Tag Archives: happy

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workplace hot buttons

Workplace Hot Buttons, What Are Yours?

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Something that sparks negative energy, or sends us into a moment of anger can derail our day, but only when we allow it. Do you have some workplace hot buttons? What are they?

Workplace Hot Buttons

Here are a few common anger igniters that I frequently hear about:

  • Everyone was invited to the meeting, but me.
  • The meeting was too long.
  • Did you see the way he or she looked at me?
  • Why is she wearing jeans and flip-flops?
  • Her top is cut too low.
  • She or he totally ignored me when I asked about…
  • He or she hasn’t put in the time.
  • I’m really a manager, not the girl Friday.
  • He or she took credit for my work.
  • Why does he or she get an hour and a half lunch break?
  • She or he thinks they are above everyone else.
  • He or she is a backstabber.

Have you ever heard any of these? Do you ever say them? In this case we aren’t judging whether a statement is true or false but rather we are considering some relatively small things that convert to anger.

Do you need anger management? It is more than a Charlie Sheen TV show.

Anger Management

If you find yourself getting angry in the workplace consider these quick simple steps to help you disconnect from your anger:

  1. Recognize that remaining angry is a choice.
  2. Be aware that anger comes in many forms. Self-assess.
  3. Practice relationship balancing.
  4. Stop evaluating, assessing, or blaming others.
  5. Establish realistic expectations. Stick to the facts and your responsibilities.
  6. Look for ways to be grateful and appreciative.

If you honestly apply these six steps you should be well on your way to reducing anger. You may also discover that those workplace hot buttons are not so destructive after all.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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happy customer service appreciative strategies

Happy Customer Service, Are You Sure?

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It is easy to stumble upon some interesting things when working with many different business sectors and people. Sometimes exactly what is believed to make them unique is really just a different flavor of the same thing. Does your brand or organization deliver happy customer service?

Same Thing Different Flavor

What is the different flavor? Every business feels they are unique, and in many ways, they are, but many are doing something very similar to their competition and they don’t even realize it.

One thing that I find with nearly every business is that they believe they are doing OK with customer service. Many believe that customer service is a department, and that the employees in that group have it all covered.

It makes me wonder, is sales a department? What about shipping and receiving, and let’s not forget accounting. The single biggest problem with most organizations is that when they grow big enough to have departments everything changes.

Sales may be a piece of the organization, just like shipping, accounting, or information technology. There may also be a help desk, technical support, manufacturing, assembly, quality control, and human resources. They are all departments.

Here is the most fundamental challenge that all of these departments face, they forget that they are all in it together. Internally there is often tension, political currents, and game playing. They try to put on the face of happy customer service, but are they successful?

No Words Just Expressions

Here is a different question, have you ever walked into a room or had someone approach you and the first thing that they say is, “What’s wrong?” No words were spoken yet, these are the first? Do you think about why? Perhaps it is because they read something on your face, an expression or a look.

There may be times that we are purposely trying to send a signal about our mood, but often we are not consciously aware. We are getting through our day. We might be thinking, worrying, or feeling stressed.

Why is there a different feeling on Monday or Friday? Why is there energy in the room, or none? Everyone is reading everyone else’s face. It is what we do. Consciously or subconsciously, we are assessing our environment. We are hard wired to do this.

Happy Customer Service

Just like we may often take for granted the expression on our face, organizations often do the same. More importantly, everyone looking on is trying to read your face. Watching and looking, they are perhaps wondering, is that organization happy. They may not talk about it or discuss but they are reading it.

You are all in it together. It is not about a department. It is about your culture.

What messages are your customers reading? What is written on your face?

Happy customer service?  (…or sales, shipping, receiving, technical support, manufacturing, QC, or HR…)


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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