[Music]
thank you thank you very much what I
love about events like these that it’s
not just people coming together to hear
ideas it’s that we all came here for the
same reason every single one of us came
here because we share something we have
similar values and similar beliefs and
that’s the reason we showed up we don’t
know each other and yet we know
something about each other now this is
important you see because the very
survival of the human race depends on
our ability to surround ourselves with
people who believe what we believe when
we’re surrounded by people who believe
what we believe something remarkable
happens Trust emerges
make no mistake of it trust is a feeling
a distinctly human experience simply
doing everything that you promised your
going to do does not mean people will
trust you
it just means you’re reliable and we all
have friends who are total screw-ups and
yet we still trust them trust comes from
a sense of common values and beliefs and
the reason trust is important is because
when we are surrounded with people who
believe what we believe we’re more
confident to take risks we’re more
confident to experiment which requires
failure by the way we’re more confident
to go off and explore knowing that there
is someone from within our community
someone who believes what we believe
someone we trust and who trusts us
we’ll watch our back help us when we
fall over and watch our stuff and look
after our children while we’re gone our
very survival depends on our ability to
surround ourselves with people who
believe what we believe I’ll share an
example with you that freaks me out
every time I talk about it
what’s our most valuable possession on
the planet our children right our most
valuable possession on the planet are
our children
so let’s game out a scenario let’s
imagine we want to go on a date so we
require a babysitter we have two options
option number one there’s a 16 year old
from just down the street from within
the community with barely if any
babysitting experience there’s a 32 year
old who
just moved into the neighborhood we
don’t know from where but she’s got ten
years of babysitting experience who do
we choose the 16 year old think about
that for a second we’d rather trust our
children our most valuable possession on
the planet with somebody from within our
community with no experience over
somebody with vast amounts of experience
but we have no idea where they’re from
or what they believe then why do we do
it differently at work
why are we so preoccupied with someone’s
resume and where they’ve worked and what
they’ve done for our competition at you
and yet we never think to consider what
they believe where they’re from how can
we trust them how can they trust us the
problem with most organizations believe
it or not whether it’s a community or a
culture what’s a community what’s a
culture it’s a group of people with a
common set of values and beliefs right
what’s a nation it’s a group of people
with a common set of values and beliefs
and the single biggest challenge that
any culture or any organization will
ever face is its own success when an
organization is founded all
organizations are founded on the same
basic principles there’s some sort of
measurement it’s often money but it can
be anything and then there’s time and
when an organization is founded what
they do and why they do it are
inextricably linked they’re usually some
founder or some small group of founders
that are able to put their vision into
words and their passion inspires others
to come and join them in pursuit of some
something greater than all of themselves
and they trust their guts and off they
go and it’s an amazing experience the
problem is as they grow as what they do
becomes more successful they can no
longer rely on themselves they have to
now hire somebody who hire somebody who
hire somebody who hires somebody who
hires somebody who has to make a
decision based on what and what they do
starts to grow that metric the problem
is why they do it starts to go fuzzy and
this is the biggest single challenge any
organization will face it’s this thing
right here the thing that I call the
split symptoms of the split inside an
organization or when stress goes up and
passion goes down symptoms of a split
are things like when the old-timers the
people who were there from the founding
from the beginning start saying things
like it’s not like it used to be it
doesn’t feel the same anymore
they can’t quite put it into words but
they know it’s not the same even though
the organization might be more
successful than it ever was in the past
it’s just not the same other symptoms
are when the organization starts
focusing more and what the competition
is doing and warring less about what
they are doing when they start asking
out outsiders who should we be how
should we talk to you at the beginning
they never asked anybody they ran on
their own passion on their own energy
this is what happened in such
organizations like Apple in 1985 Steve
Jobs left Apple and the company went
like this and Steve Jobs came back and
Howard Schultz left Starbucks and Howard
Schultz had to come back and Michael
left Michael Dell left Dell and Dell had
to come back now whether they’re clear
on their own whys now or not is yet to
be seen but the point is that these
founders these visionary guys physically
embody the reason the cause around which
people showed up in the first place
and it reminds them why they come to
work now my fear is that one of my
favorite organizations an organization
that I love may be going through a split
United States of America maybe you’ve
heard of it it’s important to study
America because like a lot of things
that happen in America everything there
is exaggerated so we can learn a lot for
them and hopefully learn things that we
can apply to ourselves something started
to happen in 1947 that embodies this
idea here my grandparents generation was
called the greatest generation that’s
what we call them the greatest
generation because he was a generation
that went off to war to fight this great
evil and everybody was united and
unified in some sense of common cause
and purpose and belief and Trust was at
an all-time high even those who didn’t
go after war they were back and they
were buying war bonds and everybody was
one and there are stories of young men
who would commit suicides they’d shoot
themselves when they didn’t get called
to action we call them the greatest
generation what do I get
I’m Gen X the unknown variable they get
the greatest generation I get X my
parents are called the boomers why
because their parents were doing it when
they came back for more they get the
greatest generation this sense of
purpose this sense of cause a sense of
why but then they came back from war and
most of them had grown up during the
Depression and they wanted to now
experience life a little bit they wanted
to buy some stuff and sort of you know
care about themselves a little more
they’ve been giving so much their entire
lives and so the 1950s came and the
1950s were defined by responsibility
going out there and giving the same kind
of loyalty to your company as you gave
to your country or to the cause and we
know what the 50s were like everybody
gave and you devoted your life to the
company the problem is as we started to
become more affluent and the wealth of
the country started to grow that sense
of purpose in that sense of cause and
that sense of fulfillment and that sense
of trust and that sense of happiness
didn’t grow with it and this was bad
this was confusing and so the 1960s we
responded to it and we thought well this
responsibility thing didn’t work so
let’s try irresponsibility then the
hippie movement was born right and the
reason the whole hippie movement could
exist in the first place is because the
country was wealthier so we could afford
for people to drop off the grid and our
parents were wealthier they were more
affluent so they could pay for us to do
it but we didn’t get that sense of
fulfillment and so the pendulum swung
again and then we had the 1970s the Me
Generation defined about looking at for
your own happiness and everybody had to
have a guru and it started to become
very very selfish but that didn’t really
work either and again the whole time
we’re becoming more affluent and more
affluent and yet that sense of
fulfillment and happiness and Trust is
not growing with it and then the 1980s
still that sense of me but now business
was cool again and in the 1980s we
started to see something that had never
been seen before in the 1980s we started
to see companies using people to balance
the books that had never happened before
where they would use layoffs to make the
numbers work people to make numbers work
and then the 1990s came about and come
about the most selfish behavior you
could find everyone wanted to get rich
regardless of anything else
and again the split continues the only
thing that happens the only thing that
really grows in organizations or
societies will that go through a split
is that the distrust in
we’ve become distrustful of each other
inside our own organizations we’ve
become distrustful of Management we’ve
become distrustful of our politicians
and now we find ourselves here today
wondering what’s going to do next how
are we going to find the sense of
fulfilment technology is no help Andy
Grove the founder of Intel said that the
only thing that the microprocessor ever
did was make things go faster and he’s
right and it’s making this go faster as
well don’t forget technology is
absolutely fantastic for the exchange of
information and the exchange of ideas
technology is absolutely wonderful for
speeding transactions it’s wonderful for
for resourcing and finding people but it
is terrible for creating human
connections you cannot form trust
through the internet there’s something
called a mirror neuron which they’ve
recently discovered that’s one of the
things that contributes to how people
relate to each other and how we
empathize it’s the feeling you get it’s
the same part of the brain that lights
up they did these pictures where they
did MRIs they gave people a picture of
someone smiling and then in our own
brains when we see someone smiling the
same part of the brain lights up when we
smile it’s what creates empathy and it’s
necessary to create trust again this
very human bond this is the reason why
the video conference will never replace
the business trip you can’t get a good
gut feeling over a video conference then
a bit I’m a big fan of the blogosphere
the bloggers think that the Internet is
the end-all be-all of the world then
explain to me why once a year 20,000
bloggers descend on Las Vegas for a huge
big convention why didn’t they just do
it online it’s because nothing replaces
human contact it’s the difference
between leadership and authority
leadership tells us why we’re here in
the first place they remind us why we
came here
authority tells us what to do or tells
us what goal to achieve in the 1960s
Stanley Milgram did an experiment that
we consider now quite unethical but the
results were remarkable he invited two
people to come to his laboratory someone
who played the role of the teacher a
volunteer and someone who played the
role of the student
who is actually a scientist pretending
to be a volunteer they told the teacher
to sit in front of a counter that had a
button and a dial and they said that
they were going to ask some questions of
the student and if the student answered
the wrong question or refused to answer
the teacher was to press the button and
administer an electric shock and after
each shock they were to turn up the dial
one notch and the knotch said you know
mild medium slightly painful slightly
more painful very painful and eventually
it went red and said X X X and what
happened was there’s only really one
electric shock administered throughout
the whole experiment and it was a small
shock administer to the teacher so they
could see what it felt like and so the
experiment would progress and the
questions would be asked and the the
teacher would press the button and the
scientist pretending to be the student
would pretend to get an electric shock
what ended up happening was that when
the student could see and hear that the
student make it when the teacher could
see and hear the student they would
scream he couldn’t go very far before he
quit he said I can’t I can’t do this
anymore I’m hurting the guy and he would
quit the experiment when he could see
him but not hear him he could go further
but still not very far before he quit
and the authority figure would stand
over him every time he would say but I’m
hurting the guy the authority figure
would say it’s imperative that the
experiment goes on and they would say
over and over and over in their heads
the experiment must go on they’d say
that lied the experiment must go on and
it was like Nazi Germany when people
said I’m just following orders I’m just
following orders
they had this mantra to justify their
behavior of hurting somebody and then
when they could hear them but not see
them they could go further still but
they still couldn’t go all the way but
when they could neither see nor hear the
impact of the gist of their decisions
65% of the teachers were able to kill
the guy
the reason the experiment is unethical
is because 65% of these people that came
to help thinking that they were good
people went home at the end of the day
with the knowledge that they could kill
someone now what’s our mantra of this
day and age I wonder is it shareholder
value shareholder value shareholder
value
what is our mantra that we’re using to
justify the decisions we’re making of
people
that we cannot see and that we cannot
hear and we don’t know the impact of the
decisions we’re making and you know what
the people who had killed the guy what
their biggest concern was is anything
going to happen to me am I going to get
into trouble there was no concern for
the person they just potentially killed
now think about how we do business today
we largely do business on screens there
was a time that if you wanted to know
what your employees thought about you
you walked out on the factory floor and
you asked them customer service meant
actually talking to the people who came
into your shop now customer service
means getting a reply to your email
within 24 hours I actually saw a bank
advertising that you could talk to a
person I’m on I fly on an airline and I
have miles up the wazoo on this one
airline and you not they offered me when
I oft when I reach the highest status
possible they offered me a phone number
that I could talk to a person since when
is a person a luxury our very survival
depends on our ability to interact with
human beings and as growth and scale and
size come into play all of a sudden the
humanity of things starts to go away
there is a time when a desktop meant
something horizontal now it means
something vertical vertical and a folder
used to be a picture is a picture of
something that we used to use these are
fun ideas funny examples of how
technology is co-opted some of our
vocabulary the problem is it’s co-opted
some other ideas too
a friend is not somebody you check their
status your network is not on LinkedIn a
conversation doesn’t happen on a blog
and you can’t have a discussion on a on
Twitter
these are human experiences and we need
them we need to learn about each other’s
values and beliefs and we can’t simply
do it through the internet these mirror
neurons don’t light up when we’re
sending text or receiving I am
messengers what I imagine is a day in
which we have start to have more human
interaction something that requires this
thing a handshake a handshake imagine
that you want to do business with
somebody and they’re standing there with
you and they agree to all the terms that
you offer 100% they agree and you so you
say great let’s
take on it and they say no no I agree to
all the terms you laid out we can just
do business and you’ll go good if we
agree then let’s shake on it and they
say no no no I agree to all the terms
let’s just do business if they refuse to
shake your hand
even though rationally speaking they’ve
agreed to everything you want if they
refuse to shake your hand the odds are
you won’t do business with them and if
you do you’ll feel very nervous about it
this is what Trust is Trust is human
it’s about human interaction it’s about
real conversations what we need is more
handshake conversations what we need is
more handshake discussion more handshake
debate more handshake friends more
handshake leadership if we don’t then we
continue to go through this and we will
not find our own sense of fulfilment and
happiness and inspiration it requires
being amongst people who believe what we
believe
thank you very much
[Applause]
[Music]
you
thank you thank you very much what I
love about events like these that it’s
not just people coming together to hear
ideas it’s that we all came here for the
same reason every single one of us came
here because we share something we have
similar values and similar beliefs and
that’s the reason we showed up we don’t
know each other and yet we know
something about each other now this is
important you see because the very
survival of the human race depends on
our ability to surround ourselves with
people who believe what we believe when
we’re surrounded by people who believe
what we believe something remarkable
happens Trust emerges
make no mistake of it trust is a feeling
a distinctly human experience simply
doing everything that you promised your
going to do does not mean people will
trust you
it just means you’re reliable and we all
have friends who are total screw-ups and
yet we still trust them trust comes from
a sense of common values and beliefs and
the reason trust is important is because
when we are surrounded with people who
believe what we believe we’re more
confident to take risks we’re more
confident to experiment which requires
failure by the way we’re more confident
to go off and explore knowing that there
is someone from within our community
someone who believes what we believe
someone we trust and who trusts us
we’ll watch our back help us when we
fall over and watch our stuff and look
after our children while we’re gone our
very survival depends on our ability to
surround ourselves with people who
believe what we believe I’ll share an
example with you that freaks me out
every time I talk about it
what’s our most valuable possession on
the planet our children right our most
valuable possession on the planet are
our children
so let’s game out a scenario let’s
imagine we want to go on a date so we
require a babysitter we have two options
option number one there’s a 16 year old
from just down the street from within
the community with barely if any
babysitting experience there’s a 32 year
old who
just moved into the neighborhood we
don’t know from where but she’s got ten
years of babysitting experience who do
we choose the 16 year old think about
that for a second we’d rather trust our
children our most valuable possession on
the planet with somebody from within our
community with no experience over
somebody with vast amounts of experience
but we have no idea where they’re from
or what they believe then why do we do
it differently at work
why are we so preoccupied with someone’s
resume and where they’ve worked and what
they’ve done for our competition at you
and yet we never think to consider what
they believe where they’re from how can
we trust them how can they trust us the
problem with most organizations believe
it or not whether it’s a community or a
culture what’s a community what’s a
culture it’s a group of people with a
common set of values and beliefs right
what’s a nation it’s a group of people
with a common set of values and beliefs
and the single biggest challenge that
any culture or any organization will
ever face is its own success when an
organization is founded all
organizations are founded on the same
basic principles there’s some sort of
measurement it’s often money but it can
be anything and then there’s time and
when an organization is founded what
they do and why they do it are
inextricably linked they’re usually some
founder or some small group of founders
that are able to put their vision into
words and their passion inspires others
to come and join them in pursuit of some
something greater than all of themselves
and they trust their guts and off they
go and it’s an amazing experience the
problem is as they grow as what they do
becomes more successful they can no
longer rely on themselves they have to
now hire somebody who hire somebody who
hire somebody who hires somebody who
hires somebody who has to make a
decision based on what and what they do
starts to grow that metric the problem
is why they do it starts to go fuzzy and
this is the biggest single challenge any
organization will face it’s this thing
right here the thing that I call the
split symptoms of the split inside an
organization or when stress goes up and
passion goes down symptoms of a split
are things like when the old-timers the
people who were there from the founding
from the beginning start saying things
like it’s not like it used to be it
doesn’t feel the same anymore
they can’t quite put it into words but
they know it’s not the same even though
the organization might be more
successful than it ever was in the past
it’s just not the same other symptoms
are when the organization starts
focusing more and what the competition
is doing and warring less about what
they are doing when they start asking
out outsiders who should we be how
should we talk to you at the beginning
they never asked anybody they ran on
their own passion on their own energy
this is what happened in such
organizations like Apple in 1985 Steve
Jobs left Apple and the company went
like this and Steve Jobs came back and
Howard Schultz left Starbucks and Howard
Schultz had to come back and Michael
left Michael Dell left Dell and Dell had
to come back now whether they’re clear
on their own whys now or not is yet to
be seen but the point is that these
founders these visionary guys physically
embody the reason the cause around which
people showed up in the first place
and it reminds them why they come to
work now my fear is that one of my
favorite organizations an organization
that I love may be going through a split
United States of America maybe you’ve
heard of it it’s important to study
America because like a lot of things
that happen in America everything there
is exaggerated so we can learn a lot for
them and hopefully learn things that we
can apply to ourselves something started
to happen in 1947 that embodies this
idea here my grandparents generation was
called the greatest generation that’s
what we call them the greatest
generation because he was a generation
that went off to war to fight this great
evil and everybody was united and
unified in some sense of common cause
and purpose and belief and Trust was at
an all-time high even those who didn’t
go after war they were back and they
were buying war bonds and everybody was
one and there are stories of young men
who would commit suicides they’d shoot
themselves when they didn’t get called
to action we call them the greatest
generation what do I get
I’m Gen X the unknown variable they get
the greatest generation I get X my
parents are called the boomers why
because their parents were doing it when
they came back for more they get the
greatest generation this sense of
purpose this sense of cause a sense of
why but then they came back from war and
most of them had grown up during the
Depression and they wanted to now
experience life a little bit they wanted
to buy some stuff and sort of you know
care about themselves a little more
they’ve been giving so much their entire
lives and so the 1950s came and the
1950s were defined by responsibility
going out there and giving the same kind
of loyalty to your company as you gave
to your country or to the cause and we
know what the 50s were like everybody
gave and you devoted your life to the
company the problem is as we started to
become more affluent and the wealth of
the country started to grow that sense
of purpose in that sense of cause and
that sense of fulfillment and that sense
of trust and that sense of happiness
didn’t grow with it and this was bad
this was confusing and so the 1960s we
responded to it and we thought well this
responsibility thing didn’t work so
let’s try irresponsibility then the
hippie movement was born right and the
reason the whole hippie movement could
exist in the first place is because the
country was wealthier so we could afford
for people to drop off the grid and our
parents were wealthier they were more
affluent so they could pay for us to do
it but we didn’t get that sense of
fulfillment and so the pendulum swung
again and then we had the 1970s the Me
Generation defined about looking at for
your own happiness and everybody had to
have a guru and it started to become
very very selfish but that didn’t really
work either and again the whole time
we’re becoming more affluent and more
affluent and yet that sense of
fulfillment and happiness and Trust is
not growing with it and then the 1980s
still that sense of me but now business
was cool again and in the 1980s we
started to see something that had never
been seen before in the 1980s we started
to see companies using people to balance
the books that had never happened before
where they would use layoffs to make the
numbers work people to make numbers work
and then the 1990s came about and come
about the most selfish behavior you
could find everyone wanted to get rich
regardless of anything else
and again the split continues the only
thing that happens the only thing that
really grows in organizations or
societies will that go through a split
is that the distrust in
we’ve become distrustful of each other
inside our own organizations we’ve
become distrustful of Management we’ve
become distrustful of our politicians
and now we find ourselves here today
wondering what’s going to do next how
are we going to find the sense of
fulfilment technology is no help Andy
Grove the founder of Intel said that the
only thing that the microprocessor ever
did was make things go faster and he’s
right and it’s making this go faster as
well don’t forget technology is
absolutely fantastic for the exchange of
information and the exchange of ideas
technology is absolutely wonderful for
speeding transactions it’s wonderful for
for resourcing and finding people but it
is terrible for creating human
connections you cannot form trust
through the internet there’s something
called a mirror neuron which they’ve
recently discovered that’s one of the
things that contributes to how people
relate to each other and how we
empathize it’s the feeling you get it’s
the same part of the brain that lights
up they did these pictures where they
did MRIs they gave people a picture of
someone smiling and then in our own
brains when we see someone smiling the
same part of the brain lights up when we
smile it’s what creates empathy and it’s
necessary to create trust again this
very human bond this is the reason why
the video conference will never replace
the business trip you can’t get a good
gut feeling over a video conference then
a bit I’m a big fan of the blogosphere
the bloggers think that the Internet is
the end-all be-all of the world then
explain to me why once a year 20,000
bloggers descend on Las Vegas for a huge
big convention why didn’t they just do
it online it’s because nothing replaces
human contact it’s the difference
between leadership and authority
leadership tells us why we’re here in
the first place they remind us why we
came here
authority tells us what to do or tells
us what goal to achieve in the 1960s
Stanley Milgram did an experiment that
we consider now quite unethical but the
results were remarkable he invited two
people to come to his laboratory someone
who played the role of the teacher a
volunteer and someone who played the
role of the student
who is actually a scientist pretending
to be a volunteer they told the teacher
to sit in front of a counter that had a
button and a dial and they said that
they were going to ask some questions of
the student and if the student answered
the wrong question or refused to answer
the teacher was to press the button and
administer an electric shock and after
each shock they were to turn up the dial
one notch and the knotch said you know
mild medium slightly painful slightly
more painful very painful and eventually
it went red and said X X X and what
happened was there’s only really one
electric shock administered throughout
the whole experiment and it was a small
shock administer to the teacher so they
could see what it felt like and so the
experiment would progress and the
questions would be asked and the the
teacher would press the button and the
scientist pretending to be the student
would pretend to get an electric shock
what ended up happening was that when
the student could see and hear that the
student make it when the teacher could
see and hear the student they would
scream he couldn’t go very far before he
quit he said I can’t I can’t do this
anymore I’m hurting the guy and he would
quit the experiment when he could see
him but not hear him he could go further
but still not very far before he quit
and the authority figure would stand
over him every time he would say but I’m
hurting the guy the authority figure
would say it’s imperative that the
experiment goes on and they would say
over and over and over in their heads
the experiment must go on they’d say
that lied the experiment must go on and
it was like Nazi Germany when people
said I’m just following orders I’m just
following orders
they had this mantra to justify their
behavior of hurting somebody and then
when they could hear them but not see
them they could go further still but
they still couldn’t go all the way but
when they could neither see nor hear the
impact of the gist of their decisions
65% of the teachers were able to kill
the guy
the reason the experiment is unethical
is because 65% of these people that came
to help thinking that they were good
people went home at the end of the day
with the knowledge that they could kill
someone now what’s our mantra of this
day and age I wonder is it shareholder
value shareholder value shareholder
value
what is our mantra that we’re using to
justify the decisions we’re making of
people
that we cannot see and that we cannot
hear and we don’t know the impact of the
decisions we’re making and you know what
the people who had killed the guy what
their biggest concern was is anything
going to happen to me am I going to get
into trouble there was no concern for
the person they just potentially killed
now think about how we do business today
we largely do business on screens there
was a time that if you wanted to know
what your employees thought about you
you walked out on the factory floor and
you asked them customer service meant
actually talking to the people who came
into your shop now customer service
means getting a reply to your email
within 24 hours I actually saw a bank
advertising that you could talk to a
person I’m on I fly on an airline and I
have miles up the wazoo on this one
airline and you not they offered me when
I oft when I reach the highest status
possible they offered me a phone number
that I could talk to a person since when
is a person a luxury our very survival
depends on our ability to interact with
human beings and as growth and scale and
size come into play all of a sudden the
humanity of things starts to go away
there is a time when a desktop meant
something horizontal now it means
something vertical vertical and a folder
used to be a picture is a picture of
something that we used to use these are
fun ideas funny examples of how
technology is co-opted some of our
vocabulary the problem is it’s co-opted
some other ideas too
a friend is not somebody you check their
status your network is not on LinkedIn a
conversation doesn’t happen on a blog
and you can’t have a discussion on a on
these are human experiences and we need
them we need to learn about each other’s
values and beliefs and we can’t simply
do it through the internet these mirror
neurons don’t light up when we’re
sending text or receiving I am
messengers what I imagine is a day in
which we have start to have more human
interaction something that requires this
thing a handshake a handshake imagine
that you want to do business with
somebody and they’re standing there with
you and they agree to all the terms that
you offer 100% they agree and you so you
say great let’s
take on it and they say no no I agree to
all the terms you laid out we can just
do business and you’ll go good if we
agree then let’s shake on it and they
say no no no I agree to all the terms
let’s just do business if they refuse to
shake your hand
even though rationally speaking they’ve
agreed to everything you want if they
refuse to shake your hand the odds are
you won’t do business with them and if
you do you’ll feel very nervous about it
this is what Trust is Trust is human
it’s about human interaction it’s about
real conversations what we need is more
handshake conversations what we need is
more handshake discussion more handshake
debate more handshake friends more
handshake leadership if we don’t then we
continue to go through this and we will
not find our own sense of fulfilment and
happiness and inspiration it requires
being amongst people who believe what we
believe
thank you very much
[Applause]
[Music]
you
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