Ppt for Grooming School

7/27/2019 Ppt for Grooming School

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Research shows, communication is

body language

55%

words

7%

style

38%

Communication Skills


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Why Communication

to express our emotions

achieve joint understanding to get things done

pass on and obtain information

reach decisions develop relationships



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Home Truths about Communication

Good Communication cant exist

without honest listening

We do not try HARD to get our

message across

We do not take advantage of

various media available to us

We all could improve ourcommunication skills

It cannot be perfected



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Ways & effects of Communication

More Flexible, Less Accurate butresponsive (Grapevine/Rumors)

Informal

Less Flexible, More Accurate

but less responsive (JAGRITI)

Formal



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What is Communication

art of getting your messageacross effectively through:

Visualsleaves greatest impact

Body Languagecan make

Spoken wordsfirst & simplest way

Written wordsreflects importance



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Types & Methods

Television, Newspaper,

Magazines, Internet

Multimedia

Photographs, Paintings, Videos,

Film

Visuals

Facial expressions, Actions,

Voice Tone, Silence, Stance

Gestures

Conversations, Interviews,

Phone Calls, Requests

Spoken

Letters, Memos, ReportsWritten



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Communication : The Flow

Sender ReceiverMessage

Feedback

Channel

Perception

DeliveryFormulating

Response

Understanding



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Is scarcer than quality water

Is measured by results or actions

Does not need to be very

complex

Is aimed at informing others

Is complete and clear

Effective Communication



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Barriers to Effective Communication

Personal Barriers

Your style and character(rude, polite, shy,outspoken)

Preparation & presentation

Lack of clarity (pronunciation, pitch, etc.)

Lack of credibility

Timing



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Proper Pronunciation

Communication Help Pen

Buffalo Career Guest

Colonel Buffet Bouquet

Rendezvous Bulb Fax

Prakash Pradeep Chandrajeet



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Organisational Barriers

Culture

Environment

Size & structure

Pace of activity



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Process Barriers

Channel/Medium

Irrelevant Information loading

Lack of Response or Feedback

Inappropriate Questions



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Overcoming the BarriersSay to yourself, I will get Response

Come up with a topic for discussion

everyday

Start improving upon pronunciation

Develop habit of readingstart with the

English newspaper / Comics

Understand first, then communicate

Dont be afraid of asking questions



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Facial ExpressionsGestures

Posture

Body Language



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Body Language

Frustration

Clearing throat, "whew" sound,Whistling, smoking, pinching fleshcovering mouth, jiggling money orkeys, tugging ears, wringing hands.

Short breaths, "tsk" sound,tightly clenched hands,

wringing hands, Fist like gesturespointing index fingerrubbing hand through hairrubbing back of neck.

Nervousness



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Body Language

Defensiveness

Open hands,unbuttoned coat

Arms crossed, sidewaysglance, touching-rubbingnose, rubbing eyes,

buttoned coat, drawingaway

Openness

Insecurity

Pinching flesh,chewing pen, thumbover thumb, bitingfingernail



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Body Language

Confidence

Cooperation

Upper body in sprinter'sposition, open hands,sitting on edge of chair,hand to face gestures,

unbuttoning coat.

Steepled hands, handsbehind back, backstiffened, hands in coatpockets with thumb out,hands on tapels of coat



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Body Language

Look out for some more clues on Body

Language in the given handout



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SPEAKING SKILLS



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Speaking

A wise man reflects

before be speaks;a fool speaks, and then

reflects on what

he has uttered.- French Proverb.



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Take initiative

Be polite

Be pleasant (smile, jokes)Be clear and concise (tone, accent,

emphasis, pronunciation)

Cite negative opinions honestly, but in a

positive manner

Seek Feedback

While Speaking



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Write down in advance what you want to

say and in what order

SmileSpeak slowly

Always be polite and friendly

For long messages, follow a scriptGet confirmation

Monitor your time

While Speaking over phone



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WRITING SKILLS



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Clarity in Writing

Rs 1000000000

Rs. 10,00,00,000/-

Rs. 10 Crore



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Plan what you want to say in your letter/ report

While Writing

Use simple languageavoid ambiguous words

Check spelling & punctuation, then send

Reread the letter when you have finished



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While Writing

KISS (Edit the letter by cutting ruthlessly).

Be kind to others eyes (font size, clarity)

Be creative (use tables, graphs)

Use the language YOU are better at



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Visualize the reader when you are

writing

Dont write unbroken paragraphs

Use numbered paragraphs to make

cross-referencing easier

Punctuation plays the role of body

language in writing

Keep in mind while writing



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Use headings and subheadings.

Use ruled sheets instead of plain

ones.

Dont print without thoroughly

checking your sources.

Keep in mind while writing



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LISTENING SKILLS


C Sk ll


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Listeningwhy is it important?

Speaking

9%

16%

30%

45%


C Sk ll


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to receive informationto understand effectively

to enhance clarity

to empathize

Objective of Listening is


C i i Skill


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Avoid distractions

Do not interrupt unnecessarily Be active (show interest)

Paraphrase what youve heard

Throw an echo

So, while Listening


C i ti Skill


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The Listener keeps looking at the speaker

The Listeners body is in open position

The listener is smiling with a pleasant &

encouraging expression

Listener looks relaxed but alert, neither tense

nor slouching

Listener utters humming sounds

What Listening Looks like...


C i ti Skill


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PRESENTATION SKILLS


C i ti Skill


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Research (find out facts & figures)

Prepare (Introduce, Discuss, Conclude)

Rehearse

Be confident

Present Use proper media

While Presenting


C i ti Skill


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5 styles of communicating to manage conflicts


Go for it You feel confident butuncooperative You win and other personloses

Run AwayYou dont feel confident or

cooperative You lose

Yes, Boss

You feel cooperative but

unconfident

You let the other person

win

Lets Trade

You feel partly cooperative &

confident

You both win a bit and

lose a bit

Lets both winMutual Cooperation &

Confidence

You help one another to

win



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I HEAR, I forget

I SEE, I rememberI DO, I understand

THANK YOU



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BASICS OF ENGLISH GRAMMAR

PRESENT TENSE BE,DEMONSTRATIVES,

POSSESSIVE ADJECTIVES,PRESENT CONTINOUS, CAN,

PREPOSITIONS


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PRESENT TENSE BE

The verb BE has three forms:AM, IS, ARE,

which we have to use according to the pronoun

or subject.TO BE

Occupations Nouns Adjectives Places


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AFFIRMATIVE SENTENCES

Subject Verb Form Example

I AM I am a teacher.

You ARE You are a student.

He IS He is in the lab.

She IS She is my sister.

It IS It is a city.

We ARE We are friends.

They ARE They are doctors.


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NEGATIVE SENTENCES

You can make negative sentences similar to the

sentences before. The only different is to add NOT

after am, is, are, as you can see in the followingchart.

She is not sad They are not in the school


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NEGATIVE SENTENCES

I am not I`m not

He

She is not

It

He`s not = He isnt

Shes not = She isnt

Its not = It isnt

WeYou are not

They

Were not = We arentYoure not = You arent

Theyre not = They arent


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YES / NO QUESTIONS

In English we have to kind of questions:

Yes/No questions and Wh-questions.

The Yes / No Questions are called that

because the answers always start with Yes

or No

Remember to answer Yes/No questions youhave to pay attention to the subject.


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YES / NO QUESTIONS

Affirmative Statement:

Yes / No question:

Short Answers:

Full /Complete

Answers:

John and Peter students.

John and Peter students?

Yes, they are / No, they arent

Yes, they are students. / No they

are not students.

Affirmative Statement:Yes / No question:

Short Answers:

Full /Complete

Answers:

Mary tall and thin.Mary tall and thin?

Yes, she is / No, she isnt

Yes, she is tall and thin. / No, she

is not tall and thin

are

Are

isIs


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WH - QUESTIONS

The wh-questions look for information

accoding to the question word.

In this kind of questions you never answer

Yes or No, because they are asking for some

information. The answer is a statement with

the information according to the questionword.


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WH - QUESTIONS

Wh-word Information

about

Example

What Things

Name

Occupations

Activities

What is this? It is a book.

What is your name? Roberth.

What do you do? I am a driver.

What is he doing? Hes working

Who People Who is the director of the school?Carlos Samaniego.

Where Places Where is he? In the house.

How State

Form / manner

How are you? I am sad.

How is Loja? It is small.


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REVIEW

StatementNegative

StatementsYes/No Question Short Answers

Iam a teacher. Iam nota teacher. Am I a teacher?

Yes, you are / No, you

are not

You are a

student.

You are nota

student.Are you a student? Yes, I am / No, Iam not

He is in the lab. He is notin the lab. Is he in the lab? Yes, he is / No, he is not

She is my sister. She is notmy sister. Is she my sister?

Yes, she is / No, she is

not

Itis a city. Itis nota city. Is it a city? Yes, it is / No, itis not

We are friends. We are notfriends. Are we friends?Yes, we are / No, we are

not

Theyare

doctors.

Theyare not

doctors. Are they doctors?Yes, they are / No they

are not


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DEMONSTRATIVES

We use THIS / THESE when the objects are near to the speaker.

This is a blackboard These arepapers

THIS +Singular Nouns THESE + Plural Nouns


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DEMONSTRATIVES

We use THAT / THOSE when the objects are far from the speakers.

That is a lake.

Those are mountainsTHAT + Singular Nouns

THOSE + Plural Nouns


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DEMONSTRATIVES

Questions

What is that?

That is an airplane. Is that a bird?

No, it is an airplane.

What are those?

Those are books

Are those books?

Yes, they are books.


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PLURAL NOUNS

Noun ending Forming the plural Examples

s, x, ch or sh Add -es boss - bossestax - taxes

bush - bushes

consonant + y Change y to i

then

Addes

fly - flies

try - tries

curry curries

most others Add -s cat - cats

face - faces

day days


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IRREGULAR PLURAL

Noun type Forming the plural Examples

Ends with -fe Change f to v

then

Adds

knife - knives

life - lives

wife - wives

Ends withf Change f to v

then

Addes

half - halves

wolf - wolves

loaf - loaves

Ends with - o Addes potato - potatoes

tomato - tomatoes

volcano -

volcanoes


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IRREGULAR PLURAL

Noun type Forming the plural Examples

ALL KINDS Change the vowel

orChange the word

or

Add a different

ending

man - men

foot - feetchild - children

person - people

tooth - teeth

mouse - miceUnchanging Singular and plural

are the same

sheep

deer

fish (sometimes)


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POSSESSIVE ADJECTIVES

I My

You YourHe His

She Her +

It Its

We Our

They Their NOUN


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POSSESSIVE ADJTECTIVES

This is our house

Her pants are blueHis shirt is new

This is her cat


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POSSESSIVE FORM S

Kevins wife is Rose.

His wife is Rose.

Charlies book is black.

The Childs mother is happy


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PREPOSITION OF PLACE

IN (dentro de) In the house in a shop

In a room in a town

In a car in a garden

ON (sobre una

superficie)

On a shelf on a wall

On a plate on the table

On a balcony on a doorAT (lugar especfico) At the bus station at home

At the door at the top

At work at the end of


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PRESENT CONTINOUS

The present continous

tense is used to

describe activities thathappen now, that

means activities that

are develop in the

moment of speaking

Subject BE -ING

FORM

I Am Singing

He

She

It

Is Singing

We

You

They

Are Singing


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PRESENT CONTINOUS

AFFIRMATIVE NEGATIVE YES/NO QUESTIONS

I am dancing I am not dancing Am I dancing?

You are eating You are not eating Are you eating?

He is sleeping He is not sleeping Is he sleeping?

She is reading She is not reading Is she reading?

It is running It is not running Is it running?

We are walking We are not walking Are we walking?

They are studying They are not studying Are they studying?


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RULES

Verb ending in...

How to make the -ING

form Examples

1 vowel + 1

consonant

Double the consonant,

then addING

swim - swimming

hit - hitting

get getting

1 vowel + 1

consonant + E-

Remove E, then add

INGcome

coming

lose - losing

live living

[anything else] AddING say - saying

go - going

walk - walking


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CAN / CANT

Can is used to show ability

They can dance He cant play the pianoHe can play football

He can swim He can skate


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NEGATIVE AND QUESTIONS

AFFIRMATIVE NEGATIVEYES/NO

QUESTIONSSHORT ANSWERS

I can cook I can not cook Can I cook? Yes, you can / No,you cant

You can dance You can not dance Can you dance? Yes I can / No I cant

He can play He can not play Can he play? Yes, he can / No, he can`t

She can swim She can not swim Can she swim? Yes, she can / No, she cant

It can run It can not run Can it run? Yes, it can / No, it cant

We can sing We can not sing Can we sing? Yes, we can / No, we cant

They can walk They can not walk Can they walk ?Yes, they can / No, they

cant


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DEVELOPING EFFECTIVE

COMMUNICATION SKILLS


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A module on :

Basics of Communication

Telephone Etiquettes

Listening

Questioning


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Basics of

Communication

Communication is simply a two way process of exchangingideas, information or transmitting verbal and non-verbal

messages.


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EffectiveCommunication

EFFECTIVE

COMMUNICATION

PRODUCTIVE

RELATIONSHIP

We communicate to

Get information Motivate

Praise Get feedback Sell Greet Etc.


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Barriers To Communication Premature evaluation Inattention

Stereotyping

Assumption

Generalizing Poor listening skills

Selective listening

Fixed ideas

Ignoring information contrary to our belief Noise

Emotions

Poor listening skills


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7cs Of Communication

CLEAR COMPLETE CORRECT

CONCISE COURTEOUS

CONCRETE

CONSIDERATE


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Process Of Communication

SENDER

MEDIUM

RECIEVER

FEEDBACK

BARRIERS

Studies tell 70 % of mistakes in the workplace are a direct result of

poor communication..


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Essentials Of CommunicationDos

Use precise, memorable and powerful words Support your words with visual aids Give examples

Eye contact Active listening Paraphrase KISSKeep it short and simple

Avoid interrupting Appropriate facial expressions Exhibit affirmative head nods


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Essentials Of CommunicationDon'ts

Do not use technical terms and terminologiesnot understood by majority of people

Do not speak too fast or too slow Do not speak in inaudible surroundings as you

wont be heard

Do not assume that everybody understands you

Do not interrupt the speaker.

B f i i


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Before communicatingAsk yourself

What is the main purpose/aim?

Who will receive it?

What is the likely attitude of the listener? How much does he need to know?

Is my timing right?

What is the main subject?Are the major points clear?

Is there any ambiguity?


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TelephoneEtiquettes


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Before you place calls

Be preparedplan your conversation

Turn away from your computer desk or other work

Have pens, pencils and notepaper handy.


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Answering the phone

Answer calls promptly within 3 rings

Smile as you pick the phonethe caller will hear it inyour voice.

Project a tone that is enthusiastic, natural, attentive andrespectful.

Greet the caller and identify yourself and your business

Ask How may I help you?


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During the conversation

Enunciate / pronounce clearly Use simple English

Avoid slanguh, hmm, yeah, dude

Always speak calmly and choose your words carefully

Use all your listening skills Focus all your attention on the caller and the conversation

Clarify and check for understanding

Use basic phrases of courtesy E.g. May I help you? Please,

Thank You, You are welcome. Do not chew gum or eat during a conversation

Do not slam the phone or cut off abruptly

Refrain from idle chit chat with customers.


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If there is a problem, project a tone that is concerned, empathetic andapologetic.

Avoid the five forbidden phrases:

No - Instead find a way to state the situation positively

I dont know - instead say that is a good question let me findout for you

I/we cant do that - instead say this is what i/we can do

You will have to - instead say here is how we can help you

Just a second - instead give a more honest estimate of howlong it will take you.


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Reports to callers Mrs Madhu is on another line, will you wait please?

He is away from his desk, may I take a message?

Im sorry, Mrs Madhu is out of office may someone elsehelp you?

Mr Ram is in the Finance/HR/Sales department, onemoment please, Ill transfer your call.

Im sorry to keep you waiting.


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Answering calls for others

Identify yourself and the company or person for whomyou are answering and say how may I help you?

Offer assistance in the absence of others say she is not

in today perhaps I can be of assistance.

Do not make commitments for others. Say Ill give

him your message when he returns.

Take accurate legible messages with time, date, reason

for call, urgency, the best time to reach them and allother pertinent information. E.g. reports to caller.

T f i C ll


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Transferring Calls Explain the reason for the transferlet me connect you with

Mr./Ms./ Mrs. xyz in______ department.

Know your extension numbers so that the caller is not keptwaiting.

Mute the line if you are clarifying any information with yourcolleague etc.

Obtaining the callers name


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Obtaining the callers name

May I tell Mr. Rao who is calling please?

May I say who is calling please?

May I have your name please?

Progress reports Mr Raos line is still busy do you wish to continue

waiting?

Im sorry to keep you waiting, may I check further andcall you back?


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Placing someone on hold

Make sure that it is for a genuine reason.

Ask the caller if he/she would hold, and wait for aresponse rather than assuming the answer is yes.

Never keep a caller on hold for more than a minute. Ifyou have to take longer than that, return to the personand tell them that you will have to take a few minutes

longer and ask if you could call back. When you return to the caller thank them for holding

l h


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Dealing with angry customers

Listen; allow the caller to vent Empathize; acknowledge the persons feelings Apologize when appropriate. Be positive

Solve / suggest generate solutions that you can both agree onand if reasonable do it. Remain calm and courteous, do not argue. Do not interrupt. Explain clearly do not make unrealistic promises.

Act fast, acting quickly shows that you are sorry and that you willhandle the issue.

Follow up get back to the caller to make sure the problem hasbeen solved.


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Concluding the call

End the conversation with an agreement on what is tohappen next; if you are to follow up do so immediately.

Thank the caller for calling- for his time, invite thecaller to call again.


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Listening skills


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5 basic reasons we do not listen

Listening is hard work

Competition

The rush for action Speed differences in the

rate of speaking andunderstanding.

Lack of training


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4 Types of listeners

The Non-Listener HEARING

The Marginal ListenerV/s

The Evaluative Listener

The Active Listener LISTENING

H t i li t i


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How to improve your listening

skills? Maintain eye contact with the instructor Focus on content than on the way that it is being said. Avoid selective listening

Avoid distractions Ask questions to stay active and interested. Face the speaker Maintain eye contact Respond appropriatelysay yes, nod, etc. Do not be preoccupied with your own thoughts.


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Questioning


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Types of questions

CLOSE ENDED

Generally result in short yes/no or other one word answers.They should be used only when you want precise, quick

answers. Otherwise, they inhibit thought.

OPEN ENDED

They invite an actual explanation for a response. Questions

that begin with how, what and why are typical openended questions.


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Closed Questions V/s Open Questions

When did that happen?

Was your trip successful?

Did you like the candidate?

Did you have a goodmeeting?

What led up to that?

What did you manage toaccomplish on your trip?

In what ways do you thinkthat candidate meets ourneed?

What happened at themeeting?


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Probing Questions

Can you be more specific?

Can you give me an example of that?

What happened then?

How does this affect you?

What might cause that, do you think?

Can you fill me in on the details?


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Thank You

Open To Queries


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Management FundamentalsConcepts, Applications, Skills Development

Communicating

The Communication Process


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The Communication Process1.Encodes messageand selectschannel.

2. Messagetransmittedthrough achannel.

3. Decodes message anddescribes if feedback isneeded.

The sender andreceiver may

continually changeroles as theycommunicate.

4. Feedback, response, or new messagemay be transmitted through a channel.

Sender Receiver

Communication


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Communication

Channels1. Oral

2. Nonverbal3. Written


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Oral Communication

Face-to-face

MeetingsPresentations

TelephoneVoice mail

Nonverbal


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Nonverbal

CommunicationBody languageFacial expressions

Vocal qualityGestures

Posture

SettingPosters (pictures)

Written


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Written

CommunicationMemosLetters

Bulletin boardsPosters (words)

Newsletters

ReportsFaxes

E-mail

Grapevine


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Grapevine

The flow ofinformation

in anydirectionthroughouttheorganization.

Major Communication Barriers


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Major Communication Barriers

Perception

Information Overload

Channel SelectionTrust and Credibility

Not Listening

EmotionsNoise

Filtering

Sender Receiver

Filtering


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gCommunication BarriersFiltering is the

process of

altering ordistortinginformation in

order to project amore favorableimage.

Planning the Message


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g g

Who

What

When

WhereHow

The Face-to-Face


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The Face to Face

Message-Sending Process2.

State

objective.

1.Develop

rapport.

3.Transmit

message.

4.Check

receiversunder-

standing.

5.Commit

& followup.

Planning Leading

Organizing Controlling


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Assume understanding

Receivers feel ignorant

Receivers are ignorant

Reluctance to pointout senders ignorance

4Reasons

WhyPeopleDo Not

AskQuestions

The Message-Receiving


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g g

ProcessListen

Analyze

Check

Understanding

Response Styles


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Response Styles

Advise Divert Probe Reassure Reflect

ResponseStyles


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Management FundamentalsConcepts, Applications, Skills Development

Communicating

A BETTER PERSON


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A BETTER PERSONOUT OF ME.


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PERSONALITY AS A

WHOLE

INLOOK+

OUTLOOK


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PERSONALITY


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PERSONALITY

Referred to A

distinct or well

marked

character.

The personality

world arose

from the Greekworld PERSONA

which means

MASK.

DETERMINENTS OF A


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PERSONALITY

OUTLOOK

DRESSING SENSE

BODY LANGUAGECOMMUNICTION SKILL

INTELLIGENCE

ATTITUDEORIGINALITY

OUTLOOK


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OUTLOOK

It is the GENERAL

VIEW or

MENTAL

ATTITUDE of a

person.

DRESSING SENSE


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DRESSING SENSE

Dress according

to the occasion

to get special

attention or

appreciation of

masses.

BODY LANGUAGE


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BODY LANGUAGE

An individual canbe judgedthrough bodylanguage whichconsist of

EYE CONTACT

FACIAL

EXPRESSION POSTURE

HEAD NODS



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WRITI

NG

RE

IN

LISTE

NING

One should beable to convince

others through

writing, reading

or speech.

80% of time we spend whilecommunicating

9% writing

16% reading

30% speaking

45% listening

INTELLIGENCE


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INTELLIGENCE

It counts QUICK

UNDERSTANDING

and MENTAL

ALERTNESSwhich makes you

stand ahead in the

crowd.

ATTITUDE


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ATTITUDE

Thinking & Feeling,

Action & Reactions

together form Attitudeof a person.

So think Positive andbe Optimistic to be

known as a dynamic

personality.

ORIGINALITY


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ORIGINALITY

It is the identity

of one

Originality isone which is

original,which

can not be

changed byanyone

ENEMIES OF A GOOD


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ENEMIES OF A GOOD

PERSONALITY

COMPARISON OR COMPLEXES

INFERIORITYCOUNTING YOURSELF DOWN

SUPERIORITY

COUNTING OTHERS DOWN

LOOKING BACK


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LOOKING BACK

ATTITUDE


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RIGIDITYRIGID TH INGS CAN ONLY BE

BROKEN


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DEPRESSION & STRESS


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TYPES OF STRESS

PHYSICAL STRESSMENTAL STRESS

DEPRESSION


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DEPRESSION

lets catch& kill it.

Reasons


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Reasons

BAD EXPERIENCE IN THE PAST

Reasons


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SELFGENERATEDWHERE I AM THE REASON

Reasons

Reasons


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SELFGENERATEDWHERE I AM THE REASON

Reasons

Financial policies

Debts etc.

Reasons


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PSUEDO depression

where I am not the reason...

Reasons

Anxiety


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Doubt


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ImpatienceI WANT RESULTASAP

Reasons


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COMPLEXESthe biggest reason

Reasons

Reasons


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BAD EXPERIENCE IN THE PASTSELFGENERATEDWHERE I AM THE REASON

PSUEDO depressionwhere I am not the reason...

COMPLEXESthe biggest reason

TIMELY PROBLEMS...

MISUNDERSTANDINGS...The reasons behind???

when it is dark

about me I dont

curse the darkness;

I just lit a candle.

Reasons

RECKLESSNESS


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Self di sobedience

Or

negligence

WAYS TO TACKLE DEPRESSION


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WAYS TO TACKLE DEPRESSION

REGULAR SELF ANALYSIS AND SELF RATING.

BE MORE SOCIAL.I T I NCREASES YOUR FACE VALUE.

DONT BE A SHY GUY.

BE PUNCTUAL i.e.on time.


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ACCEPT CRITISISM & UPDATE

YOURSELF.


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DO HEALTHY COMPARISON.


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CONTROL YOURSELF TO AVOID

OTHERS COMMANDSON YOU.


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AVOID DISCOURAGINGPEOPLEthey are poisonous.


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BE PATIENT;

BUT NOT A PATIENT

DISCUSSION


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WHAT TO TELL ANDTO WHOM???

DISCUSS YOUR

PROBLEMS WITH

WISE PEOPLE ONLY


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RECREATION


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Ask god the almighty

JUST STAND ASIDE AND


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JUST STAND ASIDE AND

WATCH YOURSELF GOBY,

TAKE YOURSELF AS

HE INSTEAD OF I.


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Dress for SuccessWinning First Impressions forthe Corporate World

First Impressions


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First Impressions

You have only one chance to make a goodfirst impression.

Your appearance tells others how you feelabout yourself, which can define how theytreat you.

Your corporate ladder climb will be easier

if you look like you belong there.

First Impression Ones who


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you would hire

What influenced you?


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What influenced you?

Apparent level of sophistication

Color of tie, shoes, dress

Well-groomed appearance

Conservative appearance

Overall attractiveness

Non-verbal signals Apparent level of self-confidence

What do your clothes say about


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you? Your appearance plays a supporting role in

the interview process.

Your appearance can convey strong

feelings of trust to a prospective employer. Your appearance can convey a sense of

self-confidence, dependability andprofessionalism.

Your appearance can determine howpeople you meet will react to you.

First Impression Guidelines -


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Colors That Work Dark to medium range blues

Navy Bluerespected by all socio-economic levels

Gray Camel/Beige

Black

Dark Brown Burgundy

Rust



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Colors to Avoid Women

Most pastels, especially pale yellow

Bright orange

Men and Women

Most shades of green

Mustardbad, bad, bad

Dark Colors make you seem morepowerful; only use when you need control.



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The Suit Two-piece matched suit

Knee-length skirt for women

Tailored and pressed pants for men andwomen

Tailored, long-sleeve shirt or blouse

Minimal jewelry, cologne and makeup

Leather lace-up shoes for men; closed-toepumps for women



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Grooming Hairclean and neat

Detailsno missing buttons, lint or tags

Handsclean, manicured fingernails Fitclean, pressed and proper fit

Smelllittle or no cologne; no cigaretteodor

Breathfresh, clean breath; use abreathmint



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Accessories Shoesnever lighter than the hem of your

skirt or pants

Beltsclassic, quality leather

Bags and briefcasessmall, dark-coloredleather briefcase

Jewelryminimal; business watch,

nothing flashy Scarves and tiessilk


Th T D i i


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The Ten Decisions Social Position

Economic Level

Educational Level

Trustworthiness Moral Character

Level of Sophistication

Successprevious and current

Social Heritage Economic Heritage

Educational Heritage


R h


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Research Learn the corporate culture before you

interview.

Dress appropriately for the position thatyou are applying. You convey respect tothe person you are meeting.

Define your audienceclients,

management, colleagues, staff; fitperceived image for the position.

R b !


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Remember!

You only have one chance to

make a first impression.

Dress for success and youlllook like you belong at the top!


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Doing a Good Presentation

Bored Meeting


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Common causes of I neffective

Presentations


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Presentations

Failure to motivate the audience

Confusing structure

Gaps in logic

Excessive details

Poorly designed slides

Presentation Development Steps


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1. List your objectives

2. Define your audience

3. Determine your message4. Organize your information

5. Design the look of your presentation

6. Create and assemble slides

Step 1: L ist your Objectives


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Why do you want to give this

presentation?

What do you hope to accomplish?

What do you want your audience to do?

Step 2: Focus on The Audience


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Who are they?

Focus on what your audience needs to

know - NOT what you know

Consider audiences level & interest

Decide what you want the audience to doas a result of the presentation

Step 3: Determine the Message


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List not more than three key points you wantyour audience to remember and built thepresentation around these points

Tailor the points to the audiences technicallevel; information needs and interest.

Modify the presentation for each new

audience

Step 4:Organizing your Delivery -

General Tips


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p

Announce your topic clearly

State your objective up front

Give an outline of your presentation in

your introduction

Use transitions at the beginning of eachmajor section

Organizing your Delivery -

The Opener


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The Opener

Tell them what you are going to say

Set the tone

Capture your audiences attentionBuild rapport

Tailor your opener to your audience

Examples of Openers


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Greet and shock audience

Use humor

Be warm and friendly

Create verbal imagery

Issue challenge

Use a quote

Provide facts/figures

Throw out a question


The M iddle


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e dd e

Say it

Organize presentation around

three aspects of the subject

1._____________

2._____________

3._____________


The Close


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Tell them what you just said

Summarize message

Repeat key points

Ask for action

Refer to your opener

End on a positive note

Time Yourself

for Maximum Impact


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Title 1

Key message 1

Outline 1

Context/Problem 1

Methodology 1

Key results 3-4

Recommendations (In Conclusion) 1-2

Recap (in summary) 1

p

Oops!I dont havemuch timeleft!

Impact

Impact

5 min

Step 5: Design the Look

of your Presentation


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y

Choose style that supports the tone

Apply the same style to each slide

Follow the KISS ruleKeep It Short and Simple

Use short words and short phrases (6 x 6)

BE CONSISTENT!

Style Elements


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font and size

bullet style

use ofcolor

Use of

Capitalization

Use the same:

Step 6: Why Visuals?


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Visuals are powerful tools because they:

increase understanding

save time

enhance attention

promote attentiveness

help control nervousness

Style: To Read or Not To Read?


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Do not read your entire presentation

Sometimes read key parts for

emphasis

impact

accuracy

Write your notes in oral language

Style: Building Rapport


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Make eye contact

Use humor carefully

Communicate sincerity through gesturesand facial expressions

Style: Voice


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Project your voice(speak to the back of the room)

Vary your voice

Pause for emphasis

Speak slowly &

Remember to breathe!

Style: Appearance and Manners


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Dress appropriate for audience

Face your audience, not the screen

Avoid distracting gestures

Use a pointer to help guide the audience

Style: Tailor your Nerves intoConfidence


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Prepare

(Know the room, audience, material)

Relax

Visualize yourself giving your presentation

Realize that people want you to succeed

Preparation is Key!


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Know the material well

Learn about the audience

Prepare an outline and notes

Practice in advance

Visit location beforehand(formal presentations)

Remember the KISS Rule


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Keep It Short and Simple

Key points only

One idea per overhead

Short words, short phrases

Strong statements: active voice

Round off numbers

To Sum Up...


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Connect with your audience through...

1. Preparation

2. Organizing your delivery

3. Style, voice & appearance

4. Tailoring nervous energy

POST IT!


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CORPORATE ETIQUETTE

OBJECTIVE


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TO ACQUIRE SKILLS RELATED TOCORPORATE ETIQUETTE

AGENDA


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WHY IS ETIQUETTE IMPORTANT? MANNERS FOR MEETING AND

GREETING SUCCESSFUL ENCOUNTERS SPATIAL ARRANGEMENTS PROFESSIONAL PRESENCE SOCIAL NICETIES

MANAGING DINING DILEMMAS EXPRESSING AND ACCEPTING

APPRECIATION

WHY IS ETIQUETTE

IMPORTANT?


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IMPORTANT?

GOOD MANNERS HELP YOU

MAKE A POSITIVE IMPRESSION

KNOWING THAT YOU ARE

BEHAVING APPROPRIATELY

HELPS YOU FEEL RELAXEDAND CONFIDENT SO YOU CAN

FOCUS ON BUSINESS

WHY IS ETIQUETTE

IMPORTANT? - Contd


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IMPORTANT? - Contd.

GOOD MANNERS SAVE YOU

TIME -You wont have to spend time

soothing hurt feelings or making upfor damaging mistakes

PEOPLE LIKE TO DO BUSINESSWHEN YOU MAKE THEM FEEL

COMFORTABLE

SUCCESSFUL ENCOUNTERS


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SMALL TALK SKILLS

- Tuning-In Techniques

Smile - friendliness / receptivity

Open posture - attentive

Forward Lean - alert (arms distance)

Tone - show interestEye Contact - direct without staring

Nod - understanding

SUCCESSFUL ENCOUNTERS -

Contd


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Contd.

SMALL TALK SKILLS

- Listening Manners

Create a setting in which you canlisten

Tune out internal distractions - (worries)

Monitor your body language - receptive

Do not interruptRepeat or paraphrase what was said


Contd


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Contd.

SMALL TALK SKILLS

- Your turn to talk

It is appropriate to respond to what someone

else has said

If you need to start - topics may include:

Weather, Sports, Traffic, Business Events,

Books, Movies, TV Shows, Meeting Place orCity (whichever is appropriate)

It is gracious to call the persons name during

the conversation


Contd


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Contd.

SMALL TALK SKILLS

- Your turn to talk - Opening Lines

Upbeat Observation - This is very impressive.

It looks like..

Open Ended Questions - What do you think

of..?

General Questions - Where are you from?



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UNDERSTANDING BODY

LANGUAGE

- Person turns away or averts his eyes

(disagreement / annoyed/ distracted)

- Person turns to face you

(interested)- Slouching

(loosing interest)



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UNDERSTANDING BODY

LANGUAGE

- Raising hands to his chest

(honest)

- Wringing hands, nail-biting, foot tapping,

shaking legs(nervous)


Contd


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Contd.

BEHAVIOR

Talks too muchIgnores others

Interrupts

Only discusseswork

IMPRESSION

CREATED

Nervous/Insensitive

Snobbish

Rude

Too serious

MANNERS FOR MEETING AND

GREETING


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GREETING

IMPRESSIVE INTRODUCTION

(First impressions can be lasting ones)

- Say the name of the person who holdsposition of most authority and

importance first

- Keep it basic - say the name only once

- Clarify - some information about the

person - keep it short


GREETING - Contd.


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GREETING Contd.

IMPRESSIVE INTRODUCTION

- When in doubt do not use first names

- Admit that you have forgotten thename - rather than guess!

- If someone neglects to introduce you

- go ahead and introduce yourself

- When you are introduced stand up

and shake hands


GREETING - Contd.


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GREETING Contd.

HOW TO SHAKE HANDS

- Say your name and extend your hand.

A woman may want to extend herhand first - just in case the man is

waiting for it

- Extend your right hand at a slightangle, with your thumb up. Touch

thumb joint to thumb joint.


GREETING - Contd.


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GREETING Contd.

HOW TO SHAKE HANDS

- Provide a firm handshake but not a

bone-breaking one- Message given:

Limp - person is a wimp

Bone-crushing - trying to dominate

No response to extended hand -

person is aloof


GREETING - Contd.


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GREETING Contd.

EXCHANGING BUSINESS CARDS

- Card should be in good shape

- Should be readily available- Be selective about distributing cards

(but not while in a group)

- Appropriate time - at the start or at

the finish - not during a meal


GREETING - Contd.


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GREETING Contd.

TIPS ON TIMING

It is rude to be late

Apologize for your delay when you arriveSchedule meetings farther apart

Estimate duration of tasks

Be more organizedDont overstay your welcome

SPATIAL ARRANGEMENTS


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INS AND OUTS - DEALING WITH

DOORS

Whoever gets to the door first opens it

If someone is carrying something, you can

assist to opening the door

Never allow the door to slam in ones face

If a person holds the door for you say

Thank you

SPATIAL ARRANGEMENTS -

Contd.


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C

INS AND OUTS - DEALING WITH

DOORS

While moving through revolving doors -

get synchronized through courteous

cooperation. Dont stop abruptly or change

speed suddenly.

When you are the host, lead the way bygoing first and wait for the guest to join

you


Contd.


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UPS AND DOWNS - ELEVATOR

ETIQUETTE

When an elevator stops at a floor that isnt

yours - move to allow people in and out

A host should walk the departing visitor to

the elevator

Adopt a group mentality - move to the back

or side to make room for others


Contd.


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SENSIBLE SEATING

Let the host indicate where the visitor

should sit. If not indicated, inquire before

you take the seat

Put the briefcase or purse on the floor

Sit up straight and do not fidget


Contd.


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PHYSICAL DISTANCE - REASONABLE

PROXIMITY

In a business setting, you should rarely, if

ever, touch a person

Comfortable distance - 3 feet - or an arms

length away

It can help to keep your professional

reputation intact

PROFESSIONAL PRESENCE


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GROOMING STRENGTHS

Hair is trimmed and well styled

Hair is clean and free of dandruff

Make up is well designed and appropriately

applied

Face is clean-shaven

Nose and ear hairs are trimmed

Finger nails are clean or polished

PROFESSIONAL PRESENCE -

Contd.


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GROOMING STRENGTHS

Amount of perfume is restrained

Teeth are polished

Breath is fresh

Glasses fit well and are clean

Posture is good - shoulders back, head up


Contd.


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GROOMING WEAKNESSES

Food-stained clothing

Slip or undergarments showing

Hem unraveled

Wrinkled clothing

Button missing or unbuttoned

Shoes need polishing


Contd.


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CLOTHING TIPS

A double-breasted jacket should always be

buttoned, including the inside button

The tip of a mans tie should extend to the

middle of his belt

Mens dress shirts should always be long-

sleeved

SOCIAL NICETIES


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ENTERTAINING CLIENTS

Dress appropriately for the situation

Attempt to ensure the client has a good time.

Make transportation, seating and meal

arrangements as required.

Be knowledgeable about the event and react

appropriately to artists or playersUse the time and effort to know more about

the client - interests, family, personality

SOCIAL NICETIES - Contd.


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OFFICE PARTY MANNERS

Be on time

Treat your managers with respectful

friendliness

Look as if you are having fun

Dont flirt

Dont get drunk

Dont gossip

MANAGING DINING

DILEMMAS


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GETTING READY FOR LUNCH

The restaurant should be an appropriate

setting for a business lunch - ambience

should be suitable and professional -should not be rushed through the meal

Be aware that in any event, the meal itself

is a prelude to the work that will take place

MANAGING DINING

DILEMMAS - Contd.


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GETTING READY FOR LUNCH

The person who does the inviting is the

host and should immediately and clearly

establish himself or herself as such

When inviting the person, give the guest a

choice of dates, a choice of restaurants, a

choice of timeThe guest should know where to meet

Ensure reservations have been made

MANAGING DINING

DILEMMAS - Contd.


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Arrive 10 minutes early to greet your guest

When the chair is pulled out, make sure

your guest gets it - even if youre the

woman and hes a man

Never start discussing business until after

youve given your guest a chance to order

Use an appropriate approach to bringing

up business, such as Well, shall we talk

about the new contract?

MANAGING DINING

DILEMMAS - Contd.


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When its time to take care of the check the

rule is simple - the host pays. If you are a lady,

and your guest is a man - you mayarrange to

pay the bill away from the lunch partner toavoid embarrassment to him

Use appropriate knives, spoons etc. Do not

make chewing/slurping sounds. Do not heap

your plate.

Food dishes are to your left and drink

containers to your right

OFFICE EQUIPMENT

ETIQUETTE


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TELEPHONE ETIQUETTE

On receiving a call:

Say Hello - Greet Good Morning.

Include your full name

If extension is shared - mention Department

If frequent outside calls - mention Company

Include verb e.g. This isMary or

Mary speaking

OFFICE EQUIPMENT

ETIQUETTE


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TELEPHONE ETIQUETTE

To improve the impression you make:

Speak slowly and distinctly

Dont shout or raise your voice

Dont chew on anything

Do not sneeze or cough into the receiver

Apologize if you have dialed a wrong number

Pay attention to your language

OFFICE EQUIPMENT

ETIQUETTE - Contd.


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TELEPHONE ETIQUETTE

Beware of background noise

Silence those swallows

Have notes at hand

Ask if this is a good time to talk

Dont be afraid of pauses (2 seconds)

Dont have your secretary juggle calls

Be well equipped (speaker phone, headset)

OFFICE EQUIPMENT

ETIQUETTE - Contd.


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PROTOCOL FOR SHARED

EQUIPMENT

Learn how to use the equipment properly

Take turns

Clean up your mess before leaving the area

If its empty, fill it

If it breaks, fix it or get it fixed

Leave equipment ready for the next user

OFFICE EQUIPMENT

ETIQUETTE - Contd.


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FAX MACHINE FINESSE

Dont fax restricted-access material without

advance permission

Make sure your cover sheet includes the toand from names and departments and the

number of pages sent

When sending a fax, confirm receipt

EXPRESSING AND ACCEPTING

APPRECIATION


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GIVING COMPLIMENTS

Be consistent - compliment everyone who

deserves it

Be specific - be direct

Dont confuse praise with feedback

When appropriate give praise in public or in

writingBe timely

EXPRESSING AND ACCEPTING

APPRECIATION - Contd.


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ACCEPTING COMPLIMENTS

Acknowledge the compliment - say Thank

You

Dont argue with or attempt to qualify thecompliment

Even when you genuinely disagree with the

reason for the compliment, dont insult thespeaker

OBJECTIVE


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TO ACQUIRE SKILLS RELATED TOCORPORATE ETIQUETTE


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Here are certain guidelines to

follow in a working environment

How to welcome newcomers Newcomers should be welcomed by their

seniors and colleagues.

They should be briefed about their jobs and


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company practices. Staff at any level should be introduced to any

newcomers they encounter.

Courtesies should be extended to everyoneyou meet, irrespective of whether it's thereceptionist or the CEO.

Avoid asking personal questions regarding

the newcomer's educational qualifications/parentage/ marital status/ age/ income etc.

Our names are an important symbol of ouridentity. Do not mispronounce, misspell ormix-up anybody's name.'

Using someone's first name usually impliesthat you are superior to him, decidedly equalor friends. Therefore, it is best to start offformally. Use their surnames, preceded byMr, Mrs or Ms. He/ she can then easilysuggest that you use a first name.

How to show courtesy towardscolleagues

Greet everyone you encounter cheerfully andwith a smile on your way into the office. Onyour way out, remember to thank the


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receptionist / office boys etc. Good bosses, employees and colleagues

don't forget their manners. Remember'please' and 'thank you'.

Always show your appreciation with a smile.

Small talk and light chitter chatter at work isessential; it expresses friendliness without

demanding attention. Whether you talk aboutthe traffic or the weather, the vital message isthat you are all part of the same team.

Be polite to hired help like peons, drivers,delivery boys etc.

Do not talk loudly when you talk over thephone or to your colleagues. Talk in a softand clear voice.

Take instructions with grace and giveinstructions gracefully.

On occasions like birthdays, staff membersshould receive a personal gift, good wishesand words of appreciation from the boss and

How to make yourself likeable andpleasant to work with

Don't be a whiner who is always complainingand miserable with his/ her lot in life.


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Never use words like 'can't' and 'won't', norphrases like 'I'm busy' and 'that's not my job'.

Do not criticize anyone -- that's not your job.And if you get criticized, be professional aboutit. Do not take it personally.

Keep personal conversations down to aminimum and keep out of earshot of others.

It is shabby to look through people'scomputers, emails or letters -- and don't evermake the mistake of sneaking into people'spersonal property like handbags or wallets. Beresponsible for your own property andvaluables. If you lose your expensive items,everybody else becomes a suspect andnobody likes being one!

Never borrow anything from someone's deskwithout permission and when you do alwaysreturn it in good condition.

How to make yourself likeable andpleasant to work with

Do not misuse office property. Keep yourworkplace orderly. Do not infringe on otherpeople's space


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Be friendly with colleagues of the oppositesex but know where to draw the line. Don'tget involved needlessly in any situationwhich could lead to embarrassment andcould potentially damage not only yourreputation, but that of the organization aswell.

Do not get indulge in office gossip ordiscuss delicate topics (religion, politics,money, sex etc).

Do not fidget or make unnecessary soundswhich can be distracting to your co-workers.

Maintain stringent standards of personalhygiene. Do clean up after yourself when

you use the restrooms so the next personusing it does not have to scrunch up his/ hernose!

Do not convert your desktop into a place ofworship. Since you might be working withpeople who follow different faiths, it might bebetter to display a vase of flowers instead.

Business meeting etiquette Be punctual. If you are late, apologize briefly

but sincerely and immediately give totalattention to the meeting. Those who wish to


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leave early should ask their seniors' permissionbeforehand. Leave quietly, with an 'excuse me'and catch the eye of the person who is talkingat that point.

Dress well -- it gives a good impression.

Always remember to switch of your mobilephone.

Do your homework; get all your facts andfigures in order. Go prepared.

Never interrupt anyone -- even if you disagreestrongly. Note what has been said and return toit later with the chair's permission.

When speaking, be brief and ensure that whatyou say is relevant.

Thanking the person who organized themeeting is not only good etiquette; it is also asign of respect.


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An organization where people treat each other

well tends to be more successful than others.


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Professional Etiquette

F irst Impressions


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It is trueit is much easier to make a goodfirst impression than to correct a bad

one..

Rule of Twelve

The first twelve inches from the shoulders up

The first twelve steps a person takes The first twelve words a person speaks

Greetings & Meetings


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In todays workplace, gender is removed from alletiquette

Whoever reaches the door first, opens it and holds it for

others.

Both men and women rise to meet and greet someone,especially when a handshake is involved.

It is not expected for a male business companion to seat

a female associate. Whoever extends an invitation to a mealpays for the

meal

Body LanguageYour body language often reveals more about your than

verbal communication. Be conscience of it, because it is


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f ,always being observed.

Good posture displays confidence

Dont slouch stand and sit upright

Dont fidget it is annoying and a sign of boredom Keep hands away from your mouth when speaking

Honor others personal space

Break nervous habits, such as: gum chewing, drummingfingers, hair twirling, nail biting, etc.

Dont show the soles of your shoes while sitting, especiallyin the company of individuals from other countries

Dress Code

For the occasionguests, location, event


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g , ,

When in doubt - opt for overdressing

Casualappropriate jeans, shorts, etc.

Business Casualopen collar, slacks, skirt

Business Professionaljacket, tie, ladies suit ordress

Semi FormalSuit for men, cocktail dress forwomen

FormalSuit or tuxedo for men, formal dress orgown for women

Dress Code - Men

Ties should reach your belt buckle


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y

Socks should cover your shin when sitting

Wear a long sleeve shirt with a suit

Socks match either pants or shoes

Button suit or sport coat when standing

Two button coatbutton top button

Three button coatbutton top two buttons Double breasted coatbutton all buttons

Dress Code - Women

Use fragrances sparingly


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Makeup and jewelry should be kept simple

If the men are wearing ties, you should be wearinghose

Avoid all clothing that is too revealing or toorestrictive

Dont wear heels so high that you are unsteady

(common height 2-3)

Nails should not be more than in length

Introductions


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Practice makes perfect Name of most honored person is mentioned 1st -

Dean White I would like to introduce mybrother, Bob.

2nd person mentioned in the order of gender,age, rank- President Wefald I would like tointroduce my mother, Marie.

Equal statususe gender and age to decide

who to mention firstGrandma Smith I wouldlike to introduce you to my neighbor, Dorothy.

Hand Shake

Always wear your name tag on your right shoulder


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for a clear eye line

Stand to meet someone

Extend your hand immediately

Web to web

Shake from your elbow

Hold 3-4 seconds

Maintain eye contact A confident hand shake compliments the

introduction

Conversation

All rapport is built upon conversationmost begin


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with small talk

Approach with a smile and eye contact

Open a conversation with a genuine complimentor an open ended question

Whatever you do, dont begin with a lecture aboutyourself

Turn the spotlight on them

A Good Conversationalist:


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Is polite

Is a good listener

Puts others at ease

Can discuss numerous issues

Asks good questions

Never interrupts

A Good Conversationalist:

Graciously accepts a compliment with a simple,


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thank you

Extends a compliment with sincerity

When mingling;

approach groups of three rather than two learns to open and end conversations with grace

picks up on nonverbal cues when to end a conversationwith Its been a pleasure talking with you, pleaseexcuse me. or Ive enjoyed meeting you, please

excuse me. never have your drink more than half full so if you are

stuck you can say excuse me, Im going to refill mydrink.

Telephone Tips

Tone and voice clarity are more important than the


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words you use

Smile & speak clearly and slowly

Return all calls within 24 hours

Never eat, drink or chew gum while talking Always begin a call by introducing yourself, your

company and with whom you wish to speak

When answering a call immediately write downthe callers name and repeat it during the

conversation

Dining Etiquette


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Napkin Use

Ordering

Reading the Table Setting

Use of Silverware

When You Have Finished

Tips to Look Your BEST

Your appearance impacts your mood and confidence


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Dress to fit your audience & yourself

Clothing should fit & be well-maintained

Dark colors compliment your shape and create theappearance of authority

Polish your shoespeople notice!

Quality accessories are important; briefcase,purse, umbrella, etc


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Dining Etiquette

Meet and Greet

First impressions are lasting, and it is sometimes

th l t it h


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the only opportunity you may have.

Therefore, a powerful and lasting introduction can

give you the edge when meeting new people for

the first time.

IntroductionsThe Handshake

M k k t t


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Make sure you make eye contact.

Firm but painless.

When introducing yourself, give someonepersonal identification such as your name and

title.

Why Dining Etiquette?

A lunch interview or meeting is not a meeting

ith f d


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with food.

It is a true test of your social skills and yourlevel of sophistication.

Your host wants to see how you handle yourselfin a social setting.

Its polite to have proper dining skills when

representing yourself or your company.

Arrival

A i 15 i t l


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Arrive 15 minutes early.

Wait for host/guest in the lobby.

Make sure you are standing when they

arrive and reach out to shake their hand.

Once Seated The Napkin

W it f th h t t k th fi t


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Wait for the host to make the first move.

Never flap!

When you leave the table, rest thenapkin on your chair.

When finished with your meal, do not

refold the napkin; lay it to the left of yourplate.

Ordering

Order the same number of courses as your

h t (i l d i b )


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host. (i.e. salad, main course, beverage)

If unsure of price range ask the host what they

recommend.

Do not study the menu.

Avoid the wild food.

Formal Place Setting


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Eating

Step One

Wh tti i f f d


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When cutting a piece of food,

place your fork in your left

hand with the handle hidden

in the palm of your hand and

the fork tines down.

Place the knife in your right

hand with the handle hidden

and the serrated edge facingthe plate.

Step Two

After cutting the piece of food lay your knife across

Eating


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After cutting the piece of food, lay your knife acrossthe top of your plate with the serrated edge facingyou.

Transfer the fork from your left hand to your rightwith the fork handle now showing between yourindex finger and thumb and the tines facing up.

Step Three

After chewing and swallowing the food, repeat thefirst three steps.

Step Four

When you choose to lay your utensils down to rest

Eating


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When you choose to lay your utensils down to restor to listen more intently to the people with whom

you are dining, the rest position is to place your

knife across the top of the plate with the serrated

edge towards you.

Place your fork, tines up, with its handle resting on

the lower right side of the plate

Step Five

When you are finished place your fork across the

Eating


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When you are finished, place your fork across thecenter of the plate with the handle to the right and

the fork tines down.

Bring your knife from across the top of the plateand place it next to the fork with the blade still

facing you.

Remember: Keep with the pace of others!

Meal Time Basics

Cutlery

Dont wave your knife in the air to make a


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Don t wave your knife in the air to make apoint, and dont put silverware partly on thetable and partly on your plate.

Once a piece of cutlery is picked up off thetable it should never touch it again.

Napkins

Dont blot or rub dab

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Don t blot or rub dab.

Dont wave it around or flap gently unfold and

leave it on your lap.

When you leave the table remember to lay it on

your chair and when finished, loosely lay it to

the left of your plate.

Chewing

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Chewing Never chew with your mouth open. Never.

Even if you feel you must add your words at

the perfect moment, wait until you haveswallowed.

Thank your waiter or waitress.

Appearance

No elbows in the table and sit up straight

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No elbows in the table and sit up straight.

Bread

Tear roll or slice in to bite size pieces and butter

each one just before eating it. Do not butter the whole slice at the beginning.

Speed

Watch your pace. Have the same number of courses as your

host/guests.

Picking

If you have something trapped in your teeth

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If you have something trapped in your teeth,dont pick!

If you must, excuse yourself and pick in the

restroom.

Purses, Briefcases

Keep all items off of the table.

This includes keys, eyeglasses, pens, basically

anything that is not part of the meal.

Soup

Scoop with the spoon tilted away

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Scoop with the spoon tilted awayfrom you. Dont slurp, drink or

dribble.

Dont blow on it if it is hot (wait) anddont crumble crackers in it.

When done, leave the spoon in the

soup plate or rest it on the saucer ifit is a soup cup.

Salt and pepper shakers

They are married pass them together

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They are married, pass them together. Dont divorce the salt and pepper.

Passing

Offer to the left then go to the right.

Seasoning

Only after you taste the food first.

Cutting your food

Only enough for one mouthful.

Pace Yourself

When your host is done you are done

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When your host is done you are done.

Necktie

Do not flip or tuck your tie!

Ask for items to be passed

Do not reach across the table.

Remember

Never call attention to the dining

mistakes of yourself or others!


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mistakes of yourself or others!

Perception is reality, so your image is very

important.

It will follow you wherever you go.

Therefore, it is important that you strive to

project a positive imageone that you will beproud of at all times.

Soft Skills


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Introduction-Soft Skills

The ability to provide quality service

Expertise to assess the type of customer


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Expertise to assess the type of customer

Talent to communicate effectively

A positive attitude that transmits to customers,

co-workers and managers

Pick up the phone within

3 seconds

F e w H a n d y T i p s


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3 seconds. Greet with a smile.

Be consistent.

Modulate your voice.

Be enthusiastic.

Write down the customer

name and use it in your

conversation.

Magic wand

Three things you will wish that could improve


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Three things you will wish that could improveyour performance.

What do you want from your career?

You want:


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To stay in business

To stay in your job

To be someone people think ofpositively

Why customer service matters?

Commercial survival


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Commercial survival

Job security

Good self image

Six Elements of Professional ism

Manage the customer call

Effective leadership


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Effective leadership Confidence and Control

Know your products & services

Be a team player

Remain customer-focused

Take responsibility

The Transparency Principle



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The Transparency PrincipleCommunicateeffectively

Quick does not always Customer

Solutions equal Satisfaction


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Solutions equal Satisfaction

Friendliness & does not always Customer

Rapport equal Satisfaction

Trust Confidence Equals Customer

& expertise Satisfaction

Communicating Equals CustomerIdeas & actions Satisfaction

Communication : Telephonic


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TONE82%

WORDS

18%

tone of voice

w ords used

Vocal Qualities

Volume


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Volume

Pitch

Clarity

Modulation

Tone


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Inflection

Rate

Voice Contour

Tone


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Expresses feeling or emotion.

Lets play a game !!!!!

Inflection

Emphasizing words to enhance

message


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message.

Lets Practice!!!!!

Voice Contour

Statement :Contour will be leveled


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Question: Voice contour will dip in the end

Confirming: Voice contour will rise in the end.

Happy Sad Angry Bored In

a Hurry Interested

I have just lost my job.


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Harry is in the Hospital with a broken head.

Is there anything else I can help you with ?

Lets Practice I want to buy a Mercedes Benz this month.

I want to buy a Mercedes Benz this month


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y




Example 2

Shall we go out for dinner tonight?



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Shall we go out fordinnertonight?

Shall we go out for dinnertonight?

Listening skills

Listening without interrupting.


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Listening without interrupting.

5 Steps to Listening Effectively

When we listen we


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ReceiveInterpret

EvaluateRemember

Respond

Lets play

Lets test our listening skills!!


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Chinese whisper

with a twist.

n gUrge to speak


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Boredom

Pre-conceived notions

Environment

Lack of time

Impatience

I ts my job to talk

not l isten


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Customer Orientation

The most important-


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CUSTOMER.

You As a Customer..

Do you want & demand action?

Are you very direct and to the point in your


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y y p ystatements?

Do you make it clear what you want?

Do you lack patience? Do you tend to speak faster?

Are you focused on results?

Are you usually not interested in details?

Lets recall

Good service Experience ??

Documents

Ppt for Grooming School