Summary of the book

The Napkin, The Melon & The Monkey

By Barbara Burke

As a new customer service agent, Olivia has been trained to handle irate customers in a calm, professional manner. But one day she loses control and yells back. Terrified that she’ll be fired, she seeks out Isabel, the call center’s sage.

The extraordinary advice she receives from her wise mentor changes her life:

• SODA (Stop. Observe. Decide. Act) — a sure-fire formula for remaining calm in any situation
• Unplugging — a centuries-old practice to reduce anxiety and promote creativity
• Aha!s — 22 practical insights that become the framework for living a happy life

This modern-day fable shows us that the best way to reduce stress is to cultivate mindfulness. While we cannot control much of what happens, we can get better outcomes if we stop to see situations clearly and calmly.

This book serves as both a powerful resource for business professionals looking for practical, easy-to-use tools for dealing with difficult people and an inspirational tale for those who want better relationships and a happier life.

From the Cover:

Wouldn’t it be nice if you could become happy and successful
by simply changing your mind?

Meet Olivia, the newest hire at Mighty Power’s customer service call center. Excited to have a stable job and a good salary, Olivia starts out with a sunny disposition and a can-do attitude. However, the constant barrage of angry calls from frustrated customers soon wears her down. Instead of handling these irate customers in a calm, professional manner, as she was trained to do, she loses her temper and strikes back.

Terrified that she will be fired for her behavior she asks Isabel, an experienced rep and the call center’s wise woman, for help. The extraordinary advice she receives changes her life, and may change yours, too.

In this modern-day parable, author Barbara Burke introduces 22 unforgettable life lessons that are the framework for living a happy, struggle-free life. We learn that while we have no control over much of what happens to us in life or the behavior of others, we can choose our reaction. The secret to success is being able to stop long enough to see situations clearly—to see “what is.” Making this one small change gives us the power to make better decisions and get better outcomes. Being more mindful enables us to handle even the most challenging interactions with customers, co-workers, friends, and family with grace and ease. The Napkin, The Melon & The Monkey serves as both a powerful resource for business professionals looking for easy-to-use tools to sharpen their “inner game” and as an inspirational tale for those who want better relationships and a happier life.

Top 7 Reasons Why
today’s leaders unleash the ancient power of fables and parables

1) Stories have a unifying effect on groups of employees. The shared experience provided by reading the same story creates an instant connection.
2) Stories validate the employees’ experiences. It is reassuring to know that many of our hopes, dreams, disappointments and experiences are shared by others.
3) Stories help leaders and their employees communicate: Realizing others feel the same way makes it easier for employees to talk about our own situation.
4) Stories provides a unique vocabulary. When we read the same story we have a shared vocabulary that can be referenced again and again.
5) Stories are easy to read. Unlike other “business” books these simple stories are informative,  entertaining and easy to relate to. (Even “non-readers” say they enjoy them.)
6) Stories and the lessons they offer, apply to all areas of the employees’ lives. Employees are more motivated to read books that aren’t “just about work.”
7) Stories have been used for thousands of years as a powerful vehicle for sharing knowledge and teaching life lessons. Simple, easy-to-read wisdom stories are even more relevant today.

“My team was a lot like the “fighting melons” in the story. Their constant nitpicking and gossip was affecting our performance. It took reading The Napkin, The Melon & The Monkey to get my team talking about what really mattered to them. They had something they could all focus on. This book really hit them where they lived.”
– Mike B., contact center supervisor