Interpersonal Skills 1

Colleagues and Customers

Interpersonal Skills&

Personal Presentation

Interpersonal Skills 2

TYPES OF CUSTOMERS Internal customers –

workmates/colleagues External customers and clients Members of other hospitality and

tourism industry sectors Individuals and groups such as

consultants/committees Government organisations Local residents Visitors Media

Interpersonal Skills 3

Interpersonal Skills

Communications Personal

presentation and grooming

Attitude Customer Focus Social Interaction

Behaviour/Manners

Self Concept Teamwork

Interpersonal Skills 4

Standards of personal presentation

Factors to consider include: Enterprise/establishment

requirements and standards Work location/job function OHS Issues Customer expectations of

standards

Interpersonal Skills 5

PERSONAL PRESENTATION

ClothingClean, pressed and in good repair

ShoesShould be clean, in good repair and suitable for your work

Hair and Grooming Clean Hands and nails Minimum Jewelry Correct

posture/deportment Follow any appropriate

OHS issues

Interpersonal Skills 6

HEALTH AND HYGIENE

Good Skin Care Personal

Freshness/hygiene – pleasant body odour

Good oral hygiene - looking after your teeth

Attention to hair care and styling

Nail and hand care

Interpersonal Skills 7

Etiquette and Manners The principles of good manners is they should demonstrate

appropriate behaviour – What do you think is good manners? Rules of etiquette are accepted as the benchmark – follow to the letter

of the law Demonstrate your good manners by not only saying the right thing –

but doing and meaning them Points to remember include:

Forms of address and conversation Making introductions Getting names rightPERSONAL CONDUCT Punctuality Apoligising Giving praise Pointing Grooming in public Swearing Personal questions

Interpersonal Skills 8

SELF CONCEPT

Is how a person feels about themselves AND what they think about themselves!!!!!

How do you see yourself? One positive comment about your

appearance

One positive comment about your personality

One skill you have

Interpersonal Skills 9

SELF CONCEPT

We can have either a POSITIVE OR NEGATIVE Self Concept about

ourselvesPerceptions can include:

Who you are What you stand for

Where you live What you do

What you value What you believe

Interpersonal Skills 10

What are the benefits of a positive self concept?

You are more confident, have greater motivation and find you are able to

communicate with other people more effectively

Interpersonal Skills 11

SELF DEVELOPMENT

SELF IMAGE

SELF MOTIVATION

SELF CONFIDENCE

Interpersonal Skills 12

HOW YOU CAN DEVELOP A POSITIVE SELF CONCEPT?

Identify your strengths and build on them

Identify your weaknesses and look for ways to overcome them

Complete appropriate training to develop your skills

Set goals and achieve them