1. An Attitude for Service

2. You Will Learn: To list the seven keys to a positive mental attitude.
Gain insight into how mental attitude influences every aspect of life.
To apply the keys to various workplace and personal instances demonstrating a positive mental attitude.

3. Take the Before-And-After Skills Inventory

4. View
Program

5. An Attitude for Service: The Seven Keys to a Positive Mental Attitude
Introduction:
An Attitude for Service:
The Seven Keys to a Positive Mental Attitude

6. Discuss How does a glass of water pertain to attitude?
Attitude is defined as: a complex mental state that determines your feelings, thoughts and beliefs as they relate to the events of your life. What is another way to say this?
When can you expect to use your knowledge of attitude?
In your opinion, do people with a positive attitude have fewer challenges and setbacks in life than other people?

7. Telephone Doctor® Prescription
You (and everyone around you) will benefit from choosing to live your life with a Positive Mental Attitude (PMA).
Attitude is how you filter the things you experience and react to the way they’re filtered.
You may not be able to choose what happens to you, but you can choose how you respond to it.
A positive mental attitude influences every aspect of your life from co-workers to your personal relationships away from the workplace.

8. Choose Your Attitude in Advance
Key Point #1:
Choose Your Attitude in Advance
“When things go wrong, don’t go with them.”
Elvis Presley ( )

9. Discuss
When do people with a Positive Mental Attitude (PMA) decide that their posture in life is going to be one that perceives the benefits and opportunities of a situation?
What is the difference between being “reactive” and “proactive”?
How did Sydney’s reaction to not being able to go on the trip differ from Tyler’s?
What is the key to having a proactive, positive mental attitude?

10. Telephone Doctor® Prescription
People with a Positive Mental Attitude decide in advance that their posture in life is to be one that perceives the benefits and opportunities of every situation.
Avoid being Reactive – waiting for events to occur and then responding according to what happened.
Decide that you won’t be easily influenced by events outside your control.

11. Key Point #2 – Visualize Success
“A pessimist sees the difficulty in every opportunity. An optimist sees the opportunity in every difficulty.”
Sir Winston Churchill (1874–1965)

12. Discuss
What is one of the best ways to maintain a positive mental attitude every day?
How is visualizing success like the old saying about computers: “Garbage in, garbage out?”
How does Sydney’s reaction to the revision of the HR site differ from Tyler’s?
How does visualizing success influence your ability to be successful?

13. Telephone Doctor® Prescription
To maintain a positive mental attitude, visualize success.
Your attitude has a non-verbal effect on others – it can positively or negatively influence them.
Accentuate the positive in every opportunity.
A positive attitude is the high-powered fuel for the brain.

14. Key Point #3 – Demonstrate Humor, Energy and Enthusiasm
“Energy and persistence conquer all things.”
Benjamin Franklin ( )

15. Discuss How does humor influence a situation?
How does energy enhance a positive attitude?
How does enthusiasm affect a positive attitude?
Who has the power to control your attitude and your mood every day?
If you decide to be positive, how quickly can you show it?

16. Telephone Doctor® Prescription
Humor lets you see the funny side of things and to keep them in perspective.
Energy is the vigor and strength we need to perform our jobs well.
Enthusiasm is bringing an observable high level of interest or energy to a project or situation.
You can decide to be positive, and you can change from negative to positive quickly.

17. Key Point #4 – Resist Negative Influences
“Whatever the mind can conceive and believe, the mind can achieve (…with a positive mental attitude.)”
W. Clement Stone ( )

18. Discuss
Why should you resist negative influences other people may have at work or in other aspects of your life?
How is a negative statement from a co-worker like a cold or virus?
What is the antidote for negative influences from a co-worker?
How are people identified by their attitudes?
If a physical exam with a doctor can improve your health, how can this program help you improve your attitude?

19. Telephone Doctor® Prescription
Even though a negative attitude is like a cold or virus, don’t be the one to spread it around.
Keep an open mind, stay positive and judge situations for yourself.
If you’re going to be identified by your attitude, make it a positive one.
A positive attitude improves your life, no matter what your race, age, sex or nationality.
Conduct regular “attitude self-exams” to keep on track.

20. Key Point #5 – Be a “Whatever It Takes” Person
“I am the greatest. I said that even before I knew I was.”
Muhammad Ali ( )

21. Discuss How would you describe a “whatever it takes” person?
Do you believe that bad things only happen to negative people?
Why was Tyler’s boss disappointed in the way he handled the situation with his customer?
How was Jordon’s attitude different?

22. Telephone Doctor® Prescription
Be resilient – a “whatever it takes” kind of person.
It’s important to realize that sometimes bad things happen to optimists and sometimes good things happen to pessimists.
Everyone endures hardships that can bring out the worst in us or inspire the best. How you act is a matter of choice.
Negative attitudes can affect your company in lost sales and profits.

23. Key Point #6 – Embrace Change: Expect it and Accept it
“Change is the law of life and those who look only to the past or present are certain to miss the future.”
John F. Kennedy ( )

24. Discuss
Many people are surprised by change, yet what do you see when you look at a picture of your eighth grade class?
How do people with a positive mental attitude view changes in their lives?
Why is change to be expected in life and especially in business?
How did Tyler’s reaction to the consolidation of the call centers differ from Sydney’s?
How does change affect an organization’s ability to stay competitive?

25. Telephone Doctor® Prescription
Change is constant – don’t let it surprise you.
Competition in every field makes companies constantly look for ways to do things better, more efficiently.
To stand still is to fall behind.

26. Key Point #7 – Be Grateful for What You Have
“The single greatest thing you can do today would be to start being grateful for what you have right now.”
Oprah Winfrey (1954- )

27. Discuss Why does complaining seem to be second nature to some people?
What are the advantages of taking time to inventory the riches in our lives?
In concluding the program, why should you appreciate every day?
The video portrayed an example of traveling to California by train 100 years ago. Give examples of how your childhood differed from your parents?
What do these examples teach us?

28. Telephone Doctor® Prescription
Take time to inventory the riches in your life – you’ll spend less time complaining.
Life today isn’t perfect, but it clearly has advantages over years past.
Control your attitude; don’t let your attitude control you.
Choose to be positive; your success in life depends on it.

29. Take the Before-and-After Skills Inventory Again.
ANSWERS  
01. F
02. C
03. D
04. C
05. T
06. B
07. T
08. A
09. B
10. F
11. C
12. A
13. D
14. B
15. B
The quiz is located in the workbook.

30. A Call to Action!
Memorize the following key points.
Practice!

31. Summary of Key Points
A positive mental attitude influences every aspect of your life. You will benefit from choosing to respond positively to experiences.
Choose Your Attitude in Advance: Avoid being Reactive. Decide that you won’t be easily influenced by events outside your control.
Visualize Success: Your attitude has a non-verbal effect on others.
Demonstrate Humor, Energy and Enthusiasm: Humor, energy and enthusiasm help you to keep things in perspective and perform well.
Resist Negative Influences: Keep an open mind, stay positive and judge situations for yourself.
Be a “Whatever It Takes” Person: Everyone endures hardships that can bring out the worst in us or inspire the best. How you act is a matter of choice.
Embrace Change – Expect It and Accept It: Change is constant – don’t let it surprise you.
Be Grateful for What You Have: Take time to inventory the riches in your life – you’ll spend less time complaining.

32. An Attitude for Service