Interpersonal skills & the Common sense handbook

Post on 29-Nov-2014

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This covers the basics of interpersonal skills, & the common sense handbook training, with special content geared towards the training of Guest Relationship Officers at Expo Pakistan 2012.

Transcript of Interpersonal skills & the Common sense handbook

Hi!I’m Faizan Laghari

I’m a tech-entrepreneur,designer & a consultant

Whatare we here for?

The Meet & GreetGestures

Body languageRepresenting Pakistan

The Do’s & Don’ts

What’sat stake?

The

Meet & Greet

Be Punctual (duh!)Pronunciation of names,

translatorsNo 1st namesLook the part

Know what you need to do

The Meet & Greet

The Checklist

Most Crucial Moment Introduce Yourself!

SMILE! A bow, a firm handshake

Ask them about their flight Guide them throughout

The Meet & Greet

The Airport Welcome

Introductions Ask about their commute

Assist throughout Schedule & what’s nextLet them know you’re

there to assist

The Meet & Greet

The Hotel Welcome

Touch base with them Guide / Assist at venue

Punctuality! Introductions at meetings

Don’t rush things!

The Meet & Greet

The Venue & Meetings

GesturesTalking distance

& Body Language

Hands & Handshakes Range of motion

Pointing/Getting attention Over emphasizing

Pay attention

Gestures, Talking distance & Body Language

Gestures

Too close is TOO close! Tone of your voice

Personal space Touching / Reaching

Gestures, Talking distance & Body Language

Talking distance

Posture: Hero to Villain Listening and hearing

Folding arms Fidgeting

The Face, not the screen!

Gestures, Talking distance & Body Language

Body Language

ConversationalTopics &

Do’s & Don’ts

Religion Politics

Personal Relationships Money

Conversational Topics & Do’s and Don’ts

Topics to Avoid

Don’t linger on it Smile, “Why do you ask?”

Humor helps

Conversational Topics & Do’s and Don’ts

Handling a situation

“How much money do you make?” “No children? Why?”

“How come you’re single?”

Conversational Topics & Do’s and Don’ts

Inappropriate questions

Representing

Pakistan

Be Positive! Don’t Criticize!

Share theGOOD side of things!Try not to compare

Representing Pakistan

Love your country!

Terrorism Religious beliefsCurrent situationsReceiving criticism

Don’t argue

Representing Pakistan

Handling situations with Poise

Demeanor& Poise

Don’t stand with yourfeet wide apart

Where to put your handsStand tall & easy

Don’t lean against a wall

Demeanor & Poise

The basic stance

Don’t sit with the sole ofyour foot towards someone

Avoid shaking your leg/footAvoid crossing your legs

Demeanor & Poise

When you’re sitting

Don’t be impatient orat least avoid showing it! Don’t let your attention

wander.Be charming throughout

Demeanor & Poise

Generally

The BasicDo’s & Don’ts

Don’t chew gum! SMS can wait

Don’t Shout or CurseYawn / Sneeze / Cough

Avoid wolf-packsDon’t overcommit

Don’t give up!

The Basic Do’s & Don’ts

Don’ts

Do be prepared Remain hydratedSleep is important

Enjoy the experience Give it your best!

The Basic Do’s & Don’ts

Do’s

Thank you!and best of luck!

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