Show Your Gratitude

Are you trying to be right?  Have the answer first?  Research shows that grateful people are happier and more likely to maintain good friendships.

A state of gratitude, according to research by the Institute of HeartMath, also improves the heart's rhythmic functioning, which helps us to reduce stress, think more clearly under pressure and heal physically. It's actually physiologically impossible to be stressed and thankful at the same time. When you are grateful, you flood your body and brain with emotions and endorphins that uplift and energize you, rather than the stress hormones that drain you. 

That’s better than any multi-vitamin!

Here’s how to put it into action:

Write it!  Martin Seligman, Ph.D., the father of positive psychology, suggests we write a letter expressing our gratitude to someone. Then we visit this person and read them the letter. His research shows that people who do this are measurably happier and less depressed a month later.

Say it!  Take a moment to energize and engage people on your team by letting them know you are grateful for them and their work.  Doug Conant, the CEO of The Campbell Soup Company, has written over 16,000 thank you notes to his employees and energized the company in the process.  (I wonder how many were written in alphabet soup?) 

Did you know? The number one reason people leave their jobs is because they don't feel appreciated. A simple 'thank you' and a show of appreciation can make all the difference.

It's Thanksgiving week, let your employees know you are THANKFUL for having the opportunity to work with them.

All of us here at Ward Certified are thankful for the opportunity to connect with you every week!

An Appropriate Response

Imagine you just discovered a shortcut or a technique for dealing with a customer and you told me about it with great enthusiasm.

I responded with…

 "Yes, I already knew that."

Ya I know

or

I heard that already

How did that feel?

Instead of making the other person feel out of the loop or as if they were the last to know, just listen and ask a follow up question such as:

“That’s terrific, how did you discover that?”

How you respond will shape what they share with you in the future.

It's Veterans Day

Veterans Day, or Remembrance Day as it's known in Canada, is a day to reflect.  It's a day to take a moment of silence and give thanks to all those who fought and survived, and to those who died for their country. Seems like a good opportunity to thank someone you know.

Someone who has:

  • served their country
  • a family member currently serving their country
  • extended extra effort this week to accomplish a goal
  • a positive approach or attitude that helped motivate the team
  • been thoughtful and brought you a coffee or cookie in the afternoon 

Thank you for your readership and ongoing support.

Managing Distractions

We value focus and admire those who can manage distractions well.

Turns out, not all disruptions are negative.

Gazing out of the window allows your brain to come up with new ideas or process information. Comparing thoughts on Dancing With The Stars for a few minutes can give you a much-needed break, so you return to work in a better, more productive mood.

Instead of barring things that take your attention away from work, try creating and embracing positive interruptions.

Need a new view?  Follow us on Facebook and look for our training room view of the day.

The Walking Dead

Does walking into your office first thing in the morning make you feel like you are entering a zombie apocalypse?

Maybe you feel like Rick, having to constantly be on the move to avoid that one (or more) employee(s) that sucks the life out of you?  You know the one who...

  • is hard to motivate
  • is resistant to change
  • loves to complain

It's time to bring them back to the "living"!

Consider these ideas:

  • Spend some one-on-one time with them.  (Take that look off your face! It will benefit you and the team.)  
  • Take them to lunch or for a cup of coffee and talk.  Chances are, whether you are aware of it or not, avoiding them may be why they are acting up to get some attention. 
  • Talk about your expectations.  Be clear and don't be afraid to set the bar high. In fact, try giving them a tough assignment - something that will challenge them and keep them too busy to complain. 

Don't be scared, give one of these techniques a try.

Check out our new website!

Sweeten The Deal

Next week is Halloween, so why not put those dangerous, bite-sized candies to good use. 

Everyone loves candy!  Instead of plopping a bowl of candy on your desk for your team to snack on, have them earn it.

Idea:  Sweet Service - offer specific sweets for specific goals.

It could go something like this:

- Convince a customer to sign up for the season, or agree to monthly EFT payments that show their commit-mint.  Junior Mints

- Set up a customer's pre-buy for the year or automatic credit card payments. 100 Grand Bar

- Tell a funny joke and make the whole office chuckle.  Snickers

- Tactfully deal with a long-time customer who everyone has dealt with before and is a little ‘nuts’. Almond Joy

- Skillfully solve a problem in the office. Smarties

- WOW'd a customer, then they earned a break. Take 5

You get the idea!  If you've got others...please email me.  I love a good pun!

Have a Good 'n' Plenty Halloween. 

Stop the whining

A question I get asked a lot is…"how do I stop the whining?"

If you want to change the way people talk to you, change the way you respond.   Let the team know that if they come to you with a problem, you expect them to present a solution as well. 

Example 1

Adam comes to you and asks, "What should I do about customer X, they want..." 

You:  What do you think you should do?

Adam:  I dunno. 

You:  Consider it for a moment, what are your options?  

Adam:  Wow, you are really going to make me do this, huh?  Okay, I think I should ….

You:  Sounds good.  Give it a try and let me know how it works out. (Notice the opportunity for positive feedback when they do it and it works!)

Example 2

If the concern is about a co-worker, use the same technique.

Gwen:  Blake is doing this and it bothers me.

You:  Have you spoken to Blake about this?

Gwen:  No.  You’re the boss, I thought you could fix it.

You: I’m confident in your ability to work this out with Blake and I think he would prefer to hear about it directly from you.

Gwen:  Well, I can try.

You:  Sounds good.  I appreciate you working on this and am confident you can handle it.