29 April 2006

Discussion on Work Attitude

Q> In my company, the salesmen always complain about poor company support such as usual running out of stocks on hot items, inflexible delivery schedule, no call centre or administration support on daily operations.

WB> Every company encounters more or less the same problem. This reinforces the concept of “all changes come from the same origin.” The root problem is related to a simple economics concept - scarcity. Resources are scarce while wants are unlimited, so choice has to be made, and every choice involves an opportunity cost. Negative experience arises when there is a feeling of loss of something, or when expectations are not met.

Q> For me, just like the concept of QBQ, I would ask myself how I can use the restricted resources to do the best. However, salesmen don't seem to understand. It is hard to change their ATTITUDE.

WB> QBQ is actually about positive thinking. Instead of asking why which promotes victim thinking, QBQ encourages to ask how. However, sometimes people don’t need to ask why but will still have negative thinking. It is difficult to change attitude.

Q> It does affect sales performance and the working atmosphere because I think they can preform much better if they can change their negative attitude to positve. Please advise methods for me to train them up.

WB> Life events change attitude, but they are all personal experiences which are difficult to develop. To change attitude, psychologists have identified 3 major approaches - 01) behavioral, 02) cognitive, and 03) social. Behavioral approaches rely on reinforcements and punishments. Cognitive approaches rely upon changing the way people think about an attitude object by persuasion. Social approaches rely on people's tendency to copy the beliefs and behaviors of other people they admire. For more information, please visit http://www.principalspartnership.com/AttitudeHandbookforUPWebs.htm

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