Pivot - Earned, Purposeful, Designed Surprises in Training

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Bruce Jr. Bullock. Pivot - Earned, Purposeful, Designed Surprises in Training

Introduction

Chapter 1 – Pivot?

Basic and Delighter Experiences

Two Truths

Return to Treasure Island

Training and Pivoting

Chapter 2 – Earning the Right to Pivot

ADDIE

Robert Mager

Toni Hodges

Malcolm Knowles

PAF, SICK, and BITASPGEG

Avoid Blocking

Evaluations

Personal Credibility

For More Information – A Great Book

Whither Bloom

Chapter 3 – Pivots Have Purpose

Emotional Power

Playing to Win

Steve Jobs

The 4th Beatle

Flow

Future Ready

Moving to “How”

Chapter 4 – Powerful Pivots by Design

Empathy

Dynamics

Continuous Generation

Chapter 5 – My Favorite Pivots

Biases and Heuristics

The Root of Knowledge

Lean/Six Sigma

Endnotes

Bibliography

About the author …

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When you first learn that someone you love passes away, what goes through your mind? On October 21, 2010, my father succumbed. My thoughts of his suffering changed to memories of wonderful stories. None were as vivid as Treasure Island in 1969.

Treasure Island was a dilapidated, run-down playground with a pirate motif. Rusted pictures of men with eye patches and swords adorned the yard. There was a slide, some swings, and a teeter-totter.

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1.It’s important to consider “basic” in its most complimentary form. Think “essential” instead of “rudimentary.” The bathroom televisions would be useless if the toilets were plugged up and out of order. This is why we have to earn the right – by mastering basics – before attempting to pivot. It’s ironic that the provider, not the recipient, must earn the pivot. Principle 1 – Pivots must be earned.

2.In time, Delighter Experiences will become Basic Experiences. I think that, even now, my bathroom television example is losing its luster. It’s no longer unexpected by many sports bar patrons. Another obvious example is the hotel business. When Isadore Sharpe of the 4 Seasons hotel chain first placed shampoo2 in his hotel rooms, it was a Delighter Experience; however, this has long since become a Basic Customer Experience.

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