CVA Express

Date: July - Sep. 2007

Inside this issue:

New Staff

The CVA family wishes to extend a warm welcome to all new members of staff. Let us join together to give them our full support and co-operation.

Kevin Evangelist - Maintenance Officer

Andy Joseph - Maintenance Officer 

William Cassie - Carpark/Utility Officer

Ayana Best - Stores Supervisor 

Duane Best - Stores Clerk

Kori Richards - Stores Clerk

Keisha Phillip - Cashier (Drive-Thru)

 Kevon St. John - Pharmacy Clerk (Drive-Thru)  

Giselle Mendes - CSR Supervisor

       Althea Alexander - Personal Assistant           (Dr. P. Henry)



General Information

Personnel Manual: Operation Addendum July 2007

The Personnel Manual has been updated to reflect the recent changes with regard to the Categorization of Absences. These changes have been added as an Operation Addendum - July 2007 in the Personnel Manual.

The updated information is as follows:

Continuous Sick Leave Absence:



Ready Reference: Employee Duties and Rights

Employee Duties Part II, Section 10

 Rights of Employees Part III, Section 15

Under the Act an employee may refuse to work or do particular work where he has sufficient reason to believe that –

 If any employee refuses to work or do particular work he has the responsibility to immediately report the circumstances to his employer representative, and


Winning with People: Winning Words & Phrases

Most of us have heard the old saying, "It's not what you say, but how you say it." Truer words were never spoken. Your choice of words plays a profound role in how well you connect with other people. They communicate messages about your attitude, your education and your personality. The right choice of words can open a myriad of doors for you. Saying things the wrong way, however, can sometimes have the exact opposite effect you were hoping for.

For example, imagine you have a customer who has an issue that you don't have the authority to deal with. Here are three different ways to communicate this to your customer:

a. "You're going to have to talk with my manager. She'll deal with you."
b. "My manager will be back in ten minutes. Talk to her."
c. "I think the person who can best help you is my manager. She should be back in ten minutes if you'd like to wait."

Hopefully, the best answer (c) is obvious. But it's amazing how frequently we hear people who don't make the effort to choose their words judiciously. Want to improve your connection with other people?

Here are three words & phrases that most often have positive outcomes:

1. "Excellent"

Rather than just saying "Thanks" the next time someone does something for you, or gives you something; say "Excellent! Thanks!" and watch how positively the person responds.

2. "Absolutely," "Of course!" "It would be my pleasure"

The next time someone asks if you can do something, go a step further than just saying "yes." These words send the message that, not only will you do it, you're happy to do it.

3. "I want to get this right for you"

If you're asking someone to wait while you look something up for them; or if you're taking a little more time getting something done than anticipated, this phrase helps turn it into a positive. It's the difference between: "Can you give me a minute while I look this up?" and "Can you give me a minute while I look this up? I want to get this right for you."

"If there's more than one way to say something, why would you not choose the better way?"

Belding Skills Training & Development - www.








Identifying yourself and taking steps to change.

  • Do you set unrealistically high standards that make it difficult for you to start a project?

  • Do you get lost in details and find it difficult to get a project finished?

  • Do you leave projects for the last minute hoping that time pressure will motivate you?

  • Do you take on so many projects that you can't focus on what needs to be done?

  • Do you avoid doing projects because you are angry that you need to do it?

  • Do you sometimes avoid a task because you fear doing it?

The reasons for procrastination are many, with the basic ones being perfectionism, fantasizing, fear, crisis making, anger, overdoing and pleasure seeking.

Perfectionism: This is probably one of the more common reasons for procrastinating.  The perfectionist avoids starting a task because they worry that they might fall short of their own high standards. A perfectionist will become absorbed in the details attempting to control every aspect of the task and ignore moving a project along until the very last minute.  They don't have to face their fear of imperfection if the task doesn't get done.

Fantasizing: These individuals are better at dreaming than in dealing with reality.  They find it difficult to turn their grandiose thinking into clear concrete plans for action.  They can make bosses happy with their great and grand ideas, but later make them frustrated with the lack of results.

Fear: This person actually procrastinates because they fear doing the task or project at hand.  The task has moved them out of their comfort zone and the thought of doing it freezes them into immobility. You often see this occur when people procrastinate making phone calls to others when they fear that the other party may not like what they have to say.

Crisis Maker: These people believe that they can not get motivated until the very last minute.  They make others mad because they manufacture a crisis and then solve it at the last minute making themselves look good in the process.  To start a task early is just too boring for them.

Anger: The angry person resents having to do the task in the first place.  They therefore don't do it out of spite and anger because they feel by doing it they will be giving in to the person that they are angry at.  If they do the task because they have too, it is likely to be done wrong or incompletely.

Over doers: The over doer avoids, but they will never admit it, by taking on other less or important tasks or projects.  They avoid the task by doing more tasks.  Their excuse of why they are late, is that they just have too many things to do.

Pleasure Seeker: This person's priority is to seek positive over negatives at all times. They delay because there are more fun things to do to fulfill their immediate gratifications than the project you gave them.  These people turn in projects that obviously show that their hearts were not in it.

Identify the procrastination style that best fits you and check below to find ideas on how to change.




If you feel that you procrastinate because you worry about not performing up to your own high standards, then what you need to do is to start looking at the "shoulds" and the "oughts" and the "musts" that are telling you how perfect the project must be done.  Substitute instead word phrases such as, "It would be nice..." and "Hopefully it will turn out..." and "Lets see how it turns out...."  Set yourself up two deadlines.  The first deadline being your own deadline date for the project and the second one being the real one.  Your goal is to aim at meeting your deadline, and your reward for meeting that deadline is that you can have extra time to make the project perfect before it is actually due.


Work at coming back down to earth a bit or a lot.  Your goal is to monitor your talk so you avoid biting off more than you can chew.  Fantasize more in your head than out loud in a meeting.  If you find yourself in a bind by not being able to produce what you convinced others of, go and tell them that you now realize your project needs to be broken down into smaller tasks, with the ultimate goal of getting the whole project done. Set up earlier deadlines than what the real deadline is for the project.  In that way, if you meet your early deadline, you will have time to attempt to expand the project into something bigger.


First say to yourself that fear is good.  Go ahead and say it, "Fear is good."  Why?  Because fear makes us grow the same way that water and sunlight make a plant grow.  By overcoming fear we conquer it and defeat it.  So it is better to defeat it earlier than later right?  Yes, because fear can grow like a snowball going down hill if it isn't stopped early.  So as soon as you sense fear, that means "GO" and not "stop."  Just do it!  Your reward is a sense of relaxation that the fear is gone and it probably wasn't as bad as you thought it would be.  Remember that 90% of what you worry about never happens, and the other 10% happens but it is never as bad as you thought it would be.

Crisis Maker:  

Your goal is a difficult one.  Because you have probably spent many years feeling thrilled (rewarded) by being under time deadlines.  Hopefully you have had a recent failure that is causing you to think about giving yourself more time to prepare.  Perhaps you made a speech and because you weren't prepared you felt that others knew you were lost and didn't know what you were talking about.  You have the task of setting early deadlines and creating rewards for yourself if you are prepared ahead of time.  Perhaps you can reward yourself by going skydiving or mountain biking to help you get that adrenaline rush you crave.


Work to shift your focus of anger away from the job task and onto the person that you feel angry toward.  This might mean that you talk to the person that you feel angry towards, to attempt to resolve your feelings.  If that is not possible, attempt to see a personal worth or reward in the project that you are doing.  Attempt to see something that you can gain by doing it. When you have completed it and are going over the outcomes with your supervisor, show pride in how well it got done and talk about the enjoyment you attain by doing it.

Over doers:  

Have the hardest time recognizing themselves as over doers because to them everything is important.  "How in the world could they ever let anything go, they tell themselves." "Just who else would do it!"  Prioritizing and delegating and saying "No" are not the over doers strong points.  But that is exactly what they need to do, but not all at once because the world just might stop spinning. Get paper and pencil and force yourself to prioritize what is really important and what is just busy work.  "Yes, busy work."  You no longer have the excuse, "I was just too busy to get that project done."

Pleasure Seeker:

Are you the grasshopper that played music all summer long while the ants stored away food for the winter time?  Remember, rewards come after work and not before work, just as desert comes after dinner. Usually the reward for not doing a task is the reward of avoidance of pain.  So you need to start by changing the word-feeling "pain" to a word-feeling that is not as bad as pain such as "temporary inconvenience."  Next visualize how good it will make you feel to have the task done, and then double your reward for a task done one time vs. the reward you would give yourself by procrastinating the task.  So, give yourself two scoops of ice cream instead of one.  And don't give up if you don't succeed the first time, or succeed on your first attempt only to fail on your second attempt.

 How to Prevent and Rid Yourself of Burnout...

  • Have you lost your enthusiasm for your work?

  • Is your work become more than a drag but a weight that gets heavier and heavier?

  • Are you feeling that you no longer get satisfaction from your job, or are you questioning the value of tasks that you perform?

  • Are you entertaining the thought of finding a new job? If so, you could be suffering from burnout and not necessarily from a bad job.

Symptoms of burnout:

* Do you no longer laugh or have fun at work?

* Are you more irritable toward coworkers or customers?

* Do you always see work as a chore?                                

* Do have you developed chronic worry about your job?

* Do you feel lethargic and empty in your work?

 What is burnout?

Burnout results when individuals experience increasing amounts of negative stress. Stress itself is a neutral event, and it is up to the employee to interpret the stress as either being helpful (positive) or unhelpful (negative). For example, you can have two employees each with the same job assignment and deadline, and each interpret the stress associated with the deadline differently. The employee who sees the stress positively feels motivated, energized, and excited. He or she is motivated to put in the extra work and hours to do their best work. They feel a strong sense of accomplishment when they are done. The employee who interprets the stress as negative, feels instantly overwhelmed, irritable, and starts to worry. They most likely put in the same amount of work into the project, but it is done out of fear and obligation and not out of purpose and meaning. At the end of the project, he or she will feel drained and not energized for the next project. Put enough of these projects (negative stresses) together and you have an employee heading for burnout.

Preventing and Ridding Yourself of Burnout:

Now here is the good news:

You are probably not burnt out due to your work or boss directly, but you are experiencing burnout by how you are coping with both the negative and positive stress in your job. Since you can rarely escape stress, it is extremely important to learn how to change the stress that you feel into either a neutral or positive force in your life.

Here are some suggestions on how you can change stress into a positive or neutral experience:

1.) One way to change stress is to change the way in which we interpret any stressful event. We change how we interpret an event by changing how we think about the event. Instead of saying, “I can’t do this, it won’t work out.” It is better to say, “I will break this project down into small steps and talk with my boss later to negotiate more time.” Even slightly changing how we “choose” to evaluate an event, will greatly decrease the amount of burnout we feel. Try to eliminate words and phrases such as, “hate,” “can’t stand it,” “no way,” etc...etc... Make a list of those negative words or phrases that you most often use, then flag them each time they are said, and replace them with a more neutral word or phase.

2.) Work to have fun at work. You do not need to throw a party, but you can have fun by talking with a co-worker, listening to music, and by just increasing those tasks that you do enjoy at work. Attempt to complete tasks that you do not enjoy right away, so you don’t think about them all day long. If you honestly cannot find anything you enjoy about your work, you might not be experiencing burnout at all, but a true feeling of needing a new job.

3.) Work to create job diversity for yourself. If you go in the same door every day, sit at the same desk, and start the day off with the same phone calls, is a routine that can easily lead to boredom. Add some job diversity to your day; for example, ask to change your start time, redecorate your cube, and ask to take on new job tasks. Do not ask to take on additional busy work, but ask to take on a new assignment you think you will enjoy.

4.) Realize that one reason that you are burned out is because you are a creative person whose creativity is not being used. So, be creative. Wear a unique necktie or outfit so you get some positive comments from co-workers. Be creative by looking at the work you are doing and think about how to modify it or improve it. Take these ideas to your supervisor and tell them that they will increase productivity or save the company money.

5.) Ask for some control in your job. If you need permission to take control, ask you employer to take a risk by allowing you to take control over your job for one week to see if production increases. If they will not allow complete control, ask for control only over one small aspect of your job. Then slowly ask for more and more until you have as much as you want.

Self Motivation: "No passion, no self-motivation"

The key to successful self-motivation is in hiring the right type of inner-coach. In order to help you hire the right type of inner-coach; there are five inner-coach qualities your should look for prior to hiring. If you hire an inner-coach who does not have these five qualities, you are only likely to destroy any self-motivation you presently have.

An inner-coach needs to incorporate the following qualities:

1.) Hire an inner-coach who can help you define your goals. If you do not know what you want, you will not have any achievement or success in your life. Also, look for an inner-coach who is interested in helping you define your goals and not the goals of your parents, society, or any other person.

2.) Hire an inner-coach who can break down your goal(s) into small components. If your goal is to start your own business, you will first need to set a number of smaller goals until your main goal is achieved. The general rule of thumb to follow is not to set any small goal that cannot be achieved within two weeks.

Here is a good interview question to ask a candidate you are considering hiring as your inner-coach. "Is it a good idea to set small goals that take a month or longer to complete?" A good inner-coach will tell you that if your small goal takes over a month to complete, it is not a small goal and it therefore needs to be broke down into smaller components.

3.) Hire an inner-coach who can help you remove the following words from your vocabulary: "should," "ought," "must," and "guilt." Why these words? If the goal you set is something you really want to achieve, you will not need to tell yourself you "should," "ought," or "must" do it. People who have achieved self-motivation achieve their goals because they have passion. Passion is the "emotional-gas" you have to help you achieve all your smaller goals and eventually your main goal(s). No passion, no self-motivation.

A good inner-coach also helps you to remove the word "guilt" from your vocabulary. Why should you not feel guilty about achieving your passion? Because your passion is your life. Achieving your true passion is on the same level as breathing, and you don't feel guilt about using up oxygen do you?

If you think that if you follow your passion you will take too much time away from your family, it is time to prioritize your priorities. Let go of less important priorities so you can spend more time with your family at the same time you achieve your goal(s).

4.) Hire an inner-coach who can help you not listen to the "nay-sayers," but encourages you to seek out the advice and wisdom form people who have achieved the goal(s) you are interested in achieving.

5.) Hire an inner coach who does not criticize effort, blame you for failures, or who encourages you to give up when the going gets tuff. A good inner-coach will help you to turn failures into learning experiences. Remember that failure is a perquisite before true success can be achieved.

Are you interested in hiring an inner-coach? Where can you find a qualified inner-coach to interview and possibly hire? Is there a certification board or inner-coach school that you can call to obtain a list? No, there is no inner-coach university.

The best inner-coach to hire is YOU!

You are the best inner-coach you can hire because who else knows your dream goals better than you do. Unfortunately, we all have a number of types of inner-coaches within us, and not all are there to help meeting our dream goal(s). Therefore, you will need to only listen to the advice of the inner-coach who can meet the five qualities that I have outlined, and fire any inner-coach who can't cut-it.

Gary Vikesland, MA LP CEAP -


Kimberly Toppin Carol Dalrymple Jefferson Val Bishop
Jenelle Guerra-Allamby Zoe Cupid Yolande James
Margaret Ramjohn Caroline Douglas Lee-Ann Douglin
Rafick Ali Martitia Wessels Nazreen Mohammed
Gabrielle Marshall Gillian Quammie-Simon Makita Price
  Michael Davis William Cassie
  Samantha Hinds  
  Onika Hazelwood  


Do you have any news, comments or suggestions you will like to share with us? 

Feel free to contact the Human Resource Department at or