WEBVTT 00:01:36.900 --> 00:01:39.633 It starts with trust. 00:01:39.667 --> 00:01:42.733 You have to connect. 00:01:42.767 --> 00:01:45.067 You've really got to look for what's going right, 00:01:45.100 --> 00:01:48.767 not what's going wrong. 00:01:48.800 --> 00:01:52.900 You've got to get them refocused on doing the right thing. 00:01:57.067 --> 00:01:58.632 Chuck, Laura, and Thad 00:01:58.633 --> 00:02:02.258 are some of the best motivators I know, and they have to be. 00:02:02.300 --> 00:02:06.591 Their coworkers weigh on the average of 9,000 pounds 00:02:06.592 --> 00:02:09.448 and could kill them at almost any second. 00:03:02.348 --> 00:03:04.241 Hi, I'm Ken Blanchard. 00:03:04.242 --> 00:03:07.601 For a long time, I've been convinced that positive relationships 00:03:07.602 --> 00:03:10.763 are the key to results for any organization. 00:03:10.811 --> 00:03:11.867 Now, you may be thinking, 00:03:11.870 --> 00:03:15.820 "okay, Ken, what does all this have to do with killer whales?" 00:03:15.821 --> 00:03:18.129 well, as a matter of fact, a lot. 00:03:18.229 --> 00:03:21.639 You see, you can't punish a 9,000-pound orca 00:03:21.640 --> 00:03:24.651 and expect the trainer to get in the water with him, 00:03:24.652 --> 00:03:27.495 just like we really can't beat on your work team 00:03:27.496 --> 00:03:31.733 and expect them to improve their productivity at the end of the quarter. 00:03:31.767 --> 00:03:34.000 So what's the alternative? 00:03:38.333 --> 00:03:39.800 Well, in the late '70s, 00:03:39.833 --> 00:03:43.424 a couple of friends of mine, Thad Lacinak and Chuck Tompkins, 00:03:43.425 --> 00:03:45.738 were two of the first people in the world 00:03:45.739 --> 00:03:51.287 to attempt a new innovative approach to training killer whales at seaworld in Orlando. 00:03:51.609 --> 00:03:54.891 Instead of the typical cycle of punishment and reward, 00:03:54.892 --> 00:03:56.964 they discovered the best approach 00:03:56.965 --> 00:04:03.067 is to focus on connecting and building positive relationships to get results. 00:04:06.567 --> 00:04:09.605 Of course, we all know that people aren't whales, 00:04:09.606 --> 00:04:14.735 but you can't get people or whales to do things they really don't want to do, 00:04:14.739 --> 00:04:18.656 and that's why I'm so excited about the principles of whale done. 00:04:18.800 --> 00:04:22.018 What I hope is that by seeing what Thad and Chuck 00:04:22.019 --> 00:04:24.061 and all the other trainers have accomplished 00:04:24.062 --> 00:04:27.359 and listening to their insights on how they go about it, 00:04:27.360 --> 00:04:33.234 you'll get a new perspective on the true power of positive relationships. 00:05:04.134 --> 00:05:08.178 To build relationships, you have to start by building trust, 00:05:08.179 --> 00:05:12.367 and that just doesn't happen. You have to work on it. 00:05:15.733 --> 00:05:19.617 In any relationship, one of the most important things you have to have is trust, 00:05:19.618 --> 00:05:23.134 and to do that with killer whales takes a long time. 00:05:23.135 --> 00:05:25.314 You have to invest a long time in that. 00:05:25.488 --> 00:05:28.567 You can't just come up to these guys and pretend like you're their friend. 00:05:28.600 --> 00:05:31.816 You've got to mean it. You've got to show them that you care about them, 00:05:31.817 --> 00:05:35.327 show them that they can trust you, show them that, 00:05:35.443 --> 00:05:39.060 pretty much, they can depend on you for anything. 00:05:40.753 --> 00:05:43.177 When you're working with an animal like this... 00:05:43.180 --> 00:05:46.490 you know, an animal that can hurt you just by playing with you... 00:05:46.634 --> 00:05:50.224 you have to spend the time, and you have to really develop the relationship 00:05:50.225 --> 00:05:54.213 and show the animal that they can trust you, and you have to trust them, 00:05:54.214 --> 00:05:57.418 because literally, you're trusting them with your life. 00:06:03.521 --> 00:06:07.729 If your employees or if your people see you 00:06:07.730 --> 00:06:10.437 right there with them, doing the job with them 00:06:10.438 --> 00:06:14.266 and working with them in a way that builds that trusting bond, 00:06:14.267 --> 00:06:16.254 I think then they're going to trust you. 00:06:16.335 --> 00:06:18.553 But if you are always looking down on your people 00:06:18.554 --> 00:06:20.873 or if you're always just telling them what to do, 00:06:20.874 --> 00:06:24.724 instead of asking them to do it and then showing them how 00:06:24.865 --> 00:06:28.638 and building that trusting relationship and showing the people that they can come to you 00:06:28.639 --> 00:06:32.550 when they're having a bad time or they don't understand something that you want them to do, 00:06:32.747 --> 00:06:35.540 I think that that's where the trust and the bond comes in, 00:06:35.554 --> 00:06:40.580 and that's where that's, you know, money in the bank. It's time well spent. 00:06:44.100 --> 00:06:47.308 I think the most important thing as a trainer... 00:06:47.309 --> 00:06:50.946 When you really sense that you have connected and you have that ultimate trust... 00:06:50.947 --> 00:06:55.252 is when you stand out in front of 5,000 people, and you're about to perform a show, 00:06:55.253 --> 00:06:58.002 and that whale is working 100% with you. 00:07:00.842 --> 00:07:03.026 There is absolutely nothing more humbling 00:07:03.027 --> 00:07:05.630 than when you haven't established that trusting relationship, 00:07:05.816 --> 00:07:09.161 and you go to stand in front of 5,000 people, and they're watching you, 00:07:09.162 --> 00:07:12.571 and that animal sits in front of you and realizes that he has no connection with you, 00:07:12.572 --> 00:07:18.232 and he simply swims away and leaves you standing on stage with 5,000 people looking at you. 00:07:21.345 --> 00:07:25.679 I think in building trust, it's so important 00:07:25.680 --> 00:07:28.482 to experience the feeling of doing no harm. 00:07:28.485 --> 00:07:32.974 You know, words have the power to either build up or tear down, 00:07:32.976 --> 00:07:37.083 just like our actions with our whales have the power to either build up, 00:07:37.084 --> 00:07:39.492 build trust, or tear it down. 00:07:39.493 --> 00:07:42.500 Katina is a perfect example with her little calf. 00:07:42.501 --> 00:07:47.363 I've been with her for 17 years, and the trust that we have 00:07:47.364 --> 00:07:50.636 has allowed me to get this close to the baby. 00:07:50.637 --> 00:07:52.919 She'll actually even just bring the baby up really close, 00:07:52.920 --> 00:07:56.458 and we're able to touch him at just two months old. 00:08:08.098 --> 00:08:12.546 She'll let us get super close. See how she almost just, like, holds him right there. 00:08:12.548 --> 00:08:14.591 Hello, baby whale. 00:08:14.760 --> 00:08:17.830 She'll let you get that close to where you can even see his little whiskers. 00:08:18.010 --> 00:08:21.781 Then the next step would be to just gently slide in the pool. 00:08:21.977 --> 00:08:25.760 See how comfortable she is right here, just allowing us to slide in? 00:08:25.860 --> 00:08:28.614 Come here, love. Come here. It's okay. 00:08:29.666 --> 00:08:30.994 See that big deep breath? 00:08:30.995 --> 00:08:33.936 That just shows that she's so comfortable. And look at him. 00:08:33.973 --> 00:08:38.545 He's already getting used to trainers touching him and being in the water this close. 00:08:39.069 --> 00:08:44.031 You're such a good girl. You're such a good girl, and I love you. 00:08:47.878 --> 00:08:50.159 I think we can relate that back to people the same way. 00:08:50.160 --> 00:08:53.033 I think if you're not gonna put 100% into somebody... 00:08:53.047 --> 00:08:55.714 if you're not 100% sincere and honest with them... 00:08:55.715 --> 00:08:57.981 they're not gonna give anything back to you, either. 00:08:57.982 --> 00:09:00.438 So I think it's important always to be honest and sincere, 00:09:00.489 --> 00:09:03.173 and if you give 100%, they'll give 100% back. 00:09:09.704 --> 00:09:14.184 So the foundation for building relationships is building trust. 00:09:14.355 --> 00:09:18.684 And for you and me, that means when we're working with people, 00:09:18.685 --> 00:09:22.179 we have to be sincere and honest. 00:09:23.765 --> 00:09:28.367 We have to do our best to make sure our words and actions do no harm. 00:09:28.529 --> 00:09:33.808 Remember, when you criticize a person's performance, you harm the relationship. 00:09:33.809 --> 00:09:37.540 Keep it up, and you poison the relationship. 00:09:39.759 --> 00:09:43.645 And we have to have the patience and invest the time it takes 00:09:43.646 --> 00:09:47.873 to really earn the trust of the people we work with. 00:09:50.821 --> 00:09:57.180 If we can do that, believe me, some really amazing connections can happen. 00:10:29.373 --> 00:10:31.743 You know, attention is like sunshine. 00:10:31.785 --> 00:10:35.539 You pay attention to something, and guess what? It grows. 00:10:35.540 --> 00:10:38.572 That's why one of the first things a new trainer learns here 00:10:38.573 --> 00:10:42.064 is that the more attention you pay to what an animal is doing... 00:10:42.065 --> 00:10:46.818 right or wrong; it makes no difference... the more that behavior will get repeated. 00:10:46.820 --> 00:10:48.044 It's like these sea lions. 00:10:48.045 --> 00:10:51.766 The more we've tried to quiet them down, the noisier they've gotten. 00:10:51.767 --> 00:10:53.578 Well, it's the same with people. 00:10:53.703 --> 00:10:58.241 The key to getting great results is to pay more attention to what's going right 00:10:58.308 --> 00:11:00.060 rather than what's going wrong, 00:11:00.100 --> 00:11:05.168 and that's a big part of what I like to call accentuating the positive. 00:11:10.691 --> 00:11:12.439 Whenever you're working with a killer whale, 00:11:12.439 --> 00:11:15.163 the most important thing is to accentuate the positive. 00:11:15.164 --> 00:11:18.901 In other words, pay attention to everything the animal does that you want. 00:11:18.925 --> 00:11:23.637 And to do that with the whales, we have to make sure that everything is interesting. 00:11:23.695 --> 00:11:27.005 In other words, that they don't get bored with you or with the situation. 00:11:27.201 --> 00:11:29.962 So to do that, we change things up all the time. 00:11:30.137 --> 00:11:33.117 We're constantly changing what we use as a reinforcer. 00:11:33.245 --> 00:11:36.509 We also change the routines. Nothing's ever the same. 00:11:36.510 --> 00:11:39.774 A good example of that is like while we're sitting here right now. 00:11:39.775 --> 00:11:41.685 You know, the whale could get real bored if I just 00:11:41.686 --> 00:11:44.041 keep sitting here rubbing his nose in the same way, 00:11:44.045 --> 00:11:47.714 so I can do different things. I can ask the whale to give me his tongue, like this. 00:11:47.812 --> 00:11:52.123 I can sit here and do vocals. Good. 00:11:52.294 --> 00:11:56.435 In other words, change things up so the animal has to pay attention to you... 00:11:56.436 --> 00:11:59.255 in other words, has to follow your direction. 00:12:04.436 --> 00:12:07.677 When you take an employee and you change things up... 00:12:07.679 --> 00:12:10.415 you change the reinforcers, you change the routines... 00:12:10.416 --> 00:12:12.946 you're going to keep it very interesting for the employee. 00:12:12.947 --> 00:12:17.729 Get on first and just stay down, stay crouched down. Then when I tell you to, stand up. 00:12:17.730 --> 00:12:18.351 Okay. 00:12:18.352 --> 00:12:21.234 And then you're gonna stand up around the pool. I might tell you to get back down again. 00:12:21.235 --> 00:12:23.155 At some point, I'm gonna tell you to fall off. All right? 00:12:23.156 --> 00:12:25.803 Okay. Okay, just line her up and get right on. 00:12:26.143 --> 00:12:27.143 All right. You ready? 00:12:27.144 --> 00:12:30.921 In other words, they are gonna know that they're gonna get something reinforcing. 00:12:30.922 --> 00:12:33.092 They're going to know they're going to get something they like for it. 00:12:33.093 --> 00:12:35.641 They're gonna know they're being told they've done a good job. 00:12:35.642 --> 00:12:37.585 But it's constantly changing. 00:12:37.586 --> 00:12:42.110 Change in itself is very reinforcing, as long as it's positive change. 00:12:47.148 --> 00:12:51.070 I think every person is an individual and is special, just like our killer whales. 00:12:51.071 --> 00:12:55.172 Each one has their own personality; they have their own likes and dislikes. 00:12:55.352 --> 00:12:59.284 For example, Katina... one of the things that I love doing with her 00:12:59.285 --> 00:13:02.573 is gently touching her on the side of the face. See that? 00:13:02.575 --> 00:13:06.655 And she'll roll, and then rubbing her right here. That's one of her favorite spots. 00:13:06.739 --> 00:13:08.459 So that's unique to Tina. 00:13:08.530 --> 00:13:11.713 Just like with the trainer; each trainer is a little different. 00:13:11.714 --> 00:13:18.168 Some enjoy water work; some enjoy research; some enjoy just hanging out at the pool. 00:13:18.170 --> 00:13:22.908 So it's very important to be an effective coach or to be an effective trainer, 00:13:22.909 --> 00:13:27.628 knowing what's gonna get that animal jazzed, knowing what's gonna motivate that person. 00:13:32.489 --> 00:13:35.037 Each person is different. Each day is different. 00:13:35.038 --> 00:13:37.858 And I think it's important as a manager or a leader that you find out 00:13:37.859 --> 00:13:41.206 what those likes and dislikes are and you work accordingly. 00:13:44.618 --> 00:13:47.935 A lot of times, if you're not reacting to each employee as an individual, 00:13:47.936 --> 00:13:50.176 that can work against you in your relationship. 00:13:50.177 --> 00:13:52.625 If you're not taking those things into consideration, 00:13:52.626 --> 00:13:56.800 you can actually be damaging your relationship and not making that person special. 00:14:02.013 --> 00:14:06.185 Well, I think fun is an important part of any relationship. You can't have all work. 00:14:06.186 --> 00:14:08.184 Sometimes you've got to sit and interact with the animal. 00:14:08.185 --> 00:14:10.281 You've got to play with them, and you've got to let them know that 00:14:10.282 --> 00:14:13.398 that's a part of their life is having fun too. We're not all work. 00:14:13.399 --> 00:14:17.538 It's a little bit of learning and a little bit of shows and a whole lot of fun. 00:14:17.539 --> 00:14:20.448 And that's what makes the learning process a whole lot more efficient, 00:14:20.449 --> 00:14:22.432 and it builds a stronger relationship. 00:14:22.433 --> 00:14:24.878 It helps your trust, it helps your relationships, 00:14:24.879 --> 00:14:28.911 and everybody enjoys working with each other. Right, guys? That's right. How about you? 00:14:29.153 --> 00:14:30.713 There you go. 00:14:35.121 --> 00:14:40.903 Another part of accentuating the positive is something we've all experienced. 00:14:42.650 --> 00:14:45.067 Remember when we were learning to walk? 00:14:46.236 --> 00:14:48.224 When we took a step and then fell down, 00:14:48.249 --> 00:14:52.333 we didn't hear "why can't you walk across the room?" we heard, "that was great". 00:14:52.334 --> 00:14:54.456 You can do it; keep it up." 00:14:56.733 --> 00:15:02.421 In other words, we were being praised for making progress, not just achieving the end results. 00:15:04.566 --> 00:15:08.094 It's so important to pay attention to correct behavior 00:15:08.095 --> 00:15:13.377 as opposed to incorrect behavior, because we're gonna do what we practice most. 00:15:13.378 --> 00:15:19.365 And if the killer whale is getting praised or interrupted for doing the wrong behavior, 00:15:19.366 --> 00:15:21.506 it's very likely that it's gonna keep doing that 00:15:21.507 --> 00:15:24.144 because it got attention for doing the wrong behavior. 00:15:24.145 --> 00:15:28.649 It's so critical as a trainer to catch them doing something right 00:15:28.710 --> 00:15:33.013 and praise them for doing it, just like in praising progress with your employees. 00:15:33.114 --> 00:15:37.473 It's so important to praise and affirm people along the way, 00:15:37.474 --> 00:15:41.241 because if you didn't and you just waited for that behavior to happen, 00:15:41.242 --> 00:15:43.571 you'd be waiting a long time. 00:15:45.675 --> 00:15:50.728 Accentuating the positive isn't about being soft. In fact, it's anything but. 00:15:50.806 --> 00:15:53.875 It's about being real. It's about paying attention. 00:15:53.876 --> 00:15:59.363 It's about caring enough to connect and build a real relationship with people. 00:15:59.841 --> 00:16:06.059 And that means we have to take the time to find out what motivates each individual. 00:16:07.770 --> 00:16:11.686 We need to treat everyone as individuals with unlimited potential 00:16:11.687 --> 00:16:14.208 for development and accomplishment. 00:16:16.110 --> 00:16:18.353 We need to work at keeping things interesting 00:16:18.355 --> 00:16:21.947 and not fall into a pattern of the same old, same old. 00:16:24.403 --> 00:16:28.043 And we need to remember how important it is to praise progress, 00:16:28.044 --> 00:16:30.414 which means catching people doing things right 00:16:30.414 --> 00:16:33.595 or almost right and giving them a "good job," 00:16:33.596 --> 00:16:37.007 or as I like to think about it, a "whale done." 00:16:39.840 --> 00:16:43.319 Accentuating the positive is one of the best ways I can think of 00:16:43.320 --> 00:16:45.937 to let people know you care about them as people, 00:16:45.938 --> 00:16:48.284 not just as coworkers or employees 00:16:48.284 --> 00:16:51.031 and in the process, build the kind of relationships 00:16:51.032 --> 00:16:55.907 that will motivate them to do the right thing. Kiss, jay? 00:17:21.769 --> 00:17:25.672 You and I both know that things are changing so fast and frequently 00:17:25.673 --> 00:17:29.708 that few people ever get to be experts on their jobs anymore. 00:17:29.833 --> 00:17:32.824 We're all constant learners. We make mistakes. 00:17:32.871 --> 00:17:36.858 And rather than being what I call a gotcha sea gull coworker or manager... 00:17:36.926 --> 00:17:41.319 You know, the guy who kind of swoops in, drops on you when you make a mistake... 00:17:41.466 --> 00:17:45.800 We need to do more of what they do here at seaworld: Redirect. 00:17:49.667 --> 00:17:52.667 There's no way that I can really jump in the pool and tell a killer whale, 00:17:52.753 --> 00:17:56.968 "no, you've done it wrong," because I think that would upset them, and a lot of times, 00:17:56.969 --> 00:18:00.182 I think they would swim away and totally ignore you. 00:18:00.183 --> 00:18:03.619 So what we've learned in working with animals, especially these killer whales is, 00:18:03.620 --> 00:18:07.607 we really don't focus on what's wrong. We focus on what's right in the environment. 00:18:07.608 --> 00:18:09.695 We take that energy that they've put into doing it wrong, 00:18:09.696 --> 00:18:13.210 and we redirect it into doing something right. That's exactly right. 00:18:13.211 --> 00:18:16.217 And that helps build the relationship, it helps build trust, 00:18:16.218 --> 00:18:20.465 and instead of an animal that's focusing on the frustration of what they've done wrong, 00:18:20.466 --> 00:18:25.285 they focus on how neat and how enjoyable and how fun it is to do things right. 00:18:29.010 --> 00:18:33.149 A long time ago, when we worked our animals here, we told our animals "no." 00:18:33.150 --> 00:18:35.263 and they showed their frustration 00:18:35.264 --> 00:18:38.300 by grabbing us and holding us and actually picking us up 00:18:38.301 --> 00:18:40.579 and taking us and putting us out of the pool. 00:18:40.580 --> 00:18:43.161 And that was a very honest way of saying, "we don't like you." 00:18:43.162 --> 00:18:46.111 So it didn't take a rocket scientist to figure out 00:18:46.112 --> 00:18:48.526 that may be not the way we want to work with these animals, 00:18:48.527 --> 00:18:51.270 and of course, that started the whole process of us realizing that 00:18:51.271 --> 00:18:54.620 we don't want to focus on the negatives and we definitely don't want to be negative, 00:18:54.621 --> 00:18:57.160 but we want to focus on the positives, and we want them to know 00:18:57.161 --> 00:19:00.589 that doing things right is a lot more enjoyable. Is that right? 00:19:00.742 --> 00:19:02.279 That's right. 00:19:05.757 --> 00:19:09.225 The biggest benefit of redirecting with whales and people 00:19:09.226 --> 00:19:12.664 is that you try to keep everything going in a positive flow. 00:19:12.666 --> 00:19:15.521 So when you redirect, you go to something else. 00:19:15.522 --> 00:19:17.996 You go to something that maybe the animal already knows 00:19:17.997 --> 00:19:20.732 or the person already knows how to do fairly well. 00:19:20.734 --> 00:19:23.838 That way, you're keeping the whole process in a very positive direction. 00:19:23.839 --> 00:19:27.560 For instance, with this whale right now, he's getting a little mouthy with me. 00:19:27.561 --> 00:19:31.198 He's playing with my hands and things like that, so I can redirect him to something else, 00:19:31.199 --> 00:19:34.902 redirect him to doing something with his blowhole, 00:19:34.903 --> 00:19:37.634 maybe reaching over here, asking for his pec. 00:19:37.635 --> 00:19:42.870 That way, he's not concentrating on using his mouth around my leg or around my hands, 00:19:42.871 --> 00:19:45.684 and that's a habit that we don't want to teach the whale. 00:19:45.685 --> 00:19:49.342 We don't want to teach them to be mouthy with us, because when we do get in the water... 00:19:49.343 --> 00:19:54.260 and this little guy weighs 6,000 pounds... we don't want him biting on us. 00:19:59.833 --> 00:20:04.183 An example is in teaching Unna how to go left and right, 00:20:04.184 --> 00:20:06.824 signaling her left and signaling right. 00:20:06.825 --> 00:20:10.008 If I were to signal left and she were to go right, 00:20:10.008 --> 00:20:15.354 I would simply give her a pause and bring as little attention to the incorrect behavior as possible 00:20:15.355 --> 00:20:20.699 and then guide her with touch the right direction. 00:20:21.276 --> 00:20:22.344 Good girl. 00:20:22.346 --> 00:20:24.409 And then as she does the right thing, 00:20:24.410 --> 00:20:28.867 be immediate with a nice back rub or something that she really likes. 00:20:30.188 --> 00:20:36.128 Redirection with people is just gently putting a person back on course. 00:20:36.290 --> 00:20:38.369 Say, if someone takes a slight detour, 00:20:38.370 --> 00:20:42.505 it's important to be the catalyst to bring them back on course 00:20:42.505 --> 00:20:45.423 for their own success and the well-being of the team. 00:20:51.130 --> 00:20:55.200 Redirection is, without a doubt, the most effective way I know of 00:20:55.201 --> 00:20:58.451 to deal with mistakes or undesirable behavior. 00:20:58.595 --> 00:21:05.195 And that means we want to make sure the employee or coworker is aware that something isn't right. 00:21:06.614 --> 00:21:08.613 But we can't stop there. 00:21:08.638 --> 00:21:12.993 Instead of obsessing about what went wrong or looking to blame someone, 00:21:12.994 --> 00:21:18.511 we need to work to redirect the person's focus back towards positive results. 00:21:20.336 --> 00:21:22.672 Unlike the usual response people get, 00:21:22.673 --> 00:21:27.356 which is "no news is good news" or the gotcha sea gull response, 00:21:27.360 --> 00:21:32.501 the great thing about redirection is, not only do you get to fix the mistake, 00:21:32.502 --> 00:21:36.591 you actually build the relationship in the process. 00:22:03.257 --> 00:22:07.197 In case you're still wondering why building relationships 00:22:07.198 --> 00:22:11.765 is the key to positive results and what this all means to you, 00:22:11.766 --> 00:22:13.973 think about this for a minute: 00:22:14.421 --> 00:22:18.107 trainers who work with killer whales must focus on the relationship 00:22:18.107 --> 00:22:22.445 in order to get positive results. Their lives depend on it. 00:22:22.609 --> 00:22:28.104 Just like salespeople must focus on their relationship with customers to get positive results, 00:22:28.105 --> 00:22:30.748 their livelihood depends on it. 00:22:30.893 --> 00:22:33.765 And just like outstanding managers and leaders 00:22:33.766 --> 00:22:38.641 must focus on their relationships with their people to get positive results, 00:22:38.642 --> 00:22:42.468 the organization's survival depends on it. 00:22:45.165 --> 00:22:49.255 So it all comes down to this: the only way you can get results 00:22:49.256 --> 00:22:52.239 is to focus on making a connection 00:22:52.240 --> 00:22:57.109 and building great, positive relationships with the people you work with. 00:22:57.110 --> 00:22:59.534 And that means that you have to: build trust, 00:23:01.187 --> 00:23:03.739 accentuate the positive, 00:23:03.740 --> 00:23:09.879 and when mistakes happen, redirect efforts back towards achieving positive results. 00:23:13.078 --> 00:23:18.668 Is it easy? Not always. Is it worth it? Absolutely!