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AAA
Alive, Alert, Aggressive.
ABC
Always Be Closing. Airway, Breathing, Circulation
ACRONYM
Abbreviated Coded Rendition Of Name Yielding Meaning.
ADDIE
Analysis, Design, Development, Implementation, Evaluation. The process of innovation
AIDA
Attention, Interest, Desire, Action.
AKA
Also Known As.
ALF
Always Listen First.
APE
Attentive, Peripheral, Empathic. The three main types of listening. Empathic listening is the
skill of understanding meaning and motive in another's words, a considerably powerful ability.
ASK
Activity, Skills, Knowledge. Attitude, Skills, Knowledge.
ATNA
All Talk No Action.
AWOL
Absent Without Leave.
BASIC
Beginners All-purpose Symbolic Instruction Code.
BEER
Behaviour, Effect, Expectation, Results.
BENDWIMP
Beliefs, Evidence, Needs, Desires, Wounds, Interests, Mentors, Proud of.
BOCCA
Belief, Optimism, Courage, Conviction, Action. For the process of change.
BODMAS
Brackets, Order (means power, e.g. power of two shown as 2), Divide, Multiply, Add,
Subtract.
25 + 33 ÷ 11 x (27 ÷ 9)2
starting formula
-2
B 25 + 33 ÷ 11 x (3)2 - 2
Brackets first, giving:
Order (power) next,
O 25 + 33 ÷ 11 x 9 - 2
giving:
D Divide next, giving: 25 + 3 x 9 - 2
M Multiply next, giving: 25 + 27 - 2
A Addition next, giving: 52 - 2
S Subtraction next, giving: 50
BOOSTER
Balanced, Observed, Objective, Specific, Timely, Enhancing, Relevant. Useful acronym for
coaching and giving feedback to people.
BRAN
Benefits, Risks, Alternatives, Nothing. Decision-making aid, applicable and useful for all sorts
of situations.
DIN
Do It Now.
DMAIC
Define opportunity, Measure performance, Analyse opportunity, Improve performance,
Control performance. The Six Sigma process improvement model
DRAW
Dignity and Respect At Work.
DREAM
Dedication, Responsibility, Education, Attitude, Motivation.
DRIVE
Define, Review, Identify, Verify, Execute.
DRIVER
Documents, Records, Interviews, Visuals, Evaluation, Review.
EPACA
Evaluate, Plan, Action, Check, Amend. .... The helix of continuous improvement.
ERIC
Emotional Reaction Impedes
Control.
FAB
Features, Advantages, Benefits.
FIFO
First In First Out.
FILO
First In Last Out.
GOAT
Greatest Of All Time. Goals, Objectives, Aims, Targets.
GOSPA
Goals, Objectives, Strategies, Plans, Activities.
GROW
Goals, Reality, Options, Will.
HOLLAND
Hope Our Love Lasts And Never Dies.
IDEA
Identify, Design, Execute, Augment.
IDEAL
Identify, Define, Explore, Action, Lookback.
IMCIS
Identify, Manage, Change, Improve, Show. The basis of the Japanese approach to TQM, as in:
Identify customer-supplier relationships, Manage processes, Change culture, Improve
communications, Show commitment.
ITALY
I Trust And Love You.
KAS
Knowledge, Attitude, Skills.
KASH
Knowledge, Attitude, Skills, Habits.
KEY
Keep Extending Yourself.
LASER
Light Amplification by the Stimulated Emission of Radiation.
LAST
Listen, Advise, Solve, Thank.
LEAR
Listen, Empathise, Ask, Resolve.
1. Listen - You must show serious and honest concern for the customer seriousl, which you
will begin to do by listening. By listening actively you also take the first step towards
diffusing customer upset or anger.
2. Empathise - Put yourself in the customer's shoes and see the situation from their
perspective. Showing genuine concern and understanding is vital for empathy.
Understanding is not necessarily the same as agreeing, which can be important where the
issue needs investigating before finally resolving.
3. Ask - Ask Questions: ask open questions (what, how, etc) to diagnose the situation or
request, and never attempt to interrupt, or justify your point or argue. The customer is not
interested in your point of view - the other person wants you to understand them, not
present a defence or a counter-argument.
4. Resolve - Resolve the problem to the customer's satisfaction as quickly as possible.
Consider the value of the customer and not the cost of resolving this particular issue.
MMM or 3M
Measurable, Manageable, Motivational.
MOP
Measure Of Performance.
NIGHTMARE
Negative, Ignorant, Greedy, Hopeless, Thankless, Miserable, Angry, Rude, Envious.
NINJA
No Income, No Job or Assets.
PANIC
Pressured And Not In Control.
PEST
Political, Economic, Social, Technological.
P4 (PPPP)
Purpose, People, Planet, Probity (or Purity or
Principles)..
PRIC
Problem, Rectification, Investigation, Correction.
PRIDE
Personal Responsibility In Delivering Excellence.
RADAR
RAdio Detection And Ranging. Results, Approach, Deployment, Assessment, Review.
RISK
Reasonable? Identify, System, Knowlege.
RTQ2
Read The Question Twice.
7S
Skills, Strategy, Structure, Style, Systems, Staff, Shared values.
SCUBA
Self-Contained Underwater Breathing Apparatus.
SMART
Specific, Measurable, Agreed, Realistic, Time-bound.
SMARTER
Specific, Measurable, Agreed, Realistic, Time-bound, Ethical, Recorded.
SOAR/SOARR
Situation, Opportunity, Action, Result, (Reflect).
SONAR
SOund NAvigation and Ranging.
SQ3R
Survey, Question, Read, Recall, Review.
STEPPPA
Subject, Target, Emotion, Perception, Plan, Pace, Adapt/Act.:
Subject - validate the subject (the issue or matter) for the person being coached
(coachee).
Target - validate or help to establish the specific target (or goal) of the coachee - called
target identification.
Emotion - ensure emotion is addressed and resolved relating to the coachee, the issue,
and the target, which if appropriate should be re-evaluated.
Perception - widen the perception and choice in the mind of the coachee.
Plan - help the coachee establish a clear plan (process with steps, not choices).
Pace - include pace (timescale and milestones) in the plan - (the two elements of plan
and pace can be combined, and are sometimes expressed as P2).
Adapt or Act - review plan, adapt if necessary, before committing to act on the plan
(equating to action).
STM
Skill, Task, Measure.
SUCCESS
Sense of direction, Understanding, Courage, Charity, Esteem, Self-confidence, Self-
acceptance.
SWOT
Strengths, Weaknesses, Opportunities, Threats.
TAPES
Technique And Practice (or Pressure) Equals Skill.
TEAM
Together Everyone Achieves More. Teach Everyone About Motivation.
TED
Tell me, Explain to me, Describe to me..
TIP
Theory Into Practice.
TQC
Total Quality Control.
TQM
Total Quality Management.
TQMS
Total Quality Management System.
UMBRO
yoU Must Be Really Old.
YAHOO
You Always Have Other Options.
AIR INDIA
After I Return I'll Never Do It Again.
KLM
Keeps Losing Money.
LOT
Lot Of Troubles.
PAL
Plane Always Late.
ADIDAS
After Dinner I Did A Shit. A Dog Is Dirty And Smells
AIG
Arrogance, Ignorance and Greed.
DHL
Drop, Hide and Lose/Don't Hurry Lads.
ENGLAND
Every New Guy Lasts About Ninety Days.
IBM
I'm in Blue Material. I've Been to Manchester I've Been Moved
ACT
Action
Changes
Things
PRIDE
Personal
Responsibility
In
Delivering
Excellence
SMILE
Special
Magic
In
Living
Everyday
PEACE
Pray
Everyday
And
Cherish
Everyone
GREAT
Get
Really
Excited
About
Today
TRUE
Trust
Releases
Unbelievable
Enthusiasm
PURE
Purity
Unleashes
Remarkable
Energy
SPRINT
Special
People
Recognizing
Individually
the
Need
for
Togetherness
NAME
Not
Another
M
E
RARE
Random
Acts
Of
Recognition
Everyday
PEACE
Pursue
Excellence
And
Cherish
Everyone
HUG
Hearts
Understand
Goodness
LEAD
Learn
Educate
Appreciate
Develop
PEOPLE
People
Expect
Openess
Passion
Love
Excellence
STATE
Staying
Together
And
Trusting
Everyone
HOPE
Hanging
Onto
Positive
Expectations
FARM
Families
Are
Really
Magical
HOPE
Hanging
Onto
Positive
Expectations
SMILE
Special
Magic
In
Loving
Everyone
EGO
Edging
God
Out
PHD
Preserve
Human
Dignity
MBA
Mop
Bucket
Attitude
FAITH
Faith
Always
Is
The
Healing
PHD
Poor
Hungry
Driven
TEAM
Together
Excellence,
Apart
Mediocrity
PEACE
Pursue
Excellence
And
Cherish
Everyday
CARE
Choices
Attitude
Responsibilities
Excellence
PAT
Passion
Attracts
Togetherness
WIT
Whatever
It
Takes
ONE
Only
Now
Exists
LIFE
Live
It
Fully
Everyday
HOPE
Helping
Others
Pursue
Excellence
TNT
Today
Not
Tomorrow
FACT
Fast
Action
Changes
Things
GRACE
Greatness
Results
After
Choosing
Excellence
MAGIC
Miracles
Always
Greet
Intensive
Commitment
HIRE
Hire
Integrity
Responsibility
Enthusiasm
HIRE
Honesty
Integrity
Respect
Ethics
FAITH
Faith
Always
Is
The
Healing
GREAT
Get
Really
Excited
About
Today
PEACE
Pray
Everyday
And
Cherish
Everyone
SEEK
Showing
Enthusiastic
Expressions
of
Kindness
PACT
Personal
Accountability
Changes
Today – Tomorrow – Teams
MAGIC
Magic
Always
Greets
Intensive
Commitment
PUSH
Pray
Until
Something
Happens
TEACH
Trust
Empowerment
Appreciation
Communication
Humor
STAR
Show
Thankfulness
Appreciation
Respect
LIFE
Living
In
Full
Effectiveness
PNP
PEACE
Pursue
Excellence
And
Cherish
Everyday
CEO
Chief
Entertainment
Officer