| A | B |
|---|
| Play | To create fun at work. |
| Be There | Present in body, mind and personality. |
| Make Their Day | What can you do for others? |
| Choose Your Attitude | Being responsible for your own day. |
| Playing helps your day | ...go by more quickly! |
| DMV delivers the ultimate in customer service... | in a very FISHY way! |
| Giving eye contact | demonstrates "being there. |
| Six Fish of Behavior | Aspects of our personalities. |
| Shark words | "Just try and make me have fun, buddy!" |
| Hammer Head Shark words | "I'd like to see your manager!" |
| Dolphin words | "Here are your options." |
| Goldfish words | "Hey! Let's go FISHing! |
| Catfish words | "Well,...I'll try. |
| Angel Fish words | "Let me help you" |
| Stay Un-hooked! | Goal for the day. |
| Enter and exit on what level? | Human Level |
| "Please tell me your concern." | Words to use. |
| "What's your problem, lady?" | Words to avoid. |
| Defiant and non-compliant | Describes the Shark |
| Nurturing and helpful | Describes the Angel Fish. |
| Reasoning and logical | Describes the Dolphin |
| Controlling and judgmental | Describes the Hammer Head Shark |
| Spontaneous and fun | Describes the Goldfish |
| Adaptive, passive aggressive, vague. | Describes the Catfish |
