Exercise: Define that attitude!

Make a list of "positive" and "negative" attitudes.

Pick three attitudes from each list that you see regularly in your staff.

For each of those attitudes, write a list of behaviors that you associate with the attitude.

Document your expectations with regard to each behavior.

Example:
Positive attitudes: team player, leader, service-oriented
Negative attitudes: victim, lazy, drama queen/king

Team Player Behaviors

• Shows up on time
• Follows proper procedures for sick calls
• Greets co-workers and guests with a smile
• Completes agreed-upon assignments
• Volunteers to take care of less desirable tasks
• Asks co-workers if they need help and pitches in when needed
• Cleans up after self in break room and employee rest room

Drama Queen/King Behaviors

• Crosses arms, rolls eyes and sighs loudly when someone else is talking
• Complains to customers and co-workers
• Talks negatively about customers and co-workers when they are not present
• Starts or spreads rumors and speculation