Wk 3: Big Life Changes, Leadership and the Illusion of Knowledge



Jan Carlzon is a successful businessman who is most famous for completing the remarkable successful transformation of Scandinavian Airlines (SAS) in a very short space of time.

His leadership strategies for success are explained in his book “Moments of Truth”.


The main point of the book from Carlzon on the cornerstone of a successful business was:


Any time a customer comes into contact with a business, however remote, they have an opportunity to form an impression.


 Carlzon believed that every contact made was a ‘moment of truth’. If the company employee can leave a positive effect during each interaction then it would ultimately lead to success.

Whilst the book was written in the 1980’s, many of the strategies are just as applicable today as they were 30 years ago.

The book had such a lasting effect on business leaders that Forbes actually wrote an article last year ago titled “The New Moment of Truth in Business” which explains the top performers in sales and marketing who are adopting his concept.



If you are working for personal success or to help someone else’s business succeed, remember this strategy. Good and bad impressions can last a lifetime.




Does your child play a sport?

The infographic below was posted online this week and comes from recent research regarding potential consequences of children specialising in a single sport (the bottom right sums of it it up for you in blue).





Mastering a sport or skill can’t be rushed. Yes, it takes time but forcing it will more than likely lead to some issues long term.

Playing a variety of sports as a child leads to huge improvements in physical literacy that will actually improve sports performance and minimize the risk of injury long term.




 When is the right time to quit your job? Have a baby? Start a business?

According to author, brand consultant and educator Debbie Millman, there is no right time.

She explains, on this podcast, that the doubts we have about doing these things will never go away. Our brain will NEVER let it.


We have three parts to our brain (see the diagram) below.




The reason we often avoid change is because of the reptilian brain.

This part of the brain wants us to be safe and avoid danger. It doesn’t like vulnerability or uncertainty.

The only way to fight the natural instinct to avoid a potentially life changing decision is to take action. The feeling of ‘it’s not the right time’ will never leave.



If you have a think and you want something bad enough then take action now.

No one has ever accomplished anything great merely a thought. Action MUST be taken.




After listening to Joe DeFranco, one of the most successful strength & conditioning coaches in the world, this is a fact.

In a podcast with Jay Ferruggia, Joe admits that by prioritizing his business over his own recovery time he had put his health in real danger.

After being advised to get blood tests, the results proved that working out regularly, eating a relatively healthy diet and including supplementation, wasn’t enough to prevent hormone levels, Magnesium and Vitamin D3 levels throwing his body into chaos.


Very simply, Joe gave himself a high workload and slept very little. He put too much emphasis on work and not enough on recovery.

In reaction the results, Joe completed a 9-month project called Operation Re-build Joe D.

During this period he focused on recovery more and also changed his diet to suit food sensitivities that he had.

The results physically and mentally for him were phenomental. He documented the steps along the way on several of his podcasts here.




Get your blood checked. Get your gut checked.

Regardless of your diet and how fit you are, if you don’t recover from mental stressors as well as physical, there is potential for negative effect on your health.




The article “Why Facts Don’t Change Our Mind” this week, explains a term cognitive scientists Steve Sloman and Philip Fernbach call “the illusion of explanatory depth”.

They go into more detail of this concept in their incredible bookKnowledge Illusion’.


In a nutshell it states that people believe they know a lot more than they actually do. We often rely on others things and people which makes it far easier to make us believe this.

A modern example of this would be people voting during elections with no real knowledge of what they are voting for.

People often rely on the viewpoint of someone else to strengthen their weak argument and use this confirmation bias to suggest that because there’s more than one person with this opinion, then it must have substance.

The Trump presidency election is the modern day example mentioned in the article.

I’m certain you can think of other debates or important business decisions in work where a similar thing has happened.



We are bombarded with opinions in the digital age. Everyone is entitled to it. However before being swayed on others, can we do our own research and learn for ourselves?




1.View each interaction with clients and customer as a ‘moment of truth’

2. Generalise before you specialise when it comes to your children and sports

3. TAKE ACTION! Those doubts on if you are making the right choice will never leave.

4. Get your blood checked.

5. Learn more and gain more knowledge on subjects we intend to have strong opinions on or important decisions we have a say on. Don’t rely on others.



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