2. Interpersonal Skills

8/8/2019 2. Interpersonal Skills

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Work with customers and

colleagues

2. Develop interpersonal skills

.


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On successful completion of this lesson you will be able to;

Use appropriate language and tone

Maintain personal presentation standards


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Interpersonal Skills

are those skills that help us communicate and

interrelate with other people.

are defined by our actions, the words use, ourpersonal presentation and our behaviour

are skills we can acquire and skills that help

determine our professionalism


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Interpersonal Skills may include,

Effective communication through -Appropriatelanguage and tone (What we say and how wesay it), body language (non-verbal

communication) and listening skills Improved personal presentation through

poise, deportment and personal hygiene

Being polite and courteous Team work

Effective social interaction


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Interpersonal skills

How we use these skills determines their

effectiveness and impact on others

and successful application of these skills in the

workplace demonstrate our professionalism


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Developing Interpersonal skills

requires

honest self- evaluation,

an acceptance that change may be required insome aspects of our behaviour- recognize a

need

time and effort


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Developing Interpersonal skills

Interpersonal skills can be developed through,

formal study or short courses

workplace experience and observation cultural sensitivity programs

mentor programs

professional personal development programs


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Maintaining Personal Presentation

Standards

IMPORTANCE

the way we look communicates a lot about us

when people look at us, they immediately

begin to form an opinion about us this is

theirperception of who and what we are

this impact on the way we are received and

treated


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Maintaining Personal Presentation

Standards

Personal Presentation Standards Standards refer to the minimum required level of

quality or output- here the way we look and present

ourselves Industry standards refer to the standards expected

across the entire industry, irrespective of the sector.

Enterprise standards set by the individual enterprise

that determine, for example, the quality of serviceoffered and employee personal presentation- vary onlocation, image, customer base


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Factors effect on Personal Presentation

Standards

Occupational health and safety issues: to ensurewe present ourselves in a way that is safe for ourcolleagues, our customers and us

Work location: dress in a manner suitable to thearea

Customer expectations: the sector in which wework and the target market

Specific work functions: Front office staff arerequired to observe a high level of presentationthan the back of house area


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like our behaviour and communication skills, the

way we look and smell is all part of the bigger

picture when it comes to interpersonal skills


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Personal Presentation and Hygiene

Grooming

grooming is the attention to detail we

give to how we look

in the Hospitality industry the standard

of grooming and hygiene expected

includes: Bathing, Clothing, Shoes, Hair,

Hands, Body odour andOral hygiene


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Personal presentation in business

four common mistakes people make in

business dressing are:

dressing glamorously

dressing poorly or too casually

dressing to depict some you are not

Shaving/ grooming


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Grooming cont.....

Accessories Shoes

Should match the colour of a hemline or be darker

Coloured shoes can be used as a contrast i.e.Matches a blouse

Avoid white shoes for work

For business a closed-toe court shoe or a sling-back

Black, brown and dark blue are safe options and are

easy to co-ordinate with outfits


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Grooming cont.....Accessories

Colours

Textures

Size Stripes and dots

- Matching Vs. Contrasting

- Trend setter Vs. Trend follower- Breathing life in to your strict business suit.

(colourful personality)


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Grooming cont.....

Accessories Jewellery

The jewellery should be simple and elegant

Button style earrings in gold silver or pearls aresuitable

Necklaces- single strand of pearls, gold or silver

chain which is not chunky

One bracelet- not the dangly type Not more than two ring for both hands


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Facial expressions

When a chimpanzee focuses on a problem, it

will often scratch its head and open its lips

slightly, just as we do.

A gorilla in a deep contemplation. Such

expressions were inherited from a common

ancestor of


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Lasting impressions

Smile !!


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Occupational Health and Safety

Implications

Maintaining personal presentation standards is

not just about good grooming though; there are

also legal implications to consider

under the various occupational health and safety

Acts in each state and territory, employers have a

responsibility to their employees to maintain a

safe and healthy work environment, and theemployees have the same responsibility to each

other and their employer


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Some of the ways in which the various

occupational health and safety implication

affect employees,

Using and/or wearing the correct protectiveclothes and equipment during work

taking regular breaks when required so as toprevent fatigue

seeking medical advice for illness rather than

affecting other employees ensuring all clothing is neat and tidy so that

there is less chance of it catching in equipments


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Now, you could be able to:

Practise high standards ofpersonal

presentation according to organisational

requirements, work location, impacts on

different types of customers and specific

requirements for particular work functions.


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Source: Road to Hospitality

(An Australian book)

Documents

2. Interpersonal Skills