Brio Leadership

Whether you like it or not, your attitude affects everything you think about, say and do. Your attitude speaks louder than words; people around you sense your attitude without a grand announcement on your part. If you do all the “right things” but do them with a poor attitude, people will sense the attitude and ignore the proper behavior.

Understanding this is essential to delivering world-class customer service. You can learn a gazillion techniques to deliver excellent service, but if you perform them with an air of negativity, boredom or a lack of caring, the attitude is communicated most strongly and the techniques are ineffective. Your customers will perceive you as phony or fake as you go through the motions of providing great service by rote.

Developing a positive attitude affects other aspects of your life. When you are optimistic, good things tend to happen to you. The creative power of your mind draws similar experiences to you – positive draws positive, negative draws negative. When you focus on the negative, you notice unpleasant things. You interpret events with a pessimistic twist.

Choosing a positive outlook has the opposite effect – you begin to notice the pleasantries of the day and view events with optimism and hope. Your attitude determines whether you will have a happy or a miserable day.

What really is a positive attitude? Like many things, you know it when you see it. It is an optimistic outlook on life. It is an appreciative approach to your co-workers and clients. It is being grateful for the present moment. It is feeling like life is full of promise and there are good people everywhere.

Some people are innately positive and they don’t need to work at it. They just skip through life with a smile on their face, knowing that the glass is always half full. Other people are not naturally so cheerful and need reminders to choose a positive attitude. The best way to develop a positive attitude is to create structures or habits that support optimism.

The morning is a good time for most people to practice a positive attitude habit. You might consider any of the following suggestions to set your intention for a positive attitude that lingers the whole day:

1. Take some quiet time in the morning to read, meditate, pray, write in a journal, ponder life over a cup of coffee or sit outside for a few minutes. Some people find reading poetry, spiritual writings or a self-help book puts them in a positive frame of mind for the rest of the day.
2. Sing along with the music on the car radio on your way to work. Sing only happy tunes.
3. As you walk into the office, remember all the things you appreciate about your customers, your co-workers, your boss and your company.
4. Count your blessings on the way to work. Make it a habit to acknowledge new things everyday – not just the same old refrain of “I’m grateful for my spouse, my kids, my car, my home, etc.” In looking for something new to appreciate, you will be forced to notice the small moments in daily life that are truly gifts of happiness. Examples of small gifts of happiness include the smile you get from the barista at Starbucks, the kind email you receive from a co-worker, the compliment on your presentation you get from your boss, the appreciation your clients give you when you solve a problem for them, the wisdom that comes from a young child.

During the day, you can practice these suggestions to maintain your positive attitude:

1. Remember to smile often, even when you are grumpy. Smiling tricks the body into thinking that it is happy and counter-acts the fight-or-flight reaction that you have when you are stressed. Try it – it’s amazingly effective. If you talk to customers on the phone, get into a habit of smiling before answering the telephone. Your smile is heard in your voice and sets the tone for the entire conversation.
2. Take breaks in your day to practice self care: Take a walk outside, eat your lunch away from your desk, remember to take a deep breathe when stressed. Meditate, pray, or do yoga in a quiet corner (sometimes the restroom is the only private place I can find in a busy day at the office). Dr. Herbert Benson, in the “Relaxation Response” calls these moments “mini-relaxation responses” or just mini’s – short moments when you relax by breathing deeply and meditatively calm your mind.
3. Focus on your heart. Your heart is a stronger oscillating power than your brain, as measured by each organ’s electromagnetic force. When you entrain your brain waves and heart waves to oscillate together, you reduce your stress and enhance your decision-making capacities. Focusing on your heart will draw your over-tired brain into coherence with your heart and enable you to renew your positive attitude. Focus on your heart by putting your hand on your heart, listening to your heartbeat and imagine that you are breathing from that space. Think of something that invokes an appreciative feeling for you, such as your pet, someone who loves you unconditionally (people often think of grandparents) or just sitting in nature.

These practices help you achieve and maintain a positive approach to life. In following these suggestions, you will find your day goes smoother and your relations are more harmonious, both at the office and at home.

This entry was posted on Wednesday, July 28th, 2010 at 6:21 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.