Quotes from Robert I. Sutton

a host of cost-cutting moves, and one of the changes was that although employees

Discovery consists of looking at the same thing as everyone else and thinking something different."23

people "who don't have a chance to take revenge are forced, in a sense, to move on and focus on something different.

Most public companies spend less than 2 percent of their annual budgets on R&D.

A Lutheran pastor in Illinois writes: A great deal of the work in our church is done by non-paid individuals who, at times, hurt the feelings of fellow volunteers. Do you have any thoughts on what to do with mean people who volunteer their time?

The lesson from the Big Mac story is that innovations that ought to be scaled won't happen everywhere but can happen anywhere.

los líderes eficaces son «además de competentes, benevolentes».

But if you want to make a place safe for people to take on culprits, and admit their own bad behaviors too, it's crucial to treat alleged jerks with dignity and respect. That means starting with calm and backstage conversations with them and giving them chances to change. It also means realizing that some people aren't usually jerks, but there is something about the characters they work with, their customers

When someone at the Directors' College asked Campbell about the most crucial skill for a senior executive, he said it was the rare ability (which Jobs had in spades) to make sure that the short-term stuff gets done and done well, while simultaneously never losing sight of the big picture.

Performance and humanity are the goals that great bosses aim to achieve. Yet the best bosses devote little energy to thinking about how great it would be to reach these goals, worrying if they can, or even celebrating when they do.

That "telling them where they stand, while giving them the chance to try a new environment, is often enough to get them to change their behavior.

Effective scaling depends on believing and living a shared mindset throughout your group, division, or organization.

In other words, that American asshole rattled the Israeli health-care professionals so much that it undermined their ability to treat sick babies.

Perry "puts all the bad apples in one barrel" so they don't wreck other teams. He then assigns a no-nonsense coach to lead the bad apples or does it himself—he is adept at dispensing tough love.

A 2012 study documented how such shit rolled downhill: abusive senior leaders were prone to selecting or breeding abusive team leaders, who in turn, ignited destructive conflict in their teams, which stifled team members' creativity.

As engineer Sanjeev Singh explained, if you keep waiting for people to tell you what to do, don't ask for help when you get stuck, and won't show others your work until it is perfect, "you won't last long at Facebook.

variation leads to excellence in social systems

As we've seen, such jerks don't need to hold prestigious positions—they just need to be adept at recruiting allies to help them backstab, intimidate, and spread vicious lies about anybody who stands in their way.

The rule isn't just for teams and organizations. It is a personal commitment that shapes how you judge people, the kind of individuals you hang out with and work with, and your determination to detect, dampen, and defeat disrespectful actions made by yourself and others.

el tiempo se inventó para no tener que hacerlo todo a la vez».

CEB's research shows that customer loyalty has more to do with how well companies keep their "basic, even plain vanilla promises" than with how well they dazzle customers.

The protective powers of such "upward hostility" seem striking: abused employees who fought back harder were less prone to see themselves as victims, more satisfied with their jobs and careers, less distressed, and more committed to their organizations.

The first diagnostic question follows from the late writer Maya Angelou's assertion that "at the end of the day people won't remember what you said or did, they will remember how you made them feel.

when I am there to visit and get to know the people and how they work, I can't learn much sitting in a private office.