Page 261 - How Great Leaders Build Abundant Organizations That Win

WHAT DELIGHTS ME? (CIVILITY AND HAPPINESS)

I make it easy for others to tell me the truth because of how
I respond.
I attend weddings and funerals (literally and figuratively).
I dress appropriately for the occasion.
I avoid sexist, racist, or mean-spirited jokes or comments.
I work to put people at ease around me.
I listen to understand other people’s point of view.
I can disagree without being disagreeable and have tension
without contention.
I don’t use anger or petulance to get my way.

The form civility takes in a Marine fighting unit may
vary from that of a flower boutique, but civility has a place
in both. Genuine civility generally brings out the best
in people, who bring out the best in their colleagues and
customers.
Ask your team members how they would rate you on the
preceding criteria. How would they rate themselves? Do they
think these are the right criteria for their work setting? What
others would they substitute?

Customers and Delight

Our daughter Carrie, who does not consider herself a very
techy person, recently decided to replace her outdated com-
puter. She had put the decision off for a long time because
both learning new technology and setting up a new com-
puter intimidate her, and she has no idea where to begin in
making computer-related decisions. She asked her brother,
a statistician computer-geek, for advice. He talked her into

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