Press Release–New Website Launched!

For Immediate Release Contact: Barbara Glanz, CSP
941-312-9169
bglanz@barbaraglanz.com
www.barbaraglanz.com

NEWS RELEASE – Barbara Glanz, CSP

May 2009

NEWLY FORMATTED WEBSITE LAUNCHED

Barbara’s website has been updated and reformatted! Please visit www.barbaraglanz.com to find out more about hiring Barbara, to read her blog, and to purchase her books and other products.

Ken Blanchard’s Birthday Celebration

KEN BLANCHARD’S 70h BIRTHDAY CELEBRATION—May 5 – 7, 2009

I was blessed this past week to have been invited to a celebration of Ken Blanchard’s 70th birthday. The meeting was based on the theme of “Simple Truths.” One year ago Ken, the co-author of The One Minute Manager, the best selling business book of all time, invited all of his co-authors to a special two and a half day party to celebrate his seventh decade and to share the “Simple Truths” we had learned since we had written a book with him.

Forty of us arrived at the Rancho Bernardo Inn in San Diego on May 5, and that evening Ken and Margie hosted a Cinco de Mayo party in their home. The next day was spent in meetings with interviews, summaries of Ken’s body of work, video tributes to Ken, and discussion groups. On the last morning Ken interviewed me as one of the current thought leaders on personal development, employee motivation, and service. What an honor that was! Another highlight was a lovely black tie dinner at the Inn on May 6, Ken’s actual birthday.

I was privileged to spend time with Don Shula, the “winningest football coach in history and Hall of Fame member; Paul Hersey who founded Situational Leadership; Colleen Barrett, the CEO Emeritus of Southwest Airlines; Wally Armstrong, a famous golf pro and tournament winner; Harry Paul, one of the authors of “Fish,”; Spencer Johnson who wrote “Who Moved My Cheese;” Garry Ridge, the CEO of WD-40; Tim Moore, the CEO of Pearson Publishing, the largest publisher in the world; Stephen Piersanti, the CEO of Berrett Koehler Publishers, Ken and Margie Blanchard, and a number of other people whose work has made a huge difference in this world. What an awesome privilege it was to be in the room with so many caring, committed, wise and impactful people!

Here are some of the nuggets I took away from those meetings:

• One of Margie Blanchard’s sayings is, “Keep your ‘I love you’s’ up to date.”
• When Ken’s mother asked him why he never wrote a book alone, he answered, “I already know what I know. I want to find out what someone else knows.”
• The mission statement of Chick-fil-A is “To glorify God and use the talents He has given to make a positive difference in the world.” Truett Cathy, the founder, is one of Ken’s co-authors.
• “Letting people in is about not expending the energy to keep people out.” Hugh Prather
• Some of the characteristics we all value most in leaders are: Openness, Authenticity, Simplicity, Storytelling, Heart, Humility, Generosity.
• Ken was described as “the #1 advocate for human worth in an organization.” He sees the gifts each person has to bring to the world. (I pray that those attributes might be seen in me as well.)
• When talking about the California fire that completely destroyed their home several years ago, Margie Blanchard said she discovered that “what you give away, what you share, always stays available to you.” What an amazing lesson!
• She also realized that later when she discovered things that she missed, it was like a “pin prick” of pain – Ouch! And then she could move on. We can handle the small pricks if we think of them that way rather than focusing on everything at once.
• Another learning was to GET OUT OF THE STORY and observe what is going on around you.
• After the fire, they held a Memorial Service for their home, asking people to share and remember the good times they had there. That became a kind of closure for them.
• John Ortberg suggests in “At the End of the Game, It All Goes Back in the Box” that one should take post-it notes to put on every item in their homes with either “Important Forever” or “Temporary Stuff” written on them. What we all discovered is that most of what surrounds us is temporary.
• It was so touching to hear Ken tell stories of how different people had impacted his life, particularly his parents. At one point he shared how Bill Hybels had called him and asked, “Ken, do you believe in free speech?” When Ken said yes, he replied,”Then I want you to give one!” 😉
• Over and over we kept coming back to the question, “Of what SERVICE can I be?”
• “LOVE is the biggest thing”. We put it into different situations in different ways. The Inaugural poet had a line that said, “What if ‘LOVE’ was the mightiest word?”
• Ken, in his book, You Are the Beloved, the story of his faith journey, said that, “KNOWING you are the beloved allows you to relate to others with open arms.”

At one point in the morning, Ken interviewed three leaders who were there – Don Shula, Colleen Barrett, and Gary Ridge, the CEO of W D 40. Don, the former coach of the Miami Dolphins, shared the following wisdom:

• He always used the “24 Hour Rule:” After every game, you can either celebrate or moan for 24 hours, and then you must come back to reality and move on.
• “Success isn’t final. It is just a celebration of your latest success.”
• “Failure isn’t fatal.”

Garry Ridge from Sydney, Australia, shared the following reasons why he feels he has been successful as a leader: Caring about people, Being candid (“I’m here to help you get an ‘A’.”), and Doing the right thing.

• He described WD-40 as a TRIBE. He also described himself as “listening with the intent to be influenced”. He also discussed the power of “I don’t know” as a leader.
• I loved these words he uses as a kind of mantra: “Believe in yourself. Never give up. Take one day at a time. We all have something significant yet to do.”

Colleen Barrett wears a HEART every day as a reminder of the whole foundation of the “LUV” airline. She is known as the “Mom” of Southwest Airlines and has a passion for customer service. Her bottomline leadership style is to “Go with your gut”, and her openness and authenticity were a delight to behold. All three of these leaders affirmed for me my work in helping people understand they can make a difference, no matter what their job is, if they truly focus on people as human beings with worth and value.

Other thoughts from the meetings:
• So many people, including Ken, mentioned their parents. We kept exploring the thought of how we know ourselves – who taught us to be who we are?
• Leadership is a transformational journey that starts with self.
• Peter Drucker: “Nothing great happens by accident.”
• “What an endorphin rush to have someone see more in you than you see in yourself!”
• Employ “generous listening.”

Mark Muchnik talked about leading with the younger generations:

• Keep it REAL. They demand authenticity. However, authenticity is different for everyone – Be your real self and claim your greatness!
• Stay socially and emotionally connected (social networking; viral marketing)
• They demand efficient engagement – instant tasking
• Values transcend generations – integrity, partnership, affirmation

Drea Zigarmi of the Ken Blanchard Companies shared his new thoughts and research on leadership:

• Leadership is contextual – requires different skill sets : 1 to 1; team; organizational; alliance. We need to be CONSISTENT across contexts.
• Emotions influence engagement. Affective measure (feeling-based) precedes cognition (thinking-based).
• Decisions are based on who we are and what we see in the environment—first emotionally. (This affirms my belief that our job as leaders is to win people’s hearts to WANT to make a difference.)
• Fairness (lack thereof) is the #1 reason people leave an organization!
• Employ human beings. Systems have to be fixed to make it possible for them to give their best.
• All motivation is intrinsic. The extrinsic is not working!
• What people want: meaningful work, autonomy, sense of growth, fairness, reward, connection with boss, connection with colleagues, collaboration.

Finally, Tim Moore and Stephen Piersanti talked about the future of publishing. There are currently 300,000 business books available, and Barnes and Noble stocks 1500, so other avenues are the wave of the future, especially electronic. The average book sells 1400 copies. B&N sell 25% of all books and Amazon sells 98%. These were some of their thoughts:

• Must have a unique idea and tell an engaging story.
• Create short pieces of content to be available on a need-to-know basis
• Audio and video will be embedded in products
• Perhaps release one chapter a month for 9 months
• Impact of kindle and iphone apps

I am deeply grateful to have had this amazing experience of sharing, thanks to my dear friend, Ken Blanchard. He is certainly a special gift to this world!

To learn more about Barbara’s work and her book with Ken Blanchard, go to www.barbaraglanz.com

I AM SPEAKING

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Barbara will be speaking at the Society for Human Resources Management’s (SHRM) 61st Annual Conference & Exposition on June 29 and 30 in New Orleans, Louisiana. The conference will be held at the Morial Convention Center from June 28 through July 1.

Topics presented are as follows:

Monday, June 29:

Spreading Contagious Enthusiasm™—Creating an Environment Where Employees Want To Do Their Best

Workplace Application: You will learn how to create an environment where people want to come to work; instill a sense of mission and purpose in each employee; and focus on the positive and celebrate small wins, plus much more!

This session will stretch your thinking, give you a personal sense of mission of your importance as service leaders, and share many no-cost or low-cost ideas for how to create a service culture using the elements of a spirited workplace:
C = Creative Communication
A = Atmosphere and Appreciation for All
R = Respect and Reason for Being
E = Empathy and Enthusiasm

Tuesday, June 30:

The Simple Truths of Appreciation and Recognition—Low Cost or No-cost Ideas to Keep Employees Engaged

Workplace Application: In this inspiring session Barbara will share nine simple truths of appreciation and recognition as well as dozens of creative ways, at little or no cost, to keep employees happy and productive.

In these tough economic times of having to do more with less, it is critical to find other ways besides money to keep employees engaged. Sixty-five percent of American workers said they received NO appreciation all last year for the good work they had done, yet the second most important thing people want from their jobs is full appreciation. The beauty of appreciation is that we can each give it to anyone we choose for no cost except our awareness and a few moments of our time.

To read more about SHRM and Barbara’s presentations, visit the SHRM blog at http://blogs.shrm.org/annual-conference-2009/?p=478.

To find out more about places Barbara will be speaking, visit www.barbaraglanz.com/calendar.

May Away, Part 3

On Thursday, May 7, Barbara left for Carlsbad, California to spend time visiting with family.

From May 9-15, Barbara is in Portland, Oregon visiting her daughters, son-in-law, and her two youngest grandchildren, Owen and Simon.

She will be leaving for Seattle on May 15 to spend several days with her son, daughter-in-law, and grandchildren Gavin and Kinsey.

May Away, Part 2

On Tuesday, May 5, Barbara spent the day in San Diego for Ken Blanchard’s 70th Birthday Celebration.

On Wednesday, May 6, Barbara was honored to be interviewed by Ken Blanchard as “one of the influential thought leaders” in the field of development and service. What an honor!

On Thursday, May 7, Barbara is flying out to Carlsbad, California to visit family.

May Away Part 1

On Sunday, May 3, Barbara flew to New Orleans for the Professional Research Consultants’ 10th Annual Client Education Conference. She watched a parade down Bourbon Street that evening and then spoke at the conference on Monday, May 4.

On Tuesday, May 5, Barbara flew out to San Diego for Ken Blanchard’s 70th Birthday Celebration. She leaves for Carlsbad, California on May 7.

A Trip to South America — Galapagos Islands and Machu Picchu

SOUTH AMERICA TRIP
March 2009

I just returned from an amazing trip to the Galapagos Islands and Machu Picchu. Barbara Sadek, the Director of Education for the Society for Human Resource Management, who has become a friend since I have spoken at their conferences since 1997, accompanied me, and we both felt it was one of the best trips we have ever had.

We flew on March 6 to Quito, Ecuador, and met the other 12 people in our group from the University of Kansas and Georgia Tech University at a reception that night. Our wonderful guide, Danuta, was from Poland, and she stayed with us the whole trip. It was a very compatible and interesting group, and we shared many stories and experiences during our two week trip.

Our first surprise was how very beautiful Ecuador is. It is one of the richest countries in South America for resources, and over and over we heard, “No one here ever goes hungry!” They have 3000 varieties of potatoes (we ate MANY types of potato dishes and soups while we were there!) and 380 varieties of corn, just as an example. We spent the first day on a city tour in Quito, a world heritage site, which is surrounded by mountains yet only miles from the equator. The Spanish influence from the Conquistadors is evident throughout the city. The highlight was La Compana de Jesus, a church whose lavish interior is decorated with seven tons of gold leaf!

The next day we took a bus to several small towns that specialize in different handcrafts – Calderon, where they make intricate figurines from bread dough; Otavalo, acclaimed for its finely woven sheep and alpaca wool, and Cotacachi, a town renowned for its leather crafters. Barb and I did so much shopping that we had to have a bellman carry it all in for us! (We both ended up having to buy an extra bag for the trip, and I had to pay $95 in overweight charges at the airport….but we sure did have fun! 😉 We also made a photo stop at the Equator with a sign marked 0 degrees latitude which was quite impressive.

That day on the bus, a miracle happened. Danuta pointed out a beautiful glacier in the distance, and we all took pictures of it from the bus window. On the way home that afternoon when I looked back at my digital pictures, on the right hand side of the picture of that mountain, there was a perfect white cross in the clouds. NO ONE else had that in any of their pictures taken at exactly the same time, so I felt sure it was my husband, Charlie, watching over us from Heaven! In fact, we were in Ecuador and Peru during the rainy season, and we had not one single day of rain, I believe thanks to Charlie.

The cross in the clouds from Charlie!

The cross in the clouds from Charlie!

The next day we flew to Balta in the Galapagos Islands and from there boarded our ship, the M.V. Santa Cruz, for the next five days. We were only allowed 44 pounds on this flight, so that was quite a stretch considering we needed snorkeling gear, hiking boots, and water shoes! When we arrived to board the ship, we walked past a gorgeous yacht named “Laura.” We later found out that it belonged to Prince Charles and that he was in the Galapagos at the same time we were! Our cabin was the smallest one I have ever seen – about 18 inches between our beds, but the food was good, and we had excellent guides, so it all worked out fine. That day we made a dry landing on Zodiacs to climb Dragon Hill where we saw many varieties of cactus and both land and marine iguanas everywhere.

I did a lot of reading about the Galapagos before we left since it is where Darwin was inspired to write “The Origins of Species.” We were blessed to see many of the species that are endemic o these islands (exist nowhere else) on our trip – the giant tortoises, the blue-footed boobies (my favorite), the Darwin finch, and magnificent frigates, whose males puff up their bright red chests to impress potential mates.

The second day on the ship we made a dry landing on Bartolome’ island, where we climbed 365 steps to the top of a volcano. These islands still have many active volcanoes, and this island is known for Pinnacle Rock, a famous landmark of the Galapagos. That afternoon we did a wet landing on Santiago to snorkel. Unfortunately, I was the first person off the zodiac, and the crew member did not hold onto me long enough for me to be balanced in the waves, and I fell into the water. We all thought it was really funny until I discovered that my brand new digital camera, which was in my fanny pack, got wet and was completely ruined! However, Barb and others offered to take pictures for me, so I could not let that ruin my trip.

Wednesday we made a wet landing on Rabida where we saw many sea lions, iguanas, and hiked to “Darwin’s toilet,” an interesting saltwater pool that appeared to be “flushing” continually. One of our favorite memories here was a baby sea lion whose mother had just returned from several days of food hunting. He barked and barked to greet her, and then we watched the joyful, playful reunion….just like a human child. That afternoon we went to North Seymour Island and hiked over huge boulders to see our favorite animals – the blue-footed boobies and the frigate birds. We even got to see a boobie mating dance!

Our last day was spent on Santa Cruz Island where we visited the Charles Darwin Research Station and saw many giant tortoises, including “Lonesome George,” the last surviving member of a subspecies. The next day we flew from San Cristobal to Guayaquil. Our favorite place there was Bolivar Park (named for Simon Bolivar) where there were literally hundreds of iguanas hanging from trees, piled on the paths, and sleeping everywhere. The children love it!

The next day we flew to Lima to begin our adventure in Peru. For both Barb and me, Peru was really the highlight of our trip. We stayed one night in Lima where we stored most of our bags and then took a small plane to Cuzco where we toured the Urubamba Valley and then visited Ollantayambo Fort, an Inca ruin. We also had some shopping time here at Pisac Market which Barb and I took full advantage of! We were not bothered by the altitude as we had feared; however, we drank lots of coca tea and ate coca candy which the natives feel helps one’s body adjust to the 11,000 foot altitude in Cuzco.

The following day we took a beautifully scenic 3 hour train ride to Machu Picchu where we checked in at the Inca Terra Hotel, a lovely place where we had our own bungalow in the rain forest. Late morning we took a bus up hairpin turns for our first spectacular view of Machu Picchu, one of the 7 wonders of the world. It was the most beautiful place I have ever been in the world! The stark Andes mountains surrounding such amazing ruins were breathtaking. It was one of the few Inca sites that was not destroyed by the Conquistadors, and visting it has been a lifelong dream of mine. It was a bright, sunny day, unlike nearly all the photos you see of it which are normally foggy, misty, and rainy, so we were able to climb to the top where the guardhouse is. It was a treacherous climb, even in the sunshine, so we probably would not have attempted it in the rain. ( I will write more about this in my blog next week, www.barbaraglanz.com/blob/).

Unfortunately, that night 7 of the 14 of us got sick from something at the buffet lunch at MP (cost was $33 US, so it was not a “questionable” place), but mine only lasted about 14 hours, so I was the luckiest. The next day we took the train back to Cuzco and went to the Inca ruins of Sacsayhuaman (they pronounce it “sexy woman!”), a fortress that was the site of a fierce battle between the Incas and Francisco Pizarro.

On our flight back to Lima the following day, we had an experience we will NEVER forget – about 20 minutes into the flight, the oxygen masks came down throughout the plane. Both Barb and I were absorbed in doing something else, so it was quite a surprise. Unfortunately, the announcement, as everyone was hastily putting on their masks, was only in Spanish – the flight attendants spoke no English—so we had no idea what was really happening! Finally they asked our guide to take the mic and tell us what had happened. Evidently, the pilot had pushed the wrong button……which did not give us a great deal of confidence for the rest of the flight! 😉

We did arrive safely, of course, and had a final day in Lima for a city tour. We all really loved the city of Lima. We got to visit the 16th century Casa Aliaga, constructed in 1535 by a member of Pizarro’s conquering forces. It has been in the family for 17 generations, and they still live there. We also visited the cathedral as well as the Plaza de Armes where the fountain is the center of South America. That night Barb and I had dinner at Rosa Nautica, a lovely restaurant on the pier in Lima. We were the last of the group to leave for home at 12:30 am on March 21st. We slept in that last morning, and I woke up feeling like the most blessed person in the world to be able to have such an amazing experience!

A Customer Service Lesson in Peru!

Recently, I was privileged to spend 2 1/2 weeks in Ecuador and Peru in the Galapagos Islands and Machu Picchu. Little did I know I would have one of the most powerful customer service lessons of my career there!

As you know if you have traveled internationally, there are always individual vendors everywhere on the streets, trying to get you to buy their products. In some countries like China and Egypt, you are nearly accosted by them which is very uncomfortable. Even though they seemed a bit more gentle in South America, we were still wary of them, not wanting to be coerced into buying something we did not want.

After three days in Ecuador and travel to several of the little specialty craft villages where we did LOTS of shopping and then five days on the ship in the Galapagos Islands, we flew to Cuzco, Peru, where we did more shopping at the famous Pisac Market. Later, the bus took us to a lovely monastery where we were going to spend that night. The next morning we would board the train for Machu Picchu.

When we arrived that evening, outside the monastery there was a couple with their crafts, and they introduced themselves as “Mercedes” and “Mike 2.” We were all tired and not in the mood to purchase more, so Mercedes said, “Have a blessed evening, and we will see you tomorrow. Remember my name is ‘Mercedes’.”

The next morning there were Mercedes and Mike 2, waiting by our bus, trying to show us their goods, and again making sure we knew their names. We were all in a rush to get on the bus, so we did not pay a lot of attention to them, and besides, we had all done enough shopping. While we were waiting on the bus for our guide, Mercedes came to the windows and passed each one of us a little onyx (faux, I am sure!) necklace with a turtle on it since one of the primary attractions in the Galapagos are the giant tortoises. As she passed them out, she asked each of our names.

Then, she told us all, “In 4 days when you come back to stay in Cuzco, my shop is just down the street from the hotel on the righthand side.” (This was going to be a hotel in town, not the monastery in the country where we had stayed that night). “Just remember and ask for Mercedes.” Now, we had met many street vendors trying to sell us their goods, but never had we met anyone who GAVE us anything, so we were all impressed with her marketing and service skills.

After five wonderful days touring magnificent Machu Picchu, the most beautiful place I have ever been in the world, we flew back to Cuzco, and guess who was waiting outside our hotel? Mercedes and Mike 2, of course! Not only had she found out our schedule, but she remembered the names of nearly everyone on the bus and greeted us like old friends. Needless to say, we all went to Mercedes’s shop sometime while we were there and most of us bought something.

In the sea of needy and often pushy vendors, she had differentiated herself!

Things she did to serve us:

1. She introduced herself and her husband by name, and their names were memorable — “Mercedes” was not a name we heard often, and “Mike 2” is more memorable than just “Mike.”
2. She found out our schedule and was always there wherever we were going to be in her city.
3. She was not pushy, but she was persistent. She made SURE everyone knew her name and where her shop was.
4. She gave us something instead of only wanting us to buy. NO ONE else on the whole trip did that. It made her especially memorable.
5. She remembered our names and greeted us when we returned which created a kind of relationship.
6. Finally, when we did go to her shop, she offered us even more special prices than other vendors and then gave us another little trinket for choosing to “shop” with her.

Interestingly, we all thought we were “bought out” before we met Mercedes, but because of her service skills, we all ended up buying more! I suspect Mercedes and Mike 2 are doing very well in Peru! 😉

I will be writing more about my trip later in May here on the blog.

For more interesting articles on customer service, go to www.barbaraglanz.com/articles.

Autobiography

Someone just sent this to me today, and I thought how aptly it fits ALL of us as we continue this learning experience called life. I hope it causes you to think about your life as I have been thinking about mine.

AUTOBIOGRAPHY IN FIVE SHORT CHAPTERS
by Portia Nelson

CHAPTER I
I walk down the street.
There is a deep hole in the sidewalk
I fall in.
I am lost … I am helpless.
It isn’t my fault.
It takes me forever to find a way out.

CHAPTER II
I walk down the same street.
There is a deep hole in the sidewalk.
I pretend I don’t see it.
I fall in again.
I can’t believe I am in the same place
but, it isn’t my fault.
It still takes a long time to get out.

CHAPTER III
I walk down the same street.
There is a deep hole in the sidewalk.
I see it is there.
I still fall in … it’s a habit.
My eyes are open
I know where I am.
It is my fault.
I get out immediately.

CHAPTER IV
I walk down the same street.
There is a deep hole in the sidewalk.
I walk around it.

CHAPTER V
I walk down another street.

THE END
Today, I plan to take another street! How about you?

Blessings,
Barbara

To learn more about Barbara’s work, go to www.barbaraglanz.com.

Be Still!

I have always loved the Bible verse, “Be still and know that I am God.” Yet, how rarely do I practice it! We all get so busy with life that too often we run around the maze without thinking about where we are really going and why. I have been blessed to be on the National Advisory Cabinet for Guideposts and recently heard a thought-provoking talk by Rev. Paul Everett, who is married to Maggie Peale, Norman Vincent Peale’s daughter. It was titled “The Divine Nudge” and was about how many times God brings people into our thoughts and yet so often we fail to take time to listen and act on those “nudges.” We are just too busy! And because of that, we miss precious times of ministering and sharing and growing. The same is true for “listening” about the direction of our lives.

He quoted from the works of Henri Nowen, one of my favorite Christian writers:

“…Activities that can give us our routines and our security can also block out the ‘voice’ of correction and change…..we should be still – still in order to evaluate and hear. Thus a far greater challenge is not to DO, but to BE in the pace where we can hear; not hear the old and familiar, but to hear again what God thinks about our life’s direction, priorities, and activities, and to hear again what our heart is saying. This is often difficult for us. It is a struggle.

Yet hear new things we must! For we cannot simply continue to plunge headlong into the incessant round of activities that are no longer part of God’s creation for our lives and that no longer express our creativity and our central concerns.”

I have been thinking a lot about this concept recently. Each year I choose a theme for my year, and this year I chose “Rebuilding Relationships.” It is amazing to me how, when I AM listening, God has opened so many doors for me, out of my routine, to do just that. He has brought people from my past back into contact with me, He has given me extra time at home to schedule special sharing time with people I care about or want to know better, and He has provided work trips that will allow me to see people I love all over the country this year. Best of all, He has helped me give myself permission to have fun, too!

I have listened and made some changes in my life — I joined the Healthplex associated with the hospital here and am working out three times a week. (I have always walked on the beach and swum a mile in the pool when I was in town, but now I have something I can do even on the road, and I love that it is all computerized, so I can SEE my progress!) I have started sorting through papers and clothes and all those things that take up space in our lives. And most of all, I have taken a new attitude toward my work. Although I have a deep sense of mission about what I am doing, I have finally listened to the message that I do not have to do everything for everyone, and I do not have to work 18 hours a day when I am home.

I AM listening. Are you?????

Blessings,
Barbara

To learn more about Barbara’s work go to www.barbaraglanz.com.

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