Part 4Attitude

Attitude is another one of those “soft,” subjective skills that can have a huge and potentially negative effect on your bottom line. That’s why it’s important to always stick to the facts. Saying, “You made three negative comments during the last meeting,” is better than saying, “You bring morale down around here.” Just the facts, ma’am!

Herb Kelleher of Southwest Airlines had a saying: “Hire for attitude; train for skill.” That’s because he realized just how important attitude was in his employees, from the people who cleaned the bathrooms to the pilots who flew the planes. Attitude is the springboard from which everything else happens in your department. How are your employees affecting morale? How well do they fit into the company ...

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