What would you do with a staff member who almost every month had an encounter with a customer that created a complaint about the staff person's behavior? Would you address the behavior or the cause of the recurring behavior? Read that question carefully.
If you had a snoring problem, would you seek the help of a Sleep Center or would you see a doctor about a possible inflamed liver? If you answered Sleep Center, then you would be addressing the symptom before establishing the cause. Fatty livers, as it turns out, can create awful snoring problems. Bet you didn't know that, huh?
If you find yourself stressed at work and packing on the pounds, would you go on a diet? Cortisol, the stress hormone, stores more fat - regardless of what you eat. The weight gain is likely being caused by stress. Treat the stress. Oh, and depriving yourself (dieting) only cause more stress - thus releasing more cortisol which makes you even fatter.
An amazing thing happens when you get updated information - when you continue to learn and read. You actually start being able to solve problems that once had a poor success rate. Problems that keep cropping up aren't being solved.
Figure out the underlying attitude of WHY the employee treats customers poorly, not THAT he does - fix that and the behavior will fix itself. Figure out WHY you're snoring, not THAT you're snoring - fix that and the snoring will fix itself. Figure out WHY you're stressed, not THAT you're stressed - fix that and the weight will fix itself.
If you're going to solve problems for your clients, customers and co-workers, make sure you're not using old information that is outdated and doesn't work anymore. Always go for the WHY - not just the easy WHAT.
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Attitude w/ ATTITUDE by Kevin Burns - Corporate Attitude/Culture Strategist
Creator of the 90-Day Strategy to Greatness Culture
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