Joe Navarro

Observation, you know, the great example is a parent who can observe the immediate needs of children and so forth. And I see people now that they're so—I was at the airport yesterday coming here, and there was a family that the whole time they were waiting not once talked to each other, nor were they aware of what the others were doing.

Observation, you know, the great example is a parent who can observe the immediate needs of children and so forth. And I see people now that they're so—I was at the airport yesterday coming here, and there was a family that the whole time they were waiting not once talked to each other, nor were they aware of what the others were doing.

I find that difficult because when my daughter was growing up, I never took my eyes off of her. I see people on their devices, as this whole family was, and they're missing out on a lot of things, a lot of information. The great inventions are made through observation. Velcro. Do you know the story of Velcro? No.

I find that difficult because when my daughter was growing up, I never took my eyes off of her. I see people on their devices, as this whole family was, and they're missing out on a lot of things, a lot of information. The great inventions are made through observation. Velcro. Do you know the story of Velcro? No.

In the middle of World War II, a Swiss guy goes up in the mountains and comes back hiking, right? And he looks at his socks and he says, man, these chiggers, these little... Is it a plant? Yeah, it's just the little seedlings that they give off that stick to things. Here in America, we call them stickers. There's all sorts of names.

In the middle of World War II, a Swiss guy goes up in the mountains and comes back hiking, right? And he looks at his socks and he says, man, these chiggers, these little... Is it a plant? Yeah, it's just the little seedlings that they give off that stick to things. Here in America, we call them stickers. There's all sorts of names.

And he looks at it under a microscope, and he notices that they don't just stick out. They're actually curved. And in curving, they get stuck on everything. So he says, I'll just invent this. Now, what's interesting, we talk about observation, is he had seen this one time. How many millions of people had seen it? But it's the observer that can capitalize on it.

And he looks at it under a microscope, and he notices that they don't just stick out. They're actually curved. And in curving, they get stuck on everything. So he says, I'll just invent this. Now, what's interesting, we talk about observation, is he had seen this one time. How many millions of people had seen it? But it's the observer that can capitalize on it.

And that's why I tell executives, when you hire, hire good observers, because they're going to save you. They're the ones that are going to say, hey, I'm seeing some trends here that are bad. So observation is key. And then we transition right into the next one is, Most people think communication is just about words.

And that's why I tell executives, when you hire, hire good observers, because they're going to save you. They're the ones that are going to say, hey, I'm seeing some trends here that are bad. So observation is key. And then we transition right into the next one is, Most people think communication is just about words.

And communication is principally, most effectively, and most influential a nonverbal across every culture. And the misconception that words triumph over nonverbals, go to a funeral. Go to a funeral and see how well words work versus putting your arm around somebody and let them sob on your shoulder. It's the primary means by which we communicate. It's the primary means by which we show we care.

And communication is principally, most effectively, and most influential a nonverbal across every culture. And the misconception that words triumph over nonverbals, go to a funeral. Go to a funeral and see how well words work versus putting your arm around somebody and let them sob on your shoulder. It's the primary means by which we communicate. It's the primary means by which we show we care.

And it's the primary means by which we show empathy.

And it's the primary means by which we show empathy.

It's the action. It's doing something, as I talk in the book, be exceptional. Do something that is pro-social or beneficial, but don't wait. Right. The worst thing we can do, if you want to let people know that you don't care, take your time. And this happens all the time. You go to a counter, you walk up to a counter and say, hey, you know, I'd love some help with this.

It's the action. It's doing something, as I talk in the book, be exceptional. Do something that is pro-social or beneficial, but don't wait. Right. The worst thing we can do, if you want to let people know that you don't care, take your time. And this happens all the time. You go to a counter, you walk up to a counter and say, hey, you know, I'd love some help with this.

You know, and then they just, well, I don't know. Let me check in the back. And they take their time walking to the back and then they take time walking back. You might as well be shouting, I don't care. What I tell managers is, that's your responsibility. Why did you hire someone who can't move at the speed of light? Because movement is equated with caring.

You know, and then they just, well, I don't know. Let me check in the back. And they take their time walking to the back and then they take time walking back. You might as well be shouting, I don't care. What I tell managers is, that's your responsibility. Why did you hire someone who can't move at the speed of light? Because movement is equated with caring.

So if that's their attitude, you might as well have a sign that says, I don't care. Now, you could say, well, you know, maybe they have a mobility problem. Fine. Fronted. I'd say, you know what? It's going to take me a minute because I just had my hip replaced, but I'm going to address it right now. We can forgive. But when we don't show we care by action, that is so immediate.

So if that's their attitude, you might as well have a sign that says, I don't care. Now, you could say, well, you know, maybe they have a mobility problem. Fine. Fronted. I'd say, you know what? It's going to take me a minute because I just had my hip replaced, but I'm going to address it right now. We can forgive. But when we don't show we care by action, that is so immediate.