All Of This is Good News

Robert Schuller

I created these problems for myself. I made decisions that caused me to be where I am today. That’s why I’m facing the challenge. So I have nobody to blame but myself. That means that I’ll not be angry, or cynical, or suspicious. I’ll assume responsibility for these problems. I got myself into it. I can get myself out of it. I still believe that every obstacle is an opportunity. To learn. To grow. To be corrected or protected from making mistakes. So all of this is good news. So I’m not discouraged. I’m motivated by this new challenge.

I’m not depressed. I’m impressed.cvr Be happy Attitudes

Dr. Robert Schuller
Author of:
Be Happy Attitudes

 


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© Tony Mayo 2008 except as otherwise noted.
Posted in Quotes and Aphorisms.

What is an Organization?

Robert Kegan

An organization is a community of discourse.

Leadership is about influencing the nature of the discourse.

Robert Kegan
Harvard University

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© Tony Mayo 2008 except as otherwise noted.
Posted in For Executives, Quotes and Aphorisms.

Handling Complaints

Handling Customer Complaints

I was near the desk at my health club when I overheard a woman ask the attendant if anyone had found a book she had forgotten earlier. The attendant said she had seen it by the exercise bikes, but now it was gone. The member said, “If you had brought the book to ‘Lost & Found’ I would have it now.”

The attendant explained, “I thought if I left it there you would find it when you came back.”

“Isn’t it the policy of the club to place property in this bin behind the desk?” the member insisted.

“It was only out for a minute. I would have

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© Tony Mayo 2008 except as otherwise noted.
Posted in For Salespeople.

Put your past in the past

MacBethHow now, my lord!

Why do you keep alone,
Of sorriest fancies your companions making,
Using those thoughts which should indeed have died
With them they think on?


Things without all remedy
Should be without regard: what’s done is done.


–Lady Macbeth to her husband
(and a million wives since,
to a million regretful husbands)

Shakespeare’s Macbeth
Act III, Scene 2

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© Tony Mayo 2008 except as otherwise noted.
Posted in Quotes and Aphorisms.

Leadership as Learning

Ron Heifetz

Someone exercising leadership is orchestrating the process of getting factions with competing definitions of the problem to start learning from one another.

Ron Heifetz
Harvard University

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© Tony Mayo 2008 except as otherwise noted.
Posted in For Executives.