How your mind-set influences your behaviour

You have the power to create the ideal environment for communication, one that creates a positive experience for you and others around you.

If you know you have the skills to work with others effectively, your attitude toward them is going to reflect that – you know you’re ready to address whatever may warrant your attention.
You are less likely to have your back up against the wall or be defensive. You are also less likely to be overly cautious, holding back. Instead, you’re confident and willing to engage.

Choosing a mind-set to make a good impression of yourself will influence your behavior – in all sorts of ways. The tone of your voice will be positive and engaging.
Your listening skills will be sharpened and at the ready. And although in a telephone conversation your body language would not be visible to the other person, it will nonetheless manifest itself in the way you come across. If you are in a face-to-face
setting, your body language will certainly reflect the positive words you use in the conversation.

When you consistently express this mind-set, you will influence the behaviour of people around you. They will respond in a different way than they otherwise might thus create a positive environment for all.

Much of what we are describing comes back to the importance of choice. With a mind-set to make a good impression of yourself, you make the choice to respect the other person and treat him or her as you would have him or her treat you; your attitude and behavior would naturally reflect that commitment. This applies to personal relationships as well.

The bottom line is with a mind-set to always make a good impression of yourself, it helps you establish a genuinely respectful relationship between you and others.

Even if you have to tell the customer that his product was back-ordered or that his ID card isn’t ready – or must say no in any fashion – the customer can still feel that you have handled the situation in such a calm, confident, professional way that he or she would still choose to have another contact with you in the future.