Michele Jackman

Assessment Tools

Personal Resilience Skills

Levels of Customer Service

Best Practices for Managers

ABC's of Leadership Behaviors and HR Roles

Formula for a High Performance Team

Toxic Behaviors

Employee Satisfaction

Great Service Checklist

Staff Pulse

Personal Resilience Skills

Rate yourself in the following areas using these criteria:

Little You have little experience, limited training.
Some You know skills, but don't always practice them.
Skilled You use strategies because it makes sense to do this.
Expert You are exceptional.


Personal Management Skills (organizing time and energy)

1.  Placing a high value on self-investing energy wisely:  not wasting energy on hopeless courses of action.
2.  Visualizing or mental preparation:  moving toward goals after considering alternatives.
3.  Commitment control:  saying "yes!" and saying "no" when appropriate or offering alternative strategy if "no" is not acceptable.
4.  Pacing inner rhythms:  controlling speech and tone.
5.  Time estimating and control:  setting priorities in small increments of time.

TOTAL = N/A  (20 points possible)


Attitude building skills (Whoopee! factor)

6.  Open-mindedness and listening:  seeing other points of view.
7.  Reconciliation and acceptance:  allowing for differences and separations; "saying goodbye" and moving on.
8.  Good will and humor in crisis:  laughing, smiling, and being creative in a crisis.
9.  Positive self-talk and play:  dancing, singing, and cheering on!
10.  Maintaining perspective for the long run:  accepting your own limits.

TOTAL = N/A  (20 points possible)


Physical relationship to self -- building up strength for difficult jobs and demanding workloads; increasing stamina and overall health

11.  Making contact with others:  reaching out and giving assistance or getting assistance.
12.  Assertiveness and renegotiation skills
13.  Holding your own:  being clear and persistent regarding "right thing" to do
14.  Knowing when to back off and avoid conflict:  "choosing your fights carefully...".
15.  Creating accountability group or support systems with team members:  helping each other and sharing feedback on above skills.

TOTAL = N/A  (20 points possible)


Interaction Skills -- interacting with others

16.  Making contact with others:  reaching out and giving assistance or getting assistance.
17.  Assertiveness and renegotiation skills
18.  Holding your own:  being clear and persistent regarding the "right thing" to do.
19.  Knowing when to back off and avoid conflict:  "choosing your fights carefully...".
20.  Creating accountability group or support systems with team members:  helping each other and sharing feedback on above skills.  In how many of the four skill categories are you proficient?

TOTAL = N/A  (20 points possible)


Personal Resilience Skills Inventory Results

N/A  points in Personal Management Skills  (20 points possible)
N/A  points in Attitude Building Skills  (20 points possible)
N/A  points in Physical Health Skills  (20 points possible)
N/A  points in Interaction Skills  (20 points possible)

N/A  Total Points  (80 points possible)