1. “Winners to Champions”
Creating Peak Performance in Your Organization
Dr. Fred M. Mills
Transportation Conference
F. M. Mills, Inc.
(209) Office (209) FAX
(209) Cell

2. Iceberg
Behavior
Feeling
Attitudes
Beliefs
Values
F. M. Mills, Inc.

3. Attitude Information we attach an emotion to. A habit of thought.
A directional lean either towards or away from something on a subconscious level.
F. M. Mills, Inc.

4. Why Customers Quit 68% quit because of the attitude of
3% move away.
6% develop other friendships.
9% leave for competitive reasons.
14% don’t come back because of product dissatisfaction.
68% quit because of
the attitude of
indifference toward
the customer by one or
more of the employees.
F. M. Mills, Inc.

5. How Attitudes are Formed
STEPS:
We are born neutral (Empty Bucket).
We begin interacting with environment.
“Experts” evaluate our every performance.
Negative & positive thoughts & feelings are deposited (like rocks) in their respective buckets.
F. M. Mills, Inc.

6. Attitude Formation Words…. Others or Self jaws Pictures….
Real or Imagine
Feeling….
Limbic System
“Real or Synthetic Rock in Bucket”
F. M. Mills, Inc.

7. The Big Difference is Whether it is Positive or Negative.”
Attitude
“There is Very Little Difference in People
But that Little Difference makes a Big Difference.
The Little Difference is Attitude.
The Big Difference is Whether it is Positive or Negative.”
F. M. Mills, Inc.

8. Why We Don’t Change Fear Lack of Pay Value Don’t Know How
Lack of Feedback
F. M. Mills, Inc.

9. Positive Change
Individual Peak Performance
Peak Performing Teams: Structure
Peak Performing Teams: Climate
Peak Performing Mindset