Performance

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Mission Statement

What Our Customers Want

Behavioral Performance Standards

Stress

Killer Statements

Seven Habits of Highly Successful People

 

To create satisfied customers - to give the customers more and better service than they expect - with quality service and quality people.

What the customer wants - Job-Related Behavior

To be understood - Exceptional listening skills
To be informed - Good communication skills
Timely service - Dependability
To be appreciated - Initiative and motivation
Help and assistance - Cooperation and teamwork
Respect - High level of tolerance for frustration
Comfort - Flexibility and adaptability
Empathy - Interpersonal skills
Friendly service - Enthusiasm
Professional service - Good judgment and decision-making
Orderly service - High work standards

Behavioral Performance Standards

 Dependability 

Exceptional Behavior:

Can be counted on consistently; keeps and honors all commitments

Consistently on time; seldom if ever, absent

Does whatever it takes to get the job done

Doesn’t need to be followed around to assure responsibilities are met

     Satisfactory Behavior:

Steady and reliable most of the time; keeps and honors most commitments

Seldom late for work; phones in well in advance if unable to come

Gives a fair day’s work for a fair day’s pay

Occasionally requires reminders to get responsibilities completed

 Unsatisfactory Behavior:

Tends to forget commitments on occasion

Comes in late for work without reason

Absent one day a month or more; doesn’t seem to carry fair share of the workload

Frequently requires reminders or assistance to meet responsibilities.

Ability To Work Under Pressure

Exceptional Behavior:

Maintains sight of long-term objective while dealing with the immediate stressful/difficult situation

Thinks and responds quickly; able to improvise to successfully achieve results

Remains calm and is able to keep others under control during a crisis/stressful situation

Completes responsibilities with a high degree of quality even under pressure

Satisfactory Behavior:

Sometimes loses sight of long-term objective when challenged by a stressful/difficult situation

Occasionally has difficult thinking and responding quickly or improvising; results not always successful

Remains calm most of the time; occasionally has difficulty controlling others during a crisis/stressful situation

Unsatisfactory Behavior:

Frequently loses sight of the long-term objective when challenged by a stressful/difficult situation

Has difficulty thinking and responding quickly; rarely can improvise to assure successful results

Rarely remains calm; contributes to others losing control during a crisis/difficult situation

Frequently has difficulty maintaining standards of quality under pressure

Interpersonal Skills

Exceptional Behavior:

Able to establish and maintain harmonious relationships with almost everyone

Frequently praised by others for ability to get along or receives no complaints

Lightens a situation through humor or positive comments

Listens with empathy and responds in a manner which makes the other person feel good

  Satisfactory Behavior:

Occasionally has difficulty establishing a harmonious relationship with another individual

Occasionally praised by others for ability to get along or receives a few complaints

Doesn’t make a situation more tense

Demonstrates empathy most of the time; occasionally puts self before others

 Unsatisfactory Behavior:

Frequently has difficulty establishing harmonious relationships

Receives frequent complaints from others

Often contributes to making situations uncomfortable

Rarely empathetic; puts self first most of the time


STRESS:

In the show Hunt For Red October when the Russian sub that had been following the Americans launched their torpedo, Sean Connery had the CIA agent sit down at the controls and steer the Red October back toward the torpedo–in fact, they picked up speed. You could hear the countdown 5-4-3-2 –1 Impact! And the torpedo was deflected away.

The same strategy applies when we look at managing stress and coping with change. We can’t stop the torpedoes in our life from coming at us. This ranges from personal stress to changing computer programs, long-winded or irate customers, ringing telephones, not being caught up in your work.

The idea is to learn to become “stress hardy” to handle the stresses and changes that arise to be able to face the challenges head on and deal with them before they blow up on us.

The first step is to realize that we are not sick, dumb, crazy or stupid when we react to stress and change. Our bodies react by pumping adrenaline into our system, our pulse rate goes up, our blood pressure elevates and our breath becomes shallow. Stress can put your body through this procedure 40 to 60 times a day. Our bodies react by elevating the blood pressure and cholesterol levels, storing fats and fluids and we end up with weight gain. Prolonged periods of stress cause a flow of the chemical cortisol into our system.

To put it simply, stress is the physical, emotional and mental wear and tear from responding to situations and events in our life. The first is emotional. Common signs are:

Irritability or anger

Apathy

Depression and withdrawal

Overcompensation and denial

Perfectionism

Low self-esteem

The next reaction is behavioral. We begin to act out our frustrations like this:

Avoidance or neglecting

Absent minded

Forgetful/poor concentration

Negative self talks

Addictive/Compulsive behavior

Poor time management

Financial or legal problems

Finally, we get physical. Our bodies go through pain and illness to get our attention:

Indigestion

Headaches/Neck pain

Fatigue

Weight gain/loss

Insomnia

Flu and colds

There are three basic ways to deal with stress. The first is to realize that stress comes from our own perceptions and beliefs. It’s how you think and feel a situation “ought” to be.

Ask yourself am I willing to react to this differently?

Can I change the way I think and feel about it so it doesn’t upset me?

Is it worth dying for?

Studies have proven that one fourth of all sudden death heart attacks are related to prolonged stress and cortisol.

The second option is to break the reaction. You do this by taking several deep breaths, going for a short walk, listening to soothing music, meditating or anything else that is fun and relaxing for you. By sending your body a relaxing, calm message, your body realizes there is no need to dump adrenaline and cortisol into your system.

The third is physical exercise. Exercise has many benefits, but the key one in stress management is that aerobic exercise actually helps rid your body of excess adrenaline, cortisol and other chemicals and releases a positive endorphin to give you a natural high.

Learn your limits and when you’ve reached them back off, relax and reenergize. Burnout is not a good way to do a good job.

Cut down on caffeine – it increases tension, elevates blood sugar levels and makes us more sensitive to noise.

Spend time with family and friends – take time for fun things.

Find quiet time for yourself – even if it’s daydreaming.


STAMPING OUT “KILLER” STATEMENTS

“You don’t have to blow out my candle to make your glow brighter”

Do I look for the good in any situation?

Do I get along well with different types of people?

Do I try to build other people’s self-esteem?

Do I accept people as they are?

Am I a good listener?

Law of indirect effort – in our activities with other people we get almost everything we want in an indirect manner rather than in a direct way.

Create trust by building people up instead of putting them down

Make others feel important:

Acceptance of other people – unconditionally, without judgment, even with their differences – for who they are – [A person has a healthy personality to the degree to which she can get along with the greatest number of different types of people]

Smile – a smile conveys a thousand words in one simple gesture – it says to the other person – I consider you to be worthwhile and valuable

Approval – praise and approve other people and their self-esteem goes up – express appreciation or gratitude and other people feel what they are doing or saying is of value [please and thank you].

Admiration – admire traits, such as punctuality, generosity, helpfulness, possessions that people own.

Listening – this builds character in the listener because active, concentrated listening takes self-discipline. Listening builds self-esteem in the person listened to.

PEOPLE WHO TEAR OTHER PEOPLE DOWN END UP WITH NEGATIVE AND/OR DESTRUCTIVE PERSONALITIES THEMSELVES.

 HOW MUCH WE LIKE OURSELVES DETERMINES HOW MUCH WE CAN LIKE AND ACCEPT OTHER PEOPLE.

THE SEVEN HABITS OF HIGHLY SUCCESSFUL PEOPLE

By Dr. Stephen R. Covey

Be Pro-Active: Take the initiative and the responsibility to make things happen.

Begin with the End in Mind: Start with a clear destination to understand where you are now, where you are going, and what you value most.

Put First Things First: Manage yourself. Organize and execute around priorities.

Think Win/Win: See life as a cooperative, not a comprehensive arena where success is achieved at the expense of the success of others.

Seek First to Understand: Understand then be understood to build the skills of empathetic listening that inspires openness and trust.

Synergize: Apply the principles of cooperative creativity and value differences.

Renewal: Preserving and enhancing your greatest asset, yourself, by renewing the physical, spiritual, and mental and social/emotional dimensions of your nature.