Page 40 - Perfect Phrases for Motivating and Rewarding

■ “I’m not blaming you for what happened. I understand what
led you to make that decision. Let’s address that cause and see
how we can keep that same mistake from happening again to
you or someone else.”
■ “You cannot control how customers speak to you, but you can
keep your stress level down by controlling your reaction.”
■ “Don’t take a client’s anger personally. Odds are the anger
has nothing to do with you and is simply frustration with the
situation. Stay calm and try to help. Your concern will usually
turn that client’s mood around.”
■ “We pushed hard for that deadline, but we did it! I appreciate
your efforts.”
■ “Are you sure you want to take on that added respon sibility?
You already seem to be on overload. I don’t want to see you
burn out.”
■ “I know how hard you worked on this project, and it’s
frustrating that its success is in someone else’s hands now. But
you can relax knowing that you did your part and, whatever
the outcome, you did a great job.”
■ “Let’s take a ten-minute break to stretch and get some fresh
air.”

Team Spirit

The Motivational Mindset

■ Everyone has ideas, and diverse perspectives are always useful.
■ Every member of the team must be treated as equal. No
one should be talked down to by a manager or other team
members.
■ If you are creating multiple teams and have conflicting
personalities among your staff, put them on separate teams.

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