Setting Goals

Too many of us dream about where we want to go, but we do not have the map to get there. What is the map? In essence, the written word. What is the difference between a dream and a goal? A dream is the ideas and wishes we think of in our heads, where as a goal is something written down and put into action. Goals need to be complete and focused, much like a road map.

Here a 7 steps to help you write your goals.

1. Make sure the goal you are working for is something you really want, not just something that sounds good.

2. Make sure none of your goals contradict any of your other goals.

3. Develop goals for the 6 areas of life: Family and home, spiritual and ethical, social and cultural, financial and career, physical and health, mental and educational.

4. Write your goal in the positive instead of the negative.

5. Write your goal out in full detail.

6. Make sure your goal is high enough.

7. Write down your goals. Maybe have a special journal just for your goals.

Conflict

Dealing with conflict.

Human diversity makes tolerance more than a virtue; it makes it a requirement for survival.
-Rene Dubos

No matter how much we try to avoid it, we, at many times in our life, will have to deal with conflict. Maybe it is with our siblings or parents or teachers. Or our friends, co-workers, spouses. Conflict is inevitable, because everyone is different. Everyone has different views and opinions that make them unique. It is when the uniqueness clash is when conflict is created. Not all conflict is bad, some conflict is healthy. Imagine if people never challenged the system or status quo, what a lame society we would live in. The type of conflict all depends on how the situation is handled. Once someone lays a hand on someone else in anger or hate, conflict can escalate to war. Unfortunately violence is the ugly side of conflict, and sometimes the most powerful, smartest, strongest people cannot solve the conflict without violence.

When dealing with conflict in the workplace though, most issues can be handled civilly if people know how to properly handle the situation. Here are some steps to resolving conflict:
Evaluate the situation: check your moos, LISTEN, do not interrupt.
Acknowledge the situation: make sure you are on the same page, try to understand the other persons view, use I statements, LISTEN.
Check your attitude: do not pre-judge, remain calm, breath, LISTEN, keep your ego in check, be flexible.
Take Action: monitor language, be aware of body language, eye contact, LISTEN, make sure you are in an appropriate place to discuss the situation, be honest.
Reach a shared understanding: make sure each person's concerns have been communicated, LISTEN.

Managing Stress

Here are some tips to help manage your stress.

Be organized and plan ahead.

Surround yourself with positive people who will support you through the good and the bad.

Love yourself and use turn around thinking.

Reward yourself for your hard work by doing something that you enjoy doing.

Exercise.

Meditate.

Sleep 7-8 hours a night.

Eat right.

Enjoy life.

Be Happy!!!

S...T...R...E...S...S...

Stress

Stress, we all do it and we all deal with it in different ways. Both men and women, young and old all deal with stress. There are 2 different types of stress, acute and chronic. Acute stress is a reaction to an immediate threat commonly known as the "fight or flight" response. Some examples of acute stress are loud unexpected noise, a large crowd, being isolated, being hungry, in immediate danger, and being put in a new situation. In most cases once the threat has passed so will the stress.

The second type of stress is called chronic stress. These are types of stresses that are on a ongoing basis. Some examples may be highly pressured work environment, relationship problems, loneliness, and financial worries.

Prolonged stress can take a toll on a persons' body. Some symptoms maybe memory lapses, concentration issues, breathing problems, slowing down of the immune system, dryness of the mouth, and stoppage of the digestive system are a few examples.

Yummy Flavors!!!

Each Thursday the participants in our program get to sample 3 wonderful flavors of Ben & Jerry's ice cream. We do this not only as a treat, but also the kids are quizzed on what is in each flavor as well as it gives them the opportunity to get accustomed to the flavors and textures. 100 times a day, when customers come into our scoop shop, they ask what is in the flavors. For instance, what is in New York Super Fudge Chunk? Give up? Chocolate ice cream with white and dark fudge chunks, pecans, walnuts, and fudge covered almonds. Are you hungry yet? It is very important for each of our scooper's to know the flavors and what they are made up of as it is part of giving great customer service. Plus, with the increase of food allergies, scooper's must make sure that if someone cannot have nuts, that they do not give some one any flavor that contains nuts.

Relaxtion techniques

Throughout the 12 weeks we will practice many types of relaxation techniques that will calm our minds and allow us to cope with life's stresses.

*www.yogajournal.com

As we spoke before, we use different yoga exercises to strengthen our core muscles thus allowing us to have proper posture. We also will us different breathing and meditation techniques that will help us to react properly to different scenarios and situations.

The faces of great customer service

How to deal with the difficult customer.

Do not let the unhappy person make you upset, angry, or frustrated. Remain calm, and take deep breaths and use self talk to calm yourself. Let the customer vent, offer to help, get to the root of the problem. If you can offer a solution, sometimes it may be better to introduce your manager or supervisor to the situation as somethings may be out of your hands.

Remember, "No one can drive us crazy unless we give them the keys."-Doug Horton

The 10 Most Important Phrases of Customer Service

The 10 most important words:
"I apologize for our mistake. Let me make it right."

The 9 most important words:
"Thank you for your business. Please come back again."

The 8 most important words:
"I'm not sure, but I will find out."

The 7 most important words:
"What else can I do for you?"

The 6 most important words:
"What is most convenient for you?"

The 5 most important words:
"How may I serve you?"

The 4 most important words:
"How did we do?"

The 3 most important words:
"Glad you're here!"

The 2 most important words:
"Thank you."

The MOST important word:
"Yes."

* Customer Love by Mac Anderson

Customer Service

Customer service is not a department...it's an attitude.

Did you know that 65% of customers who take their business elsewhere do so because of poor customer service and only 30% leave because they find better or cheaper products?

It is so so important for people working in the service industry, whether working as a sales person or a ice cream scooper, you must learn to be a yes person. Always smile at your customers ask how they are doing and what you can help them with, Remember you never know when you might make someones day.

We are going to be on TV!!!

A special about Community Action of Minneapolis will be on Comcast Channel 6 on July 4th and July 11th at 9:30am.

Here is a preview:
http://www.blackmusicamerica.com/ummg/community_action.htm

Session 6

During the training, I try to teach in a way that can accommodate all different types of learning styles. I hand out many informational packets, that allows those who are more apt to learn more from reading. I also do videos, PowerPoint, as well as have the youth do skits to accommodate those that may be visual learners. I also believe in having fun. I think if we can make a lesson fun, where they do not even realize they are learning, then we have succeeded at both having fun and learning. During session 6, I was able to combine learning and fun through my Who wants to be a Millionaire PowerPoint game. The youth were divided up into 4 groups. Each was given a problem solving question. The first team that answered the question right got to play the millionaire game. The questions that the groups had to answer were topics that were discussed in previous sessions. All of the groups did really well and 2 did become millionaires.

Also during this session we started talking about customer service. What is customer service? Why is good customer service important? What are the basics of great customer service?? Give up? Greet the customer within 7 seconds of entering the business. Take and serve their orders. Take their money and count back the change. Finally, send them on their way. We worked on words that you should not say such as I don't know, we can't do that, and no. Ben & Jerry's really pride themselves on their reputation of giving their customers the best customer service. Most of us have worked in some sort of service job at one time or another as will our youth, so these are skills that will stick with them throughout their careers.

Handshake

Session 5 (cont.)

Also during session 5 we worked on the importance of a good handshake. We practiced what makes a good handshake and how to avoid the bad ones. You always shake hands with your right hand and you use your thumb as a stopper as to not shake to far up the arm. An example of a bad handshake would be, I am sure all of can remember a time when we shook someones hand and their palms were all sweaty, this is very unpleasant. So if you tend to have sweaty palms you should always carry tissues with you, and right before you are going to shake someones hand, wipe your hand off. This is just one example of the many different kind of handshakes. I must say all of our youth have great handshakes, very firm, not too hard not too soft. I also showed them this short clip about how different cultures are different in their greeting styles.

http://www.youtube.com/watch?v=yDhXD25fmMo

Working from the inside out

Session 5

Phew!!! We made through our portion of first impressions. People do not realize how important a good first impression is. We wrapped up our section on self confidence and how it can effect someones body language and attitude. We also worked on eye contact and the importance of acknowledging someone when they are speaking, but not to stare them down. Also we touched on facial expressions, and how our attitude is expressed by the look one has on their face. We also spoke about good posture and how one should stand and sit. I handed out a sheet full of yoga exercises that can help strengthen the core muscles thus improving our posture. Hand gestures was also a subject we touched on. Did you know that showing your palms while you speak means you are being honest? Many public speakers use their hands to talk, most times it is so built into them that they do not even realize they are doing it. We spoke about not pointing when making a point.

All of these topics that we have discussed go along with our holistic education. We are working from the inside out. Building confidence is something that is very important if we ever want to be successful. Our self worth effects everything about us. Everything from our body language to our posture is effected by our self esteem. So by working on these topics hopefully the youth will have a better understanding on why working on the inside is just as important as working on the outside.