Patton Associates S-M-A-R-TTip™

Assisting leaders to better engage their people in team customer service!

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Location: Toronto, Ontario, Canada

I am a people development coach and consultant ...The People Development Guy. I specialize in facilitating customer service-related human relations / people skills training programs that are powerfully effective cross-generationally. As well, I consult to organizations in the people development field. I also work with individuals coaching professionals & leaders in becoming better at what they do. I also teach part-time at York University in Toronto. To re-create, I love to hike, ride my bike, and explore good books. I also avidly read health labels!

Sunday, September 18, 2005


Gary Patton
Customer Care Specialist

Friday, September 16, 2005

"Unmasking Narcissism!" - September 2005

Do you notice a disturbing trend towards greater self-centeredness in some of your staff and customers? Do you sometimes feel people are less forgiving than they used to be? Do some you deal with project a demanding trait of entitlement?

Some social analysts believe that today's culture is characterized
by youth and adults who are obsessed with seeking self-fulfillment and are motivated by an exaggerated sense of self-importance. If they are correct, what implications does this have for hiring "the right staff" and training them to deal with customers.

In his article, "Unmasking Narcissism: The Ultimate Act of Repentance in a Consumer Culture", Chuck Romig (MA ’79) discusses what some are calling "Narcissistic Entitlement Syndrome (NES)". In it, he briefly analyzes its dimensions, implications, and solutions. Hopefully, it will be as informative and instructive for you as it was for me.

Staff with the 'right attitude' and training are more able to manage their own NES tendencies and deal more appropriately with them in their internal and external customers. Contact me and ask how my WE CARE process can help you help your staff serve better. You also could drop me a line and I'll send you a brief report that analyses the impact of NES in young professionals.

Now It's Your Turn!: In what kind of narcissistic behaviours do you see managers in your organization engaging? What do you think and feel about what Mr. Mullich shares in his article? (My 'Comment Section', in which you can share anonymously, will open to you when you click on "comments" immediately below this post.)

Until next time, how can I help you? (You can contact me by clicking here. Also, contact me directly to be added to Patton Associates’ S-M-A-R-TBriefing™ Mailing List. Check out recent samples here.)