowing strength from position power and they go for when slash lose or they're dependent on being popular with others and they go for lose slash win they may talk win win technique but they don't really want to listen they want to manipulate and synergy can thrive in that environment insecure people think that all reality should be amenable to their paradigms they have a high need to clone others to mold them over into their own thinking they don't realize that the very strength of the relationship is in having another point of view sameness is not oneness uniformity is not unity unity or oneness is complementariness not sameness sameness is uncreative and boring the essence of synergy is to value the differences i've come to believe that the key to interpersonal synergy is interpersonal synergy that is synergy within ourselves the heart of interpersonal synergy is embodied in the principles in the first three habits which give the internal security sufficient to handle the risks of being open and vulnerable by internalizing those principles we developed the abundance mentality of when slash win and the authenticity of habit 5. one of the very practical results of being principle centered is that it makes us whole truly integrated people who are scripted deeply in logical verbal left brain thinking will discover how totally inadequate the thinking is in solving problems which require a great deal of creativity they become aware and begin to open up a new script inside their right brain it's not that the right brain wasn't there it just lay dormant the muscles had not been developed or perhaps they had atrophied after early childhood because of the heavy left brain emphasis of formal education or social scripting when a person has access to both the intuitive creative and visual right brain and the analytical logical verbal left brain then the whole brain is working in other words there is psychic synergy taking place in our own head and this tool is best suited to the reality of what life is because life is not just logical it is also emotional one day i was presenting a seminar which i titled manage from the left lead from the right to a company in orlando florida during the break the president off company came up to me and said stephen this is intriguing but i have been thinking about this material more in terms of its application to my marriage than to my business my wife and i have a real communication problem i wonder if you would have lunch with the two of us and just kind of watch how we talk to each other let's do it i replied as we sat down together we exchanged a few pleasantries then this man turned to his wife and said now honey i've invited stephen to have lunch with us to see if he could help us in our communication with each other i know you feel i should be a more sensitive considerate husband could you give me something specific you think i ought to do his dominant left brain wanted facts figures specifics parts well as i've told you before it's nothing specific it's more of a general sense i have about priorities her dominant right brain was dealing with sensing and with the gestalt the whole the relationship between the parts what do you mean a general feeling about priorities what is it you want me to do give me something specific i can get a handle on well it's just a feeling her right brain was dealing in images intuitive feelings i just don't think our marriage is as important to you as you tell me it is well what can i do to make it more important give me something concrete and specific to go on it's hard to put into words at that point he just rolled his eyes and looked at me as if to say stephen could you endure this kind of dumbness in your marriage it's just a feeling she said a very strong feeling honey he said to her that's your problem and that's the problem with your mother in fact it's the problem with every woman i know then he began to interrogate her as though it were some kind of legal deposition do you live where you want to live that's not it she sighed that's not it at all i know he replied with a forced patience but since you won't tell me exactly what it is i figure the best way to find out what it is is to find out what it is not do you live where you want to live i guess honey steven's here for just a few minutes to try to help us just give a quick yes or no answer do you live where you want to live yes okay that's settled do you have the things you want to have yes all right do you do the things you want to do this went on for a little while and i could see i wasn't helping at all so i intervened and said is this kind of how it goes in your relationship every day stephen he replied it's the story of our marriage she sighed i looked at the two of them and the thought crossed my mind that they were two half-brained people living together do you have any children i asked yes too really i asked incredulously how did you do it what do you mean how did we do it you were synergistic i said one plus one usually equals two but you made one plus one equal four now that's synergy the whole is greater than the sum of the parts so how did you do it you know how we did it he replied you must have valued the differences i exclaimed valuing the differences valuing the differences is the essence of synergy the mental the emotional the psychological differences between people and the key to valuing those differences is to realize that all people see the world not as it is but as they are if i think i see the world as it is why would i want to value the differences why would i even want to bother with someone who's off track my paradigm is that i am objective i see the world as it is everyone else is buried by the minutia but i see the larger picture that's why they call me a supervisor i have supervision if that's my paradigm then i will never be effectively interdependent or even effectively independent for that matter i will be limited by the paradigms of my own conditioning the person who is truly effective has the humility and reverence to recognize his own perceptual limitations and to appreciate the rich resources available through interaction with the hearts and minds of other human beings that person values the differences because those differences add to his knowledge to his understanding of reality when we're left to our own experiences we constantly suffer from a shortage of data is it logical that two people can disagree and that both can be right it's not logical it's psychological and it's very real you see the young lady i see the old woman we're both looking at the same picture and both of us are right we see the same black lines the same white spaces but we interpret them differently because we've been conditioned to interpret them differently and unless we value the differences in our perceptions unless we value each other and give credence to the possibility that we're both right that life is not always a dichotomous either slash or that there are almost always third alternatives we will never be able to transcend the limits of that conditioning all i may see is the old woman but i realize that you see something else and i value you i value your perception i want to understand so when i become aware of the difference in our perceptions i say good you see it differently help me see what you see if two people have the same opinion one is unnecessary it's not going to do me any good at all to communicate with someone else who sees only the old woman also i don't want to talk to communicate with someone who agrees with me i want to communicate with you because you see it differently i value that difference by doing that i not only increase my own awareness i also affirm you i give you psychological air i take my foot off the brake and release the negative energy you may have invested in defending a particular position i create an environment for synergy the importance of valuing the difference is captured in an often quoted fable called the animal school written by educator dr rh reeves once upon a time the animals decided they must do something heroic to meet the problems of a new world so they organized a school they adopted an activity curriculum consisting of running climbing swimming and flying to make it easier to administer all animals took all the subjects the duck was excellent in swimming better in fact than his instructor and made excellent grades in flying but he was very poor in running since he was low in running he had to stay after school and also drop swimming to practice running this was kept up until his web feet were badly worn and he was only average in swimming but average was acceptable in school so nobody worried about that except the duck the rabbit started at the top of the class in running but had a nervous breakdown because of so much makeup and swimming the squirrel was excellent in climbing until he developed frustrations in the flying class where his teacher made him start from the ground up instead of from the tree top down he also developed charlie horses from over exertion and he got a c in climbing in a d and running the eagle was a problem child and had to be disciplined severely in climbing class he beat all the others to the top of the tree but insisted on using his own way of getting there at the end of the year an abnormal eel that could swim exceedingly well and also could run climb and fly a little had the highest average and was valedictorian the prairie dogs stayed out of school and fought the tax levy because the administration would not add digging and burrowing to the curriculum they apprenticed their children to the badger and later joined the groundhogs and gophers to start a successful private school force field analysis in an interdependent situation synergy is particularly powerful in dealing with negative forces that work against growth and change sociologist kurt lewin developed a force field analysis model in which he described any current level of performance or being as a state of equilibrium between the driving forces that encourage upward movement and the restraining forces that discourage it driving forces generally are positive reasonable logical conscious and economic in juxtaposition restraining forces are often negative emotional illogical unconscious and social slash psychological both sets of forces are very real and must be taken into account in dealing with change in a family for example you have a certain climate in the home a certain level of positive or negative interaction a feeling safe or unsafe and expressing feelings or talking about concerns of respect or disrespect and communication among family members you may really want to change that level you may want to create a climate that is more positive more respectful more open and trusting your logical reasons for doing that are the driving forces that act to raise the level but increasing those driving forces is not enough your efforts are opposed by restraining forces by the competitive spirit between children and the family by the different scripting of home life you and your spouse have brought to the relationship by habits that have developed in the family by work or other demands on your time and energies increasing the driving forces may bring results for a while but as long as the restraining forces are there it becomes increasingly harder it's like pushing against a spring the harder you push the harder it is to push until the force of the spring suddenly thrusts the level back down the resulting up and down yo-yo effect causes you to feel after several attempts that people are just the way they are and that it's too difficult to change but when you introduce synergy you use the motive of habit 4 the skill of habit 5 and the interaction of habit 6 to work directly on the restraining forces you create an atmosphere in which it is safe to talk about these forces you unfreeze them loosen them up and create new insights that actually transform those restraining forces into driving ones you involve people in the problem immerse them in it so that they soak it in and feel it is their problem and they tend to become an important part of the solution as a result new goals shared goals are created and the whole enterprise moves upward often in ways that no one could have anticipated and the excitement contained within that movement creates a new culture the people involved in it are enmeshed in each other's humanity and empowered by new fresh thinking by new creative alternatives and opportunities i've been involved several times in negotiations between people who were angry at each other and hired lawyers to defend their positions and all that did was to exacerbate the problem because the interpersonal communication deteriorated as it went through the legal process but the trust level was so low if the parties felt they had no other alternative than to take the issues to court would you be interested in going for a win-slash-win solution that both parties feel really good about i would ask the response was usually affirmative but most people didn't really think it was possible if i can get the other party to agree would you be willing to start the process of really communicating with each other again the answer was usually yes the results in almost every case have been astounding problems that had been legally and psychologically wrangled about for months have been settled in a matter of a few hours or days most of the solutions weren't the courthouse compromise solutions either they were synergistic better than the solutions proposed independently by either party and in most cases the relationships continued even though it had appeared in the beginning that the trust level was so low and the rupture in the relationships so large as to be almost irreparable at one of our development programs an executive reported a situation where a manufacturer was being sued by a long-time industrial customer for lack of performance both parties felt totally justified in the rightness of their position and perceived each other as unethical and completely untrustworthy as they began to practice habit 5 two things became clear first early communication problems resulted in a misunderstanding which was later exacerbated by accusations and counter-accusations second both were initially acting in good faith and didn't like the cost and hassle of a legal fight but saw no other way out once these two things became clear the spirit of habits 4 5 and 6 took over the problem was rapidly resolved and the relationship continues to prosper in another circumstance i received an early morning phone call from a land developer desperately searching for help the bank wanted to foreclose because he was not complying with the principal and interest payment schedule and he was suing the bank to avoid the foreclosure he needed additional funding to finish and market the land so that he could repay the bank but the bank refused to provide additional funds until scheduled payments were met it was a chicken and egg problem with under-capitalization in the meantime the project was languishing the streets were beginning to look like weed fields and the owners of the few homes that had been built were up in arms as they saw their property values drop the city was also upset over the prime land project falling behind schedule and becoming an ice hour tens of thousands of dollars in legal costs had already been spent by the bank and the developer and the case wasn't scheduled to come to court for several months in desperation this developer reluctantly agreed to try the principles of habits 4 5 and 6. he arranged a meeting with even more reluctant bank officials the meeting started at 8am in one of the bank conference rooms the tension and mistrust were palpable the attorney for the bank had committed the bank officials to say nothing they were only to listen and he alone would speak he wanted nothing to happen that would compromise the bank's position in court for the first hour and a half i taught habits 4 5 and 6. at 9 30 i went to the blackboard and wrote down the bank's concerns based on our prior understanding initially the bank officials said nothing but the more we communicated when slash win intentions and sought first to understand the more they opened up to explain and clarify as they began to feel understood the whole atmosphere changed and a sense of momentum of excitement over the prospect of peacefully settling the problem was clearly evident over the attorney's objections the bank officials opened up even more even about personal concerns when we walk out of here the first thing the bank president will say is did we get our money what are we going to say by 11 o'clock the bank officers were still convinced of their rightness but they felt understood and were no longer defensive and officious at that point they were sufficiently open to listen to the developers concerns which we wrote down on the other side of the blackboard this resulted in deeper mutual understanding and a collective awareness of how poorly communication had resulted in misunderstanding and unrealistic expectations and how continuous communication in a wind slash wind spirit could have prevented the subsequent major problems from developing the shared sense of both chronic and acute pain combined with a sense of genuine progress kept everyone communicating by noon when the meeting was scheduled to end the people were positive creative and synergistic and wanted to keep talking the very first recommendation made by the developer was seen as a beginning when slash win approach by all it was synergized on and improved and at 12 45 pm the developer and the two bank officers left with a plan to present together to the homeowners association and the city despite subsequent complicating developments the legal fight was aborted and the building project continued to a successful conclusion i am not suggesting that people should not use legal processes some situations absolutely require it but i see it as a court of last not first resort if it is used too early even in a preventive sense sometimes fear in the legal paradigm creates subsequent thought and action processes that are not synergistic all nature is synergistic ecology is a word which basically describes the synergism in nature everything is related to everything else it's in the relationship that creative powers are maximized just as the real power in these seven habits is in their relationship to each other not just in the individual habits themselves the relationship of the parts is also the power in creating a synergistic culture inside a family or an organization the more genuine the involvement the more sincere and sustained the participation in analyzing and solving problems the greater the release of everyone's creativity and of their commitment to what they create this i'm convinced is the essence of the power in the japanese approach to business which has changed the world marketplace synergy works it's a correct principle it is the crowning achievement of all the previous habits it is effectiveness in an interdependent reality it is teamwork team building the development of unity and creativity with other human beings although you cannot control the paradigms of others in an interdependent interaction or the synergistic process itself a great deal of synergy is within your circle of influence your own internal synergy is completely within the circle you can respect both sides of your own nature the analytical side and the creative side you can value the difference between them and use the difference to catalyze creativity you can be synergistic within yourself even in the midst of a very adversarial environment you don't have to take insults personally you can sidestep negative energy you can look for the good in others and utilize that good as different as it may be to improve your point of view and to enlarge your perspective you can exercise the courage in interdependent situations to be open to express your ideas your feelings and your experiences in a way that will encourage other people to be open also you can value the difference in other people when someone disagrees with you you can say good you see it differently you don't have to agree with them you can simply affirm them and you can seek to understand when you see only two alternatives yours and the wrong one you can look for a synergistic third alternative there's almost always a third alternative and if you work with a win-slash-win philosophy and really seek to understand you usually can find a solution that will be better for everyone concerned application suggestions 1. think about a person who typically sees things differently than you do consider ways in which those differences might be used as stepping stones to third alternative solutions perhaps you could seek out his or her views on a current project or problem valuing the different views you are likely to hear 2. make a list of people who irritate you do they represent different views that could lead to synergy if you had greater intrinsic security and valued the difference 3. identify a situation in which you desire greater teamwork and synergy what conditions would need to exist to support synergy what can you do to create those conditions 4. the next time you have a disagreement or confrontation with someone attempt to understand the concerns underlying that person's position address those concerns in a creative and mutually beneficial way part 4 renewal habit 7 sharpen the saw principles of balance self renewal sometimes when i consider what tremendous consequences come from little things i am tempted to think there are no little things bruce barton suppose you were to come upon someone in the woods working feverishly to saw down a tree what are you doing you ask can't you see comes the impatient reply i'm sawing down this tree you look exhausted you exclaim how long have you been at it dot over five hours he returns and i'm beat this is hard work well why don't you take a break for a few minutes and sharpen that saw you inquire i'm sure it would go a lot faster i don't have time to sharpen the saw the man says emphatically i'm too busy sawing habit 7 is taking time to sharpen the saw it surrounds the other habits on the seven habits paradigm because it is the habit that makes all the others possible four dimensions of renewal habit seven is personal pc it's preserving and enhancing the greatest asset you have you it's renewing the four dimensions of your nature physical spiritual mental and social slash emotional although different words are used most philosophies of life deal either explicitly or implicitly with these four dimensions philosopher herb shepard describes the healthy balanced life around four values perspective spiritual autonomy mental connectedness social and tone physical george sheehan the running guru describes four roles being a good animal physical a good craftsman mental a good friend social and a saint spiritual sound motivation and organization theory embrace these four dimensions or motivations the economic physical how people are treated social how people are developed and used mental and the service the job the contribution the organization gives spiritual sharpen the saw basically means expressing all four motivations it means exercising all four dimensions of our nature regularly and consistently in wise and balanced ways to do this we must be proactive taking time to sharpen the saw is a definite quadrant two activity and quadrant two must be acted on quadrant eye because of its urgency acts on us it presses upon us constantly personal pc must be pressed upon until it becomes second nature until it becomes a kind of healthy addiction because it's at the center of our circle of influence no one else can do it for us we must do it for ourselves this is the single most powerful investment we can ever make in life investment in ourselves in the only instrument we have with which to deal with life and to contribute we are the instruments of our own performance and to be effective we need to recognize the importance of taking time regularly to sharpen the saw in all four ways the physical dimension the physical dimension involves caring effectively for our physical body eating the right kinds of foods getting sufficient rest and relaxation and exercising on a regular basis exercise is one of those quadrant two high leverage activities that most of us don't do consistently because it isn't urgent and because we don't do it sooner or later we find ourselves in quadrant i dealing with the health problems and crises that come as a natural result of our neglect most of us think we don't have enough time to exercise what a distorted paradigm we don't have time not to we're talking about three to six hours a week or a minimum of 30 minutes a day every other day that hardly seems an inordinate amount of time considering the tremendous benefits in terms of the impact on the other 162 to 165 hours of the week and you don't need any special equipment to do it if you want to go to a gym or a spa to use the equipment or enjoy some skill sports such as tennis or racquetball that's an added opportunity but it isn't necessary to sharpen the saw a good exercise program is one that you can do in your own home and one that will build your body in three areas endurance flexibility and strength endurance comes from aerobic exercise from cardiovascular efficiency the ability of your heart to pump blood through your body although the heart is a muscle it cannot be exercised directly it can only be exercised through the large muscle groups particularly the leg muscles that's why exercises like rapid walking running biking swimming cross-country skiing and jogging are so beneficial you are considered minimally fit if you can increase your heart rate to at least 100 beats per minute and keep it at that level for 30 minutes ideally you should try to raise your heart rate to at least 60 of your maximum pulse rate the top speed your heart can beat and still pump blood through your body your maximum heart rate is generally accepted to be 220 less your age so if you are 40 you should aim for an exercise heart rate of 108 220 40 equals 180 x point 6 equals 108 the training effect is generally considered to be between 72 and 87 of your personal maximum rate flexibility comes through stretching most experts recommend warming up before and cooling down slash stretching after aerobic exercise before it helps loosen and warm the muscles to prepare for more vigorous exercise after it helps to dissipate the lactic acid so that you don't feel sore and stiff strength comes from muscle resistance exercises like simple calisthenics push-ups pull-ups and sit-ups and from working with weights how much emphasis you put on developing strength depends on your situation if you're involved in physical labor or athletic activities increased strength will improve your skill if you have a basically sedentary job and success in your lifestyle does not require a lot of strength a little toning through calisthenics in addition to your aerobic and stretching exercises might be sufficient i was in a gym one time with a friend of mine who has a phd in exercise physiology he was focusing on building strength he asked me to spot him while he did some bench presses and told me at a certain point he'd ask me to take the weight but don't take it until i tell you he said firmly so i watched and waited and prepared to take the weight the weight went up and down up and down and i could see it begin to get harder but he kept going he would start to push it up and i'd think there's no way he's going to make it but he'd make it then he'd slowly bring it back down and start back up again up and down up and down finally as i looked at his face straining with the effort his blood vessels practically jumping out of his skin i thought this is going to fall and collapse his chest maybe i should take the weight maybe he's lost control and he doesn't even know what he's doing but he'd get it safely down then he'd start back up again i couldn't believe it when he finally told me to take the weight i said why did you wait so long almost all the benefit of the exercise comes at the very end stephen he replied i'm trying to build strength and that doesn't happen until the muscle fiber ruptures and the nerve fiber registers the pain then nature overcompensates and within 48 hours the fiber is made stronger i could see his point it's the same principle that works with emotional muscles as well such as patients when you exercise your patients beyond your past limits the emotional fiber is broken nature overcompensates and next time the fiber is stronger now my friend wanted to build muscular strength and he knew how to do it but not all of us need to develop that kind of strength to be effective no pain no gain has validity in some circumstances but it is not the essence of an effective exercise program the essence of renewing the physical dimension is to sharpen the saw to exercise our bodies on a regular basis in a way that will preserve and enhance our capacity to work and adapt and enjoy and we need to be wise in developing an exercise program there's a tendency especially if you haven't been exercising at all to overdue and that can create unnecessary pain injury and even permanent damage it's best to start slowly any exercise program should be in harmony with the latest research findings with your doctor's recommendations and with your own self-awareness if you haven't been exercising your body will undoubtedly protest this change in its comfortable downhill direction you won't like it at first you may even hate it but be proactive do it anyway even if it's raining on the morning you scheduled to jog do it anyway oh good it's raining i get to develop my willpower as well as my body you're not dealing with quick fix you're dealing with a quadrant two activity that will bring phenomenal long-term results ask anyone who has done it consistently little by little your resting pulse rate will go down as your heart and oxygen processing system becomes more efficient as you increase your body's ability to do more demanding things you'll find your normal activities much more comfortable and pleasant you'll have more afternoon energy and the fatigue you felt that's made you too tired to exercise in the past will be replaced by an energy that will invigorate everything you do probably the greatest benefit you will experience from exercising will be the development of your habit one muscles of proactivity as you act based on the value of physical well-being instead of reacting to all the forces that keep you from exercising your paradigm of yourself your self-esteem your self-confidence and your integrity will be profoundly affected the spiritual dimension renewing the spiritual dimension provides leadership to your life it's highly related to habit too the spiritual dimension is your core your center your commitment to your value system it's a very private area of life and a supremely important one it draws upon the sources that inspire and uplift you and tie you to the timeless truths of all humanity and people do it very very differently i find renewal in daily prayerful meditation on the scriptures because they represent my value system as i read and meditate i feel renewed strengthened centered and recommitted to serve immersion in great literature or great music can provide a similar renewal of the spirit for some there are others who find it in the way they communicate with nature nature bequeaths its own blessing on those who immerse themselves in it when you're able to leave the noise and the discord of the city and give yourself up to the harmony and rhythm of nature you come back renewed for a time you're undisturbable almost unflappable until gradually the noise and the discord from outside start to invade that sense of inner peace arthur gordon shares a wonderful intimate story of his own spiritual renewal in a little story called the turn of the tide it tells of a time in his life when he began to feel that everything was stale and flat his enthusiasm waned his writing efforts were fruitless and the situation was growing worse day by day finally he determined to get help from a medical doctor observing nothing physically wrong the doctor asked him if he would be able to follow his instructions for one day when gordon replied that he could the doctor told him to spend the following day in the place where he was happiest as a child he could take food but he was not to talk to anyone or to read or write or listen to the radio he then wrote out four prescriptions and told him to open one at 9 12 3 and 6 o'clock are you serious gordon asked him you won't think i'm joking when you get my bill was the reply so the next morning gordon went to the beach as he opened the first prescription he read listen carefully he thought the doctor was insane how could he listen for three hours but he had agreed to follow the doctor's orders so he listened he heard the usual sounds of the sea and the birds after a while he could hear the other sounds that weren't so apparent at first as he listened he began to think of lessons the sea had taught him as a child patience respect and awareness of the interdependence of things he began to listen to the sounds and the silence and to feel a growing peace at noon he opened the second slip of paper and read try reaching back reaching back to what he wondered perhaps to childhood perhaps to memories of happy times he thought about his past about the many little moments of joy he tried to remember them with exactness and in remembering he found a growing warmth inside at three o'clock he opened the third piece of paper until now that prescriptions had been easy to take but this one was different it said examine your motives at first he was defensive he thought about what he wanted success recognition security and he justified them all but then the thought occurred to him that those motives weren't good enough and that perhaps therein was the answer to his stagnant situation he considered his motives deeply he thought about past happiness and at last the answer came to him in a flash of certainty he wrote i saw that if one's motives are wrong nothing can be right it makes no difference whether you are a mailman a hairdresser an insurance salesman a housewife whatever as long as you feel you are serving others you do the job well when you are concerned only with helping yourself you do it less well a law as inexorable as gravity when six o'clock came the final prescription didn't take long to fill write your worries on the sand it said he knelt and wrote several words with a piece of broken shell then he turned and walked away he didn't look back he knew the tide would come in spiritual renewal takes an investment of time but it's a quadrant two activity we don't really have time to neglect the great reformer martin luther is quoted as saying i have so much to do today i'll need to spend another hour on my knees to him prayer was not a mechanical duty but rather a source of power in releasing and multiplying his energies someone once inquired of a far eastern zen master who had a great serenity and peace about him no matter what pressures he faced how do you maintain that serenity and peace he replied i never leave my place of meditation he meditated early in the morning and for the rest of the day he carried the piece of those moments with him in his mind and heart the idea is that when we take time to draw on the leadership center of our lives what life is ultimately all about it spreads like an umbrella over everything else it renews us it refreshes us particularly if we recommit to it this is why i believe a personal mission statement is so important if we have a deep understanding of our center and our purpose we can review and recommit to it frequently in our daily spiritual renewal we can visualize and live out the events of the day in harmony with those values religious leader david o mckay taught the greatest battles of life are fought out daily in the silent chambers of the soul if you win the battles there if you settle the issues that inwardly conflict you feel a sense of peace a sense of knowing what you're about and you'll find that the public victories where you tend to think cooperatively to promote the welfare and good of other people and to be genuinely happy for other people's successes will follow naturally the mental dimension most of our mental development and study discipline comes through formal education but as soon as we leave the external discipline of school many of us let our minds atrophy we don't do any more serious reading we don't explore new subjects in any real depth outside our action fields we don't think analytically we don't write at least not critically or in a way that tests our ability to express ourselves in distilled clear and concise language instead we spend our time watching tv continuing surveys indicate that television is on in most homes some 35 to 45 hours a week that's as much time as many people put into their jobs more than most put into school it's the most powerful socializing influence there is and when we watch we're subject to all the values that are being taught through it that can powerfully influence us in very subtle and imperceptible ways wisdom in watching television requires the effective self-management of habit 3 which enables you to discriminate and to select the informing inspiring and entertaining programs which best serve and express your purpose and values in our family we limit television watching to around seven hours a week an average of about an hour a day we had a family council at which we talked about it and looked at some of the data regarding what's happening in homes because of television we found that by discussing it as a family when no one was defensive or argumentative people started to realize the dependent sickness of becoming addicted to soap operas or to a steady diet of a particular program i'm grateful for television and for the many high-quality educational and entertainment programs they can enrich our lives and contribute meaningfully to our purposes and goals but there are many programs that simply waste our time and minds and many that influence us in negative ways if we let them like the body television is a good servant but a poor master we need to practice habit three and manage ourselves effectively to maximize the use of any resource in accomplishing our missions education continuing education continually honing and expanding the mind is vital mental renewal sometimes that involves the external discipline of the classroom or systematize study programs more often it does not proactive people can figure out many many ways to educate themselves it is extremely valuable to train the mind to stand apart and examine its own program that to me is the definition of a liberal education the ability to examine the programs of life against larger questions and purposes and other paradigms training without such education narrows and closes the mind so that the assumptions underlying the training are never examined that's why it is so valuable to read broadly and to expose yourself to great minds there's no better way to inform and expand your mind on a regular basis than to get into the habit of reading good literature that's another high leverage quadrant two activity you can get into the best minds that are now or that have ever been in the world i highly recommend starting with a goal of a book a month then a book every two weeks then a book a week the person who doesn't read is no better off than the person who can't read quality literature such as the great books the harvard classics autobiographies national geographic and other publications that expand our cultural awareness and current literature in various fields can expand our paradigms and sharpen our mental saw particularly if we practice habit 5 as we read and seek first to understand if we use our own autobiography to make early judgments before we really understand what an author has to say we limit the benefits of the reading experience writing is another powerful way to sharpen the mental saw keeping a journal of our thoughts experiences insights and learnings promotes mental clarity exactness and context writing good letters communicating on the deeper level of thoughts feelings and ideas rather than on the shallow superficial level of events also affects our ability to think clearly to reason accurately and to be understood effectively organizing and planning represent other forms of mental renewal associated with habits two and three it's beginning with the end in mind and being able mentally to organize to accomplish that and it's exercising the visualizing imagining power of your mind to see the end from the beginning and to see the entire journey at least in principles if not in steps it is said that wars are won in the general's tent sharpening the saw in the first three dimensions the physical the spiritual and the mental is a practice i call the daily private victory and i commend to you the simple practice of spending one hour a day every day doing out an hour a day for the rest of your life there's no other way you could spend an hour that would begin to compare with the daily private victory in terms of value and results it will affect every decision every relationship it will greatly improve the quality the effectiveness of every other hour of the day including the depth and restfulness of your sleep it will build the long-term physical spiritual and mental strength to enable you to handle difficult challenges in life in the words of phillips brooks someday in the years to come you'll be wrestling with a great temptation aunt trembling under the great sorrow of your life but the real struggle is here now now it is being decided whether in the day of your supreme sorrow or temptation you shall miserably fail or gloriously conquer character cannot be made except by a steady long continued process the social slash emotional dimension while the physical spiritual and mental dimensions are closely related to habits one two and three centered on the principles of personal vision leadership and management the social slash emotional dimension focuses on habits four five and six centered on the principles of interpersonal leadership empathic communication and creative cooperation the social and the emotional dimensions of our lives are tied together because our emotional life is primarily but not exclusively developed out of and manifested in our relationships with others renewing our social slash emotional dimension does not take time in the same sense that renewing the other dimensions does we can do it in our normal everyday interactions with other people but it definitely requires exercise we may have to push ourselves because many of us have not achieved the level of private victory and the skills of public victory necessary for habits four five and six to come naturally to us in all our interactions suppose that you are a key person in my life you might be my boss my subordinate my co-worker my friend my neighbor my spouse my child a member of my extended family anyone with whom i want or need to interact suppose we need to communicate together to work together to discuss a jugular issue to accomplish a purpose or solve a problem but we see things differently we're looking through different glasses you see the young lady and i see the old woman so i practice habit four i come to you and i say i can see that we're approaching this situation differently why don't we agree to communicate until we can find a solution we both feel good about would you be willing to do that most people would be willing to say yes to that then i moved to habit five let me listen to you first instead of listening with intent to reply i listen empathically in order to deeply thoroughly understand your paradigm when i can explain your point of view as well as you can then i focus on communicating my point of view to you so that you can understand it as well based on the commitment to search for a solution that we both feel good about and a deep understanding of each other's points of view we move to habit six we work together to produce third alternative solutions to our differences that we both recognize are better than the ones either you or i proposed initially success in habits four five and six is not primarily a matter of intellect it's primarily a matter of emotion it's highly related to our sense of personal security if our personal security comes from sources within ourselves then we have the strength to practice the habits of public victory if we are emotionally insecure even though we may be intellectually very advanced practicing habits four five and six with people who think differently on jugular issues of life can be terribly threatening where does intrinsic security come from it doesn't come from what other people think of us or how they treat us it doesn't come from the scripts they've handed us it doesn't come from our circumstances or our position it comes from within it comes from accurate paradigms and correct principles deep in our own mind and heart it comes from inside out congruence from living a life of integrity in which our daily habits reflect our deepest values i believe that a life of integrity is the most fundamental source of personal worth i do not agree with the popular success literature that says that self-esteem is primarily a matter of mindset of attitude that you can psych yourself into peace of mind peace of mind comes when your life is in harmony with true principles and values and in no other way there is also the intrinsic security that comes as a result of effective interdependent living there is security in knowing that when slash win solutions do exist that life is not always either slash or that there are almost always mutually beneficial third alternatives there is security in knowing that you can step out of your own frame of reference without giving it up that you can really deeply understand another human being there is security that comes when you authentically creatively and cooperatively interact with other people and really experience these interdependent habits there is intrinsic security that comes from service from helping other people in a meaningful way one important source is your work when you see yourself in a contributive and creative mode really making a difference another source is anonymous service no one knows it and no one necessarily ever will and that's not the concern the concern is blessing the lives of other people influence not recognition becomes the motive victor frankel focused on the need for meaning and purpose in our lives something that transcends our own lives and taps the best energies within us the late dr hans selye in his monumental research on stress basically says that a long healthy and happy life is the result of making contributions of having meaningful projects that are personally exciting and contribute to and bless the lives of others his ethic was earned thy neighbor's love in the words of george bernard shaw this is the true joy in life that being used for a purpose recognized by yourself as a mighty one that being a force of nature instead of a feverish selfish little clot of ailments and grievances complaining that the world will not devote itself to making you happy i am of the opinion that my life belongs to the whole community and as long as i live it is my privilege to do for it whatever i can i want to be thoroughly used up when i die for the harder i work the more i live i rejoice in life for its own sake life is no brief candle to me it's a sort of splendid torch which i've got to hold up for the moment and i want to make it bum as brightly as possible before handing it on to future generations and alden tanner has said service is the rent we pay for the privilege of living on this earth and there are so many ways to serve whether or not we belong to a church or service organization or have a job that provides meaningful service opportunities not a day goes by that we can't at least serve one other human being by making deposits of unconditional love scripting others most people are a function of the social mirror scripted by the opinions the perceptions the paradigms of the people around them as interdependent people you and i come from a paradigm which includes the realization that we are a part of that social mirror we can choose to reflect back to others a clear undistorted vision of themselves we can affirm their proactive nature and treat them as responsible people we can help script them as principle-centered value-based independent worthwhile individuals and with the abundance mentality we realize that giving a positive reflection to others in no way diminishes us it increases us because it increases the opportunities for effective interaction with other proactive people at some time in your life you probably had someone believe in you when you didn't believe in yourself they scripted you did that make a difference in your life what if you are a positive scripter an affirmer of other people when they're being directed by the social mirror to take the lower path you inspire them toward a higher path because you believe in them you listen to them and empathize with them you don't absolve them of responsibility you encourage them to be proactive perhaps you are familiar with the musical man of law mancha it's a beautiful story about a medieval knight who meets a woman of the street a prostitute she's being validated in her lifestyle by all of the people in her life but this poet knight sees something else in her something beautiful and lovely he also sees her virtue and he affirms it over and over again he gives her a new name dulcinea a new name associated with a new paradigm at first she utterly denies it her old scripts are overpowering she writes him off as a wild-eyed fantasizer but he is persistent he makes continual deposits of unconditional love and gradually it penetrates her scripting it goes down into her true nature her potential and she starts to respond little by little she begins to change her lifestyle she believes it and she acts from her new paradigm to the initial dismay of everyone else in her life later when she begins to revert to her old paradigm he calls her to his death bed and sings that beautiful song the impossible dream looks her in the eyes and whispers never forget your dulcinea one of the dossier stories in the field of self-fulfilling prophecies is of a computer in england that was accidentally programmed incorrectly in academic terms it labeled a class of bright kids dumb kids and a class of supposedly dumb kids bright and that computer report was the primary criterion that created the teachers paradigms about their students at the beginning of the year when the administration finally discovered the mistake five and a half months later they decided to test the kids again without telling anyone what had happened and the results were amazing the bright kids had gone down significantly in iq test points they had been seen and treated as mentally limited uncooperative and difficult to teach the teachers paradigms had become a self-fulfilling prophecy but scores in the supposedly dumb group had gone up the teachers had treated them as though they were bright and their energy their hope their optimism their excitement had reflected high individual expectations and worth for those kids these teachers were asked what it was like during the first few weeks of the term for some reason our methods weren't working they replied so we had to change our methods the information showed that the kids were bright if things weren't working well they figured it had to be the teaching methods so they worked on methods they were proactive they worked in their circle of influence apparent learner disability was nothing more or less than teacher inflexibility what do we reflect to others about themselves and how much does that reflection influence their lives we have so much we can invest in the emotional bank accounts of other people the more we can see people in terms of their unseen potential the more we can use our imagination rather than our memory with our spouse our children our co-workers our employees we can refuse to label them we can see them in new fresh ways each time or with them we can help them become independent fulfilled people capable of deeply satisfying enriching and productive relationships with others gouda taught treat a man as he is and he will remain as he is treat a man as he can and should be and he will become as he can and should be balance and renewal the self-renewal process must include balanced renewal in all four dimensions of our nature the physical the spiritual the mental and the social slash emotional although renewal in each dimension is important it only becomes optimally effective as we deal with all four dimensions in a wise and balanced way to neglect any one area negatively impacts the rest i have found this to be true in organizations as well as in individual lives in an organization the physical dimension is expressed in economic terms the mental or psychological dimension deals with the recognition development and use of talent the social slash emotional dimension has to do with human relations with how people are treated and the spiritual dimension deals with finding meaning through purpose or contribution and through organizational integrity when an organization neglects any one or more of these areas it negatively impacts the entire organization the creative energies that could result in tremendous positive synergy are instead used to fight against the organization and become restraining forces to growth and productivity i have found organizations whose only thrust is economic to make money they usually don't publicize that purpose they sometimes even publicize something else but in their hearts their only desire is to make money whenever i find this i also find a great deal of negative synergy in the culture generating such things as inter-departmental rivalries defensive and protective communication politicking and masterminding we can't effectively thrive without making money but that's not sufficient reason for organizational existence we can't live without eating but we don't live to eat at the other end of the spectrum i've seen organizations that focused almost exclusively on the social slash emotional dimension they are in a sense some kind of social experiment and they have no economic criteria to their value system they have no measure or gauge of their effectiveness and as a result they lose all kinds of efficiencies and eventually their viability in the marketplace i have found many organizations that develop as many as three of the dimensions they may have good service criteria good economic criteria and good human relations criteria but they are not really committed to identifying developing utilizing and recognizing the talent of people and if these psychological forces are missing the style will be a benevolent autocracy and the resulting culture will reflect different forms of collective resistance adversarialism excessive turnover and other deep chronic cultural problems organizational as well as individual effectiveness requires development and renewal of all four dimensions in a wise and balanced way any dimension that is neglected will create negative force field resistance that pushes against effectiveness and growth organizations and individuals that give recognition to each of these four dimensions in their mission statement provide a powerful framework for balanced renewal this process of continuous improvement is the hallmark of the total quality movement and a key to japan's economic ascendancy synergy and renewal balanced renewal is optimally synergetic the things you do to sharpen the saw in any one dimension have positive impact in other dimensions because they are so highly unrelated your physical health affects your mental health your spiritual strength affects your social slash emotional strength as you improve in one dimension you increase your ability in other dimensions as well the seven habits of highly effective people create optimum synergy among these dimensions renewal in any dimension increases your ability to live at least one of the seven habits and although the habits are sequential improvement in one habit synergetically increases your ability to live the rest the more proactive you are habit 1 the more effectively you can exercise personal leadership habit 2 and management habit 3 in your life the more effectively you manage your life habit 3 the more quadrant 2 renewing activities you can do habit 7. the more you seek first to understand habit 5 the more effectively you can go for synergetic wind slash wind solutions habits four and six the more you improve in any of the habits that lead to independence habits one two and three the more effective you will be in interdependent situations habits four five and 6 and renewal habit 7 is the process of renewing all the habits as you renew your physical dimension you reinforce your personal vision habit 1 the paradigm of your own self-awareness and free will of proactivity of knowing that you are free to act instead of being acted upon to choose your own response to any stimulus this is probably the greatest benefit of physical exercise each daily private victory makes a deposit in your personal intrinsic security account as you renew your spiritual dimension you reinforce your personal leadership habit too you increase your ability to live out of your imagination and conscience instead of only your memory to deeply understand your innermost paradigms and values to create within yourself a center of correct principles to define your own unique mission in life to rescript yourself to live your life in harmony with correct principles and to draw upon your personal sources of strength the rich private life you create in spiritual renewal makes tremendous deposits in your personal security account as you renew your mental dimension you reinforce your personal management habit three as you plan you force your mind to recognize high leverage quadrant two activities priority goals and activities to maximize the use of your time and energy and you organize and execute your activities around your priorities as you become involved in continuing education you increase your knowledge base and you increase your options your economic security does not lie in your job it lies in your own power to produce to think to learn to create to adapt that's true financial independence it's not having wealth it's having the power to produce wealth it's intrinsic the daily private victory a minimum of one hour a day and renewal of the physical spiritual and mental dimensions is the key to the development of the seven habits and it's completely within your circle of influence it is the quadrant two focused time necessary to integrate these habits into your life to become principle centered it's also the foundation for the daily public victory it's the source of intrinsic security you need to sharpen the saw in the social slash emotional dimension it gives you the personal strength to focus on your circle of influence in interdependent situations to look at others through the abundance mentality paradigm to genuinely value their differences and to be happy for their success it gives you the foundation to work for genuine understanding and for synergetic winnie win solutions to practice habits four five and six in an interdependent reality the upward spiral renewal is the principle in the process that empowers us to move on an upward spiral of growth and change of continuous improvement to make meaningful and consistent progress along that spiral we need to consider one other aspect of renewal as it applies to the unique human endowment that directs this upward movement our conscience in the words of madame de stall the voice of conscience is so delicate that it is easy to stifle it but it is also so clear that it is impossible to mistake it conscience is the endowment that senses our congruence or disparity with correct principles and lifts us toward them when it's in shape just as the education of nerve insinue is vital to the excellent athlete and education of the mind is vital to the scholar education of the conscience is vital to the truly proactive highly effective person training and educating the conscience however requires even greater concentration more balanced discipline more consistently honest living it requires regular feasting on inspiring literature thinking noble thoughts and above all living in harmony with its still small voice just as junk food and lack of exercise can ruin an athlete's condition those things that are obscene crude or pornographic can breed an inner darkness that numbs our higher sensibilities and substitutes the social conscience of will i be found out for the natural or divine conscience of what is right and wrong in the words of daghamarhold you cannot play with the animal and you without becoming holy animal play with falsehood without forfeiting your right to truth play with cruelty without losing your sensitivity of mind he who wants to keep his garden tidy doesn't reserve a plot for weeds once we are self-aware we must choose purposes and principles to live by otherwise the vacuum will be filled and we will lose our self-awareness and become like groveling animals who live primarily for survival and propagation people who exist on that level aren't living they are being lived they are reacting unaware of the unique dot endowments that lie dormant and undeveloped within and there is no shortcut in developing them the law of the harvest governs we will always reap what we sow no more no less the law of justice is immutable and the closer we align ourselves with correct principles the better our judgment will be about how the world operates and the more accurate our paradigms are maps of the territory will be i believe that as we grow and develop on this upward spiral we must show diligence in the process of renewal by educating and obeying our conscience an increasingly educated conscience will propel us along the path of personal freedom security wisdom and power moving along the upward spiral requires us to learn commit and do on increasingly higher planes we deceive ourselves if we think that any one of these is sufficient to keep progressing we must learn commit and do learn commit and do and learn commit and do again application suggestions 1. make a list of activities that would help you keep in good physical shape that would fit your lifestyle and that you could enjoy over time 2. select one of the activities and list it as a goal in your personal role area for the coming week at the end of the week evaluate your performance if you didn't make your goal was it because you subordinated it to a genuinely higher value or did you fail to act with integrity to your values 3. make a similar list of renewing activities in your spiritual and mental dimensions in your social emotional area list relationships you would like to improve or specific circumstances in which public victory would bring greater effectiveness select one item in each area to list as a goal for the week implement and evaluate 4. commit to write down specific sharpen the saw activities in all four dimensions every week to do them and to evaluate your performance and results inside out again the lord works from the inside out the world works from the outside in the world would take people out of the slums christ takes the slums out of people and then they take themselves out of the slums the world would mold man by changing their environment christ changes men who then change their environment the world would shape human behavior but christ can change human nature ezra taft benson i would like to share with you a personal story which i feel contains the essence of this book in doing so it is my hope that you will relate to the underlying principles it contains some years ago our family took a sabbatical leave from the university where i taught so that i could write we lived for a full year in laie on the north shore of oahu hawaii shortly after getting settled we developed a living and working routine which was not only very productive but extremely pleasant after an early morning run on the beach we would send two of our children barefoot and in shorts to school i went to an isolated building next to the cane fields where i had an office to do my writing it was very quiet very beautiful very serene no phone no meetings no pressing engagements my office was on the outside edge of a college and one day as i was wandering between stacks of books in the back of the college library i came across a book that drew my interest as i opened it my eyes fell upon a single paragraph that powerfully influenced the rest of my life i read the paragraph over and over again it basically contained the simple idea that there is a gap or a space between stimulus and response and that the key to both our growth and happiness is how we use that space i can hardly describe the effect that idea had on my mind though i had been nurtured in the philosophy of self-determinism the way the idea was phrased a gap between stimulus and response hit me with fresh almost unbelievable force it was almost like knowing it for the first time like an inward revolution an idea whose time had come i reflected on it again and again and it began to have a powerful effect on my paradigm of life it was as if i had become an observer of my own participation i began to stand in that gap and to look outside at the stimuli i reveled in the inward sense of freedom to choose my response even to become the stimulus or at least to influence it even to reverse it shortly thereafter and partly as a result of this revolutionary idea sandra and i began a practice of deep communication i would pick her up a little before noon on an old red honda 90 trail cycle and we would take our two preschool children with us one between us and the other on my left knee as we rode out in the cane fields by my office we rode slowly along for about an hour just talking the children looked forward to the ride and hardly ever made any noise we seldom saw another vehicle and the cycle was so quiet we could easily hear each other we usually ended up on an isolated beach where we parked the honda and walked about 200 yards to a secluded spot where we ate a picnic lunch the sandy beach and a freshwater river coming off the island totally absorbed the interest of the children so sandra and i were able to continue our talks uninterrupted perhaps it doesn't take too much imagination to envision the level of understanding and trust we were able to reach by spending at least two hours a day every day for a full year in deep communication at the very first of the year we talked about all kinds of interesting topics people ideas events the children my writing our family at home future plans and so forth but little by little our communication deepened and we began to talk more and more about our internal worlds about our upbringing our scripting our feelings and self-doubts as we were deeply immersed in these communications we also observed them and observed ourselves in them we began to use that space between stimulus and response in some new and interesting ways which caused us to think about how we were programmed and how those programs shaped how we saw the world we began an exciting adventure into our interior worlds and found it to be more exciting more fascinating more absorbing more compelling more filled with discovery and insight than anything we'd ever known in the outside world it wasn't all sweetness and light we occasionally hit some raw nerves and had some painful experiences embarrassing experiences self revealing experiences experiences that made us extremely open and vulnerable to each other and yet we found we had been wanting to go into those things for years when we did go into the deeper more tender issues and then came out of them we felt in some way healed we were so initially supportive and helpful so encouraging and empathic to each other that we nurtured and facilitated these internal discoveries in each other we gradually evolved two unspoken ground rules the first was no probing as soon as we unfolded the inner layers of vulnerability we were not to question each other only to empathize probing was simply too invasive it was also too controlling and too logical we were covering new difficult terrain that was scary and uncertain and it stirred up fears and doubts we wanted to cover more and more of it but we grew to respect the need to let each other open up in our own time the second ground rule was that when it hurt too much when it was painful we would simply quit for the day then we would either begin the next day where we left off or not wait until the person who was sharing felt ready to continue we carried around the loose ends knowing that we wanted to deal with them but because we had the time and the environment conducive to it and because we were so excited to observe our own involvement and to grow within our marriage we simply knew that sooner or later we would deal with all those loose ends and bring them to some kind of closure the most difficult and eventually the most fruitful part of this kind of communication came when my vulnerability and sandra's vulnerability touched then because of our subjective involvement we found that the space between stimulus and response was no longer there a few bad feelings surfaced but our deep desire and our implicit agreement was to prepare ourselves to start where we left off and deal with those feelings until we resolved them one of those difficult times had to do with a basic tendency and my personality my father was a very private individual very controlled and very careful my mother was and is very public very open very spontaneous i find both sets of tendencies in me and when i feel insecure i tend to become private like my father i live inside myself and safely observe sandra is more like my mother social authentic and spontaneous we had gone through many experiences over the years in which i felt her openness was inappropriate and she felt my constraint was dysfunctional both socially and to me as an individual because i would become insensitive to the feelings of others all of this and much more came out during those deep visits i came to value sandra's insight and wisdom and the way she helped me to be a more open giving sensitive social person another of those difficult times had to do with what i perceived to be a hang-up sandra had which had bothered me for years she seemed to have an obsession about frigidaire appliances which i was at an absolute loss to understand she would not even consider buying another brand of appliance even when we were just starting out and on a very tight budget she insisted that we drive the 50 miles to the big city where frigidaire appliances were sold simply because no dealer in our small university town carried them at that time this was a matter of considerable agitation to me fortunately the situation came up only when we purchased an appliance but when it did come up it was like a stimulus that triggered off a hot button response this single issue seemed to be symbolic of all irrational thinking and it generated a whole range of negative feelings within me i usually resorted to my dysfunctional private behavior i suppose i figured that the only way i could deal with it was not to deal with it otherwise i felt i would lose control and say things i shouldn't say there were times when i did slip and say something negative and i had to go back and apologize what bothered me the most was not that she liked frigidaire but that she persisted in making what i considered utterly illogical and indefensible statements to defend frigidaire which had no basis in fact whatsoever if she had only agreed that her response was irrational and purely emotional i think i could have handled it but her justification was upsetting it was sometime in early spring when the frigidaire issue came up all our prior communication had prepared us the ground rules had been deeply established not to probe and to leave it alone if it got to be too painful for either or both i will never forget the day we talked it through we didn't end up on the beach that day we just continued to ride through the cane fields perhaps because we didn't want to look each other in the eye there had been so much psychic history and so many bad feelings associated with the issue and it had been submerged for so long it had never been so critical as to rupture the relationship but when you're trying to cultivate a beautiful unified relationship any divisive issue is important sandra and i were amazed at what we learned through the interaction it was truly synergistic it was as if sandra were learning almost for the first time herself the reason for her so-called hangup she started to talk about her father about how he had worked as a high school history teacher and coach for years and how to help make ends meet he had gone into the appliance business during an economic downturn he had experienced serious financial difficulties and the only thing that enabled him to stay in business during that time was the fact that frigidaire would finance his inventory sandra had an unusually deep and sweet relationship with her father when he returned home at the end of a very tiring day he would lie on the couch and sandra would rub his feet and sing to him it was a beautiful time they enjoyed together almost daily for years he would also open up and talk through his worries and concerns about the business and he shared with sandra his deep appreciation for frigidaire financing his inventory so that he could make it through the difficult times this communication between father and daughter had taken place in a spontaneous way during very natural times when the most powerful kind of scripting takes place during those relaxed times guards are down and all kinds of images and thoughts are planted deep in the subconscious mind perhaps sandra had forgotten about all of this until the safety of that year of communication when it could come out also in very natural and spontaneous ways sandra gained tremendous insight into herself and into the emotional root of her feelings about frigidaire i also gained insight and a whole new level of respect i came to realize that sandra wasn't talking about appliances she was talking about her father and about loyalty about loyalty to his needs i remember both of us becoming tearful on that day not so much because of the insights but because of the increased sense of reverence we had for each other we discovered that even seemingly trivial things often have roots and deep emotional experiences to deal only with the superficial trivia without seeing the deeper more tender issues is to trample on the sacred ground of another's heart there were many rich fruits of those months our communication became so powerful that we could almost instantly connect with each other's thoughts when we left hawaii we resolved to continue the practice during the many years since we have continued to go regularly on our honda trail cycle or in the car if the weather's bad just to talk we feel the key to staying in love is to talk particularly about feelings we try to communicate with each other several times every day even when i'm traveling it's like touching into home base which accesses all the happiness security and values it represents thomas wolfe was wrong you can go home again if your home is a treasured relationship a precious companionship intergenerational living as sandra and i discovered that wonderful year the ability to use wisely the gap between stimulus and response to exercise the four unique endowments of our human nature empowered us from the inside out we had tried the outside in approach we loved each other and we had attempted to work through our differences by controlling our attitudes and our behaviors by practicing useful techniques of human interaction but our band-aids and aspirin only lasted so long until we worked and communicated on the level of our essential paradigms the chronic underlying problems were still there when we began to work from the inside out we were able to build a relationship of trust and openness and to resolve dysfunctional differences in a deep and lasting way that never could he come by working from the outside in the delicious fruits a rich wind slash win relationship a deep understanding of each other and a marvelous synergy grew out of the roots we nurtured as we examined our programs rescripted ourselves and managed our lives so that we could create time for the important quadrant two activity of communicating deeply with each other and there were other fruits we were able to see on a much deeper level that just as powerfully as our own lives had been affected by our parents the lives of our children were being influenced and shaped by us often in ways we didn't even begin to realize understanding the power of scripting in our own lives we felt a renewed desire to do everything we could to make certain that what we passed on to future generations by both precept and example was based on correct principles i have drawn particular attention in this book to those scripts we have been given which we proactively want to change but as we examine our scripting carefully many of us will also begin to see beautiful scripts positive scripts that have been passed down to us which we have blindly taken for granted real self-awareness helps us to appreciate those scripts and to appreciate those who have gone before us and nurtured us in principle-based living mirroring back to us not only what we are but what we can become there is transcendent power in a strong intergenerational family an effectively interdependent family of children parents grandparents aunts uncles and cousins can be a powerful force in helping people have a sense of who they are and where they came from and what they stand for it's great for children to be able to identify themselves with the tribe to feel that many people know them and care about them even though they're spread all over the country and that can be a tremendous benefit as you nurture your family if one of your children is having difficulty and doesn't really relate with you at a particular time in his life maybe he can relate to your brother or sister who can become a surrogate father or mother a mentor or a hero for a period of time grandparents who show a great interest in their grandchildren are among the most precious people on this earth what a marvelous positive social mirror they can be my mother is like that even now in her late 80s she takes a deep personal interest in every one of her descendants she writes us love letters i was reading one the other day on a plane with tears streaming down my cheeks i could call her up tonight and i know she'd say steven i want you to know how much i love you and how wonderful i think you are she's constantly reaffirming a strong intergenerational family is potentially one of the most fruitful rewarding and satisfying interdependent relationships and many people feel the importance of that relationship look at the fascination we all had with roots some years ago each of us has roots in the ability to trace those roots to identify our ancestors the highest and most powerful motivation in doing that is not for ourselves only but for our posterity for the posterity of all mankind as someone once observed there are only two lasting bequests we can give our children one is roots the other wings becoming a transition person among other things i believe that giving wings to our children and to others means empowering them with the freedom to rise above negative scripting that had been passed down to us i believe it means becoming what my friend and associate dr terry warner calls a transition person instead of transferring those scripts to the next generation we can change them and we can do it in a way that will build relationships in the process if your parents abused you as a child that does not mean that you have to abuse your own children yet there's plenty of evidence to indicate that you will tend to live out that script but because you're proactive you can rewrite the script you can choose not only not to abuse your children but to affirm them to script them in positive ways you can write it in your personal mission statement and into your mind and heart you can visualize yourself living in harmony with that mission statement in your daily private victory you can take steps to love and forgive your own parents and if they are still living to build a positive relationship with them by seeking to understand a tendency that's run through your family for generations can stop with you you're a transition person a link between the past and the future and your own change can affect many many lives downstream one powerful transition person of the 20th century anwar sadat left us as part of his legacy of profound understanding of the nature of change sadat stood between a past that had created a huge wall of suspicion fear hate and misunderstanding between arabs and israelis and a future in which increased conflict and isolation seemed inevitable efforts at negotiation had been met with objections on every scale even too formalities and procedural points to an insignificant common or period in the text of proposed agreements while others attempted to resolve the tense situation by hacking at the leaves sadat drew upon his earlier centering experience in a lonely prison cell and went to work on the road and in doing so he changed the course of history for millions of people he records in his autobiography it was then that i drew almost unconsciously on the inner strength i had developed in cell 54 of cairo central prison a strength call it a talent or capacity for change i found that faced a highly complex situation and that i couldn't hope to change it until i had armed myself with the necessary psychological and intellectual capacity my contemplation of life and human nature in that secluded place had taught me that he who cannot change the very fabric of his thought will never be able to change reality and will never therefore make any progress change real change comes from the inside out it doesn't come from hacking at the leaves of attitude and behavior with quick fix personality ethic techniques it comes from striking at the root the fabric of our thought the fundamental essential paradigms which give definition to our character and create the lens through which we see the world in the words of amiel moral truth can be conceived in thought one can have feelings about it one can will to live it but moral truth may have been penetrated and possessed in all these ways and escape us still deeper even than consciousness there is our being itself our very substance our nature only those truths which have entered into this last region which have become ourselves become spontaneous and involuntary as well as voluntary unconscious as well as conscious are really our life that is to say something more than property so long as we are able to distinguish any space whatever between truth and us we remain outside it the thought the feeling the desire or the consciousness of life may not be quite life to become divine is then the aim of life then only can truth be said to be hours beyond the possibility of flaws it is no longer outside us nor in a sense even in us but we are it and it is we achieving unity oneness with ourselves with our loved ones with our friends and working associates is the highest and best and most delicious fruit of the seven habits most of us have tasted this fruit of true unity from time to time in the past as we have also tasted the bitter lonely fruit of disunity and we know how precious and fragile unity is obviously building.a character of total integrity and living the life of love and service that creates such unity isn't easy it isn't quick fix but it's possible it begins with the desire to center our lives on correct principles to break out of the paradigms created by other centers in the comfort zones of unworthy habits sometimes we make mistakes we feel awkward but if we start with a daily private victory and work from the inside out the results will surely come as we plant the seed and patiently weed and nourish it we begin to feel the excitement of real growth and eventually taste the incomparably delicious fruits of a congruent effective life again i quote emerson that which we persist in doing becomes easier not that the nature of the task has changed but our ability to do has increased by centering our lives on correct principles and creating a balanced focus between doing and increasing our ability to do we become empowered in the task of creating effective useful and peaceful lives for ourselves and for our posterity a personal note as i conclude this book i would like to share my own personal conviction concerning what i believe to be the source of correct principles i believe that correct principles are natural laws and that god the creator and father of us all is the source of them and also the source of our conscience i believe that to the degree people live by this inspired conscience they will grow to fulfill their natures to the degree that they do not they will not rise above the animal plane i believe that there are parts to human nature that cannot be reached by either legislation or education but require the power of god to deal with i believe that as human beings we cannot perfect ourselves to the degree to which we align ourselves with correct principles divine endowments will be released within our nature and enabling us to fulfill the measure of our creation in the words of te yar deshardan we are not human beings having a spiritual experience we are spiritual beings having a human experience i personally struggle with much of what i have shared in this book but the struggle is worthwhile and fulfilling it gives meaning to my life and enables me to love to serve and to try again again t s eliot expresses so beautifully my own personal discovery and conviction we must not cease from exploration and the end of all our exploring will be to arrive where we begin and to know the place for the first time afterward questions i'm often asked frankly i've always been embarrassed by personal questions like summon this afterward but i am asked them so often and with such interest that i've gone ahead and included them here many of these questions and answers were also included in living the seven habits the seven habits was published in 1989. given your experiences in the many years that have followed what would you change add or subtract i'm not responding lightly but frankly i wouldn't change anything i might go deeper and apply wider but i have had the opportunity to do that in some of the books released since then for example over 250 000 individuals were profiled showing habit 3 put first things first as the habit most neglected so the first thing's first book published 1996 went deeper into habits two and three but also added more substance and illustrations for all the other habits the seven habits of highly effective families applied the seven habits framework of thinking into building strong happy highly effective families also my son sean applied the framework to the unique needs interests and challenges of teens in a very visually attractive entertaining and edifying way in the seven habits of highly effective teens we have also had tens of thousands of people tell us of the significant impact of becoming the creative force of their own lives through internalizing the seven habits 76 of them shared the details of their fascinating stories of courage and inspiration in living the seven habits showing the transforming power of the principles in all kinds of personal family and organizational settings regardless of their circumstances organizational position or prior life experiences what have you learned about the seven habits since the book's release i have learned or had reinforced many things i'll briefly mention 10 learnings 1. the importance of understanding the difference between principles and values principles are natural laws that are external to us and that ultimately control the consequences of our actions values are internal and subjective and represent that which we feel strongest about in guiding our behavior hopefully we will come to value principles so that we get the results we want now in a way that enables us to get even greater results in the future which is how i define effectiveness everyone has values even criminal gangs have values values govern people's behavior but principles govern the consequences of those behaviors principles are independent of us they operate regardless of our awareness of them acceptance of them liking of them belief in them or obeying of them i have come to believe that humility is the mother of all virtues humility says we are not in control principles are in control therefore we submit ourselves to principles pride says that we are in control and since our values govern our behavior we can simply do life our way we may do so but the consequences of our behavior flow from principles not our values therefore we should value principles 2. from experiences all over the world with this material i have come to see the universal nature of the principles undergirding this material illustrations and practices may vary and are culturally specific but the principles are the same i have found the principles contained in the seven habits in all six major world religions and have actually drawn upon quotations from sacred writings of those religions when teaching in those cultures i have done this in the middle east india asia australia and the south pacific south america europe north america africa and among native americans and other indigenous peoples all of us men and women alike face similar problems have similar needs and internally resonate with the underlying principles there is an internal sense of the principle of justice or when slash win there is an internal moral sense of the principle of responsibility of the principle of purpose of integrity of respect of cooperation of communication of renewal these are universal but practices are not they are situationally specific every culture interprets universal principles and unique ways 3. i have come to see the organizational implications of the seven habits although in the strict technical sense an organization does not have habits its culture has norms or mores or social codes which represent habits an organization also has established systems processes and procedures these represent habits in fact in the last analysis all behavior is personal it is individual even though it often is part of collective behavior in the form of decisions made by management regarding structure and systems processes and practices we have worked with thousands of organizations in most every industry and profession and have found that the same basic principles contained in the seven habits apply and define effectiveness for you can teach all seven habits by starting with any one habit and you can also teach one habit in a way that leads to the teaching of the other six it's like a hologram where the hole is contained in a part and the part is contained in a hole five even though the seven habits represents an inside-out approach it works most successfully when you start with the outside challenge and then take the inside-out approach in other words if you are having a relationship challenge say a breakdown of communication and trust this will define the nature of the needed inside-out approach and winning the kind of private victory that enables the public victory meeting that challenge this is the reason i often teach habits 4 5 and 6 before i teach habits 1 2 and 3. 6. interdependence is 10 times more difficult than independence it demands so much more mental and emotional independence to think when slash win when another person is into win slash lose to seek to understand first when everything inside you cries out for understanding and to search for a better third alternative when compromise is so much easier in other words to work successfully with others in creative cooperative ways requires an enormous amount of independence internal security and self-mastery otherwise what we call interdependency is really counter-dependency where people do the opposite to assert their independence or codependency where they literally need the other person's weakness to fulfill their need and to justify their own weakness seven you can pretty well summarize the first three habits with the expression make and keep a promise and you can pretty well summarize the next three habits with the expression involve others in the problem and work out the solution together eight the seven habits represents a new language even though there are fewer than a dozen unique words or phrases this new language becomes a code a shorthand way of saying a great deal when you say to another was that a deposit or a withdrawal is that reactive or proactive is that synergistic or a compromise is that win slash win or win slash lose or lose win is that putting first things first or second things first is that beginning with the means in mind or the end in mind i've seen entire cultures transformed by a wide understanding of and commitment to the principles and concepts symbolized by these very special codewords 9. integrity is a higher value than loyalty or better put integrity is the highest form of loyalty integrity means being integrated or centered on principles not on people organizations or even family you will find that the root of most issues that people are dealing with is is it popular acceptable political or is it right when we prioritize being loyal to a person or group over doing what we feel to be right we lose integrity we may temporarily gain popularity or build loyalty but downstream this loss of integrity will undermine even those relationships it's like bad-mouthing someone behind their back the person you are temporarily united with through bad-mouthing someone else knows you would bad-mouth them under different pressures and circumstances in a sense the first three habits represent integrity and the next three loyalty but they are totally interwoven over time integrity produces loyalty if you attempt to reverse them and go for loyalty first you will find yourself temporizing and compromising integrity it's better to be trusted than to be liked ultimately trust and respect will generally produce love 10. living the seven habits is a constant struggle for everyone everyone falters from time to time on each of the seven and sometimes all seven simultaneously they really are simple to understand but difficult to consistently practice they are common sense but what is common sense is not always common practice which habit do you personally have the greatest difficulty with habit five when i am really tired and already convinced i'm right i really don't want to listen i may even pretend to listen basically i am guilty of the same thing i talk about listening with the intent to reply not to understand in fact in some sense i struggle almost daily with all seven habits i have conquered none of them i see them more as life principles that we never really master and that the closer we come to their mastery the more aware we become of how far we really have yet to go it's like the more you know the more you know you don't know this is why i often gave my university students 50 of the grade for the quality of their questions and the other 50 for the quality of their answer to their questions their true level of knowledge is better revealed that way similarly the seven habits represents an upward cycle habit one at a high level is vastly different from habit one at a lower level to be proactive at the beginning level may only be awareness of the space between stimulus and response at the next level it may involve a choice such as not to get back at or to get even at the next level to give feedback at the next level to ask forgiveness at the next level to forgive at the next to forgive parents at the next level to forgive dead parents and the next level to simply not take offense you're the vice chairman of franklin covey company does franklin covey live the seven habits we try to continually trying to live what we teach is one of our most fundamental values but we don't do it perfectly like any other business we're challenged by changing market realities and by integrating the two cultures of the former covey leadership center in franklin quest the merger took place in the summer of 1997. it takes time patience and persistence in applying the principles and the true test of our success will be in the long run no snapshot will give an accurate picture any airplane is off track much of the time but just keeps coming back to the flight plan eventually it arrives at its destination this is true with all of us as individuals families or organizations the key is to have an end in mind and a shared commitment to constant feedback and constant course correction why seven why not six or eight or ten or fifteen what is so sacred about seven nothing is sacred about seven it just so happens that the three private victory habits freedom to choose choice action precede the three public victory habits respect understanding creation and then there is one to renew the rest and that equals seven when asked this question i've always said if there were some other desirable characteristic you would like make into a habit you would simply put that under habit 2 as one of the values you are trying to live by in other words if punctuality is a desirable trait you want to make a habit that would be one of the values of habit too so no matter what else you came up with you would put it under habit 2 your value system habit 1 is the idea that you can have a value system that you can choose your own value system habit 2 is what those choices or values are in habit 3 is to live by them so they are very basic generic and interconnected it so happens that at the writing of this afterward for this new edition of the seven habits i have just completed a new book entitled the eighth habit from effectiveness to greatness to some calling it the eighth habit may appear to be a departure from my standard answer but you see as i say in the opening chapter of this new book the world has profoundly changed since the seven habits of highly effective people was published in 1989. the challenges and complexity we face in our personal lives and relationships in our families in our professional lives and in our organizations are of a different order of magnitude in fact many mark 1989 the year we witnessed the fall of the berlin wallace the beginning of the information age the birth of a new reality a sea change of incredible significance truly a new era being highly effective as individuals and organizations is no longer optional in today's world it's the price of entry to the playing field but surviving thriving innovating excelling and leading in this new reality will require us to build on and reach beyond effectiveness the call and need of a new era is for fulfillment it's for passionate optimization for significant contribution and greatness these are on a different plane or dimension they are different in kind just as significance is different in kind not in degree from success tapping into the higher reaches of human genius and motivation what we could call voice requires a new mindset a new skill set a new tool set a new habit the eighth habit then is not about adding one more habit to the 70 h1 that somehow got forgotten it's about seeing and harnessing the power of a third dimension to the seven habits that meets the central challenge of the new knowledge worker age how does notoriety affect you it affects me in different ways from an ego standpoint it's flattering from a teaching standpoint it is humbling but i must strongly acknowledge that i am not the author of any of these principles and deserve absolutely no recognition i am not saying this because of a desire to be modest and humble i am saying this because i believe it that i myself believe it i see myself like most of you is a seeker of truth of understanding i am not a guru i disdain being called a guru i want no disciples i am only trying to promote a discipleship toward principles that are already in people's hearts that people will live true to their conscience if you had it to do over again what is the one thing you would do differently as a business person i would do more strategic proactive recruiting and selecting when you are buried by the urgent and have a thousand balls in the air it is so easy to put people that appear to have solutions into key positions the tendency is to not look deeply into their backgrounds and patterns to do due diligence nor is it to carefully develop the criteria that needs to be met in the particular roles or assignments i am convinced that when recruiting and selecting is done strategically that is thinking long-term and proactively not based upon the pressures of the moment it pays enormous long-term dividends someone once said that which we desire most earnestly we believe most easily you really have to look deeply into both character and competence because eventually downstream flaws in either area will manifest themselves in both areas i am convinced that although training and development is important recruiting and selection are much more important if you had it to do over again what is the one thing you would do differently as a parent as a parent i wish i had spent more time in carefully developing soft informal win slash win agreements with each of my children in the different phases of their lives because of business and travels i often indulged my children and went for lose slash win too much instead of paying the price and relationship building sufficient to really develop thorough sound when slash win agreements more consistently how is technology going to change business in the future i believe in stan davis's statement that when the infrastructure changes everything rumbles and i think the technical infrastructure is central to everything it will accelerate all good and bad trends i'm also convinced that it is for these very reasons that the human element becomes even more important high tech without high touch does not work and the more influential technology becomes the more important is the human factor which controls the technology becomes particularly in developing a cultural commitment to the criteria in the use of the technology are you surprised or astounded at the universal popularity of the seven habits with other countries slash cultures slash ages gender yes and no yes in that i had no idea it would become a worldwide phenomenon and that a few of the words would become part of americana no in the sense that the material had been tested for over 25 years and i knew that it would work primarily because it is based upon principles i did not invent and therefore take no credit for how would you begin to teach the seven habits to very young children i think i would live by albert schweitzer's three basic rules for raising children first example second example third example but i wouldn't go quite that far i would say first example second build a caring and affirming relationship and third teach some of the simple ideas underlying the habits in the language of children help them gain a basic understanding and vocabulary of the seven habits and show them how to process their own experiences through the principles let them identify what particular principles and habits are being illustrated in their lives my boss spouse child friend etc really needs the seven habits how would you recommend i get them to read it people don't care how much you know until they know how much you care build a relationship of trust and openness based upon a character example of trustworthiness and then share how the seven habits have helped you simply let them see the seven habits in action through your life then at the appropriate time you might invite them to participate in a training program or share your book as a gift or teach some of the basic ideas when the occasion calls for it what is your background and how did you come to write the seven habits it was implicitly understood that i would follow in my father's footsteps and go into the family business however i found that i enjoyed teaching and training leaders even more than business i became deeply interested and involved in the human side of organizations when i was at harvard business school later i taught business subjects at brigham young university and did consulting advising and training on the side for several years during that time i became interested in creating integrated leadership and management development programs around a sequential and bollin of principles these eventually evolved into the seven habits and then while applying it to organizations it evolved into the concept of principle-centered leadership i decided to leave the university and go full-time into training executives from all different kinds of organizations after a year of following a very carefully developed curriculum came the development of a business that has enabled us to take the material to people throughout the world what is your response to the people who claim to have the true formula for success i would say two things first if what they are saying is based on principles or natural laws i want to learn from them and i commend them second i would say we are probably using different words to describe the same basic principles or natural laws are you really bald or do you shave your head for efficiency's sake hey listen while you're busy blow drying your hair i'm out serving the customers in fact the first time i heard the expression bald is beautiful i kicked the slats out of my crib