ATTITUDE
The longer I live, the more I realize the impact of ATTITUDE
has on my life. ATTITUDE to me is more important that facts.
It is more important than the past, than money, than
circumstances, than failures, than successes, than what other
people think or say or do. It is more important than appearance,
giftedness, or skill; it will make or break a company, a
department, a church, a home, a relationship.
The remarkable thing is we have a choice everyday regarding
the ATTITUDE we will embrace for that day. We cannot
change our past…we cannot change the inevitable. The only
thing we can do is control the one thing we have to control…
and that is our ATTITUDE.
I am convinced that life is 10% what happens to me, and 90%
how I react to it. And, so it is with you…you are in charge of
your ATTITUDES.
Liberally taken from ideas by Charles Swindoll
R.S. Jerome, PhD
Code of Behavior
In Positive Working Relationships
Be respectful and sensitive to my needs and space
Come to work in a positive mood – or leave it outside
Address issues timely – do not hold grudges
Act and respond professionally
Be supportive – work together – help when necessary
Be a good listener - not judgmental
Clarify information before reacting
Be tolerant of others
Be patient, flexible, helpful, and honest
Be a good role model
OTIP (quit taking it personally)
FIDO (forget it, drive on – get over things)
Accept responsibility
Learn from mistakes
Keep an open mind to suggestions or new ideas
Do not waste my time
Keep smiling
R.S. Jerome, PhD
New Attitudes of Today’s Workgroups
 Child as Equal
 Want it Now – little value to deferred satisfactions
 Work and leisure –– social satisfactions from work
 Unrealistic sense of self-worth
 Authority not respected nor trusted
 Little confidence in Management or Leaders
 Absolute equality
 Fear of management – reprisals for input
 Need for participation
 Need for justification of action- procedures
 Little sense of history or respect for experience
 Less optimistic of long-term
 Difficulty with cause and consequences
 Melting pot of cultures and language
 Whatever
R.S. Jerome, PhD
Indicators of Good Internal Relationships
 Empathy and Understanding
 Lower absenteeism and turnover
 Fewer errors and mistakes
 Increase in cooperation and teamwork
 Fewer complaints and personal conflicts
 Initiative in taking action
 Willingness to take responsibility
 Quicker and more complete responses
 Improved customer relations
 Willingness to prevent or solve problems
R.S. Jerome, PhD
What Motivates Today’s Employees
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Responsibilities
Solving problems – together
Trust
Ideas being listened to
Cooperation among “team members” social acceptance
Knowing why – or feeling important to the
mission
Flexible controls – no micromanagement
Recognition of contribution and importance
Gain information, skill development, and
training
Support, coaching, and approval
Immediate resources and decisions
Free flow of communications – up and down
Instant communications – instant response
to questions
What Motivates You…?
R.S. Jerome, PhD
Generational Differences Motivation
Senior
Retiring
Gen x
Twitters
Individual
Collegial
achievement
Negotiation
Participative
Praise
Individual
unnecessary recognition
Direct –
immediate
options
Records awards
slow
planned
proved
immediate
Work ethic
organized
reference
impulsive
long view
customized
When I want urgent
R.S. Jerome, PhD
And you thought It Was Going to be a GOOD
DAY…
Today was special – You have been employed (now as a Manger) at the xxxx
Division for 20 years today. Although no one has said anything to you about this
special day, it doesn't matter… you have been making a difference in people’s
lives and you feel positive about yourself. Plus, you don’t need anyone else to
“motivate” you. But you did buy yourself a special Double Café Latte this morning
to celebrate.
Unfortunately, you are not able to enjoy this special, $6 cup of coffee… Gloria is
in your office, crying. Again. It seems that Bob insulted her again. He had
apparently overheard her talking to a customer on the phone and loudly started
correcting her. She was sure the customer could hear Bob’s big, booming voice –
so she apologized for the noise. After the phone call, Gloria confronted Bob. She
was tired of Bob’s controlling, superior attitude. After all, Bob is NOT a boss, but
simply a co-worker. They both have been at the Board for only a couple of years.
Gloria sensed that Bob just didn’t like her, or perhaps it was because of her
political/social stands…political buttons and posters adorned her office space.
Gloria sobbed “It doesn’t matter, he should not ridicule me!!!
Especially in front of the others.” But this morning, when he called me “stupid”
was just the last straw. … The supervisor doesn’t seem to notice how Bob puts her
down, but the other employees had to be aware of it. And it was personally
embarrassing to her.”
Gloria was crying … do something.
R.S. Jerome, PhD
Behind Bob
As Bob Cratchit would say, “I am behind the times, Sir. It won’t happen again.”
Well, this Bob is always “behind the times.” He is constantly late with his work
and assignments. Due dates are an approximation to him – perhaps a time to start
rather than complete. You have tried talking, joking, threatening, pleading but
nothing changes.
Bob is non-flappable – nothing seems to make him move faster… except when the
quitting bell rings, Bob is the first out the door.
But today was the final straw. You had given Bob an assignment to call a
customer. Two days ago, you had received a note from your boss with an attached
letter from an angry customer. You had asked Bob to “follow-up immediately.”
It was a minor mix-up that could be easily handled with an explanation to the
customer.
This afternoon, your boss called you on the carpet. It seems that the customer had
not been called and had e-mailed anther complaint to the CEO; who in turn, called
your boss… who in turn was ready to take it out on you and DID.
What about Bob?
R.S. Jerome, PhD
Gloria was a “Know it All” If she didn’t know it, she made it up (or
it seemed like it) for she had something to say about everything… even
the way you run your life.
“You should” seems to be her favorite phrase… You should do this; you
should do that… like you are so stupid that you can’t figure out things
for yourself. Even your personal life is not out of bounds for Gloria.
“You should dump your partner, your friends are just taking advantage
of you, you should not have bought that, you should have bought this
one, save your money, spend your money…” She always has an
opinion, and states her opinion like facts.
Gloria is not above picking your work apart – saying things like “this is
how the Director wants things done… or that is not how you should
write that – as I learned in journalism school”… or you know that twothirds of all errors are made in the because people are inattentive..” and
so on.
She just drives you up the wall – you try to ignore her, but she seems to
find your buttons. She is always spouting off, always talking… maybe
it’s her voice and superior attitude, but you are ready to scream.
R.S. Jerome, PhD
Just Skating Along…
You inherited Gladys; she has been in Claims for nearly 10 years.
Unfortunately, she does not have 10 years experience – but, she has
experienced 1 year - 10 TIMES. She still asks questions about simple
tasks… in fact, she asks the same questions – over and over - of numbers
of co-workers. She is a classic question shopper.
She does just enough to get by, but no more – which in itself is not a
really, really bad thing, but you have had to bail her out more than once
for ‘taking too long”, non-returned phone calls, misplace files, and
customer complaints. When you walk by her work space, she is usually
on personal phone calls or outside smoking.
. Her co-workers have covered, carried, and coddled her for years. She
and the previous supervisor had been very close friends, so Gladys never
felt she was in any really danger of losing her position or experiencing
any negative action at all. So why should she kill herself on the job?
Your staff is wondering how you will respond to the Gladys Challenge.
R.S. Jerome, PhD
Negative Nora…
Nora is negative… well, maybe not just negative, but bleak. She has had
every tragedy, illness, and catastrophe (so she says) that can possible
happen to a human being and still be alive or sane. If something bad is
going to happen, she predicts that it WILL happen to her. Poor Me
syndrome.
It’s like the March of Whines in every meeting. You dread talking with
her – but that is not the real problem. The real problem is her customer
relations. Her attitude is shared with both external and internal
customers. You have received feedback and complaints concerning her
attitude – which you have shared with Nora. However, it seems to
becoming critical. Yesterday you received an e-mail from the Executive
Office informing you they had gotten a phone call from a constituent –
complaining about the “attitude of your unit” Naturally Nora was the
one the customer talked with.
She has been in your care, custody and control for nearly 3 years, but
has worked for the Company for nearly 12 years.
R.S. Jerome, PhD
Plain Pain… Or the “March of Whines”
Bob is in fine voice today. It seems the coffee vender is out of Equal this morning
– but it did have Sweet and Low. From Bob’s complaining, Bob’s life –as we know
it – may well be over. In fact, Bob complains, snivels, and whines about
EVERYTHING! Nothing is too trivial to ignore. He is perhaps the most negative
individual found in State service. He builds the Rockies from molehills.
For example, if there is a meeting scheduled, Bob complains about “Having too
much to do to be going to meetings.” If there are no meetings scheduled, he
complains “No one ever lets us know what’s going on around here.”
Bob’s life is in shambles. According to Bob, he was raised in a dysfunctional
family – which seemed to spill into his own marriage – now according to rumor,
on the rocks.
Bob is competent in his job. He should be, he has been doing it long enough. He
makes few mistakes, but if one happens – rest assured – the mistake will be blamed
on someone or something else… NOT BOB. He spends his time whining rather
than completing tasks. He does just enough to get by. Others in the work group are
starting to tire of not only having to listen to Bob, but also of his constant
harangues and sarcastic remarks as he walks around the office all day. . It has been
tolerable for the last couple of years, but now his act is wearing thin. You
recognize that he is bringing everybody around him – DOWN! His immediate
supervisor seemingly does not act. Others are looking at you to do something!!!
R.S. Jerome, PhD
R.S. Jerome, PhD