Archive for Leadership

Choose Positive Perspectives to Change Your Circumstances

One person asked me, “How can I move forward if I’m in a dead-end job
surrounded by negative people I can’t stand?”

Sound familiar? Trust me, you’re not alone, I get this
question all the time. So what can you do?

The key is to adopt a different mental perspective. If you rely on your job for income and need it in order to pay bills and meet other responsibilities, you must rethink your mental outlook if you are to survive and thrive.

Truth is, your job is what it is.

But you might call taking on a different attitude re-framing the situation. It’s much easier said than done but it is necessary if you want to progress through your current situation and achieve something better. The late business philosopher Jim Rohn once said, “Don’t ask, ‘What am I getting?’ but instead ask, ‘What I am becoming?’ Because who you become is what you will attract.”
It’s not a complicated formula, but simple common sense that can get distorted with stress and frustration.  But think about it this way, What you send out comes back – multiplied.  What you use creates what you want…if you use it the right way.

When a woman and I stepped into an elevator at the same time, we did what everyone does on an elevator: stood a comfortable distance apart and then ignored each other the entire ride. When we stopped at her floor, though, she turned to me as she stepped out. She smiled and said, “You have a great day!”
I gladly smiled back, “You too!”

It was a pleasant surprise for a stranger to take the time to wish me well. When I got off at my floor, in fact, I was still smiling. Turning back toward the elevator, I said, “You have a good day!”

Now, there was no one in there but it just felt fun to do…and it felt good. Just imagine how great it would have been if someone else had been in there to receive a smile and well wishes from a stranger. And how many people might that person have impacted by passing on that simple gesture?

What if You Use Your Smile?

If you use your smile and smile at a hundred people today, odds are you’ll get a lot of smiles in return. If you frown at a hundred people, you’ll get frowns in return.

The same principle applies to everything you do. Put out poor, slipshod work and all you’ll ever be offered are poor, low-level jobs. Create only incomplete connections with your kids and the relationship will never be completely satisfactory. But let your inner self shine and you’ll have more business, better relationships and a fuller, happier life.

Using the best of who you are to create the best of what you want is simply using what you have right now (gifts, abilities, ideas, experience, skills, education, resources) and applying them with your best effort. As you implement this consistently, progress and momentum takes over. You begin to create and move towards the best of what you want. You actually become what you want!

Who you become determines if your value increases or decreases in the working world and the rest of your life. I won’t lie; I’ve had a ton of jobs I hated. I’ve been homeless, depressed and swamped with debt. But I used all those situations as opportunities to learn, grow and move forward.  If my situation was going to improve, that improvement had to start with me improving me first.

If you can take the best from where you are, no matter how bad a place that might be, you’re automatically better able to create the best of what you want.Sam Glenn the Attitude Guy

7 Remarkable Reminders for Business Success

Sam Glenn, The Attitude Guy

I love speaking at recognition meetings. It is awesome to watch people get recognized for their amazing hard work, efforts and attitude.  A sign of an outstanding organization is when they take the time to recognize, reward and reinforce the attitude, efforts and behaviors in the people who make success and positive growth possible.

Here are a few simple reminders that will contribute to your organization’s success and keep recognition on track.

  1. High turnover is a sign something’s gotta change.

    High turnover means people are not connecting with leadership or finding purpose in what they are doing.  If they are doing a poor job from the get go, then the hiring process needs to be refined. Every person who quits should be given an exit interview in order to find out what is the true reason behind their desire to leave.  If you want to cut costs and add to a bigger bottom line, then it is imperative that you cut turnover.

  2. Customer service is everyone’s job. 

    It is every single person’s job to provide great service at all times. Team members should be empowered to think creatively to solve customer challenges and given the tools to create memorable experiences for customers.

  3. Conflict can create awesome opportunities. 

    Not every situation is identical, so ask yourself and teach your people,“What is the right thing to do to make the situation right?”  There is a huge difference between saying we will do better next time and demonstrating we are doing our best right now.

  4. Organizations get better if their people are getting better.

    When I speak at leadership events for property management groups. My mission is to light a fire in people’s hearts and not under their butts.  From time to time we need that kick in the butt motivation, but what works long term miracles is when we recharge our attitude batteries and rekindle that potent power of enthusiasm that makes an organization stand out from the crowd.

  5. If you want people to trust you, then do what you say you will do when you say you will do it.

    If you tell someone you will email them by 3:00 PM, then it should not be 3:01 coupled with an excuse. By following through and being a person of your word, it builds trust. Even if you don’t have the answer they want, communication will help build trust that you are doing everything you can on the other person’s behalf.

  6. Change is random, but growth is optional.

    Things are always changing.  There are new ideas, new technology, new budgets, new policies, new regulations, new underwear – who knows – but one thing is for sure is that change is a part of life and the job. Instead of viewing change as something scary, help people view the positive in the unexpected and transitions.

  7. Recognize each other.

    It is always important to encourage each other in both good and tough times.  We will have our rough times and that is when we have to stand together as a team and forge ahead. Instead of always looking for or pointing out what others do wrong or what isn’t working and why, we need to change our tune and start looking for others who do right and recognize it by showing authentic appreciation.  It makes others feel important and sculpts a greater sense of purpose into their contribution to the big picture.  We all want to know we matter, so take the time to celebrate great efforts and attitudes.

 

 If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@SamGlenn.com
Official Sam Glenn Website:  www.SamGlenn.com
(WATCH THIS) The Sam Glenn Show – Weekly Only At:  www.Facebook.com/EaglePainter

Why I love HOSA

HOSA stands for Health Occupations Students of America (HOSA) I want to share an experience I had recently with this organization.  I recently was selected as the keynote speaker to kick off a state HOSA conference in Oklahoma.  Mind you, I have been working with student leadership groups for close to 17 years now, but this was my first time being invited to speak at a HOSA event.  What peaked my interest was quite a bit of my work  for the past several years (speaking at conferences) has been working with leaders in the health care industry– Health Care Associations, Hospital Associations, Nursing Associations and Emergency Response Providers.

I love working with these organizations because I believe patient care starts with attitude.  Why I love working with HOSA is being able to share the real world principles that matter the most to working well with others, serving patients with care and building trust, as well as how to be effective under pressure and unexpected changes.  The health care world is always facing new changes in technology and regulations and because of that, the value of having the right attitude is a necessity.

While, I always make my speeches memorable and entertaining, I also ensure solid content that members can use and apply immediately.  The scope of my speech to the HOSA audience was not just for the younger crowd, but also for the nontraditional members attending the event who were looking to sharpen their leadership skills. I intentionally made sure my message connected with everyone regardless of their level of experience.

About a week after the event, I got a handwritten note signed by the entire leadership team and here is what it said,

“Dear Mr. Glenn,

Thank you so much for on behalf of the Oklahoma HOSA for delivering a challenging and inspiring message that we could all relate to.  Thank you for delivering in such a level that would all understand.  

We deeply appreciate the kindness, support and incredible attitude you have.  You have made a lasting impact on the lives and in the lives of Oklahoma’s HOSA members.”   – State Secretary

I am glad I could make a positive impact and was more impressed that their leadership took the time to recognize my small part in what was a pretty big event.  That was impressive.  That was great leadership.

The future of health care occupations starts with HOSA and that is a big reason I love this organization.  The education, skills and involvement this organization offers young people today is going to play a big role in future patient care.  Being a patient or having a loved one being a patient can be a little scary, but when you see the effort, development and attitude of HOSA members, it gives you the confidence that some amazing people are working hard to make a positive difference.

A part of my speech was encouraging everyone to choose an attitude that works for them.  When we choose the right attitude, we serve others better, we handle stress better, we work with others better, we feel better and we feel a greater sense of purpose and connection to the role we desire to play in the world of health care.  Attitude is such a broad subject and some may even say that it is a topic that is not very measurable.  I think it is the most measurable element in any workplace place and life environment.  I remember when I had my shoulder surgery a few years back and I felt scared.  You almost feel helpless.  But, everyone from the nurses, doctors, administration, insurance – and I do mean everyone helped me feel supported, confident and guided me through the valley of my fears.

I am now a big fan of HOSA.  I can’t wait to work with other state chapters.  I know as I continue to work with the health care industry, I am going to continue working with many HOSA members as they make the journey through personal and professional healthcare development.   Some students who saw me speak when they were in high school are now grown up, working in the health care field and hire me to bring that fuel of attitude into their departments, hospitals, offices because the know the value of  positivity in an ever changing and stressful industry.

If you or someone you know is interested in learning more about HOSA, here is their national website.  Take a few minutes to check it out and all that they offer their members.  It’s pretty outstanding.

Until next time, remember  IT ALL STARTS WITH ATTITUDE!

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

Excellence In Property Management Starts with Attitude  

We had moved from Chicago to Carmel Indiana with expectations of starting a family and getting settled. We decided to rent first and explore the area before we buy.   I won’t go into all the details of the situation, but we rented a 2 bedroom 2 bath apartment.   Now, get ready to have your skin cringe when I tell you that in just over a year we had close to 40 maintenance issues – ranging from an air conditioner and furnace which wouldn’t function to faulty wiring that would spark and smoke when you turned the light off. And those are just the minor issues.

My wife and I are positive people, so we kept thinking with each thing they fixed, it would be the end of the chaos.  But, what we learned was the reality of the definition of insanity, which is hoping it will get better when in reality,  nothing is changing.

One day, I stepped outside on our balcony
to get some fresh air and it was wobbly.

Come to find out a few more wobbles and I would be on the ground, two stories below, it was that unstable.   It ended up being a  city violation that they had never properly addressed. It took multiple calls to get the problem fixed because no one wanted to take responsibility for it properly getting fixed. Each person we talked too would say all of the right things, “we are so sorry, we will make sure it gets fixed right away.” Except they didn’t, they just let us fall through the cracks and no one wanted to take the time to make sure it was quickly and properly fixed.  When it finally got fixed we were promised we would not have any more experiences like that.

Did they get better?  NO.

We were basically forced to move because things just kept getting worse.  Our hot water heater would break multiple times a month and our toilet would flush by it self and had such a significant leak that it resulted in extremely high water bills. Neither of these issues were fixed in one, two, or even three calls.   When the property management company found out what I do for a living they asked me not to disparage their company. Which as a professional I would never call out a specific company. I don’t need to trash another business to build my own.   But I found it extremely interesting that instead of trying to get better and learn from their mistakes their solution was to try and brush it under the rug, hide it, and keeping going on making the same mistakes and providing the same sub-par service.

Now, you might think we moved into a thousand year old apartment that was a fixer upper.  Nope, we moved into a beautiful place in an incredible location, but despite all that, the attitude of the company was all wrong.  And it all starts with attitude.

The positive is now I can share the experience with other property management groups as what not to do and these groups can use my experience to improve and grow their own companies.  I had no idea that my experience would turn into a profit and positive for my wife and I and so many others.  It wasn’t fun at the time, but property management groups hire me year after year to come back and talk with their company staff and share fresh ideas on how to build business, service customers and go to the next level with their goals.

Excellence in property management - training by Sam GlennNow, let me highlight, we did not ask for 40 maintenance issues or do anything to be treated poorly.  We were always polite and tried to be understanding when we raised our concerns because we wanted good service. But when you have poor leadership, that becomes the culture and the brand.  It is what you become known for.

Let me share a few ideas that will bring a ton of value to your property management organization.  Some seem simple and small, but in reality they are huge.

  1. High internal turnover is never a good sign.  If you have high turnover, it means people are not connecting with leadership or finding purpose in what they are doing.   If they are doing a poor job from the get go, then the hiring process needs to be worked on.  If you want to cut costs, then you need to cut turn over. One of a companies single largest expenses is training new people, and if people are continually leaving after a short time you are losing time and money.  When an employee doesn’t feel valued or challenged or is not given the tools or power to do their job they will leave for something better. And if they feel that way and stick around you can be confident they are not doing a great job or providing quality service.
  2. Customer service is everyone’s job.  When you have maintenance guys driving around on a golf cart around the property and they drive past a tenant, teach them to be friendly and smile.  Teach everyone the fundamentals of common sense customer service.  This should come from the top down. It is every single persons job to provide great service. There is nothing new under the sun when it comes to this topic of customer service.  If you consistently apply the basics of good customer service, everybody wins.
  3. Conflict is an opportunity to build loyalty.  We had so many  issues with our apartment, that pretty soon everyone was passing the buck and didn’t want the headache of dealing with the conflict.  Step up and own the conflict and do some math regarding the situation. Not every situation is identical.  For example, if they had said, “Hey, we would like to give you a month’s worth of rent and a gift card to a nice dinner”, they could have had more issues and we would have been fine as long as they were fixed. But, they would not return our calls and when they did it was some new person who would say, “We are sorry for your experience. (Pause) We will do better next time. We want you to have a good experience”  Just as if they were reading the company handbook written by a room full of lawyers. Heck, Siri talks to me with more emotion!
  4. If you want better business, then you have to get better. When I speak at leadership events for property management groups, the reason they have me back is I light a fire in people’s hearts not under their butts.  If you want to raise excellence, you start by raising how people care and connecting them to something that brings them purpose and excitement.   Have you ever noticed people who care and love what they do end up providing the best service and are the most productive? Change the location of where you lite a fire.
  5. Do what you say you will do when you say you will do it.   If you tell someone you will email them by 3:00 PM it should not be 3:01. They should not have to follow up with you on what the situation is.   By following through and being a person of your word, it builds trust. Even if you don’t have the answer they want, communication will help build trust that you are doing everything you can.  To build better business, you need trust.  People buy from those they trust.  If you say you will do something, then own it and do it.
  6. Always offer the surprise of extra effort. Simple things like offering a discount or gift card can help turn around a poor experience. Go the extra mile to give good service. If you have to go into someones home to fix something make sure you are efficient, clean up your mess in full, and look for opportunities to go the extra mile. Offer to change a light bulb in a hard to reach place or hang a picture that is sitting on the floor.

Excellent customer service and experiences start with attitude and attitude filters from the top down. My experience may have been negative but it has helped countless organizations improve their businesses which has resulted in even more people getting great service and having  better experiences then I did. That knowledge makes everything I went through worth it and I am excited to help even more organizations grow and achieve their goals by providing excellent customer service every time, all the time.

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

Customer Service is About Doing the Right Thing

Sam Glenn, Keynote Speaker on Creating Outstanding Customer Service Experiences
Sam Glenn, speaker, author
The customer experience is everything.  Without the customer, most businesses would not be in business.  And it is a mathematical fact, that if you don’t take care of your customer, your competition will be happy too.  Great customer service experiences can be broken down into many elements that create the substance of a quality customer experience, but one enormous factor is simply doing the right thing. The question you have to ask yourself when dealing with a any customer service situation is, “What is the right thing to do?”
A few years ago, I was checking into a hotel and it was crazy humid out.  I was thirsty and I noticed behind the registration desk they had about 12 stacked cases of bottled water.  I thought, “Ahhh..relief!”
So, I asked the young lady checking me in if I could have a bottle of water.  Her response, “I am sorry sir, those are reserved for VIP guests.”
At this point, I started to wonder if I would be sleeping in a cot next to the dumpster out back.  I realized I did not have the “I know Jesus” triple platinum double diamond preferred guest status, but come on.  So, I pulled out a $10 bill and said, “Hey, I will buy one off you and you can keep the change.”
She responded, “I am sorry sir, I can’t do that.”
So, out of curiosity, I asked, “Why?”
And she looked over her shoulder and said, “Because I will get in trouble. However, there is a vending machine around the corner that you can buy one there.”
Speaking on the subject of customer service for over 16 years, I wanted sit down with them explain how simple creating a great customer service experience is.  I got the vibe, they just did not have the awareness of how they were treating me or anyone else that may not be a VIP.  Every guest should be treated like a VIP.  That is the right thing to do.
I checked in, and proceeded to make my way down the hallway to the vending machine.  I knew I was getting close when I heard the ice machine making those crazy ice falling sounds.  This particular vending machine did not offer water, but only soda and juices.  So I walked all the way back to the front desk and said, “There is no water in the vending machine.”
At this point, I was thinking the young lady would direct me to a hose and facet out back, but she lived up the expectation they had created for me and pointed outside, “There is a gas station about a half mile down the road.”
When she had her manager come out to give me directions to the gas station, I just about fell over laughing at how clueless they were to creating an outstanding customer experience.
Is your head spinning now with how crazy that kind of service was?
The question you have to ask yourself is, “What is the right thing to do?”
Now, some organizations have certain guidelines and policies in place that are there to protect the company and the customer.  And there is the fear factor that if you don’t follow the guidelines, you will get the boot.  My thought is you have to get smart when it comes to creating better business and not be afraid to step out of bounds and ask, “What is the right thing to do and do it!”
There is a story  that made national news of a guy working the late shift for a national retailer and on his lunch break, he was outside, and heard a woman being attacked in the parking lot.  The handbook says go get a manager and call for help.  But, he did what he thought was the right thing and went to help the woman being attacked.  He was fired for his actions.  We could debate this, but in my opinion if my daughter, grandma, mom or wife were being attacked in the parking lot – I would want that guy to go stop it before it got worse.  That is my personal call on the situation. I think he did the right thing, but since it was outside the handbook guidelines, he got fired.  The national retailer got so much heat from the press and public opinion that they tried to hire the young man back.
Here is one example of someone who is customer focused and understands that doing the right thing is not always the easy thing, but a loyal customer is everything.   I was staying at a hotel in Washington and for some reason there was a mix up with my hotel reservations, so I spent one night in one hotel and then the next day had to go about a mile down the road to another.  It was a pain in the rear.  Since this particular hotel did not have shuttle service and I did not have a car, I had to call for a taxi.  So, I was at the front desk asking about cab services and explaining my situation, and the manager overheard everything and said, “Hey, don’t worry about it, let me drive you.”
She pulled her car around, we loaded up my bags and she drove me to the other hotel.   Did she have to do that?  Nope.  Would her corporate office or regional supervisor be pleased with her driving a customer to stay at another hotel?  Maybe not, but what was the end result?   I was so impressed with that simple act of service that whenever I book a hotel in Washington, I book only at her hotel and I tell everyone I know to stay there as well.   In fact, I will pay more for that kind of service than the kind of service that makes me feel bad.  That is what poor service does, it makes people feel bad. It puts them in a bad mood.  It does not make them feel important and it puts a hiccup in their day.
My recommendation is to incorporate the question, “What is the right thing to do?”
Operate from that stand point and see your customer service experiences soar!

4 Leadership Skills to a Positive Work Atmosphere

4 Leadership Skills to a Positive Work Atmosphere

Wе hаνе all worked in places where we grew to drеаd getting up in the morning, and a few οf υѕ hаνе hаd thе pleasure οf working fοr a boss whο mаkеѕ υѕ feel lіkе wе саn dο anything right. Lеt’s examine a few differences between a positive аnd a negative work environment.

Signs οf a Negative Work Environment

  • Thе boss іѕ unfriendly.
  • Thе boss іѕ critical.
  • Thеrе іѕ high employee turnover.
  • Thеrе іѕ low employee morale.
  • People watch thе clock.
  • People don’t gеt much performance feedback.

Sam Glenn, Leadership QuoteSigns οf a Positive Work Environment

  • Thе boss demonstrates interest іn thе employees.
  • Thе boss hаѕ аn encouraging attitude.
  • Employees lіkе working thеrе.
  • Thеrе іѕ evidence οf company pride аnd loyalty.
  • People know whеrе thеу stand wіth thеіr supervisors.

Thousands οf books hаνе bееn written οn thе subject οf managing аnd motivating people, аnd аѕ many training seminars аrе conducted οn thіѕ subject around thе world еνеrу day. And уеt іt’s іntеrеѕtіng thаt even wіth аll οf thіѕ available information, few companies succeed аt сrеаtіng a positive work environment. Why is that?  Is it really that complicated or is someone making it complicated?  My research points to someone or several who make the process difficult.  There are four simple skills that if you implement them, you will begin to experience a more positive work atmosphere.  Lеt’s see whаt’s involved.

Four Key Leadership Skills to a Positive Work Atmosphere

Crеаtіng a positive work environment іѕ based οn four key skills. Thеу аrе:

  • Tеll people whаt уου expect οf thеm.
  • Shοw interest іn уουr team members.
  • Crеаtе аn encouraging environment.
  • Recognize аnd reward gοοd performance.

Leadership Skill #1 to a Positive Work Atmosphere:

State Yουr Expectations

Telling people whаt уου expect οf thеm means doing thе following:

• Communicating expectations clearly

• Having a specific job description

• Identifying specific performance standards

• Specifying deadlines

• Setting goals

Leadership Skill #2 to a Positive Work Atmosphere:

Shοw Authentic Interest іn Yουr Team – Employees – Associates

Whаt behaviors convey thаt someone іѕ interested іn уου?

  • Mаkіng eye contact
  • Calling уου bу name
  • Asking уουr opinion
  • Smiling
  • Complimenting уουr work
  • Taking уουr suggestions

Thеѕе behaviors convey a lack οf interest:

  • Ignoring уου
  • Nοt knowing уουr name οr nοt using іt
  • Nοt asking уουr opinion
  • Ignoring уουr suggestions
  • Nοt commenting οn уουr work
  • Following уουr suggestion, bυt οnlу whеn heard frοm someone еlѕе

Such signs discourage productivity bесаυѕе thеу mаkе people feel discouraged, аngrу, less confident, аnd stripped οf self-esteem.

Leadership Skill #3 to a Positive Work Atmosphere:

Crеаtе аn Encouraging Environment

Mοѕt people wουld agree thаt аn encouraging work environment іѕ one whеrе:

  • Yουr іdеаѕ аrе valued.
  • Creativity іѕ encouraged.
  • Initiative and risks аrе encouraged.
  • Fun аnd laughter аrе accepted.
  • Nеw іdеаѕ аrе rewarded.
  • Yου feel appreciated.
  • People thank уου fοr уουr contributions.
  • Flexibility іѕ valued.
  • Yου feel lіkе раrt οf thе team.

Crеаtіng such аn environment results іn thе following benefits tο employees.

Yου:

• Contribute more іdеаѕ.

• Feel more committed.

• Look forward tο coming tο work.

• Arе more productive.

• Hаνе increased self-esteem.

• Have loyalty

Crеаtіng such аn environment results іn thе following benefits tο managers аnd business owners:

• Less turnover

• Less sabotage

• Greater loyalty

• Easier tο find employees due tο gοοd reputation

• Higher productivity

Leadership Skill #4 to a Positive Work Atmosphere:

Recognize аnd Reward Gοοd Performance

A reinforcer іѕ anything thаt happens, аftеr a behavior, thаt tends tο increase thе chances thаt thе behavior wіll bе repeated. Meaning, if you like what someone is doing, reinforce it my acknowledging the action.   Included аrе such things аѕ:

• Compliments

• Smiles

• Thumbs-up gesture – a little cheesy, but still fun to do.

• Saying “Thank уου″

• Public announcement οf уουr achievement

• Positive letter іn уουr personnel file

• Promotion

• Time οff

• Special parking space

• First сhοісе οn schedule

• Dinner wіth thе boss

• Tickets tο аn event

• Extra employee discount

• Picture οn thе bulletin board

• Applause аt a meeting

  • A gift card for gasoline
  • An all paid vacation.  (my personal choice)

Here are a few Recognition Guidelines

  1. Describe thе results уου аrе recognizing. Bе specific. It’s іmрοrtаnt tο mаkе сеrtаіn thе employee knows whаt behavior οr accomplishment уου аrе referring tο.
  2. State уουr personal appreciation. Sау, “I appreciate іt.” Adding уουr personal appreciation mаkеѕ thе compliment feel more genuine.
  3. Encourage thе person tο continue producing such gοοd work. Thіѕ increases thе chances thаt thе person wіll repeat thе desirable behavior.

Would you like a more positive work environment and the positive benefits that come along with it?

Then,  start small to get the ball rolling in the right direction by taking initiative to implement these 4 skills to a positive work environment.  Are they hard to do?  Not at all.  Can you start right now?  Yes you can!

 

This information is compiled, researched and written by Sam Glenn, The Attitude Guy.   Sam is a sought after motivational speaker by companies and organizations that want to re-charge attitude’s for positive action.  Sam Glenn offers strategies that combat stress and negativity in the workplace and ideas that ramp up teamwork, communication and the right culture where people will thrive.  Sam Glenn is a great kick off or closing to any event.  Sam Glenn’s Official Website: (www.SamGlenn.com)

5 Habits of Positive People in the Workplace

5 Habits of Positive People in the Workplace

There are certain habits that positive people consistently demonstrate in the workplace.   These habits help them deal with the day to day up and downs.  They seem balanced and level headed when dealing with the office negatives which can boil down to a situation with a co-worker or boss.   Habits are what we do over and over again.  Implementing positive habits and taking notes from the example that positive people in the workplace demonstrate has tremendous value.

Habit # 1 of Positive People in the Workplace:  They are not overly reactive to bad news. 

Only a drama queen is a fan of drama.  Being positive doesn’t mean that you are blind to adverse information, but rather positive people in the workplace process this information and look for the best options to address it and move forward.  They know that reacting in a negative way will make a situation worse.  They understand that drama creates a negative environment, but thinking clearly and creatively always accomplishes more.

Habit # 2 of Positive People in the Workplace: They make their attitude their choice and don’t leave it to chance.

They understand the importance of attitude and it shows from the moment they walk in the door.  They are not complaining about this or that, but they are making an effort to set the tone for their day by choosing an attitude that achieves positive results.

Habit # 3 of Positive People in the Workplace: They keep a distance from negative people.

Positive people in the workplace have boundaries in place when it comes to dealing with negative co-workers.  Have you ever worked with a negative person or perhaps are working with them right now?  They are so negative that if you give them a bouquet of flowers at 8 am, the flowers will turn into a cactus by noon.  I think we all have worked with that person, but in order to stay positive in the workplace you have to establish boundaries with negativity.   The picture of that looks like this:  You are not engaged in wasting time going back and forth with a negative person.  You are not engaging in any extra time with them other than what is necessary to get the job done.   And if someone is stepping over the line, a positive person will look for the best options to address the negative behavior so it doesn’t affect production or teamwork.

Habit # 4 of Positive People in the Workplace: They do the right things.

Positive people in the workplace are not standing around wasting time talking about office politics or making negative gossip.  They know that if you say something bad about others, it will come back and bite you later.  They also work with a level of integrity.  They are not cutting corners or misleading customers.

Habit # 5 of Positive People in the Workplace: They give their best.

Positive people engaged in positive actions leads to positive results.  Everyone wants the best results possible and the positive person in the workplace understands that if they are going to achieve these results, there is only one pathway that will make that happen and it is showing up every day and giving your best.  They don’t complain, but rather make the best use of the resources they have.

 

This information is compiled, researched and written by Sam Glenn, The Attitude Guy.   Sam is a sought after speaker by companies and organizations that want to re-charge attitude’s for positive action.  Sam Glenn offers strategies that combat stress and negativity in the workplace and ideas that ramp up teamwork, communication and the right culture where people will thrive.

Making Meetings Fun

The other day, I jumped on Facebook to the tune of a fan telling me, “Sam we watched your videos in our meeting today, and we all laughed so hard!”  

I think she and everyone at the meeting had a little fun. It doesn’t have to be a video of Sam Glenn–ME–to get you laughing, but it doesn’t hurt. (lol) However, for years I have been telling organizations, managers, HR, and leaders that once in a while you need to have some fun in the workplace.

I once met a woman who became physically ill because the stress was so intense at work. She came home exhausted, was too tired to work out, cook a healthy meal, or function in a healthy way. The stress built up so much that it manifested itself in some negative ways for her.

We all have different work environments, but there are some things that are common. I think every workplace has that one negative downer who drains everyone. You know the type. The day you bring in donuts as nice gesture, that person barks off at you, “Real NICE! You bring in donuts on the day I am starting my diet!”

Is it wrong to add a little inspiration to your meetings, maybe to wrap them up? I mean, if you are in a leadership role, don’t you want your people to be charged with positive energy? I guess it boggles the mind when organizations say we can’t afford to have fun, or we don’t have time.  

My philosophy is that it should be a constant and never-ending quest to bring out the best version of your people. The moment you take fun out of a company is the moment you remove the substances that combat stress and negativity. Take fun away, and you take away passion, engagement, enthusiasm, loyalty, commitment and dedication. TRUST ME–I know my stuff. For 15 years, I have worked with hundreds of companies–small shops to  Fortune 500–and I am telling you, fun is not a luxury; it’s a necessity.

So, let me ask you about your organization. Do you have fun?

Is fun good to have in the workplace?

What ways do you have fun or lighten things up?

I think if you define fun in such a way that it makes people happier about life and the work they do, then that fun is living up to its calling.

On the flip side, I know companies that define fun in ways that can bring out the worst in people. Recently, I got wind of a company that is going to do something called the Drunk Olympics. They get on a bus, go to a retreat, and drink and drink and do activities drunk. Then they get back on the bus, get dropped off at their cars, and the rule is you have to be at work by 8 a.m. the next morning or you are fired.

REALLY?? Can I just say whoever came up with this concept of employee fun just might qualify for my idiot of the year. Yes, I said idiot. You may say, “Sam, I don’t like that word ‘idiot.’” 

To them I reply, “I don’t like people being idiots.” This is a concept that hurts. As I like to also say, “Stupid should hurt.”

It never hurts to consult professionals who know how to rejuvenate a company by incorporating fun in positive ways. I observed one company that purchased bikes, then divided people up and gave them a time limit to build the bike as a team. There were prizes and such and to top it off, the bikes were donated to youngsters who didn’t have or could not afford a bike.  

I suppose there are a lot of ways you can do it right–have fun and be productive at the same time. But the bottom line is, you gotta have some fun once in a while. I think it’s funny that people will actually choose to get paid less to work at a company that is known for having more fun.  Get the picture?

Fun is good!

We want your take on what makes meetings more fun? 

What is the True Cost of Personal and Professional Development in the Workplace?

I recently learned that a certain large retailer was cutting professional development from outside sources. And this kinda saddened me, as I have always been a big fan of this retailer.

Is it good to slash prices and cut development corners? In a moment, I am going to show you some math that will blow your mind: the cost of keeping professional development versus cutting it. Employee development is an easy cut when you are trying to brighten the bottom line; but does it really pay?

One of the objectives in our organization is to brighten the bottom line by improving the people who provide services and distribute products. But, along the way, the distributor or representative of the service or product can diminish the bottom line so much that we miss it, if those team members are not developed and nurtured. Most organizations do miss out, if this area is cut. A lack of employee development is what I refer to as “the invisible bottom feeder of bottom lines.”

I am about to share with you a simple story of what happens when the invisible bottom feeder of bottom lines attacks. I truly think that if the owner of this retailer was alive, he would nip this in the bud. He cared about people and was passionate about his business. That is the spirit of a successful entrepreneur. I think if he caught wind of the story I am about to share, it might actually cause him to do a flip in his grave. You be the judge.

I walked into this retailer recently with $500 cash and the sole purpose of buying a new TV for the house. However, when I inquired about an open-box item to get a lesser price, I had to wait for 25 minutes for a manager to approve it. I was fine either way. If I got the discount, great! If I didn’t, that’s okay, I still wanted a TV for the house.

I waited with a sales associate for 25 minutes who could have been productive with the time, but instead waited on a “bad attitude” manager to show up. How did I know it was a bad attitude manager? The same way you would. We all know when we are being treated with a bad attitude or a positive one. Instead of saying, “Hi,” or greeting me with a smile or, “How can I help you?” I got, “What seems to be the problem?” in an ornery tone.

The sales associate said, “There is no problem. This gentleman wants to buy a TV, and wanted to see if he could get a little bit off this open box item?”

The manager responded with an immediate, “No, it’s been discounted. No!” And proceeded to walk away.

As a customer, even if this was the store policy, I don’t like being treated as if there is no empathy for my side, no interest in hearing me out.

As a fan of this retailer, and one of the top leading experts on professional development in the country, I notice when employees do not practice positive attitudes in action. I channeled the founder of this store and stopped that dude in his tracks. I began gently to address his performance with me, a customer. He did not take kindly to my positive instruction that would have made him look good, his company great, and his bottom line improved. And I didn’t even charge him for the wisdom. I am not cheap one bit!

Did I buy the TV at this store? No way! I have a philosophy that says I don’t give my money to people who treat me poorly. They didn’t earn it, they didn’t deserve it, and so I went somewhere else and even paid more for someone who treated me with respect, as if I am important. (You get my vibe?)

Now, the number #1 excuse from organizations that have situations like this, “Sir, it is a one-time isolated incident.”

Since I don’t buy BS or lies, I disagree. The manager who treated me poorly may be having a tough day, or maybe he didn’t understand good customer relations. It doesn’t mean he is a bad guy, but just that he doesn’t grasp that a bad attitude put into action in the game of business will eat the bottom line.

Let’s do the math. This is a story that the main organization was not made aware of. Lack of awareness is the killer of profits. Let me explain. It is hard to track every “one time isolated incident;” but what if in reality it was just a one-time thing? What if this manager treated one customer this poorly, every day for one year. Let’s do the math:

Customer with a budget of $500.

A negative manager who treats customer with $500 poorly.

Customer chooses to go next door to a local competitor to spend $500, instead of being treated poorly.

X 365 days.

= $182,500 in lost business and sales.

As you can see, attitude plays a huge role in the bottom line. However, when you don’t treat it as such, then the deficit adds up.

Now, let’s take this math problem even further.

This retailer employs thousands of people. But, let’s say for only example purposes, that 100 people out of thousand treated a customer badly every day for a year.  Here is the math:

100 customers with a budget of $500

100 bad attitude employees

X 365 days

= $18,250,000

It costs the company MILLONS! And this is a conservative number based on only 100 negative people. A negative person in the workplace is defined as someone who:

a. Doesn’t care much

b. Just wants a paycheck

c. Is not really engaged

d. Badmouths the company

e. Complains all the time

f. Doesn’t take initiative, has to be told what to do.

g. Doesn’t care about consequences to attitude and actions.

h. Believes they don’t get paid enough for what they do.

i. Treats customers from mediocre to bad.

j. Lacks passion and enthusiasm for what they are doing.

And I am sure we could go on, but these are elements of a negative person in the workplace.

Think about it, how much is this costing your company? Hmmm?

Most organizations overlook this one invisible aspect of how the bottom line is affected, because it is deemed immeasurable. That is not true. We just did the numbers. In a tough economy, it is wise to invest in professional development that STICKS or STINKS?

So, if the founder of this retailer were to look at these numbers, what do you think he might say? Do?

Think about what “one” negative attitude is costing your company.  Is it worth it to invest in something that kills the invisible bottom feeder of bottom lines? Just ask successful organizations that invest in their people in the right way. It is that simple; however, I am to think that someone somewhere along the way complicated this great simplicity. Want a better bottom line? The solution is simple.

How can you provide better service today?

Skunk in the office? My co-worker smells bad… What do I do?

Recently a manager emailed me the question, “Sam, I am getting a lot of complaints about a certain employee that smells really bad. It is disturbing other employees to the point that it’s hard to focus and work. I am now forced to deal with this. I don’t want to say the wrong thing as this is a sensitive matter. I am not sure what is causing the smell, but have a few ideas. I have tried to dodge this for as long as I can, but I smelled the bad odor today and it’s not good. Any advice?”

Normally, I am asked about addressing a stinky attitude, but this is a good question. One of my first jobs I ever had, I experienced this. I avoided that guy as much as possible and staff meetings were torture.

Some people omit some odors that can make it hard to focus. Some people take a bath in cologne and it can make you dizzy—especially if you have allergies.

Here some solid but simple ideas to addressing “the bad smell.”

  1. Try first to avoid the problem, by setting policies for dress code, hygiene, etc. You can also send out a mass email at the first whiff of a problem, stating something like, “Now that it’s summer, we may all be sweating more than usual. Let’s try to keep our office smelling good, by showering every day, not wearing too much cologne, etc.” This ensures they won’t feel singled out, and gives people a chance to address the issue without having to hear “the talk.”
  2. If you must address the smelly one directly, be compassionate and sensitive. You don’t want this person to feel uncomfortable, and he or she may not be getting the same smell that you are.  So be sensitive as there could be a medical reason behind what is going on.
  3. It’s best to address same sex addressing same sex.
  4. Address it with the same respect as you might show to your mom or your grandma.
  5. Praise first. Tell the person they are doing a great job at work, look sharp, or whatever you can that’s positive.
  6. Be honest, and be willing to help. You don’t need to beat around the bush, just address the situation and be clear so they understand: “Hey, I don’t want to make a big deal of it, but we’re addressing the issue of office smells, and are talking to anyone who seems to struggle with this. I’ve noticed you sometimes have issue with this, and wanted to mention it so that we can fix it.” Provide them with the policies again about showering, etc.
  7. Keep any conversation about it brief; this doesn’t need to be a long conversation.
  8. Ask them, “Is there a situation that we are not aware that might be causing this odor, and if so, what can we do to help you with it?” Maybe they have a new baby, and don’t have time to shower as often. Maybe they are trying to lose weight on some fad diet, and it’s causing their body to go into ketosis and stink. Be willing to listen and be flexible. Maybe they need to work some flex time for a bit so that they can work in that bath.

Okay, now it’s time for you to weigh in… Do you think these points get the job done or how would you handle this? Have you ever had to deal with this?

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