"A profoundly relevant book on the fundamental power of human connections and how it drives lasting change for every leader, every time."
Stephen R. Covey, author, The 7 Habits of Highly Effective People and The Leader in Me
"Being an effective executive in today′s over–scheduled, fast–paced ′interruption age′ is not mutually exclusive with being an accessible and engaged leader. Indeed, recognizing that everyday ′TouchPoints′ represent opportunities to teach and to enhance corporate culture is a prerequisite for success."
Duncan Niederauer, CEO, NYSE Euronext
"Doug Conant has proven himself to be a very disciplined CEO focused, able to let go of what doesn′t fit, building greatness step–by–step, laying foundations for decades down the road while delivering results today. His example shows how effective business leadership can be quiet and bold, studious and decisive, disciplined and creative. He and Mette Norgaard make a great team for bringing these leadership lessons to the world."
Jim Collins, author, Good to Great
"Like much of the best advice, TouchPoints makes immediate good sense; and taking it won′t even add to your workload."
Sir Martin Sorrell, CEO, WPP
"Leave it to Conant and Norgaard to define the future of leadership. In this brilliant new view, they uncover hidden opportunities we each have to turn everyday ′warm moments′ into powerful venues for breakthrough thinking in your organization. This book makes all the rest seem old and tired."
Faith Popcorn, CEO of BrainReserve, futurist, and bestselling author
"Conant and Norgaard reveal the secrets of great leadership. Yes, hard skills count, but soft skills deftly managing a conversation, caring about the people around you, posing the perfect question in a crisis make all the difference. This practical and insightful book shows how to transform the behaviors and results around you."
Daniel H. Pink, author, Drive and A Whole New Mind
"A superb leadership guide."
Bill George, author of True North
Editor′s Note xvii
1 THE POWER OF TOUCHPOINTS: THE ACTION IS IN THE INTERACTION 1
2 THE COMMITMENT TO MASTERY: THE CHOICE IS YOURS 25
3 USE YOUR HEAD: THE COMMITMENT TO INQUIRY 47
4 USE YOUR HEART: THE COMMITMENT TO REFLECTION 73
5 USE YOUR HANDS: THE COMMITMENT TO PRACTICE 95
6 MASTERING THE TOUCH: HOW CAN I HELP? 123
Recommended Reading 151
About the Authors 157