Great on the Job

1. Communication is a practical, learnable skill, not just innate talent.

You could improve on that, many of you, and I certainly could have when I got out, just in terms of learning communication skills.

Communication is crucial. Warren Buffett highlights that communication skills are incredibly valuable, potentially adding significant capital value to your career. Despite this, these essential skills are rarely formally taught, leaving most professionals to learn through trial and error. This experiential learning often falls short in critical workplace situations.

Practical strategies exist. The book introduces the Great on the Job (GOTJ) methodology, founded on the premise that communication can be broken down into a science. It offers simple, tactical, 1-2-3 step processes and example language for daily workplace interactions. The goal is to provide tangible tools to communicate effectively, strategically, and persuasively.

Learnable, not innate. GOTJ turns "soft" communication skills into "hard," technical skills that can be learned, practiced, and implemented immediately. By analyzing hundreds of conversations, the methodology provides situational analysis, action strategies, example language, and troubleshooting tips. This approach aims to revolutionize workplace interaction and make you a better, more productive, and happier professional.

2. Embrace the GIFT: Generosity, Initiative, Forward Momentum, Transparency.

Generosity, Initiative, Forward Momentum, and Transparency: they are the GIFT of Great on the Job and they will come into play repeatedly as you move through the book.

GIFT principles guide action. These four core themes underpin effective workplace communication and are woven throughout the book's strategies. Understanding and integrating GIFT into your daily actions helps you communicate better, build alliances, and avoid missteps. They are the high-level concepts that make the practical strategies more impactful.

Generosity builds goodwill. Being generous means sharing information openly, giving credit readily, prioritizing others' needs when necessary, and helping colleagues. It shows you are a team player, makes people like you, and creates positive karma. Mark Cuban's example of saying "we missed the second shot" instead of blaming a player illustrates collective responsibility and generosity.

Initiative, Momentum, Transparency drive success. Initiative is about being strategically proactive and making things happen, often using the LEARN strategy (Learn, Excel, Assist, Redirect, Network). Forward Momentum means nurturing relationships and ending conversations with a path for future interaction. Transparency involves being honest, upfront, and sharing information readily, building credibility and efficiency.

3. Master the basics: Start and end conversations effectively and respectfully.

You’ll make an impression just by not taking for granted that [someone] was lying there in a hammock, eating chocolates and reading movie magazines, hoping someone would telephone.

Respect time upfront. The simplest yet most overlooked courtesy is asking someone if they have a moment to speak before launching into a conversation, whether by phone or in person. This shows respect for their time and acknowledges that they may be busy or unprepared to talk. Failing to do so can annoy the other person and hinder your ability to achieve your goal.

The Three-Step Hello:

1. Introduction: State your full name and affiliation clearly.
2. Purpose of your call: Immediately state why you are contacting them.
3. Key question: Ask if they have a few minutes or if it's a good time.
   This structure establishes you as professional and gives the other person an easy "out" if needed, as demonstrated in the author's successful call with Pat Harding.

The Two-Step Good-Bye:

1. Thank you: Express gratitude for their time, even if the conversation wasn't particularly helpful.
2. Forward momentum: End the conversation by setting the stage for future interactions, like promising to follow up or offering your contact details. This keeps the door open for building relationships and leveraging your network later.

4. Lead with the punch line: Deliver information clearly and concisely.

If I had more time, I would have written a shorter letter.

Get to the point. Effective communication, or the "download," means sharing information by leading with the most important point – the punch line. Unlike a joke that builds suspense, a download front-loads key information to minimize confusion and ensure your listener immediately understands the main idea. Your job is to synthesize information and distill the key points for your audience.

Structure your download. An effective download provides the main idea first, followed by supporting details, and concludes with next steps or action items. This structure helps your listener quickly grasp the core message and understand the context. It prevents them from having to guess your purpose or sort through irrelevant information.

Use the Three C's. Ensure your downloads are Concise (short and sweet), Clear (don't jump around or make people guess), and Consistent (using a predictable pattern helps anticipate questions). Whether it's a status update, a persuasive argument, or sharing information with outstanding items, always start with the punch line and provide the necessary context and next steps.

5. Be strategically proactive: Shape your work and career path intentionally.

A lot of people in business say they have twenty years’ experience, when in fact all they really have is one year’s experience, repeated twenty times.

Own your development. It's your responsibility to make yourself a valuable team member and seek out meaningful work. Don't wait for opportunities to come to you; actively manage your workload and pursue assignments that align with your goals. This involves being thoughtful and calculated about how you spend your time and with whom you work.

Implement the LEARN strategy. This framework helps you be strategically proactive:

• Learn: Seek projects that teach you new skills, especially when you're new and expectations are lower.
• Excel: Volunteer for tasks where you can leverage your strengths and showcase your talents.
• Assist: Help others, even with less desirable tasks, to get involved and gain visibility.
• Redirect: Accept unwanted tasks but communicate your desire for different opportunities going forward.
• Network: Create opportunities to work with influential or highly-regarded people to learn and build connections.

Use the Multiple-Choice Strategy. Instead of asking the open-ended "How can I help?", offer specific ways you can contribute. Presenting two or three concrete options makes it easier for someone to give you work and shows you've already thought about how you can be useful. This is far more effective than making others figure out tasks for you.

6. Manage expectations proactively: Communicate your plan and capacity transparently.

Formula for success: under promise and over deliver.

Set realistic goals. Failing to meet expectations is detrimental to your professional reputation. It's crucial to set realistic timelines and goals from the outset and communicate them clearly. Don't overcommit to tasks you can't realistically complete well or on time.

Prioritize and communicate. The strategy involves knowing your to-do list, communicating your proposed action plan to your manager, and asking for confirmation or feedback. This ensures you and your boss are on the same page regarding your priorities and timing. It puts you in control and allows your manager to provide input or veto if needed.

Push back when necessary. If you're overloaded or a request is unrealistic, you must push back respectfully. Highlight the issue, state your rationale (e.g., other competing deadlines), and propose a solution or alternative timeline. Being transparent about your workload is better than silently accepting an impossible task and inevitably failing to deliver.

7. Ask for help smartly: Show initiative and thought even when you lack knowledge.

People who are successful are the ones who ask for help.

Asking for help is a strength. In today's knowledge-based economy, nobody knows everything. Successful professionals understand that asking for help demonstrates good judgment and initiative, not weakness. The challenge is overcoming the fear of looking stupid and asking for help effectively.

The Smart Ask (Part I): When you know you lack the expertise for a task:

1. Be proactive: Acknowledge your lack of experience but state your willingness to learn.
2. Ask for resources/guidance: Request examples, templates, or recommendations of people who can help.
3. Request feedback or offer milestones: Propose interim steps (like an outline or bullet points) for your manager to review before you complete the full task. This ensures you're on the right track and involves your manager early.

The Smart Ask (Part II): When you get stuck mid-project:

1. Start with what you know: Update your manager on the progress you've made.
2. State your intended direction: Propose a possible solution or course of action for the roadblock.
3. Ask for feedback/confirmation: Seek your manager's input on your proposed plan. This shows you've thought about the problem and aren't just asking "What should I do?".

8. Actively seek feedback: Drive your own improvement and growth consistently.

I’m not going to tell you everything is okay and allow you to be mediocre.

Seek useful feedback. The goal of feedback isn't just to feel good, but to get actionable insights for improvement. Hearing "You're doing a great job" when you're mediocre is a disservice. You must actively solicit feedback to understand areas for growth and take ownership of your professional development.

Phase I: Preparation. Make the feedback process easy and useful:

1. Plant the seed: Let people know in advance that you'd like feedback on a specific project or performance area.
2. Schedule the conversation: Take responsibility for getting the feedback session on the calendar, accommodating the other person's schedule.
3. Provide specific guidance: Give your reviewer specific questions or topics you'd like feedback on, making it easier for them to prepare thoughtful comments.

Phase II: The Conversation. Maximize the value of the discussion:

1. Ask for concrete ways to improve: Don't just accept criticism; ask for specific suggestions, resources, or people who can help you get better.
2. Say thank you: Be gracious in receiving feedback, even if it's difficult to hear.
3. Wait, digest, and revisit: If the feedback is upsetting, take time to process it objectively before scheduling a follow-up conversation to clarify or discuss further. Avoid emotional outbursts in the workplace.

9. Answer questions intelligently, even when you don't know the full answer.

Nobody knows everything, but everybody knows something.

Avoid "I don't know". When asked a question you can't fully answer, resist the urge to simply say "I don't know" or "I'm not sure." You almost always have some relevant information or context to offer, and you can commit to finding the rest. This shows you are engaged and capable.

The Three-Step Strategy:

1. Here's what I know: Share any related information, context, or educated guesses you have. This shows you're plugged in and not completely out of the loop.
2. Here's what I don't know: Be transparent and admit what specific information you are missing. Avoid making things up.
3. Here's how I'll figure it out: Take initiative and commit to finding the missing information quickly. State when and how you will follow up with the complete answer.

Show context and initiative. This strategy allows you to convey competence and capability even when put on the spot. It turns a potential moment of looking uninformed into an opportunity to demonstrate your resourcefulness and commitment to getting the job done.

10. Raise red flags early and come armed with solutions.

Problems don’t age well.

Address issues immediately. When you spot a mistake, a potential problem, or realize something is going wrong, alert your team or supervisor as soon as possible. Delaying bad news only makes the situation worse and erodes trust. The goal is damage control and demonstrating your ability to handle adversity.

The Strategy:

1. Highlight the issue: Clearly and transparently state the problem upfront.
2. State the rationale: Briefly explain how or why the problem occurred, providing necessary context without making excuses.
3. Propose a solution: Offer a plan for fixing the problem. If you don't have a definitive solution, communicate the next steps you are taking to find one and ask for input.

Apologize sincerely and succinctly. If you made a mistake, own it. Apologize genuinely but keep it brief. Dwelling on the apology keeps the focus on the negative. Once you've apologized, shift the conversation quickly to the solution and moving forward. This approach positions you as a problem-solver, not just someone who makes mistakes.

11. Manage crises by taking ownership and proposing fixes quickly.

Life is not a matter of holding good cards, but sometimes playing a poor hand well.

Navigate difficult situations. When a problem escalates beyond a red flag into a full-blown crisis (like missing a deadline, missing the boat on an assignment, or dropping the ball entirely), your ability to manage the situation is key. This involves taking responsibility, figuring out a fix, and learning from the experience.

Missing a deadline:

1. Here's what's been completed: Start by highlighting the progress you have made.
2. Here's what's still outstanding: Clearly state what remains to be done and why there's a delay.
3. Here's how I'll finish the task: Provide a revised timeline and plan for completing the work, offering options if possible.

Missing the boat: When your work doesn't meet expectations:

1. Explain your approach: Briefly describe your thought process or how you tackled the task.
2. Acknowledge feedback: Show you understand where you fell short and why the feedback is valid.
3. Offer revised action plan: Propose how you will correct the work and by when, asking for further guidance if needed.

Dropping the ball: When you completely forget or fail to start a task:

1. Apologize: Take full ownership for the oversight.
2. State your rationale: Briefly explain why it happened (if there's a valid, non-excuse reason).
3. Promise to do it ASAP: Immediately prioritize the task and commit to completing it urgently.

12. Craft and deliver your personal pitch strategically for different audiences.

Your personal pitch is essentially the bait that you are fishing with, and the key question to ask yourself is this: What are you trying to catch?

Always be selling yourself. Whether you're seeking a new job, transitioning careers, or simply interacting with colleagues and senior leaders, you are constantly marketing yourself. A compelling personal pitch helps you make a positive impression and enhance your professional network. Don't hide behind your phone; seize opportunities to introduce yourself.

Tailor your story. Your personal pitch should vary depending on your audience and objective (e.g., impressing your boss vs. networking for a new job). Decide which parts of your background (academic, personal, professional) are most relevant and impactful for the specific situation. Focus on what makes you unique or memorable.

The Strategy:

1. The punch line / destination: Start with the most important thing you want them to know about you – who you are, what you're excited about, or what you're looking
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Last updated: May 24, 2025