we’re defying gravity in a silver metal tube seven miles above the surface of
tube seven miles above the surface of
tube seven miles above the surface of the earth heading home at last in a
the earth heading home at last in a
the earth heading home at last in a funny kind of way the hum of the jet
funny kind of way the hum of the jet
funny kind of way the hum of the jet engines in the dimly lit cabin are
engines in the dimly lit cabin are
engines in the dimly lit cabin are strangely soothing there’s some faint
strangely soothing there’s some faint
strangely soothing there’s some faint light from a few laptops most of the
light from a few laptops most of the
light from a few laptops most of the passengers are sleeping except for the
passengers are sleeping except for the
passengers are sleeping except for the lady next to me she’s got those red
lady next to me she’s got those red
lady next to me she’s got those red Beats headphones Bob in her head damn I
Beats headphones Bob in her head damn I
Beats headphones Bob in her head damn I keep meaning to order a pair of those I
keep meaning to order a pair of those I
keep meaning to order a pair of those I look out the window
take a picture beautiful sky moon hey I
take a picture beautiful sky moon hey I got Wi-Fi up here I can show up on
got Wi-Fi up here I can show up on
got Wi-Fi up here I can show up on Facebook and Twitter hashtag 38k feet
Facebook and Twitter hashtag 38k feet
Facebook and Twitter hashtag 38k feet hashtag living the dream hashtag Yolo
hashtag living the dream hashtag Yolo
hashtag living the dream hashtag Yolo now this plane starts diving metal
now this plane starts diving metal
now this plane starts diving metal coffee cans and coffee jugs are banging
coffee cans and coffee jugs are banging
coffee cans and coffee jugs are banging up on the front of plane means the milk
up on the front of plane means the milk
up on the front of plane means the milk cart goes whizzing down the aisle I’m
cart goes whizzing down the aisle I’m
cart goes whizzing down the aisle I’m thinking to myself did I see the pilots
thinking to myself did I see the pilots
thinking to myself did I see the pilots in the bar drinking before we got on the
in the bar drinking before we got on the
in the bar drinking before we got on the plane I’m gonna be sick where’s the
plane I’m gonna be sick where’s the
plane I’m gonna be sick where’s the little white bag I’m just gonna puke on
little white bag I’m just gonna puke on
little white bag I’m just gonna puke on my shirt my mom bought me this shirt I
my shirt my mom bought me this shirt I
my shirt my mom bought me this shirt I should call my mom I should call the
should call my mom I should call the
should call my mom I should call the kids my iPhone doesn’t work oh my god
kids my iPhone doesn’t work oh my god
kids my iPhone doesn’t work oh my god this is Yolo close my eyes put my head
this is Yolo close my eyes put my head
this is Yolo close my eyes put my head back brace myself and then we level off
back brace myself and then we level off
back brace myself and then we level off don’t panic folks just hit some major
don’t panic folks just hit some major
don’t panic folks just hit some major turbulence it’s gonna be a bumpy ride
turbulence it’s gonna be a bumpy ride
turbulence it’s gonna be a bumpy ride fasten your seat belts
fasten your seat belts
fasten your seat belts I look over at the lady next to me she’s
I look over at the lady next to me she’s
I look over at the lady next to me she’s shaking I’m shaking we’re all shaking
shaking I’m shaking we’re all shaking
shaking I’m shaking we’re all shaking are you ok I think I’m gonna be sick
are you ok I think I’m gonna be sick
are you ok I think I’m gonna be sick and I know what you’re thinking I’m not
and I know what you’re thinking I’m not
and I know what you’re thinking I’m not a wimp
a wimp
a wimp I fly a lot of miles this was the worst
I fly a lot of miles this was the worst
I fly a lot of miles this was the worst turbulence I’ve ever experienced
turbulence I’ve ever experienced
turbulence I’ve ever experienced we all thought we were gonna die so a
we all thought we were gonna die so a
we all thought we were gonna die so a week later don’t ask me why but I’m back
week later don’t ask me why but I’m back
week later don’t ask me why but I’m back on the same flight I had to get home all
on the same flight I had to get home all
on the same flight I had to get home all the other flights were sold out I board
the other flights were sold out I board
the other flights were sold out I board the plane and I see Andy he was the
the plane and I see Andy he was the
the plane and I see Andy he was the friendly flight attendant last week who
friendly flight attendant last week who
friendly flight attendant last week who came over and smuggled me some of those
came over and smuggled me some of those
came over and smuggled me some of those little minibar bottles of vodka hey Andy
little minibar bottles of vodka hey Andy
little minibar bottles of vodka hey Andy same pilots as last week he smiles and
same pilots as last week he smiles and
same pilots as last week he smiles and shakes his head I feel a little better
shakes his head I feel a little better
shakes his head I feel a little better but I’m still anxious I take my seat we
but I’m still anxious I take my seat we
but I’m still anxious I take my seat we take off we’re up in the air we’re about
take off we’re up in the air we’re about
take off we’re up in the air we’re about an hour and a half into the flight and
an hour and a half into the flight and
an hour and a half into the flight and so far so good no one planned nosedives
so far so good no one planned nosedives
so far so good no one planned nosedives lookout not a full moon anymore but a
lookout not a full moon anymore but a
lookout not a full moon anymore but a pretty good-looking moon skies pretty
pretty good-looking moon skies pretty
pretty good-looking moon skies pretty blue and then it happens ladies and
blue and then it happens ladies and
blue and then it happens ladies and gentlemen good evening
gentlemen good evening
gentlemen good evening this is captain Thompson up in the
this is captain Thompson up in the
this is captain Thompson up in the cockpit folks just wanted to let you
cockpit folks just wanted to let you
cockpit folks just wanted to let you know that we’re coming up on an area
know that we’re coming up on an area
know that we’re coming up on an area known for rough patches of turbulence
known for rough patches of turbulence
known for rough patches of turbulence it’s gonna get a little bumpy folks but
it’s gonna get a little bumpy folks but
it’s gonna get a little bumpy folks but we’ve got this under control
we’ve got this under control
we’ve got this under control so please stay in your seats fasten your
so please stay in your seats fasten your
so please stay in your seats fasten your seat belts we’re gonna slightly alter
seat belts we’re gonna slightly alter
seat belts we’re gonna slightly alter course and everything’s going to be just
course and everything’s going to be just
course and everything’s going to be just fine
we actually did hit some turbulence and
we actually did hit some turbulence and it was pretty bumpy but it was nothing
it was pretty bumpy but it was nothing
it was pretty bumpy but it was nothing like the week before we had the notice
like the week before we had the notice
like the week before we had the notice we felt better it wasn’t as choppy I get
we felt better it wasn’t as choppy I get
we felt better it wasn’t as choppy I get off the plane walking through the
off the plane walking through the
off the plane walking through the terminal I see the little mini Starbucks
terminal I see the little mini Starbucks
terminal I see the little mini Starbucks over there hey there’s captain Thompson
over there hey there’s captain Thompson
over there hey there’s captain Thompson I can’t help myself I walk over that was
I can’t help myself I walk over that was
I can’t help myself I walk over that was amazing you did such a good job tonight
amazing you did such a good job tonight
amazing you did such a good job tonight thank you so much on behalf of myself
thank you so much on behalf of myself
thank you so much on behalf of myself the other passengers I kind of felt like
the other passengers I kind of felt like
the other passengers I kind of felt like I was the announcement of the airline
what was so different because I was on
what was so different because I was on the same flight a week ago and it was
the same flight a week ago and it was
the same flight a week ago and it was awful he just kind of tilted his head
awful he just kind of tilted his head
awful he just kind of tilted his head and he smiled and you said I guess
and he smiled and you said I guess
and he smiled and you said I guess that’s what a few tours of duty will do
that’s what a few tours of duty will do
that’s what a few tours of duty will do for you in combat when you’re up in the
for you in combat when you’re up in the
for you in combat when you’re up in the air you’ve got to own every second he
air you’ve got to own every second he
air you’ve got to own every second he was a military pilot callsign black ace
we said our goodbyes
we said our goodbyes I’m leaving the airport and walking out
I’m leaving the airport and walking out
I’m leaving the airport and walking out I’m trying to thinking to myself of
I’m trying to thinking to myself of
I’m trying to thinking to myself of turbulence in general and how it hits us
turbulence in general and how it hits us
turbulence in general and how it hits us at different parts of our lives
at different parts of our lives
at different parts of our lives and for the longest time I thought
and for the longest time I thought
and for the longest time I thought leaders were good at avoiding turbulence
leaders were good at avoiding turbulence
leaders were good at avoiding turbulence but what I started to think then is that
but what I started to think then is that
but what I started to think then is that good leaders own the turbulence Capps
good leaders own the turbulence Capps
good leaders own the turbulence Capps and Thompson didn’t avoid it he owned it
and Thompson didn’t avoid it he owned it
and Thompson didn’t avoid it he owned it so I finally get home and I’m kind of
so I finally get home and I’m kind of
so I finally get home and I’m kind of excited about this new thought process
excited about this new thought process
excited about this new thought process and I’m a researcher and I want to start
and I’m a researcher and I want to start
and I’m a researcher and I want to start researching things so I go on Google and
researching things so I go on Google and
researching things so I go on Google and I look up turbulence happens often very
I look up turbulence happens often very
I look up turbulence happens often very rarely does it result in harm to people
rarely does it result in harm to people
rarely does it result in harm to people especially if they’re wearing their
especially if they’re wearing their
especially if they’re wearing their seatbelts so a little PSA to wear your
seatbelts so a little PSA to wear your
seatbelts so a little PSA to wear your seatbelts and in the last 30 years only
seatbelts and in the last 30 years only
seatbelts and in the last 30 years only two major accidents attributable to
two major accidents attributable to
two major accidents attributable to turbulence and most likely could have
turbulence and most likely could have
turbulence and most likely could have been avoided had the pilots managed the
been avoided had the pilots managed the
been avoided had the pilots managed the turbulence in the situation differently
turbulence in the situation differently
turbulence in the situation differently so I write down managing turbulence now
so I write down managing turbulence now
so I write down managing turbulence now start thinking how this applies in our
start thinking how this applies in our
start thinking how this applies in our daily lives
daily lives
daily lives turbulence conflict crisis volatility
turbulence conflict crisis volatility
turbulence conflict crisis volatility we’re all gonna hit it at home on our
we’re all gonna hit it at home on our
we’re all gonna hit it at home on our campus in our workplace and left
campus in our workplace and left
campus in our workplace and left unchecked we will crash so we’ve been
unchecked we will crash so we’ve been
unchecked we will crash so we’ve been studying for a while out in the
studying for a while out in the
studying for a while out in the workplace how the best leaders are
workplace how the best leaders are
workplace how the best leaders are managing turbulence and our current
managing turbulence and our current
managing turbulence and our current research brings together a robust data
research brings together a robust data
research brings together a robust data set on how top performing CEOs are
set on how top performing CEOs are
set on how top performing CEOs are handling turbulence in crisis at their
handling turbulence in crisis at their
handling turbulence in crisis at their companies and we’re finding three
companies and we’re finding three
companies and we’re finding three overlapping practices they anticipate
overlapping practices they anticipate
overlapping practices they anticipate they communicate and they quickly
they communicate and they quickly
they communicate and they quickly execute anticipate leaders don’t always
execute anticipate leaders don’t always
execute anticipate leaders don’t always know turbulence is coming take the
know turbulence is coming take the
know turbulence is coming take the financial meltdown of 2009 456 banks
financial meltdown of 2009 456 banks
financial meltdown of 2009 456 banks worldwide closed down thousands of
worldwide closed down thousands of
worldwide closed down thousands of businesses closed down disastrous
businesses closed down disastrous
businesses closed down disastrous consequences 500,000 families and the
consequences 500,000 families and the
consequences 500,000 families and the United States alone lost their homes
United States alone lost their homes
United States alone lost their homes five million had to move over a
five million had to move over a
five million had to move over a five-year period but some CEOs did
five-year period but some CEOs did
five-year period but some CEOs did anticipate the crash they thought to
anticipate the crash they thought to
anticipate the crash they thought to themselves hmm my home appraisal just
themselves hmm my home appraisal just
themselves hmm my home appraisal just came in and that’s double what it was
came in and that’s double what it was
came in and that’s double what it was last year real estate prices across the
last year real estate prices across the
last year real estate prices across the country are skyrocketing the stock
country are skyrocketing the stock
country are skyrocketing the stock markets through the roof I keep reading
markets through the roof I keep reading
markets through the roof I keep reading about these adjustable rate mortgages
about these adjustable rate mortgages
about these adjustable rate mortgages and I don’t know how people are gonna be
and I don’t know how people are gonna be
and I don’t know how people are gonna be able to afford the increased payments in
able to afford the increased payments in
able to afford the increased payments in a couple years and just this morning my
a couple years and just this morning my
a couple years and just this morning my gardeners gossiping with me about how
gardeners gossiping with me about how
gardeners gossiping with me about how the doctor down the street
the doctor down the street
the doctor down the street flipped four houses last month
flipped four houses last month
flipped four houses last month something’s not right here
something’s not right here
something’s not right here and those CEOs made the calls they spoke
and those CEOs made the calls they spoke
and those CEOs made the calls they spoke to the experts Kathy what’s your take on
to the experts Kathy what’s your take on
to the experts Kathy what’s your take on these derivative swaps Bob what do we
these derivative swaps Bob what do we
these derivative swaps Bob what do we know about subprime mortgages how can
know about subprime mortgages how can
know about subprime mortgages how can those hurt the
those hurt the
those hurt the communities that we serve or take
communities that we serve or take
communities that we serve or take Hurricane Katrina anticipate leadership
Hurricane Katrina anticipate leadership
Hurricane Katrina anticipate leadership was on autopilot they got the call days
was on autopilot they got the call days
was on autopilot they got the call days before Katrina hit hey we got a stage
before Katrina hit hey we got a stage
before Katrina hit hey we got a stage five right off the coast we better act
five right off the coast we better act
five right off the coast we better act they waited too long and as a result
they waited too long and as a result
they waited too long and as a result eighteen hundred and thirty six people
eighteen hundred and thirty six people
eighteen hundred and thirty six people died thousands of people lost their home
died thousands of people lost their home
died thousands of people lost their home and over a hundred and eight billion
and over a hundred and eight billion
and over a hundred and eight billion dollars of damage what happens when we
dollars of damage what happens when we
dollars of damage what happens when we can’t anticipate we all remember the
can’t anticipate we all remember the
can’t anticipate we all remember the morning of September 11th when those
morning of September 11th when those
morning of September 11th when those planes hit the towers and the Pentagon
planes hit the towers and the Pentagon
planes hit the towers and the Pentagon and unlike Katrina there’s no way
and unlike Katrina there’s no way
and unlike Katrina there’s no way that leaders or us could anticipate
that leaders or us could anticipate
that leaders or us could anticipate exactly what was going to happen but in
exactly what was going to happen but in
exactly what was going to happen but in a way we were a little prepared and
a way we were a little prepared and
a way we were a little prepared and there had been some anticipation there
there had been some anticipation there
there had been some anticipation there had been safety drills in simulations
had been safety drills in simulations
had been safety drills in simulations and procedures in place for major
and procedures in place for major
and procedures in place for major catastrophes to happen and that helps
catastrophes to happen and that helps
catastrophes to happen and that helps save the lives of thousands and hundreds
save the lives of thousands and hundreds
save the lives of thousands and hundreds of thousands of people and helped
of thousands of people and helped
of thousands of people and helped restore semblance of order much quicker
restore semblance of order much quicker
restore semblance of order much quicker than usual the second practice that
than usual the second practice that
than usual the second practice that we’re finding our top performing ceos is
we’re finding our top performing ceos is
we’re finding our top performing ceos is communicate not just within their teams
communicate not just within their teams
communicate not just within their teams to gather data and not just to spin
to gather data and not just to spin
to gather data and not just to spin things but more importantly to
things but more importantly to
things but more importantly to communicate with everyone involved to
communicate with everyone involved to
communicate with everyone involved to reassure them we’re on top of this it’s
reassure them we’re on top of this it’s
reassure them we’re on top of this it’s not as bad as we thought we have a new
not as bad as we thought we have a new
not as bad as we thought we have a new plan hang in there
and through our research we’ve learned a
and through our research we’ve learned a vital technique you ready
don’t panic so you hate it when people
don’t panic so you hate it when people say don’t panic in all the panicle
say don’t panic in all the panicle
say don’t panic in all the panicle situations in the world yes I just made
situations in the world yes I just made
situations in the world yes I just made panic abullah and all the panic Abul
panic abullah and all the panic Abul
panic abullah and all the panic Abul situations in the world saying don’t
situations in the world saying don’t
situations in the world saying don’t panic
panic
panic never has helped it’s kind of up there
never has helped it’s kind of up there
never has helped it’s kind of up there on the list of top things not to say to
on the list of top things not to say to
on the list of top things not to say to your spouse right below calm down the
your spouse right below calm down the
your spouse right below calm down the best leaders never say don’t panic not
best leaders never say don’t panic not
best leaders never say don’t panic not like the first pilot you remember the
like the first pilot you remember the
like the first pilot you remember the first words out of his mouth don’t panic
first words out of his mouth don’t panic
first words out of his mouth don’t panic the third piece that we’re finding is
the third piece that we’re finding is
the third piece that we’re finding is that CEOs are executing and that’s how
that CEOs are executing and that’s how
that CEOs are executing and that’s how they’re really owning the crisis first
they’re really owning the crisis first
they’re really owning the crisis first they anticipate then they communicate
they anticipate then they communicate
they anticipate then they communicate and then they execute they’re relying on
and then they execute they’re relying on
and then they execute they’re relying on their teams to gather data they’re
their teams to gather data they’re
their teams to gather data they’re running fast analysis and then they’re
running fast analysis and then they’re
running fast analysis and then they’re swiftly executing they’re not thinking
swiftly executing they’re not thinking
swiftly executing they’re not thinking houses can impact our share price or
houses can impact our share price or
houses can impact our share price or worse how can we spin this one of my
worse how can we spin this one of my
worse how can we spin this one of my most significant experiences with
most significant experiences with
most significant experiences with execution is when I was working at a
execution is when I was working at a
execution is when I was working at a dot-com company so it’s December 22nd
dot-com company so it’s December 22nd
dot-com company so it’s December 22nd 2000 and I’m at one of those fancy comms
2000 and I’m at one of those fancy comms
2000 and I’m at one of those fancy comms spending millions of dollars on fancy
spending millions of dollars on fancy
spending millions of dollars on fancy offices $2,500 office chairs ping-pong
offices $2,500 office chairs ping-pong
offices $2,500 office chairs ping-pong foosball kind of sounds like what’s
foosball kind of sounds like what’s
foosball kind of sounds like what’s going on now with a bubble we’ll talk
going on now with a bubble we’ll talk
going on now with a bubble we’ll talk about that later
about that later
about that later so I’m sitting in my office full window
so I’m sitting in my office full window
so I’m sitting in my office full window I’ve got a view of the boardwalk the
I’ve got a view of the boardwalk the
I’ve got a view of the boardwalk the sand and the ocean there’s some roller
sand and the ocean there’s some roller
sand and the ocean there’s some roller skaters going by palm tree the phone
skaters going by palm tree the phone
skaters going by palm tree the phone rings I’m in a great mood hello
rings I’m in a great mood hello
rings I’m in a great mood hello oh it’s our chairman
the venture capitalists pulled all our
the venture capitalists pulled all our funding we had to quickly put a plan
funding we had to quickly put a plan
funding we had to quickly put a plan together and execute within the next
together and execute within the next
together and execute within the next couple days to save our company and in
couple days to save our company and in
couple days to save our company and in this case that meant letting 35 people
this case that meant letting 35 people
this case that meant letting 35 people go just a few days before Christmas
go just a few days before Christmas
go just a few days before Christmas somebody said hey let’s just have Jen
somebody said hey let’s just have Jen
somebody said hey let’s just have Jen and HR do it I shook my head I said no
and HR do it I shook my head I said no
and HR do it I shook my head I said no we own this we’re accountable we’re
we own this we’re accountable we’re
we own this we’re accountable we’re responsible we need to be in that room
responsible we need to be in that room
responsible we need to be in that room with them so we hold ourselves up in
with them so we hold ourselves up in
with them so we hold ourselves up in conference room a that afternoon and
conference room a that afternoon and
conference room a that afternoon and that was a brutal time a lot of those
that was a brutal time a lot of those
that was a brutal time a lot of those people that we let go of my close
people that we let go of my close
people that we let go of my close friends people who’d put money into the
friends people who’d put money into the
friends people who’d put money into the company that I’d known for 15 or 20
company that I’d known for 15 or 20
company that I’d known for 15 or 20 years and I’ll never forget about
years and I’ll never forget about
years and I’ll never forget about halfway through there was a woman single
halfway through there was a woman single
halfway through there was a woman single mom of three and as we’re in her exit
mom of three and as we’re in her exit
mom of three and as we’re in her exit interview she says hey can we hurry this
interview she says hey can we hurry this
interview she says hey can we hurry this up I need to get to Toys R Us and inside
up I need to get to Toys R Us and inside
up I need to get to Toys R Us and inside I’m thinking wow how can she be thinking
I’m thinking wow how can she be thinking
I’m thinking wow how can she be thinking about Toys R Us at a moment like this
about Toys R Us at a moment like this
about Toys R Us at a moment like this and then she finishes her sentence I’ve
and then she finishes her sentence I’ve
and then she finishes her sentence I’ve got to go return most of the toys
got to go return most of the toys
got to go return most of the toys because we’re gonna need that money for
because we’re gonna need that money for
because we’re gonna need that money for other things as she was walking out of
other things as she was walking out of
other things as she was walking out of the conference room she turned around
the conference room she turned around
the conference room she turned around she looked at us and she said I know you
she looked at us and she said I know you
she looked at us and she said I know you didn’t have to be here today and I
didn’t have to be here today and I
didn’t have to be here today and I appreciate that you were thank you I
appreciate that you were thank you I
appreciate that you were thank you I still felt like a jerk and I can’t take
still felt like a jerk and I can’t take
still felt like a jerk and I can’t take credit for being there that day or for
credit for being there that day or for
credit for being there that day or for the rest of the team who joined me I was
the rest of the team who joined me I was
the rest of the team who joined me I was thinking about somebody else who managed
thinking about somebody else who managed
thinking about somebody else who managed crisis
crisis
crisis Martin Luther King jr. when he said the
Martin Luther King jr. when he said the
Martin Luther King jr. when he said the true measure of a man is not where he
true measure of a man is not where he
true measure of a man is not where he stands in times of comfort and
stands in times of comfort and
stands in times of comfort and convenience but rather where he stands
convenience but rather where he stands
convenience but rather where he stands in times of challenge and controversy
in times of challenge and controversy
in times of challenge and controversy and I didn’t know it at the time but
and I didn’t know it at the time but
and I didn’t know it at the time but thanks to MLK
thanks to MLK
thanks to MLK we were owning that crisis and we were
we were owning that crisis and we were
we were owning that crisis and we were there for those people and here’s an
there for those people and here’s an
there for those people and here’s an interesting twist about two years later
interesting twist about two years later
interesting twist about two years later the woman who needed to get to Toys R Us
the woman who needed to get to Toys R Us
the woman who needed to get to Toys R Us called me she had joined a new company
called me she had joined a new company
called me she had joined a new company they had an executive position and she
they had an executive position and she
they had an executive position and she commended me for that position kind of a
commended me for that position kind of a
commended me for that position kind of a silver lining to a terrible volatile
silver lining to a terrible volatile
silver lining to a terrible volatile situation
situation
situation so we’re all gonna hit bumps we don’t
so we’re all gonna hit bumps we don’t
so we’re all gonna hit bumps we don’t know when it’s coming or what it’s going
know when it’s coming or what it’s going
know when it’s coming or what it’s going to be and hopefully none of you will
to be and hopefully none of you will
to be and hopefully none of you will ever have to face a major catastrophe
ever have to face a major catastrophe
ever have to face a major catastrophe when it does use the framework that we
when it does use the framework that we
when it does use the framework that we have inspired by captain Thompson black
have inspired by captain Thompson black
have inspired by captain Thompson black ace anticipate communicate and execute
ace anticipate communicate and execute
ace anticipate communicate and execute because remember it’s how we own and
because remember it’s how we own and
because remember it’s how we own and manage turbulence that determines the
manage turbulence that determines the
manage turbulence that determines the outcome for everyone thank you
outcome for everyone thank you
outcome for everyone thank you [Applause]
”
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