1. Stating the Obvious: THE PROBLEM IS RARELY THE PROBLEM.

2. THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* ** *Watergate, M Stewart, 90% of scandals **And: PERCEPTION IS ALL THERE IS!

3. OFTEN AS NOT/MORE OFTEN THAN NOT THE UNDERLYING PROBLEM IS IN FACT NOT MUCH OF A PROBLEM.

4. PERCEPTION IS ALL THERE IS. PERIOD.* *From Whole Foods to IBM to the corner deli

5. POWER WORDS! Im sorry.

6. Relationships (of all varieties) : THERE ONCE WAS A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

7. Stating the Obvious: MORE POWER WORDS/IDEAS

8. Thank You!

9. MBWA* *5,000 miles for a 5-minute face-to -face meeting (courtesy super- agent Mark McCormack)

10. Say it with … FLOWERS

11. POWER IDEAS! You must care. General Melvin Zais