Tag Archives: positive attitude

The problem is not the problem….

Best of HigherEDge, first published on June 24, 2013.

Interestingly, this post from 2013 is one of the most-read on our blog. I’m not sure if it’s because of topic or the fact that it contains a nice photo of Johnny Depp as Captain Jack Sparrow. Still, the core message is enduring. While we can’t always control the circumstances we are in, we can control our reactions. This lesson has been even more important to me personally as I’ve worked the last 15 months to recover from a brain injury and tried to choose gratitude each day, rather than anger and frustration or sadness and a positive attitude, rather than a negative one. It’s made all the difference in the world. – Anita Rios

Ok. I have to admit that I’m not your usual Pirates of the Caribbean fan, but I do love this movie quote from Captain Jack Sparrow. Let me explain why. A few months ago, I experienced a few big disappointments. I know my natural response to those disappointments could negatively impact my team, their productivity, their confidence in me, and as a result,  their service to others. (If you recall Dee Anne’s blog about mood contagion, she outlines why it is so important for leaders to maintain a positive attitude and how it impacts our service to our customers.) I used this picture and quote as a daily reminder to keep my focus on maintaining a positive attitude, even though my gut reaction was exactly the opposite. I can’t say that I was successful every day, but this daily reminder helped me to focus on what I could control: my reactions.

Shawn Achor, one of the world’s leading experts on human potential, takes this idea further in his book The Happiness Advantage. Drawing from positive psychology, Achor builds a case that positivity or happiness fuels success for ourselves, the people we lead, and our organizations. He says that, “when we are positive, our brains become more engaged, creative, motivated, energetic, resilient, and productive at work.” He also demonstrates how this discovery has been borne out by research in neuroscience, psychology, management studies, and organizations around the world.

He outlines seven principles in his book:

  1. The Happiness Advantage: how happiness gives your brain and your organization the competitive edge
  2. The Fulcrum and the Lever: changing your performance by changing your mindset
  3. The Tetris Effect: training your brain to capitalize on possibility
  4. Falling Up: capitalizing on the downs to build upward momentum
  5. The Zorro Circle: how limiting your focus to small, manageable goals can expand your sphere of power
  6. The 20-Second Rule: how to turn bad habits into good ones by minimizing barriers to change
  7. Social Investment: why social support is your single greatest asset

If you’re trying to lead and excel with increased workloads, stress, and negativity or you want to build on a positive culture you have developed, I encourage you to pick up a copy of Achor’s book.

What strategies do you have for cultivating happiness and a positive attitude in yourself and others?

Anita Rios

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Calming the crazy

TSASince 9/11, one of the most annoying, but necessary, things about air travel is going through long security lines and being treated like you are a potential security threat. Still, most of us are now accustomed to removing our jackets and shoes, going through body scans, and sometimes getting patted down by dour-faced TSA agents. In fact, it’s become normal and acceptable that TSA agents are less than friendly as they focus on processing thousands of people in airports and ensuring our safety every day.

So, imagine my surprise when I was in the Dallas airport returning from a business trip last month, and my experience was vastly different. I handed a TSA agent my boarding pass and ID and she gave me a big, warm smile and said, “Good morning! How are you this beautiful day?” Her attitude and smile was contagious. I smiled back and said, “I’m doing well. And I really appreciate your friendly smile.” Her smile widened into a big grin and she said to me with a knowing look, “Honey, it calms the crazy!” At that I laughed and went through the rest of the security line, noticing that all the TSA agents there were different than I had experienced elsewhere. They were doing their jobs competently and efficiently, but they were all smiling. They took extra care to interact with people in positive ways. And most importantly, people flying out that day responded in kind. The mood was lighter in that line and people seemed much more tolerant and patient.

On my flight home, I was pondering that experience and wondered: What kind of leader do they have, that they were approaching their jobs with such positive attitudes?

As Todd said last week, one of the behaviors that contributes to exemplary customer service is demonstrating a positive attitude. The TSA agents at the Dallas airport were doing that in spades.

Positive attitudes can do wonders when we interact with customers, no matter what business we’re in.  A simple smile and warm greeting, like the TSA agent said, can “calm the crazy.” It can also leave our customers with a desire to do business with us again and to recommend our colleges and universities to others. So, for me, it begs the question: What can we do as leaders to ensure that the staff and faculty we lead in our colleges and universities demonstrate a positive attitude when working with students, community members, colleagues, or any other potential customers?

Anita Rios