1. Uttam Acharya acharya.uttam@gmail.com 9841252849
Understanding self and customer: Developing Positive Attitude for customer service
Uttam Acharya

2. Objectives Explain the importance of positive attitude in work life
Describe dimensions of positive and ethical behavior
Apply practical skills for developing positive attitude at work

3. Contents Positive attitude and its importance in work life
Dimensions of attitude- Positive behaving, believing and thinking
Ethical behaviour
Practical skills for developing positive attitude
Steps to develop positive attitude

4. Why we need good attitude?

5. Thought IF AN EGG IS BROKEN BY AN OUTSIDE FORCE… …..A LIFE ENDS.
IF AN EGG BREAKS FROM WITHIN... LIFE BEGINS.
GREAT THINGS ALWAYS BEGIN FROM WITHIN.

6. Positive Good Constructive Creative Presence not absence Optimism
Effective
Beneficial
……………….

7. Attitude?

8. Concept of attitude:
“Attitudes are likes and dislikes, favorable or unfavorable evaluations and reactions to objects, people,situations, or any other aspects of the world including abstract ideas and social policies”

9. Exercise in group Why positive attitude is important in our life?
How can we learn positive attitude?
What are the symptoms of negative attitude?
What effects/symptoms can we observe in a person of having positive attitude?
How a person can transfer positive attitude to others?

10. Attitude: Importance
Life is 10% what happens to you and 90% how you respond to it. —Charles Swindoll
It determines everything else in your life!
It affects relationships.
It affects careers; It affects your entire future.
Your attitude is a habit
Changing your attitude can literally change your life.
And here’s the great thing about attitude: It’s your choice

11. How to learn positive Attitude?
Praise someone and get back the same

12. How to Learn positive attitude?
Human being should learn everything
Human being should acquire knowledge, skill and Attitude
Should practice the behavior

13. Different Dimensions - Behavior यादृशी भावना यस्य सिध्दिर्भवति तादृशी
Positive thinking
Positive believing
Positive behaving

14. Positive thinking Positive thinking. Constructive thinking.
Creative thinking.
Optimism.
Motivation and energy to do things and accomplish goals.
An attitude of happiness.

15. Positive believing Expecting success and not failure.
Making you feel inspired.
It gives you the strength not to give up, if you encounter obstacles on your way.
Believing in yourself and in your abilities.
Enables you to show self-esteem and confidence

16. Positive behaving It helps you achieve goals and attain success.
It brings more happiness into your life.
It produces more energy.
Positive attitude increases your faith in your abilities, and brings hope for a brighter future.
You become able to inspire and motivate yourself and others.

17. Ethical behavior
Acting in ways consistent with what society and individuals typically think are good values.
 Ethical behavior tends to be good for business and involves demonstrating respect for key moral principles that include
honesty,
fairness,
equality,
dignity,
diversity and individual rights

20. Behavior at Hospital ?
Discussions

21. Behaviour at hospitals
A caring, sincere, and empathetic attitude
An open and responsive manner
Knowledge – and the ability to share it
A good reputation
Available, easy to reach
Respect for your time
Solid credentials(Identification) and affiliations

22. Being Positive: Less stress
Positive feedback: 100% improvement in sports
Positive conversation: Organizations having more positive conversations are regarded as healthy organizations.
Positive attitude: People with positive attitude even lived longer.

24. Eustress: positive stress Distress: negative stress

25. Stress
Symptoms
Causes
Ways to reduce stress

26. "By constant thinking about the faults of others, your intellect gradually gets contaminated by these faults“

27. Developing skills for Positive Attitude

28. What we nurture that grows?
It’s like a garden.
What we nurture that grows?
Where is the focus?

29. Power of
Positive Attitude

30. Same applies in human beings
KNOWLEDGE
&
SKILLS
SEEN TO
OTHERS
SEA LEVEL
UNSEEN
TO OTHERS
ATTITUDE

31. The benefits of a positive attitude:
More happiness.
More energy.
Greater inner power and strength.
People respect you.
Makes for a pleasing personality.
Fosters teamwork.
Reduces stress.
Improves working environment.

32. Consequences of Negative Attitude
Bitterness
Ill health
Create negative environment
High stress level for themselves and for others
They also pass on their negative behaviors to others around them and to future generations.

33. When you complete your assignment in the present organization, How do you want to be remembered?

34. Irritating, most negative, charmless, disgustingor
Enthusiastic, positive, energetic, charming, passionate, compassionate

35. Steps to Develop Positive Attitude
Look at the bright side of life. Focus at positive.
Find reasons to smile more often.
Avoid negative thinking and worries.
Associate yourself with happy and positive people.
Read inspiring stories. Read inspiring quotes.
Develop an attitude of gratitude

36. Steps to Develop Positive Attitude
Engage in continuous learning process.
Start to like things that need to be done.
Start your day with positive in the morning.
At the end of each day, reflect on the positives of the day. What went right and why? Rather than focusing on what went wrong. Focus instead on what you've learned.
At the end of the day repeat this affirmation: I am an optimistic, hopeful, positive thinking person.

37. Take away
Becoming more positive is always a good thing. You can identify where and how much you tend to think negatively. The more aware you are of your thoughts, the better you'll be able to change them to emphasize the positive.
Positive thinking usually attracts positive people, events, and outcomes.
You may not be aware of all of your negative thoughts and the effect they have on your life, however, by taking some time to understand your own thought patterns, you can challenge those irrational, negative thoughts – and replace them with more positive, optimistic and empowering messages

39. Thank you