Soft skills essential for personal growth


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this presentation is very important for identified table manners and interview tips.

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Soft skills essential for personal growth

  1. 1. 1<br />“Soft Skills essential for Personal Growth”<br />BY THUSHI SUMUDU<br />SRI LANKA<br />24 September 2010<br />
  2. 2. CONTENTS<br />What do you mean by an Image?<br />What is important to build an Image?<br />What is Etiquette?<br />Why Etiquette is so important?<br />What are the advantages of practicing etiquette?<br />Business Etiquette <br />Dress Etiquette<br />Dinning Etiquette<br />Handling telephone effectively<br />Time Management tips<br />The importance of correct Attitude, Discipline, Commitment & Loyalty for personal & organizational success<br />24 September 2010<br />2<br />
  3. 3. What do you mean by an Image?<br />“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.”<br />24 September 2010<br />3<br />
  4. 4. What is an Image?<br />Who you are-<br />What you do-<br />How you project yourself <br /> <br />Professional image<br />The look<br />The style<br />Become known for the higher level of service you provide <br />Your excellent value system<br />24 September 2010<br />4<br />
  5. 5. Conduct your self at the Work Place<br />The way you talk & behave at the office tell a lot about who you are<br />24 September 2010<br />5<br />
  6. 6. ETIQUETTE<br />PROFESSIONALISM<br />ATTITUDE<br />CHARACTER<br />COMMUNICATION<br />24 September 2010<br />6<br />
  7. 7. What is important to build an Image?<br />Conduct one’s self at the workplace (Business Etiquette)<br />Dress to be smart and professional<br />Conduct one’s self at a dining function<br />Meet people with quality and professionalism<br />Know to handle the telephone effectively <br />Demonstrate perfect character qualities<br />Show a positive attitude all the time<br />Good Time Management<br />24 September 2010<br />7<br />
  8. 8. What is Etiquette?<br /> 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”<br />In other way, these are practices and forms prescribed by social convention.<br />24 September 2010<br />8<br />
  9. 9. Good Manners (Good Etiquettes)<br />Good office manners may not be listed in your job description, but they certainly play a crucial part in your career<br />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<br />All business experts agree that good manners promote good business. <br />24 September 2010<br />9<br />
  10. 10. Discussion Point<br />Identify the wrong things (bad etiquette) we do in a typical organization?<br />24 September 2010<br />10<br />
  11. 11. Why is etiquette so important?<br /><ul><li>Because people judge you and your company by what they see and by what they believe to be true.</li></ul>If they perceive that you’re even slightly Uncultured or unrefined, your business may suffer.<br />If people perceive you to be knowledgeable, professional and well mannered, they’ll want to do business with you.<br />As a second chance may not be possible or practical, if you do not have basic knowledge and practice of etiquette.<br />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.<br />24 September 2010<br />11<br />
  12. 12. WHAT ARE THE ADVANTAGES OF PRACTIZING ETIQUETTES<br />People will respect you.<br />Can reduce conflicts among people. <br />It gives guidelines how to behave at work place, society etc,.<br />It is very easy to solve problems. <br />It will tell you as how to dress smart, communicate effectively, dining manners.<br />It will tell you as to how to make a good “first impression”.<br />24 September 2010<br />12<br />
  13. 13. BASIC GUIDELINES FOR ETIQUETTES<br />Be courteous and thoughtful to the people around you<br />Always try to consider other people’s feelings<br />Apologize when you do a mistake or wrong thing<br />Avoid raising your voice<br />Be mindful of your language<br />24 September 2010<br />13<br />
  14. 14. Why Business Etiquette?<br /> 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.<br />24 September 2010<br />14<br />
  15. 15. Why Business Etiquette?....<br />Business etiquette is an important factor that put you at ease when you are in business and social situations. <br />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.<br />24 September 2010<br />15<br />
  16. 16. Business Etiquette<br />Business Etiquette then, is the way professional Businesspeople-regardless of job title or type of business conduct themselves around others.<br />24 September 2010<br />16<br />
  17. 17. Introductions (of People)<br />The “less important” person is introduced to the “more important” person<br />Rank: social and professional standingSex: woman before manAge: older person commands more <br /> respect<br />Man should always stand up when introduced<br />Woman: under 18 should always stand up when introduced<br />24 September 2010<br />17<br />
  18. 18. Meeting People with quality & professionalism (the correct handshake)<br />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<br />24 September 2010<br />18<br />
  19. 19. Some of the situations in which you should shake hands:<br />When meeting a person for the first time or when saying good-bye. <br />When renewing your friendships.<br />When greeting or being introduced to someone. <br />When ending a transaction or leaving a business meeting or social function.<br />24 September 2010<br />19<br />
  20. 20. The proper Hand shake<br />When you are introduced to someone, you should always stand and shake hands. <br />When you hand shake look into the eye. <br />Shake hands firmly but not aggressively. <br />It can be last about 3 seconds.<br />Release hands after the shake, even if the introduction continues. <br />A handshake should be firm but not bone crushing.  <br />Shake hands a couple of times from the elbow not from the shoulder<br />Hold your drink in left hand to avoid a cold, wet handshake.<br />24 September 2010<br />20<br />
  21. 21. Exchange of business cards<br />Hand shake first<br />Offer the card at the next first opportunity<br />Card faced upwards<br />May use both hands<br />If placed on the table, acknowledge with a “thank you”<br />Carry enough cards with you<br />24 September 2010<br />21<br />
  22. 22. Business cards<br />Do not use Mr. or Mrs. <br />Use only professional title<br />Keep in an easy access place<br />Offer your own card first<br />Be selective, do not offer too early<br />If a card is offered, reciprocate<br />24 September 2010<br />22<br />
  23. 23. Activity<br />Practical demonstrations on good etiquette practices in Business Environment<br />24 September 2010<br />23<br />
  24. 24. Dress to suit your profession<br /> Professional dressing is all about dressing to suit your profession. A dress that is suited for one profession may not necessarily suit another profession<br />24 September 2010<br />24<br />
  25. 25. MAKING A GOOD “FIRST IMPRESSION”<br />The way you dress is the single and biggest non-verbal communication you make about yourself.<br />Your dress conveys success, trustworthiness, intelligence and suitability. <br />Avoid dark colours and printed fabrics.<br />Make sure your clothes are nicely pressed. <br />24 September 2010<br />25<br />
  26. 26.  <br />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:<br />24 September 2010<br />26<br />MAKING A GOOD “FIRST IMPRESSION”<br />
  27. 27. Clothing check list : <br />Is it appropriate<br />Does it fit?<br />Whilst wearing the outfit can I work comfortably?<br />Does the color and design suit me?<br />What message does it send?<br />24 September 2010<br />27<br />
  28. 28. Wardrobe Units - Gentlemen<br />Whatever The Occasion: Dress Smartly<br /><ul><li>Formal Wear – Official Functions/ Weddings
  29. 29. Career Wear – Specific Uniform
  30. 30. Business Wear – Corporate Image
  31. 31. Evening Wear – Parties & Cocktails
  32. 32. Travel Wear – Comfort With Style
  33. 33. Casual Wear – Smart And Elegant
  34. 34. Sports Wear – Appropriate Representation</li></ul>24 September 2010<br />28<br />
  35. 35. Formal Dressing<br />Formal Dress Code<br />Suits <br /><ul><li>Dark Black Or Navy
  36. 36. Dark Grey
  37. 37. Dark Brown or Shades of Brown
  38. 38. White / Off White</li></ul>24 September 2010<br />29<br />
  39. 39. Gentlemen<br />Shirt – 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. <br />Ties should be, matched with the suit and shirt. Do not wear particularly funny ones featuring Micky Mouse, Donald duck, Tweety etc.<br />Shades of the tie could compliment or contrast the shirt<br />24 September 2010<br />30<br />
  40. 40. Gentlemen<br />The length of the tie should not exceed the middle of the belt & be no shorter than the top of the belt<br />The tie pin should be below 4’’ below the tie knot<br /> <br />Socks – Colour should ideally match the tie or be combined with the shirt & pants<br />Pants- The trouser leg should break at the front of the shoes & taper down at the bottom<br />24 September 2010<br />31<br />
  41. 41. Gentlemen<br />Shoes – The colour should not be lighter than that of the trouser<br />Belt and shoes should match<br /> Make sure to have your shoes polished and shined. Never wear dirty or scuffed shoes.<br />Avoid using unnecessary accessories <br />Make sure your hair is not too long for the company. You might be told otherwise. <br />10 February 2011<br />32<br />
  42. 42. Office Wear<br />24 September 2010<br />34<br />
  43. 43. Ladies<br />Wear a suit with longstanding colours of Black, Gray, Brown, Navy Blue or blue etc.,. Choose colours to suite your complexion & the occasion<br />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.<br /> <br />Avoid sleeveless blouses as business attire. Your blouse should fit comfortably, and not appear to be tight, wrinkled or distracting.<br />24 September 2010<br />35<br />
  44. 44. Ladies<br />Avoid dangling earrings and necklaces. Keep jewelry simple. <br />Fragrances – Should be subtle & should be used sparingly<br />Accessories/Jewellery – Should be simple. To a good watch, necklace, ear rings, & a ring per hand. Nothing noisy, flashy or distracting<br />A purse or bag that will accommodate necessities only, but not bulky.<br />Always try to wear comfortable shoes. Heals over 1 ½ “ are not recommended for office.<br />24 September 2010<br />36<br />
  45. 45. Ladies<br />Dark leather handbag is a perfect choice. Avoid sparkles, jewels, spangles on handbags.<br />Shoes-Handbag-belt should be at the same colour<br />Make Up- Should blend, suit the wearer & suit the occasion<br />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.<br /> <br />24 September 2010<br />37<br />
  46. 46. 24 September 2010<br />
  47. 47. Activity<br />Practical demonstrations on good Dress Sense in a typical Business Environment<br />24 September 2010<br />39<br />
  48. 48. Conduct your self at Dinning functions <br />The way you eat, drink & behave at official dinning functions tell a lot about who you are<br />24 September 2010<br />40<br />
  49. 49. CONDUCT YOURSELF AT DINNING FUNCTIONS <br /> 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. <br />24 September 2010<br />41<br />
  50. 50. Different social occasions<br />Cocktail party<br />High tea<br />Breakfast <br />Brunch<br />Buffet meals<br />Sit down meals<br />24 September 2010<br />42<br />
  51. 51. Cocktail party<br />Usually around 7 or 7.30pm<br />Will be for 2 hours<br />Drinks and cocktail food will be served<br />Mix around<br />Do not drink or eat over the limit<br />Leave within 2 hours <br />24 September 2010<br />43<br />
  52. 52. High tea<br />Evening- tea time 3 pm to 6 pm<br />Short eats, cakes served<br />Forks or spoons provided<br />Tea, coffee or soft drinks served<br />24 September 2010<br />44<br />
  53. 53. Breakfast / Brunch<br />Breakfast<br />During breakfast time<br />Short meetings – usually 45 minutes<br />Should be fully attired – “on the way to work”<br />Brunch<br />Time between breakfast & lunch<br />A combination of breakfast and lunch food will be served<br />Usually a buffet <br />Atmosphere may be more relaxed<br />24 September 2010<br />45<br />
  54. 54. Buffet meals<br />All main meals could be served in the buffet style<br />Do not over fill the plate<br />Go for as many serves as necessary<br />Do not over eat or waste<br />24 September 2010<br />46<br />
  55. 55. Sit-down Meals<br />Sit down meals – lunch or dinner formal western setting. Up to 6 courses may be served<br />Typical western meal lunch or dinner generally a 3 course meal<br />Meals are served individually <br />Each person can have his own choice of food<br />Tea and coffee may be served after the meal<br />24 September 2010<br />47<br />
  56. 56. Sit-down Meals<br /><ul><li>Food is served in individual portions
  57. 57. Side plate will be always on the left
  58. 58. All glasses will be kept on the right
  59. 59. Napkins will be on the plate or the side plate</li></ul>Cutlery & crockery<br /><ul><li>All spoons & knives are on the right side of the plate.
  60. 60. All forks are on the left side of the plate.
  61. 61. Desert spoon & fork will be in front of the plate</li></ul>24 September 2010<br />48<br />
  62. 62. Cutlery & crockery<br />24 September 2010<br />49<br />
  63. 63. Formal Western Dining Setting<br />24 September 2010<br />50<br />
  64. 64. Glasses<br />24 September 2010<br />
  65. 65. Bread & butter<br /><ul><li>Keep bread on the side plate
  66. 66. Use butter knife or meat knife
  67. 67. Never cut bread – break with fingers
  68. 68. Break to sizes you want to eat
  69. 69. Butter only one portion at a time</li></ul>24 September 2010<br />52<br />
  70. 70. Three course meal<br />1st course–<br />Appetizer , soup, shell fish, salad or fruit<br />2nd course–<br />Chicken, pork, steak, fish or rice /noodles / <br />spaghetti<br />3rd course–<br />Fruits, ice cream or pudding<br />Followed by tea or coffee<br />24 September 2010<br />53<br />
  71. 71. Using cutlery<br />1st course - appetizer <br /><ul><li>Use the fork provided
  72. 72. If oysters or shrimp cocktail are ordered – the “oyster fork” will be on the right</li></ul>24 September 2010<br />54<br />
  73. 73. Soup<br />Soup – the right way <br />Hold the spoon in the right hand<br />Dip the spoon sideways<br />Drink from the side of the spoon<br />Tilt the bowl away from you<br />Soup – the wrong way <br />Do not lower the mouth to the <br />bowl but lift the arm to the mouth<br />Do not make a noise when drinking<br />24 September 2010<br />
  74. 74. 2nd course -main meal <br />Chicken<br />Steak<br />Pork<br />Fish<br />Rice/Noodles<br />Individual servings <br />24 September 2010<br />56<br />
  75. 75. Holding a fork & knife<br />While eating<br />When talking or resting in between meals - keep the fork and knife <br /> turned inwards<br />Finished position<br />When the eating is complete keep the fork & <br /> knife together , tongs facing upwards<br /> <br />24 September 2010<br />57<br />
  76. 76. While eating…<br />Gravy<br />You may break small pieces of bread or roti with fingers and dip in gravy.<br />Do not try to scoop up gravy with fork or knife and lick<br />Fish<br />Fillet the fish a little at a time<br />Hold fish knife like a pencil<br />Use fingers to take bones from mouth and keep on the side of the plate<br />Do not spit it out directly to the plate<br />24 September 2010<br />58<br />
  77. 77. Spaghetti<br />Fork to be held on the right, spoon on the left.<br />Use the fork to swirl the spaghetti<br />Swirl on the spoon, not the on the plate.<br />Eat with the fork<br />24 September 2010<br />59<br />
  78. 78. 3rd course -dessert<br />Fruits<br />Ice cream<br />Pudding/cake<br />Followed by tea or coffee<br />Desert spoon & fork will be in front of the plate<br />Use one or both<br />Unused items can remain on the table<br /> Tea or coffee may be served. You may refuse the same<br />24 September 2010<br />60<br />
  79. 79. CONDUCT YOURSELF AT DINNING FUNCTIONS<br />Do not take too much food into your mouth. <br />Do not talk when your mouth is full. <br />Do not pile too much food on your plate.<br />Do not ask for a “doggy bag”. <br />Should sit up straight, but not stiffly. <br />Do not leave the spoon in your coffee cup or soup bowl. <br />Gentlemen should make sure of all Ladies are seated before they sit. <br />When you’re not eating, keep your hands in your lap. <br />24 September 2010<br />61<br />
  80. 80. CONDUCT YOURSELF AT DINNING FUNCTIONS<br />Elbows may rest gently on the edge of the table between courses, but not while you’re eating. <br />Never chew with your mouth open or make loud noises when you eat. <br />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. <br />Place the used teabag beside your cup on your saucer. <br />Ladies should not leave a lipstick mark on their glass. <br />24 September 2010<br />62<br />
  81. 81. Activity<br />Practical demonstrations on Dining Etiquette in a typical hotel setting (lunch)<br />24 September 2010<br />63<br />
  82. 82. Your verbal & written communications<br />Your verbal & written communication abilities speaks a lot. Those have to be professional.<br />Verbal :Speeches, Group Discussions, Face-to-face, TP communications<br />Written :Memo’s, Letters, E-mails, Faxes, Notices<br />24 September 2010<br />64<br />
  83. 83. Handling the telephone effectively<br />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 !<br />24 September 2010<br />65<br />
  84. 84. Basics in Answering your Phone<br />Keep a the pen and a paper at the beginning of the day<br />Sit up straight<br />Answer before the third ring<br />Greet and identify yourself <br />Be courteous, friendly and enthusiastic yet professional <br />Listen with empathy<br />Summarize if needed<br />End the call positively<br />24 September 2010<br />66<br />
  85. 85. Basics in Making a Call<br />Plan your call<br />Greet the person and identify yourself<br />Be courteous and clear when you speak<br />Be brief and stick to the point<br />Always call back as quick and as you promised (maximum within 48 Hrs)<br />Hang up gently<br />24 September 2010<br />67<br />
  86. 86. Time Management<br />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<br />24 September 2010<br />68<br />
  87. 87. Above all-be organized and manage your time<br />Being organized and being able to manage your time will improve the productivity by miles.<br />Try to do 4 D,s in Time Management<br />24 September 2010<br />
  88. 88. Time Management<br />Important<br /> Top 1- Do it<br /> 2- Delay it<br /> 3- Delegate it<br />Not 4- Dump it <br /> Not Top Urgent<br /> 2<br /> 1<br /> 4<br />3<br />24 September 2010<br />70<br />
  89. 89. Set Daily Goals - Do it<br />Managers are always planning. Most successful managers operate with a daily checklist. <br />Keep a list of prioritized “to do” tasks<br />Use a star or other symbol to designate projects with the highest priority<br />Enjoy the process of drawing a line through goals as they are reached<br />It will make you feel much better on your way home each day. <br />24 September 2010<br />71<br />
  90. 90. Delegate<br />Delegating is good for everybody. <br />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. <br />Proper delegation keeps employees motivated, increases productivity and frees the supervisor to do his or her own work.<br />24 September 2010<br />72<br />
  91. 91. Importance of correct ADCL<br />The importance of correct Attitude,DisciplineCommitment & Loyalty, for Personal and Organizational Success<br />24 September 2010<br />73<br />
  92. 92. Attitude of the Employee<br />An attitude is representing an individual's degree of <br />like or dislike for an item. Attitudes are generally <br /> positive or negative views of a person, place, thing, or <br /> event. <br /> A positive attitude boosts productivity. Your attitude <br /> sets the pace & the tone in your team.<br />*Attitudes are caught, not taught.<br /> * Your attitude speaks so loudly, <br /> employees can’t hear what you say.<br />24 September 2010<br />74<br />
  93. 93. Positive Attitudes<br />WHAT ARE THE POSITIVE BEHAVIOUR<br />Spread a SMILE around<br />Apply “Positive” on “Negatives”<br />Focus on the good things of each day<br />Say “Please” and “Thank You”<br />Practice EMPATHY<br />Evaluate your behaviour<br /> Cultivate your sense of humor <br />24 September 2010<br />75<br />
  94. 94. Discipline<br />Working with accepted norms, behaviors, rules of the company.<br />Personal Discipline including Grooming/Hygiene<br />Manage your time Effectively & Efficiently<br />Planning/Organizing/Leading/Controlling<br />Discipline should not be violated at any cost<br />24 September 2010<br />76<br />
  95. 95. Commitment in Work<br />Should be very thorough with your job<br />Remember, your customer is paying your salary<br />Stick to the appointments<br />Work as a team<br />Always work with a “helping mind”.<br />Try to learn from others<br />24 September 2010<br />77<br />
  96. 96. Loyalty<br />You and your family<br />For the country<br />Your working place<br />24 September 2010<br />78<br />
  97. 97. Loyalty<br />You and Your family<br />Look after yourself & your family<br /> - Good food at correct time<br /> - Good Sleep/rest<br /> - Good exercise<br /> - Good leisure/free time<br /> - Try to be as stress free as <br /> much as possible<br />24 September 2010<br />79<br />
  98. 98. Loyalty<br />Loyal to your work place<br /> -You are living because of your <br /> workplace<br /> - Be honest/trustworthy<br /> - Have a cheerful workplace<br /> - Work with a “smile”<br /> - Use company resources <br /> sparingly<br />24 September 2010<br />80<br />
  99. 99. Loyal to your country<br /> - You have a duty to perform to <br /> the country<br /> - Be Sri Lankan buy Sri Lankan<br />Loyalty<br />24 September 2010<br />81<br />
  100. 100. Thank You<br />Mobile : 072-2843468<br />Email:<br />24 September 2010<br />82<br />