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Optimism prompts
Monday, 07 November 2005

We all have within us an executive who balances the counsels of daring with the counsels of doom, says US Professor of psychology promoting positive psychology at the University of Pennsylvania, Dr Martin Seligman, in his book, Learned Optimism.

What he means is when optimism prompts us to chance it and pessimism bids us to take cover, there is a part of us that heeds both.

The problem is of course that pessimism has a pervasive, crippling influence and he advocates we can learn to resist it. We can choose to be optimistic most of the time, but we also need to heed pessimism when it is warranted.

Seligman worked with John Creedon from Metropolitan Life Insurance in Manhattan.

They had 50 per cent annual turnover of salespeople. His work helped Creedon with the selection process so he chose optimists who were much more likely to succeed and persevere in the sales process.

They tested eagles (productive people) and turkeys (less productive people).

Agents who scored in the top 10 per cent sold 88 per cent more insurance.

The mechanisms by which they elicited this is now the basis for a successful selection process. I use these concepts in my programmes, I Flirt Therefore I Sell.

Seligman says aptitude, motivation and optimism are the key characteristics determining success.

Being good humoured in business can build relationships inside and outside the business location. Think about that.

For potential customers — how could you reach them with humour?

Use this month as a marketing opportunity.

For customers/clients — great excuse to say hello. See what else you could do for them.

For employees (internal customer service) — let them have fun.

Happy employees are more motivated and loyal. Why not?

Customer service staff – these people have to deal with the public!

That’s TENSION.

For suppliers — if they enjoy doing business with you, whom do you think they will serve better? Help them out.

The boss — well, over to you…you know him or her best.

In a changing world we are faced with continuous challenges.

Businesses restructure and often that’s stressful. But maybe it can be fun too.

I heard Hale Business Systems, Mary Kay Cosmetics, Fuller Brush and WR Grace companies were going to merge and would be called Hale Mary Fuller Grace.

Did I say that?