When all else fails have a SODA.

“I realized that when I stopped to observe what is and avoided my usual angry, knee-jerk reaction, I could decide the best course of action.”

Excerpted from the book, The Napkin, the Melon & the Monkey

On the drive to work one morning, Olivia had a chance to try out the mindfulness technique that her friend Isabel had told her about. Usually when she got behind a pokey driver on the freeway, she would get angry and crowd their bumper or flip them off until they moved out of her way. By the time she arrived at work she was already in a bad mood.

Tired of feeling cranky and out of control, she decided to follow her friend’s instructions for remaining calm in difficult situations. Merging on to the freeway, she found herself driving behind a little old lady in an ancient Buick going dangerously slow. She started to get angry. But she stopped herself so that she   to see the situation clearly. The woman was obviously disoriented and most likely lost. Once she appreciated the woman’s predicament, instead of reacting with her usual anger, Olivia responded with kindness. She remained behind the little old lady until the woman could exit to safety.

Olivia went on to get amazing results when she applied the technique that she later came to know by the acronym, “SODA.” (Stop for a nanosecond to Observe the situation for what it is, then Decide on the best course of action and Act with confidence).

SODA, or staying in the moment to see situations for what they are, is not a new concept. Actually, the idea of “mindfulness” has proved so useful, it has been around for 2500 years. The British War Ministry deployed the same idea in a propaganda campaign at the beginning of World War II. They issued posters that read: “Keep calm and carry on.”

This week try using the ancient SODA technique in challenging situations and see what a difference it makes in your stress level. You will discover what the Brits did. That staying calm and carrying on even when bombs are falling really does work. I’m guessing it is that attitude that helped them win the War.

How do I use The Napkin, the Melon & the Monkey to make a difference in customer service?

Several readers of my blog have asked me how they can use the book with their employees. Click on this link for a free PDF: 15-Ways-The-Napkin-the-Melon-and-the Monkey Since the book was released in mid-2006, an estimated 100+ supervisors and managers of customer service contact centers have thought of many creative ways to use it with their teams to create employee engagement and increase customer satisfaction.