Fish tale
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Fish tale

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All about customer focus

All about customer focus

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  • 1. The way of life 2. Fish! Philosophy 3. fish market in Seattle 4. the fishmongers who work there did not create the Fish! Philosophy. 5. They discovered it 6. put it into practice in their work. 7. impressive that workers in office buildings come down to the market at lunch time to get pumped 8. Sprint 9. Southwest Airlines has used Fish! For more than 25 years Dean, Education and Human Service Professions University Minnesota I attended the workshop (oops "camp") I wanted to "Make someone's day". It was my happy responsibility to introduce our visiting Turkish Scholar to the College Senate. The first thing I said was "hos geldiniz" Turkish Scholar stood up and said Thank You (in Turkish of course). I then led the entire faculty and staff in saying "hos geldiniz". We made her day and the American welcoming spirit will be heard around the world as the Turkish Scholar tells of her experiences in a very special part of America. Dear Fish Philosophers, At the end of last year, I was elected Student Council President. Everyone was always negative and we didn't really work that well with everyone. I wanted to change everything around and make my school a better place to be. Then one day we read the Fish! Book. Our sponsor said she was going to give the book to our principal, and assistant principals, because the mood at our high school was glum....were going through total reconstruction of the whole campus, and the teachers were complaining about everything. They usually put the kids in a bad mood!! The staff development was done on Fish and All the teachers loved it. We also had the whole student council read the book too. On the first day of classes, some student council kids said that when they walked in to certain classes, their teachers said to choose their attitudes....it was kinda neat...kinda like a secret language...thanks so much for the inspiration!!! The stories go on and on Log on to https://www.charthouse.com/charthouse/prodfilm_fp_fishPond.asp? For more information
  • Play Make their day Be there Choose your attitude Will make for a great place to work If your don’t have lightheartedness Service to others Present-moment listening And Exercise the power to choose your attitude Then you don’t have a great place to work.
  • Carry a light hart wherever you go. Having fun while we work and creating more energy. How might I be an instrument of lightheartedness? Is there a smile in my voice and on my face? Work made fun gets done, especially when we choose to do serious tasks in a lighthearted, spontaneous way. Play is not just an activity; it’s a state of mind that brings new energy to tasks and sparks creative solutions One of the hardest pieces for people to accept is PLAY. Some see it as anti-work. Don't look for items to throw at work. Find ways to make yourself smile inside. We all react to play differently. Some may laugh out loud. Others may give a quick chuckle, or just smile. A few will smile inside. Everyone is finding the humor, but it may not be visible to everyone. Bear in mind that each one of us finds humor in different ways. What looks like fun for someone may not be fun for someone else. Share a joke with a co-worker Have theme days - have people dress up different Have office parties - quick lunch, picnics, etc Ice cream social or other activity Create a bulletin boards to have fun - any employees can add anything within reason to the board, can be to have fun with someone in company or a national figure or issue, no ridiculing!, no hurtful comments! Dress up your office or space with fun stuff Cartoons Make work fun
  • A great gift is the gift of positive engagement. Whose day will I make today? How might the way I live my life be a source of inspiration for others? Do something unexpected: Glasses to see menu Diet Sprite from Deli down street Nurses sing to a patient Pictures Speak up – let them know they did a great job Listen When you make “someone’s day” (or moment) through a small act of kindness or unforgettable engagement, you can turn even routine encounters into special memories.
  • Amazing things can happen when you learn to be where you are. Where am I? Where do I need to be? What is the impact of my “be there” decision? The glue in our humanity is in being fully present for one another. Being there is also a great way to practice wholeheartedness and fight burnout, because it’s the halfhearted tasks you perform while juggling other things that wear you out.
  • The attitude you have right now is the one you are choosing. Choose wisely: your life depends on it. What attitude am I exhibiting? Should I stay with this attitude or choose another? When you look for the worst you will find it everywhere. When you learn you have the power to choose your response to what life brings, you can look for the best and find opportunities you never imagined possible Choose your ATTITUDE..... Then choose how to start your DAY.            Michael is the kind of guy you love to hate.  He is always in a good mood and  always has something positive to say. When someone would ask him how he was doing, he would reply, "If I were any better, I would be twins!" He was a natural motivator. If an employee was having a bad day,  Michael was there telling the employee how to look on the positive side of the situation. Seeing this style really made me curious, so one day I went up to Michael and asked him, "I don't get it! You can't be a positive person all of the time. How do you do it?" Michael replied, "Each morning I wake up and say to myself, 'You have two choices today. You can choose to be in a good mood or you can choose to be in a bad mood.' I choose to be in a good mood. Each time something bad happens, I can choose to be a victim or I can choose to learn from it. I choose to learn from it. Every time someone comes to me complaining, I can choose to accept their complaining or I can point out the positive side of life. I choose the positive side of life. "Yeah, right, it's not that easy," I protested. "Yes, it is," Michael said. "Life is all about choices. When you cut away all the junk, every situation is a choice. You choose how you react to situations. You choose how people affect your mood. Your bottom line: It's your choice how you live life." I reflected on what Michael said. Soon thereafter, I left the Tower Industry to start my own business. We lost touch, but I often thought about him when I made a choice about life instead of reacting to it. Several years later, I heard that Michael was involved in a serious accident, falling some 60 feet from a communications tower. After 18 hours of surgery and weeks of intensive care, Michael was released from the hospital with rods placed in his back. I saw Michael about six months after the accident. When I asked him how he was, he replied, "If I were any better, I'd be twins. Wanna see my scars?" I declined to see his wounds, but I did ask him what had gone through his mind as the accident took place. "The first thing that went through my mind was the well-being of my soon to be born daughter, " Michael replied. "Then, as I lay on the ground, I remembered that I had two choices: I could choose to live or I could choose to die. I chose to live." Weren't you scared? Did you lose consciousness?", I asked. Michael continued, "...the paramedics were great. They kept telling me I was going to be fine. But when they wheeled me into the ER and I saw the expressions on the faces of the doctors and nurses, I got really scared. In their eyes, I read "he's a dead man". I knew I needed to take action." "What did you do?" I asked. "Well, there was a big burly nurse shouting questions at me," said Michael. "She asked if I was allergic to anything. "Yes, I replied." The doctors and nurses stopped working as they waited for my reply. I took a deep breath and yelled, "Gravity!" Over their laughter, I told them, "I am choosing to live. Operate on me as if I am alive, not dead." Michael lived, thanks to the skill of his doctors, but also because of his amazing attitude. I learned from him that every day we have the choice to live fully. Attitude, after all, is everything. "Therefore do not worry about tomorrow, for tomorrow will worry about itself. Each day has enough trouble of its own." After all today is the tomorrow you worried about yesterday. ENJOY LIFE...IT'S THE ONLY ONE YOU GET!
  • Glue sticks
  • Healthy Family Life Sustaining a Vision Growing a Marriage Sticking to a Diet Building Strong Relationships Making a Change Stick All have ups and downs We survive these challenges and realize these are the things that make life worth living. If goal is a fun and productive workspace, keep vision alive, or losing weight 3 commitments that must be made in order to be successful
  • Rewrite the vision in your own words and share them with a colleague Ask your colleague to share his/her version with you When the fish guys started their vision search they knew: Get along with each other Deliver great service Have the best fish What are the elements of your vision? Find your place in the school’s vision. What part do you play in this vision? Anyone who has passed a difficult test Trained for an event Raised a child Knows about commitment. When you commit to a vision – you automatically assume responsibilities Commitment has rewards – what are some? Read story on page 11 and 12 on your own and see if you recognize yourself. If you are unhappy – find something better A vision is often designed to serve multiple constituencies A vision comes alive only when it is personalized by those who work in the vision community This happens when each of us assumes responsibility for finding out IT inside the vision And we can only find our IT through conversation with other members of the vision community
  • Glasses to see menu Diet Sprite from Deli down street Nurses sing to a patient Live the vision moments you discover during your ongoing search for IT Watch for opportunities to be the vision and take advantage of the vision moments. Have you ever encountered someone who brought a smile to your face in an ordinary situation? Read story on page 17 Every day we are presented with countless opportunities to recreate the vision Once we have found our IT we must commit to living IT by living fully the naturally occurring vision moments was told from my niece that her teachers use the Fish! Philosophy not only with the students, but with fellow teachers as well. They made a large cardboard fish and pass it around when they recognize someone else going above an beyond or demonstrating the philosophy. They decorated the Fish in a fun way and now it seems as though everyone would like a chance to receive the Fish. It has been a great motivator. This is the most difficult of the three Requires that you be creative: Vision moment in the classroom – learning about the sun and in order to drive it home, you think of having them create a sun cycle Vision moment in the office – fj Vision moment with your faculty – Dr. Smith and her creation of the AIP form
  • Begin with story and have each person continue until the story is complete.
  • The 3 rd commitment is the most critical and most difficult Talk with each other about our effectiveness Must be authentic and fierce Coach story page 24 What makes a good mentor: One who coaches and advices what was right and what was wrong Coach of a football team is not only coach – players help How can you make it easier for others to coach you? How do you coach someone who has a very different job than yours? Keeping a vision alive is hard to do alone because it is difficult to observe yourself in action and feel the impact you are having on others. Therefore, feedback plays a key role By creating an atmosphere where it is not only ok but our responsibility to give and receive feedback, we will make the daily adjustments necessary to keep the vision strong This is called coaching and it a crucial ingredient in sustaining anything worthwhile
  • Time goes by quicker and your weeks fly by Christmas break is here before you know it Summer vacation is around the corner
  • Attitude is everything Professional sport players already know this
  • Watch “Angels in the Attic” and you will agree

Fish tale Fish tale Presentation Transcript

  • Fish Sticks Cristal LockeFish! SticksCristal Locke“We do notremember days,we remembermoments.”Pavese, Cesare
  • Fish Sticks Cristal LockeThe Fish Philosophy• Fish Market in Seattle• Sprint• Southwest Airlines• Many Schools (www.fishphilosophy.com)
  • Fish Sticks Cristal LockeFish! Ingredients• Play +• Make Their Day +• Be There +• Choose Your Attitude =• Great Place to Work!
  • Fish Sticks Cristal LockePlayCarry a light heartwherever you go.• How might I be aninstrument oflightheartedness?• Is there a smile inmy voice and on myface?
  • Fish Sticks Cristal LockeMake Their DayA great gift is the gift ofpositive engagement.• Whose day will I maketoday?• How might the way I livemy life be a source ofinspiration for others?
  • Fish Sticks Cristal LockeBe ThereAmazing things can happenwhen you learn to be whereyou are.• Where am I?• Where do I need to be?• What is the impact of my “bethere” decision?
  • Fish Sticks Cristal LockeChoose Your AttitudeThe attitude you haveright now is the oneyou are choosing.Choose wisely.• What attitude am Iexhibiting?• Should I stay with thisattitude or chooseanother?
  • Fish Sticks Cristal LockeFish! Sticks• How do you getFish! to stickonce you get itgoing?
  • Fish Sticks Cristal LockeChallenges• Healthy Family Life• Sustaining a Vision• Growing a Marriage• Sticking to a Diet• Building StrongRelationships• Making a Change Stick
  • Fish Sticks Cristal Locke3 Commitments
  • Fish Sticks Cristal LockeFind IT! / Commit• Vision is forstakeholders• Personalize the vision• Teamwork is just adream until there is acommitment to ashared vision
  • Fish Sticks Cristal LockeBe IT! / Live IT!• VisionMoments –findopportunities
  • Fish Sticks Cristal LockeReady, Set, Create!
  • Fish Sticks Cristal LockeCoach IT!• A gift to keep thevision strong• Feedback• Not an ego trip
  • Fish Sticks Cristal LockeFish! Revolution• With the amount of time wespend at work we might as wellhave some fun!
  • Fish Sticks Cristal LockeFish! Revolution• We can and do choose ourattitude!
  • Fish Sticks Cristal LockeFish! Revolution• There is nothing as satisfying asmaking someone’s day!
  • Fish Sticks Cristal LockeFish! Revolution• It is not just about listening: it isabout being there!
  • Fish Sticks Cristal LockeFish! Sticks• What is the experience we aretrying to create for our students andparents?• How do you personalize the vision?• How can we support each other inkeeping our way of working aliveand vital?
  • Fish Sticks Cristal LockeFish SongCome on everybody now,Let’s go FISH!ing, Come along and see.Come on everybody now, let’s go FISHing,You can catch the energy!Release the potential and make their day,Choose your attitude, be there and play.Come on everybody now, let’s go FISH!ingYou can catch the energy!
  • Fish Sticks Cristal LockePresentation by: Cristal LockeAll Rights Reserved