Join Lisa Earle McLeod for an in-depth discussion in this video Framing, part of Developing a Service Mindset.
- What if I told you there was a mental technique that would improve both your performance and your happiness? It's called framing. When my children were little, I was up late one night with one of them who was sick. I had a movie on in the background. It was about Richard Nixon, and he told of a moment in his childhood when his mother, a bone-weary woman, trying to keep body and soul alive during the Depression, told him, "Richard, you just can't trust people." I thought about that poor woman.
She had no idea she was talking to Nixon, the future President. Then I thought, what if every parent treated their child like they were the future President? In that moment, I created a frame, a way of looking at my situation that helped me through 20 years of parenting. It improved my performance and it made me happier. You can do the same thing for yourself at work. I do it all the time. I envision our clients improving the lives of their customers.
I envision you as someone who earnestly wants to do a better job. And I think about how I can help you. Think about your work. What frame can you use to make it matter more? A service mindset starts with the right mental frame. It's the easiest, fastest way to improve your performance and your happiness.
- Identify the benefits of framing.
- Define the real customer.
- Cultivate an emotional connection to your customer's world.
- Develop persistence and resilience.
- View behavior through a different lens.
- Explain how to be customer-driven when your organization is not.
- Describe how to navigate a changing customer base.