The document lists short phrases of 1-5 words that are identified as being important for organizational excellence. The most important 4 words are "What do you think?" to encourage feedback. Other important phrases include "How can I help?" to remove hurdles, "Thank you!" to show appreciation, and "I'm sorry" to demonstrate the power of apologies. Trying new things is also emphasized through phrases like "Try it!" and "Try it again!" to celebrate learning from failures.

1. Five Or LessFive Or Less
Words ToWords To
The WiseThe Wise
Tom Peters/0911.2010Tom Peters/0911.2010

2. NOTENOTE:: To appreciateTo appreciate
this presentationthis presentation [and[and
ensure that it is not aensure that it is not a messmess],],
you need Microsoftyou need Microsoft
fonts:fonts:
“Showcard“Showcard
Gothic,”Gothic,” “Ravie,”“Ravie,”
“Chiller”“Chiller”
andand “Verdana”“Verdana”

3. EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise
4 most important words:4 most important words: “What do“What do youyou think?”think?” (Dave Wheeler(Dave Wheeler
@@
tompeters.com: “Most important 4tompeters.com: “Most important 4
words in an organization.”)words in an organization.”)
4 most important words:4 most important words: “How can I help?”“How can I help?” (Boss as CHRO/(Boss as CHRO/
Chief Hurdle Removal Officer)Chief Hurdle Removal Officer)
2 most important words:2 most important words: “Thank you!”“Thank you!” (Appreciation/(Appreciation/
Recognition)Recognition)
2 most important words:2 most important words: “All yours.”“All yours.” (“Hands-off” delegation/(“Hands-off” delegation/
Respect/Trust)Respect/Trust)
3 most important words:3 most important words: “I’m going out.”“I’m going out.” (MBWA/Managing By(MBWA/Managing By
Wandering Around/In touch!)Wandering Around/In touch!)
2 most important words:2 most important words: “I’m sorry.”“I’m sorry.” (Power of unconditional(Power of unconditional
apology = Stunning! Marshallapology = Stunning! Marshall
Goldsmith: #1 exec issue)Goldsmith: #1 exec issue)
5 most important words:5 most important words: “Did you tell the customer?”“Did you tell the customer?” (Over-(Over-
communicate)communicate)
2 most important words:2 most important words: ““SheShe says …”says …” (“She” is the customer!)(“She” is the customer!)

4. EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise
2 most important words:2 most important words: “Yes ma’am.”“Yes ma’am.” (Women are more often(Women are more often
than not the best managers.)than not the best managers.)
2 most important words:2 most important words: “Try it!”“Try it!” (My only “for sure” in 44(My only “for sure” in 44
years:years:
Herb Kelleher:Herb Kelleher: “We have a strategic“We have a strategic
plan, it’s called doing things.”/plan, it’s called doing things.”/BillBill
Parcells:Parcells: “Blame no one. Expect“Blame no one. Expect
nothing. Do something.”nothing. Do something.”))
3 most important words:3 most important words: “Try it again!”“Try it again!” (My only “for sure” 44(My only “for sure” 44
years: MOST TRIES WINS.)years: MOST TRIES WINS.)
2 most important words:2 most important words: “Good try!”“Good try!” (CELEBRATE “good(CELEBRATE “good
failures.” Richard Farson/book:failures.” Richard Farson/book:
Whoever Makes the Most MistakesWhoever Makes the Most Mistakes
Wins.Wins. Samuel Beckett:Samuel Beckett: “Fail. Fail again.“Fail. Fail again.
Fail better.”Fail better.”))
3 most important words:3 most important words: “At your service.”“At your service.” (Organizations(Organizations
existexist
to serve. Period. Leaders live to serve.to serve. Period. Leaders live to serve.
Period.)Period.)
4 most important words:4 most important words: “How are we doing?”“How are we doing?” (To customers,(To customers,
regularly.)regularly.)
4 most important words:4 most important words: “How was Mary’s recital?”“How was Mary’s recital?” (Know(Know
youryour
employees’ kids.)employees’ kids.)
2 most important words:2 most important words: “Let’s party!”“Let’s party!” (Celebrate “small wins”(Celebrate “small wins”
atat
the drop of a hat.)the drop of a hat.)

5. EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise
1 most important word:1 most important word: “No.”“No.” (“To don’ts” > “To dos”)(“To don’ts” > “To dos”)
1 most important word:1 most important word: “Yes.”“Yes.” (Hey, give it a shot/Anon. quote:(Hey, give it a shot/Anon. quote:
““The best answer is always, ‘What theThe best answer is always, ‘What the
hell.’”/hell.’”/Wayne Gretzky:Wayne Gretzky: “You miss“You miss
100% of the shots you don’t take.”100% of the shots you don’t take.”))
2 most important words:2 most important words: “Lunch today?”“Lunch today?” (“Social stuff” =(“Social stuff” =
SecretSecret
to problem/opportunity #1:/XFX/to problem/opportunity #1:/XFX/
Cross-functional eXcellence.)Cross-functional eXcellence.)
4 most important words:4 most important words: “Thank Dick in accounting.”“Thank Dick in accounting.”
(Readily/(Readily/
routinely/relentlessly acknowledgeroutinely/relentlessly acknowledge
help from other functions.)help from other functions.)
2 most important words:2 most important words: “After you.”“After you.” (Courtesy rules.)(Courtesy rules.)
3 most important words:3 most important words: “Thanks for coming.”“Thanks for coming.” (Civility. E.g.,(Civility. E.g.,
bossboss
acknowledges employee coming toacknowledges employee coming to
her/his office.)her/his office.)
2 most important words:2 most important words: “Great smile!”“Great smile!” (Note & acknowledge(Note & acknowledge
good attitude.)good attitude.)
1 most important word:1 most important word: “Wow!”“Wow!” (The gold standard … for(The gold standard … for
everything.)everything.)
1 most important word:1 most important word: “EXCELLENT!”“EXCELLENT!” (The … ONLY …(The … ONLY …
acceptable standard/aspiration.)acceptable standard/aspiration.)

6. EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise
1 most important word:1 most important word: “No.”“No.” (“To don’ts” > “To dos”)(“To don’ts” > “To dos”)
1 most important word:1 most important word: “Yes.”“Yes.” (Hey, give it a shot/Anon. quote:(Hey, give it a shot/Anon. quote:
““The best answer is always, ‘What theThe best answer is always, ‘What the
hell.’”/hell.’”/Wayne Gretzky:Wayne Gretzky: “You miss“You miss
100% of the shots you don’t take.”100% of the shots you don’t take.”))
2 most important words:2 most important words: “Lunch today?”“Lunch today?” (“Social stuff” =(“Social stuff” =
SecretSecret
to problem/opportunity #1:/XFX/to problem/opportunity #1:/XFX/
Cross-functional eXcellence.)Cross-functional eXcellence.)
4 most important words:4 most important words: “Thank Dick in accounting.”“Thank Dick in accounting.”
(Readily/(Readily/
routinely/relentlessly acknowledgeroutinely/relentlessly acknowledge
help from other functions.)help from other functions.)
2 most important words:2 most important words: “After you.”“After you.” (Courtesy rules.)(Courtesy rules.)
3 most important words:3 most important words: “Thanks for coming.”“Thanks for coming.” (Civility. E.g.,(Civility. E.g.,
bossboss
acknowledges employee coming toacknowledges employee coming to
her/his office.)her/his office.)
2 most important words:2 most important words: “Great smile!”“Great smile!” (Note & acknowledge(Note & acknowledge
good attitude.)good attitude.)
1 most important word:1 most important word: “Wow!”“Wow!” (The gold standard … for(The gold standard … for
everything.)everything.)
1 most important word:1 most important word: “EXCELLENT!”“EXCELLENT!” (The … ONLY …(The … ONLY …
acceptable standard/aspiration.)acceptable standard/aspiration.)