Download - Ppt for Grooming School
-
7/27/2019 Ppt for Grooming School
1/426
Research shows, communication is
body language
55%
words
7%
style
38%
Communication Skills
-
7/27/2019 Ppt for Grooming School
2/426
Why Communication
to express our emotions
achieve joint understanding to get things done
pass on and obtain information
reach decisions develop relationships
Communication Skills
-
7/27/2019 Ppt for Grooming School
3/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
4/426
Ways & effects of Communication
More Flexible, Less Accurate butresponsive (Grapevine/Rumors)
Informal
Less Flexible, More Accurate
but less responsive (JAGRITI)
Formal
Communication Skills
-
7/27/2019 Ppt for Grooming School
5/426
What is Communication
art of getting your messageacross effectively through:
Visualsleaves greatest impact
Body Languagecan make
Spoken wordsfirst & simplest way
Written wordsreflects importance
Communication Skills
-
7/27/2019 Ppt for Grooming School
6/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
7/426
Communication : The Flow
Sender ReceiverMessage
Feedback
Channel
Perception
DeliveryFormulating
Response
Understanding
Communication Skills
-
7/27/2019 Ppt for Grooming School
8/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
9/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
10/426
Barriers to Effective Communication
Proper Pronunciation
Communication Help Pen
Buffalo Career Guest
Colonel Buffet Bouquet
Rendezvous Bulb Fax
Prakash Pradeep Chandrajeet
Communication Skills
-
7/27/2019 Ppt for Grooming School
11/426
Barriers to Effective Communication
Organisational Barriers
Culture
Environment
Size & structure
Pace of activity
Communication Skills
-
7/27/2019 Ppt for Grooming School
12/426
Barriers to Effective Communication
Process Barriers
Channel/Medium
Irrelevant Information loading
Lack of Response or Feedback
Inappropriate Questions
Communication Skills
-
7/27/2019 Ppt for Grooming School
13/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
14/426
Facial ExpressionsGestures
Posture
Body Language
Communication Skills
-
7/27/2019 Ppt for Grooming School
15/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
16/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
17/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
18/426
Body Language
Look out for some more clues on Body
Language in the given handout
Communication Skills
-
7/27/2019 Ppt for Grooming School
19/426
SPEAKING SKILLS
Communication Skills
-
7/27/2019 Ppt for Grooming School
20/426
Speaking
A wise man reflects
before be speaks;a fool speaks, and then
reflects on what
he has uttered.- French Proverb.
Communication Skills
-
7/27/2019 Ppt for Grooming School
21/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
22/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
23/426
WRITING SKILLS
Communication Skills
-
7/27/2019 Ppt for Grooming School
24/426
Clarity in Writing
Rs 1000000000
Rs. 10,00,00,000/-
Rs. 10 Crore
Communication Skills
-
7/27/2019 Ppt for Grooming School
25/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
26/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
27/426
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
28/426
Use headings and subheadings.
Use ruled sheets instead of plain
ones.
Dont print without thoroughly
checking your sources.
Keep in mind while writing
Communication Skills
-
7/27/2019 Ppt for Grooming School
29/426
LISTENING SKILLS
Communication Skills
C Sk ll
-
7/27/2019 Ppt for Grooming School
30/426
Listeningwhy is it important?
Speaking
9%
16%
30%
45%
Communication Skills
C Sk ll
-
7/27/2019 Ppt for Grooming School
31/426
to receive informationto understand effectively
to enhance clarity
to empathize
Objective of Listening is
Communication Skills
C i i Skill
-
7/27/2019 Ppt for Grooming School
32/426
Avoid distractions
Do not interrupt unnecessarily Be active (show interest)
Paraphrase what youve heard
Throw an echo
So, while Listening
Communication Skills
C i ti Skill
-
7/27/2019 Ppt for Grooming School
33/426
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...
Communication Skills
C i ti Skill
-
7/27/2019 Ppt for Grooming School
34/426
PRESENTATION SKILLS
Communication Skills
C i ti Skill
-
7/27/2019 Ppt for Grooming School
35/426
Research (find out facts & figures)
Prepare (Introduce, Discuss, Conclude)
Rehearse
Be confident
Present Use proper media
While Presenting
Communication Skills
C i ti Skill
-
7/27/2019 Ppt for Grooming School
36/426
5 styles of communicating to manage conflicts
Communication Skills
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
Communication Skills
-
7/27/2019 Ppt for Grooming School
37/426
I HEAR, I forget
I SEE, I rememberI DO, I understand
THANK YOU
Communication Skills
-
7/27/2019 Ppt for Grooming School
38/426
BASICS OF ENGLISH GRAMMAR
PRESENT TENSE BE,DEMONSTRATIVES,
POSSESSIVE ADJECTIVES,PRESENT CONTINOUS, CAN,
PREPOSITIONS
-
7/27/2019 Ppt for Grooming School
39/426
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
-
7/27/2019 Ppt for Grooming School
40/426
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.
-
7/27/2019 Ppt for Grooming School
41/426
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
-
7/27/2019 Ppt for Grooming School
42/426
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
-
7/27/2019 Ppt for Grooming School
43/426
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.
-
7/27/2019 Ppt for Grooming School
44/426
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
-
7/27/2019 Ppt for Grooming School
45/426
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.
-
7/27/2019 Ppt for Grooming School
46/426
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.
-
7/27/2019 Ppt for Grooming School
47/426
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
-
7/27/2019 Ppt for Grooming School
48/426
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
-
7/27/2019 Ppt for Grooming School
49/426
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
-
7/27/2019 Ppt for Grooming School
50/426
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.
-
7/27/2019 Ppt for Grooming School
51/426
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
-
7/27/2019 Ppt for Grooming School
52/426
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
-
7/27/2019 Ppt for Grooming School
53/426
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)
-
7/27/2019 Ppt for Grooming School
54/426
POSSESSIVE ADJECTIVES
I My
You YourHe His
She Her +
It Its
We Our
They Their NOUN
-
7/27/2019 Ppt for Grooming School
55/426
POSSESSIVE ADJTECTIVES
This is our house
Her pants are blueHis shirt is new
This is her cat
-
7/27/2019 Ppt for Grooming School
56/426
POSSESSIVE FORM S
Kevins wife is Rose.
His wife is Rose.
Charlies book is black.
The Childs mother is happy
-
7/27/2019 Ppt for Grooming School
57/426
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
-
7/27/2019 Ppt for Grooming School
58/426
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
-
7/27/2019 Ppt for Grooming School
59/426
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?
-
7/27/2019 Ppt for Grooming School
60/426
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
-
7/27/2019 Ppt for Grooming School
61/426
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
-
7/27/2019 Ppt for Grooming School
62/426
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
-
7/27/2019 Ppt for Grooming School
63/426
DEVELOPING EFFECTIVE
COMMUNICATION SKILLS
-
7/27/2019 Ppt for Grooming School
64/426
A module on :
Basics of Communication
Telephone Etiquettes
Listening
Questioning
-
7/27/2019 Ppt for Grooming School
65/426
Basics of
Communication
Communication is simply a two way process of exchangingideas, information or transmitting verbal and non-verbal
messages.
-
7/27/2019 Ppt for Grooming School
66/426
EffectiveCommunication
EFFECTIVE
COMMUNICATION
PRODUCTIVE
RELATIONSHIP
We communicate to
Get information Motivate
Praise Get feedback Sell Greet Etc.
-
7/27/2019 Ppt for Grooming School
67/426
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
-
7/27/2019 Ppt for Grooming School
68/426
7cs Of Communication
CLEAR COMPLETE CORRECT
CONCISE COURTEOUS
CONCRETE
CONSIDERATE
-
7/27/2019 Ppt for Grooming School
69/426
Process Of Communication
SENDER
MEDIUM
RECIEVER
FEEDBACK
BARRIERS
Studies tell 70 % of mistakes in the workplace are a direct result of
poor communication..
-
7/27/2019 Ppt for Grooming School
70/426
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
-
7/27/2019 Ppt for Grooming School
71/426
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
-
7/27/2019 Ppt for Grooming School
72/426
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?
-
7/27/2019 Ppt for Grooming School
73/426
TelephoneEtiquettes
-
7/27/2019 Ppt for Grooming School
74/426
Before you place calls
Be preparedplan your conversation
Turn away from your computer desk or other work
Have pens, pencils and notepaper handy.
-
7/27/2019 Ppt for Grooming School
75/426
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?
-
7/27/2019 Ppt for Grooming School
76/426
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.
-
7/27/2019 Ppt for Grooming School
77/426
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.
-
7/27/2019 Ppt for Grooming School
78/426
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.
-
7/27/2019 Ppt for Grooming School
79/426
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
-
7/27/2019 Ppt for Grooming School
80/426
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
-
7/27/2019 Ppt for Grooming School
81/426
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?
-
7/27/2019 Ppt for Grooming School
82/426
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
-
7/27/2019 Ppt for Grooming School
83/426
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.
-
7/27/2019 Ppt for Grooming School
84/426
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.
-
7/27/2019 Ppt for Grooming School
85/426
Listening skills
-
7/27/2019 Ppt for Grooming School
86/426
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
-
7/27/2019 Ppt for Grooming School
87/426
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
-
7/27/2019 Ppt for Grooming School
88/426
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.
-
7/27/2019 Ppt for Grooming School
89/426
Questioning
-
7/27/2019 Ppt for Grooming School
90/426
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.
-
7/27/2019 Ppt for Grooming School
91/426
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?
-
7/27/2019 Ppt for Grooming School
92/426
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?
-
7/27/2019 Ppt for Grooming School
93/426
Thank You
Open To Queries
-
7/27/2019 Ppt for Grooming School
94/426
Management FundamentalsConcepts, Applications, Skills Development
Communicating
The Communication Process
-
7/27/2019 Ppt for Grooming School
95/426
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
-
7/27/2019 Ppt for Grooming School
96/426
Communication
Channels1. Oral
2. Nonverbal3. Written
-
7/27/2019 Ppt for Grooming School
97/426
Oral Communication
Face-to-face
MeetingsPresentations
TelephoneVoice mail
Nonverbal
-
7/27/2019 Ppt for Grooming School
98/426
Nonverbal
CommunicationBody languageFacial expressions
Vocal qualityGestures
Posture
SettingPosters (pictures)
Written
-
7/27/2019 Ppt for Grooming School
99/426
Written
CommunicationMemosLetters
Bulletin boardsPosters (words)
Newsletters
ReportsFaxes
E-mail
Grapevine
-
7/27/2019 Ppt for Grooming School
100/426
Grapevine
The flow ofinformation
in anydirectionthroughouttheorganization.
Major Communication Barriers
-
7/27/2019 Ppt for Grooming School
101/426
Major Communication Barriers
Perception
Information Overload
Channel SelectionTrust and Credibility
Not Listening
EmotionsNoise
Filtering
Sender Receiver
Filtering
-
7/27/2019 Ppt for Grooming School
102/426
gCommunication BarriersFiltering is the
process of
altering ordistortinginformation in
order to project amore favorableimage.
Planning the Message
-
7/27/2019 Ppt for Grooming School
103/426
g g
Who
What
When
WhereHow
The Face-to-Face
-
7/27/2019 Ppt for Grooming School
104/426
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
-
7/27/2019 Ppt for Grooming School
105/426
Assume understanding
Receivers feel ignorant
Receivers are ignorant
Reluctance to pointout senders ignorance
4Reasons
WhyPeopleDo Not
AskQuestions
The Message-Receiving
-
7/27/2019 Ppt for Grooming School
106/426
g g
ProcessListen
Analyze
Check
Understanding
Response Styles
-
7/27/2019 Ppt for Grooming School
107/426
Response Styles
Advise Divert Probe Reassure Reflect
ResponseStyles
-
7/27/2019 Ppt for Grooming School
108/426
Management FundamentalsConcepts, Applications, Skills Development
Communicating
A BETTER PERSON
-
7/27/2019 Ppt for Grooming School
109/426
A BETTER PERSONOUT OF ME.
-
7/27/2019 Ppt for Grooming School
110/426
PERSONALITY AS A
WHOLE
INLOOK+
OUTLOOK
-
7/27/2019 Ppt for Grooming School
111/426
PERSONALITY
-
7/27/2019 Ppt for Grooming School
112/426
PERSONALITY
Referred to A
distinct or well
marked
character.
The personality
world arose
from the Greekworld PERSONA
which means
MASK.
DETERMINENTS OF A
-
7/27/2019 Ppt for Grooming School
113/426
PERSONALITY
OUTLOOK
DRESSING SENSE
BODY LANGUAGECOMMUNICTION SKILL
INTELLIGENCE
ATTITUDEORIGINALITY
OUTLOOK
-
7/27/2019 Ppt for Grooming School
114/426
OUTLOOK
It is the GENERAL
VIEW or
MENTAL
ATTITUDE of a
person.
DRESSING SENSE
-
7/27/2019 Ppt for Grooming School
115/426
DRESSING SENSE
Dress according
to the occasion
to get special
attention or
appreciation of
masses.
BODY LANGUAGE
-
7/27/2019 Ppt for Grooming School
116/426
BODY LANGUAGE
An individual canbe judgedthrough bodylanguage whichconsist of
EYE CONTACT
FACIAL
EXPRESSION POSTURE
HEAD NODS
COMMUNICATION SKILLS
-
7/27/2019 Ppt for Grooming School
117/426
COMMUNICATION SKILLS
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
-
7/27/2019 Ppt for Grooming School
118/426
INTELLIGENCE
It counts QUICK
UNDERSTANDING
and MENTAL
ALERTNESSwhich makes you
stand ahead in the
crowd.
ATTITUDE
-
7/27/2019 Ppt for Grooming School
119/426
ATTITUDE
Thinking & Feeling,
Action & Reactions
together form Attitudeof a person.
So think Positive andbe Optimistic to be
known as a dynamic
personality.
ORIGINALITY
-
7/27/2019 Ppt for Grooming School
120/426
ORIGINALITY
It is the identity
of one
Originality isone which is
original,which
can not be
changed byanyone
ENEMIES OF A GOOD
-
7/27/2019 Ppt for Grooming School
121/426
ENEMIES OF A GOOD
PERSONALITY
COMPARISON OR COMPLEXES
INFERIORITYCOUNTING YOURSELF DOWN
SUPERIORITY
COUNTING OTHERS DOWN
LOOKING BACK
-
7/27/2019 Ppt for Grooming School
122/426
LOOKING BACK
ATTITUDE
-
7/27/2019 Ppt for Grooming School
123/426
RIGIDITYRIGID TH INGS CAN ONLY BE
BROKEN
-
7/27/2019 Ppt for Grooming School
124/426
DEPRESSION & STRESS
-
7/27/2019 Ppt for Grooming School
125/426
TYPES OF STRESS
PHYSICAL STRESSMENTAL STRESS
DEPRESSION
-
7/27/2019 Ppt for Grooming School
126/426
DEPRESSION
lets catch& kill it.
Reasons
-
7/27/2019 Ppt for Grooming School
127/426
Reasons
BAD EXPERIENCE IN THE PAST
Reasons
-
7/27/2019 Ppt for Grooming School
128/426
SELFGENERATEDWHERE I AM THE REASON
Reasons
Reasons
-
7/27/2019 Ppt for Grooming School
129/426
SELFGENERATEDWHERE I AM THE REASON
Reasons
Financial policies
Debts etc.
Reasons
-
7/27/2019 Ppt for Grooming School
130/426
PSUEDO depression
where I am not the reason...
Reasons
Anxiety
-
7/27/2019 Ppt for Grooming School
131/426
Doubt
-
7/27/2019 Ppt for Grooming School
132/426
ImpatienceI WANT RESULTASAP
Reasons
-
7/27/2019 Ppt for Grooming School
133/426
COMPLEXESthe biggest reason
Reasons
Reasons
-
7/27/2019 Ppt for Grooming School
134/426
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
-
7/27/2019 Ppt for Grooming School
135/426
Self di sobedience
Or
negligence
WAYS TO TACKLE DEPRESSION
-
7/27/2019 Ppt for Grooming School
136/426
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.
-
7/27/2019 Ppt for Grooming School
137/426
ACCEPT CRITISISM & UPDATE
YOURSELF.
-
7/27/2019 Ppt for Grooming School
138/426
DO HEALTHY COMPARISON.
-
7/27/2019 Ppt for Grooming School
139/426
CONTROL YOURSELF TO AVOID
OTHERS COMMANDSON YOU.
-
7/27/2019 Ppt for Grooming School
140/426
AVOID DISCOURAGINGPEOPLEthey are poisonous.
-
7/27/2019 Ppt for Grooming School
141/426
BE PATIENT;
BUT NOT A PATIENT
DISCUSSION
-
7/27/2019 Ppt for Grooming School
142/426
WHAT TO TELL ANDTO WHOM???
DISCUSS YOUR
PROBLEMS WITH
WISE PEOPLE ONLY
-
7/27/2019 Ppt for Grooming School
143/426
RECREATION
-
7/27/2019 Ppt for Grooming School
144/426
Ask god the almighty
JUST STAND ASIDE AND
-
7/27/2019 Ppt for Grooming School
145/426
JUST STAND ASIDE AND
WATCH YOURSELF GOBY,
TAKE YOURSELF AS
HE INSTEAD OF I.
-
7/27/2019 Ppt for Grooming School
146/426
Dress for SuccessWinning First Impressions forthe Corporate World
First Impressions
-
7/27/2019 Ppt for Grooming School
147/426
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
-
7/27/2019 Ppt for Grooming School
148/426
you would hire
What influenced you?
-
7/27/2019 Ppt for Grooming School
149/426
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
-
7/27/2019 Ppt for Grooming School
150/426
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 -
-
7/27/2019 Ppt for Grooming School
151/426
Colors That Work Dark to medium range blues
Navy Bluerespected by all socio-economic levels
Gray Camel/Beige
Black
Dark Brown Burgundy
Rust
First Impression Guidelines -
-
7/27/2019 Ppt for Grooming School
152/426
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.
First Impression Guidelines -
-
7/27/2019 Ppt for Grooming School
153/426
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
First Impression Guidelines -
-
7/27/2019 Ppt for Grooming School
154/426
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
First Impression Guidelines -
-
7/27/2019 Ppt for Grooming School
155/426
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
First Impression Guidelines -
Th T D i i
-
7/27/2019 Ppt for Grooming School
156/426
The Ten Decisions Social Position
Economic Level
Educational Level
Trustworthiness Moral Character
Level of Sophistication
Successprevious and current
Social Heritage Economic Heritage
Educational Heritage
First Impression Guidelines -
R h
-
7/27/2019 Ppt for Grooming School
157/426
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 !
-
7/27/2019 Ppt for Grooming School
158/426
Remember!
You only have one chance to
make a first impression.
Dress for success and youlllook like you belong at the top!
-
7/27/2019 Ppt for Grooming School
159/426
Doing a Good Presentation
Bored Meeting
-
7/27/2019 Ppt for Grooming School
160/426
Common causes of I neffective
Presentations
-
7/27/2019 Ppt for Grooming School
161/426
Presentations
Failure to motivate the audience
Confusing structure
Gaps in logic
Excessive details
Poorly designed slides
Presentation Development Steps
-
7/27/2019 Ppt for Grooming School
162/426
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
-
7/27/2019 Ppt for Grooming School
163/426
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
-
7/27/2019 Ppt for Grooming School
164/426
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
-
7/27/2019 Ppt for Grooming School
165/426
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
-
7/27/2019 Ppt for Grooming School
166/426
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
-
7/27/2019 Ppt for Grooming School
167/426
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
-
7/27/2019 Ppt for Grooming School
168/426
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
Organizing your Delivery -
The M iddle
-
7/27/2019 Ppt for Grooming School
169/426
e dd e
Say it
Organize presentation around
three aspects of the subject
1._____________
2._____________
3._____________
Organizing your Delivery -
The Close
-
7/27/2019 Ppt for Grooming School
170/426
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
-
7/27/2019 Ppt for Grooming School
171/426
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
-
7/27/2019 Ppt for Grooming School
172/426
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
-
7/27/2019 Ppt for Grooming School
173/426
font and size
bullet style
use ofcolor
Use of
Capitalization
Use the same:
Step 6: Why Visuals?
-
7/27/2019 Ppt for Grooming School
174/426
Visuals are powerful tools because they:
increase understanding
save time
enhance attention
promote attentiveness
help control nervousness
Style: To Read or Not To Read?
-
7/27/2019 Ppt for Grooming School
175/426
Do not read your entire presentation
Sometimes read key parts for
emphasis
impact
accuracy
Write your notes in oral language
Style: Building Rapport
-
7/27/2019 Ppt for Grooming School
176/426
Make eye contact
Use humor carefully
Communicate sincerity through gesturesand facial expressions
Style: Voice
-
7/27/2019 Ppt for Grooming School
177/426
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
-
7/27/2019 Ppt for Grooming School
178/426
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
-
7/27/2019 Ppt for Grooming School
179/426
Prepare
(Know the room, audience, material)
Relax
Visualize yourself giving your presentation
Realize that people want you to succeed
Preparation is Key!
-
7/27/2019 Ppt for Grooming School
180/426
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
-
7/27/2019 Ppt for Grooming School
181/426
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...
-
7/27/2019 Ppt for Grooming School
182/426
Connect with your audience through...
1. Preparation
2. Organizing your delivery
3. Style, voice & appearance
4. Tailoring nervous energy
POST IT!
-
7/27/2019 Ppt for Grooming School
183/426
CORPORATE ETIQUETTE
OBJECTIVE
-
7/27/2019 Ppt for Grooming School
184/426
TO ACQUIRE SKILLS RELATED TOCORPORATE ETIQUETTE
AGENDA
-
7/27/2019 Ppt for Grooming School
185/426
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?
-
7/27/2019 Ppt for Grooming School
186/426
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
-
7/27/2019 Ppt for Grooming School
187/426
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
-
7/27/2019 Ppt for Grooming School
188/426
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
-
7/27/2019 Ppt for Grooming School
189/426
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
SUCCESSFUL ENCOUNTERS -
Contd
-
7/27/2019 Ppt for Grooming School
190/426
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
SUCCESSFUL ENCOUNTERS -
Contd
-
7/27/2019 Ppt for Grooming School
191/426
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?
SUCCESSFUL ENCOUNTERS
-
7/27/2019 Ppt for Grooming School
192/426
UNDERSTANDING BODY
LANGUAGE
- Person turns away or averts his eyes
(disagreement / annoyed/ distracted)
- Person turns to face you
(interested)- Slouching
(loosing interest)
SUCCESSFUL ENCOUNTERS
-
7/27/2019 Ppt for Grooming School
193/426
UNDERSTANDING BODY
LANGUAGE
- Raising hands to his chest
(honest)
- Wringing hands, nail-biting, foot tapping,
shaking legs(nervous)
SUCCESSFUL ENCOUNTERS -
Contd
-
7/27/2019 Ppt for Grooming School
194/426
Contd.
BEHAVIOR
Talks too muchIgnores others
Interrupts
Only discusseswork
IMPRESSION
CREATED
Nervous/Insensitive
Snobbish
Rude
Too serious
MANNERS FOR MEETING AND
GREETING
-
7/27/2019 Ppt for Grooming School
195/426
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
MANNERS FOR MEETING AND
GREETING - Contd.
-
7/27/2019 Ppt for Grooming School
196/426
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
MANNERS FOR MEETING AND
GREETING - Contd.
-
7/27/2019 Ppt for Grooming School
197/426
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.
MANNERS FOR MEETING AND
GREETING - Contd.
-
7/27/2019 Ppt for Grooming School
198/426
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
MANNERS FOR MEETING AND
GREETING - Contd.
-
7/27/2019 Ppt for Grooming School
199/426
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
MANNERS FOR MEETING AND
GREETING - Contd.
-
7/27/2019 Ppt for Grooming School
200/426
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
-
7/27/2019 Ppt for Grooming School
201/426
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.
-
7/27/2019 Ppt for Grooming School
202/426
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
SPATIAL ARRANGEMENTS -
Contd.
-
7/27/2019 Ppt for Grooming School
203/426
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
SPATIAL ARRANGEMENTS -
Contd.
-
7/27/2019 Ppt for Grooming School
204/426
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
SPATIAL ARRANGEMENTS -
Contd.
-
7/27/2019 Ppt for Grooming School
205/426
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
-
7/27/2019 Ppt for Grooming School
206/426
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.
-
7/27/2019 Ppt for Grooming School
207/426
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
PROFESSIONAL PRESENCE -
Contd.
-
7/27/2019 Ppt for Grooming School
208/426
GROOMING WEAKNESSES
Food-stained clothing
Slip or undergarments showing
Hem unraveled
Wrinkled clothing
Button missing or unbuttoned
Shoes need polishing
PROFESSIONAL PRESENCE -
Contd.
-
7/27/2019 Ppt for Grooming School
209/426
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
-
7/27/2019 Ppt for Grooming School
210/426
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.
-
7/27/2019 Ppt for Grooming School
211/426
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
-
7/27/2019 Ppt for Grooming School
212/426
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.
-
7/27/2019 Ppt for Grooming School
213/426
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.
-
7/27/2019 Ppt for Grooming School
214/426
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.
-
7/27/2019 Ppt for Grooming School
215/426
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
-
7/27/2019 Ppt for Grooming School
216/426
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
-
7/27/2019 Ppt for Grooming School
217/426
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.
-
7/27/2019 Ppt for Grooming School
218/426
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.
-
7/27/2019 Ppt for Grooming School
219/426
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.
-
7/27/2019 Ppt for Grooming School
220/426
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
-
7/27/2019 Ppt for Grooming School
221/426
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.
-
7/27/2019 Ppt for Grooming School
222/426
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
-
7/27/2019 Ppt for Grooming School
223/426
TO ACQUIRE SKILLS RELATED TOCORPORATE ETIQUETTE
-
7/27/2019 Ppt for Grooming School
224/426
-
7/27/2019 Ppt for Grooming School
225/426
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
-
7/27/2019 Ppt for Grooming School
226/426
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
-
7/27/2019 Ppt for Grooming School
227/426
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.
-
7/27/2019 Ppt for Grooming School
228/426
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
-
7/27/2019 Ppt for Grooming School
229/426
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
-
7/27/2019 Ppt for Grooming School
230/426
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.
-
7/27/2019 Ppt for Grooming School
231/426
An organization where people treat each other
well tends to be more successful than others.
-
7/27/2019 Ppt for Grooming School
232/426
Professional Etiquette
F irst Impressions
-
7/27/2019 Ppt for Grooming School
233/426
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
-
7/27/2019 Ppt for Grooming School
234/426
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
-
7/27/2019 Ppt for Grooming School
235/426
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
-
7/27/2019 Ppt for Grooming School
236/426
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
-
7/27/2019 Ppt for Grooming School
237/426
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
-
7/27/2019 Ppt for Grooming School
238/426
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
-
7/27/2019 Ppt for Grooming School
239/426
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
-
7/27/2019 Ppt for Grooming School
240/426
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
-
7/27/2019 Ppt for Grooming School
241/426
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:
-
7/27/2019 Ppt for Grooming School
242/426
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,
-
7/27/2019 Ppt for Grooming School
243/426
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
-
7/27/2019 Ppt for Grooming School
244/426
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
-
7/27/2019 Ppt for Grooming School
245/426
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
-
7/27/2019 Ppt for Grooming School
246/426
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
-
7/27/2019 Ppt for Grooming School
247/426
Dining Etiquette
Meet and Greet
First impressions are lasting, and it is sometimes
th l t it h
-
7/27/2019 Ppt for Grooming School
248/426
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
-
7/27/2019 Ppt for Grooming School
249/426
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
-
7/27/2019 Ppt for Grooming School
250/426
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
-
7/27/2019 Ppt for Grooming School
251/426
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
-
7/27/2019 Ppt for Grooming School
252/426
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 )
-
7/27/2019 Ppt for Grooming School
253/426
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
-
7/27/2019 Ppt for Grooming School
254/426
Eating
Step One
Wh tti i f f d
-
7/27/2019 Ppt for Grooming School
255/426
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
-
7/27/2019 Ppt for Grooming School
256/426
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
-
7/27/2019 Ppt for Grooming School
257/426
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
-
7/27/2019 Ppt for Grooming School
258/426
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
-
7/27/2019 Ppt for Grooming School
259/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
260/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
261/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
262/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
263/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
264/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
265/426
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
Meal Time Basics
-
7/27/2019 Ppt for Grooming School
266/426
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!
-
7/27/2019 Ppt for Grooming School
267/426
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
-
7/27/2019 Ppt for Grooming School
268/426
Introduction-Soft Skills
The ability to provide quality service
Expertise to assess the type of customer
-
7/27/2019 Ppt for Grooming School
269/426
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
-
7/27/2019 Ppt for Grooming School
270/426
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
-
7/27/2019 Ppt for Grooming School
271/426
Three things you will wish that could improveyour performance.
What do you want from your career?
You want:
-
7/27/2019 Ppt for Grooming School
272/426
To stay in business
To stay in your job
To be someone people think ofpositively
Why customer service matters?
Commercial survival
-
7/27/2019 Ppt for Grooming School
273/426
Commercial survival
Job security
Good self image
Six Elements of Professional ism
Manage the customer call
Effective leadership
-
7/27/2019 Ppt for Grooming School
274/426
Effective leadership Confidence and Control
Know your products & services
Be a team player
Remain customer-focused
Take responsibility
The Transparency Principle
Communication Skills
-
7/27/2019 Ppt for Grooming School
275/426
The Transparency PrincipleCommunicateeffectively
Quick does not always Customer
Solutions equal Satisfaction
-
7/27/2019 Ppt for Grooming School
276/426
Solutions equal Satisfaction
Friendliness & does not always Customer
Rapport equal Satisfaction
Trust Confidence Equals Customer
& expertise Satisfaction
Communicating Equals CustomerIdeas & actions Satisfaction
Communication : Telephonic
-
7/27/2019 Ppt for Grooming School
277/426
TONE82%
WORDS
18%
tone of voice
w ords used
Vocal Qualities
Volume
-
7/27/2019 Ppt for Grooming School
278/426
Volume
Pitch
Clarity
Modulation
Tone
-
7/27/2019 Ppt for Grooming School
279/426
Inflection
Rate
Voice Contour
Tone
-
7/27/2019 Ppt for Grooming School
280/426
Expresses feeling or emotion.
Lets play a game !!!!!
Inflection
Emphasizing words to enhance
message
-
7/27/2019 Ppt for Grooming School
281/426
message.
Lets Practice!!!!!
Voice Contour
Statement :Contour will be leveled
-
7/27/2019 Ppt for Grooming School
282/426
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.
-
7/27/2019 Ppt for Grooming School
283/426
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
-
7/27/2019 Ppt for Grooming School
284/426
y
I want to buy a Mercedes Benz this month
I want to buy a Mercedes Benz this month
I want to buy a Mercedes Benz this month
Example 2
Shall we go out for dinner tonight?
Shall we go out for dinner tonight?
-
7/27/2019 Ppt for Grooming School
285/426
Shall we go out for dinner tonight?
Shall we go out for dinner tonight?
Shall we go out for dinner tonight?
Shall we go out fordinnertonight?
Shall we go out for dinnertonight?
Listening skills
Listening without interrupting.
-
7/27/2019 Ppt for Grooming School
286/426
Listening without interrupting.
5 Steps to Listening Effectively
When we listen we
-
7/27/2019 Ppt for Grooming School
287/426
ReceiveInterpret
EvaluateRemember
Respond
Lets play
Lets test our listening skills!!
-
7/27/2019 Ppt for Grooming School
288/426
Chinese whisper
with a twist.
n gUrge to speak
-
7/27/2019 Ppt for Grooming School
289/426
Boredom
Pre-conceived notions
Environment
Lack of time
Impatience
I ts my job to talk
not l isten
-
7/27/2019 Ppt for Grooming School
290/426
Customer Orientation
The most important-
-
7/27/2019 Ppt for Grooming School
291/426
CUSTOMER.
You As a Customer..
Do you want & demand action?
Are you very direct and to the point in your
-
7/27/2019 Ppt for Grooming School
292/426
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 ??