No matter what the situation, everyone should choose civility especially when dealing with someone displaying difficult behavior or as my dad would say, “Wants to pick a fight.” Nothing is solved when fingers are pointed and words shared that rile others. Bias is in the eye of the beholder in my opinion.

I understand that it takes the brain three seconds or less to establish perspective and to judge. So for me, personally trying harder to choose words carefully because what one person sees as political another may not. What someone perceives to be an evil comment, another may not. This is why the comments of the post were so varied. Background, focus, culture, age, disposition, attitude, and more play into our thought process. It becomes the good, bad, right and wrong.  No gray area.

So I choose to use examples that make people think. Staying open, flexible and suspending judgment in any situation is always a goal for me. That is why I watch a variety of news sources — local and cable providing a wide range of perspectives so my own opinions are created. It is all about civility and I try hard to keep an open mind and will try even harder. Civility will be my focus and part of my personal leadership.

I have a problem with his behavior because to me, it is neither Presidential nor does it show a strong, capable leadership style. Are his exceptional oratory skills only present when reading off of a ‘comfort monitor’ aka ‘TelePrompTer?’

On the other hand, should Jan Brewer have tried to diffuse the situation by using my favorite communication technique, fogging, by saying, “You may be right. Would there be a time when we can discuss my intent for my book?” And the finger pointing is never a good choice of gestures.

It is just plain dumb to see this kind of situation happen and it certainly doesn’t position either person well.  What do you think?

Fewer than 2 percent of the people who make New Year’s resolutions actually achieve them, so why would you waste a minute setting them? The true reason is that it gives you hope that the next 12 months will be better than the last. If you have ever set the same goal year after year, why don’t you just stop the insanity? Stop setting goals and start taking the initiative through personal responsibility. Here are the top five goals people set and that 98 percent of those people are never going to come close to achieving.

1. Lose Weight

Don’t join a gym because the only exercise you will get is writing out the check. My suggestion? Personally I hate the gym but I go just about every day – early! And yes, you do have time and you can make it a priority. Read this from LiveStrong.com.

2. Budget

Practice self-control and take personal responsibility. Pay cash for everything, especially large purchases. Get more plastic—debit cards only. There are some great points in this post.

3. Debt Reduction

Add up your debt. Determine a date when you want the debt retired and gone. Divide the debt by the number of months, weeks or days. I recommend weeks. Yes, this is difficult, but you should also calculate what you are paying in interest. You are throwing your hard-earned money to someone else. More on debt reduction here.

4. Learn Something New

A lifelong learning framework encompasses learning throughout the life cycle, from cradle to grave and in different learning environments: formal, nonformal and informal. Just focus on improving your skills 10 minutes a week! It’s probably more than you do now. Here are 15 great steps.

5. Volunteer and Help Others

Resolve to replace the pursuit of success and materialism with the pursuit of contribution and generosity. For this to occur, the critical question is: “What can I contribute that will significantly impact other people’s lives?” By focusing on what we can contribute, we automatically become successful. Read more here.

Here is the problem. There are many people who have knowledge, they just don’t take action. Continue to challenge yourself to take risk, and most importantly do something. Nothing will happen without your active participation. So what will you do?

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My focus on personal responsibility kicked in and with the guiding advice of my doctors, I began the journey. So we tried:

• meniscus surgery
• cortisone shots
• orthovisc and synvisc shots
• physical therapy

All resulting in little relief to the pain caused by fluids released in my left knee because of the arthritis. One of my clients suggested Dr. Vincent Russo who is an orthopedic surgeon as I was not satisfied with the bedside manner and customer care provided by the previous two docs.

Learning point for me: customer satisfaction IS critical in today’s world of healthcare beginning with the receptionist, staff, nurses and ultimately the doctor.  Knowing Dr. Russo’s office has a real system designed specifically (or at least it seems that way) for me has lifted an enormous burden knowing I’m headed for total knee replacement surgery in a few short days.

Expand this to your company and group — asking yourself these questions:

1. Are you and your group trained to know the difference between good and excellent communications?
2. Can you build good relationships quickly by applying emotional intelligence?
3. Do you know how to manage anxiety in others including dealing with toxic people and their difficult behavior?
4. Do you and your group take personal responsibility for your choices and outcomes?

There is more to the story with customer service and of course my fun times to come!  Stay tuned…

Cheers, Marsha

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Interested in booking Marsha for your event, keynote or training?

Please contact mailto:MarciaSnow@MarshaPetrieSue.com

Understand that the audience can tell immediately when you are panicked. This unrest is typically caused by lack of self-confidence, which is then exacerbated by poorly drafted presentations, little or no practice, and not knowing your audience. Think about a nervous speaker you previewed; did their anxiety build confidence in their message? Or were you just hoping they would make it through? Using a planning model helps reduce anxiety because it gives you structure and the knowledge that you are organized and in control.

Construction: Use the following 11-point model to plan your presentation. This model can also be used for planning meetings, writing newsletters and more.

The presentation model can be downloaded from www.ReactorFactorBook.com along with other forms from my latest book.

#1 Close. It may sound strange, but you actually want to start your planning by determining how you’ll end your speech—in other words, what you want the audience to think, do or feel. By doing so, you will save time putting your presentation together.

#2, #3, #4—Key Points. Establish the three key elements of your presentation so that it becomes memorable for the listener. Remember it’s easier for people to remember information in groups of threes.

#5, #6, #7—Details. These sections include your data, examples, and information pertinent to the three issues identified in #2, #3 and #4.

#8, #9, #10—Summary. Develop this part by thinking about the three key points; and, in one sentence, ask yourself—what do you want people to take away from each?

#11—Opening. What is your hook and the sound bite that will move the audience to the edge of their seats? Immediately engaging the audience let’s you see that you are in control by watching their interest in hearing “the rest of the story” therefore reducing your anxiety!

The side benefit of this model is that it will save you about 50% of the time you normally spend writing your speech. Plant the visual of this plan in you head and speaking extemporaneously will be a breeze.

Let me know if I can help you and your team improved this dreaded but essential skill. Remember it separates you from the rest of the nervous Nellie’s out there who hate to present! Having honed communication skills is critical in today’s environment – and yes, platform power is a communication skill you must have. Plus, I have covered this important skill in The Reactor Factor!

Also, all my bosses work 100 miles away and one told me recently that it appears that I’m gone a lot.  I have taken only my 5 floater days that are provided through the company as well as 2 sick days this year.  I still have my full 2 weeks vacation yet to use.  I’m not sure why she said this except that I make sure that all my bosses know when I will be in meetings or when I need to take an early lunch do to something.  Stuff like that.  I am always at work and always work overtime.  Help.

My response: Consider prioritizing your duties and tasks as far as importance to your boss and driving profits for your group. Then approach your boss and tell him you need his help in understanding what is most important. Mention that you love the added responsibility and need his help to prioritize. Take those duties that are not the best use of your time and skills and put them at the bottom of the list.  Come up with a solution to have someone else do them — an intern, a student, someone that has “down” time, etc. This will show your creativity and willingness to do more.

Here is the quickest way to separate yourself from other people in the workplace: hone your public speaking skills, and become comfortable with presenting. I’ve learned that it is simply another skill to tuck away in your success toolbox.

How are your presentation skills? Answer honestly! Can you:

• Quickly format a three-minute presentation while sitting at a conference table with your boss or client?
• Begin with a dynamic “hook” to get the audience’s attention?
• Leave the group with the action you want them to do?
• Channel your nervousness into energy from the platform?
• Remain calm if there is a troublemaker in the audience?
• Connect with the audience using appropriate humor?
• Show the authentic you from the podium?

You should be screaming, “Help!” if you answered yes to any of the above questions. I can guarantee that if you learn how to present using authenticity, humor, and great information, you will be ahead of everyone in your arena. Learning this skill for your career growth pays off! It helps you remain visible to the people who make the decisions in the organization, not only in terms of promoting you, but also in tough times—when deciding who gets laid off and who doesn’t.

Polished presentation skills can be the one talent that makes you indispensible. I have an entire chapter in The Reactor Factor: how to deal with difficult work situations without going nuclear and you can download all the complimentary forms (PDF’s) from the web site http://www.ReactorFactorBook.com.

Here’s a tip — and more will be coming your way! Before you speak, consider the following:

• Whenever possible, learn the attitudes, needs, and beliefs of the audience, and identify their issues. Focus on what they want versus what you want to deliver.
• Understand the layout of the room in advance when you can. This small task will help you feel more confident during your presentation. Practice in this environment if possible.
• Rehearse your presentation—even if you are not sure if you will speak—whether it will be extemporaneous or planned. Lack of preparation is the number one reason why speeches go bad—and why people are overly nervous.

Be looking for ideas in managing anxiety, presentation construction, delivery and much more. Many people are realizing polishing this one skill separates them from the masses.

Perhaps that is the reason I am presenting Platform Power training and individual presentation coaching more than ever!  Let me know if I can help you and your team improved this dreaded but essential skill. Having honed communication skills is critical in today’s environment – and yes, platform power is a communication skill.

Need more information? Email me at mailto:Marsha@MarshaPetrieSue.com. Or contact Marcia Snow, Marsha’s manager. mailto:MarciaSnow@MarshaPetrieSue.com

Follow Marsha on Facebook, Twitter @mpsue, LinkedIn and Plaxo.

“Whatever America hopes to bring to pass in the world must first come to pass in the heart of America.”

-Dwight D. Eisenhower

Our simple freedoms have been violated. Many are now worried about their companies, their business, their customers and clients. The status of our daily lives, both personally and professionally have been changed forever. The one element we control is our personal freedom. Freedom begins with you and by taking personal responsibility for everything — including your success.

The first step to renew freedom is to develop a free agent mind set. Be willing to accept and grow with the talents your have. See yourself as a winner. And remember that no one owes you anything. Ever.

The road to freedom is the following seven laws. What will you be willing to focus on and change? Do you have the passion to be really free – because freedom is not free.

Law 1: Independence is the best hedge against a downturn.

In fact, free agents are safer in an economic storm than their job-holding counterparts. The reason: They’re diversified and they leverage their talents.

If you are working for someone else, become a diversified intra-free agent. Learn everything you can to protect your future! Either way, take control of your future and your freedom.

Law 2: When times get tougher, quality counts.

The aim must be to make a difference rather than just make a killing. You have to care about quality from your heart and soul. Provide your best work at all times. Sound simple? In difficult times volume often masquerades itself as quality. Stop and check in with yourself.

Law 3: You’ve got to be the real you.

Confidence and assertiveness must not be homogenized by others or our positions. Our freedom is supported by our view of ourselves. How is yours? Can you stand up for your rights and not violate the rights of others? Do you really understand what your strengths and weaknesses are? Be the real you but also understand how you are perceived by others.

Law 4: Live on the edge but don’t get cut.

Free agency makes the lines of responsibility and contribution absolutely clear. When you work on your own as a free agent, you have tremendous freedom. That’s one of its great enticements. You also have great responsibility. You’re determining everything.

For many free agents, accountability means liberation. To other people it creates stress because you succeed or fail on your own merits. Scary! Responsibility screams at you with every thought and decision.

Law 5: Up isn’t the only direction.<

The Peter Principle was alive and well two decades ago. Now we can focus on the Peter-Out Principle – which states that people rise until they stop having fun. We give away some of our freedoms when the best is never good enough.

Law 6: Bigger isn’t better. Better is better.

If money and promotions are no longer the sole measures of success, then what is? One answer might be growth. Free agents are questioning what success looks like in the new economy. Growing as a human being into someone your like, becoming a life long learner, living your passions is better.

Law 7: Forget survival of the fittest.

This may be the most annoying misconception about the Free Agent Nation: Critics have said that the rise of free agency means the triumph of a “survival of the fittest, I’m only in it for me” ethic in American life. Not at all. In fact, it’s the opposite. Focus on others, not yourself. This is true independence and freedom.

You are in charge of your freedom. Always remember that today’s decisions are tomorrow’s realities.

Happy 4th of July and God bless America! Marsha

The policies were activated with one condition concerning the Alpine retreat because the risk managers wanted a few small trees trimmed. Receiving the notice right before we left on an eight-day celebration of my birthday still gave us plenty of time to get to the property, trim the vegetation and take pictures of the completed work when we returned June 8th.

Watching television the evening of May 29 in our Maui condo to catch up on the news was numbing. The Wallow Fire had started very close to our mountain community and the very next day the residents were told there was a mandatory evacuation and everyone must leave by 7PM because of the impending forest fire.  We were stunned.

We contacted our agent, Ana Escobedo, and told her what had happened.  She informed us that the pictures of the trimmed trees needed to be received by the previously set date of June 15th or the policy would be cancelled. The company has rules and the Arizona Department of Insurance said Allstate was within the law. Our opinion? They weren’t doing the right thing! Still under evacuation orders from the Sheriffs department, there was no way we would meet their deadline.

Al, my husband, and his attention to detail, caught Ana’s company’s eye as she had passed on the correspondence. Al had sent numerous emails detailing every component of why we couldn’t access the property and included the metal roof we installed along with treating the wood logs a week before our departure to Maui. He included an explanation of how we annually clear the grounds of pine needles and dead-fall after the winters snow.

Ana was focused on getting a positive outcome for us and spent sleepless nights trying to solve our dilemma. She couldn’t get anything done by email or phone, so decided to drive to the Allstate Regional headquarters and speak to someone who could extend our deadline. In route, she received a call explaining that Allstate had reinstated our cabin insurance and we should get the pictures to them as soon as we could! They lived up to their company slogan, “You’re in good hands with Allstate!”

Within minutes, we were on our way to meet Ana.  She told us that the reason she chose this insurance company to work with was because they instilled in their people to always “do the right thing.” And they certainly did!

When you think of your business and as a consumer in today’s environment, ask yourself these questions:

As a Business leader:

1. Do you hire people that have the moral compass to do the right thing?

2. Do you give them the authority to make decisions?

3. Does the company have the right resources and people in place to answer  any  question and solve any problem?

4. Do you make yourself available?

5. Are employees rewarded when they do “Do the right thing?”

As a Consumer:

1. Do you give correct information to a customer service rep that is trying to help you?

2. Do you stay calm and understand the outcomes you can create if your angst             shows?

3. Are you a good listener?

4. Do you ask good questions and dig deep to see what are the possibilities?

5. Do you keep notes about your conversation with names, detail and dates?

Now go do the right thing! (And contact Ana anae@allstate.com if you want excellence in client care for all your insurance needs!)

Marsha’s gift to you and your team: Download Customer Service and Client Care audio program at

http://marshapetriesue.com/customerservicegift/

Marsha’s current topics include:

Decontaminate Toxic People: Without using weapons or duct tape

The CEO of YOU: Leading yourself to success

The Reactor Factor: How to deal with difficult work situations without going nuclear

Platform Power: Presentation skills for the savvy professional

Please contact Marcia Snow, Marsha’s manager, for more information

mailto:MarciaSnow@MarshaPetrieSue.com