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5.0 out of 5 stars Making the Most of Those Moments of Truth, October 21, 2011
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This review is from: TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments (Hardcover)
At one time or another, every leader in most every organization has struggled with balancing the important with the urgent. You're working on a critical report and someone interrupts with a question. You can be annoyed by the intrusion or you can see it as an opportunity to engage in a meaningful way. You're trying to stay on the tight agenda during a meeting and a colleague seems to get off topic. You can insist on lock-step adherence to the agenda, or you can treat the tangent as a possible path to a breakthrough. These and hundreds of other moments of truth in a typical day are TouchPoints - a chance to connect with other people in ways that build trust, strengthen communication, and enhance collaboration.

There's absolutely no psychobabble or businessspeak in this book. TouchPoints, by retired Campbell Soup CEO Doug Conant and consultant Mette Norgaard, is elegant in its simplicity. It lays out commonsense steps to bringing magic to the moment of interaction with others. These TouchPoints are often brief and seemingly inconsequential, maybe as fleeting as a hallway conversation. But they can make all the difference in encouraging people, challenging them to think differently, conveying respect, and as multitude of other things that create a high performing work environment.

I'm especially fond of the TouchPoint Triad: Listen, Frame, Advance. Asking questions primes the pump and gets things started. Careful listening helps you clarify how you can be helpful. Framing the issue helps create common ground from which to launch meaningful dialogue.

This is a fine book, rich with helpful guidance on developing a leadership style that brings out the best in yourself and in the people important to your success.
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