A Positive Attitude: Your Best Asset
winning attitude goes a long way with clients and co-workers. It can
be argued that some people naturally have a positive attitude, and
others must learn it. This module provides participants with an intrinsic
sense of pride for themselves, their team and the organization which
lends itself to a positive outlook. The discussion includes:
- Exercises that foster positive attitudes
- Ways to display your positive attitude
to co-workers and clients
This module is designed for all employees who need to improve their
outlook in order to best represent themselves and the organization
to clients and co-workers.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
- Discussion on techniques for team
- Exercises and presentations
- Practice sessions and role plays
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Name the key elements
of a positive customer service attitude.
- Discuss the elements and explain
how attitude translates into action during face-to-face
encounters with customers.
- Analyze their own performance,
identify strong attitude skills, and determine areas that need
Identify and/or create action
items to help improve their attitude skills.
- Practice improving their
skills in realistic role-play situations.
- Analyze and discuss
others' skill performance.
- Apply attitude
skills on the job.
Merit Training Corporation