CUTTING THE CUTTING THE GORDIAN KNOT GORDIAN KNOT

Be NiceBe Nice

Attitude determines how “nice” you Attitude determines how “nice” you are.are.

• Personality-Who you are

• Environment-What around you

• Expression of Others-What you feel

• Self image-How you see yourself

• Exposure to growth-what you have experienced

• Association with Peers-Who you are with

• Choices-What you do

How to choose the right attitudeHow to choose the right attitude

• Take responsibility for your attitude

• Evaluate your present attitude

• Develop the desire to change

• Change your attitude by changing your thoughts

• Develop good habits

• Manage your attitude daily

Be quick and take Be quick and take your timeyour time

Make customers into fansMake customers into fans

•IPOD story

Focus on Customer Focus on Customer . Satisfaction vs Customer . Satisfaction vs Customer

ServiceService

“Waiting for ideal conditions is rarely an option”

Perspective on ProblemsPerspective on Problems

• Key story

• Problems are everywhere, and everybody has some

• Our perspective on the problem, usually determines our success or failure

• There is a difference between problem spotting and problem solving

• The size of the person is more important that the size of the problem

• Problems responded to correctly, can actually advance us forward

Take the blameTake the blame

Memorize awkward phrasesMemorize awkward phrases

»““It’s my fault”It’s my fault”

Fix everything two waysFix everything two ways

Almost every problem has 2 solutionsAlmost every problem has 2 solutions

1. Immediate solution1. Immediate solution2. Deeper solution-keeping the problem from ever 2. Deeper solution-keeping the problem from ever

happening againhappening again

Investigate-how and when, who knows?Investigate-how and when, who knows?

Write the new procedureWrite the new procedure Get an expert involvedGet an expert involved• By fixing the simple problems, all you will be left By fixing the simple problems, all you will be left

with are the very weird complicated knotswith are the very weird complicated knots

Practice puppetryPractice puppetry

•Pretend you are a puppeteer. Pretend you are a puppeteer. The patient is upset with the puppet The patient is upset with the puppet

If change doesn’t cost you If change doesn’t cost you anything, then it isn’t real anything, then it isn’t real

change.change.John MaxwellJohn Maxwell