De-Stressing for Parking Professionals: Useful Tools to De-Stress at Work And Not Take it With You Vanessa R. Cummings – “Ms. V” Consultant & Motivational Speaker Ms. V. CONSULTING, LLC PARKINGMSV@GMAIL.COM

GOALS KNOW OUR WHY – WHY WE DO WHAT WE DO KNOW OUR WHAT – WHAT BENEFITS/SERVICES DO WE PROVIDE RECOGNIZE YOUR PURPOSE RECOGNIZE THE ONSET OF STRESS TOOLS TO DE-STRESS NOT TAKING IT WITH YOU HAVING A LIFE OUTSIDE OF PARKING

THE PSYCHOLOGY OF PARKING “We write tickets to help you, WHY WE DO WHAT WE DO THE PSYCHOLOGY OF PARKING “We write tickets to help you, not to hurt you!”

We are here to help! EXPLAINING THE WHY We provide a service for our customers We help prevent chaos To meet a need - People need our services To help people have a good experience

WE PROVIDE INFORMATION OUR WHAT WE PROVIDE INFORMATION Where do people park? How do they find their destination? What time are meters enforced? How do they purchase a parking permit? How do they avoid the dreaded ticket? What do they do after receiving a citation?

OUR GOAL IS TO MAKE THINGS EASIER FOR OUR CUSTOMERS OUR PURPOSE OUR GOAL IS TO MAKE THINGS EASIER FOR OUR CUSTOMERS We want people to park, go to their destination, return to their cars, and leave without really thinking about parking. This guy is happy because he parked and returned without any problems. Job well done by parking. Thumbs up to you!

REALITY OF SERVING SOMETIMES PEOPLE ARE NOT PLEASED WITH OUR SERVICES. THAT MAY RESULT IN A BIT OF STRESS.

RECOGNIZE THE ONSET OF STRESS STRESS RECOGNITION RECOGNIZE THE ONSET OF STRESS Cynicism – You have heard it all before so nothing surprises you Health Problems – Headaches, stomach aches, anxiety attacks, general ill feeling Short Temper Higher Level of Daily Frustration Inability to Celebrate Successes

WAYS TO DE-STRESS WHILE AT WORK HOW TO DE-STRESS WAYS TO DE-STRESS WHILE AT WORK Use the BEAST – Breathe in; Exhale; Adjust; Smile internally; Talk to the customer Take a break – Step away to breathe, stretch, calm your nerves Allow stress breaks – Be aware of signs that you and/or your co-workers or staff need one Realize YOUR purpose for being there – What passion or gifts you bring to parking

DE-ESCALATING THE SITUATION THESE STEPS SHOULD BEGIN THE DE-ESCALATION PROCESS Listen to the customer – Do NOT interrupt them. Nod and make eye contact so they know you are listening See if parking personnel made an error Make written or mental notes of their questions and concerns

THESE STEPS SHOULD BEGIN THE DE-ESCALATION PROCESS KEEP DE-ESCALATING THESE STEPS SHOULD BEGIN THE DE-ESCALATION PROCESS Speak in a soft tone so they have to listen Respond to the questions they raised and ask questions if you need clarification Explain the violation and tips on how to avoid it the next time Explain their options – Appeal, pay, etc. Offer assistance

LEAVING WORK AT WORK IT’S ALL ABOUT YOU! Remember, you are there to provide a service Do NOT own THEIR problem! Realize the good in what you do every day We are there to serve others and most people appreciate it!

SHAKE THE DUST OFF YOUR FEET

CELEBRATE YOUR SUCCESS CELEBRATE EVERY “THANK YOU” When a customer says “Thank you!” When someone says you made their day! When you help someone solve a problem Remember to laugh often!

YOUR smile will make them smile too! FIND HAPPINESS AT WORK BE EXCITED ABOUT WHAT YOU DO! A SMILE IS CONTAGIOUS SO DON’T KEEP IT TO YOURSELF! YOUR smile will make them smile too!

KNOW YOUR TOOLS TO UNWIND LIFE AFTER WORK KNOW YOUR TOOLS TO UNWIND Have a life outside of work Have a safe place to vent and release the tension Schedule “ME TIME” – This is critical Focus on self and family when you leave work Strive to leave on time so you get used to disconnecting

SET BOUNDARIES AND KEEP THEM MANAGERS Respect the end of the work day for yourself AND your staff Allow your staff time to breathe and enjoy their time at work EMPLOYEES Take your breaks Set boundaries Ask for help and develop a support team

SOMEONE LITERALLY PUT A SOCK ON IT! REMEMBER THE UNUSUAL SOMEONE LITERALLY PUT A SOCK ON IT!

THE RESULT OF NOT DE-STRESSING Don’t let this happen to you!

WHEN IT’S QUITTING TIME … WHEN IT’S TIME TO GO! WHEN IT’S QUITTING TIME …

De-Stressing for Parking Professionals: Useful Tools to De-Stress at Work And Not Take it With You Ms. V Consulting, LLC Vanessa R. Cummings ~ Consultant & Speaker parkingmsv@gmail.com