WEBVTT

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It's really great to be in Bergen,
this is the second time this week.

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I live in Oslo, I guess
I'm living in the wrong place.

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(Laughter)

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As you quite rightly say, my name
Pellegrino, which is my first name,

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means 'pilgrim'.

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It was given to me by my Italian parents.

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It is as if they knew what I was going
to do for the rest of my life.

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"Let's give him the name 'pilgrim',
then he'll travel the world."

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That's basically what I did.
This is my workplace.

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I do a lot of travelling.

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I can give you a fancy title of what I do,

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but what I really do is I try
to help people communicate better,

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especially in the global business world.

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So I try to help people communicate better
with other nationalities.

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You know, the first thing
you think of when you work

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with other nationalities
and cross-cultural communication,

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is "Let's look at the other cultures."

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I take a slightly different approach,

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I say to people,
"Take a look at yourself."

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I am going to talk a lot about perception

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because it's all about perception
and understanding what people see.

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As you see, I have Italian in me,
I have a lot of British in me.

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Some people are often surprised
by my English accent,

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it's quite nice, isn't it?

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Because you weren't expecting this,

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you are expecting me
to speak with an Italian accent.

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I don't speak like that. (Laughter)

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And I've been in Norway
for over a third of my life actually,

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so I've got a lot
of Norwegian in me as well.

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What I like doing to people

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is I have these little social experiments
to test their perception of me.

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As I said, I travel a lot,
so I like playing with the airlines.

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I like going up to the airlines
and talk in English,

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or sometimes with an Italian accent,

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to see what kind of reactions I get,
and English is the best one.

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If you want a good service,
you speak English like I do.

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It's fantastic. People take you seriously.
Well, they do, you know.

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I mean, yesterday,
the plane to Bergen was late.

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If I go up and say, "Excuse me,
it's 30 minutes late,

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I'm a punctual person,
I don't like being late,"

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they just take you seriously.

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But yesterday I thought
I'd try in an Italian accent. (Laughter)

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So I went up, and I actually said,

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"Excuse me, but the plane
is 30 minutes late,

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I'm a punctual person, you know."
(Laughter)

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Exactly! I got the same reaction
as you did there.

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(Laughter)

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This is one of the problems
when working with other nationalities:

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people see what they want to see,
they don't always see what you see.

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And this is one of the challenges.

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Just before we get into it,
culture, let's look at culture.

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My definition of culture

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- I know this doesn't cover everything,
but let's keep it simple,

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I usually do two day workshops on this,
I've got 18 minutes -

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"a system of behaviour that helps us act
in an accepted or familiar way".

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Key word there: accepted or familiar.

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We're basically doing things

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which are accepted in our social group
and which are familiar.

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So a lot of my work is actually
explaining Norwegian behaviour

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to other nationalities.

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I'm constantly looking for this sort of,

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"Can we describe
a Norwegian in a nutshell?"

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I think I found it - I found
this fantastic text on the Internet,

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I want you to read it,
it's really worth reading.

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"If you were to use a colour to describe
this person, he'd have to be green.

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He lives in isolation in his home, a place
he best describes as 'his' and 'cosy'.

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However, he is not the most receptive
of people when it comes to visitors."

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The typical Norwegian.

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"He is somewhat primitive,
but he is honest, straightforward,

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all he really wants in life are the simple
little pleasures like peace and quiet."

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Do you recognize any of this?

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There are some key words -
can you see that?

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They jump out at you.

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And OK, it's a stereotype,
but a lot of this is a bit true.

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I show this to Norwegians,
and they kind of nod,

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"Yeah, OK. I'll give you that one."

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Then I surprise them:

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this is a description not of a Norwegian,
but of a Hollywood film star.

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Yeah! Would you like to know who it is?

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There it is.
Is that person there. (Laughter)

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The point about this is you often believe
what people tell you as well.

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I could sit there and tell you
this is a Norwegian, and you believe it.

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It's not a Norwegian at all;

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although maybe this could be a Norwegian
that is going off to this house,

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but there are many words in there
which are accepted and familiar.

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Another accepted and familiar thing
about Norwegian life

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is the Norwegian forest;
I live in the Oslo area, it's all forest.

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Working across borders is basically
not accepting completely

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that your assumptions
are the assumptions of others.

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I mean that's logic;
you know, common sense.

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The Norwegian forest is a good thing,
isn't it, Norwegians in the room?

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It's all good, it's fresh air, nature,
elks, skiing, it's fantastic.

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That's what my wife thought the first time
my father visited us in Norway

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because she thought
we would do something nice.

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So my wife asked my Italian father,

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"Would you like to go
for a walk in the forest?"

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And my father looked at her
and said, "Why?"

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(Laughter)

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I had to explain to my wife
that if you say to another Italian,

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"Hey, you and me,
we go for a walk in the forest,"

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that means something else,
you don't do that. (Laughter)

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But how can you know that?
How could you know that?

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Accepted and familiar.

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At the time, we went for a drive,
we went for a drive with my father,

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and we are all looking at the same thing.

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A beautiful Norwegian landscape.

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And my father is taking photographs
that he wants to show his friends.

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The road is kind of bumpy,
so he says to my wife,

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"Could you slow the car down? Stop it,
I want to take a proper photograph."

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My wife says, "But Mr. Riccardi,
there is nothing here."

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He looks at her and says to her,
"I know. I've never seen nothing before."

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(Laughter)

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What was amazing with this
is we're looking at the same pictures

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and using completely
different words to describe it;

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this is the challenge
of working across borders.

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We've got different ideas
of accepted and familiar.

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Here is what is accepted and familiar
to me when I queue.

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I was raised in the UK,

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we're the world champions
of queueing, waiting in line.

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And you know? We're fantastic.

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If you're waiting in line
in a supermarket in the UK

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- let's say there are
10 people waiting in line,

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we all are getting a bit impatient
because we're all waiting in line -

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and then they open a new cash register,
do you know what will happen in the UK?

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The first four people won't move,
they'll stay in the queue.

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The next six people will move
to the next cash register

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in more or less the same order,
and they kind of check with each other.

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If they open another cash register,
the same will happen.

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It's like a formation dance,
it's fantastic.

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Would the same happen in Norway?

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No. What would happen if they shout
in Norwegian "Ledig kasse",

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which is "Available cash register"?

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What happens? Everybody goes for it.

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It's first come, first served, isn't it?
Isn't that what is accepted and familiar?

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The first time that happened to me,

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I was shocked, and I said some
not very nice things about Norwegians.

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(Laughter)

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But, you know, you got to dig a bit deeper
to find out why Norwegians do that.

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Why are they running
for that cash register?

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Why is it a free for all
and first come, first served?

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I think it has got to do with this.
"What?" they say.

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This is the King of Norway
on a train in 1973,

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that guy in a cap on the right.

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This is equality,

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and I think the queueing system
in Norway is all about equality.

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First come, first served
is about equality,

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and it's the ability
to dig under the surface

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and find out what
the underlying values are.

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That's how you know
how to communicate with people,

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this equality is really
important in Norway.

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It's the reason we're
so laid back with each other,

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we don't bother with titles,
we dress casually,

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it makes a fantastic business
environment actually, doesn't it?

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But sometimes, it can take you
a bit by surprise,

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and in those situations where you feel
uncomfortable or irritated,

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we have a tendency to jump
to the negative conclusions

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rather than the positive conclusions.

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I travel all over the world

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- and this is not
an advertisement for the airlines -

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but it is Scandinavian Airlines,
and Lufthansa, and Singapore Airlines,

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and everybody knows Singapore Airlines
has the best service - why?

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Because they have a whole lot
more hierarchy in their societies.

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Therefore, when they serve you,
they serve you,

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and the Singapore Airlines staff
- if you ever been on their flight -

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but from the moment they welcome you,
they look like they're going to serve you.

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I mean, it's just the body language,
it's like, "Anything for you, sir."

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Now, if a Scandinavian Airlines person
did this when you came on,

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yeah, exactly, you would get
suspicious, wouldn't you?

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What is going on? (Laughter)

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Because it is not accepted
or familiar, that's it, you know.

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This is what it's all about.

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So this is how we do it.
And look at the space.

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Space is important, nobody is touching.

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If you go to somewhere like Finland,
that space becomes even more, can you see?

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(Laughter)

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It's fantastic. (Laughter)

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Look at the way they queue in France.

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It's nothing like the way
I'm used to queueing,

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and it's different every day,
it's never the same.

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And in some cultures, you need
a bit more motivation to stand in line.

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This is my favourite one,
this is fantastic, look at this.

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(Laughter)

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Isn't that great?

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They're all different.

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We are all doing the same thing
in slightly different ways.

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Now, how do you get across borders?
How do you navigate through this?

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Because you can't learn
all the codes, it's impossible.

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Here is a tip. This is what I'm really
passionate about - curiosity.

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I am, have been, always will be
a curious person.

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Curiosity gets you
through a lot of things.

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I believe you can ask any question
to anybody just about anything,

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provided you do it with curiosity.

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That's it. Curiosity is a great thing.

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Now, I've got three kids.

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Kids are the most curious
creatures on the planet.

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A recent survey - I can't believe this,
but I have to quote it -

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apparently, 4-year-olds will ask
up to 390 questions per day.

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82% of those questions will be
to mothers rather than fathers.

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You know why?

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When the kid goes to the father,
what does he say?

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Go and ask your mother. (Laughter)

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Curiosity is so important.

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One of the most 
difficult situations I had--

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I was having a meal
in Helsinki, in Finland,

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and I was sitting there,

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and the thing is when we, Italians, eat,
we talk, we have to talk actually.

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We eat and we talk, we eat and we talk.

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We're not alone on that actually,
many cultures do that.

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Finns, on the other hand,
don't have to talk.

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They can talk, but they don't have to.

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So, I'm sitting next to this Finn,

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and I'm trying to be curious
and create a conversation,

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and I thought, "OK, small talk."

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The rules of engagement of small talk.

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Rule number 1: ask a simple question.
Curious, simple question.

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Rule number 2: listen to the answer,
pick out a word, follow up that word.

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It's really simple actually.

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So, I was there, this quiet Finn
was sitting next to me.

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I turned to him, and I said,

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"So, have you lived
in Helsinki all your life?"

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He looked at me a little strange,
and he said, "Not yet."

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(Laughter)

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Moments like this

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- you know, which word
do I follow up: 'not' or 'yet'? -

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(Laughter)

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challenge your curiosity,
but you've got to be curious,

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it's really simple.

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Do you know what it is
about the Nordic cultures?

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It's all about economy of language.

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Italians use loads and loads of words
to say very, very little actually.

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In the Nordic countries,

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it's different, it's the opposite;
minimum words, maximum message.

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So, where I was raised, in the UK
- it is also lots of words, by the way -

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look at this, "Excuse me,
may I just interrupt you for a second?"

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That is 10 words.
That is way too many words.

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The Norwegians manage
to do this in one word,

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that's what I call economy of language.

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What is the word?

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Look at this. (Laughter)

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Yeah. (Norwegian) "You?" That's it.

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"Sorry for bumping into you like that,
terribly clumsy of me."

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That is way too many words.
The Norwegians do it in one word.

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Ready? There it goes: [Oi!]
Fantastic. (Laughter)

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My favourite - and you know the answer -

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"Sorry, I didn't quite catch
what you just said."

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(Audience) Hæ?

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Well-done. "Hæ?" One word.

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The first time I heard that,
I just heard this, "Hæ?" (Laughter)

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I've got three kids now going,
"Hæ?" "Hæ?" "Hæ?"

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(Laughter)

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But look beyond the negative side,
and look to the curiosity.

00:11:58.538 --> 00:12:00.596
And this is it, we are often misperceived

00:12:00.597 --> 00:12:04.816
because, on a serious note, this "Hæ?",
which I've heard many times,

00:12:04.817 --> 00:12:09.458
doesn't often get perceived
very positively by other nationalities.

00:12:09.459 --> 00:12:10.945
You get it, yeah?

00:12:10.946 --> 00:12:14.529
Everyone has been
misperceived in their life.

00:12:14.530 --> 00:12:17.313
The Dutch are often misperceived,

00:12:17.314 --> 00:12:21.325
they complain a lot, they are
the world champions of complaining.

00:12:21.326 --> 00:12:23.152
But why do they do it?

00:12:23.153 --> 00:12:25.471
Because they are looking
for something better.

00:12:25.472 --> 00:12:30.348
One way to do it is to complain and seek
a better result, that's often difficult.

00:12:30.349 --> 00:12:33.067
I used to work with a guy
who was French - he is French -

00:12:33.068 --> 00:12:36.102
I used to work with him,
his name was Yves.

00:12:36.103 --> 00:12:38.475
Yves. Yves complained a lot as well.

00:12:38.476 --> 00:12:41.349
He complained about everything,
and he questioned everything.

00:12:41.350 --> 00:12:42.590
He had a fantastic mind.

00:12:42.591 --> 00:12:44.561
I would come into work--

00:12:44.562 --> 00:12:47.541
and once I came into work,
and I said to Yves, "Good morning!"

00:12:47.542 --> 00:12:49.412
He looked at me and said, "Is it?"

00:12:49.413 --> 00:12:50.953
(Laughter)

00:12:50.954 --> 00:12:53.503
He was on that level, you know.

00:12:53.504 --> 00:12:56.466
I've had my challenges too.

00:12:56.467 --> 00:12:58.705
The biggest challenge I've had

00:12:58.706 --> 00:13:01.971
living in Norway and trying to communicate
with my fellow Norwegians,

00:13:01.972 --> 00:13:04.228
is, of course, feelings
and expressing feelings.

00:13:04.229 --> 00:13:07.178
Where I come from, we express.

00:13:08.278 --> 00:13:10.635
What I've learnt to do
- I've had to learn to do -

00:13:10.636 --> 00:13:14.626
is kind of tone myself down actually
living in the Nordic countries, in Norway,

00:13:14.627 --> 00:13:19.183
to tone myself down, keep it low,
keep it calm, because that works better,

00:13:19.184 --> 00:13:21.764
which is often very, very difficult.

00:13:23.204 --> 00:13:28.511
Another thing is rules,
I still find rules a little tricky.

00:13:28.512 --> 00:13:31.264
I must admit
that is where I'm quite Italian.

00:13:32.274 --> 00:13:37.247
These are people driving
into work in a town, in Norway;

00:13:37.248 --> 00:13:39.119
they are following rules, can you see?

00:13:39.120 --> 00:13:42.606
They are simple rules, the rules are:
keep between the lines

00:13:42.607 --> 00:13:45.619
and don't use the lane over there,
- the public transport lane -

00:13:45.620 --> 00:13:48.691
unless you're a bus, a taxi,
or an electric car; simple rules.

00:13:48.692 --> 00:13:49.900
And look at this:

00:13:49.901 --> 00:13:54.428
every single car manages to drive
between the lines, it's fantastic.

00:13:54.429 --> 00:13:59.107
Now, this is a little clip that I took
this summer driving down to Italy.

00:13:59.108 --> 00:14:02.995
This is a police car; that car
has nothing to do with the police car.

00:14:02.996 --> 00:14:05.597
It's just a little, short clip,
but look at it.

00:14:05.598 --> 00:14:10.206
I mean, would you do that in Norway?
You know you wouldn't.

00:14:10.207 --> 00:14:11.695
This is another clip in France.

00:14:11.696 --> 00:14:17.345
What they do - yeah, yeah, look -
what happens is that, you see, they drift.

00:14:17.346 --> 00:14:20.166
I love that guy in the BMW,
the French guy is going,

00:14:20.167 --> 00:14:23.397
"Left or right? I do not know yet.
I have not decided." (Laughter)

00:14:23.398 --> 00:14:24.765
It's fantastic.

00:14:24.766 --> 00:14:28.276
In some countries,
you can't even see the lines.

00:14:28.277 --> 00:14:31.712
Where are the lines? Where are they?

00:14:31.713 --> 00:14:33.965
I suggested once
to an Indian colleague of mine,

00:14:33.966 --> 00:14:36.305
"Perhaps, if you painted
the lines more regularly,

00:14:36.306 --> 00:14:37.787
people would follow the rules."

00:14:37.788 --> 00:14:40.490
He said, "No, that would be
a waste of paint."

00:14:40.491 --> 00:14:42.569
(Laughter)

00:14:42.570 --> 00:14:46.578
That is why we have
traffic wardens in Norway.

00:14:46.579 --> 00:14:50.051
This is a traffic warden in Norway
giving a ticket, a fine to this car.

00:14:50.052 --> 00:14:51.566
Now, I'm just going to check.

00:14:51.567 --> 00:14:54.909
You see, Norwegians know
these rules instinctively,

00:14:54.910 --> 00:14:56.909
it's your duty to learn the rules,

00:14:56.910 --> 00:15:00.398
but can I ask you why that car
is going to get a fine?

00:15:00.399 --> 00:15:03.198
Too close to the zebra crossing there,
pedestrian crossing.

00:15:03.199 --> 00:15:05.734
What is the minimum distance?

00:15:05.735 --> 00:15:08.247
People mumbling '25'.

00:15:08.248 --> 00:15:10.555
You know this stuff,
it's like a stupid question.

00:15:10.556 --> 00:15:15.676
So the day I parked my car in Oslo...
let me just explain you what is going on.

00:15:15.677 --> 00:15:18.271
The line goes under here
and then underneath the wheel,

00:15:18.272 --> 00:15:22.409
this is no parking,
I was a little bit in a hurry.

00:15:22.410 --> 00:15:26.993
My wife said to me, "I think you should
move your car forward a little bit."

00:15:26.994 --> 00:15:28.495
I said, "Why?"

00:15:28.496 --> 00:15:31.971
"Just move your car.
It's... you'll get a fine."

00:15:31.972 --> 00:15:32.977
"Why?"

00:15:32.978 --> 00:15:35.347
"Just... just, please, move your car."
(Laughter)

00:15:35.348 --> 00:15:37.859
You could see she was
really uncomfortable,

00:15:37.860 --> 00:15:39.487
and this irritated me, I thought,

00:15:39.488 --> 00:15:41.939
"You know, I don't have
time for this. Let's go."

00:15:41.940 --> 00:15:43.400
So I left.

00:15:43.401 --> 00:15:46.227
OK - and this is especially
for the Norwegians in the room -

00:15:46.228 --> 00:15:47.335
did I get a fine?

00:15:47.336 --> 00:15:48.362
(Audience) Yes.

00:15:48.363 --> 00:15:51.355
Do you feel sorry for me? No.
You get no sympathy. (Laughter)

00:15:51.356 --> 00:15:53.716
No sympathy whatsoever.

00:15:53.717 --> 00:15:56.068
It's a simple bloody rule,
follow the rules.

00:15:58.288 --> 00:16:03.182
Italians believe that the power of speech,
the power of persuasion

00:16:03.183 --> 00:16:05.742
is you most important tool in life.

00:16:05.743 --> 00:16:07.768
We believe that you can appeal to people;

00:16:07.769 --> 00:16:10.741
if you're good enough at appealing,
they might listen to you,

00:16:10.742 --> 00:16:12.792
and they might find
an alternative solution.

00:16:12.793 --> 00:16:17.938
So I believed that I could call
the Oslo Traffic Police

00:16:17.939 --> 00:16:21.332
and talk my way out of the problem,
and I can see Norwegians doing this,

00:16:21.333 --> 00:16:25.727
"Oh, no! You're wasting
your time. Don't bother."

00:16:25.728 --> 00:16:27.794
No! I thought I would try.

00:16:27.795 --> 00:16:31.280
I called the guy down at the Oslo Traffic,
"Hello, this is Pellegrino ..."

00:16:31.281 --> 00:16:34.608
- by the way, I spoke English,
of course, not Norwegian,

00:16:34.609 --> 00:16:36.797
because they take you more seriously -

00:16:36.798 --> 00:16:41.526
"Hello, this is Pellegrino...
I'm referring to the case 78206."

00:16:41.527 --> 00:16:43.497
"Yes, I have it in front of me here."

00:16:43.498 --> 00:16:46.315
"I was just wondering
if we could be a bit flexible on this,

00:16:46.334 --> 00:16:48.244
we're only talking about 20 centimetres,

00:16:48.245 --> 00:16:52.218
I'm really sorry, I've learned my lesson,
I won't ever do it again."

00:16:52.219 --> 00:16:53.515
Did it help?

00:16:53.516 --> 00:16:55.183
Not at all.

00:16:55.184 --> 00:16:58.249
To his credit, he was good,
he was really good.

00:16:58.250 --> 00:17:00.765
I could hear him clicking,
he had all the rules,

00:17:00.766 --> 00:17:04.517
he was saying, "I'm very sorry,
but the wheel must be inside the box.

00:17:04.518 --> 00:17:05.818
(Laughter)

00:17:05.834 --> 00:17:08.031
It says so here in the rule 5,
paragraph D."

00:17:08.032 --> 00:17:10.165
He had all the answers in front of him.

00:17:10.165 --> 00:17:12.493
Then he said something I'll never forget,

00:17:12.494 --> 00:17:15.958
"Riccardi is your name,
you may be Italian.

00:17:15.959 --> 00:17:18.755
You probably like football."
I said, "I do like football."

00:17:18.756 --> 00:17:20.477
"Well, it's like football, you know.

00:17:20.478 --> 00:17:23.377
The ball must be over the line,
the wheel must..." (Laughter)

00:17:23.378 --> 00:17:25.410
But it's fantastic.

00:17:27.670 --> 00:17:31.696
It was great. He had all the answers,
black and white, he had everything.

00:17:31.697 --> 00:17:33.586
Fine.

00:17:33.587 --> 00:17:36.925
I told my friend Yves this,
my friend Yves, the French guy,

00:17:36.926 --> 00:17:40.165
who got really irritated.
- Remember Yves? "Is it?" -

00:17:40.166 --> 00:17:41.938
He is really good at asking questions

00:17:41.939 --> 00:17:44.183
and said, "OK, the wheel
must be inside the box.

00:17:44.167 --> 00:17:47.126
What if I take the wheel off the car?
What would happen then?"

00:17:47.146 --> 00:17:49.915
I thought that was really
interesting actually. (Laughter)

00:17:49.916 --> 00:17:53.556
I called back and asked, "What would
happen if I took the wheel off the car?"

00:17:53.557 --> 00:17:57.826
He didn't have an answer for me.
He couldn't answer that question.

00:17:57.827 --> 00:17:58.888
Why not?

00:17:58.889 --> 00:18:00.895
It's not an accepted
and familiar question,

00:18:00.896 --> 00:18:02.607
and he doesn't have that approach.

00:18:02.608 --> 00:18:04.376
Then you need the help of an Italian

00:18:04.377 --> 00:18:06.575
because the time I parked
my car in Italy...

00:18:06.576 --> 00:18:09.855
You see, I was looking for a parking place
on a holiday, impossible.

00:18:09.856 --> 00:18:12.082
I see a traffic warden,
and I go up to her.

00:18:12.083 --> 00:18:15.416
I start talking in Italian,
"Listen, I'm looking for a parking place."

00:18:15.417 --> 00:18:19.376
She says, "There is a parking house nearby
but don't park your car there."

00:18:19.377 --> 00:18:20.551
"Why not?"

00:18:20.552 --> 00:18:23.288
She says, "It's too expensive. 40 Euro!"
(Laughter)

00:18:23.289 --> 00:18:24.607
"Really? What should I do?"

00:18:24.608 --> 00:18:27.010
She says, "I like you.
You seem like a nice fellow.

00:18:27.011 --> 00:18:29.912
I like the way you talk Italian,
I'm going to help you today.

00:18:29.913 --> 00:18:31.387
Park your car over there."

00:18:31.388 --> 00:18:34.918
And she points over to this sign
and says, "Go and park car over there."

00:18:34.919 --> 00:18:36.441
(Laughter)

00:18:36.442 --> 00:18:37.691
"Come on, I can't..."

00:18:37.692 --> 00:18:40.030
"It's OK, it's not dangerous.
Park your car there.

00:18:40.031 --> 00:18:43.092
Don't pay 40 Euro in the parking house.
Park your car over there.

00:18:43.093 --> 00:18:45.819
I give you a fine for 30 Euro,
you save yourself 10 Euro."

00:18:45.820 --> 00:18:47.608
(Laughter)

00:18:50.358 --> 00:18:54.347
I'm not here to discuss
whether it's right or wrong,

00:18:54.348 --> 00:18:56.767
but what I can tell you is that I get it.

00:18:56.768 --> 00:18:59.128
I get it because I've got it inside me.

00:18:59.129 --> 00:19:03.266
I've seen this before, and I accept it,
and I can see the positive elements.

00:19:03.267 --> 00:19:06.624
You see, these three cultures
I have inside me.

00:19:06.625 --> 00:19:09.455
Just to finish off, this is
what I'm passionate about:

00:19:09.456 --> 00:19:12.189
I've got three cultures inside me,

00:19:12.190 --> 00:19:14.668
they're all very different,
they are planets apart,

00:19:14.669 --> 00:19:17.016
they really are, in certain aspects.

00:19:17.017 --> 00:19:20.068
But you know what I try to do daily,
especially with my kids?

00:19:20.069 --> 00:19:23.796
I try to take the best of all three

00:19:23.797 --> 00:19:29.599
and try to merge them into one new culture
where you take the best of all three.

00:19:29.600 --> 00:19:32.604
Across borders isn't about going
to cross borders in my mind,

00:19:32.605 --> 00:19:35.783
it's about extending your borders
and creating new ones around us.

00:19:35.784 --> 00:19:39.582
And if you can create a new culture
where you take the best of all three,

00:19:39.583 --> 00:19:43.409
like I try to do,
and it's not easy, guess what?

00:19:43.410 --> 00:19:46.756
That is when you create
what we call a global mindset.

00:19:46.757 --> 00:19:49.987
And I believe this is what makes
the world go around.

00:19:49.988 --> 00:19:51.194
Thank you very much.

00:19:51.195 --> 00:19:53.047
(Applause)