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 by meeting and exceeding their expectations through individualized and holistic assistance

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.

What can YOU do to provide service

excellence to others?

EMPOWER THE BEAST WITHIN

•Behavior•Empathy•Attitude

•Service•Trust

ATTITUDE

Our personal perspective following the evaluation on a given matter based on past

experiences and current values

HOW IS A PERSON’S ATTITUDE SHAPED?

•Classical Conditioning•Operant Conditioning•Observational Learning•Persuasion•Cognitive Dissonance

CLASSICAL CONDITIONING

OPERANT CONDITIONING

OBSERVATIONAL LEARNING

PERSUASION

COGNITIVE DISSONANCE

HOW DO WE COMMUNICATE

ATTITUDE?

•Verbal – Denotation, Connotation•Vocal – Pitch, Volume, Cadence•Visual – Appearance, Body Language

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

POSITIVE THINKING PRINCIPLE

Proactive Principle

Appreciation

PrincipleSmall Stuff Principle

PEOPLE PRINCIPLE

Self-Esteem

PrincipleOverwhelm

PrincipleFlexibility Principle

Response/Ability Principle

The Self-Awareness Principle

BIBLIOGRAPHY

Alexander Hamilton Institute. “Bad Attitudes & Complaints: Handling Workplace Negativity.” Centerpiece Human Resources. 14 Jun. 2012. Business Management Daily. http://www.businessmanagementdaily.com/19426/bad-attitudes-complaints-handling-workplace-negativity. May 2014. 

Biswas-Diener, Robert and Kashdan, Todd B. “What Happy People Do Differently.” Psychology Today. 2 Jul. 2013. http://www.psychologytoday.com/articles/201306/what-happy-people-do-differently. May 2014. 

Bridges, William. Making Transitions: Making the Most of Change. Reading, MA: Addison-Wesley Publishing Company, 1991. 

Buckingham, Marcus and Curt Coffman. First, Break All the Rules: What the World’s Greatest Managers Do Differently. New York: Simon & Schuster, 1999.

Constance, Joe. “Building Positive Attitudes in the Workplace.” Constant Training. 24 Feb. 2011. http://www.constanttraining.com/downloadfiles/AttitudesWorkbook.pdf. May 2014.

Covey, Stephen R. The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change. New York: Simon & Schuster, 1989.

Pearce, Terry. Leading Out Loud: Inspiring Change Through Authentic Communication. San Francisco: Jossey-Bass, 2003. 

Ray, Linda. “The Effect of Employee Attitude on Productivity in the Workplace.” Global Post. http://everydaylife.globalpost.com/effect-employee-attitude-productivity-workplace-3168.html. May 2014. 

Root, George N. III. “How Do Negative & Positive Attitudes Affect the Workplace?” Chron. http://smallbusiness.chron.com/negative-positive-attitudes-affect-workplace-21287.html. May 2014. 

Rosner, Bob and Campbell, Sherrie. “Maintaining a Positive Attitude in the Workplace.” Recession-Proof Your Career. Pay Scale. http://www.payscale.com/positive-attitude-in-the-workplace. May 2014.

Wallace, Ed. Business Relationships That Last: 5 Steps to Transform Contacts into High Performing Relationships. Austin: Greenleaf Book Group Press, 2010.

Wengrzyn, Rob. “Types of Attitudes in the Workplace: Cognitive, Affective & Behavioral Components.” Education Portal. http://education-portal.com/academy/lesson/types-of-attitudes-in-the-workplace-cognitive-affective-behavioral-components.html#lesson. May 2014.