Most leaders feel the inevitable interruptions in their jam-packed days are troublesome. But in TouchPoints, Conant and Norgaard argue that these - and every point of contact with other people - are overlooked opportunities for leaders to increase their impact and promote their organization's strategy and values. Through previously untold stories from Conant's tenure as CEO of Campbell Soup Company and Norgaard's vast consulting experience, the authors show that a leader's impact and legacy are built through hundreds, even thousands, of interactive moments in time. The good news is that anyone can develop "TouchPoint" mastery by focusing on three essential components: head, heart, and hands.
TouchPoints speaks to the theory and craft of leadership, promoting a balanced presence of rational, authentic, active, and wise leadership practices. Leadership mastery in the smallest and otherwise ordinary moments can transform aimless activity in individuals and entropy in organizations into focused energy - one magical moment at a time.
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