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I am often adfed what it is that I do besides write this column. Since, the answer is always stated at the foot of the column, I assume that fwfi-m::qmd Briefly, we are in the performanceâ€"improve: which is based on the premise that, to the degree that a person is totally integrated and effective in each phase of his or her life, to the game degree will that person be effective and productive on the job. We help them remove their hangups and other personal impediments to fal livi We do this through unique and innovative workshops and seminars that help manageâ€" qm,mmw essence of teamâ€"building and ivoi ance, Every time you are mistreated, ignored, or disappointed in the service you receive from those who are paid to serve you, there is evidence of a breakdown in communication "o‘ Otlmotn men, those shallow, towelâ€"flicking creatures lhnh-dfi'-nuu-fi-m"htfii-fiiq dmummmmmm | because a man called. (Â¥es, this still happens, the difference hdn(fiut,thnm,islihlylony,“&nmdlmn du,lkmwdnm'tmind")llnnhwdithnm whobeliwethatdwppingwithdwirfriend-‘-afomd "bmtfing”!hnmbm'ditfrommwbohtubeentold pdmthttheymhusymmbmthudwyhve bqntohdieuithdlhvemditâ€"in_mn’s mhm’lmtndintbewanedhfetyle sections of newspapers. 'Nn.whuumhavemqrnhunhfionfiip;lhvehd. hdtbmmynlfimdvhieh,lnckfly,lminmtoeqiq. }Thymabhnlmflingnhfimhip(mdl‘nhdlkw 'd’thu,tm).wywmely‘heuabnuhutbeudan Soligthued’fl:ilism,ormWhthnwi-the attempt to glorify female friendships, simultaneously deâ€" nufing-bmwelyontbebuisthnmphlkm lndeinfimmmfim.Hhhkmnbnlk mnflhydohlkmintimauly.hhllingamher -mmmpflbmmvumam Whmhucfiumwnhfimdflunfl ammunqmmuumw- those between men, 1. "Bure, I‘ll have it hack to you before 8 a.m. tomorrow morning." My desk is piled two feet high with work. I mh“m«:thep, layouts and designs for two more surround Trotenreastcesmadnys Cl n report â€" ; 1 en‘ oys i s o nepart â€" yesterday 12g2 PPCCC CCCRRDE m" mmnw”hm lifelong principles. Sometimes it means M’nflfiqdfl.flm’.m M'fllrfi-.it’-umh.m .:*'h! n.flmh" given my head a shake and exclaimed: "I can‘t believe I just said that." 2. "Hey kids, get those hockey sticks off 20u know, a situation arises and you state your feelings or opinion on the matter, and ""“"'".mflitudy-m "'“""'N-l-m“lmm-. I just said that." I‘ve been doing an awful lot of talking to myself lately, and the expression I use most ““'#“rm-uu~ You know, .. For the record, this is what | do imes, it happens because you‘ve are finer, At first, you may have the tendency to say, ‘""but they don‘t care one way or another," but that‘s not true. Everyone would like to succeed, belihdandmpeaedunmunwobhm comes from not knowing how to go about winning these things, or realizing the vital importance of the customer and her or his Ssometimes | just can‘t believe | said that between management and the person you meet face to face. The people with whom you dealt are ignorant of what is necessary for them to succeed as persons, and what is necessary for the company that pays their wages, to continue to prosper in the future. 4 "Look at all those people with bote/ke c td Por mad cand mad gonuts in their shopping cart. And Cocoa IPpotioans 4 tm Aaci ds °_ Puffs, what kind of cereal is that? CUSDer party, innocent enough stat l 22agm4 for the fact until we married, I used to Hllvfllllflmndhmfibthh; years ago â€" guess who was one of those kids? 3. "And that caulifiower and broccoli dish was out of this world, dear." My compliments to my wife after a recent Ssn e g e ! the ice, can‘t you read the sign, pleasure skating only to 4 p.m." lmflym’thfienluuw..‘.fi.,- at a community rink a few weeks back and Mul““’“"‘fi"fllflm fih.?nrfu]th:hmldhfitbyu stray puck or stick, I pulled rank and asked the kids to stop playing hockey. Flashback: 25 Trom girihood women get together mainly to falk; they interpret "doing" as superficial. : I spent a good part of life in hockey arenas, watching boys, and later men, at play. My own father was articulate about his deep love for men he fought beside during the war or played football with. My husband, at the age of thirty, is still playing hockey for fun, and making friends that way. So I think 1 mdunndbeuethnnmmymnthelovelyandmagia] friendships that can exist between men. interpret that as not caring how the other guy feels. Gm:fly.mh’lhlflinfl:nythnmdo-.m on the cheek, a hug. Their physical contact tends to be in the W“Pll!lndmnghhmning;'mwmnu immature and unimportant. Generally, too, men tend to do things with their friends â€" play sports, get drunk; together. with everyone they ever met in a loo. Nor do such confeasions MM-M:..WM mwzh,dw-n,ifidmnm,w of relationships than women trying to compare them is mm"m;‘-";”fl_“hh!fietwm Geoffrey Fellows built up by the same wordâ€"ofâ€" mouth process. Cmmhawningmud)mem. cated and demanding of good service, as they have every right to. They are not obliged to complain, all they have to do is go where their custom is appreciated. Whflnz;rmbyefl’emflym cating with their people in an interesting and l.inuhfingny,inhelpingtbemtohdptbe customer, the company‘s reputation will be "-u-' ifl-l ue 2 customer will not just withhold his or her own buina-,bmwillinflmfowathermkm do likewise in the course of a single year. Each person is a centre of influence and this is the way a reputation is lost, all because someone at the point of sale, dealing with the most important person in the world, the customer, erodes the image that the company has, Business .and . industry. have just passed. 7. "How can put that stupid wresâ€" E"!_-l-r:’fi-r Oh, how dear old Dad will chuckle at this one, when Beth asked if I‘d like a Pepsi with my hhmm‘]mgmhmv &'flwud.,,.,vdthm and Dad would say: "there‘s alwavs nlents 7 water in the tap." better for me." There I was, cutting up everyone i "'.M"."‘,‘“’fi*nm : m-.fms'!"’hfir- i ud.”‘.’“‘,"‘zbt'l.aqu i beli l_“""“um dessert. 1 can‘t : t , 5. "No thanks dear, I‘ll have water, it‘s â€" b P e en e â€"C . again. For 20 years I watched wres "there‘s always plenty of CHRONICLE, wepnesoay FEemhuary s \‘\m Geoff Fellows operates the Human Resource Development Institute. PO Box 642 Cam bridge, NIR 5W1. providing effectiveness training to business and industr; . business, as newer and better methods in the hnfiohnenhghlznedmmpetw” wyb!nnbflifingthel'md]m' and energy of all employees, can we hope to mflencnedullymfizwrlddthevery near future and it is well to remember that "Nothing can so surely and irrevocably ruin a through a wave of technical innovation, and now, to maximize the use of these technologica} advances. it is the use of innovative managerial methods that will determine the SUCCess or failure of the enterprise. This means that managements must discard the old perception of training as a oneâ€"shot, ad hoc. device, and m“flmfinnmwhfiwm notonlymshllmimng,btnmlhew areas of performance improvement, personal growth and participative management. oetball players who had won Grev Cups night, as I shut off the kitchen light to :; bed, 1 looked outside at the thermometer 50 DEGREES FAHRENHEIT Get me to a doctor. I can‘t beheve I said that .. 8. "Isn‘t Golden Giris on or so thing?" mw’“h&wafiu&hym lndBahtelh-etoMund'-d)m. Leafs on Hockey Night in Canada. As hapless as they are, I can‘t believe 1 said.. 9. "Why do people take their kids to restaurants?" I can‘t believe 1 said that two years ago. As you found out in a recent column of mine. we take our kids to restaurants to maintain our sanity, even if it‘s just a fraction . 10. "Maybe we should make our own LC* behevel-}d; hmymwm{]nn‘n the ahem, strength and science of it all Now it'mmu‘-,-ifiluwmm flmhd,.ur.w.‘n Of course mxwmnm:&wmxm 'mu"l‘b‘mfihflmbed:m the CC omie i l , at 8 p.m. on a recent winter‘s eve. That