For this issue topic, I believe, people's attitudes are determined by both their immediate situation & internal characteristics. We are not born with attitude but we develop it as we mature. Most of our attitude is shaped during formative years. Experience, education and environment, these are three most important factors which play a big role in building our attitude.

Some of the greatest buildings have strongest foundation. Just like that the foundation of success is attitude. Our immediate surroundings consist of school, home, media, religious background, work, cultural background, traditions, customs and beliefs, political environment, social environment, etc. , and every environment or place has its own culture. Culture in any place always goes top down, never bottom up.

We need to step back and look at what kind of environment we have created for ourselves and those around us. In a negative environment, it is tough to expect positive attitude. In positive attitude the marginal performer's output goes up and in a negative environment good performer's output goes down. Experience is also one of the factors that build our attitude. Our behavior changes according to our experiences with people and events in our life. If we good experience form somebody, our behavior towards him become positive and vice versa.

One more important point that counts towards people's attitude is Education. I'm talking about both formal and informal education. I talk of education in a broad sense. It makes the role of educator vital.

Knowledge strategically applied translates into wisdom and ensuring success. We are drowning in information but starving for knowledge and wisdom. Education ought to teach us not only how to make a living but also how to live. One more reason for my belied is that, having been exposed to a number of training programs such as customer service and selling skills, I have seen that there is one major challenge for these programs. None of them works well unless they have the right foundation and the right foundation is Total Quality People, people with character, integrity, good values and positive attitude. We do need these programs but we will not be able to put them into practice until we have the right foundation.

All programs teach their participants to say "please", "thank you", to give smiles and handshakes. But how long can a person keep on fake smile if he doesn't have desire to serve? Besides, people can see through him and if the smile is not sincere, it is irritating. So, my point is, there has to be substance over form, not form over substance. The environment is to please people and keep customers happy but when you don't have desire to serve in the way other people serve, you will not be able to work on it. I t well come lot easier when accompanied by a desire to serve and that is the internal characteristics of people with surrounding environment.