USE FISH BAIT to Maintain the CAN DO Attitude

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USE FISH BAIT to Maintain the CAN DO Attitude

• Prepared by
• Jim Messina, Ph.D.

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Commit to FISHing in Your Organization

• Commit yourself and your organization to the four
  keys of FISH through a culture statement which
  emphasizes
• Choose your attitude
• Play
• Make their day
• Be there

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Remember this Culture Statement

• As you enter this place of work choose to make
  today a great day - Your colleagues and customers
  and you will be thankful. Find ways to play - We
  can be serious about work without being serious
  about ourselves. Stay focused in order to be
  there when your customers and co-workers need
  you. Should you feel your energy lapsing try this
  surefire remedy Find someone who needs a helping
  hand, a word of support, or a good ear and make
  their day!

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Commit to the Can Do Attitude!

• Encourage your staff to become the LITTLE ENGINES
  THAT COULD
• Help them to Think they Can become more than they
  ever thought they could become!
• Encourage them to believe I think I can!

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What Do You Do First to make FISH a reality?

1. Introduce the FISH Culture concept to your
   leadership team and then to your workers
2. Create a Culture Enhancement committee to help
   organize how FISH can become a reality in your
   organization
3. Pilot and try things out - some will work and
   others will not but do not tie yourself into it
   must be this way attitude
4. In a positive work environment its not about
   taking things away - Its about learning every
   day and finding solutions that allow people to
   have an energized culture

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Learn to PLAY

• Invite your workers and leaders to play
• Play is the lighthearted feeling you release
  inside of people when they are enthused,
  committed, and free of fear
• Play must come from within you so you can only
  invite play from others if you are playful
• Play requires trust and shared commitment of
  coworkers to make playfulness possible at work

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Learning to Play

• Play happens naturally in a healthy workplace
  where people are free to be passionate about
  their work and accountable to their teammates
• Look for opportunities to bring a lighter tough
  to interactions with customers and teammates
• Owners, managers and employees must play together
  to make PLAY a state of being in your
  organization!

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Benefits of Play

• The more management and workers play the more
  creative problem solving occurs
• The more open the door to employees you allow,
  the more ownership and input they will provide
  for problem solving, suggesting innovations and
  improvements
• Allowing them to play will interestingly increase
  productivity

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Learn to Make Their Day!

• In the FISH Environment the work setting is the
  stage and the workers and customers are members
  of the cast
• The goal is to make a memory for workers and/or
  customers so that when they leave you, they have
  something they will want to remember and share
  with others
• The goal is to engage one person at a time
• There is nothing quite as powerful as turning
  your attention away from yourself and asking how
  you might connect with another human being,
  customer, family member or colleague and make
  their day

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5 Essentials to Make a Business Successful

• Customer enthusiasm
• Employee satisfaction
• Ability to generate profits
• Growing your market
• Continuous improvement
• Making Their Day will directly impact each of the
  five essentials for successful businesses

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Making Their Day is focusing on Customers
Employees

• You stop focusing on what you want and you start
  focusing on what the people you are serving want
• It is like treating all people you serve as if
  they were long trusted friends
• Goal is to be so effective that you are able to
  be helpful to others no matter what their needs
  are
• The better you become doing what you do the more
  people will come to be served by you and more you
  feel great! Profits wont be bad either!

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What is the Goal of our Journey in life?

• Is it to make millions?
• So that we can become happy?
• Maybe the lesson in Making their Day is The only
  way to be happy in this life is to get outside
  yourself and serve others
• That is a journey which Making their Day takes
  you on!
• The owner must see the organization not as an
  investment but as a mission for real change to
  occur in Making their Day!

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Impact of organization based on TAKING from others

• Customers have their defenses up
• Workers try to make as much as they can on each
  call because they think they might never see that
  customer again
• Management tries to squeeze profits from every
  corner
• Employees focus on what they can GET rather than
  on what they can GIVE

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Impact on Organization focused on GIVING to others

• When you look outside yourself and concentrate on
  helping other people
• You discover a satisfaction you never imagined
  could happen
• As you serve more people
• More people come to be served
• As you serve more people you feel great!

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Making their Day FISH is a philosophy not a
program

• A philosophy is not implemented it is
• Explored
• Chosen
• Believed
• Practiced
• It is a way of living your life not only at work
  but in all aspects of your life!
• It is not just another program to be tried!

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Impact on customers of Make their Day

• Customers have a real need which impacts their
  life or they would not be contacting your for
  your service
• Remember that their needs are real life
  problems and issues which need a resolution-you
  are not just taking care of the problems you are
  taking care of people
• By solving their problem for them in a
  straightforward pricing model you take away their
  fear and the bargaining and can focus more on
  their concerns and needs
• You provide for them something that works for
  them rather than something that just works for you

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In Making their Day Bosses need to change

• Bosses need to learn to
• Really listen to their employees and really hear
  out their concerns, fears, and reactions to the
  work of the organization
• Give their employees freedom to make decisions
  which have financial repercussions-without
  shooting the messenger
• Commit themselves to the value that We have
  nothing of greater value than our people
• Be patient with their employees and show them
  they are valued

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Learn to Be There or Be Present!

• Being fully present to customers, coworkers,
  employees is Being There
• It is not dwelling about what has happened in the
  past or worried about what may happen in the
  future
• It is being fully attuned to opportunities that
  develop and to the needs of the people you
  encounter by being fully present when you are
  interacting with them
• By Being There, you gain a healthy perspective
  and capacity for greater focus and creativity

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Being There is

• All about who you are, not what you do
• All about who you are being as you do the work
  you have been paid to do
• Not just being physically present to others but
  it is being fully present to them
• Not being distracted by the other things in your
  life which interfere with your focusing on the
  person you are with at the time
• Being there for customers and coworkers
  physically, emotionally and spiritually

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Being There is Being a Team with your Coworkers

• Being There teams rank high in
• Teamwork
• Positive team attitude
• Communication
• Support for others
• Satisfaction within the team
• Having a say within the team
• Seeing in others what others do not see in them

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Here are some things to help You Be Present

• Keep a picture or small reminder card of who you
  are being there for
• Be sure you are not just saying things out of
  routine with no realization you are not present
  to the person you are speaking to
• Helping a person with something way outside of
  the realm of the work you are there to be doing
  for them
• Spending time with lonely and isolated people who
  need more than just getting a job done
• Look straight into the eyes of the person you are
  speaking to, to assure them you are present

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Here are some more things to help You Be There

• Letting go of the need to sacrifice your family
  life by working all hours of the day and night
  and Being There for your family members more
• Do not allow cell phones, beepers or PADs to
  distract your focus from the person you are
  talking with at the time, keep your eyes on the
  person
• Keep in mind How do you want to be remembered by
  the people you engage every day on your job

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Choose Your Attitude!

• Ask yourself this question Is the attitude you
  are choosing right now the one you want?
• Do you believe your feelings are under your
  control and no one makes you feel the way you are
  feeling right now except for you?
• This is the TEA system available on www.coping.us
• The message of the TEA system is that people can
  only control three things in their lives their
  Thoughts, Emotions, and Actions

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TEA System

• Thoughts
• Emotions
• Actions

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The TEA System
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Lessons from the TEA System

• You must first change the way you think about
  work! You must recognize that your attitude at
  work is your choice and no one but you can make
  your attitude poor!
• Second you then must change the way you feel
  about work based on the way you have changed your
  thinking about work and realize that your
  feelings are your choice as well and no one but
  you determines how you feel about things!

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Lessons from TEA

• Third then once you changed the way you Think and
  changed the way you Feel or Emote about work then
  you can proceed with changing your behaviors or
  actions on the job to be more positive and
  FISH-like
• We call the TEA system a system of recovery, in
  the work place it is a recovery plan for the
  morale of the workforce in an organization so
  they can acquire the CAN DO Attitude!

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Choose Your Attitude Means having integrity!

• It is doing what youre going to do when you say
  youre going to do it!
• Being a person of integrity and making sure your
  word is your bond with people
• If you promise to be there on time and do a good
  job for them, then do just that and choose to be
  there for them in a playful way so as to make
  their day!

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Some questions about attitude to ask yourself

• Why am I here at this workplace?
• What am I doing this work for?
• Whats important to me?
• What is the worst possible thing that could
  happen if I choose today to be positive and
  maintain my CAN DO attitude of The Little
  Engine that Could

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References

• FISH! A Remarkable Way to Boost Morale and
  Improve Results (2000) by Stephen C. Lundin,
  Ph.D., Harry Paul and John Christensen. Hyperion
  Books, New York
• FISH! Tales Bite-sized Stories. Unlimited
  possibilities (2002) by Stephen C. Lundin, Ph.D.,
  Harry Paul and John Christensen. Hyperion Books,
  New York
• FISH! Sticks Make Change Stick (2003) by Stephen
  C. Lundin, Ph.D., Harry Paul and John
  Christensen. Hyperion Books, New York
• FISH for Life (2004) by Stephen C. Lundin, Ph.D.,
  John Christensen and Harry Paul, Hyperion Books,
  New York
• When Fish Fly Lessons for Creating Vital and
  Energized Workplace from the World Famous Pike
  Place Fish Market (2004) by John Yokoyama and
  Joseph Michelli, Hyperion Books, New York
• Catch! A Fishmongers Guide to Greatness Stop
  Floundering and Become More Effective in Your
  Life and Work (2004) by Cyndi Crother and the
  Crew of World Famous Pike Place Fish,
  Berrett-Koehler Publisher, San Francisco, CA
• Where can you get the Fish books?
  http//www.fishphilosophy.com
• Graphics come from http//www.charthouse.com/ecard
  s.asp?whoenter