This document discusses attitudes, their components, and how to develop a positive attitude. It defines an attitude as a reaction to people, objects, or ideas expressed at varying intensities. Attitudes have cognitive, affective, and behavioral components. The document provides tips for developing a positive attitude, such as taking responsibility for your attitude and thinking positively. It also discusses how attitude affects job performance, customer service, and more. Developing the right attitude is critical for organizational success.

1. ATTITUDE
A positive, negative,
or mixed reaction to a person,
object, or idea, expressed at
some level of intensity (e.g.,
love, like, dislike, detest)

2. Components of Attitudes
COGNITIVE
beliefs about attitude object
AFFECTIVE
emotions and feelings the object
BEHAVIORAL
reaction toward the object

3. Attitude Object: DENTIST
 COGNITIONS
 Dentists are friendly.
 Dentists are expensive.
 AFFECTS
 Dentists make me feel anxious.
 I like dentists.
 BEHAVIORS
 I visit the dentist twice a year.
 I am a very cooperative patient.

4. We call it attitude skills, but it is really about helping people
discover new ways of thinking. The workshop is based on the
assumption that everyone has an attitude. It might be a
positive or a negative attitude depending on someone else’s
perspective. The real issue is training individuals how to use
thinking processes that maximize their ability to succeed.
Participants in this training learn how to reengineer their
thought process to become more effective – even in the most
challenging work environments.
Taking responsibility for your own attitude is
the first step to success.

5. Why People Have Attitudes
• Value-Expressive function: Express who we are
• Ego-defensive function: Protect Self-Esteem
• Instrumental function: Obtain awards, avoid
punishments
• Knowledge function: understand people and events

6. The right attitude is critical to all aspects of
organizational performance. Having the right attitude
impacts:
1. Job performance
2. Meeting quality standards
3. Sales potential
4. Customer service and support
5. Team spirit
6. Boss/employee relations
7. Coworker support
8. Stakeholder expectations
And much, much more.

7. Holding yourself responsible for job
performance begins with
holding yourself responsible for your
attitude.

8. Training Benefits
1. Develop a culture of accountability
2. Develop a positive “Yes I can” attitude for improved
performance
3. Improved work quality
4. Improved sales and customer relations
5. Improved customer loyalty
6. Improved team efforts
7. Improved goal achievement

9. TYPES OF ATTITUDE
1) Positive Attitude- sure, confident and fixed in
his mind
2) Negative Attitude- uncertain, doubtful,
CONFUED AND UNSURE IN HIS MIND
A POSITVE ATTITUDE CAN BE DEVELOPED AT
ANY POINT OF TIME IF PERSON IS WILLING TO
DO SO

10. Attitude Formers
1) Family
2) Reference Groups
3) Different Personalities
4) Different IQ’S/Test
5) Different Background

11. Contribution to PD
1) Don’t let attitude to become more important than
fact
2) Failure is the opportunity to begin with fresh
3) Courage and Focus helps you in achieving your
targets
4) Overcome your emotions
5) Think Positive
6) Think Big
7) Plan yourself

12. Practice These Positive Attitude
1) Say a cheerful “Good Morning” to everybody.
2) Tell colleagues when you appreciate their help.
3) Ask a colleague what they need… and help them get it.
4) Smile while listening and talking.
5) Speak well of your employer and your friends.
6) Take a proposed solution to the boss with every
problem.

13. 7) Tell the boss about something good that a colleague
has done.
8) Choose not to gossip — or listen to gossip.
9) Accept assignments with a smile, saying, “I’ll be
happy to!”
10) Make somebody feel better daily.
11) Volunteer for a job that needs doing.
12) Offer sincere congratulations when others have a
success.

14. Discipline doesn’t improve attitude
Attitude building is a training challenge, not a
disciplinary function
Defective attitude isn’t a defective
person
A Positive Attitude thrives on trust, opportunity,
commitment, and team involvement. Those same
ingredients encourage and nurture a negative person

15. Can you trust a person?
The key to successfully establishing trust is
consistent positive reinforcement
One good attitude finds another
When an employee moistly sets an example in
one Positive Attitude, that attitude spreads not
just to other people, but to their other
behaviors.

16. Interviewing for Attitude
Q: They Observe body language?
A: Taking notice of body language, facial expressions and eye
contact could give you further insight into the individual.
Constant foot tapping, hand wringing and fingernail biting may
indicate a lack of confidence. Crossed arms could suggest the
individual is defensive, aggressive or closed-minded. Lack of
eye contact not only makes it difficult for you to establish a
connection, but also makes the individual appear shy and
evasive.

17. Q: They assess communication skills?
A: Employees in the service industry must
possess superior communication and
interpersonal skills. If candidates speak in a
comfortable, easygoing and welcoming way
during the interview, it is likely they will also
speak that way to your customers.

18. Q: They check for enthusiasm?
A: How enthusiastic, energetic and confident is the
candidate? The person should be positive and
confident, a helpful team player with a positive outlook
and who is courteous to others. Service and attitude
are fundamental for the service industry, so look for
someone with work ethic, respectfulness, initiative,
honesty, self-confidence and a cheerful outlook.
Problem solvers, team players and goal setters also
demonstrate a good attitude.

19. Q: They ask behavioral questions?
A: Answers to these questions tend to reveal attitude.
EX: "Talk about a time when you had to deal with an
irate customer. Describe a situation where you had to
be honest. Give an example of when you were
confident in your actions. Detail steps you took to show
initiative at work. “the candidate to be specific”.