insights, objective advice, and resources for service
and support professionals, given in the spirit of
Table of Contents
Explore Your Options
love the many aspects of mentoring and coaching.
Writing eSharings each month offering different ideas,
resources, and learning venues available is like
mentoring, though on a smaller scale. Including
information about conferences, user group meetings,
books, web resources, ideas that I learn from others,
personal thoughts and experiences, contributes to the
hope that others are benefiting from this sharing of
this month’s issue, I impart a concept that I learned
from my friend, Max Dixon, an incredible, professional
speaker and actor for 30 years. I have applied my own
twist and examples to the idea, but it is based entirely
on the initial thoughts I got from Max.
you have resources, favorite books, an article or
personal story to share, please email me at
mailto:Ivy@hthts.com. We will share your story and
resources with our readers in future issues and on our
Be Fully Present
present and focused” means giving all of your attention
to the situation or person at the moment. So often
other things happening, or going on in our mind,
distract us. We have all witnessed or experienced this
behavior or have been the one to exhibit it.
There are many benefits to altering the mindset to
become “fully present and focused” both in the home and
at work. Examples to make these points look something
You arrive at work, spend the first 15 minutes of time
hanging up your coat, booting your computer, shuffling
things into order to start your day, look over your desk
for immediate things that will need attention first,
then walk off to get a coffee. You pass someone in the
hall that wants to discuss their weekend with you or the
problems they had at work yesterday. By the time you
are ready to be fully functional, 30-45 minutes have
already gone by. You get back to your desk and an
employee comes to your desk to share their excitement
about an idea for improving the workgroup’s performance.
You are distracted by the fact that you have been at
work for over half an hour and have not started on
anything yet. You start to think about what you need to
do next, yet this person at your desk needs you to be
“fully present” and “focused,” of which you are not.
You start looking at your email while the person is
speaking to you, because you are feeling anxious to get
back to work. You are not giving them direct eye
contact or entirely listening to their message.
They realize you are not fully present or focused on
their message. They start to feel unimportant, may have
their enthusiasm dashed, and get frustrated. Both
parties are dissatisfied at the end of the exchange.
let’s try the scenario at home:
You drive through rush hour traffic, after working a
long day that was very tense. You pull up in the
driveway. Your small child runs out to greet you with
open arms, a big smile on their face and is excited to
tell you about their day at school. You respond with a
terse, “Mommy/Daddy just got home. I need to go do my
[email/read the paper/watch my program], etc. You can
tell me about it later.” They sadly walk away.
it could play out like this:
Your spouse/mate/friend greets you with enthusiasm and
wants to tell you about something they are ecstatic
about. You hear them speaking, but don’t listen because
you are not focused on them and are not fully present to
their needs. You are still thinking about all of the
things you didn’t get done at work and now must do
tonight. Their excitement is dampened by your reaction
to their attempt to share part of their life with
someone they love, you.
Entire days go on like this, unnecessarily impacting
others. The next time someone wants some of your time,
stop what you are doing, just for a moment, and be fully
present and focused. It only takes a few minutes to
listen and focus on their message. The results will be
invaluable to both of you. Time made for others, far
outweighs time rushing through life.
Assignment: The next person who walks
up to your desk, stop what you are doing, turn your
chair towards them, and give them your full attention.
Don’t answer the phone, don’t do email, just listen and
exchange information. Or the next call you take, be
fully present for that particular caller.
Afterwards ask yourself, “how did that feel for you?”
“How did they react to your offering your full attention
in the face to face interaction?” Did the caller have a
Have you seen
Troy yet? How about “We Were Soldiers?” “Miracle”,
“The Last Samurai” or “Radio?” These shows all have
many powerful messages about what motivates people.
Pride, the desire to do a great job, the ambition to
win, the hope to make a difference, the passion to fight
for and represent their country and so many other
aspects that are driving forces that motivate people.
These movies clearly represent many of these motivators
and a great deal of others.
know that for me, when I worked for US West
Communications, I was very proud to be working for such
an outstanding employer and remain proud to this day.
It felt good about going to work for a company with such
a great reputation and who took such good care of their
employees. It was easy to be highly motivated to do
more than just a good job for them. It increased my
ambition to be successful personally but it also drove
me to want to make a difference in the company and for
those I worked with. I am certain I am not unique in
these feelings. Anyone who has had the opportunity to
work for an exemplary company, who cares as much for you
as you do for them, can understand where I am coming
things that you can begin to do now, that will
contribute to the release of all that powerful
motivation you have inside of you are to:
Be a person that shouts
distinction, commitment and passion!
Pursue mastery by
reinforcing your professional excellence.
Be someone who cares
about others first and self second.
Create a roadmap for
1. Be a
person that shouts distinction, commitment and passion!
This means having:
The desire to make a
difference personally and professionally.
The goal to do the best you
can at whatever you attempt.
A total commitment and
passion for the job at hand.
Complete focus and being
In the movie “Troy,” Achilles has a
motivation to be remembered long after he is gone. He
wants to be the best soldier, with great distinction
from those around him. When he is told that only Kings
and Princes will be remembered, he told them that a
soldier too could be long remembered after they’re gone
and the war is over. He demonstrated this could be done
by his distinction, commitment and passion for when he
was killed, he had succeeded in reaching his goal; to be
remembered long after he was gone. as someone who made a
mastery by reinforcing your professional excellence.
Have an exemplary passion for the
job to be done. Know that the end result will
demonstrate your mastery of the job. Even the worst task
can be made tolerable if performed with passion. I know
of someone, who when they were 15 years old, had a
passion to do their best no matter how bad the job was.
As a housekeeper (maid) this person had the shiniest
toilets and the cleanest floors in the hotel. They
eventually ended up running the hotel after only two
years. They took pride in their job and were recognized
for their effort and their future potential. Keep ahead
in your reading and learning. The only way to be a
master in your job, is to study like a master. To read
voraciously on your topic of expertise and to apply the
things you learn. Zig Ziglar, Nido Qubein, and other
greats, read at least one hour everyday. They are
masters in their field. Share with others your
successes. No matter how odd or foreign it may sound,
you MUST blow your own horn and reinforce your
excellence in the minds of others and your own.
In “The Last Samurai”, Tom Cruise
decided that to make the movie to be the most realistic,
he must master the use of the sword and in the manner in
which they used it in their era. His passion to wield
the sword expertly and to represent the story the most
accurately drove him to become a master at his tasks to
make the movie the success it was and the most accurate.
It was about pride and mastery for him.
someone who cares about others first and self second.
Many people do care more about
other’s needs than their own. Putting someone else
first, can be highly motivating to yourself, simply from
the personal positive feelings you will get from helping
another. The recipient of your kindness is motivated by
the caring and encouragement they receive. ‘Listen and
hear the unspoken word’ and ‘read the unwritten
message.’ Going deeper than is normal, this means caring
for others at a different level of consciousness. People
have a lot to “say” but are often not heard because no
one is “really” listening. Next time you spend time with
someone, “be fully present” and hear the unspoken words.
There is a lot you are missing.
Feeling sorry for yourself can
destroy motivation and positive, energetic feelings.
“Radio” cared about being part of the team to be able to
help others. He had a high need to be accepted. He
gained this reward by helping others and being a part of
the team by making himself likable; and by being a team
player. His words at first were hard to understand and
sometimes not understandable at all. But you could feel
his enthusiasm, his sadness, his pain, his joy, without
him telling you anything orally. Listen to those
unspoken words and you will get far more out of the
roadmap for success.
Define clear, concise personal and
professional goals with milestones identified and set
dates for when you will reach them. If you don’t set
dates, and offer rewards when the dates are met, it will
be easy to make excuses to skip them. You will begin to
make excuses to justify the reasons why you can’t do the
task right now. Before long, the roadmap leads nowhere.
The roadmap should include personal and professional
gains along the way. They must support your personal and
professional goals. They must be in alignment together
for the best results. There should be a reward system
built into the roadmap as well. The goals must be
achievable and independent enough from the others so you
can’t hang a lot of other things on the same goal, which
could hinder you from ever even getting started.
Identify celebration points in the roadmap for success.
If you don’t recognize your effort, it becomes more of
task and less of following the steps to reach your most
In the movie, “Miracle,” the hockey
team had to go beyond the norm to even have
half-a-chance at winning the Olympic Gold Medal. The
coach built the team a roadmap, and took them through
the passes, rewarding the team each step along the way
when they reached each milestone. In the end, they won!.
Not only did they win as a team, but they won for the
country that they had an undying pride for, the United
States of America.
In “We Were Soldiers,” when Mel
Gibson stood before the young, scared soldiers as he
prepared them to leave for the Vietnam war, he said, "We
are moving into the Valley of the Shadow of Death, where
you will watch the back of the man next to you, as he
will watch yours, and you won't care what color he is,
or by what name he calls God.
We are going into battle against a
tough and determined enemy. I can't promise you that I
will bring you all home alive. But this I swear... when
we go into battle, I will be the first to step on the
field and I will be the last to step off.
And I will leave no one behind...
dead or alive. We will all come home together."
The fear in these young men and
women, leaving their families behind and going to a
place they may never return from, may lack all of the
necessary motivation and drive initially, but when the
leader assures them how much he cares about each and
every one of them and demonstrates his commitment,
passion and desire to the best he can for each person,
the fear remains, but the comfort slightly emerges when
they recognize that someone does truly care about them.
That this person will do everything in their power to
ensure my body will be given its due respect and have
honor - dead or alive.
Two very good books to read on the
topic of motivation and leadership are:
1.The Truth About Managing People
by Stephen P. Robbins 2.Trump: How to Get Rich by Trump
and Meredith McIver
I was impressed with Trumps recent
book. It is so focused on people, dreams, goals, and so
much more. I had a hard time putting down. I think you
too will enjoy it.
Be sure and look me up this year in
New Orleans at the Conference for Help Desk
Professionals. I would love to get your perspective on
this topic and so many others.
Check out Tony’s website where you will find many free
resources that you will find valuable to you both
personally and professionally.
Customer Service/Customer Loyalty
The Stairs of Customer Loyalty
Moments of Magic
Assuring Customer Satisfaction
The Platinum Rule™ Personality Assessment
“By many appearances, offshore and nearshore outsourcing
appears to offer an impressive cost savings. But the
true costs are often not all considered. We were told
of a situation where the cost of a single twelve-hour
outage for one company in the United States was
prolonged due to lack of skills, language barriers, and
miscommunications in India. Furthermore, they did not
fully understand the criticality of the situation.”
“The entire cost of outsourcing a call center overseas
can be about the same as this single incident cost this
company, exceeding millions of dollars. All potential
savings could be lost in one outage! How many companies
could withstand this sort of thing happening more than
The Aladdin Factor
by Jack Canfield and Mark Victor Hansen
Anything is possible, if you dare to ask.
Aladdin Factor is the magical wellspring of confidence,
desire and the willingness to ask that allows us to make
wishes come true. Blending candor and humor with
philosophy, motivation and solid information, The
Aladdin Factor explores every aspect of how and when
to ask, including:
8 reasons people won't ask for what they want
key points to getting what you want
Who to ask, and what to ask for
The 10 benefits of asking
How to deal with rejection
The secrets of power askers
Check out Jack’s website at
see the many other great products he has to offer too.
can email my friend, Teresa Esparza, Jack’s Executive
to learn how you can have Jack speak at your company’s
all-hands meetings, executive retreats, conferences, and
more. He’s an incredible speaker and has a message that
most will find life changing both personally and
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