To use humor in the workplace effectively, you need to have a “yes and…” attitude. A “yes and…” attitude opens your mind to new ideas, to trying new things, to possibilities and to having more fun. It’s a playful state of mind. As comedian Robin Williams once said, “Humor is about saying yes, when everyone else is saying no.” “Yes. . .and” is also a key ingredient for creativity – where we need to adopt an attitude of building on ideas instead of blocking them by immediately say, “but”, which really, typically means no.
We also need a “yes…and” attitude with our customer service.
This point was again driven home to me when and friend and I tried to get a table the other day at a local outdoor deck in my beautiful hometown of Canmore, Alberta.
When we entered the restaurant, the hostess made us feel as welcome as Michael Moore at a Bush family reunion. Without even checking when the next reservations were due, she actually put up roadblocks to us giving them our hard-earned money!! We had to overcome three of her objections to finally get a seat!
This hostess clearly did NOT have a “yes and…” attitude.
An attitude of “yes and” would have meant her immediately welcoming us in a friendly manner, and then simply saying, “You know what, we’re a tad busy right now, and YES, we can make this work. Just give me thirty seconds.”
So the next time I’m heading out for a cool, refreshing beverage in my home town, I may just adopt a “yes and” attitude myself…as in, “yes and I’m going to take my business elsewhere!
“Just wanted to say “WOW!” Our group has had many speakers over the years, but none the likes of Mike Kerr.”
Richard Dansereau, President, NAPA Autopro BDG
“Michael Kerr is one of the best speakers I have seen. I highly recommend him!”
Veronica D. Bouvier, Executive Vice President and Chief Financial Officer, Aspen Properties Ltd.
“Mike held the full attention of our senior management team for a full FOUR hour
presentation – no small accomplishment!”
Martine Rothblatt, CEO, United Therapeutics