1. Choosing Your Attitude

2. Why are we here? 2

3. Attitudes are contagious
From time to time we need to ask ourselves
“Is our attitude worth catching?”
Zig Ziglar 3

4. Attitudes 4

5. We’re human
So we will all have our good days and our bad ones… 5

6. But what’s appropriate when we’re dealing with customers?6

7. Discuss and Do 7

8. What’s the consequence for us of our attitude?
For ourselves?
For others? 8

9. Positive Smiles Helpful Friendly Kind Energizes
Empathizes – steps into the other person’s world
Gets things done
Choices/Options 9

10. Negative Frosty Unhelpful
Doesn’t see things from another’s point of view
Complains a lot
Focuses on what can’t be done
“Can’t” “Won’t” “Unable to”
Sounds “blamey” 10

11. Positive Self Others Feel better Happy Energy Inner Strength
Less stress
People like being around you
More influential
People respect you 11

12. What we say and how we say it
Positive or negative
What we say and how we say it 12

13. Positive or negative
We have a choice 13

14. Positive or negative
Handouts
How could we change these phrases to sound more positive? 14

15. Action What action will you take from this session?
How do you think this will help you, your customers and your organization? 15

16. © Intelligent Dialogue Ltd
The purchase of this package entitles the purchasing organization to reproduce the material in the package in unlimited quantity for training staff within its own organization.
All other reproduction rights are reserved.
Please respect our intellectual property, it’s how we make our living.
For more information visit 16