HIDE YOUR GOAT THREE STEPS TO SELF-CONTROL They can't get your goat if you don't tell them where it's tied up! By: Marsha Petrie Sue, MBA

Many people today want everything yesterday and expect the ultimate in quality. They have unreasonable requests with deadlines that are unrealistic. If we are going to keep airport customers, members and people "delighted with our services," we must develop tremendous self-control.

As customer service oriented employees, we must first look at who is our customer. EVERYONE we touch during the course of a day becomes a customer - not just the people using the services of your group, business or association, but EVERYONE.

Is your boss your client? Better be - especially at appraisal time. How about your vendors? Sure! In time of need, they will be more apt to "help you out." How about other employees? Absolutely! We never know when we may have to call on them for a special favor! They are all your clients - which means we must stay in control to provide all of these groups with the best customer service available.

I have determined that some people have been put on this earth to get my goat - to push my buttons - to make me lose control. So I've learned to hide my goat. They can't get our goats if you don't tell them where they’re tied up.

Letting others "get your goats" puts them in control. We are ultimately giving the other person tremendous power over us. Staying in control is a learned skill and a must in today's intense and dynamic workplace! Here are three strategies to hide your goat.

Step #1 - Take a deep breath.

Step #2 - Take a mental time out.

Step #3 - Switch to left brain thinking.

Step #1 - Breathe
When they "get our goats" we are reverting to the fight or flight response - our breathing changes because our bodies are preparing for "fight or flight" - beat someone up or run like heck. We actually start to breathe differently - we begin to pant, and only about 20 percent of the oxygen we need to think is making its way to our brain. We might say - "Did not - Was not" - and we are right back in their faces. Our goal is to get oxygen to our brain so we can think clearly - so step #1 is critical. Take a deep breath.

Step #2 - Take a mental time out.
Count to 10 slowly and to yourself. This can be incorporated with Step #1 and can be done at the same time. The mental time out allows us time to regroup and refocus. Simply count to ten slowly and to yourself. In the moment, the situation seems so critical bit in the long run, it is just a very small spec in the path of life. And typically, it take us a minimum of two hours to regain control after we have lost it!

Step #3 - Switch to Left Brain.
Have you ever noticed how after an emotionally impacted event you can think of exactly what to do? The right brain is the creative and innovative side of our thinking. This is also where much of our trepidation, emotions and fear live. We have pessimistic voices (I call them mental terrorists) talking negatively to us when we feel out of control. So we need to learn to manipulate our own thinking, to train our brain.

The left brain is very structured, strategic and linear. It is also where our words and language are housed. If I memorize and store some words that I can pull out of my toolbox - I will be focused on better managing the situation and staying in control! Here is what to memorize, "This is a test, this is only a test, this will not be important in 10 years" - or make it 100 years. Dr. Richard Carlson author of "Don't Sweat the Small Stuff, Because it's all Small Stuff" says make it 100 years because then it really won't be important because we won't even be here.

So the key to hiding our goats is not to get angry, frustrated or mad either at ourselves or at another person. Remember, they can't get your goat if you don't tell them where it's tied up!

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Book Marsha, the Decontaminator of Toxic People, to ignite your next meeting or event! 1.866.661.8756 for booking information or email at Marsha@MarshaPetrieSue.com.

Marsha Petrie Sue, MBA: Marsha Petrie Sue, MBA and former corporate executive and daring outdoor woman is the CEO of MPS, Inc. a global speaking practice and training company. Her programs are known for clarity of purpose, clear agendas, realtime experiences, and fun, meeting the needs of all participants. Her keynotes are riveting and her workshops instill new ideas that can be applied immediately to maximize success.

www.MarshaPetrieSue.com

Editor: Marianne M. Lawhead (mlawhead@sheastokes.com) (This publication is the property of the Atlanta Association of Legal Administrators. Reproduction or reprint without prior permission is strictly prohibited. Click here to request reprint permission.)

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