Interpersonal skills & the Common sense handbook
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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!
Do join us on facebook:
www.facebook.com/expopakistan
And on Twitter: @xpopakistan
