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INSIGHT


week to come: staff issues, customers who need to be made happy (often a complex task in our game) and I know one of my core values – customer service – will be offended. I am ordering in my head the most important things to get done and how I can manage the ‘pings’.


NOW THIS IS THE GOOD BIT – THESE ARE THE NUGGETS OF GOLD If you sift anything of value out of my article, sift this: l NUGGET NUMBER ONE: Pings are stressors or, more precisely, your reaction to them, which put your body automatically into defensive mode, fight or flight. It’s a handy tool to have if you are being chased by a tiger, but here is the thing to know – when you have a ping set off, and go into this defensive mode, you can’t do all the really cool stuff like being creative that makes life, or your job, fun.


l NUGGET NUMBER TWO: Pings occur when one of your core values has been assaulted. It’s that simple. I know my core values are family, being of service and having security.


30 MARCH | APRIL 2018


They are all related. Let me give you a practical example


that happens to me in my business. I make a promise to a customer and


we don’t deliver on it… the team knows, my customer knows… and everybody knows that I and my business strive to provide the best class in my industry. It’s my thing. It makes me tick. It’s a core value. When that core value is assaulted, i.e.


we let someone down, my go-to used to be anger. It would piss me off no end that it had happened. Now everyone around me knows


(because I communicated) that this is my core value and that of my business (so I am more likely to get the outcome). I know that letting down a customer and assaulting my core value of customer service is a massive ping for me. How does that help to know? Well,


knowing what the real pings are for you is half the battle. It helps you reframe the ping. So instead of getting really angry, which was my old go-to, I reframe that as, ‘Wow, that sucked. How can we do it better?’ And so, dear reader, as I drift here floating in a tin can, high above the


world (couldn’t resist that one) let me give you the executive summary: Communicate the outcomes you want


clearly and often to those around you and you are more likely to get them. Know what your core values are – write


them on a card and carry them around. Know what will ping you – remember


that pings waste your precious magic energy that lets you do the really cool fun stuff; so know them, reframe them and go back to the village a hero. l


Connect with other readers & comment on this article at www.livingnow.com.au


Craig Fallshaw, founder of Complementary Medicines Group, comes from a long line of Australian natural products


manufacturers. His industry career, spanning more than 25 years, began in the family business, a contract manufacturer founded by his grandfather in 1972. Craig, from Sydney’s Northern Beaches, is a keen photographer and loves employing his drone to photograph otherwise inaccessible places.


IMAGE:CRAIG FALLSHAW


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