mindset, language & actions toolkit

© Mary Gober International 2018. Used under license.

Workbook

Mindset, Language & Actions Toolkit

to the Mindset, Language & Actions Toolkit

This booklet contains worksheets and pages for making notes to accompany your eLearning modules and onward Learning Journey. We hope you enjoy each part of your journey and using the Tools to help you with everything that comes your way at work.

Welcome...

Contents

My P / T Circle

1

My P / T Circle experiences

2

The Red / Black Continuum

3

The Optimal Mindset4

5

My next steps

The Responsibility & Choice Circles - Circle 2

6


7

My self assessment - Part 1

8

The Power Questions9

10


Positive 1st communication11-12

Yes Language14

Template 1 > 2 > 3

15

Glad > Sure > Sorry

16

Notes

17

My self assessment - Part 218

19-22

Action Language

Unacceptable 1st Responses13

1© Mary Gober International 2018. Used under license.

My next steps

Stop doing

Start doing

Continue doing


My P / T Circle

P TMy People Skills My Technical Skills

To be great at your job and receive excellent feedback, you need full and equal skill, knowledge and focus on both the People and Technical sides of the Circle, 100% of the time.


My P / T CircleExperiences

P TExperiences where both the People and Technical skills are in complete balance.

P T T P TPT

An out of balance approach where there is too much focus on the Technical side of the Circle.

An out of balance approach where there is too much focus on the People side of the Circle.

An out of balance approach where both Technical and People skills are lacking.

A balanced approach

Heavy on the T

Heavy on the P

Light on both

P T T P TPT

P T T P TPT


The Optimal Mindset

1. Ownership & Responsibility

2. Optimistic

3. All feedback is invaluable

4. I make the difference

I am confident that I demonstrate ownership and responsibility for all my work tasks.

2 3 4 5

Please click the numbers below which best represent your mindset at work.

Strongly disagree

Strongly agreeDisagree AgreeNot sure

I am positive and optimistic at work – seeing there is always a way forward.

1 2 3 4 5

Strongly disagree


I value the input of others and listen carefully to their feedback.

1 2 3 4 5

Strongly disagree


I truly believe I make a significant difference at work.

1 2 3 4 5

Strongly disagree


+ +++

++

++

+

+

++

++

+ ++

++

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+ The goal is that you feel really confident to score yourself 4 or 5 on this questionnaire. The tools we are going to share with you will help you develop the Optimal Mindset so that you agree with the above statements all of the time.

1


The Red / Black Continuum

‘being in the Red’a negative place to be

‘being in the Black’a positive place to be

My ‘in the Red’ triggersWe all have things that can trigger us ‘into the Red’ if we let them. What are some of your triggers?

You have a choice and can decide to either operate from an ‘in the Red’ or ‘in the Black’ position. Choosing to operate from ‘the Black’ is the best option for your health, happiness and wellbeing... and it’s better for those around you too!

My current strategies:What are your current strategies for getting yourself back ‘in the Black’?


The Responsibility & Choice Circles

Circle 1

Can influence

1

2

3

Can c

hoose and control my response

Unable to controlUnable to control or influence

Can controlWhat I can do

1


How prepared you are for meetings, events and activities

How you choose to talk to your colleagues

Your attitude

How budgets are used

When deadlines are set

How you prioritise your work

How many breaks you take

How you respond to customers’ requests

The quality of the information you give to others

Who works in your team

Remember - everything in Circle 1 is your choice, your decision and your responsibility. You have no constraints or restrictions.

How you set up your workstation, laptop or desktop

Your diary or calendar

Whether or not you work extra time

How you respond to complaints and feedback

What time you start work

The suppliers you work with

What emails you answer first

How you choose to respond when others are ‘in the Red’ around you

What are you able to control at work?

Tick the things on the list below that you have complete ownership for, where you make the decisions and can take action without sign-off from anyone else.



Circle 2

Your skill levels and ability to complete the technical aspects of your job

How budgets are used

When deadlines are set

Entries to your diary or calendar

Whether or not you work extra time

The suppliers you work with

Who works in your team

The outcome of team meetings

How people perceive you

Your workload

In Circle 2, you are unable to control the situation. You can, however, influence it. Other people may be involved, in control or responsible for making the final decision.

What situations or outcomes can you influence at work?

Tick the things on the list below where you are not in control of the situation but can influence others.

A decision made by a customer

Customers’ or colleagues’ reactions to you

The outcome of your performance review

The reaction of others

The levels of service you receive from others

How well your needs and expectations are met by others

Prices from suppliers

When you take annual leave

Your promotional prospects

Can influence

1

2

3

Can c




2

Can influenceUnable to control


Circle 3 situations are where you have no control or influence over what happens.

Circle 3

What are you not able to control or influence?

Tick the things on the list below where, in your working life, you are not able control or influence the situation. In these situations, you can however choose your response to keep yourself ‘in the Black’.

Weather conditions

Decisions made in the past

Events that have already happened

Economic downturn

Competitors’ pricing and products

Government policies


When we think really deeply and carefully, there may be situations that appear to be in Circle 3 that are actually in one of the other Circles.

Can influence

1

2

3

Can c




3

Can choose and control my response

Unable to control or influence

A new CEO entering the business

Your reaction when someone is unreasonable or unhelpful

Being overlooked for a promotion

Having too much to do in a day

The outcome of your performance review

New competitors entering the market

A gridlock on the road you take to work

A new manager appointed over you


The Power Questions

What's my goal?

What can I do?What can I control?

Options and alternatives?A way forward?

Next steps?What is positive?

What can I be grateful for?

1

What's my goal?

What can I influence?Who can I influence?When’s the best time

to influence?How should I influence?

Where am I willing to compromise?

2

My thoughts:

You can use the Power Questions to help you stay ‘in the Black’ or to move you quickly out of ‘the Red’. Looking back at your ‘in the Red’ triggers now, use the Power Questions to help you find solutions, options and alternatives to move you back or to keep you ‘in the Black’.

My ‘in the Red’ trigger: Choose one of your ‘in the Red’ triggers from earlier and write it here.

Using the questions below, firstly establish your goal and then use the other questions to find ways to keep yourself ‘in the Black’ or to move out of ‘the Red’ by moving the situation forward.

If after asking yourself these questions you conclude that this is a Circle 3 situation where there is nothing you can do or influence, think about how you will manage and control your response. Remember - it’s your choice whether you stay ‘in the Red’ or decide to respond from an ‘in the Black’ position.


My self assessment

You have now completed five of the ten eLearning modules from the Mindset, Language & Actions Toolkit. Please take some time now to check how much you have remembered. Think about where you could be using the tools more or whether you need to revise your understanding. You can do this by reviewing the points below and:

• Ticking off each tool that you know / understand• Ticking off each tool if you feel confident to apply this consistently every day• Marking the third column if you would like to revise your understanding of this tool

Part 1

Mindset, Language & Actions ToolsKnow / understand

Apply / use

Requires revision

A balanced P / T Circle in all your communication

Assessing and managing your emotions with the Red / Black Continuum

Demonstrating all four pieces of the Optimal Mindset:

1. Ownership & Responsibility2. Optimistic3. All feedback is invaluable4. I make the difference

Using the Responsibility & Choice Circles to assess situations and work out what you can control, what you can influence and where you need to choose and control your response

Generating ideas and solutions using the Power Questions

Use the Responsibility & Choice Circles and Power Questions together to keep yourself ‘in the Black’ and out of ‘the Red’

Now you have completed this assessment, please take some time to remind yourself of the tools you ticked as requiring revision. You can do this by watching the videos from the modules again, reviewing the contents of this workbook, discussing the tools with colleagues and peers and attending any up and coming group activities.


Positive 1st communication What forms of communication do you use at work to share news and information and how do customers and colleagues get in touch with you?

Using Positive 1st in all forms of communication by stating the options, benefits or positives first, sets the tone for the rest of your conversation and is most likely to drive an ‘in the Black’ reaction from others.

Phone

Call system

Email

Colleague to colleagueMeetingsPresentations

LettersNewslettersNotices

Live chatForumsWebsite

Social mediaBlogsTexts / messenger

Digital feedback

Conferences

Think of a recent example of when you answered the phone. Next, write down what you actually said and then take a moment to think how it could be improved by using Positive 1st communication.

Your example: Could you improve your response by:• Welcoming the caller? • Offering your name and department?• Offering your help?


Positive 1st communication Think of a recent example of where you’ve shared information. Would it pass the Positive 1st

communication test? Look back at old emails, text messages, proposals, presentations or newsletters to help you. Pick one example and then use the worksheet below to apply Positive 1st communication.

Your example:

Start by writing your example here:

If your example doesn’t pass the Positive 1st communication test, rearrange your message putting the positive messages at the beginning. Write your new Positive 1st example here:

Your other examples:


Unacceptable 1st ResponsesNo Verbal 1st ResponsesWhat are some work requests and questions that might lead you to give a No Verbal 1st Response?

Technical 1st ResponsesWhat are some requests and questions you get in your role that could lead to you giving a Technical 1st Response?

Negative 1st ResponsesWhat are some requests and questions you get in your role that could lead you to give a Negative 1st Response?


Yes Language

Your preferred Yes Language words and phrases:

Examples of when you can say ‘yes’ at work:

To give a Positive 1st Response when you can say ‘yes’, simply say what you can do straightaway and avoid negative language like ‘no worries’ or ‘no problem’.

+ + +

++ ++

+ ++


Action Language

Your preferred Action Language words and phrases:

Examples of requests or questions you get regularly at work where you don’t know the answer straightaway:

When you don’t know the answers, remember to avoid saying things that will raise false hope or doubt in your ability. Using words and phrases that explain what you are going to do to find out is much more likely to keep you and others ‘in the Black’.

+ + +

++ ++

+ +


What do you need to say ‘no’ to and when do you need to give disappointing news at work?

Next steps

Benefits of what you offered in step 1

Additional solutions

Empathy

What you’re not able to do

Avoid road-blocking language

1

Template 1 > 2 > 3 + + +

++ ++

+ +

123

What you can do

Solutions

Options

Alternatives

Ways forward

2 3

Your preferred opening statements:

(You will use the above information to create a full Template 1 > 2 > 3response in your upcoming team activities).

Step Step Step


What feedback, dissatisfaction or complaints have you experienced at work recently?

Glad > Sure > Sorry + + +

++ ++

+ +

G S S+

Glad

What words and phrases would you prefer to use as part of your Glad > Sure > Sorry response:

Sure Sorry

There is great value in complaints and feedback. They provide an opportunity to learn, grow and demonstrate your Optimal Mindset to others. Welcoming complaints and feedback using Glad > Sure > Sorry delivers a service to everyone involved.

18© Mary Gober International 2018. Used under license.© Mary Gober International 2018. Used under license.

My self assessment

You have now completed all 10 eLearning modules from the Mindset, Language & Actions Toolkit. Please take some time now to check how much you have remembered. Think about where you could be using the tools more or whether you need to revise your understanding. You can do this by reviewing the points below and:

• Ticking off each tool that you know / understand• Ticking off each tool if you feel confident to apply this consistently every day• Marking the third column if you would like to revise your understanding of this tool

Part 2

Mindset, Language & Actions toolsKnow / understand

Apply / use

Requires revision

Use Positive 1st communication in all that you do

Respond to all requests, questions and feedback using the following Positive 1st Responses:

• Yes Language when the answer is ‘yes’

• Action Language when you don’t know the answer straightaway

• Template 1 > 2 > 3 when you need to say ‘no’ or give disappointing news

• Glad > Sure > Sorry to respond to all feedback, dissatisfaction and complaints

Now you have completed this assessment, please take some time to remind yourself of the tools you ticked as requiring revision. You can do this by watching the videos from the modules again, reviewing the contents of this workbook, discussing the tools with colleagues and peers and attending any up and coming group activities.

mindset, language & actions toolkit

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