sábado, 21 de julio de 2018

Mensajes amables de fin de semana: tres ideas clave, treinta principios......el liderazgo, según Dale Carnegie


Estimad@s Clientes y/o amantes del LEAN:

Entré a trabajar en la Ingeniería de Fabricación de General Motors, en Figueruelas, en Febrero de 1982
El primer Corsa salió de la línea de producción en Agosto de ese año
Es una experiencia inolvidable vivir en directo la puesta en marcha de una Planta de Automóviles; espero equivocarme, pero creo que pertenezco a la última generación de españoles ha visto nacer una fábrica de coches en este país
Mi trabajo iba a estar relacionado con la puesta en marcha de los PLC´s encargados de los sistemas de manipulación, transporte y almacenaje de la Cadena de Producción
La dirección técnica era totalmente alemana, pero curiosamente los RRHH eran llevados directamente por los americanos
Y aquí viene el corazón de este escrito: el primer curso que recibí, a los dos días de entrar, no fue precisamente de cómo los alemanes estaban diseñando la arquitectura de PLC´s a lo largo de toda la Planta……ese primer curso se titulaba:
“Cómo controlar las preocupaciones” y estaba basado en las enseñanzas de Dale Carnegie
Todos estábamos un poco sorprendidos, pero no hizo falta preguntar; la respuesta se daba en el primer minuto del curso: éste es un trabajo muy estresante, y no queremos que tengáis úlceras, porque si no, estaréis mucho tiempo de baja y eso no es bueno para GM
La verdad es que el curso me encantó; no conocía hasta ese momento a Dale Carnegie, pero desde entonces me hice lector asiduo de él
Valga como ejemplo una frase de Dale que me dijeron en ese curso y que no se me ha olvidado nunca: “Mi vida ha estado llena de grandes preocupaciones, la mayoría de las cuales nunca sucedieron”


Mi humilde resumen de las enseñanzas de Dale Carnegie:
-Un líder es alguien que consigue que los demás digan lo que él quiere trasmitir, y que lo hagan con la convicción de quien se ha tomado la idea como propia, ….porque creen profundamente en ella
-Para conseguir eso, …… ¡!!hacen falta muchas “relaciones humanas” previas!!!

El resto de este escrito está dedicado a cómo el Instituto Carnegie concibe el secreto del liderazgo y del éxito


PRINCIPLES: ENHANCE RELATIONSHIPS
The continuum for growing our people and leadership skills starts with changing ourselves. Dale Carnegie encouraged us to “become a friendlier person” so that we could earn trust and enhance relationships. Enhancing relationships is the essential foundation for being more influential and becoming a highly respected person of influence.  



  1. DON’T CRITICIZE, CONDEMN, OR COMPLAIN
Criticizing another person not only damages that person’s reputation, it puts a dent in our own.

  1. GIVE HONEST, SINCERE APPRECIATION
Appreciation builds our image faster than any other practice. After all, the success of every job demands cooperation and effort from others. People contribute to our success as much as we contribute to theirs.

  1. AROUSE IN THE OTHER PERSON AN EAGER WANT
As business professionals, we are constantly selling our ideas. But people consent to help for their own reasons, not ours. If we make it clear how our ideas will benefit them, there is no limit to the cooperation we could receive     

  1. BECOME GENUINELY INTERESTED IN OTHER PEOPLE
Regardless of the physical or financial assets a company may have, it’s the people who make it successful. They are an organization’s key asset, and getting to know them should be as high a priority as learning the technical aspects of one’s job. The key is to be genuine. Don’t get a reputation for only being interested when you want something. Getting to know others should always be mutually beneficial.

  1. SMILE
Whether or not we’re pleasant to be around depends less on the situation than on our behavior. Rapport in business is fueled by seemingly minor considerations, such as a friendly, accessible demeanor and a welcoming smile.

  1. REMEMBER THAT A PERSON’S NAME IS TO THAT PERSON THE SWEETEST AND MOST IMPORTANT SOUND IN ANY LANGUAGE
Using a person’s name is crucial, especially when meeting those we don’t see very often. Respect and acceptance stem from simple acts such as remembering a person’s name and using it whenever appropriate.

  1. BE A GOOD LISTENER. ENCOURAGE OTHERS TO TALK ABOUT THEMSELVES
A business runs on information, so what better way to learn what’s going on than following this principle? We must listen with everything we’ve got. How we listen reflects how we think. Be focused, engaged, and sincere.

  1. TALK IN TERMS OF THE OTHER PERSON’S INTERESTS
Truth be told, we spend most of our time thinking about ourselves. Why not create strong relationships by putting away our own concerns and talking about what others are interested in for a while?

  1. MAKE THE OTHER PERSON FEEL IMPORTANT—AND DO IT SINCERELY
In our dealings with others, building them up shows we appreciate their contribution. The bond that results can help us withstand the pressures of our own day-to-day struggles.


PRINCIPLES: GAIN COOPERATION
Gaining cooperation means we help others become committed to working as a team. If we get “compliance,” it is only a matter of time before results suffer and the team becomes mired in unmanageable conflict or, worse yet, becomes indifferent to the goals of the organization and non-committal to one another. The best way to gain cooperation is to be cooperative ourselves and to be emotionally intelligent about the needs of the team. Dale Carnegie provides 12 principles for gaining cooperation. Not only do these principles help us win people to our way of thinking; they help us tap the energy and intelligence of the team. This encourages innovation, cooperation, and bottom-line results!




  1. THE ONLY WAY TO GET THE BEST OF AN ARGUMENT IS TO AVOID IT
An argument is 90% emotion and 10% nonsense. A mature professional avoids arguments. 

  1. SHOW RESPECT FOR THE OTHER PERSON’S OPINION. NEVER SAY, “YOU’RE WRONG”
Avoid making others defensive. It shrinks the channels of communication. Simply ask why they feel the way they do and respond accordingly.    

  1. IF YOU ARE WRONG, ADMIT IT QUICKLY AND EMPHATICALLY
This disarms conflict and opens up lines of communication.

  1. BEGIN IN A FRIENDLY WAY
If we aren’t open and friendly, winning people to our way of thinking is nearly impossible.

  1. GET THE OTHER PERSON SAYING “YES, YES” IMMEDIATELY
It’s important to begin by agreeing on something. Then the challenging ideas are more easily accepted.

  1. LET THE OTHER PERSON DO A GREAT DEAL OF THE TALKING
Not only will the person share information, but he or she might “talk themselves” into cooperating

  1. LET THE OTHER PERSON FEEL THAT THE IDEA IS HIS OR HERS
What is right, not who is right, is most important. By following this principle, we build another person’s confidence and willingness to share ideas and strengthen the team.

17.  TRY HONESTLY TO SEE THINGS FROM THE OTHER PERSON’S POINT OF VIEW
The other person’s point of view may be clearer than ours. Learn what you can from other points of view.

18. BE SYMPATHETIC WITH THE OTHER PERSON’S IDEAS AND DESIRES
Being understanding and sympathetic is a sure way of keeping

19. APPEAL TO THE NOBLER MOTIVES
Most people will work very hard for ideals and the higher aims of the organization if they know what they are and how they apply in a particular situation.

20. DRAMATIZE YOUR IDEAS
A unique idea should have a unique package. Use creative approaches to help sell your ideas.

21. THROW DOWN A CHALLENGE
Most of us have a competitive side. Challenging others to action often produces unexpected positive results.


PRINCIPLES: BE A LEADER
Once we have cultivated trust and provided an environment that fosters cooperation, we find it much easier to implement change and help others be more accepting of those changes. Even so, easier doesn’t mean easy. It may take several attempts to get associates, customers, and others onboard with the needed changes. Dale Carnegie’s last nine Human Relations Principles provide a powerful set of tools to help us help people change their attitudes without offending them or causing resentment. This builds the “followship” needed to achieve organizational results.




22. BEGIN WITH PRAISE AND HONEST APPRECIATION
When we acknowledge the value a person has to our organization, we establish a positive tone for open communication.

23. CALL ATTENTION TO PEOPLE’S MISTAKES INDIRECTLY
This creates an environment that keeps associates from becoming defensive.

24. TALK ABOUT YOUR OWN MISTAKES BEFORE CRITICIZING THE OTHER PERSON
This concept eliminates barriers and helps others to be more open to our coaching.

25. ASK QUESTIONS INSTEAD OF GIVING DIRECT ORDERS
This allows the individual to take increasing ownership of both the problem and potential solutions.

26. LET THE OTHER PERSON SAVE FACE
Our goal is to deal with the inappropriate behavior and still maintain the dignity of the associate.

27. PRAISE THE SLIGHTEST IMPROVEMENT AND PRAISE EVERY IMPROVEMENT. BE“HEARTY IN YOUR APPROBATION AND LAVISH IN YOUR PRAISE”
There is no better way to increase the productivity, efficiency, and commitment of others than praise. We must notice and give recognition to our colleagues if we want to ensure continuous improvement.

28. GIVE THE OTHER PERSON A FINE REPUTATION TO LIVE UP TO
When we set high expectations, we help others achieve their full potential.

29. USE ENCOURAGEMENT. MAKE THE FAULT SEEM EASY TO CORRECT
By expressing our belief in the other person’s ability to correct the fault, we give him or her confidence to improve job performance.

30. MAKE THE OTHER PERSON HAPPY ABOUT DOING THE THING YOU SUGGEST
By encouraging a person’s desire to improve performance, we can help develop the attitudes and behaviors that are most productive.


Todas estas ideas han sido sacadas del pdf del Instituto Carnegie:
Dale Carnegie developed these 30 principles as part of his ground-breaking development of the Dale Carnegie Course.


Como de costumbre, incluyo estas reflexiones en mi blog “Historias del LEAN”:



Un cordial saludo y que disfrutéis cada hora del fin de semana
Álvaro Ballesteros







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