Book Review: TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments

TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments was a book that I picked up at an Association for Talent Development conference. Doug Conant and Mette Norgaard wrote the book to serve as a leadership book focused on nurturing employees.

Conant served as the CEO of Campbell Soup Company. He assumed the role when the company was trailing all other food companies in performance. The organization was dysfunctional. Conant was able to turn the company around and turn it into a world-class organization.

Touchpoints in 160 pages long and arranged into six major chapters:

• The power of touchpoints: The action is in the interaction
• The commitment to mastery: The choice is yours
• Use your head: The commitment to inquiry
• Use your heart: The commitment to reflection
• Use your hands: The commitment to practice
• Mastering the touch: How can I help?

One of the key messages from TouchPoints was turning every interaction with employees and those you work with into opportunities to influence, learning, and growth. Many people to include me look to hide from such opportunities. I have noticed that this is especially prevalent in higher education.

One strategy that I believe to be essential to an organization but mostly absent in higher education is Management by Walking Around (MBWA).  This is an opportunity to increase touchpoints. TouchPoints focus on three elements: the issue, the people, and the leader. There has to be a balance. I learned recently that when one element is out of sync things break. Recently, I barked at one of the individuals who works for me. Very simply I lost control of my emotions which resulted in an outburst. Because of this, I have broken a relationship.

Throughout the book, the authors include examples and exercises to help develop touchpoint skills. As the authors noted, “Leadership is not about you—it’s about them” (Conant & Norgaard, 201, p. 124). The key question to ask is “How can I help?” This will start you off on the right foot when applying these principles.

This was a quick book to read with an important message. I am not sure that it needed all the pages it did. Nonetheless, I would recommend TouchPoints as a book for others to read about leadership principles.

Additional Reading

• Book Review: Digital leadership: Changing Technology for Change-Savvy School Leaders
• Book Review: Turn the Ship Around! How to Create Leadership at Every Level
• Book Review: Conversations With Major Dick Winters: Life Lessons From the Commander of the Band of Brothers
• Book Review: Leaders Eat Last: Why Some Teams Pull Together and Others Don’t

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