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“ Winners to Champions”. Creating Peak Performance in Your Organization. Dr. Fred M. Mills. Transportation Conference. F. M. Mills, Inc. (209) 954-9528 Office (209) 954-0188 FAX (209) 608-0946 Cell [email protected]. Iceberg. Behavior. Feeling. - PowerPoint PPT Presentation
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Dr. Fred M. Mills
Creating Peak Performance in
Your Organization
F. M. Mills, Inc.
“Winners to Champions”
Transportation Conference
(209) 954-9528 Office (209) 954-0188 FAX (209) 608-0946 Cell [email protected]
F. M. Mills, Inc.
Behavior
Feeling
Attitudes
Beliefs
Values
Attitude
• Information we attach an emotion to.
• A habit of thought.
• A directional lean either towards or away from something on a subconscious level.
F. M. Mills, Inc.
Why Customers Quit 3% move away.
6% develop other friendships.
9% leave for competitive reasons.
14% don’t come back because of product dissatisfaction.
F. M. Mills, Inc.
68% quit because of
the attitude of
indifference toward
the customer by one or
more of the employees.
How Attitudes are Formed
1. We are born neutral (Empty Bucket).2. We begin interacting with environment.3. “Experts” evaluate our every
performance.4. Negative & positive thoughts & feelings
are deposited (like rocks) in their respective buckets.
F. M. Mills, Inc.
STEPS:STEPS:
F. M. Mills, Inc.
Words….
Others or Self
Attitude Formation
“Real or Synthetic Rock in Bucket”
jaws
Pictures….
Real or Imagine
Feeling….
Limbic System
“There is Very Little Difference in People
But that Little Difference makes a Big Difference.
The Little Difference is Attitude.
The Big Difference is Whether it is Positive
or Negative.”
F. M. Mills, Inc.
Attitude
Why We Don’t Change
Fear
Lack of Pay Value
Don’t Know How
Lack of Feedback
F. M. Mills, Inc.
Positive Change
Individual Peak Performance
Peak Performing Teams: Structure
Peak Performing Teams: Climate
Peak Performing Mindset
