Paul KearleyManaging Partner, MaritimesDale Carnegie Business Groupwww.dalecarnegie.ca

It is not necessarily the job itself that determines whether or not we enjoy

our work, it is our attitudes towards the work that makes it

either enjoyable or not.

The 4 Attitudes

Genuine Interest Respect Helpfulness Understanding

Connecting Through Conversation

Presenting Ourselves

Judging Others

What we say How we say it What we do How we do it How we look.

Customers Judge Us By Our: Technical competence Human relations abilities Appearance Communications skills Attitude

We ARE The Message

Dress Voice Facial expressions Gestures Movements Accessories

Remember that other people may be totally wrong. But they don’t think so.

Don’t condemn them, any fool can do

that. Try to understand them. Only wise, tolerant, exceptional people even try to do that.

Dale Carnegie

Connection Principles

1. Don’t criticize, don’t condemn and don’t complain.

2. Give honest sincere appreciation.3. Arouse in the other person an eager

want.4. Become genuinely interested in the

other person5. Smile

Connection Principles

6. Use people’s names.7. Be a good listener.8. Talk in terms of the other person’s

interests.9. Make the person feel important.

Summary

When you're meeting a customer, act as if you're simply meeting up with a good friend. 

Don’t criticize, condemn or complain when in a conversation with your customer.

Make sure that your body language is open and welcoming.

Pay attention to your appearance (posture, demeanour, attitude).

Summary

Keep a positive attitude and outlook.

Listen “to” them and not “for” something that you can connect with.

Smile.

Paul KearleyManaging Partner, MaritimesDale Carnegie Business Groupwww.dalecarnegie.ca

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Call 506 432 6500E-Mail: pkearley@dalecarnegie.caWeb: www.dalecarnegie.ca