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SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner.

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Presentation on theme: "SERVICE ATTITUDE By Jasmine I. Aquino. SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner."— Presentation transcript:

1 SERVICE ATTITUDE By Jasmine I. Aquino

2 SERVICE EXCELLENCE Using our expertise to respond to the needs and wants of others in a timely and positive manner by meeting and exceeding their expectations through individualized and holistic assistance

3 Empowerment enables employees to make decisions and provide service excellence by acting in the best interest of all stakeholders. However, a sense of empowerment comes from within the individual.

4 What can YOU do to provide service excellence to others?

5

6 EMPOWER THE BEAST WITHIN Behavior Empathy Attitude Service Trust

7 A TTITUDE Our personal perspective following the evaluation on a given matter based on past experiences and current values

8 HOW IS A PERSON’S ATTITUDE SHAPED? Classical Conditioning Operant Conditioning Observational Learning Persuasion Cognitive Dissonance

9 CLASSICAL CONDITIONING

10 OPERANT CONDITIONING

11 OBSERVATIONAL LEARNING

12 PERSUASION

13 COGNITIVE DISSONANCE

14 HOW DO WE COMMUNICATE ATTITUDE? Verbal – Denotation, Connotation Vocal – Pitch, Volume, Cadence Visual – Appearance, Body Language

15 TEN POSITIVE ATTITUDE PRINCIPLES Positive Thinking Principle Proactive Principle Appreciation Principle Small Stuff Principle People Principle The Self-Esteem Principle Overwhelm Principle The Flexibility Principle Response/Ability Principle The Self-Awareness Principle

16 POSITIVE THINKING PRINCIPLE

17 Proactive Principle Appreciation Principle Small Stuff Principle

18 PEOPLE PRINCIPLE

19 Self-Esteem Principle Overwhelm Principle Flexibility Principle

20 Response/Ability PrincipleThe Self-Awareness Principle

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23 BIBLIOGRAPHY Alexander Hamilton Institute. “Bad Attitudes & Complaints: Handling Workplace Negativity.” Centerpiece Human Resources. 14 Jun Business Management Daily. May Biswas-Diener, Robert and Kashdan, Todd B. “What Happy People Do Differently.” Psychology Today. 2 Jul happy-people-do-differently. May happy-people-do-differently Bridges, William. Making Transitions: Making the Most of Change. Reading, MA: Addison-Wesley Publishing Company, Buckingham, Marcus and Curt Coffman. First, Break All the Rules: What the World’s Greatest Managers Do Differently. New York: Simon & Schuster, Constance, Joe. “Building Positive Attitudes in the Workplace.” Constant Training. 24 Feb May 2014.http://www.constanttraining.com/downloadfiles/AttitudesWorkbook.pdf Covey, Stephen R. The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. New York: Simon & Schuster, Pearce, Terry. Leading Out Loud: Inspiring Change Through Authentic Communication. San Francisco: Jossey-Bass, Ray, Linda. “The Effect of Employee Attitude on Productivity in the Workplace.” Global Post. workplace-3168.html. May workplace-3168.html Root, George N. III. “How Do Negative & Positive Attitudes Affect the Workplace?” Chron html. May html Rosner, Bob and Campbell, Sherrie. “Maintaining a Positive Attitude in the Workplace.” Recession-Proof Your Career. Pay Scale. attitude-in-the-workplace. May 2014.http://www.payscale.com/positive- attitude-in-the-workplace Wallace, Ed. Business Relationships That Last: 5 Steps to Transform Contacts into High Performing Relationships. Austin: Greenleaf Book Group Press, Wengrzyn, Rob. “Types of Attitudes in the Workplace: Cognitive, Affective & Behavioral Components.” Education Portal. portal.com/academy/lesson/types-of-attitudes-in-the-workplace-cognitive-affective-behavioral-components.html#lesson. May 2014.http://education- portal.com/academy/lesson/types-of-attitudes-in-the-workplace-cognitive-affective-behavioral-components.html#lesson


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