26. Changing the attitude and behaviour of people is very, very hard to accomplish. You can't simply give a couple of speeches or write a new credo. If employees don't see the key changes in what you say and do and in your behaviours and mannerisms, it's hard to change the culture. Source: You're in Charge—Now What?, Thomas J. Neff and James M. Citrin
27.
28. We are willing to pay an expert hundreds of dollars an hour for advice, but we're unwilling to pay ourselves the courtesy of trusting that our own instincts and knowledge can guide us to successful completion. Source: Eric Maisel
42. We have a responsibility—a moral imperative—to help our students achieve to the best of their ability. Not just enough to be at or above the provincial average. Not just to be comfortable with our success. That is not where we are now as a board. The status quo is not an option. Jim Grieve, Director of Education, Peel District School Board
43.
44. Well-expressed ideas and observations can shift consciousness and change life's prospects. Source: John R O'Neil
45. Telling the truth also means saying what you need to say—even when it is not popular…
53. “But Brian, my district is not diverse”...well, just wait
54. San Francisco, open your golden gate You let no stranger wait outside your door
55. Parents who speak Spanish as the home language were significantly high in indicating that they did not feel welcome at their child's school during visits. Source: What We Think, Council of Urban School Boards of Education, National School Boards Association
56. White parents indicated that they had attended a parent-teacher conference more frequently than other ethnic groups (82.7%). The lowest rate of participation in a parent-teacher conference came from Asian parents at 70.6%. Source: What We Think, Council of Urban School Boards of Education, National School Boards Association
57. Black parents responded that they did not trust the teachers at least three times more than White and Asian parents. Source: What We Think, Council of Urban School Boards of Education, National School Boards Association
58. Less than half of the Asian parents believed that teachers could stop someone from being bullied. Source: What We Think, Council of Urban School Boards of Education, National School Boards Association
59. Change the world—one conversation at a time… It is not enough to be willing to speak. The time has come for you to speak. Your time of holding back, of guarding you private thoughts, is over. Your function in life is to make a declarative statement. Source: Susan Scott
60.
61. 90% of LGBT teens have been harassed or assaulted in the past year vs. 62% of non-LGBT teens. Source: 2008 study of public school principal by GLSEN and NASSP
62. Three in ten principals rate their teachers and staff as fair or poor at being able to effectively deal with a student being bullied or harassed because they are or are perceived to be lesbian, gay or bisexual. Source: 2008 study of public school principal by GLSEN and NASSP
63. Stand up No matter what the gender No matter what the race What matters is love If fills us all with grace Stand up…for equality Stand up…for family Stand up…for equality Stand up…for every kind of family STAND UP! Grade 5 students, Stanley Mills Public School
64. Breakthrough innovations depend on ordinary people, bridging their expertise and building their communities around their insights. Source: Kathleen Eisenhardt
71. What is the voice of your schools and offices…
72. We have a belief that our guests will only receive the kind of treatment we want them to receive if the cast members receive that same kind of treatment from their managers. Source: Walt Disney World Handbook
73.
74. There is a lot at stake in terms of how people are treated by their leader…
75. Would your dictionary definition of you include words like “positive”, “kind”, “nice", or are you…
81. A bit scary but... In a recent poll, people said they care more about their doctor being compassionate than being up-to-date on the latest medical research and treatment.
82.
83. Effective leadership is not about giving speeches or being liked—leadership is defined by results. Source: Peter Druker
91. But, wait—there’s more… By using powerful language, positive communication style, and non-verbal expressiveness, leaders breathe life into a vision. The Leadership Challenge Leaders who develop and communicate clear, coherent and compelling theories of action are more likely to achieve the produce they desire. Leading for Results
92. More words on using words… Leading from voice is a necessary condition for leadership On Becoming a Leader Think of your words as a lifeline on the pitching deck of a boat—they reassure people and help them regain their footing. You’re in Charge—Now What?
93. Your reputation will self-destruct in 5 seconds... Get the first five seconds right—our genes train us to distinguish between safe opportunities and dangerous situations—these sensing devices are at full stretch when customers move toward a potential service encounter. Source: The Buzz, David Freemantle
94. Your Attitude Communicated three ways: 7% by words 38% by tone of voice 55% in non-verbal ways Source: Silent Messages, Dr. Albert Mehrabian
95. What does this mean? Watch...guest asked if help needed. Shows interest in staff. Staff makes suggestions. Guest offers gift of appreciation. How can that not be good?
97. People change what they do less because they are given analysis that shifts their thinking than because they are shown a truth that influences their feeling. Source: The Heart of Change, John Krotter
98. If you want to build a ship, don't gather your people and ask them to provide wood, prepare tools, assign tasks. Call them together and raise in their minds the longing for an endless sea. -- Antoine de Saint-Exupery
103. Learn to work without a netThe problem with scripted responses—they sound canned and inauthentic. Plus, customers don't know their lines very well. Source: Knock Your Socks Off Service Recovery, Ron Zemke and Chip Bell
116. Of course you have my full - …what were you saying? EMV—E-mail Voice "the unearthly tone a person's voice takes on when he/she is reading an email while talking to you on the phone." Source: Crazy Busy
141. The three part formula... Do a good job Do a good job Do a good job
142. Half of preschooler parents believe their kids are above average. The number jumps to a dazzling 72% for parents of teens. Source: Macleans
143. School staff are the number one cause of school reputation to be built or broken Phi Delta Kappa study
144. Hierarchy of Effective Communications 1. One-to-one, face-to-face 2. Small group discussion/meeting 3. Speaking before a large group 4. Phone conversation 5. Handwritten, personal note 6. Typewritten, personal letter not generated by computer 7. Computer generated or word-processing-generated “personal letter” 8. Mass-produced, non-personal letter 9. Brochure or pamphlet sent out as a “direct mail” piece 10. Article in organizational newsletter, magazine, tabloid 11. News carried in popular press 12. Advertising in newspapers, radio, TV, magazines, posters 13. Other less effective forms of communication (billboards, skywriters, etc.)
145. Each customer interaction can be either magic or tragic How to Talk to Customers Diane Berenbaum & Tom Larkin
146. More not-so-great news It is most often the employee's response to negative incidents, not the incidents themselves, that lead to customer dissatisfaction.
147.
148. In many communities actions do not speak louder thank words—they are all that speak.
149.
150. As you proceed in your leadership journey, it is ok to learn, to grow, and to make mistakes
151. Leaders learn by leading, and they learn best by leading in the face of obstacles. As weather shapes mountains, problems shape leaders. Source: Warren Bennis
