Communications: Quest for Excellence

Oops!I didn’t mean it to come out that way!

(a.k.a “Understanding how attitude enhances and affects communication.”)

Scott “Q” MarcusCRP, www.ThisTimeIMeanIt.com707.442.6243Facebook.com/ThisTimeIMeanIt@ThisTimeIMeanIt

Your Attitude

Pretty Good69%

Extremely Upbeat10%

Average19%

Below Average1%

Co-Workers’

Pretty Good49%

Extremely Upbeat3%

Average36%

Below Average10%

Extremely Poor1%

2Your comments are welcomed: scottq@scottqmarcus.com • www.ThisTimeIMeantIt.com4

Others’

Extremely Upbeat1%

Pretty Good30%

Average57%

Below Average12%

Your comments are welcomed: scottq@scottqmarcus.com • www.ThisTimeIMeantIt.com

Attitude

“Complex interaction between feelings and beliefs that affect how we react to our environment.”

Your comments are welcomed: scottq@scottqmarcus.com • www.ThisTimeIMeantIt.com6

Honest Attitude PrayerSo far today, God, I've done

all right.

I haven't gossiped, haven't lost

my temper, haven't been

greedy, grumpy, nasty, selfish,

over-indulgent, or told

anyone to mind their own

business and stay out of mine.

I'm really glad about that!…

Honest Attitude Prayer

But, in a few minutes,

God, I'm going to get out

of bed, and from then on

I'm probably going to need

a lot more help.

Examples of Attitude 7

I bet living in a nudist colony takes all the fun out of Halloween. -‐Age 13

Examples of Attitude 7

The Zebra Rule

The Basics

Logical

Physical

Emotional

Spiritual

< Activity! Inspiration >

< Execution Creation >

The Basics

Logical

Physical

<<<<Change

Emotional

Spiritual

The Basics

Logical

Physical

<<<<Change

Emotional

Spiritual

The Basics

Attitude

Feelings Beliefs

Feelings

Attitude

Feelings

Attitude

Feelings

Experience(Observations)

Attitude

Feelings

Biology

Attitude

Response

Feelings

Biology

Attitude

Conflict Cycle

Conflict Cycle CALM

Conflict Cycle

Expectations

Conflict Cycle

Expectations

Conflict Cycle

Expectations

Resolution

Conflict Cycle

Expectations

Resolution

Follow Up

Reasons for Conflict

•Shoulds

•Disqualifying

•Inappropriate Rescue

•Perfectionism

•Boundary Violation

•Selective Viewing

Support vs. Saving

• Can I help?

• Want my help?

• Do I want to help?

Conflict Styles

•firecracker•cold shoulder•backstabber

•memory lane•social zinger•last word

Dealing with Others

• Happy or Right?

• Five Year Rule

• Understand intentions

The 3 Rs

• Recognize

• Reflect

• Redirect

Think “LAST”

L isten

A pologize (Acknowledge)

S olve

T hank

Most Powerful Word

• Begin with “I”• No Interruptions

• No Denials• No Cross Complaints

Fair Fighting

Putting it all Together

stenin

larify

Oops!I didn’t mean it to come out that way!

(a.k.a “Understanding how attitude enhances and affects communication.”)

Scott “Q” MarcusCRP, www.ThisTimeIMeanIt.com707.442.6243Facebook.com/ThisTimeIMeanIt@ThisTimeIMeanIt

Communications: Quest for Excellence

Business

Sales Excellence Survey 2017 – Mercuri Internationalmercuri.net/.../Sales_Excellence_Survey_2017_Report.pdf · Our quest to uncover secrets of sales excellence in ways ... Sales

The Organizational Profile: Springboard to Excellenceasq.org/public/conferences/quest-for-excellence-2013/former/... · The Organizational Profile: Springboard to Excellence ... Satisfaction

Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age Quest/Denver/06.23.2004

Leading the Journey to Sustainable Excellence: A ......Leading the Journey to Sustainable Excellence: "A Leadership System Model" The Quest for Excellence XXII – Annual Conference!

The Quest for “Always” Nursing Excellence Conference April 19,2013

A 90 Year Quest for Excellence in Education...A 90 Year Quest for Excellence in Education ! SIXTY COUNCIL OF THE INTERNATIONAL BUREAU OF EDUCATION Geneva, 3 -FOURTH SESSION OF THE

U.S. Sales Communications Excellence: Resources, Structure and Processes to Optimize Pharmaceutical Sales Communications

Copyright © 2008 Quest Software Quest Unified Communications Solutions Overview P ETER TER S TEEG Director, Unified Communications peter.tersteeg@quest.com

Content strategy, communications strategy and digital excellence

The Quest for Excellence - APLU

QUEST FOR EXCELLENCE

Quest for “Excellence in Management” · Quest for “Excellence in Management” ... management given that strategies tend to be highly company specific. The word “strategy”

A 90 Year Quest for Excellence in Education! · A 90 Year Quest for Excellence in Education! SIXTY-FOURTH SESSION OF THE COUNCIL OF THE INTERNATIONAL BUREAU OF EDUCATION Geneva, 28

THE QUEST FOR EXCELLENCE - British Council · THE QUEST FOR EXCELLENCE The Skills Revolution in the UK and South Asia 23-24 September 2013 London, UK. ... Gavin Dykes, Cellcove Speaker

Sales Excellence Survey 2017 - Mercuride.mercuri.net/media/contenttype/public-attachments/Mercuri... · Our quest to uncover secrets of sales excellence in ways ... Sales Excellence

The Quest of Helping Companies Achieve Engineering Excellence€¦ · The Quest of Helping Companies Achieve Engineering Excellence Frost.com 3 INTRODUCTION ... 2 A Buyer’s Guide

TIF 4 Maine Schools for Excellence: A Communications Guide ... · TIF 4 Maine Schools for Excellence: A Communications Guide for Districts Introduction Stakeholder engagement and

Confidential & Proprietary Business Excellence Team (BET) 1 The Business Excellence Approach of Tata Communications

Sharing the Quest for Excellence - Issued to Implement City ...2019/08/08 · Sharing the Quest for Excellence Since 1987 WESTSIDE ST OR Y NEWSP APER $3 Million Dollar Check Issued

2013 Excellence in Airport Marketing and Communications Awards