A3

Any time, Any place, Anywhere. .

AAA
Alive, Alert, Aggressive.

ABC
Always Be Closing. Airway, Breathing, Circulation

ACRONYM
Abbreviated Coded Rendition Of Name Yielding Meaning.

ADDIE
Analysis, Design, Development, Implementation, Evaluation. The process of innovation

AIDA
Attention, Interest, Desire, Action.

AKA
Also Known As.

ALF
Always Listen First.

APE
Attentive, Peripheral, Empathic. The three main types of listening. Empathic listening is the
skill of understanding meaning and motive in another's words, a considerably powerful ability.
ASK
Activity, Skills, Knowledge. Attitude, Skills, Knowledge.

ATNA
All Talk No Action.

AWOL
Absent Without Leave.

BASIC
Beginners All-purpose Symbolic Instruction Code.

BEER
Behaviour, Effect, Expectation, Results.

BENDWIMP
Beliefs, Evidence, Needs, Desires, Wounds, Interests, Mentors, Proud of.

BOCCA
Belief, Optimism, Courage, Conviction, Action. For the process of change.

BODMAS
Brackets, Order (means power, e.g. power of two shown as 2), Divide, Multiply, Add,
Subtract.

25 + 33 ÷ 11 x (27 ÷ 9)2
  starting formula
-2

B 25 + 33 ÷ 11 x (3)2 - 2
Brackets first, giving:
Order (power) next,
O 25 + 33 ÷ 11 x 9 - 2
giving:
 D Divide next, giving: 25 + 3 x 9 - 2
M Multiply next, giving: 25 + 27 - 2
A Addition next, giving: 52 - 2
S Subtraction next, giving: 50

BOOSTER
Balanced, Observed, Objective, Specific, Timely, Enhancing, Relevant. Useful acronym for
coaching and giving feedback to people.

BRAN
Benefits, Risks, Alternatives, Nothing. Decision-making aid, applicable and useful for all sorts
of situations.

DIN
Do It Now.

DMAIC
Define opportunity, Measure performance, Analyse opportunity, Improve performance,
Control performance. The Six Sigma process improvement model

DRAW
Dignity and Respect At Work.

DREAM 
Dedication, Responsibility, Education, Attitude, Motivation.

DRIVE
Define, Review, Identify, Verify, Execute.
DRIVER
Documents, Records, Interviews, Visuals, Evaluation, Review.

EPACA
Evaluate, Plan, Action, Check, Amend. .... The helix of continuous improvement.

ERIC
Emotional Reaction Impedes
Control.

FAB
Features, Advantages, Benefits.

FIFO
First In First Out.

FILO
First In Last Out.

GOAT
Greatest Of All Time. Goals, Objectives, Aims, Targets.

GOSPA
Goals, Objectives, Strategies, Plans, Activities.

GROW
Goals, Reality, Options, Will.

HOLLAND
Hope Our Love Lasts And Never Dies.

IDEA
Identify, Design, Execute, Augment.

IDEAL
Identify, Define, Explore, Action, Lookback.

IMCIS
Identify, Manage, Change, Improve, Show. The basis of the Japanese approach to TQM, as in:
Identify customer-supplier relationships, Manage processes, Change culture, Improve
communications, Show commitment.

ITALY
I Trust And Love You.

KAS
Knowledge, Attitude, Skills.

KASH
Knowledge, Attitude, Skills, Habits.
KEY
Keep Extending Yourself.

LASER
Light Amplification by the Stimulated Emission of Radiation.

LAST
Listen, Advise, Solve, Thank.

LEAR
Listen, Empathise, Ask, Resolve.

1. Listen - You must show serious and honest concern for the customer seriousl, which you
will begin to do by listening. By listening actively you also take the first step towards
diffusing customer upset or anger.
2. Empathise - Put yourself in the customer's shoes and see the situation from their
perspective. Showing genuine concern and understanding is vital for empathy.
Understanding is not necessarily the same as agreeing, which can be important where the
issue needs investigating before finally resolving.
3. Ask - Ask Questions: ask open questions (what, how, etc) to diagnose the situation or
request, and never attempt to interrupt, or justify your point or argue. The customer is not
interested in your point of view - the other person wants you to understand them, not
present a defence or a counter-argument.
4. Resolve - Resolve the problem to the customer's satisfaction as quickly as possible.
Consider the value of the customer and not the cost of resolving this particular issue.

MMM or 3M
Measurable, Manageable, Motivational.

MOP
Measure Of Performance.

NIGHTMARE
Negative, Ignorant, Greedy, Hopeless, Thankless, Miserable, Angry, Rude, Envious.

 Negative (instead - be positive - 'always look on the bright side')

 Ignorant (instead - seek knowledge and wisdom, and people will seek you)
 Greedy (instead - give rather than take - karma - what goes around comes around)
 Hopeless (instead have hope - dream - imagine who you can be and how you'd want to be
remembered)
 Thankless (instead be grateful - appreciate life - we are blessed compared to most of the
world)
 Miserable (instead be happy - spread smiles - be fun to be with)
 Angry (instead, tolerance and patience are very powerful habits in life)
 Rude (instead be kind and considerate to others - 'do as you would be done by')
 Envious (instead, strive to be someone others look up to - envy nothing and no-one - be
your own person)

NINJA
No Income, No Job or Assets.

PANIC
Pressured And Not In Control.

PEST
Political, Economic, Social, Technological.

P4 (PPPP)
 
Purpose, People, Planet, Probity (or Purity or
Principles)..

PPPP or The Four P's

Product, Price, Promotion, Place. The essential ingredients of the marketing mix, and the start
of 75% of all marketing presentations.

PRIC
Problem, Rectification, Investigation, Correction.

PRIDE
Personal Responsibility In Delivering Excellence.

RADAR
RAdio Detection And Ranging. Results, Approach, Deployment, Assessment, Review.

RISK
Reasonable? Identify, System, Knowlege.

 R - Is it reasonable to classify the issue(s) as a real risk?

 I - Assuming the risk is reasonable identify its nature, implications, avoidance, and
remedial measures.
 S - Develop a system for this, or incorporate into existing risk systems (e.g., describe,
assess, manage, evaluate.. 'DAME' - or alternative system according to local situation.)
 K - Ensure knowledge of the above is extended appropriately.

RTQ2
Read The Question Twice.

7S
Skills, Strategy, Structure, Style, Systems, Staff, Shared values.

SCUBA
Self-Contained Underwater Breathing Apparatus.

SMART 
Specific, Measurable, Agreed, Realistic, Time-bound.

SMARTER
Specific, Measurable, Agreed, Realistic, Time-bound, Ethical, Recorded.

SOAR/SOARR
Situation, Opportunity, Action, Result, (Reflect).

SONAR
SOund NAvigation and Ranging.

SQ3R
Survey, Question, Read, Recall, Review.

STEPPPA
Subject, Target, Emotion, Perception, Plan, Pace, Adapt/Act.:

 Subject - validate the subject (the issue or matter) for the person being coached
(coachee).
 Target - validate or help to establish the specific target (or goal) of the coachee - called
target identification.
 Emotion - ensure emotion is addressed and resolved relating to the coachee, the issue,
and the target, which if appropriate should be re-evaluated.
 Perception - widen the perception and choice in the mind of the coachee.
 Plan - help the coachee establish a clear plan (process with steps, not choices).
 Pace - include pace (timescale and milestones) in the plan - (the two elements of plan
and pace can be combined, and are sometimes expressed as P2).
 Adapt or Act - review plan, adapt if necessary, before committing to act on the plan
(equating to action).

STM
Skill, Task, Measure.

SUCCESS
Sense of direction, Understanding, Courage, Charity, Esteem, Self-confidence, Self-
acceptance.

SWOT
Strengths, Weaknesses, Opportunities, Threats.

TAPES
Technique And Practice (or Pressure) Equals Skill.

TEAM
Together Everyone Achieves More. Teach Everyone About Motivation.

TED
Tell me, Explain to me, Describe to me..

TIP
Theory Into Practice.

TQC
Total Quality Control.

TQM
Total Quality Management.

TQMS
Total Quality Management System.

TTS and CCC

Teams, Tools, Systems and Culture, Communication, Commitment. The hard and soft
elements of the Total Quality Management model.

UMBRO
yoU Must Be Really Old.

YAHOO
You Always Have Other Options.

AIR INDIA
After I Return I'll Never Do It Again.

KLM
Keeps Losing Money.

LOT
Lot Of Troubles.

PAL
Plane Always Late.

ADIDAS
After Dinner I Did A Shit. A Dog Is Dirty And Smells

AIG
Arrogance, Ignorance and Greed.

DHL
Drop, Hide and Lose/Don't Hurry Lads.

ENGLAND
Every New Guy Lasts About Ninety Days.

IBM
I'm in Blue Material. I've Been to Manchester I've Been Moved
ACT

 Action
 Changes
 Things

PRIDE

 Personal
 Responsibility
 In
 Delivering
 Excellence

SMILE

 Special
 Magic
 In
 Living
 Everyday
PEACE

 Pray
 Everyday
 And
 Cherish
 Everyone

GREAT

 Get
 Really
 Excited
 About
 Today

TRUE

 Trust
 Releases
 Unbelievable
 Enthusiasm

PURE

 Purity
 Unleashes
 Remarkable
 Energy

SPRINT

 Special
 People
 Recognizing
 Individually
 the
 Need
 for
 Togetherness
NAME

 Not
 Another
 M
 E

RARE

 Random
 Acts
 Of
 Recognition
 Everyday

PEACE

 Pursue
 Excellence
 And
 Cherish
 Everyone

HUG

 Hearts
 Understand
 Goodness
LEAD

 Learn
 Educate
 Appreciate
 Develop

PEOPLE

 People
 Expect
 Openess
 Passion
 Love
 Excellence

STATE

 Staying
 Together
 And
 Trusting
 Everyone

HOPE

 Hanging
 Onto
 Positive
 Expectations
FARM

 Families
 Are
 Really
 Magical

HOPE

 Hanging
 Onto
 Positive
 Expectations

SMILE

 Special
 Magic
 In
 Loving
 Everyone

EGO

 Edging
 God
 Out

PHD

 Preserve
 Human
 Dignity

MBA

 Mop
 Bucket
 Attitude
FAITH

 Faith
 Always
 Is
 The
 Healing

PHD

 Poor
 Hungry
 Driven

TEAM

 Together
 Excellence,
 Apart
 Mediocrity

PEACE

 Pursue
 Excellence
 And
 Cherish
 Everyday
CARE

 Choices
 Attitude
 Responsibilities
 Excellence

PAT

 Passion
 Attracts
 Togetherness

WIT

 Whatever
 It
 Takes

ONE

 Only
 Now
 Exists

LIFE

 Live
 It
 Fully
 Everyday
HOPE

 Helping
 Others
 Pursue
 Excellence

TNT

 Today
 Not
 Tomorrow

FACT

 Fast
 Action
 Changes
 Things

GRACE

 Greatness
 Results
 After
 Choosing
 Excellence
MAGIC

 Miracles
 Always
 Greet
 Intensive
 Commitment

HIRE

 Hire
 Integrity
 Responsibility
 Enthusiasm

HIRE

 Honesty
 Integrity
 Respect
 Ethics

FAITH

 Faith
 Always
 Is
 The
 Healing
GREAT

 Get
 Really
 Excited
 About
 Today

PEACE

 Pray
 Everyday
 And
 Cherish
 Everyone

SEEK

 Showing
 Enthusiastic
 Expressions
 of
 Kindness

PACT

 Personal
 Accountability
 Changes
 Today – Tomorrow – Teams
MAGIC

 Magic
 Always
 Greets
 Intensive
 Commitment

PUSH

 Pray
 Until
 Something
 Happens

TEACH

 Trust
 Empowerment
 Appreciation
 Communication
 Humor

STAR

 Show
 Thankfulness
 Appreciation
 Respect
LIFE

 Living
 In
 Full
 Effectiveness

PNP

 Plant the seeds of friendship.

 Nourish the seeds by performing random acts of appreciation daily.
 Pick the fruits of the relationship.

PEACE

 Pursue
 Excellence
 And
 Cherish
 Everyday

CEO

 Chief
 Entertainment
 Officer