8 Tips to Attitude Control in Tough Service Situations

Here are 8 tips you can use to help you and your team control stress and worry in tough situations:

1. Live in a compartment of the present. The professional with a commitment to service seals off each interaction with a customer so that negative experiences don't poison future interactions. Don't allow past successes or failures or future anticipated success or difficulties influence your current performance. When it comes to customer service, live in the moment.

2. Don't fuss about trifles. A "trifle" is something that is insignificant in comparison to other things in your life. When you focus on trifles, you lose perspective. Keep the big picture in mind. Doing so will help you objectively sort out the small stuff from the important issues.

3. Cooperate with the inevitable. Realize when your situation is inevitable. If you can learn to recognize situations where you have no control, you can gain some control over the emotional aspects of the situation. By cooperating with the outcome, you are making a conscious choice about how to respond to an inevitable situation.

4. Decide just how much anxiety a situation is worth and refuse to give it any more of your energy. Once you make it this decision, it is easier to find ways you can improve on the situation or let it go and move on.

5. Create happiness for others. This principle appeals to your nobler motives. It is difficult to sustain a negative attitude when you are doing something good or helpful for someone else. Simply put: Doing good for others makes you feel better.

6. Expect ingratitude. In your job, you provide many diverse services. When you do so, you probably expect in return some signal of gratitude for your assistance. This expectation is rarely met. If you do receive heartfelt thanks from someone, you should count yourself lucky you are dealing with a grateful person. Most people are simply not accustomed to being grateful, even when you provide them with excellent service. You shouldn't let ingratitude deter you from providing top-quality service.

7. Put enthusiasm into your work. Enthusiasm is the positive energy and sustained effort that keeps you driving toward your goals. Making a decision to have a positive outlook can be critical in enjoying your job and working with your internal and external customers.

8. Do the very best you can. It can be difficult to deal with criticism, especially if you feel it is undeserved or if it hurts your self-esteem. One way to put criticism in perspective is to ask yourself if you are doing the very best you can with what you know and are able to do. If you are, then you can avoid taking the criticism personally. If there is room for improvement in your performance, you can look at the criticism objectively and take responsibility for improving your performance.

Seven Types of Listeners and Tips to Better Listening Skills

Exceptional listening skills and the ability to persuade others to your way of thinking make the difference between good and great teams.  Pure listening builds trust, credibility and respect.  One reason is because when you fully listen, instead of trying to compose your response, the result is a relevant and on-target response.  What you say is proof of how well you listen.

The “Preoccupieds”

These people come across as rushed and are constantly looking around or doing something else.  Also know as multi-taskers, these people cannot sit still and listen.

Tips

If you are a “Preoccupied” listener, make a point to set aside what you are doing when someone is speaking to you.

If you are speaking to a “Preoccupied” listener, you might ask, “Is this a good time?” or say, “I nned your undivided attention for just a moment.”  Begin with a statement that will get their attention, be brief, and get to the bottom line quickly because their attention span is short.

The “Out-to-Lunchers”

These people are physically there for you, but mentally they are not.  You can tell this by the blank look on their faces.  They are either daydreaming or thinking about everything and anything else but what you are saying.

Tips

If you are an “Out-to-Luncher”, act like a good listener.  Be alert, maintain eye contact, lean forward, and show interest by asking questions.

If you are speaking to an “Out-to-Luncher”, check in with them every now and again and ask if they understood what you were saying.  As with the “Preoccupieds,” begin with a statement that will catch their attention, and be concise and to the point because their attention span is short.

The “Interrupters”

These people are ready to chime in at any given time.  They are perched and ready for a break to complete your sentence for you.  They are not listening to you but focused instead on what they want to say.

Tips

If you are a “Interrupter”, make a point to apologize every time you catch yourself interrupting.  This will make you more conscious of it.

If you are speaking to an “Interrupter”, when they chime in, stop immediately and let them talk, or they will never listen to you.  When they are done, you might say, “As I was saying before…” to bring their interruption to their attention.

The “Whatevers”

These people remain aloof and show little emotion when listening.  They give off the impression that they could not care less what you are talking about.

Tips

If you are a “Whatever”, concentrate on the full message, not just the verbal message.  Make a point to listen with your eyes, ears, and heart.

If you are speaking to a “Whatever”, dramatize your ideas and ask questions of the person to get his or her involvement.

The “Combatives”

These people are armed and ready for war.  They enjoy disagreeing and blaming others.

Tips

If you are a “Combative”, make an effort to put yourself in the speaker’s shoes and understand, accept, and find merit in his or her point of view.

If you are speaking to a “Combative”, when he or she disagrees or points the blame, look forward instead of back.  Talk about how you might agree to disagree, or what can be done differently next time.

The “Analysts”

These people are constantly in the role of counselor or therapist and they are ready to provide you with answers even when you have not asked.  They think they are great listeners and love to help.  They are constantly in an analyze-what-you-are-saying-and-fix-it mode.

Tips

If you are an “Analyst”, relax and understand that not everyone is looking for an answer, solution, or advice.  Some people just like bouncing ideas off other to help them see the answers more clearly themselves.

If you are speaking to an “Analyst”, you might begin by saying “I just need to run something by you.  I’m not looking for any advice.”

The “Engagers”

These are the consciously aware listeners.  They listen with their eyes, ears, and hearts, and try to put themselves in the speaker’s shoes.  This is listening at the highest level.  Their listening skills encourage you to continue talking and give you the opportunity to discover your own solutions and let your ideas unfold.

Tips

If you are an “Engager” keep it up.  People truly appreciate this about you. 

If you are speaking to an “Engager” take the time to acknowledge their attentiveness.  Thank them for their interest in you and your topic

Dale Carnegie - Principle 7 Be a good listener. Encourage other to talk about themselves.