Readwise Highlights

there are a few that you will find that you will use in the beginning of nearly every negotiation. “What is the biggest challenge you face?” is one of those questions. It just gets the other side to teach you something about themselves, which is critical to any negotiation because all negotiation is an information-gathering process. Here are some

To be precise, according to our research, any customer service interaction is four times more likely to drive disloyalty than to drive loyalty (see figure 1.5).

“Let’s put price off to the side for a moment and talk about what would make this a good deal.”

I praise its decentralization, and its willingness to empower booksellers at the local stores.

But Daunt used the pandemic as an opportunity to “weed out the rubbish” in the stores. He asked employees in the outlets to take every book off the shelf, and re-evaluate whether it should stay. Every section of the store needed to be refreshed and made appealing.

The Impact Filter, as a one-page document, solves this most pervasive leadership conundrum, and is comprised of the following questions: What is the project? Purpose: What do you want to accomplish? Importance: What’s the biggest difference this will make? Ideal Outcome: What does the completed project look like? Best Result: If you do take action?

People learn when they’re surprised. Not when they read the right answer, or are told they’re doing it wrong, but when they experience a gap between expectations and reality.

Oaktree’s investment philosophy doesn’t prohibit having opinions, just acting as if they’re right.

DS: Here’s my simple framework for judging ideas:

1. Potential: If it worked, how big could it be?




2. Probability: What are the chances it’ll work?




3. Proximity: How close is this to things I care about, know about, or am passionate about?

The weights will be different based on your situation. For example, early in my career, “probability” was important. I