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Adopting Positive and Productive Attitudes 63

Example 3
What you tell yourself: For every symptom there is a cause. If
possible, don’t treat symptoms, such as poor performance;
determine the cause and then deal appropriately with the
problem.
Aligned attitudes: Viewing poor performance as a problem-
solving challenge; probing for possible causes of the
symptoms; making a commitment to fi nding a solution to
the problem; challenging yourself to help the person fi nd
direction.
Actions: Ask appropriate questions; weigh alternative
solutions to the problem; work with the employee to
resolve the problem; encourage the employee to develop a
positive attitude toward resolving the problem.

To reinforce a strong relationship among the three elements of
attitude, do this: Every time you’re feeling angry or hostile toward
an employee, a customer, or anyone else who is important to you,
ask yourself, “What do I want, and what am I telling myself that
could be causing this negative reaction?” Once you’ve identifi ed
what you’re telling yourself that’s fostering this negativity, come up
with a statement to yourself that could alter your state of mind.
For example, you might be angry with a particular employee
for not doing what you asked. To change this negative thought,
you should consider whether or not the employee was aware of
your explicit expectations. Is it possible that you did not properly
convey your expectations and have been operating under the erro-
neous assumption that your employee knew what was required
of him? Since that is a possibility, you would simply ask your
employee if you had told him what you expected from him. If
properly phrased in a nonthreatening manner that doesn’t make
him feel as if he is under attack, your question should lead to an