“The Reactor Factor: How to Handle Difficult Work Situations Without Going Nuclear” by Marsha Petrie Sue, John Wiley & Sons, $24.95.
Do you feel entitled or empowered at work? The author believes there are too many spoiled brats in the workplace — people who come to work believing that their employers and colleagues “owe” them something. Four examples: They expect public “attaboys” from the boss when they do a good job (and pushback when the boss cites “needs to improve” in a performance review). They expect respect and trust from their colleagues (rather than earning it). They expect an annual merit raise (regardless of the level of their performance). They do their job and only their job (but complain when others don’t offer help).
The spoiled brats create workplace problems for the empowered — the people who own their jobs and realize their actions shape their future. Job owners have to put up with entitlement attitudes, office politics, the grapevine, etc., which try to drag them into entitlement. Chapter 3, Give Up or Toughen Up — React or Respond, sets the tone for dealing with spoiled-brat obstacles. Opting to give up or give in is a reaction; toughening up is a response. There’s a difference between a reaction and a response. Reactions tie themselves to emotions, not thought. Remember a knee-jerk or foot-in-mouth reaction you’ve had. If you had thought about what you did or said, would you have acted the same way?
An example: You are blindsided by negative feedback. Reaction — You become angry and defensive. You give no credence to the comment. In doing so, you adopt an I-win/You-lose attitude. Response — You remind yourself that feedback has merit because not everyone shares the same perspective. Gather your thoughts; suppress your emotions. Start a conversation by asking questions that focus on the reasons behind the comment. If the reasons are valid, you can change. If they’re not, you’ve learned something about the person who made the comment.
In the chapter, the author presents 12 workplace situations and invites you to write down your thoughts. She lists suggested answers at MarshaPetrieSue.com; click on “Free Stuff”.
Key takeaway: Maintain a positive attitude, be true to your core values and focus on outcomes, not personalities.
“The Zen of Social Media Marketing — An Easier Way to Build Credibility, Generate Buzz and Increase Revenue” by Shama Hyder Kabani, BenBella Books, $16.95.
Kabani does a great job of explaining how to use social media, but she shines when explaining why businesses of any size need to take advantage of these interactive communities.
People are already talking about your products, your customer service, and your company. Wouldn’t you like to know what they’re saying about you? Why not help them find you — and your message? Having a Website isn’t enough. The opportunity to connect with customers and prospects through social media is huge — think of Facebook and Twitter as booths at a 24/7/365 expo. Facebook adds thousands of new users every day. Businesses always say they listen to their customers; yet, only 25 percent of businesses have a Facebook page.
Social media shows that “we trust our friends more than we trust what the nice folks on TV tell us. You can either be THAT friend or you can be the voice on TV that gets ignored.” According to a recent Razorfish Consumer Experience Report, 49 percent of Web users now make a purchase based on recommendations they received through a social media site.
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Jim Pawlak is a nationally syndicated book reviewer.
