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Index ‘MC' indicates Mark Carter throughout Anderson, John 54, 117 Apple Inc. 102; see also Jobs, Steve Arc de Triomphe (Paris) 123–126 authenticity 156–164 — big lie, the 159–161 — digital addiction 163 — faking it 156, 157–159, 159–161, 181 — flow 161–164 — inauthenticity 163, 164 — know yourself 161–164 — leadership 161–162 — personal brand 161 — personality and tour leaders 161–162 — reality TV 163 — social currency/proof 156–157, 159 — validity of relationships 156–157 awareness, social 30, 31, 84 Bausch Health 202–203
behaviour, human see also bullying; preference — anti-social 45 — MC's study of 1–3 — nuances 6–9 — self-destructive 42 — self-protective 40 belief(s) 17, 32, 44, 138, 145, 154 — definition 32 — limiting 40, 45, 46–47, 51, 78, 91, 107, 163 — uncontested 45 Berrill, Roland 26, 27 Bhutan 137 Bill & Melinda Gates Foundation, 66, 134–135, 175, 178 Binet, Alfred 26, 28 brain 14, 83, 95, 121, 149, 155, 184, — happiness 178–179 — structure 40, 121, 152–153, 189 Brown, Brené 164 Buffet, Warren 66, 135, 178, 205 Bug's Life, A 103, 105 bullying 38–42, 44–45, 45, 164; see also ostracism; silent treatment — protective mechanisms 40 — violence 38–39, 40 Bush, George W 139
business see also money, history of; numbers; percentages; time; tangible value — benchmarks 55 — demonisation of 202–203 — disruptive 200 — focus on experience 201–202 — language 53–79 Butler, Oobah 157–159, 163 By the River Piedra I Sat Down and Wept 190 Campbell, Joseph 131 candour 156, 164–174; see also conversations; silent treatment — cheating 165 — conversations, straight 168, 169–170, 170–171, 173 — conversations, difficult 168 — dangers in lack of 168–170 — ghosting 170–174 — MC's family story 165–168 Carnegie, Andrew 134, 135, 175 Catch Me If You Can 160–161 Catmull, Ed 101, 102 Chobani yoghurt 135, 175 Coelho, Paulo 155, 189–190 computer animation 101–106 confidence see self-confidence
Contiki company see also Contiki, MC's stories of — brand 117 — founder 54, 117 — operator responsibilities 117–120 — start of 117 — success of 204 — training 118–120 — typical passenger principle 117–118 Contiki holidays, MC's stories of — barter 56 — behaviours, human 1, 3 — ‘dream job' 116–117 — feedback forms 1–2 — inadvertent racism 42–44 — intelligence story 24–25 — leader rotation 199–200 — leaders and personalities 161 — numbers 72–73 — Paris story 122–125 — passports 72–73 — teddy bear story 85–88 — tokens of trade 58 — Vatican queues and time 74–75
conversations 7, 42, 90, 121 — difficult 8, 44, 46, 129–130, 168, 172 — listeners vs talkers 10 — straight 168, 169–170, 170–171, 173 Courtney, Bryce 131, 132, 137, 146, 155 Csikszentmihalyi, Mihaly 23 customers, delighting 109 da Vinci, Leonardo 66–67 Denmark 137 destructive layers 40–41 — life experiences, external 40–41, 47 — life experiences, internal 40–41, 47 DiSC theory 4–5 — application of 5–6, 8–9 — compliance 5–6, 9, 161 — dominance 4, 6, 8, 161 — influence 4, 5, 8, 161 — simplified 9–12 — steadiness 5, 6, 8–9, 161 Disney corporation 102 dreamcatchers 96–99 Dunant, Henry 133–134 Dunbar, Robin 149–153, 155, 170, 179, 184 Dunbar's number see Dunbar, Robin; ‘150' e-commerce 198
Einstein, Albert 27–28, 76, 121, 210 Emotional Intelligence (EQ) 189; see also emotional value; emotions; intelligence — framework 30–31 — improving 29, 32, 36–37, 51 — lack of 36 — nature of 28–29 — patterns 31 — sociopaths and psychopaths 34–36 emotional value 81–109 see also innovation; personalisation (wow factor) — innovation 85, 101–106 — making 96–99, 109, 147 — perception of value 88–89 — personalisation (wow factor) 85, 96–100, 107 — sensory experience 85, 93–96, 108 — storytelling, power of 85–92, — summary 85 — tools and tips 107–109 emotions 31–33 — effects of 31–32 — negative states 31, 32–33 — positive states 31–32 enriching lives see service value
environment, wreck or nurture 116, 138–143 — action, taking 143, 147–148 — carbon emissions 140 — climate change 141–142 — innovation 138–139 — plastics 140 — space race 138–139, 140 — sustainable development goals 141 EQ see Emotional Intelligence (EQ) evolution, economies of 201 exclusion 39 Facebook 197 — relationship value and 150–151, 153, 154 failure 38, 75, 84, 91, 205 faking it 156, 157–159, 159–161, 181 favouritism 2–3 fear(s) 14, 40, 45, 46, 51, 91, 97, 105, 171, 172, 189 — vs love 47, 182, 190 feedback forms, black market in 1–2 Fibonacci, Leonardo 70 fight or flight responses 42, 45–47 fixedness 22 flow theory 23 — authenticity and 161–164 — motivation and 23–24 Folau, Israel 177
Gates, Bill 141 genius 27–29 Gibson, Belle 159, 204 goals 16, 18, 19, 23, 30, 36, 51, 98, 186, 196 GoFundMe 177 Goleman, Daniel 29 Gore, Al 139 Graphics Group 102 Greatest Salesman in the World, The 181 greed 62, 105, 143, 205 — corporate 61–62, 202–203 Gump, Forrest 182 happiness 132–133 — Gross National 137 — motivation and 18–20 Happy 132, 133 Hitler, Adolf 127 Holmes, Elizabeth 160, 164, 204 Hosking, DDH (David) 117–118 how see preference human behaviour see behaviour, human
identity (who) 3, 27–47; see also behaviour, human; beliefs; bullying; DiSC theory — beliefs 45, 46–47, 51 — destructive layers 40–41 — fear 45, 46, 47 — learning 37–38 — profiling tools 4–12 innovation 85 — computer animation 101–106 intelligence (ability to do) 3, 24–37; see also Emotional Intelligence (EQ) — behaviour and 27 — EQ 24, 28–31 — genius, nature of 27–29 — IQ 24, 26–27, 29 — IQ scores 27–28 — IQ testing 26–27 — nature of 24–25 — overall 33–34 — social 28–29 — studies of 25–27 isolation 168 Jobs, Steve 102, 160, 204 judgement 40, 44, 115, 130, 166 — reducing 12, 171 — suspending 30, 36, 45
kindness 156, 174–182, 192 — as a common language 180–182 — compassion 179–180 — cruelty for 181–182 — fulfillment 180–181 — happiness 178–179 — philanthropy 174–178, 180 — power of 180 — random acts of 192 Lasseter, John 101–104 Laundromat, The 55–56 leadership 161–162 — comedy example 162–163 — personalities and 161 — sales example 162 lie, the big 159–161
love 156, 182–190, 193, 195 — ageing 185–186 — as a common language 180 — conflict 185, 186, 187 — forms of 187–190 — loneliness 184 — longitudinal study example 182–187 — memory 185 — quality vs quantity of relationships 184–185 — unconditional 189 — vs fear 47, 182, 190 Lucas, George 101, 102 Lucasfilm 101, 104 Luxo Jr 102–103 McGregor, Douglas 17–18 making and hobbies 96–99, 109, 147 Mandino, Og 181 Manhattan Project 127–128 Marston, William Moulton 4–5 Maslow's hierarchy of needs 14–16, 18 Mayer, John 28–29 meaning-making machines 45–47, 132 Mensa 26–27, 29 metamotivated 16 Michelangelo 73–74 millennials 157, 163, 186
money, history of 55–56 — bank collapse 60 — barter 56 — budget 78 — credit 56, 65 — crypto currencies 62–63 — currencies 59–60, 62–63, 71 — economic collapse 59–61 — financial instruments 62–63 — GB pound 59 — GFC 61–62 — gold standard 59 — Great Depression 60–61 — greed 61–63 — hoarding 63 — monetary power 59 — paper 58–59 — service value 66 — spending 63–64, 78 — tokens to coins 57–59, 65 — travel for trade 57 — US dollar 59–60 — value, setting 57–58 — wealthy people, grounded 64–65 Monsters, Inc. 105
motivation (why) 3, 12–24, 51 — biological 13–14 — drivers 13–14, 17–18, 19, 22 — EQ and 30, 33 — extrinsic (Theory X) 13, 17, 19, 20 — flow and 23–24 — happiness and 18–20 — intrinsic (Theory Y) 13, 17, 18, 19, 20–23, 33 — leadership 23 — Maslow's hierarchy of needs 14–16, 18 — Spranger's value attitudes and 21–23 — travel example 20–22 Musk, Elon 140 Napoleon 123–126, 174 narcissism 35–36, 39–40, 172, 173, 181–182, 192; see also Emotional Intelligence (EQ) — healthy 16 Nemo 105 neural pathways 40 numbers 55, 69–73; see also money; ‘150' — currencies 71 — development of 69–70 — patterns in nature 70 — success, measure of 71
‘150' — awareness of your 192 — Facebook page and 150–151, 153 — prime group 153–154 — significance of 71, 149–153, 155, 192 — subgroups 151–152 ostracism 38, 39, 40, 164, 167, 170, 173; see also bullying; silent treatment passive-aggressive behaviour 35–36; see also bullying; ostracism; silent treatment pastimes and making 96–99, 109, 147 percentages 55, 66–69, 70, 71 — banks and 68–69 — patterns in nature 67–69 — Vitruvian man 66–68 personalisation (wow factor) 85, 96–100, 109; see also making — children's drawings example 99–100 — creative pursuits 96–99, 109 — dreamcatchers example 96–99 — emotions and 100 — giving, act of 98–99 — outdated stories 107 proprioception 93 personality types 1, 2–3; see also DiSC theory; identity
personal value 1–52; see also identity (who); intelligence (ability to do); motivation (why); preference (how) — identity (who) 3, 27–47 — intelligence 3, 24–37 — motivation (why) 3, 12–24 — preference (how) 3–12, 50 — summary 3 — tools and tips 49–52 philanthropy 133–134, 134–138, 147, 174–178, 180; see also Buffet, Warren; Carnegie, Andrew; Gates Foundation, Bill and Melinda; Ulukaya, Hamdi — Australia 174–175, 176 — collection methods 176–177 — PR and 175–176 — Value Model and 136–137 Philanthropy Australia 174–175 PIXAR 102–106 possibilities–consequences duality 116, 122–131 — advice, taking 125–125 — fight or flight mechanism 129–130 — hindsight 130 — Manhattan Project 127–128 — Paris example 122–125 — propaganda 127 — Roosevelt, Franklin D 126–128, 129 — what ifs 125–126, 127–128 — warfare 129
Power of One 155 preference (how) 3–12, 22, 33; see also DiSC Theory — functional 9–12 — strengths and cautions 6–9 priorities and prioritisation 52, 73, 79, 140, 195, 196 problem–solution duality 116–122, 131, 135 — Contiki example 116–120 — diligence 120 — problem-solving 116–120, 120–122, 131–132, 146 profiling tools 4–12; see also DiSC Theory psychopaths and sociopaths 34–36 Recipe for Dreaming 131, 132, 137 Red Cross 134
relationship value 20, 38, 149–193; see also authenticity; candour; kindness; love; ‘150' — authenticity 156–164 — brain structure 152–153 — candour 156, 164–174 — chemistry 155 — decay of 170–171 — digital era 153, 154–155 — Facebook page and 150–151, 153 — factors affecting quality 154 — kindness 156, 174–182, 192 — love 156, 182–190, 193 — ‘150' 149–153, 155, 192 — prime group 153–154 — relationship size see ‘150' above — subgroups 151–152 — summary 156 — tools and tips 191–193 — traits of 155, 156 response that matters 37 reward/punishment 17; see also motivation: extrinsic Ricard, Matthieu 178–179 Roosevelt, Franklin D 126–128 Roosevelt, Theodore 87 Salovey, Peter 28–29 Scott-Heron, Gil 138
self-actualisation 15–16, 18, 65, 82, 187 self-awareness 30, 31 self-confidence 15, 16, 40, 41, 60, 64, 86, 137, 162, 165, 185 self-loathing 38 self-reflection 16, 120, 122, 137, 171 self-regulation 30, 31 self-worth (perception of value) 12, 17, 35, 40, 41, 45, 47, 63, 64, 65, 76, 86, 133 sensory experience 85, 93–96 — balance, sense of 93 — hearing 94–95 — sight 93–94 — taste and smell 94 — touch 95
service value 111–148 — accountability 146 — compounding 134–135 — empathy 147 — environment 116, 138–143 — kanji story 111–114 — love your job 148 — nature of 120–122 — offering service 111–114 — pastimes 147 — possibilities–consequences 116, 122–131 — problem–solution 116–122, 131–132 — self–others duality 116, 131–138 — summary 116 — tools and tips 145–148 self–others duality 116, 131–138 — circumstances, individual 132, 133 — cooperation and collaboration 133 — corporate/community social responsibility (CSR) 135–139 — happiness 132–133 — philanthropy 133–134, 134–138 — self-care vs selfishness 131, 137 silence 169, 173 — dealing with 10, 180
silent treatment 35, 36, 38, 39, 164, 170; see also bullying; ostracism — creating 172–173 — dealing with 171–172 social awareness 29, 30 social regulation/skills 30 sociopaths and psychopaths 34–36 Spranger, Eduard 20–22 Star Wars 101, 104 Steiff, Margarete 86–88, 89 Steiff toy company 85–88 Sternberg, Robert 187–189 storytelling, power of 85–92, 104–106, 108 — engagement 92 — nature of 90–91 — perception of value 88–89 — perspectives, shifting 89–92 — teddy bear story 85–88 — value of 90–91 — vs data 91–92
tangible value 53–79, 134–135, 195; see also money, history of; numbers; percentages; philanthropy; time — benchmarks 55 — bottom line 54–55 — definition 53–54 — importance of 54–55 — metrics 156 — money, history of 55–66 — numbers 55, 69–73 — percentages 55, 66–69 — shifting meaning 54 — summarised 55 — time 55, 73–76 — tools and tips 77–79 time 55, 73–76, 190 — claiming back 79 — patterns in nature 75–76 — as a priority 73 — value of 75 — Vatican museums story 73–74 Tinkoff, Oleg 198 Tinkoff Bank 198 Toy Story 103 Tripadvisor fake reviews 157–159, 163 Truman, Harry 128–129 Truman Show, The 183
Trump, Donald 36, 163 Ulukaya, Hamdi 135; see also Chobani yoghurt Valeant Pharmaceuticals 202–203 value 197, 202 — adding and social media 196–197 — business language 53–79 — definition 53 — disruption 198–202 — perception of 198 — perception of own 7–8, 40, 195, 199 — philanthropy and 136–137 — setting 57–58 — understanding of 115, 135–136 value model see emotional value; personal value; service value; tangible value; value values, personal 7, 12, 14, 20, 37, 50, 52, 77, 91, 108, 129, 134–135, 154, 174, 192, 196, 199, 200, 204, 206 values see emotional value; personal value; relationship value; relationship value; service value; tangible value Vatican museums 73–74 Vitruvian man 66–68 Waldinger, Robert 182–187 Walker, Alice 173 Wall-E 105 Ware, Lancelot 26 Welch, Jack 169–170
Whitey on the Moon 138 who see identity why see motivation Yokohama Royal Park Hotel 114
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