Included in our assessment are these values:
* We treat people right
* We don't lie, cheat, or steal, nor do we tolerate any among us who do. (This is adapted from the Honor Code of the US Air Force Academy.)
Try this one out and see how it works for you: when someone is unkind or less thoughtful than it should be, say to yourself, "I love you, and I forgive you." This is extremely powerful. Countless sales representatives find this to be a great tool as they talk to people each day.
The power of pre-week planning
Step 1. Review your vision and your annual goal. This helps you put your week and everything that you're about to do in the proper perspective. As you plan your week, you can be thinking about what you should do this week to support the accomplishment of your goals.
Step 2. Look ahead one to three months, or even further out, in your master calendar. Is there anything you need to do this week to prepare for something that's still a couple of months away?
It's helpful to keep in mind that taking action today can prevent a crisis tomorrow. Ask yourself: What can I do this week to prevent stress and frustration in the future? For example, if you have a trip in three months, maybe you could book the airlines and hotel now to save time, money, and frustration later. Remember, action today will prevent a crisis tomorrow.
Step 3. Enter into your calendar all of the meetings and other scheduled events that you have planned for that week. Be sure to leave plenty of space between commitments to provide for flexibility and those many unexpected things that may pop up.
Step 4. Identify what matters most that week in each role. This is the most powerful step, and the one that's a game changer! This is where you bring your priorities into the picture. Now you should determine what matters most this week for each of your roles, whether as a leader, an employee, a spouse, a parent, or in organizations, clubs, and your community. In my case, I use the same roles for pre-week planning that I use in my annual goals.
Step 5. Determine a time during the week when you'll do each item you listed under each of the roles.
Response: "We're so sorry that we caused this problem. Please know that we take this very seriously. This is a huge oversight on our part. I will immediately notify my supervisors, and we will review our procedures to ensure that this cannot happen again. In the meantime, that is no consolation to you for our lack of service! What can we do to regain your trust? We will be sending you a little surprise as a token of our appreciation of having you as a customer?"
Customer: The company is taking my complain seriously and acting upon it.
Result: Trust established and built.
One of my favorite quotes about listening comes from an unknown source but rings very true: "The greatest mistake we humans make in our relationship: 'We listen half, understand a quarter, think zero, and react double.'"
The intellectual, poet, and writer Oliver Wendell Homes Sr. once noted, "It is the province of knowledge to speak and it is the privilege of wisdom to listen."
"If you don't like something, change it; If you can't change it, change your attitude. Don't complain."
Even when he was opposed to some of the ideas that came up, he always amazed me by sitting up his chair with genuine interest and saying, "I would love to know more about why you feel the way you do. Would you mind sharing with me your thoughts on this?" He would then carefully weigh what he had heard.
Confucius said, "Our greatest glory is not in never failing, but in rising every time we fall."