1. 1 IMA North East Regional Council 7 th Annual Fall Conference Smile and Move September 21-23, 2014 Westford, Massachusetts

2. 2 As Accountants and Financial Professionals, what is your purpose?

3. 3 We’re here to make good things happen for other people! How do we do this everyday…even when we do not want to?

4. 4

5. 5 Smile and Move SMOVE

6. 6 We smile by… Being awake Being thankful Being approachable Complaining less Smiling, really smiling

7. 7 Group Assignments Group 1: Describe what you think “being awake” means and how does this apply to your daily interactions with others. Group 2: Clear your minds, close your eyes, and think of one word – just one word – which best describes or encapsulates the perfect job or life. A one word maxim for the perfect job. Group 3: Define what “approachable” means? Why do we find it hard to be approachable sometimes?  Use real-life examples if you want Group 4: List reasons we complain. List 5 ways we can learn to complain less. Group 5: Smile

8. 8 Being Awake Attentive Engaged Interested Connected

9. 9 Be Awake - Let’s look at some definitions Be ATTENTIVE  Def.- Giving care or attention; watchful: attentive to detail.  Marked by or offering devoted attention to the pleasure or comfort of others Be ENGAGED  Def. - Committed, as to a cause Be INTERESTED  Def. - Having or showing curiosity, fascination, or concern  No more, “it’s not my job or responsibility” attitude. It’s everyone’s job to be interested and find the best solution to any problem. and most importantly CONNECT  Def. - To establish a rapport or relationship; relate  It’s really about our relationships!

10. 10 Being thankful Is there a perfect job or life? Consistently approach our days and work with gratitude and remember that we are not entitled to either – they are gifts. What is the most powerful way to express our gratitude?  Isn’t it by serving others as well as we possibly can, to put their needs before our own? We should be more thankful for the OPPORTUNITIES we’re given.

11. 11 Be approachable What if at the end of the week we’d be shown on film our 5 ugliest moments toward other people?  1 second is all it takes to change the mood, shut down ideas, feedback or information and enthusiasm. You get the best efforts from others, not by LIGHTING a fire beneath them, but by BUILDING a fire within. Bob Nelson

12. 12 Complain Less How to be Complainless? Be aware – recognize your paths to complaining – minimize exposure to the paths – complaining is a waste of energy. Be thankful – be entitled to nothing. Pause before you begin. Blame no one. Blame nothing. Be accountable. Focus on solving problems rather than having them. Set the example for others. Help yourself and the people around you become ComplainLess. “ We either make ourselves miserable or we make ourselves strong. The amount of work is the same.” Carlos Casteneda (1925-1998)

13. 13 If we know what to do and don't, then why do we get annoyed with others when they know what to do and don't?

14. 14 The answer... Do what it is you want everyone else to do.

15. 15 Smile… It’s that simple…it’s a choice you make every day.

16. 16 Some support material…

17. 17 Forget for Success by Eric Harvey and Steve Venture Our brains are like closets Our baggage includes everything from once valid beliefs and practices that have outlived their usefulness, to misinformation and misconceptions that we accepted (or even embraced) without much examination or thought Why care about this? Whatever we accept or believe determines how we behave and interact and how we behave determines what we achieve (or don’t achieve).

18. 18 We move by Starting early and going long Going beyond expectations Having a sense of urgency Being resourceful and resilient…with no excuses

19. 19 Why is this important? 19% of employees are, actively disengaged…meaning they intentionally act in ways that negatively impact their organizations.  Annual cost nationwide?  Exceeds $300 BILLION Source – Gallup Management Journal, 2001

20. 20 "This is all great stuff. But when we get back to the ‘grind’, how do we make sure we actually do it... every day?"

21. 21 “People often say that motivation doesn't last. Well, neither does bathing - that's why we recommend it daily.” Zig Ziglar

22. 22 Learn to SMOVE and spread the word Smile and Move

23. 23 Some useful insights

24. 24 HBS – originally published in 1994

25. 25 CANBERRA Support and Service Our Commitments I nnovative We will identify ways to continuously improve our process and procedures to better meet the demands of our customers. C ommunication We will compassionately listen to our customers and respond in a professional, clear and concise manner. E ncouraging We will support fellow employee suggestions on ways to improve to promote an open and collaborative work environment. S elfless We will always be attentive to customer requests, regardless of other priorities. E thical We will always act with integrity and a sense of duty and obligation to our customers. R espectful We will treat our customers and fellow employees as we wish to be treated. V ersatile We will be resourceful and capable of performing a variety of tasks in order to get the job done.

26. 26 We’re here to make good things happen for other people.

27. 27 Thank you for the invitation and your time! Remember to SMOVE!