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USE FISH BAIT to Maintain the CAN DO Attitude


USE FISH BAIT to Maintain the CAN DO Attitude Prepared by Jim Messina, Ph.D. – PowerPoint PPT presentation

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Title: USE FISH BAIT to Maintain the CAN DO Attitude

USE FISH BAIT to Maintain the CAN DO Attitude
  • Prepared by
  • Jim Messina, Ph.D.

Commit to FISHing in Your Organization
  • Commit yourself and your organization to the four
    keys of FISH through a culture statement which
  • Choose your attitude
  • Play
  • Make their day
  • Be there

Remember this Culture Statement
  • As you enter this place of work choose to make
    today a great day - Your colleagues and customers
    and you will be thankful. Find ways to play - We
    can be serious about work without being serious
    about ourselves. Stay focused in order to be
    there when your customers and co-workers need
    you. Should you feel your energy lapsing try this
    surefire remedy Find someone who needs a helping
    hand, a word of support, or a good ear and make
    their day!

Commit to the Can Do Attitude!
  • Encourage your staff to become the LITTLE ENGINES
  • Help them to Think they Can become more than they
    ever thought they could become!
  • Encourage them to believe I think I can!

What Do You Do First to make FISH a reality?
  1. Introduce the FISH Culture concept to your
    leadership team and then to your workers
  2. Create a Culture Enhancement committee to help
    organize how FISH can become a reality in your
  3. Pilot and try things out - some will work and
    others will not but do not tie yourself into it
    must be this way attitude
  4. In a positive work environment its not about
    taking things away - Its about learning every
    day and finding solutions that allow people to
    have an energized culture

Learn to PLAY
  • Invite your workers and leaders to play
  • Play is the lighthearted feeling you release
    inside of people when they are enthused,
    committed, and free of fear
  • Play must come from within you so you can only
    invite play from others if you are playful
  • Play requires trust and shared commitment of
    coworkers to make playfulness possible at work

Learning to Play
  • Play happens naturally in a healthy workplace
    where people are free to be passionate about
    their work and accountable to their teammates
  • Look for opportunities to bring a lighter tough
    to interactions with customers and teammates
  • Owners, managers and employees must play together
    to make PLAY a state of being in your

Benefits of Play
  • The more management and workers play the more
    creative problem solving occurs
  • The more open the door to employees you allow,
    the more ownership and input they will provide
    for problem solving, suggesting innovations and
  • Allowing them to play will interestingly increase

Learn to Make Their Day!
  • In the FISH Environment the work setting is the
    stage and the workers and customers are members
    of the cast
  • The goal is to make a memory for workers and/or
    customers so that when they leave you, they have
    something they will want to remember and share
    with others
  • The goal is to engage one person at a time
  • There is nothing quite as powerful as turning
    your attention away from yourself and asking how
    you might connect with another human being,
    customer, family member or colleague and make
    their day

5 Essentials to Make a Business Successful
  • Customer enthusiasm
  • Employee satisfaction
  • Ability to generate profits
  • Growing your market
  • Continuous improvement
  • Making Their Day will directly impact each of the
    five essentials for successful businesses

Making Their Day is focusing on Customers
  • You stop focusing on what you want and you start
    focusing on what the people you are serving want
  • It is like treating all people you serve as if
    they were long trusted friends
  • Goal is to be so effective that you are able to
    be helpful to others no matter what their needs
  • The better you become doing what you do the more
    people will come to be served by you and more you
    feel great! Profits wont be bad either!

What is the Goal of our Journey in life?
  • Is it to make millions?
  • So that we can become happy?
  • Maybe the lesson in Making their Day is The only
    way to be happy in this life is to get outside
    yourself and serve others
  • That is a journey which Making their Day takes
    you on!
  • The owner must see the organization not as an
    investment but as a mission for real change to
    occur in Making their Day!

Impact of organization based on TAKING from others
  • Customers have their defenses up
  • Workers try to make as much as they can on each
    call because they think they might never see that
    customer again
  • Management tries to squeeze profits from every
  • Employees focus on what they can GET rather than
    on what they can GIVE

Impact on Organization focused on GIVING to others
  • When you look outside yourself and concentrate on
    helping other people
  • You discover a satisfaction you never imagined
    could happen
  • As you serve more people
  • More people come to be served
  • As you serve more people you feel great!

Making their Day FISH is a philosophy not a
  • A philosophy is not implemented it is
  • Explored
  • Chosen
  • Believed
  • Practiced
  • It is a way of living your life not only at work
    but in all aspects of your life!
  • It is not just another program to be tried!

Impact on customers of Make their Day
  • Customers have a real need which impacts their
    life or they would not be contacting your for
    your service
  • Remember that their needs are real life
    problems and issues which need a resolution-you
    are not just taking care of the problems you are
    taking care of people
  • By solving their problem for them in a
    straightforward pricing model you take away their
    fear and the bargaining and can focus more on
    their concerns and needs
  • You provide for them something that works for
    them rather than something that just works for you

In Making their Day Bosses need to change
  • Bosses need to learn to
  • Really listen to their employees and really hear
    out their concerns, fears, and reactions to the
    work of the organization
  • Give their employees freedom to make decisions
    which have financial repercussions-without
    shooting the messenger
  • Commit themselves to the value that We have
    nothing of greater value than our people
  • Be patient with their employees and show them
    they are valued

Learn to Be There or Be Present!
  • Being fully present to customers, coworkers,
    employees is Being There
  • It is not dwelling about what has happened in the
    past or worried about what may happen in the
  • It is being fully attuned to opportunities that
    develop and to the needs of the people you
    encounter by being fully present when you are
    interacting with them
  • By Being There, you gain a healthy perspective
    and capacity for greater focus and creativity

Being There is
  • All about who you are, not what you do
  • All about who you are being as you do the work
    you have been paid to do
  • Not just being physically present to others but
    it is being fully present to them
  • Not being distracted by the other things in your
    life which interfere with your focusing on the
    person you are with at the time
  • Being there for customers and coworkers
    physically, emotionally and spiritually

Being There is Being a Team with your Coworkers
  • Being There teams rank high in
  • Teamwork
  • Positive team attitude
  • Communication
  • Support for others
  • Satisfaction within the team
  • Having a say within the team
  • Seeing in others what others do not see in them

Here are some things to help You Be Present
  • Keep a picture or small reminder card of who you
    are being there for
  • Be sure you are not just saying things out of
    routine with no realization you are not present
    to the person you are speaking to
  • Helping a person with something way outside of
    the realm of the work you are there to be doing
    for them
  • Spending time with lonely and isolated people who
    need more than just getting a job done
  • Look straight into the eyes of the person you are
    speaking to, to assure them you are present

Here are some more things to help You Be There
  • Letting go of the need to sacrifice your family
    life by working all hours of the day and night
    and Being There for your family members more
  • Do not allow cell phones, beepers or PADs to
    distract your focus from the person you are
    talking with at the time, keep your eyes on the
  • Keep in mind How do you want to be remembered by
    the people you engage every day on your job

Choose Your Attitude!
  • Ask yourself this question Is the attitude you
    are choosing right now the one you want?
  • Do you believe your feelings are under your
    control and no one makes you feel the way you are
    feeling right now except for you?
  • This is the TEA system available on
  • The message of the TEA system is that people can
    only control three things in their lives their
    Thoughts, Emotions, and Actions

TEA System
  • Thoughts
  • Emotions
  • Actions

The TEA System
Lessons from the TEA System
  • You must first change the way you think about
    work! You must recognize that your attitude at
    work is your choice and no one but you can make
    your attitude poor!
  • Second you then must change the way you feel
    about work based on the way you have changed your
    thinking about work and realize that your
    feelings are your choice as well and no one but
    you determines how you feel about things!

Lessons from TEA
  • Third then once you changed the way you Think and
    changed the way you Feel or Emote about work then
    you can proceed with changing your behaviors or
    actions on the job to be more positive and
  • We call the TEA system a system of recovery, in
    the work place it is a recovery plan for the
    morale of the workforce in an organization so
    they can acquire the CAN DO Attitude!

Choose Your Attitude Means having integrity!
  • It is doing what youre going to do when you say
    youre going to do it!
  • Being a person of integrity and making sure your
    word is your bond with people
  • If you promise to be there on time and do a good
    job for them, then do just that and choose to be
    there for them in a playful way so as to make
    their day!

Some questions about attitude to ask yourself
  • Why am I here at this workplace?
  • What am I doing this work for?
  • Whats important to me?
  • What is the worst possible thing that could
    happen if I choose today to be positive and
    maintain my CAN DO attitude of The Little
    Engine that Could

  • FISH! A Remarkable Way to Boost Morale and
    Improve Results (2000) by Stephen C. Lundin,
    Ph.D., Harry Paul and John Christensen. Hyperion
    Books, New York
  • FISH! Tales Bite-sized Stories. Unlimited
    possibilities (2002) by Stephen C. Lundin, Ph.D.,
    Harry Paul and John Christensen. Hyperion Books,
    New York
  • FISH! Sticks Make Change Stick (2003) by Stephen
    C. Lundin, Ph.D., Harry Paul and John
    Christensen. Hyperion Books, New York
  • FISH for Life (2004) by Stephen C. Lundin, Ph.D.,
    John Christensen and Harry Paul, Hyperion Books,
    New York
  • When Fish Fly Lessons for Creating Vital and
    Energized Workplace from the World Famous Pike
    Place Fish Market (2004) by John Yokoyama and
    Joseph Michelli, Hyperion Books, New York
  • Catch! A Fishmongers Guide to Greatness Stop
    Floundering and Become More Effective in Your
    Life and Work (2004) by Cyndi Crother and the
    Crew of World Famous Pike Place Fish,
    Berrett-Koehler Publisher, San Francisco, CA
  • Where can you get the Fish books?
  • Graphics come from http//