Hope

1
(No Transcript)
2
Side Effects

• Hope
• Love
• Caring
• Fun
• Flow of Endorphins
• Creativity
• Team Bonding

Source harveymackay.com
3
(No Transcript)
4
Characteristics of
page 1
5
(No Transcript)
6
(No Transcript)
7
We cant Legislate Loyalty. We cant Make
People go the Extra Mile
8
Vision
Passion
Passion
Consistency
Communication
Communication
page 1
9
Nordstroms Employee Handbooka single 5 X 8 inch
gray card containing 75 words
WELCOME TO NORDSTROM Were glad to have you with
our Company. Our number one goal is to provide
outstanding customer service. Set both your
personal and professional goals high. We have
great confidence in your ability to achieve
them. Nordstrom Rules Rule 1 Use your good
judgment in all situations. There will be no
additional rules. Please feel free to ask your
department manager, store manager, or division
general manager any question at any time.
10
To Make People Happy
The Answer is yes, whats the Question?
We are Ladies and Gentlemen serving Ladies and
Gentlemen.
11
What are Your
BIG WIGS? (Wildly Important Goals)

• Meaningful
• Understood by everyone
• Defines why youre a GREAT PLACE TO WORK

12
Do What You Say You Will Do
D W Y S Y W D
page 1
13
5
4
7
9
6
8
10
1
3
2
Source Foreman Facts, Labor Relations Institute
of New York
page 1
14
E_______ The ability to share in anothers
emotions, thoughts, or feelings in order to
understand the person better.
mpathy
page 2
15
GREEN RED BLUE BLACK WHITE RED BLACK BLUE GREEN
RED WHITE BLUE GREEN BLACK YELLOW BLUE RED GREEN
WHITE GREEN BLUE YELLOW
16
Empathy The ability to share in anothers
emotions, thoughts, or feelings in order to
understand the person better.
B___ L_______ The nonverbal messages we send to
others every minute of our waking life. Along
with tone of voice, it accounts for 90 of all
communication between people, regardless of
nationality or spoken tongue.
anguage
ody
page 2
17
(No Transcript)
18

• a. Raising an eyebrow
• b. Smiling
• c. Nodding your head
• d. Remaining silent while someone is talking
• e. Keeping your back turned to the other person
• f. Making eye contact
• g. Looking at your watch
• h. Facing the person to whom youre speaking

page 2
19
L_______ When we are doing this effectively, we
do not attempt to evaluate the speaker, but
rather suspend our own thoughts and feelings to
give complete attention to the other person.
istening
5 Levels of Listening
1. Empathic
2. Attentive
3. Selective
4. Pretend
5. Ignore
page 2
20
page 2
21
(No Transcript)
22
Im so tired
Im so tired
Im so tired
23
Im Alive
Im Awake
I Feel Great!
24
Enjoy the Moment
Zen Master T
25
Change
Is
Inevitable
26
Growth
Is
Optional
27
Avoid Getting Psycoschlerosis ___________________
___________________________
Hardening of the Attitudes

• Weve always done it that way.

• That wont work.

• Whose idea was this?

• If it aint broke

28
How Many Seeds Are In An Average Apple?
How Many Apples Are In A Seed?
29
Its More Fun to be Excellent than Mediocre...