Chip Heath Quotes

The most basic way to get someone's attention is this: Break a pattern.

Anger prepares us to fight and fear prepares us to flee.

Failing is often the best way to learn, and because of that, early failure is a kind of necessary investment.

To make our communications more effective, we need to shift our thinking from "What information do I need to convey?" to "What questions do I want my audience to ask?

Knowledge does not change behavior,” he said. “We have all encountered crazy shrinks and obese doctors and divorced marriage counselors.

The first problem of communication is getting people's attention.

A good change leader never thinks, “Why are these people acting so badly? They must be bad people.” A change leader thinks, “How can I set up a situation that brings out the good in these people?

Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.

The Curse of Knowledge: when we are given knowledge, it is impossible to imagine what it's like to LACK that knowledge.

Fundamental Attribution Error.” The error lies in our inclination to attribute people’s behavior to the way they are rather than to the situation they are in.

Any time in life you’re tempted to think, ‘Should I do this OR that?’ instead, ask yourself, ‘Is there a way I can do this AND that?

When did my house turn into a hangout for every grossly overpaid, terminally pampered professional football player in northern Illinois?" "We like it here," Jason said. "It reminds us of home." "Plus, no women around." Leandro Collins, the Bears' first-string tight end emerged from the office munching on a bag of chips. "There's times when you need a rest from the ladies." Annabelle shot out her arm and smacked him in the side of the head. "Don't forget who you're talking to." Leandro had a short fuse, and he'd been known to take out a ref here and there when he didn't like a call, but the tight end merely rubbed the side of his head and grimaced. "Just like my mama." "Mine, too," Tremaine said with happy nod. Annabelle spun on Heath. "Their mother! I'm thirty-one years old, and I remind them of their mothers." "You act like my mother," Sean pointed out, unwisely as it transpired, because he got a swat in the head next.

Transitions should be marked, milestones commemorated, and pits filled. That’s the essence of thinking in moments.

And that’s the first surprise about change: What looks like a people problem is often a situation problem.

Success emerges from the quality of the decisions we make and the quantity of luck we receive. We can't control luck. But we can control the way we make choices.

The status quo feels comfortable and steady because much of the choice has been squeezed out. You have your routines, your ways of doing things.

People tend to overuse any idea or concept that delivers an emotional kick.

The most basic way to make people care is to form an association between something they don’t yet care about and something they do care about. We

Until you can ladder your way down from a change idea to a specific behavior, you’re not ready to lead a switch.

You can’t appreciate the solution until you appreciate the problem. So when we talk about “tripping over the truth,” we mean the truth about a problem or harm. That’s what sparks sudden insight.

What’s working, and how can we do more of it?” Sounds simple, doesn’t it? Yet, in the real world, this obvious question is almost never asked. Instead, the question we ask is more problem focused: “What’s broken, and how do we fix it?

A designer knows he has achieved perfection not when there is nothing left to add, but when there is nothing left to take away.

There’s nine times more to gain by elevating positive customers than by eliminating negative ones.

Create a need for closure.

To get someone's attention break a pattern of thinking.

Trying to fight inertia and indifference with analytical arguments is like tossing a fire extinguisher to someone who’s drowning. The solution doesn’t match the problem.

The Aha! experience is much more satisfying when it's preceded by the huh experience.

When you say three things, you say nothing.

Stephen Covey, in his book The 8th Habit, decribes a poll of 23,000 employees drawn from a number of companies and industries. He reports the poll's findings: * Only 37 percent said they have a clear understanding of what their organization is trying to achieve and why * Only one in five was enthusiastic about their team's and their organization's goals * Only one in five said they had a clear "line of sight" between their tasks and their team's and organization's goals * Only 15 percent felt that their organization fully enables them to execute key goals * Only 20 percent fully trusted the organization they work for Then, Covey superimposes a very human metaphor over the statistics. He says, "If, say, a soccer team had these same scores, only 4 of the 11 players on the field would know which goal is theirs. Only 2 of the 11 would care. Only 2 of the 11 would know what position they play and know exactly what they are supposed to do. And all but 2 players would, in some way, be competing against their own team members rather than the opponent.

When people know the desired destination, they’re free to improvise, as needed, in arriving there.

When you’re at the beginning, don’t obsess about the middle, because the middle is going to look different once you get there.

What did you guys fail at this week?” “If we had nothing to tell him, he’d be disappointed,” Blakely said.

People are tempted to tell you everything, with perfect accuracy, right up front, when they should be giving you just enough info to be useful, then a little more, then a little more.

one way to motivate a switch is to shrink the change, which makes people feel “big” relative to the challenge.

Many armies fail because they put all their emphasis into creating a plan that becomes useless ten minutes into the battle

When people have the opportunity to collect information from the world, they are more likely to select information that supports their preexisting attitudes, beliefs, and actions.

Specific, Measurable, Actionable, Relevant, and Timely

Courage is resistance to fear, mastery of fear—not absence of fear.

If I already intuitively "get" what you're trying to tell me, why should I obsess about remembering it? The danger, of course, is that what sounds like common sense often isn't.... It's your job, as a communicator, to expose the parts of your message that are uncommon sense. (p.72)

We can't unlearn what we already know and there are only two ways to beat the curse, the first is not to learn anything, the second is to transform our ideas.

Just look for a strong beginning and a strong ending and get moving.

The story’s power, then, is twofold: It provides simulation (knowledge about how to act) and inspiration (motivation to act).

weaknesses—the tendency to get lost in analysis.

for creating a successful idea: a Simple Unexpected Concrete Credentialed Emotional Story.

The bigger the change you’re suggesting, the more it will sap people’s self-control. And when people exhaust their self-control, what they’re exhausting are the mental muscles needed to think creatively, to focus, to inhibit their impulses, and to persist in the face of frustration or failure. In other words, they’re exhausting precisely the mental muscles needed to make a big change. So when you hear people say that change is hard because people are lazy or resistant, that’s just flat wrong. In fact, the opposite is true: Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.

There's no such thing as a passive audience.

To make our communications more effective, we need to shift our thinking from “What information do I need to convey?” to “What questions do I want my audience to ask?

The problem is this: Often the heart and mind disagree. Fervently.

How can you make your change a matter of identity rather than a matter of consequences?

make a switch, you need to script the critical moves

Mystery is created not from an unexpected moment but from an unexpected journey. We know where we’re headed—we want to solve the mystery—but we’re not sure how we’ll get there.

work to make the core message itself more interesting.

Studies of the elderly show that people regret not what they did but what they didn’t do.

Our lives are measured in moments, and defining moments are the ones that endure in our memories.

In life, we can work so hard to get the kinks out that we forget to put the peaks in.

One way to motivate action, then, is to make people feel as though they’re already closer to the finish line than they might have thought.

The researchers have found, in essence, that our advice to others tends to hinge on the single most important factor, while our own thinking flits among many variables. When we think of our friends, we see the forest. When we think of ourselves, we get stuck in the trees.§

Multitracking keeps egos in check. If your boss has three pet projects in play, chances are she’ll be open to unvarnished feedback about them, but if there’s only one pet project, it will be harder for her to hear the truth. Her ego will be perfectly conflated with the project.

Why are habits so important? They are, in essence, behavioral autopilot. They allow lots of good behaviors to happen without the Rider taking charge. Remember that the Rider’s self-control is exhaustible, so it’s a huge plus if some positive things can happen “free” on autopilot.

One of IDEO’s designers even sketched out a “project mood chart” that predicts how people will feel at different phases of a project. It’s a U-shaped curve with a peak of positive emotion, labeled “hope,” at the beginning, and a second peak of positive emotion, labeled “confidence,” at the end. In between the two peaks is a negative emotional valley labeled “insight.

Plans are useful in the sense that they're proof that planning has taken place. The planning process forces people to think through the right issues. Bus as for the plans themselves they just don't work on the battle field

Common sense is the enemy of sticky messages, if I already "get" what you're trying to tell me, why should I be obsessed about remembering it.

The more we reduce the amount of information in an idea, the stickier it will be.

You say 10 things, you say nothing.

In Sternin’s judgment, all of this analysis was “TBU”—true but useless.

The advice we give others, then, has two big advantages: It naturally prioritizes the most important factors in the decision, and it downplays short-term emotions.

What would I tell my best friend to do in this situation?

What have you failed at this week?

The “occasionally remarkable” moments shouldn’t be left to chance! They should be planned for, invested in.

And that’s the charge for all of us: to defy the forgettable flatness of everyday work and life by creating a few precious moments.

If the Rider isn’t sure exactly what direction to go, he tends to lead the Elephant in circles. And as we’ll see, that tendency explains the third and final surprise about change: What looks like resistance is often a lack of clarity.

Responsiveness encompasses three things: Understanding: My partner knows how I see myself and what is important to me. Validation: My partner respects who I am and what I want. Caring: My partner takes active and supportive steps in helping me meet

Your brain hosts a truly staggering number of loops. The more hooks an idea has, the better it will cling to memory.

If you want to be part of a group that bonds like cement, take on a really demanding task that’s deeply meaningful. All of you will remember it for the rest of your lives.

What would you do if you knew you would not live until 40?

More options, even good ones, can freeze us and make us retreat to the default plan,

You don't have to speak monosyllables to be simple. What we mean by simple is finding the core of the idea.

Rather than focusing solely on what’s new and different about the change to come, make an effort to remind people what’s already been conquered.

Don’t obsess about the failures. Instead, investigate and clone the successes.

A great way to avoid useless accuracy, and to dodge the Curse of Knowledge, is to use analogies. Analogies derive their power from schemas: A pomelo is like a grapefruit. A good news story is structured like an inverted pyramid. Skin damage is like aging. Analogies make it possible to understand a compact message because they invoke concepts that you already know.

So, a good process for making your ideas stickier is: (1) Identify the central message you need to communicate—find the core; (2) Figure out what is counterintuitive about the message—i.e., What are the unexpected implications of your core message? Why isn’t it already happening naturally? (3) Communicate your message in a way that breaks your audience’s guessing machines along the critical, counterintuitive dimension. Then, once their guessing machines have failed, help them refine their machines.

This is the great trap of life: One day rolls into the next, and a year goes by, and we still haven’t had that conversation we always meant to have. Still haven’t created that peak moment for our students. Still haven’t seen the northern lights. We walk a flatland that could have been a mountain range. It’s not easy to snap out of this tendency. It took a terminal illness for Gene O’Kelly to do it.

One of his friends, a marketing professor at Stanford, said, “Think about this from a marketing perspective. We can change behavior in a short television ad. We don’t do it with information. We do it with identity: ‘If I buy a BMW, I’m going to be this kind of person.

One solution to this is to bundle our decisions with “tripwires,” signals that would snap us awake at exactly the right moment, compelling us to reconsider a decision or to make a new one. Think of the way that the low-fuel warning in your car lights up, grabbing your attention.

Statistics are rarely meaningful in and of themselves. Statistics will, and should, almost always be used to illustrate a relationship. It’s more important for people to remember the relationship than the number.

So if you reach the Riders of your team but not the Elephants, team members will have understanding without motivation. If you reach their Elephants but not their Riders, they’ll have passion without direction. In

Regrets of the Dying.” She shared the five most common regrets of the people she had come to know: 1. I wish I’d had the courage to live a life true to myself, not the life others expected of me. (“Most people had not honoured even a half of their dreams and had to die knowing that it was due to choices they had made, or not made.”) 2. I wish I hadn’t worked so hard. 3. I wish I’d had the courage to express my feelings. (“Many people suppressed their feelings in order to keep peace with others.”) 4. I wish I had stayed in touch with my friends. 5. I wish that I had let myself be happier. (“Many did not realize until the end that happiness is a choice. They had stayed stuck in old patterns and habits.”)

Defining moments rise above the everyday. They provoke not just transient happiness, like laughing at a friend’s joke, but memorable delight. (You pick up the red phone and someone says, “Popsicle Hotline, we’ll be right out.”) To construct elevated moments, we must boost sensory pleasures

a secondary effect of being angry, which was recently discovered by researchers, is that we become more certain of our judgments. When we’re angry, we know we’re right, as anyone who has been in a relationship can attest.

Because identities are central to the way people make decisions, any change effort that violates someone’s identity is likely doomed to failure. (That’s why it’s so clumsy when people instinctively reach for “incentives” to change other people’s behavior.) So the question is this: How can you make your change a matter of identity rather than a matter of consequences?

Solutions-focused therapists believe that there are exceptions to every problem and that those exceptions, once identified, can be carefully analyzed, like the game film of a sporting event. Let’s replay that scene, where things were working for you. What was happening? How did you behave? Were you smiling? Did you make eye contact? And that analysis can point directly toward a solution that is, by definition, workable. After all, it worked before.

As we gain information we are more likely to focus on what we don't know :" Someone who knows the state capitals of 17 of 50 states may be proud of her knowledge. But someone who knows 47 may think of herself as not knowing 3 capitals

Self-control is an exhaustible resource. This is a crucial realization, because when we talk about “self-control,” we don’t mean the narrow sense of the word, as in the willpower needed to fight vice (smokes, cookies, alcohol). We’re talking about a broader kind of self-supervision. Think of the way your mind works when you’re giving negative feedback to an employee, or assembling a new bookshelf, or learning a new dance. You are careful and deliberate with your words or movements. It feels like there’s a supervisor on duty. That’s self-control, too.

But for an individual human being, moments are the thing. Moments are what we remember and what we cherish. Certainly we might celebrate achieving a goal, such as completing a marathon or landing a significant client—but the achievement is embedded in a moment. Every culture has its prescribed set of big moments: birthdays and weddings and graduations, of course, but also holiday celebrations and funeral rites and political traditions. They seem “natural” to us. But notice that every last one of them was invented, dreamed up by anonymous authors who wanted to give shape to time. This is what we mean by “thinking in moments”: to recognize where the prose of life needs punctuation.

The weakness of the Elephant, our emotional and instinctive side, is clear: It’s lazy and skittish, often looking for the quick payoff (ice cream cone) over the long-term payoff (being thin). When change efforts fail, it’s usually the Elephant’s fault, since the kinds of change we want typically involve short-term sacrifices for long-term payoffs. (We

Direct the Rider. What looks like resistance is often a lack of clarity. So provide crystal-clear direction. (Think 1% milk.) Motivate the Elephant. What looks like laziness is often exhaustion. The Rider can’t get his way by force for very long. So it’s critical that you engage people’s emotional side

Close your eyes. Call up the face of someone still alive who years ago did something or said something that changed your life for the better. Someone who you never properly thanked; someone you could meet face-to-face next week. Got a face? Your task is to write a letter of gratitude to this individual and deliver it in person. The letter should be concrete and about three hundred words: be specific about what she did for you and how it affected your life. Let her know what you are doing now, and mention how you often remember what she did.

Nora Ephron is a screenwriter whose scripts for Silkwood, When Harry Met Sally, and Sleepless in Seattle have all been nominated for Academy Awards. Ephron started her career as a journalist for the New York Post and Esquire. She became a journalist because of her high school journalism teacher. Ephron still remembers the first day of her journalism class. Although the students had no journalism experience, they walked into their first class with a sense of what a journalist does: A journalists gets the facts and reports them. To get the facts, you track down the five Ws—who, what, where, when, and why. As students sat in front of their manual typewriters, Ephron’s teacher announced the first assignment. They would write the lead of a newspaper story. The teacher reeled off the facts: “Kenneth L. Peters, the principal of Beverly Hills High School, announced today that the entire high school faculty will travel to Sacramento next Thursday for a colloquium in new teaching methods. Among the speakers will be anthropologist Margaret Mead, college president Dr. Robert Maynard Hutchins, and California governor Edmund ‘Pat’ Brown.” The budding journalists sat at their typewriters and pecked away at the first lead of their careers. According to Ephron, she and most of the other students produced leads that reordered the facts and condensed them into a single sentence: “Governor Pat Brown, Margaret Mead, and Robert Maynard Hutchins will address the Beverly Hills High School faculty Thursday in Sacramento. . .blah, blah, blah.” The teacher collected the leads and scanned them rapidly. Then he laid them aside and paused for a moment. Finally, he said, “The lead to the story is ‘There will be no school next Thursday.’” “It was a breathtaking moment,” Ephron recalls. “In that instant I realized that journalism was not just about regurgitating the facts but about figuring out the point. It wasn’t enough to know the who, what, when, and where; you had to understand what it meant. And why it mattered.” For the rest of the year, she says, every assignment had a secret—a hidden point that the students had to figure out in order to produce a good story.

Moments of pride commemorate people’s achievements. We feel our chest puff out and our chin lift. 2. There are three practical principles we can use to create more moments of pride: (1) Recognize others; (2) Multiply meaningful milestones; (3) Practice courage. The first principle creates defining moments for others; the latter two allow us to create defining moments for ourselves. 3. We dramatically underinvest in recognition. • Researcher Wiley: 80% of supervisors say they frequently express appreciation, while less than 20% of employees agree. 4. Effective recognition is personal, not programmatic. (“ Employee of the Month” doesn’t cut it.) • Risinger at Eli Lilly used “tailored rewards” (e.g., Bose headphones) to show his team: I saw what you did and I appreciate it. 5. Recognition is characterized by a disjunction: A small investment of effort yields a huge reward for the recipient. • Kira Sloop, the middle school student, had her life changed by a music teacher who told her that her voice was beautiful. 6. To create moments of pride for ourselves, we should multiply meaningful milestones—reframing a long journey so that it features many “finish lines.” • The author Kamb planned ways to “level up”—for instance “Learn how to play ‘Concerning Hobbits’ from The Fellowship of the Ring”—toward his long-term goal of mastering the fiddle.

Self-Management If you can read just one book on motivation—yours and others: Dan Pink, Drive If you can read just one book on building new habits: Charles Duhigg, The Power of Habit If you can read just one book on harnessing neuroscience for personal change: Dan Siegel, Mindsight If you can read just one book on deep personal change: Lisa Lahey and Bob Kegan, Immunity to Change If you can read just one book on resilience: Seth Godin, The Dip Organizational Change If you can read just one book on how organizational change really works: Chip and Dan Heath, Switch If you can read just two books on understanding that change is a complex system: Frederic Laloux, Reinventing Organizations Dan Pontefract, Flat Army Hear interviews with FREDERIC LALOUX, DAN PONTEFRACT, and JERRY STERNIN at the Great Work Podcast. If you can read just one book on using structure to change behaviours: Atul Gawande, The Checklist Manifesto If you can read just one book on how to amplify the good: Richard Pascale, Jerry Sternin and Monique Sternin, The Power of Positive Deviance If you can read just one book on increasing your impact within organizations: Peter Block, Flawless Consulting Other Cool Stuff If you can read just one book on being strategic: Roger Martin and A.G. Lafley, Playing to Win If you can read just one book on scaling up your impact: Bob Sutton and Huggy Rao, Scaling Up Excellence If you can read just one book on being more helpful: Edgar Schein, Helping Hear interviews with ROGER MARTIN, BOB SUTTON, and WARREN BERGER at the Great Work Podcast. If you can read just two books on the great questions: Warren Berger, A More Beautiful Question Dorothy Strachan, Making Questions Work If you can read just one book on creating learning that sticks: Peter Brown, Henry Roediger and Mark McDaniel, Make It Stick If you can read just one book on why you should appreciate and marvel at every day, every moment: Bill Bryson, A Short History of Nearly Everything If you can read just one book that saves lives while increasing impact: Michael Bungay Stanier, ed., End Malaria (All money goes to Malaria No More; about $400,000 has been raised so far.) IF THERE ARE NO STUPID QUESTIONS, THEN WHAT KIND OF QUESTIONS DO STUPID PEOPLE ASK?