Soft skills essential for personal growth
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1
“Soft Skills essential for Personal Growth”
BY THUSHI SUMUDUSRI LANKA
24 September 2010
CONTENTSWhat do you mean by an Image?What is important to build an Image?What is Etiquette?Why Etiquette is so important?What are the advantages of practicing
etiquette?Business Etiquette Dress EtiquetteDinning EtiquetteHandling telephone effectivelyTime Management tipsThe importance of correct Attitude,
Discipline, Commitment & Loyalty for personal & organizational success24 September 2010 2
What do you mean by an Image?
“An image is a mental impression of a person (or an organization), inside ones’ own mind or those of other people, which characterizes good breeding or behaviour that champions good qualities.”
24 September 2010 3
What is an Image?
Who you are-What you do-How you project yourself Professional imageThe lookThe styleBecome known for the higher
level of service you provide Your excellent value system
24 September 2010 4
Conduct your self at the Work Place
The way you talk & behave at the office tell a lot about who you are
24 September 2010 5
ETIQUETTE PROFESSIONALISM
COMMUNICATION
ATTITUDE
CHARACTER
24 September 2010 6
What is important to build an Image?
Conduct one’s self at the workplace (Business Etiquette)
Dress to be smart and professional
Conduct one’s self at a dining function
Meet people with quality and professionalism
Know to handle the telephone effectively
Demonstrate perfect character qualities
Show a positive attitude all the time
Good Time Management
24 September 2010 7
What is Etiquette?
Etiquette is defined as “the forms, manners & ceremonies established by convention as acceptable or required in social relations, in a profession, or in official life”
In other way, these are practices and forms prescribed by social convention.
24 September 2010 8
Good Manners (Good Etiquettes)
Good office manners may not be listed in your job description, but they certainly play a crucial part in your career
The ability to handle yourself properly today, outweighs even your technical skills if you know what to do, when to do it, and how to do it with grace and style, you’ll have a competitive edge in your career
All business experts agree that good manners promote good business.
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Discussion Point
Identify the wrong things (bad etiquette) we do in a typical organization?
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Why is etiquette so important?• Because people judge you and your company by
what they see and by what they believe to be true.
If they perceive that you’re even slightly Uncultured or unrefined, your business may suffer.
If people perceive you to be knowledgeable,
professional and well mannered, they’ll want to do business with you.
As a second chance may not be possible or practical, if you do not have basic knowledge and practice of etiquette.
By learning etiquettes in the business world and local culture, certain situations which could create a bad impressions of you can be avoided and you could win others admiration.
24 September 2010 11
WHAT ARE THE ADVANTAGES OF PRACTIZING ETIQUETTES
People will respect you.Can reduce conflicts among
people. It gives guidelines how to
behave at work place, society etc,.
It is very easy to solve problems.
It will tell you as how to dress smart, communicate effectively, dining manners.
It will tell you as to how to make a good “first impression”.
24 September 2010 12
BASIC GUIDELINES FOR ETIQUETTES
Be courteous and thoughtful to the people around you
Always try to consider other people’s feelings
Apologize when you do a mistake or wrong thing
Avoid raising your voiceBe mindful of your language
24 September 2010 13
Why Business Etiquette?
Day by day, the world is changing and new technologies, businesses, industries and new beliefs are gearing up. In this situation, we as individuals also should change to face these challenges. At business level, you need to meet people or to participate in events, functions or social gatherings. Hence, you should be able to present yourself or behave yourself with good mannerism, kindness and courtesy at any occasions. This will make a difference in personal success and corporate profitability.
24 September 2010 14
Why Business Etiquette?....Business etiquette is an important
factor that put you at ease when you are in business and social situations.
Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously. Etiquette is also about being comfortable around people (and making them comfortable around you!) too.
24 September 2010 15
Business Etiquette
Business Etiquette then, is the way professional Businesspeople-
regardless of job title or type of business conduct themselves around
others.
24 September 2010 16
Introductions (of People)
The “less important” person is introduced to the “more important” person
Rank: social and professional standingSex: woman before manAge: older person commands more
respectMan should always stand up when
introducedWoman: under 18 should always
stand up when introduced
24 September 2010 17
Meeting People with quality & professionalism (the correct handshake)
How you shake hands, introduce your self, how you use your business cards & how you
conduct your self when you meet quality professionals is very important
24 September 2010 18
Some of the situations in which you should shake hands:
When meeting a person for the first time or when saying good-bye.
When renewing your friendships.When greeting or being
introduced to someone. When ending a transaction or
leaving a business meeting or social function.
24 September 2010 19
The proper Hand shake
When you are introduced to someone, you should always stand and shake hands.
When you hand shake look into the eye. Shake hands firmly but not aggressively. It can be last about 3 seconds.Release hands after the shake, even if
the introduction continues. A handshake should be firm but not
bone crushing. Shake hands a couple of times from the
elbow not from the shoulderHold your drink in left hand to avoid a
cold, wet handshake.
24 September 2010 20
Exchange of business cardsHand shake firstOffer the card at the next first
opportunityCard faced upwardsMay use both handsIf placed on the table,
acknowledge with a “thank you”Carry enough cards with you
24 September 2010 21
Business cards
Do not use Mr. or Mrs. Use only professional titleKeep in an easy access placeOffer your own card firstBe selective, do not offer too earlyIf a card is offered, reciprocate
24 September 2010 22
Activity
Practical demonstrations on good etiquette practices in Business Environment
24 September 2010 23
Dress to suit your profession
Professional dressing is all about dressing to suit your profession. A dress that is suited for
one profession may not necessarily suit another profession
24 September 2010 24
MAKING A GOOD “FIRST IMPRESSION”
The way you dress is the single and biggest non-verbal communication you make about yourself.
Your dress conveys success, trustworthiness, intelligence and suitability.
Avoid dark colours and printed fabrics.
Make sure your clothes are nicely pressed.
24 September 2010 25
You should be able to choose your
dress according to the event, function, or occasion and office as well. People can judge you the way you dress. Some points are given below:
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MAKING A GOOD “FIRST IMPRESSION”
Clothing check list :
Is it appropriateDoes it fit?Whilst wearing the outfit can I
work comfortably?Does the color and design suit
me?What message does it send?
24 September 2010 27
Wardrobe Units - Gentlemen
Whatever The Occasion: Dress Smartly
•Formal Wear – Official Functions/ Weddings•Career Wear – Specific Uniform •Business Wear – Corporate Image•Evening Wear – Parties & Cocktails•Travel Wear – Comfort With Style•Casual Wear – Smart And Elegant•Sports Wear – Appropriate Representation
24 September 2010 28
Formal Dressing
Formal Dress Code
Suits •Dark Black Or Navy•Dark Grey•Dark Brown or Shades of Brown•White / Off White
24 September 2010 29
GentlemenShirt – Although lighter shades & solid
colours are worn for work there is no hard & fast rule. The collar should fit (two finger test) & if long sleeves are worn should cover the wrist.
Ties should be, matched with the suit and
shirt. Do not wear particularly funny ones featuring Micky Mouse, Donald duck, Tweety etc.
Shades of the tie could compliment or contrast the shirt24 September 2010 30
Gentlemen
The length of the tie should not exceed the middle of the belt & be no shorter than the top of the belt
The tie pin should be below 4’’ below the tie knot
Socks – Colour should ideally match the tie
or be combined with the shirt & pants
Pants- The trouser leg should break at the front of the shoes & taper down at the bottom
24 September 2010 31
GentlemenShoes – The colour should not be lighter
than that of the trouser
Belt and shoes should match
Make sure to have your shoes polished and shined. Never wear dirty or scuffed shoes.
Avoid using unnecessary accessories
Make sure your hair is not too long for the company. You might be told otherwise.
April 12, 2023 32
Office Wear
24 September 2010 34
LadiesWear a suit with longstanding colours of
Black, Gray, Brown, Navy Blue or blue etc.,. Choose colours to suite your complexion & the occasion
To be a professional, wear an appropriate length skirt, Sarees, Skirt and Blouses, and avoid tight skirts, frocks and mini-skirts. Quality of your suit, gives more strength and impression.
Avoid sleeveless blouses as business attire.
Your blouse should fit comfortably, and not appear to be tight, wrinkled or distracting.
24 September 2010 35
LadiesAvoid dangling earrings and necklaces.
Keep jewelry simple.
Fragrances – Should be subtle & should be used sparingly
Accessories/Jewellery – Should be simple. To a good watch, necklace, ear rings, & a ring per hand. Nothing noisy, flashy or distracting
A purse or bag that will accommodate necessities only, but not bulky.
Always try to wear comfortable shoes. Heals over 1 ½ “ are not recommended for office.
24 September 2010 36
LadiesDark leather handbag is a perfect choice.
Avoid sparkles, jewels, spangles on handbags.
Shoes-Handbag-belt should be at the same colour
Make Up- Should blend, suit the wearer & suit the occasion
Nails- Nail varnish- No chipped nail varnish or cover up jobs. Toe & fingernail varnish should match. Avoid very dark shades – Purple blue, maroon etc, as this can draw attention to your hands. A natural look is best.
24 September 201037
24 September 2010
Activity
Practical demonstrations on good Dress Sense in a typical Business Environment
24 September 2010 39
Conduct your self at Dinning functions
The way you eat, drink & behave at official dinning functions tell a lot
about who you are
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CONDUCT YOURSELF AT DINNING FUNCTIONS
There is need of good table manners. Knowing how to act at a dinner table is going to make your job a lot easier and more enjoyable.
24 September 201041
Different social occasions
Cocktail partyHigh teaBreakfast BrunchBuffet meals Sit down meals
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Cocktail party
Usually around 7 or 7.30pmWill be for 2 hoursDrinks and cocktail food will be
servedMix aroundDo not drink or eat over the limitLeave within 2 hours
24 September 2010 43
High tea
Evening- tea time 3 pm to 6 pmShort eats, cakes servedForks or spoons providedTea, coffee or soft drinks served
24 September 2010 44
Breakfast / Brunch
BreakfastDuring breakfast timeShort meetings – usually 45
minutesShould be fully attired – “on the
way to work”BrunchTime between breakfast & lunchA combination of breakfast and
lunch food will be servedUsually a buffet Atmosphere may be more relaxed
24 September 2010 45
Buffet meals
All main meals could be served in the buffet style
Do not over fill the plateGo for as many serves as
necessaryDo not over eat or waste
24 September 2010 46
Sit-down Meals
Sit down meals – lunch or dinner formal western setting. Up to 6 courses may be served
Typical western meal lunch or dinner generally a 3 course meal
Meals are served individually Each person can have his own
choice of foodTea and coffee may be served after
the meal 24 September 201047
Sit-down Meals
Food is served in individual portionsSide plate will be always on the leftAll glasses will be kept on the rightNapkins will be on the plate or the side plate
Cutlery & crockery •All spoons & knives are on the right side of the plate. •All forks are on the left side of the plate. •Desert spoon & fork will be in front of the plate
24 September 2010 48
Cutlery & crockery
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Formal Western Dining Setting
24 September 2010 50
Glasses
24 September 2010
Bread & butter
•Keep bread on the side plate•Use butter knife or meat knife•Never cut bread – break with fingers•Break to sizes you want to eat•Butter only one portion at a time
24 September 2010 52
Three course meal
1st course – Appetizer , soup, shell fish, salad or fruit
2nd course – Chicken, pork, steak, fish or rice /noodles / spaghetti
3rd course – Fruits, ice cream or puddingFollowed by tea or coffee
24 September 2010 53
Using cutlery
1st course - appetizer
•Use the fork provided•If oysters or shrimp cocktail are ordered – the “oyster fork” will be on the right
24 September 2010 54
Soup
Soup – the right way Hold the spoon in the right handDip the spoon sidewaysDrink from the side of the spoonTilt the bowl away from you
Soup – the wrong way Do not lower the mouth to the bowl but lift the arm to the mouthDo not make a noise when drinking
24 September 2010
2nd course -main meal
ChickenSteakPorkFishRice/NoodlesIndividual servings
24 September 2010 56
Holding a fork & knife
While eatingWhen talking or resting in between
meals - keep the fork and knife turned inwards
Finished positionWhen the eating is complete keep
the fork & knife together , tongs facing
upwards
24 September 2010 57
While eating…GravyYou may break small pieces of bread
or roti with fingers and dip in gravy.Do not try to scoop up gravy with
fork or knife and lickFishFillet the fish a little at a timeHold fish knife like a pencilUse fingers to take bones from
mouth and keep on the side of the plate
Do not spit it out directly to the plate
24 September 2010 58
Spaghetti
Fork to be held on the right, spoon on the left.
Use the fork to swirl the spaghettiSwirl on the spoon, not the on the
plate.Eat with the fork
24 September 201059
3rd course -dessert
FruitsIce creamPudding/cakeFollowed by tea or coffeeDesert spoon & fork will be in front
of the plateUse one or bothUnused items can remain on the
table Tea or coffee may be served. You
may refuse the same24 September 2010 60
CONDUCT YOURSELF AT DINNING FUNCTIONSDo not take too much food into your
mouth. Do not talk when your mouth is full. Do not pile too much food on your
plate.Do not ask for a “doggy bag”. Should sit up straight, but not stiffly. Do not leave the spoon in your
coffee cup or soup bowl. Gentlemen should make sure of all
Ladies are seated before they sit. When you’re not eating, keep your
hands in your lap.
24 September 2010 61
CONDUCT YOURSELF AT DINNING FUNCTIONSElbows may rest gently on the edge of
the table between courses, but not while you’re eating.
Never chew with your mouth open or make loud noises when you eat.
When cutting food (meat, salad, etc.), cut enough for two or three mouthfuls and eat those before cutting more. Don’t cut your whole steak at once.
Place the used teabag beside your cup on your saucer.
Ladies should not leave a lipstick mark on their glass.
24 September 201062
Activity
Practical demonstrations on Dining Etiquette in a typical hotel setting (lunch)
24 September 2010 63
Your verbal & written communications
Your verbal & written communication abilities speaks a lot. Those have to be professional.
Verbal : Speeches, Group Discussions, Face-to-face, TP communications
Written : Memo’s, Letters, E-mails, Faxes, Notices
24 September 201064
Handling the telephone effectively
The caller can not see you, so you can’t impress by the way you dress or how big
your office is. But your voice and your tone creates a mental picture or an image of your company and its business culture And most
of all, about you !
24 September 201065
Basics in Answering your Phone
Keep a the pen and a paper at the beginning of the day
Sit up straight Answer before the third ring Greet and identify yourself Be courteous, friendly and enthusiastic
yet professional Listen with empathy Summarize if needed End the call positively
24 September 2010 66
Basics in Making a Call
Plan your call Greet the person and identify yourself
Be courteous and clear when you speak
Be brief and stick to the point Always call back as quick and as you promised (maximum within 48 Hrs)
Hang up gently24 September 201067
Time Management
Time is probably the scarcest resource of all. Time is precious to us. Time cannot
be saved it can only be managed well so that we achieve all we want to achieve
by effectively managing our time
24 September 2010 68
Above all-be organized and manage your time
Being organized and being able to manage your time will improve the productivity by miles.
Try to do 4 D,s in Time Management
24 September 2010
Time Management
Important
Top 1- Do it 2- Delay
it 3-
Delegate itNot 4- Dump
it
Not Top Urgent
1 2
4 3
24 September 201070
Set Daily Goals - Do it
Managers are always planning. Most successful managers operate with a daily checklist.
Keep a list of prioritized “to do” tasksUse a star or other symbol to
designate projects with the highest priority
Enjoy the process of drawing a line through goals as they are reachedIt will make you feel much better on your way home each day. 24 September 2010 71
DelegateDelegating is good for everybody. Delegating-assigning tasks to
others-has two enormous benefits. It reduces your own task load, and it helps employees make their best contribution to the productivity of your team.
Proper delegation keeps employees motivated, increases productivity and frees the supervisor to do his or her own work.
24 September 201072
Importance of correct ADCL
The importance of correct Attitude,
Discipline Commitment & Loyalty, for Personal
and Organizational Success
24 September 201073
Attitude of the Employee
An attitude is representing an individual's degree of like or dislike for an item. Attitudes are generally positive or negative views of a person, place, thing, or event.
A positive attitude boosts productivity. Your attitude sets the pace & the tone in your team.
*Attitudes are caught, not taught.
* Your attitude speaks so loudly, employees can’t hear what you say.
24 September 201074
Positive AttitudesWHAT ARE THE POSITIVE
BEHAVIOURSpread a SMILE aroundApply “Positive” on “Negatives”Focus on the good things of each
daySay “Please” and “Thank You”Practice EMPATHYEvaluate your behaviour Cultivate your sense of humor 24 September 2010 75
Discipline
Working with accepted norms, behaviors, rules of the company.
Personal Discipline including Grooming/Hygiene
Manage your time Effectively & Efficiently
Planning/Organizing/Leading/Controlling
Discipline should not be violated at any cost
24 September 2010 76
Commitment in Work
Should be very thorough with your job
Remember, your customer is paying your salary
Stick to the appointmentsWork as a teamAlways work with a “helping
mind”.Try to learn from others
24 September 2010 77
Loyalty
You and your family
For the country
Your working place
24 September 2010 78
You and Your family
Look after yourself & your family
- Good food at correct time - Good Sleep/rest - Good exercise - Good leisure/free time - Try to be as stress free as much as possible
Loyalty
24 September 2010 79
Loyal to your work place
-You are living because of your workplace - Be honest/trustworthy - Have a cheerful workplace - Work with a “smile” - Use company resources sparingly
Loyalty
24 September 2010 80
Loyal to your country
- You have a duty to perform to
the country - Be Sri Lankan buy Sri
Lankan
Loyalty
24 September 2010 81