Create a Positive, Upbeat, "Can-Do" Workforce and Dazzle the Customer with Your Caring!

Written by JoAnna Brandi

Continued from page 1

5. Dumprepparttar drama. Melodrama. It sells tabloids, and gets people to watch "Hard Copy" on TV, but it's something you don't need in your company. It saps valuable creative energy. If you've been using "Crisis Management" as your modus operandi, get out ofrepparttar 119526 office, read a few good books, (like Steven Covey's), benchmark with "new thinkers", and learn a new style. Crisis management is passe, wasteful and destructive.

6. Learn, teach and reward "Time-out" stress management techniques. A recent poll says that 90% of all Americans live in a state of chronic stress. YIKES!!!! No wonder customers get treated so poorly. Make sure people understandrepparttar 119527 role they play in controlling their own stress. We don't have control over circumstances; we do have control of how we perceive them. Take a deep breath, count to ten, walk away (physically or mentally) when you have to and call a "Time-out." Short circuit stress onrepparttar 119528 way in. Learn good stress management skills and teach them. Reinforce them. "Bob, I noticed how well you reacted with that angry customer yesterday, I was glad to see you take a deep breath and not react defensively - good job - you saved a valuable customer, and your own health as well. I'm proud to have you onrepparttar 119529 team."

7. Encourage people to live inrepparttar 119530 "now." Dwell onrepparttar 119531 past only long enough to figure out what you want to learn from it, and then move on. Stop talking about "the good old days." What is important is what is going on right now. Give your fullest attention to exactly what you are doing now. Do it well, do it right and enjoy it. Customers can always tell if you are giving them your undivided attention, and they really appreciate it.

8. Start a list called "The 10 Best Things about Working Here." Let people add to it and watch it grow. It's fun, positive and a great way to focus people on what's right with your business. Afterrepparttar 119532 list is finished start one called "Ten More.." Remember you get more of what you focus on.

9. Get psyched! Recognize that almost 80% of whatrepparttar 119533 average person takes in is negative. You've got a job to do. Create a positive sanctuary in your workplace. Develop a corporate library that includes all kinds of motivational literature, audio and videotapes. Play audiotapes and videotapes in lunchrooms, keep inspirational books around, start discussion groups. Create positive energy, people inside and outsiderepparttar 119534 company will feel it and want to come back for more.

10. Don't worry, be happy. Playing upbeat music helps lift your spirits. Challengerepparttar 119535 staff to developrepparttar 119536 "Happiest" of happy music tapes, a collection of tunes that will keep people smiling and whistling while they work. (They make great coming to and going home from tapes too.)

11. Smile. When you activaterepparttar 119537 smiling muscles in your face, you activaterepparttar 119538 "happy" brain chemicals that help you feel good. You can't be depressed when you are smiling, and smiles are contagious. So, smile.

As a manager, it's your responsibility to help to create an experience for your customer that hasrepparttar 119539 word "value" all over it. Customers respond better to a company that provides them with a quality product at a fair price served up by positive, upbeat, can-do people. Aw come on, who wants to do business with a grump?

JoAnna Brandi is Publisher of JoAnna Brandi's Customer Care Coach TM a weekly training program designed to teach managers "The Art and Science of Exquisite Customer Care." You can sign up to get her latest tips and get your personalized weekly coaching program at You can reach via email:

Top 10 Reasons to Retreat for Leaders and Managers

Written by Gala Gorman

Continued from page 1

5.Showcase your disciplines of leadership. In order to fully benefit fromrepparttar synergy that can be created when everyone is working onrepparttar 119525 same game plan,repparttar 119526 players must knowrepparttar 119527 talents available torepparttar 119528 team and how to use them for maximum results. The retreat provides an opportunity to highlight individuals and share their contributions in a way that promotes solidarity. 6.Demonstrate collaborative management. The master-mind experience can be very powerful. The process of collaboration transcendsrepparttar 119529 concept of “two heads are better than one”. When an organization’s leadership begins to employrepparttar 119530 ideas of people outside ofrepparttar 119531 traditional decision-making track, innovation becomes commonplace.

7.Grow managers into leaders. An organization’s managers can get bogged down in daily activities and inhibitrepparttar 119532 growth ofrepparttar 119533 organization. When managers are challenged to become leaders, there is a change in their thought process. It is no longer enough to just getrepparttar 119534 job done. The leader considers consequential implications of decisions made focusing on what is best for all stakeholders.

8.Recognize individual contributions. Just receiving an invitation to participate inrepparttar 119535 organization’s retreat is recognition of an individual’s contribution to past successes. Having their work recognized is cited time and again asrepparttar 119536 major factor related to satisfaction with a person’s work. When planningrepparttar 119537 retreat, it is important to considerrepparttar 119538 recognition factor in venue selection.

9.Inspire independent thinking. An organization is only as good asrepparttar 119539 people it employs to deliver its goods and services. Those people must be creative problem-solvers while constantly keepingrepparttar 119540 vision and goals in focus. In an environment of trust and openness independent thinking is worthrepparttar 119541 risk. Duringrepparttar 119542 retreat, participants increase their knowledge and, consequently, power to think. 10.Realizerepparttar 119543 full potential of participants. In every organization there are untapped resources. Those resources exist in human potential more than any other area. There is an invisible “force”, if you will, that is created by bringingrepparttar 119544 participants together inrepparttar 119545 retreat experience. Everyone involved wants to be their best and give their all. There are resources that are made available which would otherwise be beyond reach.

YES…a carefully crafted retreat can accomplish all ofrepparttar 119546 above and more. So, what does it take to have a successful retreat?

Fromrepparttar 119547 outset you need to viewrepparttar 119548 retreat as an investment in your business. At a minimum, there will be a significant contribution of time in planning and in taking your leadership out of operations onrepparttar 119549 day ofrepparttar 119550 retreat. You might decide that it makes sense to hire a professional facilitator or to use a facility that is well-suited to a retreat experience.

To ensure that you reap allrepparttar 119551 rewards possible fromrepparttar 119552 retreat, there are many things to consider. Fromrepparttar 119553 invitation list torepparttar 119554 venue and everything in between,repparttar 119555 success ofrepparttar 119556 retreat will be a direct reflection of what went into its planning.

What are you waiting for? Start planning your retreat TODAY!

According to Gala, “Retreat facilitation is one of the most rewarding things she does.” Gala holds a Master’s Degree in Human Development, is a certified public accountant, certified financial planner, published author, executive development coach and business consultant with over 25 years of experience. She can be reached at (702) 386-4111 or by e-mail at

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