STRENGTHENING INTERPERSONAL

RELATION AND SERVICE ATTITUDE COMPETENCIES OF

LIBRARY STAFF

ByDR. CONRADO E. IÑIGO, JR.

A Systems Perspective Framework of Malcolm Baldrige Standard

ORGANIZATIONAL PROFILE: ENVIRONMENT, RELATIONSHIPS, and CHALLENGES

Strategic Planning

Leadership

Human Resource

Focus

Customer and Market

Focus

Business/ Organizational Performance

Results

Measurement, Analysis, and Knowledge Management

Process Management

Developing Personal Potential(Leadership)

• Stephen Covey, author of Seven Habits of Highly Effective People, defines a habit as the intersection of knowledge, skill and desire.

• He arranges seven habits along a continuum from dependence to interdependence.

Developing Personal Potential

• Each habit builds on the previous one so individuals grow further along the maturity continuum as they develop personal effectiveness habits.– Dependent people expect someone to take care of

them and blame others when things go wrong.– Independent people have developed a sense of self-

worth and an attitude of self-reliance.– Interdependent people realize that it is best to work

cooperatively with others.

Developing Personal Potential

• Covey’s first three habits deal with self-reliance and self-mastery. These are private victories.

• Habit 1: Be Proactive– Be responsible, think of solutions

• Habit 2: Begin With The End In Mind– Start with a clear mental image of your destination

• Habit 3: Put First Things First– Focus on preserving and enhancing relationships

and on accomplishing results

Effective Interdependence

• The first three habits build a foundation on independence, from which one can move to interdependence—caring, productive relationships with others which Covey calls public victories.

• When a person moves to interdependence, he steps into a leadership role.

Effective Interdependence

• Habit 4: Think Win-Win– Implies understanding that without

cooperation, the organization cannot succeed.

• Habit 5: Seek First To Understand, Then To Be Understood– Requires a nonjudgmental attitude. Emphatic

listening gets inside another person’s frame of reference.

Effective Interdependence

• Habit 6: Synergize– Synergy is the combined action that occurs

when people work together to create new alternatives and solutions. The essence of synergy is to value and respect differences.

• Habit 7: Sharpen The Saw– Process of using and continuously renewing

the physical, mental, spiritual, and social aspects of life.

Habit 1-Be Proactive (Positive Self)

Basic Principles of Maximizing your Mind Power

To change ourselves effectively, we have to change first our perceptions/mindsets.Psychologists viewpoint-

PMA=CM (5 senses, thinking) + SCM (6th sense, feeling)

Silva Method – Alpha, Beta, Theta, Delta

• The Secret by Rhonda Byrne

• Everything is energy. You’re an energy magnet, so you electrifically energize yourself to every thing you want.

• Your mission is what you can give to yourself- enjoy quality life.

• Everything that’s coming into your life you are attracting into your life. And it’s attracted to you by virtue of the image you’re holding in your mind.

• Every thought of yours is a real thing – a force, a magnet.

• The SECRET is the Law of Attraction.

PROACTIVE REACTIVE1. Focus on things you

can control (ourselves, attitude)

2. I’ll do it.3. Continue to be

hardworking person.4. Are not easily

offended.

5. Think about solutions and options.

6. Be first to apologize.

1. Worry on things you can’t control (color of skin, parents, weather)

2. I’ll try.3. Scrutinize your

friend and find his weakness.

4. Victimitis virus (blame and complain).

5. Think about problems and barriers.

6. Don’t apologize.

Begin today with the image(visualization), picture, or paradigm of the end of your life as your frame of reference.To begin with the end in mind means to start with a clear understanding of your PERSONAL GOALS. It is based on the principle that Like Attracts Like or Positive Attracts Positive.

HABIT 2 BEGIN TODAY WITH THE END IN MIND

HABIT 3 FIRST THINGS FIRST

Time management is attitude management

Important – activities that can contribute to your mission, dreams, and goals

Urgent – pressing things, activities that require immediate attention

HABIT 4 WIN/WIN

• An attitude towards life, a mental frame of mind that says I can win and so can you. It is the foundation for getting along well with other people.

• Competition is healthy when you compete against yourself, or when it challenges you to reach and stretch and become the best.

• Competition becomes negative when you tie your self worth into winning or when you use it as a way to place yourself above another. Don’t develop a “superiority complex”.

HABIT 5 UNDERSTAND, THEN TO BE UNDERSTOOD• The important element of LOVE

is understanding.

Understanding the individual differences.

Emotional Quotient (EQ) - understanding the emotions/sentiments of individuals.

HABIT 6 SYNERGIZE

• Synergy is achieved when two or more people work together to create a better solution, It’s not your way or my way, but a better way, a higher way.

• It is more than just a compromise or cooperation. Compromise is 1+1=1 ½. Cooperation is 1+1=2. Synergy is 1+1=3 or more. It is a creative cooperation and teamwork. The whole is greater than the sum of the parts.

• Effective decision making requires synergy.

HABIT 7 SELF RENEWAL (Sharpen the Saw)

• 1. Soul (Spiritual Dimension) – meditate, pray, keep a journal, take in quality media.

• 2. Heart (Emotional Dimension) – build relationship, give service, smile and laugh.

• 3. Body (Physical Dimension) – exercise, eat healthy, sleep well, relax.

• 4. Mind (Mental Dimension) – read, educate, write, learn new skills.

TRUST - THE KEY FACTOR IN A GLOBAL ECONOMY

• Trust means confidence. The opposite of trust-distrust-is suspicion.When you trust people, you have confidence in them,in their integrity and in their abilities.

• Trust affects us 24/7,365 days a year. It affects the quality of every relationship, every communication every work and every transaction.

• Lack of trust within an organization saps its energy, fosters a climate of suspicion, completely devastates teamwork and replaces it with internal politics.

• Trust produces results. Results build brand loyalty. Results inspire and fire up a winning culture.

• Low trust is the greatest cost in life and in organizations, including families. Low trust creates hidden agenda, politics, interpersonal conflicts, interdepartmental rivalries,defensive and protective communication.

Traditional Business FormulaStrategy x Execution = Results

(Strategy x Execution)Trust = Results

The ability to establish, grow and extend trust with all stakeholders-customers,

employees, investors, managers - is the key leadership competency of the new global

economy.

THE 4 CORES OF CREDIBILITY (Self Trust)

• The first two cores deal with character (Integrity and Intent); the second two with competence(Capabilities and results)

CORE 1 - INTEGRITY“I look for three things in hiring people. The first is personal integrity, the secfond is intelligence, and the third is a high energy level. But if you don’t have the first, the other two will kill you” –Warren Buffett, CEO,Berkshire Hathway

• Integrity means honesty. Honesty includes not only telling the truth, but also leaving the right impression.

HOW TO INCREASE YOUR INTEGRITY?

• 1. Make and Keep Commitments to Yourself (appointment, schedule, priorities)

• 2. Stand for Something (customer satisfaction, teamwork, quality mindset)

• 3. Be Open (Don’t Micromanage)

CORE 2 - INTENT“In law, a man is guilty when he violates the rights of

another. In ethics, he is guilty if he only thinks of doing so” – Immanuel Kant

• Intent – plan or purpose

HOW TO IMPROVE INTENT?

• 1. Examine and Refine Your Motives (win win, understanding of individual differences)

• 2. Declare Your Intent (building trust, quality organization)

• 3. Choose Abundance (mutual benefir, solutions, sharing of resources)

CORE 3- CAPABILITIES“People of capability inspire us”-Samaveda (Sacred

Hindu Text)

• 1. Run with Your Strengths (TASKS)

• 2. Keep Yourself Relevant (lifelong learning)

• 3. Know Where You’re Going (vision, mission, goals)

CORE 4 - RESULTS“ You can’t create a high-trust culture unless people prodeuce results”-Craig Weatherup, former CEO,

Pepsi Co.

• Results are bottom line

HOW TO IMPROVE YOUR RESULTS

• 1. Take Responsibility for Results (concrete outcome, accountability, apologize, solutions for improvement)

• 2. Expect to Win (law of attraction, PMA))

MARKETING IS CUSTOMER SATISFACTION (needs and

wants)

Needs- basic Wants- added value (character and competence of employees)

CUSTOMER SERVICE IS NOT EASY. EVERYONE HAS AT SOME TIME BEEN

CHALLENGED BY A DIFFICULT CUSTOMER. THE SKILLED

FRONTLINER IS CONSTANTLY FACED WITH SITUATIONS THAT REQUIRE THE UTMOST SKILL, DIPLOMACY,

AND POSITIVE ATTITUDE.

CUSTOMERS ARE ANXIOUS TO RESOLVE ISSUES. WHEN THE

RESOLUTION STAGE IS DELAYED, IT GENERATES MORE FRUSTRATION

AND DISSATISFATION. YOUR GENUINE CONCERN AND UPBEAT

WILLINGNESS TO TAKE IMMEDIATE ACTION WILL BE REMEMBERED LONGER THAN THE NEGATIVE

REACTIONS.

CUSTOMERS TALK. WHETHER SERVICE IS GOOD OR BAD, THAY TALK. IF YOU

PROVIDE EXCEPTIONAL CUSTOMER SERVICE, YOUR CUSTOMERS MAY TELL AS MANY AS TWO OR THREE PERSONS,

BUT WHEN SERVICE IS LESS THAN EXPECTED, THOSE SAME CUSTOMERS

WILL GIVE THE NEGATIVE EXPERIENCE TO TWENTY TO THIRTY POTENTIAL

CUSTOMERS.

RESEARCH SHOWS THAT 90%- 95% OF UNHAPPY COMPLAINING CUSTOMERS

WILL BECOME OUR MOST LOYAL CUSTOMERS IF WE HANDLE THEIR

PROBLEMS IN A PROMPT, POLITE, AND

PROFESSIONAL MANNER.

THE FIRST STEP TOWARD WORKING WITH A CHALLENGNG CUSTOMER IS TO

UNDERSTAND YOUR RESPONSIBILITY YOUR POSITION, YOU AGREED TO PROVIDE TO

THE CUSTOMER. WHEN YOU ACCEPTED AN EXCELLENT SERVICE TO YOUR CUSTOMER

IN RETURN FOR A MONTHLY SALARY. STATISTICS INDICATE THAT 90% OF

CUSTOMERS ARE TURNED AWAY BY AN ATTITUDE OF FRONTLINE PERSONNEL.

USING THE CLEAR TECHNIQUE : - CALM YOUR EMOTION, L- LISTEN ACTIVELY TO YOUR CUSTOMER, E- EMPHATIZE WITH THE CUSTOMER, A- APOLOGIZE /ACNOWLEDGE AND

R- RESOLUTION.

“THE CUSTOMER IS THE MOST IMPORTANT VISITOR IN OUR SCHOOL. HE IS NOT

DEPENDENT ON US WE ARE DEPENDENT ON HIM. HE IS NOT AN INTERRUPTION OF OUR

WORK. HE IS THE PURPOSE OF IT. HE IS NOT AN OUTSIDER OF THE ORGANIZATION. HE IS PART OF IT. WE ARE NOT DOING HIM A FAVOR BY SERVING HIM. HE IS GIVING US

THE OPPORTUNITY TO DO SO”.- MAHATMA GANDHI

THANK YOU!E MAIL - c.inigo@yahoo.com

Cellphone # 0917 521 2188