SERVICE ATTITUDE
By Jasmine I. Aquino
SERVICE EXCELLENCE
Using our expertise to respond to the
needs and wants of others in a timely
and positive manner by meeting and
exceeding their expectations through
individualized and holistic assistance
Empowerment enables employees to
make decisions and provide service
excellence by acting in the best interest of
all stakeholders. However, a sense of
empowerment comes from within the
individual.
What can YOU do to
provide service excellence
to others?
EMPOWER THE BEAST WITHIN
•Behavior
•Empathy
•Attitude
•Service
•Trust
ATTITUDE
Our personal perspective following
the evaluation on a given matter
based on past experiences and
current values
HOW IS A PERSON’S
ATTITUDE SHAPED?
•Classical Conditioning
•Operant Conditioning
•Observational Learning
•Persuasion
•Cognitive Dissonance
CLASSICAL CONDITIONING
OPERANT CONDITIONING
OBSERVATIONAL LEARNING
PERSUASION
COGNITIVE DISSONANCE
HOW DO WE
COMMUNICATE ATTITUDE?
•Verbal – Denotation, Connotation
•Vocal – Pitch, Volume, Cadence
•Visual – Appearance, Body Language
TEN POSITIVE ATTITUDE PRINCIPLES
• Positive Thinking Principle
• Proactive Principle
• Appreciation Principle
• Small Stuff Principle
• People Principle
• The Self-Esteem Principle
• Overwhelm Principle
• The Flexibility Principle
• Response/Ability Principle
• The Self-Awareness Principle
POSITIVE THINKING PRINCIPLE
Proactive
Principle
Appreciation
Principle
Small Stuff
Principle
PEOPLE PRINCIPLE
Self-Esteem
Principle
Overwhelm
Principle
Flexibility
Principle
Response/Ability Principle
The Self-Awareness Principle
BIBLIOGRAPHY
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http://www.businessmanagementdaily.com/19426/bad-attitudes-complaints-handling-workplace-negativity. May 2014.
Biswas-Diener, Robert and Kashdan, Todd B. “What Happy People Do Differently.” Psychology Today. 2 Jul. 2013. http://www.psychologytoday.com/articles/201306/whathappy-people-do-differently. May 2014.
Bridges, William. Making Transitions: Making the Most of Change. Reading, MA: Addison-Wesley Publishing Company, 1991.
Buckingham, Marcus and Curt Coffman. First, Break All the Rules: What the World’s Greatest Managers Do Differently. New York: Simon & Schuster, 1999.
Constance, Joe. “Building Positive Attitudes in the Workplace.” Constant Training. 24 Feb. 2011. http://www.constanttraining.com/downloadfiles/AttitudesWorkbook.pdf.
May 2014.
Covey, Stephen R. The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. New York: Simon & Schuster, 1989.
Pearce, Terry. Leading Out Loud: Inspiring Change Through Authentic Communication. San Francisco: Jossey-Bass, 2003.
Ray, Linda. “The Effect of Employee Attitude on Productivity in the Workplace.” Global Post. http://everydaylife.globalpost.com/effect-employee-attitude-productivityworkplace-3168.html. May 2014.
Root, George N. III. “How Do Negative & Positive Attitudes Affect the Workplace?” Chron. http://smallbusiness.chron.com/negative-positive-attitudes-affect-workplace21287.html. May 2014.
Rosner, Bob and Campbell, Sherrie. “Maintaining a Positive Attitude in the Workplace.” Recession-Proof Your Career. Pay Scale. http://www.payscale.com/positiveattitude-in-the-workplace. May 2014.
Wallace, Ed. Business Relationships That Last: 5 Steps to Transform Contacts into High Performing Relationships. Austin: Greenleaf Book Group Press, 2010.
Wengrzyn, Rob. “Types of Attitudes in the Workplace: Cognitive, Affective & Behavioral Components.” Education Portal. http://educationportal.com/academy/lesson/types-of-attitudes-in-the-workplace-cognitive-affective-behavioral-components.html#lesson. May 2014.