MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor
12 Ways to Create a Culture of Appreciation
Three Strategies for Managing the New Information Paradigm
Virtual Leadership - Closing the Distance
Another Fun Reinforcement Puzzle

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.
To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.
Letter from the Editor
Learning can take place in a number of ways and in a variety of settings. One of those places where I learned life lessons was…middle school. My parents had the audacity to move to a different city and state, just as I was entering eighth grade, when friendships have already been made, cliques have been formed, and who's cool and who's not is very clear. Not a great way to start the school year.

So, without knowing anyone at all, I wandered over to a table of girls in the cafeteria and asked if I could join them. I will always be grateful to Patti Gallery who said, "Yes." (We remain great friends today). Fortunately, I made other friends, but gym class was my nemesis. I had very little athletic ability. So, it was little wonder that I was always the last one picked for any team.

My gym teacher, Mrs. McCullough, tried to teach me how to use a hockey stick (very dangerous in my hands) and I won't even get into the swimming saga. However, she noticed my exuberance and encouraged me to become a cheerleader, even though I didn't have the "look." But, I had the spirit and could do a split. I was shocked that I made the squad, but I loved every minute of it.  

Thank you, Mrs. McCullough! What a lesson I learned. We all have strengths and weaknesses, but how we think about ourselves can impact how we do in school, at work, and ultimately, in life. In the book, Mindset: The New Psychology of Success, author Carol Dweck notes that there are two classic mindsets:

  1. Fixed mindset:  Belief that our qualities are carved in stone. This creates an urgency to prove yourself over and over, so you often question yourself and your abilities: For example, "Will I succeed or fail?" Or, "Will my new manager appreciate me and my work?"

  2. Growth mindset:  Belief that everyone can cultivate their qualities. Although people differ in many ways, such as interests, temperaments, and skills (including athletic skills!), we can grow through application and experience. For example:  "I know I'll improve with practice." Or, "I got this!"

There is not only hope, but a lot of opportunity when we accept who we are, and believe in ourselves and our potential. So, be kind to yourself and befriend people who appreciate who you are; not those who expect you to change. And as Jesse Jackson said, "Never look down on someone unless you are helping them up." Judging a person does not define who they are. It defines who YOU are.
12 Ways to Create a Culture of Appreciation
Research shows that the number one reason why people quit their jobs is because they don't feel appreciated. Genuine, heartfelt appreciation is a gift, yet many don’t know how to give or receive it.

Click here to learn 12 concrete ways to acknowledge the MAGIC in others and create a culture of appreciation.
Three Strategies for Managing the New Information Paradigm
In this online age, we grapple with layers of choices and micro-choices every hour. Information overload has concrete implications on our time and communications. How do we "zero in" and focus on what's important?

Click here to discover the three roles we must take on to manage this issue and reduce stress.
Virtual Leadership - Closing the Distance
Geographically dispersed workforces are now an everyday reality. But, managing virtually is a challenge, and repurposing old skills and frameworks will not work. Therefore, it requires something new from the leaders. To explore three critical areas of emphasis for virtual leaders and key skills they can learn from trainer.

Click here to explore three critical areas of emphasis for virtual leaders and key skills they can learn from trainers.

Reinforcement Puzzle #13
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.