A professional image and business etiquettes are amongst the most critical competences required in any organizational setting. The success of a company lies in its most valuable resources which is the employees. The employees are the brand ambassador of an organization.
Therefore, it is important how one portrays their personal brand image. The way how one carries themselves, behaves and dresses to work says about the values, performance and standard of an organization they work for.
WHO SHOULD ATTEND
Frontliners and trainees
LEARNING OUTCOMES
At the end of the training, participants should be able to:
- Know the power of first impression and how it creates impact and improves professional and business effectiveness
- Gain an advantage by developing a confident yet polished professional image to build client-relations, performance effectiveness and to stand out within the organization
- Build a stronger personal and professional personality towards attitudes, mannerism, and appearance
COMPETENCY ENHANCEMENT AREAS
| Knowledge | Skills | Attitude |
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PROGRAM OUTLINE
WHAT YOU'LL LEARN: DAILY SCHEDULE
- The correspondence of self-perception and perception from others about us
- Common mistakes when one portrays oneself
- People’s expectation of us – the mental picture
- Expectations shape one’s relationship with others
- The elements of first impression – visual, vocal & verbal.
- The importance of smiling in servicing others
- The relationship between smiling and positive emotions and feelings
- Different types of smiling in different situations
- How to show a genuine smile?
- How smiling can lead to closing sales?
- Eyes are the “window of the soul”
- Negative consequences when eye contact is absent
- Importance of appropriate eye contact
- 80/20 rule when making eye contact
- How to tackle awkward eye contact?
- What is considered as neat in the company?
- What are others’ expectations in terms of neatness?
- Positive results of being neat and tidy
- How to enhance personal tidiness and neatness?
- Visual stimuli are the primary information received by the majority
- Aware of the habitual bad hand gestures
- Appropriate hand gestures when serving customers
- Differentiate between open and closed hands and arms gestures
- Positive and negative effects of hand gestures
- The role intonation plays when greeting customers
- Positive and negative feelings arise with different intonation
- Common mistakes when exercising intonation
- Consequences when inappropriate intonation is performed
- Different intonation is required in different situations
- What is the posture?
- Posture says a lot about oneself
- Common bad postures are seen in salesperson in the store
- Negative consequences when negative postures are portrayed
- The relationship between one’s confidence and positive postures
- Germs are everywhere and inevitable
- Consequences of poor personal hygiene including diseases
- What is considered hygienic in the company?
- Aware of own personal hygiene
- Proper ways of exercising personal hygiene
- Self-perception VS others’ perception
- The connected & “disconnected” self-introduction
- Tackle awkward eye contact
- Follow my hands!
- Acting & guessing game
- Glittering germs
- YouTube video: Body language around Volunteers/Customers
- YouTube video: The Shop Assistant by DanKhoo Production
- YouTube video: Retail Scenarios Ep.1 – Personal Hygiene