! !
2
"#!$%&'(%)! *'!+%&%()' %!,% !
!
+'&-'
!
./0&!12!! $%34',,! 5!,')!6%((/--7!602*2! ! !
1%(89':9'-%&8%! ;<=!*>?>@>A@D!*>?>@>EMCMCN=<>=2HEF! !
3 [p ii] O!"PPQ!IEL!+LRIE!&CG@ENEL>=G!1=L>MC7!8H=BE!CGGC7!-C<BE@!BC!%FTL>H=2! +LRIE!&CG@E<7!8B>=L>=!URC!ICLNC@NL=B=!BC!-DEF=@!&CG@E<7!8H=BE!IEL!-DEF=@!&CG@E<7!8H=BE!C=H>AJEL<>=2! -EBE@!GE@!BCLCHDE@!LC@CL?=BE@2!&>AMLE!IEBL\!@CL!LCILEBRH>B=7!=GF=HC<=B=!C@NCF=!BC!LCHRICL=: H>A<7!E!NL=<@F>N>B=!CCL!JELF=!E!IEL!HR=GUR>CL!FCB>E^FCH\<>HE@7!JENEHEI>=@7!VL=M=H>AN=@!MLC?C@! C@N=@!>FILC@=@7!@>_=H>A=!IEL!C@HL>NE!BC!G=!CB>NEL>=G2! ,=@!H>N=@!MWMG>H=@!@EVR>CE@EX! ,=!)=MG>=7!`CL@>A<=:`=GCL=!aQbP! O!aQbP!IEL!)EH>CB=BC@!9WMG>H=@!CH=!,=N><=7! O!LCCB=BC@!9WMG>H=@!;<>B=@2! -L=BRHH>AA@CdE!=G!C@I=dEGX!A&W Publishing Electronic Services, Inc.! 8)9&X!Qec:P:ccaaf:QPa:f!
EX LIBRIS ELTROPICAL
4 [p iii] Dedicado a:! Tom Mullins,! Eres como el flautista de Hamelín. Cuando entras a una oficina,! la gente desea seguirte. Más que cualquiera que conozco, tú personificas las 25 maneras de ganarse a la gente. Tú haces que los que están a tu lado se sientan sumamente valiosos ¡hasta yo me siento así a tu lado!! :./0&!12!$%34',,! Mike Ingram and Monty Ortman,! Pocas personas podrían desarrollar un equipo de negocios, ganarse el respeto y lograr mejores resultados que ustedes dos. Ambos tienen una forma encantadora de relacionarse con las personas. Su espíritu generoso y su manera de invertir en los demás resultarán en grandes dividendos en las próximas décadas. Soy un mejor individuo por haberlos conocido.! ^,')!6%((/--!
5 [p v]
1/&-'&8*/! Reconocimientos! «El gozo más grande de la vida» por John C. Maxwell! «Soy mejor después de haberte conocido» por Les Parrott! !!!!!a2!!!!!'FI>CHC!HEURC!G=!LCVG=!BC!GE@!fP!@CVRN=! !!!!!g2!!!!!1LCC!R=! !!!!!#2!!!!!'GEV>C!=!G=@!ICL@E<=@!CHE! !!!!!b2!!!!!*TGC@!=!GE@!BCF\@!R<=!LCIRN=H>AV=!G=@!I=G=ML=@!HELLCHN=@!CCNE!=!GE@!BCF\@! !!!!!aP2!!!!!*T!GE!FChEL!BC!R@NCB! !!!!![p vi] aa2!!!!!1EFI=LN=!RCV=!CG!ELE!BC!G=@!MRC<=@!>ENC!@R!F>L=B=!BCG!C@IChE! !!!!!ag2!!!!!0=V=!IEL!GE@!BCF\@!GE!URC!CGGE@!@FE@! !!!!!a#2!!!!!'@HRHDC!HEFCLE!C@NEL>=@!BC!G=!VC@NEL>=! !!!!!"a2!!!!!*T!@>H>EM=!R
6 [p vii]
('1/&/18$8'&-/)! +L=H>=@!=!1D=LG>C!4CN_CG! IEL!@R!=[RB=!I=L=!C@HL>M>L!C@NC!G>MLE2!
7 [p ix]
',!+/j/!$k)!+(%&*'!*'!,%!`8*%! 6/(!./0&!12!$%34',,!
'F=?CL=!BC!"PPg7!IEHE!BC@IRT@!BC!D=MCL!CNEL>=G!CG!F=NE!J><=G!BC!Cómo ganarse a la gente7!T@N=!C>A!HEI>=@!=!=GVR<=@!ICL@E<=@7!N=G!HEFE!GE!D=HCM>L!LCNLE=G>FCAE<=L!CG!G>MLE2!;<=!BC!G=@!ICL@E<=@!URC!LCH>M>A!R<=!HEI>=!BCG!F=NE!JRC!,C@!6=LLENN2! '@!ILEM=MGC!URC!R@NCB!HERHEGEVW=! BC!G=!;<>?CL@>B=B!)C=NNGC!6=H>J>H7!JREBE!=!C@H=G=! <=H>E<=G!BC!G=@!CFILC@=@!URC!ICLNCNE@!BC!G>MLCLW=!N=GC@!HEFE!Relaciones de alto mantenimiento![!Ama la vida que vives.!0=!C@N=BE!HEFE!>>N=BE!CVE2!1R=FCL=!?C_7!CL=!N=NE2!'@N=M=!IEL!C@C!C<>H>=L!@R@!C@NRB>E@!BC!BEHNEL=BE!CHEGEVW=2!'=G!URC!CL=2!)RIC!URC!@CLW=! R<=!ICL@E<=!BC!VL==2! 'MW!R<=!GG=F=B=!NCGCJA<>H=!BC!,es.!m.EDhE7!mFC!C=L!@R@!=HN>NRBC@![!=!?CL!@R!LCG=H>AJCLCNE7!C@HL>MW!=GVE!I=L=!ILEFEH>E<=LGE7!ICLE!UR>CLE!B=LNC!R<=!>BC=2!1LCE!URC!BCMC@!C@HL>M>L! R<=!@CVRBE!@EMLC!G=@![p x] LCG=H>EMLE! Cómo ganarse a la gente,!=@W!URC!FC!IR@C!RHE!HEH>A<2!6CLE!LC@ICNE!=!,C@![!@T!URC!@>CF: ILC!N>CBC=@!VL=E@=@7!=@W!URC!FC!B>@IR@C!=!C@HRHD=LGE2! mo1R\G!C@!G=!>BC=pn!GC!ILCVR@NE!NL=M=h=hE2!m1R=H=@!N>CFIE!=!G=@!ICL@E<=@7!D=HC@!URC!@C! @>C!?=G>CL=GGAL!=!FW2!-C!=@CVRLE!URC!@>!GE!I>C<@=@!CH=@!URC!D=@!ICLJCHH>E<=BE![!URC!IEBLW=@!C<@Cd=L!=!ENLE@n2!'@E!D>_E!URC!FC! CFEH>E<=L=2!m57!.ED<7!D=@N=!HLCE!URC!BCMCLW=@!N>NRG=L!CG!G>MLE!Cómo hacer que los demás se sientan muy valiosos».! ,RCVE!HEFC<_A!=!CMLEX!HAFE!B=LGC@! =!ENLE@!R<=!LCIRN=H>ACL=E@NEL>=@![! HAFE!=[RB=LGC!=!G=!VCRBC=2!0=MW=!C@HL>NE!Cómo ganarse a la gente!I=L=!H=FM>=L!G=!JELF=!HEF]E<=2!,GCV=L!=!LC=G>_=L!GE!URC!CG!G>MLE!@RVCLW=!GGC?=LW=!@R! N>CFIE7!ICLE!CG!G>MLE!URC!,C@!C@N=M=!@RV>L>CNRBC@!C@ICHWJ>H=@!URC!IE: BLW=E<=L!CAhC!BC@IRT@!BC!R<=!I=R@=2!m$C!I=LCHC!R<=!VL=BC=2!o6EL!URT!MC@!CG!G>MLE!HEVEpn! ,C@!@C!@ELILCA2! m1LCE!URC!D=LW=FE@!RIEn7!=VLCVRT2!m*>h>@NC!URC!FC!D=@!EM@CL?=BE!IEL!=dE@2!-]!CLC@!RHAGEVE!HEC=7!hRL!HR\GC@!=IN>NRBC@!C<@Cd=L2!5E!C<@Cd=LW=!HAFE!NL=M=hE!HEHEGEVW=!URC!D=[!BCNL\@!BC!G=!IL\HN>H=n2! 5!=@W!JRC!HEFE!@C!C@HL>M>A!25 maneras de ganarse a la gente2!,C@![![E!B>@JLRN=FE@!F>CE!R@NCB!IL=HN>H=!G=@!D=M>G>B=BC@!C<@C: d=B=@!CMLE7!IEBL\![p xi] NL=<@JELF=L!G=!JELF=!C@F=@7![=!URC!IE: BL\!D=HCLG=@!@CL!URC!@EE@=@2! &E!HLCE!URC!CY>@N=!R=G2!'@NC!G>MLE!GC! IRCBC!=[RB=L!=!@CL!I=LNWH>IC!BC!C@NE!HE
8 [p xiii]
)/5!$'./(!*')6;q)!*'!0%9'(-'!1/&/18*/! 6/(!,')!6%((/--!
%GVR<=@!ICL@E<=@!IE@CCB=B!>>@>MGC!URC!=NL=C!=!GE@!BCF\@!D=H>=!CGGE@!HEFE!@>!JRCL=!RF\<2! '@=@!ICL@E<=@!@F=!BCJ>C=7!HLC=IE@7!@ECB=!IEL!D=MCL!@>BE!MCBE@!HEB=B!URC!LC@RGN=NE!@>FEs! '@NC!L=@VE!>>@>MGC![!=NL=[CC=!HEFE!IEL!ICLJCHH>E<=LGE2!'@!RNR!H=RN>?=BEL!URC! @C!IRCBC!C<@Cd=L![!=ILCCFIE!G=@!ICL@E<=@!?=L!C@N=@!HR=G>B=BC@!BCM>BE!=! G=!J=G@=!>FILC@>ACCMLE!GC!=[RB=L\!=!H=FM>=L!C@=!>BC=!CUR>?E: H=B=2!6ELURC!=URW!R@NCB!CMCL=L!C@NC!C@IWL>NR!H=L>@F\N>HE7!R: NR!URC!GC!=[RB=L\!=!NCNE!HE!NEB=@!G=@!ICL@E<=@!URC!@C!HLRHC
6/(!i;q!')-%$/)!')1(898'&*/!.;&-/)!')-'!,89(/! &>BE!>L@C!@>: FCE2!'@E!FC!EHRLL>A!=!FW2!1EFE!FC!H=B=!=@ICHNE! BC!?>B=!ILEJC@>E<=G![!ICL@E<=G2![p xiv] 0=HC!F\@!BC!"P!=dE@7!=<>H>=BE!F>@!C@NRB>E@!I=L=!GGCV=L!=!@CL! I@>HAGEVE!HGW<>HE7!FC!NEFT!R<=!@CF=<=!HEFIGCN=!I=L=!C@N=L!HECVE!HENE!BC!=ILCBRLW=2!;CFIE!BC@IRT@7!FC!=<>FA!=!URC!C@HL>M>CL=!G>MLE@![!FC!><>H>=L=!HEFE!HE=MLE@!C@HL>NE@7!H=B=!?C_!URC!L!G=!F>@F=!IG=N=JELF=7!.EDCFILC!VL=L=BEL2!&E!CY=VCLE!=G!BCH>L!URC!HLCC!CCL=!ICB>L2! )E[!R<=!ICL@E<=!FChEL!VL=H>=@!=!URC!.EDB=2!$C!C<@CdA!HAFE!@=H=L!?=GEL!=!LCGRH>Lt! HAFE!CNE![!NL=M=h=L!CE<=M=t!HAFE!IRG>L!?>@>A@!FCN=@2! $C!C<@CdA!=!m?CL!CG!G=BE!IE@>N>?E!BCG!JL=H=@En7!=!D=HCL!URC!H=B=!BW=!HRC?=L!R<=!=HN>NRB!IE@>N>?=2!,=! >ACFI=HNE!CLCHN=!C!>LCHN=FC<E@=@!GCHH>EB=2!6CLE!F\@!=GG\!BC!NEBE! C@NE7!FC!D=!C<@Cd=BE!HAFE!V=<=LFC!=!G=!VCCE<=L@C!HE!NEBE!CG! FRBCA<2!
,/)!)'1('-/)!*'!,%!$%+8%!8&-'(6'()/&%,! 6EL!?=L>=@!BTH=B=@7!DC!C@NRB>=BE!HAFE!.EDVE7!URCLW=!@=MCL!HAFE!IEBCL!HRGN>: ?=L!C@=!F=V>=!>CCL=!URC!D=[=!I=@=BE!RCFIE!HEL!M>C=<_=2!&E!C@NE[!D=MG=F>CCBE!JLW?EGE!E!R<=! =J>LF=H>A!N=FIEHE!R<=!I=GF=B=!CIRG=BEL=![!=BRG=BEL=2!$C!LCJ>CLE!=!G=!HG=@C!BC! @CF>CC<=FCCLC!GE!FChEL!I=L=!RF=!IELURC!UR>CLC!URC! V=F=@!>EG>B=B!=@EFMLE@=!I=L=! BC@=LF=L7!C?=L!=!HR=GUR>CL=!URC!@C!LC]CG>B=B!BC!D=HCL! URC!ENLE@!@C!@>CE@E@!HEFE!RGGAE<=BE7!GC! ILEIR@C!G=!>BC=!BC!URC!HEFI=LN>CL=!GE@!@CHLCNE@!BC!@R!ICL@E<=G>B=B!F=VH=![!=@W!R@NCB!IRB>CL=!=ILC>NA!=!C@HL>M>L!hRMLE7!CT=FCVE@![!HERBE!?=GEL!=!@R@!?>B=@2!8@NEL>=@!I=L=!URC!=@W!R@NCB!IRCB=!m?CLn!G=!IL\H: N>H=!CA<2!
%!);!%,1%&1'! ,E@!"#!@CHLCNE@!URC!CH=BE@!=URW!N>C=G!BC!H=FM>=L!@R!?>B=2!6RCBCCLN=!C?=!HR[=@!GRHC@!GGC<=G>B=BC@!@EGC@!
9 BC!=ILCCL=L!HEB=BC@!BC!JELF=!><<=N=7!@>CL=!URC!G=@!MR@URC![!@EN=GC@!I=L=!UR>CCL=!V=<=L@C!=!G=!VC
10 ! [p 1]
!
'$68'1'!1/&!;)-'*! Sus relaciones serán tan saludables como lo es usted.! ^&'8,!1,%(u!4%(('&!
,')v!%1'(1%!*'!'$68'1'!1/&!;)-'*! )>!R@NCB!UR>CLC!V=<=L@C!=!G=!VC@FE!BCMC!@CL!RCN=L!C@NC!DCHDE2! 1EFE!I@>HAGEVE!C@ICH>=G>_=BE!CEBE!=!H>CCGC@!C<=L>E@7![!DC!C@HL>NE!F\@!BC!R<=!BEHC<=!BC!G>MLE@!@EMLC!CG!NCF=2!,=@!ICL@E<=@!URC!C@N\!D=[!=GVE!URC!@T7!C@!URC!HR=GUR>CL=!H=!E!HE<@ChE! @EMLC!HAFE!V=<=L@C!=!GE@!BCF\@!JL=H=@=L\!@>!C_=!HE@FE2! 6CLFWN=FC!D=MG=LGC!HG=LE2!)>!R@NCB!>H=L!G=@!mJELF=@n!BC!V=<=L@C!=!G=!VC: VR>CAL@C!R@NCB![p 2] F>@FE!C<=L\! BCHCIH>E<=BE2!6CLE!@>!IL>FCL=FCH=!N>CFIE!=!C@NE!I=L=!CGG>=F!.=FC@7!CG!IL>FCL!I@>HAGEVE!=FCL>H=hEX!m'G!>CLCL@FE@!CNR=GFC?EH=: B=n2!)>!B=B!: FCL!I=@E!C@!N=V<>J>H=N>?E2!*C!DCHDE7!D=[!=G!FC@FE2! ;)-'*!&/!6;'*'!)'(!l',8j!)8!&/!)'!)8'&-'!)%,;*%9,'! ,=!I@>HEGEVW=!@EGW=!IC<@=L!URC!CL=!HLRH>=G!CE?=@!wI=L=!GRCVE!CG>F><=LG=@x2!%DEL=! @=MCFE@!URC!D=[!RAV=BELC@!D=!?=L>=BE!CG!=<\G>@>@!IL>I=G!BC!G=!I@>: HEGEVW=7!CHD=7!D=ACV=H>E_!@>FIGCFCN=L!G=!BCILC@>A<7!G=!NC<@>ACB=B2!&E2!;_!=G!FCCL@C!@=GRB=MGC!C@!F\@!URC!E<=G!C@!F\@!URC!G=!=R@C=!BC!CFEH>E@JRE<=GC@2!,=!@=GRB!CFEH>E<=G!C@N\!CB=@![!F\@!=VR=@!CHEGEVW=!C@!G=!URC!B>HC!URC!CVR=G!URC!HR=GUR>CL!ENLE!I@>HAGEVE!CN=H>A<7!HR=AHENCL=I>=2!m,C@n7!FC!B>hE!CG!HE<@ChCLE7!mHEFE!I@>HAGEVE7!N]!IEBL\@![p 3] GGC?=L!=! R<=!ICL@E<=!N=@FE!D=[=@!>BEn2!o6EL!URTp!6ELURC!RC@JLRN=L!=!GE@!BCF\@!=G!FC@JLRNC!=!@W!F>@FE2! 0=LL[!l>LC@NEhEX!m;@NCB!IEBL\!EMNC@FEn2!$R[!H>CL: NE2!6CLE!@>!GE!FChEL!URC!R@NCB!IE@CC!
11 '@7!@>!R@NCB!LN>C!>FIE@>MGC!V=<=L@C!=!GE@!BCF\@2!&E!EM@N=CLE!B=LGC!MRC<=@!H>=@X!)R!BC@CE![!@R@!>@E!CYILC@=L!HR=hEX!m&=B>C!IRCBC!NL=N=L!BC!=[RB=L!=!ENLE!@>@FE! N>CFIE!@C!C@NT!=[RB=@FEn2! 1y$/!)'(!;&!+%&%*/(! 6C=LG!9=>GC[!B>hEX!m0=[!REBE!CB=!HR=F>C@FE@![!=G!D=HCLGE7!@=MLCFE@!@>!C@!MRCCCB=BC@!C!><@CVR: L>B=BC@2!)>!GC!I>B>CL=!URC!BC@HL>M>CL=!=!RLW=!URC! C@N=!ICL@E<=!N>C=<_=!C@F=7!C@!=VL=B=MGC7!=F=MGC7!C@N=MGC7!B=B>?E@=7!CNH2!5!CBE7!NC@N=!BC!=NL>MRNE@!C>B>=MGC@2!)CL!R@NC!CE@E@2!)>!CL!=NGCN=!E!FCB=GG>@N=!EGWFI>HE!URC!=H=MC!BC!J>LF=L!RF>GGE<=L>E2!6CLE!=!BCH>L!?CLB=B7!@CL!RBE!F\@!C@NL>HNE!BC!G=!I=G=ML=7!CE!E!IENC=G!BC!V=<==2!->C!@C!ha apropiado!E!E!?=GEL!ICL@E<=G7!HR=CCLNC!CAA<7!DC!HE=!CVE!+=L[!)F=GGC[![!BE_E!=GVE!URC!H=RN>?A!=G!I]MG>HE2!%C=!BC!H=@>!B>C_!F>G!ICL@E<=@7! +=L[!@E@NR?E!CGGCNC!BC!H>_E!R<=!ILCVRTCLC!C@NC!M>GGCNC!BC!H>VR>A!B>H>CFCLE!ICLFWN=A!=!=LLRV=L!CG!M>GGCNC2!,RCVE!ILCVRCLC!=GVR>C@F=@!F=ChE2!moiRT!N=G!@>!D=VE!C@NEpn!,E!N>LA!=G!@RCGE![!GE!=IG=@NA!HEA![!GE!GC?=E![!=LLRV=BE2!m5!=DEL=!o=GVR>CCLCpn!-EB=?W=!FRHD=@!F=BE!R<=!GCHH>AE@=n!B>hE2!m&E!>FIELN=!GE!URC![E!D=V=!HEGGCNC7!R@NCBC@!NEB=?W=!GE! UR>CLCFIGC!>GR@NL=H>AB=!=FE@!HE@>ELHR<@N==@!URC!C<@>V<>J>H=FIELN=!GE!URC!D=[=!I=@=BE!E!GE!URC! @RHCB=!BC@IRT@7!CLBC2!&E!D=[!<=B=!URC!IRCB=!UR>N=LBC!LX!m%GVE!=CLCL!C@!URC!C@N=!ICL@E<=!CVE!F>@F=2!'@!GE!URC!GE@!I@>HAGEVE@!GG=F=FE@!R<=!ICL@E<=!URC!CA<2! )C=FE@!LC=G>@N=@7!NEBE@!CFE@!BC!><@CVRL>B=BC@![!BC!HE@=@!URC!BC@C=LW=FE@!IEBCL!H=FM>=L! @EMLC!@FE@2!6CLE!D=[!H>CLN=@!HE@=@!URC!=L2!%GVR<=@!BC!_\@!R@NCB!A!HEC=!URC!GC!VR@N=LW=7!E!N=G!?C_!B=!NL=N=<@CVRL>B=BC@2!0=!URCB=BE!H=RN>?E!BC!@R! BC@CE!BC!D=MCL!@>BE!B>JCLCCV<>J>H=!mNEF=L!I=L=!R@FEn2!'M>L!=HCIN=H>A@FE2!,E!B>VE!CLN=!C_\@!R@NCB![=!LCHEE@!GC!=F=![!GE!HE<@>BCL=!BC!?=GEL!>F=MGC2!
12 rlCG>H>N=H>EVR>CCMGC2!'N=!F=Y>F>_=L!UR>CCM>G>B=BC@!H=FM>=L2! 6RCBC!URC!R@NCB!GRHDC7!IEL!ChCFIGE7!HE_\@!NCJ>HRGN=B!CNC@!E!CG>B=BC@t!N=G!?C_!NCNE@!E!UR>_\@!@R!=HN>NRB!N=!R<=!LC?>@>A<2!-EBE@!NCBC<@C@!B>HC!URC!H=FM>=LW=NE!@>!IRB>CL=<2a!,=!?CL: B=B!C@!URC!@W!IRCBC=L2!-EBE@!B>FE@!=!D=HCLGE2! 'MLE!Teaching the Elephant to Dance!w'<@Cd=