YouTube transcript (BkrxF_zlv6c) — Transcript

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1. 0:31[Music]
2. 0:56one of the rarest events in human nature
3. 0:59is a total turnaround at least I don't
4. 1:02see it very often but I did see it once
5. 1:04true story it happened a few years back
6. 1:08I was working as what I call the people
7. 1:11export my job was to travel to various
8. 1:13companies in their divisions to work
9. 1:16with managers to hopefully improve their
10. 1:18ability to work with people the job took
11. 1:20me to some fairly colorful place
12. 1:27come on
13. 1:36[Applause]
14. 1:38[Music]
15. 1:42excuse me hi I'm looking for somebody
16. 1:44named Syd he's over there oh thank you
17. 1:55can't miss him one thing I just want you
18. 1:59to get one thing straight yeah hey are
19. 2:00you listening to me putz I don't think I
20. 2:02have your attention yet do I have your
21. 2:04attention
22. 2:05yeah good all right listen number one
23. 2:07I'm the boss here you're not you got
24. 2:09that yeah I got it all right
25. 2:11hi oh you must be the guy from Charm
26. 2:15School
27. 2:15Steve Mulvaney look if I want an
28. 2:18education I want to quit in the third
29. 2:19grade okay I have a very simple way of
30. 2:26running things around here
31. 2:27it's called punishment it's fast it's
32. 2:30easy and it makes me feel good and most
33. 2:32of all it works yeah I bet it does I
34. 2:37don't like them they don't like me very
35. 2:40straightforward relationship any
36. 2:45downside none how about efficiency I got
37. 2:54the lowest efficiency in the plant if
38. 2:56you know anything about night shifts
39. 2:58night shifts don't do as good as they
40. 2:59shifts an absentee rate look these guys
41. 3:06fight gang wars at night they don't come
42. 3:08in to work on time personnel figures
43. 3:10that into the absentee rate turnover
44. 3:15guys leave my shift they go to day shift
45. 3:18they call that turnover my first
46. 3:22reaction is Sid was this is never going
47. 3:24to work but then I remember that poor
48. 3:26guy hanging outside in the coat hook I
49. 3:29decided to try another approach
50. 3:37do you ever look at these printouts yeah
51. 3:42I look at him it's a bunch of numbers
52. 3:44for the pencil pushers upstairs
53. 3:46well these your machine efficiency
54. 3:48reports look you have twenty machines
55. 3:53out there need one guy for every machine
56. 3:55so according to this you know exactly
57. 3:57what every guy did you have efficiency
58. 4:00productivity scrap running time I mean
59. 4:02all of these are rated against the
60. 4:04standard of what they should be doing
61. 4:05well okay Turner 76 percent can you
62. 4:09believe this guy
63. 4:10what parts here look at this 87 91
64. 4:14that's 38 let's go get him yo ma No sit
65. 4:18sit hang on a sec what I want you to try
66. 4:22something what I want you to go out
67. 4:27there and give every guy as numbers
68. 4:29don't say anything good or bad about
69. 4:30them just give them the numbers what's
70. 4:35that supposed to prove
71. 4:36just try hey let me tell you something
72. 4:39these are tough guys they don't like
73. 4:40playing games well I understand you guys
74. 4:43have the best ball team in the plant I
75. 4:45just want you to give them their scores
76. 4:49it ain't gonna work
77. 4:51what do you got to lose I'm telling you
78. 4:56it ain't gonna work said didn't like it
79. 4:58but he did it anyway
80. 4:59he went around to get everybody there
81. 5:02are efficiency numbers with no comments
82. 5:03good or bad Riley 82
83. 5:07turn or 7373 what that you score
84. 5:11seventy-three just shut up and get back
85. 5:13to work RC yeah what we got a 74 I don't
86. 5:16need a score box yeah 532 the guys hated
87. 5:23it I hated it the next night I asked Syd
88. 5:27to do it again I'm not gonna do it it
89. 5:30didn't work and I'm not gonna do it
90. 5:32again
91. 5:32end of discussion do it again said look
92. 5:34maybe you university boys get some kind
93. 5:37of charge out of doing this stuff but
94. 5:39personally I got no use for it I'll make
95. 5:44you a deal
96. 5:45what kind of deal you're gonna give it
97. 5:47free algebra classes you do it for ten
98. 5:50days in a row then if it still doesn't
99. 5:52work never have to see me again
100. 5:55one more charm school just try it for
101. 5:58ten days
102. 6:04Jackson 70 sit finally gave in for the
103. 6:09first four or five days the guy still
104. 6:11hated it
105. 6:13Turner 75 but then something happened
106. 6:18they stopped complaining
107. 6:22after seven or eight days they started
108. 6:24to ask said what they got Garcia their
109. 6:33little history something to measure
110. 6:34themselves against a score that's 52 as
111. 6:40long as they were getting a score they
112. 6:42weren't getting hassled about a week
113. 6:47later I stopped by to see how CID was
114. 6:49doing I figured I'd manage to teach him
115. 6:53a thing or two about people little did I
116. 6:56know that
117. 6:59[Applause]
118. 7:08pretty good huh
119. 7:12what's this all about said anybody gets
120. 7:1485% or better it's a circle anybody gets
121. 7:17100% gets a star circles and stars then
122. 7:21I don't get it I mean I thought you said
123. 7:25these guys fought gang wars
124. 7:27well veiny you don't know nothing about
125. 7:29people you want to learn something come
126. 7:31here
127. 7:32where we going sit just shut up and come
128. 7:34out with me Lola can what just going to
129. 7:44camp for ten minutes if I'm not gonna go
130. 7:46in there
131. 7:47look mr. masters degree I gave out
132. 7:49scores for ten days you can stand in a
133. 7:51camp for ten minutes not one get in come
134. 7:55on now I don't know how many of you have
135. 7:59ever stood in a restroom for ten minutes
136. 8:01but it was it was an experience
137. 8:10[Applause]
138. 8:12and who you supposed to be hall monitor
139. 8:20ten bucks man ah come on and the Dodgers
140. 8:25beat San Francisco so what so what you
141. 8:29shook hands remember oh you should get
142. 8:33on the Milwaukee game I haven't seen a
143. 8:34dime in the ten bucks you owe me you
144. 8:44know where I got this week what you get
145. 8:47four stars got me a constellation going
146. 8:52how did you get out the three stars but
147. 9:00I also got two circles and you know what
148. 9:03they call that don't you know what
149. 9:07that's a full house I beat you baby
150. 9:16full house compete four stars man my
151. 9:21first reaction was Sid set this up but
152. 9:24then I wasn't so sure a couple of days
153. 9:30later Sid decided he was going to call
154. 9:32me
155. 9:33one thing you should understand about
156. 9:35Sid the man had a way with words hi
157. 9:43gentlemen I've had about all this
158. 9:46scorecard business that I can stomach so
159. 9:48from now on anybody gets 85 percent or
160. 9:51higher I'll come and talk to you don't
161. 9:53get 85 percent you don't deserve to talk
162. 9:56to me and from the way most you slugs
163. 9:58been working I'm gonna save a lot of
164. 10:00time it was the craziest thing I had
165. 10:02ever heard but Sid went through with it
166. 10:06Riley 91 Turner 86 squeaker garcia 93
167. 10:18after a couple of weeks SIDS department
168. 10:21started catching up to the day shift it
169. 10:23was impressive
170. 10:24Riley 112 the next week's it announced
171. 10:28that he wasn't talking to anyone unless
172. 10:29they got a hundred percent city talk to
173. 10:37you sucker but Sid wasn't finished yet
174. 10:42by this point he was really starting to
175. 10:44like meetings as he put it I talk they
176. 10:48listen gentlemen we're doing better not
177. 10:52great but better last week we all did
178. 10:55the day shift okay keep your pants on
179. 10:59keep your pants on
180. 11:00now it's a little-known fact that my
181. 11:03wife happens to make some of the best
182. 11:05pumpkin bread known to mankind so if
183. 11:08every guy tonight gets 100 percent
184. 11:10efficiency
185. 11:11no exceptions and that means you too
186. 11:13Potts every guy 100% my wife will make
187. 11:17pumpkin bread for everybody here you got
188. 11:20that okay now get out here
189. 11:30[Applause]
190. 11:32pumpkin bread see what you want me to do
191. 11:36buy him a six-pack I don't mean to sound
192. 11:40negative but I don't think it's gonna
193. 11:42work you know what your problem is
194. 11:46Mulvaney you don't know people now I'll
195. 11:53admit that sitted pulled some pretty
196. 11:55amazing feats but pumpkin bread hey yeah
197. 12:07what do you say we go cake that's right
198. 12:16you tell it class
199. 12:18[Music]
200. 12:24the next day everybody came in early to
201. 12:27see how they did
202. 12:27Syd showed up a late hey we're sick man
203. 12:33he's late yeah I think he's upset at
204. 12:37pots pots food yeah did the best I can
205. 12:40okay if you would everything about that
206. 12:43no sweat oh thank you sure that here it
207. 12:45goes
208. 12:46[Music]
209. 13:00hi gentlemen here there becker 114
210. 13:06percent garcia 120 percent jackson utter
211. 13:1212 percent yeah
212. 13:14turner 108 percent alright king under
213. 13:20nine percent do ramsey 116 percent
214. 13:25that's right and box well what do you
215. 13:32know I didn't think old BOTS had it in
216. 13:35him
217. 13:36but 101 percent
218. 13:42hey Fox do me a favor I left something
219. 13:47in the car
220. 13:48oh boy you guys are hungry for some
221. 13:55pumpkin bread it wasn't long after that
222. 14:02that I sent in my report on SIDS
223. 14:04progress the president of the company
224. 14:06called me into his office until then
225. 14:09he'd never even heard of Sid is this for
226. 14:13real
227. 14:13every word pumpkin bread pumpkin bread I
228. 14:20like it I like it a lot I want you to go
229. 14:27back and tell this what's his name again
230. 14:29Sid Sid that I'm going to take him up on
231. 14:33his idea from now on any department that
232. 14:37averages over 100 percent efficiency for
233. 14:39the week it's a free meal from the lunch
234. 14:41wagon on the company now you might think
235. 14:44Sid would have liked this idea I don't
236. 14:47want nothing to do with it what are you
237. 14:49talking about Sid it was your idea it
238. 14:51ain't my idea and you can go back and
239. 14:53tell your shirt and tie pal I don't want
240. 14:55nothing to do with it end of discussion
241. 14:59the company decided to go ahead with the
242. 15:01idea anyway it bombed within a week
243. 15:04efficiency dropped productivity dropped
244. 15:06things were going right back to the way
245. 15:08they used to be the president decided he
246. 15:12wanted to meet this guy sit up here send
247. 15:19a minute come on in Steve good to see
248. 15:25you again
249. 15:26good to see you sir you must be said yes
250. 15:29sir
251. 15:29so now shut up Steve here has been
252. 15:34telling me about the great job you're
253. 15:36doing with your department we've been
254. 15:38holding our own I understand you didn't
255. 15:41think very highly of our luncheon Senate
256. 15:43program no sir you didn't think it would
257. 15:47work no sir let's be honest sit why
258. 15:53didn't it work a three buck lunch for
259. 15:57500 bucks worth the extra work look you
260. 16:01might be able to bribe your management
261. 16:02types but don't try to bribe my workers
262. 16:06what do you mean we just did what you
263. 16:09did only ours was lunch in some years
264. 16:12was pumpkin bread I mean how is that any
265. 16:15different there's a big difference that
266. 16:17pumpkin bread was from me and my wife
267. 16:19was it from the company that's true but
268. 16:21we can't very well ask for our Foreman
269. 16:23to bring in pumpkin bread now what do
270. 16:26you suggest we do
271. 16:33I don't suppose you ever heard of a
272. 16:35thing called plan spontaneous
273. 16:38recognition what is plan spontaneous
274. 16:46recognition pretty good huh
275. 16:50here's how it works it takes me 20
276. 16:54minutes to drive to work every day I
277. 16:57make two decisions first I pick out the
278. 17:00one thing I'm going to look for that
279. 17:01people are doing right one thing maybe
280. 17:03it's on a percent efficiency or keeping
281. 17:06a machines clean maybe it's getting the
282. 17:08work on time whatever but I gotta look
283. 17:10for it because you don't see good things
284. 17:12unless you look for you see screw ups
285. 17:14all the time but you don't see the
286. 17:16things that people are doing right you
287. 17:17know where I learned that my kid taught
288. 17:21me that yeah I got a 15 year old one day
289. 17:24I'm chewing him out he says to me ain't
290. 17:26there can you name one thing in the last
291. 17:2815 years that I've done right I couldn't
292. 17:33once I pick out the one thing I'm gonna
293. 17:36look for the second thing I do is decide
294. 17:38what am I gonna do about it
295. 17:39for instance whatever I mean I figure
296. 17:43whatever I do somebody won't like it so
297. 17:45instead I do all kinds of things
298. 17:47one day I bring in Kentucky Fried
299. 17:49Chicken I say hey guys don't bring in
300. 17:51dinner tomorrow night we're having
301. 17:53Kentucky Fried Chicken or I might hand
302. 17:55out chastised you know I say hey guys we
303. 17:58hit a hundred four percent efficiency
304. 18:00here ever she asked that me or I might
305. 18:03just walk up to a guy in and shake his
306. 18:05in I look him straight in the eye and I
307. 18:08say good job thanks the point is money
308. 18:18spent does not necessarily equal value
309. 18:22received but what happens if they're not
310. 18:27doing what you're looking for I mean
311. 18:28what do you do that
312. 18:31that's the beauty of it you see if they
313. 18:36ain't doing it they didn't know I was
314. 18:38looking for it and they didn't know I
315. 18:40was gonna reward him for it so they
316. 18:43missing nothing
317. 18:49Syd may not be formally educated but the
318. 18:51guy is brilliant he hit upon some things
319. 18:54that would work for any manager anyway
320. 19:00you've got to give people to score don't
321. 19:03make judgments just give them the
322. 19:05numbers and if you can visualize it put
323. 19:07up a schoolboy use what's it called
324. 19:12planned spontaneous recognition plan
325. 19:15what you're going to recognize but pull
326. 19:17it off like a surprise
327. 19:20remember not everybody responds to the
328. 19:22same thing so do all kinds of different
329. 19:25things to show people you appreciate
330. 19:26them nice jab Thanks and challenge them
331. 19:31to improve themselves recognize the
332. 19:35bosses have a big influence on people
333. 19:37most bosses don't realize that but it's
334. 19:40true look at Syd he took his department
335. 19:42from being the worst to being the best
336. 19:45hey bats
337. 19:48[Music]
338. 19:51and all because he figured out how to
339. 19:53stop treating people like losers and
340. 19:55start giving them a chance to win
341. 19:57[Music]
342. 20:12[Applause]
343. 20:30[Music]