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Developing an A PLUS Attitude: Starts from Within
KY Association of Student Receivables Officers May 13, 2010. Lake Barkley, Kentucky
Shannon D. Staten, M.Ed.University of Louisville
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It’s not your aptitude but your attitude that will determine your altitude in life.
Zig Ziglar
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Personal Attributes and Attitude Past Influences and experiences
What are your basic beliefs and values?
Passion Pointsa. What excites you? What’s fun?b. What motivated you to accomplish things?c. What do you avoid?
Purpose / Procedurea. What challenges or easy paths do you face?b. What can you do to be more positive on a daily
basis?
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Attitude An attitude is an outlook on life or a particular
situation, a way of thinking and reacting. Attitudes express themselves in behavior.
Your mental attitude can cause you to persist when the odds are against you…or to give up
Ray Seilhamer
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Starting Fresh – The Waiter’s story
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Characteristics of an A PLUS Attitude from Within A pproval of self.
P urpose. What do you hope to accomplish?
L anguage. Verbal and nonverbal.
U nderstanding of the challenges, weaknesses and strengths that you have.
S tatement of what you are trying to achieve.
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All about control
Program your mind to:• Accept the things you cannot change• To practice the principle of replacement• To have a positive attitude – daily• To see the positive in others• To express appreciation and affirmation to
others
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Who are our Customers Guests Staff Business Contacts
Customer types:• Picky Precise
• Demander Commander
• Impressive Expressive
• Average Friendly
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How do our customers judge us?
The way we look What we say How we say it What we do How we do it
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A PLUS Attitude for Service A greement of the level service to be offered P lan of how this service will be provided L ist of needs that must be met to attain the
standard of service identified U nderstanding of the challenges,
weaknesses and strengths of the service S tatement of standard that you are trying to
obtain
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Getting an A PLUS in your work areaWhat would an A PLUS department look like?Brainstorm session
A. List tasks B. List the challengesC. Rate the work done
Identify areas to improveA. Use the 4 P’sB. Set reachable time goals
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ProductBasic Tasks and responsibilities
1. Answering the telephone.
2. Greeting customers as they arrive in the office
3. Taking messages.
4. Typing correspondence.
5. Logging calls.
6. Setting appointments.
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PreparationWhat needs does the team have?
1. Hands-free telephone support equipment.
2. Computer with word processing.
3. Training on computer programs for logging information, setting appointments, email, etc.
4. Schedules of team members in the area.
5. List of important guests who come regularly.
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ProcedureChallenges or easy paths
1. Telephone calls received constantly.
2. Prioritizing between walk-in guests and calls.
3. Keeping all schedules current.
4. Knowing the names and faces of important guests.
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ProductivityEfficiency and Effectiveness
1. Error margin.
2. Guest relations / comfort
3. Work load management
4. Organization
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Task Grade Sheet
Product Preparation Procedure Productivity Grade
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Attitude and Math
IF: each letter of the alphabet is given a consecutive value beginning with the number 1
A B C D E F G H I J K L 1 2 3 4 5 6 7 8 9 10 11 12
M N O P Q R S T U 13 14 15 16 17 18 19 20 21
V W X Y Z 22 23 24 25 26
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Then: the value of
H A R D W O R K equals: 8+1+18+4+23+15+18+11 = 98%
K N O W L E D G E equals: 11+14+15+23+12+5+4+7+5 = 96%
A T T I T U D E equals: 1+20+20+9+20+21+4+5 = 100%
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The A PLUS Attitude in Cleaning
The mission of the A+ Attitude in Cleaning is to provide residence halls that offer the following things to our resident
students:No visible dust, dirt or trash
Fresh, clean smellCarpets and floors that are stain free
Showers / baths that are free of mildew, dirt and soap scumDispensers that are well stocked
Public areas that are orderly, neat and clean
We pledge to do the most thorough, consistent job possible to accomplish our goal
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What lies behind us and what lies ahead of us are small matters compared to what lies within us.Ralph Waldo Emerson