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Want to up your game for long-term success? Mastering workplace resilience is one sure way to get there, quick! In the following short story, you’ll see a perfect example of how it’s done. (For other aviation-related stories of success, check out our best selling book, Pull Up – Lead, Succeed and Achieve, Despite Snafus, Setbacks, or Sucker Punches ————– It’s Sunday morning. Flight instructor, Evelyn Johnson, jumps in her car and heads down the road for church. As the world’s oldest active flight instructor, and recipient of the coveted National Aviation Hall of Fame award, (see above photo: John Tillison and Evelyn Johnson, at the Aviation Hall of Fame) Evelyn is known for her incredible workplace resilience. Today, right after church, she plans to put in an 8-hour work day at the Morristown, Tennessee airport.  However, fate intervenes. She never makes it to the church. Approaching an intersection, the sun momentarily blinds her. She fails to see the semi stopped in front of her. Evelyn plows into and underneath the truck. The impact is so severe, it severs off the top of her car. Evelyn is severely injured. Even though she suffers multiple contusions, along with a severed leg, the ever-resilient Johnson, miraculously survives the accident. At age 96, with those kinds of injuries, you’re naturally going to experience pain, worry, mental chaos, and PTSD. Most people will cut back their work. Some will quit all together. Therefore, I began to call Evelyn more often, to check up on her progress. In the past, Evelyn would always answer the phone by the first or second ring. But today, there is no answer. Fearing the worst, I call the front desk of Evelyn’s managed care home. The receptionist confirms my greatest fear: “I’m sorry, she’s gone,” she says. My heart sinks. Aviation’s Hall of Fame, and pilot extraordinaire, suddenly gone. Then the receptionist chirps, “But she’ll be back at five.” At five sharp, I speed-dial Evelyn. First ring, she answers, “Hello?” “Evelyn, where the heck have you been?” “Well for gracious sakes alive, John, I’ve been at the airport…working. Where did you think I was?” In the Face of Adversity, Evelyn Remains Unstoppable…and Upbeat When I ask how she’s managing her new condition, she blurts back, “The shorter leg slows me down a bit… but I’ve got a prosthesis on back order!” For sure, Evelyn’s positive attitude in the face of adversity is inspiring. Yet, it’s not just reserved for a select few. In fact, anyone can master resilience, by adopting a simple aviation-based principle to rise above workplace challenge. To Master Workplace Resilience, “Lift Must Exceed Drag” Every workplace has its “drag”—boredom, stress, lack of challenge, office politics, and energy-draining chaos. Over time, this drag can lead to burnout, disengagement, and even depression. However, there’s good news: You have the power to decrease drag and increase your workplace “lift.” In fact, you can rise above soul-crushing workplace issues, by focusing on the following four actions: How to reduce drag and create lift: Exert a Positive Attitude: Your attitude is the most powerful tool you have. Use it! Smile more, engage friends and colleagues. Expect good responses, and you’ll get them.   Raise Your Own Bar: Challenge yourself to go beyond minimums. Even when work feels heavy, find ways to inject creativity, passion, and purpose into your work. Be Proactive with Change: If you feel stuck in a rut, make a decision to push yourself outside your comfort zone. Take action. Don’t over-analyze. Think can-do. Then, do it! Create Meaningful Connections: Listen more, talk less. Become a team player, appreciate co-workers and give a helping hand when possible. Lastly, encourage others. There’s no higher ROI.  Just like Evelyn, you have the power to minimize drag and maximize lift. If you catch yourself disengaging, becoming negative, or stressed out, it’s time to shift to a more positive mindset. The Benefits of a Positive “Lift” In addition to enhancing an overall healthy workplace environment, research shows the undeniable benefits from striving towards more lift in life. For example, research from the Mayo Clinic, shows the health benefits of maintaining a positive mindset. Some major benefits include: An increased lifespan Lower rates of depression and pain  Greater resistance to illness Better coping skills when stressed Therefore, when facing workplace challenges, approach the situation head-on. Refuse to wallow or let circumstances drag you down. Build your lift and expect the best. By doing so, you will not only foster increased resilience, strength, and improved mental well-being, but you’ll very well experience a profound buoyancy in spirit you may not have ever considered possible. Enjoyed this article? Explore more insights on our aviation-based Articles Page. And, PLEASE, take a moment to share your thoughts in the comments below.  

  Want to know how empathy resolves conflict, even in the most threatening workplace situations? Mike McNeill shows us how in the following true story. Mike McNeill is about to run into a very “unreasonable customer” As a captain on a de Havilland Dash-7 aircraft, Mike prepared to make a flight from Killeen, Texas, to Dallas. A 45-minute hop. Shortly after the airplane leveled off, a passenger came into the cockpit and suggested a new destination: Cuba. When McNeil turned around and saw an Uzi machine gun leveled at his head, he knew he would need more than flying skills to manage the crisis. At the trigger, was Hussein Kholya, a hyper young man in his 20s. Like a cobra out of its basket, the man was agitated and unpredictable. Bring out the magic: Empathy, sweetened with a bit of banter Mike knew the 4-engine de Havilland did not have enough fuel to make it to Cuba. Yet he had to be careful in rejecting the hijacker’s request out of hand. Therefore, McNeil and the copilot, Frank Flores, began to unwrap a subtle counter offer: Empathy – sweetened with a bit of banter.    McNeill and Flores calmly, and slowly, built rapport with Kholya, chatting with him, treating him like an equal. They brought out pictures of their families, talked openly, even injected some light-hearted humor. Flores had a college class that night. If he missed it without good reason, he’d be marked down. As the 3-men discussed the dilemma, McNeill came up with a common-sense solution. He asked Hussein if he could write a note to the teacher. Chuckling, Hussein dutifully wrote the note: “Please excuse Frank from class, due to his hijacking.” An easy, almost magical rapport was beginning to transform the relationship, clearly demonstrating how empathy, sweetened with a bit of banter was beginning to soften and even resolve the conflict. During Crisis, Humor is Healthy!  Indeed, Forbes Magazine confirms the wisdom of the wise-crack. In the article, Why Jokes are Helpful to Leaders in a Crisis, its reported, “a shared joke transforms two or more people into a conspiracy by releasing the neurotransmitter, oxytocin into the brain. This deepens rapport, intimacy, and trust.” What the crew were doing, was nothing short of brilliant. They gave Hussein what every human being craves: a sense of importance, and respect, sweetened with a touch of humor. By building a relationship with the hijacker, they transformed a high-level crisis, into a manageable situation of rapport and cooperation. Transforming a Situation: The Power of Rapport As the flight continued, Hussein’s demands began to soften. He made a concession: forget Cuba. Mexico would do. Mike obliged him. They turned the aircraft toward Laredo. By this time, the relationship (and attendant humor) began to ramp up. On the approach to land, Flores went so far as to “warn” Kholya of the impending landing. “After this guy (McNeill) lands, he said, you’ll need a chiropractor.” The machine-gun wielding hijacker, was now thoroughly enjoying the rapport, light banter, and camaraderie. Meanwhile, the Mexican equivalent of the FBI was notified and positioning themselves at the airport. After McNeill landed, the three men talked for hours. It took time and patience, but Hussein Kholya was finally persuaded to surrender to the Mexican authorities.  The “Flight Lesson:” How to Manage Your Real World Conflicts While the hijacking incident was extreme, it offers invaluable lessons for managing conflict, in low, and high-pressure situations. In fact, it’s almost guaranteed you will encounter your own type of “hijacker” sometime this week: unreasonable customers, frustrated colleagues, demanding friends, troublesome family members, even difficult or unruly children. How you handle those situations can define your success and sanity. 1. Mental Preparedness: Be Ready for the Unexpected The first key lesson from McNeill’s experience is preparation. Just as pilots prepare for turbulent weather, mechanical failures, or passenger disruptions, we must mentally prepare for the challenges that arise in our personal and professional lives. In other words, we must not be surprised or blindsided when trouble arrives, but remain calm and resolute under pressure. 2. Lead with Empathy Empathy may be considered a “soft skill,” but it’s also a powerful tool in diffusing tension. Whether you’re dealing with a disgruntled client or stressed-out colleague, the way you approach the situation can make all the difference. In McNeill’s case, he and his co-pilot turned a life-threatening dilemma into a peaceful resolution simply by tapping into a bit of empathy.   3. Build Relationships, Even in Conflict Every conflict is an opportunity to strengthen relationships. Just like McNeill and his crew, you can transform a relationship by building rapport and acknowledging the other person’s feelings, showing respect, and finding common ground. In fact, simple listening, shows respect, and is often enough to de-escalate a situation. How Can You Apply These Lessons? Take a moment to think about your own work environment. Are there situations where you feel “hijacked?” The following is a simple four-step formula (taken from our best-selling book, Pull Up! Lead, Succeed, and Achieve, Despite Snafus, Setbacks or Sucker Punches) to help you resolve conflicts before they escalate. To help you remember the key points, think of the word, “LEAD.” Keep this idea in your back pocket for quick and easy reference. You’ll discover it can be applied to everyday challenges, from managing your kids, to handling difficult clients, deals, or deadlines Conclusion: Be “the calm” in the storm Calm and cool leadership is needed now more than ever. McNeill’s true story gives us an excellent “flying lesson” where we can view challenging confrontations from a higher perch. With a bit of empathy, preparation, and a calm frame of mind, you can turn even the most threatening situations into opportunities for growth and resolution. So, the next time you feel “hijacked,” remember this lesson. Keep it light, show you care, and you’ll quickly discover how a little empathy resolves conflict in even the most threatening situations !   Check it out! For more aviation-based

Steve Jobs once said, “Your time is limited, so don’t waste it living someone else’s life.” When you finally find an endeavor or occupation that speaks to you, it may initially seem unconventional, crazy or even unattainable. Therefore, the last thing you need, is some naysayer to water down your passion with discouragement. Kazuko Uramatsu, a flight instructor from Tokyo, Japan, provides a beautiful example how she avoided a lifetime of regret, when someone close to her tried to discourage her from her flying dream.   Close to Losing Her Freedom Let’s take a peek at how Kazuko almost lost her freedom to fly, but then had the guts to finally say “sayonara” to a negative influence in her life. Her story starts out on a college campus. One day, a friend invited Kazuko to come to a club meeting on the quad. There, on the grassy knoll, sat a gleaming white, Schweitzer glider. To promote membership, the club displayed the glider to encourage students to join. Suddenly, a picture of freedom streamed across her mind. At that moment, the flying bug bit Kazuko. She had to fly. Cultural Turbulence Ahead – Men Only! In Japan, pilot occupations are traditionally viewed as a male dominated career. For example, as recent as this year, Asian Networks News (ANN) reported that female pilots account for a dismal 1.9% of all airline pilots in Japan. Yet, where women have traditionally been seen as housekeeper, mother, and maid, Kazuko was cut from a different kimono. She adored independence. However, that independence would soon set the stage for serious relationship turbulence. “If You Become a Pilot…We cannot marry” As soon as Kazuko began to take flying lessons, a not-so-subtle image popped up on her radar screen. Although Kazuko had the encouragement of her father, someone else in her life thought flying was a bad idea. A very bad idea.    At the time, Kazuko was dating a Japanese doctor. Unfortunately, the thought of flying did not sit well with him. One day, he floored Kazuko with an ultimatum, “if you become a pilot, we cannot marry.” When Someone Tries to Clip Your Wings, It’s time to Take a Stand Kazuko reeled. She finally found an occupation that, for the first time in her life, she tasted ultimate freedom. The message was clear. Kazuko had to choose between rings…or wings. The doctor got dumped. Kazuko’s courage paid off. She ultimately married a pilot, who not only loves her, but supports her need to fly, as well. The chains of traditional expectations were broken, and Kazuko became living proof that when you follow your passion, good things tend to come your way. The Lesson: To Avoid a Lifetime of Regret –  Be Assertive and Embrace Your Dreams Kazuko’s story isn’t just about flying—it’s a reminder for all of us to embrace our dreams, even when others try to hold us back. Life will always have its naysayers—family, friends, relatives, lovers, co-workers, and even strangers. All will gladly manage your life according to their perspective. But, as Steve Jobs wisely advised, “don’t waste time living someone else’s life.” Therefore, be assertive. As good-intentioned as others may be, no one knows your internal drive and desire, better than you. While others may tell you how to run the show, keep one thing in mind: it’s your show! In order to avoid a lifetime of regret, stand your ground. Embrace your dream. Refuse to let anyone discourage, dissuade, or undermine the dream. Whether it’s in the skies or everyday life, follow your passion with courage. Don’t let anyone try to snuff you stuff. Chose Freedom Over Conformity Kazuko’s assertiveness shows us, you don’t need to apologize for your ambition. In a world where expectations often keep people grounded due to cultural values, conformity, or “concern,” reject the naysayers, and chose to soar. The journey will be worth it. You’ll never regret choosing freedom over conformity. So, the next time someone tries to clip your wings, you now know what to tell them. “Sayonara!”   Want to live life with more confidence, freedom and grit? Then check out our best selling book, “Pull Up!”

In May 2001, I wrote an article for Plane & Pilot magazine, entitled Never too Old to Fly. A quarter century ago. Old stuff, right? In fact, just the opposite. Back then, interviewing people like Ralph Charles (the oldest pilot on the planet at 101), and Evelyn Johnson, an active instrument flight instructor and Designated Pilot Examiner (DPE), well into her 90’s, was a game changer for me. These people were hot. They loved life and were beyond passionate. I wanted to know more. What’s the common denominator? Since then, I’ve interviewed pilots and non-pilots alike to uncover the common denominator behind their zest for life and seemingly ageless demeanor. A recurring theme has consistently emerged: these individuals simply discovered and pursued activities that brought them genuine joy. Few, if any, ever found themselves trapped in jobs they despised, grinding out an existence day after day in roles they abhorred. Instead, they maintained a positive outlook and, whenever possible, embraced an active lifestyle that kept them resilient and vibrant. Girlfriends and speeding at 103 Case in point: While interviewing Ralph Charles at his ranch in Somerset, Ohio, I asked him point blank, if he thought he might be too old to fly at 101 years old. He snorted back, “Hell no!” Then proceeded to show me some of his semi-aerobatic flying maneuvers later that afternoon. The guy simply didn’t let his age, dictate the game. In fact, a couple years later, at the age of 103, he was nailed for speeding, while taking his girlfriend, “Toots” home for the evening! (the actual telephone conversation can be heard at, Tillison.com -> Videos). The secret to finding passion More recently, I had the distinct privilege of meeting up with the last surviving P-51 fighter ace of WWII. Bud Anderson was a “gentlemen’s fighter.” One of the nicest, easy-going guys in two shoes. However, as Chuck Yeager would say, “In an airplane…the guy was a mongoose.” But during the interview Bud said something that struck me. As we talked about jobs, life-goals, and flying in general, he spilled the beans.  After a moment of reflection, he simply said emphatically, “If you get a job you like to do… you can accel.” Therein lies the kicker that’s killing people. Many people in fact, don’t like what they’re doing. With no real purpose or passion, they’re mentally, spiritually, and all too often, physically, dropping dead. It doesn’t have to be this way, if you have the guts seek the passion path. Beating the money trap A few years back, I had an attorney as a flight student. His law firm was thriving. Yet one day he approached me with a surprising confession: “I’m done with law. I’m just not happy with the work.” He proceeded to tell me he wanted to change occupations and pursue his flight instructor rating. At the time, my jaw dropped knowing the extreme plunge in income he would experience. But I now understand. Time is fleeting and there’s nothing in the world more important that to live your life with the freedom to chase your passion, not your pension. If you have to take a pay cut, sell the truck, or walk from the dead-end job, do it. The most devastating and irreversible outcome at life’s end is regret.  Like Steve Jobs so adroitly said in his speech to the Stanford graduates, “You’ve got to find what you love. Don’t settle.” Do this, to set yourself free So here’s my “flight lesson” to you. Find your fire. No matter what. Don’t settle. Do the search. If you feel that you’re in an inescapable rut, you must “escape” n as if your life depends on it. Because it does. So how do you proceed? Here’s your immediate action plan. It’ll take 15 minutes of your time, so buck, up and prepare to invest 15 big ones…like right now. First off, grab a pen and paper. Set a timer. Take exactly ten minutes and “go bold.” That is, write down every personal and career possibility you can imagine, without judgment or concern for practicality. Let your ideas flow freely. Write fast, and with abandon. When the timer sounds, give yourself five more minutes to review your list and identify the one idea that surprisingly seems most attainable. The one that stands out above the rest. You’ll most likely be amazed with the revelation that previously eluded you. Your life is too precious to spend unfulfilled. Keep in mind, your journey to find your passion is not just a luxury—it’s a necessity. A necessity for a life well-lived. So, embrace the search.  Don’t let any fear hold you back. Just take that first step. Adventure awaits—seize it and don’t look back. Your ”fire” will light the way.  

In 1989, United Airlines Flight 232 suffered a catastrophic engine failure that rendered the DC-10 uncontrollable. The following are 7 keys to crisis management used during the ordeal.  The flight was destined for Chicago when, cruising at 37,000 feet, the crew was jolted by an explosion from the back of the plane. The number two engine blown apart, sending shrapnel into the fuselage, and totally disabling all three of the aircraft’s hydraulic systems. During the near impossible ordeal, seven keys to crisis management become clear.  The crew now have no means of controlling pitch nor bank. They have no flaps to slow the jet down for final approach. And even if they do get the airplane down on the ground, they have no brakes to stop them.  Lesson #1 – Packing it in, is never an option. The crew is now piloting a 300,000-pound DC-10, without the luxury of being able to control it. The odds of losing all hydraulic power simultaneously are a billion to one. And, as Captain Al Haynes would tell me later in an interview, his initial thought was, “It can’t happen. You’ve been told over and over again, it can’t happen, but it didn’t take us very long to realize, I think it just did.” With ground based delemmas, sooner or later, most of us have to deal with the dire. Something so egregious and hopeless, that we feel completely out of control. Layoff, bankruptcy, divorce, death, or serious illness, can all leave us feeling hopeless. But the way you perceive a problem can make the difference between winning or losing.  By all accounts, the United predicament appeared hopeless. And by all indications, there is nothing the crew could do to change the outcome. But sometimes, contrary to indications or probability, you have to buck the odds. To insist that somewhere, somehow, a solution exists. This is where we can learn an invaluable lesson from airline crews: Packing it in…is never an option.  Lesson #2 – When you’re limits are “pushed,” you learn to fly above the chaos Keep in mind you’re going to face situations in your life, where you will be pushed beyond your perceived capabilities. Miles outside your comfort zone.  Things may appear hopeless, out of control, and screwed up, you’ll want to pack it in and quit. However, that is precisely the time you must hunker down, hold on, and fight. In other words, don’t give up. Life has an odd way of taking us right up to the edge of the cliff, and just as we are pushed off, we get wings. Think of it this way – each time you’re pushed off that so-called cliff, you log, “flight time.” You may have to flap like hell, but sooner or later you discover you can fly above the chaos.  With that thought in mind, let’s briefly return to Flight 232 to gain some insight. With the dilemma that faces them, the crew could certainly use some extraordinary results.  Lesson #3 – If “The Book” says it’s impossible – stop reading! The situation is much more serious than most modern-day flight system failures. The reason is simple. McDonnell Douglas, the manufacturer of the DC-10, considered the loss of all hydraulics so remote, that nothing was written in the manual to resolve the issue.  For a better understanding of the situation, let’s look at the blow-by-blow account of Flight 232.  Soon after the catastrophic engine failure, the tri-jet begins an uncontrolled descent. With no pitch control, the aircraft enters a series of phugoid oscillations – a roller coaster-like behavior of climbs and dives that gives the airplane a nearly uncontrollable flight characteristic.   The enormity of the crisis now becomes obvious, as the jet begins to have a mind of its own. Three separate times, the DC-10 nearly goes over on its back. With no hydraulics, an inverted roll will be an automatic death sentence for the lumbering jet. Lesson #4 – When under the gun, your mind sharpens Although the aircraft is now dangling on the ragged edge of uncontrolled flight, something remarkable begins to transpire in the cockpit. An incredible display of teamwork and raw determination are coming together. The cockpit becomes a beehive of ideas. “What if we try this? Do you think this will help?” The aircraft continues a series of right-hand oscillating spirals. An air traffic controller tracking the flight begs for some good news. “Can you guys hold altitude?” “Negative,” comes the reply.     More ideas. More experimentation. Denny Fitch, an off-duty instructor pilot, asks one of the flight attendants if he can give a hand. Haynes accepts.(Denny Fitch had actually studied the crash [and received simulator time] of Japan Air Lines Flight 123 in 1985, an almost identical  hydraulic system failure UAL 232 was now facing) Lesson #5 – Treat everyone as part of the team In a beautiful display of crew resource management, Haynes has the presence of mind to recognize Fitch as a new (and welcomed) part of the team. Haynes proceeds to bring his left hand over his shoulder for a brief handshake introducing himself to Fitch. Through a system of trial and error, the crew work their magic.  Al Haynes, Bill Records, DJ Dvorak, and Denny Fitch, feverishly but delicately baby the big jet to behave. As they continue to corkscrew to the right, the crew finally makes a breakthrough. By jockeying the power on the two remaining engines, they gain some directional control over the airplane. Still, the nearest airport is Sioux City, Iowa, some 75 miles away, and as Haynes admitted to me, “We had absolutely no idea how we were going to get there.”  Forty-five minutes later, the crew miraculously lines up with Runway 22 at Sioux City. Although the 6600-foot runway length is hopelessly short for a DC-10, it’s their only option. The crew knows, at best, they’re going to blow through the end of the runway and skid into a cornfield. The worst, isn’t contemplated.  Lesson #6

It was a push. Taking a private airplane into South America at a time when drug cartels nearly controlled some countries and kingpins like Pablo Escobar reined supreme. However, our three-month goodwill expedition by private airplane seem to be graced with serendipity, good luck, and great people. In country after country, our “Espiritu de las Americas” (Spirit of the Americas) tour provoked good vibes. Flat broke but inspired The trip was inspired by a breathtaking photograph. I saw on the cover of a flying magazine back in 1976. The picture was an aerial photo of Tikal, the lost city of the Maya, deep in the Yucatán jungle of Guatemala. Although my partner and I were just out of college, flat broke, and living in a closet-size apartment, we felt compelled to make this, Indiana Jones-like journey to Tikal. All told, the trip eventually morphed into a 13,000-mile trip, into the deeper reaches of the Amazon. At first glance, the whole idea seemed ludicrous. A private airplane expedition would cost tens of thousands of dollars. We barely had money to pay rent, let alone buzz around jungle archives in a rented Cessna. Therefore we had to save, budget, and bargain, to pull off the expedition. We guaranteed the owner of the Cessna Cardinal, at least 100 hours of flight, if he’d provide a wholesale rental rate. Aviation fuel in South America averaged 58 cent per gallon. We often slept under the wing, and ate with the locals. Not including the airplane, we budgeted six bucks a day for the entire expedition. Commandante kindness? Everywhere we went, we were greeted with open arms and graciousness. Medellin, Colombia was no exception. After we landed, we met the airport comandante and his staff. Even though we were just two young college kids. They served as coffee and treated as like a couple of big shots. It was great. Our Spanish was rough, but it didn’t matter. These guys were cool. The comandante’s eyes twinkled, “Tiene drogas?”   “Ha-haaa, si, si, of course,” I said, not quite understanding the question. The room suddenly became icy. No one was smiling anymore. God, what did I say? What changed the mood so quickly? What did the comandante say? After interminable silence, his assistant spit out the words again, “Tienen drogas en el avion?” Stupidity sucks I now understood the situation. I had been asked if we were bringing drugs into Colombia, which I gleefully responded, “Ha-haaa, yes, of course.” This silly yet informal statement carried some ugly consequences. Under Colombian drug seizure laws, the aircraft could become an expensive gift to the government – or a sneaky comandante. Was it a trap? A gringo setup? I felt sick to my stomach. More silence. More stares. The comandante then did something quite unexpected. He laughed. The comandante knew my Spanish was lacking and wanted to make a memorable impression. He succeeded. Although my language deficiency almost got us thrown into a Colombian cooler, the lesson was clear. Practice your Spanish, senior!

In 1968, our high school football team played Calaveras High, located in the mountain town of San Andreas, CA. The school boasted some big guys, and a championship record to boot.  At the time, I was a fairly underweight, 120-pound defensive end. Mr. Turner was our coach.  Calaveras decided to run a sweep around my end. A husky half-back was coming right at me, full speed. Unfortunately I got in the way. Our head-on collision nearly killed me. We both just laid there a couple of seconds. Magic in a moment Then something magical happened. From across the field, in front of God and the grandstands, Mr. Turner cups his hands and screams out, “Tillison, best defensive end in the league!”  At that moment, Turner could walk on water. I reveled in the moment. What an incredibly, unvarnished statement of recognition. I stood up a man. A different person. That fleeting display of positive reinforcement happened more than 50 years ago, yet it remains with me to this day.  Recognition: There’s no higher ROI   Now think of that for a moment. The time and energy expended by Turner…about 4 seconds. The length of its effectiveness, 50 years, and counting.  Here’s the subtle but powerful take-home point: A pat on the back, a scribbled note of thanks, a smile and a thumbs up, all take practically zero time and energy. Yet it’s astounding how seldom sincere appreciation, in whatever form, is dished out. This is exactly what makes the process so powerful. Nobody does it! Our recommendation? Do it.  Find someone to recognize. Invest a full 4-seconds in an unvarnished, no-nonsense, all-out, “call-out.” Be bold and generous in your praise. But be prepared. That moment may well be burned into the person’s psyche for at least a year…or maybe even, 50!