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Chicken Soup for the Administrative Professional's Soul: The Annual Briefing for

Administrative Professionals

Featuring Jack Canfield

Presented by PBS The Business and Technology Network In association with American Management Association Produced by Impact Television Participant Guide developed by Jupiter Training Solutions ©2001 Stratys Learning Solutions All Rights Reserved

Chicken Soup for the Administrative Professional's Soul

Dear Participant:

Welcome to the 2001 Annual Briefing for Administrative Professionals, presented by PBS The Business and Technology Network in association with American Management Association. We are proud to continue our tradition of being the only national learning event on Administrative Professionals' Day.

Today's program features three notable presenters who will share many techniques for maximizing the relationships you have in the workplace. Based on research by the International Association of Administrative Professionals (IAAP), the program content has been specifically selected with you, the administrative professional, in mind. In two highly interactive hours, our host, Doris McMillon, will help you explore the relationships you enjoy with yourself, your manager, your co-workers, and your customers.

First, Candy Daniels, CPS, President of the IAAP, will discuss the changing importance of relationship building for administrative professionals. Second, Jack Canfield, recognized coauthor of the Chicken Soup series, will talk about the often over-looked relationship we have with ourselves and how we can proactively take control and nurture a positive self-esteem. Third, Denise Webster, a noted national leadership/management consultant, will address how to maximize the relationship you have with your manager. Then, Kate Dreisen, a consultant and former Training and Marketing Director for Jack Canfield, will share tips for building effective relationships with colleagues and customers. Aside from participating in live exercises, you will have an opportunity to ask questions of the speakers. Additionally, you will have access to more exercises specifically selected to help you make the most of relationships you have in the workplace.

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About Today's Program

Competencies The job-focused competencies covered in this program include the following: · Self Motivation · Interpersonal Skills · Taking Initiative How to Use this Participant Guide We recommend that, while viewing the presentations, you follow along and take notes in this participant guide. The guide cues you to key learning points and includes structured activities to help you get the most from the program. Exercises marked with the symbol at left should be completed during the program. Questions and Answers Our presenters welcome your questions! If you participating in the live presentation of this program on April 25, 2001, use the form on page 23 to send in your questions throughout the program by phone, fax, or e-mail. The panelists will discuss as many questions as possible during the question and answer period. If you are participating in an encore presentation, be sure to share your questions with your seminar coordinator and colleagues for discussion among your group. CEU Credits You can receive immediate recognition for your career development efforts. A certificate suitable for framing can be sent to you upon satisfactory completion of this program. Please use the form at the back of this guide to record your name and social security number, then submit the form to your seminar coordinator. The American Management Association will send you a certificate and keep a record of the continuing education units (CEUs) you have completed. The International Association for Continuing Education and Training (IACET) has accepted AMA as an authorized sponsor to issue CEUs. This course is worth .2 CEUs.

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Table of Contents

Welcome Letter from the American Management Association What You Will Learn Pre-Presentation Activities During the Presentation Post-Presentation Activities 5 6 6 7 8

Program Outline

Moderator: Doris McMillon Welcome Featuring Candy Daniels, CPS Chicken Soup for the Administrative Professional's Soul Featuring Jack Canfield Break Growing the Partnership: Energizing Your Relationship with Your Boss Featuring Denise Webster Partnering with Colleagues and Customers Featuring Kate Driesen Question and Answer Session/Form Summary Handouts Mirror Exercise Daily Positive Focus Exercise List 100 Successes Exercise Weekly Memo to Boss Exercise Nurturing Versus Toxic People Exercise Nurturing Myself List Action Plan for Improving the Chemistry Exercise About the Presenters AMA Information Evaluation Form

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20 22/23 24 25 26 28 31 31 34 34 35 36 39 42

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A letter from Andrea Iadanza and Mico Zinty, Office Support The office of the future is already here. You are its leaders! You are the ones who first encounter the new technologies. You are the ones who must manage the revolutionary changes in work arrangements. You are mission control for multiple bosses who are usually in meetings or on travel. These issues create three major challenges for your professional development. 1. You need to keep pace with new developments in business. 2. You need to acquire new skills to manage your growing set of diverse responsibilities. 3. You need the support to maximize your career opportunities and to find relevant mentors and peers for seeking creative solutions for thriving in today's workplace. American Management Association (AMA) is your knowledge partner, providing valuable learning opportunities and support throughout your career. We understand that your career path may lead you in a variety of directions, from ever-increasing seniority and responsibility within your current profession, to exploration of management and entrepreneurial opportunities. We offer an array of services and products tailored to meet your everchanging needs. In this rapidly changing world, knowledge delayed is knowledge denied. To meet today's challenges and to thrive as a professional, you need support when you need it, in userfriendly forms. AMA now provides you this just-in-time support through the CD-ROMs, selfstudy, books, and traditional seminars. We also bring the leaders of your profession together at our Annual Conference for Administrative Professionals. This year's conference will be held November 12-14, 2001, in San Francisco. To learn more about AMA's support for administrative professionals, please visit our Web site at www.amanet.org, or call 1-800-262-9699 to receive information. Best wishes for your success in 2001.

Andrea Iadanza Practice Leader General Management & Office Support Practice

Mico Zinty Practice Consultant Office Support Practice

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What You Will Learn

By participating in this seminar you will be able to: Ø Name activities for bolstering your self-esteem. Ø Identify techniques for enhancing the collaborative partnership you have with your manager or supervisor. Ø Develop an action plan for assessing your ability to support your manager and assigning self-goals for maximizing your contribution to his or her performance. Ø List techniques for nurturing the relationships you have with colleagues and customers. Ø Develop an action plan for assessing and turning around a strained relationship.

Ø Use handouts to further develop your ability to build and maintain effective relationships.

Pre-Presentation Activities

Prior to the presentation, take a few minutes to complete the following activities. · · Visit the IAAP web-site, complete the survey, and peruse the findings. The site address is: http://www.iaap-hq.org Take a few minutes to consider and respond to the following questions: 1. The administrative professional's role has changed considerably over the past decade. Emerging technologies, flattened organizations, global competition, emphasis on teaming and empowerment have impacted the traditional duties of administrative professionals. How have these affected your specific job? How have your job duties shifted? ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ 2. As you experienced changes in your responsibilities and the manner in which you perform your job, what feelings did you have? How did you manage them?

____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________

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3. What changes are you foreseeing or predicting for the role of the administrative professional? ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ 4. What proactive steps are you contemplating or have you begun to take to prepare yourself for these changes? ______________________________________________________________ ______________________________________________________________ ______________________________________________________________

During the Presentation

· Participate! Contribute to the discussion using the question sheet provided on page 23 of this guide.

If you are taking part in an encore presentation of this program, share your questions with the seminar coordinator and your colleagues. · Take notes in the spaces provided under each topic area. · Follow along and complete the activities in this participant guide. · Jot down ideas for applying today's information in your workplace. · Complete and submit the evaluation form on page 42.

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Post-Presentation Activities

· · · Go back through this participant guide and complete any unfinished activities. Complete the suggested activities found in the Handouts Section. Become familiar with Jack Canfield's series and read selections from the suggested readings noted below:

Chicken Soup for the Soul: 101 Stories to Open the Heart and Rekindle the Spirit by Jack Canfield and Mark Victor Hansen. Deerfield Beach, FL: Health Communications Inc., 1993. A 2nd Helping of Chicken Soup for the Soul: 101 More Stories to Open the Heart and Rekindle the Spirit by Jack Canfield and Mark Victor Hansen. Deerfield Beach, FL: Health Communications Inc., 1995. A 3rd Serving of Chicken Soup for the Soul: 101 More Stories to Open the Heart and Rekindle the Spirit by Jack Canfield and Mark Victor Hansen. Deerfield Beach, FL: Health Communications Inc., 1996. Chicken Soup for the Dental by Jack Canfield, Mark Victor Hansen and Don Dible. Deerfield Beach, FL: Health Communications Inc., 2001. Chicken Soup for the Gardener's Soul: 101 to Sow Seeds of Love, Hope and Laughter by Jack Canfield, Mark Victor Hansen, Cynthia Brian, Cindy Buck, Marion Owen, Pat Stone, and Carol Sturgulewski. Deerfield Beach, FL: Health Communications Inc., 2001. Chicken Soup for the Mother's Soul: More Stories to Open the Hearts and Rekindle the Spirits of Mothers by Jack Canfield, Mark Victor HansenMarci Shimoff and Carol Kline. Deerfield Beach, FL: Health Communications Inc. 1997. Chicken Soup for the Woman's Soul: 101 Stories to Open the Hearts and Rekindle the Spirits of Women by Jack Canfield, Mark Victor Hansen, Marci Shimoff and Jennifer Reade Hawthorne. Deerfield Beach, FL: Health Communications, Inc., 1996. Chicken Soup for the Soul at Work: 101 Stories of Courage, Compassion and Creativity in the Workplace by Jack Canfield, Mark Victor Hansen, Maida Rogerson, Martin Rutte, and Time Clauss. Deerfield Beach, FL: Health Communications Inc., 1996. Dare to Win by Jack Canfield and Mark Victor Hansen. New York: Berkley, 1994. Heart at Work: Stories and Strategies for Building Self-Esteem and Reawakening the Soul at Work by Jack Canfield and Jacqueline Miller. New York McGraw-Hill, 1998. It's Not Over Until You Win! : How to Become the Person You Always Wanted to Be-No Matter What the Obstacle by Les Brown. Fireside, 1997. Self-Esteem and Peak Performance (A six cassette audio album of a live 6-hour workshop with Jack Canfield) by Jack Canfield. CareerTrack. Available from Self-Esteem Seminars, PO Box 30880, Santa Barbara, CA 93130, or call 805-563-2935. The Action Principles: Create a Life of Purpose, Passion, Peace and Prosperity by Bill FitzPatrick. Copyright 2000. Available from the American Success Institute, 5 North Main Street, Natick, MA 01760 or from www.success.org. The Aladdin Factor: How to Ask for and Get Everything You Want in Life by Jack Canfield and Mark Victor Hansen. New York: Berkley. 1995. The Four Agreements: A Toltec Wisdom Book by Don Miguel Ruiz. San Rafael, CA: Amber-Allen Publishing Company, 1997. The Power of Focus: How to Hit Your Business, Personal and Financial Targets with Absolute Certainty by Jack Canfield, Mark Victor Hansen and Les Hewitt. Deerfield Beach, FL: Health Communications, Inc., 2000.

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Welcome

Featuring: Candy Daniels CPS, President, International Association of Administrative Professionals (IAAP) Today's program focuses on energizing and growing your important work-related relationships. Jack Canfield, the popular co-author of the Chicken Soup for the Soul series, will share strategies for nurturing our relationship with ourselves and promoting our selfesteem. Denise Webster, will talk about invigorating your relationship with your manager and Kate Driesen will share tips for enhancing your relationships with colleagues and customers.

Exercise: IAAP Questionnaire

To be completed during the program. Before learning more about relationships from our panel of experts, take a moment to complete this questionnaire developed by the International Association of Administrative Professionals (IAAP) and administered on the web-site throughout February and into March 2001. 1. To what extent does your supervisor utilize your skills? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ How satisfied are you with the way your supervisor manages your work? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ What has been the greatest change in your job in the last three years? ___________________________________________________________ ___________________________________________________________ What do you anticipate will be the greatest change in your job in the next three years? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________

2.

3.

4.

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Chicken Soup for the Administrative Professional's Soul

Let's take a moment to compare your responses to those submitted by more than 400 respondents who had completed the survey on-line at the IAAP site in February and March 2001. IAAP On-line Survey Results

1. To what extent does your supervisor utilize your skills? Work assignments challenge me to expand my skill base. I could do more skilled work if allowed. Work assignments match my current skill level. 224 167 52

2. How satisfied are you with the way your supervisor manages your work? Satisfied 193 Extremely satisfied 147 Somewhat satisfied 94 Dissatisfied 31 3. What has been the greatest change in your job in the last three years? Less staff, more responsibilities 104 More independent thinking required 102 More high-tech skills required 97 More management skills required 71 More responsibility for training others 17 More supervision of others 12 4. What do you anticipate will be the greatest change in your job in the next three years? More management functions 145 More Internet-related work 88 More electronic communications 56 Less job stability 45 Other: (Please specify below). 34 More presentation skills required 33 More employees working outside the office 24 More writing skills needed 17 More functions outsourced 7 The results of the survey support the premise that the role of the Administrative Professional is undergoing change. As Candy Daniels, CPS, discusses how the evolution is occurring and suggests the implications of these changes, use the space provided below for notes.

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Chicken Soup for the Administrative Professional's Soul

Featuring: Jack Canfield As Jack Canfield discusses four basic principles of building and maintaining high selfesteem, feel free to take notes in the spaces provided. 1. Take 100% responsibility for your life as you experience it. ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ 2. Eliminate negative self-talk; use only positive self-talk. ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ 3. Focus on your success. ______________________________________________________________ ______________________________________________________________ ______________________________________________________________ 4. Take positive actions to create more support in your life. ______________________________________________________________ ______________________________________________________________ ______________________________________________________________

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Let's learn more about each of Jack's tips for building self-esteem. Take 100% Responsibility for Your Life

Use the space below for your notes.

E+R=O Event + Response = Outcome

If you want a different outcome, you have to do something different. Take responsibility for your personal growth. What strategies does Jack suggest? 1. ____________________________________________________________ 2. ____________________________________________________________ 3. ____________________________________________________________ 4. ____________________________________________________________ 5. ____________________________________________________________

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Eliminate Negative Self-Talk

Self-talk is that inner voice that filters our perceptions of ourselves and directs us to take action. It is a powerful tool in managing self-esteem. When the self-talk is positive, it builds and reinforces self-esteem. However, too often, that inner voice becomes overly critical and erodes self-esteem. Jack urges you to take control of your self-talk. Use only positive thoughts and praise. He offers several techniques for developing a habit of using positive self-talk.

EXERCISE: Positive Talk

To be completed during the program. DIRECTIONS: TURN TO YOUR PARTNER AND IN ONE MINUTE DESCRIBE WHAT YOU LIKE, LOVE AND APPRECIATE MOST ABOUT YOURSELF. BE SURE TO MENTION YOUR STRENGTHS AND POSITIVE QUALITIES. AFTER ONE MINUTE, REPEAT THE EXERCISE WITH YOUR PARTNER TAKING HIS OR HER TURN. AVOID INTERRUPTING ONE ANOTHER. Another technique for becoming comfortable and adept at using positive self-talk is through Jack's Mirror Exercise. Refer to the Handout Section for complete directions on how to do this at home.

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Focus on Your Success

Jack's third tip for building and maintaining high self-esteem is to focus on your successes. He offers several techniques for becoming comfortable in acknowledging your successes.

EXERCISE: Shared Successes

To be completed during the program. DIRECTIONS: TURN TO YOUR PARTNER AND IN ONE MINUTE DESCRIBE A RECENT PERSONAL SUCCESS (PREFERABLY ONE RELATED TO YOUR CAREER). GIVE DETAILS AND EXPLAIN WHY YOU ARE PROUD OF THIS SUCCESS. AFTER ONE MINUTE, ALLOW YOUR PARTNER TO DESCRIBE HIS OR HER PERSONAL SUCCESS STORY. Jack also recommends other exercises that enable you to focus on your successes. Turn to the Handouts Section for directions and examples of the Daily Positive Focus exercise, 100 Successes exercise, and Memo to the Boss exercise. You can work on these after the program and use them on the job.

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Create More Support in Your Life

People with a healthy self-esteem surround themselves with supportive people. But how do they build that support system? First, they recognize which people are nurturing and which people are toxic and damaging. In the Handouts Section of this guide are instructions for completing an assessment of the people you most often interact with on and off the job. Turn to the Nurturing Versus Toxic People exercise in the Handouts Section. Second, they become adept at nurturing themselves. They know what motivates them. They have identified meaningful rewards and are comfortable in awarding themselves as goals are achieved.

EXERCISE: Nurturing Yourself

To be completed during the program. DIRECTIONS: TURN TO YOUR PARTNER AND IN ONE MINUTE LIST WAYS IN WHICH YOU NURTURE YOURSELF. AFTER ONE MINUTE, ALLOW YOUR PARTNER TO DESCRIBE NURTURING TIPS HE OR SHE USES. In addition to the Nurturing List (described in the Handouts Section), Jack also recommends creating a support group, and doing a "heart" talk. Use the space below for your notes regarding each suggestion.

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EXERCISE: What Do You Want?

To be completed during the program. DIRECTIONS: TURN TO YOUR PARTNER AND IN TWO MINUTES RESPOND TO THE QUESTION, "WHAT DO YOU WANT?" THE OBJECTIVE IS TO BE DEFINITIVE IN NAMING WHAT YOU ARE SEEKING. AFTER ONE MINUTE, SWITCH ROLES AND ALLOW YOUR PARTNER TO TELL YOU WHAT HE OR SHE WANTS.

EXERCISE: Appreciation

To be completed during the program. DIRECTIONS: TURN TO YOUR PARTNER AND IN 30 SECONDS TELL HIM OR HER THREE THINGS THAT YOU LIKE ABOUT THEM OR THAT YOU PERCEIVE AS THEIR POSITIVE QUALITIES OR STRENGTHS. THESE CAN BE THINGS YOU KNEW BEFORE THE SESSION OR THINGS YOU HAVE LEARNED TODAY IN THE EARLIER EXERCISES.

As Dan Sullivan, a strategic coach and personal acquaintance of Jack Canfield, says, "You are going to have to live through the next five years anyway. Why not take responsibility and make them the best five years of your life?

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Growing the Partnership: Energizing Your Relationship with Your Boss

Featuring Denise Webster Jack Canfield provided proven techniques for building self-esteem and nurturing the relationship we have with ourselves. Let's turn now to the relationship we have with our manager. Times have changed. In today's environment, the relationship between the administrative professional and the manager has evolved into a partnership. This requires you to understand and consider the "big picture" when making choices. It's a much broader responsibility today. As Denise Webster discusses four strategies for enhancing your professional relationship with your manager, use the space provided for notes. Key to enhancing a relationship is to first understand its dynamics. Begin by asking yourself these questions: 1. What is the chemistry between us?

2. What makes us such a great working team?

3. How can I transfer that to other areas on the team?

4. What is the energy mix between us?

5. How do we use that energy within our organization?

Like all relationships, there must be trust between partners. How is trust built and reinforced? Actions __________________________________________

Commitment

__________________________________________

Predictability/Stability

__________________________________________

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What can be done to strengthen the partnership? Denise suggests the following tips. (Space has been given for your notes): Understand the corporate direction, vision, and mission.

-

Be positive about change.

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Learn to work with diverse communication styles.

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Be solution oriented.

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Hone conflict resolution skills.

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Support new directions and goals.

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Focus on shared vision.

EXERCISE: Ways to Make My Manager Look Better Action Plan

To be completed during the program. Purpose: To improve a performance, it is best to begin with an assessment of your strengths and then create an action plan. This exercise helps you evaluate what you already do well and what areas could use improvement. Directions: Read each area. Determine its relevance. If it is irrelevant, cross it off the plan. Add others that you feel are particularly important and worthy of improvement. For each development area, set a target date to begin. As you accomplish the goals, update the plan. In the next two minutes, go ahead and begin your action plan.

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Note: If you find tackling numerous areas daunting, try prioritizing the list. Focus on the top three. As you achieve them, revisit the list and select additional developmental areas.

Areas

Communicate daily priorities Meet for updates throughout the day Be positive and motivational Offer to help other teams when time permits Review/sort his/her e-mails Review/prioritize his/her voice mails Update his/her palm pilot & schedulers Keep him/her aware of professional news Be proactive; not reactive Improve your writing and grammar skills Work on your professional imaging Help establish reception hours for the manager Work on scheduled time for you and your manager Listen to team feedback Give your manager a surprise "breather" break on his/her calendar once in while Understand his/her working times Be a GREAT Listener!

Steps I Take Now

New Steps to Take

Date to Begin

Remember your manager's special personal and professional dates

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Partnering With Colleagues and Customers

Featuring: Kate Dreisen In today's complex business arena, results cannot be achieved without the cooperation and support of others in the workplace. Some people are highly skilled at creating productive partnerships - - - an attribute of effective administrative professionals. There are techniques for honing your ability to form and nurture partnerships with colleagues and customers. As Kate presents each tip, use the space provided for your notes. Using Active Listening

Asking Questions

Managing Impressions

Using Assertive Communications

Developing Self-esteem

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EXERCISE: Improving the Chemistry

To be completed during the program. Purpose: People who are particularly effective in building partnering relationships with colleagues and customers actively try to improve strained relationships. They don't just hope it will get better. Instead, they form a plan. Instructions: Complete the following action plan for improving your relationship with a colleague or a customer. Choose a relationship that is strained or uncomfortable. Respond to the questions by writing your responses in the space provided. As you become more facile in creating a plan, you'll find that you don't need the form and can do it mentally. Take two minutes to get started on your plan. The relationship I want to improve is with ___________________________________ Start Date: __________________ Goal Completion Date: _________________ I am having difficulty with this person because _______________________________ ____________________________________________________________________ What I want to accomplish is _____________________________________________ ____________________________________________________________________ A benefit to an alliance with this person would be _____________________________ ____________________________________________________________________ How well do I listen when this person talks to me? ____________________________ ____________________________________________________________________ How do I feel when I am speaking with this person? What is my self-talk? _________ ____________________________________________________________________ ____________________________________________________________________ What level of trust exists between myself and this person? _____________________ ____________________________________________________________________ What specific skills do I need to improve that relationship? _____________________ ____________________________________________________________________ Remember: It is far more productive to ask, "What do I need to do differently to get the results I want" than to lament, "Why won't this person change?" A copy of this Action Plan is in the Handouts Section so you can create additional plans for other relationships.

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Question and Answer Session

If you are participating in the live presentation of this program, call, fax, or e-mail your questions to Jack Canfield, Candy Daniels, Kate Driesen, and Denise Webster using the question sheet on page 23. If you are taking part in an encore presentation of this program, share your questions with the seminar coordinator and your colleagues.

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Question Sheet

Use this form to write your question for out panelists or for discussion among your colleagues. Please write clearly. Name (optional): ___________________________________________________________ Organization: ___________________________________________________________ Location: ___________________________________________________________ Question is for which panelist? (check one) t Jack Canfield t Candy Daniels t Kate Driesen t Denise Webster

Your question (25 words or less):

Tel: 1-800-939-9382 (Outside US and Canada 1-703-845-9797) Fax: 1-703-998-3408

[email protected]

E-mail:

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Summary

Today we talked about the importance of building and nurturing relationships with ourselves, our managers, our colleagues, and even, our customers. The success of the administrative professional hinges, in part, on an ability to form positive relationships. During the program you: Ø Learned how to take responsibility for nurturing your own self-esteem by harnessing the power of positive self-talk, surrounding yourself with supportive people, recognizing and limiting interaction with "toxic" people, and rewarding yourself for your numerous successes. Ø Learned how to enhance the collaborative partnership you have with your manager or supervisor. Ø Began an action plan for assessing your ability to support your manager and assigning self-goals for maximizing your contribution to his or her performance. Ø Learned how to nurture the relationships you have with colleagues and customers. Ø Began an action plan for assessing and turning around a strained relationship. Ø Were exposed to a number of exercises that you can do after the program to help you become more adept at relationship building. You are encouraged to take advantage of the handouts provided by the presenters. Copy the worksheets and use them regularly. Thank you for your participation! We hope this program contributes to your professional growth by pointing out your many successes and providing proven tips and techniques for maximizing the many relationships you have at work and at home.

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Handouts

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Mirror Exercise

Purpose: The mirror exercise is one of the most simple yet powerful self-esteem and selfconfidence building exercises in the world. Its purpose is to replace the normal negative self-talk that dominates our thoughts with positive self-affirming self-talk. It is an exercise that should be performed every night for 40 days. Instructions: Nightly before going to bed, stand in front of a mirror and appreciate yourself for all that you accomplished during the day. Start with a few seconds of looking into the eyes of the person in the mirror--your mirror image of yourself looking back at you. Maintain eye contact with yourself throughout the exercise. Start by saying your name, followed by appreciating yourself (aloud) for the following things: · Any achievements (business, financial, educational, personal, emotional) · Any personal disciplines you kept (exercise, meditation, prayer, dietary) · Any temptations that you did not give in to (dessert, lying, drinking too much, etc.) After you have verbally appreciated yourself, look deep into your own eyes and say, "I love you." Then stand there for another few seconds to really feel the impact of the experience-- as if you were the one in the mirror who had just listened to all of this appreciation. The trick during this last part is to not just turn away from the mirror feeling embarrassed or thinking of your self or the exercise as stupid. Example of what it might sound like: "Jack, I want to appreciate you for the following things today. First I want to appreciate you for going to bed on time last night without staying up too late watching TV so you got up bright and early this morning and you had a really good conversation with Inga. And then you meditated for 20 minutes before you took a shower. You helped with getting the kids' lunches together and you ate a healthy low fat, low carbohydrate breakfast. You got to work on time and led a very good staff meeting with your support team. You did a great job of helping everyone listen to everybody's feelings and ideas. And you were great at drawing out the quiet ones. Let's see...oh, and then you ate a really healthy lunch--soup and salad--and you didn't have the dessert that was offered. And you drank the 10 glasses of water that you committed to drinking every day. Congratulations on that one! ... And you stayed in a good mood all day today. You didn't let other people's problems become your problems. It would have been easy to let Deborah's complaints get to you, but you didn't. You were able to not feel personally responsible for what happened to

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her. And you didn't take anything she said personally. Good job! ... And then let's see, you finished editing the new staff orientation manual, and you got a really good start on scheduling the summer management training program. And then you filled in your Daily Positive Focus Form before you left work. Oh, and you appreciated your assistant for all of her contributions for the day. It was great to see how she just lit up. And when you got home, you spent quality time playing with the kids, especially Christopher, and then you read a book to all of the kids. That was really special. And now you're going to bed at a good time again and not staying up all night surfing the net. You were great today. ... And one more thing--I love you!" It is not unusual to have a number of reactions the first few times you do this Mirror Exercise. They include feeling silly, feeling embarrassed, feeling like crying (or actually crying), and generally feeling uncomfortable. Occasionally, people have even reported breaking out in hives, feeling hot and sweaty, or feeling a little light headed. These are natural and normal reactions as this is a very unfamiliar thing to be doing. We are not trained to acknowledge ourselves. In fact, we are mostly trained to do the opposite: "Don't toot your own horn. Don't get a swelled head. Don't get a stuffed shirt. Pride is a sin." As you begin to act in more positive and nurturing to yourself, it is natural to have physical and emotional reactions as you release the old negative self-judgements, unrealistic expectations, parental wounds and so forth. If you experience any of these things--and not all people do--don't let these things stop you. They are only temporary and will pass after a few days of doing the exercise. Note: If you find yourself lying in bed, and you realize you haven't done the exercise, get out of bed and do it. The part of looking at your self in the mirror is a very important part of the exercise. Remember: You will only get as much out of this exercise as you put into it. One last bit of advice: If you live with someone (spouse, children, roommate, parents), let them know in advance that you will be doing this exercise each evening for a month or so. You do not want them to walk in on you while you are doing it and think you have lost it!

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Daily Positive Focus Exercise:

Purpose: Reminding ourselves of our personal successes can be awkward. After all, we have had years of direction to praise others, downplay our success, wait for others to acknowledge and praise us. Unfortunately, too often, that praise and recognition is late in coming. The purpose of this exercise is to increase your self-esteem and self-confidence. When you do not feel confident in yourself, it does not matter how capable you may be at your job, what skills and knowledge you have, or what kind of resources you have to draw upon. None of these will help you when you don't have self-confidence. By doing this exercise every day for a month, you will develop greater self-confidence. You will reap the benefits of that in all the areas of your life. Instructions: At the end of every day identify five achievements that have occurred during the day's activities. These can be in any area of your life ­ work, school, family, finances, health, personal development, or volunteer work. Once you have identified an achievement, write it down in the first box in the form provided on the following page. (You will need to duplicate enough copies of the sheet to complete the process for 30 days.) After writing your achievement on the form, consider why it is important to you and then write that reason down in the second box. Next, identify where you can make further progress in this same area of success and write that in the third box. Lastly, write down a specific action that will lead to this further progress. This final activity will help you to identify a number of exciting and motivating ideas for the next day's activities. Follow these steps for each of the five achievements. Examples: Refer to the sample on the next page.

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Day: Monday Achievement

The Daily Positive Focus ExerciseTM TM

Date: Feb 15/01 Reason Why Created the team spirit we were lacking Further Progress Plan an off-site staff development day Specific Action Form a committee with Ann and Bob.

Conducted great staff meeting

2

Booked a long weekend at the Ojai Spa for Inga and me

We really need to get away and rejuvenate our relationship

Start planning summer vacation with Patty and Jeff

Talk to Patty about best time to get together

3

Did 30 minutes on the stair stepper.

Important to my health and to my weight loss goal

Add weight lifting to my routine

Talk to Martin about his personal trainer

4

Great dinner conversation and homework session with Christopher

Important to our relationship

Do it again on Wednesday

Check my calendar and free up the time

5

Helps get the upgrade we the tech report for need on the office computer my boss systems

Finished editing

Get approvals for the expenditures

Schedule a meeting of the executive committee

Use this exercise to establish and reinforce the daily habit of keeping yourself positively focused for one month. You will begin to feel the positive impact as soon as you do the first day's exercise. Make this a habit for life and you will enjoy the energy, creativity, motivation and happiness that result from increased self-esteem and self-confidence every day of your life.

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The Daily Positive Focus ExerciseTM

Day: Achievement 1 Date: Reason Why Further Progress Specific Action

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Chicken Soup for the Administrative Professional's Soul

List 100 Successes Exercise

Purpose: Too often we don't realize that we are very successful. By listing your successes you will recognize that you are a capable, successful professional. You may also find yourself changing your definition of "success" so that all accomplishments (big and small) are recognized and valued. Instructions: On a sheet of paper, list 100 successes or accomplishments. Don't become discouraged if it's difficult to reach one hundred. Take as much time as needed to list them. Undoubtedly you have more than one hundred accomplishments to your credit. The trick is to recall them. Examples: 1. Got the children to school on time without making myself late for work. 2. Completed the monthly processing of invoices. 3. Enrolled in an advanced word processing course. 4. Met with John in Accounting and reached agreement on how we can better support one another while putting aside our differences. 5. Went on a walk around the building during lunch as opposed to eating at my desk.

Weekly Memo to the Boss Exercise

Purpose: In today's business environment many organizations are flattening their structures and demanding more from their employees. Most professionals, like you and your supervisor, are juggling larger workloads. Trusting that your supervisor will see and acknowledge all of your accomplishments is unrealistic. Take control and influence his or her perception of your work. Instructions: On a weekly basis, answer the questions below and submit it to your supervisor for discussion. Not only does it communicate what you had accomplished during the week, it opens a channel to discuss other work-related issues. It provides a clear communication channel to: · Talk about what you have accomplished (often our bosses are unaware of all we have done) · Discuss challenges and areas that are not getting accomplished (they need to know what is happening so they are not surprised) · Make requests for information and support you might need to get your job done (they can't help if you don't ask). Simply use the following questions to make a form that you can write on or create your own template on your computer.

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Chicken Soup for the Administrative Professional's Soul

Weekly Accomplishments

1. This week I accomplished: ______________________________________________________________________ ______________________________________________________________________ 2. What I didn't get done this week is: ______________________________________________________________________ ______________________________________________________________________ 3. Some of the challenges I am facing are: ______________________________________________________________________ ______________________________________________________________________ 4. My major success for the week was: ________________________________________ ______________________________________________________________________ 5. What I want you to know is: ______________________________________________________________________ ______________________________________________________________________ 6. What I'd like you to do is: _________________________________________________ ______________________________________________________________________ Complete the answers to these prompts every Friday and give it to your supervisor or boss. Do this for two months as an experiment. If you like the results, make it a weekly discipline. It is best to introduce this to your supervisor as something that you learned at a professional development seminar focusing on peak performance and that its purpose is to increase your effectiveness at your job. Do this before you give him or her your first report. A sample of a completed form follows to give you an idea of how it might look. This is just a sample of how one person has done it. Feel free to do it any style that fits you.

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Chicken Soup for the Administrative Professional's Soul

NOTES TO JACK & PATTY

From: Leslie Forbes For the week of: 6-1-98 thru 6-5-98

This week I accomplished: · Opening and distribution of mail · Input of all submissions · Sent out Acknowledgments to submissions · Phones w/ Roni part time · e-mail responses and forwards · Sent out permissions with Nancy's help - Couple's Soul and Golden Soul · Drafting responses to Jack's fan mail and requests · Taking Book Orders (an average of about 3-5 per week) · Registering people for FSS (an average of 2-3 per week) What didn't get done this week: Some of the challenges I am facing: My major successes of the week are: Couple's Soul and Golden Soul Permissions mail out What I want you to know is: I think we should have a new heading in our "Notes to Jack and Patty" that is called New Ideas. If the staff has an idea, it's good way to start sharing and become more involved. So, here goes: New Ideas: With every order, include a "Thank You" letter with questionnaire asking how punctual order was received? Did order meet their requirements? Also, have Robin give a copy of all orders to Ro for input into NOW & CONTACT. What I would like for you to do is: I recommend that you give Barbara LoMonaco a recognition incentive. She is doing an incredible job reading and categorizing! We are finally getting caught up thanks to her.

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Chicken Soup for the Administrative Professional's Soul

Nurturing Versus Toxic People Exercise

Purpose: Surrounding yourself with supportive, nurturing people while limiting your interactions with toxic, destructive people will boost your self-esteem. Distinguishing nurturing from toxic people entails listing those with whom you regularly interact, examining the nature of your interactions (your feelings during and afterwards), and categorizing them as either positive or toxic. Instructions: On a sheet of paper, list people with whom you regularly interact. Alongside each name, write a "+" if the person and your interactions are generally supportive and positive. Write a "-" if the interaction usually leaves you angry, saddened, or shaken. The goal is to limit your interactions with toxic, negative people.

Nurturing Myself List

Purpose: Identify rewards that rejuvenate or relax you. Instructions: On a sheet of paper list personal rewards that nurture or rejuvenate you. Example: Jack's Nurturing List: Yoga Therapy Exercise Time with friends Music Hot tub Dance class

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Chicken Soup for the Administrative Professional's Soul

Action Plan for Improving the Chemistry Exercise

Purpose: People who are particularly effective in building partnering relationships with colleagues and customers actively try to improve strained relationships. They don't just hope it will get better. Instead, they form a plan. Instructions: Complete the following action plan for improving your relationship with a colleague or a customer. Choose a relationship that is strained or uncomfortable. Respond to the questions by writing your responses in the space provided. As you become more facile in creating a plan, you'll find that you don't need the form and can do it mentally. Take two minutes to get started on your plan. The relationship I want to improve is with ___________________________________ Start Date: __________________ Goal Completion Date: _________________ I am having difficulty with this person because _______________________________ _____________________________________________________________________ What I want to accomplish is ______________________________________________ _____________________________________________________________________ A benefit to an alliance with this person would be _____________________________ _____________________________________________________________________ How well do I listen when this person talks to me? _____________________________________________________________________ _____________________________________________________________________ How do I feel when I am speaking with this person? What is my self-talk? _____________________________________________________________________ _____________________________________________________________________ What level of trust exists between myself and this person? _____________________________________________________________________ _____________________________________________________________________ What specific skills do I need to improve that relationship? _____________________________________________________________________ _____________________________________________________________________

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Chicken Soup for the Administrative Professional's Soul

About the Presenters

Jack Canfield is the President of The Canfield Training Group in Santa Barbara, California. He is a best-selling author, a professional speaker, a successful businessman, and a consultant to numerous Fortune 500 companies including Campbell Soup, GE, NCR, Scott Paper, Clairol, Johnson & Johnson & Sunkist. Jack's background includes a BA from Harvard, a Masters Degree from the University of Massachusetts, and an Honorary Doctorate from the University of Santa Monica. He has been a high school and university teacher, a trainer, a successful psychotherapist, and the founder of three training companies. Jack has published 33 best-selling books and fifteen audio and video training programs, including the phenomenal New York Times Best-Selling book series Chicken Soup for the Soul ® which have sold over 42 million copies worldwide. Jack has a monthly Chicken Soup for the Soul ® column in Women's World Magazine-and-a Chicken Soup for the Soul ® column featured weekly in over 100 newspapers nationwide with King Features Syndication. Chicken Soup for the Soul ® has been developed into a television series and is airing Tuesday nights by PaxNet TV. Jack has spoken to over 1.5 million people in the United States, Mexico, Canada, Europe, Asia, Australia and India. Several million more have seen him on television on Good Morning America, The Today Show, the NBC Nightly News, 20/20, Eye to Eye, Oprah Winfrey, Caryl & Marilyn, Terri Bradshaw & Friends and CNN. Jack is known for his powerful, dynamic and entertaining style which produces powerful transformations in the lives of his audiences worldwide! Jack is a skilled trainer in the development of self-esteem and peak performance, personal growth skills, organizational development, management effectiveness, holistic education, counseling skills, and transpersonal psychology. Candy Daniels CPS of Ruston, Louisiana is the 2000-2001 IAAP International President. Candy has served on the International Board since 1993 in the capacity of Southwest District Director, International Treasurer, Second Vice President, First Vice President, and as International PresidentElect. A member since 1977, Candy was an officer in the Texas-Louisiana Division for four years prior to serving as Division President in 1987-88. She was a charter member of the Dixie Gem Chapter and worked on and chaired numerous committees and offices at the chapter level. Candy was named the 1980 Dixie Gem Chapter Secretary of the Year. She currently is a member-at-large in the division. Candy has been employed for 32 years at Louisiana Tech University and is the Executive Secretary to the Vice President for Financial Services. She received an Associate Degree in Office Administration from Louisiana Tech University and in 1988 earned the CPS rating. Candy is a member of the CPS Academy and the CPS Association of Louisiana. She served on the Board of Directors of the Association for four years before serving as President in 1993-4.

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Chicken Soup for the Administrative Professional's Soul

Candy serves as speaker for local civic organizations and has conducted workshops and seminars for numerous businesses and corporations. She is married with two children and five grandchildren. Kate Driesen, is the President of Driesen Communication, which has conducted communication, leadership and presentation skills training for thousands of business executives and other professionals since 1990. These seminars are tailored to the needs of clients such as AT&T, AMAI, Bristol Myers, Merck, Hughes, Motorola, Westinghouse, Los Angeles Deputy Sheriffs Department, Forest Lab, March of Dimes, Zebra Communication, Anderson Consulting, Johnson & Johnson, Wrigley Gum (Great Britain), Home Depot, Department of Justice (Australia) Wyeth (Canada), Business Week and the US Navy. Ms. Driesen brings an enthusiastic and energetic training style to her seminars and keynotes. She relates well to people on all levels in an organization and she has a dynamic sense of fun which promises that her seminars, keynotes and workshops are never dull. Kate is a certified Self-Esteem Trainer, a certified Gender Speak Trainer, a Situational Leadership Instructor and a consultant trainer with the American Management Association where she teaches Accelerated Learning to Trainers, as well as other topics. Her professional background as a working actress as well as her BS in psychology enable Kate to bring a multidimensional approach to her speeches and workshops. Ms. Driesen's clients constantly comment on her ability to break down communication barriers between departments, to establish close rapport with those she trains, and enhance a participants abilities to persuade and present their views. Kate has an unmatched sense of fun, motivation and enthusiasm for her work. Kate was the Training and Marketing Director for Jack Canfield, the author of the "Chicken Soup for the Soul" books. She also is the female voice in the audio recording of the original "Chicken Soup for the Soul" book. In the 90's Ms. Driesen opened her own consulting firm, Driesen Communication. She approaches her training's, Keynotes and workshops with the personal assurance that participants will leave with practical, usable tools and skills to put to use immediately. With Kate as a facilitator, the learning process becomes positive, successful and fun! Ms. Driesen has received recognition and awards for her work with inner city school children (Speaker in the Classroom), Hughes K-12 Program, Annenberg Grant foundation, Women in Business and the Stella Adler Academy. Denise C. Webster, CPM, is President of WM Consultants. She is a national speaker and trainer and facilitates seminars, workshops, and corporate analyses and recommendations. She owns her own real estate school specializing in leadership/management skills for today's professional executive. Her areas of expertise include team building, leadership/management skills, communication skills, project management, time management, customer service and human behavioral issues and commercial real estate.

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Chicken Soup for the Administrative Professional's Soul

Ms. Webster trained employees in preparation for the year 2010 through her team building and leadership/management skills program. By using her extensive management knowledge and skills, she acts as a "facilitator" for numerous organizations dealing with transitions of change, conflict and reorganization. Benchmarking and positive transitional change are but one facet of her overall driven futuristic concepts whish she presents for companies wanting to succeed. Nationally, Ms. Webster teaches for the American Management Association, United Health Care, Institute of Real Estate Management, and Building Owner's & Manager's Institute. She is a member of the National Speakers' Association, and ASTD-American Society of Training and Development. Ms. Webster is an active real estate broker and member of the local Institute of Real Restate Management (IREM) chapter where she holds her CPM designation (Certified Property Manager), and has served as Vice President. She was awarded the distinguished "Certified Property Manager of the Year Award ­ 1993" from her local chapter for her outstanding contribution to the advancement of real estate management. Nationally, she has contributed by sitting on three IREM national course boards, as well as being a Governing Council for the Institute. Ms. Webster has degrees in personnel and industrial relations from the University of Akron and the University of Colorado, as well as, certification for occupational education in the State of Colorado.

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Chicken Soup for the Administrative Professional's Soul

American Management Association

American Management Association provides educational forums worldwide where administrative professionals learn superior, practical business skills from expert faculty practitioners and each other that help them: · · · · · · · · · · · Meet today's changing business objectives. Get results. Improve their business writing skills. Build better working relationships. Communicate more effectively. Project a confident, professional image. Take on new responsibilities and an increased workload. Successfully manage projects. Assume leadership, managerial, and supervisory responsibilities. Become proactive partners with their bosses. Increase their value to their boss and company by learning the fundamentals of finance and accounting.

Take a look at what AMA offers administrative professionals. We'll help your career grow. Annual Conference American Management Association's 2001 Administrative Professional Conference will be held November 12-14, 2001 in San Francisco, CA. Register now! The Office Innovation Award AMA believes that many of the contributions of administrative professionals to office productivity and corporate performance go unnoticed. Consequently, AMA has created the annual AMA Office Innovation Award to identify and celebrate outstanding examples of creative problem solving and innovation in office support. To be eligible for the OI Award, administrative professionals must have come up with a fresh solution to a problem or an innovation that has had tangible results for their organization, from increased efficiency or productivity to dollar savings, to employee or customer satisfaction. Recipients of the Year 2001 awards will be honored at the 2001 Administrative Professional Conference and will be invited to attend the conference as AMA's guests. Please refer to AMA's Web site www.amanet.org for eligibility requirements, application forms, and deadlines!

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Chicken Soup for the Administrative Professional's Soul

Seminars

Multi-Day Seminars in the U.S. AMA offers an entire line of seminars to help you meet today's business challenges. These include: NEW! Making Technology Work for You: E-Tools for Administrative Professionals, Meeting No. 2168 NEW! Managing for Productivity: The Administrative Professional's Guide to Assessing Workflow and Implementing Improvements, Meeting No. 2156 NEW! Successful Meeting Planning, Meeting No. 2198 Managing Chaos: Dynamic Time Management, Recall, Reading and Stress Management Skills for Administrative Professionals, Meeting 2194 Partnering with Your Boss: Strategic Skills for Administrative Professionals,Meeting No.2268 The Changing Role of the Administrative Professional, Meeting No. 2299 Management Skills for Administrative Professionals, Meeting No. 2294 The Power of Interpersonal Skills: A Course for Administrative Professionals, Meeting No. 2577 Fundamentals of Finance and Accounting for Administrative Professionals, Meeting No. 2518 Project Management for Administrative Professionals, Meeting No. 2298 Communicating, Negotiating and Prioritizing Skills for Administrative Professionals, Meeting No. 2596 Business Writing for Administrative Professionals, Meeting No. 2296

One-Day Seminars (U.S. only)

These one-day seminars are perfect for your busy life! How to Get More Organized, Meeting No. POM Handling Difficult and Demanding Customers: A Communication Course, Meeting No. P2F

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Chicken Soup for the Administrative Professional's Soul

Handling People with Diplomacy and Tact, Meeting KBT How to Take Charge of the Front Desk, Meeting KZY Self Study Materials Communication Skills for Secretaries and Administrative Assistants (BO4946) Skills for Success: A Guide for Secretaries and Administrative Assistants (95085)

Conferences

2001 Administrative Professional Conference: Gateway to Achievement. San Francisco, California. November 12-14, 2001. Hilton San Francisco & Towers. Call 1-800-262-9699 or visit www.amanet.org.

Books

These books will help you grow in your career.

· · · · · · · · · · · · · Managing Multiple Bosses: How to Juggle Priorities, Personalities & Projects ­ and Make It Look Easy by Pat Nickerson. Order #7025-4, $15.95. Power Etiquette: What You Don't Know Can Kill Your Career by Dana May Casperson. Order #7998-7. $14.95. Building A Partnership With Your Boss by Jerry Wisinski. Order #7013-0. $12.95. Planning Successful Meetings and Events by Ann Boehme. Order #7995-2. $12.95. Business Writing Skills by Joseph Dobrian. Order #7973-1. $12.95. Empower Yourself! By Dr. Marlene Caroselli. Order #7951. $12.95. Will the Real Boss Please Stand Up! Taking Your Administrative Career to the Next Level by George-Anne Fry. Order #0422-7. $19.95. From Secretary Track to Fast Track by Ken Lizotte and Barbara A. Liwak. Order #7902-7. $15.95. Administrative Assistant's and Secretary's Handbook by J. Stroman and K. Wilson. Edited by Susan Heyboer O'Keefe. Order #0273-8. $22.95. The AMA Handbook of Business Letters. Second Edition. By Jeffrey L. Seglin. Order #0331-X. $69.95. Cyber Assistant: How to Use the Internet to Get More Done in Less Time by D.A. SmithHemphill, Ph.D. Order #07011-4. $19.95. How to Resolve Conflicts at Work, A Take-Charge Assistant Book by Florence Stone. Order #07989-8. $12.95 The Valuable Office Professional by Michelle Marie Burke. Order #7888-3. $18.95

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Please return completed evaluation to your site coordinator or to: Stratys Learning Solutions attn: PD Programs 1330 Braddock Place, Suite 201 Alexandria, VA 22314 888-822-8229

Evaluation for The 2001 Briefing for Administrative Professionals

Company Name: Site Code: Broadcast Date:

Instructions: To indicate your answer, circle the appropriate number, or fill in the blank.

1=Strongly Disagree, 2= Disagree, 3= Neutral, 4= Agree , 5= Strongly Agree

Overall: 1. The program was a valuable use of my time. 2. I would recommend this program to my colleagues next year. 3. The speakers were effective presenters. Design and Content: 4. The learning objectives were consistent with those advertised. 5. The content and presentation helped me learn the objectives. 6. The presentation was well organized. Materials and Facilities: 7. The participant materials were informative and well-organized. 8. The classroom had phone and fax available for the Q and A. Speakers: 9. The speakers clearly communicated the learning objectives. 10. The speakers were knowledgeable about their subject areas. 11. The speakers encouraged interactions and discussions. Miscellaneous: 12. Audio was clear and easy to hear. 13. Video picture was clear. 14. The program's pace was: 1= too fast, 2= just right, 3= too slow. 15. The program length was: 1= too short, 2= just right, 3=too long. 16. Level of difficulty was: 1= too basic, 2=just right, 3=too high. 17. I will use the skills I learned from this program: 1= immediately, 2= within three months, 3= for future job needs 18. I watched the program: 1= live, 2= on videotape. 19. How many viewers would you estimate were in the room with you? 20. Who would you like to see as keynote speaker next year? 21. Other comments?

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21. May we use your comments in promotional materials including your name and organization?

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List of Candidates To Receive Continuing Education Units

2001 Annual Briefing for Administrative Professionals Meeting Dates: April 25, 2001 Please mail this form to : Name: ______________________________________________

Professional Development Programming Address _____________________________________________ PBS The Business & Technology Network 1330 Braddock Place, Suite 201 ___________________________________________________ Alexandria, VA 22314

Organization:_________________________________________

!!Please PRINT Your Name Clearly!!

Help us avoid misspellings and delays. To award CEU credits, AMA needs a clear and accurate copy of your name and Social Security number. Do not use your signature. Please print each letter carefully.

First and Last Name

J o h n

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Social Security Number

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C a n d i d a t e (example)

· Please use reverse side to list additional candidates ·

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